From pieter at West.NL Fri Jul 1 09:50:04 2005 From: pieter at West.NL (Pieter van der Spek) Date: Fri, 01 Jul 2005 15:50:04 +0200 Subject: [rt-users] modifying ColumnMap Message-ID: <42C54A0C.8030100@west.nl> I've modified $DefaultSearchResultFormat in RT_SiteConfig to show two extra columns. Now I want to show values from CustomFields in these columns (using the Callback-mechanism). How can I do this? From the code in Elements/RT__Ticket/ColumnMap I thought it should be some thing like <%INIT> if ($COLUMN_MAP) { $COLUMN_MAP = { 'CF.{MyCustomFieldName}' }; } <%ARGS> $COLUMN_MAP => undef However, this doesn't work, so I'm guessing this is wrong, but what would be the right way to do what I want? Thanks in advance for any help. -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From pieter at West.NL Fri Jul 1 10:24:46 2005 From: pieter at West.NL (Pieter van der Spek) Date: Fri, 01 Jul 2005 16:24:46 +0200 Subject: [rt-users] modifying ColumnMap In-Reply-To: <42C54A0C.8030100@west.nl> References: <42C54A0C.8030100@west.nl> Message-ID: <42C5522E.2090107@west.nl> On 07/01/2005 03:50 PM, Pieter van der Spek wrote: > I've modified $DefaultSearchResultFormat in RT_SiteConfig to show two extra > columns. Now I want to show values from CustomFields in these columns (using the > Callback-mechanism). > How can I do this? From the code in Elements/RT__Ticket/ColumnMap I thought it > should be some thing like > > <%INIT> > if ($COLUMN_MAP) { > $COLUMN_MAP = { > 'CF.{MyCustomFieldName}' > }; > } > > <%ARGS> > $COLUMN_MAP => undef > > > > However, this doesn't work, so I'm guessing this is wrong, but what would be the > right way to do what I want? > Thanks in advance for any help. > I figured it out. 'CF.{MyCustomFieldName}' should be the name in $DefaultSearchResultFormat in RT_SiteConfig. -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From rickr at rice.edu Fri Jul 1 11:04:15 2005 From: rickr at rice.edu (Rick Russell) Date: Fri, 01 Jul 2005 10:04:15 -0500 Subject: [rt-users] Give CCs the ability to view, reply to tickets? Message-ID: <42C55B6F.5000606@rice.edu> Hi all. This seems like it should work, but I'm flummoxed. Any suggestions appreciated. I'd like to give CCs on a ticket the ability to view the ticket and reply to the ticket via the self-service web interface. In Configuration, Global, Group Rights I've given rights as follows: Everyone: CreateTicket ModifySelf ReplyToTicket Privileged: No rights granted (FYI, I only grant privileged rights on a queue-by-queue basis.) Unprivileged: No rights granted .. Cc: ReplyToTicket ShowTicket Do I need to add other rights to the Cc Role to make the tickets available in the Self Service interface? What affect does SeeQueue right have on the Roles? I'm hesitant to grant SeeQueue right globally to any of the Roles, since I'm not sure if it's secure and safe to do so. Rick R. -- Rick Russell For computer help, call xHELP (x4357 or 713-348-4357) OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 -- Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 From rainer at ultra-secure.de Fri Jul 1 12:11:33 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 01 Jul 2005 18:11:33 +0200 Subject: [rt-users] Can't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 2585. In-Reply-To: <1120169000.22363.5.camel@zoq-fot-pik.mit.edu> References: <42C2833B.9070603@ultra-secure.de> <1120169000.22363.5.camel@zoq-fot-pik.mit.edu> Message-ID: <42C56B35.5000103@ultra-secure.de> Alex Vandiver wrote: >On Wed, 2005-06-29 at 13:17 +0200, Rainer Duffner wrote: > > >>[snip] What does that mean? >> >> > >..that there's a bug in 3.4.2, which is triggered by trying to link to a >non-existent ticket during creation. > Well, it happens during updates, too. And the linked tickets do exist. Rainer From danno at internet2.edu Fri Jul 1 12:10:52 2005 From: danno at internet2.edu (Dan Pritts) Date: Fri, 1 Jul 2005 12:10:52 -0400 Subject: [rt-users] Which Hardware is necessary to server RT? In-Reply-To: <42C3EDDB.6030706@ucrwcu.rwc.uc.edu> References: <42C3EDDB.6030706@ucrwcu.rwc.uc.edu> Message-ID: <20050701161052.GA20554@internet2.edu> > >I would like to know which is the necessary configuration of a server > >at hardware level to RT in a small company, 30 users. > We serve a branch campus of a university. 7 IT staff, approximately 250 > users. We are running on a 1 gig PIII, 512 MB, no problems with RT > 3.2.2. So far, only about 3000 tickets, though. I can easily see our > needs growing if we get to the point that some others I have seen on > past discussions have. I have a similarly sized installation. Performance was pathetic on the original machine, a dual-CPU p3-600 with 1G of ram and softare-mirrored scsi disks. It took on average 5-10 seconds for a ticket to fully display in my browser. after moving to a 2.4GHz xeon with 512M ram performance is much better, but it's still not what I would call snappy. I don't recall whether this is still an issue with mysql 4 but with mysql 3 (no longer supported by RT, you need mysql 4 if you do mysql) you needed to change the default mysql configuration to get it to use more than some pathetically small amount of RAM. Look at the example mysql config files that come with the mysql source and/or your binary distribution (on red hat, look in /usr/share/doc/mysql-something). that said, telling mysql to use the extra memory helped some on my p3-600 but it was still heinously slow. danno -- dan pritts - systems administrator - internet2 734/352-4953 office 734/834-7224 mobile From Ahalya_Nathan at mudnebr.com Fri Jul 1 12:37:16 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Fri, 1 Jul 2005 11:37:16 -0500 Subject: [rt-users] Doubt in Perl In-Reply-To: <42C55B6F.5000606@rice.edu> Message-ID: Hi all, I am still brushing up on my perl skills and wondering if any of you can tell me what this piece of code does. # Parameters passed in during an import that we probably don't want to touch, otherwise foreach my $attr qw(id Creator Created LastUpdated LastUpdatedBy) { $params{$attr} = $args{$attr} if ( $args{$attr} ); } Thanks, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at it.is.rice.edu Fri Jul 1 12:45:03 2005 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Fri, 1 Jul 2005 11:45:03 -0500 Subject: [rt-users] Give CCs the ability to view, reply to tickets? In-Reply-To: <42C55B6F.5000606@rice.edu> References: <42C55B6F.5000606@rice.edu> Message-ID: <20050701164503.GB25926@it.is.rice.edu> Rick, The SelfService screen will only display tickets for which you are the Requestor. You will need to change MyRequests to have it add the additional tickets at the very least. I suspect that your permissions are entirely correct and they do act as you think they do. Ken On Fri, Jul 01, 2005 at 10:04:15AM -0500, Rick Russell wrote: > > Hi all. This seems like it should work, but I'm flummoxed. Any > suggestions appreciated. > > I'd like to give CCs on a ticket the ability to view the ticket and > reply to the ticket via the self-service web interface. > > In Configuration, Global, Group Rights I've given > rights as follows: > > Everyone: > CreateTicket > ModifySelf > ReplyToTicket > > Privileged: > No rights granted > > (FYI, I only grant privileged rights on a queue-by-queue basis.) > > Unprivileged: > No rights granted > > .. > > Cc: > ReplyToTicket > ShowTicket > > Do I need to add other rights to the Cc Role to make the tickets > available in the Self Service interface? What affect does SeeQueue right > have on the Roles? I'm hesitant to grant SeeQueue right globally to any > of the Roles, since I'm not sure if it's secure and safe to do so. > > Rick R. > > -- > Rick Russell > For computer help, call xHELP (x4357 or 713-348-4357) > OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu > 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 > -- > Helpdesk Supervisor, Client Services > IT/Academic & Research Computing > Rice University > Voice: 713.348.5267 Fax: 713.348.6099 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From sf at isprime.com Fri Jul 1 13:49:22 2005 From: sf at isprime.com (Steve Finkelstein) Date: Fri, 1 Jul 2005 13:49:22 -0400 Subject: [rt-users] User privileges Message-ID: <84DBAFAE-8668-4A96-A01F-198E3341DCF0@isprime.com> Hi all, I have a brief question regarding user privileges. Does every user who e-mails the ticketing system absolutely need an account created in order to open a ticket? Isn't this in a way a possible breach of security? Is there a way to have the system not use this form of verification, just open all tickets from any e-mail? We're perfectly fine with responding by means of e-mail without having the user to login to the system. If the system absolutely requires to create an account with RT in order to open tickets, is there a way to automatically create users upon incoming of a unique e-mail address? Any direction would be appreciated. S. From barnesaw at ucrwcu.rwc.uc.edu Fri Jul 1 13:53:11 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 01 Jul 2005 13:53:11 -0400 Subject: [rt-users] User privileges In-Reply-To: <84DBAFAE-8668-4A96-A01F-198E3341DCF0@isprime.com> References: <84DBAFAE-8668-4A96-A01F-198E3341DCF0@isprime.com> Message-ID: <42C58307.8000101@ucrwcu.rwc.uc.edu> Steve Finkelstein wrote: > Hi all, > > I have a brief question regarding user privileges. Does every user > who e-mails the ticketing system absolutely need an account created > in order to open a ticket? Isn't this in a way a possible breach of > security? Is there a way to have the system not use this form of > verification, just open all tickets from any e-mail? We're perfectly > fine with responding by means of e-mail without having the user to > login to the system. > > If the system absolutely requires to create an account with RT in > order to open tickets, is there a way to automatically create users > upon incoming of a unique e-mail address? Any direction would be > appreciated. Give Everyone the following rights: CreateTicket ReplyToTicket What you are looking for becomes the default behavior. > > S. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From seph at directionless.org Fri Jul 1 13:57:41 2005 From: seph at directionless.org (seph) Date: Fri, 01 Jul 2005 13:57:41 -0400 Subject: [rt-users] Re: logs In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501762092@torex1.tcore.com> (Phil Labonte's message of "Wed, 29 Jun 2005 17:17:02 -0400") References: <9D47B29B41BE6F4EA256BE6BBC8D331501762092@torex1.tcore.com> Message-ID: > Where is the log (or logs) where I would find where changes to RT are > saved. changes to what? I'm pretty sure RT keeps no history about what its configure is. If you delete a scrip, it's gone. However, RT saves everything related to ticket changes. seph From seph at directionless.org Fri Jul 1 14:02:21 2005 From: seph at directionless.org (seph) Date: Fri, 01 Jul 2005 14:02:21 -0400 Subject: [rt-users] Re: HowTo send email about 'new' tickets -- RTv3.4.2 In-Reply-To: <1120094076.21086.30.camel@brucek.server.accelerationsw.com> (Bruce Kingsland's message of "Wed, 29 Jun 2005 18:14:36 -0700") References: <1120094076.21086.30.camel@brucek.server.accelerationsw.com> Message-ID: > We've finally got our org to request assistance by sending email to > itHelp@, which redirects to rt@ as well as a copy to > itTalk@. This creates a ticket in rt, and notifies us all that a > ticket got created. Unfortunately, email solutions get generated that > don't always end up recorded by RT, and RT creates new tickets for every > single thread component. yes. everyone hits reply-to-all, cc'ing the RT address, and since there's no subject tag it makes a new ticket. > We can fix that by making it so itHelp only goes to rt and *not* to > itTalk. However, that fix prevents us from getting any notification that > a ticket was created. What we'd like RT to do is to bcc itTalk, but none > of the online help has been useful in making that happen. I even tried a > variation of the scrip for notifying us of 'old unowned tickets', but I > still can't get RT to send out a notice to the itTalk group on new > ticket creation. make a scrip with an on create condition? seph From APowers at PyramidBrew.com Fri Jul 1 14:59:58 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Fri, 1 Jul 2005 11:59:58 -0700 Subject: [rt-users] Doubt in Perl Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE3FDFDFA@mercury0.pyramidbrew.com> # Parameters passed in during an import that we probably don't want to touch, otherwise foreach my $attr qw(id Creator Created LastUpdated LastUpdatedBy) { $params{$attr} = $args{$attr} if ( $args{$attr} ); } It goes something like this: for each string in the list "(id Creator Created LastUpdated LastUpdatedBy)" assign it to the variable attr then get the value of that attribute from the hash table args (if it is defined) and put it into the hash table params. So if you have a ticket where id is "111", Creator is "me", and Created is "now" this code will copy those values from the %args hast table into the %params hast table. But it won't put LastUpdated into %params because it doesn't have a value associated with it. Check out "Learning Perl" from O'Reilly; it does a good job explaining the basics of perl, including variables and hash tables. ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ahalya_Nathan at mudnebr.com Sent: Friday, July 01, 2005 9:37 AM To: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Subject: [rt-users] Doubt in Perl Hi all, I am still brushing up on my perl skills and wondering if any of you can tell me what this piece of code does. # Parameters passed in during an import that we probably don't want to touch, otherwise foreach my $attr qw(id Creator Created LastUpdated LastUpdatedBy) { $params{$attr} = $args{$attr} if ( $args{$attr} ); } Thanks, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Fri Jul 1 15:25:23 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 01 Jul 2005 15:25:23 -0400 Subject: [rt-users] Can't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 2585. In-Reply-To: <42C56B35.5000103@ultra-secure.de> References: <42C2833B.9070603@ultra-secure.de> <1120169000.22363.5.camel@zoq-fot-pik.mit.edu> <42C56B35.5000103@ultra-secure.de> Message-ID: <1120245923.30361.30.camel@zoq-fot-pik.mit.edu> On Fri, 2005-07-01 at 18:11 +0200, Rainer Duffner wrote: > Well, it happens during updates, too. Can you send *that* traceback, too, then? > And the linked tickets do exist. Hrm. Technically, it just means that the RT::Link class couldn't make heads or tails of what it was passed, which generally means that you entered a number to a ticker ID that doesn't exist. What, exactly, are you entering in to which box? - Alex From trask at lyris.com Fri Jul 1 19:29:43 2005 From: trask at lyris.com (Trask Rogers) Date: Fri, 1 Jul 2005 16:29:43 -0700 Subject: [rt-users] How to access User custom fields in code? Message-ID: I am trying to figure out how to write / read custom fields for users. I see there are some functions related to custom fields in Transaction_Overlay.pm, Ticket_Overlay.pm and Queue_Overlay.pm but there isn't something specific for users. Was ObjectCustomField created as a more generic form of custom fields? A pointer in the right direction or a snippet of code would be greatly appreciated. Here is something I started with. It is code I have to extract the value from a particular ticket custom field: my $CustomFields = $Ticket->CustomFields; while (my $CustomField = $CustomFields->Next()) { if ($CustomField->Name eq 'FOOid') { my $Values = $Ticket>CustomFieldValues($CustomField->Id); my $Value = $Values->Next(); $FOOid = $Value->Content if defined $Value; last; } } Note: This doesn't seem all that efficient or elegant, but it is how I got it to work. Recommendations for better methods are always appreciated. Thanks. ---------------------- Trask Rogers Technical Support Engineer Lyris Technologies, Inc. From kwessel at intenex.net Sat Jul 2 02:14:25 2005 From: kwessel at intenex.net (Keith Wessel) Date: Sat, 2 Jul 2005 01:14:25 -0500 Subject: [rt-users] RT sending email that violates proper MIME RFC Message-ID: <20050702061425.GA13930@zoot.intenex.net> Hello, Saw nothing in the archives or elsehwere about this, so I thought I'd ask if anyone else had seen this issue. Certain systems are having problems with the email that my RT 3.2.3 install is sending out. The problems started after upgrading from RT 3.2.2 a few weeks ago. There are two related symptoms: * Some systems that receive mail from RT (using Postfix) that have super picky restrictions on mail meeting proper MIME RFC choak with the message: "This box does not accept messages that violate MIME RFC" and the mail is completely refused (554 service unavailable). * Any mail sent to a yahoo.com address is received, but the recipient reports to me that they received a blank message from RT. If they choose to download the message text, Yahoo then displays the raw message in their browser and they can read the contents. But using the normal facility in Yahoo's web API to read mail, the message appears blank. I have done an "rt show ticket/xxxxxx/History/id/yyyyyy" to copy the message text into an email that I then resent from my personal email address, and they receive the message fine. If I maintain the RT subject line and set the reply-to to RT, the system handles their response just fine. So, anyone know why RT is breaking valid MIME rules? It's RT 3.2.3 on a RHEL3 system with the standard RedHat sendmail. Anyone seen this and have any pointers on solving it? Sorry, but ceasing communications with my customers at yahoo.com is not an option. :) Thanks very much for any help anyone can provide! -Keith From asmoore at edge.net Sat Jul 2 09:09:18 2005 From: asmoore at edge.net (Alex S Moore) Date: Sat, 2 Jul 2005 08:09:18 -0500 Subject: [rt-users] Showing wrong version Message-ID: <20050702080918.0000574c@sws602> I installed 3.2.3 for a trial on Solaris 10, perl 5.8.7 and Apache 1.3.33. It seemed to work ok, so I thought that I would try 3.4.2. I had installed under a rt3 directory, so I removed all files except RT_SiteConfig.pm. Using mysql4, so I dropped the database. After updating and/or installing some perl modules to satisfy the dependencies, I installed 3.4.2 and initialized a new database. grep VERSION .lib//RT.pm shows '3.4.2'. But the login screen shows 3.2.3. Under Tools-Configuration, RT_VERSION is still 3.2.3. It did not matter, but I also removed all cookies in my browser and hit refresh on the login screen. How do I get rid of 3.2.3 and get the version that I want? Thanks, Alex -- From asmoore at edge.net Sat Jul 2 10:56:09 2005 From: asmoore at edge.net (Alex S Moore) Date: Sat, 2 Jul 2005 09:56:09 -0500 Subject: [rt-users] Showing wrong version In-Reply-To: <20050702140839.GA8536@zoot.intenex.net> References: <20050702080918.0000574c@sws602> <20050702140839.GA8536@zoot.intenex.net> Message-ID: <20050702095609.00001ded@sws602> On Sat, 2 Jul 2005 09:08:39 -0500 Keith Wessel wrote: > Stupid question, but did you restart Apache to get all of the modperl > cache to reset? Sorry, I did not intend to reply directly. -- Not stupid! Actually, I had restarted Apache for something else that I was working on. And yes, when I tried RT again, it shows the correct version. Sorry for the noise. Alex -- From meier at fuh.de Sat Jul 2 13:51:24 2005 From: meier at fuh.de (Matthias Meier) Date: Sat, 02 Jul 2005 19:51:24 +0200 Subject: [rt-users] 'ignore case' - search in RTFM Message-ID: <42C6D41C.9050105@fuh.de> Hello, how do i get a 'ignore case' search in RTFM articles (I added a WikiText-custom field). Thanks for all help! (sorry if this isn't the right mailing list but I haven't found any better place to ask this question) Matthias -- _______________________________________________ Matthias Meier Fornoff und Heintzenberg GmbH Consulting, DV-Systeme, Dienstleistungen Hauptstr. 4, D-79224 Umkirch Tel +49 7665 937-0, Fax -150 From jesse at bestpractical.com Sat Jul 2 14:41:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 2 Jul 2005 14:41:25 -0400 Subject: [rt-users] RT sending email that violates proper MIME RFC In-Reply-To: <20050702061425.GA13930@zoot.intenex.net> References: <20050702061425.GA13930@zoot.intenex.net> Message-ID: <20050702184125.GV17855@bestpractical.com> On Sat, Jul 02, 2005 at 01:14:25AM -0500, Keith Wessel wrote: > Hello, > > Saw nothing in the archives or elsehwere about this, so I thought I'd > ask if anyone else had seen this issue. > > Certain systems are having problems with the email that my RT 3.2.3 > install is sending out. The problems started after upgrading from RT > 3.2.2 a few weeks ago. There are two related symptoms: Can you try coming up to the current release, RT 3.4.2, to see if this is resolved? Specifically, the issue is an extra '-' in a mail header "8-bit" should read "8bit" iirc. Or perhaps I have it backwards. From kwessel at intenex.net Sat Jul 2 17:21:28 2005 From: kwessel at intenex.net (Keith Wessel) Date: Sat, 2 Jul 2005 16:21:28 -0500 Subject: [rt-users] RT sending email that violates proper MIME RFC In-Reply-To: <20050702210332.GB32281@zoot.intenex.net> References: <20050702061425.GA13930@zoot.intenex.net> <20050702184125.GV17855@bestpractical.com> <20050702202956.GB30376@zoot.intenex.net> <20050702210332.GB32281@zoot.intenex.net> Message-ID: <20050702212126.GA1224@zoot.intenex.net> Thanks, Jesse, for the quick reply! Unfortunately, I'd have to break all sorts of things on this RedHat system to get a new enough version of Apache and Mod_perl running to run 3.4.2. (Sometimes, I miss the days before package managers!) But thanks for the tip. I pulled the hyphen out of the 8-bit (you were correct, it's supposed to be 8bit) in Actions/SendEmail.pm for the Content-Transfer-Encoding header. We're all better! Thanks for the awesome work on this product, and for being a developer who's still so plugged in with your user community! RT rocks! Thanks, -Keith On Sat, Jul 02, 2005 at 02:41:25PM -0400, Jesse Vincent wrote: > > > > On Sat, Jul 02, 2005 at 01:14:25AM -0500, Keith Wessel wrote: > > Hello, > > > > Saw nothing in the archives or elsehwere about this, so I thought I'd > > ask if anyone else had seen this issue. > > > > Certain systems are having problems with the email that my RT 3.2.3 > > install is sending out. The problems started after upgrading from RT > > 3.2.2 a few weeks ago. There are two related symptoms: > > Can you try coming up to the current release, RT 3.4.2, to see if this > is resolved? Specifically, the issue is an extra '-' in a mail header > "8-bit" should read "8bit" iirc. Or perhaps I have it backwards. From niels=rt at bakker.net Sat Jul 2 17:03:25 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Sat, 2 Jul 2005 23:03:25 +0200 Subject: [rt-users] no outgoing mail from external correspondence In-Reply-To: <20050627154227.GC12217@rz.xs4all.nl> References: <20050627154227.GC12217@rz.xs4all.nl> Message-ID: <20050702210325.GR72737@snowcrash.tpb.net> * subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) [Mon 27 Jun 2005, 18:16 CEST]: >If an external e-mail is received from $someone and it is attached to an >existing ticket, than the $requestor will receive a copy of the mail of >that $someone (unless $requestor and $someone are one and the same >user). Right? > >I want to change this behaviour in our setup. We would like to have >mail RT if one of the priviliged users is using the Reply link from >within the RT webinterface, but we don't want incoming e-mail to be >forwarded to anyone by e-mail. It should be attached to the ticket and, >if needed, the status should be updated from $whatever to "open". We do most of our correspondence by e-mail too. Here's how to avoid mails get sent to requestors if the correspondence got added via mail. On Correspond Notify Requestors and Ccs with global template Correspondence: change "On correspond" to "User defined" with this code: --- if ($self->TransactionObj->Type eq "Correspond') { #$RT::Logger->debug("XXX Scrip 5: correspondence: from " . # $self->TransactionObj->CreatorObj->Name . "\n"); my $msg = $self->TransactionObj->Attachments->First; # The next line is just my paranoia speaking: return 0 unless $msg; if ($msg->GetHeader('From') and ($msg->GetHeader('To') or $msg->GetHeader('Cc'))) { $RT::Logger->debug("XXX Scrip 5: Seems to be an email comment"); return 0; } else { $RT::Logger->debug("XXX Scrip 5: Decided to Notify Requestors and Ccs"); return 1; } } return 0; --- Based on work other people posted here before. -- Niels. -- The idle mind is the devil's playground From niels=rt at bakker.net Sun Jul 3 09:21:37 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Sun, 3 Jul 2005 15:21:37 +0200 Subject: [rt-users] install issues ... In-Reply-To: <20050630012008.GK8985@sci.monash.edu.au> References: <20050630011242.GJ8985@sci.monash.edu.au> <20050630012008.GK8985@sci.monash.edu.au> Message-ID: <20050703132137.GT72737@snowcrash.tpb.net> * rt-users at mjch.net (Malcolm Herbert) [Thu 30 Jun 2005, 03:23 CEST]: >On Thu, Jun 30, 2005 at 11:12:42AM +1000, Malcolm Herbert wrote: >|this is ridiculous ... I am subscribed according to mailman and my mail >|is definately getting outside my place of work, so why aren't these >|posts making it to the list? > >right ... I have no idea what happened to the last four messages I sent >This is the first one I've received from me ... argh Perhaps Mailman objected to your misspelling of "definitely." Another test message got through later as well. [..] >|(as recommended in the install notes for HTML::Mason): >| >| >| SetHandler perl-script >| PerlHandler HTML::Mason::ApacheHandler >| >| >|... does anyone have any clues as to where I could look for the problem? Sure - the above may be recommended by HTML::Mason but that's not what's required by Request Tracker, and noted in all installation instructions. Which is: AddDefaultCharset UTF-8 PerlRequire /usr/share/request-tracker3/libexec/webmux.pl SetHandler perl-script PerlHandler RT::Mason Adapt /usr/share/... to your local installation paths. -- Niels. -- From chris at cs.brandeis.edu Sun Jul 3 15:06:48 2005 From: chris at cs.brandeis.edu (Christopher Allison) Date: Sun, 3 Jul 2005 15:06:48 -0400 (EDT) Subject: [rt-users] RT Install-Initial database initialization question Message-ID: Hi All, I have what seems to me to be a pretty straightforward question. I'm using the instructions for an install on Red Hat Enterprise Linux 4 with RT 3.4.2 and FastCGI 2.4.2 located at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide I've also read the original rt-users at lists.bestpractical.com threads from when William Harrison first posted and tweaked the instructions. I'm using: RT v3.4.2 perl v5.8.5 Apache/2.0.52 mysql Ver 14.7 Distrib 4.1.10a, on RHEL 4 My problem is what seems to be a conflict between William's instructions and those located elsewhere. For the install of RT (after all dependencies are installed and all other preceding steps finished), William's instructions (which have worked beautifully for me thus far) are: ### Assuming everything is present and it's a go, install and ### initialize database... make install make initialize-database ### Make a copy of the dist config file to edit: cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm ### edit /opt/rt3/etc/RT_SiteConfig.pm ... However, 'make install' finishes by outputting the following: Congratulations. RT has been installed. You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password in /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) After that, you need to initialize RT's database by running 'make initialize-database' I've read the FAQs, Docs, & other installation Guides located on the wiki. I've searched wiki.bestpractical.com for "make initialize-database", "RT_Config.pm", and "RT_SiteConfig.pm"; and I've searched lists.bestpractical.com for "make initialize-database". Thus far, while I'm pretty confident of how to proceed, I still want to double check. It seems that, contrary to William's instructions, I shouldn't 'make initialize-database' until I've configured RT_SiteConfig.pm (presumably after replacing it with a copy of RT_Config.pm, seeing as RT_SiteConfig.pm seems to have only a single line of configuration). However, William's instructions have worked so flawlessly thus far, that I want to make sure that there isn't anything I'm missing here. So, a relatively simple problem with a very long write-up. Any suggestions? Thanks, -Chris Allison -- Brandeis University CS Dept. Systems Operations Guru chris at cs.brandeis.edu http://www.cs.brandeis.edu/~guru/ From skylar at cs.earlham.edu Sun Jul 3 17:38:08 2005 From: skylar at cs.earlham.edu (Skylar Thompson) Date: Sun, 03 Jul 2005 16:38:08 -0500 Subject: [rt-users] Which Hardware is necessary to server RT? In-Reply-To: References: Message-ID: <42C85AC0.7060302@cs.earlham.edu> Rodrigo Blanco wrote: > I would like to know which is the necessary configuration of a server > at hardware level to RT in a small company, 30 users. > > Does anybody know? > > > > Thank you! > mod_perl can take a fair amount of memory, so you'll want to budget for that. I've run RT 3.0 on everything from a dual P-III w/ 512MB RAM to a dual 2.8GHz Xeon box w/ 1GB of RAM. The Xeon obviously was snappier, but the P-III performance wasn't all bad. The Postgres backend lived on the same machine as the web interface in both cases. -- -- Skylar Thompson (skylar at cs.earlham.edu) -- http://www.cs.earlham.edu/~skylar/ -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 256 bytes Desc: OpenPGP digital signature URL: From rt-users at mjch.net Sun Jul 3 20:38:19 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Mon, 04 Jul 2005 10:38:19 +1000 Subject: [rt-users] install issues ... In-Reply-To: <20050703132137.GT72737@snowcrash.tpb.net> References: <20050630011242.GJ8985@sci.monash.edu.au> <20050630012008.GK8985@sci.monash.edu.au> <20050703132137.GT72737@snowcrash.tpb.net> Message-ID: <20050704003819.GC12868@sci.monash.edu.au> On Sun, Jul 03, 2005 at 03:21:37PM +0200, Niels Bakker wrote: |Sure - the above may be recommended by HTML::Mason but that's not what's |required by Request Tracker, and noted in all installation instructions. | |Which is: | |AddDefaultCharset UTF-8 |PerlRequire /usr/share/request-tracker3/libexec/webmux.pl |SetHandler perl-script |PerlHandler RT::Mason | |Adapt /usr/share/... to your local installation paths. ta ... will check to see whether that was popped up at me when the package was installed and will bug the NetBSD package maintainer if not ... I now get the login page without problems ... thanks Regards, Malcolm -- Malcolm Herbert System Administrator ph [990] 54881 rm 28-241 School of GeoSciences From shin.imai at etimestech.jp Mon Jul 4 00:34:56 2005 From: shin.imai at etimestech.jp (Shin Imai) Date: Mon, 04 Jul 2005 13:34:56 +0900 Subject: [rt-users] MySQL server has gone away Message-ID: <20050704133114.D55D.SHIN.IMAI@etimestech.jp> Hi, I managed to install RT3 on Apache2 and mod_perl2. But When I try to create a ticket I get this error message. DBD::mysql::st execute failed: MySQL server has gone away at /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm line 70. I can't find st anywhere on the server. Do you have any suggestion? Shin -- Shin Imai From rt-users at mjch.net Mon Jul 4 04:23:35 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Mon, 04 Jul 2005 18:23:35 +1000 Subject: [rt-users] dealing with external parties via email? Message-ID: <20050704082335.GB21310@sci.monash.edu.au> Sometimes when resolving an issue for a client it is common to email a third party (an application vendor, for example) and have a conversation with them to solve the problem. I'd like to be able to use RT3 to capture this exchange and keep all the information about that ticket together. The problem is of course that the vendor is not the requestor nor admin of the ticket, nor should they be. Is there any way to allow the owner of a ticket to have a private email conversation with another person about a problem but not have them in the position where they need to see ticket open/close/status messages for a ticket they don't have access to? This has to be fairly common I would think - how do others handle it? With my current knowledge of how RT works I guess I could create a 'technical' queue, and remove all the normal scrips on it. Then when a third party needs to be involved I could create a ticket on that technical queue and somehow associate it with the original user ticket ... seems a bit of a kludge, but useable ... any other ideas? -- Malcolm Herbert System Administrator ph [990] 54881 rm 28-241 School of GeoSciences From cartera at lei.net.au Mon Jul 4 04:29:29 2005 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 04 Jul 2005 18:29:29 +1000 Subject: [rt-users] dealing with external parties via email? In-Reply-To: <20050704082335.GB21310@sci.monash.edu.au> References: <20050704082335.GB21310@sci.monash.edu.au> Message-ID: <42C8F369.2020603@lei.net.au> I believe just using the "CC" functionality of the ticket should meet your requirements no? Malcolm Herbert wrote: >Sometimes when resolving an issue for a client it is common to email a >third party (an application vendor, for example) and have a conversation >with them to solve the problem. I'd like to be able to use RT3 to >capture this exchange and keep all the information about that ticket >together. > >The problem is of course that the vendor is not the requestor nor admin >of the ticket, nor should they be. Is there any way to allow the owner >of a ticket to have a private email conversation with another person >about a problem but not have them in the position where they need to see >ticket open/close/status messages for a ticket they don't have access >to? > >This has to be fairly common I would think - how do others handle it? > >With my current knowledge of how RT works I guess I could create a >'technical' queue, and remove all the normal scrips on it. Then when >a third party needs to be involved I could create a ticket on that >technical queue and somehow associate it with the original user ticket > >... seems a bit of a kludge, but useable ... any other ideas? > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From rt-users at mjch.net Mon Jul 4 04:37:58 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Mon, 04 Jul 2005 18:37:58 +1000 Subject: [rt-users] dealing with external parties via email? In-Reply-To: <42C8F369.2020603@lei.net.au> References: <20050704082335.GB21310@sci.monash.edu.au> <42C8F369.2020603@lei.net.au> Message-ID: <20050704083758.GC21310@sci.monash.edu.au> On Mon, Jul 04, 2005 at 06:29:29PM +1000, Adrian Carter wrote: |I believe just using the "CC" functionality of the ticket should meet |your requirements no? I think Cc: is really for people who are interested in seeing the problem resolved but aren't the requester - ie, they're still on the client side of the equation, not the technical one ... That's how I have thought of it in the past, but I'll see if that works for me ... thanks for the suggestion ... it's certainly a lot less cumbersome than the other method I proposed ... -- Malcolm Herbert System Administrator ph [990] 54881 rm 28-241 School of GeoSciences From hilde.rafaelsen at cc.uit.no Mon Jul 4 04:45:08 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Mon, 4 Jul 2005 10:45:08 +0200 Subject: [rt-users] Upgrading from 3.0.11 to 3.4.2 Message-ID: Hi, We run RT 3.0.10 today and now we want to upgrade to the newest version. Does anybody know if it's goung to be a problem to just run an upgrade? Even if the new version goes from 3.0 to 3.4? I am really scared that RT or the database will crash so I lose data. Hilde From pieter at West.NL Mon Jul 4 05:03:53 2005 From: pieter at West.NL (Pieter van der Spek) Date: Mon, 04 Jul 2005 11:03:53 +0200 Subject: [rt-users] Upgrading from 3.0.11 to 3.4.2 In-Reply-To: References: Message-ID: <42C8FB79.6010104@west.nl> On 07/04/2005 10:45 AM, Hilde T Lauvset Rafaelsen wrote: > We run RT 3.0.10 today and now we want to upgrade to the newest version. > Does anybody know if it's goung to be a problem to just run an upgrade? > Even if the new version goes from 3.0 to 3.4? > I upgraded from 3.0.?? to 3.4.1 on Debian and it went smoothly. > I am really scared that RT or the database will crash so I lose data. > Don't be. I recently upgraded and had no problems whatsoever. But, just in case, backup your database. Than there is no chance of losing any data at all. -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From torsten.brumm at kuehne-nagel.com Mon Jul 4 05:12:47 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Mon, 4 Jul 2005 11:12:47 +0200 Subject: [rt-users] MySQL Cluster for RT3.x Message-ID: Hi, i'm just a step away from migrating our RT Environment from a dual prozessor single system to a fully clustered system with 4 nodes. Let me in fron explain my new. planned setup: 2 Web Server (apache, perl) with 2 Processors and 2 GB RAM installed on RedHat Enterprise Server as Cluster 2 Database Server (MySQL Max) with 4 processors and 4 gb RAM installed on RedHat Enterprise Server using MySQL Cluster. I have planned to use the both DB Servers as Storage Nodes for MySQL and the WebServer Cluster as Management Node (Because, in this way, the management Node is also clustered). Now my questions for the RT and MySQL Freaks. 1. The RT3 needs InnoDB as Table Format, the Cluster needs NDBCluster Format, can i run also InnoDB within the Cluster? 2. Is RT3 working with the Cluster (NDB) Table Format? 3. More for the MySQL Freak: Can i set up the Cluster in this way? Can i use the SQL Node on the same nodes (Storage Nodes) or do i have to move them to the Management Node? Thanks for the Help. Mit freundlichen Gruessen / With kindest regards Torsten Brumm IT Security Engineer Kuehne + Nagel HAM-MI-C Ferdinand Strasse 29-33 20095 Hamburg / Germany Tel: +49 40 329 15 199 Mail: torsten.brumm at kuehne-nagel.com ICQ: 78258840 From frosato at cpqd.com.br Mon Jul 4 13:06:51 2005 From: frosato at cpqd.com.br (=?iso-8859-1?Q?F=E1bio_Luiz_Rosato?=) Date: Mon, 4 Jul 2005 14:06:51 -0300 Subject: [rt-users] RT for correction of defects Message-ID: Hi, Somebody of the list already used the RT as tool of engineering of software in the correction of defects, as well as the Bugzilla? Exists some plugin for the RT that it makes integration with the Subversion? Thanks, F?bio -------------- next part -------------- An HTML attachment was scrubbed... URL: From rblanco at ats-connection.com.br Mon Jul 4 13:56:27 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Mon, 4 Jul 2005 14:56:27 -0300 Subject: [rt-users] 3 Simple Doubts in RT Message-ID: I have some doubts on the system. 1 -) does the file enclosure have size limit? Can I make this configuration? 2 -) the system RT is totally free, is that certainty? 3 -) do I get to create an observation user, just access of looking at the tickets? If somebody can help me. Thank you very much! Rodrigo Blanco -------------- next part -------------- An HTML attachment was scrubbed... URL: From trick at adonis.net Mon Jul 4 14:15:16 2005 From: trick at adonis.net (Patrick Morris) Date: Mon, 04 Jul 2005 11:15:16 -0700 Subject: [rt-users] 3 Simple Doubts in RT In-Reply-To: References: Message-ID: <42C97CB4.8080402@adonis.net> Yes. Rodrigo Blanco wrote: > I have some doubts on the system. > > > > 1 -) does the file enclosure have size limit? Can I make this > configuration? > > 2 -) the system RT is totally free, is that certainty? > > 3 -) do I get to create an observation user, just access of looking at > the tickets? > From Iris.Brookes at tdsecurities.com Mon Jul 4 17:12:14 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Mon, 4 Jul 2005 17:12:14 -0400 Subject: [rt-users] removing deleted tickets from the db Message-ID: Hello: I've encountered some difficulties with RTx-shredder, so I wrote the following SQL script which resolved my problem in removing deleted tickets and I would like to share it. ================================================================================== -- this script will delete all tickets and corresponding objects/records where the status of the ticket is "deleted" -- this script can be modified as needed -- the tables affected in ticket(s) cleanup are: -- attachments, cachedgroupmembers, groups, objectcustomfieldvalues, transactions and tickets -- and should be executed in the same order -- note the relationship between each table -- -- delete attachments where transactionid in (select id from transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); -- delete cachedgroupmembers where groupid in (select id from groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); -- delete groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete objectcustomfieldvalues where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete tickets where type like 'ticket' and status like 'deleted'; ============================================================================ Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From hk at kapper.net Mon Jul 4 18:21:15 2005 From: hk at kapper.net (Harald Kapper) Date: Tue, 05 Jul 2005 00:21:15 +0200 Subject: [rt-users] HTTP::Server::Simple - testfiles assume incorrectly localhost Message-ID: hi actually I'm installing RT on a new box and I saw the HTTP::Server::Simple test-scripts assume that opening a socket on 127.0.0.1 will always get us the servername localhost, this is very well not true especially on default redhat-setups where the hosts file gives 127.0.0.1 the local hostname at first. sidenote - during finally then testing HTTP::Server::Simple::Mason I also had a hard time because the used LWP::Simple::get in the testscript (line 18 01live.t) automagically uses the http_proxy defined for the system, but this gets us nowhere on localhost-opened ports that we try to reach (then via the proxy) :) regards Harald Kapper, icq# 36178328 http://kapper.net managing director, owner, loeblichgasse 6 chief executive officer 1090 vienna, .at tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net --------------mark--------------- The following Statement is False. The previous Statement is True. - Welcome to my World - From hk at kapper.net Mon Jul 4 18:45:40 2005 From: hk at kapper.net (Harald Kapper) Date: Tue, 05 Jul 2005 00:45:40 +0200 Subject: [rt-users] db upgrading missing schema for mysql? Message-ID: <7jejc19a9fl9f7ofipgn88hs149aki7ppc@192.168.0.1> hi I'm upgrading (obviously) from RT 3.0.9 to current - during the application of the database-schemas the follwing strange things came up: [root at newbeast rt-3.4.2]# /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.1.17 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Couldn't find schema file for mysql -------------------- [root at newbeast rt-3.4.2]# /usr/local/rt3/sbin/rt-setup-database --dba root --prompt-for-dba-password --action acl --datadir etc/upgrade/3.1.17 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Couldn't find ACLS for mysql in etc/upgrade/3.1.17 --------------------- the other upgrades (had to do: 3.1.0 3.1.15 3.1.17 3.3.0 3.3.11) didn't complain like this ;) hth Harald Kapper, icq# 36178328 http://kapper.net managing director, owner, loeblichgasse 6 chief executive officer 1090 vienna, .at tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net --------------mark--------------- The following Statement is False. The previous Statement is True. - Welcome to my World - From hk at kapper.net Mon Jul 4 21:21:43 2005 From: hk at kapper.net (Harald Kapper) Date: Tue, 05 Jul 2005 03:21:43 +0200 Subject: [rt-users] Upgrading from 3.0.11 to 3.4.2 In-Reply-To: <42C8FB79.6010104@west.nl> References: <42C8FB79.6010104@west.nl> Message-ID: Hi I'm on my way upgrading from 3.0.9 to 3.4.2 here.... and the RHEL4 glibc reports some bad things after upgrading: [Tue Jul 05 02:21:56 2005] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" restarted (pid 18153) [Tue Jul 05 02:22:01 2005] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" restarted (pid 18157) *** glibc detected *** double free or corruption (!prev): 0x0b4c1180 *** [Tue Jul 05 02:22:10 2005] [error] [client 192.168.0.17] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt3 /bin/mason_handler.fcgi" [Tue Jul 05 02:22:10 2005] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 17986) terminated due to uncaught signal '6' (Aborted) ---------------- or after I decided to try from scratch during install (make initialize-database) we go here: Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done. Creating templates...1.*** glibc detected *** free(): invalid next size (normal): 0x0ac49e18 *** make: *** [initialize-database] Aborted ----------------- well, I'm stuck here - I tried to run at least initdb with "MALLOC_CHECK_=0" which helps, but does not help really because instead of complaining it simply segfaults when creating the templates... I as a last resort moved to mysql 4.1.12 from mysql.com for rhel4 - well didn't help either here... anyone having a working install here on rhel4? or is it just some (new?) nasty perl-module that is used that breaks things here? any help appreciated - I'm pretty helpless at the moment... thank you in advance Harald Kapper, icq# 36178328 http://kapper.net managing director, owner, loeblichgasse 6 chief executive officer 1090 vienna, .at tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net --------------mark--------------- The following Statement is False. The previous Statement is True. - Welcome to my World - From webber.han at infopower.com.tw Mon Jul 4 22:53:17 2005 From: webber.han at infopower.com.tw (webber.han) Date: Tue, 5 Jul 2005 10:53:17 +0800 Subject: [rt-users] failed to resolve handler `RT::Mason' Message-ID: Hi: I want to integrate RT with Active Directory I follow the steps in http://wiki.bestpractical.com/index.cgi?LdapOverlay copy CurrentUser_Local.pm to Request Tracker\rt\lib\RT and modify the RT_SiteConfig.pm as follow: Set($LdapServer, "ldap.domain.tld"); Set($LdapBase, "cn=Users,dc=domain,dc=tld"); Set($LdapUidAttr, "uid"); Set($LdapNameAttr, "cn"); Set($LdapMailAttr, "mail"); Set($LdapFilter, "(objectclass=person)"); Set($AutoCreateFromExternalUserInfo, 1); But I got the error message in httpd-error.log [Mon Jul 04 15:48:12 2005] [error] [client 127.0.0.1] failed to resolve handler `RT::Mason': Can't locate RT/Mason.pm in @INC (@INC contains: C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../win32/lib C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../winrt/conf C:/Program Files/OurInternet/Common/perl/lib C:/Program Files/OurInternet/Common/perl/site/lib . C:\\Program Files\\OurInternet\\Request Tracker) at (eval 107) line 3.\n I install Request Tracker by rt-3.0.12.exe in windows xp pro Please help if you can. Thanks in advance, Webber Han From webber.han at infopower.com.tw Mon Jul 4 22:50:31 2005 From: webber.han at infopower.com.tw (webber.han) Date: Tue, 5 Jul 2005 10:50:31 +0800 Subject: [rt-users] failed to resolve handler `RT::Mason' Message-ID: Hi: I want to integrate RT with Active Directory I follow the steps in http://wiki.bestpractical.com/index.cgi?LdapOverlay copy CurrentUser_Local.pm to Request Tracker\rt\lib\RT and modify the RT_SiteConfig.pm as follow: Set($LdapServer, "ldap.domain.tld"); Set($LdapBase, "cn=Users,dc=domain,dc=tld"); Set($LdapUidAttr, "uid"); Set($LdapNameAttr, "cn"); Set($LdapMailAttr, "mail"); Set($LdapFilter, "(objectclass=person)"); Set($AutoCreateFromExternalUserInfo, 1); But I got the error message in httpd-error.log [Mon Jul 04 15:48:12 2005] [error] [client 127.0.0.1] failed to resolve handler `RT::Mason': Can't locate RT/Mason.pm in @INC (@INC contains: C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../win32/lib C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../winrt/conf C:/Program Files/OurInternet/Common/perl/lib C:/Program Files/OurInternet/Common/perl/site/lib . C:\\Program Files\\OurInternet\\Request Tracker) at (eval 107) line 3.\n I install Request Tracker by rt-3.0.12.exe in windows xp pro Please help if you can. Thanks in advance, Webber Han From shin.imai at etimestech.jp Mon Jul 4 23:58:51 2005 From: shin.imai at etimestech.jp (Shin Imai) Date: Tue, 05 Jul 2005 12:58:51 +0900 Subject: [rt-users] Send an email by sendmail Message-ID: <20050705112830.796D.SHIN.IMAI@etimestech.jp> Hi, I have been working on RT3.4.2. I finally managed to get it working but it doesn't send emails. I get this error: [crit]: Could not send mail. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:280) I've read documentation but I don't really understand how it works. Do you know anthing that I should take a look to get it working with sendmail? Shin -- Shin Imai From rt-users at mjch.net Tue Jul 5 00:29:10 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Tue, 05 Jul 2005 14:29:10 +1000 Subject: [rt-users] general questions ... Message-ID: <20050705042910.GE4036@sci.monash.edu.au> 1) by default does a user replying to an email re-open the ticket if it's been closed in the meantime? I seem to remember in RT2 that this was the case ... if not, how would I go about establishing this behaviour? 2) How does one split a ticket? eg, if a user asks about three different problems, can the ticket be split into several to deal with each problem individually? Or would one create the tickets manually and associate them with the original one? -- Malcolm Herbert System Administrator ph [990] 54881 rm 28-241 School of GeoSciences From cartera at lei.net.au Tue Jul 5 01:53:25 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 05 Jul 2005 15:53:25 +1000 Subject: [rt-users] general questions ... In-Reply-To: <20050705042910.GE4036@sci.monash.edu.au> References: <20050705042910.GE4036@sci.monash.edu.au> Message-ID: <42CA2055.9010005@lei.net.au> 1) Yes 2) There was a way to split something easily.. Not sure if it was tickets or RTFM articles :) Malcolm Herbert wrote: >1) by default does a user replying to an email re-open the ticket >if it's been closed in the meantime? I seem to remember in RT2 that >this was the case ... if not, how would I go about establishing this >behaviour? > >2) How does one split a ticket? eg, if a user asks about three different >problems, can the ticket be split into several to deal with each problem >individually? Or would one create the tickets manually and associate >them with the original one? > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From hk at kapper.net Tue Jul 5 05:09:06 2005 From: hk at kapper.net (Harald Kapper) Date: Tue, 05 Jul 2005 11:09:06 +0200 Subject: [rt-users] removing deleted tickets from the db In-Reply-To: References: Message-ID: On Mon, 4 Jul 2005 17:12:14 -0400, "Brookes, Iris" wrote: >delete attachments where transactionid in (select id from transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); >-- >delete cachedgroupmembers where groupid in (select id from groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); >-- >delete groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); >-- >delete objectcustomfieldvalues where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); >-- >delete transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); >-- >delete tickets where type like 'ticket' and status like 'deleted'; hi I would love to shrink our rt-database by deleting definitely unwanted stuff from it - question here: is the above described delete-order confirmed by someone from bestpractical? thank you in advance Harald Kapper, icq# 36178328 http://kapper.net managing director, owner, loeblichgasse 6 chief executive officer 1090 vienna, .at tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net --------------mark--------------- The following Statement is False. The previous Statement is True. - Welcome to my World - ps. now running rt-3.4.1 on debian as I got completely stuck on trying to setup this release on redhat enterprise-linux. From fjonckers at Interconnect.be Tue Jul 5 05:38:14 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Tue, 5 Jul 2005 11:38:14 +0200 Subject: [rt-users] RT sending email that violates proper MIME RFC Message-ID: RT v3.4.2 action/sendmail.pm -> # fsck.com #5959: Since RT sends 8-bit mail, we should say so. $self->SetHeader( 'Content-Transfer-Encoding','8-bit'); So if I understand correctly this should read: # fsck.com #5959: Since RT sends 8-bit mail, we should say so. $self->SetHeader( 'Content-Transfer-Encoding','8bit'); that could explain why some mails get bounced back (receiving mail server is connected - sends its list of capabilities - and sending server disconnects without sending the message!) this results in a error message coming back (could not deliver message) which in turn is added to the ticket and results in a message being sent again .... causing a loop and bringing apache down on its knees the anti-loop code does not detect this :-/ will do some tests to see if this helps... thanks! filip > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Keith Wessel > Sent: zaterdag 2 juli 2005 23:21 > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT sending email that violates proper MIME RFC > > Thanks, Jesse, for the quick reply! > > Unfortunately, I'd have to break all sorts of things on this > RedHat system to get a new enough version of Apache and > Mod_perl running to run 3.4.2. (Sometimes, I miss the days > before package managers!) But thanks for the tip. I pulled > the hyphen out of the 8-bit (you were correct, it's supposed > to be 8bit) in Actions/SendEmail.pm for the > Content-Transfer-Encoding header. We're all better! > > Thanks for the awesome work on this product, and for being a > developer who's still so plugged in with your user community! > RT rocks! > > Thanks, > -Keith > > On Sat, Jul 02, 2005 at 02:41:25PM -0400, Jesse Vincent wrote: > > > > > > > > On Sat, Jul 02, 2005 at 01:14:25AM -0500, Keith Wessel wrote: > > > Hello, > > > > > > Saw nothing in the archives or elsehwere about this, so I thought > > > I'd ask if anyone else had seen this issue. > > > > > > Certain systems are having problems with the email that > my RT 3.2.3 > > > install is sending out. The problems started after > upgrading from > > > RT > > > 3.2.2 a few weeks ago. There are two related symptoms: > > > > Can you try coming up to the current release, RT 3.4.2, to > see if this > > is resolved? Specifically, the issue is an extra '-' in a > mail header > > "8-bit" should read "8bit" iirc. Or perhaps I have it backwards. > _______________________________________________ > 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 ----------------------------------------------- This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you. From fjonckers at Interconnect.be Tue Jul 5 05:53:55 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Tue, 5 Jul 2005 11:53:55 +0200 Subject: [rt-users] removing deleted tickets from the db Message-ID: Great work Iris !! can you confirm this works on version 3.4.2 ? did someone already test this ? this should be on the Wiki ;-) Filip ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brookes, Iris Sent: maandag 4 juli 2005 23:12 To: rt-users at lists.bestpractical.com Subject: [rt-users] removing deleted tickets from the db Hello: I've encountered some difficulties with RTx-shredder, so I wrote the following SQL script which resolved my problem in removing deleted tickets and I would like to share it. ======================================================================== ========== -- this script will delete all tickets and corresponding objects/records where the status of the ticket is "deleted" -- this script can be modified as needed -- the tables affected in ticket(s) cleanup are: -- attachments, cachedgroupmembers, groups, objectcustomfieldvalues, transactions and tickets -- and should be executed in the same order -- note the relationship between each table -- -- delete attachments where transactionid in (select id from transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); -- delete cachedgroupmembers where groupid in (select id from groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); -- delete groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete objectcustomfieldvalues where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete tickets where type like 'ticket' and status like 'deleted'; ======================================================================== ==== Iris CONFIDENTIALITY NOTICE ----------------------------------------------- This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you. From pieter at West.NL Tue Jul 5 08:28:52 2005 From: pieter at West.NL (Pieter van der Spek) Date: Tue, 05 Jul 2005 14:28:52 +0200 Subject: [rt-users] sorting based on custom fields Message-ID: <42CA7D04.1030703@west.nl> I've added the following to RT_SiteConfig.pm: ------------------------------------------------ # Default columns in ticket list Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, CF.{Category}, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__', CF.{Severity}}); ------------------------------------------------ As you can see I've added two custom fields. As expected they show up in the table. However, they're not clickable (i.e. I cannot sort the table based on the values of these custom fields). Is it possible to tweak RT in such a way that I can sort on custom fields in the search results table? -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From rblanco at ats-connection.com.br Tue Jul 5 08:38:57 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Tue, 5 Jul 2005 09:38:57 -0300 Subject: [rt-users] Access to the user Message-ID: Hi, Can I have an user with rights of observing the tickets in the system RT? With access just to look at the tickets? As I get to do this restriction? Thank you for who can help me -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at kenrobertson.com Tue Jul 5 09:54:22 2005 From: rt at kenrobertson.com (ken robertson) Date: Tue, 05 Jul 2005 23:54:22 +1000 Subject: [rt-users] Fetchmail under Windows In-Reply-To: References: Message-ID: <42CA910E.2060508@kenrobertson.com> G'day Filip, Thanks for responding Filip Jonckers wrote: > >>Fetchmail responds: >>reading message help at domain.name.au:1 of 2 (827 octets) RT >>server error. >>The RT server which handled your email did not behave as >>expected. It said: >>fetchmail: MDA returned nonzero status 75 not flushed > > fetchmail cannot write temporary files.. > > check if you have a cygwin user home folder like: > C:\cygwin\home\helpdesk_mail > (where helpdesk_mail is the user account which does the mail fetching > (run as.. account used by scheduled tasks...) > > the folder is created in the correct way by installing cygwin and > running it when logged on as the above account > (well that was the only way I could get it running) Cygwin doesn't have a problem writing its .PID file to (depending on the user) c:\cygwin\home\ or c:\documents and settings\\ >>Another thread said to install the cygwin package and run it >>as the user who'll run fetchmail. Tried that. I tried running fetchmail from the cygwin package with the mda as defined in rt-mailgate.conf. Exactly the same result. (fetchmail: MDA returned nonzero status 75) I also ran sysinternals filemon and it recorded no write failures or create failures so it appears that there were no problems writing files. Geez I'm so jealous of those folks who've managed to get it to run straight off. > we definetely need a better way in windows to handle the mail > processing... > for outbound mails we should use the SMTP service as included in Windows > 200x Server > > Filip > Interconnect -- Regards Ken From Iris.Brookes at tdsecurities.com Tue Jul 5 10:28:35 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Tue, 5 Jul 2005 10:28:35 -0400 Subject: [rt-users] removing deleted tickets from the db Message-ID: I'm using version 3.4.1 and I'm new to RT. Since installing RT 2 months ago, I've only been playing with it and I've encountered problems trying to cleanup the db. I broke the db a few times and had to drop and rebuild it; so I think I've worked out the relationships between the tables affected. I don't know if it would be beneficial to anyone, but I do know it is to me. Iris -----Original Message----- From: Filip Jonckers [mailto:fjonckers at Interconnect.be] Sent: Tuesday, July 05, 2005 5:54 AM To: Brookes, Iris; rt-users at lists.bestpractical.com Subject: RE: [rt-users] removing deleted tickets from the db Great work Iris !! can you confirm this works on version 3.4.2 ? did someone already test this ? this should be on the Wiki ;-) Filip ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brookes, Iris Sent: maandag 4 juli 2005 23:12 To: rt-users at lists.bestpractical.com Subject: [rt-users] removing deleted tickets from the db Hello: I've encountered some difficulties with RTx-shredder, so I wrote the following SQL script which resolved my problem in removing deleted tickets and I would like to share it. ======================================================================== ========== -- this script will delete all tickets and corresponding objects/records where the status of the ticket is "deleted" -- this script can be modified as needed -- the tables affected in ticket(s) cleanup are: -- attachments, cachedgroupmembers, groups, objectcustomfieldvalues, transactions and tickets -- and should be executed in the same order -- note the relationship between each table -- -- delete attachments where transactionid in (select id from transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); -- delete cachedgroupmembers where groupid in (select id from groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); -- delete groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete objectcustomfieldvalues where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete tickets where type like 'ticket' and status like 'deleted'; ======================================================================== ==== Iris CONFIDENTIALITY NOTICE ----------------------------------------------- This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you. From fw at deneb.enyo.de Tue Jul 5 10:26:12 2005 From: fw at deneb.enyo.de (Florian Weimer) Date: Tue, 05 Jul 2005 16:26:12 +0200 Subject: [rt-users] SquelchMailTo ticket attribute Message-ID: <87mzp1uy63.fsf@deneb.enyo.de> We have a couple of SquelchMailTo ticket attributes which suppress outgoing email for some tickets. I'm not sure how these attributes were added (there does not seem to be any UI for this task). Is it safe to delete them? From sturner at MIT.EDU Tue Jul 5 10:50:12 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 05 Jul 2005 10:50:12 -0400 Subject: [rt-users] SquelchMailTo ticket attribute In-Reply-To: <87mzp1uy63.fsf@deneb.enyo.de> References: <87mzp1uy63.fsf@deneb.enyo.de> Message-ID: <6.2.1.2.2.20050705104822.02c83478@po14.mit.edu> At Tuesday 7/5/2005 10:26 AM, Florian Weimer wrote: >We have a couple of SquelchMailTo ticket attributes which suppress >outgoing email for some tickets. I'm not sure how these attributes >were added (there does not seem to be any UI for this task). Is it >safe to delete them? The controls for this are on the ticket Reply screen - the section labelled something like 'this mail will not be sent to'. Uncheck the names listed. Steve From fw at deneb.enyo.de Tue Jul 5 10:55:20 2005 From: fw at deneb.enyo.de (Florian Weimer) Date: Tue, 05 Jul 2005 16:55:20 +0200 Subject: [rt-users] SquelchMailTo ticket attribute In-Reply-To: <6.2.1.2.2.20050705104822.02c83478@po14.mit.edu> (Stephen Turner's message of "Tue, 05 Jul 2005 10:50:12 -0400") References: <87mzp1uy63.fsf@deneb.enyo.de> <6.2.1.2.2.20050705104822.02c83478@po14.mit.edu> Message-ID: <87u0j9ti93.fsf@deneb.enyo.de> * Stephen Turner: > At Tuesday 7/5/2005 10:26 AM, Florian Weimer wrote: >>We have a couple of SquelchMailTo ticket attributes which suppress >>outgoing email for some tickets. I'm not sure how these attributes >>were added (there does not seem to be any UI for this task). Is it >>safe to delete them? > > The controls for this are on the ticket Reply screen - the section > labelled something like 'this mail will not be sent to'. Uncheck the > names listed. Yes, I've figured this out. However, I don't really understand how these values have been added to the database permanently; this has only happened for very few tickets. This inconsistency confuses my users. From Joseph_Micciche at Progressive.com Tue Jul 5 10:55:46 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 5 Jul 2005 10:55:46 -0400 Subject: [rt-users] Merge Tickets bug? In-Reply-To: <20050701005302.BCCF34D8280@diesel.bestpractical.com> Message-ID: We're running RT3.2.3 on RHEL3, Apache 1.3.33, mod_perl 1.29, MySQL 4.0.20, Perl 5.8.4. I never noticed this behavior when we ran RT3.0.07_01 on the same config. I had a ticket, #2183 Subject: Request for a Redesign Proposal. I received a new ticket, #2386 Subject: In reference to #2183. I merged 2386 into 2183. The Subject of 2183 then became the subject of 2386. Previously, the merged ticket maintained the Subject of the primary ticket - in this case 2183. What is expected behavior? and can I retain the Subject of the principal ticket? (There are no errors in rt.log.) Joe Micciche From shb at widearea.co.uk Tue Jul 5 10:26:47 2005 From: shb at widearea.co.uk (Simon Brock) Date: Tue, 5 Jul 2005 15:26:47 +0100 Subject: [rt-users] Search say one number of tickets but show less Message-ID: I have been setting up an RT 3.2.3 installation where different groups of users have access to different queues. The problem I have is on that front page where it says " 10 newest unowned tickets" on the front page it shows less than ten tickets. When you click through it will say something like 85 tickets at the top but only show five per page -- even though the number per page is greater than the number displayed. I have found a bug in the bug database: http://rt3.fsck.com/Ticket/Display.html?id=5832 which is similar and the fix provided does work. Is this the correct fix (which is over a year old and not acknowledged) or am I doing something wrong. Telling me I should use is 3.4.x is an option but does it solve the problem? Regards, Simon. From Joseph_Micciche at Progressive.com Tue Jul 5 11:09:17 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 5 Jul 2005 11:09:17 -0400 Subject: [rt-users] Merge tickets bug - more In-Reply-To: <20050701005302.BCCF34D8280@diesel.bestpractical.com> Message-ID: As a followup to my last email about Merge Tickets behavior, I also noticed upon merging the principal ticket had its priority reset. Is this behavior expected? and if so, how can I prevent it? Joe Micciche From babafou at pasteur.fr Tue Jul 5 11:17:19 2005 From: babafou at pasteur.fr (Marc Baudoin) Date: Tue, 5 Jul 2005 17:17:19 +0200 Subject: [rt-users] Dont't send requestors replies to themselves Message-ID: <20050705151719.GV13210@pasteur.fr> Hi, I'm running RT 3.4.2 and I'd like to change the way replies are handled. When the requestor replies to a message by the owner of the ticket, he gets back his own message because of this global scrip (or so I believe): On Correspond, Notify Requestors and Ccs with Global Template: Correspondence I'd like the requestor not to get back his own messages. I don't think I can just delete this scrip because then he won't get any reply from the ticket owner. Is there a way to distinguish, in a scrip, messages sent by the requestor (or CC) from messages sent by an AdminCC? In the end, I'd like: - AdminCCs to get all messages, messages from the ticket owner, other AdminCCs, messages from the requestor, messages from the CCs - the requestor and CCs to get only messages from the ticket owner, AdminCCs ans CCs. I've searched the Wiki documentation but found nothing that could help. Any idea? -- Marc Baudoin | Institut Pasteur | P?le informatique - syst?mes et r?seau From jesse at bestpractical.com Tue Jul 5 11:28:28 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Jul 2005 11:28:28 -0400 Subject: [rt-users] Search say one number of tickets but show less In-Reply-To: References: Message-ID: <20050705152828.GK17855@bestpractical.com> On Tue, Jul 05, 2005 at 03:26:47PM +0100, Simon Brock wrote: > I have been setting up an RT 3.2.3 installation where different > groups of users have access to different queues. > > The problem I have is on that front page where it says " 10 newest > unowned tickets" on the front page it shows less than ten tickets. > When you click through it will say something like 85 tickets at the > top but only show five per page -- even though the number per page is > greater than the number displayed. > > I have found a bug in the bug database: > > http://rt3.fsck.com/Ticket/Display.html?id=5832 > > which is similar and the fix provided does work. > Is this the correct fix (which is over a year old and not > acknowledged) or am I doing something wrong. That fix has some fairly intense performance implications, especially on larger databases. We've been discussing better ways to do this, but don't have anything for you yet. From fjonckers at Interconnect.be Tue Jul 5 11:29:17 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Tue, 5 Jul 2005 17:29:17 +0200 Subject: [rt-users] removing deleted tickets from the db Message-ID: it sure is Iris ! :-) will be trying the script in a few days .. I guess Jesse is the only person who can give his "blessing" on the completeness of the sql script :-) (maybe add it to the distribution ?) > -----Original Message----- > From: Brookes, Iris [mailto:Iris.Brookes at tdsecurities.com] > Sent: dinsdag 5 juli 2005 16:29 > To: Filip Jonckers; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] removing deleted tickets from the db > > I'm using version 3.4.1 and I'm new to RT. Since installing > RT 2 months ago, I've only been playing with it and I've > encountered problems trying to cleanup the db. I broke the db > a few times and had to drop and rebuild it; so I think I've > worked out the relationships between the tables affected. > > I don't know if it would be beneficial to anyone, but I do > know it is to me. > > Iris > > -----Original Message----- > From: Filip Jonckers [mailto:fjonckers at Interconnect.be] > Sent: Tuesday, July 05, 2005 5:54 AM > To: Brookes, Iris; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] removing deleted tickets from the db > > > Great work Iris !! > > can you confirm this works on version 3.4.2 ? > > did someone already test this ? > > this should be on the Wiki ;-) > > Filip > > > > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Brookes, Iris > Sent: maandag 4 juli 2005 23:12 > To: rt-users at lists.bestpractical.com > Subject: [rt-users] removing deleted tickets from the db > > > Hello: > > I've encountered some difficulties with RTx-shredder, > so I wrote the following SQL script which resolved my problem > in removing deleted tickets and I would like to share it. > > > ============================================================== > ========== > ========== > -- this script will delete all tickets and > corresponding objects/records where the status of the ticket > is "deleted" > -- this script can be modified as needed > -- the tables affected in ticket(s) cleanup are: > -- attachments, cachedgroupmembers, groups, > objectcustomfieldvalues, transactions and tickets > -- and should be executed in the same order > -- note the relationship between each table > -- > -- > delete attachments where transactionid in (select id > from transactions where objecttype like 'RT::Ticket' and > objectid in (select effectiveid from tickets where type like > 'ticket' and status like 'deleted')); > -- > delete cachedgroupmembers where groupid in (select id > from groups where domain like 'RT::Ticket-Role' and instance > in (select effectiveid from tickets where type like 'ticket' > and status like 'deleted')); > -- > delete groups where domain like 'RT::Ticket-Role' and > instance in (select effectiveid from tickets where type like > 'ticket' and status like 'deleted'); > -- > delete objectcustomfieldvalues where objecttype like > 'RT::Ticket' and objectid in (select effectiveid from tickets > where type like 'ticket' and status like 'deleted'); > -- > delete transactions where objecttype like 'RT::Ticket' > and objectid in (select effectiveid from tickets where type > like 'ticket' > and status like 'deleted'); > -- > delete tickets where type like 'ticket' and status like > 'deleted'; > > > ============================================================== > ========== > ==== > > Iris > > > CONFIDENTIALITY NOTICE > ----------------------------------------------- > This E-mail message and any documents which accompany it are > intended only for the use of the individual or entity to > which addressed, and may contain information that is > privileged, confidential or exempt from disclosure under > applicable law. If the reader is not the intended recipient, > any disclosure, distribution or other use of this E-mail > message is prohibited. If you have received this E-mail > message in error, please delete and notify the sender > immediately. Thank you. > > From Iris.Brookes at tdsecurities.com Tue Jul 5 11:17:39 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Tue, 5 Jul 2005 11:17:39 -0400 Subject: [rt-users] removing deleted tickets from the db Message-ID: The relationship is there in the code. For example, the relationship between the Attachments and Tickets tables is as follow: Attachments.TransactionID <==> Transactions.ID <==> Transactions.ObjectID <==> Tickets.EffectiveID This relationship can be found in the first delete statement. Iris -----Original Message----- From: Ahalya_Nathan at mudnebr.com [mailto:Ahalya_Nathan at mudnebr.com] Sent: Tuesday, July 05, 2005 10:45 AM To: Brookes, Iris Subject: RE: [rt-users] removing deleted tickets from the db Hi Iris, Could you give the relationships between the tickets .It will really help. Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com "Brookes, Iris" Sent by: rt-users-bounces at lists.bestpractical.com 07/05/2005 09:28 AM To "Filip Jonckers" , cc Subject RE: [rt-users] removing deleted tickets from the db I'm using version 3.4.1 and I'm new to RT. Since installing RT 2 months ago, I've only been playing with it and I've encountered problems trying to cleanup the db. I broke the db a few times and had to drop and rebuild it; so I think I've worked out the relationships between the tables affected. I don't know if it would be beneficial to anyone, but I do know it is to me. Iris -----Original Message----- From: Filip Jonckers [mailto:fjonckers at Interconnect.be] Sent: Tuesday, July 05, 2005 5:54 AM To: Brookes, Iris; rt-users at lists.bestpractical.com Subject: RE: [rt-users] removing deleted tickets from the db Great work Iris !! can you confirm this works on version 3.4.2 ? did someone already test this ? this should be on the Wiki ;-) Filip ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brookes, Iris Sent: maandag 4 juli 2005 23:12 To: rt-users at lists.bestpractical.com Subject: [rt-users] removing deleted tickets from the db Hello: I've encountered some difficulties with RTx-shredder, so I wrote the following SQL script which resolved my problem in removing deleted tickets and I would like to share it. ======================================================================== ========== -- this script will delete all tickets and corresponding objects/records where the status of the ticket is "deleted" -- this script can be modified as needed -- the tables affected in ticket(s) cleanup are: -- attachments, cachedgroupmembers, groups, objectcustomfieldvalues, transactions and tickets -- and should be executed in the same order -- note the relationship between each table -- -- delete attachments where transactionid in (select id from transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); -- delete cachedgroupmembers where groupid in (select id from groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted')); -- delete groups where domain like 'RT::Ticket-Role' and instance in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete objectcustomfieldvalues where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete transactions where objecttype like 'RT::Ticket' and objectid in (select effectiveid from tickets where type like 'ticket' and status like 'deleted'); -- delete tickets where type like 'ticket' and status like 'deleted'; ======================================================================== ==== Iris CONFIDENTIALITY NOTICE ----------------------------------------------- This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jul 5 11:32:23 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Jul 2005 11:32:23 -0400 Subject: [rt-users] SquelchMailTo ticket attribute In-Reply-To: <87mzp1uy63.fsf@deneb.enyo.de> References: <87mzp1uy63.fsf@deneb.enyo.de> Message-ID: <20050705153223.GM17855@bestpractical.com> On Tue, Jul 05, 2005 at 04:26:12PM +0200, Florian Weimer wrote: > We have a couple of SquelchMailTo ticket attributes which suppress > outgoing email for some tickets. I'm not sure how these attributes > were added (there does not seem to be any UI for this task). Is it > safe to delete them? On the ticket reply page, users can optionally tell RT not to ever send mail to a given ticket watcher. Presumably one of your users did this intentionally ;) Jesse -- From jesse at bestpractical.com Tue Jul 5 11:33:37 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Jul 2005 11:33:37 -0400 Subject: [rt-users] SquelchMailTo ticket attribute In-Reply-To: <20050705153223.GM17855@bestpractical.com> References: <87mzp1uy63.fsf@deneb.enyo.de> <20050705153223.GM17855@bestpractical.com> Message-ID: <20050705153337.GN17855@bestpractical.com> On Tue, Jul 05, 2005 at 11:32:23AM -0400, Jesse Vincent wrote: > > > > On Tue, Jul 05, 2005 at 04:26:12PM +0200, Florian Weimer wrote: > > We have a couple of SquelchMailTo ticket attributes which suppress > > outgoing email for some tickets. I'm not sure how these attributes > > were added (there does not seem to be any UI for this task). Is it > > safe to delete them? > > On the ticket reply page, users can optionally tell RT not to ever send > mail to a given ticket watcher. Presumably one of your users did this > intentionally ;) (Sorry, that's what I get for not reading mail in mutt's "threaded" view ;) > Jesse > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From harrison at itrd.gov Tue Jul 5 11:36:31 2005 From: harrison at itrd.gov (Harrison, William ) Date: Tue, 5 Jul 2005 11:36:31 -0400 Subject: [rt-users] RT Install-Initial database initialization question Message-ID: <01A46D03C041D64798A18E5A14947AC3110153@NCOEXCHANGE.itrd.gov> Doesn't really matter. Initialize the db first, or edit eh config files first... they both have to be done and the order simply doesn't matter. -----Original Message----- From: Christopher Allison [mailto:chris at cs.brandeis.edu] Sent: Sunday, July 03, 2005 3:07 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT Install-Initial database initialization question Hi All, I have what seems to me to be a pretty straightforward question. I'm using the instructions for an install on Red Hat Enterprise Linux 4 with RT 3.4.2 and FastCGI 2.4.2 located at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide I've also read the original rt-users at lists.bestpractical.com threads from when William Harrison first posted and tweaked the instructions. I'm using: RT v3.4.2 perl v5.8.5 Apache/2.0.52 mysql Ver 14.7 Distrib 4.1.10a, on RHEL 4 My problem is what seems to be a conflict between William's instructions and those located elsewhere. For the install of RT (after all dependencies are installed and all other preceding steps finished), William's instructions (which have worked beautifully for me thus far) are: ### Assuming everything is present and it's a go, install and ### initialize database... make install make initialize-database ### Make a copy of the dist config file to edit: cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm ### edit /opt/rt3/etc/RT_SiteConfig.pm ... However, 'make install' finishes by outputting the following: Congratulations. RT has been installed. You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm. (You will definitely need to set RT's database password in /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so could be very dangerous. Note that you do not have to manually add a database user or set up a database for RT. These actions will be taken care of in the next step.) After that, you need to initialize RT's database by running 'make initialize-database' I've read the FAQs, Docs, & other installation Guides located on the wiki. I've searched wiki.bestpractical.com for "make initialize-database", "RT_Config.pm", and "RT_SiteConfig.pm"; and I've searched lists.bestpractical.com for "make initialize-database". Thus far, while I'm pretty confident of how to proceed, I still want to double check. It seems that, contrary to William's instructions, I shouldn't 'make initialize-database' until I've configured RT_SiteConfig.pm (presumably after replacing it with a copy of RT_Config.pm, seeing as RT_SiteConfig.pm seems to have only a single line of configuration). However, William's instructions have worked so flawlessly thus far, that I want to make sure that there isn't anything I'm missing here. So, a relatively simple problem with a very long write-up. Any suggestions? Thanks, -Chris Allison -- Brandeis University CS Dept. Systems Operations Guru chris at cs.brandeis.edu http://www.cs.brandeis.edu/~guru/ _______________________________________________ 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 Tue Jul 5 11:37:02 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Jul 2005 11:37:02 -0400 Subject: [rt-users] Merge Tickets bug? In-Reply-To: References: <20050701005302.BCCF34D8280@diesel.bestpractical.com> Message-ID: <20050705153701.GO17855@bestpractical.com> On Tue, Jul 05, 2005 at 10:55:46AM -0400, Joseph_Micciche at Progressive.com wrote: > We're running RT3.2.3 on RHEL3, Apache 1.3.33, mod_perl 1.29, MySQL 4.0.20, > Perl 5.8.4. I never noticed this behavior when we ran RT3.0.07_01 on the > same config. > > I had a ticket, #2183 Subject: Request for a Redesign Proposal. > > I received a new ticket, #2386 Subject: In reference to #2183. > > I merged 2386 into 2183. The Subject of 2183 then became the subject of > 2386. > > Previously, the merged ticket maintained the Subject of the primary ticket > - in this case 2183. > > What is expected behavior? and can I retain the Subject of the principal > ticket? The expected behaviour is that 2183's subject should remain the same. I'm betting that MySQL is loading the wrong "half" of the merged ticket, possibly because RT isn't being specific enough. Can you show us the output of: SELECT * From Tickets where EffectiveId = 2183; ? Jesse From fw at deneb.enyo.de Tue Jul 5 11:40:22 2005 From: fw at deneb.enyo.de (Florian Weimer) Date: Tue, 05 Jul 2005 17:40:22 +0200 Subject: [rt-users] SquelchMailTo ticket attribute In-Reply-To: <20050705153337.GN17855@bestpractical.com> (Jesse Vincent's message of "Tue, 5 Jul 2005 11:33:37 -0400") References: <87mzp1uy63.fsf@deneb.enyo.de> <20050705153223.GM17855@bestpractical.com> <20050705153337.GN17855@bestpractical.com> Message-ID: <8764vptg61.fsf@deneb.enyo.de> * Jesse Vincent: >> > We have a couple of SquelchMailTo ticket attributes which suppress >> > outgoing email for some tickets. I'm not sure how these attributes >> > were added (there does not seem to be any UI for this task). Is it >> > safe to delete them? >> >> On the ticket reply page, users can optionally tell RT not to ever send >> mail to a given ticket watcher. Presumably one of your users did this >> intentionally ;) > > (Sorry, that's what I get for not reading mail in mutt's "threaded" view > ;) Huh? Now I'm really confused what's going on. I'm running a sightly customized version of RT 3.4.2 (html/Ticket/Elements/PreviewScrips hasn't been edited), and I don't see such a user interface. A quick try shows that in general, suppressing mail isn't persistent, either. What am I missing? From jesse at bestpractical.com Tue Jul 5 11:42:00 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 5 Jul 2005 11:42:00 -0400 Subject: [rt-users] SquelchMailTo ticket attribute In-Reply-To: <8764vptg61.fsf@deneb.enyo.de> References: <87mzp1uy63.fsf@deneb.enyo.de> <20050705153223.GM17855@bestpractical.com> <20050705153337.GN17855@bestpractical.com> <8764vptg61.fsf@deneb.enyo.de> Message-ID: <20050705154200.GQ17855@bestpractical.com> On Tue, Jul 05, 2005 at 05:40:22PM +0200, Florian Weimer wrote: > * Jesse Vincent: > > >> > We have a couple of SquelchMailTo ticket attributes which suppress > >> > outgoing email for some tickets. I'm not sure how these attributes > >> > were added (there does not seem to be any UI for this task). Is it > >> > safe to delete them? > >> > >> On the ticket reply page, users can optionally tell RT not to ever send > >> mail to a given ticket watcher. Presumably one of your users did this > >> intentionally ;) > > > > (Sorry, that's what I get for not reading mail in mutt's "threaded" view > > ;) > > Huh? I meant that it appeared that other folks had actually answered the question. > Now I'm really confused what's going on. I'm running a sightly > customized version of RT 3.4.2 (html/Ticket/Elements/PreviewScrips > hasn't been edited), and I don't see such a user interface. There's a right for it, though I don't remember it off the top of my head. > A quick try shows that in general, suppressing mail isn't persistent, either. It should be persistent, _per ticket_. So you can say "Don't email joe about ticket 1234." -- From ben at vintela.com Tue Jul 5 11:48:58 2005 From: ben at vintela.com (Ben Bush) Date: Tue, 05 Jul 2005 08:48:58 -0700 Subject: [rt-users] mason_handler taking 100% of CPU Message-ID: <42CAABEA.60508@vintela.com> We are running RT 3.4.2 and we are having major problems with the mason_handler process taking all of the CPU on the machine and forcing us to restart the webserver. After we restart, things work fine for about 15 minutes and then it goes back to sucking all of the CPU. We are not sure how to debug this problem or to see what mason_handler is doing. Any help is greatly appreciated. Thanks, Ben Bush From rblanco at ats-connection.com.br Tue Jul 5 12:42:12 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Tue, 5 Jul 2005 13:42:12 -0300 Subject: [rt-users] The new user access Message-ID: I have a doubt. I need to restrict the an user's access. I make the following steps 1 - I create the new user; 2 - I enable the option "Leave this user it to receive access rights" When access RT with this new user, the system liberates all the permissions to this new one user. When I restrict some permissions of this new user, the alterations don't take any effect. Because that happens? Thank you, if somebody can help me -------------- next part -------------- An HTML attachment was scrubbed... URL: From maxime.levasseur at b3g-telecom.com Tue Jul 5 12:52:07 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Tue, 05 Jul 2005 18:52:07 +0200 Subject: [rt-users] Automatic status incrementation - new => open Message-ID: <42CABAB7.20803@b3g-telecom.com> Hi all, I've an issue with tickets in the ' new ' status and i don't see the easyest way to solve it Sometimes, my users will have to put a comment in a ' new ' ticket but for different reasons ( workflow reasons ) , the ticket's status must be 'unchanged' after the comment akcnowledgement. Today, an update on a 'new' ticket will give it the ' open' status Off course, before updating the ticket, they have the possibility to change manually the status setting, changed by default to ' open' by choosing ' new, unchanged ' , but some of them will forgot to do it ... In fact I would like the default status to be ' new, unchanged ' instead of 'open' after a comment on an untouched ticket ( new ). According to you, which is the best way to do it ? By advance thanks a lot. I'm using a 3.4.0 release. max From trick at adonis.net Tue Jul 5 12:58:46 2005 From: trick at adonis.net (Patrick Morris) Date: Tue, 05 Jul 2005 09:58:46 -0700 Subject: [rt-users] The new user access In-Reply-To: References: Message-ID: <42CABC46.30506@adonis.net> You've given more permissive rights to a group this user belongs to, either globally or in a queue. If you haven't specified a group for this new user, look at "Everyone" and "Privileged Users". Rodrigo Blanco wrote: > I have a doubt. I need to restrict the an user's access. I make the > following steps > > > > 1 - I create the new user; > > 2 - I enable the option "Leave this user it to receive access rights" > > > > When access RT with this new user, the system liberates all the > permissions to this new one > > user. When I restrict some permissions of this new user, the > alterations don't take any effect. Because that happens? > From Joseph_Micciche at Progressive.com Tue Jul 5 13:29:06 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 5 Jul 2005 13:29:06 -0400 Subject: [rt-users] Merge Tickets bug? In-Reply-To: <20050705153701.GO17855@bestpractical.com> Message-ID: Jesse Vincent wrote on 07/05/2005 11:37:02 AM: > > What is expected behavior? and can I retain the Subject of the principal > > ticket? > The expected behaviour is that 2183's subject should remain the same. > I'm betting that MySQL is loading the wrong "half" of the merged ticket, > possibly because RT isn't being specific enough. > Can you show us the output of: > SELECT * From Tickets where EffectiveId = 2183; Here is the output of that query, Jesse (sorry for the csv format): "2183";"2183";"3";"ticket";"0";"0";"457";"xxx-requests 2183";"11";"99";"11";"0";"0";"resolved";"0";NULL;"2005-06-02 04:00:00";"2005-06-02 20:17:46";"2005-07-01 04:00:00";"2005-07-05 15:07:04";"12";"2005-07-05 15:07:06";"306";"2005-06-02 19:51:45";"0" "2316";"2183";"3";"ticket";"0";"0";"10";"xxx-requests 2183";"11";"99";"11";"0";"0";"resolved";"0";NULL;"1970-01-01 00:00:00";"1970-01-01 00:00:00";"2005-07-12 14:35:30";"1970-01-01 00:00:00";"457";"2005-07-05 14:35:45";"457";"2005-07-05 14:35:30";"0" or: Dumping data for table Tickets 2183 2183 3 ticket 0 0 457 xxx-requests 2183 11 99 11 0 0 resolved 0 NULL 2005-06-02 04:00:00 2005-06-02 20:17:46 2005-07-01 04:00:00 2005-07-05 15:07:04 12 2005-07-05 15:07:06 306 2005-06-02 19:51:45 0 2316 2183 3 ticket 0 0 10 xxx-requests 2183 11 99 11 0 0 resolved 0 NULL 1970-01-01 00:00:00 1970-01-01 00:00:00 2005-07-12 14:35:30 1970-01-01 00:00:00 457 2005-07-05 14:35:45 457 2005-07-05 14:35:30 0 (Unfortunately I resolved it after merging - but I can do a test ticket to repeat and get those results if it'd help.) joe From babafou at pasteur.fr Tue Jul 5 13:45:14 2005 From: babafou at pasteur.fr (Marc Baudoin) Date: Tue, 5 Jul 2005 19:45:14 +0200 Subject: [rt-users] Re: Dont't send requestors replies to themselves In-Reply-To: <20050705151719.GV13210@pasteur.fr> References: <20050705151719.GV13210@pasteur.fr> Message-ID: <20050705174514.GA2699@pasteur.fr> Marc Baudoin ?crit : > > I'm running RT 3.4.2 and I'd like to change the way replies are > handled. When the requestor replies to a message by the owner of > the ticket, he gets back his own message because of this global > scrip (or so I believe): > > On Correspond, Notify Requestors and Ccs with Global Template: > Correspondence In fact it's because I set the $NotifyActor to 1 (so that the AdminCCs get their own messages but that makes also requestors get their own messages). Now with $NotifyActor to 0 (which is the default), requestors don't get their own messages. Neither do the AdminCCs (which is not what I want, I believe I'll have to hack Notify.pm...). Thanks to Rick Russell hor his help. -- Marc Baudoin | Institut Pasteur | P?le informatique - syst?mes et r?seau From alex at rnp.br Tue Jul 5 15:08:14 2005 From: alex at rnp.br (Alex S. Moura) Date: Tue, 05 Jul 2005 16:08:14 -0300 Subject: [rt-users] Broken RT-3.0.12 Message-ID: <42CADA9E.4020706@rnp.br> Hello, I need help to fix a broken RT 3.0.12 installation. Our RT is giving the following message when someone tries to create a ticket by email: Error sample: ------------------------ 
Couldn't load module RT::Interface::Email::: Can't locate 
RT/Interface/Email/.pm in @INC (@INC contains: /usr/local/rt3/local/lib 
/usr/local/rt3/lib /usr/local/lib/perl5/site_perl/5.8.6/mach 
/usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
/usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
/usr/local/lib/perl5/5.8.6 .) at (eval 15931) line 1.

Stack:
 [(eval 15931):1]
 [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]


Trace begun at 
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Couldn\'t load module 
RT::Interface::Email::: Can\'t locate RT/Interface/Email/.pm in @INC 
(@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib 
/usr/local/lib/perl5/site_perl/5.8.6/mach 
/usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
/usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
/usr/local/lib/perl5/5.8.6 .) at (eval 15931) line 1.^J^JStack:^J  
[(eval 15931):1]^J  
[/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]^J') called 
at /usr/local/rt3/lib/RT/Interface/Email.pm line 515
RT::Interface::Email::Gateway('HASH(0xd5f6038)') called at 
/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32
HTML::Mason::Commands::__ANON__('message', 'From 
eventosicone at iconenet.com.br Wed Jun 29 22:58:55 2005^JReceived: from 
urano.sso.rnp.br (urano.sso.rnp.br [200.130.25.26])^J^Iby 
ceo.nc-rj.rnp.br (8.13.3/8.12.10) with ESMTP id j5TLUCra019956^J^Ifor 
<rt at corcovado.ceo.rnp.br>; Wed, 29 Jun 2005 18:30:13 -0300 
(BRT)^J^I(envelope-from eventosicone at iconenet.com.br)^JReceived: from 
hermes (proxy-ftp.tripweb.com.br [200.160.61.4])^J^Iby urano.sso.rnp.br 
(SSO/RNP) with SMTP id j5TLTVvx087683^J^Ifor <ceo at rnp.br>; Wed, 29 
Jun 2005 18:29:32 -0300 (BRT)^JMessage-Id: 
<200506292129.j5TLTVvx087683 at urano.sso.rnp.br>^JFrom: 
"Eventos M-Mcone" <eventosicone at iconenet.com.br>^JTo: 
<ceo at rnp.br>^JSubject: AMOP - Curso de AnM-alise e Modelagem de 
Processos de NegM-scios - PrM-atico^JMime-Version: 1.0^JContent-Type: 
text/html; charset="iso-8859-1"^JDate: Wed, 29 Jun 2005 
18:30:23^J^J<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01 
Transitional//EN&q!
uot;>^J<html>^J<head>^J<title>Documento sem 
t&iacute;tulo</title>^J<meta 
http-equiv="Content-Type" content="text/html; 
charset=iso-8859-1">^J</head>^J^J<body>^J<TABLE 
width=760 height="1968" border=0 align=center cellPadding=0 
cellSpacing=0>^J  <TBODY>^J    <TR> ^J      <TD 
height="84"> <form name="form1" 
method="post" action="">^J          <img 
src="http://www.iconenet.com.br/imgs/topo.jpg" 
width="750" height="80"> ^J        
</form></TD>^J    </TR>^J    <TR> ^J      <TD 
height="1867" align=middle vAlign=top bgColor=#ffffff> 
^J        <table width="100%" height="1245" 
border="1" bordercolor="#FFFFFF">^J          
<tr> ^J            <td height="23" 
bgcolor="#336633"> <div ali!
gn="center"><font color="#FFFFFF" size="


;+3" face="Arial, Helvetica, sans-serif"
------------------------


Thanks for any hints,

Alex


From justin at z-axis.com  Tue Jul  5 15:19:22 2005
From: justin at z-axis.com (Justin Bennett)
Date: Tue, 5 Jul 2005 12:19:22 -0700
Subject: [rt-users] problems with "make initialize-database"
Message-ID: <20050705191944.14FF94D8013@diesel.bestpractical.com>

Fedora Core 3:

 

When running the "make initialize-database" portion of the install, I get
the following error:

 

### Output ###

. snip .

Creating queues...1.2.done.

Creating ACL...2.3.done.

Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.

Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.

Creating templates...1.*** glibc detected *** free(): invalid next size
(normal): 0x0aac2998 ***

make: *** [initialize-database] Aborted

 

### End Output ###

 

I have looked up the problem, and know that it is two calls to the free()
function to free the same pointer that are no longer needed in glibc-2.3.x.
However, I cannot track down where the calls are being made.

 

Anyone have any ideas?

 

Thanks,

 

Justin

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From m-liebman at northwestern.edu  Tue Jul  5 15:28:26 2005
From: m-liebman at northwestern.edu (Michael S. Liebman)
Date: Tue, 5 Jul 2005 15:28:26 -0400
Subject: [rt-users] RT for correction of defects
In-Reply-To: 
References: 
Message-ID: <20050705192826.GA14429@SDF.LONESTAR.ORG>

On Mon, Jul 04, 2005 at 02:06:51PM -0300, F?bio Luiz Rosato wrote:
> Hi,
> 
> Exists some plugin for the RT that it makes integration with the Subversion?

http://search.cpan.org/~JESSE/RT-Integration-SVN/

Directions for using it are in the README.

Michael
-- 
Michael S. Liebman                      m-liebman at northwestern.edu
                  http://msl521.freeshell.org/
"I have vision and the rest of the world wears bifocals."
        -Paul Newman in "Butch Cassidy & the Sundance Kid"


From jesse at bestpractical.com  Tue Jul  5 15:52:02 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 5 Jul 2005 15:52:02 -0400
Subject: [rt-users] Merge Tickets bug?
In-Reply-To: 
References: <20050705153701.GO17855@bestpractical.com>
	
Message-ID: <20050705195202.GD17855@bestpractical.com>




On Tue, Jul 05, 2005 at 01:29:06PM -0400, Joseph_Micciche at Progressive.com wrote:
> Jesse Vincent  wrote on 07/05/2005 11:37:02 AM:
> 
> > > What is expected behavior? and can I retain the Subject of the
> principal
> > > ticket?
> 
> > The expected behaviour is that 2183's subject should remain the same.
> > I'm betting that MySQL is loading the wrong "half" of the merged ticket,
> > possibly because RT isn't being specific enough.
> 
> > Can you show us the output of:
> 
> > SELECT * From Tickets where EffectiveId = 2183;
> 
> Here is the output of that query, Jesse (sorry for the csv format):

I don't see the subject lines I'd expect. See if you can repeat it with
a new pair of tickets and send me the output of 

SELECT id, EffectiveId, Subject from Tickets where EffectiveId = ; 




From jesse at bestpractical.com  Tue Jul  5 16:05:34 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 5 Jul 2005 16:05:34 -0400
Subject: [rt-users] db upgrading missing schema for mysql?
In-Reply-To: <7jejc19a9fl9f7ofipgn88hs149aki7ppc@192.168.0.1>
References: <7jejc19a9fl9f7ofipgn88hs149aki7ppc@192.168.0.1>
Message-ID: <20050705200534.GF17855@bestpractical.com>




On Tue, Jul 05, 2005 at 12:45:40AM +0200, Harald Kapper wrote:
> hi
> I'm upgrading (obviously) from RT 3.0.9 to current - during the application of
> the database-schemas the follwing strange things came up:

FWIW, These are harmless errors.


From Joseph_Micciche at Progressive.com  Tue Jul  5 16:10:18 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 5 Jul 2005 16:10:18 -0400
Subject: [rt-users] Merge Tickets bug?
In-Reply-To: <20050705195202.GD17855@bestpractical.com>
Message-ID: 

> I don't see the subject lines I'd expect. See if you can repeat it with
> a new pair of tickets and send me the output of

> SELECT id, EffectiveId, Subject from Tickets where EffectiveId =  ticket id>;

Hi Jesse,

I created #2321 - Test of Merge - Parent. Then created #2322 - Test of
Merge - Child. Merged 2322 into 2321, subject of 2321 is now Test of Merge
- Child.

Ticket chronology includes:

Tue Jul 05 16:02:51 2005  root - Ticket created     [Reply] [Comment]
Subject: Test of Merge - Parent

Download (untitled)
text/plain 63b
This is a test of the merge process. This is the parent ticket.

#     Tue Jul 05 16:02:53 2005  RT_System - Outgoing email recorded
[Show]

#     Tue Jul 05 16:02:54 2005  RT_System - Outgoing email recorded
[Show]

#     Tue Jul 05 16:04:01 2005  root - Ticket 2322: Ticket created
[Reply] [Comment]
Subject: Test of Merge - Child

Download (untitled)
text/plain 91b
This is a test of merging tickets. This is the child ticket, as noted
in the subject line.

#     Tue Jul 05 16:04:03 2005  RT_System - Ticket 2322: Outgoing email
recorded     [Show]

#     Tue Jul 05 16:04:04 2005  RT_System - Ticket 2322: Outgoing email
recorded     [Show]

#     Tue Jul 05 16:04:37 2005  root - Ticket 2322: Merged into ticket
#2321

#     Tue Jul 05 16:04:37 2005  root - Subject changed from Test of Merge -
Parent to Test of Merge - Child

SQL results you asked for:

Dumping data for table Tickets
2321  2321  Test of Merge - Child
2322  2321  Test of Merge - Child

joe



From hk at kapper.net  Tue Jul  5 16:54:35 2005
From: hk at kapper.net (Harald Kapper)
Date: Tue, 05 Jul 2005 22:54:35 +0200
Subject: [rt-users] RT Install-Initial database initialization question
In-Reply-To: <01A46D03C041D64798A18E5A14947AC3110153@NCOEXCHANGE.itrd.gov>
References: <01A46D03C041D64798A18E5A14947AC3110153@NCOEXCHANGE.itrd.gov>
Message-ID: 

On Tue, 5 Jul 2005 11:36:31 -0400, "Harrison, William " 
wrote:

>Doesn't really matter. Initialize the db first, or edit eh config files first... they both have to be done and the order simply doesn't matter.

hi
actually it _does_ matter - do the config-file first then do the
database-initialisation otherwise the "make initdb" won't have enough
information in order to create the database, tables, users,... right.

hth
Harald Kapper, icq# 36178328         http://kapper.net
managing director, owner,            loeblichgasse   6
chief executive officer              1090 vienna,  .at
tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net
--------------mark---------------
The following Statement is False.
 The previous Statement is True. 
     - Welcome to my World -     


From Ahalya_Nathan at mudnebr.com  Tue Jul  5 16:57:14 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Tue, 5 Jul 2005 15:57:14 -0500
Subject: [rt-users] ObjectCustomFieldValues
In-Reply-To: <20050705192826.GA14429@SDF.LONESTAR.ORG>
Message-ID: 

Hi all,
Can anyone tell me when the ObjectCustomFieldValues table is actually 
updated? Is it updated during the creation of the ticket?

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Iris.Brookes at tdsecurities.com  Tue Jul  5 17:00:46 2005
From: Iris.Brookes at tdsecurities.com (Brookes, Iris)
Date: Tue, 5 Jul 2005 17:00:46 -0400
Subject: [rt-users] ObjectCustomFieldValues
Message-ID: 

If you have a ticket custom field that's populated at any time during the life of a ticket, then you'll have respective entry(ies) in the ObjectCustomFieldValues table.
 
Iris

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Ahalya_Nathan at mudnebr.com
Sent: Tuesday, July 05, 2005 4:57 PM
To: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com
Subject: [rt-users] ObjectCustomFieldValues



Hi all, 
Can anyone tell me when the ObjectCustomFieldValues table is actually updated? Is it updated during the creation of the ticket? 

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Ruslan.Zakirov at miet.ru  Tue Jul  5 21:58:39 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Wed, 06 Jul 2005 05:58:39 +0400
Subject: [rt-users] Broken RT-3.0.12
In-Reply-To: <42CADA9E.4020706@rnp.br>
References: <42CADA9E.4020706@rnp.br>
Message-ID: <42CB3ACF.3050309@miet.ru>

Did you customize @RT::MailPlugins in SiteConfig?


Alex S. Moura wrote:
> Hello,
> 
> I need help to fix a broken RT 3.0.12 installation.
> Our RT is giving the following message when someone tries to
> create a ticket by email:
> 
> Error sample:
> ------------------------
> 
> 
Couldn't load module RT::Interface::Email::: Can't locate
> RT/Interface/Email/.pm in @INC (@INC contains: /usr/local/rt3/local/lib
> /usr/local/rt3/lib /usr/local/lib/perl5/site_perl/5.8.6/mach
> /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl
> /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach
> /usr/local/lib/perl5/5.8.6 .) at (eval 15931) line 1.
> 
> Stack:
> [(eval 15931):1]
> [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]
> 
> 
> Trace begun at
> /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
> HTML::Mason::Exceptions::rethrow_exception('Couldn\'t load module
> RT::Interface::Email::: Can\'t locate RT/Interface/Email/.pm in @INC
> (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib
> /usr/local/lib/perl5/site_perl/5.8.6/mach
> /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl
> /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach
> /usr/local/lib/perl5/5.8.6 .) at (eval 15931) line 1.^J^JStack:^J 
> [(eval 15931):1]^J 
> [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]^J') called
> at /usr/local/rt3/lib/RT/Interface/Email.pm line 515
> RT::Interface::Email::Gateway('HASH(0xd5f6038)') called at
> /usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway line 32
> HTML::Mason::Commands::__ANON__('message', 'From
> eventosicone at iconenet.com.br Wed Jun 29 22:58:55 2005^JReceived: from
> urano.sso.rnp.br (urano.sso.rnp.br [200.130.25.26])^J^Iby
> ceo.nc-rj.rnp.br (8.13.3/8.12.10) with ESMTP id j5TLUCra019956^J^Ifor
> <rt at corcovado.ceo.rnp.br>; Wed, 29 Jun 2005 18:30:13 -0300
> (BRT)^J^I(envelope-from eventosicone at iconenet.com.br)^JReceived: from
> hermes (proxy-ftp.tripweb.com.br [200.160.61.4])^J^Iby urano.sso.rnp.br
> (SSO/RNP) with SMTP id j5TLTVvx087683^J^Ifor <ceo at rnp.br>; Wed, 29
> Jun 2005 18:29:32 -0300 (BRT)^JMessage-Id:
> <200506292129.j5TLTVvx087683 at urano.sso.rnp.br>^JFrom:
> "Eventos M-Mcone" <eventosicone at iconenet.com.br>^JTo:
> <ceo at rnp.br>^JSubject: AMOP - Curso de AnM-alise e Modelagem de
> Processos de NegM-scios - PrM-atico^JMime-Version: 1.0^JContent-Type:
> text/html; charset="iso-8859-1"^JDate: Wed, 29 Jun 2005
> 18:30:23^J^J<!DOCTYPE HTML PUBLIC "-//W3C//DTD HTML 4.01
> Transitional//EN&q!
> uot;>^J<html>^J<head>^J<title>Documento sem
> t&iacute;tulo</title>^J<meta
> http-equiv="Content-Type" content="text/html;
> charset=iso-8859-1">^J</head>^J^J<body>^J<TABLE
> width=760 height="1968" border=0 align=center cellPadding=0
> cellSpacing=0>^J  <TBODY>^J    <TR> ^J      <TD
> height="84"> <form name="form1"
> method="post" action="">^J          <img
> src="http://www.iconenet.com.br/imgs/topo.jpg"
> width="750" height="80"> ^J       
> </form></TD>^J    </TR>^J    <TR> ^J      <TD
> height="1867" align=middle vAlign=top bgColor=#ffffff>
> ^J        <table width="100%" height="1245"
> border="1" bordercolor="#FFFFFF">^J         
> <tr> ^J            <td height="23"
> bgcolor="#336633"> <div ali!
> gn="center"><font color="#FFFFFF" size="
> 
> 
> ;+3" face="Arial, Helvetica, sans-serif"
> ------------------------
> 
> 
> Thanks for any hints,
> 
> Alex
> _______________________________________________
> 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 Jul  5 19:44:15 2005
From: mtaylor at real.com (Mark Taylor)
Date: Tue, 05 Jul 2005 16:44:15 -0700
Subject: [rt-users] auto reply on ticket create has stopped working
Message-ID: <42CB1B4F.3070605@real.com>

all

my rt.log looks like this:

>[Tue Jul  5 21:39:46 2005] [info]: Ticket 15851 created in queue 'general' by  (/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:642)
>[Tue Jul  5 22:50:19 2005] [info]: .com> #15851/76366 - Scrip 4  (/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:92)
>[Tue Jul  5 22:50:19 2005] [info]: .com> sent To:  Cc:  Bcc: adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com (/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:302)
>
not that the 'To" field is blank.  always is.
the scrip in question is "On Create Notify Requestors, Ccs and AdminCcs 
with template Autoreply"

Description: 	
Condition: 	
Custom condition: 	
Action: 	
Custom action preparation code: 	
Custom action cleanup code: 	
Stage: 	
Template: 	

	  	* *



what could be going wrong?

thanks in advance


mt
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From hk at kapper.net  Tue Jul  5 21:04:05 2005
From: hk at kapper.net (Harald Kapper)
Date: Wed, 06 Jul 2005 03:04:05 +0200
Subject: [rt-users] problems with "make initialize-database"
In-Reply-To: <20050705191944.14FF94D8013@diesel.bestpractical.com>
References: <20050705191944.14FF94D8013@diesel.bestpractical.com>
Message-ID: 

On Tue, 5 Jul 2005 12:19:22 -0700, "Justin Bennett"  wrote:

>Fedora Core 3:
>When running the "make initialize-database" portion of the install, I get
>the following error:
>### Output ###
>. snip .
>
>Creating queues...1.2.done.
>
>Creating ACL...2.3.done.
>
>Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
>
>Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
>
>Creating templates...1.*** glibc detected *** free(): invalid next size
>(normal): 0x0aac2998 ***
>
>make: *** [initialize-database] Aborted


Hi Justin,
same is true on RHEL V4 - actually we had an old redhat v9 based rt-setup here
that broke the very same way (not giving glibc-detects, but segfaults) and I
suspect some updated perl-modules, but I have honestly no idea what is causing
all this trouble - we went in kind of an emergency to a debian-package-based
setup and that went well (and I'm definitely not trying to update any
perl-packages via cpan for now).

regards
Harald Kapper, icq# 36178328         http://kapper.net
managing director, owner,            loeblichgasse   6
chief executive officer              1090 vienna,  .at
tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net
--------------mark---------------
The following Statement is False.
 The previous Statement is True. 
     - Welcome to my World -     


From dvastine at vastine.net  Tue Jul  5 21:30:18 2005
From: dvastine at vastine.net (David Vastine)
Date: Tue, 5 Jul 2005 19:30:18 -0600
Subject: [rt-users] importance header?
Message-ID: 

   RT doesn't seem to recognize the 'importance' email header by  
default, but can it be made to?  So a "high importance" email can  
change the priority of a ticket or similar.. I can't seem to find any  
documentation or other correspondence where someone is trying to do  
this.. Thanks.

David


From hk at kapper.net  Wed Jul  6 01:44:48 2005
From: hk at kapper.net (Harald Kapper)
Date: Wed, 06 Jul 2005 07:44:48 +0200
Subject: [rt-users] rtfm - howto use "Include RTFM article:"
Message-ID: <6rrmc1dmuqmcbvckm07cntjqehf2halubl@192.168.0.1>

hi
we just put rtfm into our new rt-setup and I have no idea what to enter at the
given input-field named RTFM-Include-Article-Named in order to get a
rtfm-article directly included - neither naming nor numbering seem to work for
me.

any suggestions appreciated,
Harald Kapper, icq# 36178328         http://kapper.net
software-development and             loeblichgasse   6
security-consulting                  1090 vienna,  .at
tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net
--------------mark---------------
The following Statement is False.
 The previous Statement is True. 
     - Welcome to my World -     


From hilde.rafaelsen at cc.uit.no  Wed Jul  6 04:13:18 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Wed, 6 Jul 2005 10:13:18 +0200
Subject: SV: [rt-users] Upgrading from 3.0.11 to 3.4.2
Message-ID: 

Hi again,

Did you move your existing /opt/rt3 tree completely out of the way
before the upgrade?

Hilde   

-----Opprinnelig melding-----
Fra: Pieter van der Spek [mailto:pieter at West.NL] 
Sendt: 4. juli 2005 11:04
Til: Hilde T Lauvset Rafaelsen
Kopi: rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Upgrading from 3.0.11 to 3.4.2

On 07/04/2005 10:45 AM, Hilde T Lauvset Rafaelsen wrote:
> We run RT 3.0.10 today and now we want to upgrade to the newest
version.
> Does anybody know if it's goung to be a problem to just run an
upgrade?
> Even if the new version goes from 3.0 to 3.4?
> 
I upgraded from 3.0.?? to 3.4.1 on Debian and it went smoothly.

> I am really scared that RT or the database will crash so I lose data.
> 
Don't be. I recently upgraded and had no problems whatsoever. But, just
in case, backup your database. Than there is no chance of losing any
data at all.

--
-- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15
2191 600



From hilde.rafaelsen at cc.uit.no  Wed Jul  6 05:23:21 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Wed, 6 Jul 2005 11:23:21 +0200
Subject: [rt-users] Upgrading RT problem
Message-ID: 

Hi,

I try to upgrade RT 3.0.10 to version 3.4.

I run make upgrade in the installation directory. It went ok. But when I tried to run        /opt/rt3/sbin/rt-setup-database --action schema \
           --datadir etc/upgrade/3.1.0
       /opt/rt3/sbin/rt-setup-database --action acl \
           --datadir etc/upgrade/3.1.0
       /opt/rt3/sbin/rt-setup-database --action insert \
            --datadir etc/upgrade/3.1.0

I got en error like this:

Can't locate Cache/Simple/TimedExpiry.pm in @INC (@INC contains: /opt/rt3/lib /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3 /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/5.8.3 /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/5.8.3/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/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RT/Principal_Overlay.pm line 55.
BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principal_Overlay.pm line 55.
Compilation failed in require at (eval 44) line 3.
Compilation failed in require at /opt/rt3/lib/RT/Principals.pm line 73.
BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principals.pm line 73.
Compilation failed in require at /opt/rt3/lib/RT/User_Overlay.pm line 79.
BEGIN failed--compilation aborted at /opt/rt3/lib/RT/User_Overlay.pm line 79.
Compilation failed in require at (eval 41) line 3.
Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 68.
BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 68.
Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 72.
BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm line 72.
Compilation failed in require at /opt/rt3/lib/RT.pm line 49.
BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49.
Compilation failed in require at /opt/rt3/sbin/rt-setup-database line 57.
BEGIN failed--compilation aborted at /opt/rt3/sbin/rt-setup-database line 57.

Have anybody an idea of what the problem can be?

When I started the upgrading I only run ./configure and then make upgrade. Is this right thing to do?

--
Hilde

-------------------------------------
Hilde Therese Lauvset Rafaelsen
IT-avdelingen, Universitetet i Troms?
Tlf: +47 77 64 58 01 


From glasser at bestpractical.com  Wed Jul  6 05:32:24 2005
From: glasser at bestpractical.com (David Glasser)
Date: Wed, 6 Jul 2005 06:32:24 -0300
Subject: [rt-users] Upgrading RT problem
In-Reply-To: 
References: 
Message-ID: <53FE6353-A11D-4667-921D-3F472145B6B1@bestpractical.com>

Did you run "make testdeps"?

It looks like you're missing Cache::Simple::TimedExpiry.

--dave

On Jul 6, 2005, at 6:23 AM, Hilde T Lauvset Rafaelsen wrote:

> Hi,
>
> I try to upgrade RT 3.0.10 to version 3.4.
>
> I run make upgrade in the installation directory. It went ok. But  
> when I tried to run        /opt/rt3/sbin/rt-setup-database --action  
> schema \
>            --datadir etc/upgrade/3.1.0
>        /opt/rt3/sbin/rt-setup-database --action acl \
>            --datadir etc/upgrade/3.1.0
>        /opt/rt3/sbin/rt-setup-database --action insert \
>             --datadir etc/upgrade/3.1.0
>
> I got en error like this:
>
> Can't locate Cache/Simple/TimedExpiry.pm in @INC (@INC contains: / 
> opt/rt3/lib /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/ 
> perl5/5.8.3 /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/ 
> 5.8.3 /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/5.8.3/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/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/ 
> vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/ 
> vendor_perl .) at /opt/rt3/lib/RT/Principal_Overlay.pm line 55.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/ 
> Principal_Overlay.pm line 55.
> Compilation failed in require at (eval 44) line 3.
> Compilation failed in require at /opt/rt3/lib/RT/Principals.pm line  
> 73.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principals.pm  
> line 73.
> Compilation failed in require at /opt/rt3/lib/RT/User_Overlay.pm  
> line 79.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/ 
> User_Overlay.pm line 79.
> Compilation failed in require at (eval 41) line 3.
> Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 68.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line  
> 68.
> Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm  
> line 72.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm  
> line 72.
> Compilation failed in require at /opt/rt3/lib/RT.pm line 49.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49.
> Compilation failed in require at /opt/rt3/sbin/rt-setup-database  
> line 57.
> BEGIN failed--compilation aborted at /opt/rt3/sbin/rt-setup- 
> database line 57.
>
> Have anybody an idea of what the problem can be?
>
> When I started the upgrading I only run ./configure and then make  
> upgrade. Is this right thing to do?
>
> --
> Hilde
>
> -------------------------------------
> Hilde Therese Lauvset Rafaelsen
> IT-avdelingen, Universitetet i Troms?
> Tlf: +47 77 64 58 01
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>

--dave
   Code Monkey, Best Practical Solutions
-- 
David Glasser | glasser at bestpractical.com



From hilde.rafaelsen at cc.uit.no  Wed Jul  6 06:12:52 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Wed, 6 Jul 2005 12:12:52 +0200
Subject: SV: [rt-users] Upgrading RT problem
Message-ID: 

Hi,

I checked the perl dependencies and found some missing stuff. When I installed this all went well.

Thanks.

Hilde 

-----Opprinnelig melding-----
Fra: David Glasser [mailto:glasser at bestpractical.com] 
Sendt: 6. juli 2005 11:32
Til: Hilde T Lauvset Rafaelsen
Kopi: rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Upgrading RT problem

Did you run "make testdeps"?

It looks like you're missing Cache::Simple::TimedExpiry.

--dave

On Jul 6, 2005, at 6:23 AM, Hilde T Lauvset Rafaelsen wrote:

> Hi,
>
> I try to upgrade RT 3.0.10 to version 3.4.
>
> I run make upgrade in the installation directory. It went ok. But  
> when I tried to run        /opt/rt3/sbin/rt-setup-database --action  
> schema \
>            --datadir etc/upgrade/3.1.0
>        /opt/rt3/sbin/rt-setup-database --action acl \
>            --datadir etc/upgrade/3.1.0
>        /opt/rt3/sbin/rt-setup-database --action insert \
>             --datadir etc/upgrade/3.1.0
>
> I got en error like this:
>
> Can't locate Cache/Simple/TimedExpiry.pm in @INC (@INC contains: / 
> opt/rt3/lib /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/
> perl5/5.8.3 /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/
> 5.8.3 /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/5.8.3/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/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/
> vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/ 
> vendor_perl .) at /opt/rt3/lib/RT/Principal_Overlay.pm line 55.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/ 
> Principal_Overlay.pm line 55.
> Compilation failed in require at (eval 44) line 3.
> Compilation failed in require at /opt/rt3/lib/RT/Principals.pm line 
> 73.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principals.pm 
> line 73.
> Compilation failed in require at /opt/rt3/lib/RT/User_Overlay.pm line 
> 79.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/ User_Overlay.pm 
> line 79.
> Compilation failed in require at (eval 41) line 3.
> Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 68.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 
> 68.
> Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 
> 72.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm 
> line 72.
> Compilation failed in require at /opt/rt3/lib/RT.pm line 49.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49.
> Compilation failed in require at /opt/rt3/sbin/rt-setup-database line 
> 57.
> BEGIN failed--compilation aborted at /opt/rt3/sbin/rt-setup- database 
> line 57.
>
> Have anybody an idea of what the problem can be?
>
> When I started the upgrading I only run ./configure and then make 
> upgrade. Is this right thing to do?
>
> --
> Hilde
>
> -------------------------------------
> Hilde Therese Lauvset Rafaelsen
> IT-avdelingen, Universitetet i Troms?
> Tlf: +47 77 64 58 01
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>

--dave
   Code Monkey, Best Practical Solutions
--
David Glasser | glasser at bestpractical.com




From pieter at West.NL  Wed Jul  6 06:29:48 2005
From: pieter at West.NL (Pieter van der Spek)
Date: Wed, 06 Jul 2005 12:29:48 +0200
Subject: [rt-users] layout of search results table
Message-ID: <42CBB29C.4070202@west.nl>

Is it possible to define a layout for the searchresults table that is only used
by a specific (set of) queue(s)?


-- 
-- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600


From chris at filmlight.ltd.uk  Wed Jul  6 06:46:09 2005
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Wed, 06 Jul 2005 11:46:09 +0100
Subject: [rt-users] attachments to rt
Message-ID: <42CBB671.2070106@filmlight.ltd.uk>

Hi,

My rt system is truncating attachments sent to it. I have set siteconfig 
to have:

Set($MaxAttachmentSize , 50000000);
Set($TruncateLongAttachments , 0);
Set($DropLongAttachments , 0);

The attachments are ok - if I cc someone the attachment gets to them fine.

Does anyone know of any other issues to check for?

Thanks,

- Chris


From hilde.rafaelsen at cc.uit.no  Wed Jul  6 07:46:50 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Wed, 6 Jul 2005 13:46:50 +0200
Subject: SV: [rt-users] Upgrading RT problem
Message-ID: 

Hi,

After the upgrade the RT_SiteConfig file was empty. I don't understand then where RT get the configurations from?

I tried to add something to the RT_SiteConfig file, restarted apache, but I could not see any changes.

Hilde 

-----Opprinnelig melding-----
Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Hilde T Lauvset Rafaelsen
Sendt: 6. juli 2005 12:13
Til: David Glasser
Kopi: rt-users at lists.bestpractical.com
Emne: SV: [rt-users] Upgrading RT problem

Hi,

I checked the perl dependencies and found some missing stuff. When I installed this all went well.

Thanks.

Hilde 

-----Opprinnelig melding-----
Fra: David Glasser [mailto:glasser at bestpractical.com]
Sendt: 6. juli 2005 11:32
Til: Hilde T Lauvset Rafaelsen
Kopi: rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Upgrading RT problem

Did you run "make testdeps"?

It looks like you're missing Cache::Simple::TimedExpiry.

--dave

On Jul 6, 2005, at 6:23 AM, Hilde T Lauvset Rafaelsen wrote:

> Hi,
>
> I try to upgrade RT 3.0.10 to version 3.4.
>
> I run make upgrade in the installation directory. It went ok. But  
> when I tried to run        /opt/rt3/sbin/rt-setup-database --action  
> schema \
>            --datadir etc/upgrade/3.1.0
>        /opt/rt3/sbin/rt-setup-database --action acl \
>            --datadir etc/upgrade/3.1.0
>        /opt/rt3/sbin/rt-setup-database --action insert \
>             --datadir etc/upgrade/3.1.0
>
> I got en error like this:
>
> Can't locate Cache/Simple/TimedExpiry.pm in @INC (@INC contains: / 
> opt/rt3/lib /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/
> perl5/5.8.3 /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/
> 5.8.3 /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/5.8.3/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/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/
> vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/ 
> vendor_perl .) at /opt/rt3/lib/RT/Principal_Overlay.pm line 55.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/ 
> Principal_Overlay.pm line 55.
> Compilation failed in require at (eval 44) line 3.
> Compilation failed in require at /opt/rt3/lib/RT/Principals.pm line 
> 73.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Principals.pm 
> line 73.
> Compilation failed in require at /opt/rt3/lib/RT/User_Overlay.pm line 
> 79.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/ User_Overlay.pm 
> line 79.
> Compilation failed in require at (eval 41) line 3.
> Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 68.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 
> 68.
> Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 
> 72.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm 
> line 72.
> Compilation failed in require at /opt/rt3/lib/RT.pm line 49.
> BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49.
> Compilation failed in require at /opt/rt3/sbin/rt-setup-database line 
> 57.
> BEGIN failed--compilation aborted at /opt/rt3/sbin/rt-setup- database 
> line 57.
>
> Have anybody an idea of what the problem can be?
>
> When I started the upgrading I only run ./configure and then make 
> upgrade. Is this right thing to do?
>
> --
> Hilde
>
> -------------------------------------
> Hilde Therese Lauvset Rafaelsen
> IT-avdelingen, Universitetet i Troms?
> Tlf: +47 77 64 58 01
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>

--dave
   Code Monkey, Best Practical Solutions
--
David Glasser | glasser at 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 Horst.Hermanns at t-mobile.de  Wed Jul  6 08:01:11 2005
From: Horst.Hermanns at t-mobile.de (Hermanns, Horst)
Date: Wed, 6 Jul 2005 14:01:11 +0200 
Subject: [rt-users] Dependency Rights ModifyTicket / ModifyCustomField ?
Message-ID: <61935B72C76FF648A7A2DF18DA9ACBEB0F8FFAB9@cvx05abnlw.BN.DeTeMobil.de>

Hi all,

I've a problem with configuration of rights after upgrade to RT 3.4.2.

We have CFs which apply to different or all queues. User shall be able to change this CFs in queue 'A' but not in queue 'B'. In RT 3.2.3 I configured this with the right 'ModifyTicket' which also took effect on CF change. Now there is a new right 'ModifyCustomField' which I cannot set for each queue. So CF-change is possible in all queues or in no queue independent to right 'ModifyTicket'.

Is it possible to configure RT to check right 'ModifyTicket' first before additionally checking 'ModifyCustomField' or is there another possible configuration?

Any help would be greatly appreciated.

Thanks,
Horst


-----------------
perl5 (revision 5 version 8 subversion 5)
apache2-mod_perl-1.99_12_20040302-38
apache2-prefork-2.0.50-7.2
mysql-4.0.21-4.2


From Ruslan.Zakirov at miet.ru  Wed Jul  6 12:29:56 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Wed, 06 Jul 2005 20:29:56 +0400
Subject: [rt-users] attachments to rt
In-Reply-To: <42CBB671.2070106@filmlight.ltd.uk>
References: <42CBB671.2070106@filmlight.ltd.uk>
Message-ID: <42CC0704.5060302@miet.ru>

Chris Hall wrote:
> Hi,
> 
> My rt system is truncating attachments sent to it. I have set siteconfig
> to have:
> 
> Set($MaxAttachmentSize , 50000000);
> Set($TruncateLongAttachments , 0);
> Set($DropLongAttachments , 0);
> 
> The attachments are ok - if I cc someone the attachment gets to them fine.
> 
> Does anyone know of any other issues to check for?
MySQL? See FAQ on the wiki.

Does it truncate to some constant size or random?

Is it truncation or garbage?



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



From chris at filmlight.ltd.uk  Wed Jul  6 08:39:37 2005
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Wed, 06 Jul 2005 13:39:37 +0100
Subject: [rt-users] attachments to rt
In-Reply-To: <42CC0704.5060302@miet.ru>
References: <42CBB671.2070106@filmlight.ltd.uk> <42CC0704.5060302@miet.ru>
Message-ID: <42CBD109.8080608@filmlight.ltd.uk>

Ruslan U. Zakirov wrote:
> Chris Hall wrote:
> 
>>Hi,
>>
>>My rt system is truncating attachments sent to it. I have set siteconfig
>>to have:
>>
>>Set($MaxAttachmentSize , 50000000);
>>Set($TruncateLongAttachments , 0);
>>Set($DropLongAttachments , 0);
>>
>>The attachments are ok - if I cc someone the attachment gets to them fine.
>>
>>Does anyone know of any other issues to check for?
> 
> MySQL? See FAQ on the wiki.
> 
> Does it truncate to some constant size or random?
> 
> Is it truncation or garbage?
> 

Its truncation, and random sizes. I dont think its mysql as I can add 
attachments ok from the web interface. Heres a few attempts to add 
something - the top one was added via the web, and is correct.

# Wed Jul 06 11:57:33 2005 (49.4k) by chris
# Wed Jul 06 11:37:57 2005 (4.2k) by chris
# Wed Jul 06 11:35:30 2005 (4k) by chris
# Wed Jul 06 11:22:08 2005 (4k) by chris
# Wed Jul 06 11:17:00 2005 (3.6k) by chris
# Wed Jul 06 11:02:55 2005 (6k) by chris


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

-- 
____________________
Chris Hall
FilmLight Ltd
38 Bedford Square
London WC1B 3EL
+44 (0)20 7631 4905


From olivier.horec at gmail.com  Wed Jul  6 08:53:55 2005
From: olivier.horec at gmail.com (Olivier Horec)
Date: Wed, 6 Jul 2005 14:53:55 +0200
Subject: [rt-users] Troubles with the Search interface
Message-ID: <34f141b8050706055335dd79f8@mail.gmail.com>

Hi,

I'm having troubles using the RT's Search interface :

When I try the query : Owner.RealName = 'MyRealName' I get "Found 0
tickets" (I should normally find some tickets).
(I get the same answear with Owner.RealName LIKE 'MyRealName')

But when I use the Name instead of the RealName, I get these tickets :
Owner.RealName = 'MyName' => "Found 8 tickets"

And when I use the keyword : LIKE, I don't get any ticket :
Owner.RealName LIKE 'MyName' => "Found 0 tickets"

When I try queries without Owner (with Requestor for example), the
results seem to be good.

Any suggestions?

PS : I use RT v3.4.2 with Apache v1.27 and MySQL

Thanks, Olivier


From Ruslan.Zakirov at miet.ru  Wed Jul  6 13:48:56 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Wed, 06 Jul 2005 21:48:56 +0400
Subject: [rt-users] attachments to rt
In-Reply-To: <42CBD109.8080608@filmlight.ltd.uk>
References: <42CBB671.2070106@filmlight.ltd.uk> <42CC0704.5060302@miet.ru>
	<42CBD109.8080608@filmlight.ltd.uk>
Message-ID: <42CC1988.6080305@miet.ru>

Chris Hall wrote:
> Ruslan U. Zakirov wrote:
> 
>> Chris Hall wrote:
>>
>>> Hi,
>>>
>>> My rt system is truncating attachments sent to it. I have set siteconfig
>>> to have:
>>>
>>> Set($MaxAttachmentSize , 50000000);
>>> Set($TruncateLongAttachments , 0);
>>> Set($DropLongAttachments , 0);
>>>
>>> The attachments are ok - if I cc someone the attachment gets to them
>>> fine.
>>>
>>> Does anyone know of any other issues to check for?
>>
>>
>> MySQL? See FAQ on the wiki.
>>
>> Does it truncate to some constant size or random?
>>
>> Is it truncation or garbage?
>>
> 
> Its truncation, and random sizes. I dont think its mysql as I can add
> attachments ok from the web interface. Heres a few attempts to add
> something - the top one was added via the web, and is correct.
> 
> # Wed Jul 06 11:57:33 2005 (49.4k) by chris
> # Wed Jul 06 11:37:57 2005 (4.2k) by chris
> # Wed Jul 06 11:35:30 2005 (4k) by chris
> # Wed Jul 06 11:22:08 2005 (4k) by chris
> # Wed Jul 06 11:17:00 2005 (3.6k) by chris
> # Wed Jul 06 11:02:55 2005 (6k) by chris
Hmm. Very strange. I don't know reason of the problem.
Please report back software versions and may be someone else could help you.



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



From chris at filmlight.ltd.uk  Wed Jul  6 10:02:51 2005
From: chris at filmlight.ltd.uk (Chris Hall)
Date: Wed, 06 Jul 2005 15:02:51 +0100
Subject: [rt-users] attachments to rt
In-Reply-To: <42CC1988.6080305@miet.ru>
References: <42CBB671.2070106@filmlight.ltd.uk> <42CC0704.5060302@miet.ru>
	<42CBD109.8080608@filmlight.ltd.uk> <42CC1988.6080305@miet.ru>
Message-ID: <42CBE48B.4060305@filmlight.ltd.uk>

Thanks for looking Ruslan.

Heres some more system info.

rt-3.4.2
perl 5.8.0
apache 2.0.40
mysql  Ver 12.22 Distrib 4.0.20, for pc-linux (i686)

Im using qmail to capture emails, with this rt-mailgate command:

|preline /usr/local/rt3/bin/rt-mailgate --queue Myqueue --action 
correspond --url http://rt.Myhost.com:81/

And heres the info from rt's system configuration. Any ideas welcome!

--------

Loaded perl modules

Perl v5.8.0 under linux
   Apache::Access v0.01;
   Apache::Connection v0.01;
   Apache::Const v0.01;
   Apache::Log v0.01;
   Apache::RequestIO v0.01;
   Apache::RequestRec v0.01;
   Apache::RequestUtil v0.01;
   Apache::Response v0.01;
   Apache::Server v0.01;
   Apache::ServerUtil v0.01;
   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;
   Apache::SubRequest v0.01;
   Apache::URI v0.01;
   Apache::Util v0.01;
   APR::Date v0.01;
   APR::Pool v0.01;
   APR::Table v0.01;
   APR::URI v0.01;
   APR::Util v0.01;
   AutoLoader v5.60;
   base v1.03;
   Benchmark v1.0501;
   bytes v1.00;
   Cache::Simple::TimedExpiry v0.23;
   Carp v1.01;
   CGI v3.10;
   CGI::Cookie v1.25;
   CGI::Util v1.5;
   Class::Container v0.12;
   Class::Data::Inheritable v0.02;
   Class::ReturnValue v0.52;
   constant v1.04;
   Cwd v3.07;
   Data::Dumper v2.12;
   Date::Format v2.22;
   Date::Parse v2.23;
   DBD::mysql v2.1021;
   DBI v1.48;
   DBIx::SearchBuilder v1.27;
   DBIx::SearchBuilder::Unique v0.01;
   Devel::StackTrace v1.11;
   Devel::StackTraceFrame v0.6;
   Digest::base v1.00;
   Digest::MD5 v2.33;
   DynaLoader v1.04;
   Encode v1.83;
   Encode::Alias v1.34;
   Encode::Config v1.06;
   Encode::Encoding v1.30;
   Errno v1.09;
   Exception::Class v1.21;
   Exception::Class::Base v1.2;
   Exporter v5.567;
   Exporter::Heavy v5.567;
   Fcntl v1.04;
   fields v1.02;
   File::Basename v2.71;
   File::Glob v1.01;
   File::Path v1.05;
   File::Spec v3.07;
   File::Spec::Unix v1.5;
   File::Temp v0.13;
   FileHandle v2.01;
   HTML::Entities v1.23;
   HTML::Mason v1.28;
   HTML::Mason::ApacheHandler v1.69;
   HTML::Mason::Exception v1.1;
   HTML::Mason::Exception::Abort v1.1;
   HTML::Mason::Exception::Compilation v1.1;
   HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
   HTML::Mason::Exception::Compiler v1.1;
   HTML::Mason::Exception::Decline v1.1;
   HTML::Mason::Exception::Params v1.1;
   HTML::Mason::Exception::Syntax v1.1;
   HTML::Mason::Exception::System v1.1;
   HTML::Mason::Exception::TopLevelNotFound v1.1;
   HTML::Mason::Exception::VirtualMethod v1.1;
   HTML::Mason::Exceptions v1.43;
   HTML::Parser v3.26;
   HTML::Scrubber v0.08;
   I18N::LangTags v0.35;
   integer v1.00;
   IO v1.20;
   IO::File v1.09;
   IO::Handle v1.21;
   IO::InnerFile v2.110;
   IO::Lines v2.110;
   IO::Scalar v2.110;
   IO::ScalarArray v2.110;
   IO::Seekable v1.08;
   IO::Wrap v2.110;
   IO::WrapTie v2.110;
   IPC::Open2 v1.01;
   IPC::Open3 v1.0104;
   lib v0.5564;
   List::Util v1.15;
   locale v1.00;
   Locale::Maketext v1.09;
   Locale::Maketext::Fuzzy v0.02;
   Locale::Maketext::Lexicon v0.49;
   Locale::Maketext::Lexicon::Gettext v0.14;
   Log::Dispatch v2.10;
   Log::Dispatch::Base v1.09;
   Log::Dispatch::Output v1.26;
   Log::Dispatch::Screen v1.17;
   Log::Dispatch::Syslog v1.18;
   Mail::Address v1.67;
   Mail::Field v1.67;
   Mail::Field::AddrList v1.67;
   Mail::Field::Date v1.67;
   Mail::Header v1.67;
   Mail::Internet v1.67;
   MIME::Base64 v3.05;
   MIME::Body v5.417;
   MIME::Decoder v5.417;
   MIME::Entity v5.417;
   MIME::Field::ContDisp v5.417;
   MIME::Field::ConTraEnc v5.417;
   MIME::Field::ContType v5.417;
   MIME::Field::ParamVal v5.417;
   MIME::Head v5.417;
   MIME::Parser v5.417;
   MIME::QuotedPrint v3.03;
   MIME::Tools v5.417;
   MIME::Words v5.417;
   mod_perl v1.9907;
   ModPerl::Const v0.01;
   Module::Versions::Report v1.02;
   overload v1.00;
   Params::Validate v0.77;
   POSIX v1.05;
   re v0.03;
   Regexp::Common v2.120;
   Regexp::Common::delimited v2.104;
   RT v3.4.2;
   RT::Interface::Email v1.02;
   Scalar::Util v1.15;
   SelectSaver v1.00;
   Socket v1.75;
   Storable v2.14;
   strict v1.02;
   Symbol v1.04;
   Sys::Hostname v1.1;
   Sys::Syslog v0.03;
   Text::Autoformat v1.13;
   Text::Quoted v1.8;
   Text::Reform v1.11;
   Text::Tabs v98.112801;
   Text::Template v1.44;
   Text::Wrapper v1.000;
   Time::HiRes v1.38;
   Time::JulianDay v2003.1125;
   Time::Local v1.04;
   Time::ParseDate v2003.1126;
   Time::Timezone v2003.0211;
   Time::Zone v2.21;
   utf8 v1.00;
   vars v1.01;
   warnings v1.00;
   warnings::register v1.00;
   XSLoader v0.01;



RT Variables
RT::AmbiguousDayInPast 	1
RT::BasePath 	/usr/local/rt3
RT::BinPath 	/usr/local/rt3/bin
RT::CORE_CONFIG_FILE 	/usr/local/rt3/etc/RT_Config.pm
RT::CanonicalizeEmailAddressMatch 	rt\.Myhost\.ltd\.uk$
RT::CanonicalizeEmailAddressReplace 	Myhost\.ltd\.uk
RT::CommentAddress 	rt-comment at Myhost.ltd.uk
RT::CorrespondAddress 	RT::CorrespondAddress.not.set
RT::DatabaseHost 	localhost
RT::DatabaseName 	rt3
RT::DatabaseRTHost 	localhost
RT::DatabaseType 	mysql
RT::DatabaseUser 	root
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 	/usr/local/rt3/etc
RT::FriendlyFromLineFormat 	"%s via RT" <%s>
RT::FriendlyToLineFormat 	"%s of Myhost support Ticket #%s":;
RT::LocalEtcPath 	/usr/local/rt3/local/etc
RT::LocalLexiconPath 	/usr/local/rt3/local/po
RT::LocalPath 	/usr/local/rt3/local
RT::LogDir 	/usr/local/rt/var/log
RT::LogToFileNamed 	rt.log
RT::LogToScreen 	error
RT::LogToSyslog 	debug
RT::LogoURL 	/NoAuth/images/Myhost-logo.gif
RT::LoopsToRTOwner 	1
RT::MailCommand 	sendmailpipe
RT::MasonComponentRoot 	/usr/local/rt3/share/html
RT::MasonDataDir 	/usr/local/rt3/var/mason_data
RT::MasonLocalComponentRoot 	/usr/local/rt3/local/html
RT::MasonSessionDir 	/usr/local/rt3/var/session_data
RT::MaxAttachmentSize 	50000000
RT::MaxInlineBody 	134560
RT::MessageBoxWidth 	72
RT::MessageBoxWrap 	HARD
RT::MyRequestsLength 	10
RT::MyTicketsLength 	10
RT::Organization 	Myhost.ltd.uk
RT::OwnerEmail 	chris at Myhost.ltd.uk
RT::ParseNewMessageForTicketCcs 	1
RT::RTAddressRegexp 	^Myhost-support\@Myhost\.ltd\.uk$
RT::RecordOutgoingEmail 	1
RT::RedistributeAutoGeneratedMessages 	1
RT::SITE_CONFIG_FILE 	/usr/local/rt3/etc/RT_SiteConfig.pm
RT::SendmailArguments 	-oi -t
RT::SendmailPath 	/usr/sbin/sendmail
RT::Timezone 	US/Eastern
RT::TruncateLongAttachments 	1
RT::TrustHTMLAttachments 	1
RT::UseFriendlyFromLine 	1
RT::VERSION 	3.4.2
RT::VarPath 	/usr/local/rt3/var
RT::WebBaseURL 	http://rt.Myhost.ltd.uk:81
RT::WebFlushDbCacheEveryRequest 	1
RT::WebImagesURL 	/NoAuth/images/
RT::WebURL 	/
RT::rtname 	Myhost support
Perl configuration

Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration:
   Platform:
     osname=linux, osvers=2.4.20-2.48smp, archname=i386-linux-thread-multi
     uname='linux stripples.devel.redhat.com 2.4.20-2.48smp #1 smp thu 
feb 13 11:44:55 est 2003 i686 i686 i386 gnulinux '
     config_args='-des -Doptimize=-O2 -march=i386 -mcpu=i686 -g 
-Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red 
Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux 
-Dvendorprefix=/usr -Dsiteprefix=/usr 
-Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads 
-Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db 
-Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio 
-Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less 
-isr'
     hint=recommended, useposix=true, d_sigaction=define
     usethreads=define use5005threads=undef useithreads=define 
usemultiplicity=define
     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
     use64bitint=undef use64bitall=undef uselongdouble=undef
     usemymalloc=n, bincompat5005=undef
   Compiler:
     cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS 
-DDEBUGGING -fno-strict-aliasing -I/usr/local/include 
-D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
     optimize='-O2 -march=i386 -mcpu=i686 -g',
     cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS 
-DDEBUGGING -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm'
     ccversion='', gccversion='3.2.2 20030213 (Red Hat Linux 8.0 
3.2.2-1)', 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='gcc', ldflags =' -L/usr/local/lib'
     libpth=/usr/local/lib /lib /usr/lib
     libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil
     perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil
     libc=/lib/libc-2.3.1.so, so=so, useshrplib=true, libperl=libperl.so
     gnulibc_version='2.3.1'
   Dynamic Linking:
     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic 
-Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE'
     cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'





Ruslan U. Zakirov wrote:
> Chris Hall wrote:
> 
>>Ruslan U. Zakirov wrote:
>>
>>
>>>Chris Hall wrote:
>>>
>>>
>>>>Hi,
>>>>
>>>>My rt system is truncating attachments sent to it. I have set siteconfig
>>>>to have:
>>>>
>>>>Set($MaxAttachmentSize , 50000000);
>>>>Set($TruncateLongAttachments , 0);
>>>>Set($DropLongAttachments , 0);
>>>>
>>>>The attachments are ok - if I cc someone the attachment gets to them
>>>>fine.
>>>>
>>>>Does anyone know of any other issues to check for?
>>>
>>>
>>>MySQL? See FAQ on the wiki.
>>>
>>>Does it truncate to some constant size or random?
>>>
>>>Is it truncation or garbage?
>>>
>>
>>Its truncation, and random sizes. I dont think its mysql as I can add
>>attachments ok from the web interface. Heres a few attempts to add
>>something - the top one was added via the web, and is correct.
>>
>># Wed Jul 06 11:57:33 2005 (49.4k) by chris
>># Wed Jul 06 11:37:57 2005 (4.2k) by chris
>># Wed Jul 06 11:35:30 2005 (4k) by chris
>># Wed Jul 06 11:22:08 2005 (4k) by chris
>># Wed Jul 06 11:17:00 2005 (3.6k) by chris
>># Wed Jul 06 11:02:55 2005 (6k) by chris
> 
> Hmm. Very strange. I don't know reason of the problem.
> Please report back software versions and may be someone else could help you.
> 
> 
> 
> 
>>
>>>
>>>
>>>>Thanks,
>>>>
>>>>- Chris
>>>>_______________________________________________
>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>
>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>
>>>
>>>
> 

-- 
____________________
Chris Hall
FilmLight Ltd
38 Bedford Square
London WC1B 3EL
+44 (0)20 7631 4905


From Ruslan.Zakirov at miet.ru  Wed Jul  6 14:24:38 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Wed, 06 Jul 2005 22:24:38 +0400
Subject: [rt-users] attachments to rt
In-Reply-To: <42CBE48B.4060305@filmlight.ltd.uk>
References: <42CBB671.2070106@filmlight.ltd.uk>
	<42CC0704.5060302@miet.ru>	<42CBD109.8080608@filmlight.ltd.uk>
	<42CC1988.6080305@miet.ru> <42CBE48B.4060305@filmlight.ltd.uk>
Message-ID: <42CC21E6.6010301@miet.ru>

Chris Hall wrote:
> Thanks for looking Ruslan.
> 
> Heres some more system info.
> 
> rt-3.4.2
> perl 5.8.0
perl 5.8.0 is not SUPPORTED!

> apache 2.0.40
> mysql  Ver 12.22 Distrib 4.0.20, for pc-linux (i686)
> 
> Im using qmail to capture emails, with this rt-mailgate command:
> 
> |preline /usr/local/rt3/bin/rt-mailgate --queue Myqueue --action
> correspond --url http://rt.Myhost.com:81/
> 
> And heres the info from rt's system configuration. Any ideas welcome!
> 
> --------
> 
> Loaded perl modules
> 
> Perl v5.8.0 under linux
>   Apache::Access v0.01;
>   Apache::Connection v0.01;
>   Apache::Const v0.01;
>   Apache::Log v0.01;
>   Apache::RequestIO v0.01;
>   Apache::RequestRec v0.01;
>   Apache::RequestUtil v0.01;
>   Apache::Response v0.01;
>   Apache::Server v0.01;
>   Apache::ServerUtil v0.01;
>   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;
>   Apache::SubRequest v0.01;
>   Apache::URI v0.01;
>   Apache::Util v0.01;
>   APR::Date v0.01;
>   APR::Pool v0.01;
>   APR::Table v0.01;
>   APR::URI v0.01;
>   APR::Util v0.01;
>   AutoLoader v5.60;
>   base v1.03;
>   Benchmark v1.0501;
>   bytes v1.00;
>   Cache::Simple::TimedExpiry v0.23;
>   Carp v1.01;
>   CGI v3.10;
>   CGI::Cookie v1.25;
>   CGI::Util v1.5;
>   Class::Container v0.12;
>   Class::Data::Inheritable v0.02;
>   Class::ReturnValue v0.52;
>   constant v1.04;
>   Cwd v3.07;
>   Data::Dumper v2.12;
>   Date::Format v2.22;
>   Date::Parse v2.23;
>   DBD::mysql v2.1021;
>   DBI v1.48;
>   DBIx::SearchBuilder v1.27;
>   DBIx::SearchBuilder::Unique v0.01;
>   Devel::StackTrace v1.11;
>   Devel::StackTraceFrame v0.6;
>   Digest::base v1.00;
>   Digest::MD5 v2.33;
>   DynaLoader v1.04;
>   Encode v1.83;
>   Encode::Alias v1.34;
>   Encode::Config v1.06;
>   Encode::Encoding v1.30;
>   Errno v1.09;
>   Exception::Class v1.21;
>   Exception::Class::Base v1.2;
>   Exporter v5.567;
>   Exporter::Heavy v5.567;
>   Fcntl v1.04;
>   fields v1.02;
>   File::Basename v2.71;
>   File::Glob v1.01;
>   File::Path v1.05;
>   File::Spec v3.07;
>   File::Spec::Unix v1.5;
>   File::Temp v0.13;
>   FileHandle v2.01;
>   HTML::Entities v1.23;
>   HTML::Mason v1.28;
>   HTML::Mason::ApacheHandler v1.69;
>   HTML::Mason::Exception v1.1;
>   HTML::Mason::Exception::Abort v1.1;
>   HTML::Mason::Exception::Compilation v1.1;
>   HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1;
>   HTML::Mason::Exception::Compiler v1.1;
>   HTML::Mason::Exception::Decline v1.1;
>   HTML::Mason::Exception::Params v1.1;
>   HTML::Mason::Exception::Syntax v1.1;
>   HTML::Mason::Exception::System v1.1;
>   HTML::Mason::Exception::TopLevelNotFound v1.1;
>   HTML::Mason::Exception::VirtualMethod v1.1;
>   HTML::Mason::Exceptions v1.43;
>   HTML::Parser v3.26;
>   HTML::Scrubber v0.08;
>   I18N::LangTags v0.35;
>   integer v1.00;
>   IO v1.20;
>   IO::File v1.09;
>   IO::Handle v1.21;
>   IO::InnerFile v2.110;
>   IO::Lines v2.110;
>   IO::Scalar v2.110;
>   IO::ScalarArray v2.110;
>   IO::Seekable v1.08;
>   IO::Wrap v2.110;
>   IO::WrapTie v2.110;
>   IPC::Open2 v1.01;
>   IPC::Open3 v1.0104;
>   lib v0.5564;
>   List::Util v1.15;
>   locale v1.00;
>   Locale::Maketext v1.09;
>   Locale::Maketext::Fuzzy v0.02;
>   Locale::Maketext::Lexicon v0.49;
>   Locale::Maketext::Lexicon::Gettext v0.14;
>   Log::Dispatch v2.10;
>   Log::Dispatch::Base v1.09;
>   Log::Dispatch::Output v1.26;
>   Log::Dispatch::Screen v1.17;
>   Log::Dispatch::Syslog v1.18;
>   Mail::Address v1.67;
>   Mail::Field v1.67;
>   Mail::Field::AddrList v1.67;
>   Mail::Field::Date v1.67;
>   Mail::Header v1.67;
>   Mail::Internet v1.67;
>   MIME::Base64 v3.05;
>   MIME::Body v5.417;
>   MIME::Decoder v5.417;
>   MIME::Entity v5.417;
>   MIME::Field::ContDisp v5.417;
>   MIME::Field::ConTraEnc v5.417;
>   MIME::Field::ContType v5.417;
>   MIME::Field::ParamVal v5.417;
>   MIME::Head v5.417;
>   MIME::Parser v5.417;
>   MIME::QuotedPrint v3.03;
>   MIME::Tools v5.417;
>   MIME::Words v5.417;
>   mod_perl v1.9907;
>   ModPerl::Const v0.01;
>   Module::Versions::Report v1.02;
>   overload v1.00;
>   Params::Validate v0.77;
>   POSIX v1.05;
>   re v0.03;
>   Regexp::Common v2.120;
>   Regexp::Common::delimited v2.104;
>   RT v3.4.2;
>   RT::Interface::Email v1.02;
>   Scalar::Util v1.15;
>   SelectSaver v1.00;
>   Socket v1.75;
>   Storable v2.14;
>   strict v1.02;
>   Symbol v1.04;
>   Sys::Hostname v1.1;
>   Sys::Syslog v0.03;
>   Text::Autoformat v1.13;
>   Text::Quoted v1.8;
>   Text::Reform v1.11;
>   Text::Tabs v98.112801;
>   Text::Template v1.44;
>   Text::Wrapper v1.000;
>   Time::HiRes v1.38;
>   Time::JulianDay v2003.1125;
>   Time::Local v1.04;
>   Time::ParseDate v2003.1126;
>   Time::Timezone v2003.0211;
>   Time::Zone v2.21;
>   utf8 v1.00;
>   vars v1.01;
>   warnings v1.00;
>   warnings::register v1.00;
>   XSLoader v0.01;
> 
> 
> 
> RT Variables
> RT::AmbiguousDayInPast     1
> RT::BasePath     /usr/local/rt3
> RT::BinPath     /usr/local/rt3/bin
> RT::CORE_CONFIG_FILE     /usr/local/rt3/etc/RT_Config.pm
> RT::CanonicalizeEmailAddressMatch     rt\.Myhost\.ltd\.uk$
> RT::CanonicalizeEmailAddressReplace     Myhost\.ltd\.uk
> RT::CommentAddress     rt-comment at Myhost.ltd.uk
> RT::CorrespondAddress     RT::CorrespondAddress.not.set
> RT::DatabaseHost     localhost
> RT::DatabaseName     rt3
> RT::DatabaseRTHost     localhost
> RT::DatabaseType     mysql
> RT::DatabaseUser     root
> RT::DateDayBeforeMonth     1
> RT::DefaultSearchResultFormat     ' HREF="/Ticket/Display.html?id=__id__">__id__/TITLE:#', ' HREF="/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject',
> Status, QueueName, OwnerName, Priority, '__NEWLINE__', '',
> '__Requestors__', '__CreatedRelative__',
> '__ToldRelative__',
> '__LastUpdatedRelative__', '__TimeLeft__'
> RT::EmailOutputEncoding     utf-8
> RT::EtcPath     /usr/local/rt3/etc
> RT::FriendlyFromLineFormat     "%s via RT" <%s>
> RT::FriendlyToLineFormat     "%s of Myhost support Ticket #%s":;
> RT::LocalEtcPath     /usr/local/rt3/local/etc
> RT::LocalLexiconPath     /usr/local/rt3/local/po
> RT::LocalPath     /usr/local/rt3/local
> RT::LogDir     /usr/local/rt/var/log
> RT::LogToFileNamed     rt.log
> RT::LogToScreen     error
> RT::LogToSyslog     debug
> RT::LogoURL     /NoAuth/images/Myhost-logo.gif
> RT::LoopsToRTOwner     1
> RT::MailCommand     sendmailpipe
> RT::MasonComponentRoot     /usr/local/rt3/share/html
> RT::MasonDataDir     /usr/local/rt3/var/mason_data
> RT::MasonLocalComponentRoot     /usr/local/rt3/local/html
> RT::MasonSessionDir     /usr/local/rt3/var/session_data
> RT::MaxAttachmentSize     50000000
> RT::MaxInlineBody     134560
> RT::MessageBoxWidth     72
> RT::MessageBoxWrap     HARD
> RT::MyRequestsLength     10
> RT::MyTicketsLength     10
> RT::Organization     Myhost.ltd.uk
> RT::OwnerEmail     chris at Myhost.ltd.uk
> RT::ParseNewMessageForTicketCcs     1
> RT::RTAddressRegexp     ^Myhost-support\@Myhost\.ltd\.uk$
> RT::RecordOutgoingEmail     1
> RT::RedistributeAutoGeneratedMessages     1
> RT::SITE_CONFIG_FILE     /usr/local/rt3/etc/RT_SiteConfig.pm
> RT::SendmailArguments     -oi -t
> RT::SendmailPath     /usr/sbin/sendmail
> RT::Timezone     US/Eastern
> RT::TruncateLongAttachments     1
> RT::TrustHTMLAttachments     1
> RT::UseFriendlyFromLine     1
> RT::VERSION     3.4.2
> RT::VarPath     /usr/local/rt3/var
> RT::WebBaseURL     http://rt.Myhost.ltd.uk:81
> RT::WebFlushDbCacheEveryRequest     1
> RT::WebImagesURL     /NoAuth/images/
> RT::WebURL     /
> RT::rtname     Myhost support
> Perl configuration
> 
> Summary of my perl5 (revision 5.0 version 8 subversion 0) configuration:
>   Platform:
>     osname=linux, osvers=2.4.20-2.48smp, archname=i386-linux-thread-multi
>     uname='linux stripples.devel.redhat.com 2.4.20-2.48smp #1 smp thu
> feb 13 11:44:55 est 2003 i686 i686 i386 gnulinux '
>     config_args='-des -Doptimize=-O2 -march=i386 -mcpu=i686 -g
> -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red
> Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux
> -Dvendorprefix=/usr -Dsiteprefix=/usr
> -Dotherlibdirs=/usr/lib/perl5/5.8.0 -Duseshrplib -Dusethreads
> -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db
> -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio
> -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less
> -isr'
>     hint=recommended, useposix=true, d_sigaction=define
>     usethreads=define use5005threads=undef useithreads=define
> usemultiplicity=define
>     useperlio=define d_sfio=undef uselargefiles=define usesocks=undef
>     use64bitint=undef use64bitall=undef uselongdouble=undef
>     usemymalloc=n, bincompat5005=undef
>   Compiler:
>     cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS
> -DDEBUGGING -fno-strict-aliasing -I/usr/local/include
> -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm',
>     optimize='-O2 -march=i386 -mcpu=i686 -g',
>     cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING
> -fno-strict-aliasing -I/usr/local/include -I/usr/include/gdbm'
>     ccversion='', gccversion='3.2.2 20030213 (Red Hat Linux 8.0
> 3.2.2-1)', 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='gcc', ldflags =' -L/usr/local/lib'
>     libpth=/usr/local/lib /lib /usr/lib
>     libs=-lnsl -lgdbm -ldb -ldl -lm -lpthread -lc -lcrypt -lutil
>     perllibs=-lnsl -ldl -lm -lpthread -lc -lcrypt -lutil
>     libc=/lib/libc-2.3.1.so, so=so, useshrplib=true, libperl=libperl.so
>     gnulibc_version='2.3.1'
>   Dynamic Linking:
>     dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-rdynamic
> -Wl,-rpath,/usr/lib/perl5/5.8.0/i386-linux-thread-multi/CORE'
>     cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib'
> 
> 
> 
> 
> 
> Ruslan U. Zakirov wrote:
> 
>> Chris Hall wrote:
>>
>>> Ruslan U. Zakirov wrote:
>>>
>>>
>>>> Chris Hall wrote:
>>>>
>>>>
>>>>> Hi,
>>>>>
>>>>> My rt system is truncating attachments sent to it. I have set
>>>>> siteconfig
>>>>> to have:
>>>>>
>>>>> Set($MaxAttachmentSize , 50000000);
>>>>> Set($TruncateLongAttachments , 0);
>>>>> Set($DropLongAttachments , 0);
>>>>>
>>>>> The attachments are ok - if I cc someone the attachment gets to them
>>>>> fine.
>>>>>
>>>>> Does anyone know of any other issues to check for?
>>>>
>>>>
>>>>
>>>> MySQL? See FAQ on the wiki.
>>>>
>>>> Does it truncate to some constant size or random?
>>>>
>>>> Is it truncation or garbage?
>>>>
>>>
>>> Its truncation, and random sizes. I dont think its mysql as I can add
>>> attachments ok from the web interface. Heres a few attempts to add
>>> something - the top one was added via the web, and is correct.
>>>
>>> # Wed Jul 06 11:57:33 2005 (49.4k) by chris
>>> # Wed Jul 06 11:37:57 2005 (4.2k) by chris
>>> # Wed Jul 06 11:35:30 2005 (4k) by chris
>>> # Wed Jul 06 11:22:08 2005 (4k) by chris
>>> # Wed Jul 06 11:17:00 2005 (3.6k) by chris
>>> # Wed Jul 06 11:02:55 2005 (6k) by chris
>>
>>
>> Hmm. Very strange. I don't know reason of the problem.
>> Please report back software versions and may be someone else could
>> help you.
>>
>>
>>
>>
>>>
>>>>
>>>>
>>>>> Thanks,
>>>>>
>>>>> - Chris
>>>>> _______________________________________________
>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>>>
>>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>>>>
>>>>
>>>>
>>
> 



From Ruslan.Zakirov at miet.ru  Wed Jul  6 14:36:31 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Wed, 06 Jul 2005 22:36:31 +0400
Subject: [rt-users] Troubles with the Search interface
In-Reply-To: <34f141b8050706055335dd79f8@mail.gmail.com>
References: <34f141b8050706055335dd79f8@mail.gmail.com>
Message-ID: <42CC24AF.9020103@miet.ru>

Hello, Olivier. I can reproduce proble with HEAD.
AFAICS search only works for owner by id,login(Name) and maybe email
address.

Problem is that Owner field is defined as ENUM type in the FIELDS
hash(Tickets_Overlay.pm). Requestor, Cc and other watchers has
WATCHERFIELD type. For WATCHERFILED type exteneded search is
implemented, but for ENUM is not.

+1 RT bug, I think this is not hard to fix 1-2 hour, plus 1 hour to
write tests for this case.

--
Ruslan.


Olivier Horec wrote:
> Hi,
> 
> I'm having troubles using the RT's Search interface :
> 
> When I try the query : Owner.RealName = 'MyRealName' I get "Found 0
> tickets" (I should normally find some tickets).
> (I get the same answear with Owner.RealName LIKE 'MyRealName')
> 
> But when I use the Name instead of the RealName, I get these tickets :
> Owner.RealName = 'MyName' => "Found 8 tickets"
> 
> And when I use the keyword : LIKE, I don't get any ticket :
> Owner.RealName LIKE 'MyName' => "Found 0 tickets"
> 
> When I try queries without Owner (with Requestor for example), the
> results seem to be good.
> 
> Any suggestions?
> 
> PS : I use RT v3.4.2 with Apache v1.27 and MySQL
> 
> Thanks, Olivier
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From juan.mas at gmail.com  Wed Jul  6 11:36:09 2005
From: juan.mas at gmail.com (Juan Mas)
Date: Wed, 6 Jul 2005 11:36:09 -0400
Subject: [rt-users] Connect Failed Access denied
Message-ID: <7d73da05070608363f76694b@mail.gmail.com>

Hi all,

Im running RT 3.4.2 on Apache 1.3.31 with mod_perl 1.29 and MySQL
4.1.12.  Anyway, Ive just about got everything going but ive run into
a snag with trying to connect to the database.  I continuously get the
error below

[Wed Jul  6 11:32:05 2005] [error] Connect Failed Access denied for
user 'rt_user'@'localhost' (using password: YES)\n at
/www/rt/lib/RT.pm line 168\n

Ive tried setting mysql to use old passwords to no avail.  Any help
would be much appreciated.

-- 
-Juan


From Ahalya_Nathan at mudnebr.com  Wed Jul  6 12:03:21 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Wed, 6 Jul 2005 11:03:21 -0500
Subject: [rt-users] Constraints for MySQL
In-Reply-To: <42CC1988.6080305@miet.ru>
Message-ID: 

Hi all,
I found a site listing the constraints for the schema in RT. I am not sure 
if its correct, but it may be helpful in some way or other.

http://archives.free.net.ph/message/20040601.223534.ddbeca2a.html

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From seph at directionless.org  Wed Jul  6 12:19:19 2005
From: seph at directionless.org (seph)
Date: Wed, 06 Jul 2005 12:19:19 -0400
Subject: [rt-users] Re: MySQL server has gone away
In-Reply-To: <20050704133114.D55D.SHIN.IMAI@etimestech.jp> (Shin Imai's
	message of "Mon, 04 Jul 2005 13:34:56 +0900")
References: <20050704133114.D55D.SHIN.IMAI@etimestech.jp>
Message-ID: 

> DBD::mysql::st execute failed: MySQL server has gone away at
> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Lock/MySQL.pm line
> 70.

so, is your mysql server actually there and answering queries, or did
it go away like the error says?

seph


From seph at directionless.org  Wed Jul  6 12:20:27 2005
From: seph at directionless.org (seph)
Date: Wed, 06 Jul 2005 12:20:27 -0400
Subject: [rt-users] Re: dealing with external parties via email?
In-Reply-To: <20050704083758.GC21310@sci.monash.edu.au> (Malcolm Herbert's
	message of "Mon, 04 Jul 2005 18:37:58 +1000")
References: <20050704082335.GB21310@sci.monash.edu.au>
	<42C8F369.2020603@lei.net.au>
	<20050704083758.GC21310@sci.monash.edu.au>
Message-ID: 

> On Mon, Jul 04, 2005 at 06:29:29PM +1000, Adrian Carter wrote:
> |I believe just using the "CC" functionality of the ticket should meet
> |your requirements no?
>
> I think Cc: is really for people who are interested in seeing the
> problem resolved but aren't the requester - ie, they're still on the
> client side of the equation, not the technical one ...

you could open a child ticket, with the vendor as the requestor.

seph


From seph at directionless.org  Wed Jul  6 12:25:20 2005
From: seph at directionless.org (seph)
Date: Wed, 06 Jul 2005 12:25:20 -0400
Subject: [rt-users] Re: general questions ...
In-Reply-To: <20050705042910.GE4036@sci.monash.edu.au> (Malcolm Herbert's
	message of "Tue, 05 Jul 2005 14:29:10 +1000")
References: <20050705042910.GE4036@sci.monash.edu.au>
Message-ID: 

> 1) by default does a user replying to an email re-open the ticket
> if it's been closed in the meantime? I seem to remember in RT2 that
> this was the case ... if not, how would I go about establishing this
> behaviour?

I believe this is a scrip. I don't remember if it's installed by
default anymore.

> 2) How does one split a ticket? eg, if a user asks about three different
> problems, can the ticket be split into several to deal with each problem
> individually? Or would one create the tickets manually and associate
> them with the original one?

I something similar to the wiki a bit ago. You might find it useful.
http://wiki.bestpractical.com/index.cgi?SpawnChildTicket

seph


From seph at directionless.org  Wed Jul  6 12:27:33 2005
From: seph at directionless.org (seph)
Date: Wed, 06 Jul 2005 12:27:33 -0400
Subject: [rt-users] Re: 3 Simple Doubts in RT
In-Reply-To: 
	(Rodrigo Blanco's message of "Mon, 4 Jul 2005 14:56:27 -0300")
References: 
Message-ID: 

> 3 -) do I get to create an observation user, just access of looking at
> the tickets?  

asking many times won't get you an answer faster. Read the rights list.

seph


From doogles at doogles.com  Wed Jul  6 13:31:34 2005
From: doogles at doogles.com (doogles at doogles.com)
Date: Wed, 6 Jul 2005 13:31:34 -0400 (EDT)
Subject: [rt-users] Issues with DBD::mysql 3.0000, Information
Message-ID: <20050706133118.Y17145@spaceball1.doogles.com>

RT Users--

I wanted to report that this past weekend I upgraded DBD::mysql to 3.0000 
as part of a small upgrade sweep (updated spam
filtering and some other things as well).  When work resumed yesterday, we 
began experiencing some odd issues.  Our RT is 3.2.3
on perl 5.8.6.  Our Apache is 1.3.33.

What was reported to me by users was:
  * New tickets were opening fine
  * Correspondance (Reply) was making it in to the database, but not being 
emailed out
  * Time worked was being notated, but not added to the running total (Time 
Worked)

What I noticed was:
* sendmail looked fine, * The httpd child process was segfaulting

I've actually had a parallel copy of RT 3.4 sitting in an alternate 
directory for quite a bit (but missing my /WIDTH hack if
anyone remembers that from a few months back; haven't had time to figure 
out how to reproduce that in RT 3.4 yet) and I tried
migrating to that and found the problem was even worse.  In most cases, 
with RT 3.4, the home page would not even load up.

It was after rolling back to DBD::mysql 2.9008 that all issues went away.

I wanted to report this to the group in hopes that:
* Others could verify problem(s) with DBD::mysql 3.0000, and
* Those smarter than I could possibly resolve whatever issues are raised 
by the new version

If I can provide any additional information or testing, feel free to email 
me off-list.

Thanks,
-jd


From anner at blast.com  Wed Jul  6 13:59:04 2005
From: anner at blast.com (Anne Ramey)
Date: Wed, 06 Jul 2005 13:59:04 -0400
Subject: [rt-users] auto reply on ticket create has stopped working
In-Reply-To: <42CB1B4F.3070605@real.com>
References: <42CB1B4F.3070605@real.com>
Message-ID: <42CC1BE8.4050604@blast.com>

Is th requestor address being set correctly?  Are there any 
watchers/admin watchers set for the queue?  Can you think of what you 
did to the system between when it was working and now?

Anne

Mark Taylor wrote:
> all
> 
> my rt.log looks like this:
> 
>>[Tue Jul  5 21:39:46 2005] [info]: Ticket 15851 created in queue 'general' by  (/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:642)
>>[Tue Jul  5 22:50:19 2005] [info]: .com> #15851/76366 - Scrip 4  (/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:92)
>>[Tue Jul  5 22:50:19 2005] [info]: .com> sent To:  Cc:  Bcc: adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com (/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:302)
>>
> not that the 'To" field is blank.  always is.
> the scrip in question is "On Create Notify Requestors, Ccs and AdminCcs 
> with template Autoreply"
> 
> Description: 	
> Condition: 	
> Custom condition: 	
> Action: 	
> Custom action preparation code: 	
> Custom action cleanup code: 	
> Stage: 	
> Template: 	
> 
> 	  	* *
> 
> 
> 
> what could be going wrong?
> 
> thanks in advance
> 
> 
> mt
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From Ruslan.Zakirov at miet.ru  Wed Jul  6 18:20:54 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 07 Jul 2005 02:20:54 +0400
Subject: [rt-users] Re: Doubts in your document "Constraints in MySQL"
In-Reply-To: 
References: 
Message-ID: <42CC5946.3060505@miet.ru>

It is right keys for RT 3.0.x(if I remember correct).
Principals table shre ids with Users and Groups table. You couldn't have
group id equal to users id.

Creator and LastUpdatedBy are common fields for many tables in RT and
all this fields are reference to users now, but in generic situation
when you take advantage from id sharing fields should refer to the
principals table. RT code jump directly to users object and skip
principals table when you call CreatorObj method for example and IMO
this subject to change.

This is why I've done exactly this keys.

--
Ruslan.



Ahalya_Nathan at mudnebr.com wrote:
> 
> Hi,
> I was unaware that the site forwarded by me to the RT users mailing list
> was written by you. I thought it would be helpful for others and hence
> forwarded it. Is it possible for you clarify some doubts that i am
> currenlty having in your document:
> 
> 1. CREATE INDEX Attachments4 ON Attachments (Creator);
> ALTER TABLE Attachments ADD FOREIGN KEY (Creator) REFERENCES
> Principals(id);
>   I thought the Attachments (Creator) value is different fro mteh
> Principals(id).
> 
> 2.CREATE INDEX LinksFKI3 ON Links(Creator);
> ALTER TABLE Links ADD FOREIGN KEY (Creator) REFERENCES Principals(id);
> CREATE INDEX LinksFKI4 ON Links(LastUpdatedBy);
> ALTER TABLE Links ADD FOREIGN KEY (LastUpdatedBy) REFERENCES
> Principals(id);
> With reference to the table enteries, the Links(LastUpdatedBy) value is
> different from the Principals(id) value too.
> 
> The link that contains your document is this:
> http://archives.free.net.ph/message/20040601.223534.ddbeca2a.html
> 
> Thanks,
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District
> (402) 449-8218 phone
> (402) 449-8131 fax
> ahalya_nathan at mudnebr.com



From jesse at bestpractical.com  Wed Jul  6 14:23:45 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 6 Jul 2005 14:23:45 -0400
Subject: [rt-users] Issues with DBD::mysql 3.0000, Information
In-Reply-To: <20050706133118.Y17145@spaceball1.doogles.com>
References: <20050706133118.Y17145@spaceball1.doogles.com>
Message-ID: <20050706182345.GZ17855@bestpractical.com>




On Wed, Jul 06, 2005 at 01:31:34PM -0400, doogles at doogles.com wrote:
> RT Users--
> 
> I wanted to report that this past weekend I upgraded DBD::mysql to 3.0000 
> as part of a small upgrade sweep (updated spam
> filtering and some other things as well).  When work resumed yesterday, we 
> began experiencing some odd issues.  Our RT is 3.2.3
> on perl 5.8.6.  Our Apache is 1.3.33.

If it makes you feel any better, DBD::mysql 3.000 segfaults for me when
trying to install RT. I'd recommend backing down until at least 3.001.



From jjesse at ftpb.com  Wed Jul  6 15:34:15 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Wed, 06 Jul 2005 15:34:15 -0400
Subject: [rt-users] Moving RT from one server to another
Message-ID: <1120678455.18299.48.camel@localhost.localdomain>

I have been running RT for awhile on a test server, not the real server
that I want to use and it is getting close to moving to the new server.
Can I just export the mysql database and then import the information
into the new server?  Will it then keep the tickets and data that I have
entered?

Or is there another way to do?  I would like to keep the tickets and
history of what I having done.


From doogles at doogles.com  Wed Jul  6 15:45:24 2005
From: doogles at doogles.com (doogles at doogles.com)
Date: Wed, 6 Jul 2005 15:45:24 -0400 (EDT)
Subject: [rt-users] Issues with DBD::mysql 3.0000, Information
In-Reply-To: <20050706182345.GZ17855@bestpractical.com>
References: <20050706133118.Y17145@spaceball1.doogles.com>
	<20050706182345.GZ17855@bestpractical.com>
Message-ID: <20050706154451.W17145@spaceball1.doogles.com>

>> RT Users--
>>
>> I wanted to report that this past weekend I upgraded DBD::mysql to 3.0000
>> as part of a small upgrade sweep (updated spam
>> filtering and some other things as well).  When work resumed yesterday, we
>> began experiencing some odd issues.  Our RT is 3.2.3
>> on perl 5.8.6.  Our Apache is 1.3.33.
>
> If it makes you feel any better, DBD::mysql 3.000 segfaults for me when
> trying to install RT. I'd recommend backing down until at least 3.001.

It makes me feel much better.  As long as others are experiencing the same 
thing and the community is aware of it, I'm happy with sticking at 2.9008.

Thanks,
-jd


From juan.mas at gmail.com  Wed Jul  6 15:48:54 2005
From: juan.mas at gmail.com (Juan Mas)
Date: Wed, 6 Jul 2005 15:48:54 -0400
Subject: [rt-users] Connect Failed Access denied
In-Reply-To: 
References: 
Message-ID: <7d73da050706124844bb7e71@mail.gmail.com>

I added the --old-passwords option to mysql.server startup script and
that took care of it, as an fyi.

-Juan

On 7/6/05, Brookes, Iris  wrote:
> I'm using Oracle.
> 
> Have you created any user account that works (besides the default root account)? If so, what type of account is/are they (priviledged or non-priviledged)?
> 
> Iris
> 
> -----Original Message-----
> From: Juan Mas [mailto:juan.mas at gmail.com]
> Sent: Wednesday, July 06, 2005 2:01 PM
> To: Brookes, Iris
> Subject: Re: [rt-users] Connect Failed Access denied
> 
> 
> hrmm.. i created a test acount which is setup the same as rt_user and
> got the same effects from command line.  If it's a mysql problem,
> would you be able to point me in the right direction maybe?  Thanks.
> 
> -Juan
> 
> On 7/6/05, Brookes, Iris  wrote:
> > Note: RT creates 3 user accounts (RT_System, nobody, root) when you initial the db. You can only use the root account to login and create other user accounts.
> >
> > Login as root, then create a test user account, then try logging in as the test user.
> >
> > Iris
> >
> > -----Original Message-----
> > From: Juan Mas [mailto:juan.mas at gmail.com]
> > Sent: Wednesday, July 06, 2005 12:45 PM
> > To: Brookes, Iris
> > Subject: Re: [rt-users] Connect Failed Access denied
> >
> >
> > Yes.  I get the same error when I log in from command.  I can log in
> > as root, but when I try it using rt_user rt_pass i get access denied
> > rt_user at localhost
> >
> > Thanks.
> >
> > -Juan
> >
> > On 7/6/05, Brookes, Iris  wrote:
> > > Have you tried logging into the db from command line directly?
> > >
> > > Iris
> > >
> > > -----Original Message-----
> > > From: rt-users-bounces at lists.bestpractical.com
> > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Juan Mas
> > > Sent: Wednesday, July 06, 2005 11:36 AM
> > > To: rt-users at lists.bestpractical.com
> > > Subject: [rt-users] Connect Failed Access denied
> > >
> > >
> > > Hi all,
> > >
> > > Im running RT 3.4.2 on Apache 1.3.31 with mod_perl 1.29 and MySQL
> > > 4.1.12.  Anyway, Ive just about got everything going but ive run into
> > > a snag with trying to connect to the database.  I continuously get the
> > > error below
> > >
> > > [Wed Jul  6 11:32:05 2005] [error] Connect Failed Access denied for
> > > user 'rt_user'@'localhost' (using password: YES)\n at
> > > /www/rt/lib/RT.pm line 168\n
> > >
> > > Ive tried setting mysql to use old passwords to no avail.  Any help
> > > would be much appreciated.
> > >
> > > --
> > > -Juan
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > >
> >
> >
> > --
> > -Juan
> >
> 
> 
> --
> -Juan
> 


-- 
-Juan


From mtaylor at real.com  Wed Jul  6 16:18:17 2005
From: mtaylor at real.com (Mark Taylor)
Date: Wed, 06 Jul 2005 13:18:17 -0700
Subject: [rt-users] auto reply on ticket create has stopped working
In-Reply-To: <42CC1BE8.4050604@blast.com>
References: <42CB1B4F.3070605@real.com> <42CC1BE8.4050604@blast.com>
Message-ID: <42CC3C89.6040706@real.com>

yes. yes. and nothing.

however, today all of my users keep disappearing and re-appearing from 
the web interface, even though queries within mysql can return normal 
results and a 'username IS' query on the web interface will return 
results while 'username IS LIKE' returns nothing.

I think the problem lies elsewhere...

thanks

mt

Anne Ramey wrote:

> Is th requestor address being set correctly?

>   Are there any watchers/admin watchers set for the queue?  Can you 
> think of what you did to the system between when it was working and now?
>
> Anne
>
> Mark Taylor wrote:
>
>> all
>>
>> my rt.log looks like this:
>>
>>> [Tue Jul  5 21:39:46 2005] [info]: Ticket 15851 created in queue 
>>> 'general' by  
>>> (/usr/share/request-tracker3/lib/RT/Ticket_Overlay.pm:642)
>>> [Tue Jul  5 22:50:19 2005] [info]: 
>>> .com> #15851/76366 - 
>>> Scrip 4  (/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:92)
>>> [Tue Jul  5 22:50:19 2005] [info]: 
>>> .com> sent To:  Cc:  
>>> Bcc: 
>>> adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com,adminuser at real.com 
>>> (/usr/share/request-tracker3/lib/RT/Action/SendEmail.pm:302)
>>>
>> not that the 'To" field is blank.  always is.
>> the scrip in question is "On Create Notify Requestors, Ccs and 
>> AdminCcs with template Autoreply"
>>
>> Description:    
>> Condition:    
>> Custom condition:    
>> Action:    
>> Custom action preparation code:    
>> Custom action cleanup code:    
>> Stage:    
>> Template:    
>>
>>           * *
>>
>>
>>
>> what could be going wrong?
>>
>> thanks in advance
>>
>>
>> mt
>>
>>
>> ------------------------------------------------------------------------
>>
>> _______________________________________________
>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>
>



From Ruslan.Zakirov at miet.ru  Wed Jul  6 20:18:50 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 07 Jul 2005 04:18:50 +0400
Subject: [rt-users] Moving RT from one server to another
In-Reply-To: <1120678455.18299.48.camel@localhost.localdomain>
References: <1120678455.18299.48.camel@localhost.localdomain>
Message-ID: <42CC74EA.4070604@miet.ru>

Jonathan Jesse wrote:
> I have been running RT for awhile on a test server, not the real server
> that I want to use and it is getting close to moving to the new server.
> Can I just export the mysql database and then import the information
> into the new server?  Will it then keep the tickets and data that I have
> entered?
> 
> Or is there another way to do?  I would like to keep the tickets and
> history of what I having done.
Use same codebase(you don't need copy code, but install same RT version)
and everything would be fine.

Ahh, and use the same config options, some can be changed, but for
example you shouldn't change $rtname(Links table use it).

> _______________________________________________
> 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_McStravick at BreconRidge.com  Wed Jul  6 17:10:12 2005
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Wed, 6 Jul 2005 17:10:12 -0400
Subject: [rt-users] BUG? - Offline upload
Message-ID: 





I have imported some tickets from another system using the OFFLINE feature
with the "===CREATE Ticket" function.
(In this case it's a resolved ticket, but open tickets have the same
behaviour)
e.g. the template reads:
===Create-Ticket:  createme
Queue: Desktop
Subject: MS Project
Status: resolved
Started: 12-OCT-04
Resolved: 20-OCT-04
Owner: me
Requestor: me at email.com
InitialPriority: 50
Content:BLAH BLAH
ENDOFCONTENT
ContentType: text/plain
CustomField-11: 543
CustomField-23: Add
CustomField-22: Application

The ticket get created ok, and when I open the ticket, it has the dates
specified, but anything on the ticket (i.e. "owner") using the web
interface, all the dates get reset to the current date/time.
Is this a known issue?

Steve McStravick

I.S.
BreconRidge Manufacturing Solutions
500 Palladium Drive
Ottawa, ON K2V1C2
613-886-6842



From JPriddy at thegoldensource.com  Wed Jul  6 18:36:45 2005
From: JPriddy at thegoldensource.com (Priddy, John)
Date: Wed, 6 Jul 2005 18:36:45 -0400
Subject: [rt-users] attachments to rt
Message-ID: <86B3F258E53EB94CB2FC7B1CA6CA6EF4226D57@usexnode1.ftisoftus.com>

I know you said you though it wasn't mysql in later posts, but have you
checked your my.cnf for a line like:

[jpriddy at rt jpriddy]$ cat /etc/my.cnf
[mysqld]
set-variable = max_allowed_packet=16M

I use RHEL3 and rt was exhibiting similar symptoms until I upgraded
mysql and added that file.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Chris
Hall
Sent: Wednesday, July 06, 2005 6:46 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] attachments to rt

Hi,

My rt system is truncating attachments sent to it. I have set siteconfig

to have:

Set($MaxAttachmentSize , 50000000);
Set($TruncateLongAttachments , 0);
Set($DropLongAttachments , 0);

The attachments are ok - if I cc someone the attachment gets to them
fine.

Does anyone know of any other issues to check for?

Thanks,

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

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




From pwebster at ausgeo.com.au  Wed Jul  6 23:12:00 2005
From: pwebster at ausgeo.com.au (Patrick Webster)
Date: Thu, 7 Jul 2005 13:12:00 +1000
Subject: [rt-users] RT export article to FM body does not work
Message-ID: 

Hi Guys,

Sorry if this has already been answered - I've done quite a bit of reading 

and searching and have not come up with an answer.

I'm running RT on Debian Sarge. I started with RT 3.0.8, then eventually 
upgraded to 3.0.11, then upgraded to 3.4.2 via apt-get install 
'request-tracker3.4' . Unfortunately the package is separate from the 
existing 'request-tracker3' package, and so it did not upgrade the 
existing installation - only install another instance. I had the 
transaction issue due to lack of InnoDB as posted earlier (when you click 
reply, it would create an empty reply without submitting anything), so I 
upgraded the tables to the correct format.

I then downloaded and compiled RTFM, set the schema & acls, created a 
custom 'body' field etc. So anyway here is the issue:

1) When I click "Extract article" on an existing RT ticket (including new 
InnoDB tickets - I tested), and select the RT post as the "body" of the 
article, the body is empty when submitted.

2) When I manually populate an article, then in an RT ticket attempt to 
reference the article, it will extract "#: ---" and nothing more.

Any ideas? It is probably something simple I have completely missed.

Thanks,

-Patrick


From pieter at West.NL  Thu Jul  7 02:35:32 2005
From: pieter at West.NL (Pieter van der Spek)
Date: Thu, 07 Jul 2005 08:35:32 +0200
Subject: [rt-users] sorting based on custom fields
In-Reply-To: <42CA7D04.1030703@west.nl>
References: <42CA7D04.1030703@west.nl>
Message-ID: <42CCCD34.1090606@west.nl>

On 07/05/2005 02:28 PM, Pieter van der Spek wrote:
> I've added the following to RT_SiteConfig.pm:
> ------------------------------------------------
> # Default columns in ticket list
> Set ($DefaultSearchResultFormat, qq{
>    '__id__/TITLE:#',
>    ' HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject',
>    Status,
>    QueueName,
>    OwnerName,
>    Priority,
>    CF.{Category},
>    '__NEWLINE__',
>    '',
>    '__Requestors__',
>    '__CreatedRelative__',
>    '__ToldRelative__',
>    '__LastUpdatedRelative__',
>    '__TimeLeft__',
>    CF.{Severity}});
> ------------------------------------------------
> 
> As you can see I've added two custom fields. As expected they show up in the
> table. However, they're not clickable (i.e. I cannot sort the table based on the
> values of these custom fields). Is it possible to tweak RT in such a way that I
> can sort on custom fields in the search results table?
> 
> 
Is there no way to this? As I did not get any answers I'm guessing there isn't,
or is there?

-- 
-- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600


From pieter at West.NL  Thu Jul  7 02:36:02 2005
From: pieter at West.NL (Pieter van der Spek)
Date: Thu, 07 Jul 2005 08:36:02 +0200
Subject: [rt-users] layout of search results table
In-Reply-To: <42CBB29C.4070202@west.nl>
References: <42CBB29C.4070202@west.nl>
Message-ID: <42CCCD52.2020303@west.nl>

On 07/06/2005 12:29 PM, Pieter van der Spek wrote:
> Is it possible to define a layout for the searchresults table that is only used
> by a specific (set of) queue(s)?
> 
> 
Is there no way to this? As I did not get any answers I'm guessing there isn't,
or is there?

-- 
-- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600


From fw at deneb.enyo.de  Thu Jul  7 03:57:31 2005
From: fw at deneb.enyo.de (Florian Weimer)
Date: Thu, 07 Jul 2005 09:57:31 +0200
Subject: [rt-users] SquelchMailTo ticket attribute
In-Reply-To: <20050705154200.GQ17855@bestpractical.com> (Jesse Vincent's
	message of "Tue, 5 Jul 2005 11:42:00 -0400")
References: <87mzp1uy63.fsf@deneb.enyo.de>
	<20050705153223.GM17855@bestpractical.com>
	<20050705153337.GN17855@bestpractical.com>
	<8764vptg61.fsf@deneb.enyo.de>
	<20050705154200.GQ17855@bestpractical.com>
Message-ID: <87fyur82vo.fsf@deneb.enyo.de>

* Jesse Vincent:

>> Now I'm really confused what's going on.  I'm running a sightly
>> customized version of RT 3.4.2 (html/Ticket/Elements/PreviewScrips
>> hasn't been edited), and I don't see such a user interface. 
>
> There's a right for it, though I don't remember it off the top of my
> head.

I was logged in as a superuser while testing the persistency on
another ticket.

>> A quick try shows that in general, suppressing mail isn't persistent, either.
>
> It should be persistent, _per ticket_. So you can say "Don't email joe
> about ticket 1234."

Hmm, reading the source code, it should work the way you describe it.
I'll run another test.  Strange.


From Ruslan.Zakirov at miet.ru  Thu Jul  7 09:11:05 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 07 Jul 2005 17:11:05 +0400
Subject: [rt-users] sorting based on custom fields
In-Reply-To: <42CCCD34.1090606@west.nl>
References: <42CA7D04.1030703@west.nl> <42CCCD34.1090606@west.nl>
Message-ID: <42CD29E9.90707@miet.ru>

Pieter van der Spek wrote:
> On 07/05/2005 02:28 PM, Pieter van der Spek wrote:
> 
>>I've added the following to RT_SiteConfig.pm:
>>------------------------------------------------
>># Default columns in ticket list
>>Set ($DefaultSearchResultFormat, qq{
>>   '__id__/TITLE:#',
>>   '>HREF="$RT::WebPath/Ticket/Display.html?id=__id__">__Subject__/TITLE:Subject',
>>   Status,
>>   QueueName,
>>   OwnerName,
>>   Priority,
>>   CF.{Category},
>>   '__NEWLINE__',
>>   '',
>>   '__Requestors__',
>>   '__CreatedRelative__',
>>   '__ToldRelative__',
>>   '__LastUpdatedRelative__',
>>   '__TimeLeft__',
>>   CF.{Severity}});
>>------------------------------------------------
>>
>>As you can see I've added two custom fields. As expected they show up in the
>>table. However, they're not clickable (i.e. I cannot sort the table based on the
>>values of these custom fields). Is it possible to tweak RT in such a way that I
>>can sort on custom fields in the search results table?
>>
>>
> 
> Is there no way to this? As I did not get any answers I'm guessing there isn't,
> or is there?
> 
There is one - hack RT and submit patch for mainline :)


From fw at deneb.enyo.de  Thu Jul  7 08:47:54 2005
From: fw at deneb.enyo.de (Florian Weimer)
Date: Thu, 07 Jul 2005 14:47:54 +0200
Subject: [rt-users] SquelchMailTo ticket attribute
In-Reply-To: <87fyur82vo.fsf@deneb.enyo.de> (Florian Weimer's message of "Thu, 
	07 Jul 2005 09:57:31 +0200")
References: <87mzp1uy63.fsf@deneb.enyo.de>
	<20050705153223.GM17855@bestpractical.com>
	<20050705153337.GN17855@bestpractical.com>
	<8764vptg61.fsf@deneb.enyo.de>
	<20050705154200.GQ17855@bestpractical.com>
	<87fyur82vo.fsf@deneb.enyo.de>
Message-ID: <87d5pu4wat.fsf@deneb.enyo.de>

* Florian Weimer:

>> It should be persistent, _per ticket_. So you can say "Don't email joe
>> about ticket 1234."
>
> Hmm, reading the source code, it should work the way you describe it.
> I'll run another test.  Strange.

Okay, found it.  There are two submission buttons, "Update Ticket" and
"Save changes" (with inconsistent capitalization, BTW).  Obviously,
someone ticked a few email addresses and hit "Save changes".

Maybe it's just me, but I find this user interface confusing,
especially because RT doesn't usually offer two separate forms which
can be used to make different changes/updates.  Maybe some UI update
could fix this.


From jjesse at ftpb.com  Thu Jul  7 10:48:55 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 07 Jul 2005 10:48:55 -0400
Subject: [rt-users] Problems w/ Install on Debian
Message-ID: <1120747735.27361.13.camel@localhost.localdomain>

Yesterday I sent an email to the list about moving over to the new
server and was succesfull w/ the data however I having several issues.

1.  When I view a ticket on the left side of the window, I do not have
any of the Display, History, Basics, Dates, People, Jumbo or Links
showing up. 

2.  When I click on Tickets I receive the error: "The requested
URL /rt/Search/Listing.html was not found on this server."
I have setup Apache per the INSTALL.Debian and it looks like this:
# For request tracker JtJ
Alias /rt /usr/share/request-tracker3.4/html
Include "/etc/request-tracker3.4/apache-modperl.conf


Thanks in advance for help


From marc at tiosky.net  Thu Jul  7 16:15:10 2005
From: marc at tiosky.net (Marc A. Runkel)
Date: Thu, 7 Jul 2005 13:15:10 -0700
Subject: [rt-users] SquelchMailTo global?
Message-ID: <0E9B82BD39F14D4FB8BADB8CED81744F2100@tio-mail.tiosky.com>

Is there any way to always squelch e-mail to a particular unprivileged 'user'.. 
 
We have set up several automated processes to send mail straight into the queue, but don't want rt to reply to them.  
 
For example, our eFax service goes straight into rt for distribution to end-users and several monitoring systems also send e-mail to rt.
 
m.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From barnesaw at ucrwcu.rwc.uc.edu  Thu Jul  7 16:21:30 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 07 Jul 2005 16:21:30 -0400
Subject: [rt-users] SquelchMailTo global?
In-Reply-To: <0E9B82BD39F14D4FB8BADB8CED81744F2100@tio-mail.tiosky.com>
References: <0E9B82BD39F14D4FB8BADB8CED81744F2100@tio-mail.tiosky.com>
Message-ID: <42CD8ECA.4080004@ucrwcu.rwc.uc.edu>

You could disable the global scrips and re-create them on a per-queue 
basis.  Then, just don't create any auto-reply scrips.

Marc A. Runkel wrote:

> Is there any way to always squelch e-mail to a particular unprivileged 
> 'user'..
>  
> We have set up several automated processes to send mail straight into 
> the queue, but don't want rt to reply to them. 
>  
> For example, our eFax service goes straight into rt for distribution 
> to end-users and several monitoring systems also send e-mail to rt.
>  
> m.
>
>------------------------------------------------------------------------
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>

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



From rmreis at cpqd.com.br  Thu Jul  7 15:58:59 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Thu, 7 Jul 2005 16:58:59 -0300
Subject: [rt-users] RTIR error after installation...
Message-ID: 

Hello Folk's!!! (I dont know if there's a specific discussion list for RTIR, therefore...)

I have installed RT 3.4.2 and running so fine. Yesterday, I needed to install RT Incident Response to make some tests. The installation finished with success and the integration with RT alright too.... But, when I click in any link into "RTIR Home" (like "Incidents", "Investigations", etc.) appears the error below. What's the problem?! I'm running RT by Apache + FastCGI (only RTIR doesn't work... RT and RTFM keeps working normally!).

error: 	 too many arguments at /l/disk1/ccdsin/rt-3.4.2/lib/RT/Tickets_Overlay.pm line 1269
	
context: 	 ... 	 	
265: 	 # whether they should generate a full stack trace (confess() and cluck())	 
266: 	 # or simply report the caller's package (croak() and carp()), respectively.	 
267: 	 # confess() and croak() die, carp() and cluck() warn.	 
268: 	 	
269: 	 sub croak { die shortmess @_ }	 
270: 	 sub confess { die longmess @_ }	 
271: 	 sub carp { warn shortmess @_ }	 
272: 	 sub cluck { warn longmess @_ }	 
273: 	 	
... 	 	
code stack: 	 /l/disk1/ccdsin/perl/lib/5.8.6/Carp.pm:269
../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71
../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):283
../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al):266
/l/disk1/ccdsin/rt-3.4.2/lib/RT/Tickets_Overlay.pm:1269
/l/disk1/ccdsin/rt-3.4.2/share/html/RTIR/Elements/SearchFields:63
/l/disk1/ccdsin/rt-3.4.2/share/html/RTIR/Listing.html:36
/l/disk1/ccdsin/rt-3.4.2/share/html/RTIR/autohandler:2
/l/disk1/ccdsin/rt-3.4.2/share/html/autohandler:215
	
Regards,

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




From johnk at upocnetworks.com  Thu Jul  7 21:58:39 2005
From: johnk at upocnetworks.com (John Kaczala)
Date: Thu, 7 Jul 2005 21:58:39 -0400
Subject: [rt-users] Offline Edits Documentation Anywhere?
Message-ID: 

 
Hi,
 
            I wrote in a few weeks ago regarding pre-populating my RT
database with information that I'm currently tracking in a spreadsheet.
Someone (thanks, Steve) suggested using the "Tools => Offline Edits"
functionality.  I'm finally at the point where I'm looking into how to
do that, but can't seem to find any documentation on the feature.
Specifically, my questions are:
 
-Is it possible to populate a custom field?  If so, how do I do so?  I
don't know what my fields are stored as in the back-end DB, but they're
called "Target Release" "LOE", and so on.  I imagine the back-end fields
don't have spaces in them, but am not sure how to set up the template.
-What format does my upload file need to be in?  I think it's a text
file, but I don't know how it should be delimited, etc.  I'd rather use
an Excel spreadsheet, but in any case my guess is that the fields in my
file need to match up with the fields in the template.
 
            Any assistance you can provide will be greatly appreciated.
Thanks in advance for your help...
 
 
-John
 
Running RT 3.4.2 on Slackware 
 
--
John Kaczala
Upoc Networks, Inc.
536 Broadway, 3rd Floor
New York, NY  10012
johnk at upocnetworks.com  
646-291-6279 (office)
Upoc handle: jsk
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rmreis at cpqd.com.br  Thu Jul  7 23:03:44 2005
From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis)
Date: Fri, 8 Jul 2005 00:03:44 -0300
Subject: [rt-users] RE: Error after installation...
Message-ID: 

Really?! I can't change the RT version... it seems no sense... like walk against the RT evolution!! :)

Is there some RTIR version that works with RT 3.4.2?!

Thank's All!
Regards,
Rodolfo Reis.


-----Original Message-----
From:	Garvey, Joshua C. [mailto:JOSHUA.C.GARVEY at saic.com]
Sent:	Thu 7/7/2005 6:51 PM
To:	Rodolfo de Moraes Reis
Cc:	
Subject:	Re: [Rtir] Error after installation...
I ran into this issue some months back. It seems that if you are going to
use RTIR 1.0.5 (stable) you can not use RT 3.4.2.  The latest version of RT
that works with RTIR is 3.0.12.
--------------------------
Joshua Garvey
Jr. Security Engineer
SAIC Security
Desk: 713-296-4564
Cell:   713-385-5581
joshua.c.garvey at saic.com

Sent from my BlackBerry Wireless Handheld


-----Original Message-----
From: rtir-bounces at lists.bestpractical.com

To: rtir at lists.bestpractical.com 
Sent: Thu Jul 07 13:39:34 2005
Subject: [Rtir] Error after installation...

Hello Folk's!!! (I dont know if there's a specific discussion list for RTIR,
therefore...)

I have installed RT 3.4.2 and running so fine. Yesterday, I needed to
install RT Incident Response (1.0.5) to make some tests. The installation
finished with success and the integration with RT alright too.... But, when
I click in any link into "RTIR Home" (like "Incidents", "Investigations",
etc.) appears the error below. What's the problem?! I'm running RT by Apache
+ FastCGI (only RTIR doesn't work... RT and RTFM keeps working normally!).

error: 	 too many arguments at
/l/disk1/ccdsin/rt-3.4.2/lib/RT/Tickets_Overlay.pm line 1269
	
context: 	 ... 	 	
265: 	 # whether they should generate a full stack trace (confess() and
cluck())	 
266: 	 # or simply report the caller's package (croak() and carp()),
respectively.	 
267: 	 # confess() and croak() die, carp() and cluck() warn.	 
268: 	 	
269: 	 sub croak { die shortmess @_ }	 
270: 	 sub confess { die longmess @_ }	 
271: 	 sub carp { warn shortmess @_ }	 
272: 	 sub cluck { warn longmess @_ }	 
273: 	 	
... 	 	
code stack: 	 /l/disk1/ccdsin/perl/lib/5.8.6/Carp.pm:269
../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/logcroak.al):71
../../lib/Storable.pm (autosplit into
../../lib/auto/Storable/_freeze.al):283
../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al):266
/l/disk1/ccdsin/rt-3.4.2/lib/RT/Tickets_Overlay.pm:1269
/l/disk1/ccdsin/rt-3.4.2/share/html/RTIR/Elements/SearchFields:63
/l/disk1/ccdsin/rt-3.4.2/share/html/RTIR/Listing.html:36
/l/disk1/ccdsin/rt-3.4.2/share/html/RTIR/autohandler:2
/l/disk1/ccdsin/rt-3.4.2/share/html/autohandler:215
	
Regards,

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


_______________________________________________
Rtir mailing list
Rtir at lists.bestpractical.com
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rtir





From m3freak at rogers.com  Fri Jul  8 00:01:37 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Fri, 08 Jul 2005 00:01:37 -0400
Subject: [rt-users] SquelchMailTo ticket attribute
In-Reply-To: <87d5pu4wat.fsf@deneb.enyo.de>
References: <87mzp1uy63.fsf@deneb.enyo.de>
	<20050705153223.GM17855@bestpractical.com>
	<20050705153337.GN17855@bestpractical.com>
	<8764vptg61.fsf@deneb.enyo.de>
	<20050705154200.GQ17855@bestpractical.com>
	<87fyur82vo.fsf@deneb.enyo.de> <87d5pu4wat.fsf@deneb.enyo.de>
Message-ID: <1120795297.6720.40.camel@krs>

On Thu, 2005-07-07 at 14:47 +0200, Florian Weimer wrote:
> Okay, found it.  There are two submission buttons, "Update Ticket" and
> "Save changes" (with inconsistent capitalization, BTW).  Obviously,
> someone ticked a few email addresses and hit "Save changes".
> 
> Maybe it's just me, but I find this user interface confusing,
> especially because RT doesn't usually offer two separate forms which
> can be used to make different changes/updates.  Maybe some UI update
> could fix this.

Yeah, I don't like that either.  It's confusing and not quite clear at
first.  

I've personally always stuck with "Update Ticket" because I've always
assumed that "Save changes" meant a permanent change would be made (e.g.
don't ever send replies to a particular watcher).  Usually, I don't want
to do this.

However, once you know how the buttons work, it's not so bad, even if
figuring it out in the first place might be a little difficult. :)

Regards,

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



From trs at bestpractical.com  Fri Jul  8 01:04:03 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 08 Jul 2005 01:04:03 -0400
Subject: [rt-users] SquelchMailTo ticket attribute
In-Reply-To: <87d5pu4wat.fsf@deneb.enyo.de>
References: <87mzp1uy63.fsf@deneb.enyo.de>	<20050705153223.GM17855@bestpractical.com>	<20050705153337.GN17855@bestpractical.com>	<8764vptg61.fsf@deneb.enyo.de>	<20050705154200.GQ17855@bestpractical.com>	<87fyur82vo.fsf@deneb.enyo.de>
	<87d5pu4wat.fsf@deneb.enyo.de>
Message-ID: <42CE0943.6040600@bestpractical.com>

Florian Weimer wrote:
> Okay, found it.  There are two submission buttons, "Update Ticket" and
> "Save changes" (with inconsistent capitalization, BTW).  Obviously,
> someone ticked a few email addresses and hit "Save changes".

Unfortunately, due to localization, making the capitalization consistent 
isn't quite as simple as it would seem.

> Maybe it's just me, but I find this user interface confusing,
> especially because RT doesn't usually offer two separate forms which
> can be used to make different changes/updates.  Maybe some UI update
> could fix this.

Do you have any specific suggestions for what you'd like to see change 
in the UI?  I'm all for making things more intuitive.  :)

Cheers,
Tom


From hilde.rafaelsen at cc.uit.no  Fri Jul  8 07:20:18 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Fri, 8 Jul 2005 13:20:18 +0200
Subject: [rt-users] Problem with mason handler
Message-ID: 

Hi, 

Last week we upgrader RT from 3.0.30 to 3.4. We thought all went well,
but today we get som errors in the httpd error_log.

When we add a comment or take a Ticket we got this error in the log
file:
[Fri Jul 08 13:07:14 2005] [error] [client 129.242.6.229] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized
value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line
228., referer: http://rt.orakel.uit.no/
[Fri Jul 08 13:07:14 2005] [error] [client 129.242.6.229] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized
value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line
228., referer: http://rt.orakel.uit.no/

When we press comment, RT displays two comments, one blank and the one
we have written.

I thought it was because we was not using InnoDB, so I alter all the
Tables to use InnoDB, restartet mysl but the problem is still there.

Doen anybody know how to fix this?

Hilde



From Steve_McStravick at BreconRidge.com  Fri Jul  8 09:19:24 2005
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Fri, 8 Jul 2005 09:19:24 -0400
Subject: [rt-users] Offline Edits Documentation Anywhere?
Message-ID: 





I had problem finding documentation on this as well, but I've managed to
use it to import a pile of ticket from our old WREQ system.
>From what I understand you can't just import a .csv file, you must first
convert it to the RT Template format.  For me I imported the WREQ data into
a temporary database table, then created a script that converted it to the
correct format.
First the format:
"A good example can be found in the "Manual Approvals" document on WIKI.
The template you need is "CreateTickets"
e.g.
===Create-Ticket:  (note this must be unique for every ticket
in your template
Queue: Desktop Support  (note this must already be defined)
Status: open
Owner:  me                     (note the owners must already be defined in
RT as well)
Requestor : me at dontemailme.com   (these users will be auto created as
watchers, no need to pre-populate)
Content: BLAH BLAH
ENDOFCONTENT
...  (more fields are available, as per the documentation in "Manual
Approvals"
===Create-Ticket: 
Queue: Customer Sales
Status: open
Content: BLAH BLAH
ENDOFCONTENT
...

As for the custom field question...yes you can add them too,
First defined them in RT and assign them to the queue(s) you are importing
data to.
Then figure out what the queue id is in RT, then in the template just
include:
i.e. if LOE has a custom field id = 5

CustomField-5: 

A couple of issues I had, that didn't work so well, were importing
"Resolved" tickets.  It creates them as status "new", then resolves them,
and resets all of the dates.  The only way I've figured out how to correct
this is to do some direct database updates against the Transactions &
Tickets table to correct the dates after the import.  The open tickets seem
to work ok though.
It's slow, at least when your pulling in a lot of tickets.
Also turn off your email on RT while you import, otherwise all of your
requestors will be emailed on all of their previous requests.

Steve McStravick

I.S.
BreconRidge Manufacturing Solutions
500 Palladium Drive
Ottawa, ON K2V 1C2
613-886-6842

>Hi,
>
>            I wrote in a few weeks ago regarding pre-populating my RT
>database with information that I'm currently tracking in a spreadsheet.
>Someone (thanks, Steve) suggested using the "Tools => Offline Edits"
>functionality.  I'm finally at the point where I'm looking into how to
>do that, but can't seem to find any documentation on the feature.
>Specifically, my questions are:
>
>-Is it possible to populate a custom field?  If so, how do I do so?  I
>don't know what my fields are stored as in the back-end DB, but they're
>called "Target Release" "LOE", and so on.  I imagine the back-end fields
>don't have spaces in them, but am not sure how to set up the template.
>-What format does my upload file need to be in?  I think it's a text
>file, but I don't know how it should be delimited, etc.  I'd rather use
>an Excel spreadsheet, but in any case my guess is that the fields in my
>file need to match up with the fields in the template.
>
>            Any assistance you can provide will be greatly appreciated.
>Thanks in advance for your help...
>
>
>-John
>
>Running RT 3.4.2 on Slackware
>
>--
>John Kaczala
>Upoc Networks, Inc.
>536 Broadway, 3rd Floor
>New York, NY  10012
>johnk at upocnetworks.com 
>646-291-6279 (office)
>Upoc handle: jsk




From ennis at mail.twcgb.net  Fri Jul  8 12:02:14 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Fri, 8 Jul 2005 11:02:14 -0500 (CDT)
Subject: [rt-users] RT with MySQL 5.x ???
Message-ID: <200507081602.j68G2Ev16926@mail.twcgb.net>

Is there any information regarding RT working with MySQL v 5.x ???

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From toly at sci.utah.edu  Fri Jul  8 14:06:33 2005
From: toly at sci.utah.edu (Toly Zharkikh)
Date: Fri, 08 Jul 2005 12:06:33 -0600
Subject: [rt-users] broken link in auto email
Message-ID: <42CEC0A9.5060108@sci.utah.edu>

After I created a ticket, I changed the owner to someone else. That 
person received an email saying that he has been assigned a ticket. That 
same email has a direct link to the ticket but the problem is that the 
url is wrong.
The wrong url is WebURL:80/rt/rtTicket/Display.html?id=34
The correct url is WebURL:80/rt/Ticket/Display.html?id=34

So I don't know where it's getting the rt before Ticket from. I looked 
into my templates and all of them use the following link:
    {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}

I am familiar with Perl so I know that {$RT::WebURL} and {$Ticket->id} 
are variables. But I have no idea where it's getting rtTicket from. I 
went into RT_SiteConfig.pm and changed the line
    Set($WebURL , $WebBaseURL . $WebPath . "/rt");
to
    Set($WebURL , $WebBaseURL . $WebPath . "/");
but it still gives me the same wrong url. I also checked the 
RT_Config.pm file and made sure that it also makes the correct url. In 
the end, I still have the same problem so I'm begining to think that 
it's one of the template scripts that contains the error. Can you help 
locate the script that generates the url in the automatic email?

Thanks,
Toly


From bestpractical at jon.limedaley.com  Fri Jul  8 15:44:17 2005
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Fri, 8 Jul 2005 15:44:17 -0400 (EDT)
Subject: [rt-users] broken link in auto email
In-Reply-To: <42CEC0A9.5060108@sci.utah.edu>
References: <42CEC0A9.5060108@sci.utah.edu>
Message-ID: 

 	Did you restart the web browser (and make sure your cache is 
cleaned up) after changing the RT_SiteConfig.pm.
Additionally - don't modify RT_Config, only RT_SiteConfig.

On Fri, 8 Jul 2005, Toly Zharkikh wrote:
> After I created a ticket, I changed the owner to someone else. That person 
> received an email saying that he has been assigned a ticket. That same email 
> has a direct link to the ticket but the problem is that the url is wrong.
> The wrong url is WebURL:80/rt/rtTicket/Display.html?id=34
> The correct url is WebURL:80/rt/Ticket/Display.html?id=34
>
> So I don't know where it's getting the rt before Ticket from. I looked into 
> my templates and all of them use the following link:
>   {$RT::WebURL}Ticket/Display.html?id={$Ticket->id}
>
> I am familiar with Perl so I know that {$RT::WebURL} and {$Ticket->id} are 
> variables. But I have no idea where it's getting rtTicket from. I went into 
> RT_SiteConfig.pm and changed the line
>   Set($WebURL , $WebBaseURL . $WebPath . "/rt");
> to
>   Set($WebURL , $WebBaseURL . $WebPath . "/");
> but it still gives me the same wrong url. I also checked the RT_Config.pm 
> file and made sure that it also makes the correct url. In the end, I still 
> have the same problem so I'm begining to think that it's one of the template 
> scripts that contains the error. Can you help locate the script that 
> generates the url in the automatic email?
>
> Thanks,
> Toly
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From wright at smx.pair.com  Fri Jul  8 16:01:51 2005
From: wright at smx.pair.com (Dan Wright)
Date: Fri, 8 Jul 2005 16:01:51 -0400 (EDT)
Subject: [rt-users] Sending duplicate RT queries to the same ticket?
Message-ID: 


Hi,

  I'm looking for a way to have multiple ticket e-mail submissions all end up on
the same ticket whenever the To:, From:, and Subject: fields are all identical
and they are all sent within X hours from each other.

  Here's a hypothetical example that illustrates a situation similar to what I'm
dealing with:

  Suppose company example.com has several machines all being monitored by
monitor.example.com.   The monitor machine has a cron job that checks all the
machines every 5 minutes.   Whenever it finds one of the machines not
responding, it sends out an e-mail to a mailing list such as this:

------
To:  sysadmins at example.com
From: root at monitor.example.com
Subject:  Server abc.example.com DOWN

The machine is down, somebody go kick it.
------

  It would be really nice if sysadmins at example.com could be a RT queue instead
of just a mailing list.  But the problem is, the monitor is going to send out
this exact same message every 5 minutes until the machine is fixed (and we do
not want to change that functionality).  So, this would mean every 5 minutes,
there would be a new ticket generated for the same issue, which somebody would
need to manually merge.

  It would be much better for me if we could have one ticket created, which got
a new attachment added every 5 minutes.   BUT, if we go several days without any
more problems with server abc, then any new errors for abc should then be put on
a new ticket because it would then be a new issue.

  Has anybody ever done anything like this before?

Thanks,
-Dan

Daniel J. Wright                           wright at pair.com
Lead Software Developer, pairNIC   https://www.pairnic.com
pair Networks, Inc.                    http://www.pair.com


From seph at directionless.org  Fri Jul  8 16:57:08 2005
From: seph at directionless.org (seph)
Date: Fri, 08 Jul 2005 16:57:08 -0400
Subject: [rt-users] Re: Sending duplicate RT queries to the same ticket?
In-Reply-To:  (Dan Wright's
	message of "Fri, 8 Jul 2005 16:01:51 -0400 (EDT)")
References: 
Message-ID: 

>   I'm looking for a way to have multiple ticket e-mail submissions
> all end up on the same ticket whenever the To:, From:, and Subject:
> fields are all identical and they are all sent within X hours from
> each other.
>
>   Here's a hypothetical example that illustrates a situation similar
> to what I'm dealing with:

You example is about NOC software. I'd probably do this by using a
custom interface between the NOC software and RT. Assuming the NOC
software has some sort of incident-id, I'd create a CF to hold the id,
and have the noc software check to see if anything exists. Then append
or create appropriately.

seph


From trick at adonis.net  Fri Jul  8 17:53:48 2005
From: trick at adonis.net (Patrick Morris)
Date: Fri, 08 Jul 2005 14:53:48 -0700
Subject: [rt-users] Sending duplicate RT queries to the same ticket?
In-Reply-To: 
References: 
Message-ID: <42CEF5EC.5070903@adonis.net>

I've done this by having monitoring software send out notifications with 
a ticket number in the subject.   That way, you just end up with the a 
ticket getting reopened every time a particular event happens.

Dan Wright wrote:

>Hi,
>
>  I'm looking for a way to have multiple ticket e-mail submissions all end up on
>the same ticket whenever the To:, From:, and Subject: fields are all identical
>and they are all sent within X hours from each other.
>




From wright at smx.pair.com  Fri Jul  8 18:11:39 2005
From: wright at smx.pair.com (Dan Wright)
Date: Fri, 8 Jul 2005 18:11:39 -0400 (EDT)
Subject: [rt-users] Re: Sending duplicate RT queries to the same ticket?
In-Reply-To: 
References: 
	
Message-ID: 


On Fri, 8 Jul 2005, seph wrote:

> You example is about NOC software. I'd probably do this by using a
> custom interface between the NOC software and RT. Assuming the NOC
> software has some sort of incident-id, I'd create a CF to hold the id,
> and have the noc software check to see if anything exists. Then append
> or create appropriately.

Seems sort of complex.  I was hoping for a way to make RT do what I want instead
of writing something else so that I can do what RT wants me to do.

Thanks anyway,
-Dan


From tmorgan at synacor.com  Fri Jul  8 19:12:16 2005
From: tmorgan at synacor.com (Tom Morgan)
Date: Fri, 08 Jul 2005 19:12:16 -0400
Subject: [rt-users] email contents missing
In-Reply-To: <42C1E47D.50904@synacor.com>
References: <42C1E47D.50904@synacor.com>
Message-ID: <42CF0850.6080805@synacor.com>

For the record what ended up being the problem is yahoo blocks the msgs 
that rt would send out. I discovered this by just sending a msg to 
another account I have and received everything I was looking for.

Tom Morgan wrote:

> I am using rt-3.4.0. When I add an email adress to the cc field of a 
> ticket for comments or resolves it does not mail out the contents of 
> the msg but it does send the email. It does it to the users who are 
> added to the AdminCc's and Cc's list. I have searched the archive mail 
> list and haven't found anyone having this issue. Anyone have any 
> ideas?  Thanks in advance!
>


-- 
Tom Morgan
tmorgan at synacor.com



From joby at u.washington.edu  Fri Jul  8 19:23:28 2005
From: joby at u.washington.edu (Joby Walker)
Date: Fri, 08 Jul 2005 16:23:28 -0700
Subject: [rt-users] email contents missing
In-Reply-To: <42CF0850.6080805@synacor.com>
References: <42C1E47D.50904@synacor.com> <42CF0850.6080805@synacor.com>
Message-ID: <42CF0AF0.1080503@u.washington.edu>

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

This is resolved in 3.4.2.

Joby Walker
ITI SSG, University of Washington
- --
PGP key: https://staff.washington.edu/joby/joby-u-pub.asc


Tom Morgan wrote:
> For the record what ended up being the problem is yahoo blocks the msgs
> that rt would send out. I discovered this by just sending a msg to
> another account I have and received everything I was looking for.
> 
> Tom Morgan wrote:
> 
>> I am using rt-3.4.0. When I add an email adress to the cc field of a
>> ticket for comments or resolves it does not mail out the contents of
>> the msg but it does send the email. It does it to the users who are
>> added to the AdminCc's and Cc's list. I have searched the archive mail
>> list and haven't found anyone having this issue. Anyone have any
>> ideas?  Thanks in advance!
>>
> 
> 
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFCzwrvgA0gpghkf88RAhQDAKDiMDE17TWUXx9GXv0bkFdUKQ/bSQCgnpa3
XwmLn6V8KPt058WuLU/cq0c=
=p1Rl
-----END PGP SIGNATURE-----


From rickr at rice.edu  Fri Jul  8 20:26:12 2005
From: rickr at rice.edu (Rick Russell)
Date: Fri, 08 Jul 2005 19:26:12 -0500
Subject: [rt-users] Sending duplicate RT queries to the same ticket?
In-Reply-To: 
References: 
Message-ID: <42CF19A4.5060209@rice.edu>



Dan Wright wrote:
>   I'm looking for a way to have multiple ticket e-mail submissions all end up on
> the same ticket whenever the To:, From:, and Subject: fields are all identical
> and they are all sent within X hours from each other.

Logically, the way to do this is to write a scrip that

(1) Performs a search that returns the Ticket you're looking for, then
(2) Merge the current ticket into the found ticket.

Unfortunately, I know how to do neither :-( It's also going to make the 
load on your RT server shoot through the roof, since every new ticket is 
going to perform a search.

Rick R.


From cdevers at pobox.com  Fri Jul  8 22:51:35 2005
From: cdevers at pobox.com (Chris Devers)
Date: Fri, 8 Jul 2005 22:51:35 -0400 (EDT)
Subject: [rt-users] Mac OS X server and RT
In-Reply-To: <20050519210149.GB32020@saratoga.lib.ny.us>
References: <20050518131648.GA23949@saratoga.lib.ny.us>
	
	<20050519210149.GB32020@saratoga.lib.ny.us>
Message-ID: 

Yes, this a response to an old thread, but oh well.

On Thu, 19 May 2005, josh wrote:

> On Wed, May 18, 2005 at 07:49:07AM -0700, Grant Miller wrote:
>> I'm running RT 2 on OS X 10.2 that's using a different version of perl
>> (5.8.0) installed in a different location than the stock perl.  I'm
>> doing the same thing for my test RT 3 box (OS X 10.3,  perl 5.8.5)
>> without any issues.  I haven't tried running RT on Tiger, but there
>> shouldn't be any problems.
>
> I assume that the Apple installed perl 5.8.6 will simply be perl
> 5.8.6. Did you have any other problems. When I asked before, Jesse
> posted a note about Apples implementation of Apache leaving something
> to be desired.

I got RT 3.4.x working on OSX 10.4.1 a week or so ago, and everything 
seems to work just fine.

The system Perl seems to be stock 5.8.6; if you want, I can post the 
output of `perl -V` for build details, but in any case it worked fine.

Apache is 1.3.33; the $ENV{SERVER_SOFTWARE} on mine gives

     Apache/1.3.33 (Darwin) PHP/4.3.11 mod_perl/1.29 mod_ssl/2.8.22 
OpenSSL/0.9.7b

All of these components are stock; all of them appear to work fine.

(Compare to OSX 10.3, where the stock mod_perl didn't correctly bind 
output to the web server, so pages would "work" but would send no output 
back to clients unless you configured mod_perl to do so with a --

     tie *STDOUT, 'Apache';

-- in httpd.conf or startup.pl. This isn't a problem in 10.4.)

So, RT and its prerequisites all seem to build, install, and run just 
fine on OSX 10.4.x client, and so also should on 10.4.x server.



-- 
Chris Devers


From support at cyberpro.com.au  Sat Jul  9 20:52:20 2005
From: support at cyberpro.com.au (Ian Ward)
Date: Sun, 10 Jul 2005 10:52:20 +1000
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>
Message-ID: <42D07144.4000700@cyberpro.com.au>

Chris Meyer wrote:

> Can someone clarify the current state of mod_perl2 + Apache 2.x  
> compatibility for RT 3.4?
> It would be nice if this information was stated unambiguously in the  
> installation guides.

Hi Chris,

We have been running rt ( differing version ) with mod_perl2 now for 
nearly 3 years.
Never had a problem, however it is slow.
But we did it because it worked and it was easy.

However, the system running RT has been upgraded to FC4 and RT is 
currently broken. ( even after all rt-test-dependancies )
We get the error:
[error] Can't locate Apache2.pm in @INC in the httpd log even though 
perl-Apache::DBI is installed and mod_perl2
We were running RT 3.2.2.  ( and earlier versions ) on Fedora Core 2
The upgrade ( fresh install ) to FC4 has been fine for everything except RT

Now that it is broken, I have to put some effort into fixing it.
I will take the advice of the good people here and try FastCGI ( they 
really do seem to feel strongly that mod_perl2 should be avoided )
I have kept a posting to the list from March ready for this time, here 
it is in full... (hope this helps)

The post is from Wiliam Harrison 

PS> I don't post very often so can I just say a BIG thanks to Jesse and 
crew. RT Rocks!

================================================================================

Well, thanks to hard work and effort from others, this procedure has been verified to work across at least three installations of RHEL 4. If you think it would be of value, I'm happy to add it to the wiki.

Installation procedure follows... 


-William



Installing RT on RHEL 4 with FastCGI and MySQL:

Start with a standard install of RHEL, then upgrade / up2date / whatever to get latest versions of installed packages. Then make sure you have the following packages as well:
  httpd-devel
  mysql
  mysqlclient10
  mysql-server
  mysql-devel
  gcc

Install FastCGI...
  wget http://www.fastcgi.com/dist/mod_fastcgi-2.4.2.tar.gz
  gunzip mod_fastcgi-2.4.2.tar.gz
  tar -xvf mod_fastcgi-2.4.2.tar
  cd mod_fastcgi-2.4.2
  cp Makefile.AP2 Makefile
  edit Makefile:
    ###Modify for location of apache 2 installation:
    top_dir      = /etc/httpd
  make
  make install
  edit /etc/httpd/conf/httpd.conf
    ###Add line to load FastCGI module:
    LoadModule fastcgi_module modules/mod_fastcgi.so
  ### FastCGI wants to have a place to put its logs, and permission to do so:
    mkdir /etc/httpd/logs/fastcgi
    mkdir /etc/httpd/logs/fastcgi/dynamic
    chown apache:apache /etc/httpd/logs/fastcgi
    chown apache:apache /etc/httpd/logs/fastcgi/dynamic
  service httpd start
  ### Check Apache logs to make sure fastcgi started
    less /var/log/httpd/error_log
    ### Should see no lines with [error] referencing FastCGI
    ### Should see one line indicating a [notice] and the pid of FastCGI
      ### [Mon Mar 14 9:16:57 2005] [notice] FastCGI: process manager initialized (pid 3478)


Turn on MySQL server, Apache server, set MySQL root password...
  chkconfig httpd on
  chkconfig mysqld on
  service mysqld start
  mysqladmin -u root password newpass


Set up CPAN initially...
  perl -MCPAN -e shell


RT Pre-Install...
  ### RT requires its own group, so let's add it now lest we forget:
    groupadd rt
  ### RT gets initiated by apache, so add apache to the rt group:
    edit /etc/group
    ### Change the line:
    ### rt:x:501:
    ### to read:
    ### rt:x:501:apache
  ### Disable selinux (or make sure it is disabled):
     edit /etc/selinux/config
     ### Change the line:
     ### SELINUX=enforcing
     ### or
     ### SELINUX=permissive
     ### to read:
     ### SELINUX=disabled
  ### Change permissions on /etc/httpd/logs from within
     cd /etc/htttpd/logs
     chmod 755 .


Install RT...
  wget http://download.bestpractical.com/pub/rt/release/rt-3.4.1.tar.gz
  gunzip rt.tar.gz
  tar -xvf rt.tar
  cd rt-3.4.1/
  ### Set up the makefile for us with the proper settings:
    ./configure --with-web-user=apache --with-web-group=apache --with-mysql --with-fastcgi
  ### Show us what's missing and what's not:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose
  ### Try to install what's missing for us through CPAN:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
  ### Test again and only show us the MISSING items this time:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING
  ### MIME::Entity won't install without MIME::Base64, so install that first:
    perl -MCPAN -e 'install MIME::Base64'
  ### Now install MIME::Entity:
    perl -MCPAN -e 'install MIME::Entity'
  ### Try to install anything else missing for us:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
  ### Test again and make sure nothing is MISSING:
    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep MISSING
  ### Assuming everything is present and it's a go, install and intialize database...
    make install
    make initialize-database
  ### Make a copy of the dist config file to edit:
    cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm
  ### Edit your RT config file for your purposes:
    edit /opt/rt3/etc/RT_SiteConfig.pm
    ### Change the line:
    ### Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");
    ### to read:
    ### Set($WebBaseURL , "http://your.ip.address:80");
    ### Change the line:
    ### Set($WebPath , "");
    ### to read:
    ### Set($WebPath , "/rt");
  ### Edit your Apache config file as well:
    edit /etc/httpd/conf/httpd.conf
    ###  NameVirtualHost *:80
    ###  
    ###    ServerAdmin root
    ###    DocumentRoot /var/www/html/
    ###    # Adding the following for RT (the ticket tracker)
    ###    AddHandler fastcgi-script fcgi
    ###    
    ###      Options FollowSymLinks ExecCGI
    ###      AllowOverride None
    ###    
    ###    # Pass through requests to display images
    ###    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
    ###  
    ###  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
    ###  ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi


  ###Restart Apache:
    service httpd stop
    service httpd start






From chris at cs.brandeis.edu  Sat Jul  9 22:11:45 2005
From: chris at cs.brandeis.edu (Christopher Allison)
Date: Sat, 9 Jul 2005 22:11:45 -0400 (EDT)
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: <42D07144.4000700@cyberpro.com.au>
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>
	<42D07144.4000700@cyberpro.com.au>
Message-ID: 

On Sun, 10 Jul 2005, Ian Ward wrote:

> I have kept a posting to the list from March ready for this time, here it is 
> in full... (hope this helps)
>
> The post is from Wiliam Harrison 
>
> PS> I don't post very often so can I just say a BIG thanks to Jesse and crew. 
> RT Rocks!
>
> ================================================================================
>
> Well, thanks to hard work and effort from others, this procedure has been 
> verified to work across at least three installations of RHEL 4. If you think 
> it would be of value, I'm happy to add it to the wiki.

William's instructions actually were added to the wiki, and I just used 
them this past weekend to get an install up and running on RHEL 4. The 
instructions are located at:

 	http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide

Every step of the instructions went perfectly, with one hitch...

> Installation procedure follows... 
>
> -William

Snip-snip

> ### Assuming everything is present and it's a go, install and intialize 
> database...
>   make install

Here, William's directions seem to go awry. He says to follow 'make 
install' with 'make initialize-database', but 'make install' finishes by 
outputting the following:

         Congratulations. RT has been installed.


         You must now configure RT by editing 
/opt/rt3/etc/RT_SiteConfig.pm.

         (You will definitely need to set RT's database password in
         /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so
 	could be very dangerous.  Note that you do not have to manually
 	add a database user or set up a database for RT.  These actions
 	will be taken care of in the next step.)

         After that, you need to initialize RT's database by running
          'make initialize-database'

I emailed the list about this discrepancy, and got back two responses. One 
was from William, who says that the sequence here doesn't matter, another 
was from another RT user who said (as the above warning does) that the 
sequence matters very much, since the info in RT_SiteConfig.pm is used in 
building the database. Because the second piece of advice, the 
instructions output by 'make install', and warnings all over the wiki, 
docs, and in other installation guides all seem to agree on the importance 
of editing RT_SiteConfig.pm first, I went ahead and did the following 
first:

> ### Make a copy of the dist config file to edit:
>   cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm
> ### Edit your RT config file for your purposes:
>   edit /opt/rt3/etc/RT_SiteConfig.pm
>   ### Change the line:
>   ### Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");
>   ### to read:
>   ### Set($WebBaseURL , "http://your.ip.address:80");
>   ### Change the line:
>   ### Set($WebPath , "");
>   ### to read:
>   ### Set($WebPath , "/rt");

Only then did I

>   make initialize-database

While William says his instructions work as they stand, and I have no 
reason not to believe that, I can't confirm it either, as I followed the 
RT installer's instructions to edit RT_SiteConfig.pm first. Whether you 
follow William's sequence or the standard RT sequence at this step, I'd 
encourage you to work from the wiki instructions, as those have been 
updated (with new formatting, if nothing else). Disclaimer: I changed the 
wiki instructions to match the procedure I followed after 'make install' 
(nothing more than copy and paste of what was there). It worked for me, 
but if you want to follow William's instructions, you can undo the switch 
described in this email. Again, the instructions are at:

 	http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide

Good luck!

-Chris Allison
--
Brandeis University CS Dept.
Systems Operations Guru
chris at cs.brandeis.edu
http://www.cs.brandeis.edu/~guru/


From asparks at doublesparks.net  Sat Jul  9 22:13:38 2005
From: asparks at doublesparks.net (Alan Sparks)
Date: Sat, 09 Jul 2005 20:13:38 -0600
Subject: [rt-users] unprivileged users in ticket owner list
Message-ID: <42D08452.5020102@doublesparks.net>

Just finished upgrade to RT 3.4.2, and all looks fine except...

When creatingor editing a ticket, and clicking open the "Owner" dropdown
list, the list shows users that are not granted rights to RT.  Most are
users that I had unchecked the "Let this user be granted rights"
checkbox, and I've verified that this is still turned off in the
imported user list.

How can this be fixed so ony active users with rights show up as
possible ticket owners?
Thanks in advance for any suggestions.
-Alan

-- 
Alan Sparks, UNIX/Linux Systems Integration and Administration




From support at cyberpro.com.au  Sun Jul 10 21:49:58 2005
From: support at cyberpro.com.au (Ian Ward)
Date: Mon, 11 Jul 2005 11:49:58 +1000
Subject: [rt-users] FC4 & FastCGI Help with How-To
Message-ID: <42D1D046.4030607@cyberpro.com.au>

Hi All,
 
I am creating a How-To for Fedora Core 4 with FastCGI and having some 
problems.
This system has(had) a working 3.2.2 RT install under FC2 and mod_perl2

I have it NEARLY working and just need some help to get it over the line.
RT is working when I do http://server.mydomain.com.au/rt
But I want it running at the root of the server, ie 
http://server.mydomain.com ( as it used to be )
I get the dreaded "Almost there" RT if I hit the root directory of the 
server.
Can someone help me with the apache configuration so that it will run at 
the root (/) of the server.

Also, I do not like the logging locations in the RHEL4 howto and have 
modified them. 
As I do not have a fully functioning system yet I cannot check the 
logging is working
Comment please.

Once I have this sorted I will re-post the howto

TIA, Ian Ward



##### DRAFT 1 ##############

Instructions on how I installed FastCGI on a Fedora Core 4 System.
This came about because we upgraded from FC2 to FC4 and decided to 
migrate from mod_perl2 to FastCGI
This system had a working RT 3.2.2 mod_perl2 config before the upgrade 
to FC4
( which was a fresh install and restore of /opt + mysql data)

### First the environment

###Make sure httpd-devel is installed....
yum install httpd-devel
###Dependencies Resolved
###
###Installed: httpd-devel.i386 0:2.0.54-10
###Dependency Installed: apr-devel.i386 0:0.9.6-3 apr-util-devel.i386 
0:0.9.6-2 pcre-devel.i386 0:5.0-4
###Complete!

### Something I found later, rt-test-dependancies did not pick up FCGI 
needed to be installed
perl -MCPAN -e 'install FCGI'

###Get the FastCGI source
cd /tmp
wget http://www.fastcgi.com/dist/mod_fastcgi-2.4.2.tar.gz

###Configure and Install ( I built in /opt because that is where rt3 is 
installed )
cd /opt
tar -zxvf /tmp/mod_fastcgi-2.4.2.tar.gz
cd mod_fastcgi-2.4.2

### Copy the Makefile into place
cp Makefile.AP2 Makefile

###(I think the RHEL4 instructions in the RT/WIKI are in error here)
###(top_dir should be /usr/lib/httpd not /etc/httpd, then module is then 
installed in the correct place)
###Modify top_dir from /usr/local/apache2 to /usr/lib/httpd with your 
favourite editor..

perl -pi -e 's|/usr/local/apache2|/usr/lib/httpd|g' ./Makefile

###Compile and Install
make
make install

### Allow the logging to go somewhere that makes sense
ln -s /var/log/httpd /usr/lib/httpd/logs
mkdir /var/log/httpd/fastcgi
mkdir /tmp/dynamic
chmod 777 /tmp/dynamic
chmod 777 /var/log/httpd/fastcgi

###Edit /etc/httpd/conf/httpd.conf
###Add line to load FastCGI module:
#    LoadModule fastcgi_module modules/mod_fastcgi.so

service httpd start

### Check Apache logs to make sure fastcgi started less 
/var/log/httpd/error_log
### Should see no lines with [error] referencing FastCGI
### Should see one line indicating a [notice] and the pid of FastCGI
### [Mon Jul 11 09:53:28 2005] [notice] FastCGI: process manager 
initialized (pid 32341)

--------------------------------------------------
That completes the fastcgi install
You now need to reconfigure RT for fastcgi
--------------------------------------------------

The virtual host we used to run RT3 with mod_perl2 looked like this:

    ServerName server.ourdomain.com.au
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8
    PerlSetVar MasonArgsMethod CGI
    PerlModule Apache2 Apache::compat
    RewriteEngine On
    RewriteRule ^(.*)/$ $1/index.html
    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl
    
        SetHandler perl-script
        PerlHandler RT::Mason
    


For FastCGI, we change to this:


    ServerName server.ourdomain.com.au
    DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8
    AddHandler fastcgi-script fcgi
    
      Options FollowSymLinks ExecCGI
      AllowOverride None
    
    # Pass through requests to for noauth
    Alias /NoAuth/ /opt/rt3/share/html/NoAuth/

FastCgiIpcDir /tmp
FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4
ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi



From mengland at mengland.net  Sun Jul 10 21:52:37 2005
From: mengland at mengland.net (Matt England)
Date: Sun, 10 Jul 2005 20:52:37 -0500
Subject: [rt-users] How do I delete or at least disable a user?
Message-ID: <6.1.2.0.2.20050710205105.050e9308@127.0.0.1>

Hello,

I'm a new 3.4.2 admin and liking what I'm seeing of my RT server; I'm 
testing it out prior to turning it on live for my small company.

How do I delete or at least disable an existing user?  I see references to 
"disabled users" around the web UI, but I as of yet don't see a place to 
actually disable/delete a user.

-Matt



From mengland at mengland.net  Sun Jul 10 21:53:00 2005
From: mengland at mengland.net (Matt England)
Date: Sun, 10 Jul 2005 20:53:00 -0500
Subject: [rt-users] Does RT offer a cmdline admin interface?
Message-ID: <6.1.2.0.2.20050710205248.05129348@127.0.0.1>

Does RT offer a cmdline admin interface?

-Matt



From mengland at mengland.net  Sun Jul 10 22:18:01 2005
From: mengland at mengland.net (Matt England)
Date: Sun, 10 Jul 2005 21:18:01 -0500
Subject: [rt-users] CPAN HTML::Format not found (trying to install RTFM)
Message-ID: <6.1.2.0.2.20050710211427.05006500@127.0.0.1>

I have a working RT 3.4.2 install (on RH9) and am trying to get RTFM 2.0.4 
installed.

I was able to get the 2 of the 3 perl module updates (referenced in the 
README in RTFM 2.0.4) but failed in "HTML::Format".  Here's the details:

-------------------------------------------
root at cstek 9:14pm [~] 14> perl -MCPAN -e'install HTML::TreeBuilder'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
   Database was generated on Sun, 10 Jul 2005 22:03:30 GMT
HTML::TreeBuilder is up to date.
root at cstek 9:14pm [~] 15>
root at cstek 9:14pm [~] 15> perl -MCPAN -e'install HTML::Format'
CPAN: Storable loaded ok
Going to read /root/.cpan/Metadata
   Database was generated on Sun, 10 Jul 2005 22:03:30 GMT
Warning: Cannot install HTML::Format, don't know what it is.
Try the command

     i /HTML::Format/

to find objects with matching identifiers.
root at cstek 9:14pm [~] 16>
-------------------------------------------

Any ideas?

Do I really need this stuff to get RTFM working?

(I must admit that perl-module updates/installing is one of my least 
favorite tihngs as a sysadmin.)

-Matt



From mengland at mengland.net  Sun Jul 10 22:29:01 2005
From: mengland at mengland.net (Matt England)
Date: Sun, 10 Jul 2005 21:29:01 -0500
Subject: [rt-users] CPAN HTML::Format not found (trying to install RTFM)
In-Reply-To: <6.1.2.0.2.20050710211427.05006500@127.0.0.1>
References: <6.1.2.0.2.20050710211427.05006500@127.0.0.1>
Message-ID: <6.1.2.0.2.20050710212608.0514d360@127.0.0.1>

I'm probably going to wait on running 'make install' until I can resolve 
this and maybe some other points.  I don't want to mess up my 
nicely-running RT 3.4.2 site; do I have any reason to be concerned?

I notice that RTFM 2.0.4 Makefile reads:

PRODUCT     = RTFM
TAG     = 2.0.2

in the SVN download stanza (or whatever this stuff is), and this gives my 
further pause; should not the above read 2.0.4?

Is there a way I can install RTFM in a test (ie, non-production 
fasion...away from my working RT site) fashion without having to build an 
entire RT test area on my site?

-Matt



At 7/10/2005 09:18 PM, Matt England wrote:
>I have a working RT 3.4.2 install (on RH9) and am trying to get RTFM 2.0.4 
>installed.
>
>I was able to get the 2 of the 3 perl module updates (referenced in the 
>README in RTFM 2.0.4) but failed in "HTML::Format".  Here's the details:
>
>-------------------------------------------
>root at cstek 9:14pm [~] 14> perl -MCPAN -e'install HTML::TreeBuilder'
>CPAN: Storable loaded ok
>Going to read /root/.cpan/Metadata
>   Database was generated on Sun, 10 Jul 2005 22:03:30 GMT
>HTML::TreeBuilder is up to date.
>root at cstek 9:14pm [~] 15>
>root at cstek 9:14pm [~] 15> perl -MCPAN -e'install HTML::Format'
>CPAN: Storable loaded ok
>Going to read /root/.cpan/Metadata
>   Database was generated on Sun, 10 Jul 2005 22:03:30 GMT
>Warning: Cannot install HTML::Format, don't know what it is.
>Try the command
>
>     i /HTML::Format/
>
>to find objects with matching identifiers.
>root at cstek 9:14pm [~] 16>
>-------------------------------------------
>
>Any ideas?
>
>Do I really need this stuff to get RTFM working?
>
>(I must admit that perl-module updates/installing is one of my least 
>favorite tihngs as a sysadmin.)
>
>-Matt
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From support at cyberpro.com.au  Sun Jul 10 22:34:35 2005
From: support at cyberpro.com.au (Ian Ward)
Date: Mon, 11 Jul 2005 12:34:35 +1000
Subject: [rt-users] FC4 & FastCGI Help with How-To
In-Reply-To: <42D1D046.4030607@cyberpro.com.au>
References: <42D1D046.4030607@cyberpro.com.au>
Message-ID: <42D1DABB.4070208@cyberpro.com.au>

Ian Ward wrote:

>
> I have it NEARLY working and just need some help to get it over the line.
> RT is working when I do http://server.mydomain.com.au/rt
> But I want it running at the root of the server, ie 
> http://server.mydomain.com ( as it used to be )
> I get the dreaded "Almost there" RT if I hit the root directory of the 
> server.
> Can someone help me with the apache configuration so that it will run 
> at the root (/) of the server.
>
>
> For FastCGI, we change to this:
>
> 
>    ServerName server.ourdomain.com.au
>    DocumentRoot /opt/rt3/share/html
>    AddDefaultCharset UTF-8
>    AddHandler fastcgi-script fcgi
>    
>      Options FollowSymLinks ExecCGI
>      AllowOverride None
>    
>    # Pass through requests to for noauth
>    Alias /NoAuth/ /opt/rt3/share/html/NoAuth/
> 
> FastCgiIpcDir /tmp
> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 
> -processes 4
> ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi
>
To make it work correctly I have modified RT_Config.pm :
Set($WebPath , "/rt");
Now the URL's generated work within RT,
I guess it is a default Handler or something, but Apache config is not 
amongst my strong points :(



From asparks at doublesparks.net  Sun Jul 10 23:09:40 2005
From: asparks at doublesparks.net (Alan Sparks)
Date: Sun, 10 Jul 2005 21:09:40 -0600
Subject: [rt-users] Does RT offer a cmdline admin interface?
In-Reply-To: <6.1.2.0.2.20050710205248.05129348@127.0.0.1>
References: <6.1.2.0.2.20050710205248.05129348@127.0.0.1>
Message-ID: <42D1E2F4.6020504@doublesparks.net>

Matt England wrote:

> Does RT offer a cmdline admin interface?
>
> -Matt
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>

I haven't found a well-documented page on that... The little I've found
about it has been just running the command, and reading and following
the help information it prints...
-Alan

-- 
Alan Sparks, UNIX/Linux Systems Integration and Administration




From asparks at doublesparks.net  Sun Jul 10 23:12:50 2005
From: asparks at doublesparks.net (Alan Sparks)
Date: Sun, 10 Jul 2005 21:12:50 -0600
Subject: [rt-users] How do I delete or at least disable a user?
In-Reply-To: <6.1.2.0.2.20050710205105.050e9308@127.0.0.1>
References: <6.1.2.0.2.20050710205105.050e9308@127.0.0.1>
Message-ID: <42D1E3B2.1060703@doublesparks.net>

Matt England wrote:

> How do I delete or at least disable an existing user?  I see
> references to "disabled users" around the web UI, but I as of yet
> don't see a place to actually disable/delete a user.

You find that user in the user configuration, click the user name to
edit the user, and uncheck the "let this user be granted rights" and the
"Let this user access RT" checkboxes.

-- 
Alan Sparks, UNIX/Linux Systems Integration and Administration




From mengland at mengland.net  Mon Jul 11 01:22:24 2005
From: mengland at mengland.net (Matt England)
Date: Mon, 11 Jul 2005 00:22:24 -0500
Subject: [spam] Re: [rt-users] CPAN HTML::Format not found (trying
	to install RTFM)
Message-ID: <6.1.2.0.2.20050711001918.04f88d60@127.0.0.1>

For the record (and the RT-users archives):

I used the following commands in lieu of "HTML::Format":

perl -MCPAN -e'install HTML::Formatter'
perl -MCPAN -e'install HTML::FormatText'

...as per suggestions from group subscribers.  (Both of these modules 
appeared to be already up to date on my system.  Lot's of 
perl-module-web-loads I have done in the past, says Yoda.)

I also ran the 'make install,' and now I appear to have RT 3.4.2 and RTFM 
2.0.4 coexisting ok...thus far.  (I'm more worried about not breaking RT 
then anything at the moment.0

-Matt



From shin.imai at etimestech.jp  Mon Jul 11 02:29:25 2005
From: shin.imai at etimestech.jp (Shin Imai)
Date: Mon, 11 Jul 2005 15:29:25 +0900
Subject: [rt-users] Can't send an email from RT.
Message-ID: <20050711152639.D598.SHIN.IMAI@etimestech.jp>

Hi, 

When I created a ticket I put an email address in CC but I don't get any
mail from it. 

I don't know how the RT mailing system works. 
if you know anything I should have a look for mail plase advise me. 
I didn't change any setting of RT yet by the way. 

Shin
-- 
Shin Imai 



From jesse at bestpractical.com  Mon Jul 11 03:08:40 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 11 Jul 2005 03:08:40 -0400
Subject: [rt-users] DBD-Mysql 3.001 - all clear
Message-ID: <20050711070840.GP11073@bestpractical.com>


DBD::Mysql 3.001 seems to fix the issues we were seeing with 3.000

Jesse

-- 


From shin.imai at etimestech.jp  Mon Jul 11 04:03:51 2005
From: shin.imai at etimestech.jp (Shin Imai)
Date: Mon, 11 Jul 2005 17:03:51 +0900
Subject: [rt-users] Can't send an email from RT.
In-Reply-To: <20050711152639.D598.SHIN.IMAI@etimestech.jp>
References: <20050711152639.D598.SHIN.IMAI@etimestech.jp>
Message-ID: <20050711170128.D59A.SHIN.IMAI@etimestech.jp>

I fond the problem but I don't know how to fix it. 
When I create a new ticket RT sends an email to TO: and BCC: but CC:.
If I reply the ticket RT sends an email to BCC: and CC: but TO:.

Why is that happening?

Shin
-- 
Shin Imai 



From Ruslan.Zakirov at miet.ru  Mon Jul 11 11:05:14 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Mon, 11 Jul 2005 19:05:14 +0400
Subject: [rt-users] Problem with mason handler
In-Reply-To: 
References: 
Message-ID: <42D28AAA.1070002@miet.ru>

Hilde T Lauvset Rafaelsen wrote:
> Hi, 
> 
> Last week we upgrader RT from 3.0.30 to 3.4. We thought all went well,
> but today we get som errors in the httpd error_log.
> 
> When we add a comment or take a Ticket we got this error in the log
> file:
> [Fri Jul 08 13:07:14 2005] [error] [client 129.242.6.229] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized
> value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line
> 228., referer: http://rt.orakel.uit.no/
> [Fri Jul 08 13:07:14 2005] [error] [client 129.242.6.229] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized
> value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line
> 228., referer: http://rt.orakel.uit.no/
Install latest Text::Quoted from CPAN

> 
> When we press comment, RT displays two comments, one blank and the one
> we have written.
> 
> I thought it was because we was not using InnoDB, so I alter all the
> Tables to use InnoDB, restartet mysl but the problem is still there.
> 
> Doen anybody know how to fix this?
> 
> Hilde
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From rickr at rice.edu  Mon Jul 11 08:34:04 2005
From: rickr at rice.edu (Rick Russell)
Date: Mon, 11 Jul 2005 07:34:04 -0500
Subject: [rt-users] unprivileged users in ticket owner list
In-Reply-To: <42D08452.5020102@doublesparks.net>
References: <42D08452.5020102@doublesparks.net>
Message-ID: <42D2673C.8070106@rice.edu>


I suspect that, at some point in the past, these users were granted 
"OwnTicket" rights globally or for specific queues.

One of the bugs in RT 3.2.X (and perhaps carried over to RT 3.4.X) is 
that if you give rights or group membership to a user, then uncheck the 
"Let this user be granted rights" checkbox, RT does _not_ strip that 
user's rights or group membership.

It does demote them to the SelfService interface (so they can't log in 
to the real RT interface), but they can still post to all the queues on 
which they formerly had rights and open tickets by direct reference 
number and lots of things. And they still appear as valid owners if they 
have the "OwnTicket" right, even if you demote them to unprivileged.

So it's vital to remove rights & group memberships before unchecking the 
"Let this user be granted rights" checkbox.

Rick R.


Alan Sparks wrote:
> Just finished upgrade to RT 3.4.2, and all looks fine except...
> 
> When creatingor editing a ticket, and clicking open the "Owner" dropdown
> list, the list shows users that are not granted rights to RT.  Most are
> users that I had unchecked the "Let this user be granted rights"
> checkbox, and I've verified that this is still turned off in the
> imported user list.
> 
> How can this be fixed so ony active users with rights show up as
> possible ticket owners?
> Thanks in advance for any suggestions.
> -Alan
> 


From mengland at mengland.net  Mon Jul 11 08:40:16 2005
From: mengland at mengland.net (Matt England)
Date: Mon, 11 Jul 2005 07:40:16 -0500
Subject: [rt-users] New-user self-registration page?
Message-ID: <6.1.2.0.2.20050711073644.05065108@127.0.0.1>

Hello,

Does RT 3.4.x provide a means to allow new users to register themselves?  I 
have yet to see it, would be happy to enable some configuration setting, etc.

I see this thread:

http://gossamer-threads.com/lists/rt/users/16898

Is it still pertinent?  Is the implementation valid and appropriate for my 
RT 3.4.2 server?

-Matt



From Steven.Platt at HPA.org.uk  Mon Jul 11 09:40:47 2005
From: Steven.Platt at HPA.org.uk (CfI - Platt, Steven)
Date: Mon, 11 Jul 2005 14:40:47 +0100
Subject: [rt-users] How to stop e-mails to AdminCCs on quick ticket creation?
Message-ID: 

Hi list members,
 
Can anyone give me advice on how to prevent AdminCC e-mails for quick ticket
creation, yet retaining AdminCC e-mails for 'regular' ticket creation?
 
While non-privileged users with logins are comfortably using the
web-interface, our admin team is using the quick ticket function to create
tickets for users who are still wandering in for face-to-face problem
solving and don't yet have logins. It seems wasteful & irritating to e-mail
the rest of the admin group with a ticket creation when it's already been
taken by the ticket creator.
I imagine that some alteration of the 'On create' scrip condition will help
but I'm struggling on how to enable this.
I'm not keen on introducing "self-login generation", and we intend to get
everyone logged in eventually, it's just that this is a minor niggle we
could do without.
 
RT v 3.4.2
Perl v 5.8.6
Redhat 7.2
 
Many thanks
 
Steve
 
Steve Platt
Bioinformatics Support Co-ordinator
Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department
Center for Infections
Health Protection Agency
61 Colindale Avenue
London
UK
NW9 5HT
Tel: 0208 327 6618
 
http://www.hpa.org.uk/srmd/bioinformatics/index.htm
 



-----------------------------------------
**************************************************************************
The information contained in the EMail and any attachments is confidential
and intended solely and for the attention and use of the named
addressee(s). It may not be disclosed to any other person without the
express authority of the HPA, or the intended recipient, or both. If you
are not the intended recipient, you must not disclose, copy, distribute or
retain this message or any part of it. This footnote also confirms that
this EMail has been swept for computer viruses, but please re-sweep any
attachments before opening or saving. HTTP://www.HPA.org.uk
**************************************************************************
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From harrison at itrd.gov  Mon Jul 11 11:53:06 2005
From: harrison at itrd.gov (Harrison, William )
Date: Mon, 11 Jul 2005 11:53:06 -0400
Subject: [rt-users] RT Install-Initial database initialization question
Message-ID: <01A46D03C041D64798A18E5A14947AC311015B@NCOEXCHANGE.itrd.gov>


Hmmm... I seem to recall it prompted me for them, but then again, I would need a new install to verify if that was the case. 

Oh well. Either way, you are well on your way to a functioning RT installation...

-WcH


-----Original Message-----
From: Harald Kapper [mailto:hk at kapper.net]
Sent: Tuesday, July 05, 2005 4:55 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT Install-Initial database initialization
question

actually it _does_ matter - do the config-file first then do the
database-initialisation otherwise the "make initdb" won't have enough
information in order to create the database, tables, users,... right.



From asparks at doublesparks.net  Mon Jul 11 12:13:05 2005
From: asparks at doublesparks.net (Alan Sparks)
Date: Mon, 11 Jul 2005 10:13:05 -0600 (MDT)
Subject: [rt-users] unprivileged users in ticket owner list
In-Reply-To: <42D2673C.8070106@rice.edu>
References: <42D08452.5020102@doublesparks.net> <42D2673C.8070106@rice.edu>
Message-ID: <44877.216.150.62.80.1121098385.squirrel@216.150.62.80>


Rick Russell said:
>
> I suspect that, at some point in the past, these users were granted
> "OwnTicket" rights globally or for specific queues.

This was an excellent hint, thanks.  My predecessor basically set stuff up
for "everone" to have ownticket rights (not good), this was causing the
problem.  Working on the user/group rights is making that look much
better.

> One of the bugs in RT 3.2.X (and perhaps carried over to RT 3.4.X) is
> that if you give rights or group membership to a user, then uncheck the
> "Let this user be granted rights" checkbox, RT does _not_ strip that
> user's rights or group membership.

Bummer.  Disabling a user should suspend all rights for that user.  Wonder
if that's been filed as a bug?
-Alan

===========
Alan Sparks, UNIX/Linux Systems Administrator    



From joby at u.washington.edu  Mon Jul 11 12:23:18 2005
From: joby at u.washington.edu (Joby Walker)
Date: Mon, 11 Jul 2005 09:23:18 -0700
Subject: [rt-users] Can't send an email from RT.
In-Reply-To: <20050711170128.D59A.SHIN.IMAI@etimestech.jp>
References: <20050711152639.D598.SHIN.IMAI@etimestech.jp>
	<20050711170128.D59A.SHIN.IMAI@etimestech.jp>
Message-ID: <42D29CF6.3000105@u.washington.edu>

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

The "problem" you are having is a feature.  In RT_Config/RT_SiteConfig
you have the option to set $NofityActor.  When set to 0, the person
performing an action in RT is not emailed the details of the action.  If
you set $NofityActor to 1, then you will get emails for everything.

Joby Walker
ITI SSG, University of Washington
- --
PGP key: https://staff.washington.edu/joby/joby-u-pub.asc


Shin Imai wrote:
> I fond the problem but I don't know how to fix it. 
> When I create a new ticket RT sends an email to TO: and BCC: but CC:.
> If I reply the ticket RT sends an email to BCC: and CC: but TO:.
> 
> Why is that happening?
> 
> Shin
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFC0pz2gA0gpghkf88RAmpLAJ41LntxI02N8HsHQ32UTQ/2d/kVywCgwbWm
ZPnuvbRXnZVCr+5PMA5wTy0=
=SI8p
-----END PGP SIGNATURE-----


From bestpractical at jon.limedaley.com  Mon Jul 11 12:33:11 2005
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 11 Jul 2005 12:33:11 -0400 (EDT)
Subject: [rt-users] unprivileged users in ticket owner list
In-Reply-To: <44877.216.150.62.80.1121098385.squirrel@216.150.62.80>
References: <42D08452.5020102@doublesparks.net> <42D2673C.8070106@rice.edu>
	<44877.216.150.62.80.1121098385.squirrel@216.150.62.80>
Message-ID: 

On Mon, 11 Jul 2005, Alan Sparks wrote:
>> One of the bugs in RT 3.2.X (and perhaps carried over to RT 3.4.X) is
>> that if you give rights or group membership to a user, then uncheck the
>> "Let this user be granted rights" checkbox, RT does _not_ strip that
>> user's rights or group membership.
>
> Bummer.  Disabling a user should suspend all rights for that user.  Wonder
> if that's been filed as a bug?

 	Cannot reproduce in 3.4.2, disabling and removing privileges works 
as expected. (though I am getting a "no connection to syslog available at 
/usr/share/perl5/Log/Dispatch/Syslog.pm line 77" when trying to login as a 
disabled user.  The entry is logged appropriately)



From Ahalya_Nathan at mudnebr.com  Mon Jul 11 13:13:36 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Mon, 11 Jul 2005 12:13:36 -0500
Subject: [rt-users] LDAP Overlay Doubt
In-Reply-To: <01A46D03C041D64798A18E5A14947AC311015B@NCOEXCHANGE.itrd.gov>
Message-ID: 

Hi all,
I am trying to use the RTcontributions i.e. "LDAP Overlay" . Could someone 
tell me as to what it actually does since my requirements is to use the 
User Login and Password from the Active directory database rather than 
from the "Users" table. Does this overlay do that. Also, could someone 
explain the following piece of code which needs to go into 
RT_SiteConfig.pm?

# $LDAPExternalAuth = 1;
# $LdapServer="127.0.0.1";
# $LdapUser="";
# $LdapPass="";
# $LdapBase="ou=Users,dc=example,dc=com";
# $LdapUidAttr="uid";
# $LdapFilter="(objectclass=*)";
# $LdapTLS = 1;
# $LdapGroup ="cn=RT,ou=Group,dc=example,dc=com";
# $LdapGroupAttribute = 'uniqueMember';
# $LdapSSLVersion = 3;

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From hk at kapper.net  Mon Jul 11 13:19:58 2005
From: hk at kapper.net (Harald Kapper)
Date: Mon, 11 Jul 2005 19:19:58 +0200
Subject: [rt-users] sidestep - mysql-backup question
Message-ID: <19a5d1hd836t05inai51ogrlj0rdh9e3kh@192.168.0.1>

hi,
on my recent upgrade-path from RT3.0.9 ot 3.4.1 I did a simple mysqldump and
then inserted everything into the new mysql-server but I had to realize now..
virtually all attachements are broken :-(

especially binary-attachments (pdf and like) have gone dead...

now here is my begging for "who has a real backup-way for RT?" - I would have
bet I had everything the right way (moving between same mysql-version-servers)
but I had to learn it the hard way that I was obviously wrong.

Is there any _real_ way besides stopping mysql and copying the binary data files
away and store somewhere safe?

thank you in advance
Harald Kapper, icq# 36178328         http://kapper.net
software-development and             loeblichgasse   6
security-consulting                  1090 vienna,  .at
tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net
--------------mark---------------
The following Statement is False.
 The previous Statement is True. 
     - Welcome to my World -     


From barnesaw at ucrwcu.rwc.uc.edu  Mon Jul 11 13:22:09 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 11 Jul 2005 13:22:09 -0400
Subject: [rt-users] sidestep - mysql-backup question
In-Reply-To: <19a5d1hd836t05inai51ogrlj0rdh9e3kh@192.168.0.1>
References: <19a5d1hd836t05inai51ogrlj0rdh9e3kh@192.168.0.1>
Message-ID: <42D2AAC1.6080907@ucrwcu.rwc.uc.edu>



Harald Kapper wrote:

>hi,
>on my recent upgrade-path from RT3.0.9 ot 3.4.1 I did a simple mysqldump and
>then inserted everything into the new mysql-server but I had to realize now..
>virtually all attachements are broken :-(
>
>especially binary-attachments (pdf and like) have gone dead...
>  
>

Did you run the scripts to update the db schema, etc?

>now here is my begging for "who has a real backup-way for RT?" - I would have
>bet I had everything the right way (moving between same mysql-version-servers)
>but I had to learn it the hard way that I was obviously wrong.
>
>Is there any _real_ way besides stopping mysql and copying the binary data files
>away and store somewhere safe?
>
>thank you in advance
>Harald Kapper, icq# 36178328         http://kapper.net
>software-development and             loeblichgasse   6
>security-consulting                  1090 vienna,  .at
>tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net
>--------------mark---------------
>The following Statement is False.
> The previous Statement is True. 
>     - Welcome to my World -     
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>

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



From hk at kapper.net  Mon Jul 11 13:11:18 2005
From: hk at kapper.net (Harald Kapper)
Date: Mon, 11 Jul 2005 19:11:18 +0200
Subject: [rt-users] Upgrading from 3.0.11 to 3.4.2
In-Reply-To: 
References: 
Message-ID: <1u95d11qi0ursupb8hkq3m4oag7alstr5n@192.168.0.1>

On Mon, 11 Jul 2005 11:25:24 -0400 (EDT), James Chamberlain
 wrote:

>Harald,
>
>I'm having the same problem.  Have you (or has anyone else) been able to find 
>a solution?
>
>I'm running CentOS 4 (essentially RHEL4) and have upgraded from RT 3.0.2 to 
>3.4.2, with FastCGI 2.4.2 and Apache 2.0.52-12.  I have not done any Apache-, 
>MySQL-, or glibc-related updates since June 18th.  RT and mod_fastcgi have to 
>be updated by hand.  This problem started over the weekend on a system which 
>had been running stably for a few weeks, which leads me to suspect that a 
>logrotate-related process is somehow involved; however, I haven't spotted 
>anything to confirm that yet.

James,
you should see segfaults of mason-handler in your httpd_error_log (imho).

but as Jesse already confirmed - upgrade your DBD::Mysql via CPAN to the latest
v3.001 and segfaults should go away again.

unlucky me migrated already everything in a 24h sweep to a new box (this time
debian). :)

regards
Harald Kapper, icq# 36178328         http://kapper.net
software-development and             loeblichgasse   6
security-consulting                  1090 vienna,  .at
tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net
--------------mark---------------
The following Statement is False.
 The previous Statement is True. 
     - Welcome to my World -     


From bestpractical at jon.limedaley.com  Mon Jul 11 13:35:31 2005
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 11 Jul 2005 13:35:31 -0400 (EDT)
Subject: [rt-users] unprivileged users in ticket owner list
In-Reply-To: 
References: <42D08452.5020102@doublesparks.net> <42D2673C.8070106@rice.edu>
	<44877.216.150.62.80.1121098385.squirrel@216.150.62.80>
	
Message-ID: 

On Mon, 11 Jul 2005, Jon Daley wrote:
> (though I am getting a "no connection to syslog available at 
> /usr/share/perl5/Log/Dispatch/Syslog.pm line 77" when trying to login as a 
> disabled user.  The entry is logged appropriately)


 	I don't know why it suddenly appeared, but the fix is in the wiki.
http://wiki.bestpractical.com/index.cgi?NoConnectionToSyslog



From Ruslan.Zakirov at miet.ru  Mon Jul 11 17:51:16 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 01:51:16 +0400
Subject: [rt-users] unprivileged users in ticket owner list
In-Reply-To: 
References: <42D08452.5020102@doublesparks.net>
	<42D2673C.8070106@rice.edu>	<44877.216.150.62.80.1121098385.squirrel@216.150.62.80>
	
Message-ID: <42D2E9D4.4070700@miet.ru>

Jon Daley wrote:
> On Mon, 11 Jul 2005, Alan Sparks wrote:
> 
>>> One of the bugs in RT 3.2.X (and perhaps carried over to RT 3.4.X) is
>>> that if you give rights or group membership to a user, then uncheck the
>>> "Let this user be granted rights" checkbox, RT does _not_ strip that
>>> user's rights or group membership.
>>
>>
>> Bummer.  Disabling a user should suspend all rights for that user. 
>> Wonder
>> if that's been filed as a bug?
AFAIK this is "problem" of all(even 3.4.x, but may be it has some
"fixes") RT versions. You can block access to RT only by disabling user.
IMO best approach is grant rights only to groups and control access by
adding/deleting users to/from groups. After you know user has rights you
want, you can use privileged status to choose WebUI(fullfeatured or self
service). If you want block user at all then disable his record.

> 
> 
>     Cannot reproduce in 3.4.2, disabling and removing privileges works
> as expected. (though I am getting a "no connection to syslog available
> at /usr/share/perl5/Log/Dispatch/Syslog.pm line 77" when trying to login
> as a disabled user.  The entry is logged appropriately)

I think "no connection to syslog" is unrelated to user status. This
error is documented on the wiki. Are you sure that you don't get this
error in other situations?

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



From hk at kapper.net  Mon Jul 11 13:51:54 2005
From: hk at kapper.net (Harald Kapper)
Date: Mon, 11 Jul 2005 19:51:54 +0200
Subject: [rt-users] sidestep - mysql-backup question
In-Reply-To: <42D2AAC1.6080907@ucrwcu.rwc.uc.edu>
References: <19a5d1hd836t05inai51ogrlj0rdh9e3kh@192.168.0.1>
	<42D2AAC1.6080907@ucrwcu.rwc.uc.edu>
Message-ID: <1ac5d11k34cgp6mbmstugn8b0vk2fku8sg@192.168.0.1>

On Mon, 11 Jul 2005 13:22:09 -0400, Drew Barnes 
wrote:

>Did you run the scripts to update the db schema, etc?

hi
thanks for the pointer, but yes of course I did the upgrades and on the
original-box everything works fine (now after DBD::MySQL is resolved), but as
new tickets have gone into the new database I probably will have a really bad
weekend trying to merge those two, but in fact I care more about the future -
whether there is a correct way to get an RT-database backed up so one can really
restore it or not...

thank you for your support
Harald Kapper, icq# 36178328         http://kapper.net
software-development and             loeblichgasse   6
security-consulting                  1090 vienna,  .at
tel +43 1 3195500-0, fax +43 1 3195502, hk at kapper.net
--------------mark---------------
The following Statement is False.
 The previous Statement is True. 
     - Welcome to my World -     


From harlei at sap.sp.gov.br  Mon Jul 11 13:55:49 2005
From: harlei at sap.sp.gov.br (Harlei Liguori Marcelino)
Date: Mon, 11 Jul 2005 14:55:49 -0300
Subject: [rt-users] Debian Sarge
Message-ID: <01f501c58641$c5e061a0$20060e0a@admpenitenciaria.sp.gov.br>

Is there any howto install rt on debian sarge!?

I'm trying to install this, but i don't understand mysql db, them the rt don't work!

i will wait your answer

thanks

Harlei
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Ruslan.Zakirov at miet.ru  Mon Jul 11 18:40:54 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 02:40:54 +0400
Subject: [rt-users] Debian Sarge
In-Reply-To: <01f501c58641$c5e061a0$20060e0a@admpenitenciaria.sp.gov.br>
References: <01f501c58641$c5e061a0$20060e0a@admpenitenciaria.sp.gov.br>
Message-ID: <42D2F576.9040305@miet.ru>

Harlei Liguori Marcelino wrote:
> Is there any howto install rt on debian sarge!?
>  
> I'm trying to install this, but i don't understand mysql db, them the rt
> don't work!
>  
> i will wait your answer
What are you wating for? Christmas? (c)

We don't know how do you want install RT? From Debian packages or from
sources?
What documentation do you use to follow? README, Wiki, some bundled with
.deb package or may be instructions from MailingList archives?

What version do you want to install?

May be you are familiar with PostgreSQL? Then may be Pg is the best
choice for you.

--
Ruslan.

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



From jjesse at ftpb.com  Mon Jul 11 14:37:46 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Mon, 11 Jul 2005 14:37:46 -0400
Subject: [rt-users] Debian Sarge
In-Reply-To: <42D2F576.9040305@miet.ru>
References: <01f501c58641$c5e061a0$20060e0a@admpenitenciaria.sp.gov.br>
	<42D2F576.9040305@miet.ru>
Message-ID: <1121107066.8633.37.camel@localhost.localdomain>

It is pretty simple to be honest, apt-get install request-tracker3.4 and
it should take care of everything you need.  Then
in /usr/share/doc/request-tracker3.4 there is the docs you need to
install and get it up and running.

On Tue, 2005-07-12 at 02:40 +0400, Ruslan U. Zakirov wrote:
> Harlei Liguori Marcelino wrote:
> > Is there any howto install rt on debian sarge!?
> >  
> > I'm trying to install this, but i don't understand mysql db, them the rt
> > don't work!
> >  
> > i will wait your answer
> What are you wating for? Christmas? (c)
> 
> We don't know how do you want install RT? From Debian packages or from
> sources?
> What documentation do you use to follow? README, Wiki, some bundled with
> .deb package or may be instructions from MailingList archives?
> 
> What version do you want to install?
> 
> May be you are familiar with PostgreSQL? Then may be Pg is the best
> choice for you.
> 
> --
> Ruslan.
> 
> >  
> > thanks
> >  
> > Harlei
> > 
> > 
> > ------------------------------------------------------------------------
> > 
> > _______________________________________________
> > 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 noyler at khimetrics.com  Mon Jul 11 14:20:11 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Mon, 11 Jul 2005 11:20:11 -0700
Subject: [rt-users] How to stop e-mails to AdminCCs on quick ticket
	creation?
Message-ID: <59B15593F41BD24591D59436E7226EAD0223AAD1@Khiphx2.khimetrics.com>

 

Hi list members,

 

Can anyone give me advice on how to prevent AdminCC e-mails for quick
ticket creation, yet retaining AdminCC e-mails for 'regular' ticket
creation?

 

[Nathan Oyler] 

 

I would like this functionality also

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rickr at rice.edu  Mon Jul 11 14:49:33 2005
From: rickr at rice.edu (Rick Russell)
Date: Mon, 11 Jul 2005 13:49:33 -0500
Subject: [rt-users] How to stop e-mails to AdminCCs on quick
	ticket	creation?
In-Reply-To: <59B15593F41BD24591D59436E7226EAD0223AAD1@Khiphx2.khimetrics.com>
References: <59B15593F41BD24591D59436E7226EAD0223AAD1@Khiphx2.khimetrics.com>
Message-ID: <42D2BF3D.4060007@rice.edu>


Since "Quick Tickets" are created without Requestors, you could write a
scrip that checks for the presence of Requestors. If $Transaction-Type
equals "Create" and $Ticket->RequestorAddresses contains something, send
the e-mail to AdminCCs. Otherwise do not send the e-mail.

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From Ruslan.Zakirov at miet.ru  Mon Jul 11 19:00:15 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 03:00:15 +0400
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: <42D07144.4000700@cyberpro.com.au>
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>
	<42D07144.4000700@cyberpro.com.au>
Message-ID: <42D2F9FF.7010000@miet.ru>

Ian Ward wrote:
> Chris Meyer wrote:
> 
>> Can someone clarify the current state of mod_perl2 + Apache 2.x 
>> compatibility for RT 3.4?
>> It would be nice if this information was stated unambiguously in the 
>> installation guides.
> 
> 
> Hi Chris,
> 
> We have been running rt ( differing version ) with mod_perl2 now for
> nearly 3 years.
Please, clarify what exactly mod_perl version is!!! You can't run MP2
for years, because MP2 is available only for month or two.
You can run development version 1.99_XX that is DEVELOPMENT branch.

If you use MP1.99_XX or MP2.X then you are in situation: "I know what
I'm doing! I subscribed to the mod_perl mailing list and follow all
major changes. And if something goes wrong while perl/mod_perl update I
know where to go and this is not RT mailing list."

> Never had a problem, however it is slow.
Last versions of the MP2.X and 1.99_XX as fast as latest FastCGI versions.
MP1 is slower then FCGI by ~10% this was tested for simple operations
like browsing HomePage with ab tool in RT 3.0.X.

> But we did it because it worked and it was easy.
> 
> However, the system running RT has been upgraded to FC4 and RT is
> currently broken. ( even after all rt-test-dependancies )
> We get the error:
> [error] Can't locate Apache2.pm in @INC in the httpd log even though
> perl-Apache::DBI is installed and mod_perl2
> We were running RT 3.2.2.  ( and earlier versions ) on Fedora Core 2
> The upgrade ( fresh install ) to FC4 has been fine for everything except RT
> 
> Now that it is broken, I have to put some effort into fixing it.
> I will take the advice of the good people here and try FastCGI ( they
> really do seem to feel strongly that mod_perl2 should be avoided )
> I have kept a posting to the list from March ready for this time, here
> it is in full... (hope this helps)
> 
> The post is from Wiliam Harrison 
> 
> PS> I don't post very often so can I just say a BIG thanks to Jesse and
> crew. RT Rocks!
> 
> ================================================================================
> 
> 
> Well, thanks to hard work and effort from others, this procedure has
> been verified to work across at least three installations of RHEL 4. If
> you think it would be of value, I'm happy to add it to the wiki.
> 
> Installation procedure follows...
> 
> -William
> 
> 
> 
> Installing RT on RHEL 4 with FastCGI and MySQL:
> 
> Start with a standard install of RHEL, then upgrade / up2date / whatever
> to get latest versions of installed packages. Then make sure you have
> the following packages as well:
>  httpd-devel
>  mysql
>  mysqlclient10
>  mysql-server
>  mysql-devel
>  gcc
> 
> Install FastCGI...
>  wget http://www.fastcgi.com/dist/mod_fastcgi-2.4.2.tar.gz
>  gunzip mod_fastcgi-2.4.2.tar.gz
>  tar -xvf mod_fastcgi-2.4.2.tar
>  cd mod_fastcgi-2.4.2
>  cp Makefile.AP2 Makefile
>  edit Makefile:
>    ###Modify for location of apache 2 installation:
>    top_dir      = /etc/httpd
>  make
>  make install
>  edit /etc/httpd/conf/httpd.conf
>    ###Add line to load FastCGI module:
>    LoadModule fastcgi_module modules/mod_fastcgi.so
>  ### FastCGI wants to have a place to put its logs, and permission to do
> so:
>    mkdir /etc/httpd/logs/fastcgi
>    mkdir /etc/httpd/logs/fastcgi/dynamic
>    chown apache:apache /etc/httpd/logs/fastcgi
>    chown apache:apache /etc/httpd/logs/fastcgi/dynamic
>  service httpd start
>  ### Check Apache logs to make sure fastcgi started
>    less /var/log/httpd/error_log
>    ### Should see no lines with [error] referencing FastCGI
>    ### Should see one line indicating a [notice] and the pid of FastCGI
>      ### [Mon Mar 14 9:16:57 2005] [notice] FastCGI: process manager
> initialized (pid 3478)
> 
> 
> Turn on MySQL server, Apache server, set MySQL root password...
>  chkconfig httpd on
>  chkconfig mysqld on
>  service mysqld start
>  mysqladmin -u root password newpass
> 
> 
> Set up CPAN initially...
>  perl -MCPAN -e shell
> 
> 
> RT Pre-Install...
>  ### RT requires its own group, so let's add it now lest we forget:
>    groupadd rt
>  ### RT gets initiated by apache, so add apache to the rt group:
>    edit /etc/group
>    ### Change the line:
>    ### rt:x:501:
>    ### to read:
>    ### rt:x:501:apache
>  ### Disable selinux (or make sure it is disabled):
>     edit /etc/selinux/config
>     ### Change the line:
>     ### SELINUX=enforcing
>     ### or
>     ### SELINUX=permissive
>     ### to read:
>     ### SELINUX=disabled
>  ### Change permissions on /etc/httpd/logs from within
>     cd /etc/htttpd/logs
>     chmod 755 .
> 
> 
> Install RT...
>  wget http://download.bestpractical.com/pub/rt/release/rt-3.4.1.tar.gz
>  gunzip rt.tar.gz
>  tar -xvf rt.tar
>  cd rt-3.4.1/
>  ### Set up the makefile for us with the proper settings:
>    ./configure --with-web-user=apache --with-web-group=apache
> --with-mysql --with-fastcgi
>  ### Show us what's missing and what's not:
>    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose
>  ### Try to install what's missing for us through CPAN:
>    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
>  ### Test again and only show us the MISSING items this time:
>    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose
> | grep MISSING
>  ### MIME::Entity won't install without MIME::Base64, so install that
> first:
>    perl -MCPAN -e 'install MIME::Base64'
>  ### Now install MIME::Entity:
>    perl -MCPAN -e 'install MIME::Entity'
>  ### Try to install anything else missing for us:
>    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install
>  ### Test again and make sure nothing is MISSING:
>    perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose
> | grep MISSING
>  ### Assuming everything is present and it's a go, install and intialize
> database...
>    make install
>    make initialize-database
>  ### Make a copy of the dist config file to edit:
>    cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm
>  ### Edit your RT config file for your purposes:
>    edit /opt/rt3/etc/RT_SiteConfig.pm
>    ### Change the line:
>    ### Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");
>    ### to read:
>    ### Set($WebBaseURL , "http://your.ip.address:80");
>    ### Change the line:
>    ### Set($WebPath , "");
>    ### to read:
>    ### Set($WebPath , "/rt");
>  ### Edit your Apache config file as well:
>    edit /etc/httpd/conf/httpd.conf
>    ###  NameVirtualHost *:80
>    ###  
>    ###    ServerAdmin root
>    ###    DocumentRoot /var/www/html/
>    ###    # Adding the following for RT (the ticket tracker)
>    ###    AddHandler fastcgi-script fcgi
>    ###    
>    ###      Options FollowSymLinks ExecCGI
>    ###      AllowOverride None
>    ###    
>    ###    # Pass through requests to display images
>    ###    Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/
>    ###  
>    ###  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120
>    ###  ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi
> 
> 
>  ###Restart Apache:
>    service httpd stop
>    service httpd start
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From harlei at sap.sp.gov.br  Mon Jul 11 14:58:38 2005
From: harlei at sap.sp.gov.br (Harlei Liguori Marcelino)
Date: Mon, 11 Jul 2005 15:58:38 -0300
Subject: [rt-users] Debian Sarge
References: <01f501c58641$c5e061a0$20060e0a@admpenitenciaria.sp.gov.br>
	<42D2F576.9040305@miet.ru>
Message-ID: <021e01c5864a$8c3ee080$20060e0a@admpenitenciaria.sp.gov.br>

I'm trying to install for apt-get, but the liblog-dispatch-perl appers error
in apt...

i install this for .deb packege and the RT3.4 for apt-get...

i think it was the problem...

i will try to install for .tar.gz

Harlei


----- Original Message ----- 
From: "Ruslan U. Zakirov" 
To: "Harlei Liguori Marcelino" 
Cc: 
Sent: Monday, July 11, 2005 7:40 PM
Subject: Re: [rt-users] Debian Sarge


> Harlei Liguori Marcelino wrote:
> > Is there any howto install rt on debian sarge!?
> >
> > I'm trying to install this, but i don't understand mysql db, them the rt
> > don't work!
> >
> > i will wait your answer
> What are you wating for? Christmas? (c)
>
> We don't know how do you want install RT? From Debian packages or from
> sources?
> What documentation do you use to follow? README, Wiki, some bundled with
> .deb package or may be instructions from MailingList archives?
>
> What version do you want to install?
>
> May be you are familiar with PostgreSQL? Then may be Pg is the best
> choice for you.
>
> --
> Ruslan.
>
> >
> > thanks
> >
> > Harlei
> >
> >
> > ------------------------------------------------------------------------
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>



From Ruslan.Zakirov at miet.ru  Mon Jul 11 19:39:27 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 03:39:27 +0400
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: 
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>	<42D07144.4000700@cyberpro.com.au>
	
Message-ID: <42D3032F.9080307@miet.ru>

Christopher Allison wrote:
> On Sun, 10 Jul 2005, Ian Ward wrote:
> 
>> I have kept a posting to the list from March ready for this time, here
>> it is in full... (hope this helps)
>>
>> The post is from Wiliam Harrison 
>>
>> PS> I don't post very often so can I just say a BIG thanks to Jesse
>> and crew. RT Rocks!
>>
>> ================================================================================
>>
>>
>> Well, thanks to hard work and effort from others, this procedure has
>> been verified to work across at least three installations of RHEL 4.
>> If you think it would be of value, I'm happy to add it to the wiki.
> 
> 
> William's instructions actually were added to the wiki, and I just used
> them this past weekend to get an install up and running on RHEL 4. The
> instructions are located at:
> 
>     http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> 
> Every step of the instructions went perfectly, with one hitch...
> 
>> Installation procedure follows...
>> -William
> 
> 
> Snip-snip
> 
>> ### Assuming everything is present and it's a go, install and
>> intialize database...
>>   make install
> 
> 
> Here, William's directions seem to go awry. He says to follow 'make
> install' with 'make initialize-database', but 'make install' finishes by
> outputting the following:
> 
>         Congratulations. RT has been installed.
> 
> 
>         You must now configure RT by editing /opt/rt3/etc/RT_SiteConfig.pm.
> 
>         (You will definitely need to set RT's database password in
>         /opt/rt3/etc/RT_SiteConfig.pm before continuing. Not doing so
>     could be very dangerous.  Note that you do not have to manually
>     add a database user or set up a database for RT.  These actions
>     will be taken care of in the next step.)
> 
>         After that, you need to initialize RT's database by running
>          'make initialize-database'
> 
> I emailed the list about this discrepancy, and got back two responses.
> One was from William, who says that the sequence here doesn't matter,
> another was from another RT user who said (as the above warning does)
> that the sequence matters very much, since the info in RT_SiteConfig.pm
> is used in building the database. Because the second piece of advice,
> the instructions output by 'make install', and warnings all over the
> wiki, docs, and in other installation guides all seem to agree on the
> importance of editing RT_SiteConfig.pm first, I went ahead and did the
> following first:
> 
>> ### Make a copy of the dist config file to edit:
>>   cp /opt/rt3/etc/RT_Config.pm /opt/rt3/etc/RT_SiteConfig.pm
>> ### Edit your RT config file for your purposes:
>>   edit /opt/rt3/etc/RT_SiteConfig.pm
>>   ### Change the line:
>>   ### Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80");
>>   ### to read:
>>   ### Set($WebBaseURL , "http://your.ip.address:80");
>>   ### Change the line:
>>   ### Set($WebPath , "");
>>   ### to read:
>>   ### Set($WebPath , "/rt");
> 
> 
> Only then did I
> 
>>   make initialize-database
> 
> 
> While William says his instructions work as they stand, and I have no
> reason not to believe that, I can't confirm it either, as I followed the
> RT installer's instructions to edit RT_SiteConfig.pm first. Whether you
> follow William's sequence or the standard RT sequence at this step, I'd
> encourage you to work from the wiki instructions, as those have been
> updated (with new formatting, if nothing else). Disclaimer: I changed
> the wiki instructions to match the procedure I followed after 'make
> install' (nothing more than copy and paste of what was there). It worked
> for me, but if you want to follow William's instructions, you can undo
> the switch described in this email. Again, the instructions are at:
> 
>     http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
William and other are right from thier points of view and wrong at the
same time.
Main thing you HAVE TO do before you init your RT DB is set up password
of the RT database user. RT code base uses one user account to connect
its DB, by default it's 'rt_user' with password 'rt_pass'. You WANT
change default values before you init RT DB in other case you have local
RT security hole and anybody with local system login can access RT data
with this credentials via DB console program.

You can use ./configure arguments --with-db-rt-user and
--with-db-rt-pass to setup it, then you don't need to change config
file, because RT_Config.pm would be filled with your new values instead
of the defaults.
Second way is change your config before you run 'make initialize-database'.
If you allready has DB initilized then you should read your DB docs to
find way to change user name and/or password.

So both variants of the installation are right from the "smallest number
of commands" point of view, but wrong from the "secure RT data" point.

Please, apply some changes to instalation guides. IMHO easiest way is
configure script options.

--
Best regards, Ruslan.

> 
> Good luck!
> 
> -Chris Allison
> -- 
> Brandeis University CS Dept.
> Systems Operations Guru
> chris at cs.brandeis.edu
> http://www.cs.brandeis.edu/~guru/
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From chris at cs.brandeis.edu  Mon Jul 11 15:50:46 2005
From: chris at cs.brandeis.edu (Christopher Allison)
Date: Mon, 11 Jul 2005 15:50:46 -0400
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: <42D3032F.9080307@miet.ru>
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>	<42D07144.4000700@cyberpro.com.au>
	
	<42D3032F.9080307@miet.ru>
Message-ID: 


On Jul 11, 2005, at 7:39 PM, Ruslan U. Zakirov wrote:

> Main thing you HAVE TO do before you init your RT DB is set up password
> of the RT database user.

Snip-snip

> You can use ./configure arguments --with-db-rt-user and
> --with-db-rt-pass to setup it, then you don't need to change config
> file, because RT_Config.pm would be filled with your new values instead
> of the defaults.

Snip-snip

> Please, apply some changes to instalation guides. IMHO easiest way is
> configure script options.

Ruslan,

	Let me make sure I understand you. You're saying to do
		'make install'
		'./configure arguments --with-db-rt-user --with-db-rt-pass'
then
		'make initialize-database'

and then edit RT_SiteConfig.pm? Or are you suggesting a different  
sequence? While you can wait to edit RT_SiteConfig.pm with your method,  
don't you have to edit it eventually anyway? Does this save time, or  
simply put off a complex step? The RHEL4 install guide is located at:

	http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide

and you can edit it directly yourself if you like at:

	http://wiki.bestpractical.com/index.cgi?action=edit; 
page_name=RHEL4InstallGuide

Thanks for the input, hope I got your instructions down right,


-Chris Allison
--
Brandeis University CS Dept.
Systems Operations Guru
chris at cs.brandeis.edu
http://www.cs.brandeis.edu/~guru/



From chris at highlandclinic.com  Mon Jul 11 15:37:02 2005
From: chris at highlandclinic.com (Chris Benard)
Date: Mon, 11 Jul 2005 14:37:02 -0500
Subject: [rt-users] scripts no longer work after upgrade
Message-ID: <42D2CA5E.9070109@highlandclinic.com>

Hi everyone!  This is my first post to this list.

I just copied the rt home directory from an old RH7.3 server to a new 
RHEL4 server and it was running 3.0.6.  Here are the steps I took:
1) Copied directory over
2) Updated RT_SiteConfig.pm
3) Dumped the database on the old server
4) Ran make upgrade on new server from a 3.4.2 install directory
5) Ran make initialize-database on new server.
6) Deleted all the tables in the rt3 database
7) Imported all the data from the dump of the old server into the new 
server rt3 database
8) Ran the 3 commands listed in README on each directory in etc/upgrade 
for every version that is newer, which is all of them.

I was able to log in, search for tickets, make changes to tickets, and 
everything else normally.  All of my old tickets were there.  Then I 
noticed a problem.

When I submit a ticket via email, it submits fine and I get an 
autoreply, however if I try to reply to a ticket from within rt, the 
user never gets the email.  At first I thought this was a mail server 
configuration problem, but I looked at the /var/log/maillog as I tried 
to reply, and nothing was sent.  Also, my scrip for sending an email 
when the ticket is resolved also does not work.  It's as though RT isn't 
trying to send the email.  The new version of RT says that it records 
the outgoing mail to the user for the autoreply, but says no such thing 
for the replies or ticket resolutions.  I don't know if that behavior is 
normal or indicative of the problem I'm experiencing.

Nothing is written to rt.log.  Does anyone have an idea of what could be 
wrong?

Thanks in advance for any help you can provide.

Chris Benard
Highland Clinic, APMC
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3244 bytes
Desc: S/MIME Cryptographic Signature
URL: 

From paul at paulororke.net  Mon Jul 11 16:06:55 2005
From: paul at paulororke.net (Paul O'Rorke)
Date: Mon, 11 Jul 2005 13:06:55 -0700
Subject: [rt-users] HTTP::Server::Simple error
Message-ID: <42D2D15F.8060003@paulororke.net>

Hi,

I'm new to the world of perl and am trying to install RT.  I'm wondering 
if this is an appropriate forum for posting questions about installing 
RT on a FC3 box...  Perhaps a perl/CPAN forum would be more appropriate 
- please let me know.


I'm getting an error when installing dependencies, specifically 
HTTP::Server::Simple. 

    Upgrading this object to an HTTP::Server::Simple::CGI object
    # started server on 27543
    #     Failed test (t/04cgi.t at line 44)
    #                   'HTTP/1.0 200 OK
    # Content-Type: text/html
    # Content-Length: 21
    #
    # remote_host: nanmysql'
    #     doesn't match '(?-xism:remote_host: localhost)'
    #     Failed test (t/04cgi.t at line 44)
    #                   'HTTP/1.0 200 OK
    # Content-Type: text/html
    # Content-Length: 26
    #
    # url: http://nanmysql:13432'
    #     doesn't match '(?-xism:url:
    http://localhost(?:\.localdomain)?:13432)'
    #     Failed test (t/04cgi.t at line 44)
    #                   'HTTP/1.0 200 OK
    # Content-Type: text/html
    # Content-Length: 21
    #
    # server_name: nanmysql'
    #     doesn't match '(?-xism:server_name: localhost)'
    #     Failed test (t/04cgi.t at line 53)
    #                   'HTTP/1.0 200 OK
    # Content-Type: text/html
    # Content-Length: 21
    #
    # SERVER_NAME: nanmysql'
    #     doesn't match '(?-xism:SERVER_NAME: localhost)'
    #     Failed test (t/04cgi.t at line 53)
    #                   'HTTP/1.0 200 OK
    # Content-Type: text/html
    # Content-Length: 21
    #
    # REMOTE_HOST: nanmysql'
    #     doesn't match '(?-xism:REMOTE_HOST: localhost)'
    #     Failed test (t/04cgi.t at line 53)
    #                   'HTTP/1.0 200 OK
    # Content-Type: text/html
    # Content-Length: 34
    #
    # SERVER_URL: http://nanmysql:13432/'
    #     doesn't match '(?-xism:SERVER_URL:
    http://localhost(?:\.localdomain)?:13432/)'
    # Looks like you failed 6 tests of 22.
    Failed 1/5 test scripts, 80.00% okay. 6/44 subtests failed, 86.36% okay.
    make[1]: *** [test_dynamic] Error 2
    Warning: prerequisite HTTP::Server::Simple 0.04 not found.



The server in on a private network (192.168.2.0  DMZ) and the hostname 
is set to nanmysql.  I suspect the missmatching of ServerName/hostname 
to REMOTE_HOST needs to be addressed.  I wonder though which should be 
changed and how....

-- 
Paul O'Rorke

paul at paulororke.net



From Ruslan.Zakirov at miet.ru  Mon Jul 11 16:32:51 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 00:32:51 +0400
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: 
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>	<42D07144.4000700@cyberpro.com.au>
	
	<42D3032F.9080307@miet.ru>
	
Message-ID: <42D2D773.8020401@miet.ru>

Christopher Allison wrote:
> 
> On Jul 11, 2005, at 7:39 PM, Ruslan U. Zakirov wrote:
> 
>> Main thing you HAVE TO do before you init your RT DB is set up password
>> of the RT database user.
> 
> 
> Snip-snip
> 
>> You can use ./configure arguments --with-db-rt-user and
>> --with-db-rt-pass to setup it, then you don't need to change config
>> file, because RT_Config.pm would be filled with your new values instead
>> of the defaults.
> 
> 
> Snip-snip
> 
>> Please, apply some changes to instalation guides. IMHO easiest way is
>> configure script options.
> 
> 
> Ruslan,
> 
>     Let me make sure I understand you. You're saying to do
>         'make install'
>         './configure arguments --with-db-rt-user --with-db-rt-pass'
no-no. You should run configure script only once. Running it second time
after `make install` doesn't make sence because this script prepare
files for installation. This this should be something like:
	'./configure arguments --with-db-rt-user our_secret_rt_db_user
--with-db-rt-pass our_secret_rt_db_pass'
	'make install'
then
	'make initialize-database'

> then
>         'make initialize-database'
> 
Let's clarify that I talk only about how things work and want to NOTE
that you have to change default values of the $DatabaseUser and
$DatabasePassword before you run `make initialize-database`. That's why
RT suggest you change RT config just after `make install`. You can
change this options by adding additional arguments when running
configure script or setting this RT options before you run `make
initialize-database`.
So if you don't use '--with-db-rt-user our_secret_rt_db_user
--with-db-rt-pass our_secret_rt_db_pass' when run configure script then
you have to change your RT config just after `make install` in other
case you should run custom SQL queries to change credentials RT uses
when connect to the DB. But if you use described configure options you
can run `make initialize-database` before you change RT config file.

> and then edit RT_SiteConfig.pm? Or are you suggesting a different 
> sequence? While you can wait to edit RT_SiteConfig.pm with your method, 
For wiki InstallationGuide I suggest use configure options I described
and change RT config file after `make install` and before `make
initialize-database` to be compliant with what `make install` says.

> don't you have to edit it eventually anyway? Does this save time, or 
You almost always have to change RT config file options, because you
can't set all default values with configure script.

> simply put off a complex step? The RHEL4 install guide is located at:
This makes your installation more SECURE!!!

> 
>     http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
> 
> and you can edit it directly yourself if you like at:
Yeah, I do know that I can edit it :)

> 
>     http://wiki.bestpractical.com/index.cgi?action=edit;
> page_name=RHEL4InstallGuide
> 
> Thanks for the input, hope I got your instructions down right,
> 
> 
> -Chris Allison
> -- 
> Brandeis University CS Dept.
> Systems Operations Guru
> chris at cs.brandeis.edu
> http://www.cs.brandeis.edu/~guru/
> 



From Joseph_Micciche at Progressive.com  Mon Jul 11 16:46:12 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Mon, 11 Jul 2005 16:46:12 -0400
Subject: [rt-users] Missing dependency test in the RT3.2.3 download -
	Cache::Simple::TimedExpiry
In-Reply-To: <20050711175221.DB44D4D8154@diesel.bestpractical.com>
Message-ID: 

Just an FYI for archival purposes, if anyone downloads RT3.2.3 from Best
Practical, it is missing a dependency test. This package doesn't look for
Cache::Simple::TimedExpiry, which *is* a requirement for 3.2.3. I was
working through a test box setup on this version and during a look through
the rt-test-dependencies program noted Cache Simple TimedExpiry was
missing.

joe



From jesse at bestpractical.com  Mon Jul 11 17:04:23 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 11 Jul 2005 17:04:23 -0400
Subject: [rt-users] Missing dependency test in the RT3.2.3 download -
	Cache::Simple::TimedExpiry
In-Reply-To: 
References: <20050711175221.DB44D4D8154@diesel.bestpractical.com>
	
Message-ID: <20050711210423.GU11073@bestpractical.com>




On Mon, Jul 11, 2005 at 04:46:12PM -0400, Joseph_Micciche at Progressive.com wrote:
> Just an FYI for archival purposes, if anyone downloads RT3.2.3 from Best
> Practical, it is missing a dependency test. This package doesn't look for
> Cache::Simple::TimedExpiry, which *is* a requirement for 3.2.3. I was
> working through a test box setup on this version and during a look through
> the rt-test-dependencies program noted Cache Simple TimedExpiry was
> missing.

DBIx::SearchBuilder depends on Cache::Simple::TimedExpiry. It should be
pulling it in automatically.

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

-- 


From Ruslan.Zakirov at miet.ru  Mon Jul 11 17:16:10 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 01:16:10 +0400
Subject: [rt-users] Installation guides(was: mod_perl2 compatibility)
In-Reply-To: <42D2D773.8020401@miet.ru>
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>	<42D07144.4000700@cyberpro.com.au>		<42D3032F.9080307@miet.ru>	
	<42D2D773.8020401@miet.ru>
Message-ID: <42D2E19A.4060804@miet.ru>

Ruslan U. Zakirov wrote:
> Christopher Allison wrote:
> 
>>On Jul 11, 2005, at 7:39 PM, Ruslan U. Zakirov wrote:
>>
>>
>>>Main thing you HAVE TO do before you init your RT DB is set up password
>>>of the RT database user.
>>
>>
>>Snip-snip
>>
>>
>>>You can use ./configure arguments --with-db-rt-user and
>>>--with-db-rt-pass to setup it, then you don't need to change config
>>>file, because RT_Config.pm would be filled with your new values instead
>>>of the defaults.
>>
>>
>>Snip-snip
>>
>>
>>>Please, apply some changes to instalation guides. IMHO easiest way is
>>>configure script options.
After I think a little bit more about this I change my mind.
Easiest way and right thing to do is change RT_SiteConfig.pm just after
you done `make install` and set $DatabaseUser and $DatabasePassword in
it manually. This will save from accident password losses while RT
update/upgrade.

I've updated wiki page
http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide

Also you don't want to `cp RT_Config.pm RT_SiteConfig.pm` because if
some default values will change in new RT versions to more correct
values then you wouldn't get this changes while update/upgrade.

>>
>>
>>Ruslan,
>>
>>    Let me make sure I understand you. You're saying to do
>>        'make install'
>>        './configure arguments --with-db-rt-user --with-db-rt-pass'
> 
> no-no. You should run configure script only once. Running it second time
> after `make install` doesn't make sence because this script prepare
> files for installation. This this should be something like:
> 	'./configure arguments --with-db-rt-user our_secret_rt_db_user
> --with-db-rt-pass our_secret_rt_db_pass'
> 	'make install'
> then
> 	'make initialize-database'
> 
> 
>>then
>>        'make initialize-database'
>>
> 
> Let's clarify that I talk only about how things work and want to NOTE
> that you have to change default values of the $DatabaseUser and
> $DatabasePassword before you run `make initialize-database`. That's why
> RT suggest you change RT config just after `make install`. You can
> change this options by adding additional arguments when running
> configure script or setting this RT options before you run `make
> initialize-database`.
> So if you don't use '--with-db-rt-user our_secret_rt_db_user
> --with-db-rt-pass our_secret_rt_db_pass' when run configure script then
> you have to change your RT config just after `make install` in other
> case you should run custom SQL queries to change credentials RT uses
> when connect to the DB. But if you use described configure options you
> can run `make initialize-database` before you change RT config file.
> 
> 
>>and then edit RT_SiteConfig.pm? Or are you suggesting a different 
>>sequence? While you can wait to edit RT_SiteConfig.pm with your method, 
> 
> For wiki InstallationGuide I suggest use configure options I described
> and change RT config file after `make install` and before `make
> initialize-database` to be compliant with what `make install` says.
> 
> 
>>don't you have to edit it eventually anyway? Does this save time, or 
> 
> You almost always have to change RT config file options, because you
> can't set all default values with configure script.
> 
> 
>>simply put off a complex step? The RHEL4 install guide is located at:
> 
> This makes your installation more SECURE!!!
> 
> 
>>    http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
>>
>>and you can edit it directly yourself if you like at:
> 
> Yeah, I do know that I can edit it :)
> 
> 
>>    http://wiki.bestpractical.com/index.cgi?action=edit;
>>page_name=RHEL4InstallGuide
>>
>>Thanks for the input, hope I got your instructions down right,
>>
>>
>>-Chris Allison
>>-- 
>>Brandeis University CS Dept.
>>Systems Operations Guru
>>chris at cs.brandeis.edu
>>http://www.cs.brandeis.edu/~guru/
>>
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From chris_berry-list-rt-users at jm-associates.com  Mon Jul 11 18:17:05 2005
From: chris_berry-list-rt-users at jm-associates.com (Chris Berry)
Date: Mon, 11 Jul 2005 15:17:05 -0700
Subject: [rt-users] Perl Modules
Message-ID: <42D2EFE1.6050000@jm-associates.com>

I'm installing RT on Mandrake 10.1 Official, with Apache2, FastCGI, and 
PostgreSQL 7.4.5.  I'm going to be installing the necessary perl modules 
using urpmi, Mandrake's package manager.  I trawled through the 
dependency checker, and it looks like this is what I need:

HTML::TreeBuilder
HTML::FormatText
Getopt::Long
LWP::UserAgent
Getopt::Long 2.24
Regexp::Common
Test::Inline
Apache::Test
HTML::Form
HTML::TokeParser
WWW::Mechanize
Test::WWW::Mechanize
Module::Refresh 0.03
CGI 2.92
FCGI
CGI::Fast
DBD::Pg 1.41

Can someone confirm that?

-- 
Chris Berry
chris_berry at jm-associates.com
Information Advisory Manager
JM Associates

"There is nothing so useless as doing efficiently that which should not 
be done at all." --Peter Drucker


From Ruslan.Zakirov at miet.ru  Mon Jul 11 18:44:52 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 02:44:52 +0400
Subject: [rt-users] Perl Modules
In-Reply-To: <42D2EFE1.6050000@jm-associates.com>
References: <42D2EFE1.6050000@jm-associates.com>
Message-ID: <42D2F664.2020202@miet.ru>

Chris Berry wrote:
> I'm installing RT on Mandrake 10.1 Official, with Apache2, FastCGI, and
> PostgreSQL 7.4.5.  I'm going to be installing the necessary perl modules
> using urpmi, Mandrake's package manager.  I trawled through the
> dependency checker, and it looks like this is what I need:
> 
> HTML::TreeBuilder
> HTML::FormatText
> Getopt::Long
> LWP::UserAgent
> Getopt::Long 2.24
> Regexp::Common
> Test::Inline
> Apache::Test
> HTML::Form
> HTML::TokeParser
> WWW::Mechanize
> Test::WWW::Mechanize
> Module::Refresh 0.03
> CGI 2.92
> FCGI
> CGI::Fast
> DBD::Pg 1.41
> 
> Can someone confirm that?
No.
use rt-test-dependencies script to check what modules you need.


From pdh at bestpractical.com  Mon Jul 11 20:42:48 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 12 Jul 2005 10:42:48 +1000
Subject: [rt-users] Problem with mason handler
In-Reply-To: 
References: 
Message-ID: <20050712004248.GA16529@bestpractical.com>

Hilde T Lauvset Rafaelsen wrote:
> Last week we upgrader RT from 3.0.30 to 3.4. We thought all went well,
> but today we get som errors in the httpd error_log.

3.0.30? Really? :-)

> [Fri Jul 08 13:07:14 2005] [error] [client 129.242.6.229] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized
> value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line
> 228., referer: http://rt.orakel.uit.no/

Looks like you're using a unsupported, known buggy version of perl.
Did you check dependencies before upgrading?
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Mon Jul 11 21:02:59 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 12 Jul 2005 11:02:59 +1000
Subject: [rt-users] Problems w/ Install on Debian
In-Reply-To: <1120747735.27361.13.camel@localhost.localdomain>
References: <1120747735.27361.13.camel@localhost.localdomain>
Message-ID: <20050712010259.GB16529@bestpractical.com>

Jonathan Jesse wrote:
> 2.  When I click on Tickets I receive the error: "The requested
> URL /rt/Search/Listing.html was not found on this server."

There is no Search/Listing.html in 3.4. It sounds like you have
some residue from an older RT version hanging around.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Mon Jul 11 21:16:17 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 12 Jul 2005 11:16:17 +1000
Subject: [rt-users] HTTP::Server::Simple error
In-Reply-To: <42D2D15F.8060003@paulororke.net>
References: <42D2D15F.8060003@paulororke.net>
Message-ID: <20050712011617.GC16529@bestpractical.com>

Paul O'Rorke wrote:
> The server in on a private network (192.168.2.0  DMZ) and the hostname 
> is set to nanmysql.  I suspect the missmatching of ServerName/hostname 
> to REMOTE_HOST needs to be addressed.  I wonder though which should be 
> changed and how....

Sounds like a bug in your /etc/hosts file. Apparently some
vendors seem to think it's a good idea to return something
other than "localhost" when asked about 127.0.0.1....

(and yes. HTTP::Server::Simple really should be able to cope
with that.)
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From webber.han at infopower.com.tw  Mon Jul 11 21:39:00 2005
From: webber.han at infopower.com.tw (webber.han)
Date: Tue, 12 Jul 2005 09:39:00 +0800
Subject: [rt-users] how to send mail with specific id/password
Message-ID: 

Hi:

I install rt in windows xp by rt-3.0.12.exe.
I found RT seem to send mail with current user's id/password
Because my smtp server need id/password to send mail.
If I log in RT with the id/password of smtp server(windows domain),
everything is fine.
But if I use the account that doesn't exist in windows domain, the mail will
fail to send.
So I want to know how to send mail with specific id/password.

Please help if you can.
Thanks in advance,

Webber Han




From chris_berry-list-rt-users at jm-associates.com  Mon Jul 11 22:46:16 2005
From: chris_berry-list-rt-users at jm-associates.com (Chris Berry)
Date: Mon, 11 Jul 2005 19:46:16 -0700
Subject: [rt-users] Perl Module Problems
Message-ID: <42D32EF8.3070500@jm-associates.com>

Ok, trying to get all the dependancies resolved using Mandrake packages 
turned out to be too complicated, so I'm doing it the CPAN way 
recommended in the docs.  I'm having some trouble getting them all to 
install.  I finally figured out how to fix quite a bit of it by doing 
the following manually:

urpmi perl-devl
perl -MCPAN -e 'install Test::Pod'
perl -MCPAN -e 'install Test::Pod::Coverage'

but I'm still stuck on the following items:

Apache::Session 1.53...MISSING
   t/99dbfile.........dubious
         Test returned status 2 (wstat 512, 0x200)
   t/99dbfilestore....dubious
         Test returned status 2 (wstat 512, 0x200)
   t/99flex...........skipped
         all skipped: no reason given
   t/99postgres.......skipped
         all skipped: no reason given

XML::RSS ...MISSING
   Seems to be complaining about expat.h being missing

HTTP::Server::Simple 0.07...MISSING
   t/04cgi............dubious
         Test returned status 6 (wstat 1536, 0x600)
   DIED. FAILED tests 5, 7, 10-11, 18, 20

HTTP::Server::Simple::Mason 0.03...MISSING
   Can't install without HTTP::Server::Simple

DBD::Pg 1.41...MISSING
   Can't seem to find pg_config

Apache::Test ...MISSING
   [warning] result:
   [  error] You are running the test suite under user 'root'.
   Apache cannot spawn child processes as 'root', therefore
   we attempt to run the test suite with user 'nobody' (65534:65534).
   The problem is that the path (including all parent directories):
   /root/.cpan/build/Apache-Test-1.25/t
   must be 'rwx' by user 'nobody', so Apache can read and write under
   that path.

   looks like it's got the right permissions to me:
   drwxr-xr-x   6 nobody nogroup  4096 Jul 11 12:47 t/

Test::WWW::Mechanize ...MISSING
   Can't install without HTTP::Server:Simple

A few helpful hints would be nice if someone else has run into these 
problems before.

-- 
Chris Berry
chris_berry at jm-associates.com
Information Advisory Manager
JM Associates

"There is nothing so useless as doing efficiently that which should not 
be done at all." --Peter Drucker


From chris_berry-list-rt-users at jm-associates.com  Mon Jul 11 22:49:44 2005
From: chris_berry-list-rt-users at jm-associates.com (Chris Berry)
Date: Mon, 11 Jul 2005 19:49:44 -0700
Subject: [rt-users] Perl Modules
In-Reply-To: <42D2F664.2020202@miet.ru>
References: <42D2EFE1.6050000@jm-associates.com> <42D2F664.2020202@miet.ru>
Message-ID: <42D32FC8.2050808@jm-associates.com>

Turned out that trying to install them using the package manager was too 
complicated.  I'm now doing it the CPAN way recommended in the docs, see 
my other post.

Chris Berry
chris_berry at jm-associates.com
Information Advisory Manager
JM Associates

"There is nothing so useless as doing efficiently that which should not 
be done at all." --Peter Drucker


Ruslan U. Zakirov wrote:
> Chris Berry wrote:
> 
>>I'm installing RT on Mandrake 10.1 Official, with Apache2, FastCGI, and
>>PostgreSQL 7.4.5.  I'm going to be installing the necessary perl modules
>>using urpmi, Mandrake's package manager.  I trawled through the
>>dependency checker, and it looks like this is what I need:
>>
>>HTML::TreeBuilder
>>HTML::FormatText
>>Getopt::Long
>>LWP::UserAgent
>>Getopt::Long 2.24
>>Regexp::Common
>>Test::Inline
>>Apache::Test
>>HTML::Form
>>HTML::TokeParser
>>WWW::Mechanize
>>Test::WWW::Mechanize
>>Module::Refresh 0.03
>>CGI 2.92
>>FCGI
>>CGI::Fast
>>DBD::Pg 1.41
>>
>>Can someone confirm that?
> 
> No.
> use rt-test-dependencies script to check what modules you need.


From webber.han at infopower.com.tw  Mon Jul 11 23:14:41 2005
From: webber.han at infopower.com.tw (webber.han)
Date: Tue, 12 Jul 2005 11:14:41 +0800
Subject: [rt-users] how to send mail with specific id/password
Message-ID: 

Hi:

I install rt in windows xp by rt-3.0.12.exe.
I found RT seem to send mail with current user's id/password
Because my smtp server need id/password to send mail.
If I log in RT with the id/password of smtp server(windows domain),
everything is fine.
But if I use the account that doesn't exist in windows domain, the mail will
fail to send.
So I want to know how to send mail with specific id/password.

Please help if you can.
Thanks in advance,

Webber Han




From trick at adonis.net  Mon Jul 11 23:37:09 2005
From: trick at adonis.net (Patrick Morris)
Date: Mon, 11 Jul 2005 20:37:09 -0700
Subject: [rt-users] how to send mail with specific id/password
In-Reply-To: 
References: 
Message-ID: <42D33AE5.1080801@adonis.net>

That'll be in the docs of whatever you're using to send mail from your 
RT box.  It's not something you can do with RT -- it's an MTA problem.

webber.han wrote:

>Hi:
>
>I install rt in windows xp by rt-3.0.12.exe.
>I found RT seem to send mail with current user's id/password
>Because my smtp server need id/password to send mail.
>If I log in RT with the id/password of smtp server(windows domain),
>everything is fine.
>But if I use the account that doesn't exist in windows domain, the mail will
>fail to send.
>So I want to know how to send mail with specific id/password.
>
>Please help if you can.
>Thanks in advance,
>
>Webber Han
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>  
>




From mengland at mengland.net  Mon Jul 11 23:39:05 2005
From: mengland at mengland.net (Matt England)
Date: Mon, 11 Jul 2005 22:39:05 -0500
Subject: [rt-users] New-user self-registration page?
In-Reply-To: <6.1.2.0.2.20050711073644.05065108@127.0.0.1>
References: <6.1.2.0.2.20050711073644.05065108@127.0.0.1>
Message-ID: <6.1.2.0.2.20050711223802.075d9458@127.0.0.1>

Given no response on this topic, am I to assume that these are the best 
directions to create a self-registration page for a new user?

http://gossamer-threads.com/lists/rt/users/16898

-Matt


At 7/11/2005 07:40 AM, Matt England wrote:
>Hello,
>
>Does RT 3.4.x provide a means to allow new users to register 
>themselves?  I have yet to see it, would be happy to enable some 
>configuration setting, etc.
>
>I see this thread:
>
>http://gossamer-threads.com/lists/rt/users/16898
>
>Is it still pertinent?  Is the implementation valid and appropriate for my 
>RT 3.4.2 server?



From shin.imai at etimestech.jp  Tue Jul 12 00:09:27 2005
From: shin.imai at etimestech.jp (Shin Imai)
Date: Tue, 12 Jul 2005 13:09:27 +0900
Subject: [rt-users] Can't send an email from RT.
In-Reply-To: <42D29CF6.3000105@u.washington.edu>
References: <20050711170128.D59A.SHIN.IMAI@etimestech.jp>
	<42D29CF6.3000105@u.washington.edu>
Message-ID: <20050712130624.6EDB.SHIN.IMAI@etimestech.jp>

Thank you for your advice.

I set the option 1 and it sends mail to TO: when I reply a ticket. 
But it won't still send an email to CC: when I create a ticket. It sends
to TO: and BCC: fine.

Shin
-- 
Shin Imai 



From webber.han at infopower.com.tw  Tue Jul 12 02:10:19 2005
From: webber.han at infopower.com.tw (webber.han)
Date: Tue, 12 Jul 2005 14:10:19 +0800
Subject: [rt-users] Corresponding Drop Down Menu
Message-ID: 

Hi
My category of product has two levels - main category and sub category.
Sample data show as follow:
Main Category		Sub Category
--------------------       	------------------------
drink				juice
drink				soda pop
drink				water
food				fruit
food				cake
food				candy

I have two drop down menus for main category and sub category.
If main category choices "drink", sub category only can show juice, soda
pop, and water.
Is it possible?
Please help if you can.
Thanks in advance,

Webber Han 




From jesse at bestpractical.com  Tue Jul 12 02:11:48 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Tue, 12 Jul 2005 02:11:48 -0400
Subject: [rt-users] Corresponding Drop Down Menu
In-Reply-To: 
References: 
Message-ID: <20050712061148.GX11073@bestpractical.com>




On Tue, Jul 12, 2005 at 02:10:19PM +0800, webber.han wrote:
> I have two drop down menus for main category and sub category.
> If main category choices "drink", sub category only can show juice, soda
> pop, and water.
> Is it possible?

"Tiered" fields like this will be in the next major release of RT. 

> Please help if you can.
> Thanks in advance,
> 
> Webber Han 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 

-- 


From pdh at bestpractical.com  Tue Jul 12 02:29:55 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 12 Jul 2005 16:29:55 +1000
Subject: [rt-users] Perl Module Problems
In-Reply-To: <42D32EF8.3070500@jm-associates.com>
References: <42D32EF8.3070500@jm-associates.com>
Message-ID: <20050712062955.GA10768@bestpractical.com>

Chris Berry wrote:
> HTTP::Server::Simple 0.07...MISSING
>   t/04cgi............dubious
>         Test returned status 6 (wstat 1536, 0x600)
>   DIED. FAILED tests 5, 7, 10-11, 18, 20

Chris,

Not sure about the others, but I suspect this one might be
answered by my reply to Paul O'Rourke earlier today.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From support at cyberpro.com.au  Tue Jul 12 03:19:50 2005
From: support at cyberpro.com.au (Ian Ward)
Date: Tue, 12 Jul 2005 17:19:50 +1000
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: <42D2F9FF.7010000@miet.ru>
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>
	<42D07144.4000700@cyberpro.com.au> <42D2F9FF.7010000@miet.ru>
Message-ID: <42D36F16.4050809@cyberpro.com.au>

Ruslan U. Zakirov wrote:

>Ian Ward wrote:
>  
>
>>We have been running rt ( differing version ) with mod_perl2 now for
>>nearly 3 years.
>>    
>>
>Please, clarify what exactly mod_perl version is!!! You can't run MP2
>for years, because MP2 is available only for month or two.
>You can run development version 1.99_XX that is DEVELOPMENT branch.
>
>If you use MP1.99_XX or MP2.X then you are in situation: "I know what
>I'm doing! I subscribed to the mod_perl mailing list and follow all
>major changes. And if something goes wrong while perl/mod_perl update I
>know where to go and this is not RT mailing list."
>
>  
>
>>Never had a problem, however it is slow.
>>    
>>
>Last versions of the MP2.X and 1.99_XX as fast as latest FastCGI versions.
>MP1 is slower then FCGI by ~10% this was tested for simple operations
>like browsing HomePage with ab tool in RT 3.0.X.
>
>  
>
OK, I'm sorry I used such a sweeping statement.  After I sent it I 
thought maybe it wasn't the best thing to say as it just adds to the 
confusion.

We started using RT around 2.0.X on RedHat 7.X which of course was 
mod_perl1 and apache 1.3.X

RedHat 9 came out and we installed that and battled with the mod_perl 
known as mod_perl2 but was really mod_perl_1.99 ( I think, hey it was a 
long time ago! )

Since then gone to 3.0.11 on RedHat ES3 ( which ended up a dead end  as 
well )
RedHat seem to refuse to update the Perl in their distributions which 
eventually blocks your progress with RT
We could not get RT past 3.0.12 ( I seem to recall )
Then went on to Fedora Core2 , RT 3.2.2 with mod_perl2 ( errr 1.99 ) and 
custom built Mysql 4

So here I am at Fedora Core 4  , Our RT broke, ( and I am no mod_perl 
expert ) so, based on advise here (backed up with your statement ) I 
have decided to go with FastCGI using the RedHat ES4 howto as a basis.

It is now working except that the RT instance runs under /rt instead of 
the root of the server.
I'd like to get it finished off and I will document it but I am not that 
good with Apache directives either!
( I am good at somethings, dammed if I can remember though )

regards, Ian




From Ruslan.Zakirov at miet.ru  Tue Jul 12 03:56:41 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 11:56:41 +0400
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: <42D36F16.4050809@cyberpro.com.au>
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>
	<42D07144.4000700@cyberpro.com.au> <42D2F9FF.7010000@miet.ru>
	<42D36F16.4050809@cyberpro.com.au>
Message-ID: <42D377B9.1050207@miet.ru>

Ian Ward wrote:
> Ruslan U. Zakirov wrote:
> 
>> Ian Ward wrote:
>>  
>>
>>> We have been running rt ( differing version ) with mod_perl2 now for
>>> nearly 3 years.
>>>   
>>
>> Please, clarify what exactly mod_perl version is!!! You can't run MP2
>> for years, because MP2 is available only for month or two.
>> You can run development version 1.99_XX that is DEVELOPMENT branch.
>>
>> If you use MP1.99_XX or MP2.X then you are in situation: "I know what
>> I'm doing! I subscribed to the mod_perl mailing list and follow all
>> major changes. And if something goes wrong while perl/mod_perl update I
>> know where to go and this is not RT mailing list."
>>
>>  
>>
>>> Never had a problem, however it is slow.
>>>   
>>
>> Last versions of the MP2.X and 1.99_XX as fast as latest FastCGI
>> versions.
>> MP1 is slower then FCGI by ~10% this was tested for simple operations
>> like browsing HomePage with ab tool in RT 3.0.X.
>>
>>  
>>
> OK, I'm sorry I used such a sweeping statement.  After I sent it I
> thought maybe it wasn't the best thing to say as it just adds to the
> confusion.
> 
> We started using RT around 2.0.X on RedHat 7.X which of course was
> mod_perl1 and apache 1.3.X
> 
> RedHat 9 came out and we installed that and battled with the mod_perl
> known as mod_perl2 but was really mod_perl_1.99 ( I think, hey it was a
> long time ago! )
> 
> Since then gone to 3.0.11 on RedHat ES3 ( which ended up a dead end  as
> well )
> RedHat seem to refuse to update the Perl in their distributions which
> eventually blocks your progress with RT
> We could not get RT past 3.0.12 ( I seem to recall )
> Then went on to Fedora Core2 , RT 3.2.2 with mod_perl2 ( errr 1.99 ) and
> custom built Mysql 4
> 
> So here I am at Fedora Core 4  , Our RT broke, ( and I am no mod_perl
> expert ) so, based on advise here (backed up with your statement ) I
> have decided to go with FastCGI using the RedHat ES4 howto as a basis.
> 
> It is now working except that the RT instance runs under /rt instead of
> the root of the server.
> I'd like to get it finished off and I will document it but I am not that
> good with Apache directives either!
> ( I am good at somethings, dammed if I can remember though )
http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide
AFAICS you just need to change ScriptAlias in httpd.conf and set $Web*
config options to get of /rt.
May be script alias line should look like:
ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/

> 
> regards, Ian
> 
> 



From Ruslan.Zakirov at miet.ru  Tue Jul 12 04:10:07 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 12:10:07 +0400
Subject: [rt-users] Perl Module Problems
In-Reply-To: <42D32EF8.3070500@jm-associates.com>
References: <42D32EF8.3070500@jm-associates.com>
Message-ID: <42D37ADF.7060704@miet.ru>

Chris Berry wrote:
> Ok, trying to get all the dependancies resolved using Mandrake packages
> turned out to be too complicated, so I'm doing it the CPAN way
> recommended in the docs.  I'm having some trouble getting them all to
> install.  I finally figured out how to fix quite a bit of it by doing
> the following manually:
> 
> urpmi perl-devl
> perl -MCPAN -e 'install Test::Pod'
> perl -MCPAN -e 'install Test::Pod::Coverage'
> 
> but I'm still stuck on the following items:
> 
> Apache::Session 1.53...MISSING
>   t/99dbfile.........dubious
>         Test returned status 2 (wstat 512, 0x200)
>   t/99dbfilestore....dubious
>         Test returned status 2 (wstat 512, 0x200)
>   t/99flex...........skipped
>         all skipped: no reason given
>   t/99postgres.......skipped
>         all skipped: no reason given
You can ignore this errors and force installation unless your DB backend
is postgresql.

> 
> XML::RSS ...MISSING
>   Seems to be complaining about expat.h being missing
I think this module uses libexpat, even if you have this lib you should
also have devel rpm installed.

> 
> HTTP::Server::Simple 0.07...MISSING
>   t/04cgi............dubious
>         Test returned status 6 (wstat 1536, 0x600)
>   DIED. FAILED tests 5, 7, 10-11, 18, 20
> 
> HTTP::Server::Simple::Mason 0.03...MISSING
>   Can't install without HTTP::Server::Simple
> 
> DBD::Pg 1.41...MISSING
>   Can't seem to find pg_config
Looks like you are going to use Pg. Install pg-devel(I don't know
correct name of the package you need), I think pg_config is there.
After you will install DBD::Pg try again Apache::Session to be sure that
tests success.

> 
> Apache::Test ...MISSING
>   [warning] result:
>   [  error] You are running the test suite under user 'root'.
>   Apache cannot spawn child processes as 'root', therefore
>   we attempt to run the test suite with user 'nobody' (65534:65534).
>   The problem is that the path (including all parent directories):
>   /root/.cpan/build/Apache-Test-1.25/t
>   must be 'rwx' by user 'nobody', so Apache can read and write under
>   that path.
Download tarball from CPAN, run 'perl Makefiel.PL && make && make test'
as non root user, 'make install' as root. You may be need to specify
APXS utility path, see README shipped with tarball.

> 
>   looks like it's got the right permissions to me:
>   drwxr-xr-x   6 nobody nogroup  4096 Jul 11 12:47 t/
> 
> Test::WWW::Mechanize ...MISSING
>   Can't install without HTTP::Server:Simple
> 
> A few helpful hints would be nice if someone else has run into these
> problems before.
> 



From Ruslan.Zakirov at miet.ru  Tue Jul 12 04:34:58 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 12:34:58 +0400
Subject: [rt-users] Can't send an email from RT.
In-Reply-To: <20050712130624.6EDB.SHIN.IMAI@etimestech.jp>
References: <20050711170128.D59A.SHIN.IMAI@etimestech.jp>	<42D29CF6.3000105@u.washington.edu>
	<20050712130624.6EDB.SHIN.IMAI@etimestech.jp>
Message-ID: <42D380B2.9020008@miet.ru>

Shin Imai wrote:
> Thank you for your advice.
> 
> I set the option 1 and it sends mail to TO: when I reply a ticket. 
> But it won't still send an email to CC: when I create a ticket. It sends
> to TO: and BCC: fine.
Please, read all descriptions of the configurable options in RT_Config.pm.
There is something like $ParserMailForTicketCCs option.
And also you should have a scrip that notify Ccs on create.

> 
> Shin



From Ruslan.Zakirov at miet.ru  Tue Jul 12 04:39:20 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 12:39:20 +0400
Subject: [rt-users] New-user self-registration page?
In-Reply-To: <6.1.2.0.2.20050711223802.075d9458@127.0.0.1>
References: <6.1.2.0.2.20050711073644.05065108@127.0.0.1>
	<6.1.2.0.2.20050711223802.075d9458@127.0.0.1>
Message-ID: <42D381B8.3010901@miet.ru>

Matt England wrote:
> Given no response on this topic, am I to assume that these are the best
> directions to create a self-registration page for a new user?
It's only implementation I see on the list. Look on the wiki, may be
there something else or may be there is this implementation, but with
more comments. Anyway try it if you need this functionality and don't
forget to report back on errors or success.

> 
> http://gossamer-threads.com/lists/rt/users/16898
> 
> -Matt
> 
> 
> At 7/11/2005 07:40 AM, Matt England wrote:
> 
>> Hello,
>>
>> Does RT 3.4.x provide a means to allow new users to register
>> themselves?  I have yet to see it, would be happy to enable some
>> configuration setting, etc.
>>
>> I see this thread:
>>
>> http://gossamer-threads.com/lists/rt/users/16898
>>
>> Is it still pertinent?  Is the implementation valid and appropriate
>> for my RT 3.4.2 server?
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From mengland at mengland.net  Tue Jul 12 08:01:51 2005
From: mengland at mengland.net (Matt England)
Date: Tue, 12 Jul 2005 07:01:51 -0500
Subject: [rt-users] Changing queue name: what's the consequences?
Message-ID: <6.1.2.0.2.20050712065658.075cadc0@127.0.0.1>

What are the consequences of changing a queue name?

ie:

* What other things do I need to change to make things work?
* Do any pre-existing URLs break?
* Will pre-existing saved searches with that queue name break?
* etc?

I see I need to change the "|/usr/local/rt3/bin/rt-mailgate --queue" in my 
.forward/.qmail files.  There may be some human confusion along with this 
when the email address associated with a queue no longer matches the queue 
name (if one had that set up in the first place).

Anything else?

I see other references in the email list archive on this, but they seem to 
be ancient.

-Matt



From mengland at mengland.net  Tue Jul 12 08:03:19 2005
From: mengland at mengland.net (Matt England)
Date: Tue, 12 Jul 2005 07:03:19 -0500
Subject: [rt-users] What lookup references/archives exist for RT?
Message-ID: <6.1.2.0.2.20050712070154.076bd968@127.0.0.1>

What lookup references/archives exist for RT?

I see the gossamer list archives and the wiki (links below).

http://gossamer-threads.com/lists/rt/
http://wiki.bestpractical.com

Anything else?

Would RT/RTFM ever be used in the future to track questions and create FAQs 
for RT support?

-Matt



From Ruslan.Zakirov at miet.ru  Tue Jul 12 08:28:01 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 16:28:01 +0400
Subject: [rt-users] Changing queue name: what's the consequences?
In-Reply-To: <6.1.2.0.2.20050712065658.075cadc0@127.0.0.1>
References: <6.1.2.0.2.20050712065658.075cadc0@127.0.0.1>
Message-ID: <42D3B751.5070107@miet.ru>

Matt England wrote:
> What are the consequences of changing a queue name?
> 
> ie:
> 
> * What other things do I need to change to make things work?
> * Do any pre-existing URLs break?
> * Will pre-existing saved searches with that queue name break?
> * etc?
> 
> I see I need to change the "|/usr/local/rt3/bin/rt-mailgate --queue" in
> my .forward/.qmail files.  There may be some human confusion along with
> this when the email address associated with a queue no longer matches
> the queue name (if one had that set up in the first place).
You only have to change places where you use queue name direct instead
of id. For example in scrips. RT Core code uses IDs so name changing is
transparent.

You can leave old alias for some time(with new queue name as argument)
and add another one, then hide old email address from all public
resources. After some sane time you can drop old alias.

> 
> Anything else?
> 
> I see other references in the email list archive on this, but they seem
> to be ancient.
> 
> -Matt
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From mengland at mengland.net  Tue Jul 12 08:34:00 2005
From: mengland at mengland.net (Matt England)
Date: Tue, 12 Jul 2005 07:34:00 -0500
Subject: [rt-users] Changing queue name: what's the consequences?
In-Reply-To: <42D3B751.5070107@miet.ru>
References: <6.1.2.0.2.20050712065658.075cadc0@127.0.0.1>
	<42D3B751.5070107@miet.ru>
Message-ID: <6.1.2.0.2.20050712072921.077b54d8@127.0.0.1>


>You only have to change places where you use queue name direct instead
>of id. For example in scrips. RT Core code uses IDs so name changing is
>transparent.

I'm trying to build a comprehensive list of these "places."  Here's a start:

Scrips
.forward/.qmail files
SavedSearches (? pending question)
URLs (? pending question)

Anything else?

Also: can I substitute the internal queue IDs (for queue names) in any of 
these places so these things/places can be more flexible?


>You can leave old alias for some time(with new queue name as argument)
>and add another one, then hide old email address from all public
>resources. After some sane time you can drop old alias.

Thanks for the tip.  The email management side is the easy part for me; I'm 
familiar with email-system-management, aliasing old email addrs, etc.  I'm 
new to RT, so I'm trying to figure out all the associated RT management 
logistics.

-Matt



At 7/12/2005 07:28 AM, Ruslan U. Zakirov wrote:
>Matt England wrote:
> > What are the consequences of changing a queue name?
> >
> > ie:
> >
> > * What other things do I need to change to make things work?
> > * Do any pre-existing URLs break?
> > * Will pre-existing saved searches with that queue name break?
> > * etc?
> >
> > I see I need to change the "|/usr/local/rt3/bin/rt-mailgate --queue" in
> > my .forward/.qmail files.  There may be some human confusion along with
> > this when the email address associated with a queue no longer matches
> > the queue name (if one had that set up in the first place).
>You only have to change places where you use queue name direct instead
>of id. For example in scrips. RT Core code uses IDs so name changing is
>transparent.
>
>You can leave old alias for some time(with new queue name as argument)
>and add another one, then hide old email address from all public
>resources. After some sane time you can drop old alias.
>
> >
> > Anything else?
> >
> > I see other references in the email list archive on this, but they seem
> > to be ancient.
> >
> > -Matt
> >
> > _______________________________________________
> > 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 Joseph_Micciche at Progressive.com  Tue Jul 12 08:57:16 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 12 Jul 2005 08:57:16 -0400
Subject: [rt-users] Missing dependency test in the RT3.2.3 download -
	Cache::Simple::TimedExpiry
In-Reply-To: <20050711210423.GU11073@bestpractical.com>
Message-ID: 

Jesse Vincent  wrote on 07/11/2005 05:04:23 PM:

> DBIx::SearchBuilder depends on Cache::Simple::TimedExpiry. It should be
> pulling it in automatically.

In the real world, yes. But when you're behind a firewall, not allowed to
ftp, and have to pull the Perl modules down via browser one at a time, one
needs to make sure to get all dependencies. :-)

(DBI::SB built fine w/o this module too.)

joe



From glasser at bestpractical.com  Tue Jul 12 09:23:13 2005
From: glasser at bestpractical.com (David Glasser)
Date: Tue, 12 Jul 2005 10:23:13 -0300
Subject: [rt-users] Missing dependency test in the RT3.2.3 download -
	Cache::Simple::TimedExpiry
In-Reply-To: 
References: 
Message-ID: 

On Jul 12, 2005, at 9:57 AM, Joseph_Micciche at Progressive.com wrote:

> In the real world, yes. But when you're behind a firewall, not  
> allowed to
> ftp, and have to pull the Perl modules down via browser one at a  
> time, one
> needs to make sure to get all dependencies. :-)

You can always set your CPAN preferences to use an HTTP-based mirror,  
if that will work from you...

(In addition, you can use something like CPAN::Mini to create a local  
CPAN mirror.  Then future module installations are a snap.)

--dave
   Code Monkey, Best Practical Solutions
-- 
David Glasser | glasser at bestpractical.com



From chris at highlandclinic.com  Tue Jul 12 09:25:42 2005
From: chris at highlandclinic.com (Chris Benard)
Date: Tue, 12 Jul 2005 08:25:42 -0500
Subject: [rt-users] rt won't send email from replies
Message-ID: <42D3C4D6.7020401@highlandclinic.com>

I sent a rather lengthy problem report before, so I figured I'd send 
another for the sake of brevity.

I upgraded rt from 3.0.6 to 3.4.2, and autoreplies for ticket creation 
are sent fine.  If a user replies to that auto-reply, it does append to 
the ticket.

However, if you reply inside the ticket, no response is sent to the 
user.  It says this below the text entry area:
This message will be sent to...
(Check boxes to disable notifications to the listed recipients)
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

There are no checkboxes, though.  This has me in a pickle right now, 
since I can't update users on the status of their tickets, except 
manually via email and then the reply doesn't go to the ticket and so on.

Thanks,
Chris Benard
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3244 bytes
Desc: S/MIME Cryptographic Signature
URL: 

From les at futuresource.com  Tue Jul 12 09:27:58 2005
From: les at futuresource.com (Les Mikesell)
Date: Tue, 12 Jul 2005 08:27:58 -0500
Subject: [rt-users] mod_perl2 compatibility
In-Reply-To: <42D36F16.4050809@cyberpro.com.au>
References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com>
	<42D07144.4000700@cyberpro.com.au> <42D2F9FF.7010000@miet.ru>
	<42D36F16.4050809@cyberpro.com.au>
Message-ID: <1121174877.4878.5.camel@les-home.futuresource.com>

On Tue, 2005-07-12 at 02:19, Ian Ward wrote:

> RedHat seem to refuse to update the Perl in their distributions which 
> eventually blocks your progress with RT

In general, RH doesn't change the version numbers on apps within their
own distributions, but they back in some of the updates.

> So here I am at Fedora Core 4  , Our RT broke, ( and I am no mod_perl 
> expert ) so, based on advise here (backed up with your statement ) I 
> have decided to go with FastCGI using the RedHat ES4 howto as a basis.

You might like Centos4.x which should be a closer match for RHEL4 but
free: http://www.centos.org/.

-- 
  Les Mikesell
   les at futuresource.com




From Ruslan.Zakirov at miet.ru  Tue Jul 12 09:16:50 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 17:16:50 +0400
Subject: [rt-users] Missing dependency test in the RT3.2.3 download -
	Cache::Simple::TimedExpiry
In-Reply-To: 
References: 
Message-ID: <42D3C2C2.3050502@miet.ru>

Joseph_Micciche at Progressive.com wrote:
> Jesse Vincent  wrote on 07/11/2005 05:04:23 PM:
> 
> 
>>DBIx::SearchBuilder depends on Cache::Simple::TimedExpiry. It should be
>>pulling it in automatically.
> 
> 
> In the real world, yes. But when you're behind a firewall, not allowed to
> ftp, and have to pull the Perl modules down via browser one at a time, one
> needs to make sure to get all dependencies. :-)
HTTP_PROXY/FTP_PROXY environment variables?


> 
> (DBI::SB built fine w/o this module too.)
`perl Makefile.PL` should report that you don't have some prerequisites.

There is no tests for cacheable records.

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



From juan.mas at gmail.com  Tue Jul 12 10:45:43 2005
From: juan.mas at gmail.com (Juan Mas)
Date: Tue, 12 Jul 2005 10:45:43 -0400
Subject: [rt-users] rt won't send email from replies
In-Reply-To: <42D3C4D6.7020401@highlandclinic.com>
References: <42D3C4D6.7020401@highlandclinic.com>
Message-ID: <7d73da05071207453c794902@mail.gmail.com>

What do the mail and/or apache logs say?  Does the user get a bounce
back at any time if they respond to the ticket?  Can you send mail to
someone from the box from outside RT and vice versa?

-Juan

On 7/12/05, Chris Benard  wrote:
> I sent a rather lengthy problem report before, so I figured I'd send
> another for the sake of brevity.
> 
> I upgraded rt from 3.0.6 to 3.4.2, and autoreplies for ticket creation
> are sent fine.  If a user replies to that auto-reply, it does append to
> the ticket.
> 
> However, if you reply inside the ticket, no response is sent to the
> user.  It says this below the text entry area:
> This message will be sent to...
> (Check boxes to disable notifications to the listed recipients)
> 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
> 
> There are no checkboxes, though.  This has me in a pickle right now,
> since I can't update users on the status of their tickets, except
> manually via email and then the reply doesn't go to the ticket and so on.
> 
> Thanks,
> Chris Benard
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> 
> 


-- 
-Juan


From krolln at msoe.edu  Tue Jul 12 10:53:42 2005
From: krolln at msoe.edu (Nathan Kroll)
Date: Tue, 12 Jul 2005 09:53:42 -0500 (CDT)
Subject: [rt-users] mysql slowness
Message-ID: <1712.155.92.12.220.1121180022.squirrel@www.msoe.edu>

So upon upgrading to 3.4 (latest debain release), we started to notice
extreme slowness (in excess of 2 minutes) upon loading the query builder
or sometimes when trying to create a new ticket.  To try to troubleshoot
this, first I tried to move from apache1 and mod_perl to apache2 with
fastcgi.  There was some improvement, but still taking minutes to load
sometimes and fastcgi needed apache2 to be restarted daily otherwise it
hung.  When watching the processes via top while loading query builder or
doing any of the other ?slow? tasks, the mysqld process would sometimes
use upwards of 80-90 percent of the CPU.  Due to the different
combinations of apache, apache2, and modperl, fastcgi, and speedycgi, the
observation from top leads me to believe that the slowness is not due to
the webserver or perl processor, but due to mysql.  We have close to
19,000 tickets and numerious users in our system and it?s never been super
fast, but with 3.4, it?s becoming unbearable.



I?m wondering if anyone has any ideas to try and speed mysql or everything
up in general.  Has anyone else had this problem with so many tickets?  Is
the solution to drop some of the historical tickets?



Any help is greatly appreciated.  Thanks!



Nate Kroll

Milwaukee School of Engineering




From sven.sternberger at desy.de  Tue Jul 12 10:37:31 2005
From: sven.sternberger at desy.de (Sven Sternberger)
Date: Tue, 12 Jul 2005 16:37:31 +0200
Subject: [rt-users] RT3.4.1 and rtfm2.0.4 on debian!
Message-ID: <1121179051.11888.4.camel@localhost.localdomain>

Hello!

I recently upgraded RT to Ver. 3.4.1 on a debian machine, and now try
to install the RTFM package (the tar ball from bestpractical). There
was an running test which 3.0.12 and RTFM before.

I droped the old tabels, edit the make file and installed iot into
/usr/local/share/request-tracker3.4 and after it don't work i tried
also /usr/share/request-tracker3.4 both with the same problem. I don't
have hte rtfm menu on the left. any ideas what maybe the problem. 


best regards

sven



From Joseph_Micciche at Progressive.com  Tue Jul 12 10:59:25 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 12 Jul 2005 10:59:25 -0400
Subject: [rt-users] Missing dependency test in the RT3.2.3 download -
	Cache::Simple::TimedExpiry
In-Reply-To: <42D3C2C2.3050502@miet.ru>
Message-ID: 

"Ruslan U. Zakirov"  wrote on 07/12/2005 09:16:50
AM:

> > In the real world, yes. But when you're behind a firewall, not allowed
to
> > ftp, and have to pull the Perl modules down via browser one at a time,
one
> > needs to make sure to get all dependencies. :-)
> HTTP_PROXY/FTP_PROXY environment variables?

Sorry to get so far offtopic on this list, but we cannot download anything
*at all* w/o prior approval, and it can only be downloaded once (someone
else downloads then emails me the downloads). So I get all the perl mods,
when I go to upgrade I have to request a download of any updated modules
again, wait, and install them by hand one at a time. I can't set up our RT
servers to automatically pull stuff down, the proxies block http and ftp
downloads.

:-)

joe



From mengland at mengland.net  Tue Jul 12 11:28:14 2005
From: mengland at mengland.net (Matt England)
Date: Tue, 12 Jul 2005 10:28:14 -0500
Subject: [rt-users] Where to insert the AutogeneratedPassword template text?
Message-ID: <6.1.2.0.2.20050712102502.07844a30@127.0.0.1>

Hello,

For us rookies (like me), where do I insert the "template text" found at

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

?

I'm assuming that this gizmo will autogenerate and copy in the email:

1) a Weblink to the ticket (which is probably generated by some other 
gizmo, but it just copied in the email)
2) a new username for the requesting user
3) a password for the new username.

Are my assumptions correct?

-Matt



From mscifo at gmail.com  Tue Jul 12 13:24:26 2005
From: mscifo at gmail.com (Matt Scifo)
Date: Tue, 12 Jul 2005 10:24:26 -0700
Subject: [rt-users] OCIEnvNlsCreate (check ORACLE_HOME and NLS settings)
	with mod_perl 1.29
In-Reply-To: 
References: 
Message-ID: 

Hello

I'm getting the OCIEnvNlsCreate (check ORACLE_HOME and NLS settings)
error when trying to browse to my RT installation.  I've been
researching this problem for quite awhile now and none of the standard
solutions have worked for me.

Here's my environment....

RT 3.4.2 (new install)
Apache/1.3.33 (Debian GNU/Linux) mod_perl/1.29
Oracle 10g remote server using Oracle Instant Client
DBD::Oracle 1.16
make testdeps shows all found

httpd.conf...

    PerlSetEnv "TWO_TASK" "app1"
    PerlSetEnv "ORACLE_HOME" "/opt/oracle/instantclient10_1"
    PerlSetEnv "LD_LIBRARY_PATH" "/opt/oracle/instantclient10_1/lib"
    PerlSetEnv "NLS_LANG" "AMERICAN_AMERICA.UTF8"

    
    print "$_ = $ENV{$_}\n" for sort keys %ENV;
    use DBI;
    DBI->connect('dbi:Oracle:app1','rt','X') || print "Connect Failed
$DBI::errstr\n";
    

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    
     SetHandler perl-script
     PerlHandler RT::Mason
    

I added the  code at the beginning just to see if it was any
issue with RT or not.  When I run the code enclosed in  tags
from the command line it connects successfully.  However, when I
startup apache and try to run the same code I get "DBI
connect('app1','rt',...) failed: ERROR OCIEnvNlsCreate (check
ORACLE_HOME and NLS settings etc.)".  Both runs show the proper ENV
variables set before DBI loads up the Oracle library.  This isn't
mod_perl2 so it's not related to the C %ENV problem found in the
troubleshooting faq.

Can anyone help?

Thanks

-Matt


From phil.labonte at transcore.com  Tue Jul 12 13:29:47 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Tue, 12 Jul 2005 13:29:47 -0400
Subject: [rt-users] rights needed to see Extra Info under Users
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315017626CF@torex1.tcore.com>

I know if I give a user 'UserAdmin' rights they can see the information
in the 'extra info' box in the identities section. But I do not want to
give these users 'UserAdmin' rights... what rights do they need in order
to see the information in the ExtraInfo box?

 

Phil

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From toly at sci.utah.edu  Tue Jul 12 13:51:26 2005
From: toly at sci.utah.edu (Toly Zharkikh)
Date: Tue, 12 Jul 2005 11:51:26 -0600
Subject: [rt-users] access RTFM without login
Message-ID: <42D4031E.1@sci.utah.edu>

Hi,

Is there a way to make links to RTFM articles from another web page so 
that the user may access them without having to log into RT?

Thanks in advance!

Toly


From rblanco at ats-connection.com.br  Tue Jul 12 10:41:51 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Tue, 12 Jul 2005 11:41:51 -0300
Subject: [rt-users] Custon Fields
Message-ID: 

Hi everybody...
 
I would like to know which the difference in applying custom fields in
"Tickets " or " Ticket Transaction "?
 
Best regards,
 
Rodrigo
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rblanco at ats-connection.com.br  Tue Jul 12 07:42:32 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Tue, 12 Jul 2005 08:42:32 -0300
Subject: [rt-users] Attached files!
Message-ID: 

 
Hi everybody...
 
I have some questions about ticket managing and I was wondering if
somebody could help me with that.
 
1)       Is it possible to change the ticket numbering? For example: can
I set the numbering to start at #1500 instead of starting at #1? If it's
possible, could anyone please explain me how to do this?
2)       Is it possible to set a max size for the attached files on RT
instead of doing it on the mail server? If yes, how to do this?
 
Best regards,

Rodrigo
 
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rblanco at ats-connection.com.br  Tue Jul 12 07:10:08 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Tue, 12 Jul 2005 08:10:08 -0300
Subject: [rt-users] Attached files!
Message-ID: 

Hi everybody...
 
I have some questions about ticket managing and I was wondering if
somebody could help me with that.
 
1)       Is it possible to change the ticket numbering? For example: can
I set the numbering to start at #1500 instead of starting at #1? If it's
possible, could anyone please explain me how to do this?
2)       Is it possible to set a max size for the attached files on RT
instead of doing it on the mail server? If yes, how to do this?
 
Best regards,

Rodrigo
 
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Ruslan.Zakirov at miet.ru  Tue Jul 12 14:45:23 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 22:45:23 +0400
Subject: [rt-users] Attached files!
In-Reply-To: 
References: 
Message-ID: <42D40FC3.4040609@miet.ru>

Answers for both questions are in the places you MUST read before
sending to the ML.
1) On the MailingListArchives
2) In the RT config file.

Rodrigo Blanco wrote:
>  
> 
> Hi everybody...
> 
>  
> 
> I have some questions about ticket managing and I was wondering if
> somebody could help me with that.
> 
>  
> 
> 1)       Is it possible to change the ticket numbering? For example: can
> I set the numbering to start at #1500 instead of starting at #1? If it?s
> possible, could anyone please explain me how to do this?
> 
> 2)       Is it possible to set a max size for the attached files on RT
> instead of doing it on the mail server? If yes, how to do this?
> 
>  
> 
> Best regards,
> 
> 
> Rodrigo
> 
>  
> 
>  
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From Ruslan.Zakirov at miet.ru  Tue Jul 12 14:52:35 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Tue, 12 Jul 2005 22:52:35 +0400
Subject: [rt-users] rights needed to see Extra Info under Users
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315017626CF@torex1.tcore.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315017626CF@torex1.tcore.com>
Message-ID: <42D41173.3010203@miet.ru>

Labonte, Phil wrote:
> I know if I give a user ?UserAdmin? rights they can see the information
> in the ?extra info? box in the identities section. But I do not want to
> give these users ?UserAdmin? rights? what rights do they need in order
> to see the information in the ExtraInfo box?
you hack RT a little. See User.pm and User_Overlay.pm there should be
_*Accessible method(s) that return HASH, in this HASH some fields marked
 as public, some as private. Change it and clean mason obj cache and
restart apache. IMHO this should work.

long-long time ago wrote full instructions to the ML as answer to
similar question. May be something stored on the wiki.

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



From chris at highlandclinic.com  Tue Jul 12 15:01:27 2005
From: chris at highlandclinic.com (Chris Benard)
Date: Tue, 12 Jul 2005 14:01:27 -0500
Subject: [rt-users] my name doesn't show up under owner
Message-ID: <42D41387.6020402@highlandclinic.com>

When I upgraded to 3.4.2 from 3.0.6, my username doesn't show up in the 
Owner drop down.  It doesn't show up in the query view or in "people" 
under a ticket for making the owner.  All my my coworkers show up, but 
not me.

Why did this happen, and what can I do to fix it?

Thanks,
Chris Benard
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3244 bytes
Desc: S/MIME Cryptographic Signature
URL: 

From phil.labonte at transcore.com  Tue Jul 12 15:07:40 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Tue, 12 Jul 2005 15:07:40 -0400
Subject: [rt-users] rights needed to see Extra Info under Users
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315017626F6@torex1.tcore.com>

 Thanks I will try it.

BTW how do I clear the mason cache... does that happen when I restart
apache?

-----Original Message-----
From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru] 
Sent: Tuesday, July 12, 2005 2:53 PM
To: Labonte, Phil
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rights needed to see Extra Info under Users

Labonte, Phil wrote:
> I know if I give a user 'UserAdmin' rights they can see the
information
> in the 'extra info' box in the identities section. But I do not want
to
> give these users 'UserAdmin' rights... what rights do they need in
order
> to see the information in the ExtraInfo box?
you hack RT a little. See User.pm and User_Overlay.pm there should be
_*Accessible method(s) that return HASH, in this HASH some fields marked
 as public, some as private. Change it and clean mason obj cache and
restart apache. IMHO this should work.

long-long time ago wrote full instructions to the ML as answer to
similar question. May be something stored on the wiki.

> 
>  
> 
> Phil
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> 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  Tue Jul 12 15:22:53 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 12 Jul 2005 15:22:53 -0400
Subject: [rt-users] my name doesn't show up under owner
In-Reply-To: <42D41387.6020402@highlandclinic.com>
References: <42D41387.6020402@highlandclinic.com>
Message-ID: <1121196173.22708.23.camel@zoq-fot-pik.mit.edu>

On Tue, 2005-07-12 at 14:01 -0500, Chris Benard wrote:
> [snip] Why did this happen, and what can I do to fix it?
Users with the 'SuperUser' right no longer show up in the drop-down.
Give yourself the OwnTicket right and you'll start being listed again.
- Alex



From tmaciak at ci.grand-rapids.mi.us  Tue Jul 12 15:29:46 2005
From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ)
Date: Tue, 12 Jul 2005 15:29:46 -0400
Subject: [rt-users] Scrips - accessing "requestor" name from a ticket that
	has just b een created
Message-ID: <221C759285B78647AEE6181FD6AF36A71140CB93@bambi.grand-rapids.mi.us>

I have written a scrip that states following:
 
Description: Add Department to Ticket
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
 
Custom condition: none
Custom action preparation code: return 1;
Custom action cleanup code:
$RT::Logger->debug( "COGR - testscript #21");
 
my $people = $Ticket->Requestors->UserMembersObj;
my $requestor=$people->Next || undef
 
my $department = "unknown";
 
if ($requestor) {
 $UserObj->Load($requestor->id);
 $department = $UserObj->FirstCustomFieldValue('Department');
}
$RT::Logger->debug( "COGR - testscript #21 for department: $department");
return undef;

=========================================================
 
Now I want to fetch the "Requestors" field of a new ticket with this on
create scrip, then lookup that
requestor and grab a custom field (Department) and then place it in another
object related to the ticket called "DepartmentTicket".
 
However, $Ticket doesnt yet exist (at least I dont think so), so how would I
go about grabbing
the requestor field from the Create.html file?
 
Thanks,
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rmillisl at gdcanada.com  Tue Jul 12 15:49:08 2005
From: rmillisl at gdcanada.com (Randy Millis (lists account))
Date: Tue, 12 Jul 2005 13:49:08 -0600
Subject: [rt-users] !!Any issues upgrading MySQL for RT 3.0.3 from 4.0.13 to
	4.1.12? !!
Message-ID: <00d301c5871a$c48cd2f0$6da01fac@gdcan.com>

Supposed to be doing an upgrade this Saturday:

Are there any known issues upgrading MySQL for RT 3.0.3 from 4.0.13
(compiled from source) to Solaris 9 (SPARC, 32-bit) Standard 4.1.12?


The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. 
Thank you. 



From tmaciak at ci.grand-rapids.mi.us  Tue Jul 12 16:31:57 2005
From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ)
Date: Tue, 12 Jul 2005 16:31:57 -0400
Subject: [rt-users] Scrips - accessing "requestor" name from a ticket 
	that has just b een created
Message-ID: <221C759285B78647AEE6181FD6AF36A71140CBEF@bambi.grand-rapids.mi.us>

Ok I have updated my script because I found out how to get the ID of the
requestor.
 
Now I am having trouble getting the UserObj:
 
== START
 
$RT::Logger->debug( "COGR - testscript #21");
 
my $department = "unknown";
my $requestor=$self->TransactionObj->Creator;
 
if ($requestor) {
#   my $UserObj = new RT::User($session{'CurrentUser'});
   my $UserObj = RT::User->new(RT::CurrentUser->new('CurrentUser'));
   $UserObj->Load($requestor->id) if defined($requestor);
 
 $department = $UserObj->FirstCustomFieldValue('Department');
}
 
$RT::Logger->debug( "COGR - testscript #21 for requestor: " .
$self->TransactionObj->Creator ." department: " . $department);
 
return undef;

== END
 
With this I get:
[Tue Jul 12 20:27:28 2005] [error]: Scrip 21 Commit failed: Can't call
method "id" without a package or object re
ference at (eval 754) line 15,  line 53.
 
With #my $UserObj = new RT::User($session{'CurrentUser'}); in the code
commented "IN", I get:
[Tue Jul 12 20:19:31 2005] [error]: Scrip 21 Commit failed: Global symbol
"%session" requires explicit package na
me at (eval 689) line 13,  line 53.
 
Any ideas on how I can get access to $UserObj so I can load the ID of that
user and then grab their department (custom field)?
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maciak, TJ
Sent: Tuesday, July 12, 2005 3:30 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Scrips - accessing "requestor" name from a ticket that
has just b een created


I have written a scrip that states following:
 
Description: Add Department to Ticket
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
 
Custom condition: none
Custom action preparation code: return 1;
Custom action cleanup code:
$RT::Logger->debug( "COGR - testscript #21");
 
my $people = $Ticket->Requestors->UserMembersObj;
my $requestor=$people->Next || undef
 
my $department = "unknown";
 
if ($requestor) {
 $UserObj->Load($requestor->id);
 $department = $UserObj->FirstCustomFieldValue('Department');
}
$RT::Logger->debug( "COGR - testscript #21 for department: $department");
return undef;

=========================================================
 
Now I want to fetch the "Requestors" field of a new ticket with this on
create scrip, then lookup that
requestor and grab a custom field (Department) and then place it in another
object related to the ticket called "DepartmentTicket".
 
However, $Ticket doesnt yet exist (at least I dont think so), so how would I
go about grabbing
the requestor field from the Create.html file?
 
Thanks,
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From tmaciak at ci.grand-rapids.mi.us  Tue Jul 12 16:50:21 2005
From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ)
Date: Tue, 12 Jul 2005 16:50:21 -0400
Subject: [rt-users] Scrips - accessing "requestor" name from a ticket 
	that has just b een created
Message-ID: <221C759285B78647AEE6181FD6AF36A71140CC18@bambi.grand-rapids.mi.us>

So sorry.. I found out how to get what I wanted :)
 
$RT::Logger->debug( "COGR - testscript #21");
 
my $department = "unknown";
my $requestor=$self->TransactionObj->Creator;
 
if ($requestor) {
  my $UserObj = RT::User->new( $RT::SystemUser );
  $UserObj->Load($requestor);
  $department = $UserObj->FirstCustomFieldValue('Department');
}
 
$RT::Logger->debug( "COGR - testscript #21 for requestor: " .
$self->TransactionObj->Creator ." department: " . $department);
 
return undef;

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maciak, TJ
Sent: Tuesday, July 12, 2005 4:32 PM
To: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Scrips - accessing "requestor" name from a ticket
that has just b een created


Ok I have updated my script because I found out how to get the ID of the
requestor.
 
Now I am having trouble getting the UserObj:
 
== START
 
$RT::Logger->debug( "COGR - testscript #21");
 
my $department = "unknown";
my $requestor=$self->TransactionObj->Creator;
 
if ($requestor) {
#   my $UserObj = new RT::User($session{'CurrentUser'});
   my $UserObj = RT::User->new(RT::CurrentUser->new('CurrentUser'));
   $UserObj->Load($requestor->id) if defined($requestor);
 
 $department = $UserObj->FirstCustomFieldValue('Department');
}
 
$RT::Logger->debug( "COGR - testscript #21 for requestor: " .
$self->TransactionObj->Creator ." department: " . $department);
 
return undef;

== END
 
With this I get:
[Tue Jul 12 20:27:28 2005] [error]: Scrip 21 Commit failed: Can't call
method "id" without a package or object re
ference at (eval 754) line 15,  line 53.
 
With #my $UserObj = new RT::User($session{'CurrentUser'}); in the code
commented "IN", I get:
[Tue Jul 12 20:19:31 2005] [error]: Scrip 21 Commit failed: Global symbol
"%session" requires explicit package na
me at (eval 689) line 13,  line 53.
 
Any ideas on how I can get access to $UserObj so I can load the ID of that
user and then grab their department (custom field)?
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maciak, TJ
Sent: Tuesday, July 12, 2005 3:30 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Scrips - accessing "requestor" name from a ticket that
has just b een created


I have written a scrip that states following:
 
Description: Add Department to Ticket
Condition: On Create
Action: User Defined
Template: Global Template: Blank
Stage: Transaction Create
 
Custom condition: none
Custom action preparation code: return 1;
Custom action cleanup code:
$RT::Logger->debug( "COGR - testscript #21");
 
my $people = $Ticket->Requestors->UserMembersObj;
my $requestor=$people->Next || undef
 
my $department = "unknown";
 
if ($requestor) {
 $UserObj->Load($requestor->id);
 $department = $UserObj->FirstCustomFieldValue('Department');
}
$RT::Logger->debug( "COGR - testscript #21 for department: $department");
return undef;

=========================================================
 
Now I want to fetch the "Requestors" field of a new ticket with this on
create scrip, then lookup that
requestor and grab a custom field (Department) and then place it in another
object related to the ticket called "DepartmentTicket".
 
However, $Ticket doesnt yet exist (at least I dont think so), so how would I
go about grabbing
the requestor field from the Create.html file?
 
Thanks,
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From chris_berry-list-rt-users at jm-associates.com  Tue Jul 12 17:32:09 2005
From: chris_berry-list-rt-users at jm-associates.com (Chris Berry)
Date: Tue, 12 Jul 2005 14:32:09 -0700
Subject: [rt-users] Perl Module Problems
In-Reply-To: <20050712062955.GA10768@bestpractical.com>
References: <42D32EF8.3070500@jm-associates.com>
	<20050712062955.GA10768@bestpractical.com>
Message-ID: <42D436D9.10901@jm-associates.com>

Ok, thanks to to Phil Homewood and Ruslan Zakirov I was able to fix all 
the perl module problems except one.  I'm still having difficulty with 
Apache::Session

So far I tried installing libdb4.2-devel, flex, and Apache::DB based on 
various posts that I read concerning the problem, but that doesn't seem 
to have helped much.  Here's what looks like the relevant portions:

t/99dbfile.........Can't locate DB_File.pm in @INC
t/99dbfilestore....Can't locate DB_File.pm in @INC

This started after I installed Apache::DB, though it was being skipped 
before so I guess I'm making some kind of progress.

[root at hermes /usr/local/src/rt-3.4.2]$ slocate DB_File.pm
/root/.cpan/build/Apache-Session-1.6/Session/Store/DB_File.pm
/root/.cpan/build/Apache-Session-1.6/Session/DB_File.pm
/root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DB_File.pm
/root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/DB_File.pm

not sure why it can't find what it needs, and I wasn't sure which one 
it's looking for.

t/99flex...........skipped
         all skipped: no reason given

Not sure why this is happening since I have flex installed now.

t/99postgres.......skipped
         all skipped: no reason given

I have postgresql installed so this shouldn't be skipped.

Can I buy a vowel?

Chris Berry
chris_berry at jm-associates.com
Information Advisory Manager
JM Associates

"There is nothing so useless as doing efficiently that which should not 
be done at all." --Peter Drucker


From Ruslan.Zakirov at miet.ru  Tue Jul 12 18:02:33 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Wed, 13 Jul 2005 02:02:33 +0400
Subject: [rt-users] Perl Module Problems
In-Reply-To: <42D436D9.10901@jm-associates.com>
References: <42D32EF8.3070500@jm-associates.com>	<20050712062955.GA10768@bestpractical.com>
	<42D436D9.10901@jm-associates.com>
Message-ID: <42D43DF9.8070607@miet.ru>

Chris Berry wrote:
> Ok, thanks to to Phil Homewood and Ruslan Zakirov I was able to fix all
> the perl module problems except one.  I'm still having difficulty with
> Apache::Session
> 
> So far I tried installing libdb4.2-devel, flex, and Apache::DB based on
> various posts that I read concerning the problem, but that doesn't seem
> to have helped much.  Here's what looks like the relevant portions:
> 
> t/99dbfile.........Can't locate DB_File.pm in @INC
> t/99dbfilestore....Can't locate DB_File.pm in @INC
> 
> This started after I installed Apache::DB, though it was being skipped
> before so I guess I'm making some kind of progress.
> 
> [root at hermes /usr/local/src/rt-3.4.2]$ slocate DB_File.pm
> /root/.cpan/build/Apache-Session-1.6/Session/Store/DB_File.pm
> /root/.cpan/build/Apache-Session-1.6/Session/DB_File.pm
> /root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DB_File.pm
> 
> /root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/DB_File.pm
> 
> not sure why it can't find what it needs, and I wasn't sure which one
> it's looking for.
Module is looking for DB_File.pm in the @INC. I don't know why
Apache::Session tries to run this tests if module is not installed. I
think it's looking for http://search.cpan.org/~pmqs/DB_File-1.811/ so
you can install it if you want, but AFAIK RT doesn't use this module.

> 
> t/99flex...........skipped
>         all skipped: no reason given
> 
> Not sure why this is happening since I have flex installed now.
RT doesn't use Flex.
> 
> t/99postgres.......skipped
>         all skipped: no reason given
> 
> I have postgresql installed so this shouldn't be skipped.
May be it's not running or you need to specify some options to enable
this tests.

> 
> Can I buy a vowel?
> 
> Chris Berry
> chris_berry at jm-associates.com
> Information Advisory Manager
> JM Associates
> 
> "There is nothing so useless as doing efficiently that which should not
> be done at all." --Peter Drucker
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From chris_berry-list-rt-users at jm-associates.com  Tue Jul 12 18:32:36 2005
From: chris_berry-list-rt-users at jm-associates.com (Chris Berry)
Date: Tue, 12 Jul 2005 15:32:36 -0700
Subject: [rt-users] Perl Module Problems
In-Reply-To: <42D43DF9.8070607@miet.ru>
References: <42D32EF8.3070500@jm-associates.com>	<20050712062955.GA10768@bestpractical.com>
	<42D436D9.10901@jm-associates.com> <42D43DF9.8070607@miet.ru>
Message-ID: <42D44504.80900@jm-associates.com>

Ok, that seems to have done it, thanks.  Now on to the build process.

Chris Berry
chris_berry at jm-associates.com
Information Advisory Manager
JM Associates

"There is nothing so useless as doing efficiently that which should not 
be done at all." --Peter Drucker


Ruslan U. Zakirov wrote:
> Chris Berry wrote:
> 
>>Ok, thanks to to Phil Homewood and Ruslan Zakirov I was able to fix all
>>the perl module problems except one.  I'm still having difficulty with
>>Apache::Session
>>
>>So far I tried installing libdb4.2-devel, flex, and Apache::DB based on
>>various posts that I read concerning the problem, but that doesn't seem
>>to have helped much.  Here's what looks like the relevant portions:
>>
>>t/99dbfile.........Can't locate DB_File.pm in @INC
>>t/99dbfilestore....Can't locate DB_File.pm in @INC
>>
>>This started after I installed Apache::DB, though it was being skipped
>>before so I guess I'm making some kind of progress.
>>
>>[root at hermes /usr/local/src/rt-3.4.2]$ slocate DB_File.pm
>>/root/.cpan/build/Apache-Session-1.6/Session/Store/DB_File.pm
>>/root/.cpan/build/Apache-Session-1.6/Session/DB_File.pm
>>/root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/Store/DB_File.pm
>>
>>/root/.cpan/build/Apache-Session-1.6/blib/lib/Apache/Session/DB_File.pm
>>
>>not sure why it can't find what it needs, and I wasn't sure which one
>>it's looking for.
> 
> Module is looking for DB_File.pm in the @INC. I don't know why
> Apache::Session tries to run this tests if module is not installed. I
> think it's looking for http://search.cpan.org/~pmqs/DB_File-1.811/ so
> you can install it if you want, but AFAIK RT doesn't use this module.
> 
> 
>>t/99flex...........skipped
>>        all skipped: no reason given
>>
>>Not sure why this is happening since I have flex installed now.
> 
> RT doesn't use Flex.
> 
>>t/99postgres.......skipped
>>        all skipped: no reason given
>>
>>I have postgresql installed so this shouldn't be skipped.
> 
> May be it's not running or you need to specify some options to enable
> this tests.
> 
> 
>>Can I buy a vowel?
>>
>>Chris Berry
>>chris_berry at jm-associates.com
>>Information Advisory Manager
>>JM Associates
>>
>>"There is nothing so useless as doing efficiently that which should not
>>be done at all." --Peter Drucker
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
> 
> 


From miles at med.usyd.edu.au  Tue Jul 12 18:59:37 2005
From: miles at med.usyd.edu.au (Miles Burke)
Date: Wed, 13 Jul 2005 08:59:37 +1000
Subject: [rt-users] rt3 not accepting email
Message-ID: <42D44B59.6020000@med.usyd.edu.au>

Hi All,

Can anybody help me with this? rt3 is all working fine apart from the 
email creation of tickets, when I try sending an email I get this in 
/var/log/maillog:

Jul 13 08:38:41 jai sendmail[17265]: j686AlDH017157: 
to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url 
http://localhost/", ctladdr= (8/0), delay=4+16:27:54, 
xdelay=00:00:01, mailer=prog, pri=10920583, dsn=4.0.0, stat=Deferred: 
prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL

I've tried from the command line:
# mail to= "|/opt/rt3/bin/rt-mailgate --queue general --action 
correspond --url http://localhost/"

which gives:
 An Error Occurred
=================

401 Authorization Required

I'm running fedora core2 and apache2.
Any ideas, guys?

Cheers,

Miles


From jphayes at gmail.com  Tue Jul 12 19:51:30 2005
From: jphayes at gmail.com (Jay)
Date: Wed, 13 Jul 2005 00:51:30 +0100
Subject: [rt-users] purging rt database of attachments
Message-ID: <8d4ad9b905071216514240a0e5@mail.gmail.com>

Hi all,

Does anybody know of a method of _cleaning_ out the RT database of attachments?
I have a sizable database with almost 60% of it is unwanted attachments.
Any suggestions would be greatly welcomed!

Thanks,
Jay


From paul at paulororke.net  Tue Jul 12 20:52:07 2005
From: paul at paulororke.net (Paul O'Rorke)
Date: Tue, 12 Jul 2005 17:52:07 -0700
Subject: [rt-users] mail setup documantation
Message-ID: <42D465B7.40107@paulororke.net>

Hi,

I've just installed rt-3.4.2 and am looking for documantation on setting 
up the mail server for rt to use.  I've looked all over the rt site and 
the wiki but have obviously gone blind...

Can anyone point me in the right direction as to what I should be 
reading in this regard?  I'm new to mail servers..

-- 
Paul O'Rorke

paul at paulororke.net



From bkogami at randmcnally.com  Tue Jul 12 20:49:33 2005
From: bkogami at randmcnally.com (Kogami, Bruce)
Date: Tue, 12 Jul 2005 17:49:33 -0700
Subject: [rt-users] Problem with users who use email and SelfService
Message-ID: <54D92E8EB0F07A4CA1FB15FDC53EC1E9671088@ir-ex-01.corp.randmcnally.com>

Hi,

 

I have users who email help tickets to RT and these same users will also
use SelfService to view and submit new tickets.

 

When a new user emails a ticket to RT, it automatically creates an
account for them.

Username: newuser at domain.com

Email Address: newuser at domain.com

 

When they access SelfService and create a new ticket, they are assigned
another new username.

Username: newuser

Email Address: 

 

The email address is blank because it was already used when RT created
their account when the user submitted a ticket through email.

 

This seems to create two problems.

1.	The email address is blank when using SelfService they will not
get any reply messages
2.	They are not able to view open tickets sent in by email since
the username from email and SelfService is different.

 

Is there a way to setup SelfService so that when the user creates a new
ticket, the username is in the format: newuser at domain.com instead of
just new user. My goal is to have SelfService use the same account as
the one that was generated when they sent in email to RT. If they've
never sent in a ticket using email, then SelfService would then create a
new account in the format: newuser at domain.com and assign an email
address: newuser at domain.com.

 

Maybe I'm not using RT correctly and maybe someone could set me
straight.

 

Thanks,

Bruce



***************************************************************
This E-mail is confidential.  It should not be read, copied, disclosed or used by any person other than the intended recipient.  Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful.  If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.
***************************************************************
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From miles at med.usyd.edu.au  Tue Jul 12 21:37:57 2005
From: miles at med.usyd.edu.au (Miles Burke)
Date: Wed, 13 Jul 2005 11:37:57 +1000
Subject: [rt-users] rt3 not accepting email
In-Reply-To: <011001c5873b$1b06d520$3216e50a@unex.berkeley.edu>
References: <011001c5873b$1b06d520$3216e50a@unex.berkeley.edu>
Message-ID: <42D47075.8030208@med.usyd.edu.au>

Thanks for that,

I've just figured out what the problem was - when I installed RT it 
added the hostname I specified to /etc/hosts. I changed it from:

127.0.0.1 myhostname.domain.com myhostname locolhost.localdomain localhost

to:
127.0.0.1 locolhost.localdomain localhost

and it fixed it instantly.


Mike Patterson wrote:

>Miles,
>
>Not sure if this is related or not, but on my setup I ended up using the
>FQDN instead of localhost and also because of the way I set up apache I had
>to point to the virtual directory I was using.
>
>e.g. 
>general: "|/usr/local/rt3/bin/rt-mailgate --queue general --action
>correspond --url http://help.unex.berkeley.edu/rt3/"
>
>You may also want to check the permissions on the rt-mailgate executable and
>make sure that the "rt" user has read and execute permissions.
>
>Good luck.
>
>Mike
>
>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com
>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Miles Burke
>Sent: Tuesday, July 12, 2005 4:00 PM
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] rt3 not accepting email
>
>Hi All,
>
>Can anybody help me with this? rt3 is all working fine apart from the 
>email creation of tickets, when I try sending an email I get this in 
>/var/log/maillog:
>
>Jul 13 08:38:41 jai sendmail[17265]: j686AlDH017157: 
>to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url 
>http://localhost/", ctladdr= (8/0), delay=4+16:27:54, 
>xdelay=00:00:01, mailer=prog, pri=10920583, dsn=4.0.0, stat=Deferred: 
>prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
>
>I've tried from the command line:
># mail to= "|/opt/rt3/bin/rt-mailgate --queue general --action 
>correspond --url http://localhost/"
>
>which gives:
> An Error Occurred
>=================
>
>401 Authorization Required
>
>I'm running fedora core2 and apache2.
>Any ideas, guys?
>
>Cheers,
>
>Miles
>_______________________________________________
>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 Jul 13 00:59:03 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 13 Jul 2005 04:59:03 -0000
Subject: [rt-users] RT Training in Portland, August 2, 2005
Message-ID: 


                               * * * *
                                   
                 Only three weeks left to sign up for
                         RT training at OSCON
                           Portland, Oregon
                            August 2, 2005

                               * * * *

     http://conferences.oreillynet.com/cs/os2005/view/e_sess/6794

   RT (Request Tracker), a flexible ticketing system, is one of those
   products that makes addicts out of normally staid sysadmins and
   developers. It is a powerful tool to have in your arsenal for
   organizing yourself and your company. This tutorial takes you on a
   roller coaster ride through many of RT's nooks and crannies,
   showing you how you can extend and embrace it--whatever your needs
   may be. Everything from "Enterprise Class Trouble Ticketing" (and
   what that means), through helpdesks, bugtracking, all the way down
   to personal grocery lists will be covered, with side trips into the
   land of alternate user interfaces, report generation, localization,
   and internationalization.

   Highlights involve using RT as an application platform, tweaking
   the system for lightning-fast performance, and transparently
   integrating RT into your workflow. The customizations of several
   major sites will be demonstrated, as well as revealing some large
   companies you deal with every day who use RT. This session includes
   updates for the new technologies available in RT 3.4.

                               * * * *
 	
           Don't Miss the 7th Annual Open Source Convention
                    Tim O'Reilly - Nat Torkington

   As we write this letter, interesting things are happening in the
   open source world. The burgeoning Linux vendor industry is facing
   its first challenge from beneath as companies like SpikeSource,
   SourceLabs, and Optaros compete with them for support
   contracts. Who will win, and what will the open source community
   gain or lose as a result?

   Meanwhile interesting technology like Ruby on Rails and AJAX
   (Asynchronous Javascript and XML) has turned the world of web apps
   on its head. The web as we know it was built on HTML and some
   combination of the LAMP stack. What web will emerge from AJAX'd
   Rails, Plone, PHP, and Perl apps? And where's Java in all of this?

   And even at the bottom layers, the world is changing. Linux has
   thrown out the BitKeeper source control system and is looking for
   an open source replacement. Xen is spreading the virtualization
   gospel to the Linux vendors. And Microsoft is open sourcing
   software! Something is definitely afoot ...

   OSCON 2005 will explore these new trends in tutorials and sessions
   from the people behind technology. We're glad to welcome back
   beloved presenters such as Damian Conway, Guido van Rossum, Rasmus
   Lerdorf, and Robert (the r0ml) Lefkowitz, and present leaders like
   David Heinemeier Hansson (Ruby on Rails), Jonathan Schwartz (Sun
   Microsystems), and Kim Polese (SpikeSource) for the first time. As
   well as new open source technology speakers, we're proud to
   introduce our first Open Source Business Review (OSBR). This
   parallel conference looks at how open source affects IT and is a
   great chance for you to meet the executives and thought leaders in
   enterprise open source.

              http://conferences.oreillynet.com/os2005/

                               * * * *



From JoopvandeWege at mococo.nl  Wed Jul 13 03:46:40 2005
From: JoopvandeWege at mococo.nl (Joop van de Wege)
Date: Wed, 13 Jul 2005 09:46:40 +0200
Subject: [rt-users] OCIEnvNlsCreate (check ORACLE_HOME and NLS settings)
	with mod_perl 1.29
In-Reply-To: <20050712182721.259334D821A@diesel.bestpractical.com>
References: <20050712182721.259334D821A@diesel.bestpractical.com>
Message-ID: <20050713093634.389E.JOOPVANDEWEGE@mococo.nl>


On Tue, 12 Jul 2005 14:27:21 -0400 (EDT)
rt-users-request at lists.bestpractical.com wrote:

> I'm getting the OCIEnvNlsCreate (check ORACLE_HOME and NLS settings)
> error when trying to browse to my RT installation.  I've been
> researching this problem for quite awhile now and none of the standard
> solutions have worked for me.
> 
> Here's my environment....
> 
> RT 3.4.2 (new install)
> Apache/1.3.33 (Debian GNU/Linux) mod_perl/1.29
> Oracle 10g remote server using Oracle Instant Client
> DBD::Oracle 1.16
> make testdeps shows all found
> 
> httpd.conf...
> 
>     PerlSetEnv "TWO_TASK" "app1"
>     PerlSetEnv "ORACLE_HOME" "/opt/oracle/instantclient10_1"
>     PerlSetEnv "LD_LIBRARY_PATH" "/opt/oracle/instantclient10_1/lib"
>     PerlSetEnv "NLS_LANG" "AMERICAN_AMERICA.UTF8"
> 
>     
>     print "$_ = $ENV{$_}\n" for sort keys %ENV;
>     use DBI;
>     DBI->connect('dbi:Oracle:app1','rt','X') || print "Connect Failed
> $DBI::errstr\n";
>     
> 
>     PerlModule Apache::DBI
>     PerlRequire /opt/rt3/bin/webmux.pl
> 
>     
>      SetHandler perl-script
>      PerlHandler RT::Mason
>     
> 
> I added the  code at the beginning just to see if it was any
> issue with RT or not.  When I run the code enclosed in  tags
> from the command line it connects successfully.  However, when I
> startup apache and try to run the same code I get "DBI
> connect('app1','rt',...) failed: ERROR OCIEnvNlsCreate (check
> ORACLE_HOME and NLS settings etc.)".  Both runs show the proper ENV
> variables set before DBI loads up the Oracle library.  This isn't
> mod_perl2 so it's not related to the C %ENV problem found in the
> troubleshooting faq.
> 
> Can anyone help?
I have had a similar if not the same problem, I'm  on Oracle9i R2, and
solved it by either setting ENV stuff in my .profile of my webuser
and/or setting it in RT.lib.
The reason is that before RT loads it configuration settings it clears
out its ENV, including whatever you have set in httpd.conf or in your
shell.
I remember this because recently I started using AT and modified a
dataloader script to work with active-state perl on windows so I can
scan computers on our networks and import them directly into RT-AT.
This script started complaining about wrong NLS settings which I blamed
originally on my windows machine but it turned out I  had added NLS
parameters in RT.lib (very bad I know)

Maybe this helps,

Joop

-- 
Joop van de Wege 



From rainer at ultra-secure.de  Wed Jul 13 04:04:59 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 13 Jul 2005 10:04:59 +0200
Subject: [rt-users] !!Any issues upgrading MySQL for RT 3.0.3 from 4.0.13
	to	4.1.12? !!
In-Reply-To: <00d301c5871a$c48cd2f0$6da01fac@gdcan.com>
References: <00d301c5871a$c48cd2f0$6da01fac@gdcan.com>
Message-ID: <42D4CB2B.6010905@ultra-secure.de>

Randy Millis (lists account) wrote:

>Supposed to be doing an upgrade this Saturday:
>
>Are there any known issues upgrading MySQL for RT 3.0.3 from 4.0.13
>(compiled from source) to Solaris 9 (SPARC, 32-bit) Standard 4.1.12?
>
>  
>


Does 4.1 offer any advantages over 4.0 ?
Last thing I heard was that its main "feature" seemed to be an upto 25% 
speed-decrease on 4.0 ...
Has anyone done any performance-comparison between a RT-setup of 4.0 and 
4.1?


>The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. 
>Thank you. 
>  
>


If you actually created a list-account, why don't you use a MX that 
doesn't add these silly disclaimers?
SCNR...



Rainer



From de1992 at bristol.ac.uk  Wed Jul 13 04:36:23 2005
From: de1992 at bristol.ac.uk (David Evans)
Date: Wed, 13 Jul 2005 09:36:23 +0100
Subject: [rt-users] Solaris 8, RT 3.4.2  EX_TEMPFAIL problem
Message-ID: <20050713083806.4CFE74D8107@diesel.bestpractical.com>

Hi,

 

I've been making some progress installing request tracker on a Solaris 8
(SPARC) system for the first time but I'm having a problem with sendmail.

 

I have RT 3.4.2

Sendmail 8.13.4  (compiled from source by me)

Apache 1.3.33

 

I have the following aliases defined in /etc/mail/aliases

 

rt-admin: |"/usr/local/rt3/bin/rt-mailgate  \

                          --queue 'rt-admin' --action correspond \

                         --url https://xxx.xxx.xxx.xxx"

 

rt-admin-comment: |"/usr/local/rt3/bin/rt-mailgate \

                        --queue 'rt-admin' \

                        --action comment \

                        --url https://xxx.xxx.xxx.xxx"

 

I have Sendmail running with the following parameters

 

             smmsp 10116     1  0 17:11:16 ?        0:00 /usr/lib/sendmail
-L sm-msp-queue -Ac -q30m

             root 10120 10119  1 17:11:28 ?        0:00 /usr/lib/sendmail -L
sm-mta -bd -q1h

 

and I get the following error

 

050 |"/usr/local/rt3/bin/rt-mailgate            --queue 'rt-admin' --action
correspond           --url https:// xxx.xxx.xxx.xxx "... Connecting to
prog...

050 |"/usr/local/rt3/bin/rt-mailgate            --queue 'rt-admin' --action
correspond           --url https:// xxx.xxx.xxx.xxx "... Deferred: prog
mailer (/bin/sh) exited with EX_TEMPFAIL

250 2.0.0 j6CG1LTd010089 Message accepted for delivery

 

I can successfully submit to the rt-admin queue by manually using the
rt-mailgate script.

 

I've looked through the list archives and I can't seem to see anything
that's applicable in previous posts, but I apologize if I've overlooked
something.  Does anyone have any ideas specific to my situation?

 

Many thanks!

 

David Evans

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ghenry at suretecsystems.com  Wed Jul 13 05:24:18 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 13 Jul 2005 10:24:18 +0100 (BST)
Subject: [rt-users] E-mail on Deletion?
Message-ID: <60736.193.195.148.66.1121246658.squirrel@webmail.suretecsystems.com>

Dear List,

Can you confirm that the default behaviour for ticket deletion, doesn't
involve an e-mail being sent out?

I thought it did and was wondering why a BCC or CC didn't work when
deleting a ticket.

Thanks.

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/




From sturner at MIT.EDU  Wed Jul 13 10:07:15 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Wed, 13 Jul 2005 10:07:15 -0400
Subject: [rt-users] E-mail on Deletion?
In-Reply-To: <60736.193.195.148.66.1121246658.squirrel@webmail.suretecsy
	stems.com>
References: <60736.193.195.148.66.1121246658.squirrel@webmail.suretecsystems.com>
Message-ID: <6.2.1.2.2.20050713100459.02be6bb0@po14.mit.edu>

At Wednesday 7/13/2005 05:24 AM, Gavin Henry wrote:
>Dear List,
>
>Can you confirm that the default behaviour for ticket deletion, doesn't
>involve an e-mail being sent out?
>
>I thought it did and was wondering why a BCC or CC didn't work when
>deleting a ticket.
>
>Thanks.

Gavin,

Sending of email is controlled by what scrips you have (global & queue). By 
default there's no scrips that will send mail on ticket deletion, so yes, 
default behavior is not to send mail in that case. Same applies to cc & bcc.

Steve 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Julian_Dunn at cbc.ca  Wed Jul 13 10:12:29 2005
From: Julian_Dunn at cbc.ca (Julian C. Dunn)
Date: Wed, 13 Jul 2005 10:12:29 -0400
Subject: [rt-users] [crit]: Died at ./dumpfile-to-rt-3.0 line 714.
In-Reply-To: <1a43dbe705062908275bfb721d@mail.gmail.com>
References: <1a43dbe705062908275bfb721d@mail.gmail.com>
Message-ID: <1121263950.2604.22.camel@localhost>

On Wed, 2005-06-29 at 10:27 -0500, Law Mitchell wrote:

> anyone have an idea on how to work around/fix this error? ...upgrading
> from rt2.0.15 to rt-3.0.12 using a postgres8.x db.
> 
> t-617
> t-618
> t-619
> t-620
> t-621
> Couldn't create attachment 
> $VAR1 = {
>           'Subject' => '',
>           'ContentType' => 'text/html',
>           'Headers' => 'Content-Type: text/html; charset="ISO-8859-1"
> Content-Transfer-Encoding: quoted-printable
> ',
>           'Creator' => '70',
>           'Parent' => '965',
>           'Created' => '2002-07-11 20:10:19+00',
>           'id' => '967',
>           'ContentEncoding' => 'none',
>           'TransactionId' => '1886'
>         };
> 
> ERROR:  invalid byte sequence for encoding "UNICODE": 0xdf3c
> 
> [Wed Jun 29 15:19:20 2005] [crit]: Died at ./dumpfile-to-rt-3.0 line 714.
>  (/opt/rt3/lib/RT.pm:255)

I have never had a complete response on rt-users on how to work around
this issue; when we upgraded our RT installation to 3.2.2 I had to hack
the exporter script (the following is an excerpt from the transaction
history in our ticketing system for the job):

----------------------
I have bludgeoned the importer into working by adding the statement:

# Hacked by Julian
$RT::Handle->SimpleQuery("SET CLIENT_ENCODING TO 'LATIN1'");

into the dumpfile-to-rt3.0 script. Note that one can't translate
SQL_ASCII directly into UNICODE per the docs
(http://www.postgresql.org/docs/7.4/static/multibyte.html) so I chose
LATIN1 (ISO-8859-1) instead, in the hopes that this will work.

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

However, this broke most, if not all, the historical attachments. If you
can live with that (as we decided we could), then this will at least
make the import/export work.

- Julian

-- 
-- Julian C. Dunn, B.A.Sc, P.Eng.  
-- Platform Administrator, CBC.ca Production & Operations
-- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592



From mscifo at gmail.com  Wed Jul 13 11:23:36 2005
From: mscifo at gmail.com (Matt Scifo)
Date: Wed, 13 Jul 2005 08:23:36 -0700
Subject: [rt-users] OCIEnvNlsCreate (check ORACLE_HOME and NLS settings)
	with mod_perl 1.29
Message-ID: <42D531F8.5090203@gmail.com>



JoopvandeWege at mococo.nl wrote:
> 
> On Tue, 12 Jul 2005 14:27:21 -0400 (EDT)
> rt-users-request at lists.bestpractical.com 
>  wrote:
> 
>  > I'm getting the OCIEnvNlsCreate (check ORACLE_HOME and NLS settings)
>  > error when trying to browse to my RT installation.  I've been
>  > researching this problem for quite awhile now and none of the standard
>  > solutions have worked for me.
>  >
>  > Here's my environment....
>  >
>  > RT 3.4.2 (new install)
>  > Apache/1.3.33 (Debian GNU/Linux) mod_perl/1.29
>  > Oracle 10g remote server using Oracle Instant Client
>  > DBD::Oracle 1.16
>  > make testdeps shows all found
>  >
>  > httpd.conf...
>  >
>  >     PerlSetEnv "TWO_TASK" "app1"
>  >     PerlSetEnv "ORACLE_HOME" "/opt/oracle/instantclient10_1"
>  >     PerlSetEnv "LD_LIBRARY_PATH" "/opt/oracle/instantclient10_1/lib"
>  >     PerlSetEnv "NLS_LANG" "AMERICAN_AMERICA.UTF8"
>  >
>  >     
>  >     print "$_ = $ENV{$_} " for sort keys %ENV;
>  >     use DBI;
>  >     DBI->connect('dbi:Oracle:app1','rt','X') || print "Connect Failed
>  > $DBI::errstr ";
>  >     
>  >
>  >     PerlModule Apache::DBI
>  >     PerlRequire /opt/rt3/bin/webmux.pl
>  >
>  >     
>  >      SetHandler perl-script
>  >      PerlHandler RT::Mason
>  >     
>  >
>  > I added the  code at the beginning just to see if it was any
>  > issue with RT or not.  When I run the code enclosed in  tags
>  > from the command line it connects successfully.  However, when I
>  > startup apache and try to run the same code I get "DBI
>  > connect('app1','rt',...) failed: ERROR OCIEnvNlsCreate (check
>  > ORACLE_HOME and NLS settings etc.)".  Both runs show the proper ENV
>  > variables set before DBI loads up the Oracle library.  This isn't
>  > mod_perl2 so it's not related to the C %ENV problem found in the
>  > troubleshooting faq.
>  >
>  > Can anyone help?
> I have had a similar if not the same problem, I'm  on Oracle9i R2, and
> solved it by either setting ENV stuff in my .profile of my webuser
> and/or setting it in RT.lib.
> The reason is that before RT loads it configuration settings it clears
> out its ENV, including whatever you have set in httpd.conf or in your
> shell.
> I remember this because recently I started using AT and modified a
> dataloader script to work with active-state perl on windows so I can
> scan computers on our networks and import them directly into RT-AT.
> This script started complaining about wrong NLS settings which I blamed
> originally on my windows machine but it turned out I  had added NLS
> parameters in RT.lib (very bad I know)
> 
> Maybe this helps,
> 

Sorry Joop, but that does not help.  I already have the ENV vars setup 
in the apache user's profile and have already messed around with setting 
them in webmux.pl and lib/RT.pm.  That is why I added the Perl code to 
run before apache loads up anything to do with RT....to show that it's a 
problem with DBI and modperl, not actually RT.  I was just hoping 
someone else came across this and knew of a solution.

Matt


From rmillisl at gdcanada.com  Wed Jul 13 11:45:21 2005
From: rmillisl at gdcanada.com (Randy Millis (lists account))
Date: Wed, 13 Jul 2005 09:45:21 -0600
Subject: [rt-users] !!Any issues upgrading MySQL for RT 3.0.3 from 4.0.13
	to	4.1.12? !!
References: <00d301c5871a$c48cd2f0$6da01fac@gdcan.com>
	<42D4CB2B.6010905@ultra-secure.de>
Message-ID: <006501c587c1$e1033990$12641fac@gdcan.com>

> >Supposed to be doing an upgrade this Saturday:
> >
> >Are there any known issues upgrading MySQL for RT 3.0.3 from 4.0.13
> >(compiled from source) to Solaris 9 (SPARC, 32-bit) Standard 4.1.12?

> Does 4.1 offer any advantages over 4.0 ?

I don't know.

I was looking at consolidating all my MySQL installs to the same version /
release. That was the only reason for upgrading really.

> Last thing I heard was that its main "feature" seemed to be an upto 25%
> speed-decrease on 4.0 ...

Oh? Where can I learn more about this?

> Has anyone done any performance-comparison between a RT-setup of 4.0 and
> 4.1?

> If you actually created a list-account, why don't you use a MX that
> doesn't add these silly disclaimers?
> SCNR...

I don't admin the mail gateway and our IT group likes to append these to all
outgoing messages. Sorry for the annoyance. :-)


The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. 
Thank you. 



From tmaciak at ci.grand-rapids.mi.us  Wed Jul 13 11:53:54 2005
From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ)
Date: Wed, 13 Jul 2005 11:53:54 -0400
Subject: [rt-users] Possible to create scrips for "users" ?
Message-ID: <221C759285B78647AEE6181FD6AF36A71140CE1A@bambi.grand-rapids.mi.us>

Has anyone created any scrips to run when a new user is created?
 
specifically new users via the "Autocreated on ticket submission" when an
email is sent to RT?
 
maybe this is more of a custom code thing than a scrip but any ideas or
thoughts are welcome.
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rmillisl at gdcanada.com  Wed Jul 13 11:56:20 2005
From: rmillisl at gdcanada.com (Randy Millis (lists account))
Date: Wed, 13 Jul 2005 09:56:20 -0600
Subject: [rt-users] Moving RT from sparc to x86 OS on VMWare? 
Message-ID: <007101c587c3$698518f0$12641fac@gdcan.com>

We are looking at moving our RT server from a SPARC Sunblade 150 running Solaris 9 over to an x86 OS on a VMWare ESX virtual infrastructure node.

Anyone done this?

Any comments?

I'm looking to answer a few things:

Which OS would I be better off using in terms of ease of setup and performance / cost / support:

- Fedora Core 3
- Red Hat Enterprise Linux ES release 4 (update 1)
- Solaris 10 x86

Any ideas on how to migrate from on RT release (3.0.3) on SPARC over to the new OS / platform and RT 3.4.2?

I was thinking:

- Install a minimal OS on the new Virtual node
- Satisfy RT 3.4.2 dependencies
- Install and configure 3.0.3 on the new virtual node
- Copy the existing 3.0.3 database over and test
- Upgrade to 3.4.2
- Cut over the from the SPARC to the new virtual node

Any comments / suggestions?
The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. 
Thank you. 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From krolln at msoe.edu  Wed Jul 13 11:57:07 2005
From: krolln at msoe.edu (Kroll, Nathan Allen)
Date: Wed, 13 Jul 2005 10:57:07 -0500
Subject: [rt-users] mysql slowness
Message-ID: <83B691DE781219499913FBA1AD35B8A502B412E5@email.msoe.edu>

I found a little more out about this problem we seem to be having. The
slowest part seems to be when loading the query builder page and this
mysql query is run:

SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL
ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4  WHERE
((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId =
Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND
((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND
((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND  ( (
ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND (
Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR
Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain =
'RT::Queue-Role' )  )  AND Groups_3.Type = ACL_2.PrincipalType) )  AND
(ACL_2.ObjectType = 'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue') )
ORDER BY main.Name ASC;

The query has taken up to 59 seconds and is the most frequent slow query
logged to mysql.  The query returns about 2100 results.  Is this normal
for people or is something fubar-ed on our setup?

Also, the CachedGroupMembers table has about 170000 rows in it.  Is this
normal for a rt setup with about 19000 tickets and less than 30 users?

Thanks,

Nate


-----Original Message-----

So upon upgrading to 3.4 (latest debian release), we started to notice
extreme slowness (in excess of 2 minutes) upon loading the query builder
or sometimes when trying to create a new ticket.  To try to troubleshoot
this, first I tried to move from apache1 and mod_perl to apache2 with
fastcgi.  There was some improvement, but still taking minutes to load
sometimes and fastcgi needed apache2 to be restarted daily otherwise it
hung.  When watching the processes via top while loading query builder
or
doing any of the other "slow" tasks, the mysqld process would sometimes
use upwards of 80-90 percent of the CPU.  Due to the different
combinations of apache, apache2, and modperl, fastcgi, and speedycgi,
the
observation from top leads me to believe that the slowness is not due to
the webserver or perl processor, but due to mysql.  We have close to
19,000 tickets and numerious users in our system and it's never been
super
fast, but with 3.4, it's becoming unbearable.



I'm wondering if anyone has any ideas to try and speed mysql or
everything
up in general.  Has anyone else had this problem with so many tickets?
Is
the solution to drop some of the historical tickets?



Any help is greatly appreciated.  Thanks!



Nate Kroll

Milwaukee School of Engineering


_______________________________________________
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 Jul 13 13:03:04 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 13 Jul 2005 13:03:04 -0400
Subject: [rt-users] mysql slowness
In-Reply-To: <83B691DE781219499913FBA1AD35B8A502B412E5@email.msoe.edu>
References: <83B691DE781219499913FBA1AD35B8A502B412E5@email.msoe.edu>
Message-ID: <20050713170304.GQ11073@bestpractical.com>




On Wed, Jul 13, 2005 at 10:57:07AM -0500, Kroll, Nathan Allen wrote:
> I found a little more out about this problem we seem to be having. The
> slowest part seems to be when loading the query builder page and this
> mysql query is run:
> 
> SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL
> ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4  WHERE
> ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId =
> Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND
> ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND
> ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND  ( (
> ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND (
> Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR
> Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain =
> 'RT::Queue-Role' )  )  AND Groups_3.Type = ACL_2.PrincipalType) )  AND
> (ACL_2.ObjectType = 'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue') )
> ORDER BY main.Name ASC;
> 
> The query has taken up to 59 seconds and is the most frequent slow query
> logged to mysql.  The query returns about 2100 results.  Is this normal
> for people or is something fubar-ed on our setup?

Perhaps you've granted "Everyone" the right to OwnTickets. Which isn't
likely what you meant.



From krolln at msoe.edu  Wed Jul 13 13:20:50 2005
From: krolln at msoe.edu (Kroll, Nathan Allen)
Date: Wed, 13 Jul 2005 12:20:50 -0500
Subject: [rt-users] mysql slowness
Message-ID: <83B691DE781219499913FBA1AD35B8A502B412F2@email.msoe.edu>

I checked the group rights and the only right Everyone has is
ModifyOwnMembership.  Howver, on the query builder page, for the Owner
is drop down, there seems to be every email address we've ever entered
on a ticket for requestor.  The requestor role isn't allowed to
OwnTickets either though.  Why would every contact show up as a possible
owner if you can't select them as an owner when creating a ticket?

Thanks,
Nate

-----Original Message-----
From: Jesse Vincent [mailto:jesse at bestpractical.com] 
Sent: Wednesday, July 13, 2005 12:03 PM
To: Kroll, Nathan Allen
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] mysql slowness




On Wed, Jul 13, 2005 at 10:57:07AM -0500, Kroll, Nathan Allen wrote:
> I found a little more out about this problem we seem to be having. The
> slowest part seems to be when loading the query builder page and this
> mysql query is run:
> 
> SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL
> ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4  WHERE
> ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId
=
> Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId))
AND
> ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND
> ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND  ( (
> ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND
(
> Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined'
OR
> Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain =
> 'RT::Queue-Role' )  )  AND Groups_3.Type = ACL_2.PrincipalType) )  AND
> (ACL_2.ObjectType = 'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue')
)
> ORDER BY main.Name ASC;
> 
> The query has taken up to 59 seconds and is the most frequent slow
query
> logged to mysql.  The query returns about 2100 results.  Is this
normal
> for people or is something fubar-ed on our setup?

Perhaps you've granted "Everyone" the right to OwnTickets. Which isn't
likely what you meant.



From ktm at it.is.rice.edu  Wed Jul 13 12:47:30 2005
From: ktm at it.is.rice.edu (Kenneth Marshall)
Date: Wed, 13 Jul 2005 11:47:30 -0500
Subject: [rt-users] mysql slowness
In-Reply-To: <83B691DE781219499913FBA1AD35B8A502B412E5@email.msoe.edu>
References: <83B691DE781219499913FBA1AD35B8A502B412E5@email.msoe.edu>
Message-ID: <20050713164729.GF17225@it.is.rice.edu>

Nate,

We also see this problem with a PostgreSQL DB on the same query.
This is not surprising considering what the query is doing. I thought
that there was some work being done to either provide some sort of
cache or materialized view to reduce the average cost of this query.

Ken

On Wed, Jul 13, 2005 at 10:57:07AM -0500, Kroll, Nathan Allen wrote:
> I found a little more out about this problem we seem to be having. The
> slowest part seems to be when loading the query builder page and this
> mysql query is run:
> 
> SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL
> ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4  WHERE
> ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId =
> Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND
> ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND
> ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND  ( (
> ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND (
> Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR
> Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain =
> 'RT::Queue-Role' )  )  AND Groups_3.Type = ACL_2.PrincipalType) )  AND
> (ACL_2.ObjectType = 'RT::System' OR  (ACL_2.ObjectType = 'RT::Queue') )
> ORDER BY main.Name ASC;
> 
> The query has taken up to 59 seconds and is the most frequent slow query
> logged to mysql.  The query returns about 2100 results.  Is this normal
> for people or is something fubar-ed on our setup?
> 
> Also, the CachedGroupMembers table has about 170000 rows in it.  Is this
> normal for a rt setup with about 19000 tickets and less than 30 users?
> 
> Thanks,
> 
> Nate
> 
> 
> -----Original Message-----
> 
> So upon upgrading to 3.4 (latest debian release), we started to notice
> extreme slowness (in excess of 2 minutes) upon loading the query builder
> or sometimes when trying to create a new ticket.  To try to troubleshoot
> this, first I tried to move from apache1 and mod_perl to apache2 with
> fastcgi.  There was some improvement, but still taking minutes to load
> sometimes and fastcgi needed apache2 to be restarted daily otherwise it
> hung.  When watching the processes via top while loading query builder
> or
> doing any of the other "slow" tasks, the mysqld process would sometimes
> use upwards of 80-90 percent of the CPU.  Due to the different
> combinations of apache, apache2, and modperl, fastcgi, and speedycgi,
> the
> observation from top leads me to believe that the slowness is not due to
> the webserver or perl processor, but due to mysql.  We have close to
> 19,000 tickets and numerious users in our system and it's never been
> super
> fast, but with 3.4, it's becoming unbearable.
> 
> 
> 
> I'm wondering if anyone has any ideas to try and speed mysql or
> everything
> up in general.  Has anyone else had this problem with so many tickets?
> Is
> the solution to drop some of the historical tickets?
> 
> 
> 
> Any help is greatly appreciated.  Thanks!
> 
> 
> 
> Nate Kroll
> 
> Milwaukee School of Engineering
> 
> 
> _______________________________________________
> 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 rblanco at ats-connection.com.br  Wed Jul 13 15:28:15 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Wed, 13 Jul 2005 16:28:15 -0300
Subject: [rt-users] Doubt RT
Message-ID: 

Hi folks,
 
                I'm creating a "scrip" to do some activities in the
Ticket creation process, but I'm having some problems with the value of
creation date.
                I'm getting the value of "$self->TicketObj->Created" and
it's returning a value with a difference about 3 hours. 
 
                Anyone has an idea to solve it?
 
Regards,
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From trask at lyris.com  Wed Jul 13 16:43:43 2005
From: trask at lyris.com (Trask Rogers)
Date: Wed, 13 Jul 2005 13:43:43 -0700
Subject: [rt-users] Possible to create scrips for "users" ?
Message-ID: 

I've done something using the stub function "CanonicalizeUserInfo" in the User object by creating a User_Local.pm in the local/ tree.  Here's the function in User.pm for your convenience:

=item CanonicalizeUserInfo HASH of ARGS

# CanonicalizeUserInfo can convert all User->Create options.
# it takes a hashref of all the params sent to User->Create and
# returns that same hash, by default nothing is done.

# This function is intended to allow users to have their info looked up via
# an outside source and modified upon creation.

=cut

sub CanonicalizeUserInfo {
    my $self = shift;
    my $args = shift;
    my $success = 1;

    return ($success);
}


----------------------
Trask Rogers
Technical Support Engineer
Lyris Technologies, Inc.



> Has anyone created any scrips to run when a new user is created?
> 
> specifically new users via the "Autocreated on ticket submission" when an
> email is sent to RT?
> 
> maybe this is more of a custom code thing than a scrip but any ideas or
> thoughts are welcome.
> 
> T.J. Maciak

> Internet/Intranet Developer
> Department of IT
> City of Grand Rapids
> P: (616)456-3713
> F: (616)456-3448


> 



From trs at bestpractical.com  Wed Jul 13 16:44:25 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Wed, 13 Jul 2005 16:44:25 -0400
Subject: [rt-users] Doubt RT
In-Reply-To: 
References: 
Message-ID: <42D57D29.7020000@bestpractical.com>

Rodrigo Blanco wrote:
> Hi folks,
> 
>                 I?m creating a ?scrip? to do some activities in the 
> Ticket creation process, but I?m having some problems with the value of 
> creation date.
> 
>                 I?m getting the value of ?$self->TicketObj->Created? and 
> it?s returning a value with a difference about 3 hours.
> 
>                 Anyone has an idea to solve it?

My first thought is that perhaps a timezone is set differently somewhere 
along the line.

Cheers,
Tom


From mcmorran at mdibl.org  Wed Jul 13 16:58:52 2005
From: mcmorran at mdibl.org (Roy McMorran)
Date: Wed, 13 Jul 2005 16:58:52 -0400
Subject: [rt-users] make initdb dumps core
In-Reply-To: <20050315202153.GE1950@bestpractical.com>
References: <42372EC3.5010305@mdibl.org>
	
	<42373BE6.30008@mdibl.org>
	
	<423740F7.1030700@mdibl.org>
	<20050315202153.GE1950@bestpractical.com>
Message-ID: <42D5808C.9030900@mdibl.org>

Hello folks,
I'm building a fresh install of RT 3.4.2 on a new system:
Solaris 9, freshly paved
Perl 5.8.7
MySQL 4.1.2

and I'm hitting a wall at "make initdb" when it tries to "Create templates":

root at testbed# gmake initdb
/usr/local/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init 
--dba root --prompt-for-dba-password
In order to create or update your RT database,this script needs to 
connect to your mysql instance on localhost as root.
Please specify that user's database password below. If the user has no 
database
password, just press return.

Password:
Now creating a database for RT.
Creating mysql database rt3.
Now populating database schema.
Creating database schema.
Done setting up database schema.
Now inserting database ACLs
Done setting up database ACLs.
Now inserting RT core system objects
Checking for existing system user...not found.  This appears to be a new 
installation.
Creating system user...done.
Now inserting RT data
Creating Superuser  ACL...done.
Creating groups...3.4.5.6.7.8.9.done.
Creating users...10.12.done.
Creating queues...1.2.done.
Creating ACL...2.3.done.
Creating ScripActions...1.2.3.4.5.6.7.8.9.10.11.12.13.14.15.16.17.done.
Creating ScripConditions...1.2.3.4.5.6.7.8.9.10.done.
Creating templates...1.gmake: *** [initialize-database] Bus Error (core 
dumped)

It appears to be dying inside DBIx::SearchBuilder::Handle ...here are 
the last few lines of a perl -d trace
(I can provide the rest if needed):

DBIx::SearchBuilder::Handle::SimpleQuery(/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:477):
477:        my $executed;
478:        {
DBIx::SearchBuilder::Handle::SimpleQuery(/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:479):
479:            no warnings 'uninitialized' ; # undef in bind_values 
makes DBI sad
DBIx::SearchBuilder::Handle::SimpleQuery(/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:480):
480:            eval { $executed = $sth->execute(@bind_values) };
DBIx::SearchBuilder::Handle::SimpleQuery(/usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm:480):
480:            eval { $executed = $sth->execute(@bind_values) };

Any ideas on what might be wrong?

Thanks and best wishes,
-r

PS: Thanks for RT, it is awesome!

-- 
Roy McMorran
Systems Administrator
MDI Biological Laboratory
Old Bar Harbor Road
P.O. Box 35
Salisbury Cove, ME  04672
207-288-3605 Ext. 127
mcmorran at mdibl.org



From kballing at sci.utah.edu  Wed Jul 13 17:43:26 2005
From: kballing at sci.utah.edu (Kyle Balling)
Date: Wed, 13 Jul 2005 15:43:26 -0600
Subject: [rt-users] access RTFM without login
In-Reply-To: <42D4031E.1@sci.utah.edu>
References: <42D4031E.1@sci.utah.edu>
Message-ID: <42D58AFE.40600@sci.utah.edu>

Toly,
    It may have something to do with the NoAuth directory that can be 
configured on the apache server. I've never tried making in work, but 
I'd also like to know how it is done.
    Anyone else who could help us, we're all ears. (even though e-mails 
are rarely heard).

thanks,
Kyle Balling


From Kendric.Beachey at garmin.com  Wed Jul 13 17:55:51 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Wed, 13 Jul 2005 16:55:51 -0500
Subject: [rt-users] RT develops sudden bouts of amnesia regarding logged-in
	users
Message-ID: <20050713221827.1CF434D8013@diesel.bestpractical.com>

First off, let me apologize for running a fairly ancient version of RT.  We
are on 2.0.11pre, which is equivalent to 2.0.12.

Quite some time ago I hacked our system to authenticate against our Novell
NDS via LDAP.  This has worked happily for a few years now.

Today RT has begun kicking people out a lot.  After you log in, you might
get to view a ticket or do a search, but if you try to refine your search or
click a header to sort a different way, or tweak the people attached to a
ticket, just for instance, you often find yourself staring at the login
screen again.  Logging in again generally gets you where you were trying to
go (although search criteria are often forgotten).  But you'll probably have
to re-re-login again several clicks later.

Occasionally, a page will appear to have worked fine, but on closer
inspection, it's missing something.  For instance, a ticket displays pretty
much fine, but the contents of all the correspondence is not shown.  Or a
combo box of potential ticket owners has no contents.

My very-slightly-educated guess is that our LDAP server might be flipping
its lid and bouncing people, sometimes right in the middle of a page render,
which could explain the partly rendered pages.

Or am I barking up the wrong tree?  Does this sound more like something else
that anyone can recognize?
--
Kendric Beachey 


            ------------------------- 
This e-mail and any attachments may contain confidential material for the sole use of the intended recipient.  If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited.  If you have received this e-mail in error, please contact the sender and delete all copies. 
Thank you for your cooperation 

-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/ms-tnef
Size: 3074 bytes
Desc: not available
URL: 

From Julian_Dunn at cbc.ca  Wed Jul 13 18:34:43 2005
From: Julian_Dunn at cbc.ca (Julian C. Dunn)
Date: Wed, 13 Jul 2005 18:34:43 -0400
Subject: [rt-users] preventing requestors from assigning new tickets to
	people
Message-ID: <1121294083.2604.37.camel@localhost>

Hello,

In our environment we allow most of our users to have some rights in RT
(i.e. they don't just have RT self serve access). Unfortunately, it
means that many of them can create tickets and assign them to people on
the responsible team (by setting "Owner" on ticket creation). I don't
want this to happen.

Is there a right I can revoke from these users to prevent them from
doing this? I couldn't find anything from reading the Wiki.

- Julian

-- 
-- Julian C. Dunn, B.A.Sc, P.Eng.  
-- Platform Administrator, CBC.ca Production & Operations
-- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592



From matiastraveling at gmail.com  Wed Jul 13 19:28:21 2005
From: matiastraveling at gmail.com (Matias K.)
Date: Thu, 14 Jul 2005 02:28:21 +0300
Subject: [rt-users] Problems with sendmail From: header
Message-ID: <2856e99e05071316282be931f4@mail.gmail.com>

Hello! 
Im using rt3 on Debian Sarge with sendmail. I'm having a bit troubles
with sendmail. RT gets incoming emails with fetchmail just fine, but
when it autoreplys to ticket-senders the email seems to be coming from
www-data at localhost.localdomain.
This has something to do with sendmails trusted-users? 
I was browsing the list earlier and found out somebody had the similar
kind of problems and it was replied that go check the articles on
www.fsck.com/rtfm, there you'll find the solution. I could find it
there :)
Is someone able to help me or point me to an page with a solution?
Thank you in advance.


From mengland at mengland.net  Wed Jul 13 19:36:19 2005
From: mengland at mengland.net (Matt England)
Date: Wed, 13 Jul 2005 18:36:19 -0500
Subject: [rt-users] Problem with users who use email and SelfService
In-Reply-To: <54D92E8EB0F07A4CA1FB15FDC53EC1E9671088@ir-ex-01.corp.randm
	cnally.com>
References: <54D92E8EB0F07A4CA1FB15FDC53EC1E9671088@ir-ex-01.corp.randmcnally.com>
Message-ID: <6.1.2.0.2.20050713183517.07c6eab0@127.0.0.1>

An HTML attachment was scrubbed...
URL: 

From ran.chen at net263.com  Wed Jul 13 21:27:28 2005
From: ran.chen at net263.com (=?gb2312?B?s8LIuw==?=)
Date: Thu, 14 Jul 2005 09:27:28 +0800
Subject: [rt-users] Hi,Here's a question
Message-ID: <009901c58813$32f3c5c0$4ac6a8c0@CCF068A4B0192D>

Hi,
To my company,RT is great.Thanks to U all.
I've built some custom fields which are applied to tickets.
And I don't know how to use those custom fields to search or query.
I really want to.
What can I do?

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From mengland at mengland.net  Wed Jul 13 22:28:57 2005
From: mengland at mengland.net (Matt England)
Date: Wed, 13 Jul 2005 21:28:57 -0500
Subject: [rt-users] Where to insert the AutogeneratedPassword
	template text?
In-Reply-To: <6.1.2.0.2.20050712102502.07844a30@127.0.0.1>
References: <6.1.2.0.2.20050712102502.07844a30@127.0.0.1>
Message-ID: <6.1.2.0.2.20050713212246.0802ea80@127.0.0.1>

I'm still trying to figure out how to change a template as per the email below.

I see the AutogeneratedPassword template text in etc/initialdata, and I 
have yet to definitely determine where this template is used in the core 
source (although lib/RT/Action/Autoreply.pm looks promising).

Bottom line: I don't know the procedure for getting the 
autoreply-email-text to change.  I put the changes into etc/initialdata, 
rebooted my webserver, and still not change in my autoreply email.  :(

Maybe I'm doing something wrong in my test?

If not, can someone point me to where/how I change these "templates"?

-Matt


At 7/12/2005 10:28 AM, Matt England wrote:
>Hello,
>
>For us rookies (like me), where do I insert the "template text" found at
>
>http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword
>
>?
>
>I'm assuming that this gizmo will autogenerate and copy in the email:
>
>1) a Weblink to the ticket (which is probably generated by some other 
>gizmo, but it just copied in the email)
>2) a new username for the requesting user
>3) a password for the new username.
>
>Are my assumptions correct?
>
>-Matt
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From m3freak at rogers.com  Wed Jul 13 22:52:11 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Wed, 13 Jul 2005 22:52:11 -0400
Subject: [rt-users] Where to insert the AutogeneratedPassword template
	text?
In-Reply-To: <6.1.2.0.2.20050713212246.0802ea80@127.0.0.1>
References: <6.1.2.0.2.20050712102502.07844a30@127.0.0.1>
	<6.1.2.0.2.20050713212246.0802ea80@127.0.0.1>
Message-ID: <1121309531.7036.65.camel@krs>

On Wed, 2005-13-07 at 21:28 -0500, Matt England wrote:
> Bottom line: I don't know the procedure for getting the 
> autoreply-email-text to change.  I put the changes into etc/initialdata, 
> rebooted my webserver, and still not change in my autoreply email.  :(

We have a Support queue in which we've created an auto reply template.
The template itself contains the code required to auto generate a
password if the user doesn't have one already, or to simply remind
him/her how to have it reset if the password has been forgotten.

The template is based almost entirely on the one in the wiki.  Here's
the relevant bit from our template:

{
*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;

if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&

    (!$Transaction->CreatorObj->Privileged) &&
    ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
    ) {

        my $user = RT::User->new($RT::SystemUser);
        $user->Load($Transaction->CreatorObj->Id);
        my ($stat, $pass) = $user->SetRandomPassword();

        if (!$stat) {
                $OUT .= "An internal error has occurred. Request Tracker
was not able to set a password for you.  Please phone Systems Aligned
Technical Support for assistance.";

        }

$OUT .= "You can review the current status and history of your requests
at:

        ".$RT::WebURL."

Our technical support system has automatically assigned you a password.
When prompted, enter the following user name and password at the login
page:

        User name: ".$user->Name."
        Password : ".$pass."

We recommend you change your password after you sign into the support
website.
";
      }
else  
      {

$OUT .= "If you do not remember your password for the Support website,
you can reset it by sending an email to [        some address        ]
with the subject, Reset Password.  Your password will be automatically
reset and the new one emailed to you.";
      }
}


We use a basic scrip that fires when an email is sent to the Support
queue.  The auto reply (above) is the one that is sent out.

Does that help?

Regards,

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



From pdh at bestpractical.com  Thu Jul 14 00:25:41 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Thu, 14 Jul 2005 14:25:41 +1000
Subject: [rt-users] mysql slowness
In-Reply-To: <83B691DE781219499913FBA1AD35B8A502B412F2@email.msoe.edu>
References: <83B691DE781219499913FBA1AD35B8A502B412F2@email.msoe.edu>
Message-ID: <20050714042541.GA3498@bestpractical.com>

Kroll, Nathan Allen wrote:
> I checked the group rights and the only right Everyone has is
> ModifyOwnMembership.  Howver, on the query builder page, for the Owner
> is drop down, there seems to be every email address we've ever entered
> on a ticket for requestor.  The requestor role isn't allowed to
> OwnTickets either though.  Why would every contact show up as a possible
> owner if you can't select them as an owner when creating a ticket?

Have you checked both per-queue /and/ global rights? What about
rights for Unprivileged?
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Thu Jul 14 00:40:05 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Thu, 14 Jul 2005 14:40:05 +1000
Subject: [rt-users] make initdb dumps core
In-Reply-To: <42D5808C.9030900@mdibl.org>
References: <42372EC3.5010305@mdibl.org>
	
	<42373BE6.30008@mdibl.org>
	
	<423740F7.1030700@mdibl.org>
	<20050315202153.GE1950@bestpractical.com>
	<42D5808C.9030900@mdibl.org>
Message-ID: <20050714044005.GB3498@bestpractical.com>

Roy McMorran wrote:
> Creating templates...1.gmake: *** [initialize-database] Bus Error (core 
> dumped)
> 
> It appears to be dying inside DBIx::SearchBuilder::Handle ...here are 
> the last few lines of a perl -d trace
> (I can provide the rest if needed):

Using DBD::mysql 3.000? Try any other version. :-)
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From nate at natetech.com  Thu Jul 14 01:01:37 2005
From: nate at natetech.com (Nate Duehr)
Date: Wed, 13 Jul 2005 23:01:37 -0600
Subject: [rt-users] rtx-shredder & Debian official packages?
Message-ID: <42D5F1B1.5050101@natetech.com>

Hi all,

Anyone have any notes on using Ruslan's RTx-Shredder and the official
Debian "Sarge" RT packages, i.e. how to get it installed "correctly", etc.

I have a rather large RT database that needs to be made smaller and have
been using the RT packages on a Debian system.

Tickets in the system back four or five years, and it's starting to make
MySQL pretty sluggish -- we probably don't need all of this old data.

I'd be willing to work through it.  I did see some Debian bugs and then
a retraction a while back about dh-make-perl not being able to build
RTx-Shredder correctly because the perl module looked for user input at
the time.  Also since the Debian packages scatter RT around the
filesystem a bit (mostly in /usr/share/request-tracker3), I'm wondering
what the "correct" answer is to the question, "Where is your RT root
directory."

Thanks for any assistance.

Nate Duehr, nate at natetech.com


From robertngo at perridot.com  Thu Jul 14 04:12:26 2005
From: robertngo at perridot.com (Robert Ngo)
Date: Thu, 14 Jul 2005 16:12:26 +0800
Subject: [rt-users] problem with rt installation
Message-ID: <42D61E69.2070403@perridot.com>

Hi,


i have installed RT: Request Tracker on the my RHEL3 server with apache 
1.3.27 and mod_perl 1.26

i add in the httpd.conf the following line


        ServerAdmin webmaster
        ServerName rt.example.com
        ServerAlias rt
DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8

    PerlModule Apache::DBI
    PerlRequire /opt/rt3/bin/webmux.pl

    
     SetHandler perl-script
     PerlHandler RT::Mason
    


when i restart the httpd server there is a error message

Stopping httpd:                                            [  OK  ]
Starting httpd: [Thu Jul 14 14:51:27 2005] [error] Can't locate 
strict.pm in @INC (@INC contains: /usr/lib/perl5/5.6.1/i386-linux 
/usr/lib/perl5/5.6.1 /usr/lib/perl5/site_perl/5.6.1/i386-linux 
/usr/lib/perl5/site_perl/5.6.1 /usr/lib/perl5/site_perl 
/usr/lib/perl5/vendor_perl/5.6.1/i386-linux 
/usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl . 
/etc/httpd/ /etc/httpd/lib/perl) at 
/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/Apache.pm line 3.!BEGIN 
failed--compilation aborted at 
/usr/lib/perl5/vendor_perl/5.6.1/i386-linux/Apache.pm line 
3.!Compilation failed in require at (eval 1) line 3.!
Syntax error on line 2653 of /etc/httpd/conf/httpd.conf:
Can't locate Apache/DBI.pm in @INC (@INC contains: 
/usr/lib/perl5/5.6.1/i386-linux /usr/lib/perl5/5.6.1 
/usr/lib/perl5/site_perl/5.6.1/i386-linux /usr/lib/perl5/site_perl/5.6.1 
/usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.6.1/i386-linux 
/usr/lib/perl5/vendor_perl/5.6.1 /usr/lib/perl5/vendor_perl . 
/etc/httpd/ /etc/httpd/lib/perl) at (eval 2) line 3.

                                                           [FAILED]

what is wrong with this httpd setting?


i have try to use fastcgi, i installed mod_ fastcgi change the 
httpd.conf to


        ServerAdmin webmaster at perridot.my
        ServerName rt.example.com
        ServerAlias rt
    #DocumentRoot /opt/rt3/share/html
    #AddDefaultCharset UTF-8
 
    #PerlModule Apache::DBI
    #PerlRequire /opt/rt3/bin/webmux.pl
 
    #
    # SetHandler perl-script
    # PerlHandler RT::Mason
    #
DocumentRoot /opt/rt3/share/html
    AddDefaultCharset UTF-8
    # Adding the following for RT (the ticket tracker)
    AddHandler fastcgi-script fcgi
    
      Options FollowSymLinks ExecCGI
      AllowOverride None
    
   # Pass through requests to for noauth
    Alias /NoAuth/ /opt/rt3/share/html/NoAuth/
  
  FastCgiIpcDir /tmp
  FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 
-processes 4
  ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi

there is still error when using fastcgi, error message in error_log

Can't locate FCGI.pm in @INC (@INC contains: /opt/rt3/local/lib 
/opt/rt3/lib /usr/lib/perl5/5.8.
3/i386-linux-thread-multi /usr/lib/perl5/5.8.3 
/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_p
erl/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/5.8.3/i386-linux-thread-multi /usr/li
b/perl5/vendor_perl/5.8.2/i386-linux-thread-multi 
/usr/lib/perl5/vendor_perl/5.8.1/i386-linux-th
read-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi 
/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_per
l/5.8.0 /usr/lib/perl5/vendor_perl .) at 
/usr/lib/perl5/5.8.3/CGI/Fast.pm line 22.
BEGIN failed--compilation aborted at /usr/lib/perl5/5.8.3/CGI/Fast.pm 
line 22.
Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 55.
[Thu Jul 14 15:51:25 2005] [warn] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" (pid 15654)
terminated by calling exit with status '2'
[Thu Jul 14 15:51:29 2005] [warn] FastCGI: server 
"/opt/rt3/bin/mason_handler.fcgi" restarted (p

any one here have encounter such problem before?


From hilde.rafaelsen at cc.uit.no  Thu Jul 14 04:29:53 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Thu, 14 Jul 2005 10:29:53 +0200
Subject: SV: [rt-users] Problem with mason handler
Message-ID: 

Hi,

Thanks, I installed Text::Quoted from CPAN and now all my errors are
gone.

Hilde 

-----Opprinnelig melding-----
Fra: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru] 
Sendt: 11. juli 2005 17:05
Til: Hilde T Lauvset Rafaelsen
Kopi: rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Problem with mason handler

Hilde T Lauvset Rafaelsen wrote:
> Hi,
> 
> Last week we upgrader RT from 3.0.30 to 3.4. We thought all went well,

> but today we get som errors in the httpd error_log.
> 
> When we add a comment or take a Ticket we got this error in the log
> file:
> [Fri Jul 08 13:07:14 2005] [error] [client 129.242.6.229] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized 
> value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line 
> 228., referer: http://rt.orakel.uit.no/ [Fri Jul 08 13:07:14 2005] 
> [error] [client 129.242.6.229] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized 
> value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line 
> 228., referer: http://rt.orakel.uit.no/
Install latest Text::Quoted from CPAN

> 
> When we press comment, RT displays two comments, one blank and the one

> we have written.
> 
> I thought it was because we was not using InnoDB, so I alter all the 
> Tables to use InnoDB, restartet mysl but the problem is still there.
> 
> Doen anybody know how to fix this?
> 
> Hilde
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 




From Ruslan.Zakirov at miet.ru  Thu Jul 14 04:37:25 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 12:37:25 +0400
Subject: [rt-users] rtx-shredder & Debian official packages?
In-Reply-To: <42D5F1B1.5050101@natetech.com>
References: <42D5F1B1.5050101@natetech.com>
Message-ID: <42D62445.70404@miet.ru>

Nate Duehr wrote:
> Hi all,
> 
> Anyone have any notes on using Ruslan's RTx-Shredder and the official
> Debian "Sarge" RT packages, i.e. how to get it installed "correctly", etc.
Only last RTx-Shredder dev snapshot supports 3.4
New snapshot is going to be with tests and this would help me speed up
development. I'll release it in one hour.

> 
> I have a rather large RT database that needs to be made smaller and have
> been using the RT packages on a Debian system.
> 
> Tickets in the system back four or five years, and it's starting to make
> MySQL pretty sluggish -- we probably don't need all of this old data.
> 
> I'd be willing to work through it.  I did see some Debian bugs and then
> a retraction a while back about dh-make-perl not being able to build
> RTx-Shredder correctly because the perl module looked for user input at
> the time.  Also since the Debian packages scatter RT around the
> filesystem a bit (mostly in /usr/share/request-tracker3), I'm wondering
> what the "correct" answer is to the question, "Where is your RT root
> directory."
See README to find out how to set up environment vars, then you can try
different values. May be I should clarify docs a little.

> 
> Thanks for any assistance.
> 
> Nate Duehr, nate at natetech.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 nate at natetech.com  Thu Jul 14 04:49:36 2005
From: nate at natetech.com (Nate Duehr)
Date: Thu, 14 Jul 2005 02:49:36 -0600
Subject: [rt-users] rtx-shredder & Debian official packages?
In-Reply-To: <42D62445.70404@miet.ru>
References: <42D5F1B1.5050101@natetech.com> <42D62445.70404@miet.ru>
Message-ID: <200507140249.36811.nate@natetech.com>

On Thursday 14 July 2005 02:37, Ruslan U. Zakirov wrote:
> Nate Duehr wrote:
> > Hi all,
> >
> > Anyone have any notes on using Ruslan's RTx-Shredder and the official
> > Debian "Sarge" RT packages, i.e. how to get it installed "correctly",
> > etc.
>
> Only last RTx-Shredder dev snapshot supports 3.4
> New snapshot is going to be with tests and this would help me speed up
> development. I'll release it in one hour.

Hi Ruslan... 

Ah, Debian "Sarge" (the current "stable" release of Debian is RT 3.0.12, not 
3.4.  I'm not sure what Debian "sid" (the current "unstable" release) has in 
it right now.

That may make a difference in your reply.

> See README to find out how to set up environment vars, then you can try
> different values. May be I should clarify docs a little.

Yeah, I guess I was looking for any of the folks listening to this list who 
are the official Debian package maintainers to see if they've got notes 
somewhere on the useage of your script with the default Debian package 
directory structure, etc.

I'll probably try to play with it this weekend.

Thanks for your time!

-- 
Nate Duehr, nate at natetech.com


From Ruslan.Zakirov at miet.ru  Thu Jul 14 05:05:10 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 13:05:10 +0400
Subject: [rt-users] rtx-shredder & Debian official packages?
In-Reply-To: <200507140249.36811.nate@natetech.com>
References: <42D5F1B1.5050101@natetech.com> <42D62445.70404@miet.ru>
	<200507140249.36811.nate@natetech.com>
Message-ID: <42D62AC6.1050902@miet.ru>

Nate Duehr wrote:
> On Thursday 14 July 2005 02:37, Ruslan U. Zakirov wrote:
> 
>>Nate Duehr wrote:
>>
>>>Hi all,
>>>
>>>Anyone have any notes on using Ruslan's RTx-Shredder and the official
>>>Debian "Sarge" RT packages, i.e. how to get it installed "correctly",
>>>etc.
>>
>>Only last RTx-Shredder dev snapshot supports 3.4
>>New snapshot is going to be with tests and this would help me speed up
>>development. I'll release it in one hour.
> 
> 
> Hi Ruslan... 
> 
> Ah, Debian "Sarge" (the current "stable" release of Debian is RT 3.0.12, not 
> 3.4.  I'm not sure what Debian "sid" (the current "unstable" release) has in 
> it right now.
Didn't know that.

> 
> That may make a difference in your reply.
Yeah. Real situation(user requests) shows that more people upgrade to
latest stable branch so I decided drop 3.0 compatibility, skip 3.2(there
was long delay in shredder releases) and jump to 3.4 and greater.

With 3.0 you can use RTx-Shredder up to 0.01_01 version.

> 
> 
>>See README to find out how to set up environment vars, then you can try
>>different values. May be I should clarify docs a little.
> 
> 
> Yeah, I guess I was looking for any of the folks listening to this list who 
> are the official Debian package maintainers to see if they've got notes 
> somewhere on the useage of your script with the default Debian package 
> directory structure, etc.
> 
> I'll probably try to play with it this weekend.
> 
> Thanks for your time!
> 


From Ruslan.Zakirov at miet.ru  Thu Jul 14 05:07:59 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 13:07:59 +0400
Subject: [rt-users] rtx-shredder & Debian official packages?
In-Reply-To: <200507140249.36811.nate@natetech.com>
References: <42D5F1B1.5050101@natetech.com> <42D62445.70404@miet.ru>
	<200507140249.36811.nate@natetech.com>
Message-ID: <42D62B6F.6020501@miet.ru>

Nate Duehr wrote:
> On Thursday 14 July 2005 02:37, Ruslan U. Zakirov wrote:
> 
>>Nate Duehr wrote:
>>
>>>Hi all,

[snip]

> 
>>See README to find out how to set up environment vars, then you can try
>>different values. May be I should clarify docs a little.
> 
> 
> Yeah, I guess I was looking for any of the folks listening to this list who 
> are the official Debian package maintainers to see if they've got notes 
> somewhere on the useage of your script with the default Debian package 
> directory structure, etc.
> 
> I'll probably try to play with it this weekend.
Please, send me patch or just instructions about this if you'll find out
how to do it.

> 
> Thanks for your time!
> 



From Ruslan.Zakirov at miet.ru  Thu Jul 14 05:10:39 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 13:10:39 +0400
Subject: [rt-users] preventing requestors from assigning new tickets to
	people
In-Reply-To: <1121294083.2604.37.camel@localhost>
References: <1121294083.2604.37.camel@localhost>
Message-ID: <42D62C0F.6040300@miet.ru>

Julian C. Dunn wrote:
> Hello,
> 
> In our environment we allow most of our users to have some rights in RT
> (i.e. they don't just have RT self serve access). Unfortunately, it
> means that many of them can create tickets and assign them to people on
> the responsible team (by setting "Owner" on ticket creation). I don't
> want this to happen.
> 
> Is there a right I can revoke from these users to prevent them from
> doing this? I couldn't find anything from reading the Wiki.
AFAICS from code user may assign owner if he has 'TakeTicket' or
'ModifyTicket'.

> 
> - Julian
> 



From Ruslan.Zakirov at miet.ru  Thu Jul 14 05:16:43 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 13:16:43 +0400
Subject: [rt-users] RT develops sudden bouts of amnesia regarding logged-in
	users
In-Reply-To: <20050713221827.1CF434D8013@diesel.bestpractical.com>
References: <20050713221827.1CF434D8013@diesel.bestpractical.com>
Message-ID: <42D62D7B.1060407@miet.ru>

Beachey, Kendric wrote:
> First off, let me apologize for running a fairly ancient version of RT.  We
> are on 2.0.11pre, which is equivalent to 2.0.12.
> 
> Quite some time ago I hacked our system to authenticate against our Novell
> NDS via LDAP.  This has worked happily for a few years now.
> 
> Today RT has begun kicking people out a lot.  After you log in, you might
> get to view a ticket or do a search, but if you try to refine your search or
> click a header to sort a different way, or tweak the people attached to a
> ticket, just for instance, you often find yourself staring at the login
> screen again.  Logging in again generally gets you where you were trying to
> go (although search criteria are often forgotten).  But you'll probably have
> to re-re-login again several clicks later.
> 
> Occasionally, a page will appear to have worked fine, but on closer
> inspection, it's missing something.  For instance, a ticket displays pretty
> much fine, but the contents of all the correspondence is not shown.  Or a
> combo box of potential ticket owners has no contents.
> 
> My very-slightly-educated guess is that our LDAP server might be flipping
> its lid and bouncing people, sometimes right in the middle of a page render,
> which could explain the partly rendered pages.
LDAP could bounce user only when you request for auth, RT request auth
only once when you enter login, then once per request to revalidate I think.

I can't comment on other things I don't know how RT2.x works, but anyway
logs could help(apache, rt...)

> 
> Or am I barking up the wrong tree?  Does this sound more like something else
> that anyone can recognize?
> --
> Kendric Beachey 
> 
> 
>             ------------------------- 
> This e-mail and any attachments may contain confidential material for the sole use of the intended recipient.  If you are not the intended recipient, please be aware that any disclosure, copying, distribution or use of this e-mail or any attachment is prohibited.  If you have received this e-mail in error, please contact the sender and delete all copies. 
> Thank you for your cooperation 
> 
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From Ruslan.Zakirov at miet.ru  Thu Jul 14 05:26:19 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 13:26:19 +0400
Subject: [rt-users] Moving RT from sparc to x86 OS on VMWare?
In-Reply-To: <007101c587c3$698518f0$12641fac@gdcan.com>
References: <007101c587c3$698518f0$12641fac@gdcan.com>
Message-ID: <42D62FBB.7060603@miet.ru>

Randy Millis (lists account) wrote:
> We are looking at moving our RT server from a SPARC Sunblade 150 running
> Solaris 9 over to an x86 OS on a VMWare ESX virtual infrastructure node.
>  
> Anyone done this?
>  
> Any comments?
>  
> I'm looking to answer a few things:
>  
> Which OS would I be better off using in terms of ease of setup and
> performance / cost / support:
>  
> - Fedora Core 3
> - Red Hat Enterprise Linux ES release 4 (update 1)
> - Solaris 10 x86
Which one you familiar with.
I don't like RH based distros(IMHO), but there is good InstallGuide for
RHEL4 on the wiki.


>  
> Any ideas on how to migrate from on RT release (3.0.3) on SPARC over to
> the new OS / platform and RT 3.4.2?
>  
> I was thinking:
>  
> - Install a minimal OS on the new Virtual node
> - Satisfy RT 3.4.2 dependencies
> - Install and configure 3.0.3 on the new virtual node
> - Copy the existing 3.0.3 database over and test
> - Upgrade to 3.4.2
> - Cut over the from the SPARC to the new virtual node
Roadmap looks good.

>  
> Any comments / suggestions?
> 
> The information contained in this e-mail message is PRIVATE. It may
> contain confidential information and may be legally privileged. It is
> intended for the exclusive use of the addressee(s). If you are not the
> intended recipient, you are hereby notified that any dissemination,
> distribution or reproduction of this communication is strictly
> prohibited. If the intended recipient(s) cannot be reached or if a
> transmission problem has occurred, please notify the sender immediately
> by return e-mail and destroy all copies of this message.
> Thank you.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From nate at natetech.com  Thu Jul 14 05:16:49 2005
From: nate at natetech.com (Nate Duehr)
Date: Thu, 14 Jul 2005 03:16:49 -0600
Subject: [rt-users] Problems with sendmail From: header
In-Reply-To: <2856e99e05071316282be931f4@mail.gmail.com>
References: <2856e99e05071316282be931f4@mail.gmail.com>
Message-ID: <200507140316.49813.nate@natetech.com>

On Wednesday 13 July 2005 17:28, Matias K. wrote:
> Hello!
> Im using rt3 on Debian Sarge with sendmail. I'm having a bit troubles
> with sendmail. RT gets incoming emails with fetchmail just fine, but
> when it autoreplys to ticket-senders the email seems to be coming from
> www-data at localhost.localdomain.

This is the default untrusted user Debian uses for Apache and packages that 
run under Apache.

> This has something to do with sendmails trusted-users?

I think so.  However I'm running exim here and can't help you directly with 
sendmail.  

Perhaps your sendmail logs or /var/log/deamon.log on Debian will give you a 
clue as to what's happening.  I would assume that sendmail is rewriting that 
From: header because some rule is set requiring it to use the real 
username/hostname of the process sending mail though it.   And since RT runs 
under the www-data user, that makes some sort of odd sense to my late-night 
brain...

From /usr/share/doc/rt3-clients/README.Debian : 

-----
If you are using Sendmail you will need to add rt-mailgate into the
/etc/mail/smrsh/ directory. Do something like:

ln -s /usr/bin/rt-mailgate /etc/mail/smrsh/rt-mailgate

The smrsh directory contains all the binaries that Sendmail is
permitted to run via the '|program' syntax in order to improve the
over all security of your system. See smrsh(8) for more details.
-----

Although I assume if you're opening tickets okay via e-mail this isn't the 
problem. 

-- 
Nate Duehr, nate at natetech.com


From rainer at ultra-secure.de  Thu Jul 14 06:50:27 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Thu, 14 Jul 2005 12:50:27 +0200
Subject: [rt-users] Hi,Here's a question
In-Reply-To: <009901c58813$32f3c5c0$4ac6a8c0@CCF068A4B0192D>
References: <009901c58813$32f3c5c0$4ac6a8c0@CCF068A4B0192D>
Message-ID: <42D64373.9040704@ultra-secure.de>

?? wrote:

> Hi,
> To my company,RT is great.Thanks to U all.
> I've built some custom fields which are applied to tickets.
> And I don't know how to use those custom fields to search or query.
> I really want to.
> What can I do?



You must select a queue first.
Then the CFs appear.



Rainer


From jphayes at gmail.com  Thu Jul 14 06:53:01 2005
From: jphayes at gmail.com (Jay)
Date: Thu, 14 Jul 2005 11:53:01 +0100
Subject: [rt-users] Hi,Here's a question
In-Reply-To: <42D64373.9040704@ultra-secure.de>
References: <009901c58813$32f3c5c0$4ac6a8c0@CCF068A4B0192D>
	<42D64373.9040704@ultra-secure.de>
Message-ID: <8d4ad9b905071403534d01b510@mail.gmail.com>

I was just looking at adding CF's,
What needs to be edited in order to add them?
Does anybody have any links to info on this?

On 7/14/05, Rainer Duffner  wrote:
> ?? wrote:
> 
> > Hi,
> > To my company,RT is great.Thanks to U all.
> > I've built some custom fields which are applied to tickets.
> > And I don't know how to use those custom fields to search or query.
> > I really want to.
> > What can I do?
> 
> 
> 
> You must select a queue first.
> Then the CFs appear.
> 
> 
> 
> Rainer
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>

From mcdent at gmail.com  Thu Jul 14 07:20:48 2005
From: mcdent at gmail.com (Mike Dent)
Date: Thu, 14 Jul 2005 12:20:48 +0100
Subject: [rt-users] Printing tickets?
Message-ID: <9e769e4e050714042011bb8af4@mail.gmail.com>

Hi,
is there any way the printing of RT tickets can be made to look prettier :)
Some kind of print view maybe.

Using RT 3.4.1 .

thanks
Mike


From hilde.rafaelsen at cc.uit.no  Thu Jul 14 07:31:39 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Thu, 14 Jul 2005 13:31:39 +0200
Subject: [rt-users] Drop down menu
Message-ID: 

Hi,

I want to show the Custom Fields in a drop down menu, rather than in a
list.

Does anybody know how I can tell RT to show CF in a drop down menu? I
assume there is a way to tell RT to show the database results in a drop
down menu?

I have tried to use SelectCustomFieldvalue, but I only get errors. Doen
anybody know however, where SelectCustomFieldValue is used in the RT
code?

Hilde



From glasser at bestpractical.com  Thu Jul 14 07:53:10 2005
From: glasser at bestpractical.com (David Glasser)
Date: Thu, 14 Jul 2005 08:53:10 -0300
Subject: [rt-users] rtx-shredder & Debian official packages?
In-Reply-To: <200507140249.36811.nate@natetech.com>
References: <42D5F1B1.5050101@natetech.com> <42D62445.70404@miet.ru>
	<200507140249.36811.nate@natetech.com>
Message-ID: 

On Jul 14, 2005, at 5:49 AM, Nate Duehr wrote:
>
> Ah, Debian "Sarge" (the current "stable" release of Debian is RT  
> 3.0.12, not
> 3.4.  I'm not sure what Debian "sid" (the current "unstable"  
> release) has in
> it right now.

Not so -- take a look at the request-tracker3.4 package.

--dave
   Code Monkey, Best Practical Solutions
-- 
David Glasser | glasser at bestpractical.com



From mengland at mengland.net  Thu Jul 14 07:55:22 2005
From: mengland at mengland.net (Matt England)
Date: Thu, 14 Jul 2005 06:55:22 -0500
Subject: [rt-users] Where to insert the AutogeneratedPassword
	template text?
In-Reply-To: <1121309531.7036.65.camel@krs>
References: <6.1.2.0.2.20050712102502.07844a30@127.0.0.1>
	<6.1.2.0.2.20050713212246.0802ea80@127.0.0.1>
	<1121309531.7036.65.camel@krs>
Message-ID: <6.1.2.0.2.20050714064838.04a5c4d8@127.0.0.1>

At 7/13/2005 09:52 PM, Kanwar Ranbir Sandhu wrote:
>Does that help?

Thanks very much for the reply; unfortunately, I still do not know how to 
proceed with updating my RT server to change the content of the 
auto-generated emails.

I understand many of the things written below (except maybe the part about 
Scrips).  I get the general concept.  I understand what it's doing.

*** I DON'T KNOW __HOW__ TO IMPLEMENT IT ***

Which file?  What procedure?  Where do I change the text and what must I do 
to get my system to update once I do make the appropriate changes?

I have installed an entire, working, RT system by myself, so it's not like 
I don't have some feel for this software.

For what it's worth, I updated the 'Autoreply' portion of 
/usr/local/rt3/etc/initialdata (my install is in /usr/local/rt3 and not 
/opt/rt3) with the template found at 
http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword .  I rebooted 
my Apache server.  No change in outbound email content (outbound email 
still has the old, default content, no new links, even when I send from an 
email account that's not previously registered in the database/system).

What file must I change, what procedure must I follow, etc?

>We have a Support queue in which we've created an auto reply template.

What *exactly* does this mean in terms of the nuts and bolts of a file 
sytem, a web page, what?  What interface?  Which file?  Which URL?

Still searching...

-Matt


At 7/13/2005 09:52 PM, Kanwar Ranbir Sandhu wrote:
>On Wed, 2005-13-07 at 21:28 -0500, Matt England wrote:
> > Bottom line: I don't know the procedure for getting the
> > autoreply-email-text to change.  I put the changes into etc/initialdata,
> > rebooted my webserver, and still not change in my autoreply email.  :(
>
>We have a Support queue in which we've created an auto reply template.
>The template itself contains the code required to auto generate a
>password if the user doesn't have one already, or to simply remind
>him/her how to have it reset if the password has been forgotten.
>
>The template is based almost entirely on the one in the wiki.  Here's
>the relevant bit from our template:
>
>{
>*RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>
>if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
>
>     (!$Transaction->CreatorObj->Privileged) &&
>     ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
>     ) {
>
>         my $user = RT::User->new($RT::SystemUser);
>         $user->Load($Transaction->CreatorObj->Id);
>         my ($stat, $pass) = $user->SetRandomPassword();
>
>         if (!$stat) {
>                 $OUT .= "An internal error has occurred. Request Tracker
>was not able to set a password for you.  Please phone Systems Aligned
>Technical Support for assistance.";
>
>         }
>
>$OUT .= "You can review the current status and history of your requests
>at:
>
>         ".$RT::WebURL."
>
>Our technical support system has automatically assigned you a password.
>When prompted, enter the following user name and password at the login
>page:
>
>         User name: ".$user->Name."
>         Password : ".$pass."
>
>We recommend you change your password after you sign into the support
>website.
>";
>       }
>else
>       {
>
>$OUT .= "If you do not remember your password for the Support website,
>you can reset it by sending an email to [        some address        ]
>with the subject, Reset Password.  Your password will be automatically
>reset and the new one emailed to you.";
>       }
>}
>
>
>We use a basic scrip that fires when an email is sent to the Support
>queue.  The auto reply (above) is the one that is sent out.
>
>Does that help?
>
>Regards,
>
>Ranbir
>--
>Kanwar Ranbir Sandhu
>Systems Aligned Inc.
>www.systemsaligned.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 miet.ru  Thu Jul 14 08:12:07 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 16:12:07 +0400
Subject: [rt-users] Where to insert the AutogeneratedPassword	template
	text?
In-Reply-To: <6.1.2.0.2.20050714064838.04a5c4d8@127.0.0.1>
References: <6.1.2.0.2.20050712102502.07844a30@127.0.0.1>	<6.1.2.0.2.20050713212246.0802ea80@127.0.0.1>	<1121309531.7036.65.camel@krs>
	<6.1.2.0.2.20050714064838.04a5c4d8@127.0.0.1>
Message-ID: <42D65697.6090504@miet.ru>

Matt England wrote:
> At 7/13/2005 09:52 PM, Kanwar Ranbir Sandhu wrote:
> 
>> Does that help?
> 
> 
> Thanks very much for the reply; unfortunately, I still do not know how
> to proceed with updating my RT server to change the content of the
> auto-generated emails.
> 
> I understand many of the things written below (except maybe the part
> about Scrips).  I get the general concept.  I understand what it's doing.
> 
> *** I DON'T KNOW __HOW__ TO IMPLEMENT IT ***
Don't worry, be happy.

> 
> Which file?  What procedure?  Where do I change the text and what must I
> do to get my system to update once I do make the appropriate changes?
You don't need touch any initial data. All you need you can do after
installation in the WebUI.
Login as root or other user with SuperUser right.

> 
> I have installed an entire, working, RT system by myself, so it's not
> like I don't have some feel for this software.
> 
> For what it's worth, I updated the 'Autoreply' portion of
> /usr/local/rt3/etc/initialdata (my install is in /usr/local/rt3 and not
> /opt/rt3) with the template found at
> http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword .  I
> rebooted my Apache server.  No change in outbound email content
> (outbound email still has the old, default content, no new links, even
> when I send from an email account that's not previously registered in
> the database/system).
> 
> What file must I change, what procedure must I follow, etc?
Goto Configuration tab in the WebUI, then Global->Templates.
Select 'autoreply' template. You should see page where you can edit
template.

Edit template.
Save changes.
Try again to send email.


> 
>> We have a Support queue in which we've created an auto reply template.
If queue specific autoreply template then edit it.

> 
> 
> What *exactly* does this mean in terms of the nuts and bolts of a file
> sytem, a web page, what?  What interface?  Which file?  Which URL?
> 
> Still searching...
> 
> -Matt
> 
> 
> At 7/13/2005 09:52 PM, Kanwar Ranbir Sandhu wrote:
> 
>> On Wed, 2005-13-07 at 21:28 -0500, Matt England wrote:
>> > Bottom line: I don't know the procedure for getting the
>> > autoreply-email-text to change.  I put the changes into
>> etc/initialdata,
>> > rebooted my webserver, and still not change in my autoreply email.  :(
>>
>> We have a Support queue in which we've created an auto reply template.
>> The template itself contains the code required to auto generate a
>> password if the user doesn't have one already, or to simply remind
>> him/her how to have it reset if the password has been forgotten.
>>
>> The template is based almost entirely on the one in the wiki.  Here's
>> the relevant bit from our template:
>>
>> {
>> *RT::User::GenerateRandomNextChar = \&RT::User::_GenerateRandomNextChar;
>>
>> if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
>>
>>     (!$Transaction->CreatorObj->Privileged) &&
>>     ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
>>     ) {
>>
>>         my $user = RT::User->new($RT::SystemUser);
>>         $user->Load($Transaction->CreatorObj->Id);
>>         my ($stat, $pass) = $user->SetRandomPassword();
>>
>>         if (!$stat) {
>>                 $OUT .= "An internal error has occurred. Request Tracker
>> was not able to set a password for you.  Please phone Systems Aligned
>> Technical Support for assistance.";
>>
>>         }
>>
>> $OUT .= "You can review the current status and history of your requests
>> at:
>>
>>         ".$RT::WebURL."
>>
>> Our technical support system has automatically assigned you a password.
>> When prompted, enter the following user name and password at the login
>> page:
>>
>>         User name: ".$user->Name."
>>         Password : ".$pass."
>>
>> We recommend you change your password after you sign into the support
>> website.
>> ";
>>       }
>> else
>>       {
>>
>> $OUT .= "If you do not remember your password for the Support website,
>> you can reset it by sending an email to [        some address        ]
>> with the subject, Reset Password.  Your password will be automatically
>> reset and the new one emailed to you.";
>>       }
>> }
>>
>>
>> We use a basic scrip that fires when an email is sent to the Support
>> queue.  The auto reply (above) is the one that is sent out.
>>
>> Does that help?
>>
>> Regards,
>>
>> Ranbir
>> -- 
>> Kanwar Ranbir Sandhu
>> Systems Aligned Inc.
>> www.systemsaligned.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 les at futuresource.com  Thu Jul 14 08:40:41 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 14 Jul 2005 07:40:41 -0500
Subject: [rt-users] Moving RT from sparc to x86 OS on VMWare?
In-Reply-To: <42D62FBB.7060603@miet.ru>
References: <007101c587c3$698518f0$12641fac@gdcan.com>
	<42D62FBB.7060603@miet.ru>
Message-ID: <1121344841.13545.7.camel@les-home.futuresource.com>

On Thu, 2005-07-14 at 04:26, Ruslan U. Zakirov wrote:

> > Which OS would I be better off using in terms of ease of setup and
> > performance / cost / support:
> >  
> > - Fedora Core 3
> > - Red Hat Enterprise Linux ES release 4 (update 1)
> > - Solaris 10 x86
> Which one you familiar with.
> I don't like RH based distros(IMHO), but there is good InstallGuide for
> RHEL4 on the wiki.

If you don't need vendor support, Centos4 http://www.centos.org/ is a
free alternative that is rebuilt from the RHEL4 source RPMS.  Fedora
will work but the fast release cycle makes it hard to keep a server up
to date.

-- 
  Les Mikesell
    lesmikesell at gmail.com




From jhajas at orco.cz  Thu Jul 14 08:18:36 2005
From: jhajas at orco.cz (Josef Hajas)
Date: Thu, 14 Jul 2005 14:18:36 +0200
Subject: [rt-users] on correspond external condition doesn't work
Message-ID: <1121343516.8684.17.camel@localhost>

Hello,
I'm trying to set scrip which should be triggered when some update
(reply to solver questions etc.) from requestor is received. I need to
set state atribut to open.

But correspond condition doesn't work in this task for me. I installed
AnyTransactionSource.pm
(http://wiki.bestpractical.com/index.cgi?AnyTransactionSource ) and I've
noticed that when I send reply to requestor "On Correspond Internal" is
triggered but when requestor send me an update "On Correspond External"
doesn't work.

I'm using fetchmail to download email of requestor with this config:

set daemon 30
poll 192.168.0.1
protocol POP3
username rt32
pass ******
mda "/usr/local/rt3/bin/rt-mailgate --action comment --url
http://helpdesk/ --queue helpdesk"

I'm using RT 3.2 with apache 1.3.33 staticly linked with mod_perl.

Any ideas?

Thank you

Josef Hajas


From fjonckers at Interconnect.be  Thu Jul 14 08:52:03 2005
From: fjonckers at Interconnect.be (Filip Jonckers)
Date: Thu, 14 Jul 2005 14:52:03 +0200
Subject: [rt-users] Drop down menu
Message-ID: 


copy rt\Elements\EditCustomFields to
rt\local\html\Elements\EditCutsomFields

edit rt\local\html\Elements\EditCutsomFields

at the bottom you will find:

<%ARGS>
$Object => undef
$CustomField => undef
$NamePrefix => undef
$Rows => 5
$Cols => 15
$Default => undef


change the $Rows value to 1

$Rows => 1


that's it...

Filip


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




From Richard.Skelton at infineon.com  Thu Jul 14 08:47:56 2005
From: Richard.Skelton at infineon.com (Richard Skelton)
Date: Thu, 14 Jul 2005 13:47:56 +0100
Subject: [rt-users] Moving RT from sparc to x86 OS on VMWare?
In-Reply-To: <1121344841.13545.7.camel@les-home.futuresource.com>
References: <007101c587c3$698518f0$12641fac@gdcan.com>	<42D62FBB.7060603@miet.ru>
	<1121344841.13545.7.camel@les-home.futuresource.com>
Message-ID: <42D65EFC.6090200@infineon.com>

Hi,
Solaris x86 is great for RT and as you are already using Solaris on 
sparc this would be the best solution.
Solaris 10 is also FREE :-)
Just pick a machine that meets the HCL
http://www.sun.com/bigadmin/hcl/

Les Mikesell wrote:

>On Thu, 2005-07-14 at 04:26, Ruslan U. Zakirov wrote:
>
>  
>
>>>Which OS would I be better off using in terms of ease of setup and
>>>performance / cost / support:
>>> 
>>>- Fedora Core 3
>>>- Red Hat Enterprise Linux ES release 4 (update 1)
>>>- Solaris 10 x86
>>>      
>>>
>>Which one you familiar with.
>>I don't like RH based distros(IMHO), but there is good InstallGuide for
>>RHEL4 on the wiki.
>>    
>>
>
>If you don't need vendor support, Centos4 http://www.centos.org/ is a
>free alternative that is rebuilt from the RHEL4 source RPMS.  Fedora
>will work but the fast release cycle makes it hard to keep a server up
>to date.
>
>  
>

-- 



Cheers

Richard Skelton
Richard.Skelton at infineon.com
Infineon Technologies UK Ltd
Infineon House
Great Western Court
Hunts Ground Road
Stoke Gifford
Bristol
BS34 8HP
Tel +44(0)117 9528808


From Ruslan.Zakirov at miet.ru  Thu Jul 14 09:08:06 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 17:08:06 +0400
Subject: [rt-users] [ANNOUNCE] RTx-Shredder 0.01_03 has entered CPAN
Message-ID: <42D663B6.2070601@miet.ru>

	Hello, rt-users.

Much water has flowed under the bridges since then I announced
RTx-Shredder releases.

Here is new one development release with three major features:
	* 3.4 support, 3.(0..2).x support dropped
	* test suite
	* sqldump that allow restore data

Test suite uses SQLite backend and standalone DBs, so your production
DBs wouldn't be corrupted while testing.

*WARNING: Please, wait for stable releases, don't run anything except
_test suite_ on your production servers.*

I hope that rt-users help me write tests. Test suite is *very important*
thing for RTx-Shredder distribution, much important then for any other
distribution, because if we have good test suite then we could be shure
for XX% that shredder wouldn't break our RTs.

You can help me with any feedback you have.

Changes since 0.01
v0.01_03
        * WARN: rtx-validator may fails, I don't update it
        * fix: ObjectCFV issues
        * fea: tests framework!!!
        * upd: basic tests
        * upd: 00skeleton.t file
        * fea: shredder dies if some methods are redefined
               this is done to be forward compatible
               and die before we could break something
        * upd: Todo changes

v0.01_02
        * WARN: basic RT >= 3.4.x support
        * 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
        * fea: get rid of configure script and all .in files
               now we use Module::Install::Substitute
        * upd: rtx-shredder args parsing cleanup
        * upd: Distribution doesn't require Getopt::Simple any more
        * fea: new --object option for rtx-shredder script
        * fix: Transactions, ObjectCustomFieldValues, Attributes are handled

v0.01_01
        * WARN: this is last version you can use with RT 3.0.x
        * fix: validator now works


From hilde.rafaelsen at cc.uit.no  Thu Jul 14 09:06:31 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Thu, 14 Jul 2005 15:06:31 +0200
Subject: SV: [rt-users] Drop down menu
Message-ID: 

Thanks,

I've already tried that, but I don't get a drop down menu, I still have
to scroll down.

Hilde 

-----Opprinnelig melding-----
Fra: Filip Jonckers [mailto:fjonckers at Interconnect.be] 
Sendt: 14. juli 2005 14:52
Til: Hilde T Lauvset Rafaelsen; rt-users at lists.bestpractical.com
Emne: RE: [rt-users] Drop down menu


copy rt\Elements\EditCustomFields to
rt\local\html\Elements\EditCutsomFields

edit rt\local\html\Elements\EditCutsomFields

at the bottom you will find:

<%ARGS>
$Object => undef
$CustomField => undef
$NamePrefix => undef
$Rows => 5
$Cols => 15
$Default => undef


change the $Rows value to 1

$Rows => 1


that's it...

Filip


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





From glas at hollomey.com  Thu Jul 14 09:09:39 2005
From: glas at hollomey.com (Georg Glas)
Date: Thu, 14 Jul 2005 15:09:39 +0200
Subject: [rt-users] multiple attachments and Upload Errors
Message-ID: <200507141509.39822.glas@hollomey.com>

Hi, 

my users _sometimes_ report  an error when uploading multiple attachments, 
using 3.4.2-4 (debianized), any hints ? cannot tell how often this happens 
because the error does not show up in syslog.



error: read-open /tmp/MhIKX63Nwt: No such file or directory 
at /usr/share/perl5/MIME/Body.pm line 417,  line 212

context: ... 
413: if ($mode eq 'w') { ### writing 
414: $IO = FileHandle->new(">$path") || die "write-open $path: $!"; 
415: } 
416: elsif ($mode eq 'r') { ### reading 
417: $IO = FileHandle->new("<$path") || die "read-open $path: $!"; 
418: } 
419: else { 
420: die "bad mode: '$mode'"; 
421: } 
... 

code stack: /usr/share/perl5/MIME/Body.pm:417
/usr/share/perl5/MIME/Body.pm:317
/usr/share/perl5/MIME/Body.pm:217
/usr/share/request-tracker3.4/lib/RT/Attachment_Overlay.pm:205
/usr/share/request-tracker3.4/lib/RT/Attachment_Overlay.pm:191
/usr/share/request-tracker3.4/lib/RT/Attachment_Overlay.pm:191
/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:472
/usr/share/request-tracker3.4/lib/RT/Transaction_Overlay.pm:150
/usr/share/request-tracker3.4/lib/RT/Record.pm:1421
/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:2373
/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:2259
/usr/share/request-tracker3.4/lib/RT/Interface/Web.pm:482
/usr/local/share/request-tracker3.4/html/mySoIS/Display.html:184
/usr/local/share/request-tracker3.4/html/mySoIS/Update.html:271
/usr/share/request-tracker3.4/html/autohandler:215
-- 
regards
Georg Glas


From phil.labonte at transcore.com  Thu Jul 14 09:30:15 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 14 Jul 2005 09:30:15 -0400
Subject: [rt-users] Hi,Here's a question
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315018C8B22@torex1.tcore.com>

If you are using the latest (or kinda latest version of RT), in the query windows select the Queue that you have added the custom fields to. Then after you have done that you will see all the custom fields show up at the bottom of the window and from there you can search on them.

 

Phil

 

  _____  

From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of ??
Sent: Wednesday, July 13, 2005 9:27 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Hi,Here's a question

 

Hi,

To my company,RT is great.Thanks to U all.

I've built some custom fields which are applied to tickets.

And I don't know how to use those custom fields to search or query.

I really want to.

What can I do?

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From phil.labonte at transcore.com  Thu Jul 14 09:34:59 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 14 Jul 2005 09:34:59 -0400
Subject: [rt-users] preventing requestors from assigning new tickets
	topeople
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315018C8B26@torex1.tcore.com>

Modify Ticket will do what you ask but it will also remove:

change tickets: subject, status, time worked, time left, priorities,
queue, dates, watchers, owner, and relationships to other tickets; add
comments and replies to tickets

see: http://wiki.bestpractical.com/index.cgi?ManualRights


Phil

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Julian C.
Dunn
Sent: Wednesday, July 13, 2005 6:35 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] preventing requestors from assigning new tickets
topeople

Hello,

In our environment we allow most of our users to have some rights in RT
(i.e. they don't just have RT self serve access). Unfortunately, it
means that many of them can create tickets and assign them to people on
the responsible team (by setting "Owner" on ticket creation). I don't
want this to happen.

Is there a right I can revoke from these users to prevent them from
doing this? I couldn't find anything from reading the Wiki.

- Julian

-- 
-- Julian C. Dunn, B.A.Sc, P.Eng.  
-- Platform Administrator, CBC.ca Production & Operations
-- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592

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

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



From phil.labonte at transcore.com  Thu Jul 14 09:27:11 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 14 Jul 2005 09:27:11 -0400
Subject: [rt-users] RT develops sudden bouts of amnesia regarding
	logged-inusers
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315018C8B1E@torex1.tcore.com>

My first guess would be to look at the LDAP logs... Is there anything
there? If LDAP is kicking your users off you will see it in there.

If it is not LDAP I would try but RT back to it's own form of
authentication to see if that works... 

>From these two steps you should be able to narrow your search of where
the problem is?

My 2c.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan U.
Zakirov
Sent: Thursday, July 14, 2005 5:17 AM
To: Beachey, Kendric
Cc: Rt-Users (E-mail)
Subject: Re: [rt-users] RT develops sudden bouts of amnesia regarding
logged-inusers

Beachey, Kendric wrote:
> First off, let me apologize for running a fairly ancient version of
RT.  We
> are on 2.0.11pre, which is equivalent to 2.0.12.
> 
> Quite some time ago I hacked our system to authenticate against our
Novell
> NDS via LDAP.  This has worked happily for a few years now.
> 
> Today RT has begun kicking people out a lot.  After you log in, you
might
> get to view a ticket or do a search, but if you try to refine your
search or
> click a header to sort a different way, or tweak the people attached
to a
> ticket, just for instance, you often find yourself staring at the
login
> screen again.  Logging in again generally gets you where you were
trying to
> go (although search criteria are often forgotten).  But you'll
probably have
> to re-re-login again several clicks later.
> 
> Occasionally, a page will appear to have worked fine, but on closer
> inspection, it's missing something.  For instance, a ticket displays
pretty
> much fine, but the contents of all the correspondence is not shown.
Or a
> combo box of potential ticket owners has no contents.
> 
> My very-slightly-educated guess is that our LDAP server might be
flipping
> its lid and bouncing people, sometimes right in the middle of a page
render,
> which could explain the partly rendered pages.
LDAP could bounce user only when you request for auth, RT request auth
only once when you enter login, then once per request to revalidate I
think.

I can't comment on other things I don't know how RT2.x works, but anyway
logs could help(apache, rt...)

> 
> Or am I barking up the wrong tree?  Does this sound more like
something else
> that anyone can recognize?
> --
> Kendric Beachey 
> 
> 
>             ------------------------- 
> This e-mail and any attachments may contain confidential material for
the sole use of the intended recipient.  If you are not the intended
recipient, please be aware that any disclosure, copying, distribution or
use of this e-mail or any attachment is prohibited.  If you have
received this e-mail in error, please contact the sender and delete all
copies. 
> Thank you for your cooperation 
> 
> 
> 
>
------------------------------------------------------------------------
> 
> _______________________________________________
> 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 mcmorran at mdibl.org  Thu Jul 14 09:48:33 2005
From: mcmorran at mdibl.org (Roy McMorran)
Date: Thu, 14 Jul 2005 09:48:33 -0400
Subject: [rt-users] make initdb dumps core
In-Reply-To: <20050714090501.678A24D827B@diesel.bestpractical.com>
References: <20050714090501.678A24D827B@diesel.bestpractical.com>
Message-ID: <42D66D31.10001@mdibl.org>

Phil Homewood  wrote:

>Roy McMorran wrote:
>  
>
>>> Creating templates...1.gmake: *** [initialize-database] Bus Error (core 
>>> dumped)
>>
>Using DBD::mysql 3.000? Try any other version.  :-) 
>  
>
Spot on!  Updated to DBD::mysql 3.0002 and I'm on my way.  Thanks Phil.
-r

-- 
Roy McMorran
Systems Administrator
MDI Biological Laboratory
Salisbury Cove, ME
mcmorran at mdibl.org



From Kendric.Beachey at garmin.com  Thu Jul 14 10:34:42 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Thu, 14 Jul 2005 09:34:42 -0500
Subject: [rt-users] RT develops sudden bouts of amnesia regarding logg
	ed-in users
Message-ID: <3E4A44981016924085A9E5D914F0834A06E4582B@ftworth>

That's a good guess, and is indeed giving us grief on a completely separate
project we're working on.  :-)

After some digging around, I'm thinking the culprit here is a full hard
drive.  I've sent email to the guy who runs the box to see what he can do.
I've deleted about 15K of old junk I had forgotten about on that machine,
which seems to have helped.  But 15K isn't much headroom, so if that really
was the problem, it'll probably come back unless the other guy can find a
lot more stuff to delete, or a new bigger hard drive.
-- 
Kendric


-----Original Message-----
From: Steve Neruda [mailto:neruda at neruda.com]
Sent: Thursday, July 14, 2005 8:57 AM
To: Beachey, Kendric
Subject: Re: [rt-users] RT develops sudden bouts of amnesia regarding
logged-in users


*This message was transferred with a trial version of CommuniGate(tm) Pro*
I've seen this type of problem when a "transparent" load balancing 
system was installed and didn't have "sticky" set.
What would happen is that the IP address would change between requests.

SteveN

On Jul 13, 2005, at 5:55 PM, Beachey, Kendric wrote:

> First off, let me apologize for running a fairly ancient version of 
> RT.  We
> are on 2.0.11pre, which is equivalent to 2.0.12.
>
> Quite some time ago I hacked our system to authenticate against our 
> Novell
> NDS via LDAP.  This has worked happily for a few years now.
>
> Today RT has begun kicking people out a lot.  After you log in, you 
> might
> get to view a ticket or do a search, but if you try to refine your 
> search or
> click a header to sort a different way, or tweak the people attached 
> to a
> ticket, just for instance, you often find yourself staring at the login
> screen again.  Logging in again generally gets you where you were 
> trying to
> go (although search criteria are often forgotten).  But you'll 
> probably have
> to re-re-login again several clicks later.
>
> Occasionally, a page will appear to have worked fine, but on closer
> inspection, it's missing something.  For instance, a ticket displays 
> pretty
> much fine, but the contents of all the correspondence is not shown.  
> Or a
> combo box of potential ticket owners has no contents.
>
> My very-slightly-educated guess is that our LDAP server might be 
> flipping
> its lid and bouncing people, sometimes right in the middle of a page 
> render,
> which could explain the partly rendered pages.
>
> Or am I barking up the wrong tree?  Does this sound more like 
> something else
> that anyone can recognize?
> --
> Kendric Beachey
>
>
>             -------------------------
> This e-mail and any attachments may contain confidential material for 
> the sole use of the intended recipient.  If you are not the intended 
> recipient, please be aware that any disclosure, copying, distribution 
> or use of this e-mail or any attachment is prohibited.  If you have 
> received this e-mail in error, please contact the sender and delete 
> all copies.
> Thank you for your cooperation
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/ms-tnef
Size: 4077 bytes
Desc: not available
URL: 

From anner at blast.com  Thu Jul 14 11:32:04 2005
From: anner at blast.com (Anne Ramey)
Date: Thu, 14 Jul 2005 11:32:04 -0400
Subject: [rt-users] problem with rt installation
In-Reply-To: <42D61E69.2070403@perridot.com>
References: <42D61E69.2070403@perridot.com>
Message-ID: <42D68574.2020304@blast.com>


> what is wrong with this httpd setting?
(1) you are using a very old perl (5.6.1) according to your apache (but 
your fastcgi is using 5.8.3?
(2) it doesn't appear (other than the perl version) that there is 
anything wrong with your apache.  It appears as if you are missing a 
perl module.  Have you run the test depencancy program?
> 
> 
> i have try to use fastcgi, i installed mod_ fastcgi change the 
> httpd.conf to

> Can't locate FCGI.pm in @INC (@INC contains: /opt/rt3/local/lib 
Can you find this file on your machine?  Is it there and just not in 
your include.  If it is not there at all, I'd say fastcgi program is not 
properly installed.

Anne


From tmaciak at ci.grand-rapids.mi.us  Thu Jul 14 11:32:16 2005
From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ)
Date: Thu, 14 Jul 2005 11:32:16 -0400
Subject: [rt-users] Updating New User's custom field - CanonicalizeUserInfo
Message-ID: <221C759285B78647AEE6181FD6AF36A71140D18B@bambi.grand-rapids.mi.us>

I have a custom field for all my users called "Department".
 
I am utilizing 
 
sub CanonicalizeUserInfo { }
 
in my User_Local.pm file to do a LDAP lookup for the username and then fill
in such items as full name, phone, email address, department etc.
and was wondering how I would go about editing a custom field for a new
user?
 
I am doing the following for the existing fields and this works great:
 
@$args{'Name'} = $result[0];
@$args{'EmailAddress'} = $email;
 
but I am unsure of how I would set an argument for a custom field called
"Department" for this new user that is being created.
 
Any help/ideas is appreciated.
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From danno at internet2.edu  Thu Jul 14 11:39:54 2005
From: danno at internet2.edu (Dan Pritts)
Date: Thu, 14 Jul 2005 11:39:54 -0400
Subject: [rt-users] Moving RT from sparc to x86 OS on VMWare?
In-Reply-To: <007101c587c3$698518f0$12641fac@gdcan.com>
References: <007101c587c3$698518f0$12641fac@gdcan.com>
Message-ID: <20050714153954.GA32066@internet2.edu>

On Wed, Jul 13, 2005 at 09:56:20AM -0600, Randy Millis (lists account) wrote:
> Which OS would I be better off using in terms of ease of setup and 
> performance / cost / support:
> 
> - Fedora Core 3
> - Red Hat Enterprise Linux ES release 4 (update 1)
> - Solaris 10 x86

Fedora core is not the answer for any server unless you like the idea of
doing a distribution upgrade to some new fedora core in less than a year.

RHEL (or Centos) is a better choice.  

Debian is not a horrible choice either if you have experience with it.
RT has lots of dependencies that can take forever to build by hand.  
debian's packaging system makes it easy.  i say this not being a big
debian fan in general.

as far as solaris vs. linux, depends mostly on your own environment.
but you'll probably have to go build more stuff "by hand" with solaris
vs. redhat.   (tough call - check sunfreeware.com, and the "DAG" rpm 
repository for redhat if you want binary distributions)

danno
--
dan pritts - systems administrator - internet2
734/352-4953 office        734/834-7224 mobile


From marc at tiosky.net  Thu Jul 14 11:48:05 2005
From: marc at tiosky.net (Marc A. Runkel)
Date: Thu, 14 Jul 2005 08:48:05 -0700
Subject: [rt-users] Where to insert the AutogeneratedPasswordtemplate text?
Message-ID: <0E9B82BD39F14D4FB8BADB8CED81744F0A0EFC@tio-mail.tiosky.com>

Matthew, you want to modify the scrip for AutoReply, it's going to be
accessible here:

In RT's webpage after you've logged in with the appropriate account:

Configuration->Global->Templates->Autoreply

No need to monkey with the file system or restart the webserver.

M. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matt
England
Sent: Thursday, July 14, 2005 4:55 AM
To: Kanwar Ranbir Sandhu
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Where to insert the
AutogeneratedPasswordtemplate text?

At 7/13/2005 09:52 PM, Kanwar Ranbir Sandhu wrote:
>Does that help?

Thanks very much for the reply; unfortunately, I still do not know how
to proceed with updating my RT server to change the content of the
auto-generated emails.

I understand many of the things written below (except maybe the part
about Scrips).  I get the general concept.  I understand what it's
doing.

*** I DON'T KNOW __HOW__ TO IMPLEMENT IT ***

Which file?  What procedure?  Where do I change the text and what must I
do to get my system to update once I do make the appropriate changes?

I have installed an entire, working, RT system by myself, so it's not
like I don't have some feel for this software.

For what it's worth, I updated the 'Autoreply' portion of
/usr/local/rt3/etc/initialdata (my install is in /usr/local/rt3 and not
/opt/rt3) with the template found at
http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword .  I
rebooted my Apache server.  No change in outbound email content
(outbound email still has the old, default content, no new links, even
when I send from an email account that's not previously registered in
the database/system).

What file must I change, what procedure must I follow, etc?

>We have a Support queue in which we've created an auto reply template.

What *exactly* does this mean in terms of the nuts and bolts of a file
sytem, a web page, what?  What interface?  Which file?  Which URL?

Still searching...

-Matt


At 7/13/2005 09:52 PM, Kanwar Ranbir Sandhu wrote:
>On Wed, 2005-13-07 at 21:28 -0500, Matt England wrote:
> > Bottom line: I don't know the procedure for getting the 
> > autoreply-email-text to change.  I put the changes into 
> > etc/initialdata, rebooted my webserver, and still not change in my 
> > autoreply email.  :(
>
>We have a Support queue in which we've created an auto reply template.
>The template itself contains the code required to auto generate a 
>password if the user doesn't have one already, or to simply remind 
>him/her how to have it reset if the password has been forgotten.
>
>The template is based almost entirely on the one in the wiki.  Here's 
>the relevant bit from our template:
>
>{
>*RT::User::GenerateRandomNextChar = 
>\&RT::User::_GenerateRandomNextChar;
>
>if (($Transaction->CreatorObj->id != $RT::Nobody->id) &&
>
>     (!$Transaction->CreatorObj->Privileged) &&
>     ($Transaction->CreatorObj->__Value('Password') eq '*NO-PASSWORD*')
>     ) {
>
>         my $user = RT::User->new($RT::SystemUser);
>         $user->Load($Transaction->CreatorObj->Id);
>         my ($stat, $pass) = $user->SetRandomPassword();
>
>         if (!$stat) {
>                 $OUT .= "An internal error has occurred. Request 
>Tracker was not able to set a password for you.  Please phone Systems 
>Aligned Technical Support for assistance.";
>
>         }
>
>$OUT .= "You can review the current status and history of your requests
>at:
>
>         ".$RT::WebURL."
>
>Our technical support system has automatically assigned you a password.
>When prompted, enter the following user name and password at the login
>page:
>
>         User name: ".$user->Name."
>         Password : ".$pass."
>
>We recommend you change your password after you sign into the support 
>website.
>";
>       }
>else
>       {
>
>$OUT .= "If you do not remember your password for the Support website,
>you can reset it by sending an email to [        some address        ]
>with the subject, Reset Password.  Your password will be automatically 
>reset and the new one emailed to you.";
>       }
>}
>
>
>We use a basic scrip that fires when an email is sent to the Support 
>queue.  The auto reply (above) is the one that is sent out.
>
>Does that help?
>
>Regards,
>
>Ranbir
>--
>Kanwar Ranbir Sandhu
>Systems Aligned Inc.
>www.systemsaligned.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 rblanco at ats-connection.com.br  Thu Jul 14 12:02:42 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Thu, 14 Jul 2005 13:02:42 -0300
Subject: [rt-users] Pending other collection?
Message-ID: 

I have one question about the ticket.
 
 
Assunto
Prioridade
Fila
Estado
188  
(No subject)  
0
ATSBR\Helpdesk
(pending other Collection)
 
 
 
 
 
 
What is this (pending other collection)???
 
Best regards,

Rodrigo
 
 
 
 
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ravin.mathoora at virtualaccess.com  Thu Jul 14 12:05:53 2005
From: ravin.mathoora at virtualaccess.com (Ravin Mathoora)
Date: Thu, 14 Jul 2005 17:05:53 +0100
Subject: [rt-users] RE:Timezones
In-Reply-To: <0E9B82BD39F14D4FB8BADB8CED81744F0A0EFC@tio-mail.tiosky.com>
Message-ID: <20050714160559.68DED3DC2@mail.virtualaccess.com>

Hi, I have rt 3.4.1 installed on FC3 and I am trying to edit the
RT_Siteconfig to fit the 'Europe/Dublin' timezone. When I use
'Europe/Dublin' in the RT_SiteConfig file, it still does not make a
difference to the created field in the mysql database. When a new ticket is
created, it is GMT time but the clock on the server is 'GMT+1'. I have even
tried 'GMT+1' and the created value is still one hour behind the time now.

Is there a specific setting that has to be used instead of 'Europe/Dublin'
to get this working?

Any help would be appreciated.

Thanks in advance for the help.

Best Regards,
Ravin Mathoora
 





From Iris.Brookes at tdsecurities.com  Thu Jul 14 12:00:54 2005
From: Iris.Brookes at tdsecurities.com (Brookes, Iris)
Date: Thu, 14 Jul 2005 12:00:54 -0400
Subject: [rt-users] Drop down menu
Message-ID: 

I have the same issue .... I do not get a drop down list when I set rows to 1.

Iris

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Hilde T
Lauvset Rafaelsen
Sent: Thursday, July 14, 2005 9:07 AM
To: Filip Jonckers; rt-users at lists.bestpractical.com
Subject: SV: [rt-users] Drop down menu


Thanks,

I've already tried that, but I don't get a drop down menu, I still have
to scroll down.

Hilde 

-----Opprinnelig melding-----
Fra: Filip Jonckers [mailto:fjonckers at Interconnect.be] 
Sendt: 14. juli 2005 14:52
Til: Hilde T Lauvset Rafaelsen; rt-users at lists.bestpractical.com
Emne: RE: [rt-users] Drop down menu


copy rt\Elements\EditCustomFields to
rt\local\html\Elements\EditCutsomFields

edit rt\local\html\Elements\EditCutsomFields

at the bottom you will find:

<%ARGS>
$Object => undef
$CustomField => undef
$NamePrefix => undef
$Rows => 5
$Cols => 15
$Default => undef


change the $Rows value to 1

$Rows => 1


that's it...

Filip


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



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

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


From Ruslan.Zakirov at miet.ru  Thu Jul 14 12:16:29 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 20:16:29 +0400
Subject: [rt-users] RE:Timezones
In-Reply-To: <20050714160559.68DED3DC2@mail.virtualaccess.com>
References: <20050714160559.68DED3DC2@mail.virtualaccess.com>
Message-ID: <42D68FDD.20003@miet.ru>

Ravin Mathoora wrote:
> Hi, I have rt 3.4.1 installed on FC3 and I am trying to edit the
> RT_Siteconfig to fit the 'Europe/Dublin' timezone. When I use
> 'Europe/Dublin' in the RT_SiteConfig file, it still does not make a
> difference to the created field in the mysql database. When a new ticket is
> created, it is GMT time but the clock on the server is 'GMT+1'. I have even
> tried 'GMT+1' and the created value is still one hour behind the time now.
> 
> Is there a specific setting that has to be used instead of 'Europe/Dublin'
> to get this working?
WebUI should show local time, but RT stores GMT in its DB. Also RT use
GMT for log entries. What's wrong with that?

> 
> Any help would be appreciated.
> 
> Thanks in advance for the help.
> 
> Best Regards,
> Ravin Mathoora
>  
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From Ruslan.Zakirov at miet.ru  Thu Jul 14 12:20:23 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Thu, 14 Jul 2005 20:20:23 +0400
Subject: [rt-users] Drop down menu
In-Reply-To: 
References: 
Message-ID: <42D690C7.50301@miet.ru>

Brookes, Iris wrote:
> I have the same issue .... I do not get a drop down list when I set rows to 1.
What do you mean by "drop dwon list"?
HTML standard has only checkboxes, radio buttons and select elements
that allow you to choose one/more values.

> 
> Iris
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Hilde T
> Lauvset Rafaelsen
> Sent: Thursday, July 14, 2005 9:07 AM
> To: Filip Jonckers; rt-users at lists.bestpractical.com
> Subject: SV: [rt-users] Drop down menu
> 
> 
> Thanks,
> 
> I've already tried that, but I don't get a drop down menu, I still have
> to scroll down.
> 
> Hilde 
> 
> -----Opprinnelig melding-----
> Fra: Filip Jonckers [mailto:fjonckers at Interconnect.be] 
> Sendt: 14. juli 2005 14:52
> Til: Hilde T Lauvset Rafaelsen; rt-users at lists.bestpractical.com
> Emne: RE: [rt-users] Drop down menu
> 
> 
> copy rt\Elements\EditCustomFields to
> rt\local\html\Elements\EditCutsomFields
> 
> edit rt\local\html\Elements\EditCutsomFields
> 
> at the bottom you will find:
> 
> <%ARGS>
> $Object => undef
> $CustomField => undef
> $NamePrefix => undef
> $Rows => 5
> $Cols => 15
> $Default => undef
> 
> 
> change the $Rows value to 1
> 
> $Rows => 1
> 
> 
> that's it...
> 
> Filip
> 
> 
> CONFIDENTIALITY NOTICE
> -----------------------------------------------
> This E-mail message and any documents which accompany it are intended
> only for the use of the individual or entity to which addressed, and may
> contain information that is privileged, confidential or exempt from
> disclosure under applicable law.  If the reader is not the intended
> recipient, any disclosure, distribution or other use of this E-mail
> message is prohibited.  If you have received this E-mail message in
> error, please delete and notify the sender immediately.  Thank you.
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> 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 m3freak at rogers.com  Thu Jul 14 12:15:33 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Thu, 14 Jul 2005 12:15:33 -0400
Subject: [rt-users] Where to insert the AutogeneratedPassword template
	text?
In-Reply-To: <6.1.2.0.2.20050714064838.04a5c4d8@127.0.0.1>
References: <6.1.2.0.2.20050712102502.07844a30@127.0.0.1>
	<6.1.2.0.2.20050713212246.0802ea80@127.0.0.1>
	<1121309531.7036.65.camel@krs>
	<6.1.2.0.2.20050714064838.04a5c4d8@127.0.0.1>
Message-ID: <1121357733.7225.6.camel@krs>

On Thu, 2005-14-07 at 06:55 -0500, Matt England wrote:
> At 7/13/2005 09:52 PM, Kanwar Ranbir Sandhu wrote:
> >Does that help?
> 
> Thanks very much for the reply; unfortunately, I still do not know how to 
> proceed with updating my RT server to change the content of the 
> auto-generated emails.
> 
> I understand many of the things written below (except maybe the part about 
> Scrips).  I get the general concept.  I understand what it's doing.
> 
> *** I DON'T KNOW __HOW__ TO IMPLEMENT IT ***

Ah.  You've unfortunately complicated the matter - it's much easier than
you think.

You create, edit, delete (and so on) templates and scrips from the RT
web interface.  Log in as the root user, and just click on the
Configuration link in the left pane.  You'll be able to make the changes
you want.

HTH,

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



From trick at adonis.net  Thu Jul 14 12:15:46 2005
From: trick at adonis.net (Patrick Morris)
Date: Thu, 14 Jul 2005 09:15:46 -0700
Subject: [rt-users] Pending other collection?
In-Reply-To: 
References: 
Message-ID: <42D68FB2.8090501@adonis.net>

Rodrigo Blanco wrote:

> I have one question about the ticket.
>
>  What is this (pending other collection)???
>

It means this ticket depends on another being completed first.



From Iris.Brookes at tdsecurities.com  Thu Jul 14 12:24:06 2005
From: Iris.Brookes at tdsecurities.com (Brookes, Iris)
Date: Thu, 14 Jul 2005 12:24:06 -0400
Subject: [rt-users] Drop down menu
Message-ID: 

I meant to is a drop-down menu.

-----Original Message-----
From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru]
Sent: Thursday, July 14, 2005 12:20 PM
To: Brookes, Iris
Cc: Hilde T Lauvset Rafaelsen; Filip Jonckers;
rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Drop down menu


Brookes, Iris wrote:
> I have the same issue .... I do not get a drop down list when I set rows to 1.
What do you mean by "drop dwon list"?
HTML standard has only checkboxes, radio buttons and select elements
that allow you to choose one/more values.

> 
> Iris
> 
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Hilde T
> Lauvset Rafaelsen
> Sent: Thursday, July 14, 2005 9:07 AM
> To: Filip Jonckers; rt-users at lists.bestpractical.com
> Subject: SV: [rt-users] Drop down menu
> 
> 
> Thanks,
> 
> I've already tried that, but I don't get a drop down menu, I still have
> to scroll down.
> 
> Hilde 
> 
> -----Opprinnelig melding-----
> Fra: Filip Jonckers [mailto:fjonckers at Interconnect.be] 
> Sendt: 14. juli 2005 14:52
> Til: Hilde T Lauvset Rafaelsen; rt-users at lists.bestpractical.com
> Emne: RE: [rt-users] Drop down menu
> 
> 
> copy rt\Elements\EditCustomFields to
> rt\local\html\Elements\EditCutsomFields
> 
> edit rt\local\html\Elements\EditCutsomFields
> 
> at the bottom you will find:
> 
> <%ARGS>
> $Object => undef
> $CustomField => undef
> $NamePrefix => undef
> $Rows => 5
> $Cols => 15
> $Default => undef
> 
> 
> change the $Rows value to 1
> 
> $Rows => 1
> 
> 
> that's it...
> 
> Filip
> 
> 
> CONFIDENTIALITY NOTICE
> -----------------------------------------------
> This E-mail message and any documents which accompany it are intended
> only for the use of the individual or entity to which addressed, and may
> contain information that is privileged, confidential or exempt from
> disclosure under applicable law.  If the reader is not the intended
> recipient, any disclosure, distribution or other use of this E-mail
> message is prohibited.  If you have received this E-mail message in
> error, please delete and notify the sender immediately.  Thank you.
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> 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 jhajas at orco.cz  Thu Jul 14 12:24:24 2005
From: jhajas at orco.cz (Josef Hajas)
Date: Thu, 14 Jul 2005 18:24:24 +0200
Subject: [rt-users] Pending other collection?
In-Reply-To: <20050714161602.3468B4D8305@diesel.bestpractical.com>
References: <20050714161602.3468B4D8305@diesel.bestpractical.com>
Message-ID: <1121358264.8683.27.camel@localhost>

> What is this (pending other collection)???
 
Means that there is set in "Links" any value at "Depends on" field.

regards

Josef Hajas
-------------- next part --------------
An embedded message was scrubbed...
From: rt-users-request at lists.bestpractical.com
Subject: RT-Users Digest, Vol 16, Issue 44
Date: Thu, 14 Jul 2005 12:16:02 -0400 (EDT)
Size: 3782
URL: 

From trick at adonis.net  Thu Jul 14 12:27:34 2005
From: trick at adonis.net (Patrick Morris)
Date: Thu, 14 Jul 2005 09:27:34 -0700
Subject: [rt-users] Problems with sendmail From: header
In-Reply-To: <2856e99e05071316282be931f4@mail.gmail.com>
References: <2856e99e05071316282be931f4@mail.gmail.com>
Message-ID: <42D69276.2090303@adonis.net>

I just did a Google search for "Sendmail trusted user" and found lots of 
examples of how to configure a trusted user.

Here's one from the sendmail.org site: 
http://www.sendmail.org/m4/tweaking_config.html#confTRUSTED_USER

Matias K. wrote:

>Hello! 
>Im using rt3 on Debian Sarge with sendmail. I'm having a bit troubles
>with sendmail. RT gets incoming emails with fetchmail just fine, but
>when it autoreplys to ticket-senders the email seems to be coming from
>www-data at localhost.localdomain.
>




From rainer at ultra-secure.de  Thu Jul 14 12:32:57 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Thu, 14 Jul 2005 18:32:57 +0200
Subject: [rt-users] Moving RT from sparc to x86 OS on VMWare?
In-Reply-To: <42D65EFC.6090200@infineon.com>
References: <007101c587c3$698518f0$12641fac@gdcan.com>	<42D62FBB.7060603@miet.ru>	<1121344841.13545.7.camel@les-home.futuresource.com>
	<42D65EFC.6090200@infineon.com>
Message-ID: <42D693B9.7010401@ultra-secure.de>

Richard Skelton wrote:

> Hi,
> Solaris x86 is great for RT and as you are already using Solaris on 
> sparc this would be the best solution.
> Solaris 10 is also FREE :-)
> Just pick a machine that meets the HCL
> http://www.sun.com/bigadmin/hcl/
>


Big deal - he uses VMware ESX-server.
That pretty much has his hardware defined ;-)
The only variables are the amount of virtual RAM and diskspace it gets, 
together with the number of virtual NICs.

As a VMware ESX-customer (usually not under 25k USD, but most probably 
in the 6-figure range, depending on the scale), I'd got straight to 
VMware Inc. and demand that FreeBSD5 starts working on it ASAP.
(It works on GSX, so it shouldn't be that hard to get working)

Both from a RT and from a Solaris-admin perspective, this will probably 
make the most sense.

FreeBSD4.9 *is* certified, but I would only very hesitantly install a 
server with, now that 6.0 has been branched and will be released by the 
end of the year...

GSX has experimental support for both Solaris 10 and full support for 
FreeBSD5 - so you could start with a GSX-vm and later, when VMware Inc. 
gets their act together, move it to the GSX-server.
But as someone else said: with Solaris, you'll have to roll-your-own for 
pretty much any package and perl-module - and I counted (I think) 86 
p5-packages on my FreeBSD5-box after RT was installed...
On RHEL, there's no guarantee that a future update will not break the 
whole thing - unless you also do a roll-your-own install of everything 
that is needed by RT...




cheers,
Rainer


From rmillisl at gdcanada.com  Thu Jul 14 12:45:25 2005
From: rmillisl at gdcanada.com (Randy Millis (lists account))
Date: Thu, 14 Jul 2005 10:45:25 -0600
Subject: [rt-users] Moving RT from sparc to x86 OS on VMWare? 
References: <007101c587c3$698518f0$12641fac@gdcan.com>
Message-ID: <00de01c58893$6fb57460$6da01fac@gdcan.com>

Thanks to everyone for the comments on my question.

I am in the process of trying an eval of Red Hat Enterprise Linux ES release 4 (update 1) and then Solaris 10 x86 to see if there are any performance differences or ease of installation / maintenance issues on either OS.

  ----- Original Message ----- 
  From: Randy Millis (lists account) 
  To: rt-users at lists.bestpractical.com 
  Sent: Wednesday, July 13, 2005 9:56 AM
  Subject: [rt-users] Moving RT from sparc to x86 OS on VMWare? 


  We are looking at moving our RT server from a SPARC Sunblade 150 running Solaris 9 over to an x86 OS on a VMWare ESX virtual infrastructure node.

  Anyone done this?

  Any comments?

  I'm looking to answer a few things:

  Which OS would I be better off using in terms of ease of setup and performance / cost / support:

  - Fedora Core 3
  - Red Hat Enterprise Linux ES release 4 (update 1)
  - Solaris 10 x86

  Any ideas on how to migrate from on RT release (3.0.3) on SPARC over to the new OS / platform and RT 3.4.2?

  I was thinking:

  - Install a minimal OS on the new Virtual node
  - Satisfy RT 3.4.2 dependencies
  - Install and configure 3.0.3 on the new virtual node
  - Copy the existing 3.0.3 database over and test
  - Upgrade to 3.4.2
  - Cut over the from the SPARC to the new virtual node

  Any comments / suggestions?
  The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. 
  Thank you. 



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


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

  Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rt at garnetweb.com  Thu Jul 14 12:53:08 2005
From: rt at garnetweb.com (Miles Scruggs)
Date: Thu, 14 Jul 2005 09:53:08 -0700
Subject: [rt-users] Perl install problems
Message-ID: <20050714170026.405684D8313@diesel.bestpractical.com>

I'm having some issues getting rt installed on my box.  I'm using apache
2.0.51 on fedora core1 with Mod Perl 2

I followed the Fedora core 1 install guide which I feel is lacking
something.

If I follow the guide to the letter then I get 

[Thu Jul 14 09:31:57 2005] [error] failed to resolve handler `RT::Mason'
[Thu Jul 14 09:31:57 2005] [error] [client 66.62.165.53] Can't locate
RT/Mason.pm in @INC (@INC contains:
/usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
/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/5.8.3 /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/5.8.3/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/5.8.3 /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 8)
line 3.\n

While this doesn't stop apache from operating it doesn't let RT run either.I
figured this came from the lack of 

PerlRequire /usr/local/rt3/bin/webmux.pl

In the conf.d/rt.conf  

So I added that line, then I would get:

[Thu Jul 14 09:02:30 2005] [error] Can't locate Apache.pm in @INC (@INC
contains: /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
/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/5.8.3 /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/5.8.3/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/5.8.3 /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
/usr/lib/perl5/5.8.3/CGI.pm line 190.\nCompilation failed in require at
/usr/local/rt3/bin/webmux.pl line 56.\nBEGIN failed--compilation aborted at
/usr/local/rt3/bin/webmux.pl line 56.\nCompilation failed in require at
(eval 1) line 1.\n
[Thu Jul 14 09:02:30 2005] [error] Can't load Perl file:
/usr/local/rt3/bin/webmux.pl for server rt.garnetweb.com:80, exiting...\n


I'm really lost as to which way to proceed on this one.  I installed your
system about 2 years ago, and was pretty happy with it, and would like to
get it running again.

Here is my conf.d/rt.conf  commented out lines just represent attempts to
try different things.  Thanks.


        ServerName   rt.host.com:80
        ServerAdmin  "email at com.com"
        DocumentRoot /usr/local/rt3/share/html
        
        
                SSLEngine off
        
           # 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 ModPerl::Registry
                Options ExecCGI
                #PerlHandler RT::Mason
        
        
                Options -Includes +ExecCGI
        
 






From conley at kana.com  Thu Jul 14 12:44:56 2005
From: conley at kana.com (Mike Conley)
Date: Thu, 14 Jul 2005 09:44:56 -0700
Subject: [rt-users] Re: Moving RT from sparc to x86 OS on VMWare?
Message-ID: <99F40AFE954578458374B14F71A6B066076D9CA6@KSW-MSG-01.kana.com>

Solaris x86 is not supported under ESX (as of 2.5.1 at least)-- in fact
after much work trying to get it somehow to work anyway, I gave up.

If you are looking at ESX, I'd pick CentOS 4.1 (RHEL4U1 equivalent).
Make sure you use the LSI rather than BusLogic SCSI driver (there isn't
a BusLogic driver by default in the RHEL4/Centos4 release).


From mamidikalyan at yahoo.co.in  Thu Jul 14 13:36:41 2005
From: mamidikalyan at yahoo.co.in (kalyan chakravorty)
Date: Thu, 14 Jul 2005 18:36:41 +0100 (BST)
Subject: [rt-users] Session Problem
Message-ID: <20050714173641.6001.qmail@web8410.mail.in.yahoo.com>

Hi, 

I login into RT and when i click logout i get this
error. And aftter i have logged in at any instance of
time i click on any link( like ticket creation or
preferences etc) it asks for username password again

I am using RT-3.4.2 and mysql 4.1.12 version.

error:   	Can't call method "delete" on an undefined
value at 

 /rt/share/html/NoAuth/Logout.html line
61.
context:  	
...  	
56:  	<&|/l&>You're welcome to
login again
57:  	
58:  	
59:  	<%PERL>
60:  	if (defined %session) {
61:  	tied(%session)->delete;
62:  	}
63:  	$m->abort();
64:  	
...  	
code stack:  	
>/rt/share/html/NoAuth/Logout.html:60
/rt/share/html/autohandler:85
raw error

 is modifed not to show the
details.

Thanks in advance,
Kalyan




		
__________________________________________________________
How much free photo storage do you get? Store your friends 'n family snaps for FREE with Yahoo! Photos http://in.photos.yahoo.com


From itsecurity at txstate.edu  Thu Jul 14 12:54:27 2005
From: itsecurity at txstate.edu (IT Security)
Date: Thu, 14 Jul 2005 11:54:27 -0500
Subject: [rt-users] Error with RT 3.0.12 and email creation of tickets
In-Reply-To: <42D693B9.7010401@ultra-secure.de>
Message-ID: <01LQM4T0DN42935FJV@txstate.edu>

I am running Debian with Exim4, Postgres and Apache2.  Everything works fine
but when I send an email to the RT system it won't process and create a
ticket.  I can see in the Exim4 log that it's trying to run the pipe
command:

|/usr/bin/rt-mailgate --queue 'Incident Reports' --action correspond --url
http://localhost

But receive this error:

pipe to |/usr/bin/rt-mailgate --queue 'Incident Reports' --action correspond
--url http://localhost
    generated by rtir at xx.txstate.edu
    Delay reason: pipe_transport unset in system_aliases router


I have done extensive searching on this list and elsewhere and can't find a
solution. 

Thanks in advance for any help!

Elliott Franklin, CISSP
Information Security Officer
Texas State University - San Marcos
512.245.2501



From rmillisl at gdcanada.com  Thu Jul 14 13:40:17 2005
From: rmillisl at gdcanada.com (Randy Millis (lists account))
Date: Thu, 14 Jul 2005 11:40:17 -0600
Subject: [rt-users] 3.0.3 to 3.4.2 upgrade issues / questions using
	RHEL4InstallGuide?
Message-ID: <00eb01c5889b$19535fd0$6da01fac@gdcan.com>

- I used the RHEL4InstallGuide from
http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide to get RT 3.0.3
installed and working on my test virtual machine (under VMWare Workstation
5).

- I then went to my production box and did a "mysqldump --all-databases >
filename.sql"

- On the test virtual machine I did a "make dropdb" from the rt-3-0-3
install directory to get rid of the stock database.

-  On the test virtual machine I then did a "mysql -f -p < filename.sql" to
try and import my production database.

Can anyone help me sort out the following errors I got and help me determine
if I got an accurate import of my data?

Having never done this before: Do I need to drop some of these tables and
remove the duplicate entries first or is there a way to overwrite them?

-cut-
ERROR 1050 (42S01) at line 19: Table 'columns_priv' already exists
ERROR 1050 (42S01) at line 39: Table 'db' already exists
ERROR 1062 (23000) at line 63: Duplicate entry '%-test-' for key 1
ERROR 1062 (23000) at line 64: Duplicate entry '%-test\_%-' for key 1
ERROR 1062 (23000) at line 65: Duplicate entry 'localhost-rt3-rt_user' for
key 1
ERROR 1062 (23000) at line 66: Duplicate entry '%-mysql-cXXXX' for key 1
ERROR 1062 (23000) at line 67: Duplicate entry '%-rt3-cXXXX' for key 1
ERROR 1062 (23000) at line 68: Duplicate entry '%-test-cXXXX' for key 1
ERROR 1050 (42S01) at line 74: Table 'func' already exists
ERROR 1050 (42S01) at line 91: Table 'host' already exists
ERROR 1050 (42S01) at line 118: Table 'tables_priv' already exists
ERROR 1050 (42S01) at line 140: Table 'user' already exists
ERROR 1062 (23000) at line 179: Duplicate entry 'localhost-root' for key 1
ERROR 1062 (23000) at line 180: Duplicate entry 'cgyXXXXXX-root' for key 1
ERROR 1062 (23000) at line 181: Duplicate entry 'localhost-' for key 1
ERROR 1062 (23000) at line 182: Duplicate entry 'cgyXXXXXX-' for key 1
ERROR 1062 (23000) at line 183: Duplicate entry '%-cXXXX' for key 1
ERROR 1062 (23000) at line 184: Duplicate entry 'localhost-rt_user' for key
1
ERROR 1050 (42S01) at line 190: Table 'user_info' already exists
-cut-

Once the import was done I was able to login with user accounts from my
production system and when viewing all the data everything seems in tact
visually.

Then I moved to the "rt-3.4.2" install directory and did:

-
./configure --with-web-user=apache --with-web-group=apache --with-fastcgi --
with-mysql

-  sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep
MISSING, which indicated "Test::WWW::Mechanize ...MISSING"

- So as instructed in the guide, did "perl
sbin/rt-test-dependencies --with-mysql --with-fastcgi --install". The last
few lines read:
-cut-
Test::WWW::Mechanize is up to date.
MYSQL dependencies:
MAILGATE dependencies:
CORE dependencies:
-cut-
- But then when I run "perl
sbin/rt-test-dependencies --with-mysql --with-fastcgi --verbose | grep
MISSING" again, I get:

-cut-
        Test::WWW::Mechanize ...MISSING
-cut-

So I am confused as to what is going on here?


I tried to ignore the error, moved my /opt/rt3 to another name, from the
3.4.2 install directory did a "make upgrade" followed by "
           /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/
for  3.1.0  3.1.15  3.1.17  3.3.0  3.3.11.

With  /opt/rt3/sbin/rt-setup-database --dba
root --prompt-for-dba-password --action insert --datadir etc/upgrade/3.1.0 I
am getting the error:

-cut-
DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access denied
for user 'rt_user'@'localhost' (using password: YES) at
/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 98
Connect Failed Access denied for user 'rt_user'@'localhost' (using password:
YES)
-cut-

However, if I run mysql -p and use the same root password, I'm in.... Ideas?








The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. 
Thank you. 



From bestpractical at jon.limedaley.com  Thu Jul 14 14:03:34 2005
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 14 Jul 2005 14:03:34 -0400 (EDT)
Subject: [rt-users] Error with RT 3.0.12 and email creation of tickets
In-Reply-To: <01LQM4T0DN42935FJV@txstate.edu>
References: <01LQM4T0DN42935FJV@txstate.edu>
Message-ID: 

Have you seen this article:
http://mail.python.org/pipermail/mailman-users/2005-February/042410.html

http://wiki.bestpractical.com/index.cgi?search_term=pipe_transport&action=search

http://www.google.com/search?q=Delay+reason%3A+pipe_transport+unset+in+system_aliases+router



On Thu, 14 Jul 2005, IT Security wrote:
> I am running Debian with Exim4, Postgres and Apache2.  Everything works fine
> but when I send an email to the RT system it won't process and create a
> ticket.  I can see in the Exim4 log that it's trying to run the pipe
> command:
>
> |/usr/bin/rt-mailgate --queue 'Incident Reports' --action correspond --url
> http://localhost
>
> But receive this error:
>
> pipe to |/usr/bin/rt-mailgate --queue 'Incident Reports' --action correspond
> --url http://localhost
>    generated by rtir at xx.txstate.edu
>    Delay reason: pipe_transport unset in system_aliases router


From kballing at sci.utah.edu  Thu Jul 14 14:27:44 2005
From: kballing at sci.utah.edu (Kyle Balling)
Date: Thu, 14 Jul 2005 12:27:44 -0600
Subject: [rt-users] removing tabs completely
Message-ID: <42D6AEA0.9080508@sci.utah.edu>

Hello,
    I would like to know how I can completely get rid of tabs for a 
specific user. I greated a user "guest" who only has rights to view RTFM 
articles. The reason I would like to get rid of the tabs is from a 
different website, I would like to link to articles or tickets or 
whatever. After automatically logging in, I come to the article but the 
tabs are there and the user can then search or view history and use the 
tabs. I just want to see the pure article without the tabs. I figure I 
need to modify the /rt/local/html/RTFM/Elements/Tabs but I don't know 
much perl. So if the user is "guest" I don't want any tabs to show at 
all. All replies are appreciated.

From,
Kyle Balling
SCI Institute
University of Utah


From sturner at MIT.EDU  Thu Jul 14 14:48:53 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Thu, 14 Jul 2005 14:48:53 -0400
Subject: [rt-users] Drop down menu
In-Reply-To: 
References: 
Message-ID: <6.2.1.2.2.20050714144306.02e05380@po14.mit.edu>

At Thursday 7/14/2005 07:31 AM, Hilde T Lauvset Rafaelsen wrote:
>I want to show the Custom Fields in a drop down menu, rather than in a
>list.
>
>Does anybody know how I can tell RT to show CF in a drop down menu? I
>assume there is a way to tell RT to show the database results in a drop
>down menu?

I just made a mod to Elements/EditCustomFieldSelect to do this - I just changed

   size="<%$Rows%>"

to

   size="<% $Multiple ? $Rows : 1 %>"

This will still display a multiple-select element as a multi-line list. If 
you want ALL select elements to be displayed with just one line, you could 
use size="1", or omit the size attribute altogether.

Steve
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From dhartford at ghsinc.com  Thu Jul 14 15:45:13 2005
From: dhartford at ghsinc.com (Darren Hartford)
Date: Thu, 14 Jul 2005 15:45:13 -0400
Subject: [rt-users] Simple example please - REST/1.0/ticket/edit
Message-ID: <3ADC9031BA80EB49812A36BBC564D5A27B98FA@GHSEXCH.ghsinc.com>

Hey all,
Still can not find ANY documentation or examples regarding the REST
interface, which is too bad because it makes RT require more resources
to integrate - which in turn makes it not a good business decision.
Anyway, I digress.
 
I'm trying to post data to REST/1.0/ticket/edit (or /REST/1.0/edit as I
think they have the same functionality) and so far have not had any
success (I'm using jakarta-commons HTTPCLIENT, but that should be
irrelevant for the request).  
 
I would like an example of what the HTML POST should look like.  I'm
assuming it's already cookie-authed and that it is supposed to be a
multi-part form, and that if you want to create a new ticket you make
the key=value something like id=ticket/new, but beyond that:
======
RT/3.4.1 400 Bad Request

No objects specified.

======

Hopefully the request is clear and get a response soon :-)

-D

 

p.s. yes, I'm aware of the RT:Atom package, but as it does not seem to
be deployed with the standard 3.4, nor in any of the near future, and I
rather keep with something that is the least likely to break over
version upgrades.

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rmillisl at gdcanada.com  Thu Jul 14 15:46:56 2005
From: rmillisl at gdcanada.com (Randy Millis (lists account))
Date: Thu, 14 Jul 2005 13:46:56 -0600
Subject: [rt-users] 3.0.3 to 3.4.2 upgrade issues / questions
	usingRHEL4InstallGuide?
References: <00eb01c5889b$19535fd0$6da01fac@gdcan.com>
Message-ID: <011001c588ac$ca5bbf50$6da01fac@gdcan.com>

> With  /opt/rt3/sbin/rt-setup-database --dba
> root --prompt-for-dba-password --action insert --datadir etc/upgrade/3.1.0
I
> am getting the error:
>
> -cut-
> DBI connect('dbname=rt3;host=localhost','rt_user',...) failed: Access
denied
> for user 'rt_user'@'localhost' (using password: YES) at
> /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 98
> Connect Failed Access denied for user 'rt_user'@'localhost' (using
password:
> YES)
> -cut-
>

Ok, I resolved this by replacing my "/opt/rt3/etc/RT_SiteConfig.pm". Still
need help with the other items though please.


The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. 
Thank you. 



From chris_berry-list-rt-users at jm-associates.com  Thu Jul 14 15:47:49 2005
From: chris_berry-list-rt-users at jm-associates.com (Chris Berry)
Date: Thu, 14 Jul 2005 12:47:49 -0700
Subject: [rt-users] Setting up the database
Message-ID: <42D6C165.7010406@jm-associates.com>

I'm using Mandrake 10.1 Official, Apache 2, FastCGI, PostgreSQL 7.4.5

I've gotten through the manaual install up to the make install 
successfully.  At this point I'm attempting to make initialize-database, 
but having a few problems.  I've edited /opt/rt3/etc/RT_SiteConfig.pm to 
set the $DatabaseUser and $DatabasePassword variables, and added the 
database user to PostgreSQL.  For some reason it looks like it's still 
trying to use root to login.  I also tried putting the settings in 
/usr/local/src/rt-3.4.2/etc/RT_SiteConfig.pm, but that didn't seem to 
make a difference.  Here's the output:

[root at hermes /usr/local/src/rt-3.4.2]$ make initialize-database
/usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root 
--prompt-for-dba-password
In order to create or update your RT database,this script needs to 
connect to your Pg 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('dbname=template1;host=localhost','root',...) failed: could 
not connect to server: Connection refused
         Is the server running on host "localhost" and accepting
         TCP/IP connections on port 5432?
  at //opt/rt3/sbin/rt-setup-database line 101
Failed to connect to dbi:Pg:dbname=template1;host=localhost as root: 
could not connect to server: Connection refused
         Is the server running on host "localhost" and accepting
         TCP/IP connections on port 5432?
make: *** [initialize-database] Error 255

-- 
Chris Berry
chris_berry at jm-associates.com
Information Advisory Manager
JM Associates

"There is nothing so useless as doing efficiently that which should not 
be done at all." --Peter Drucker


From mherz at rigakumsc.com  Thu Jul 14 15:41:59 2005
From: mherz at rigakumsc.com (Michael Herz)
Date: Thu, 14 Jul 2005 14:41:59 -0500
Subject: [rt-users] RT not responding to some requests
Message-ID: <42D6C007.7070205@rigakumsc.com>

Good afternoon,
I have spent days looking on the Internet and in mail list archives and 
have not found the answer to this problem. I really hope someone can help.

RT works perfectly right now if email is sent to rt at aaa.com (example). 
However, we have 2 other email addresses that forward to rt at aaa.com. The 
other 2 addresses are rt at bbb.com and rt at aaabbb.com (due to a company 
merge). If email is sent in to rt at bbb.com or rt at aaabbb.com RT will get 
the ticket and record it in the queue but will not send out an email 
auto response. There isn't even a record in the history that an email 
was sent out.

I don't know if it has anything to do with it but the "To:" line in the 
tickets do reflect where the email was originally sent to, such as 
rt at bbb.com or rt at aaabbb.com. Not sure if that matters but I'm trying to 
give all the information i can.

Has anyone seen anything of this nature before  that can offer any help? 
If you have questions please ask as I am desperate to  find a solution. 
Thank you for your time.

-Michael


From trs at bestpractical.com  Thu Jul 14 16:35:34 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 14 Jul 2005 16:35:34 -0400
Subject: [rt-users] Printing tickets?
In-Reply-To: <9e769e4e050714042011bb8af4@mail.gmail.com>
References: <9e769e4e050714042011bb8af4@mail.gmail.com>
Message-ID: <42D6CC96.8030505@bestpractical.com>

Mike Dent wrote:
> is there any way the printing of RT tickets can be made to look prettier :)
> Some kind of print view maybe.
> 
> Using RT 3.4.1 .

Currently I believe there is no easy way, but the next major release of 
RT will include a print stylesheet for nicely formatted printing.

Cheers,
Tom


From phil.labonte at transcore.com  Thu Jul 14 16:56:45 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Thu, 14 Jul 2005 16:56:45 -0400
Subject: [rt-users] rights needed to see Extra Info under Users
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315018C8BB2@torex1.tcore.com>

I looked in the archives and I also looked in those files and still did
not work... other thoughts?


-----Original Message-----
From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru] 
Sent: Tuesday, July 12, 2005 2:53 PM
To: Labonte, Phil
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] rights needed to see Extra Info under Users

Labonte, Phil wrote:
> I know if I give a user 'UserAdmin' rights they can see the
information
> in the 'extra info' box in the identities section. But I do not want
to
> give these users 'UserAdmin' rights... what rights do they need in
order
> to see the information in the ExtraInfo box?
you hack RT a little. See User.pm and User_Overlay.pm there should be
_*Accessible method(s) that return HASH, in this HASH some fields marked
 as public, some as private. Change it and clean mason obj cache and
restart apache. IMHO this should work.

long-long time ago wrote full instructions to the ML as answer to
similar question. May be something stored on the wiki.

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




From ghenry at suretecsystems.com  Thu Jul 14 18:38:28 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Thu, 14 Jul 2005 23:38:28 +0100
Subject: [rt-users] New scrip to send e-mail when Spam ticket is deleted.
Message-ID: <200507142338.28770.ghenry@suretecsystems.com>

Dear List,

I have created a basic template which lists the ticket subject, saying it has 
been deleted (for when a spam e-mail gets deleted, that wasn't caught by 
Spamassassin). I want to create a scrip to trigger when I delete it and 
notify the AdminCCs.

This is all fine and I can see that I need to create a "User Defined" action, 
as there is no listing for a ticket being deleted.

What code do I reference for this, or am I missing an existing action?

Thanks.

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/


From nate at natetech.com  Thu Jul 14 18:41:25 2005
From: nate at natetech.com (Nate Duehr)
Date: Thu, 14 Jul 2005 16:41:25 -0600
Subject: [rt-users] rtx-shredder & Debian official packages?
In-Reply-To: 
References: <42D5F1B1.5050101@natetech.com> <42D62445.70404@miet.ru>
	<200507140249.36811.nate@natetech.com>
	
Message-ID: <42D6EA15.9030108@natetech.com>

David Glasser wrote:
> On Jul 14, 2005, at 5:49 AM, Nate Duehr wrote:
> 
>>
>> Ah, Debian "Sarge" (the current "stable" release of Debian is RT  
>> 3.0.12, not
>> 3.4.  I'm not sure what Debian "sid" (the current "unstable"  release) 
>> has in
>> it right now.
> 
> 
> Not so -- take a look at the request-tracker3.4 package.
> 
> --dave
>   Code Monkey, Best Practical Solutions

Ahh.. they split the packages, eh?

Hmm... wonder if they made the upgrade smooth or if it's messy... maybe 
I'll just have to go find out!  ;-)

Thanks for the heads-up!

Nate



From oliveaddict at gmail.com  Thu Jul 14 18:25:18 2005
From: oliveaddict at gmail.com (OliveAddict)
Date: Thu, 14 Jul 2005 15:25:18 -0700
Subject: [rt-users] Can't Save Searches
Message-ID: 

Hello folks :)

My Privileged on RT 3.4.2 users have: 
* CreateSavedSearch
* EditSavedSearches
* LoadSavedSearch
* ShowSavedSearches

My superusers can save searches, but privileged users cannot.  I found
that others have experienced a similar problem:
http://lists.bestpractical.com/pipermail/rt-users/2004-July/024774.html
http://lists.bestpractical.com/pipermail/rt-users/2005-May/031237.html

I assume that I am just missing a permission for the privileged users
group.  Can anyone point me in the right direction?

Regards


From oliveaddict at gmail.com  Thu Jul 14 19:43:30 2005
From: oliveaddict at gmail.com (OliveAddict)
Date: Thu, 14 Jul 2005 16:43:30 -0700
Subject: [rt-users] Re: Can't Save Searches
In-Reply-To: 
References: 
Message-ID: 

Hello :)

I just wanted to share the solution (thanks to jibsheet,irc.perl.org,#rt).
Adding ModifySelf rights to the Privileged group allows privileged
users to save searches.

Regards

On 7/14/05, OliveAddict  wrote:
> Hello folks :)
> 
> My Privileged users have:
> * CreateSavedSearch
> * EditSavedSearches
> * LoadSavedSearch
> * ShowSavedSearches
> 
> My superusers can save searches, but privileged users cannot.  I found
> that others have experienced a similar problem:
> http://lists.bestpractical.com/pipermail/rt-users/2004-July/024774.html
> http://lists.bestpractical.com/pipermail/rt-users/2005-May/031237.html
> 
> I assume that I am just missing a permission for the privileged users
> group.  Can anyone point me in the right direction?
> 
> Regards
>


From e.muehlfeld at isv-gmbh.de  Fri Jul 15 05:07:29 2005
From: e.muehlfeld at isv-gmbh.de (=?iso-8859-1?Q?Eberhard_M=FChlfeld?=)
Date: Fri, 15 Jul 2005 11:07:29 +0200
Subject: [rt-users] RT:Autoreply doesn't work
Message-ID: <00db01c5891c$a1878530$29bf73c2@isvgmbh.de>

Hi,
we just installed RT to test it for our purposes handling customers requests as a little software company.
Now we got the problem, that the autoreply feature doesn't work for automatic incoming requests where the new tickets
are created automatically.
The error message is
Jul 15 10:11:43 isvrouter RT:  No recipients found. Not sending.
(/opt/rt3/lib/RT/Action/SendEmail.pm:247)

First we tried it from a company e-mail account.
And then from a GMX account.
In both cases we got the same error message.

Any ideas what can be wrong?

Eberhard




From jphayes at gmail.com  Fri Jul 15 06:06:08 2005
From: jphayes at gmail.com (Jay)
Date: Fri, 15 Jul 2005 11:06:08 +0100
Subject: [rt-users] Adding a custom fields to resolve page.
Message-ID: <8d4ad9b905071503067fa5ed3a@mail.gmail.com>

Hello,
I was wondering is there any method of adding a custom field to 
the resolve/reply page of a ticket?

thanks in advance,
Jay


From ghenry at suretecsystems.com  Fri Jul 15 07:36:23 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Fri, 15 Jul 2005 12:36:23 +0100 (BST)
Subject: [rt-users] Jesse's Personal Domain: fsck.com-rt is action result
 messages on web interface?
Message-ID: <43558.193.195.148.66.1121427383.squirrel@webmail.suretecsystems.com>

Trying to delete: Base: fsck.com-rt://suretecsystems.com/ticket/83 Target:
Type MemberOf

How come Jesse's personal domain appears here?

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/




From hilde.rafaelsen at cc.uit.no  Fri Jul 15 09:08:57 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Fri, 15 Jul 2005 15:08:57 +0200
Subject: SV: [rt-users] Problem with mason handler
Message-ID: 

Hi again,

I thought all my errors was gone, but now I got a new error when I add a
comment or change owner of a ticket.

Here is the error:

[Fri Jul 15 13:44:03 2005] [error] [client 129.242.6.229] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Jul 15 11:44:01
2005] [error]: error:    couldn't parse head; error near:, referer:
http://rt.orakel.uit.no/Ticket/Update.html?Action=Comment&id=8292
[Fri Jul 15 13:44:03 2005] [error] [client 129.242.6.229] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr: Du har blitt tildelt
sak 'Testing testin 123' i Request Tracker, referer:
http://rt.orakel.uit.no/Ticket/Update.html?Action=Comment&id=8292
[Fri Jul 15 13:44:03 2005] [error] [client 129.242.6.229] FastCGI:
server "/opt/rt3/bin/mason_handler.fcgi" stderr:
(/opt/rt3/lib/RT/Template_Overlay.pm:366), referer:
http://rt.orakel.uit.no/Ticket/Update.html?Action=Comment&id=8292


Do you know what it may be?

Hilde 

-----Opprinnelig melding-----
Fra: Hilde T Lauvset Rafaelsen 
Sendt: 14. juli 2005 10:30
Til: 'Ruslan U. Zakirov'
Kopi: rt-users at lists.bestpractical.com
Emne: SV: [rt-users] Problem with mason handler

Hi,

Thanks, I installed Text::Quoted from CPAN and now all my errors are
gone.

Hilde 

-----Opprinnelig melding-----
Fra: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru]
Sendt: 11. juli 2005 17:05
Til: Hilde T Lauvset Rafaelsen
Kopi: rt-users at lists.bestpractical.com
Emne: Re: [rt-users] Problem with mason handler

Hilde T Lauvset Rafaelsen wrote:
> Hi,
> 
> Last week we upgrader RT from 3.0.30 to 3.4. We thought all went well,

> but today we get som errors in the httpd error_log.
> 
> When we add a comment or take a Ticket we got this error in the log
> file:
> [Fri Jul 08 13:07:14 2005] [error] [client 129.242.6.229] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized 
> value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line 
> 228., referer: http://rt.orakel.uit.no/ [Fri Jul 08 13:07:14 2005] 
> [error] [client 129.242.6.229] FastCGI:
> server "/opt/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized 
> value in length at /usr/lib/perl5/site_perl/5.8.1/Text/Quoted.pm line 
> 228., referer: http://rt.orakel.uit.no/
Install latest Text::Quoted from CPAN

> 
> When we press comment, RT displays two comments, one blank and the one

> we have written.
> 
> I thought it was because we was not using InnoDB, so I alter all the 
> Tables to use InnoDB, restartet mysl but the problem is still there.
> 
> Doen anybody know how to fix this?
> 
> Hilde
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 




From mengland at mengland.net  Fri Jul 15 09:31:08 2005
From: mengland at mengland.net (Matt England)
Date: Fri, 15 Jul 2005 08:31:08 -0500
Subject: [rt-users] Where to insert the
	AutogeneratedPassword	template text?
In-Reply-To: <42D65697.6090504@miet.ru>
References: <6.1.2.0.2.20050712102502.07844a30@127.0.0.1>
	<6.1.2.0.2.20050713212246.0802ea80@127.0.0.1>
	<1121309531.7036.65.camel@krs>
	<6.1.2.0.2.20050714064838.04a5c4d8@127.0.0.1>
	<42D65697.6090504@miet.ru>
Message-ID: <6.1.2.0.2.20050715082537.050fee98@127.0.0.1>

At 7/14/2005 07:12 AM, Ruslan U. Zakirov wrote:
>Goto Configuration tab in the WebUI, then Global->Templates.
>Select 'autoreply' template. You should see page where you can edit
>template.

Excellent.  Thank you, problem solved.  :)

I have updated the following wiki page with the procedure:

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

 > *** I DON'T KNOW __HOW__ TO IMPLEMENT IT ***
>Don't worry, be happy.

Just trying to makes sure the issue got some attention while asking the 
question for the 3rd time.  I'm quite happy.  :)

-Matt



From mherz at rigakumsc.com  Fri Jul 15 09:41:55 2005
From: mherz at rigakumsc.com (Michael Herz)
Date: Fri, 15 Jul 2005 08:41:55 -0500
Subject: [rt-users] Notify on create only
In-Reply-To: <42D6EA15.9030108@natetech.com>
References: <42D5F1B1.5050101@natetech.com>
	<42D62445.70404@miet.ru>	<200507140249.36811.nate@natetech.com>	
	<42D6EA15.9030108@natetech.com>
Message-ID: <42D7BD23.6010509@rigakumsc.com>

Hello,
Without using or modifying AdminCc or Cc I would like to create a group 
that is notified only when a new ticket is created. I know how to make 
the group and I know how to set up the template other than the code to 
actually send the email to a group. Can anyone help me with this ? Thank 
you.


From krolln at msoe.edu  Fri Jul 15 09:46:28 2005
From: krolln at msoe.edu (Kroll, Nathan Allen)
Date: Fri, 15 Jul 2005 08:46:28 -0500
Subject: [rt-users] mysql slowness
Message-ID: <83B691DE781219499913FBA1AD35B8A502B41379@email.msoe.edu>

I checked that none of those groups had OwnTicket rights.  

Any other ideas?

Nate

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil
Homewood
Sent: Wednesday, July 13, 2005 10:26 PM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] mysql slowness

Kroll, Nathan Allen wrote:
> I checked the group rights and the only right Everyone has is
> ModifyOwnMembership.  Howver, on the query builder page, for the Owner
> is drop down, there seems to be every email address we've ever entered
> on a ticket for requestor.  The requestor role isn't allowed to
> OwnTickets either though.  Why would every contact show up as a
possible
> owner if you can't select them as an owner when creating a ticket?

Have you checked both per-queue /and/ global rights? What about
rights for Unprivileged?
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
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  Fri Jul 15 10:10:07 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 15 Jul 2005 10:10:07 -0400
Subject: SV: [rt-users] Drop down menu
In-Reply-To: 
References: 
Message-ID: <6.2.1.2.2.20050715100721.02d48b20@po14.mit.edu>

At Friday 7/15/2005 05:16 AM, Hilde T Lauvset Rafaelsen wrote:
>Hi again,
>
>No I have changed $Rows to 1 in EditCustomField. I have also set Size = 1 
>in EditCustomFieldSelect. I now got a drop down list  on the custom fields 
>where i have "select one value". On the custom fields with select multiple 
>values i got this scroll menu wich shows only one item at the time, and 
>the custom fields has 8 items.
>
>Do You have an idea how I can fix to get drop down menu on a custom field 
>with "select multiple values" to?
>
>Hilde
>

I don't think you can - what you see is how your browser renders the 
multi-select field with one line. I've never seen a multi-select field that 
has a drop-down list  - I'm not sure how you would do multiple selections 
from a drop-down.

Steve 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Craig.Bloom at blackrock.com  Fri Jul 15 09:33:55 2005
From: Craig.Bloom at blackrock.com (Bloom, Craig)
Date: Fri, 15 Jul 2005 09:33:55 -0400
Subject: [rt-users] sending email to pre-defined address upon ticket creation
Message-ID: 

Hi,

 

I haven't been on this list for long, so I hope this isn't an issue that
has been covered already...

 

I have a very simple need - to create a scrip that, upon ticket creation
(not on update) sends an email with information about the ticket to a
certain pre-defined email address.  I don't want that address to be in
the cc: lists.  I want it to be invisible to the user creating the
ticket.  All new tickets should generate this email to the pre-defined
address.

 

Sounds simple but I haven't figured a way to do it yet.   Any help out
there?

 

Thanks,
Craig

 


THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From damianburke at gmail.com  Fri Jul 15 10:53:17 2005
From: damianburke at gmail.com (Damian)
Date: Fri, 15 Jul 2005 09:53:17 -0500
Subject: [rt-users] MySQL 5
Message-ID: 

I remember somebody asked a few days ago about MySQL5.

We just launched an RT 3.4.2 instance running on MySQL 5.0.7
and Fedora Core 4.  No problems.

   Damian


From mbochynski at audiumcorp.com  Fri Jul 15 11:03:31 2005
From: mbochynski at audiumcorp.com (Michael Bochynski)
Date: Fri, 15 Jul 2005 11:03:31 -0400
Subject: [rt-users] setting the DueData upon ticket creation
Message-ID: <1121439811.4509.7.camel@europium.audiumcorp.com>

Hi All,

I struggle with a (small) issue. I bet there is a simple solution for
this, however... 

Here's what I do

1. I send an email, which has month:MM, day:DD, year:YYYY, hour:HH,
min:NN fields in the body
2. I want to extract those fields and create ticket's DueDate with those
values.

I was looking at http://wiki.bestpractical.com/index.cgi?
SetTicketPropertiesViaMail

However somehow I cannot set the DueDate.

In my scrip, instead of

if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) {

      $self->TicketObj->SetOwner( $1 );
}

I use 

if( $content =~ m/^\Qmonth:\E\s*(\S+)\s*$/m ) {

      my $month = $1;
}

and so on for every field. 

However, I cannot set the DueDate later on. I tried with
$self->TicketObj->SetDue($date) 

however I have problems with creating proper $date field.

Any ideas?

Michael


From Ruslan.Zakirov at miet.ru  Fri Jul 15 11:22:02 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 19:22:02 +0400
Subject: [rt-users] MySQL 5
In-Reply-To: 
References: 
Message-ID: <42D7D49A.3090406@miet.ru>

	Hello, Damian.
Could you grab latest DBIx-SearchBuilder snapshot from CPAN and run
tests against MySQL5.x?

You can do it with next command:
<<<
SB_TEST_MYSQL="test" SB_TEST_MYSQL_USER="root" SB_TEST_MYSQL_PASS=""
make test TEST_VERBOSE=1
>>>
It's one line.
With SB_TEST_MYSQL ENV var you can set DB to use.
With SB_TEST_MYSQL_USER ENV var you can set DB user to use.
With SB_TEST_MYSQL_PASS ENV var you can set DB password to use.

If you could do this please send me a note on success or errors.

Damian wrote:
> I remember somebody asked a few days ago about MySQL5.
> 
> We just launched an RT 3.4.2 instance running on MySQL 5.0.7
> and Fedora Core 4.  No problems.
> 
>    Damian
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From ghenry at suretecsystems.com  Fri Jul 15 11:16:24 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Fri, 15 Jul 2005 16:16:24 +0100 (BST)
Subject: [rt-users] sending email to pre-defined address upon ticket 
	creation
In-Reply-To: 
References: 
Message-ID: <35729.193.195.148.66.1121440584.squirrel@webmail.suretecsystems.com>


> Hi,
>
>
>
> I haven't been on this list for long, so I hope this isn't an issue that
> has been covered already...
>
>
>
> I have a very simple need - to create a scrip that, upon ticket creation
> (not on update) sends an email with information about the ticket to a
> certain pre-defined email address.  I don't want that address to be in
> the cc: lists.  I want it to be invisible to the user creating the
> ticket.  All new tickets should generate this email to the pre-defined
> address.
>
>
>
> Sounds simple but I haven't figured a way to do it yet.   Any help out
> there?
>


This is called a "watcher".

Go to your queque and add a group and e-mail address. The default goes to
AdminCCs, so make sure that e-mail/user is part of it:

ADDING WATCHERS TO A QUEUE

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

These e-mails go out as BCC's

HTH.

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/


From Ruslan.Zakirov at miet.ru  Fri Jul 15 11:32:15 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 19:32:15 +0400
Subject: [rt-users] setting the DueData upon ticket creation
In-Reply-To: <1121439811.4509.7.camel@europium.audiumcorp.com>
References: <1121439811.4509.7.camel@europium.audiumcorp.com>
Message-ID: <42D7D6FF.5040501@miet.ru>

Michael Bochynski wrote:
> Hi All,
> 
> I struggle with a (small) issue. I bet there is a simple solution for
> this, however... 
> 
> Here's what I do
> 
> 1. I send an email, which has month:MM, day:DD, year:YYYY, hour:HH,
> min:NN fields in the body
> 2. I want to extract those fields and create ticket's DueDate with those
> values.
> 
> I was looking at http://wiki.bestpractical.com/index.cgi?
> SetTicketPropertiesViaMail
> 
> However somehow I cannot set the DueDate.
> 
> In my scrip, instead of
> 
> if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) {
> 
>       $self->TicketObj->SetOwner( $1 );
> }
> 
> I use 
> 
> if( $content =~ m/^\Qmonth:\E\s*(\S+)\s*$/m ) {
> 
>       my $month = $1;
> }
If you define variable with 'my' then it would be local to the block
it's defined in.
So try something like:
<<<
my ($month, $day);
if( $content =~ m/^\Qmonth:\E\s*(\S+)\s*$/im ) {
	$month = $1;
}
if( $content =~ m/^\Qday:\E\s*(\S+)\s*$/im ) {
	$month = $1;
}
...
my $date = "$month-$day";
...
>>>


> 
> and so on for every field. 
> 
> However, I cannot set the DueDate later on. I tried with
> $self->TicketObj->SetDue($date)
don't forget ; at the end of lines.

also I'm sure RT log has entries that scrip action has errors.
Please, analize logs.

> 
> however I have problems with creating proper $date field.
> 
> Any ideas?
> 
> 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 Ruslan.Zakirov at miet.ru  Fri Jul 15 11:33:52 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 19:33:52 +0400
Subject: [rt-users] Adding a custom fields to resolve page.
In-Reply-To: <8d4ad9b905071503067fa5ed3a@mail.gmail.com>
References: <8d4ad9b905071503067fa5ed3a@mail.gmail.com>
Message-ID: <42D7D760.9020906@miet.ru>

Yes, there is solutions on the wiki.
CustomFieldsOnUpdate page I remember right, and several other pages with
similar name.

Jay wrote:
> Hello,
> I was wondering is there any method of adding a custom field to 
> the resolve/reply page of a ticket?
> 
> thanks in advance,
> Jay
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From Ruslan.Zakirov at miet.ru  Fri Jul 15 11:15:51 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 19:15:51 +0400
Subject: [rt-users] sending email to pre-defined address upon ticket
	creation
In-Reply-To: 
References: 
Message-ID: <42D7D327.2020106@miet.ru>

You can try RT-Action-NotifyGroup I wrote, it's available from CPAN.
It has small command line script that allow you manage actions: create,
delete, add/del users, add/del groups...

See docs there is examples how to use command line interface


Bloom, Craig wrote:
> Hi,
> 
>  
> 
> I haven?t been on this list for long, so I hope this isn?t an issue that
> has been covered already?
> 
>  
> 
> I have a very simple need ? to create a scrip that, upon ticket creation
> (not on update) sends an email with information about the ticket to a
> certain pre-defined email address.  I don?t want that address to be in
> the cc: lists.  I want it to be invisible to the user creating the
> ticket.  All new tickets should generate this email to the pre-defined
> address.
> 
>  
> 
> Sounds simple but I haven?t figured a way to do it yet.   Any help out
> there?
> 
>  
> 
> Thanks,
> Craig
> 
>  
> 
> 
> THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE
> PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM
> DISCLOSURE. If the reader of this message is not the intended recipient,
> you are hereby notified that any dissemination, distribution, copying or
> use of this message and any attachment is strictly prohibited. If you
> have received this message in error, please notify us immediately by
> replying to the message and permanently delete it from your computer and
> destroy any printout thereof.
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From Ruslan.Zakirov at miet.ru  Fri Jul 15 11:36:28 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 19:36:28 +0400
Subject: [rt-users] New scrip to send e-mail when Spam ticket is deleted.
In-Reply-To: <200507142338.28770.ghenry@suretecsystems.com>
References: <200507142338.28770.ghenry@suretecsystems.com>
Message-ID: <42D7D7FC.1030807@miet.ru>

Gavin Henry wrote:
> Dear List,
> 
> I have created a basic template which lists the ticket subject, saying it has 
> been deleted (for when a spam e-mail gets deleted, that wasn't caught by 
> Spamassassin). I want to create a scrip to trigger when I delete it and 
> notify the AdminCCs.
> 
> This is all fine and I can see that I need to create a "User Defined" action, 
> as there is no listing for a ticket being deleted.
You need user defined condition, it should be something like:
<<<
return 1 if lc $self->TicketObj->Status eq 'deleted';
return 0;
>>>
Look on the wiki! There is more examples.

> 
> What code do I reference for this, or am I missing an existing action?
> 
> Thanks.
> 



From Ruslan.Zakirov at miet.ru  Fri Jul 15 11:39:41 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 19:39:41 +0400
Subject: [rt-users] Setting up the database
In-Reply-To: <42D6C165.7010406@jm-associates.com>
References: <42D6C165.7010406@jm-associates.com>
Message-ID: <42D7D8BD.1090203@miet.ru>

To setup DB you need user more privileged then user that RT uses after
installation.
You need DBA credentials to `make initdb`.
see ./configure --help

Chris Berry wrote:
> I'm using Mandrake 10.1 Official, Apache 2, FastCGI, PostgreSQL 7.4.5
> 
> I've gotten through the manaual install up to the make install
> successfully.  At this point I'm attempting to make initialize-database,
> but having a few problems.  I've edited /opt/rt3/etc/RT_SiteConfig.pm to
> set the $DatabaseUser and $DatabasePassword variables, and added the
> database user to PostgreSQL.  For some reason it looks like it's still
> trying to use root to login.  I also tried putting the settings in
> /usr/local/src/rt-3.4.2/etc/RT_SiteConfig.pm, but that didn't seem to
> make a difference.  Here's the output:
> 
> [root at hermes /usr/local/src/rt-3.4.2]$ make initialize-database
> /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root
> --prompt-for-dba-password
> In order to create or update your RT database,this script needs to
> connect to your Pg 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('dbname=template1;host=localhost','root',...) failed: could
> not connect to server: Connection refused
>         Is the server running on host "localhost" and accepting
>         TCP/IP connections on port 5432?
>  at //opt/rt3/sbin/rt-setup-database line 101
> Failed to connect to dbi:Pg:dbname=template1;host=localhost as root:
> could not connect to server: Connection refused
>         Is the server running on host "localhost" and accepting
>         TCP/IP connections on port 5432?
> make: *** [initialize-database] Error 255
> 



From Craig.Bloom at blackrock.com  Fri Jul 15 11:39:31 2005
From: Craig.Bloom at blackrock.com (Bloom, Craig)
Date: Fri, 15 Jul 2005 11:39:31 -0400
Subject: [rt-users] sending email to pre-defined address upon ticket
	creation
Message-ID: 

Thank for the feedback - 

However, use of a watcher will send an email to the watcher for every
ticket update also, correct?  I just want to send an email only upon
ticket creation, and preferably base the email off of a custom
template...

Any more info would be helpful.  Thanks.
 


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gavin
Henry
Sent: Friday, July 15, 2005 11:16 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] sending email to pre-defined address upon ticket
creation


> Hi,
>
>
>
> I haven't been on this list for long, so I hope this isn't an issue
that
> has been covered already...
>
>
>
> I have a very simple need - to create a scrip that, upon ticket
creation
> (not on update) sends an email with information about the ticket to a
> certain pre-defined email address.  I don't want that address to be in
> the cc: lists.  I want it to be invisible to the user creating the
> ticket.  All new tickets should generate this email to the pre-defined
> address.
>
>
>
> Sounds simple but I haven't figured a way to do it yet.   Any help out
> there?
>


This is called a "watcher".

Go to your queque and add a group and e-mail address. The default goes
to
AdminCCs, so make sure that e-mail/user is part of it:

ADDING WATCHERS TO A QUEUE

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

These e-mails go out as BCC's

HTH.

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

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

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

THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM DISCLOSURE. If the reader of this message is not the intended recipient, you are hereby notified that any dissemination, distribution, copying or use of this message and any attachment is strictly prohibited. If you have received this message in error, please notify us immediately by replying to the message and permanently delete it from your computer and destroy any printout thereof.


From Kendric.Beachey at garmin.com  Fri Jul 15 12:00:52 2005
From: Kendric.Beachey at garmin.com (Beachey, Kendric)
Date: Fri, 15 Jul 2005 11:00:52 -0500
Subject: [rt-users] RT develops sudden bouts of amnesia regarding logg
	ed-in users
Message-ID: <3E4A44981016924085A9E5D914F0834A06E45845@ftworth>

Followup:  I'm almost positive the full disk drive was the problem.  Now
that the percent full has been reduced from 100 to 68, RT is humming right
along.
-- 
Kendric


-----Original Message-----
From: Beachey, Kendric [mailto:Kendric.Beachey at garmin.com]
Sent: Thursday, July 14, 2005 9:35 AM
To: Rt-Users (E-mail)
Subject: RE: [rt-users] RT develops sudden bouts of amnesia regarding
logged-in users


That's a good guess, and is indeed giving us grief on a completely separate
project we're working on.  :-)

After some digging around, I'm thinking the culprit here is a full hard
drive.  I've sent email to the guy who runs the box to see what he can do.
I've deleted about 15K of old junk I had forgotten about on that machine,
which seems to have helped.  But 15K isn't much headroom, so if that really
was the problem, it'll probably come back unless the other guy can find a
lot more stuff to delete, or a new bigger hard drive.
-- 
Kendric


-----Original Message-----
From: Steve Neruda [mailto:neruda at neruda.com]
Sent: Thursday, July 14, 2005 8:57 AM
To: Beachey, Kendric
Subject: Re: [rt-users] RT develops sudden bouts of amnesia regarding
logged-in users


*This message was transferred with a trial version of CommuniGate(tm) Pro*
I've seen this type of problem when a "transparent" load balancing 
system was installed and didn't have "sticky" set.
What would happen is that the IP address would change between requests.

SteveN

On Jul 13, 2005, at 5:55 PM, Beachey, Kendric wrote:

> First off, let me apologize for running a fairly ancient version of 
> RT.  We
> are on 2.0.11pre, which is equivalent to 2.0.12.
>
> Quite some time ago I hacked our system to authenticate against our 
> Novell
> NDS via LDAP.  This has worked happily for a few years now.
>
> Today RT has begun kicking people out a lot.  After you log in, you 
> might
> get to view a ticket or do a search, but if you try to refine your 
> search or
> click a header to sort a different way, or tweak the people attached 
> to a
> ticket, just for instance, you often find yourself staring at the login
> screen again.  Logging in again generally gets you where you were 
> trying to
> go (although search criteria are often forgotten).  But you'll 
> probably have
> to re-re-login again several clicks later.
>
> Occasionally, a page will appear to have worked fine, but on closer
> inspection, it's missing something.  For instance, a ticket displays 
> pretty
> much fine, but the contents of all the correspondence is not shown.  
> Or a
> combo box of potential ticket owners has no contents.
>
> My very-slightly-educated guess is that our LDAP server might be 
> flipping
> its lid and bouncing people, sometimes right in the middle of a page 
> render,
> which could explain the partly rendered pages.
>
> Or am I barking up the wrong tree?  Does this sound more like 
> something else
> that anyone can recognize?
> --
> Kendric Beachey
>
>
>             -------------------------
> This e-mail and any attachments may contain confidential material for 
> the sole use of the intended recipient.  If you are not the intended 
> recipient, please be aware that any disclosure, copying, distribution 
> or use of this e-mail or any attachment is prohibited.  If you have 
> received this e-mail in error, please contact the sender and delete 
> all copies.
> Thank you for your cooperation
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/ms-tnef
Size: 4261 bytes
Desc: not available
URL: 

From ghenry at suretecsystems.com  Fri Jul 15 12:00:30 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Fri, 15 Jul 2005 17:00:30 +0100 (BST)
Subject: [rt-users] sending email to pre-defined address upon ticket 
	creation
In-Reply-To: 
References: 
Message-ID: <38119.193.195.148.66.1121443230.squirrel@webmail.suretecsystems.com>


> Thank for the feedback -
>
> However, use of a watcher will send an email to the watcher for every
> ticket update also, correct?  I just want to send an email only upon
> ticket creation, and preferably base the email off of a custom
> template...
>
> Any more info would be helpful.  Thanks.

You can create a new scrip for that queue for a new ticket creation.

>
>
>
> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gavin
> Henry
> Sent: Friday, July 15, 2005 11:16 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] sending email to pre-defined address upon ticket
> creation
>
> 
>> Hi,
>>
>>
>>
>> I haven't been on this list for long, so I hope this isn't an issue
> that
>> has been covered already...
>>
>>
>>
>> I have a very simple need - to create a scrip that, upon ticket
> creation
>> (not on update) sends an email with information about the ticket to a
>> certain pre-defined email address.  I don't want that address to be in
>> the cc: lists.  I want it to be invisible to the user creating the
>> ticket.  All new tickets should generate this email to the pre-defined
>> address.
>>
>>
>>
>> Sounds simple but I haven't figured a way to do it yet.   Any help out
>> there?
>>
>
>
> This is called a "watcher".
>
> Go to your queque and add a group and e-mail address. The default goes
> to
> AdminCCs, so make sure that e-mail/user is part of it:
>
> ADDING WATCHERS TO A QUEUE
>
> http://wiki.bestpractical.com/index.cgi?ManualAdministration
>
> These e-mails go out as BCC's
>
> HTH.
>
> --
> Kind Regards,
>
> Gavin Henry.
> Managing Director.
>
> T +44 (0) 1224 279484
> M +44 (0) 7930 323266
> F +44 (0) 1224 742001
> E ghenry at suretecsystems.com
>
> Open Source. Open Solutions(tm).
>
> http://www.suretecsystems.com/
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
> THE INFORMATION CONTAINED IN THIS MESSAGE AND ANY ATTACHMENT MAY BE
> PRIVILEGED, CONFIDENTIAL, PROPRIETARY OR OTHERWISE PROTECTED FROM
> DISCLOSURE. If the reader of this message is not the intended recipient,
> you are hereby notified that any dissemination, distribution, copying or
> use of this message and any attachment is strictly prohibited. If you have
> received this message in error, please notify us immediately by replying
> to the message and permanently delete it from your computer and destroy
> any printout thereof.
>



From Ahalya_Nathan at mudnebr.com  Fri Jul 15 12:08:41 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Fri, 15 Jul 2005 11:08:41 -0500
Subject: [rt-users] Ticket Creation Query
In-Reply-To: <35729.193.195.148.66.1121440584.squirrel@webmail.suretecsystems.com>
Message-ID: 

Hi all,
I am analysing the code(Ticket_Overlay.pm) to create a ticket and i come 
across this piece of code wherein the ticket  is created at this stage. 
Can anyone tell me which parent classes Create () is called ?

 my ($id,$ticket_message) = $self->SUPER::Create( %params);

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From sturner at MIT.EDU  Fri Jul 15 12:15:11 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 15 Jul 2005 12:15:11 -0400
Subject: [rt-users] Ticket Creation Query
In-Reply-To: 
References: <35729.193.195.148.66.1121440584.squirrel@webmail.suretecsystems.com>
	
Message-ID: <6.2.1.2.2.20050715121217.02e049a0@po14.mit.edu>

At Friday 7/15/2005 12:08 PM, Ahalya_Nathan at mudnebr.com wrote:

>Hi all,
>I am analysing the code(Ticket_Overlay.pm) to create a ticket and i come 
>across this piece of code wherein the ticket  is created at this stage. 
>Can anyone tell me which parent classes Create () is called ?
>
>  my ($id,$ticket_message) = $self->SUPER::Create( %params);

Ahalya,

Ticket_Overlay.pm works together with Ticket.pm, and Ticket.pm has a line

@ISA= qw( RT::Record );

which tells you the parent class.

Steve

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From harrison at itrd.gov  Fri Jul 15 12:18:56 2005
From: harrison at itrd.gov (Harrison, William )
Date: Fri, 15 Jul 2005 12:18:56 -0400
Subject: [rt-users] sending email to pre-defined address upon ticket
	creation
Message-ID: <01A46D03C041D64798A18E5A14947AC311016A@NCOEXCHANGE.itrd.gov>


...or you could remove the global scrip that sends out email to adminccs for each change...


> > However, use of a watcher will send an email to the watcher for every
> > ticket update also, correct?  I just want to send an email only upon
> > ticket creation, and preferably base the email off of a custom
> > template...
> >
> > Any more info would be helpful.  Thanks.
> 
> You can create a new scrip for that queue for a new ticket creation.
> 


From mbochynski at audiumcorp.com  Fri Jul 15 12:23:02 2005
From: mbochynski at audiumcorp.com (Michael Bochynski)
Date: Fri, 15 Jul 2005 12:23:02 -0400
Subject: [rt-users] setting the DueData upon ticket creation
In-Reply-To: <42D7D6FF.5040501@miet.ru>
References: <1121439811.4509.7.camel@europium.audiumcorp.com>
	<42D7D6FF.5040501@miet.ru>
Message-ID: <1121444583.4509.45.camel@europium.audiumcorp.com>

Ruslan,

On Fri, 2005-07-15 at 11:32 -0400, Ruslan U. Zakirov wrote:
> Michael Bochynski wrote:
> > Hi All,
> >
> > I struggle with a (small) issue. I bet there is a simple solution
> for
> > this, however...
> >
> > Here's what I do
> >
> > 1. I send an email, which has month:MM, day:DD, year:YYYY, hour:HH,
> > min:NN fields in the body
> > 2. I want to extract those fields and create ticket's DueDate with
> those
> > values.
> >
> > I was looking at http://wiki.bestpractical.com/index.cgi?
> > SetTicketPropertiesViaMail
> >
> > However somehow I cannot set the DueDate.
> >
> > In my scrip, instead of
> >
> > if( $content =~ m/^\QSet-Owner:\E\s*(\S+)\s*$/m ) {
> >
> >       $self->TicketObj->SetOwner( $1 );
> > }
> >
> > I use
> >
> > if( $content =~ m/^\Qmonth:\E\s*(\S+)\s*$/m ) {
> >
> >       my $month = $1;
> > }
> If you define variable with 'my' then it would be local to the block
> it's defined in.
> So try something like:
> <<<
> my ($month, $day);
> if( $content =~ m/^\Qmonth:\E\s*(\S+)\s*$/im ) {
>         $month = $1;
> }
> if( $content =~ m/^\Qday:\E\s*(\S+)\s*$/im ) {
>         $month = $1;
> }
> ...
> my $date = "$month-$day";
> ...
> >>>
> 
> 
> >
> > and so on for every field.
> >
> > However, I cannot set the DueDate later on. I tried with
> > $self->TicketObj->SetDue($date)
> don't forget ; at the end of lines.

:) I know .. it happens from time to time ;)
> 
> also I'm sure RT log has entries that scrip action has errors.
> Please, analize logs.

I did it ... 
and still problems.

When I use SetSubject ($date) it works, it sets the subject as
7-25-2005. However the same var for SetDate craps out with the following
errors:
[Fri Jul 15 16:06:45 2005] [error]: error:    couldn't parse head; error
near:
0

 (/usr/local/rt3.2.1//lib/RT/Template_Overlay.pm:341)
[Fri Jul 15 16:06:46 2005] [warning]:
at /usr/local/rt3.2.1//lib/RT/Date.pm line 170
        RT::Date::Set('RT::Date=HASH(0xc774e20)', 'Format', 'ISO',
'Value', '7-25-2006') called
at /usr/local/rt3.2.1//lib/RT/Transaction_Overlay.pm line 694
        RT::Transaction::__ANON__('RT::Transaction=HASH(0xc8aac34)')
called at /usr/local/rt3.2.1//lib/RT/Transaction_Overlay.pm line 515
        RT::Transaction::BriefDescription('RT::Transaction=HASH
(0xc8aac34)') called
at /usr/local/rt3.2.1//lib/RT/Transaction_Overlay.pm line 458
        RT::Transaction::Description('RT::Transaction=HASH(0xc8aac34)')
called at /usr/local/rt3.2.1//lib/RT/Ticket_Overlay.pm line 3827
        RT::Ticket::_Set('RT::Ticket=HASH(0xc75d8f8)', 'Field', 'Due',
'Value', '7-25-2006') called
at /usr/local/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Record.pm
line 408
        DBIx::SearchBuilder::Record::__ANON__('RT::Ticket=HASH
(0xc75d8f8)', '7-25-2006') called at (eval 22955) line 23
        eval 'my $AttachObj = $self->TransactionObj->Attachments->First;


Do I have to format the $date to a date format? If so, how?

> 
> >
> > however I have problems with creating proper $date field.
> >
> > Any ideas?
> >
> > 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 Ruslan.Zakirov at miet.ru  Fri Jul 15 12:29:40 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 20:29:40 +0400
Subject: [rt-users] removing tabs completely
In-Reply-To: <42D6AEA0.9080508@sci.utah.edu>
References: <42D6AEA0.9080508@sci.utah.edu>
Message-ID: <42D7E474.5090301@miet.ru>

Kyle Balling wrote:
> Hello,
>    I would like to know how I can completely get rid of tabs for a
> specific user. I greated a user "guest" who only has rights to view RTFM
> articles. The reason I would like to get rid of the tabs is from a
> different website, I would like to link to articles or tickets or
> whatever. After automatically logging in, I come to the article but the
> tabs are there and the user can then search or view history and use the
> tabs. I just want to see the pure article without the tabs. I figure I
> need to modify the /rt/local/html/RTFM/Elements/Tabs but I don't know
> much perl. So if the user is "guest" I don't want any tabs to show at
> all. All replies are appreciated.
If you remove tabs it doesn't mean user couldn't use direct links.

IMHO right thing to do: write something like SelfService for RTFM, some
special readonly web interface.

> 
> From,
> Kyle Balling
> SCI Institute
> University of Utah
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 



From Ruslan.Zakirov at miet.ru  Fri Jul 15 12:32:41 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 20:32:41 +0400
Subject: [rt-users] setting the DueData upon ticket creation
In-Reply-To: <1121444583.4509.45.camel@europium.audiumcorp.com>
References: <1121439811.4509.7.camel@europium.audiumcorp.com>	
	<42D7D6FF.5040501@miet.ru>
	<1121444583.4509.45.camel@europium.audiumcorp.com>
Message-ID: <42D7E529.1070806@miet.ru>

Michael Bochynski wrote:
> Ruslan,
> 
> On Fri, 2005-07-15 at 11:32 -0400, Ruslan U. Zakirov wrote:
> 
>>Michael Bochynski wrote:
>>
>>>Hi All,
>>>

[snip]

>>
>>>and so on for every field.
>>>
>>>However, I cannot set the DueDate later on. I tried with
>>>$self->TicketObj->SetDue($date)
>>
>>don't forget ; at the end of lines.
> 
> 
> :) I know .. it happens from time to time ;)
> 
>>also I'm sure RT log has entries that scrip action has errors.
>>Please, analize logs.
> 
> 
> I did it ... 
> and still problems.
> 
> When I use SetSubject ($date) it works, it sets the subject as
> 7-25-2005. However the same var for SetDate craps out with the following
> errors:
> [Fri Jul 15 16:06:45 2005] [error]: error:    couldn't parse head; error
> near:
> 0
> 
>  (/usr/local/rt3.2.1//lib/RT/Template_Overlay.pm:341)
> [Fri Jul 15 16:06:46 2005] [warning]:
> at /usr/local/rt3.2.1//lib/RT/Date.pm line 170
>         RT::Date::Set('RT::Date=HASH(0xc774e20)', 'Format', 'ISO',
> 'Value', '7-25-2006') called
[snip]
> 
> 
> Do I have to format the $date to a date format? If so, how?
Date should be in ISO format. ISO: "YYYY-MM-DD hh:mm:ss".

> 
> 
>>>however I have problems with creating proper $date field.
>>>
>>>Any ideas?
>>>
>>>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 Ahalya_Nathan at mudnebr.com  Fri Jul 15 12:58:35 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Fri, 15 Jul 2005 11:58:35 -0500
Subject: [rt-users] Query on Referential Integrity(RI) constraints in RT
In-Reply-To: <42D7E529.1070806@miet.ru>
Message-ID: 

Hi all,
Right now there are 20 tables of RT in the database. I wanted to introduce 
RI between the tables. After analysing the RT codes to an extent, i feel 
that it shouldn't impact any perl codes. If any person has more 
information on this then it will be helpful.


Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Ruslan.Zakirov at miet.ru  Fri Jul 15 13:19:50 2005
From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov)
Date: Fri, 15 Jul 2005 21:19:50 +0400
Subject: [rt-users] Query on Referential Integrity(RI) constraints in
 RT
In-Reply-To: 
References: 
Message-ID: <42D7F036.7030401@miet.ru>

As I understand you have FK mysql schema I sent to the list.
Also RTx-Shredder distribution has rtx-validator script(which is out of
the date) and API to check RI.

MySQL(4.0.x) has bug so you can't create some FKs in other case code RT
would fail on delete operations.

--
Regards, Ruslan.

Ahalya_Nathan at mudnebr.com wrote:
> 
> Hi all,
> Right now there are 20 tables of RT in the database. I wanted to
> introduce RI between the tables. After analysing the RT codes to an
> extent, i feel that it shouldn't impact any perl codes. If any person
> has more information on this then it will be helpful.
> 
> 
> Regards,
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District
> (402) 449-8218 phone
> (402) 449-8131 fax
> ahalya_nathan at mudnebr.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 virenp at mail.utexas.edu  Fri Jul 15 15:27:55 2005
From: virenp at mail.utexas.edu (Viren Patel)
Date: Fri, 15 Jul 2005 14:27:55 -0500 (CDT)
Subject: [rt-users] Moving a ticket on deletion
Message-ID: <55903.146.6.178.5.1121455675.squirrel@mail.cm.utexas.edu>

Hello. I am using RT 3.2.3. I would like to create a scrip
to move a ticket from one queue  to another when the
ticket is deleted. So I created a custom scrip for the
originating queue as follows:

   Description: MoveOnDelete
   Condition:   User Defined
   Action:      User Defined
   Template:    Global template: Status Change
   Stage:       TransactionCreate

   Custom condition:
      if ( $self->TicketObj->Status eq 'Deleted' ) {
         return 1;
      } else {
         return 0;
      }

   Custom action preparation code:
      my ($status,$msg) = $self->TicketObj->SetQueue(
'Deleted' );
      unless ( $status ) {
         die "Error: $msg";
      }
      ($status, $msg) = $self->TicketObj->SetStatus( 'new' );
      unless ( $status ) {
         die "Error: $msg";
      }
      return 1;

   Custom action cleanup code:
      return 1;

While the ticket disappears from the originating queue, it
doesn't show up in the 'Deleted' queue. I have tried
interchanging the preparation code with the cleanup code
(I guess I don't understand the difference) but same
problem. Any pointers to what I am doing wrong? TIA.

Viren



From sturner at MIT.EDU  Fri Jul 15 16:08:54 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Fri, 15 Jul 2005 16:08:54 -0400
Subject: [rt-users] Moving a ticket on deletion
In-Reply-To: <55903.146.6.178.5.1121455675.squirrel@mail.cm.utexas.edu>
References: <55903.146.6.178.5.1121455675.squirrel@mail.cm.utexas.edu>
Message-ID: <6.2.1.2.2.20050715160018.02e35448@po14.mit.edu>

At Friday 7/15/2005 03:27 PM, Viren Patel wrote:
>Hello. I am using RT 3.2.3. I would like to create a scrip
>to move a ticket from one queue  to another when the
>ticket is deleted. So I created a custom scrip for the
>originating queue as follows:
>    Custom condition:
>       if ( $self->TicketObj->Status eq 'Deleted' ) {
>          return 1;
>       } else {
>          return 0;
>       }
Note that this condition will be true for any action taken on a deleted 
ticket - maybe not a big deal because deleted tickets typically don't have 
anything done to them, but it might be safer to check the transaction to 
emulate the "On Delete" condition. (look for trans type = 'Status', 
NewValue = 'deleted' and OldValue != deleted').


>       ($status, $msg) = $self->TicketObj->SetStatus( 'new' );
So you've now got two status changes going on - maybe not a problem, but I 
wonder if this is confusing RT?

>While the ticket disappears from the originating queue, it
>doesn't show up in the 'Deleted' queue. I have tried
>interchanging the preparation code with the cleanup code
>(I guess I don't understand the difference) but same
>problem. Any pointers to what I am doing wrong? TIA.

Do you know what queue it does end up in? What status it gets? You should 
be able to find the ticket in the database and check it's Queue & Status 
values. If you pull up the ticket in the web UI, does the history indicate 
what happened?

Steve 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From jmctavish at matrixorbital.ca  Fri Jul 15 16:38:09 2005
From: jmctavish at matrixorbital.ca (James McTavish)
Date: Fri, 15 Jul 2005 14:38:09 -0600
Subject: [rt-users] Unknown column 'main.Disabled' in 'where clause'
Message-ID: <52DFCCAD-A75E-4A94-8861-2D36F8BE642B@matrixorbital.ca>

I have just finished upgrading from 3.2.1 to 3.4.2 and everything is  
running smoothly except for custom fields.  When I bring up a ticket,  
I get a ton of these errors in the apache logs (repeated several times):

FastCGI: server "/var/www/rt/rt-3.4.2/bin/mason_handler.fcgi" stderr:  
DBD::mysql::st execute failed: Unknown column 'main.Disabled' in  
'where clause' at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/ 
Handle.pm line 480., referer: http://rt/Search/Results.html? 
Query=Queue%20=%20'Technical%20Support'%20AND%20(Status%20=%20'open'% 
20OR%20Status%20=%20'new')&Rows=50

FastCGI: server "/var/www/rt/rt-3.4.2/bin/mason_handler.fcgi" stderr:  
RT::Handle=HASH(0x95d6ba0) couldn't execute the query 'SELECT count 
(main.id) FROM ObjectCustomFieldValues main   WHERE ((main.Disabled =  
'0')) AND ((main.ObjectId = '23707')) AND ((main.ObjectType =  
'RT::Transaction')) ' at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/ 
SearchBuilder/Handle.pm line 494., referer: http://rt/Search/ 
Results.html?Query=Queue%20=%20'Technical%20Support'%20AND%20(Status% 
20=%20'open'%20OR%20Status%20=%20'new')&Rows=50

And when I try to edit custom fields I get:

FastCGI: server "/var/www/rt/rt-3.4.2/bin/mason_handler.fcgi" stderr:  
DBD::mysql::st execute failed: Unknown column 'Disabled' in 'field  
list' at /usr/lib/perl5/vendor_perl/5.8.6/DBIx/SearchBuilder/ 
Handle.pm line 480., referer: http://rt/Ticket/Modify.html?id=4798

FastCGI: server "/var/www/rt/rt-3.4.2/bin/mason_handler.fcgi" stderr:  
RT::Handle=HASH(0x95d6ba0) couldn't execute the query 'INSERT INTO  
ObjectCustomFieldValues (ContentType, LargeContent, CustomField,  
Creator, ObjectId, LastUpdatedBy, Disabled, Created, Content,  
ContentEncoding, LastUpdated, ObjectType) VALUES  
(?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/vendor_perl/ 
5.8.6/DBIx/SearchBuilder/Handle.pm line 494., referer: http://rt/ 
Ticket/Modify.html?id=4798

I found elsewhere similar errors and the solution was to clear out  
the Mason cache.  The mason directories look empty and I've restarted  
the Apache server.  Is there anything else I can do or look at?

--
-James



From sturner at MIT.EDU  Sat Jul 16 11:06:04 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Sat, 16 Jul 2005 11:06:04 -0400
Subject: [rt-users] Moving a ticket on deletion
In-Reply-To: <55903.146.6.178.5.1121455675.squirrel@mail.cm.utexas.edu>
References: <55903.146.6.178.5.1121455675.squirrel@mail.cm.utexas.edu>
Message-ID: <6.2.1.2.2.20050716110414.02c80908@po14.mit.edu>

At Friday 7/15/2005 03:27 PM, Viren Patel wrote:
>Hello. I am using RT 3.2.3. I would like to create a scrip
>to move a ticket from one queue  to another when the
>ticket is deleted. So I created a custom scrip for the
>originating queue as follows:

One more question that occurred to me - as you are immediately changing the 
status to new as soon as the ticket is deleted (as well as moving to 
another queue), why not just change the queue for these tickets and not 
bother about deleting?

Steve 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rt at kenrobertson.com  Sat Jul 16 11:28:01 2005
From: rt at kenrobertson.com (ken robertson)
Date: Sun, 17 Jul 2005 01:28:01 +1000
Subject: [rt-users] Can't log out
Message-ID: <42D92781.9080304@kenrobertson.com>

G'day folks,
I'm trying to get RT up & running for a not-for-profit but I have a 
problem with not being able to log out (v3.4). Doesn't matter if it's IE 
or Firefox. No error messages are displayed, the previous user 
(currently root, I've just reinstalled) just ends up logged back in.

Any pointers would be appreciated.

-- 
Regards
Ken

Moderation should never be practised to excess!



From ghenry at suretecsystems.com  Sat Jul 16 14:43:17 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Sat, 16 Jul 2005 19:43:17 +0100
Subject: [rt-users] User can see other people tickets
Message-ID: <200507161943.22771.ghenry@suretecsystems.com>

Dear List,

I have granted the CreateTicket and SeeQueue to the group everyone in a 
particular queue.

I have also let a certain user login by giving them a password.

Now when I log in as them, I can see all the tickets that they have created, 
they can reply to their own tickets and create a new one.

This is perfect and what I would expect.

However, if they put in a ticket number that is not their own, in the Go To 
box, they can see that ticket (which is in the same queue).

Should they be able to see a ticket that is not their own?

Should I just create a new queue specifically for them i.e:

their-company-support

And handle it that way?

I would have thought that you should only be able to select a ticket that you 
created, no?

Thanks,

Gavin.

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/
-------------- next part --------------
A non-text attachment was scrubbed...
Name: not available
Type: application/pgp-signature
Size: 189 bytes
Desc: not available
URL: 

From mengland at mengland.net  Sat Jul 16 20:24:36 2005
From: mengland at mengland.net (Matt England)
Date: Sat, 16 Jul 2005 19:24:36 -0500
Subject: [rt-users] Can't log out
In-Reply-To: <42D92781.9080304@kenrobertson.com>
References: <42D92781.9080304@kenrobertson.com>
Message-ID: <6.1.2.0.2.20050716192213.04e7d640@127.0.0.1>

I appear to have the same problem on my 3.4.2 system, but it only happens 
occasionally using the Opera web-browser; so far I have not seen it happen 
with Firefox (haven't tried it with IE).  However, the logout problem does 
not happen consistently.

The problem seems to go away when I exit the browser (in this case Opera) 
and re-open it.

-Matt


At 7/16/2005 10:28 AM, ken robertson wrote:
>G'day folks,
>I'm trying to get RT up & running for a not-for-profit but I have a 
>problem with not being able to log out (v3.4). Doesn't matter if it's IE 
>or Firefox. No error messages are displayed, the previous user (currently 
>root, I've just reinstalled) just ends up logged back in.
>
>Any pointers would be appreciated.
>
>--
>Regards
>Ken
>
>Moderation should never be practised to excess!
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From baxter at cerebra.com  Sat Jul 16 20:45:24 2005
From: baxter at cerebra.com (Baxter Shepperson)
Date: Sat, 16 Jul 2005 17:45:24 -0700
Subject: [rt-users] Can't log out
Message-ID: 

I have the same problem on my 3.4.2. Originated on 3.4.1. Happens on both IE and firefox

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com 
To: ken robertson 
CC: rt-users at lists.bestpractical.com 
Sent: Sat Jul 16 17:24:36 2005
Subject: Re: [rt-users] Can't log out

I appear to have the same problem on my 3.4.2 system, but it only happens 
occasionally using the Opera web-browser; so far I have not seen it happen 
with Firefox (haven't tried it with IE).  However, the logout problem does 
not happen consistently.

The problem seems to go away when I exit the browser (in this case Opera) 
and re-open it.

-Matt


At 7/16/2005 10:28 AM, ken robertson wrote:
>G'day folks,
>I'm trying to get RT up & running for a not-for-profit but I have a 
>problem with not being able to log out (v3.4). Doesn't matter if it's IE 
>or Firefox. No error messages are displayed, the previous user (currently 
>root, I've just reinstalled) just ends up logged back in.
>
>Any pointers would be appreciated.
>
>--
>Regards
>Ken
>
>Moderation should never be practised to excess!
>
>_______________________________________________
>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 mengland at mengland.net  Sat Jul 16 21:02:34 2005
From: mengland at mengland.net (Matt England)
Date: Sat, 16 Jul 2005 20:02:34 -0500
Subject: [rt-users] Does RT support emailed password reminders?
Message-ID: <6.1.2.0.2.20050716200147.04ed9fd0@127.0.0.1>

Does RT support emailed password reminders, namely for when a user forgets 
a password and would like their password emailed to them?

-Matt



From mengland at mengland.net  Sat Jul 16 21:34:14 2005
From: mengland at mengland.net (Matt England)
Date: Sat, 16 Jul 2005 20:34:14 -0500
Subject: [rt-users] "Everyone" Group Rights do not translate to Unprivileged?
Message-ID: <6.1.2.0.2.20050716203017.04ec89d0@127.0.0.1>

Hello,

I granted several Rights to my server's Everyone Group (it's a "closed" 
server behind an SSL firewall) in hopes that I could grant most any 
capability (minus core admin stuff) to most any user.

However, I am finding that these aforementioned Rights do not seem to be 
reflected for my Unprivileged users.  Any idea why?

These Unprivileged users can only see the view for SelfService.  Further, 
they can not show automated email responses from RT via the web UI, nor can 
they view email headers, etc.  When attempting to click on the links 
associated with these commands, RT simply takes the Unprivileged user right 
back to the SelfService toplevel page.

Can anyone shed some light on this?

(My Unprivileged users are all created via auto email password 
generation...for what that's worth.)

-Matt



From kevinr at bestpractical.com  Sun Jul 17 03:47:47 2005
From: kevinr at bestpractical.com (Kevin Riggle)
Date: Sun, 17 Jul 2005 03:47:47 -0400
Subject: [rt-users] Jesse's Personal Domain: fsck.com-rt is action result
	messages on web interface?
In-Reply-To: <43558.193.195.148.66.1121427383.squirrel@webmail.suretecsystems.com>
References: <43558.193.195.148.66.1121427383.squirrel@webmail.suretecsystems.com>
Message-ID: <20050717074747.GQ22408@bestpractical.com>

On Fri, Jul 15, 2005 at 12:36:23PM +0100, Gavin Henry wrote:
> Trying to delete: Base: fsck.com-rt://suretecsystems.com/ticket/83 Target:
> Type MemberOf
> 
> How come Jesse's personal domain appears here?

One of the ways an RT instance references its own tickets is the 
fsck.com-rt:// URI.  According to Jesse:

> At the time it was built, the emerging standard
> for "Vendor" URI schemes was to prefix them with the vendor's domain
> name, so you didn't conflict with anyone else's URI schemes.

At that time, this meant fsck.com.  Since there are now extensions and
other third-party code which rely on this behavior, it's hard to
change.

- Kevin Riggle
  Best Practical, LLC.
-- 
> 
> -- 
> Kind Regards,
> 
> Gavin Henry.
> Managing Director.
> 
> T +44 (0) 1224 279484
> M +44 (0) 7930 323266
> F +44 (0) 1224 742001
> E ghenry at suretecsystems.com
> 
> Open Source. Open Solutions(tm).
> 
> http://www.suretecsystems.com/
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
  Kevin Riggle 
  Best Practical Solutions, LLC



On Fri, Jul 15, 2005 at 12:49:14PM -0400, Kevin Riggle wrote:
> Jesse -
> 
> Someone asked about this on rt-users.  Since I knew (having just been
> poking around with URI stuff), I wrote this up, but wanted to
> double-check that it was accurate, since I'm talking second-hand about
> stuff that happened way before this summer.  Let me know if I'm wrong
> about anything.


> 
> - Kevin
> ---
> 
> On Fri, Jul 15, 2005 at 12:36:23PM +0100, Gavin Henry wrote:
> > Trying to delete: Base: fsck.com-rt://suretecsystems.com/ticket/83 Target:
> > Type MemberOf
> > 
> > How come Jesse's personal domain appears here?
> 
> One of the ways an RT instance references its own tickets is the 
> fsck.com-rt:// URI. 'fsck.com' was used to make the URI unique to RT,
> and since there are extensions now which rely on it, it can't really
> be changed to, say, bestpractical.com-rt://.
> 
> - Kevin Riggle
>   Best Practical, LLC.
> -- 
> > 
> > -- 
> > Kind Regards,
> > 
> > Gavin Henry.
> > Managing Director.
> > 
> > T +44 (0) 1224 279484
> > M +44 (0) 7930 323266
> > F +44 (0) 1224 742001
> > E ghenry at suretecsystems.com
> > 
> > Open Source. Open Solutions(tm).
> > 
> > http://www.suretecsystems.com/
> > 
> > 
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > 
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> -- 
>   Kevin Riggle 
>   Best Practical Solutions, LLC
> 

-- 



From trs at bestpractical.com  Sun Jul 17 09:17:06 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Sun, 17 Jul 2005 09:17:06 -0400
Subject: [rt-users] Re: [ RT ] Timezone
In-Reply-To: 
References: 
Message-ID: <42DA5A52.6020603@bestpractical.com>

[copied to rt-users]

Lennon Barbosa Farias wrote:
> Hi Thomas,
> 
>                 About the ?Timezone? in the RT, is very strange, because 
> when I create a Ticket. In the information about the ticket, the 
> creation date is correct.
> 
>                 But, when I get it by code, the date is incorrect. It?s 
> returning a value with a difference about 3 hours.
> 
>                 There is some task that can I do to solve it? In the 
> code or in the configuration?

What's the value of $Timezone in your etc/RT_SiteConfig.pm?

Internally, RT stores dates in GMT and then uses the value of $Timezone 
to convert them for the user.  You might be running into a case where RT 
isn't doing the conversion.

Tom


From bgeorge1 at deqx.com  Sun Jul 17 16:08:13 2005
From: bgeorge1 at deqx.com (Brett)
Date: Sun, 17 Jul 2005 13:08:13 -0700
Subject: [rt-users] RT System error (locate object method "comp_root_array")
Message-ID: <42DABAAD.6010905@deqx.com>

Hi,

I'm getting the following error from request-tracker v.3.0.12.
I see this when i try to look at the servername/rt/index.html page. RT
was previously working fine, but now i am getting this error. Anyone ideas?

Thanks,
Brett.


System error

error:  Can't locate object method "comp_root_array" via package
"HTML::Mason::Resolver::File" at
/usr/share/request-tracker3/html/Elements/Callback line 30.

context:  ...
26:  
27:  <%init>
28:  # checks for inode change time for each callback directory
29:  my $new_check = join(
30:  $;, map { $_->[1] => (stat("$_->[1]/Callbacks"))[10] }
$m->interp->resolver->comp_root_array
31:  ) or return;
32:
33:  $Page = $m->callers(1)->path unless ($Page);
34:
...

code stack:  /usr/share/request-tracker3/html/Elements/Callback:30
/usr/share/request-tracker3/html/autohandler:165

raw error




Can't locate object method "comp_root_array" via package
"HTML::Mason::Resolver::File" at
/usr/share/request-tracker3/html/Elements/Callback line 30.


Trace begun at /usr/share/perl5/HTML/Mason/Exceptions.pm line 128
HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method
"comp_root_array" via package "HTML::Mason::Resolver::File" at
/usr/share/request-tracker3/html/Elements/Callback line 30.^J') called
at /usr/share/request-tracker3/html/Elements/Callback line 30
HTML::Mason::Commands::__ANON__('_CallbackName', 'Auth') called at
/usr/share/perl5/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9959c9c)',
'_CallbackName', 'Auth') called at
/usr/share/perl5/HTML/Mason/Request.pm line 1232
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226
HTML::Mason::Request::comp(undef, undef, '_CallbackName', 'Auth') called
at /usr/share/request-tracker3/html/autohandler line 165
HTML::Mason::Commands::__ANON__ at
/usr/share/perl5/HTML/Mason/Component.pm line 134
HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x988da80)')
called at /usr/share/perl5/HTML/Mason/Request.pm line 1227
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 1226
HTML::Mason::Request::comp(undef, undef, undef) called at
/usr/share/perl5/HTML/Mason/Request.pm line 458
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 458
eval {...} at /usr/share/perl5/HTML/Mason/Request.pm line 410
HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x98429fc)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 160
HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x98429fc)')
called at /usr/share/perl5/HTML/Mason/ApacheHandler.pm line 810
HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x865a0dc)',
'Apache=SCALAR(0x9785fd8)') 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(0x9785fd8)') called at /dev/null line 0
eval {...} at /dev/null line 0


From mengland at mengland.net  Sun Jul 17 23:15:15 2005
From: mengland at mengland.net (Matt England)
Date: Sun, 17 Jul 2005 22:15:15 -0500
Subject: [rt-users] "Everyone" Group Rights do not translate to
	Unprivileged?
In-Reply-To: <6.1.2.0.2.20050716203017.04ec89d0@127.0.0.1>
References: <6.1.2.0.2.20050716203017.04ec89d0@127.0.0.1>
Message-ID: <6.1.2.0.2.20050717221200.050da148@127.0.0.1>

I suspect at least part of my problem due to the fact that the "/Ticket" 
mechanism is not available via SelfService stuff, even when said rights are 
turned on.

I also am trying to determine if an unprivileged user can access anything 
other then SelfService ??

I'm working very hard to try and understand all the RT rights, and this is 
just a tast of it.

-Matt



From count at theblah.fi  Mon Jul 18 03:32:08 2005
From: count at theblah.fi (Jussi Hamalainen)
Date: Mon, 18 Jul 2005 10:32:08 +0300 (EEST)
Subject: [rt-users] SearchBuilder problem?
Message-ID: 

Hello!

I'm getting errors like this:

[Mon Jul 18 10:16:48 2005] [error] [client xxx.xxx.xxx.xx] FastCGI: 
server "/appl/rt2/rt2/bin/mason_handler.fcgi" stderr: 
RT::Handle=HASH(0x8bdf5bc) couldn't execute the query 'SELECT 
DISTINCT main.* FROM (Tickets main  LEFT JOIN Users Users_2  ON ( 
Users_2.id = Watchers_1.Owner)) , Watchers Watchers_1  WHERE 
((LOWER(Watchers_1.Email) = 
'user at domain')OR(LOWER(Users_2.EmailAddress) = 
'user at domain')) AND ((Watchers_1.Scope = 'Ticket')) AND 
((Watchers_1.Type = 'Requestor')) AND ((main.EffectiveId = main.id)) 
AND ((main.Status = 'new')OR(main.Status = 'open')) AND ((main.id = 
Watchers_1.Value)) ORDER BY main.Priority DESC LIMIT 25' at 
/appl/rt2/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 
494,  line 580., referer: https://rt.domain/rt2/

If I run that SQL command in psql I get this error:

ERROR:  Relation "watchers_1" does not exist

This is RT 2.0.17 (yes, I know I _really_ should upgrade...) and 
PostgreSQL 7.2.3 (yes, I should upgrade that too).

I googled a bit and found that this has something to do with 
DBIx::SearchBuilder. I'm currently running 1.27. Is there a fix 
available?

-- 
-=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=-

From count at theblah.fi  Mon Jul 18 05:42:16 2005
From: count at theblah.fi (Jussi Hamalainen)
Date: Mon, 18 Jul 2005 12:42:16 +0300 (EEST)
Subject: [rt-users] SearchBuilder problem?
In-Reply-To: 
References: 
Message-ID: 

On Mon, 18 Jul 2005, Jussi Hamalainen wrote:

> This is RT 2.0.17 (yes, I know I _really_ should upgrade...) and PostgreSQL 
> 7.2.3 (yes, I should upgrade that too).

Oops, a typo there. Just to clarify things, the RT version is 2.0.15.

-- 
-=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=-

From support at cyberpro.com.au  Mon Jul 18 07:57:58 2005
From: support at cyberpro.com.au (Les Stott)
Date: Mon, 18 Jul 2005 21:57:58 +1000
Subject: [rt-users] Bulk Update - edit custom fields - again :-(
Message-ID: <42DB9946.10901@cyberpro.com.au>

Hi Jesse,

We've just upgraded our RT to 3.4.2 on FC4 with fastcgi. All is working 
fine and superfast thanks to fastcgi :-)

However the ability to edit custom fields on a bulk update has 
disappeared again. :-(
Reading through the user mailling list i found this recent quote from 
you .....

>Bulk Update page, I don't see ticket custom fields at all. (They existed
>in 3.4.1 but were quite buggy and got pulled. It _is_ soemthing we've
>implemented in the QUEBEC branch for 3.6 and I suspect it could be
>backported without much trouble)

Is there any possibility of a backport in the near future? Can it 
possibly be done with Callbacks similar to the patch on the wiki for 
EditCustomFieldsOnUpdate 
http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate?

Thanks in advance,

Les





From chris at highlandclinic.com  Mon Jul 18 09:20:43 2005
From: chris at highlandclinic.com (Chris Benard)
Date: Mon, 18 Jul 2005 08:20:43 -0500
Subject: [rt-users] RT users show up in configuration but not on change
	ticket owner
Message-ID: <42DBACAB.7030005@highlandclinic.com>

When I go to change the owner of a ticket, only a few users show up, as 
in this screenshot:
http://img238.imageshack.us/img238/5545/changeowner8tu.jpg

However, when viewing the privileged users, there are many more, as in 
this screenshot:
http://img238.imageshack.us/img238/60/privusers4wi.jpg

What is the reason for this disparity, and can I fix it.  I've looked at 
the user tables in the rt3 database and I see nothing different between 
multiple users except for their id's and creators.

My main problem is that no one can assign tickets to me right now, along 
with a couple of other coworkers.

Thanks,
Chris Benard
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3244 bytes
Desc: S/MIME Cryptographic Signature
URL: 

From barnesaw at ucrwcu.rwc.uc.edu  Mon Jul 18 09:21:17 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 18 Jul 2005 09:21:17 -0400
Subject: [rt-users] RT users show up in configuration but not on change
	ticket owner
In-Reply-To: <42DBACAB.7030005@highlandclinic.com>
References: <42DBACAB.7030005@highlandclinic.com>
Message-ID: <42DBACCD.5050703@ucrwcu.rwc.uc.edu>



Chris Benard wrote:

> When I go to change the owner of a ticket, only a few users show up, 
> as in this screenshot:
> http://img238.imageshack.us/img238/5545/changeowner8tu.jpg
>
> However, when viewing the privileged users, there are many more, as in 
> this screenshot:
> http://img238.imageshack.us/img238/60/privusers4wi.jpg
>
> What is the reason for this disparity, and can I fix it.  I've looked 
> at the user tables in the rt3 database and I see nothing different 
> between multiple users except for their id's and creators.
>
> My main problem is that no one can assign tickets to me right now, 
> along with a couple of other coworkers.


Do the "missing" users have OwnTicket rights on that queue?

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

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



From chris at highlandclinic.com  Mon Jul 18 09:26:32 2005
From: chris at highlandclinic.com (Chris Benard)
Date: Mon, 18 Jul 2005 08:26:32 -0500
Subject: [rt-users] RT users show up in configuration but not on change
	ticket owner
In-Reply-To: <42DBACCD.5050703@ucrwcu.rwc.uc.edu>
References: <42DBACAB.7030005@highlandclinic.com>
	<42DBACCD.5050703@ucrwcu.rwc.uc.edu>
Message-ID: <42DBAE08.30103@highlandclinic.com>

They are all superuser.  Only we in IT are the ones who actually log 
into the interface.  I've rigged up a web submission system for everyone 
else through a web form via email.

I think I just found the solution, although strange.  I went into 
groups, and then into Staff, and the only users who were showing up were 
the ones in the staff group.

I'm not sure why that's required since we're all superusers, but that 
seems to have fixed it.  This was not required in RT 3.0.6, which is 
what I upgraded from to 3.4.2(doing make upgrade and upgrading the 
schema etc for each newer version).

Thanks,
Chris Benard

Drew Barnes wrote:
> Do the "missing" users have OwnTicket rights on that queue?
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3244 bytes
Desc: S/MIME Cryptographic Signature
URL: 

From barnesaw at ucrwcu.rwc.uc.edu  Mon Jul 18 09:29:01 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 18 Jul 2005 09:29:01 -0400
Subject: [rt-users] RT users show up in configuration but not on change
	ticket owner
In-Reply-To: <42DBAE08.30103@highlandclinic.com>
References: <42DBACAB.7030005@highlandclinic.com>
	<42DBACCD.5050703@ucrwcu.rwc.uc.edu>
	<42DBAE08.30103@highlandclinic.com>
Message-ID: <42DBAE9D.90507@ucrwcu.rwc.uc.edu>



Chris Benard wrote:

> They are all superuser.  Only we in IT are the ones who actually log 
> into the interface.  I've rigged up a web submission system for 
> everyone else through a web form via email.
>
> I think I just found the solution, although strange.  I went into 
> groups, and then into Staff, and the only users who were showing up 
> were the ones in the staff group.
>
> I'm not sure why that's required since we're all superusers, but that 
> seems to have fixed it.  This was not required in RT 3.0.6, which is 
> what I upgraded from to 3.4.2(doing make upgrade and upgrading the 
> schema etc for each newer version).


As I recall, in 3.4.x the superuser right no longer allows ticket 
ownership inherently, to keep root and other accounts like that from 
being ticket owners.  The reason adding other users to the staff group 
worked is likely to be the OwnTicket right assigned to that group.

Glad you got it working.

>
> Thanks,
> Chris Benard
>
> Drew Barnes wrote:
>
>> Do the "missing" users have OwnTicket rights on that queue?
>

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



From Ahalya_Nathan at mudnebr.com  Mon Jul 18 09:18:00 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Mon, 18 Jul 2005 08:18:00 -0500
Subject: [rt-users] Query on sequence numbers in RT tables
In-Reply-To: <6.2.1.2.2.20050715121217.02e049a0@po14.mit.edu>
Message-ID: 

Hi all,

All RT tables have "id" as their primary key. Is the "id" value for each 
of the tables generated by their sequence number value or are they 
generated from some part of RT perl code?

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rblanco at ats-connection.com.br  Mon Jul 18 09:53:10 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Mon, 18 Jul 2005 10:53:10 -0300
Subject: [rt-users] Quick Search" table's "got blank
Message-ID: 

Hi everybody,
 
I've been facing a problem with RT 3.4.2 and I'd like to know if someone
have ever faced the same situation and if there's something I could do:
 
After changing one queue's name, the complete "Quick Search" table's
"got blank" and all queues are showed with 0 tickets created (new and
old). If I click on any Queue to access the tickets created on it, it
doesn't show anything. I can only access the tickets created by its
number. And it also happens with the new tickets, when I add them.
 
If my description is not clear enough, just tell me and I'll try to
explain it better. 
 
Thanks and best regards.
 
Rodrigo Blanco
 
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Steven.Platt at HPA.org.uk  Mon Jul 18 11:42:48 2005
From: Steven.Platt at HPA.org.uk (CfI - Platt, Steven)
Date: Mon, 18 Jul 2005 16:42:48 +0100
Subject: [rt-users] How to change font size in queue listings and ticket
	body?
Message-ID: 

Hi RTers,
 
Can anyone tell me how I can change the font size of text in the queue
listings (i.e. as displayed in search, admin login, etc windows), and also
for text in the body of a ticket (comments, replies, etc...)
I've had a hunt around the mailing lists, but all responses refer to 
 
/rt/lib/rt/ui/web/manipulate.pm 

a few lines down there is a line: 
$QUEUE_FONT and $MESSAGE_FONT
 
I'm running RT v3.4.2 and this module doesn't seem to be part of RT anymore,
in fact the path is now /rt/lib/RT/Interface/Web/ if I'm reading it right.
I know it's na?ve to ask, but I'm assuming an Apache restart is in order
once any changes have been made.
 
It'd be great if these easily adjustable parameters still exist. Any help to
point me in the right direction is appreciated.
 
Thanks
 
Steve
 
Steve Platt
Bioinformatics Support Co-ordinator
Bioinformatics Unit: Statistics, Modelling & Bioinformatics Department
Center for Infections
Health Protection Agency
61 Colindale Avenue
London
UK
NW9 5HT
Tel: 0208 327 6618
 
http://www.hpa.org.uk/srmd/bioinformatics/index.htm
 



-----------------------------------------
**************************************************************************
The information contained in the EMail and any attachments is confidential
and intended solely and for the attention and use of the named
addressee(s). It may not be disclosed to any other person without the
express authority of the HPA, or the intended recipient, or both. If you
are not the intended recipient, you must not disclose, copy, distribute or
retain this message or any part of it. This footnote also confirms that
this EMail has been swept for computer viruses, but please re-sweep any
attachments before opening or saving. HTTP://www.HPA.org.uk
**************************************************************************
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From mamidikalyan at yahoo.co.in  Mon Jul 18 11:59:42 2005
From: mamidikalyan at yahoo.co.in (kalyan chakravorty)
Date: Mon, 18 Jul 2005 16:59:42 +0100 (BST)
Subject: [rt-users] Can't update anything to the database
Message-ID: <20050718155942.18860.qmail@web8404.mail.in.yahoo.com>

Hi,

I am facing this problem after i insert this in the
RT_SiteConfig.pm 

Set($WebSessionClass , 'Apache::Session::File');

"If i don't put this the session fails and it always
asks for multiple logins for every click on RT"

I tried to look at the weblog and this is the error on
the weblog

[Fri Jul 15 13:42:49 2005] [notice] caught SIGTERM,
shutting down
[Fri Jul 15 13:42:54 2005] [notice] Apache/1.3.33
(Unix) mod_perl/1.29
configured -- resuming normal operations
[Fri Jul 15 13:42:54 2005] [notice] Accept mutex:
fcntl (Default: fcntl)
[Fri Jul 15 13:43:44 2005] [notice] child pid 14370
exit signal Bus Error (10)

I running RT 3.4.2 on apache 1.33 on solaris 2.9, the
browser being mozilla

Thanks in advance,
Kalyan





		
__________________________________________________________
How much free photo storage do you get? Store your friends 'n family snaps for FREE with Yahoo! Photos http://in.photos.yahoo.com


From marc at tiosky.net  Mon Jul 18 12:00:20 2005
From: marc at tiosky.net (Marc A. Runkel)
Date: Mon, 18 Jul 2005 09:00:20 -0700
Subject: [rt-users] Problems after Perl upgrade
Message-ID: <0E9B82BD39F14D4FB8BADB8CED81744F0A0F26@tio-mail.tiosky.com>

I've been forwarded this message from a friend of a friend, since I'm by
no means a Perl expert, I thought I'd pass along to the list to leverage
your knowledge.

My initial thought is to reverse the Perl upgrade, but it's probably
needed for something else.  Is this simply a path issue?

----------------- fowarded message -------------------
 
I've been running RT3 for quite some time now but after a Perl upgrade I
can't get it to run again. I've seen this before but I can't for the
life of my remember what I did to fix it the last time. Although I know
very little about Perl, everything appears to be in order (Perl 5.8.7)
including HTML::Scrubber. RT3's test script says everything is fine. But
when I log in I get this:

 

error: 
 Can't locate object method "new" via package "HTML::Scrubber" (perhaps
you forgot to load "HTML::Scrubber"?) at
/usr/local/rt3/share/html/Elements/ScrubHTML line 47.
 
context: 
 ... 
  
 
43: 
 %# those contributions and any derivatives thereof.
 
44: 
 %# 
 
45: 
 %# }}} END BPS TAGGED BLOCK
 
46: 
 <%init>
 
47: 
 my $scrubber = HTML::Scrubber->new();
 
48: 
  
 
49: 
 $scrubber->default(
 
50: 
 0,
 
51: 
 {
 
... 
  
 

 
code stack: 
 /usr/local/rt3/share/html/Elements/ScrubHTML:47
/usr/local/rt3/share/html/Elements/TicketList:90
/usr/local/rt3/share/html/Elements/MyTickets:49
/usr/local/rt3/share/html/Elements/TitleBox:48
/usr/local/rt3/share/html/Elements/MyTickets:58
/usr/local/rt3/share/html/index.html:80
/usr/local/rt3/share/html/autohandler:221
 

raw error

 

I also get this when I got the Ticket page:

 

error: 
 RT::User::Attributes Unimplemented in HTML::Mason::Commands.
(/usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects line
58) 
 
context: 
 ... 
  
 
483: 
 else {
 
484: 
 my ( $package, $filename, $line );
 
485: 
 ( $package, $filename, $line ) = caller;
 
486: 
  
 
487: 
 die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n";
 
488: 
 }
 
489: 
  
 
490: 
 }
 
491: 
  
 
... 
  
 

 
code stack: 
 /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Record.pm:487
/usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects:58
/usr/local/rt3/share/html/Search/Elements/EditSearches:70
/usr/local/rt3/share/html/Search/Build.html:88
/usr/local/rt3/share/html/autohandler:221
 

raw error

 



From paul at paulororke.net  Mon Jul 18 14:25:14 2005
From: paul at paulororke.net (Paul O'Rorke)
Date: Mon, 18 Jul 2005 11:25:14 -0700
Subject: [rt-users] mailgate
Message-ID: <42DBF40A.5030506@paulororke.net>

Hi all,

I'm trying to get a handle on RT to use for my employer's IT support.  
According to 'perldoc /opt/rt3/bin/rt-mailgate':

'... you will need first of all to create an RT user for the mail 
gateway and assign it a password; this helps to ensure that mail coming 
into the web server did originate from the gateway.'

I'm not at all clear on what this represents.  Is it a single user 
within RT that recieves all email directed at the system like 
help at rt.example.com?  Am I missing something fundamental here?

-- 
Paul O'Rorke

paul at paulororke.net



From chris at highlandclinic.com  Mon Jul 18 14:30:10 2005
From: chris at highlandclinic.com (Chris Benard)
Date: Mon, 18 Jul 2005 13:30:10 -0500
Subject: [rt-users] hiding ticket metadata automatically
Message-ID: <42DBF532.5090805@highlandclinic.com>

Is there a way to "roll up" the ticket meta data automatically like it 
does when you click on the X on it, so that the ticket history would be 
the majority of the screen.  We rarely look at that and instead look at 
the ticket history, and it would be good if we didn't have to click X to 
roll it up, and instead would just click on the X to roll it down if we 
need to see it.

I'm not afraid to go hacking perl code, but I just don't know where to 
look, since it's so modularized.

Thanks,
Chris Benard
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3244 bytes
Desc: S/MIME Cryptographic Signature
URL: 

From jesse at bestpractical.com  Mon Jul 18 14:46:27 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Mon, 18 Jul 2005 14:46:27 -0400
Subject: [rt-users] hiding ticket metadata automatically
In-Reply-To: <42DBF532.5090805@highlandclinic.com>
References: <42DBF532.5090805@highlandclinic.com>
Message-ID: <20050718184627.GM3880@bestpractical.com>




On Mon, Jul 18, 2005 at 01:30:10PM -0500, Chris Benard wrote:
> Is there a way to "roll up" the ticket meta data automatically like it 
> does when you click on the X on it, so that the ticket history would be 
> the majority of the screen.  We rarely look at that and instead look at 
> the ticket history, and it would be good if we didn't have to click X to 
> roll it up, and instead would just click on the X to roll it down if we 
> need to see it.
> 

The next major version of RT (currently, the 3.5 development series)
makes those little X boxes sticky per-client (using cookies), thanks to
a bit of Javascript wizardry from one of our ace interns, Tom Sibley.  
Tom's actually been doing a lot of the work on cleaning up RT 3.5's HTML
and building CSS stylesheets for a fresh new look or two.

Jesse


From phil.labonte at transcore.com  Mon Jul 18 16:51:59 2005
From: phil.labonte at transcore.com (Labonte, Phil)
Date: Mon, 18 Jul 2005 16:51:59 -0400
Subject: [rt-users] mailgate
Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315018C8CE4@torex1.tcore.com>

Yes basically that is it...

If you look at /etc/aliases that is where you assign which user you
designate as the one the receives the emails (rt by default).

Let me know if you need more help

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul
O'Rorke
Sent: Monday, July 18, 2005 2:25 PM
To: RT Users
Subject: [rt-users] mailgate

Hi all,

I'm trying to get a handle on RT to use for my employer's IT support.  
According to 'perldoc /opt/rt3/bin/rt-mailgate':

'... you will need first of all to create an RT user for the mail 
gateway and assign it a password; this helps to ensure that mail coming 
into the web server did originate from the gateway.'

I'm not at all clear on what this represents.  Is it a single user 
within RT that recieves all email directed at the system like 
help at rt.example.com?  Am I missing something fundamental here?

-- 
Paul O'Rorke

paul at paulororke.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 bgeorge1 at deqx.com  Mon Jul 18 17:18:47 2005
From: bgeorge1 at deqx.com (Brett)
Date: Mon, 18 Jul 2005 14:18:47 -0700
Subject: [rt-users] migrating debian from v3 to v3.4
Message-ID: <42DC1CB7.4030301@deqx.com>

Hi,

I'm attempting to upgrate from 3.0 to 3.4 on debian. Here's the steps
i've taken:

apt-get upgrade request-tracker3.4
modified  /etc/request-tracker3.4/RT_SiteConfig.PM
modified symbolic links at /etc/alternatives.
update /etc/apache/httpd.conf

I can log into 3.4 without a problem and all my tickets are there. The
problem is that none of the tickets have any of their original text.
They are completely blank! AArrgh!!

Did i miss a step in the changeover?

Brett.


From oododa at email.sjsu.edu  Mon Jul 18 10:09:33 2005
From: oododa at email.sjsu.edu (O. Ododa)
Date: Mon, 18 Jul 2005 14:09:33 +0000
Subject: [rt-users] aborting ticket creation via scrip
Message-ID: <42DBB81D.1060501@email.sjsu.edu>

I'm trying to find a way to get RT not to create a ticket when it 
receives an email that matches certain criteria (is in a specific queue, 
subject matches or doesn't match a regex, content lines match or don't 
match a specific regex).

I've written the scrip and if a given check fails, I 'return undef;', 
but RT creates the ticket anyway. Is there any way to avoid this? I've 
searched the archive, and have come up empty.
--
O. Ododa


From joby at u.washington.edu  Mon Jul 18 17:56:06 2005
From: joby at u.washington.edu (Joby Walker)
Date: Mon, 18 Jul 2005 14:56:06 -0700
Subject: [rt-users] aborting ticket creation via scrip
In-Reply-To: <42DBB81D.1060501@email.sjsu.edu>
References: <42DBB81D.1060501@email.sjsu.edu>
Message-ID: <42DC2576.8010203@u.washington.edu>

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

I'm pretty sure this isn't possible with a scrip.  What you could do is
on create set the status to "deleted" when matching your criteria.

Joby Walker
ITI SSG, University of Washington
- --
PGP key: https://staff.washington.edu/joby/joby-u-pub.asc


O. Ododa wrote:
> I'm trying to find a way to get RT not to create a ticket when it
> receives an email that matches certain criteria (is in a specific queue,
> subject matches or doesn't match a regex, content lines match or don't
> match a specific regex).
> 
> I've written the scrip and if a given check fails, I 'return undef;',
> but RT creates the ticket anyway. Is there any way to avoid this? I've
> searched the archive, and have come up empty.
> -- 
> O. Ododa
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFC3CV2gA0gpghkf88RAibJAJ0ZeLdmnKDHByPaQNMNPG7ZOWGV/QCfYSHf
0rkuHb7Z63vDTtV2K21Kubs=
=876g
-----END PGP SIGNATURE-----


From mengland at mengland.net  Mon Jul 18 19:37:30 2005
From: mengland at mengland.net (Matt England)
Date: Mon, 18 Jul 2005 18:37:30 -0500
Subject: [rt-users] How can I edit a CustomField from the cmdline?
Message-ID: <6.1.2.0.2.20050718183631.050a5ec0@127.0.0.1>

How can I edit a CustomField from the cmdline?

I've tried these lines:

rt ls -i "Queue='sw-dev'" | rt edit - set cf.mycustfield=yes
rt ls -i "Queue='sw-dev'" | rt edit - set mycustfield=yes

with no success.

-Matt



From mengland at mengland.net  Mon Jul 18 19:43:10 2005
From: mengland at mengland.net (Matt England)
Date: Mon, 18 Jul 2005 18:43:10 -0500
Subject: [rt-users] HowTo get URLs to auto-generate links in Ticket/Display?
Message-ID: <6.1.2.0.2.20050718184237.06e63ec0@127.0.0.1>

How can one get URLs to auto-generate links in Ticket/Display?

-Matt	



From pdh at bestpractical.com  Mon Jul 18 23:34:02 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 19 Jul 2005 13:34:02 +1000
Subject: [rt-users] "Everyone" Group Rights do not translate to
	Unprivileged?
In-Reply-To: <6.1.2.0.2.20050717221200.050da148@127.0.0.1>
References: <6.1.2.0.2.20050716203017.04ec89d0@127.0.0.1>
	<6.1.2.0.2.20050717221200.050da148@127.0.0.1>
Message-ID: <20050719033402.GA3252@bestpractical.com>

Matt England wrote:
> I also am trying to determine if an unprivileged user can access anything 
> other then SelfService ??

Nope; that's more or less the main effect of the "privileged" flag.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Mon Jul 18 23:41:14 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 19 Jul 2005 13:41:14 +1000
Subject: [rt-users] Query on sequence numbers in RT tables
In-Reply-To: 
References: <6.2.1.2.2.20050715121217.02e049a0@po14.mit.edu>
	
Message-ID: <20050719034114.GB3252@bestpractical.com>

Ahalya_Nathan at mudnebr.com wrote:
> All RT tables have "id" as their primary key. Is the "id" value for each 
> of the tables generated by their sequence number value or are they 
> generated from some part of RT perl code?

It's an autoincrement/sequence field in the DB. Check the
schema for your database to verify.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Mon Jul 18 23:44:30 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 19 Jul 2005 13:44:30 +1000
Subject: [rt-users] aborting ticket creation via scrip
In-Reply-To: <42DC2576.8010203@u.washington.edu>
References: <42DBB81D.1060501@email.sjsu.edu>
	<42DC2576.8010203@u.washington.edu>
Message-ID: <20050719034430.GC3252@bestpractical.com>

Joby Walker wrote:
> I'm pretty sure this isn't possible with a scrip.  What you could do is
> on create set the status to "deleted" when matching your criteria.

Correct; the scrip only fires once the ticket is created. It
can't prevent the creation.

Another approach would be to filter the mail (using procmail or
Mail::Audit or whatever you like) prior to injecting into RT.

> O. Ododa wrote:
> > I'm trying to find a way to get RT not to create a ticket when it
> > receives an email that matches certain criteria (is in a specific queue,
> > subject matches or doesn't match a regex, content lines match or don't
> > match a specific regex).
> > 
> > I've written the scrip and if a given check fails, I 'return undef;',
> > but RT creates the ticket anyway. Is there any way to avoid this? I've
> > searched the archive, and have come up empty.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Mon Jul 18 23:52:55 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Tue, 19 Jul 2005 13:52:55 +1000
Subject: [rt-users] User can see other people tickets
In-Reply-To: <200507161943.22771.ghenry@suretecsystems.com>
References: <200507161943.22771.ghenry@suretecsystems.com>
Message-ID: <20050719035255.GD3252@bestpractical.com>

Gavin Henry wrote:
> However, if they put in a ticket number that is not their own, in the Go To 
> box, they can see that ticket (which is in the same queue).
> 
> Should they be able to see a ticket that is not their own?

Not unless you give them the right to do so...

> I would have thought that you should only be able to select a ticket that you 
> created, no?

If that's how your rights are set up, yes. :-) Perhaps your
Everyone (or (Un)Privileged) group has some rights it shouldn't
have, either globally or at the queue level?
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pavel.ruzicka at i.cz  Tue Jul 19 04:13:41 2005
From: pavel.ruzicka at i.cz (Pavel Ruzicka)
Date: Tue, 19 Jul 2005 10:13:41 +0200
Subject: [rt-users] aborting ticket creation via scrip
In-Reply-To: <42DBB81D.1060501@email.sjsu.edu>
References: <42DBB81D.1060501@email.sjsu.edu>
Message-ID: <42DCB635.8020705@i.cz>

As others wrote, its not possible because of processing order.

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

     * Create transaction
     * Find condition matches
     * Execute preparation code scrip by scrip
     * Scrips that fail will be thrown away
     * Execute commit code of surviving scrips proceeding scrip by scrip

Ruza

O. Ododa wrote:
> I'm trying to find a way to get RT not to create a ticket when it 
> receives an email that matches certain criteria (is in a specific queue, 
> subject matches or doesn't match a regex, content lines match or don't 
> match a specific regex).
> 
> I've written the scrip and if a given check fails, I 'return undef;', 
> but RT creates the ticket anyway. Is there any way to avoid this? I've 
> searched the archive, and have come up empty.
> -- 
> O. Ododa
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Pavel Ruzicka, HelpDesk ICZ

*** HelpDesk ICZ a.s. *********************
Hvezdova 1689/2a, 140 00 Prague 4, CZ
tel: +420 24 41 00 111   _
Fax: +420 24 41 00 222  @_}-,^--`--
GSM: +420 724 429 767
mailto:pavel.ruzicka at i.cz http://www.i.cz
*******************************************


From ghenry at suretecsystems.com  Tue Jul 19 05:44:02 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Tue, 19 Jul 2005 10:44:02 +0100 (BST)
Subject: [rt-users] User can see other people tickets
In-Reply-To: <20050719035255.GD3252@bestpractical.com>
References: <200507161943.22771.ghenry@suretecsystems.com>
	<20050719035255.GD3252@bestpractical.com>
Message-ID: <62350.193.195.148.66.1121766242.squirrel@webmail.suretecsystems.com>


> Gavin Henry wrote:
>> However, if they put in a ticket number that is not their own, in the Go
>> To
>> box, they can see that ticket (which is in the same queue).
>>
>> Should they be able to see a ticket that is not their own?
>
> Not unless you give them the right to do so...

I have set no rights globally, the only rights I have set relate to the
only two queues we have.

The only group given rights (except a staff group) is everyone, which have:

CreateTicket
ReplyToTicket
SeeQueue

That's it.

If I enable an automatically created user to log in, they can "Go To
Ticket" and put in ticket #1 etc. and see tickets that are not theirs.

Most however, do say "Permission Denied", but some don't.

>
>> I would have thought that you should only be able to select a ticket
>> that you
>> created, no?
>
> If that's how your rights are set up, yes. :-) Perhaps your
> Everyone (or (Un)Privileged) group has some rights it shouldn't
> have, either globally or at the queue level?

See above.

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



From rickr at rice.edu  Tue Jul 19 08:04:33 2005
From: rickr at rice.edu (Rick Russell)
Date: Tue, 19 Jul 2005 07:04:33 -0500
Subject: [rt-users] aborting ticket creation via scrip
In-Reply-To: <42DBB81D.1060501@email.sjsu.edu>
References: <42DBB81D.1060501@email.sjsu.edu>
Message-ID: <42DCEC51.7080004@rice.edu>



O. Ododa wrote:
>> receives an email that matches certain criteria (is in a specific queue,
> subject matches or doesn't match a regex, content lines match or don't
> match a specific regex).

If it's in a queue, the ticket is already created :-)

If you must do this within RT (instead of filtering out the e-mail
before it enters RT), you probably want to write a scrip that simply
deletes or rejects the ticket. You'll also want to modify auto-reply or
notify scrips to prevent them from sending e-mail.

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
-- 
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From chris at highlandclinic.com  Tue Jul 19 09:09:36 2005
From: chris at highlandclinic.com (Chris Benard)
Date: Tue, 19 Jul 2005 08:09:36 -0500
Subject: [rt-users] migrating debian from v3 to v3.4
In-Reply-To: <42DC1CB7.4030301@deqx.com>
References: <42DC1CB7.4030301@deqx.com>
Message-ID: <42DCFB90.506@highlandclinic.com>

You didn't update the database schema and acls and stuff.  Read the
README in the install dir.

In your install dir, under etc/upgrade, make this script:
----
#!/bin/bash
for i in `ls | grep 3`;
do
echo $i
          /opt/rt3/sbin/rt-setup-database --action schema \
             --datadir $i
         /opt/rt3/sbin/rt-setup-database --action acl \
             --datadir $i
         /opt/rt3/sbin/rt-setup-database --action insert \
              --datadir $i
done
----

Make it executable, and run it.

Chris

Brett wrote:
> Hi,
> 
> I'm attempting to upgrate from 3.0 to 3.4 on debian. Here's the steps
> i've taken:
> 
> apt-get upgrade request-tracker3.4
> modified  /etc/request-tracker3.4/RT_SiteConfig.PM
> modified symbolic links at /etc/alternatives.
> update /etc/apache/httpd.conf
> 
> I can log into 3.4 without a problem and all my tickets are there. The
> problem is that none of the tickets have any of their original text.
> They are completely blank! AArrgh!!
> 
> Did i miss a step in the changeover?
> 
> Brett.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-------------- next part --------------
A non-text attachment was scrubbed...
Name: smime.p7s
Type: application/x-pkcs7-signature
Size: 3244 bytes
Desc: S/MIME Cryptographic Signature
URL: 

From olivier.horec at gmail.com  Tue Jul 19 09:53:18 2005
From: olivier.horec at gmail.com (Olivier Horec)
Date: Tue, 19 Jul 2005 15:53:18 +0200
Subject: [rt-users] Problem with Searches
Message-ID: <34f141b8050719065379bd5c94@mail.gmail.com>

Hi!

I have a new question about search Tickets.

I usually search tickets by dates. But when I search a Ticket using a
query like "Created = ...", I get wrong Tickets.
For exemple when I search "Created = 19/07/05" I get Tickets created
on the 18/07/05. If I want the 19/07/05, I have to try "Created =
20/07/05"

Can anybody help me with this ?

Moreover, I still can't make searches using LIKE with owner. Has
anyone every made a patch to solve this problem.

Thanks for your help

Olivier


From bjorn at 247ms.com  Tue Jul 19 10:54:44 2005
From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Tue, 19 Jul 2005 16:54:44 +0200
Subject: [rt-users] RT at a glance summaries in 3.5.2
Message-ID: <28612698BFE51241AB8EF079C3230A8B0575D7@EXC-1.247ms.com>

Hi,

I have reported this as a bug, but I would like to hear if anyone have had the same problem and maybe found a solution.

When you customize the "RT at a glance" page (/Prefs/MyRT.html), if you add or remove any "summaries" then the Quick Search and Reminders page will disappear from the front page.

Anyone found a sollution to this? Or maybe have a pointer as to where I can reset this setting again? So far the only thing I found is to make a new user hehe.

Thanks!

Best regards

Bj?rn Skovlund Ryd?n
System- and Networkadministration
24/7 MusicShop 


From bjorn at 247ms.com  Tue Jul 19 12:42:35 2005
From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Tue, 19 Jul 2005 18:42:35 +0200
Subject: [rt-users] Limiting ticket creation fields.
Message-ID: <28612698BFE51241AB8EF079C3230A8B0575E0@EXC-1.247ms.com>

Hi.

I want our customers to be able to create tickets from the webinterface but without being able to specify an owner.

I have made the customers privileged, because they need to be able to see all tickets in their companys queue, not just those they are requestor of themselves.

Furthermore, I want the customers to be able to own a case and then "release" it, so it changes state to new and owner to Nobody.

Are these two things easily possible, or do I need to hack'n slash my way through? :)

Cheers!

Best regards

Bj?rn Skovlund Ryd?n
System- and Networkadministration
24/7 MusicShop 


From detertj at msoe.edu  Tue Jul 19 12:42:11 2005
From: detertj at msoe.edu (Jonathan C. Detert)
Date: Tue, 19 Jul 2005 11:42:11 -0500
Subject: [rt-users] Query Builder was very slow
Message-ID: <20050719164210.GP16415@msoe.edu>

After upgrading from rt 3.2.x to 3.4.2 the 'Query Builder' was very slow.
It took anywhere from 15 to 60 seconds to do anything with it

(e.g. to open it;
      to add a query constraint;
      to load a query; to save a query; to execute a query).

This post is to say that, thanks to tips from Jesse and Phil Homewood,
the problem is resolved.

Jesse said:
> Perhaps you've granted "Everyone" the right to OwnTickets. Which isn't
> likely what you meant.

(
http://lists.bestpractical.com/pipermail/rt-users/2005-July/032524.html
)

Jesse's hunch was correct, but :
a) was not explicit
b) was prone to misleading: i found that, under Config, Global, User Rights,
   the 'Everyone' user had 'OwnTicket'.  However, after i removed that right,
   performance was still in the crapper.  That made me think Jesse's
   hunch was off.

Phil said:
> Have you checked both per-queue /and/ global rights? What about
> rights for Unprivileged?
(
http://lists.bestpractical.com/pipermail/rt-users/2005-July/032539.html
)

Phil's hunch was compatible with Jesse's, but was more explicit.
I checked each queue (painful, cuz there are many), and found 1 blasted
q where the 'Group Rights' page showed the 'Everyone' system group
having 'OwnTicket' rights.  After removing that right, performance was
back out of the crapper.

Btw, my IT dept. refers to RT as 'the request tracker'.  Simple,
logical.  Someone here morphed that into 'the request crapper', and now
we just call it 'the crapper'.  Not cuz it stinks, but just for fun.  We
even have a CNAME record in our dns for it, so that we can tell people
to goto 'thecrapper' in their browser.  hehe.
-- 
Happy Landings,

Jon Detert
IT Systems Administrator, Milwaukee School of Engineering
1025 N. Broadway, Milwaukee, Wisconsin 53202, U.S.A.


From Ahalya_Nathan at mudnebr.com  Tue Jul 19 13:40:37 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Tue, 19 Jul 2005 12:40:37 -0500
Subject: [rt-users] Search Criteria in Query Builder too slow.
In-Reply-To: <28612698BFE51241AB8EF079C3230A8B0575D7@EXC-1.247ms.com>
Message-ID: 

Hi,
Can anyone tell me if there is any patch for speeding up the search 
functionalities in RT.  Is there any specific programs i need to look at 
for making changes to the "Search" queries?.

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From prlawrence at Lehigh.EDU  Tue Jul 19 13:57:44 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Tue, 19 Jul 2005 13:57:44 -0400
Subject: [rt-users] User defined action?
Message-ID: <274EF9B7-A593-4E38-9131-2B26AFC3CAD8@lehigh.edu>

Can anyone provide an example for a user defined action?  I want to  
send the NewTicket template to a particular non-privileged user  
whenever a new ticket is created.

Thanks,
Phil


From sturner at MIT.EDU  Tue Jul 19 14:08:31 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 19 Jul 2005 14:08:31 -0400
Subject: [rt-users] User defined action?
In-Reply-To: <274EF9B7-A593-4E38-9131-2B26AFC3CAD8@lehigh.edu>
References: <274EF9B7-A593-4E38-9131-2B26AFC3CAD8@lehigh.edu>
Message-ID: <6.2.1.2.2.20050719140556.02de1d90@po14.mit.edu>

At Tuesday 7/19/2005 01:57 PM, Phil Lawrence wrote:
>Can anyone provide an example for a user defined action?  I want to
>send the NewTicket template to a particular non-privileged user
>whenever a new ticket is created.
>
>Thanks,
>Phil

There may be a more elegant way, but I've done this by just hard-coding the 
email address in the template as a CC.

Also, there are user-defined action examples in the contributions section 
of the wiki.

Steve




From mherz at rigakumsc.com  Tue Jul 19 14:19:18 2005
From: mherz at rigakumsc.com (Michael Herz)
Date: Tue, 19 Jul 2005 13:19:18 -0500
Subject: [rt-users] List of Variables?
In-Reply-To: <6.2.1.2.2.20050719140556.02de1d90@po14.mit.edu>
References: <274EF9B7-A593-4E38-9131-2B26AFC3CAD8@lehigh.edu>
	<6.2.1.2.2.20050719140556.02de1d90@po14.mit.edu>
Message-ID: <42DD4426.9080501@rigakumsc.com>

I am trying to create a lot of custom Templates and have tired  my best 
to to look at the default Templates as examples. Is there a list or any 
method in which I could use to find out what the variable names I can 
use are? Such as {$Transaction->Description}, {$Ticket->QueueObj->Name}, 
and things of this nature?

All thought the list would be a big help, at this point what I am trying 
to achieve is to make a custom Template that will tell me when a new 
ticket is created (which that part I have working) but only include the 
first line of the {$Transaction->Content()} as the subject.

Any help in any of this would be greatly appreciated. Thank you all for 
your time.

-Michael Herz


From prlawrence at Lehigh.EDU  Tue Jul 19 14:24:41 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Tue, 19 Jul 2005 14:24:41 -0400
Subject: [rt-users] User defined action?
In-Reply-To: <6.2.1.2.2.20050719140556.02de1d90@po14.mit.edu>
References: <274EF9B7-A593-4E38-9131-2B26AFC3CAD8@lehigh.edu>
	<6.2.1.2.2.20050719140556.02de1d90@po14.mit.edu>
Message-ID: <1D5485AB-A787-4D18-8AEE-5F20CDBFF577@lehigh.edu>


On Jul 19, 2005, at 2:08 PM, Stephen Turner wrote:

> At Tuesday 7/19/2005 01:57 PM, Phil Lawrence wrote:
>
>> Can anyone provide an example for a user defined action?  I want to
>> send the NewTicket template to a particular non-privileged user
>> whenever a new ticket is created.
>
> There may be a more elegant way, but I've done this by just
> hard-coding the email address in the template as a CC.

I see the global NewTicket template starts with:

   Subject:     NewTicket: {$Ticket->Subject}

Would I then just make a Queue specific version and type this beneath  
it?
   CC: foo at bar.com


Thanks,
Phil


From sturner at MIT.EDU  Tue Jul 19 14:30:35 2005
From: sturner at MIT.EDU (Stephen Turner)
Date: Tue, 19 Jul 2005 14:30:35 -0400
Subject: [rt-users] User defined action?
In-Reply-To: <1D5485AB-A787-4D18-8AEE-5F20CDBFF577@lehigh.edu>
References: <274EF9B7-A593-4E38-9131-2B26AFC3CAD8@lehigh.edu>
	<6.2.1.2.2.20050719140556.02de1d90@po14.mit.edu>
	<1D5485AB-A787-4D18-8AEE-5F20CDBFF577@lehigh.edu>
Message-ID: <6.2.1.2.2.20050719142938.02e145a8@po14.mit.edu>

At Tuesday 7/19/2005 02:24 PM, Phil Lawrence wrote:
I see the global NewTicket template starts with:

>   Subject:     NewTicket: {$Ticket->Subject}
>
>Would I then just make a Queue specific version and type this beneath
>it?
>   CC: foo at bar.com
>
>
>Thanks,
>Phil

Yes, that should do it. (Make sure there's still a blank line before the 
message body starts).

Steve 



From rt at garnetweb.com  Tue Jul 19 14:35:20 2005
From: rt at garnetweb.com (Miles Scruggs)
Date: Tue, 19 Jul 2005 11:35:20 -0700
Subject: [rt-users] Perl install problems
Message-ID: <20050719183523.1536F4D8013@diesel.bestpractical.com>


I'm having some issues getting rt installed on my box.  I'm using apache
2.0.51 on fedora core1 with Mod Perl 2

I followed the Fedora core 1 install guide which I feel is lacking
something.

If I follow the guide to the letter then I get 

[Thu Jul 14 09:31:57 2005] [error] failed to resolve handler `RT::Mason'
[Thu Jul 14 09:31:57 2005] [error] [client 66.62.165.53] Can't locate
RT/Mason.pm in @INC (@INC contains:
/usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
/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/5.8.3 /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/5.8.3/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/5.8.3 /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 8)
line 3.\n

While this doesn't stop apache from operating it doesn't let RT run either.I
figured this came from the lack of 

PerlRequire /usr/local/rt3/bin/webmux.pl

In the conf.d/rt.conf  

So I added that line, then I would get:

[Thu Jul 14 09:02:30 2005] [error] Can't locate Apache.pm in @INC (@INC
contains: /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
/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/5.8.3 /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/5.8.3/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/5.8.3 /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
/usr/lib/perl5/5.8.3/CGI.pm line 190.\nCompilation failed in require at
/usr/local/rt3/bin/webmux.pl line 56.\nBEGIN failed--compilation aborted at
/usr/local/rt3/bin/webmux.pl line 56.\nCompilation failed in require at
(eval 1) line 1.\n
[Thu Jul 14 09:02:30 2005] [error] Can't load Perl file:
/usr/local/rt3/bin/webmux.pl for server rt.garnetweb.com:80, exiting...\n


I'm really lost as to which way to proceed on this one.  I installed your
system about 2 years ago, and was pretty happy with it, and would like to
get it running again.

Here is my conf.d/rt.conf  commented out lines just represent attempts to
try different things.  Thanks.


        ServerName   rt.host.com:80
        ServerAdmin  "email at com.com"
        DocumentRoot /usr/local/rt3/share/html
        
        
                SSLEngine off
        
           # 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 ModPerl::Registry
                Options ExecCGI
                #PerlHandler RT::Mason
        
        
                Options -Includes +ExecCGI
        
 




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

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



From barnesaw at ucrwcu.rwc.uc.edu  Tue Jul 19 14:53:40 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 19 Jul 2005 14:53:40 -0400
Subject: [rt-users] Perl install problems
In-Reply-To: <20050719183523.1536F4D8013@diesel.bestpractical.com>
References: <20050719183523.1536F4D8013@diesel.bestpractical.com>
Message-ID: <42DD4C34.9090704@ucrwcu.rwc.uc.edu>



Miles Scruggs wrote:

>I'm having some issues getting rt installed on my box.  I'm using apache
>2.0.51 on fedora core1 with Mod Perl 2
>  
>

With mod_perl2, you can't rely on the standard 'make fixdeps' after 
running configure.  Re-run configure with the appropriate options, the 
from the prompt run 'perl sbin/rt-test-dependencies --with-mysql 
--with-modperl2 --install'

>I followed the Fedora core 1 install guide which I feel is lacking
>something.
>
>If I follow the guide to the letter then I get 
>
>[Thu Jul 14 09:31:57 2005] [error] failed to resolve handler `RT::Mason'
>[Thu Jul 14 09:31:57 2005] [error] [client 66.62.165.53] Can't locate
>RT/Mason.pm in @INC (@INC contains:
>/usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
>/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/5.8.3 /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/5.8.3/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/5.8.3 /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 8)
>line 3.\n
>
>While this doesn't stop apache from operating it doesn't let RT run either.I
>figured this came from the lack of 
>
>PerlRequire /usr/local/rt3/bin/webmux.pl
>
>In the conf.d/rt.conf  
>
>So I added that line, then I would get:
>
>[Thu Jul 14 09:02:30 2005] [error] Can't locate Apache.pm in @INC (@INC
>contains: /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
>/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/5.8.3 /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/5.8.3/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/5.8.3 /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
>/usr/lib/perl5/5.8.3/CGI.pm line 190.\nCompilation failed in require at
>/usr/local/rt3/bin/webmux.pl line 56.\nBEGIN failed--compilation aborted at
>/usr/local/rt3/bin/webmux.pl line 56.\nCompilation failed in require at
>(eval 1) line 1.\n
>[Thu Jul 14 09:02:30 2005] [error] Can't load Perl file:
>/usr/local/rt3/bin/webmux.pl for server rt.garnetweb.com:80, exiting...\n
>
>
>I'm really lost as to which way to proceed on this one.  I installed your
>system about 2 years ago, and was pretty happy with it, and would like to
>get it running again.
>
>Here is my conf.d/rt.conf  commented out lines just represent attempts to
>try different things.  Thanks.
>
>
>        ServerName   rt.host.com:80
>        ServerAdmin  "email at com.com"
>        DocumentRoot /usr/local/rt3/share/html
>        
>        
>                SSLEngine off
>        
>           # 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 ModPerl::Registry
>                Options ExecCGI
>                #PerlHandler RT::Mason
>        
>        
>                Options -Includes +ExecCGI
>        
> 
>
>
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>

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



From oododa at email.sjsu.edu  Tue Jul 19 07:55:42 2005
From: oododa at email.sjsu.edu (O. Ododa)
Date: Tue, 19 Jul 2005 11:55:42 +0000
Subject: [rt-users] aborting ticket creation via scrip
In-Reply-To: <42DC2576.8010203@u.washington.edu>
References: <42DBB81D.1060501@email.sjsu.edu>
	<42DC2576.8010203@u.washington.edu>
Message-ID: <42DCEA3E.5060902@email.sjsu.edu>

Thanks for all the replies and assistance. For a while, I thought "I'm 
out of the office until *" in german would be the only reply I'd see :) .
--
O. Ododa

>
> O. Ododa wrote:
>
> >I'm trying to find a way to get RT not to create a ticket when it
> >receives an email that matches certain criteria (is in a specific queue,
> >subject matches or doesn't match a regex, content lines match or don't
> >match a specific regex).
>
> >I've written the scrip and if a given check fails, I 'return undef;',
> >but RT creates the ticket anyway. Is there any way to avoid this? I've
> >searched the archive, and have come up empty.
> >--
> >O. Ododa
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From ogatson at aol.com  Tue Jul 19 14:53:53 2005
From: ogatson at aol.com (ogatson at aol.com)
Date: Tue, 19 Jul 2005 14:53:53 -0400
Subject: [rt-users] lost username/password
Message-ID: <8C75AAA57C82EE5-81C-32AF8@FWM-D34.sysops.aol.com>

I've set up RT on my laptop to evluate the product.  I don't remember my username or password, any suggestions?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From paul at paulororke.net  Tue Jul 19 14:59:31 2005
From: paul at paulororke.net (Paul O'Rorke)
Date: Tue, 19 Jul 2005 11:59:31 -0700
Subject: [rt-users] mailgate
In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315018C8CE4@torex1.tcore.com>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315018C8CE4@torex1.tcore.com>
Message-ID: <42DD4D93.9040409@paulororke.net>

Thanks for the reply.

I created a user 'help' on my test system ( http://rt.paulororke.net ) 
and have the following in /etc/aliases:

    help:         "|/opt/rt3/bin/rt-mailgate --queue general --action
    correspond --url http://rt.paulororke.net/"
    rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action
    comment --url http://rt.paulororke.net/"

the pipe seems valid in that rt-mailgate is where it says it is, the 
queue exists within RT and the URL resolves.  When I send mail (from 
gmail) to help at rt.paulororke.net, POSTFIX replies (bounced mail):

    Final-Recipient: rfc822; help at rt.paulororke.net
    
    Action: failed
    Status: 5.0.0
    Diagnostic-Code: X-Postfix; mail for rt.paulororke.net
     loops back to myself

/var/log/maillog says:

    Jul 19 10:54:21 paulororke postfix/smtp[15720]: 86778123757:
    to=, relay=none, delay=1, status=bounced
    (mail for rt.paulororke.net loops back to myself)

Any suggestions on how to solve this?



Labonte, Phil wrote:

>Yes basically that is it...
>
>If you look at /etc/aliases that is where you assign which user you
>designate as the one the receives the emails (rt by default).
>
>Let me know if you need more help
>
>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com
>[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Paul
>O'Rorke
>Sent: Monday, July 18, 2005 2:25 PM
>To: RT Users
>Subject: [rt-users] mailgate
>
>Hi all,
>
>I'm trying to get a handle on RT to use for my employer's IT support.  
>According to 'perldoc /opt/rt3/bin/rt-mailgate':
>
>'... you will need first of all to create an RT user for the mail 
>gateway and assign it a password; this helps to ensure that mail coming 
>into the web server did originate from the gateway.'
>
>I'm not at all clear on what this represents.  Is it a single user 
>within RT that recieves all email directed at the system like 
>help at rt.example.com?  Am I missing something fundamental here?
>
>  
>


-- 
Paul O'Rorke

paul at paulororke.net



From barnesaw at ucrwcu.rwc.uc.edu  Tue Jul 19 15:02:41 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 19 Jul 2005 15:02:41 -0400
Subject: [rt-users] lost username/password
In-Reply-To: <8C75AAA57C82EE5-81C-32AF8@FWM-D34.sysops.aol.com>
References: <8C75AAA57C82EE5-81C-32AF8@FWM-D34.sysops.aol.com>
Message-ID: <42DD4E51.6090605@ucrwcu.rwc.uc.edu>



ogatson at aol.com wrote:

> I've set up RT on my laptop to evluate the product.  I don't remember 
> my username or password, any suggestions?

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

Instead of thinking root, though, think of your own username.  Just set 
a new one in mysql.

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

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



From rt at garnetweb.com  Tue Jul 19 15:30:21 2005
From: rt at garnetweb.com (Miles Scruggs)
Date: Tue, 19 Jul 2005 12:30:21 -0700
Subject: [rt-users] Perl install problems
In-Reply-To: <42DD4C34.9090704@ucrwcu.rwc.uc.edu>
Message-ID: <20050719193023.C75C44D8013@diesel.bestpractical.com>

> >I'm having some issues getting rt installed on my box.  I'm using apache
> >2.0.51 on fedora core1 with Mod Perl 2
> >
> >
> 
> With mod_perl2, you can't rely on the standard 'make fixdeps' after
> running configure.  Re-run configure with the appropriate options, the
> from the prompt run 'perl sbin/rt-test-dependencies --with-mysql
> --with-modperl2 --install'

That is what the docs say so that is what I did.  There were no errors at
all from this.  Here are the results:

[root at suburban rt3]# perl sbin/rt-test-dependencies --with-mysql
--with-modperl2 --install
        NOTE: mod_perl 2.0 isn't quite ready for prime_time just yet;
        Best Practical Solutions strongly recommends that sites use
        Apache 1.3 or FastCGI. If you MUST use mod_perl 2.0 (or 1.99),
        please read the mailing list archives before asking for help.
perl:
        5.8.3users:
        rt group (rt)...found
        bin owner (root)...found
        libs owner (root)...found
        libs group (bin)...found
        web owner (apache)...found
        web group (apache)...found
MASON dependencies:
CLI dependencies:
DEV dependencies:
MODPERL2 dependencies:
MYSQL dependencies:
MAILGATE dependencies:
CORE dependencies:



> 
> >I followed the Fedora core 1 install guide which I feel is lacking
> >something.
> >
> >If I follow the guide to the letter then I get
> >
> >[Thu Jul 14 09:31:57 2005] [error] failed to resolve handler `RT::Mason'
> >[Thu Jul 14 09:31:57 2005] [error] [client 66.62.165.53] Can't locate
> >RT/Mason.pm in @INC (@INC contains:
> >/usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
> >/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/5.8.3 /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/5.8.3/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/5.8.3 /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 8)
> >line 3.\n
> >
> >While this doesn't stop apache from operating it doesn't let RT run
> either.I
> >figured this came from the lack of
> >
> >PerlRequire /usr/local/rt3/bin/webmux.pl
> >
> >In the conf.d/rt.conf
> >
> >So I added that line, then I would get:
> >
> >[Thu Jul 14 09:02:30 2005] [error] Can't locate Apache.pm in @INC (@INC
> >contains: /usr/lib/perl5/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/5.8.3
> >/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/5.8.3 /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/5.8.3/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/5.8.3 /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
> >/usr/lib/perl5/5.8.3/CGI.pm line 190.\nCompilation failed in require at
> >/usr/local/rt3/bin/webmux.pl line 56.\nBEGIN failed--compilation aborted
> at
> >/usr/local/rt3/bin/webmux.pl line 56.\nCompilation failed in require at
> >(eval 1) line 1.\n
> >[Thu Jul 14 09:02:30 2005] [error] Can't load Perl file:
> >/usr/local/rt3/bin/webmux.pl for server rt.garnetweb.com:80, exiting...\n
> >
> >
> >I'm really lost as to which way to proceed on this one.  I installed your
> >system about 2 years ago, and was pretty happy with it, and would like to
> >get it running again.
> >
> >Here is my conf.d/rt.conf  commented out lines just represent attempts to
> >try different things.  Thanks.
> >
> >
> >        ServerName   rt.host.com:80
> >        ServerAdmin  "email at com.com"
> >        DocumentRoot /usr/local/rt3/share/html
> >
> >        
> >                SSLEngine off
> >        
> >           # 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 ModPerl::Registry
> >                Options ExecCGI
> >                #PerlHandler RT::Mason
> >        
> >        
> >                Options -Includes +ExecCGI
> >        
> >
> >
> >
> >
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >_______________________________________________
> >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> >Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> >
> 
> --
> Drew Barnes
> Applications Analyst
> Raymond Walters College
> University of Cincinnati



From Joseph_Micciche at Progressive.com  Tue Jul 19 15:43:27 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Tue, 19 Jul 2005 15:43:27 -0400
Subject: [rt-users] Escalate Priority
In-Reply-To: <20050719185357.C31534D8183@diesel.bestpractical.com>
Message-ID: 

We're running RT3.2.3 on MySQL 4.0.20, RHEL3, Apache 1.33, mod_perl 1.29.
Using rt-crontool to call Escalate Priority every business day. Each queue
is configured to start priority at 11 and increase to 99.

The escalate priority formula changes the priority to 99 on the day *PRIOR*
to the ticket being due. I thought it should change priority to highest
priority specified in the queue config on the actual due date.

Any recommendations for changes to EscalatePriority.pm, or anything else to
correct this?

We also use rt-remind called from cron to generate a daily reminder to the
owner whenever the priority reaches 99, under the assumption 99 would only
be reached on the due date.

Thanks for any suggestions,
Joe



From alexmv at bestpractical.com  Tue Jul 19 16:09:35 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Tue, 19 Jul 2005 16:09:35 -0400
Subject: [rt-users] mailgate
In-Reply-To: <42DD4D93.9040409@paulororke.net>
References: <9D47B29B41BE6F4EA256BE6BBC8D3315018C8CE4@torex1.tcore.com>
	<42DD4D93.9040409@paulororke.net>
Message-ID: <1121803775.19877.7.camel@zoq-fot-pik.mit.edu>

On Tue, 2005-07-19 at 11:59 -0700, Paul O'Rorke wrote:
> /var/log/maillog says:
> 
>     Jul 19 10:54:21 paulororke postfix/smtp[15720]: 86778123757:
>     to=, relay=none, delay=1, status=bounced
>     (mail for rt.paulororke.net loops back to myself)
> 
> Any suggestions on how to solve this?
This is a Postfix misconfiguration error.  See
http://www.topology.org/linux/postfixloop.html or any of the fine pages
under http://www.google.com/search?q=%22loops+back+to+myself%22+postfix
 - Alex


From ic at uc9.net  Tue Jul 19 13:29:24 2005
From: ic at uc9.net (Michael)
Date: Tue, 19 Jul 2005 13:29:24 -0400 (EDT)
Subject: [rt-users] QuickBooks
Message-ID: 

I am trying to import RT time into quickbooks time.  Is there any module 
out there that does this?  If not, how would I loop over all the 
transactions in the db, should I just connect to the DB and write the sql, 
or use the RT objects.  Is there a devel quide on how to use the RT 
classes?


Thanks for the help.

Michael


From bkogami at randmcnally.com  Tue Jul 19 18:10:53 2005
From: bkogami at randmcnally.com (Kogami, Bruce)
Date: Tue, 19 Jul 2005 15:10:53 -0700
Subject: [rt-users] Problem with users who use email and SelfService
Message-ID: <54D92E8EB0F07A4CA1FB15FDC53EC1E9518A@ir-ex-01.corp.randmcnally.com>

Hi,

I have users who email help tickets to RT and these same users will also
use SelfService to view and submit new tickets.

When a new user emails a ticket to RT, it automatically creates an
account for them.
Username: newuser at domain.com
Email Address: newuser at domain.com

When they access SelfService and create a new ticket, they are assigned
another new username.
Username: newuser
Email Address: 

The email address is blank because it was already used when RT created
their account when the user submitted a ticket through email.

This seems to create two problems.
1. The email address is blank when using SelfService they will not get
any reply messages
2. They are not able to view open tickets sent in by email since the
username from email and SelfService is different.

Is there a way to setup SelfService so that when the user creates a new
ticket, the username is in the format: newuser at domain.com instead of
just new user. My goal is to have SelfService use the same account as
the one that was generated when they sent in email to RT. If they've
never sent in a ticket using email, then SelfService would then create a
new account in the format: newuser at domain.com and assign an email
address: newuser at domain.com.

Maybe I'm not using RT correctly and maybe someone could set me
straight.

Thanks,
Bruce


***************************************************************
This E-mail is confidential.  It should not be read, copied, disclosed or used by any person other than the intended recipient.  Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful.  If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.
***************************************************************



From checkpoint at ozbergs.com  Tue Jul 19 17:59:32 2005
From: checkpoint at ozbergs.com (Stevo)
Date: Tue, 19 Jul 2005 14:59:32 -0700
Subject: [rt-users] Problems with Outlook Interpreting RT From Headers
Message-ID: <42DD77C4.1080302@ozbergs.com>

Hey All,

I'm sure this has been dealt with in the past, but I can't find any 
solution...

When one of my users open (or reply to) a ticket via email RT generates 
an email to me with the following from line:

Apache [apache at itsupport.company.local]; on behalf of; Test User via RT 
[itsupport at itsupport.company.local]

Thunderbird interprits this just fine and displays the Test User via RT 
as the sender, however there is a problem with Outlook.

I added itsupport at itsupport.company.local into our Exchange Global 
Address List as an alias for a user called IT Support so users could 
easily create a ticket.  Now everytime I get a ticket from ANYONE it 
shows the email is being sent from IT Support (rather than the users 
name via RT).

This has to be a common problems - and no the answer is not to convert 
everyone to Thunderbird!!

Any ideas here... has anyone beaten this Outlook issue??

Thanks

Stevo



From bgeorge1 at deqx.com  Tue Jul 19 19:01:12 2005
From: bgeorge1 at deqx.com (Brett)
Date: Tue, 19 Jul 2005 16:01:12 -0700
Subject: [rt-users] migrating debian from v3 to v3.4
In-Reply-To: <42DCFB90.506@highlandclinic.com>
References: <42DC1CB7.4030301@deqx.com> <42DCFB90.506@highlandclinic.com>
Message-ID: <42DD8638.4020908@deqx.com>

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

That did the trick.

Thanks,
Brett.

Chris Benard wrote:
> You didn't update the database schema and acls and stuff.  Read the
> README in the install dir.
> 
> In your install dir, under etc/upgrade, make this script:
> ----
> #!/bin/bash
> for i in `ls | grep 3`;
> do
> echo $i
>          /opt/rt3/sbin/rt-setup-database --action schema \
>             --datadir $i
>         /opt/rt3/sbin/rt-setup-database --action acl \
>             --datadir $i
>         /opt/rt3/sbin/rt-setup-database --action insert \
>              --datadir $i
> done
> ----
> 
> Make it executable, and run it.
> 
> Chris
> 
> Brett wrote:
> 
>> Hi,
>>
>> I'm attempting to upgrate from 3.0 to 3.4 on debian. Here's the steps
>> i've taken:
>>
>> apt-get upgrade request-tracker3.4
>> modified  /etc/request-tracker3.4/RT_SiteConfig.PM
>> modified symbolic links at /etc/alternatives.
>> update /etc/apache/httpd.conf
>>
>> I can log into 3.4 without a problem and all my tickets are there. The
>> problem is that none of the tickets have any of their original text.
>> They are completely blank! AArrgh!!
>>
>> Did i miss a step in the changeover?
>>
>> Brett.
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (MingW32)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFC3YY4O92a9c72Z/gRAgjKAJ41n2nFvCutsMI0vE752V9lOyb+aACgveMj
5NjfpeLI46kLout+q+zaJ7M=
=r9Dm
-----END PGP SIGNATURE-----


From susanr at frontline.com.au  Tue Jul 19 20:03:58 2005
From: susanr at frontline.com.au (Susan Roy)
Date: Wed, 20 Jul 2005 10:03:58 +1000
Subject: [rt-users] Migration issues from RH RT3(pre-release) to Debian RT3
	with RTFM
Message-ID: <20094D72FC016F42A70FBF9F7A1632B63B32C0@fitexg01.FRONTLINE.aus>

Hi,

 

I am doing a dry run migration from request tracker on Red Hat (a
pre-release of 3) and I'm migrating to RT3 on Debian on a new machine.

 

I'm ok on the Debian install, apt-get and configure RT3, mysql,
consistent with the configuration on RH.

 

I can copy the database data from the RH mysql to debian mysql. 

 

I have configured apache2/modperl2 and can browse the database data I
have ported to the new server. 

 

I have installed RTFM Debian package and updated the schema in the
database and I can view some of the RTFM pages, including adding a new
article. 

 

However, I cannot VIEW an article as a user (only as root). 

 

I have a feeling this has to do with the schema in user perms from the
pre-release not being the same schema as the prod v3.

 

I am using apache2/modperl2 on both systems.

 

In the near future I will be doing the request tracker 3.4 upgrade on
Debian to get this up to date in the one outage.

 

If anyone has a clue why I am having permission problems and/or how I
can ensure this migration is complete, I would appreciate it.

 

Regards,

 

Susan Roy

 

 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From mkoroschetz at tekvoice.com  Tue Jul 19 20:28:56 2005
From: mkoroschetz at tekvoice.com (Manfred Koroschetz)
Date: Tue, 19 Jul 2005 20:28:56 -0400
Subject: [rt-users] Rights assignment: starting over
References: UID3007-1104355416
Message-ID: <20050719T202856Z_B1B3000E0000@tekvoice.com>

I have been struggling to get rights assignments to make sense. Unfortunately although following the mailing list and reading all rights related issues my environment is still not making any sense.

For this reason I would like to start over fresh with the rights assignment.

The question is:

What is the default baseline if we suppose that we have only one Queue, one Group of CSR's and everybody should be able to open ticket trough E-Mail.

Also if there is a more extensive and updated (3.4.2) document on the "Rights Topic" available, I would be very thankful if someone could point me in that direction.

Note: Is the book on RT already out ? Does it cover the "Rights issue" in depth?

Thanks in advance for any help,

Manfred Koroschetz
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From hilde.rafaelsen at cc.uit.no  Wed Jul 20 05:00:49 2005
From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen)
Date: Wed, 20 Jul 2005 11:00:49 +0200
Subject: [rt-users] Display stalled tickets in search result
Message-ID: 

Hi,

How can I tell RT to show stalled tickets on the ticket result page?

We have this in our RT_SiteConfig file:
@ActiveStatus = qw(new open stalled dev0) unless @ActiceStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InacticeStatus;


Why isn't the tickets with status stalled and dev0 displayed?


--Hilde


From barnesaw at ucrwcu.rwc.uc.edu  Wed Jul 20 08:33:18 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Wed, 20 Jul 2005 08:33:18 -0400
Subject: [rt-users] Problem with users who use email and SelfService
In-Reply-To: <54D92E8EB0F07A4CA1FB15FDC53EC1E9518A@ir-ex-01.corp.randmcnally.com>
References: <54D92E8EB0F07A4CA1FB15FDC53EC1E9518A@ir-ex-01.corp.randmcnally.com>
Message-ID: <42DE448E.6060308@ucrwcu.rwc.uc.edu>



Kogami, Bruce wrote:

>Hi,
>
>I have users who email help tickets to RT and these same users will also
>use SelfService to view and submit new tickets.
>
>When a new user emails a ticket to RT, it automatically creates an
>account for them.
>Username: newuser at domain.com
>Email Address: newuser at domain.com
>
>When they access SelfService and create a new ticket, they are assigned
>another new username.
>Username: newuser
>Email Address: 
>
>  
>
I would see about getting the LDAP Auth up and running, assuming you 
can.  AD should work, as well as a other LDAP setups.  There's several 
flavors that work.  They are all detailed on the wiki and elsewhere on 
the list.

>The email address is blank because it was already used when RT created
>their account when the user submitted a ticket through email.
>
>This seems to create two problems.
>1. The email address is blank when using SelfService they will not get
>any reply messages
>2. They are not able to view open tickets sent in by email since the
>username from email and SelfService is different.
>
>Is there a way to setup SelfService so that when the user creates a new
>ticket, the username is in the format: newuser at domain.com instead of
>just new user. My goal is to have SelfService use the same account as
>the one that was generated when they sent in email to RT. If they've
>never sent in a ticket using email, then SelfService would then create a
>new account in the format: newuser at domain.com and assign an email
>address: newuser at domain.com.
>  
>
The other option here is to have newuser be the username with 
newuser at domain.com as the email associated with that username.  I'm not 
sure what I've done on my end, but that is how it works for me.  I'll 
have to check and see if we have any local customizations, but I can't 
recall any.

>Maybe I'm not using RT correctly and maybe someone could set me
>straight.
>
>Thanks,
>Bruce
>
>
>***************************************************************
>This E-mail is confidential.  It should not be read, copied, disclosed or used by any person other than the intended recipient.  Unauthorized use, disclosure or copying by whatever medium is strictly prohibited and may be unlawful.  If you have received this E-mail in error, please contact the sender immediately and delete the E-mail from your system.
>***************************************************************
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>

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



From rblanco at ats-connection.com.br  Wed Jul 20 08:55:41 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Wed, 20 Jul 2005 09:55:41 -0300
Subject: [rt-users] Quick Search
Message-ID: 

Hi everybody,
 
I've been facing a problem with RT 3.4.2 and I'd like to know if someone
have ever faced the same situation and if there's something I could do:
 
After changing one queue's name, the complete "Quick Search" table's
"got blank" and all queues are showed with 0 tickets created (new and
old). If I click on any Queue to access the tickets created on it, it
doesn't show anything. I can only access the tickets created by its
number. And it also happens with the new tickets, when I add them.
 
If my description is not clear enough, just tell me and I'll try to
explain it better. 
 
Thanks and best regards.
 
Rodrigo
 
 
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 
-------------- next part --------------
An embedded and charset-unspecified text was scrubbed...
Name: ATT01715.txt
URL: 

From bjorn at 247ms.com  Wed Jul 20 09:10:10 2005
From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=)
Date: Wed, 20 Jul 2005 15:10:10 +0200
Subject: [rt-users] API question
Message-ID: <28612698BFE51241AB8EF079C3230A8B05760A@EXC-1.247ms.com>

Hi!

I'm trying to make a condition in some of the HTML pages. I only want my "Inhouse"-group to be able to set the owner of a ticket, furthermore there is an "Inhouse-admin" group that are a member of the "Inhouse" group, which need access to this too. The rest will only be able to change it to Nobody (like releasing a ticket)

>From what I can gather, I should be able to do it like this:

my $groupobj = RT::Group->new();
$groupobj->LoadUserDefinedGroup('Inhouse');
if(!$groupobj->HasMemberRecursively($session{CurrentUser}))
{
  blablabla();
}

The problem is that the if-statement always returns true, meaning that the function returns false. I have tried both as a member of the sub-group (admin) and as a member of the specified "Inhouse" group.

Anybody got an idea why this fails?

Cheers
Bj?rn Skovlund Ryd?n


From ghenry at suretecsystems.com  Wed Jul 20 09:19:29 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 20 Jul 2005 14:19:29 +0100 (BST)
Subject: [rt-users] Other RT products/plugins?
Message-ID: <56360.193.195.148.66.1121865569.squirrel@webmail.suretecsystems.com>

Dear list,

I was looking through the announcement archives and so far have seen nad
installed:

* Journal
* Tree View
* RTFM
* Asset Tracker
* API Online Docs

Are there any more that are available?

Many thanks,

Gavin.

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/




From todd at chaka.net  Wed Jul 20 09:15:09 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 20 Jul 2005 09:15:09 -0400
Subject: [rt-users] Other RT products/plugins?
In-Reply-To: <56360.193.195.148.66.1121865569.squirrel@webmail.suretecsystems.com>
References: <56360.193.195.148.66.1121865569.squirrel@webmail.suretecsystems.com>
Message-ID: <20050720131509.GA14342@chaka.net>

On Wed, Jul 20, 2005 at 02:19:29PM +0100, Gavin Henry wrote:
> Dear list,
> 
> I was looking through the announcement archives and so far have seen nad
> installed:
> 
> * Journal
> * Tree View
> * RTFM
> * Asset Tracker
> * API Online Docs
> 
> Are there any more that are available?
> 

If you look in the Asset Tracker subversion repository you will
see 2 other RT apps that I haven't announced. One is called
Network Service Assessment and what it does is allow you to
compare the XML results of an nmap scan against systems in
Asset Tracker. When it finds an unauthorized server on the 
network it can create a ticket for someone to look at.

The other is a small application for keeping tracking of who
is on-call.

Both are as-is, little to no documentation, and I can't spend
much time giving support on them. They should be easy to install
though if you look through the code to see what queues and custom
fields they depend on.

There is also a subversion directory to hold Location Tracker, but
it doesn't exist yet.

-Todd


From ghenry at suretecsystems.com  Wed Jul 20 10:15:19 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 20 Jul 2005 15:15:19 +0100 (BST)
Subject: [rt-users] Other RT products/plugins?
In-Reply-To: <20050720131509.GA14342@chaka.net>
References: <56360.193.195.148.66.1121865569.squirrel@webmail.suretecsystems.com>
	<20050720131509.GA14342@chaka.net>
Message-ID: <61258.193.195.148.66.1121868919.squirrel@webmail.suretecsystems.com>


> On Wed, Jul 20, 2005 at 02:19:29PM +0100, Gavin Henry wrote:
>> Dear list,
>>
>> I was looking through the announcement archives and so far have seen nad
>> installed:
>>
>> * Journal
>> * Tree View
>> * RTFM
>> * Asset Tracker
>> * API Online Docs
>>
>> Are there any more that are available?
>>
>
> If you look in the Asset Tracker subversion repository you will
> see 2 other RT apps that I haven't announced. One is called
> Network Service Assessment and what it does is allow you to
> compare the XML results of an nmap scan against systems in
> Asset Tracker. When it finds an unauthorized server on the
> network it can create a ticket for someone to look at.

This sounds very useful for some of our clients.

We'll take a look sometime soon, thanks.

>
> The other is a small application for keeping tracking of who
> is on-call.

OK.

>
> Both are as-is, little to no documentation, and I can't spend
> much time giving support on them. They should be easy to install
> though if you look through the code to see what queues and custom
> fields they depend on.

Will do.

>
> There is also a subversion directory to hold Location Tracker, but
> it doesn't exist yet.


-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/


From mherz at rigakumsc.com  Wed Jul 20 12:08:10 2005
From: mherz at rigakumsc.com (Michael Herz)
Date: Wed, 20 Jul 2005 11:08:10 -0500
Subject: [rt-users] Any way to Admin RT without the web interface?
In-Reply-To: <61258.193.195.148.66.1121868919.squirrel@webmail.suretecsystems.com>
References: <56360.193.195.148.66.1121865569.squirrel@webmail.suretecsystems.com>	<20050720131509.GA14342@chaka.net>
	<61258.193.195.148.66.1121868919.squirrel@webmail.suretecsystems.com>
Message-ID: <42DE76EA.9060407@rigakumsc.com>

I have spent nearly a week looking on Google and on this mailing list's 
archives. While I have found some information on resolving tickets 
through email I have not found any information about doing all Admin 
functionality through email (take, open, reply, comment, resolve, 
etc...). I don't think I'm the first person to have wanted this so if 
anyone has any information or can provide any links on the subject I 
would greatly appreciate it. Thank you all for your time.

-Michael


From marc at tiosky.net  Wed Jul 20 12:23:06 2005
From: marc at tiosky.net (Marc A. Runkel)
Date: Wed, 20 Jul 2005 09:23:06 -0700
Subject: [rt-users] Other RT products/plugins?
Message-ID: <0E9B82BD39F14D4FB8BADB8CED81744F0A0F76@tio-mail.tiosky.com>

Sorry for the ignorance, but where can I get these applications?

M. 

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gavin
Henry
Sent: Wednesday, July 20, 2005 7:15 AM
To: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Other RT products/plugins?


> On Wed, Jul 20, 2005 at 02:19:29PM +0100, Gavin Henry wrote:
>> Dear list,
>>
>> I was looking through the announcement archives and so far have seen 
>> nad
>> installed:
>>
>> * Journal
>> * Tree View
>> * RTFM
>> * Asset Tracker
>> * API Online Docs
>>
>> Are there any more that are available?
>>
>
> If you look in the Asset Tracker subversion repository you will see 2 
> other RT apps that I haven't announced. One is called Network Service 
> Assessment and what it does is allow you to compare the XML results of

> an nmap scan against systems in Asset Tracker. When it finds an 
> unauthorized server on the network it can create a ticket for someone 
> to look at.

This sounds very useful for some of our clients.

We'll take a look sometime soon, thanks.

>
> The other is a small application for keeping tracking of who is 
> on-call.

OK.

>
> Both are as-is, little to no documentation, and I can't spend much 
> time giving support on them. They should be easy to install though if 
> you look through the code to see what queues and custom fields they 
> depend on.

Will do.

>
> There is also a subversion directory to hold Location Tracker, but it 
> doesn't exist yet.


--
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

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

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


From todd at chaka.net  Wed Jul 20 13:51:18 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 20 Jul 2005 13:51:18 -0400
Subject: [rt-users] Other RT products/plugins?
In-Reply-To: <0E9B82BD39F14D4FB8BADB8CED81744F0A0F76@tio-mail.tiosky.com>
References: <0E9B82BD39F14D4FB8BADB8CED81744F0A0F76@tio-mail.tiosky.com>
Message-ID: <20050720175118.GB14342@chaka.net>

On Wed, Jul 20, 2005 at 09:23:06AM -0700, Marc A. Runkel wrote:
> Sorry for the ignorance, but where can I get these applications?
> 
> M. 
> 

Asset Tracker: http://atwiki.chaka.net/

The others I mentioned are in the AT subversion repository
which is linked to from the wiki.

-Todd


From ghenry at suretecsystems.com  Wed Jul 20 14:25:52 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 20 Jul 2005 19:25:52 +0100
Subject: [rt-users] Other RT products/plugins?
In-Reply-To: <0E9B82BD39F14D4FB8BADB8CED81744F0A0F76@tio-mail.tiosky.com>
References: <0E9B82BD39F14D4FB8BADB8CED81744F0A0F76@tio-mail.tiosky.com>
Message-ID: <200507201925.53163.ghenry@suretecsystems.com>

On Wednesday 20 Jul 2005 17:23, you wrote:
> Sorry for the ignorance, but where can I get these applications?
>
> M.

Most from: http://search.cpan.org/~jesse/


> >> * Journal
http://search.cpan.org/~jesse/RT-Journal-0.03/

> >> * Tree View
http://search.cpan.org/~jesse/RT-OnlineDocs-0.02/

> >> * RTFM
http://www.bestpractical.com/rtfm/

> >> * Asset Tracker
Main site:
http://atwiki.chaka.net/

Package:
http://atwiki.chaka.net/at-1.2.0.tar.gz

Demo:
http://rt.chaka.net/AssetTracker/index.html?user=guest&pass=guest

> >> * API Online Docs
http://search.cpan.org/~jesse/RT-View-Tree-1.4/

HTH.

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/


From mbochynski at audiumcorp.com  Wed Jul 20 15:01:21 2005
From: mbochynski at audiumcorp.com (Michael Bochynski)
Date: Wed, 20 Jul 2005 15:01:21 -0400
Subject: [rt-users] Any way to Admin RT without the web interface?
In-Reply-To: <42DE76EA.9060407@rigakumsc.com>
References: <56360.193.195.148.66.1121865569.squirrel@webmail.suretecsystems.com>
	<20050720131509.GA14342@chaka.net>
	<61258.193.195.148.66.1121868919.squirrel@webmail.suretecsystems.com>
	<42DE76EA.9060407@rigakumsc.com>
Message-ID: <1121886081.4815.16.camel@europium.audiumcorp.com>

On Wed, 2005-07-20 at 11:08 -0500, Michael Herz wrote:
> I have spent nearly a week looking on Google and on this mailing list's 
> archives. While I have found some information on resolving tickets 
> through email I have not found any information about doing all Admin 
> functionality through email (take, open, reply, comment, resolve, 
> etc...). I don't think I'm the first person to have wanted this so if 
> anyone has any information or can provide any links on the subject I 
> would greatly appreciate it. Thank you all for your time.
> 

You might want to look at:

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

I modified it to set the DueDate of a ticket. You should be able to use
it to set pretty much any ticket value. 

Michael

> -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 Ahalya_Nathan at mudnebr.com  Wed Jul 20 15:19:15 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Wed, 20 Jul 2005 14:19:15 -0500
Subject: [rt-users] Bug in Query Builder?
In-Reply-To: 
Message-ID: 

Hi all,
When i  use the Query Builder to run a query for displaying tickets with 
id<2000 and rows per page =25 , then the query runs fast. If i give a 
query such as id <2000 and rows per page= unlimited then it take a lot of 
time to process the query and display the results.  Is there any way to 
improve this?

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From daves at wavesco.com  Wed Jul 20 14:51:01 2005
From: daves at wavesco.com (David J. Schnardthorst)
Date: Wed, 20 Jul 2005 13:51:01 -0500
Subject: [rt-users] QuickBooks and SugarCRM
In-Reply-To: 
References: 
Message-ID: <42DE9D15.6030905@wavesco.com>

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

I know I would definitely have some interest in this.  Also, while on
this topic, has anyone ever integrated SugarCRM with RT?

David Schnardthorst
URL: http://www.wavesco.com


Michael wrote:
| I am trying to import RT time into quickbooks time.  Is there any module
| out there that does this?  If not, how would I loop over all the
| transactions in the db, should I just connect to the DB and write the
| sql, or use the RT objects.  Is there a devel quide on how to use the RT
| classes?
|
|
| Thanks for the help.
|
| Michael
| _______________________________________________
| http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
|
| Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.0 (MingW32)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFC3p0V0I5vtVF88i0RAnlJAJ90vjaD+XR+Dc860SBapcKhq4uHSACgkpLl
v6Tq8/ZdoH4hFx4jhq0SZms=
=YlQX
-----END PGP SIGNATURE-----


From lamont at cluepon.com  Wed Jul 20 15:24:48 2005
From: lamont at cluepon.com (Lamont Lucas)
Date: Wed, 20 Jul 2005 12:24:48 -0700
Subject: [rt-users] Any way to Admin RT without the web interface?
In-Reply-To: <42DE76EA.9060407@rigakumsc.com>
References: <56360.193.195.148.66.1121865569.squirrel@webmail.suretecsystems.com>
	<20050720131509.GA14342@chaka.net>
	<61258.193.195.148.66.1121868919.squirrel@webmail.suretecsystems.com>
	<42DE76EA.9060407@rigakumsc.com>
Message-ID: <20050720192448.GC99527@clavin.cluepon.com>

On Wed, Jul 20, 2005 at 11:08:10AM -0500, Michael Herz wrote:
> I have spent nearly a week looking on Google and on this mailing list's 
> archives. While I have found some information on resolving tickets 
> through email I have not found any information about doing all Admin 
> functionality through email (take, open, reply, comment, resolve, 
> etc...). I don't think I'm the first person to have wanted this so if 
> anyone has any information or can provide any links on the subject I 
> would greatly appreciate it. Thank you all for your time.

Are you just looking for admin-via-email or just general
admin-not-via-web?  If a commandline interface would work, check
out the file rt, in $RT_HOME/bin/rt

./rt help 

** THIS IS AN UNSUPPORTED PREVIEW RELEASE **
** PLEASE REPORT BUGS TO rt-bugs at fsck.com **

This is a command-line interface to RT 3.

It allows you to interact with an RT server over HTTP, and offers an
interface to RT's functionality that is better-suited to automation
and integration with other tools.

In general, each invocation of this program should specify an action
to perform on one or more objects, and any other arguments required
to complete the desired action.

For more information:

    - rt help actions       (a list of possible actions)
    - rt help objects       (how to specify objects)
    - rt help usage         (syntax information)

    - rt help config        (configuration details)
    - rt help examples      (a few useful examples)
    - rt help topics        (a list of help topics)


-- 
 - Lamont
"I am not an atomic playboy."


From les at futuresource.com  Wed Jul 20 16:15:15 2005
From: les at futuresource.com (Les Mikesell)
Date: Wed, 20 Jul 2005 15:15:15 -0500
Subject: [rt-users] Problems with Outlook Interpreting RT From Headers
In-Reply-To: <42DD77C4.1080302@ozbergs.com>
References: <42DD77C4.1080302@ozbergs.com>
Message-ID: <1121890514.21998.27.camel@moola.futuresource.com>

On Tue, 2005-07-19 at 16:59, Stevo wrote:
> Hey All,
> 
> I'm sure this has been dealt with in the past, but I can't find any 
> solution...
> 
> When one of my users open (or reply to) a ticket via email RT generates 
> an email to me with the following from line:
> 
> Apache [apache at itsupport.company.local]; on behalf of; Test User via RT 
> [itsupport at itsupport.company.local]
> 
> Thunderbird interprits this just fine and displays the Test User via RT 
> as the sender, however there is a problem with Outlook.
> 
> I added itsupport at itsupport.company.local into our Exchange Global 
> Address List as an alias for a user called IT Support so users could 
> easily create a ticket.  Now everytime I get a ticket from ANYONE it 
> shows the email is being sent from IT Support (rather than the users 
> name via RT).
> 
> This has to be a common problems - and no the answer is not to convert 
> everyone to Thunderbird!!
> 
> Any ideas here... has anyone beaten this Outlook issue??

Outlook does this when it sees a "Sender: " header in the email, using
the sender as the 'From' on behalf of the real 'From'.   Some mailers
insert the Sender: header when they notice that the specified From:
doesn't match the user actually submitting the email. I don't think
sendmail has defaulted to doing that for a long time and postfix dropped
it more recently.  Perhaps you can update your mail transport.  Or find
a way to delete the Sender: headers during delivery because many
internet mailing lists cause the same problem.  In the days when you
could trust remote transports the header might have been worth something
but now it is just annoying.

-- 
  Les Mikesell
    les at futuresource.com




From leon at doxcelerate.com  Wed Jul 20 16:30:26 2005
From: leon at doxcelerate.com (Leon)
Date: Wed, 20 Jul 2005 14:30:26 -0600
Subject: [rt-users] Modifying Search results
Message-ID: 

2 questions:
1- I have created a custom field for for one of my Queues.  I would like to
sort on that field.  Does not look like that is an automatic thing.  I
assume that I would have to customize one of the search pages.  Is this
correct?

2- Is there a way to get more details in the tickets search results?  I
would like to add the Ticket summary (on ocassion) for reporting purposes.

I am running:
RT 3.2.2
Apache 2.0.51
RedHat Fedora C2




From leon at doxcelerate.com  Wed Jul 20 16:46:07 2005
From: leon at doxcelerate.com (Leon)
Date: Wed, 20 Jul 2005 14:46:07 -0600
Subject: [rt-users] need to search for  an empty field
Message-ID: 

I have created a custom field that I need to search.  It comes up fine on
the search page but I need to search for empty values in the field.  (No
Value)

I am running:
RT 3.2.2
Apache 2.0.51
RedHat Fedora C2




From todd at chaka.net  Wed Jul 20 16:28:39 2005
From: todd at chaka.net (Todd Chapman)
Date: Wed, 20 Jul 2005 16:28:39 -0400
Subject: [rt-users] need to search for  an empty field
In-Reply-To: 
References: 
Message-ID: <20050720202839.GC14342@chaka.net>

On Wed, Jul 20, 2005 at 02:46:07PM -0600, Leon wrote:
> I have created a custom field that I need to search.  It comes up fine on
> the search page but I need to search for empty values in the field.  (No
> Value)
> 
> I am running:
> RT 3.2.2
> Apache 2.0.51
> RedHat Fedora C2
> 

Try: NULL


From leon at doxcelerate.com  Wed Jul 20 17:04:11 2005
From: leon at doxcelerate.com (Leon)
Date: Wed, 20 Jul 2005 15:04:11 -0600
Subject: [rt-users] need to search for  an empty field
In-Reply-To: <20050720202839.GC14342@chaka.net>
Message-ID: 

Nope....it just returns 0 records

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net]
Sent: Wednesday, July 20, 2005 2:29 PM
To: Leon
Cc: RT Users group
Subject: Re: [rt-users] need to search for an empty field


On Wed, Jul 20, 2005 at 02:46:07PM -0600, Leon wrote:
> I have created a custom field that I need to search.  It comes up fine on
> the search page but I need to search for empty values in the field.  (No
> Value)
> 
> I am running:
> RT 3.2.2
> Apache 2.0.51
> RedHat Fedora C2
> 

Try: NULL




From anner at blast.com  Wed Jul 20 17:08:17 2005
From: anner at blast.com (Anne Ramey)
Date: Wed, 20 Jul 2005 17:08:17 -0400
Subject: [rt-users] Journal
Message-ID: <42DEBD41.7090808@blast.com>

I tried to add journal to my RT...version 3.4.2 on fedora core 3, apache 
2 modperl 2...it appeared to install fine, but when I try and use it I 
get this error:
    RT Error
  Queue not found

No where on the journal screen doesn't ask for the queue.  I tried using 
it as category and that didn't work.  it doesn't make sense in any of 
the other fields...?

Anne


From jesse at bestpractical.com  Wed Jul 20 17:10:12 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 20 Jul 2005 17:10:12 -0400
Subject: [rt-users] Journal
In-Reply-To: <42DEBD41.7090808@blast.com>
References: <42DEBD41.7090808@blast.com>
Message-ID: <20050720211012.GZ7760@bestpractical.com>




On Wed, Jul 20, 2005 at 05:08:17PM -0400, Anne Ramey wrote:
> I tried to add journal to my RT...

RT::Journal is really still just a prototype...
Jesse


From leon at doxcelerate.com  Wed Jul 20 17:27:49 2005
From: leon at doxcelerate.com (Leon)
Date: Wed, 20 Jul 2005 15:27:49 -0600
Subject: [rt-users] need to search for  an empty field
In-Reply-To: <20050720202839.GC14342@chaka.net>
Message-ID: 

GOT IT!!! was using "contains" rather than "is" in my search criteria.

-----Original Message-----
From: Todd Chapman [mailto:todd at chaka.net]
Sent: Wednesday, July 20, 2005 2:29 PM
To: Leon
Cc: RT Users group
Subject: Re: [rt-users] need to search for an empty field


On Wed, Jul 20, 2005 at 02:46:07PM -0600, Leon wrote:
> I have created a custom field that I need to search.  It comes up fine on
> the search page but I need to search for empty values in the field.  (No
> Value)
> 
> I am running:
> RT 3.2.2
> Apache 2.0.51
> RedHat Fedora C2
> 

Try: NULL




From ghenry at suretecsystems.com  Wed Jul 20 17:49:02 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Wed, 20 Jul 2005 22:49:02 +0100
Subject: [rt-users] Journal
In-Reply-To: <20050720211012.GZ7760@bestpractical.com>
References: <42DEBD41.7090808@blast.com>
	<20050720211012.GZ7760@bestpractical.com>
Message-ID: <200507202249.03316.ghenry@suretecsystems.com>

On Wednesday 20 Jul 2005 22:10, Jesse Vincent wrote:
> On Wed, Jul 20, 2005 at 05:08:17PM -0400, Anne Ramey wrote:
> > I tried to add journal to my RT...
>
> RT::Journal is really still just a prototype...
> Jesse

My fault for talking about it on the list ;-)

Works fine for us. Did you make initdb first and then make install?

-- 
Kind Regards,

Gavin Henry.
Managing Director.

T +44 (0) 1224 279484
M +44 (0) 7930 323266
F +44 (0) 1224 742001
E ghenry at suretecsystems.com

Open Source. Open Solutions(tm).

http://www.suretecsystems.com/


From r at elhames.co.uk  Wed Jul 20 18:41:16 2005
From: r at elhames.co.uk (Raed El - Hames)
Date: Wed, 20 Jul 2005 23:41:16 +0100
Subject: [rt-users] Query builder date searches bug or ist my system?
References: <42DEBD41.7090808@blast.com><20050720211012.GZ7760@bestpractical.com>
	<200507202249.03316.ghenry@suretecsystems.com>
Message-ID: <0d6201c58d7c$241fc490$52c593c3@tiger>

Hi there;

My system: rt-3.2.3 (I know I need to upgrade 3.4, I'll be doing that in a
couple of months)
Perl v5.8.6 under linux ,DBIx::SearchBuilder v1.26;mod_perl v1.999020;Mysql
4.12 and apache2
I have a strange problem in Query builder, when searching on Created ,
Lastupdated or any date related search, if for example I need tickets
created on  20/07/2005, the results I get are tickets created on 19/07/2005
... if I query tickets created today I get the correct results
Tailing rt.log I see that the query going in is correct 'Created =
20/07/2005', the time stamps in the ticket display and Tickets table are
corrects, both RT and the system (Gentoo) are set to BST ...
Has anyone else had a similar problem, I searched the mailing list and did
not find anything ?
Any suggestions of how to tackle this?

Many thanks;

Roy




From juan.mas at gmail.com  Wed Jul 20 18:42:51 2005
From: juan.mas at gmail.com (Juan Mas)
Date: Wed, 20 Jul 2005 18:42:51 -0400
Subject: [rt-users] nobody@domain.com when Resolve
Message-ID: <7d73da05072015425f04d524@mail.gmail.com>

Hi everyone,

We're running into an issue where requestors from outside our network
are not receiving the Resolved email due to their filters flagging the
email as spam due to it being from nobody at .  Where is this set?  And
can it be changed?

Thanks. 
-- 
-Juan


From pdh at bestpractical.com  Wed Jul 20 22:11:27 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Thu, 21 Jul 2005 12:11:27 +1000
Subject: [rt-users] API question
In-Reply-To: <28612698BFE51241AB8EF079C3230A8B05760A@EXC-1.247ms.com>
References: <28612698BFE51241AB8EF079C3230A8B05760A@EXC-1.247ms.com>
Message-ID: <20050721021127.GA8901@bestpractical.com>

Bj?rn Skovlund Ryd?n wrote:
> my $groupobj = RT::Group->new();
> $groupobj->LoadUserDefinedGroup('Inhouse');
> if(!$groupobj->HasMemberRecursively($session{CurrentUser}))
> {
>   blablabla();
> }

Try something like:

my $groupobj = new RT::Group($session{'CurrentUser'});
$groupobj->LoadUserDefinedGroup('Inhouse');
if(!$groupobj->HasMemberRecursively($session{'CurrentUser'}->PrincipalObj))
{
  blablabla();
}

(off the top of my head)
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Wed Jul 20 22:18:00 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Thu, 21 Jul 2005 12:18:00 +1000
Subject: [rt-users] User can see other people tickets
In-Reply-To: <62350.193.195.148.66.1121766242.squirrel@webmail.suretecsystems.com>
References: <200507161943.22771.ghenry@suretecsystems.com>
	<20050719035255.GD3252@bestpractical.com>
	<62350.193.195.148.66.1121766242.squirrel@webmail.suretecsystems.com>
Message-ID: <20050721021800.GA10385@bestpractical.com>

Gavin Henry wrote:
> If I enable an automatically created user to log in, they can "Go To
> Ticket" and put in ticket #1 etc. and see tickets that are not theirs.
> 
> Most however, do say "Permission Denied", but some don't.

ok, so what do the "some" have in common that the "most" don't?
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Wed Jul 20 22:20:24 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Thu, 21 Jul 2005 12:20:24 +1000
Subject: [rt-users] Display stalled tickets in search result
In-Reply-To: 
References: 
Message-ID: <20050721022024.GB10385@bestpractical.com>

Hilde T Lauvset Rafaelsen wrote:
> How can I tell RT to show stalled tickets on the ticket result page?

Use "status = stalled" in your search criteria?
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From rmroland at indiana.edu  Wed Jul 20 18:06:27 2005
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Wed, 20 Jul 2005 17:06:27 -0500
Subject: [rt-users] Time Differences 
Message-ID: 

When we are viewing the web interface of RT, we see the time submitted
as being accurate.  However, when we do an export to spreadsheet, we are
seeing the time being different by several hours.  We check the DB and
see that it says the same as the export. However, this appears to be
different than the system time.

Is the RT backend use UTC and the web interface convert that time to
localtime?  Is there a way to get the exports to relate the same time as
the web interface?


Thanks,

Ryan Roland

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


From ran.chen at net263.com  Thu Jul 21 04:27:26 2005
From: ran.chen at net263.com (=?gb2312?B?s8LIuw==?=)
Date: Thu, 21 Jul 2005 16:27:26 +0800
Subject: [rt-users] Can rt receive mail and respond to mail?
Message-ID: <003101c58dce$06ac4620$4ac6a8c0@CCF068A4B0192D>

Hi,everyone:
Can rt receive mail and write mail information into rt system?
Can rt send mail automatically when it receives mail?
Is there any simple configuration example?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ravin.mathoora at virtualaccess.com  Thu Jul 21 04:28:04 2005
From: ravin.mathoora at virtualaccess.com (Ravin Mathoora)
Date: Thu, 21 Jul 2005 09:28:04 +0100
Subject: [rt-users] Time Differences 
In-Reply-To: 
Message-ID: <20050721082809.5BB5C3DC0@mail.virtualaccess.com>

Hi, I had the same question a few days ago and Ruslan told me that the RT db
uses GMT. I have not tried the exports yet but if I can do this, I will let
you know

Best Regards,
Ravin Mathoora
 
-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Roland, Ryan
M
Sent: 20 July 2005 23:06
To: RT Users group
Subject: [rt-users] Time Differences 

When we are viewing the web interface of RT, we see the time submitted
as being accurate.  However, when we do an export to spreadsheet, we are
seeing the time being different by several hours.  We check the DB and
see that it says the same as the export. However, this appears to be
different than the system time.

Is the RT backend use UTC and the web interface convert that time to
localtime?  Is there a way to get the exports to relate the same time as
the web interface?


Thanks,

Ryan Roland

Network & Security Administrator
Information Technology
Division of Recreational Sports
Indiana University
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

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




From ran.chen at net263.com  Thu Jul 21 04:33:00 2005
From: ran.chen at net263.com (=?gb2312?B?s8LIuw==?=)
Date: Thu, 21 Jul 2005 16:33:00 +0800
Subject: [rt-users] Is there any simple example about Approval function
Message-ID: <005601c58dce$cdb49330$4ac6a8c0@CCF068A4B0192D>

Is there any simple example about how to use Approval function?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From olivier.horec at gmail.com  Thu Jul 21 04:47:23 2005
From: olivier.horec at gmail.com (Olivier Horec)
Date: Thu, 21 Jul 2005 10:47:23 +0200
Subject: [rt-users] Query builder date searches bug or ist my system?
In-Reply-To: <0d6201c58d7c$241fc490$52c593c3@tiger>
References: <42DEBD41.7090808@blast.com>
	<20050720211012.GZ7760@bestpractical.com>
	<200507202249.03316.ghenry@suretecsystems.com>
	<0d6201c58d7c$241fc490$52c593c3@tiger>
Message-ID: <34f141b80507210147989746a@mail.gmail.com>

Hi,

I sent an e-mail about this a few days ago (Problem with Searches). I
have exactly the same problem.
I'm runing on rt-3.4.2 with apache v1.27, mod_perl v1.29 and
DBIx::SearchBuilder v1.27.

Can some body help us,

Thanks in Advance,

Olivier

2005/7/21, Raed El - Hames :
> Hi there;
> 
> My system: rt-3.2.3 (I know I need to upgrade 3.4, I'll be doing that in a
> couple of months)
> Perl v5.8.6 under linux ,DBIx::SearchBuilder v1.26;mod_perl v1.999020;Mysql
> 4.12 and apache2
> I have a strange problem in Query builder, when searching on Created ,
> Lastupdated or any date related search, if for example I need tickets
> created on  20/07/2005, the results I get are tickets created on 19/07/2005
> ... if I query tickets created today I get the correct results
> Tailing rt.log I see that the query going in is correct 'Created =
> 20/07/2005', the time stamps in the ticket display and Tickets table are
> corrects, both RT and the system (Gentoo) are set to BST ...
> Has anyone else had a similar problem, I searched the mailing list and did
> not find anything ?
> Any suggestions of how to tackle this?
> 
> 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 olivier.horec at gmail.com  Thu Jul 21 05:12:06 2005
From: olivier.horec at gmail.com (Olivier Horec)
Date: Thu, 21 Jul 2005 11:12:06 +0200
Subject: [rt-users] Localization in Templates
Message-ID: <34f141b80507210212200440a1@mail.gmail.com>

Hi,

All my users are using RT in french. I would like to insert the ticket
history in the correspondance e-mail.
I use a template like this :

Historique :

{
  my $resolved_message = '';
  my $transactions = $Ticket->Transactions;

  while (my $transaction = $transactions->Next) {
	my $t_date = $transaction->CreatedAsString();
	my $t_owner = $transaction->CreatorObj->RealName;
	my $t_descr = $transaction->BriefDescription;

	$resolved_message .= "[";
	$resolved_message .= $t_date;
	$resolved_message .= "] [";
	$resolved_message .= $t_owner;
	$resolved_message .= "] - ";
	$resolved_message .= $t_descr;
	$resolved_message .= "\n";
  }
  $resolved_message;
}

It makes what I want but I can't localize the BriefDescription in
French (like it's done in the Ticket History on the web interface). In
fact, the BriefDescription should be localized.

Does anyone know how to select the language for localization in a template.

Thanks for your help

Olivier


From erwinpasia at yahoo.com  Thu Jul 21 07:19:30 2005
From: erwinpasia at yahoo.com (Erwin Pasia)
Date: Thu, 21 Jul 2005 04:19:30 -0700 (PDT)
Subject: [rt-users] add custom field in user interface without granted rights
Message-ID: <20050721111930.62772.qmail@web30709.mail.mud.yahoo.com>

hi Team RT, 
 
Im new in RT setup and our department would like to add Custom Fields in user inteface where it has no granted rights. Below is the normal fields that can be seen. I would like to add a custom field like Severity Level that a user can choose to. Kindly tell me where I can edit this on the RT install. Many thanks. 
 
 
Normal Fields;
 
Queue:   
Requestors:    
Cc:    
Subject:    
Attach file:    
Describe the issue below: 
.............................................
 
Access Control
Let this user be granted rights
 
 
 
Regards,
 
Erwin R. Pasia
VoIP Engineer
 


__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From rblanco at ats-connection.com.br  Thu Jul 21 10:42:17 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Thu, 21 Jul 2005 11:42:17 -0300
Subject: [rt-users] RT Doubt
Message-ID: 

            Hi folks,
 
            I would like to know if there is a feature to change the
type of a custom field. For example, "Custom Field 1 - DateTime".
            Because, in the query builder, when I need to create a
clause in the query to filter some tickets, these custom filters are
being filtered incorrectly.
I imagine that these fields are compared like String Type. How can I
solve it? Because, we have some custom fields that maintain dates,
times, integers and others.
Then, I think that they need to be managed with a different logic to
filter correctly.
 
An important thing is that in the query builder for built-in fields, for
different types of fields, the option to filter is different as well.
 
Thanks in advanced.
 
Rodrigo
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Bruce.Rudd at datadirect.com  Thu Jul 21 11:41:29 2005
From: Bruce.Rudd at datadirect.com (Bruce Rudd)
Date: Thu, 21 Jul 2005 11:41:29 -0400
Subject: [rt-users] Custom Status
Message-ID: 

I have attempted to add the custom status with the method outlined below
but they are not showing up in my tickets.  New or existing.  I created
the Queue_Local.pm file and overrode the arrays with what is below.  I
did notice that Queue_Overlay.pm has @DEFAULT_xxxxxx instead of what is
below.  I restarted httpd after making the changes but I see no affect.
 
I am complete new to this (Perl and RT) so I assume that I am just not
aware of what I need to do to make these changes active.  Any advise?  I
am using RT 3.4.2.
 
Thanks,
Bruce
 
Hi Kelly,
 
   Date: Thu, 15 Apr 2004 12:23:28 -0500
   From: "Kelly F. Hickel" 
 
   > There's a pair of arrays in RT/Queue_Overlay.pm that define the
   statuses
   > supported by RT. The default scrips and user interface do assume
that
   > you haven't removed any of the shipping statuses.
   > 
   Jesse, Do I understand you to be saying that I should be able to ADD
   status values to the pair of arrays mentioned above (as long as I
don't
   change the existing ones, or their relative position), and things
should
   "work"????  That would be "huge"...
 
Yes, you could do exactly that, if you choose to go that route.
 
You can create yourself a Queue_Local.pm file, and you can override
those arrays, like this:
 
# Queue_Local.pm
@ACTIVE_STATUS = qw(new open stalled my_other_status);
@INACTIVE_STATUS = qw(resolved rejected deleted yet_another_status);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);
 
1; # the file needs to end with this
 
Good luck,
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From trick at adonis.net  Thu Jul 21 12:21:07 2005
From: trick at adonis.net (Patrick Morris)
Date: Thu, 21 Jul 2005 09:21:07 -0700
Subject: [rt-users] Can rt receive mail and respond to mail?
In-Reply-To: <003101c58dce$06ac4620$4ac6a8c0@CCF068A4B0192D>
References: <003101c58dce$06ac4620$4ac6a8c0@CCF068A4B0192D>
Message-ID: <42DFCB73.6050807@adonis.net>

It does all of this by default. Have you read any of the documentation?

?? wrote:

> Hi,everyone:
> Can rt receive mail and write mail information into rt system?
> Can rt send mail automatically when it receives mail?
> Is there any simple configuration example?





From Rich.West at wesmo.com  Thu Jul 21 13:46:40 2005
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 21 Jul 2005 13:46:40 -0400
Subject: [rt-users] Perl upgrade Broke my RT!
Message-ID: <42DFDF80.8050307@wesmo.com>

We upgraded a couple of perl libraries due to some requirements from 
another application (relaydelay), and, while things worked through the 
night, this morning it was discovered that our RT installation was no 
longer displaying pages!

Hence, we get a zero sized reply, and emails to RT fail.

In a panic, we upgraded to 3.4.2 and the results were the same. :(  I 
did notice the new standalone_httpd, which prompted for a quick test.  
Viola!  The site was accessible and functional!  Great.

Then, I saw a number of messages on STDOUT similar to the following:
[Thu Jul 21 17:42:18 2005] [crit]: 
Could not send 
mail. (/var/www/html/oursite.org/rt3/lib/RT/Action/SendEmail.pm:280)

Ack!  A quick check showed that RT was unable to send email.

Anyone have any ideas on how to debug this?  I'm in a bit of a panic and 
at a loss as to how to pull more information out of RT to determine WHY 
it cannot send email.

Thanks!
-Rich


From Rich.West at wesmo.com  Thu Jul 21 13:57:48 2005
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 21 Jul 2005 13:57:48 -0400
Subject: [rt-users] Perl upgrade Broke my RT!
In-Reply-To: <42DFDF80.8050307@wesmo.com>
References: <42DFDF80.8050307@wesmo.com>
Message-ID: <42DFE21C.8090706@wesmo.com>

Actually, although I got those "Could not send mail." messages, my test 
message did go through and I did receive an auto reply.

Hrmm.. I wonder if there are other addresses in one of the scrips that 
are bad.  Still the "Could not send mail" message gives me the chills.

Anyhow, I'm now running the standalone_httpd since I cannot seem to get 
Apache to display (using mod_perl) the site any longer. :(

I'd prefer to use Apache because it is threaded and already had the 
mechanism in place to handle all of the load, but I'm not getting 
anything logged anywhere, and I simply get a "Zero Sized Reply".

-Rich

> We upgraded a couple of perl libraries due to some requirements from 
> another application (relaydelay), and, while things worked through the 
> night, this morning it was discovered that our RT installation was no 
> longer displaying pages!
>
> Hence, we get a zero sized reply, and emails to RT fail.
>
> In a panic, we upgraded to 3.4.2 and the results were the same. :(  I 
> did notice the new standalone_httpd, which prompted for a quick test.  
> Viola!  The site was accessible and functional!  Great.
>
> Then, I saw a number of messages on STDOUT similar to the following:
> [Thu Jul 21 17:42:18 2005] [crit]: 
> Could not send 
> mail. (/var/www/html/oursite.org/rt3/lib/RT/Action/SendEmail.pm:280)
>
> Ack!  A quick check showed that RT was unable to send email.
>
> Anyone have any ideas on how to debug this?  I'm in a bit of a panic 
> and at a loss as to how to pull more information out of RT to 
> determine WHY it cannot send email.
>
> Thanks!
> -Rich




From vicki at progeny.com  Thu Jul 21 15:28:55 2005
From: vicki at progeny.com (Vicki Stanfield)
Date: Thu, 21 Jul 2005 14:28:55 -0500
Subject: [rt-users] A script to find certain information in the rt3 database
Message-ID: <42DFF777.30004@progeny.com>

I am wanting to write a script to directly query the mysql backend of my 
rt3.4.1 installation. I need to pull out the meat of the tickets that 
meet a certain requirement. For instance, I want to get ticket IDs for 
any tickets with THISPHRASE in the title or anywhere in the history. I 
looked in the wiki and the FAQ, and was surprised not to have seen this 
mentioned. Is there another place I should have looked? Thanks in advance,

Vicki


From rmroland at indiana.edu  Thu Jul 21 16:20:06 2005
From: rmroland at indiana.edu (Roland, Ryan M)
Date: Thu, 21 Jul 2005 15:20:06 -0500
Subject: [rt-users] Time Differences 
Message-ID: 

Is there a config flag or something I can set that will make RT store
the ticket using system time instead of GMT?

Or is there a way to get the export function to use the locale to modify
that datetime as it exports it?

This way we won't have to fight/alter/manipulate anything when we try to
export out of it for reporting purposes.

Thanks,

Ryan Roland

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


From r at elhames.co.uk  Thu Jul 21 18:04:29 2005
From: r at elhames.co.uk (Raed El - Hames)
Date: Thu, 21 Jul 2005 23:04:29 +0100
Subject: [rt-users] A script to find certain information in the rt3
	database
References: <42DFF777.30004@progeny.com>
Message-ID: <012801c58e40$2ae9be60$52c593c3@tiger>

This should n't be difficult , write a perl script ..the sql you'll need is:
select Tickets.id from Tickets left Join Transactions on Tickets.Id =
Transactions.TicketId left join attachments on Transaction.id =
Attachments.TransactionId where Tickets.Subject like '%THISPHRASE%' OR
Attachments.Content like '%THISPHRASE%';

Roy
----- Original Message ----- 
From: "Vicki Stanfield" 
To: 
Sent: Thursday, July 21, 2005 8:28 PM
Subject: [rt-users] A script to find certain information in the rt3 database


> I am wanting to write a script to directly query the mysql backend of my
> rt3.4.1 installation. I need to pull out the meat of the tickets that
> meet a certain requirement. For instance, I want to get ticket IDs for
> any tickets with THISPHRASE in the title or anywhere in the history. I
> looked in the wiki and the FAQ, and was surprised not to have seen this
> mentioned. Is there another place I should have looked? Thanks in advance,
>
> Vicki
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com



From mengland at mengland.net  Thu Jul 21 20:44:22 2005
From: mengland at mengland.net (Matt England)
Date: Thu, 21 Jul 2005 19:44:22 -0500
Subject: [rt-users] HowTo get URLs to auto-generate links in
	Ticket/Display?
In-Reply-To: <42DC4A5B.8020905@synacor.com>
References: <6.1.2.0.2.20050718184237.06e63ec0@127.0.0.1>
	<42DC4A5B.8020905@synacor.com>
Message-ID: <6.1.2.0.2.20050721194325.04ec5eb0@127.0.0.1>

At 7/18/2005 07:33 PM, Tom Morgan wrote:
>This can be done in RT_SiteConfig.pm

How does one auto-generate URL links in Ticket/Display via 
RT_SiteConfig.pm?  I just browsed through the file, and I did not see 
anything that covered this.  I may have missed it.

-Matt


At 7/18/2005 07:33 PM, Tom Morgan wrote:
>This can be done in RT_SiteConfig.pm
>
>Matt England wrote:
>
>>How can one get URLs to auto-generate links in Ticket/Display?
>>
>>-Matt
>>
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>
>
>--
>Tom Morgan
>tmorgan at synacor.com
>



From mkoroschetz at tekvoice.com  Fri Jul 22 00:32:56 2005
From: mkoroschetz at tekvoice.com (Manfred Koroschetz)
Date: Fri, 22 Jul 2005 00:32:56 -0400
Subject: [rt-users] External Authentication: HowTo - Help needed.
Message-ID: <20050722T003256Z_B1B3000E0000@tekvoice.com>

I would like to use external Authentication for RT in order to be able to use it within a "Intranet" environment. Authentication is done through PHP authentication against a Postgres DB. RT runs un the same server using Postgres as well. I am using RT 3.4.2

So far I understand the following:

1. in RT_SiteConfig.pm set: Set($WebExternalAuth , 1);
2. During the PHP login on the intranet I set "Remote_User" environment variable to the name of the user logging in. This user actually exists in RT and has rights.
3. I call the RT url, and I should automatically be logged in and presented with the usual RT Homepage.

The problem is that it does not work. All I get is the login page, without the actual fields where to put the login name and password.

Looking at the code in .../share/html/Elements/login this behavior is explainable, but I don't know why I don't get properly logged in. 
Checking the code in ../share/html/autohandler, which may (should?) have some code like "$user = $ENV{'REMOTE_USER'}; " I can't find it nor can I figure out how it is supposed to read the  environment variable at all.

I do appreciate any help from anyone, on how to get this going. 

Thanks in Advance,

Manfred Koroschetz
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From pdh at bestpractical.com  Fri Jul 22 01:00:40 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Fri, 22 Jul 2005 15:00:40 +1000
Subject: [rt-users] External Authentication: HowTo - Help needed.
In-Reply-To: <20050722T003256Z_B1B3000E0000@tekvoice.com>
References: <20050722T003256Z_B1B3000E0000@tekvoice.com>
Message-ID: <20050722050040.GA9363@bestpractical.com>

Manfred Koroschetz wrote:
> Checking the code in ../share/html/autohandler, which may (should?) have
> some code like "$user = $ENV{'REMOTE_USER'}; " I can't find it nor can
> I figure out how it is supposed to read the  environment variable at all.

It's in lib/RT/Interface/Web.pm.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Fri Jul 22 01:01:52 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Fri, 22 Jul 2005 15:01:52 +1000
Subject: [rt-users] Perl upgrade Broke my RT!
In-Reply-To: <42DFE21C.8090706@wesmo.com>
References: <42DFDF80.8050307@wesmo.com> <42DFE21C.8090706@wesmo.com>
Message-ID: <20050722050152.GB9363@bestpractical.com>

Rich West wrote:
> Anyhow, I'm now running the standalone_httpd since I cannot seem to get 
> Apache to display (using mod_perl) the site any longer. :(
> 
> I'd prefer to use Apache because it is threaded and already had the 
> mechanism in place to handle all of the load, but I'm not getting 
> anything logged anywhere, and I simply get a "Zero Sized Reply".

Make sure all your perl modules are up to date, as seen
by your new perl binary ('make testdeps"); then rebuild
mod_perl against that.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From mikko.lipasti at polarcom.fi  Fri Jul 22 02:27:11 2005
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Fri, 22 Jul 2005 09:27:11 +0300
Subject: [rt-users] Enhanced workflow model for RT
Message-ID: <1122013630.5691.18.camel@fermi.polarcom.lan>

Hello list,

After a whole lot of Google searching and other research, I've come to
the conclusion that implementing workflows in RT is not as easy,
flexible, manageable as it should IMHO be. The current way of using
CreateTickets also comes short on a few points.

I wrote an article on this, with a preliminary sketch of a resolution
which is pasted below. The entire article can be found at:

http://havuharju.blogspot.com/2005/07/enhanced-workflow-model-for-rt.html

--- 8< ---

I'm sketching a solution which would introduce a graph-based workflow
model to RT. There would be one workflow per queue and a ticket's state
would be identified by a variable pointing to the node or nodes, in the
case of parallel processing, the request is at.

The nodes of the graph would be entry points, exit points, calling
points (for incorporating another workflow), action points, decision
points, forking points (parallel processing begin) and barrier points
(parallel processing end) and the (directed) edges of the graph would
record the possible transitions between the nodes. Nodes and edges could
carry information about roles and privileges as well as instructions and
UI labels.

Implementing the graph in SQL is not a big deal. Writing the state
engine code and the workflow editor is a little more complex.
Integrating all this into the RT GUI is an unknown quantity to me.
Fortunately, RT seems to support third party extensions quite well,
though.

--- 8< ---

Has this been done before? I'd rather not re-invent the wheel.

I would like to hear your comments on the subject and any general
thoughts and insight you might have.

Best regards,

-- 
Mikko Lipasti
Polarcom Consulting Oy
-------------- 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 VTolocka at alna.lt  Fri Jul 22 05:56:42 2005
From: VTolocka at alna.lt (Vytautas Tolocka)
Date: Fri, 22 Jul 2005 12:56:42 +0300
Subject: [rt-users] What RT, RTIR & RTFM verions work together?
Message-ID: <8C9ECC718F99C743AD0D0D23626E9C4F0462F97D@jupiter.alna.lt>

Hi,

Trying to install latest versions (RT 3.4.2, RTFM 2.0.4, RTIR 1.1.3) I
can get, and fail to get RTIR working.
Can anyone tell what versions do work together?

Vytautas
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From schattev at biochem.mpg.de  Fri Jul 22 06:38:28 2005
From: schattev at biochem.mpg.de (Ruben Schattevoy)
Date: Fri, 22 Jul 2005 12:38:28 +0200
Subject: [rt-users] Is RT conformal with ITIL or will it ever be?
Message-ID: <42E0CCA4.7050405@biochem.mpg.de>

...do plans exist to make the RT ticket system
conformal with ITIL framework?

Thanks

Ruben


From jesse at bestpractical.com  Fri Jul 22 08:01:30 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 22 Jul 2005 08:01:30 -0400
Subject: [rt-users] Enhanced workflow model for RT
In-Reply-To: <1122013630.5691.18.camel@fermi.polarcom.lan>
References: <1122013630.5691.18.camel@fermi.polarcom.lan>
Message-ID: <20050722120130.GW7760@bestpractical.com>




On Fri, Jul 22, 2005 at 09:27:11AM +0300, Mikko Lipasti wrote:
> I wrote an article on this, with a preliminary sketch of a resolution
> which is pasted below. The entire article can be found at:
> 
> http://havuharju.blogspot.com/2005/07/enhanced-workflow-model-for-rt.html
> 
> --- 8< ---
> 
> Has this been done before? I'd rather not re-invent the wheel.
> 

Done, no, Designed, yes. This is very, very close to something I have in
my head and on paper but not yet coded. 

> I would like to hear your comments on the subject and any general
> thoughts and insight you might have.

I hope you beat me to it, so I don't have to do it ;)

Best,
Jesse


From Steven.Platt at HPA.org.uk  Fri Jul 22 09:47:42 2005
From: Steven.Platt at HPA.org.uk (CfI - Platt, Steven)
Date: Fri, 22 Jul 2005 14:47:42 +0100
Subject: [rt-users] Second attempt: How to change font size in queue
	listings and ti cket body?
Message-ID: 

Apologies for posting this again, but it's becoming a thorny issue with no
answers to be found on the mailing list archives or Google.
------------------------------------------------------------------
Can anyone tell me how I can change the font size of text in the queue
listings (i.e. as displayed in search, admin login, etc windows), and also
for text in the body of a ticket (comments, replies, etc...)
I've had a hunt around the mailing lists, but all responses refer to 
 
/rt/lib/rt/ui/web/manipulate.pm 

a few lines down there is a line: 
$QUEUE_FONT and $MESSAGE_FONT
 
I'm running RT v3.4.2 and this module doesn't seem to be part of RT anymore,
in fact the path is now /rt/lib/RT/Interface/Web/ if I'm reading it right.
I know it's na?ve to ask, but I'm assuming an Apache restart is in order
once any changes have been made.
It'd be great if these easily adjustable parameters still exist. Any help to
point me in the right direction is appreciated.
------------------------------------------------------------------
 
Thanks
 
Steve
 



-----------------------------------------
**************************************************************************
The information contained in the EMail and any attachments is confidential
and intended solely and for the attention and use of the named
addressee(s). It may not be disclosed to any other person without the
express authority of the HPA, or the intended recipient, or both. If you
are not the intended recipient, you must not disclose, copy, distribute or
retain this message or any part of it. This footnote also confirms that
this EMail has been swept for computer viruses, but please re-sweep any
attachments before opening or saving. HTTP://www.HPA.org.uk
**************************************************************************
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From todd at chaka.net  Fri Jul 22 09:44:40 2005
From: todd at chaka.net (Todd Chapman)
Date: Fri, 22 Jul 2005 09:44:40 -0400
Subject: [rt-users] Enhanced workflow model for RT
In-Reply-To: <1122013630.5691.18.camel@fermi.polarcom.lan>
References: <1122013630.5691.18.camel@fermi.polarcom.lan>
Message-ID: <20050722134440.GD14342@chaka.net>

I'd be happy to help with the integration into RT.

-Todd


From ghenry at suretecsystems.com  Fri Jul 22 10:26:32 2005
From: ghenry at suretecsystems.com (Gavin Henry)
Date: Fri, 22 Jul 2005 15:26:32 +0100 (BST)
Subject: [rt-users] Second attempt: How to change font size in queue 
	listings and ti cket body?
In-Reply-To: 
References: 
Message-ID: <57106.193.195.148.66.1122042392.squirrel@webmail.suretecsystems.com>


> Apologies for posting this again, but it's becoming a thorny issue with
> no
> answers to be found on the mailing list archives or Google.
> ------------------------------------------------------------------
> Can anyone tell me how I can change the font size of text in the queue
> listings (i.e. as displayed in search, admin login, etc windows), and
> also
> for text in the body of a ticket (comments, replies, etc...)
> I've had a hunt around the mailing lists, but all responses refer to
>
> /rt/lib/rt/ui/web/manipulate.pm
>
> a few lines down there is a line:
> $QUEUE_FONT and $MESSAGE_FONT
>
> I'm running RT v3.4.2 and this module doesn't seem to be part of RT
> anymore,
> in fact the path is now /rt/lib/RT/Interface/Web/ if I'm reading it
> right.
> I know it's na?ve to ask, but I'm assuming an Apache restart is in order
> once any changes have been made.
> It'd be great if these easily adjustable parameters still exist. Any help
> to
> point me in the right direction is appreciated.


CSS?


From vicki at progeny.com  Fri Jul 22 11:35:01 2005
From: vicki at progeny.com (Vicki Stanfield)
Date: Fri, 22 Jul 2005 10:35:01 -0500
Subject: [rt-users] A script to find certain information in the rt3
	database
In-Reply-To: <012801c58e40$2ae9be60$52c593c3@tiger>
References: <42DFF777.30004@progeny.com> <012801c58e40$2ae9be60$52c593c3@tiger>
Message-ID: <42E11225.4050906@progeny.com>

Raed El - Hames wrote:

>This should n't be difficult , write a perl script ..the sql you'll need is:
>select Tickets.id from Tickets left Join Transactions on Tickets.Id =
>Transactions.TicketId left join attachments on Transaction.id =
>Attachments.TransactionId where Tickets.Subject like '%THISPHRASE%' OR
>Attachments.Content like '%THISPHRASE%';
>
>Roy
>----- Original Message ----- 
>From: "Vicki Stanfield" 
>To: 
>Sent: Thursday, July 21, 2005 8:28 PM
>Subject: [rt-users] A script to find certain information in the rt3 database
>
>
>  
>
>>I am wanting to write a script to directly query the mysql backend of my
>>rt3.4.1 installation. I need to pull out the meat of the tickets that
>>meet a certain requirement. For instance, I want to get ticket IDs for
>>any tickets with THISPHRASE in the title or anywhere in the history. I
>>looked in the wiki and the FAQ, and was surprised not to have seen this
>>mentioned. Is there another place I should have looked? Thanks in advance,
>>
>>Vicki
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>    
>>
>
>  
>
I had to make a couple of changes, but basically I think that is it. It 
hasn't returned anything yet though, so I need to keep working with it. 
I never was good with JOINS. ;-)

Vicki


From sames at officescape.com  Fri Jul 22 11:21:09 2005
From: sames at officescape.com (Steven E. Ames)
Date: Fri, 22 Jul 2005 10:21:09 -0500
Subject: [rt-users] Perl upgrade Broke my RT!
Message-ID: 

Also keep in mind that if you rebuild mod_perl2 (not mod_perl) after your perl upgrade make sure your still using an old mod_perl2 (1.99). When mod_perl2 became 2.0 several weeks ago the API changed and won't work with RT at present.

> -----Original Message-----
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil
> Homewood
> Sent: Friday, July 22, 2005 12:02 AM
> To: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Perl upgrade Broke my RT!
> 
> 
> Rich West wrote:
> > Anyhow, I'm now running the standalone_httpd since I cannot 
> seem to get 
> > Apache to display (using mod_perl) the site any longer. :(
> > 
> > I'd prefer to use Apache because it is threaded and already had the 
> > mechanism in place to handle all of the load, but I'm not getting 
> > anything logged anywhere, and I simply get a "Zero Sized Reply".
> 
> Make sure all your perl modules are up to date, as seen
> by your new perl binary ('make testdeps"); then rebuild
> mod_perl against that.
> -- 
> >>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
> _______________________________________________
> 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  Fri Jul 22 11:42:32 2005
From: les at futuresource.com (Les Mikesell)
Date: Fri, 22 Jul 2005 10:42:32 -0500
Subject: [rt-users] External Authentication: HowTo - Help needed.
In-Reply-To: <20050722T003256Z_B1B3000E0000@tekvoice.com>
References: <20050722T003256Z_B1B3000E0000@tekvoice.com>
Message-ID: <1122046951.16603.19.camel@moola.futuresource.com>

On Thu, 2005-07-21 at 23:32, Manfred Koroschetz wrote:
> I would like to use external Authentication for RT in order to be able
> to use it within a "Intranet" environment. Authentication is done
> through PHP authentication against a Postgres DB. RT runs un the same
> server using Postgres as well. I am using RT 3.4.2
>  
> So far I understand the following:
>  
> 1. in RT_SiteConfig.pm set: Set($WebExternalAuth , 1);
> 2. During the PHP login on the intranet I set "Remote_User"
> environment variable to the name of the user logging in. This user
> actually exists in RT and has rights.
> 3. I call the RT url, and I should automatically be logged in and
> presented with the usual RT Homepage.
> 
> The problem is that it does not work. All I get is the login page,
> without the actual fields where to put the login name and password.

Web requests are stateless.  Setting Remote_User in a PHP page isn't
going to affect subsequent requests to other pages.  If you use
http basic authentication the login appears to 'stick' because the
brower automatically resends the credentials on subsequent pages in
the same authentication domain.  Web application frameworks often use
their own login concepts with cookies or rewritten URLs to make the
browser send back a token that can be used to retrieve prior state on
the server side - but you'll have to do a lot of work to integrate this
between php and a perl app.

-- 
  Les Mikesell
    les at futuresource.com




From vicki at progeny.com  Fri Jul 22 11:54:37 2005
From: vicki at progeny.com (Vicki Stanfield)
Date: Fri, 22 Jul 2005 10:54:37 -0500
Subject: [rt-users] A script to find certain information in the rt3
	database
In-Reply-To: <012801c58e40$2ae9be60$52c593c3@tiger>
References: <42DFF777.30004@progeny.com> <012801c58e40$2ae9be60$52c593c3@tiger>
Message-ID: <42E116BD.20402@progeny.com>

Raed El - Hames wrote:

>This should n't be difficult , write a perl script ..the sql you'll need is:
>select Tickets.id from Tickets left Join Transactions on Tickets.Id =
>Transactions.TicketId left join attachments on Transaction.id =
>Attachments.TransactionId where Tickets.Subject like '%THISPHRASE%' OR
>Attachments.Content like '%THISPHRASE%';
>
>Roy
>  
>
Okay, I have a question now. I have modified the query to be this:

select Tickets.id from Tickets left Join Transactions on Tickets.Id = 
Transactions.ObjectId left join Attachments on Transactions.id = 
Attachments.TransactionId where Tickets.Subject like '%Platform Group%' 
OR Attachments.Content like '%Platform Group%';

I know there are tickets with Platform Group in the subject line, but I 
have waited a long time (maybe 2 hours) and nothing has returned yet 
(although the process is still running). Does this look right to you?

Vicki


From djimenez at membersourcecu.org  Fri Jul 22 11:59:34 2005
From: djimenez at membersourcecu.org (Daniel Jimenez)
Date: Fri, 22 Jul 2005 10:59:34 -0500
Subject: [rt-users] RT at a Glance
Message-ID: <83D26BBCAEEB274FA328FE533EF042FE2C9117@exchange.ptt.org>

All,
 
I only have 4 help desk employee's and I'm interested in display all of
their owned tickets in the "RT at a glance" screen. If not there, then
perhaps another screen that will show us these in a list.
 

Daniel Jimenez
MemberSource Credit Union
Information Systems Analyst
713-244-1122 voice
713-572-8940 fax
djimenez at membersourcecu.org
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From djimenez at membersourcecu.org  Fri Jul 22 12:01:35 2005
From: djimenez at membersourcecu.org (Daniel Jimenez)
Date: Fri, 22 Jul 2005 11:01:35 -0500
Subject: [rt-users] Stalled Tickets
Message-ID: <83D26BBCAEEB274FA328FE533EF042FE2C9118@exchange.ptt.org>

All,
 
I am interested in setting up RT to email a user after their ticket has
been stalled for more than 24 hours. I'd like it to email them every 24
hours letting them know that their ticket is waiting on a response. Once
they respond I'd like for the ticket to revert back to "open".
 
Is this possible, or would it require custom programming?
 
Thanks,

Daniel Jimenez
MemberSource Credit Union
Information Systems Analyst
713-244-1122 voice
713-572-8940 fax
djimenez at membersourcecu.org
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From trs at bestpractical.com  Fri Jul 22 12:20:27 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 22 Jul 2005 12:20:27 -0400
Subject: [rt-users] RT at a Glance
In-Reply-To: <83D26BBCAEEB274FA328FE533EF042FE2C9117@exchange.ptt.org>
References: <83D26BBCAEEB274FA328FE533EF042FE2C9117@exchange.ptt.org>
Message-ID: <42E11CCB.3030306@bestpractical.com>

Daniel Jimenez wrote:
> I only have 4 help desk employee's and I'm interested in display all of 
> their owned tickets in the "RT at a glance" screen. If not there, then 
> perhaps another screen that will show us these in a list.

How about using the query builder to search for all tickets owned by 
their usernames?  Once you have the search you want, save it as a "Saved 
Search" so you can easily access it again.

Cheers,
Tom


From rblanco at ats-connection.com.br  Fri Jul 22 12:25:11 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Fri, 22 Jul 2005 13:25:11 -0300
Subject: [rt-users] Type of a custom field
Message-ID: 

 
            Hi folks,
 
            I would like to know if there is a feature to change the
type of a custom field. For example, "Custom Field 1 - DateTime".
            Because, in the query builder, when I need to create a
clause in the query to filter some tickets, these custom filters are
being filtered incorrectly.
I imagine that these fields are compared like String Type. How can I
solve it? Because, we have some custom fields that maintain dates,
times, integers and others.
Then, I think that they need to be managed with a different logic to
filter correctly.
 
An important thing is that in the query builder for built-in fields, for
different types of fields, the option to filter is different as well.
 
Thanks in advanced.
 
Rodrigo
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From mkoroschetz at tekvoice.com  Fri Jul 22 11:53:17 2005
From: mkoroschetz at tekvoice.com (Manfred Koroschetz)
Date: Fri, 22 Jul 2005 11:53:17 -0400
Subject: [rt-users] Re: External Authentication: HowTo - Help needed.
References: UID24571-1104355416
Message-ID: <20050722T115317Z_B1B3000E0000@tekvoice.com>

Thank you for pointing me to .. Web.pm. Indeed it has the expected code.
Nevertheless and unfortunately it still does not work. I tried hardcoding my username (RT as per name field in user table) to check if it would work, but it definitely does not. I end up at the login screen with an empty (gray) box without a username / password input box. My understanding would be that I should get to the RT Homepage.

from ../web.pm

sub WebCanonicalizeInfo {
    my $user;

    if ( defined $ENV{'REMOTE_USER'} ) {
         $user = lc ( $ENV{'REMOTE_USER'} ) if( length($ENV{'REMOTE_USER'}) );
    }
    # For troubleshooting and Testing only
    $user = 'manfred';
    return $user;

I am on RT 3.4.2.

thank you in advance for any additional suggestions and steps to take to get it going.

Regards,

Manfred Koroschetz

>>> Phil Homewood 7/22/2005 1:00:40 AM >>>

Manfred Koroschetz wrote:
> Checking the code in ../share/html/autohandler, which may (should?) have
> some code like "$user = $ENV{'REMOTE_USER'}; " I can't find it nor can
> I figure out how it is supposed to read the  environment variable at all.

It's in lib/RT/Interface/Web.pm.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.
_______________________________________________
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 Joseph_Micciche at Progressive.com  Fri Jul 22 13:40:06 2005
From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com)
Date: Fri, 22 Jul 2005 13:40:06 -0400
Subject: Subject: [rt-users] Stalled Tickets
In-Reply-To: <20050722160008.231CC4D8298@diesel.bestpractical.com>
Message-ID: 

****
I am interested in setting up RT to email a user after their ticket has
been stalled for more than 24 hours. I'd like it to email them every 24
hours letting them know that their ticket is waiting on a response.
****

Use rt-crontool to call rt-remind

http://www.cs.kent.ac.uk/people/staff/tdb/rt3/

Alter rt-remind to email owner on status stalled. The code is simple enough
for a non-programmer to make these changes.

****
 Once
they respond I'd like for the ticket to revert back to "open".
****

RT does this by default, no?

joe



From trask at lyris.com  Fri Jul 22 13:40:53 2005
From: trask at lyris.com (Trask Rogers)
Date: Fri, 22 Jul 2005 10:40:53 -0700
Subject: [rt-users] "shading" windows implementation questions
Message-ID: 

I would like to have RT remember the "window shading" status of the 
boxes that include the "X" in the upper left-hand corner.  For example, 
on the Ticket/Display.html pages, if someone doesn't ever want to see 
the "Dates" box by default, they can click the "X" and it will stay 
shaded forever until they click the "X" again.  As it stands now, all 
of these boxes default to open whenever you reload the page.

How would I go about doing this?  Cookies?  Create a new table in the 
database and store each box's status for each user?  What is the best 
way to integrate new tables into RT?  Is there another method that 
would work better?  Any tips are appreciated.

----------------------
Trask Rogers
Technical Support Engineer
Lyris Technologies, Inc.



From jesse at bestpractical.com  Fri Jul 22 14:33:40 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Fri, 22 Jul 2005 14:33:40 -0400
Subject: [rt-users] "shading" windows implementation questions
In-Reply-To: 
References: 
Message-ID: <20050722183340.GY7760@bestpractical.com>




On Fri, Jul 22, 2005 at 10:40:53AM -0700, Trask Rogers wrote:
> I would like to have RT remember the "window shading" status of the 
> boxes that include the "X" in the upper left-hand corner.  For example, 
> on the Ticket/Display.html pages, if someone doesn't ever want to see 
> the "Dates" box by default, they can click the "X" and it will stay 
> shaded forever until they click the "X" again.  As it stands now, all 
> of these boxes default to open whenever you reload the page.

I'd start by having a look at how we've already done it in RT 3.5 ;)

Jesse


From les at futuresource.com  Fri Jul 22 16:40:25 2005
From: les at futuresource.com (Les Mikesell)
Date: Fri, 22 Jul 2005 15:40:25 -0500
Subject: [rt-users] Re: External Authentication: HowTo - Help needed.
In-Reply-To: <20050722T115317Z_B1B3000E0000@tekvoice.com>
References: UID24571-1104355416  <20050722T115317Z_B1B3000E0000@tekvoice.com>
Message-ID: <1122064825.16603.49.camel@moola.futuresource.com>

On Fri, 2005-07-22 at 10:53, Manfred Koroschetz wrote:
> Thank you for pointing me to .. Web.pm. Indeed it has the expected
> code.
> Nevertheless and unfortunately it still does not work. I tried
> hardcoding my username (RT as per name field in user table) to check
> if it would work, but it definitely does not.

Did you restart apache to pick up the change?

 
> thank you in advance for any additional suggestions and steps to take
> to get it going.

The usual way is to either use Apache's basic authentication or load
an apache module that authenticates the way you want and sets
REMOTE_USER accordingly.  I am using mod_auth_pam on a RedHat box
which is configured to use either local system accounts or check
against a Windows domain but anything that works with apache should
work with RT.

-- 
  Les Mikesell
   les at futuresource.com




From nate at natetech.com  Fri Jul 22 16:58:33 2005
From: nate at natetech.com (Nate Duehr)
Date: Fri, 22 Jul 2005 14:58:33 -0600
Subject: [rt-users] RT at a Glance
In-Reply-To: <83D26BBCAEEB274FA328FE533EF042FE2C9117@exchange.ptt.org>
References: <83D26BBCAEEB274FA328FE533EF042FE2C9117@exchange.ptt.org>
Message-ID: <42E15DF9.2040006@natetech.com>

Daniel Jimenez wrote:
> All,
>  
> I only have 4 help desk employee's and I'm interested in display all of
> their owned tickets in the "RT at a glance" screen. If not there, then
> perhaps another screen that will show us these in a list.

You can do this pretty easily by using the overlay system.

I copied index.html into the local tree and added a number of new 
Elements scripts so the Home page is customized.

I had to modify two files, really... index.html to call the new Element 
I created, and an Element called AllNewOpenTickets.

*Actually I have others in there, but AllNewOpenTickets sounds like what 
you're trying to do.

Read up on how to use the overlay system and figure out your local 
directory structure for your distro.

On the Debian RT 3.4 release, it's in 
/usr/local/share/request-tracker3/html and works perfectly.

Anything placed in there overrides the standard ones in 
/usr/share/request-tracker3/html.


[BEWARE OF E-MAIL LINE WRAPS BELOW...]


Here's the part of the index.html I changed for reference.  You can 
compare this to the stock one.

-----

<& /Elements/Header, Title=>loc("RT at a glance"), Refresh => 
$session{'home_refresh_interval'} &>
<& /Elements/Tabs,
     current_toptab => '',
     Title=>loc("RT at a glance") &>
<& /Elements/ListActions, actions => \@results &>





<& /Elements/MyTicketSmall &>


<& /Elements/AllNewOpenTickets &>


<& /Elements/AllStalledTickets &>




<& /Elements/Quicksearch &>


<& /Elements/QuickCreate &>


<& /Elements/OldestUnowned &>




-----

As you can see I added AllNewOpenTickets, AllStalledTickets, and 
OldestUnowned Elements.

For one of those as an example, AllNewOpenTickets looks like this, and 
is in the Elements sub-dir of the overlay directory:

-----

<&|/Elements/TitleBox,
         title => loc('[_1] oldest new or open tickets', $rows),
         title_href => "Search/Results.html".$QueryString &>
<& /Elements/TicketList,
         Format => "'__id_
_/TITLE:#', '__Subjec
t__/TITLE:Subject', Requestors, ExtendedStatus, LastUpdated",

         Query => $Query,
         OrderBy => 'LastUpdated',
         Order => 'ASC',
         Rows => $rows,
         ShowNavigation => 0
         &>

<%init>
my $rows = $RT::MyTicketsLength;

my $Query = " ( Status = 'new' OR Status = 'open' )";

my $QueryString = '?' . $m->comp('/Elements/QueryString',
             Query => $Query,
             Order => 'ASC',
             OrderBy => 'LastUpdated') if ($Query);



-----

Note the only changes above are the title of the titlebox itself, and 
the fields requested and in the title.

-----

Not too hard to customize the "Home" page, I found.

Nate


From nate at natetech.com  Fri Jul 22 17:02:42 2005
From: nate at natetech.com (Nate Duehr)
Date: Fri, 22 Jul 2005 15:02:42 -0600
Subject: [rt-users] Bug in Query Builder?
In-Reply-To: 
References: 
Message-ID: <42E15EF2.7020005@natetech.com>

Ahalya_Nathan at mudnebr.com wrote:
> Hi all,
> When i  use the Query Builder to run a query for displaying tickets with 
> id<2000 and rows per page =25 , then the query runs fast. If i give a 
> query such as id <2000 and rows per page= unlimited then it take a lot of 
> time to process the query and display the results.  Is there any way to 
> improve this?

It's all up to your browser at that point... the http server is 
streaming the output to it, whether or not it decides to display it or 
wait for more data is up to the browser implementation.

Nate


From anner at blast.com  Fri Jul 22 17:07:07 2005
From: anner at blast.com (Anne Ramey)
Date: Fri, 22 Jul 2005 17:07:07 -0400
Subject: [rt-users] Doesn't add CC:
Message-ID: <42E15FFB.6040104@blast.com>

If a requestor CCs someone on the original mail, they are not copied 
onto the ticket as CC:  so they are never notified of with any 
correspondance...is this a permissions problem? or is it not programmed 
that way?

Anne


From Bruce.Rudd at datadirect.com  Thu Jul 21 10:39:05 2005
From: Bruce.Rudd at datadirect.com (Bruce Rudd)
Date: Thu, 21 Jul 2005 10:39:05 -0400
Subject: [rt-users] Custom Status
Message-ID: 

I have attempted to add the custom status with the method outlined below
but they are not showing up in my tickets.  New or existing.  I created
the Queue_Local.pm file and overrode the arrays with what is below.  I
did notice that Queue_Overlay.pm has @DEFAULT_xxxxxx instead of what is
below.  I restarted httpd after making the changes but I see no affect.
 
I am complete new to this (Perl and RT) so I assume that I am just not
aware of what I need to do to make these changes active.  Any advise?  I
am using RT 3.4.2.
 
Thanks,
Bruce
 
Hi Kelly,
 
   Date: Thu, 15 Apr 2004 12:23:28 -0500
   From: "Kelly F. Hickel" 
 
   > There's a pair of arrays in RT/Queue_Overlay.pm that define the
   statuses
   > supported by RT. The default scrips and user interface do assume
that
   > you haven't removed any of the shipping statuses.
   > 
   Jesse, Do I understand you to be saying that I should be able to ADD
   status values to the pair of arrays mentioned above (as long as I
don't
   change the existing ones, or their relative position), and things
should
   "work"????  That would be "huge"...
 
Yes, you could do exactly that, if you choose to go that route.
 
You can create yourself a Queue_Local.pm file, and you can override
those arrays, like this:
 
# Queue_Local.pm
@ACTIVE_STATUS = qw(new open stalled my_other_status);
@INACTIVE_STATUS = qw(resolved rejected deleted yet_another_status);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);
 
1; # the file needs to end with this
 
Good luck,
Linda
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From trs at bestpractical.com  Fri Jul 22 22:22:34 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Fri, 22 Jul 2005 22:22:34 -0400
Subject: [rt-users] Custom Status
In-Reply-To: 
References: 
Message-ID: <42E1A9EA.3020906@bestpractical.com>

Bruce Rudd wrote:
> I am complete new to this (Perl and RT) so I assume that I am just not
> aware of what I need to do to make these changes active.  Any advise?  I
> am using RT 3.4.2.

You need to restart your webserver so RT will notice the changes in the 
file.

Cheers,
Tom


From mkoroschetz at tekvoice.com  Fri Jul 22 23:37:40 2005
From: mkoroschetz at tekvoice.com (Manfred Koroschetz)
Date: Fri, 22 Jul 2005 23:37:40 -0400
Subject: [rt-users] Re: External Authentication: HowTo - Help needed.
References: UID24783-1104355416
Message-ID: <20050722T233740Z_B1B3000E0000@tekvoice.com>

>>> Les Mikesell 7/22/2005 4:40:25 PM >>>

On Fri, 2005-07-22 at 10:53, Manfred Koroschetz wrote:
> Thank you for pointing me to .. Web.pm. Indeed it has the expected
> code.
> Nevertheless and unfortunately it still does not work. I tried
> hardcoding my username (RT as per name field in user table) to check
> if it would work, but it definitely does not.

Did you restart apache to pick up the change? 

A: Yes I did.


> thank you in advance for any additional suggestions and steps to take
> to get it going.

The usual way is to either use Apache's basic authentication or load
an apache module that authenticates the way you want and sets
REMOTE_USER accordingly.  I am using mod_auth_pam on a RedHat box
which is configured to use either local system accounts or check
against a Windows domain but anything that works with apache should
work with RT.

A: I understand, but am not sure that any mod_auth_pam would work for our project. Now from your description it seems that you don't have a problem with your environment and you use REMOTE_USER through mod_auth_pam and a Windows domain controller. 
My questions arer:

?>Are you using RT 3.4.2 ?
?>Did you have to do anything else, other then change your RT_Siteconfig.pm ?

-- 
  Les Mikesell
   les at futuresource.com

Thanks

Manfred Koroschetz
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From mikko.lipasti at polarcom.fi  Sat Jul 23 04:35:18 2005
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Sat, 23 Jul 2005 11:35:18 +0300
Subject: [rt-users] Enhanced workflow model for RT
In-Reply-To: <20050722120130.GW7760@bestpractical.com>
References: <1122013630.5691.18.camel@fermi.polarcom.lan>
	<20050722120130.GW7760@bestpractical.com>
Message-ID: <1122107717.4606.35.camel@fermi.polarcom.lan>

On Fri, 2005-07-22 at 15:01, Jesse Vincent wrote:
> Done, no, Designed, yes. This is very, very close to something I have in
> my head and on paper but not yet coded. 

That's good to hear! With two of us thinking about it at the same time,
perhaps there is something to it then.

Are you planning on integrating it to mainline RT or would you rather
see it as an extension to RT ? la RTFM?

> I hope you beat me to it, so I don't have to do it ;)

We'll see about that ;) I'm planning on having a vacation in August, so
no promises about schedule..

-- 
Mikko Lipasti
Polarcom Consulting Oy
040 - 5590 988
-------------- 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 m3freak at rogers.com  Sat Jul 23 16:39:41 2005
From: m3freak at rogers.com (Kanwar Ranbir Sandhu)
Date: Sat, 23 Jul 2005 16:39:41 -0400
Subject: [rt-users] QuickBooks and SugarCRM
In-Reply-To: <42DE9D15.6030905@wavesco.com>
References: 
	<42DE9D15.6030905@wavesco.com>
Message-ID: <1122151181.5469.4.camel@krs>

On Wed, 2005-20-07 at 13:51 -0500, David J. Schnardthorst wrote:
> Also, while on
> this topic, has anyone ever integrated SugarCRM with RT?

That would be nice.  SugarCRM's trouble ticket features pale in
comparison to RT.

In the meantime, you can use SugarCRM's portal feature and have your RT
instance load within SugarCRM's window.  Works fairly well, though it's
obviously not what you're really after.

HTH,

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



From mengland at mengland.net  Sat Jul 23 18:52:29 2005
From: mengland at mengland.net (Matt England)
Date: Sat, 23 Jul 2005 17:52:29 -0500
Subject: [rt-users] HowTo make new correspondence send email to Owner?
Message-ID: <6.1.2.0.2.20050723175153.04e0eec0@127.0.0.1>

How can I get new correspondence automatically send email to the task 
Owner?  Or does it do this automatically?

-Matt



From mengland at mengland.net  Sat Jul 23 18:57:13 2005
From: mengland at mengland.net (Matt England)
Date: Sat, 23 Jul 2005 17:57:13 -0500
Subject: [rt-users] HowTo make new correspondence send email to
  Owner?
In-Reply-To: <6.1.2.0.2.20050723175153.04e0eec0@127.0.0.1>
References: <6.1.2.0.2.20050723175153.04e0eec0@127.0.0.1>
Message-ID: <6.1.2.0.2.20050723175639.04a19b18@127.0.0.1>

At 7/23/2005 05:52 PM, Matt England wrote:
>How can I get new correspondence automatically send email to the task 
>Owner?  Or does it do this automatically?

I have yet to see an auto-email to a task owner per a ticket correspondence 
update happen with my current configuration.

-Matt



From jim at archer.net  Sat Jul 23 18:34:32 2005
From: jim at archer.net (Jim Archer)
Date: Sat, 23 Jul 2005 18:34:32 -0400
Subject: [rt-users] thousands of duplicate tickets :(
Message-ID: 

Hi List...

I have a few thousand duplicate tickets in my RT3.  They all have the same 
subject like and requestor, just different ticket numbers.  I am very good 
with SQL, so I am thinking there must be a way to glag them all as 
"deleted" quickly?  Is there a better way to deal with this?

Thank...

Jim



From rickr at rice.edu  Sun Jul 24 09:10:28 2005
From: rickr at rice.edu (Rick Russell)
Date: Sun, 24 Jul 2005 08:10:28 -0500
Subject: [rt-users] HowTo make new correspondence send email to  Owner?
In-Reply-To: <6.1.2.0.2.20050723175639.04a19b18@127.0.0.1>
References: <6.1.2.0.2.20050723175153.04e0eec0@127.0.0.1>
	<6.1.2.0.2.20050723175639.04a19b18@127.0.0.1>
Message-ID: <42E39344.5080803@rice.edu>


Remember that, by default, the "NotifyActor" setting in RT will squelch 
the outgoing e-mail if the person making the correspondence is the 
owner. You can either turn on NotifyActor, or test with different 
identities.

Also, check your global scripts and make sure you have an "On 
Correspond, Notify Owner" action in there with a valid template.

Rick R.



Matt England wrote:
> At 7/23/2005 05:52 PM, Matt England wrote:
> 
>> How can I get new correspondence automatically send email to the task 
>> Owner?  Or does it do this automatically?
> 
> 
> I have yet to see an auto-email to a task owner per a ticket 
> correspondence update happen with my current configuration.
> 
> -Matt
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
-- 
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From pdh at bestpractical.com  Sun Jul 24 22:49:32 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Mon, 25 Jul 2005 12:49:32 +1000
Subject: [rt-users] Doesn't add CC:
In-Reply-To: <42E15FFB.6040104@blast.com>
References: <42E15FFB.6040104@blast.com>
Message-ID: <20050725024932.GA8647@bestpractical.com>

Anne Ramey wrote:
> If a requestor CCs someone on the original mail, they are not copied 
> onto the ticket as CC:  so they are never notified of with any 
> correspondance...is this a permissions problem? or is it not programmed 
> that way?

Configuration item "$ParseNewMessageForTicketCcs". Read carefully
the warnings accompanying it in RT_Config.pm.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From webber.han at infopower.com.tw  Mon Jul 25 02:23:07 2005
From: webber.han at infopower.com.tw (webber.han)
Date: Mon, 25 Jul 2005 14:23:07 +0800
Subject: [rt-users] How could hide "global setup" if user if not root?
Message-ID: 

Hi


Why every user of RT can modify the "global setup"
How could hide "global setup" if user if not root?
I use RT 3.0.12

Please help if you can.
Thanks in advance,

Webber Han




From ogigondan at coframi-toulouse.com  Mon Jul 25 04:51:32 2005
From: ogigondan at coframi-toulouse.com (ogigondan at coframi-toulouse.com)
Date: Mon, 25 Jul 2005 10:51:32 +0200 (CEST)
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
Message-ID: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>

Hello,

i made an upgrade from RT 3.0.11 to 3.4.2. I use a test server.
I have respected the procedure, doing a "make upgrade" and executing the
database uptade sripts, but the history doesn't appear in the view of
tickets.
Can anybody help me please ?



From Ahalya_Nathan at mudnebr.com  Mon Jul 25 09:16:03 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Mon, 25 Jul 2005 08:16:03 -0500
Subject: [rt-users] Can we remove the indexes on the Tickets table?
In-Reply-To: 
Message-ID: 

Hi all,
Can anyone tell me as to whether we require the 5 indexes on the Ticket 
Table?If i go ahead and remove these indexes then does the operations( 
such as selection) from the database become slow?

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From n.marjoram at adastral.ucl.ac.uk  Mon Jul 25 08:57:34 2005
From: n.marjoram at adastral.ucl.ac.uk (Neil Marjoram)
Date: Mon, 25 Jul 2005 13:57:34 +0100
Subject: [rt-users] RT not sending email - No recipients found
Message-ID: <42E4E1BE.6080406@adastral.ucl.ac.uk>

I have just setup my new web server and successfully installed RT as per 
instructions. Everything seems to work fine, I can email in a ticket and 
get an autoreply from RT, however when I attempt to add a comment, or 
reply within the ticket no email is sent to the requestor. I have turned 
on debugging and found these entries in the rt.log file.

 #3/104 - Scrip 5  
(/usr/local/rt/lib/RT/Action/SendEmail.pm:235)
 No recipients 
found. Not sending.  (/usr/local/rt/lib/RT/Action/SendEmail.pm:247)

I am fairly unfamiliar with RT, but have read most of the documentation 
but can't find the answer, can anyone help?

OS : RHEL4
RT version 3.4.2

Many thanks,

Neil.


-- 
Neil Marjoram
Systems Manager
Adastral Park Campus
University College London
Ross Building
Adastral Park
Martlesham Heath
Ipswich - Suffolk
IP5 3RE

Reclaim Your Inbox!
http://www.mozilla.org/products/thunderbird



From Bruce.Rudd at datadirect.com  Mon Jul 25 09:33:35 2005
From: Bruce.Rudd at datadirect.com (Bruce Rudd)
Date: Mon, 25 Jul 2005 09:33:35 -0400
Subject: [rt-users] Custom Status
Message-ID: 

Tom,

That was the first thing I tried.  I have also rebooted (for other
reasons) and it is still not showing up.

Regards,
Bruce Rudd

 

-----Original Message-----
From: Thomas Sibley [mailto:trs at bestpractical.com] 
Sent: Friday, July 22, 2005 10:23 PM
To: Bruce Rudd
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

Bruce Rudd wrote:
> I am complete new to this (Perl and RT) so I assume that I am just not
> aware of what I need to do to make these changes active.  Any advise?
I
> am using RT 3.4.2.

You need to restart your webserver so RT will notice the changes in the 
file.

Cheers,
Tom




From prlawrence at Lehigh.EDU  Mon Jul 25 11:58:08 2005
From: prlawrence at Lehigh.EDU (Phil Lawrence)
Date: Mon, 25 Jul 2005 11:58:08 -0400
Subject: [rt-users] Custom template
Message-ID: <7992FBB5-6BD6-46A6-A9A1-FB314F55ECE2@lehigh.edu>

I made a queue specific copy of the Global NewTicket template, but  
added this line:
   CC: foo at bar.com, baz at bar.com

How can I fire this template off using a queue-specific scrip?  This  
did *not* work:
   Condition:  On Create
   Action:         User Defined
   Template:    NewTicketHR
   Stage:          TransactionCreate

I set the Custom condition to:
   1;

Suggestions?
Phil Lawrence




From les at futuresource.com  Mon Jul 25 12:20:29 2005
From: les at futuresource.com (Les Mikesell)
Date: Mon, 25 Jul 2005 11:20:29 -0500
Subject: [rt-users] Re: External Authentication: HowTo - Help needed.
In-Reply-To: <20050722T233740Z_B1B3000E0000@tekvoice.com>
References: UID24783-1104355416  <20050722T233740Z_B1B3000E0000@tekvoice.com>
Message-ID: <1122308429.7770.29.camel@moola.futuresource.com>

On Fri, 2005-07-22 at 22:37, Manfred Koroschetz wrote:

> The usual way is to either use Apache's basic authentication or load
> an apache module that authenticates the way you want and sets
> REMOTE_USER accordingly.  I am using mod_auth_pam on a RedHat box
> which is configured to use either local system accounts or check
> against a Windows domain but anything that works with apache should
> work with RT.
> 
> A: I understand, but am not sure that any mod_auth_pam would work for
> our project. Now from your description it seems that you don't have a
> problem with your environment and you use REMOTE_USER through 
> mod_auth_pam and a Windows domain controller. 

There are a variety of mod_auth_xxx modules that might work for
you.  Mod_auth_pam isn't included with the RH/fedora distributions
but meshes nicely with the system authentication for email accounts,
etc. and can stack several different methods.  The point is that
using basic authentication at the apache level works because it sets
REMOTE_USER on every page because the browser resends the credentials.
Your earlier comments made me think you expected a php application
session login to work with subsequent perl pages. It won't, unless you
do something to duplicate the session mechanism on the perl side.

> My questions arer:
>  
> ?>Are you using RT 3.4.2 ?

I have a 2.x and a 3.2.2 installation working this way.  My 3.4.2
isn't completely working yet but does get to the point of showing the
logged in user correctly in the top right.  Basic authentication
is pretty generic and the same also works with some other web apps
that I have configured for external authentication.

> ?>Did you have to do anything else, other then change your
> RT_Siteconfig.pm ?

Part of configuring basic authentication for apache is to
require valid-user
for the relevant location in httpd.conf.  That makes the
browser prompt for the login and resend it for subsequent
pages.

-- 
  Les Mikesell
   les at futuresource.com




From rickr at rice.edu  Mon Jul 25 12:42:39 2005
From: rickr at rice.edu (Rick Russell)
Date: Mon, 25 Jul 2005 11:42:39 -0500
Subject: [rt-users] Custom template
In-Reply-To: <7992FBB5-6BD6-46A6-A9A1-FB314F55ECE2@lehigh.edu>
References: <7992FBB5-6BD6-46A6-A9A1-FB314F55ECE2@lehigh.edu>
Message-ID: <42E5167F.2010400@rice.edu>



Phil Lawrence wrote:
> I made a queue specific copy of the Global NewTicket template, but 
> added this line:
>   CC: foo at bar.com, baz at bar.com
> 
> How can I fire this template off using a queue-specific scrip?  This 
> did *not* work:
>   Condition:  On Create
>   Action:         User Defined
>   Template:    NewTicketHR
>   Stage:          TransactionCreate

In order to send e-mail, the action must be a "notify" or "autoreply"
action. Or you have to call the Notify or Autoreply subroutines in your
custom code (which I've never really figured out how to do).

Rick R.

-- 
Rick Russell
For computer help, call xHELP (x4357 or 713-348-4357)
OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu
761D 1C20 6428 580F BD98  F5E5 5C8C 56CA C7CB B669
--
Helpdesk Supervisor, Client Services
IT/Academic & Research Computing
Rice University
Voice: 713.348.5267  Fax: 713.348.6099


From mabrown at rim.com  Mon Jul 25 14:41:56 2005
From: mabrown at rim.com (Matthew Brown)
Date: Mon, 25 Jul 2005 14:41:56 -0400
Subject: [rt-users] Installation manual in the Wiki has been removed
Message-ID: <5BB5F968E270D94EA60DE00EBF7554CC03812305@XCH26YKF.rim.net>

I've been trying to install a new instance of Request Tracker, following
the installation notes in the Wiki's user manual, and was fairly puzzled
about its abrupt end.  It seems someone has erased the last two thirds
of the ManualInstallation node (at
http://wiki.bestpractical.com/index.cgi?ManualInstallation).  I can't
see any way to rollback to a previous revision using Kwiki, so someone
will have to correct his.  For now I am viewing the previous revision of
the page.

RT needs a more dependable form of documentation.  The installation
section of the user manual is the best guide to setting up RT, and I can
only wonder how many users were turned off from RT because they couldn't
find appropriate documentation.  A Wiki is okay if it gets enough
traffic for problems like this to be corrected, but this is obviously
not the case.  A static HTML user's manual would be better than a Wiki
that is present half of the time.

Matt



---------------------------------------------------------------------
This transmission (including any attachments) may contain confidential information, privileged material (including material protected by the solicitor-client or other applicable privileges), or constitute non-public information. Any use of this information by anyone other than the intended recipient is prohibited. If you have received this transmission in error, please immediately reply to the sender and delete this information from your system. Use, dissemination, distribution, or reproduction of this transmission by unintended recipients is not authorized and may be unlawful.


From bestpractical at jon.limedaley.com  Mon Jul 25 15:05:38 2005
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 25 Jul 2005 15:05:38 -0400 (EDT)
Subject: [rt-users] Installation manual in the Wiki has been removed
In-Reply-To: <5BB5F968E270D94EA60DE00EBF7554CC03812305@XCH26YKF.rim.net>
References: <5BB5F968E270D94EA60DE00EBF7554CC03812305@XCH26YKF.rim.net>
Message-ID: 

Apparently, not easily fixable by a regular user either.  I tried to 
revert to revision 51, but no such luck.

> You were blocked from editing because your edit contains either too many 
> new URLs or some URL that is banned.


On Mon, 25 Jul 2005, Matthew Brown wrote:
> I've been trying to install a new instance of Request Tracker, following
> the installation notes in the Wiki's user manual, and was fairly puzzled
> about its abrupt end.  It seems someone has erased the last two thirds
> of the ManualInstallation node (at
> http://wiki.bestpractical.com/index.cgi?ManualInstallation).  I can't
> see any way to rollback to a previous revision using Kwiki, so someone
> will have to correct his.  For now I am viewing the previous revision of
> the page.
>
> RT needs a more dependable form of documentation.  The installation
> section of the user manual is the best guide to setting up RT, and I can
> only wonder how many users were turned off from RT because they couldn't
> find appropriate documentation.  A Wiki is okay if it gets enough
> traffic for problems like this to be corrected, but this is obviously
> not the case.  A static HTML user's manual would be better than a Wiki
> that is present half of the time.
>
> Matt
>
>
>
> ---------------------------------------------------------------------
> This transmission (including any attachments) may contain confidential information, privileged material (including material protected by the solicitor-client or other applicable privileges), or constitute non-public information. Any use of this information by anyone other than the intended recipient is prohibited. If you have received this transmission in error, please immediately reply to the sender and delete this information from your system. Use, dissemination, distribution, or reproduction of this transmission by unintended recipients is not authorized and may be unlawful.
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>


From bestpractical at jon.limedaley.com  Mon Jul 25 15:23:08 2005
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Mon, 25 Jul 2005 15:23:08 -0400 (EDT)
Subject: [rt-users] Installation manual in the Wiki has been removed
In-Reply-To: 
References: <5BB5F968E270D94EA60DE00EBF7554CC03812305@XCH26YKF.rim.net>
	
Message-ID: 

 	Apparently, example.com or something must be banned, or perhaps 
the number of URLs to add is set really small.  It is fixed now.

On Mon, 25 Jul 2005, Jon Daley wrote:
> Apparently, not easily fixable by a regular user either.  I tried to revert 
> to revision 51, but no such luck.
>
>> You were blocked from editing because your edit contains either too many 
>> new URLs or some URL that is banned.


From willmaier at ml1.net  Mon Jul 25 15:44:48 2005
From: willmaier at ml1.net (Will Maier)
Date: Mon, 25 Jul 2005 14:44:48 -0500
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
Message-ID: <20050725194448.GA26122@hayabusa.gateway.2wire.net>

On Mon, Jul 25, 2005 at 10:51:32AM +0200, ogigondan at coframi-toulouse.com wrote:
> i made an upgrade from RT 3.0.11 to 3.4.2. I use a test server.
> I have respected the procedure, doing a "make upgrade" and executing the
> database uptade sripts, but the history doesn't appear in the view of
> tickets.
> Can anybody help me please ?

Don't know if I can help, but I'm in a similar situation (RT3.2.3->3.4.2 w/
local customizations). The upgrade ran fine (using both a parallel install and
the 'make upgrade' path), but I can't see ticket histories. Reading the list and
changelogs, it seems like database upgrades should do the trick (or at least
have worked for other folks). I haven't run the upgrades for fear of mangling
our ticket databse -- is this a legitimate concern? Should I feel comfortable
upgrading the objects straight away or is a backup necessary?

-- 

Will Maier



From barnesaw at ucrwcu.rwc.uc.edu  Mon Jul 25 16:10:57 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Mon, 25 Jul 2005 16:10:57 -0400
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <20050725194448.GA26122@hayabusa.gateway.2wire.net>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
Message-ID: <42E54751.4060102@ucrwcu.rwc.uc.edu>



Will Maier wrote:

>On Mon, Jul 25, 2005 at 10:51:32AM +0200, ogigondan at coframi-toulouse.com wrote:
>  
>
>>i made an upgrade from RT 3.0.11 to 3.4.2. I use a test server.
>>I have respected the procedure, doing a "make upgrade" and executing the
>>database uptade sripts, but the history doesn't appear in the view of
>>tickets.
>>Can anybody help me please ?
>>    
>>
>
>Don't know if I can help, but I'm in a similar situation (RT3.2.3->3.4.2 w/
>local customizations). 
>

Have you tried moving your local customizations out of the way?  Then 
stop apache, empty the mason cache, and start apache.  From what I 
recall of my short 3.4.x test period, something I had done locally 
caused a similar problem.

>The upgrade ran fine (using both a parallel install and
>the 'make upgrade' path), but I can't see ticket histories. Reading the list and
>changelogs, it seems like database upgrades should do the trick (or at least
>have worked for other folks). I haven't run the upgrades for fear of mangling
>our ticket databse -- is this a legitimate concern? Should I feel comfortable
>upgrading the objects straight away or is a backup necessary?
>
>  
>

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



From juan.mas at gmail.com  Mon Jul 25 16:12:19 2005
From: juan.mas at gmail.com (Juan Mas)
Date: Mon, 25 Jul 2005 16:12:19 -0400
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <20050725194448.GA26122@hayabusa.gateway.2wire.net>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
Message-ID: <7d73da0507251312472f2144@mail.gmail.com>

If you check out the README there is a section that will explain that
there are 3 separate scripts that you need to run.  I dont have the
information in front of me but it was pretty easy to figure out once
you find it in the upgrade notes.  I was having the same issue when I
upgraded, couldnt see History but after I ran the scripts it was fine.


On 7/25/05, Will Maier  wrote:
> On Mon, Jul 25, 2005 at 10:51:32AM +0200, ogigondan at coframi-toulouse.com wrote:
> > i made an upgrade from RT 3.0.11 to 3.4.2. I use a test server.
> > I have respected the procedure, doing a "make upgrade" and executing the
> > database uptade sripts, but the history doesn't appear in the view of
> > tickets.
> > Can anybody help me please ?
> 
> Don't know if I can help, but I'm in a similar situation (RT3.2.3->3.4.2 w/
> local customizations). The upgrade ran fine (using both a parallel install and
> the 'make upgrade' path), but I can't see ticket histories. Reading the list and
> changelogs, it seems like database upgrades should do the trick (or at least
> have worked for other folks). I haven't run the upgrades for fear of mangling
> our ticket databse -- is this a legitimate concern? Should I feel comfortable
> upgrading the objects straight away or is a backup necessary?
> 
> --
> 
> Will Maier
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
-Juan


From jra at baylink.com  Mon Jul 25 16:22:21 2005
From: jra at baylink.com (Jay R. Ashworth)
Date: Mon, 25 Jul 2005 16:22:21 -0400
Subject: [rt-users] Installation manual in the Wiki has been removed
In-Reply-To: ;
	from Jon Daley  on Mon, Jul 25,
	2005 at 03:23:08PM -0400
References: <5BB5F968E270D94EA60DE00EBF7554CC03812305@XCH26YKF.rim.net>
	
	
Message-ID: <20050725162221.L19871@cgi.jachomes.com>

On Mon, Jul 25, 2005 at 03:23:08PM -0400, Jon Daley wrote:
>  	Apparently, example.com or something must be banned, or perhaps 
> the number of URLs to add is set really small.  It is fixed now.

I wouldn't be surprised; example.com is (as you certainly already know)
the canonical dead domain name.

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

      "...the rough cannot be mean and the love cannot be true, and that's
      as wise as I can get at 10 o'clock in the morning."
      	-- Bill Shatner, on being an anti-hero.


From willmaier at ml1.net  Mon Jul 25 16:36:36 2005
From: willmaier at ml1.net (Will Maier)
Date: Mon, 25 Jul 2005 15:36:36 -0500
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <42E54751.4060102@ucrwcu.rwc.uc.edu>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
	<42E54751.4060102@ucrwcu.rwc.uc.edu>
Message-ID: <20050725203636.GC26122@hayabusa.gateway.2wire.net>

On Mon, Jul 25, 2005 at 04:10:57PM -0400, Drew Barnes wrote:
> Will Maier wrote:
> >Don't know if I can help, but I'm in a similar situation (RT3.2.3->3.4.2 w/
> >local customizations). 

> Have you tried moving your local customizations out of the way?  Then 
> stop apache, empty the mason cache, and start apache.  From what I 
> recall of my short 3.4.x test period, something I had done locally 
> caused a similar problem.

The local customizations predate me and don't make use of the overlay model, so
I'd have a hard time fully separating the two. That said, the modifications are
relatively minor; I have commented out important portions of the more
significant mods earlier in the upgrade path in order to resolve minor errors
related to rendering.

All the research I've done so far suggests that our database (built for 3.2.3)
needs to be updated for the 3.4.2 release. While it's possible that our mods to
RT remain a problem, the problem itself (no history) seems similar to issues
reported to this list and elsewhere that were subsequently resolved by database
updates.

See other subthread for comments on that issue...

Thanks

-- 

Will Maier



From willmaier at ml1.net  Mon Jul 25 16:39:09 2005
From: willmaier at ml1.net (Will Maier)
Date: Mon, 25 Jul 2005 15:39:09 -0500
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <7d73da0507251312472f2144@mail.gmail.com>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
	<7d73da0507251312472f2144@mail.gmail.com>
Message-ID: <20050725203909.GD26122@hayabusa.gateway.2wire.net>

On Mon, Jul 25, 2005 at 04:12:19PM -0400, Juan Mas wrote:
> If you check out the README there is a section that will explain that
> there are 3 separate scripts that you need to run.  I dont have the
> information in front of me but it was pretty easy to figure out once
> you find it in the upgrade notes.  I was having the same issue when I
> upgraded, couldnt see History but after I ran the scripts it was fine.

I read the README -- my question was more concerned with the safety/efficacy of
the database upgrade scripts. From your message, it sounds like you didn't
experience any data loss during the database upgrade. If this is so, I'll be
much more comfortable running the upgrade. Any chance the scripts will break
exisitng databases? I'm inclined to trust them, but positive/negative
experiences would be welcome data points.

-- 

Will Maier



From alexmv at bestpractical.com  Mon Jul 25 16:40:27 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 25 Jul 2005 16:40:27 -0400
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <20050725203909.GD26122@hayabusa.gateway.2wire.net>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
	<7d73da0507251312472f2144@mail.gmail.com>
	<20050725203909.GD26122@hayabusa.gateway.2wire.net>
Message-ID: <1122324027.19826.15.camel@zoq-fot-pik.mit.edu>

On Mon, 2005-07-25 at 15:39 -0500, Will Maier wrote:
> I read the README -- my question was more concerned with the safety/efficacy of
> the database upgrade scripts. From your message, it sounds like you didn't
> experience any data loss during the database upgrade. If this is so, I'll be
> much more comfortable running the upgrade. Any chance the scripts will break
> exisitng databases? I'm inclined to trust them, but positive/negative
> experiences would be welcome data points.
The upgrade scripts are rather straightforward, and I've yet to hear of
major problems with them.  You can look at the sql that they run
yourself, if you want to reassure yourself; they're in:
            etc/upgrade/3.3.*/{acl,schema}.databasetype
- Alex


From mikef at ack.Berkeley.EDU  Mon Jul 25 16:12:39 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Mon, 25 Jul 2005 13:12:39 -0700 (PDT)
Subject: [rt-users] Problem installing mod_fastcgi
Message-ID: <20050725130644.Y28792@malcolm.berkeley.edu>

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

I'm trying to build the rt-3.4.2 FreeBSD port (on FreeBSD 5.4-RELEASE), 
but the build is terminating on the attempt to install mod_fastcgi-2.4.2. 
Below are the error messages (which I also get if I just try to install the 
same fastcgi port by itself).

Any ideas?

Thanks.

Mike

===========================================================================
  ===>    Verifying install for /usr/local/libexec/apache2/mod_fastcgi.so in /usr/ports/www/mod_fastcgi
  ===>  Installing for mod_fastcgi-2.4.2
  ===>   Generating temporary packing list
  ===>  Checking if www/mod_fastcgi already installed
  cd /usr/ports/www/mod_fastcgi/work/mod_fastcgi-2.4.2 ; /usr/local/sbin/apxs -i -a -n fastcgi mod_fastcgi.so
  /usr/local/share/apache2/build/instdso.sh SH_LIBTOOL='/usr/local/share/apache2/build/libtool' mod_fastcgi.so /usr/local/libexec/apache2
  /usr/local/share/apache2/build/libtool --mode=install cp mod_fastcgi.so /usr/local/libexec/apache2/
  cp mod_fastcgi.so /usr/local/libexec/apache2/mod_fastcgi.so
  cp: mod_fastcgi.so: No such file or directory
  apxs:Error: Command failed with rc=65536
  .
  *** Error code 1

  Stop in /usr/ports/www/mod_fastcgi.
  *** Error code 1
_____________________________________________________________________
Mike Friedman                   System and Network Security
mikef at ack.Berkeley.EDU          2484 Shattuck Avenue
1-510-642-1410                  University of California at Berkeley
http://ack.Berkeley.EDU/~mikef  http://security.berkeley.edu
_____________________________________________________________________

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

iQA/AwUBQuVHu60bf1iNr4mCEQITugCgt41sZ5CVV8Fhu/f4CTen/SsyG8UAnih+
fgY4Ky9kF6Rel/q9Q5DGlBLv
=abjt
-----END PGP SIGNATURE-----


From willmaier at ml1.net  Mon Jul 25 17:20:23 2005
From: willmaier at ml1.net (Will Maier)
Date: Mon, 25 Jul 2005 16:20:23 -0500
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <1122324027.19826.15.camel@zoq-fot-pik.mit.edu>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
	<7d73da0507251312472f2144@mail.gmail.com>
	<20050725203909.GD26122@hayabusa.gateway.2wire.net>
	<1122324027.19826.15.camel@zoq-fot-pik.mit.edu>
Message-ID: <20050725212023.GF26122@hayabusa.gateway.2wire.net>

On Mon, Jul 25, 2005 at 04:40:27PM -0400, Alex Vandiver wrote:
> On Mon, 2005-07-25 at 15:39 -0500, Will Maier wrote:
> > I read the README -- my question was more concerned with the safety/efficacy of
> > the database upgrade scripts. From your message, it sounds like you didn't
> > experience any data loss during the database upgrade. If this is so, I'll be
> > much more comfortable running the upgrade. Any chance the scripts will break
> > exisitng databases? I'm inclined to trust them, but positive/negative
> > experiences would be welcome data points.

> The upgrade scripts are rather straightforward, and I've yet to hear of
> major problems with them.  You can look at the sql that they run
> yourself, if you want to reassure yourself; they're in:
>             etc/upgrade/3.3.*/{acl,schema}.databasetype

Thanks for the feedback. The only trouble is that I'm running two parallel
instances of RT (and Apache), one for testing 3.4.2 and one production 3.2.3.
My concern is that the update scripts required to get the testing instance
running correctly might break the database which the production instance depends
upon.

The wiki touches on these issues, but doesn't address database upgrades and
their impact on concurrent testing/production installs of RT.

-- 

Will Maier



From alexmv at bestpractical.com  Mon Jul 25 17:19:14 2005
From: alexmv at bestpractical.com (Alex Vandiver)
Date: Mon, 25 Jul 2005 17:19:14 -0400
Subject: [rt-users] Problem installing mod_fastcgi
In-Reply-To: <20050725130644.Y28792@malcolm.berkeley.edu>
References: <20050725130644.Y28792@malcolm.berkeley.edu>
Message-ID: <1122326354.19818.17.camel@zoq-fot-pik.mit.edu>

On Mon, 2005-07-25 at 13:12 -0700, Mike Friedman wrote:
> I'm trying to build the rt-3.4.2 FreeBSD port (on FreeBSD 5.4-RELEASE), 
> but the build is terminating on the attempt to install mod_fastcgi-2.4.2. 
> Below are the error messages (which I also get if I just try to install the 
> same fastcgi port by itself).
> 
> Any ideas?
This is a problem with FreeBSD's port of mod_fastcgi, not anything RT.
I'm guessing this is http://www.freebsd.org/cgi/query-pr.cgi?pr=79774 or
some close variant.
 - Alex


From tanner at real-time.com  Mon Jul 25 17:54:26 2005
From: tanner at real-time.com (Bob Tanner)
Date: Mon, 25 Jul 2005 16:54:26 -0500
Subject: [rt-users] Custom User Fields in 3.4.2 do not display
Message-ID: <200507251654.27508@www.mn-linux.org.or.transmuter.real-time.com>

Added a custom field to Users. Drilling down into a user entry the custom 
field does not show up.

I've double checked the ACLs for the custom field and have given the group I 
belong to:

AdminCustomField
ModifyCustomField
SeeCustomField

But I still cannot see the field. I saw a link to a potential patch, but it 
was on fsck.com.

-- 
Bob Tanner           | Phone : (952)943-8700
http://www.real-time.com, Minnesota, Linux | Fax   : (952)943-8500
Key fingerprint = AB15 0BDF BCDE 4369 5B42  1973 7CF1 A709 2CC1 B288


From asheesh at asheesh.org  Mon Jul 25 18:26:44 2005
From: asheesh at asheesh.org (Asheesh Laroia)
Date: Mon, 25 Jul 2005 18:26:44 -0400 (EDT)
Subject: [rt-users] Want to stop "RT thinks this is a bounce" messages
Message-ID: 

We want to be able to create tickets by emailing queuename at domain.com.  I 
have succesfully set that up.  We want replies to users to consistently 
come from bugs at domain.com, so we have the Reply and Comment addresses for 
all the queues set to that.

The problem is, then queuename at dyna.org becomes a watcher.  So RT sends 
itself followup mails, which RT then bounces back to root at localhost with 
the message "RT think this is a bounce".

How do we prevent this behavior while keeping the per-queue ticket-filing 
addresses while unifying the "From RT" address?

-- Asheesh.

-- 
10) there is no 10, but it sounded like a nice number :)
         -- Wichert Akkerman


From support at cyberpro.com.au  Mon Jul 25 19:55:44 2005
From: support at cyberpro.com.au (Ian Ward)
Date: Tue, 26 Jul 2005 09:55:44 +1000
Subject: [rt-users] RedHat ES4 Update breaks FastCGI
Message-ID: <42E57C00.5030506@cyberpro.com.au>

Hi All,

RedHat released an update to apache.  We applied the updates and blew up RT.
The problem ( which I found in the initial install as well ) is the 
permissions on the fastcgi directory that the ES4 Howto suggests to put 
in /var/log/httpd.  I needed to set the permissions during the initial 
install of fastcgi, however the httpd update has reset the permissions 
back to the distro default.........

[root at aruba httpd]# ls -la
total 20528
drwx------   3 root   root      4096 Jul  9 04:00 .
drwxr-xr-x  14 root   root      4096 Jul 25 08:39 ..
-rw-r--r--   1 root   root   2928920 Jul 26 09:38 access_log
-rw-r--r--   1 root   root   1025839 Jul 26 09:39 error_log
drwxrwxrwx   3 apache apache    4096 Jul 26 09:24 fastcgi
-rw-r--r--   1 root   root         0 Jan 13  2004 ssl_access_log
-rw-r--r--   1 root   root         0 Jul 17 04:08 ssl_error_log
-rw-r--r--   1 root   root         0 Jan 13  2004 ssl_request_log



chmod 755 /var/log/httpd fixes the problem.


From tanoleg at gmail.com  Mon Jul 25 20:08:50 2005
From: tanoleg at gmail.com (Oleg Shnayderman)
Date: Mon, 25 Jul 2005 17:08:50 -0700
Subject: [rt-users] rt-mailgate error: The RT server which handled your
	email did not behave as expected. It said: no hacking!!ok
Message-ID: 

Hello, 

I am having a trouble with our rt system.
We have several queues there. The problem is only with support and
support-comment queues.

here is the example:

pooh:/home/olegs# /opt/rt3/bin/rt-mailgate --queue Support --action
comment --url https://localhost/rt < messagelog.txt
RT server error.

The RT server which handled your email did not behave as expected. It
said:

no hacking!!ok
Ticket: 2228
Queue: Support
Owner: Nobody
Status: new
Subject:
Requestor:

pooh:/home/olegs# /opt/rt3/bin/rt-mailgate --queue Support --action
correspond --url https://localhost/rt < messagelog.txt
RT server error.

The RT server which handled your email did not behave as expected. It
said:

no hacking!!ok
Ticket: 2225
Queue: Support
Owner: Nobody
Status: new
Subject:
Requestor:

However, if I do the same 'rt-mailgate' to different queue, everything
is normal with no error(s)

pooh:/home/olegs# /opt/rt3/bin/rt-mailgate --queue Dev.US --action
correspond --url https://localhost/rt < messagelog.txt

Does anyone know what it is or where I can search/find an answer for
this problem?
Thank you in advance.

Oleg

[I am running Debian 3.1 Linux 2.6.7-1-386
with Exim4 and RT3, perl 5.8.4 and mysql Ver 12.22 Distrib 4.0.22, for
pc-linux (i386)
]


From asheesh at asheesh.org  Mon Jul 25 20:45:55 2005
From: asheesh at asheesh.org (Asheesh Laroia)
Date: Mon, 25 Jul 2005 20:45:55 -0400 (EDT)
Subject: [rt-users] Want to stop "RT thinks this is a bounce" messages
In-Reply-To: <003f01c5916b$ed3c3000$3216e50a@unex.berkeley.edu>
References: <003f01c5916b$ed3c3000$3216e50a@unex.berkeley.edu>
Message-ID: 

On Mon, 25 Jul 2005, Mike Patterson wrote:

> I'm not exactly sure this is the problem that you are talking about, but 
> this is how I have it setup. Our mail server is different then our RT 
> Server. In this example our RT server is called "rt.domain.com"
>
> Mail sent to bugs at domain.com gets redirected to general at rt.domain.com 
> and creates a ticket in the general queue.

When you say "redirected", does the redirection change the email address 
in the "To:" field?

Or does it stay as "bugs at domain.com" in the mail header when RT gets it?

-- Asheesh.

-- 
The best way to accelerate a Macintoy is at 9.8 meters per second per second.


From mikef at ack.Berkeley.EDU  Mon Jul 25 20:48:30 2005
From: mikef at ack.Berkeley.EDU (Mike Friedman)
Date: Mon, 25 Jul 2005 17:48:30 -0700 (PDT)
Subject: [rt-users] Problem installing mod_fastcgi
In-Reply-To: <1122326354.19818.17.camel@zoq-fot-pik.mit.edu>
References: <20050725130644.Y28792@malcolm.berkeley.edu>
	<1122326354.19818.17.camel@zoq-fot-pik.mit.edu>
Message-ID: <20050725174634.Y51752@malcolm.berkeley.edu>

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

On Mon, 25 Jul 2005 at 17:19 (-0400), Alex Vandiver wrote:

> On Mon, 2005-07-25 at 13:12 -0700, Mike Friedman wrote:
>> I'm trying to build the rt-3.4.2 FreeBSD port (on FreeBSD 5.4-RELEASE), 
>> but the build is terminating on the attempt to install 
>> mod_fastcgi-2.4.2. Below are the error messages (which I also get if I 
>> just try to install the same fastcgi port by itself).
>>
>> Any ideas?
> This is a problem with FreeBSD's port of mod_fastcgi, not anything RT. 
> I'm guessing this is http://www.freebsd.org/cgi/query-pr.cgi?pr=79774 or 
> some close variant.

Alex,

Thanks,  that was it!

I realized it wasn't an RT problem, but I figured someone on this list 
would be likely to know the answer, since many folks run RT with fastcgi.

Mike

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

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

iQA/AwUBQuWIY60bf1iNr4mCEQKzRgCeJs/tS2+5IhMtptnovBnyoD1mdZcAoIlv
1Ms2GANUT9qxM5qpkLQqlcSK
=btWk
-----END PGP SIGNATURE-----


From rt at garnetweb.com  Mon Jul 25 21:02:38 2005
From: rt at garnetweb.com (Miles Scruggs)
Date: Mon, 25 Jul 2005 18:02:38 -0700
Subject: [rt-users] Perl install problems
In-Reply-To: <42DD4C34.9090704@ucrwcu.rwc.uc.edu>
Message-ID: <20050726010245.8E56F4D80DE@diesel.bestpractical.com>

I would really appreciate it if someone could help me out,  I have dug
through the docs, and haven't received much help from this list

Please someone help me, I really would like to use this system but I need to
get it working first.

> >I'm having some issues getting rt installed on my box.  I'm using apache
> >2.0.51 on fedora core1 with Mod Perl 2
> >
> >
> 
> With mod_perl2, you can't rely on the standard 'make fixdeps' after
> running configure.  Re-run configure with the appropriate options, the
> from the prompt run 'perl sbin/rt-test-dependencies --with-mysql
> --with-modperl2 --install'

I did this. And everything checks out.
> 
> >I followed the Fedora core 1 install guide which I feel is lacking
> >something.
> >
> >If I follow the guide to the letter then I get
> >
> >[Thu Jul 14 09:31:57 2005] [error] failed to resolve handler `RT::Mason'
> >[Thu Jul 14 09:31:57 2005] [error] [client 66.62.165.53] Can't locate
> >RT/Mason.pm in @INC (@INC contains:
> >/usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3
> >/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/5.8.3 /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/5.8.3/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/5.8.3 /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 8)
> >line 3.\n
> >
> >While this doesn't stop apache from operating it doesn't let RT run
> either.I
> >figured this came from the lack of
> >
> >PerlRequire /usr/local/rt3/bin/webmux.pl
> >
> >In the conf.d/rt.conf
> >
> >So I added that line, then I would get:
> >
> >[Thu Jul 14 09:02:30 2005] [error] Can't locate Apache.pm in @INC (@INC
> >contains: /usr/lib/perl5/5.8.3/i386-linux-thread-multi
> /usr/lib/perl5/5.8.3
> >/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/5.8.3 /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/5.8.3/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/5.8.3 /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
> >/usr/lib/perl5/5.8.3/CGI.pm line 190.\nCompilation failed in require at
> >/usr/local/rt3/bin/webmux.pl line 56.\nBEGIN failed--compilation aborted
> at
> >/usr/local/rt3/bin/webmux.pl line 56.\nCompilation failed in require at
> >(eval 1) line 1.\n
> >[Thu Jul 14 09:02:30 2005] [error] Can't load Perl file:
> >/usr/local/rt3/bin/webmux.pl for server rt.garnetweb.com:80, exiting...\n
> >
> >
> >I'm really lost as to which way to proceed on this one.  I installed your
> >system about 2 years ago, and was pretty happy with it, and would like to
> >get it running again.
> >
> >Here is my conf.d/rt.conf  commented out lines just represent attempts to
> >try different things.  Thanks.
> >
> >
> >        ServerName   rt.host.com:80
> >        ServerAdmin  "email at com.com"
> >        DocumentRoot /usr/local/rt3/share/html
> >
> >        
> >                SSLEngine off
> >        
> >           # 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 ModPerl::Registry
> >                Options ExecCGI
> >                #PerlHandler RT::Mason
> >        
> >        
> >                Options -Includes +ExecCGI
> >        
> >
> >




From lamont at cluepon.com  Mon Jul 25 22:04:50 2005
From: lamont at cluepon.com (Lamont Lucas)
Date: Mon, 25 Jul 2005 19:04:50 -0700
Subject: [rt-users] OT ADVOCACY: Kana response vs RT
Message-ID: <20050726020450.GD99527@clavin.cluepon.com>

This is an odd question, but has anybody used Kana response
system for email-based customer service?  (www.kana.com)

Our ancient mustang application is being replaced.  I built a demo
RT unit that was well received, but tomorrow I'm in a meeting with
kana to hear their sales pitch.

Does anybody have any experience with them or some suggestions as
to questions I should ask?  

I honestly believe that RT is the best solution due to the unlimited 
possibility for customization and the nature of open source.  But 
the ultimate decision will rest with customer service, aka
the users. :-)


-- 
 - Lamont
"I am not an atomic playboy."


From barnesaw at ucrwcu.rwc.uc.edu  Tue Jul 26 01:02:42 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Tue, 26 Jul 2005 01:02:42 -0400
Subject: [rt-users] Perl install problems
In-Reply-To: <20050726010245.8E56F4D80DE@diesel.bestpractical.com>
References: <20050726010245.8E56F4D80DE@diesel.bestpractical.com>
Message-ID: <20050726010242.7wrh5m22okcs4004@ucrwcu.rwc.uc.edu>

Quoting Miles Scruggs :

> I would really appreciate it if someone could help me out,  I have dug
> through the docs, and haven't received much help from this list
>
> Please someone help me, I really would like to use this system but I need to
> get it working first.
>
...snip...
> > >Here is my conf.d/rt.conf  commented out lines just represent attempts to
> > >try different things.  Thanks.
> > >
> > >
> > >        ServerName   rt.host.com:80
> > >        ServerAdmin  "email at com.com"
> > >        DocumentRoot /usr/local/rt3/share/html
> > >
> > >        
> > >                SSLEngine off
> > >        

I don't use this in my setup. ^^

> > >           # these four lines apply to Apache2+mod_perl2 only: {{{
> > >        PerlSetVar MasonArgsMethod CGI

I do not use this line at all in mine. ^^

> > >        PerlModule Apache2 Apache::compat
> > >        RewriteEngine On
> > >        RewriteRule ^(.*)/$ $1/index.html
> > >        # }}}
> > >
> > >        PerlModule Apache::DBI
> > >        #PerlRequire /usr/local/rt3/bin/webmux.pl

You definitely need this line.  ^^
I also put the RewriteRule here.

> > >        
> > >                SetHandler perl-script

Keep this. ^^

> > >                PerlHandler ModPerl::Registry
> > >                Options ExecCGI

I don't use the 2 lines above this. ^^

> > >                #PerlHandler RT::Mason

But you definitely need this. ^^

> > >        
> > >        
> > >                Options -Includes +ExecCGI
> > >        

I don't use this  part..  ^^

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



From mikep at uclink.berkeley.edu  Tue Jul 26 01:21:46 2005
From: mikep at uclink.berkeley.edu (Mike Patterson)
Date: Mon, 25 Jul 2005 22:21:46 -0700
Subject: [rt-users] Want to stop "RT thinks this is a bounce" messages
In-Reply-To: 
References: <003f01c5916b$ed3c3000$3216e50a@unex.berkeley.edu>
	
Message-ID: <42E5C86A.4010601@uclink.berkeley.edu>

Asheesh,

The mail server with the MX record for "domain.com" receives the message 
addressed to "bugs at domain.com" and
reads the mailforwardingattribute  "general at rt.domain.com" (on our 
cyrus/imap/ldap server) and  it sends a copy to the general queue on the 
server "rt.domain.com" without changing the "To:" header 
("bugs at domain.com").

Another possible example maintaining the header using /etc/aliases on 2 
boxes with sendmail:

mail sent to "bugs at box1.domain.com" will create a ticket in the general 
queue on the server "rt.domain.com" without changing the "To:" header.

box1.domain.com /etc/alias entry
------------------
bugs: general at rt.com

rt.domain.com /etc/alias entry
--------------
general: "|/usr/local/rt3/bin/rt-mailgate --queue general --action 
correspond --url http://localhost"

Hope this helps.

Mike

Asheesh Laroia wrote:

> On Mon, 25 Jul 2005, Mike Patterson wrote:
>
>> I'm not exactly sure this is the problem that you are talking about, 
>> but this is how I have it setup. Our mail server is different then 
>> our RT Server. In this example our RT server is called "rt.domain.com"
>>
>> Mail sent to bugs at domain.com gets redirected to general at rt.domain.com 
>> and creates a ticket in the general queue.
>
>
> When you say "redirected", does the redirection change the email 
> address in the "To:" field?
>
> Or does it stay as "bugs at domain.com" in the mail header when RT gets it?
>
> -- Asheesh.
>



From ogigondan at coframi-toulouse.com  Tue Jul 26 04:09:09 2005
From: ogigondan at coframi-toulouse.com (ogigondan at coframi-toulouse.com)
Date: Tue, 26 Jul 2005 10:09:09 +0200 (CEST)
Subject: [rt-users] [resolved] Lost of history after upgrade from 3.0.11 to
In-Reply-To: <1122324027.19826.15.camel@zoq-fot-pik.mit.edu>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
	<7d73da0507251312472f2144@mail.gmail.com>
	<20050725203909.GD26122@hayabusa.gateway.2wire.net>
	<1122324027.19826.15.camel@zoq-fot-pik.mit.edu>
Message-ID: <32914.192.168.31.9.1122365349.squirrel@192.168.31.9>

I had already ran the scripts.
However, i have resolved the problem running once again the scripts, but
changing the version at the end of the command line. I choose the "3.3.0".


From fatearthling at gmail.com  Tue Jul 26 04:18:19 2005
From: fatearthling at gmail.com (Howard Kao)
Date: Tue, 26 Jul 2005 16:18:19 +0800
Subject: [rt-users] About the Comment Address in queues
Message-ID: 

Hi all, 

I would like to ask about the Comment Address in a queue.  Correct me
if I am wrong, but I know that the Reply Address is to allow people to
reply to this address to automatically add an entry in the discussion.
 What does the Comment Address do then?  It doesn't seem to allow
people to send an email to it to create a comment, and with good
reason since there's no telling which ticket the comment will go to. 
Can someone please describe what Comment Address does to me?

Thanks.


From hwagener at hamburg.fcb.com  Tue Jul 26 04:09:50 2005
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Tue, 26 Jul 2005 10:09:50 +0200
Subject: [rt-users] libhtml-mason-perl 1.29.2 on debian/unstable
	incompatible with RT3.2?
Message-ID: <68BCC76B-24B6-4710-9ED9-DD92DB7352B7@hamburg.fcb.com>

Hello,
I downgraded libhtml-mason-perl to version 1.26 on debian/unstable to  
get RT3.2. Using 1.29.2, I got an error about comp_root_array not  
being available.

Regards,
     Harald


From ogigondan at coframi-toulouse.com  Tue Jul 26 04:24:20 2005
From: ogigondan at coframi-toulouse.com (ogigondan at coframi-toulouse.com)
Date: Tue, 26 Jul 2005 10:24:20 +0200 (CEST)
Subject: [rt-users] Problem with statistics and GD::Graph perl module
In-Reply-To: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
Message-ID: <32974.192.168.31.9.1122366260.squirrel@192.168.31.9>

Hello,

i want to realize statistics for RT. I have installed the plugin, but i
have to install the GD::Graph perl module and i have some problems.
Using the command : "perl -MCPAN -e 'install GD::Graph'" i had errors and
it say to me to use the option "force" so i use the command:
"perl -MCPAN -e 'force install GD::Graph'". Now when i re-run the first
command, it say that the module is up to date. However when i want to use
the statistics in RT i don't see the images and have some errors. The
first is:
"Can't locate GD.pm in @INC"
Can i have help please ?


From rt-users at rock-tnsc.com  Tue Jul 26 06:05:50 2005
From: rt-users at rock-tnsc.com (Felix Zhu)
Date: Tue, 26 Jul 2005 18:05:50 +0800
Subject: [rt-users] How can I find the latest ticket from the cmdline?
Message-ID: <42E60AFE.9090708@rock-tnsc.com>

Hi all,

As the subject decribed how can I write the "query string" for this 
searching?

Regards,

Felix


From J.Landman at ru.ac.za  Tue Jul 26 05:43:58 2005
From: J.Landman at ru.ac.za (John Landman)
Date: Tue, 26 Jul 2005 11:43:58 +0200
Subject: [rt-users] queue-specific RT scrip / template combination not being
	presented
Message-ID: <003701c591c6$8bd74420$9550e792@jlandman1>

Thanks for accepting this email query - ran out of places to ask.

**
Problem : queue-specific RT scrip / template combination not being presented
even when named with the same name as the global scrip and / or template
name as suggested in an FAQ.

Query : how do we get queue-specific scrip / template response to work?
**

We have encountered a problem here with queue-specific scrips which don't
seem to work whatever one does.  As you know a queue scrip should show
rather than a global scrip / template under certain conditions.

I found a response by Bruce Campbell written some time ago about this which
suggested that if both the queue and the global scrip /  template were
responding then the global had to be turned off for the duplicate to stop
appearing.

Does this apply to the queue specific scrips which don't substitute anyway?

An FAQ we found dealing queue-specific scrip /  template says that RT
substitutes the global scrip response with a queue scrip with the same name
as the global scrip.  The FAQ doesn't say turn off the global scrips in the
config. (Admins may not be too comfortable with this.)

With some of the things we have tried no scrip / template appears at all....

Our admins have just upgraded RT to some V3 iteration which we thought might
solve the problem but it seems to persist.

[ One expects RT would preferentially present a queue-specific scrip
response if it existed - hence first check for that - and, then : if no
scrip and templates bound to a queue existed, respond with a global default.
Effectively, I suppose, that is what it is trying to do.  It seems that
something is broken. But that could just be me. ]

Yours ->
John Landman

don't be irreplaceable - if you can't be replaced, you can't be promoted. -
Dilbert
______________________________________________________________
--  Department of Geography , Rhodes University,
    P O Box 94,  Grahamstown,  6140 South Africa
________________________________________
  /|||||||||||||\ humans are a resource not a cost - a peter drucker
principle
 |||||||||||||||||||| Internet: J.Landman at ru.ac.za
 |||||||||||||@|| Telephone: +27 46 603 8325    Fax: +27 46 636 1199
  \||||||||||||||/
             __________________________________________
              everyone one day will get one break sometime once
The views expressed above are not necessarily those of Rhodes University
      and if any other opinions are expressed I don't know whose they are



From mengland at mengland.net  Tue Jul 26 09:14:42 2005
From: mengland at mengland.net (Matt England)
Date: Tue, 26 Jul 2005 08:14:42 -0500
Subject: [rt-users] HowTo make new correspondence send email to 
  Owner?
In-Reply-To: <42E39344.5080803@rice.edu>
References: <6.1.2.0.2.20050723175153.04e0eec0@127.0.0.1>
	<6.1.2.0.2.20050723175639.04a19b18@127.0.0.1>
	<42E39344.5080803@rice.edu>
Message-ID: <6.1.2.0.2.20050726081413.050dbc48@127.0.0.1>

Thanks Rick, I'll be looking into these things. -Matt

At 7/24/2005 08:10 AM, Rick Russell wrote:

>Remember that, by default, the "NotifyActor" setting in RT will squelch 
>the outgoing e-mail if the person making the correspondence is the owner. 
>You can either turn on NotifyActor, or test with different identities.
>
>Also, check your global scripts and make sure you have an "On Correspond, 
>Notify Owner" action in there with a valid template.
>
>Rick R.



From mengland at mengland.net  Tue Jul 26 09:17:04 2005
From: mengland at mengland.net (Matt England)
Date: Tue, 26 Jul 2005 08:17:04 -0500
Subject: [rt-users] HowTo get URLs to auto-generate links in
	Ticket/Display?
In-Reply-To: <6.1.2.0.2.20050722133231.049a0cb0@127.0.0.1>
References: <6.1.2.0.2.20050718184237.06e63ec0@127.0.0.1>
	<42DC4A5B.8020905@synacor.com>
	<6.1.2.0.2.20050722133231.049a0cb0@127.0.0.1>
Message-ID: <6.1.2.0.2.20050726081517.082fdb20@127.0.0.1>

*** Still Hunting (Third Request) ***

I'm still looking for a way to auto-general URL links in the web page for 
Ticket/Display (and SelfService).

I'll be happy to document this in the wiki...I just need to know how to do 
it.  Tom mentioned this can be configured, just not how to do it.

Thanks for any help,
-Matt


At 7/22/2005 01:32 PM, Matt England wrote:
>Hi Tom,
>
>At 7/18/2005 07:33 PM, Tom Morgan wrote:
>>This can be done in RT_SiteConfig.pm
>
>Can you provide any more specifics?  I have yet to find any specific 
>references.
>
>-Matt
>
>
>>Matt England wrote:
>>
>>>How can one get URLs to auto-generate links in Ticket/Display?
>>>
>>>-Matt
>>>--
>>Tom Morgan
>>tmorgan at xxxxxxxxxxxxxx



From darling at ccdc.cam.ac.uk  Tue Jul 26 09:35:17 2005
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Tue, 26 Jul 2005 14:35:17 +0100
Subject: [rt-users] HowTo get URLs to auto-generate links
	in	Ticket/Display?
In-Reply-To: <6.1.2.0.2.20050726081517.082fdb20@127.0.0.1>
References: <6.1.2.0.2.20050718184237.06e63ec0@127.0.0.1>	<42DC4A5B.8020905@synacor.com>	<6.1.2.0.2.20050722133231.049a0cb0@127.0.0.1>
	<6.1.2.0.2.20050726081517.082fdb20@127.0.0.1>
Message-ID: <42E63C15.7040702@ccdc.cam.ac.uk>



Matt England wrote:
> *** Still Hunting (Third Request) ***
> 
> I'm still looking for a way to auto-general URL links in the web page 
> for Ticket/Display (and SelfService).

Is http://wiki.bestpractical.com/index.cgi?ClickableLinks what you're 
looking for? The callback method works in RT 3.4.1.

Cheers
Toby


From mengland at mengland.net  Tue Jul 26 09:43:37 2005
From: mengland at mengland.net (Matt England)
Date: Tue, 26 Jul 2005 08:43:37 -0500
Subject: [rt-users] HowTo get URLs to auto-generate links
	in	Ticket/Display?
In-Reply-To: <42E63C15.7040702@ccdc.cam.ac.uk>
References: <6.1.2.0.2.20050718184237.06e63ec0@127.0.0.1>
	<42DC4A5B.8020905@synacor.com>
	<6.1.2.0.2.20050722133231.049a0cb0@127.0.0.1>
	<6.1.2.0.2.20050726081517.082fdb20@127.0.0.1>
	<42E63C15.7040702@ccdc.cam.ac.uk>
Message-ID: <6.1.2.0.2.20050726084201.082f2a18@127.0.0.1>

Hi Toby et al,

At 7/26/2005 08:35 AM, Toby Darling wrote:
>Is http://wiki.bestpractical.com/index.cgi?ClickableLinks what you're 
>looking for? The callback method works in RT 3.4.1.

While I have yet to test it, the above link looks like it addresses what I 
seek.

What does the "As always, mind the tab damage"  reference in the above wiki 
page mean?

-Matt 



From harrison at itrd.gov  Tue Jul 26 10:25:22 2005
From: harrison at itrd.gov (Harrison, William )
Date: Tue, 26 Jul 2005 10:25:22 -0400
Subject: [rt-users] Customizing RT's Screens
Message-ID: <01A46D03C041D64798A18E5A14947AC3119528@NCOEXCHANGE.itrd.gov>


Three questions:

1) How can I customize the "Jumbo" (ModifyAll.html) screen to only include the sections I want (basics and update ticket only)?

2) How can I modify the Update Ticket section of the "Jumbo" screen so that the update type is always defaulted to Reply to Requestors?

3) How do I make this new screen be the default screen when a user clicks on a ticket / takes a ticket?




From darling at ccdc.cam.ac.uk  Tue Jul 26 10:42:00 2005
From: darling at ccdc.cam.ac.uk (Toby Darling)
Date: Tue, 26 Jul 2005 15:42:00 +0100
Subject: [rt-users] HowTo get URLs to auto-generate links
	in	Ticket/Display?
In-Reply-To: <6.1.2.0.2.20050726084201.082f2a18@127.0.0.1>
References: <6.1.2.0.2.20050718184237.06e63ec0@127.0.0.1>
	<42DC4A5B.8020905@synacor.com>
	<6.1.2.0.2.20050722133231.049a0cb0@127.0.0.1>
	<6.1.2.0.2.20050726081517.082fdb20@127.0.0.1>
	<42E63C15.7040702@ccdc.cam.ac.uk>
	<6.1.2.0.2.20050726084201.082f2a18@127.0.0.1>
Message-ID: <42E64BB8.7070507@ccdc.cam.ac.uk>



Matt England wrote:
> Hi Toby et al,
> 
> At 7/26/2005 08:35 AM, Toby Darling wrote:
> 
>> Is http://wiki.bestpractical.com/index.cgi?ClickableLinks what you're 
>> looking for? The callback method works in RT 3.4.1.
> 
> 
> While I have yet to test it, the above link looks like it addresses what 
> I seek.
> 
> What does the "As always, mind the tab damage"  reference in the above 
> wiki page mean?

I'd guess it means that if you cut-n-paste the patch file from the web 
page, you'd damage any tabs in it, which may cause the patch program to 
barf, or worse, the regexp to break. But I may have missed something ...

I didn't fancy playing with a 900+ character regexp, hence using the 
callback.

Cheers
Toby


From Ahalya_Nathan at mudnebr.com  Tue Jul 26 12:22:47 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Tue, 26 Jul 2005 11:22:47 -0500
Subject: [rt-users] QueryBuilder Question
In-Reply-To: <42E64BB8.7070507@ccdc.cam.ac.uk>
Message-ID: 

Hi all,

I was looking at how the QueryBuilder works, and found out that  the 
function "FromSQL" (from the Tickets_Overlay_SQL.pm) returns the querie's 
result set. 
In this function there is a code : eval { $self->_parser( $query ); }; . I 
can't find the use of the function unless and until it is used for 
checking the query that the user types in .Does Edit Query? in "Advanced" 
option of Tickets use this function?.

Also, could someone tell me why the Edit Query is used because i cant get 
that to work in my RT.

Thanks
Ahalya Nathan.


-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ennis at mail.twcgb.net  Tue Jul 26 13:14:40 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Tue, 26 Jul 2005 12:14:40 -0500 (CDT)
Subject: [rt-users] ANNOUNCE Asset Tracker 1.2 now available.
Message-ID: <200507261714.j6QHEev17450@mail.twcgb.net>

I'm getting the following error when I try to access AT v1.2:

-----------
Bad Gateway

The proxy server received an invalid response from an upstream server.

Additionally, a 502 Bad Gateway error was encountered while trying to use an 
ErrorDocument to handle the request.
Apache/2.0.40 Server at atwiki.chaka.net Port 80
-----------


Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From mamidikalyan at yahoo.co.in  Tue Jul 26 13:28:39 2005
From: mamidikalyan at yahoo.co.in (kalyan chakravorty)
Date: Tue, 26 Jul 2005 18:28:39 +0100 (BST)
Subject: [rt-users] Update to database Problem
Message-ID: <20050726172839.85880.qmail@web8410.mail.in.yahoo.com>

Hi,

I had posted this problem before but had no replies to
it so sending it again, 

I am using RT 3.4.2 using Active Perl 5.8.6, apache
1.3.33 and mod_perl 1.2 on Solaris 2.9.

After introducing the line in RT_SiteConfig.pm
Set($WebSessionClass , 'Apache::Session::File');

I am unable to update anything to the database when I
open new tickets.

Any pointers on where should i look for information,
logs  are not helpful.

Thanks in advance,
Kalyan



		
_______________________________________________________
Too much spam in your inbox? Yahoo! Mail gives you the best spam protection for FREE! http://in.mail.yahoo.com


From todd at chaka.net  Tue Jul 26 13:05:15 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 26 Jul 2005 13:05:15 -0400
Subject: [rt-users] ANNOUNCE Asset Tracker 1.2 now available.
In-Reply-To: <200507261714.j6QHEev17450@mail.twcgb.net>
References: <200507261714.j6QHEev17450@mail.twcgb.net>
Message-ID: <20050726170515.GE14342@chaka.net>

On Tue, Jul 26, 2005 at 12:14:40PM -0500, Ennis William McCaffrey wrote:
> I'm getting the following error when I try to access AT v1.2:
> 
> -----------
> Bad Gateway
> 
> The proxy server received an invalid response from an upstream server.
> 
> Additionally, a 502 Bad Gateway error was encountered while trying to use an 
> ErrorDocument to handle the request.
> Apache/2.0.40 Server at atwiki.chaka.net Port 80
> -----------
> 
> 

The public server is currently offline. It will be back in operation
this evening.

-Todd


From ant at suave.net  Tue Jul 26 14:14:11 2005
From: ant at suave.net (Anthony R. J. Ball)
Date: Tue, 26 Jul 2005 14:14:11 -0400
Subject: [rt-users] A way to overload in _Local.pm
Message-ID: <20050726181411.GB18905@suave.net>


 I was noticing on the wiki page
http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT
 That people kept pointing out that changes in the
_Local overrides would replace the original subroutine.
There _is_ a way to leave the old call available for
calling from the new call, which I updated on the wiki,
I thought I would post it here as well in case it helps
anyone.

Basically you can alias the old routine to a new name, then
replace the old name, allowing your to call the old from the
new, here is an example.

*_Load = \&Load;
*Load = sub { print STDERR "Overriding Load\n"; &_Load };

When Load is called it will print, then call the old Load, now at
_Load, with the same arg list as Load got. (to change the arg list
simply change to _Load(arg1,arg2,etc).

Hope someone finds this useful, I didn't see any other similar 
posts.

-- 
     www.suave.net - Anthony Ball - ant at suave.net
        OSB - http://rivendell.suave.net/Beer
-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=
TomDOS 4.01: Floppy hat support added



From ashish.gupta at vanderbilt.edu  Tue Jul 26 15:18:34 2005
From: ashish.gupta at vanderbilt.edu (Ashish Gupta)
Date: Tue, 26 Jul 2005 14:18:34 -0500
Subject: [rt-users] requestor, cc and admin cc fields
Message-ID: <200507261918.j6QJIYGC019028@imap1.mail.vanderbilt.edu>

Hi,

 

I was exploring the MySQL database to find places where the web interface is
fetching specific information. I could not find which table(s) and columns
are the email IDs of the requestor, cc and admin cc being pulled out for the
Tickets. Any helps?

 

Thanks and regards

-Ashish Gupta

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Ahalya_Nathan at mudnebr.com  Tue Jul 26 18:10:56 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Tue, 26 Jul 2005 17:10:56 -0500
Subject: [rt-users] Where does QueryBuilder refer tables?
In-Reply-To: <20050726170515.GE14342@chaka.net>
Message-ID: 

Hi all,

Could anyone tell me how or which program refers tickets or other tables 
to display the resultset for Query Builder?. I have been trying to figure 
out how it refers the tables to display the resultset but no luck so far.

It will be very helpful if anyone could give me a suggestion.


Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ruslan.zakirov at gmail.com  Tue Jul 26 19:11:31 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 03:11:31 +0400
Subject: [rt-users] Where does QueryBuilder refer tables?
In-Reply-To: 
References: <20050726170515.GE14342@chaka.net>
	
Message-ID: <589c9440050726161125047aa6@mail.gmail.com>

On 7/27/05, Ahalya_Nathan at mudnebr.com  wrote:
>  
> Hi all, 
>  
> Could anyone tell me how or which program refers tickets or other tables to
> display the resultset for Query Builder?. I have been trying to figure out
> how it refers the tables to display the resultset but no luck so far. 
>  
> It will be very helpful if anyone could give me a suggestion. 
http://wiki.bestpractical.com/index.cgi?ObjectModel
http://wiki.bestpractical.com/index.cgi?GlobalObjects
lib/RT/Tickets*.pm

This is only I can say.
> 
>  
>  Regards,
>  Ahalya Nathan
>  Senior Programmer / Analyst
>  Information Technology, Metropolitan Utilities District 
>  (402) 449-8218 phone
>  (402) 449-8131 fax
>  ahalya_nathan at mudnebr.com 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> 


-- 
Best regards, Ruslan.


From checkpoint at ozbergs.com  Tue Jul 26 19:59:00 2005
From: checkpoint at ozbergs.com (Stevo)
Date: Tue, 26 Jul 2005 16:59:00 -0700
Subject: [rt-users] Problems Customizing the WebUI of RT
Message-ID: <42E6CE44.6010703@ozbergs.com>

Guys,

I'm attempting to make a simple customization of the RT Web UI and am 
having no luck.  All I'm trying to do is change the logo to reflect my 
company's logo. 

Steps I've taken so far:

* Copied /usr/local/rt3/share/html/Elements/Header to 
/usr/local/rt3/local/share/html/Elements/Header (I had to create the 
directory structure under local/share).
* Modified /usr/local/rt3/local/share/html/Elements/Header to point to 
the new logo file
* Restarted Apache

And no dice - still the same header... with same link to 
bestpractical.com and same text.

What have I missed??

Thanks

Stevo




From joby at u.washington.edu  Tue Jul 26 20:03:59 2005
From: joby at u.washington.edu (Joby Walker)
Date: Tue, 26 Jul 2005 17:03:59 -0700
Subject: [rt-users] Problems Customizing the WebUI of RT
In-Reply-To: <42E6CE44.6010703@ozbergs.com>
References: <42E6CE44.6010703@ozbergs.com>
Message-ID: <42E6CF6F.40000@u.washington.edu>

You don't need the "share" in the local directory just local/html.  So:

/usr/local/rt3/local/html/Elements/Header

Joby Walker
ITI SSG, University of Washington
--
PGP key: https://staff.washington.edu/joby/joby-u-pub.asc


Stevo wrote:
> Guys,
> 
> I'm attempting to make a simple customization of the RT Web UI and am
> having no luck.  All I'm trying to do is change the logo to reflect my
> company's logo.
> Steps I've taken so far:
> 
> * Copied /usr/local/rt3/share/html/Elements/Header to
> /usr/local/rt3/local/share/html/Elements/Header (I had to create the
> directory structure under local/share).
> * Modified /usr/local/rt3/local/share/html/Elements/Header to point to
> the new logo file
> * Restarted Apache
> 
> And no dice - still the same header... with same link to
> bestpractical.com and same text.
> 
> What have I missed??
> 
> Thanks
> 
> Stevo
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From matthew.watson at staff.netspace.net.au  Tue Jul 26 20:08:22 2005
From: matthew.watson at staff.netspace.net.au (Matthew Watson)
Date: Wed, 27 Jul 2005 10:08:22 +1000
Subject: [rt-users] Problems Customizing the WebUI of RT
Message-ID: <56F211C5E3F24F47B103EA1B253822BE65E2A3@vic-cr-ex1.staff.netspace.net.au>

While I'm not sure it's the best way to change the logo (I believe there
is a config variable for that).

Your "local" documents should be in /usr/local/rt3/local/html , rather
than /usr/local/rt3/local/share/html

Regards,
Matt.


>-----Original Message-----
>From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-
>bounces at lists.bestpractical.com] On Behalf Of Stevo
>Sent: Wednesday, July 27, 2005 7:59 AM
>To: rt-users at lists.bestpractical.com
>Subject: [rt-users] Problems Customizing the WebUI of RT
>
>Guys,
>
>I'm attempting to make a simple customization of the RT Web UI and am
>having no luck.  All I'm trying to do is change the logo to reflect my
>company's logo.
>
>Steps I've taken so far:
>
>* Copied /usr/local/rt3/share/html/Elements/Header to
>/usr/local/rt3/local/share/html/Elements/Header (I had to create the
>directory structure under local/share).
>* Modified /usr/local/rt3/local/share/html/Elements/Header to point to
>the new logo file
>* Restarted Apache
>
>And no dice - still the same header... with same link to
>bestpractical.com and same text.
>
>What have I missed??
>
>Thanks
>
>Stevo
>
>
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From checkpoint at ozbergs.com  Tue Jul 26 20:18:27 2005
From: checkpoint at ozbergs.com (Stevo)
Date: Tue, 26 Jul 2005 17:18:27 -0700
Subject: [rt-users] Problems Customizing the WebUI of RT
In-Reply-To: <42E6CF6F.40000@u.washington.edu>
References: <42E6CE44.6010703@ozbergs.com> <42E6CF6F.40000@u.washington.edu>
Message-ID: <42E6D2D3.5060202@ozbergs.com>

Joby Walker wrote:
> You don't need the "share" in the local directory just local/html.  So:
> 
> /usr/local/rt3/local/html/Elements/Header
> 
> Joby Walker
> ITI SSG, University of Washington
> --
> PGP key: https://staff.washington.edu/joby/joby-u-pub.asc
> 
> 
You guys rock!  I don't know why I fought this for so long today!

Thanks a bunch!

Steveo



From juan.mas at gmail.com  Tue Jul 26 20:22:20 2005
From: juan.mas at gmail.com (Juan Mas)
Date: Tue, 26 Jul 2005 20:22:20 -0400
Subject: [rt-users] 3.4.2 RT on SuSE, mail being sent as nobody
Message-ID: <7d73da0507261722faddefb@mail.gmail.com>

This issue is really racking my brain.  We were on 3.2.2 before on
another box and never had a problem receiving mail.  Now we have moved
to a different server with the SuSE 9.1 same as the prior, but with RT
3.4.2.  Now we are having issues where requestors firewalls are
filtering responses as spam because it seems them being sent as
nobody at domain.com...

When I look at the headers the return-path is nobody at domain.com but
the reply-to and from are from rtqueue at domain.com which seems right.

I have been looking at all my config files and settings and am unable
to see anything improperly setup.  Did something change between the
two versions of RT that is causing this to act different?

-- 
-Juan


From checkpoint at ozbergs.com  Tue Jul 26 20:44:58 2005
From: checkpoint at ozbergs.com (Stevo)
Date: Tue, 26 Jul 2005 17:44:58 -0700
Subject: [rt-users] Can my MTA Strip off all the replies?
Message-ID: <42E6D90A.1050707@ozbergs.com>

Okay... here's my next question. 

My users like to use the email facility to reply to tickets but their 
reply always contains the rest of the ticket's replies because they just 
hit reply in Outlook.

I use Exim as my MTA - is there a way in Exim or RT to strip off all the 
'Original Message' information when the data gets put in the ticket, so 
I just have their reply, rather than all the old information?

Know what I'm getting at?  Kinda hard to explain!

Stevo



From ashish.gupta at vanderbilt.edu  Tue Jul 26 21:05:01 2005
From: ashish.gupta at vanderbilt.edu (Ashish Gupta)
Date: Tue, 26 Jul 2005 20:05:01 -0500
Subject: [rt-users] Queries for retrieving data
Message-ID: <200507270104.j6R14V5x016311@smtp01.smtp.vanderbilt.edu>

Hi,

 

Is there some place where I can get the list of all the SQL queries used to
retrieve all the data that is shown in the GUI?

 

Thanks and regards

-Ashish Gupta

http://www.people.vanderbilt.edu/~ashish.gupta

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From trick at adonis.net  Tue Jul 26 21:36:12 2005
From: trick at adonis.net (Patrick Morris)
Date: Tue, 26 Jul 2005 18:36:12 -0700
Subject: [rt-users] Can my MTA Strip off all the replies?
In-Reply-To: <42E6D90A.1050707@ozbergs.com>
References: <42E6D90A.1050707@ozbergs.com>
Message-ID: <42E6E50C.6000108@adonis.net>

Though I could tell you how to pull off something like that in Sendmail 
(and maybe Postfix), I don't know about Exim. You're really way out of 
RT territory with this one and well into Exim content filtering, which 
you'd probably get better help with among Exim experts.

Stevo wrote:

> Okay... here's my next question.
> My users like to use the email facility to reply to tickets but their 
> reply always contains the rest of the ticket's replies because they 
> just hit reply in Outlook.
>
> I use Exim as my MTA - is there a way in Exim or RT to strip off all 
> the 'Original Message' information when the data gets put in the 
> ticket, so I just have their reply, rather than all the old information?
>
> Know what I'm getting at?  Kinda hard to explain!
>
> Stevo





From ruslan.zakirov at gmail.com  Tue Jul 26 22:42:18 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 06:42:18 +0400
Subject: [rt-users] Queries for retrieving data
In-Reply-To: <200507270104.j6R14V5x016311@smtp01.smtp.vanderbilt.edu>
References: <200507270104.j6R14V5x016311@smtp01.smtp.vanderbilt.edu>
Message-ID: <589c944005072619421d0dceac@mail.gmail.com>

Yeah, configure your DB to log all queries.
See http://wiki.bestpractical.com/?Debug
Also you can use DBI_TRACE env variable, see `perldoc DBI`

On 7/27/05, Ashish Gupta  wrote:
>  
>  
> 
> Hi, 
> 
>   
> 
> Is there some place where I can get the list of all the SQL queries used to
> retrieve all the data that is shown in the GUI? 
> 
>   
> 
> Thanks and regards 
> 
> -Ashish Gupta 
> 
> http://www.people.vanderbilt.edu/~ashish.gupta 
> 
>   
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> 


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Tue Jul 26 22:50:06 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 06:50:06 +0400
Subject: [rt-users] 3.4.2 RT on SuSE, mail being sent as nobody
In-Reply-To: <7d73da0507261722faddefb@mail.gmail.com>
References: <7d73da0507261722faddefb@mail.gmail.com>
Message-ID: <589c944005072619501f7e43da@mail.gmail.com>

As far as I understand your Apache(RT) runs under nobody user, but RT
sends mail with "from" header field different from
'nobody at your_domain.com', so sendmail adds info that real author was
'nobody'. There is trusted users config file in the sendmail, but it's
not good idea to make nobody trusted sendmail user. Create new
user/group for apache, change apache config, add this user to trusted
list, after this sendmail wouldn't be adding info about real author of
the mail.

On 7/27/05, Juan Mas  wrote:
> This issue is really racking my brain.  We were on 3.2.2 before on
> another box and never had a problem receiving mail.  Now we have moved
> to a different server with the SuSE 9.1 same as the prior, but with RT
> 3.4.2.  Now we are having issues where requestors firewalls are
> filtering responses as spam because it seems them being sent as
> nobody at domain.com...
> 
> When I look at the headers the return-path is nobody at domain.com but
> the reply-to and from are from rtqueue at domain.com which seems right.
> 
> I have been looking at all my config files and settings and am unable
> to see anything improperly setup.  Did something change between the
> two versions of RT that is causing this to act different?
> 
> --
> -Juan
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
Best regards, Ruslan.


From pdh at bestpractical.com  Wed Jul 27 00:35:26 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 27 Jul 2005 14:35:26 +1000
Subject: [rt-users] Want to stop "RT thinks this is a bounce" messages
In-Reply-To: 
References: 
Message-ID: <20050727043526.GA2876@bestpractical.com>

Asheesh Laroia wrote:
> We want to be able to create tickets by emailing queuename at domain.com.  I 
> have succesfully set that up.  We want replies to users to consistently 
> come from bugs at domain.com, so we have the Reply and Comment addresses for 
> all the queues set to that.
> 
> The problem is, then queuename at dyna.org becomes a watcher.  So RT sends 
> itself followup mails, which RT then bounces back to root at localhost with 
> the message "RT think this is a bounce".
> 
> How do we prevent this behavior while keeping the per-queue ticket-filing 
> addresses while unifying the "From RT" address?

$RTAddressRegexp is the option you seek.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Wed Jul 27 00:37:08 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 27 Jul 2005 14:37:08 +1000
Subject: [rt-users] rt-mailgate error: The RT server which handled your
	email did not behave as expected. It said: no hacking!!ok
In-Reply-To: 
References: 
Message-ID: <20050727043708.GB2876@bestpractical.com>

Oleg Shnayderman wrote:
> The RT server which handled your email did not behave as expected. It
> said:
> 
> no hacking!!ok

That's not coming from (stock) RT. Either your RT server
has been own3d, or you have modified one of RT's components
locally (maybe for debugging) ?
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Wed Jul 27 00:38:32 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 27 Jul 2005 14:38:32 +1000
Subject: [rt-users] About the Comment Address in queues
In-Reply-To: 
References: 
Message-ID: <20050727043832.GC2876@bestpractical.com>

Howard Kao wrote:
> I would like to ask about the Comment Address in a queue.  Correct me
> if I am wrong, but I know that the Reply Address is to allow people to
> reply to this address to automatically add an entry in the discussion.

You're not wrong.

>  What does the Comment Address do then?  It doesn't seem to allow
> people to send an email to it to create a comment, and with good
> reason since there's no telling which ticket the comment will go to. 

Now you are. :-) That's exactly the reason for the comment
address. Assuming the subject tag is intact, this will work
just fine.
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Wed Jul 27 00:40:53 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 27 Jul 2005 14:40:53 +1000
Subject: [rt-users] Update to database Problem
In-Reply-To: <20050726172839.85880.qmail@web8410.mail.in.yahoo.com>
References: <20050726172839.85880.qmail@web8410.mail.in.yahoo.com>
Message-ID: <20050727044053.GD2876@bestpractical.com>

kalyan chakravorty wrote:
> After introducing the line in RT_SiteConfig.pm
> Set($WebSessionClass , 'Apache::Session::File');
> 
> I am unable to update anything to the database when I
> open new tickets.

 Don't do that, then! 

That option probably hasn't been exercised much in recent
history. Do you have any pressing need to use it?

Your problem is, offhand, possibly filesystem permission
related. Check RT's log. Check your Apache log. Somewhere
something is probably complaining that it can't write to
something...
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Wed Jul 27 00:41:42 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 27 Jul 2005 14:41:42 +1000
Subject: [rt-users] Problem with statistics and GD::Graph perl module
In-Reply-To: <32974.192.168.31.9.1122366260.squirrel@192.168.31.9>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<32974.192.168.31.9.1122366260.squirrel@192.168.31.9>
Message-ID: <20050727044142.GE2876@bestpractical.com>

ogigondan at coframi-toulouse.com wrote:
> "Can't locate GD.pm in @INC"

Install GD via CPAN?
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From pdh at bestpractical.com  Wed Jul 27 00:53:31 2005
From: pdh at bestpractical.com (Phil Homewood)
Date: Wed, 27 Jul 2005 14:53:31 +1000
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <20050725212023.GF26122@hayabusa.gateway.2wire.net>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
	<7d73da0507251312472f2144@mail.gmail.com>
	<20050725203909.GD26122@hayabusa.gateway.2wire.net>
	<1122324027.19826.15.camel@zoq-fot-pik.mit.edu>
	<20050725212023.GF26122@hayabusa.gateway.2wire.net>
Message-ID: <20050727045331.GA4719@bestpractical.com>

Will Maier wrote:
> My concern is that the update scripts required to get the testing instance
> running correctly might break the database which the production instance depends
> upon.

They shouldn't, if you've supplied the right database to
configure (--with-db-database). You should be running
rt-setup-database out of your installed testing instance,
so it won't know anything about the production instance.

"make upgrade-instruct" tells you what you need to do.

Of course, paranoia is a Good Thing, and backups before
making significant change are always a Good Idea. :-)
-- 
>>|<< http://www.bestpractical.com/rt  -- Trouble Ticketing. Free.


From fatearthling at gmail.com  Wed Jul 27 02:21:04 2005
From: fatearthling at gmail.com (Howard Kao)
Date: Wed, 27 Jul 2005 14:21:04 +0800
Subject: [rt-users] About the Comment Address in queues
Message-ID: 

>>  What does the Comment Address do then?  It doesn't seem to allow
>> people to send an email to it to create a comment, and with good
>> reason since there's no telling which ticket the comment will go to.

>Now you are. :-) That's exactly the reason for the comment
>address. Assuming the subject tag is intact, this will work
>just fine.

Oh, so you are saying that RT decides which ticket discussion to add a
comment in by looking at the subject of a mail sent to Comment
Address, provided that the subject of the email matches either the
subject of a ticket?

I thought this would be explained in the docs but I apparently have
missed it.  Thanks for the help.


From shin.imai at etimestech.jp  Wed Jul 27 06:07:07 2005
From: shin.imai at etimestech.jp (Shin Imai)
Date: Wed, 27 Jul 2005 19:07:07 +0900
Subject: [rt-users] Tickets I requested at a glance
Message-ID: <20050727173526.BF77.SHIN.IMAI@etimestech.jp>

Hi, 

I was trying to display "Tickets I requested" in RT at a glance. 
I'm not really successful yet.

What I did was that I just created file as below:
-----------------------------------------------------------------------
<&|/Elements/TitleBox,
        title => loc("[_1] newest Tickets I requested", $rows),
        title_href => "Search/Results.html".$QueryString &>
<& /Elements/TicketList,
        Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, '".loc('Take')."/TITLE: ' ",
        Query => $Query,
        OrderBy => 'Created',
        Order => 'DESC',
        ShowNavigation => 0,
        Rows => $rows

        &>

<%init>
my $rows = $RT::MyRequestsLength;

my $Query = "Requestors = '' AND ( Status = 'new' OR Status = 'open')";

my $QueryString = '?' . $m->comp('/Elements/QueryString',
            Query => $Query,
            Order => 'DESC',
            OrderBy => 'Created') if ($Query);


-----------------------------------------------------------------------
And I edit index.html.

If I put an email address of a user in Requestors I get the list of
tickets which the user requested.
So what I need is that I want to get the variable value of email address
of the currently logged-in user. 

Does anyone know how to do it?

Shin

-- 
Shin Imai 



From willmaier at ml1.net  Wed Jul 27 08:23:32 2005
From: willmaier at ml1.net (Will Maier)
Date: Wed, 27 Jul 2005 07:23:32 -0500
Subject: [rt-users] Lost of history after upgrade from 3.0.11 to 3.4.2
In-Reply-To: <20050727045331.GA4719@bestpractical.com>
References: <33101.192.168.31.9.1122281492.squirrel@192.168.31.9>
	<20050725194448.GA26122@hayabusa.gateway.2wire.net>
	<7d73da0507251312472f2144@mail.gmail.com>
	<20050725203909.GD26122@hayabusa.gateway.2wire.net>
	<1122324027.19826.15.camel@zoq-fot-pik.mit.edu>
	<20050725212023.GF26122@hayabusa.gateway.2wire.net>
	<20050727045331.GA4719@bestpractical.com>
Message-ID: <20050727122332.GQ26122@hayabusa.gateway.2wire.net>

On Wed, Jul 27, 2005 at 02:53:31PM +1000, Phil Homewood wrote:
> Will Maier wrote:
> > My concern is that the update scripts required to get the testing instance
> > running correctly might break the database which the production instance depends
> > upon.
> 
> They shouldn't, if you've supplied the right database to
> configure (--with-db-database). You should be running
> rt-setup-database out of your installed testing instance,
> so it won't know anything about the production instance.

Only problem is that the two instances share the database right now; sorry for
not being clear on that point. I'd go ahead and mirror the current database, but
we're a little tight on resources -- a third mysqldb on the server would be a
Bad Thing. My problem is that I want to guarantee the upgrade as much as I can;
at the same time, I feel limited by hardware and system design concerns (neither
of which are RT's fault).

Maybe a more appropriate question might be: how are folks testing their
upgrades? Anyone in a similarly unfortunate situation?

> Of course, paranoia is a Good Thing, and backups before
> making significant change are always a Good Idea. :-)

Amen; sorry to let my paranoia (Good Thing or otherwise) fill up a thread.
Thanks for your reply.

-- 

Will Maier



From les at futuresource.com  Wed Jul 27 08:52:53 2005
From: les at futuresource.com (Les Mikesell)
Date: Wed, 27 Jul 2005 07:52:53 -0500
Subject: [rt-users] About the Comment Address in queues
In-Reply-To: 
References: 
Message-ID: <1122468773.5421.17.camel@les-home.futuresource.com>

On Wed, 2005-07-27 at 01:21, Howard Kao wrote:

> Oh, so you are saying that RT decides which ticket discussion to add a
> comment in by looking at the subject of a mail sent to Comment
> Address, provided that the subject of the email matches either the
> subject of a ticket?

Matching replies to existing tickets is always done by finding
the ticket number in the subject line in a specific format.

> I thought this would be explained in the docs but I apparently have
> missed it.  Thanks for the help.

This is in a different place.  First you have to configure 2 email
aliases for RT  - one for replies and to create new tickets
(--action correspond) and another for comments (--action comment).
For new tickets you need to specify the initial queue as well.  This
is ignored for replies with that match on existing ticket numbers
so you don't really need to set the queue-specific correspond/comment
addresses within RT that are used as reply addresses unless you want
to make it appear that they came from different addresses.   However
the generic comment address or the queue-specific one you use must
be an address that matches an alias that adds the "--action comment"
option for rt-mailgate.

-- 
  Les Mikesell
    les at futuresource.com




From jesse at bestpractical.com  Wed Jul 27 09:28:14 2005
From: jesse at bestpractical.com (Jesse Vincent)
Date: Wed, 27 Jul 2005 09:28:14 -0400
Subject: [rt-users] Enhanced workflow model for RT
In-Reply-To: <1122107717.4606.35.camel@fermi.polarcom.lan>
References: <1122013630.5691.18.camel@fermi.polarcom.lan>
	<20050722120130.GW7760@bestpractical.com>
	<1122107717.4606.35.camel@fermi.polarcom.lan>
Message-ID: <0512456bba56911a9d34df749bdc1118@bestpractical.com>


On Jul 23, 2005, at 4:35 AM, Mikko Lipasti wrote:

> On Fri, 2005-07-22 at 15:01, Jesse Vincent wrote:
>> Done, no, Designed, yes. This is very, very close to something I have 
>> in
>> my head and on paper but not yet coded.
>
> That's good to hear! With two of us thinking about it at the same time,
> perhaps there is something to it then.
>
> Are you planning on integrating it to mainline RT or would you rather
> see it as an extension to RT ? la RTFM?

I think my preference is to see the first version as an extension and 
likely integrate from there.
>



From juan.mas at gmail.com  Wed Jul 27 09:28:25 2005
From: juan.mas at gmail.com (Juan Mas)
Date: Wed, 27 Jul 2005 09:28:25 -0400
Subject: [rt-users] 3.4.2 RT on SuSE, mail being sent as nobody
In-Reply-To: <589c944005072619501f7e43da@mail.gmail.com>
References: <7d73da0507261722faddefb@mail.gmail.com>
	<589c944005072619501f7e43da@mail.gmail.com>
Message-ID: <7d73da05072706283e92ae90@mail.gmail.com>

The odd thing is, I essentially copied the Apache folder from the old
server and am using it as it was now on the new server.  So Im not
sure that it would be an apache issue.  Everything, as far as I can
tell, is setup exactly as it was on the old server, the only
discrepency being a newer version of RT on the new server.  So I wasnt
sure if it was now handling mail a bit differently or not.

On 7/26/05, Ruslan Zakirov  wrote:
> As far as I understand your Apache(RT) runs under nobody user, but RT
> sends mail with "from" header field different from
> 'nobody at your_domain.com', so sendmail adds info that real author was
> 'nobody'. There is trusted users config file in the sendmail, but it's
> not good idea to make nobody trusted sendmail user. Create new
> user/group for apache, change apache config, add this user to trusted
> list, after this sendmail wouldn't be adding info about real author of
> the mail.
> 
> On 7/27/05, Juan Mas  wrote:
> > This issue is really racking my brain.  We were on 3.2.2 before on
> > another box and never had a problem receiving mail.  Now we have moved
> > to a different server with the SuSE 9.1 same as the prior, but with RT
> > 3.4.2.  Now we are having issues where requestors firewalls are
> > filtering responses as spam because it seems them being sent as
> > nobody at domain.com...
> >
> > When I look at the headers the return-path is nobody at domain.com but
> > the reply-to and from are from rtqueue at domain.com which seems right.
> >
> > I have been looking at all my config files and settings and am unable
> > to see anything improperly setup.  Did something change between the
> > two versions of RT that is causing this to act different?
> >
> > --
> > -Juan
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> 
> 
> --
> Best regards, Ruslan.
> 


-- 
-Juan


From asparks at doublesparks.net  Wed Jul 27 10:13:59 2005
From: asparks at doublesparks.net (Alan Sparks)
Date: Wed, 27 Jul 2005 08:13:59 -0600 (MDT)
Subject: [rt-users] "update multiple tickets" -- pagination
Message-ID: <47230.216.150.62.80.1122473639.squirrel@216.150.62.80>

I recall in RT2 that, when you did an "update multiple ticket" operation,
that it would give you a paginated subset of tickets to update.

In 3.4.2, if you have a couple of pages of tickets, you're on the second
page, and click "update multiple tickets,"  it seems to give you all
tickets, not just the second page tickets you were viewing before you
clicked.

Is there a way to get back to the RT2 sort of behavior?
Thanks.
-Alan

===========
Alan Sparks, UNIX/Linux Systems Administrator    



From rainer at ultra-secure.de  Wed Jul 27 11:02:03 2005
From: rainer at ultra-secure.de (Rainer Duffner)
Date: Wed, 27 Jul 2005 17:02:03 +0200
Subject: [rt-users] 3.4.2 RT on SuSE, mail being sent as nobody
In-Reply-To: <7d73da05072706283e92ae90@mail.gmail.com>
References: <7d73da0507261722faddefb@mail.gmail.com>	<589c944005072619501f7e43da@mail.gmail.com>
	<7d73da05072706283e92ae90@mail.gmail.com>
Message-ID: <42E7A1EB.4080208@ultra-secure.de>

Juan Mas wrote:

>The odd thing is, I essentially copied the Apache folder from the old
>server and am using it as it was now on the new server.  So Im not
>sure that it would be an apache issue.  Everything, as far as I can
>tell, is setup exactly as it was on the old server, the only
>discrepency being a newer version of RT on the new server.  So I wasnt
>sure if it was now handling mail a bit differently or not.
>  
>



The behavious of apache on SuSE is also controlled by 
/etc/sysconfig/apache - unless you use a self-compiled apache.

Also, compare your postfix-settings.



cheers,
Rainer



From rblanco at ats-connection.com.br  Wed Jul 27 11:10:15 2005
From: rblanco at ats-connection.com.br (Rodrigo Blanco)
Date: Wed, 27 Jul 2005 12:10:15 -0300
Subject: [rt-users] Change the Ticket Numbering
Message-ID: 

            Hi everybody...
            
            Is it possible to change the ticket numbering? For example:
can I set the numbering to start at #1500 instead of starting at #1? If
it's possible, could anyone please explain me how to do this?
 
Best regards,

Rodrigo
 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From shin.imai at etimestech.jp  Wed Jul 27 11:33:58 2005
From: shin.imai at etimestech.jp (Shin Imai)
Date: Thu, 28 Jul 2005 00:33:58 +0900
Subject: [rt-users] Tickets I requested at a glance
In-Reply-To: <20050727173526.BF77.SHIN.IMAI@etimestech.jp>
References: <20050727173526.BF77.SHIN.IMAI@etimestech.jp>
Message-ID: <20050728003041.8077.SHIN.IMAI@etimestech.jp>

Hi, 

I just figure it out myself. 

I just add 

my $Email = $session{CurrentUser}->EmailAddress;

and 

Requestors = '$Email'

It is working fine so far. 

Shin
On Wed, 27 Jul 2005 19:07:07 +0900
Shin Imai  wrote:

> Hi, 
> 
> I was trying to display "Tickets I requested" in RT at a glance. 
> I'm not really successful yet.
> 
> What I did was that I just created file as below:
> -----------------------------------------------------------------------
> <&|/Elements/TitleBox,
>         title => loc("[_1] newest Tickets I requested", $rows),
>         title_href => "Search/Results.html".$QueryString &>
> <& /Elements/TicketList,
>         Format => "'__id__/TITLE:#', ' Ticket/Display.html?id=__id__\">__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, ' RT::WebPath/Ticket/Display.html?Action=Take&id=__id__\">".loc('Take')."/TITLE: ' ",
>         Query => $Query,
>         OrderBy => 'Created',
>         Order => 'DESC',
>         ShowNavigation => 0,
>         Rows => $rows
> 
>         &>
> 
> <%init>
> my $rows = $RT::MyRequestsLength;
> 
> my $Query = "Requestors = '' AND ( Status = 'new' OR Status = 'open')";
> 
> my $QueryString = '?' . $m->comp('/Elements/QueryString',
>             Query => $Query,
>             Order => 'DESC',
>             OrderBy => 'Created') if ($Query);
> 
> 
> -----------------------------------------------------------------------
> And I edit index.html.
> 
> If I put an email address of a user in Requestors I get the list of
> tickets which the user requested.
> So what I need is that I want to get the variable value of email address
> of the currently logged-in user. 
> 
> Does anyone know how to do it?
> 
> Shin
> 
> -- 
> Shin Imai 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com

-- 
Shin Imai 



From ruslan.zakirov at gmail.com  Wed Jul 27 12:09:24 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 20:09:24 +0400
Subject: [rt-users] Where does QueryBuilder refer tables?
In-Reply-To: 
References: <589c9440050726161125047aa6@mail.gmail.com>
	
Message-ID: <589c9440050727090974f569b4@mail.gmail.com>

On 7/27/05, Ahalya_Nathan at mudnebr.com  wrote:
>  
> Hi Ruslan, 
> The documentation that you gave was very helpful but i am kindoff trying to
> understand this piece of code in the Tickets_Overlay_SQL.pm program., 
>  
>   $self->SUPER::Limit( FIELD           => 'EffectiveId', 
>                      ENTRYAGGREGATOR => 'AND', 
>                      OPERATOR        => '=', 
>                      QUOTEVALUE      => 0, 
>                      VALUE           => 'main.id' 
>  
> Could you tell me how this works? What does "main" imply to be? Is the Limit
> function used for retrieving information from the database. 
Base class where Limit lives is DBIx::SearchBuilder, see its docs.
Limit method limits colection of records with some condition.
In code you quote RT adds condition to Tickets select and select would
be looking something like:
SELECT main.* FROM Tickets main, ... WHERE main.EffectiveId = main.id ...

This is required step when you want select Ticket(s) by some condition
and also tickets that was merged.


>  
> Regards,
>  Ahalya Nathan
>  Senior Programmer / Analyst
>  Information Technology, Metropolitan Utilities District 
>  (402) 449-8218 phone
>  (402) 449-8131 fax
>  ahalya_nathan at mudnebr.com 
>  
>  
>  
>  Ruslan Zakirov  
> 
> 07/26/2005 06:11 PM 
>  
> Please respond to
>  Ruslan Zakirov  
>  
>  
> To "Ahalya_Nathan at mudnebr.com"  
>  
> cc rt-users at lists.bestpractical.com,
> rt-users-bounces at lists.bestpractical.com 
>  
> Subject Re: [rt-users] Where does QueryBuilder refer tables? 
>  
>  
>  
>  
>  
> On 7/27/05, Ahalya_Nathan at mudnebr.com  wrote:
>  >  
>  > Hi all, 
>  >  
>  > Could anyone tell me how or which program refers tickets or other tables
> to
>  > display the resultset for Query Builder?. I have been trying to figure
> out
>  > how it refers the tables to display the resultset but no luck so far. 
>  >  
>  > It will be very helpful if anyone could give me a suggestion. 
>  http://wiki.bestpractical.com/index.cgi?ObjectModel
>  http://wiki.bestpractical.com/index.cgi?GlobalObjects
>  lib/RT/Tickets*.pm
>  
>  This is only I can say.
>  > 
>  >  
>  >  Regards,
>  >  Ahalya Nathan
>  >  Senior Programmer / Analyst
>  >  Information Technology, Metropolitan Utilities District 
>  >  (402) 449-8218 phone
>  >  (402) 449-8131 fax
>  >  ahalya_nathan at mudnebr.com 
>  > _______________________________________________
>  >
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>  > 
>  > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  > 
>  > 
>  
>  
>  -- 
>  Best regards, Ruslan.
>  
>  


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Jul 27 12:14:30 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 20:14:30 +0400
Subject: [rt-users] Change the Ticket Numbering
In-Reply-To: 
References: 
Message-ID: <589c9440050727091442ddc6a5@mail.gmail.com>

Discussed on the list many times. Look on the wiki, may be it's in
FAQ. Search archives.
you have to change auto_increment(or sequence) value in your DB for
Tickets table, see docs for your DB.


On 7/27/05, Rodrigo Blanco  wrote:
>  
>  
> 
>             Hi everybody... 
> 
>             
> 
>             Is it possible to change the ticket numbering? For example: can
> I set the numbering to start at #1500 instead of starting at #1? If it's
> possible, could anyone please explain me how to do this? 
> 
>   
> 
> Best regards, 
> 
> 
>  Rodrigo 
> 
>   
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> 


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Jul 27 12:24:58 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 20:24:58 +0400
Subject: [rt-users] 3.4.2 RT on SuSE, mail being sent as nobody
In-Reply-To: <42E7A1EB.4080208@ultra-secure.de>
References: <7d73da0507261722faddefb@mail.gmail.com>
	<589c944005072619501f7e43da@mail.gmail.com>
	<7d73da05072706283e92ae90@mail.gmail.com>
	<42E7A1EB.4080208@ultra-secure.de>
Message-ID: <589c9440050727092410d2e024@mail.gmail.com>

Juan, problem is not in apache, problem in your MTA, you have to add
user(which apache use) to trusted users in sendmail config!

On 7/27/05, Rainer Duffner  wrote:
> Juan Mas wrote:
> 
> >The odd thing is, I essentially copied the Apache folder from the old
> >server and am using it as it was now on the new server.  So Im not
> >sure that it would be an apache issue.  Everything, as far as I can
> >tell, is setup exactly as it was on the old server, the only
> >discrepency being a newer version of RT on the new server.  So I wasnt
> >sure if it was now handling mail a bit differently or not.
> >
> >
> 
> 
> 
> The behavious of apache on SuSE is also controlled by
> /etc/sysconfig/apache - unless you use a self-compiled apache.
> 
> Also, compare your postfix-settings.
> 
> 
> 
> cheers,
> Rainer
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
Best regards, Ruslan.


From ennis at mail.twcgb.net  Wed Jul 27 14:07:12 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Wed, 27 Jul 2005 13:07:12 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ... REVISITIED
Message-ID: <200507271807.j6RI7Cv21085@mail.twcgb.net>

RT version 3.4.1
MySQL version 4.1

I cannot set the due date of my ticket as explained in the wiki at:

     http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail
     
Actually, I do not see the Scrip referenced in the RT log at all!

Would anybody be able to point me in the right direction?????

I have set up the scrip in my queue as follows:

Description: Set Due Date
Condition:   On Correspond
Action:      User Defined
Template:    Global Template: BLANK
Stage:       Transaction Create

Custom condition: (I have nothing here)

Custom action preparation code:
my $content = $AttachObj->Content;

my $AttachObj = $self->TransactionObj->Attachments->First;

# go out if content is not text!
unless( $AttachObj->ContentType =~ /^text/ ) {
     return 1;
}

if( $content =~ m/^\QSet-Start:\E\s*(\S+)\s*$/m ) {
        $self->TicketObj->SetDue($1);
}

# strip special commands from email content
$content =~ s/^\QSet-Start:\E\s*(\S+)\s*$//gm;

# silently overwrite attachment content
$AttachObj->__Set( Field => 'Content', Value => $content );

1;

Custom action cleanup code: (I also have nothing here)



Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From ruslan.zakirov at gmail.com  Wed Jul 27 14:17:52 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 22:17:52 +0400
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
In-Reply-To: <200507271807.j6RI7Cv21085@mail.twcgb.net>
References: <200507271807.j6RI7Cv21085@mail.twcgb.net>
Message-ID: <589c94400507271117340c30c3@mail.gmail.com>

On 7/27/05, Ennis William McCaffrey  wrote:
> RT version 3.4.1
> MySQL version 4.1
> 
> I cannot set the due date of my ticket as explained in the wiki at:
> 
>      http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail
> 
> Actually, I do not see the Scrip referenced in the RT log at all!
This is impossible, because of error in your scrip, see below.
I can imagine only one thing your scrip never triggers condition.

> 
> Would anybody be able to point me in the right direction?????
> 
> I have set up the scrip in my queue as follows:
> 
> Description: Set Due Date
> Condition:   On Correspond
> Action:      User Defined
> Template:    Global Template: BLANK
> Stage:       Transaction Create
> 
> Custom condition: (I have nothing here)
> 
> Custom action preparation code:
> my $content = $AttachObj->Content;
$AttachObj is not defined!!!

[snip]
-- 
Best regards, Ruslan.


From tmaciak at ci.grand-rapids.mi.us  Wed Jul 27 14:24:17 2005
From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ)
Date: Wed, 27 Jul 2005 14:24:17 -0400
Subject: [rt-users] Disabling all email
Message-ID: <221C759285B78647AEE6181FD6AF36A711698A2A@bambi.grand-rapids.mi.us>

Is there a way to disable all email sent from RT?
I want to do this temporarily while I do some testing (I dont want email to
go out to any users during this time period).
 
T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448


 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From joby at u.washington.edu  Wed Jul 27 14:27:03 2005
From: joby at u.washington.edu (Joby Walker)
Date: Wed, 27 Jul 2005 11:27:03 -0700
Subject: [rt-users] Disabling all email
In-Reply-To: <221C759285B78647AEE6181FD6AF36A711698A2A@bambi.grand-rapids.mi.us>
References: <221C759285B78647AEE6181FD6AF36A711698A2A@bambi.grand-rapids.mi.us>
Message-ID: <42E7D1F7.8060708@u.washington.edu>

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

Disable the scrips that send email...

Joby Walker
ITI SSG, University of Washington
- --
PGP key: https://staff.washington.edu/joby/joby-u-pub.asc


Maciak, TJ wrote:
> Is there a way to disable all email sent from RT?
> I want to do this temporarily while I do some testing (I dont want email
> to go out to any users during this time period).
>  
> T.J. Maciak
> 
> Internet/Intranet Developer
> Department of IT
> City of Grand Rapids
> P: (616)456-3713
> F: (616)456-3448
> 
>  
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFC59H3gA0gpghkf88RAoeaAKDdDcjl0kIM3c6zV/tn1/NNPCAdGQCg1r7c
syXhEjc3sCM+IjO5VlyvMUY=
=1ZJU
-----END PGP SIGNATURE-----


From mbochynski at audiumcorp.com  Wed Jul 27 14:27:48 2005
From: mbochynski at audiumcorp.com (Michael Bochynski)
Date: Wed, 27 Jul 2005 14:27:48 -0400
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
In-Reply-To: <200507271807.j6RI7Cv21085@mail.twcgb.net>
References: <200507271807.j6RI7Cv21085@mail.twcgb.net>
Message-ID: <1122488868.4680.19.camel@europium.audiumcorp.com>

I have it working just fine, however I use several steps to actually
create the due date from bits and pieces. Users on the web form, outside
RT, can set up the date using drop down boxes. If you want, I can share
the scrip with you.

One thing i encountered, that if you choose the time to, let's say, 9pm
and month to November, it automatically changes the hour, based on the
daylight saving changes. Can I set it somewhere in RT, so it will not
apply daylight changes?

Additionally, I want to set up the Subject, however it seems that the
line
if( $content =~ m/^\QSet-Subject:\E\s*(\S+)\s*$/m ) {
	$some_var = $1;
}

doesn't work if in the email "Set-Subject: DATA" DATA has whitespaces. 
Is it the expression not working properly with whitespaces or something else?

Michael

On Wed, 2005-07-27 at 13:07 -0500, Ennis William McCaffrey wrote:
> RT version 3.4.1
> MySQL version 4.1
> 
> I cannot set the due date of my ticket as explained in the wiki at:
> 
>      http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail
>      
> Actually, I do not see the Scrip referenced in the RT log at all!
> 
> Would anybody be able to point me in the right direction?????
> 
> I have set up the scrip in my queue as follows:
> 
> Description: Set Due Date
> Condition:   On Correspond
> Action:      User Defined
> Template:    Global Template: BLANK
> Stage:       Transaction Create
> 
> Custom condition: (I have nothing here)
> 
> Custom action preparation code:
> my $content = $AttachObj->Content;
> 
> my $AttachObj = $self->TransactionObj->Attachments->First;
> 
> # go out if content is not text!
> unless( $AttachObj->ContentType =~ /^text/ ) {
>      return 1;
> }
> 
> if( $content =~ m/^\QSet-Start:\E\s*(\S+)\s*$/m ) {
>         $self->TicketObj->SetDue($1);
> }
> 
> # strip special commands from email content
> $content =~ s/^\QSet-Start:\E\s*(\S+)\s*$//gm;
> 
> # silently overwrite attachment content
> $AttachObj->__Set( Field => 'Content', Value => $content );
> 
> 1;
> 
> Custom action cleanup code: (I also have nothing here)
> 
> 
> 
> Ennis McCaffrey
> 
> Time Warner Cable
> Digital Network Engineer
> 
> 1001 West Kennedy Avenue
> PO Box 145
> Kimberly, WI 54136
> 
> (920) 831-9220 Office
> (920) 378-0416 Cell
> 
> Ennis at Mail.TWCGB.NET
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


From ennis at mail.twcgb.net  Wed Jul 27 14:36:01 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Wed, 27 Jul 2005 13:36:01 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
Message-ID: <200507271836.j6RIa1v22742@mail.twcgb.net>

Ruslan:

I've changed the Scrip to read as follows, but it still does not work.

Do I have the $AttachObj defined correctly here?

Custom action preparation 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( $content =~ m/^\QSet-Start:\E\s*(\S+)\s*$/m ) {
        $self->TicketObj->SetDue($1);
}

# strip special commands from email content
$content =~ s/^\QSet-Start:\E\s*(\S+)\s*$//gm;

# silently overwrite attachment content
$AttachObj->__Set( Field => 'Content', Value => $content );

1;

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From ennis at mail.twcgb.net  Wed Jul 27 14:43:51 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Wed, 27 Jul 2005 13:43:51 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
Message-ID: <200507271843.j6RIhpv23156@mail.twcgb.net>

Michael:

I have a web form (written in PHP) which allows a user to enter information and 
have an email sent to the appropriate queue, which opens a ticket in RT in that 
queue.

I have as the first line of the email the following:

		Set-Start: 2005-January-01 00:00:00

However, the Script never gets run (I see nothing referenced in the RT log for 
my Script number which is 175)

And (of course) nothing ever gets done since the scrip never runs.

Based upon what Rsuland says I wonder if I actually have two independent 
problems:

1) that the script never runs

and

2) that the scrip doesn't do what I want it to

And of course I need to tackle number 1 first.



Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From ennis at mail.twcgb.net  Wed Jul 27 14:57:27 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Wed, 27 Jul 2005 13:57:27 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
Message-ID: <200507271857.j6RIvRv23861@mail.twcgb.net>

Michael, Ruslan:

I changed the PHP code to set the first line of the email as follows:

	Set-Start: 2005-01-01 00:00:00
	
However the scrip still does not execute.

Any suggestions on getting the scrip to execute in the first place?


Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From ruslan.zakirov at gmail.com  Wed Jul 27 15:06:50 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 23:06:50 +0400
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
In-Reply-To: <200507271843.j6RIhpv23156@mail.twcgb.net>
References: <200507271843.j6RIhpv23156@mail.twcgb.net>
Message-ID: <589c9440050727120634f90d43@mail.gmail.com>

On 7/27/05, Ennis William McCaffrey  wrote:
> Michael:
> 
> I have a web form (written in PHP) which allows a user to enter information and
> have an email sent to the appropriate queue, which opens a ticket in RT in that
> queue.
> 
> I have as the first line of the email the following:
> 
>                 Set-Start: 2005-January-01 00:00:00
> 
> However, the Script never gets run (I see nothing referenced in the RT log for
> my Script number which is 175)
> 
> And (of course) nothing ever gets done since the scrip never runs.
> 
> Based upon what Rsuland says I wonder if I actually have two independent
> problems:
> 
> 1) that the script never runs
Check this first. Start from debug log level. See
http://wiki.bestpractical.com/?Debug

> 
> and
> 
> 2) that the scrip doesn't do what I want it to
> 
> And of course I need to tackle number 1 first.
> 
> 
> 
> Ennis McCaffrey
> 
> Time Warner Cable
> Digital Network Engineer
> 
> 1001 West Kennedy Avenue
> PO Box 145
> Kimberly, WI 54136
> 
> (920) 831-9220 Office
> (920) 378-0416 Cell
> 
> Ennis at Mail.TWCGB.NET
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
Best regards, Ruslan.


From ennis at mail.twcgb.net  Wed Jul 27 15:13:47 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Wed, 27 Jul 2005 14:13:47 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
Message-ID: <200507271913.j6RJDlv24944@mail.twcgb.net>

Ruslan:

My site config is as follows concerning logging:

#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , debug);
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From ennis at mail.twcgb.net  Wed Jul 27 15:16:31 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Wed, 27 Jul 2005 14:16:31 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
Message-ID: <200507271916.j6RJGVv25240@mail.twcgb.net>

And which I've just changed to the following (since I noticed no ;'s on one 
debug statement):

#  Mail loops will generate a critical log message.
Set($LogToSyslog    , 'debug');
Set($LogToScreen    , 'error');
Set($LogToFile      , 'debug');
Set($LogDir, '/usr/local/rt3/var/log');
Set($LogToFileNamed , "rt.log");    #log to rt.log

Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From ruslan.zakirov at gmail.com  Wed Jul 27 15:16:37 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 23:16:37 +0400
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
In-Reply-To: <200507271913.j6RJDlv24944@mail.twcgb.net>
References: <200507271913.j6RJDlv24944@mail.twcgb.net>
Message-ID: <589c944005072712166be158d8@mail.gmail.com>

So if you don't see anything about your scrip in the log then RT never runs it.

On 7/27/05, Ennis William McCaffrey  wrote:
> Ruslan:
> 
> My site config is as follows concerning logging:
> 
> #  Mail loops will generate a critical log message.
> Set($LogToSyslog    , 'debug');
> Set($LogToScreen    , 'error');
> Set($LogToFile      , debug);
> Set($LogDir, '/usr/local/rt3/var/log');
> Set($LogToFileNamed , "rt.log");    #log to rt.log
> 
> Ennis McCaffrey

-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Wed Jul 27 15:18:41 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 23:18:41 +0400
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
In-Reply-To: <200507271916.j6RJGVv25240@mail.twcgb.net>
References: <200507271916.j6RJGVv25240@mail.twcgb.net>
Message-ID: <589c94400507271218252c1b8f@mail.gmail.com>

Do you know that you have to restart apache when you change Config file?

On 7/27/05, Ennis William McCaffrey  wrote:
> And which I've just changed to the following (since I noticed no ;'s on one
> debug statement):
>


From mbochynski at audiumcorp.com  Wed Jul 27 15:20:32 2005
From: mbochynski at audiumcorp.com (Michael Bochynski)
Date: Wed, 27 Jul 2005 15:20:32 -0400
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
In-Reply-To: <589c944005072712166be158d8@mail.gmail.com>
References: <200507271913.j6RJDlv24944@mail.twcgb.net>
	<589c944005072712166be158d8@mail.gmail.com>
Message-ID: <1122492032.4680.24.camel@europium.audiumcorp.com>

And make sure that RT actually logs _anything_ to the log file :) 
Make sure that your RT/web server has W access to this file

Michael


On Wed, 2005-07-27 at 15:16 -0400, Ruslan Zakirov wrote:
> So if you don't see anything about your scrip in the log then RT never
> runs it.
> 
> On 7/27/05, Ennis William McCaffrey  wrote:
> > Ruslan:
> >
> > My site config is as follows concerning logging:
> >
> > #  Mail loops will generate a critical log message.
> > Set($LogToSyslog    , 'debug');
> > Set($LogToScreen    , 'error');
> > Set($LogToFile      , debug);
> > Set($LogDir, '/usr/local/rt3/var/log');
> > Set($LogToFileNamed , "rt.log");    #log to rt.log
> >
> > Ennis McCaffrey
> 
> --
> Best regards, Ruslan.
> 
> 


From ennis at mail.twcgb.net  Wed Jul 27 15:21:12 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Wed, 27 Jul 2005 14:21:12 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
Message-ID: <200507271921.j6RJLCv25602@mail.twcgb.net>

Ruslan:

Yes, I just restarted it.

The scrip still does not run.

I'm going to check the mailing list archives for references on why scripts do 
not run.

Thanks, Ruslan!


Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From jhammerman at idetic.com  Wed Jul 27 13:51:48 2005
From: jhammerman at idetic.com (Joseph Hammerman)
Date: Wed, 27 Jul 2005 10:51:48 -0700
Subject: [rt-users] New ticket statuses
Message-ID: <20050727192144.699EB4D81E2@diesel.bestpractical.com>

Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that altering
the array at the bottom of the RT-Siteconfig file in rt3/etc will add the
statuses after following some procedure to rebuild RT. My manager
recommended subscribing to the user list and asking what the recommended
procedure is, in order to avoid, as he put it, the sixth circle of the
damned where you are running three broken versions of the application on
different servers. In light of that it would be brilliant if someone could
tell me A) whether RT must be completely rebuilt after this change is made,
and B) the actual steps for changing either the names of existing statuses
or adding new statuses. Thanks RT-users!

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ennis at mail.twcgb.net  Wed Jul 27 15:23:05 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Wed, 27 Jul 2005 14:23:05 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
Message-ID: <200507271923.j6RJN5v25827@mail.twcgb.net>

Michael:

Yes, the log is being written to:


-rw-rw-rw-  1 root root 3084921 Jul 27 14:17 rt.log


Probably not the best ownership and permissions; but it is getting written to.


Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From mbochynski at audiumcorp.com  Wed Jul 27 15:25:39 2005
From: mbochynski at audiumcorp.com (Michael Bochynski)
Date: Wed, 27 Jul 2005 15:25:39 -0400
Subject: [rt-users] setting the Due Date upon ticket creation ...
	REVISITIED
In-Reply-To: <200507271857.j6RIvRv23861@mail.twcgb.net>
References: <200507271857.j6RIvRv23861@mail.twcgb.net>
Message-ID: <1122492339.4680.28.camel@europium.audiumcorp.com>

Hi,

On Wed, 2005-07-27 at 13:57 -0500, Ennis William McCaffrey wrote:
> Michael, Ruslan:
> 
> I changed the PHP code to set the first line of the email as follows:
> 
> 	Set-Start: 2005-01-01 00:00:00

That's your text from email?
When I have the spaces in the line, scrip fails to load the text after
the "Set-Start:" and there is nothing in the logs. I wanted to use it
for setting a subject, but if a text has spaces, the scrip does not pick
up the text.

Ruslan, any ideas?
> 	
> However the scrip still does not execute.
> 
Exactly the same behavior I have when there are spaces after ":"

Michael



From itsecurity at txstate.edu  Wed Jul 27 15:37:00 2005
From: itsecurity at txstate.edu (IT Security)
Date: Wed, 27 Jul 2005 14:37:00 -0500
Subject: [rt-users] RT-Mailgate + Debian + Exim4
In-Reply-To: <20050727192144.699EB4D81E2@diesel.bestpractical.com>
Message-ID: <01LR4GAECVI6936HXG@txstate.edu>

RT is working fine but following the docs and trying to pipe to an alias is
disabled by default in Exim4.  Can anyone point me in the direction to make
this work?

 

Elliott Franklin

Texas State University - San Marcos

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From phil.labonte at transcore.com  Wed Jul 27 15:38:47 2005
From: phil.labonte at transcore.com (Phil Labonte)
Date: Wed, 27 Jul 2005 15:38:47 -0400
Subject: [rt-users] Disabling all email
In-Reply-To: <221C759285B78647AEE6181FD6AF36A711698A2A@bambi.grand-rapids.mi.us>
References: <221C759285B78647AEE6181FD6AF36A711698A2A@bambi.grand-rapids.mi.us>
Message-ID: <42E7E2C7.5050307@transcore.com>

An HTML attachment was scrubbed...
URL: 

From jhammerman at idetic.com  Wed Jul 27 15:46:06 2005
From: jhammerman at idetic.com (Joseph Hammerman)
Date: Wed, 27 Jul 2005 12:46:06 -0700
Subject: [rt-users] New ticket statuses
In-Reply-To: <57D9A9C0457AEF4CB1125E91E652DF9C02B18203@RWC-EXCHANGE-VS.Niku.com>
Message-ID: <20050727194609.677754D80A0@diesel.bestpractical.com>

Rt 3.4.1

 

  _____  

From: Mai Le [mailto:mle at Niku.com] 
Sent: Wednesday, July 27, 2005 12:24 PM
To: Joseph Hammerman; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] New ticket statuses

 

What version of RT are you running ?

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joseph
Hammerman
Sent: Wednesday, July 27, 2005 10:52 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] New ticket statuses

Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that altering
the array at the bottom of the RT-Siteconfig file in rt3/etc will add the
statuses after following some procedure to rebuild RT. My manager
recommended subscribing to the user list and asking what the recommended
procedure is, in order to avoid, as he put it, the sixth circle of the
damned where you are running three broken versions of the application on
different servers. In light of that it would be brilliant if someone could
tell me A) whether RT must be completely rebuilt after this change is made,
and B) the actual steps for changing either the names of existing statuses
or adding new statuses. Thanks RT-users!

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 jjesse at ftpb.com  Wed Jul 27 15:48:34 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Wed, 27 Jul 2005 15:48:34 -0400
Subject: [rt-users] RT-Mailgate + Debian + Exim4
In-Reply-To: <01LR4GAECVI6936HXG@txstate.edu>
References: <01LR4GAECVI6936HXG@txstate.edu>
Message-ID: <1122493714.14858.11.camel@localhost.localdomain>

If you get this figured out please share.  Currently running into same
problem on a Debian install of RT

On Wed, 2005-07-27 at 14:37 -0500, IT Security wrote:
> RT is working fine but following the docs and trying to pipe to an
> alias is disabled by default in Exim4.  Can anyone point me in the
> direction to make this work?
> 
>  
> 
> Elliott Franklin
> 
> Texas State University - San Marcos
> 
> 
> _______________________________________________
> 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 gmail.com  Wed Jul 27 15:50:57 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 27 Jul 2005 23:50:57 +0400
Subject: [rt-users] New ticket statuses
In-Reply-To: <20050727194609.677754D80A0@diesel.bestpractical.com>
References: <57D9A9C0457AEF4CB1125E91E652DF9C02B18203@RWC-EXCHANGE-VS.Niku.com>
	<20050727194609.677754D80A0@diesel.bestpractical.com>
Message-ID: <589c944005072712505694e009@mail.gmail.com>

> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> Of Joseph Hammerman
>  Sent: Wednesday, July 27, 2005 10:52 AM
>  To: rt-users at lists.bestpractical.com
>  Subject: [rt-users] New ticket statuses 
> 
> Hello RT users list. We have a management request to add two new ticket
> statuses to the RT default ticket statuses. Research indicates that altering
> the array at the bottom of the RT-Siteconfig file in rt3/etc will add the
> statuses after following some procedure to rebuild RT. My manager
> recommended subscribing to the user list and asking what the recommended
> procedure is, in order to avoid, as he put it, the sixth circle of the
> damned where you are running three broken versions of the application on
> different servers. In light of that it would be brilliant if someone could
> tell me A) whether RT must be completely rebuilt after this change is made,
no, you shouldn't rebuild RT. Restart web server everytime you change configs.

> and B) the actual steps for changing either the names of existing statuses
> or adding new statuses. Thanks RT-users! 
Deleting or changing core RT statuses is very bad idea, if you want
add some statuses it's ok.



-- 
Best regards, Ruslan.


From mle at Niku.com  Wed Jul 27 15:51:49 2005
From: mle at Niku.com (Mai Le)
Date: Wed, 27 Jul 2005 12:51:49 -0700
Subject: [rt-users] New ticket statuses
Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C02B18207@RWC-EXCHANGE-VS.Niku.com>

Edit your RT_Siteconfig.pm
 
Scroll down and edit
 
@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus;

You can add any other options here.
Note: the status is restricted to 10 characters only.  If your status is
longer than 10 characters, it will still show up but you will see errors
when trying to save the status.
 
 

________________________________

From: Joseph Hammerman [mailto:jhammerman at idetic.com] 
Sent: Wednesday, July 27, 2005 12:46 PM
To: Mai Le
Cc: rt-users at lists.bestpractical.com
Subject: RE: [rt-users] New ticket statuses



Rt 3.4.1

 

________________________________

From: Mai Le [mailto:mle at Niku.com] 
Sent: Wednesday, July 27, 2005 12:24 PM
To: Joseph Hammerman; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] New ticket statuses

 

What version of RT are you running ?

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joseph
Hammerman
Sent: Wednesday, July 27, 2005 10:52 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] New ticket statuses

Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that
altering the array at the bottom of the RT-Siteconfig file in rt3/etc
will add the statuses after following some procedure to rebuild RT. My
manager recommended subscribing to the user list and asking what the
recommended procedure is, in order to avoid, as he put it, the sixth
circle of the damned where you are running three broken versions of the
application on different servers. In light of that it would be brilliant
if someone could tell me A) whether RT must be completely rebuilt after
this change is made, and B) the actual steps for changing either the
names of existing statuses or adding new statuses. Thanks RT-users!

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. 



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 tmaciak at ci.grand-rapids.mi.us  Wed Jul 27 15:59:28 2005
From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ)
Date: Wed, 27 Jul 2005 15:59:28 -0400
Subject: [rt-users] Disabling all email
Message-ID: <221C759285B78647AEE6181FD6AF36A711698AC3@bambi.grand-rapids.mi.us>

Thanks :) 

T.J. Maciak

Internet/Intranet Developer
Department of IT
City of Grand Rapids
P: (616)456-3713
F: (616)456-3448



-----Original Message-----
From: Joby Walker [mailto:joby at u.washington.edu] 
Sent: Wednesday, July 27, 2005 3:36 PM
To: Maciak, TJ
Subject: Re: [rt-users] Disabling all email

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

On the "Modify a scrip" page, it is under "Stage".

Joby Walker
ITI SSG, University of Washington
- --
PGP key: https://staff.washington.edu/joby/joby-u-pub.asc


Maciak, TJ wrote:
> How exactly do I disable them?  Currently I only see an option to 
> delete them.
> 
> 
> T.J. Maciak
> 
> Internet/Intranet Developer
> Department of IT
> City of Grand Rapids
> P: (616)456-3713
> F: (616)456-3448
> 
> 
> 
> -----Original Message-----
> From: Joby Walker [mailto:joby at u.washington.edu]
> Sent: Wednesday, July 27, 2005 2:27 PM
> To: Maciak, TJ
> Cc: rt-users at lists.bestpractical.com
> Subject: Re: [rt-users] Disabling all email
> 
> Disable the scrips that send email...
> 
> Joby Walker
> ITI SSG, University of Washington
> --
> PGP key: https://staff.washington.edu/joby/joby-u-pub.asc
> 
> 
> Maciak, TJ wrote:
>>> Is there a way to disable all email sent from RT?
>>> I want to do this temporarily while I do some testing (I dont want 
>>> email to go out to any users during this time period).
>>> 
>>> T.J. Maciak
>>>
>>> Internet/Intranet Developer
>>> Department of IT
>>> City of Grand Rapids
>>> P: (616)456-3713
>>> F: (616)456-3448
>>>
>>> 
>>>
>>>
>>> --------------------------------------------------------------------
>>> --
>>> --
>>>
>>> _______________________________________________
>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>>>
>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
-----BEGIN PGP SIGNATURE-----
Version: GnuPG v1.4.1 (GNU/Linux)
Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org

iD8DBQFC5+IqgA0gpghkf88RAobJAKDMPj7f/GjPXCTEeKKh912RblwHVACfYrli
+L/zczeNcrTtZtvE3l1dk7M=
=uc23
-----END PGP SIGNATURE-----
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From sdowdy at ucar.edu  Wed Jul 27 15:54:17 2005
From: sdowdy at ucar.edu (Stephen Dowdy)
Date: Wed, 27 Jul 2005 13:54:17 -0600
Subject: [rt-users] New ticket statuses
In-Reply-To: <20050727192144.699EB4D81E2@diesel.bestpractical.com>
References: <20050727192144.699EB4D81E2@diesel.bestpractical.com>
Message-ID: <42E7E669.5080603@ucar.edu>

Joseph Hammerman wrote:

> application on different servers. In light of that it would be brilliant 
> if someone could tell me A) whether RT must be completely rebuilt after 
> this change is made, and B) the actual steps for changing either the 
> names of existing statuses or adding new statuses. Thanks RT-users!

I think you'll just need to restart the web server.

I would suggest, if you wish to avoid possible namespace collisions with new 
RT status values in the future, that you name any site-specific status 
values with a name scheme like:

	{ORG}_{status}   or X-{status}
e.g.
         BoffCo_ExtraCrunchy
	X-critical

( I haven't run across any documented - or not - recommended naming scheme 
for site-specific status values.  It'd be nice if bestpractical would define 
one)

I personally would like to see some new *official* status values come into 
being.  For example, i don't think "Open" is a sufficiently strong indicator 
of what to tag a message you have resolved for which a user is responding 
(presumably because they don't believe the issue is resolved).

Something like "reopened" so it's immediately flagged as being different 
than a normal open or new message.  (a previous helpdesk app i used to use 
would tag such messages as "PENDING DATA" (not exactly the right wording, 
but it flagged the messages).

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



From mle at Niku.com  Wed Jul 27 15:24:19 2005
From: mle at Niku.com (Mai Le)
Date: Wed, 27 Jul 2005 12:24:19 -0700
Subject: [rt-users] New ticket statuses
Message-ID: <57D9A9C0457AEF4CB1125E91E652DF9C02B18203@RWC-EXCHANGE-VS.Niku.com>

What version of RT are you running ?

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Joseph
Hammerman
Sent: Wednesday, July 27, 2005 10:52 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] New ticket statuses



Hello RT users list. We have a management request to add two new ticket
statuses to the RT default ticket statuses. Research indicates that
altering the array at the bottom of the RT-Siteconfig file in rt3/etc
will add the statuses after following some procedure to rebuild RT. My
manager recommended subscribing to the user list and asking what the
recommended procedure is, in order to avoid, as he put it, the sixth
circle of the damned where you are running three broken versions of the
application on different servers. In light of that it would be brilliant
if someone could tell me A) whether RT must be completely rebuilt after
this change is made, and B) the actual steps for changing either the
names of existing statuses or adding new statuses. Thanks RT-users!



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 asheesh at asheesh.org  Wed Jul 27 16:34:43 2005
From: asheesh at asheesh.org (Asheesh Laroia)
Date: Wed, 27 Jul 2005 16:34:43 -0400 (EDT)
Subject: [rt-users] RT-Mailgate + Debian + Exim4
In-Reply-To: <01LR4GAECVI6936HXG@txstate.edu>
References: <01LR4GAECVI6936HXG@txstate.edu>
Message-ID: 

On Wed, 27 Jul 2005, IT Security wrote:

> RT is working fine but following the docs and trying to pipe to an alias 
> is disabled by default in Exim4.  Can anyone point me in the direction 
> to make this work?

Here's how I fixed it on my Debian system:

# apt-get install postfix

;-)

-- Asheesh.

-- 
A student who changes the course of history is probably taking an exam.


From wash at wananchi.com  Wed Jul 27 16:36:25 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Wed, 27 Jul 2005 23:36:25 +0300
Subject: [rt-users] RT-Mailgate + Debian + Exim4
In-Reply-To: 
References: <01LR4GAECVI6936HXG@txstate.edu>
	
Message-ID: <20050727203625.GH49540@ns2.wananchi.com>

* On 27/07/05 16:34 -0400, Asheesh Laroia wrote:
> On Wed, 27 Jul 2005, IT Security wrote:
> 
> >RT is working fine but following the docs and trying to pipe to an alias 
> >is disabled by default in Exim4.  Can anyone point me in the direction 
> >to make this work?
> 
> Here's how I fixed it on my Debian system:
> 
> # apt-get install postfix
> 
> ;-)

What makes you to take pride in wasting bandwidth with nonsense?
> 

        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash () WANANCHI ! 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  Wed Jul 27 16:39:17 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Wed, 27 Jul 2005 23:39:17 +0300
Subject: [rt-users] OT ADVOCACY: Kana response vs RT
In-Reply-To: <20050726020450.GD99527@clavin.cluepon.com>
References: <20050726020450.GD99527@clavin.cluepon.com>
Message-ID: <20050727203917.GI49540@ns2.wananchi.com>

* On 25/07/05 19:04 -0700, Lamont Lucas wrote:
> This is an odd question, but has anybody used Kana response
> system for email-based customer service?  (www.kana.com)
> 
> Our ancient mustang application is being replaced.  I built a demo
> RT unit that was well received, but tomorrow I'm in a meeting with
> kana to hear their sales pitch.
> 
> Does anybody have any experience with them or some suggestions as
> to questions I should ask?  
> 
> I honestly believe that RT is the best solution due to the unlimited 
> possibility for customization and the nature of open source.  But 
> the ultimate decision will rest with customer service, aka
> the users. :-)

So why bother, really, if you are not the decision maker?
Everyone you see in this list has dissed everything else for RT and so
cannot look back, lest they turn into a "stone of salt", like Lot's
wife ;)


        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash () WANANCHI ! 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 alex at rnp.br  Wed Jul 27 16:47:12 2005
From: alex at rnp.br (Alex S. Moura)
Date: Wed, 27 Jul 2005 17:47:12 -0300
Subject: [rt-users] Problem with email reecption.
Message-ID: <42E7F2D0.6010309@rnp.br>

Hello,

We believe that our rt-3.0.12 has a problem with email reception.
The system is a FreeBSD 4.1x with RT installed via ports. It has
been showing the following messages (and giving the EX_TEMPFAIL error)
to many messages that arrive:
---------------------------------------------------------



Couldn't load module RT::Interface::Email::: Can't locate 
RT/Interface/Email/.pm in @INC (@INC contains: /usr/local/rt3/local/lib 
/usr/local/rt3/lib /usr/local/lib/perl5/site_perl/5.8.6/mach 
/usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
/usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
/usr/local/lib/perl5/5.8.6 .) at (eval 7923) line 1.

Stack:
  [(eval 7923):1]
  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]


Trace begun at 
/usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
HTML::Mason::Exceptions::rethrow_exception('Couldn\'t load module 
RT::Interface::Email::: Can\'t locate RT/Interface/Email/.pm in @INC 
(@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib 
/usr/local/lib/perl5/site_perl/5.8.6/mach 
/usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
/usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
/usr/local/lib/perl5/5.8.6 .) at (eval 7923) line 1.^J^JStack:^J  [(eval 
7923):1]^J  
[/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]^J') called 
at /usr/local/rt3/lib/RT/Interface/Email.pm line 515
---------------------------------------------------------

The RT port has been reinstalled today and updated to a newer
release - rt-3.0.12_2 - but it still is exhibiting the same
symptoms than before.

What I can see as the cause is this message:
'Couldn\'t load module RT::Interface::Email::: Can\'t locate 
RT/Interface/Email/.pm in @INC

I understand that "RT/Interface/Email/.pm" should be 
"RT/Interface/Email.pm", but
I can't find where's the wrong reference. We don't have customizations
in @RT::MailPlugins in SiteConfig.

Thank you,

Alex


From jjesse at ftpb.com  Wed Jul 27 17:01:44 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Wed, 27 Jul 2005 17:01:44 -0400
Subject: [rt-users] RT-Mailgate + Debian + Exim4
In-Reply-To: 
References: <01LR4GAECVI6936HXG@txstate.edu>
	
Message-ID: <1122498105.14858.14.camel@localhost.localdomain>

Is this an easier solution?  When I installed Debian it picked exim4 as
the MTA.  I take it then I should split the files up into smaller files
then instead of the large ones?

On Wed, 2005-07-27 at 16:34 -0400, Asheesh Laroia wrote:
> On Wed, 27 Jul 2005, IT Security wrote:
> 
> > RT is working fine but following the docs and trying to pipe to an alias 
> > is disabled by default in Exim4.  Can anyone point me in the direction 
> > to make this work?
> 
> Here's how I fixed it on my Debian system:
> 
> # apt-get install postfix
> 
> ;-)
> 
> -- Asheesh.
> 


From wash at wananchi.com  Wed Jul 27 16:22:24 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Wed, 27 Jul 2005 23:22:24 +0300
Subject: [rt-users] RT-Mailgate + Debian + Exim4
In-Reply-To: <1122493714.14858.11.camel@localhost.localdomain>
References: <01LR4GAECVI6936HXG@txstate.edu>
	<1122493714.14858.11.camel@localhost.localdomain>
Message-ID: <20050727202224.GG49540@ns2.wananchi.com>

* On 27/07/05 15:48 -0400, Jonathan Jesse wrote:
> If you get this figured out please share.  Currently running into same
> problem on a Debian install of RT
> 
> On Wed, 2005-07-27 at 14:37 -0500, IT Security wrote:
> > RT is working fine but following the docs and trying to pipe to an
> > alias is disabled by default in Exim4.  Can anyone point me in the
> > direction to make this work?
> > 
> >  
> > 
> > Elliott Franklin
> > 
> > Texas State University - San Marcos

I worked with Marc Haber to get RT to run transparently with Exim4,
without the need for aliases.
I don't use Debian (perhaps never will) but the solution is part of
those Debian "bugs" ,which are never bugs as we know them.

If that solution does not work for you, then none will ;)

Here it is:

http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=229052

You are encouraged to read and apply the bottom section of this "bug",
from where the word "Odhiambo" is mentioned...

Define the MACROS, then use the router and transport as per Debian.


        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash () WANANCHI ! 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 Steve_McStravick at BreconRidge.com  Wed Jul 27 17:07:22 2005
From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com)
Date: Wed, 27 Jul 2005 17:07:22 -0400
Subject: [rt-users] OT ADVOCACY: Kana response vs RT
Message-ID: 





* On 25/07/05 19:04 -0700, Lamont Lucas wrote:
> This is an odd question, but has anybody used Kana response
> system for email-based customer service?  (www.kana.com)
>
> Our ancient mustang application is being replaced.  I built a demo
> RT unit that was well received, but tomorrow I'm in a meeting with
> kana to hear their sales pitch.
>
> Does anybody have any experience with them or some suggestions as
> to questions I should ask?
>
> I honestly believe that RT is the best solution due to the unlimited
> possibility for customization and the nature of open source.  But
> the ultimate decision will rest with customer service, aka
> the users. :-)

I had to sell all of the tech-groups on RT as well (since it wasn't a
business priority to switch off the existing WREQ system).  All I did was
create the RT Test system and customized it to cater it to each of the
audiences who I needed to get the 'buy-in'. They were impressed by the
custom fields, the on-board reporting, the approvals, the scripting, email
parsing from web forms, and well pretty much everything. I basically took a
bunch of the work that everyone hates doing (cutting and pasting emails,
updating a bunch of spreadsheets, manual reporting etc.) and put it into RT
to show them how easy their lives could be.
Well it worked and we're now on the migration path....Though they still
don't understand how this is freely available!..

Steve McStravick

I.S.
BreconRidge Manufacturing Solutions



From anner at blast.com  Wed Jul 27 15:47:51 2005
From: anner at blast.com (Anne Ramey)
Date: Wed, 27 Jul 2005 15:47:51 -0400
Subject: [rt-users] New ticket statuses
In-Reply-To: <20050727192144.699EB4D81E2@diesel.bestpractical.com>
References: <20050727192144.699EB4D81E2@diesel.bestpractical.com>
Message-ID: <42E7E4E7.5090202@blast.com>

Adding a new status is easy, no rebuild necessary.  I added a tocustomer 
status by changing etc/RT_SiteConfig.pm to
@ActiveStatus = qw(new open stalled) unless @ActiveStatus;
@InactiveStatus = qw(tocustomer resolved rejected deleted) unless 
@InactiveStatus;

and restarting apache.  I imagine changing the existing statuses is a 
bigger deal and requires a rebuild, because the warning:

# WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT
# will break horribly.

but I've never done that part.

Anne

Joseph Hammerman wrote:
> Hello RT users list. We have a management request to add two new ticket 
> statuses to the RT default ticket statuses. Research indicates that 
> altering the array at the bottom of the RT-Siteconfig file in rt3/etc 
> will add the statuses after following some procedure to rebuild RT. My 
> manager recommended subscribing to the user list and asking what the 
> recommended procedure is, in order to avoid, as he put it, the sixth 
> circle of the damned where you are running three broken versions of the 
> application on different servers. In light of that it would be brilliant 
> if someone could tell me A) whether RT must be completely rebuilt after 
> this change is made, and B) the actual steps for changing either the 
> names of existing statuses or adding new statuses. Thanks RT-users!
> 
> 
> ------------------------------------------------------------------------
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


From asheesh at asheesh.org  Wed Jul 27 18:00:38 2005
From: asheesh at asheesh.org (Asheesh Laroia)
Date: Wed, 27 Jul 2005 18:00:38 -0400 (EDT)
Subject: [rt-users] RT-Mailgate + Debian + Exim4
In-Reply-To: <1122498105.14858.14.camel@localhost.localdomain>
References: <01LR4GAECVI6936HXG@txstate.edu>
	
	<1122498105.14858.14.camel@localhost.localdomain>
Message-ID: 

On Wed, 27 Jul 2005, Jonathan Jesse wrote:

> Is this an easier solution?  When I installed Debian it picked exim4 as 
> the MTA.

I already have experience administering a Postfix mail server, so for me 
it was easier.

> I take it then I should split the files up into smaller files 
> then instead of the large ones?

You're talking about the Debian option to have Exim4's configuration be in 
lots of little files vs. one big one?  I personally prefer the one big 
one; I find it easier to search through.  Others will have their own 
preferences of course.

If you switch mail serving to Postfix, Postfix won't use your exim4 
configuration.  So for me, it didn't matter how I answered the that Debian 
option.

If you have a big complicated mail setup on the RT server already, you 
might want to avoid switching, of course.  You could also try Odhiambo 
Washington's suggestion of following 
http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=229052 , which has the 
advantage of looking a lot like "The Right Way".  For me, postfix was 
faster to configure for RT, and if you don't have effort already invested 
in exim4, I imagine it will be faster for you, too.

-- Asheesh.

-- 
"Confound these ancestors.... They've stolen our best ideas!"
- Ben Jonson


From andy at wildbrain.com  Wed Jul 27 18:09:06 2005
From: andy at wildbrain.com (Andy Moran)
Date: Wed, 27 Jul 2005 15:09:06 -0700
Subject: [rt-users] Upgrading from 2.0.13 to 3.4.1
Message-ID: <42E80602.303@wildbrain.com>


Hey guys,

We finally have time and money to upgrade our RT system.  We are moving
from an old machine running RT 2.0.13 on Postgres on RH71 to a new
machine running RHEL 4 and RT 3.4.1, and perhaps using mysql instead of
postgresql if possible.


Any advice on the best way to perform this upgrade?    I've heard
references to a rt2-to-rt3 conversion tool, but I don't see that in the
Contribution section anymore.   Keeping our old tickets is essential.

--Andy


From ruslan.zakirov at gmail.com  Wed Jul 27 18:46:06 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2005 02:46:06 +0400
Subject: [rt-users] Upgrading from 2.0.13 to 3.4.1
In-Reply-To: <42E80602.303@wildbrain.com>
References: <42E80602.303@wildbrain.com>
Message-ID: <589c9440050727154651a1c6f0@mail.gmail.com>

On 7/28/05, Andy Moran  wrote:
> 
> Hey guys,
> 
> We finally have time and money to upgrade our RT system.  We are moving
> from an old machine running RT 2.0.13 on Postgres on RH71 to a new
> machine running RHEL 4 and RT 3.4.1, and perhaps using mysql instead of
> postgresql if possible.
> 
> 
> Any advice on the best way to perform this upgrade?    I've heard
> references to a rt2-to-rt3 conversion tool, but I don't see that in the
> Contribution section anymore.   Keeping our old tickets is essential.
http://download.bestpractical.com/pub/rt/devel/

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


-- 
Best regards, Ruslan.


From fatearthling at gmail.com  Wed Jul 27 22:18:08 2005
From: fatearthling at gmail.com (Howard Kao)
Date: Thu, 28 Jul 2005 10:18:08 +0800
Subject: [rt-users] About the Comment Address in queues
Message-ID: 

On 7/27/05, Les Mikesell  wrote:
> On Wed, 2005-07-27 at 01:21, Howard Kao wrote:
> 
> > Oh, so you are saying that RT decides which ticket discussion to add a
> > comment in by looking at the subject of a mail sent to Comment
> > Address, provided that the subject of the email matches either the
> > subject of a ticket?
> 
> Matching replies to existing tickets is always done by finding
> the ticket number in the subject line in a specific format.
> 
> > I thought this would be explained in the docs but I apparently have
> > missed it.  Thanks for the help.
> 
> This is in a different place.  First you have to configure 2 email
> aliases for RT  - one for replies and to create new tickets
> (--action correspond) and another for comments (--action comment).
> For new tickets you need to specify the initial queue as well.  This
> is ignored for replies with that match on existing ticket numbers
> so you don't really need to set the queue-specific correspond/comment
> addresses within RT that are used as reply addresses unless you want
> to make it appear that they came from different addresses.   However
> the generic comment address or the queue-specific one you use must
> be an address that matches an alias that adds the "--action comment"
> option for rt-mailgate.
> 
> --
>   Les Mikesell
>     les at futuresource.com

I do have a line for --action comment along with a --action correspond
line for a queue.  It's just that, without knowing the specific format
for RT to match incoming email headers to record the email as a
comment to a specific ticket, my rt-mailgate line with --action
comment will make a new ticket instead.  Can you point to me where in
the docs says about this?  Thanks.


From tanoleg at gmail.com  Thu Jul 28 01:00:55 2005
From: tanoleg at gmail.com (Oleg Shnayderman)
Date: Wed, 27 Jul 2005 22:00:55 -0700
Subject: [rt-users] rt-mailgate error: The RT server which handled your
	email did not behave as expected. It said: no hacking!!ok
In-Reply-To: <20050727043708.GB2876@bestpractical.com>
References: 
	<20050727043708.GB2876@bestpractical.com>
Message-ID: <42E86687.3020400@gmail.com>

Phil Homewood wrote:

>Oleg Shnayderman wrote:
>  
>
>>The RT server which handled your email did not behave as expected. It
>>said:
>>
>>no hacking!!ok
>>    
>>
>
>That's not coming from (stock) RT. Either your RT server
>has been own3d, or you have modified one of RT's components
>locally (maybe for debugging) ?
>  
>
No this is coming from rt-mailgate and only on support queue. I have 
also developers queue and sales queue and this is not happended there.
Moreover, I am sure that it is not exim, because I 've tried the 
rt-maigate comand from console/terminal window and I've got the same 
message when I used support queue, but nothing when I use others queues. 
Any clue (no my box is not owned, I've reinstalled it from scratch[total 
format] and still got the same error.)

Oleg
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From les at futuresource.com  Thu Jul 28 01:08:59 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 28 Jul 2005 00:08:59 -0500
Subject: [rt-users] About the Comment Address in queues
In-Reply-To: 
References: 
Message-ID: <1122527338.6646.93.camel@les-home.futuresource.com>

On Wed, 2005-07-27 at 21:18, Howard Kao wrote:
> I do have a line for --action comment along with a --action correspond
> line for a queue.  It's just that, without knowing the specific format
> for RT to match incoming email headers to record the email as a
> comment to a specific ticket, my rt-mailgate line with --action
> comment will make a new ticket instead.  Can you point to me where in
> the docs says about this?  Thanks.

I'm not sure where it is in the docs, but it should be obvious
if you've seen an email sent by RT.  The subject line
has: [rtname #nnnn] prepended to the original subject
where rtname is what you set in RT_SiteConfig.pm for
$rtname and nnnn is the ticket number. Mail replies that
keep that intact in the subject of the reply will be
added to the existing ticket which stays in its current
queue regardless of the queue specified by the alias receiving
it.

But just to make sure the earlier point is clear: the
function of the Comment Address that you can set per
queue is just to supply a 'From:' address on email that
will direct replies back to an alias that has the
--action comment.  With a normal setup the default will
work since the queue specified in the alias is ignored
when the ticket exists, but you may want to use different
names that relate to different queues for reasons other
than functionality.

-- 
  Les Mikesell
    les at futuresource.com




From les at futuresource.com  Thu Jul 28 01:24:22 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 28 Jul 2005 00:24:22 -0500
Subject: [rt-users] Upgrading from 2.0.13 to 3.4.1
In-Reply-To: <589c9440050727154651a1c6f0@mail.gmail.com>
References: <42E80602.303@wildbrain.com>
	<589c9440050727154651a1c6f0@mail.gmail.com>
Message-ID: <1122528261.6646.103.camel@les-home.futuresource.com>

On Wed, 2005-07-27 at 17:46, Ruslan Zakirov wrote:
> > 
> > We finally have time and money to upgrade our RT system.  We are moving
> > from an old machine running RT 2.0.13 on Postgres on RH71 to a new
> > machine running RHEL 4 and RT 3.4.1, and perhaps using mysql instead of
> > postgresql if possible.
> > 
> > 
> > Any advice on the best way to perform this upgrade?    I've heard
> > references to a rt2-to-rt3 conversion tool, but I don't see that in the
> > Contribution section anymore.   Keeping our old tickets is essential.

> http://download.bestpractical.com/pub/rt/devel/

Based on some earlier messages on this list I got the impression
that you have to install RT 3.2.3 to import the files dumped
by the rt2-to-rt3 tool, then upgrade that to 3.4.x applying
the database updates as described in the README to get to
the current schema.

There is a script in:
http://download.bestpractical.com/pub/rt/contrib/3.0/Conversion/
to convert from pg to mysql, but I'm not sure exactly when
you should use it.  After pulling into 3.2.3 on pg might be
the best match.

-- 
  Les Mikesell
   les at futuresource.com




From les at futuresource.com  Thu Jul 28 01:33:20 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 28 Jul 2005 00:33:20 -0500
Subject: [rt-users] OT ADVOCACY: Kana response vs RT
In-Reply-To: <20050727203917.GI49540@ns2.wananchi.com>
References: <20050726020450.GD99527@clavin.cluepon.com>
	<20050727203917.GI49540@ns2.wananchi.com>
Message-ID: <1122528800.6646.110.camel@les-home.futuresource.com>

On Wed, 2005-07-27 at 15:39, Odhiambo Washington wrote:

> > Our ancient mustang application is being replaced.  I built a demo
> > RT unit that was well received, but tomorrow I'm in a meeting with
> > kana to hear their sales pitch.
> > 
> > Does anybody have any experience with them or some suggestions as
> > to questions I should ask?  
> > 
> > I honestly believe that RT is the best solution due to the unlimited 
> > possibility for customization and the nature of open source.  But 
> > the ultimate decision will rest with customer service, aka
> > the users. :-)
> 
> So why bother, really, if you are not the decision maker?

He probably has to compete with a vendor that will buy lunch for
the decision maker.  The thing to look for is something that RT
already has or that you can easily customize to fit your situation
and ask the vendor how much it will cost for a matching custom
feature.

-- 
  Les Mikesell
   les at futuresource.com
  



From ruslan.zakirov at gmail.com  Thu Jul 28 02:17:38 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2005 10:17:38 +0400
Subject: [rt-users] Upgrading from 2.0.13 to 3.4.1
In-Reply-To: <1122528261.6646.103.camel@les-home.futuresource.com>
References: <42E80602.303@wildbrain.com>
	<589c9440050727154651a1c6f0@mail.gmail.com>
	<1122528261.6646.103.camel@les-home.futuresource.com>
Message-ID: <589c9440050727231713287e3a@mail.gmail.com>

On 7/28/05, Les Mikesell  wrote:
> On Wed, 2005-07-27 at 17:46, Ruslan Zakirov wrote:
> > >
> > > We finally have time and money to upgrade our RT system.  We are moving
> > > from an old machine running RT 2.0.13 on Postgres on RH71 to a new
> > > machine running RHEL 4 and RT 3.4.1, and perhaps using mysql instead of
> > > postgresql if possible.
> > >
> > >
> > > Any advice on the best way to perform this upgrade?    I've heard
> > > references to a rt2-to-rt3 conversion tool, but I don't see that in the
> > > Contribution section anymore.   Keeping our old tickets is essential.
> 
> > http://download.bestpractical.com/pub/rt/devel/
> 
> Based on some earlier messages on this list I got the impression
> that you have to install RT 3.2.3 to import the files dumped
> by the rt2-to-rt3 tool, then upgrade that to 3.4.x applying
> the database updates as described in the README to get to
> the current schema.
yes, this may be the case.

> 
> There is a script in:
> http://download.bestpractical.com/pub/rt/contrib/3.0/Conversion/
> to convert from pg to mysql, but I'm not sure exactly when
> you should use it.  After pulling into 3.2.3 on pg might be
> the best match.
No, you don't need to use this. You can dump from Pg and import to
MySQL with rt2-to-rt3 util.

> 
> --
>   Les Mikesell
>    les at futuresource.com
> 
> 
> 


-- 
Best regards, Ruslan.


From ran.chen at net263.com  Thu Jul 28 03:41:33 2005
From: ran.chen at net263.com (=?gb2312?B?s8LIuw==?=)
Date: Thu, 28 Jul 2005 15:41:33 +0800
Subject: [rt-users] After I click "new ticket in"
Message-ID: <00b201c59347$c8465220$4ac6a8c0@CCF068A4B0192D>

Is it possible for RT to fill in some words automatically in "subject" and "content" After I click "New ticket in"?

Is it possible for RT to add more than one "select queue to create new ticket in" field on home page?
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From olivier.horec at gmail.com  Thu Jul 28 08:49:30 2005
From: olivier.horec at gmail.com (Olivier Horec)
Date: Thu, 28 Jul 2005 14:49:30 +0200
Subject: [rt-users] Query Problem
Message-ID: <34f141b805072805495ffa8927@mail.gmail.com>

Hi,

I posted this problem before but I wasn't able to solve it.

I have detected some problems with the queries in RT (the variable
"Query" in RT, used to make searh on tickets)

The first problem is that you can't make searches on Owner Real Name
(the only thing you can do is search with the exact owner name)

The second problem is when you search tickets with dates : you get the
tickets one day before the query.

Has anyone tried to solve the problem or can anyone give me some ideas
to help me to solve it.

Thanks in advance

Olivier


From ruslan.zakirov at gmail.com  Thu Jul 28 08:53:07 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Thu, 28 Jul 2005 16:53:07 +0400
Subject: [rt-users] Query Problem
In-Reply-To: <34f141b805072805495ffa8927@mail.gmail.com>
References: <34f141b805072805495ffa8927@mail.gmail.com>
Message-ID: <589c9440050728055338fb0708@mail.gmail.com>

On 7/28/05, Olivier Horec  wrote:
> Hi,
> 
> I posted this problem before but I wasn't able to solve it.
> 
> I have detected some problems with the queries in RT (the variable
> "Query" in RT, used to make searh on tickets)
> 
> The first problem is that you can't make searches on Owner Real Name
> (the only thing you can do is search with the exact owner name)
I plan to fix this in near future.

> 
> The second problem is when you search tickets with dates : you get the
> tickets one day before the query.
> 
> Has anyone tried to solve the problem or can anyone give me some ideas
> to help me to solve it.
> 
> Thanks in advance
> 
> Olivier
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
Best regards, Ruslan.


From mengland at mengland.net  Thu Jul 28 09:19:59 2005
From: mengland at mengland.net (Matt England)
Date: Thu, 28 Jul 2005 08:19:59 -0500
Subject: [rt-users] Can one assign task owners within email request?
Message-ID: <6.1.2.0.2.20050728081709.08d06ec0@127.0.0.1>

Does RT provide a means for a requester to assign an owner (assuming said 
requester has privileges to do so) of the task being requested in the email 
itself?

eg, in Drupal CMS/blogs, I can assign a post category when I'm 
posting-via-email simply by specifying meta-data/commands at the top of the 
email body to specify the category.  I'm wanting to do something similar in 
RT for task-ownership assignments, if possible.

-Matt



From barnesaw at ucrwcu.rwc.uc.edu  Thu Jul 28 09:25:46 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 28 Jul 2005 09:25:46 -0400
Subject: [rt-users] Can one assign task owners within email request?
In-Reply-To: <6.1.2.0.2.20050728081709.08d06ec0@127.0.0.1>
References: <6.1.2.0.2.20050728081709.08d06ec0@127.0.0.1>
Message-ID: <42E8DCDA.20004@ucrwcu.rwc.uc.edu>



Matt England wrote:

> Does RT provide a means for a requester to assign an owner (assuming 
> said requester has privileges to do so) of the task being requested in 
> the email itself?


Wiki, wiki, wiki.  
http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail

>
> eg, in Drupal CMS/blogs, I can assign a post category when I'm 
> posting-via-email simply by specifying meta-data/commands at the top 
> of the email body to specify the category.  I'm wanting to do 
> something similar in RT for task-ownership assignments, if possible.
>
> -Matt
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


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



From tomas.xa.doyle at ericsson.com  Thu Jul 28 09:35:58 2005
From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI))
Date: Thu, 28 Jul 2005 15:35:58 +0200
Subject: FW: [rt-users] HTTP.CONF help!!
Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D836E2@eiedbnt502>

Hi,

i have recently installed RT3 and have reached the 

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

the web address changes to 

http://bestpractical.com/rt/rt-broken-install.html

does this mean that my install is incorrect if not

how do i configure my http.conf to do the following please help im confused and a student on placement trying to introduce this to the company

edit your webserver's configuration file to instruct it to use RT's mod_perl

Thanks in advance guys


From barnesaw at ucrwcu.rwc.uc.edu  Thu Jul 28 09:58:18 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 28 Jul 2005 09:58:18 -0400
Subject: FW: [rt-users] HTTP.CONF help!!
In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D836E2@eiedbnt502>
References: <9B90FC9233F6E94493FF4FD8E0BA247D03D836E2@eiedbnt502>
Message-ID: <42E8E47A.7010800@ucrwcu.rwc.uc.edu>

What is your rt section of httpd.conf currently?  We can not help if we 
don't know what's wrong.

Tomas Doyle XA (DL/LMI) wrote:

>Hi,
>
>i have recently installed RT3 and have reached the 
>
>You're almost there!
>You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. If you need commercial support, please contact us at sales at bestpractical.com. 
>
>the web address changes to 
>
>http://bestpractical.com/rt/rt-broken-install.html
>
>does this mean that my install is incorrect if not
>
>how do i configure my http.conf to do the following please help im confused and a student on placement trying to introduce this to the company
>
>edit your webserver's configuration file to instruct it to use RT's mod_perl
>
>Thanks in advance guys
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>  
>

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



From olivier.horec at gmail.com  Thu Jul 28 10:05:47 2005
From: olivier.horec at gmail.com (Olivier Horec)
Date: Thu, 28 Jul 2005 16:05:47 +0200
Subject: [rt-users] Query Problem
In-Reply-To: <589c9440050728055338fb0708@mail.gmail.com>
References: <34f141b805072805495ffa8927@mail.gmail.com>
	<589c9440050728055338fb0708@mail.gmail.com>
Message-ID: <34f141b805072807051b3296cd@mail.gmail.com>

I had a look at the SQL queries about the date problem.

In fact, when I search with a query like : Created = '2005-07-19',
I find this in the SQL log :
( ( (main.Created >= '2005-07-18 00:00')AND(main.Created <=
'2005-07-18 23:59') ) )

Has anyone an idea ?

Olivier

2005/7/28, Ruslan Zakirov :
> On 7/28/05, Olivier Horec  wrote:
> > Hi,
> >
> > I posted this problem before but I wasn't able to solve it.
> >
> > I have detected some problems with the queries in RT (the variable
> > "Query" in RT, used to make searh on tickets)
> >
> > The first problem is that you can't make searches on Owner Real Name
> > (the only thing you can do is search with the exact owner name)
> I plan to fix this in near future.
> 
> >
> > The second problem is when you search tickets with dates : you get the
> > tickets one day before the query.
> >
> > Has anyone tried to solve the problem or can anyone give me some ideas
> > to help me to solve it.
> >
> > Thanks in advance
> >
> > Olivier
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> 
> 
> --
> Best regards, Ruslan.
>


From dhfs-techs at austin.utexas.edu  Thu Jul 28 12:58:15 2005
From: dhfs-techs at austin.utexas.edu (Dhfs AdminTechs)
Date: Thu, 28 Jul 2005 11:58:15 -0500
Subject: [rt-users] bplogo
Message-ID: <413F39BA0A24D542878D962ED47A4DD5247EBB@MAIL01.austin.utexas.edu>

To all;

            This is but a minor annoyance.  The bplogo that is supposed
to be at the top left of the web interface is not showing up.  The html
code is pointing to the right place, and the file is present.  I would
normally ignore this, however it sometimes causes the web browser to
crash.  This is a little annoying when we are using the search feature
to refresh every so often so as to monitor for new tickets as opposed to
email.

            If you have any thoughts I would appreciate it.  At this
point I would be happy to simply remove the image, but I cannot find
where the html code is, as it is dynamic.

 
Thanks, Rocket

 

IS Technician
Division of Food and Housing
The University of Texas at Austin
200 W. Dean Keeton
Suite 017
Austin, TX 78705
(512) 232-2533
dhfs-techs at austin.utexas.edu  
http://www.utexas.edu/student/housing
 

 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From virenp at mail.utexas.edu  Thu Jul 28 13:04:46 2005
From: virenp at mail.utexas.edu (Viren Patel)
Date: Thu, 28 Jul 2005 12:04:46 -0500 (CDT)
Subject: [rt-users] Cannot delete requestors/watchers
Message-ID: <59837.146.6.178.5.1122570286.squirrel@mail.cm.utexas.edu>

Hello. I have RT 3.2.3 running on the following platform:

   FreeBSD 5.4
   Perl 5.8.6.2
   apache+mod_ssl-1.3.33+2.8.22
   mod_perl-1.29_1

While I can add requestor/watchers to a ticket, I cannot
delete them. Nothing appears in the logs, even when
defining in RT_Siteconfig.pm:

Set($LogToFile      , 'emergency');
Set($LogToSyslog    , 'emergency');

Any ideas? TIA.
--
Viren Patel
Chemistry & Biochemistry
University of Texas at Austin



From rmillisl at gdcanada.com  Thu Jul 28 13:09:21 2005
From: rmillisl at gdcanada.com (Randy Millis (lists account))
Date: Thu, 28 Jul 2005 11:09:21 -0600
Subject: [rt-users] Queue address that does not send an auto reply? 
Message-ID: <000801c59397$18bf4460$6da01fac@gdcan.com>

Is there a way to get RT 3.0.3 or 3.4.2 to have a queue address that does not send an auto reply to a user? I can't think of a way off the top of my head to do this?

The information contained in this e-mail message is PRIVATE. It may contain confidential information and may be legally privileged. It is intended for the exclusive use of the addressee(s). If you are not the intended recipient, you are hereby notified that any dissemination, distribution or reproduction of this communication is strictly prohibited. If the intended recipient(s) cannot be reached or if a transmission problem has occurred, please notify the sender immediately by return e-mail and destroy all copies of this message. 
Thank you. 

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From bestpractical at jon.limedaley.com  Thu Jul 28 13:16:45 2005
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 28 Jul 2005 13:16:45 -0400 (EDT)
Subject: [rt-users] bplogo
In-Reply-To: <413F39BA0A24D542878D962ED47A4DD5247EBB@MAIL01.austin.utexas.edu>
References: <413F39BA0A24D542878D962ED47A4DD5247EBB@MAIL01.austin.utexas.edu>
Message-ID: 

On Thu, 28 Jul 2005, Dhfs AdminTechs wrote:
>            This is but a minor annoyance.  The bplogo that is supposed
> to be at the top left of the web interface is not showing up.  The html
> code is pointing to the right place, and the file is present.  I would
> normally ignore this, however it sometimes causes the web browser to
> crash.  This is a little annoying when we are using the search feature
> to refresh every so often so as to monitor for new tickets as opposed to
> email.

 	?? Your browser is crashing because an  tag is wrong? 
I doubt it.  If it is, you need a new internet browser.  There must be a 
bigger issue.  Does it happen on all computers?


From les at futuresource.com  Thu Jul 28 13:26:14 2005
From: les at futuresource.com (Les Mikesell)
Date: Thu, 28 Jul 2005 12:26:14 -0500
Subject: [rt-users] bplogo
In-Reply-To: <413F39BA0A24D542878D962ED47A4DD5247EBB@MAIL01.austin.utexas.edu>
References: <413F39BA0A24D542878D962ED47A4DD5247EBB@MAIL01.austin.utexas.edu>
Message-ID: <1122571574.9044.160.camel@moola.futuresource.com>

On Thu, 2005-07-28 at 11:58, Dhfs AdminTechs wrote:

>             This is but a minor annoyance.  The bplogo that is
> supposed to be at the top left of the web interface is not showing
> up.  The html code is pointing to the right place, and the file is
> present.  

There is probably an error in the http.conf setting regarding
the Alias/ScriptAlias/AddHandler/SetHandler entries that
end up making the server try use the fastcgi-script handler
for the image.  Try to follow how the aliases will modify
the URL before processing.

-- 
  Les Mikesell
    les at futuresource.com




From javoskam at uwaterloo.ca  Thu Jul 28 13:30:28 2005
From: javoskam at uwaterloo.ca (Jeff Voskamp)
Date: Thu, 28 Jul 2005 13:30:28 -0400
Subject: [rt-users] RT-3.5.2: any way to edit a reminder?
Message-ID: <42E91634.9080303@uwaterloo.ca>

I'd like to change/set the due date (or owner) without having to delete 
this one and make a new one.

Jeff Voskamp


From aturetta+rt at bestunion.it  Thu Jul 28 14:58:12 2005
From: aturetta+rt at bestunion.it (Angelo Turetta)
Date: Thu, 28 Jul 2005 20:58:12 +0200
Subject: [rt-users] Queue address that does not send an auto reply?
In-Reply-To: <000801c59397$18bf4460$6da01fac@gdcan.com>
References: <000801c59397$18bf4460$6da01fac@gdcan.com>
Message-ID: <42E92AC4.5050403@bestunion.it>

Randy Millis (lists account) wrote:

> Is there a way to get RT 3.0.3 or 3.4.2 to have a queue address that 
> does not send an auto reply to a user? I can't think of a way off the 
> top of my head to do this?

The default autoreply is a global Scrip (that is, it applies to all queues)

You have to delete the global scrip and create it as a queue scrip only 
in those queues where you need it.

Angelo Turetta


From Rich.West at wesmo.com  Thu Jul 28 15:14:11 2005
From: Rich.West at wesmo.com (Rich West)
Date: Thu, 28 Jul 2005 15:14:11 -0400
Subject: [rt-users] Perl upgrade Broke my RT!
In-Reply-To: 
References: 
Message-ID: <42E92E83.9040709@wesmo.com>

Sorry for the delay on this one.. I got sidetracked.  Thank goodness for 
the standalone_httpd option as that bought me some time!

Running Apache 2.0.52 w/ mod_perl 1.99 and perl 5.8.5.

All I did was upgrade a couple of perl modules (unfortunately) to 
experiment with an app called "relaydelay" to assist in combatting spam 
(including spam to our RT instances).  The app is working wonderfully.. 
unfortunately, the upgrade perl modules caused the Apache->RT hooks to 
break.

-Rich


Steven E. Ames wrote:

>Also keep in mind that if you rebuild mod_perl2 (not mod_perl) after your perl upgrade make sure your still using an old mod_perl2 (1.99). When mod_perl2 became 2.0 several weeks ago the API changed and won't work with RT at present.
>
>  
>
>>-----Original Message-----
>>From: rt-users-bounces at lists.bestpractical.com
>>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil
>>Homewood
>>Sent: Friday, July 22, 2005 12:02 AM
>>To: rt-users at lists.bestpractical.com
>>Subject: Re: [rt-users] Perl upgrade Broke my RT!
>>
>>
>>Rich West wrote:
>>    
>>
>>>Anyhow, I'm now running the standalone_httpd since I cannot 
>>>      
>>>
>>seem to get 
>>    
>>
>>>Apache to display (using mod_perl) the site any longer. :(
>>>
>>>I'd prefer to use Apache because it is threaded and already had the 
>>>mechanism in place to handle all of the load, but I'm not getting 
>>>anything logged anywhere, and I simply get a "Zero Sized Reply".
>>>      
>>>
>>Make sure all your perl modules are up to date, as seen
>>by your new perl binary ('make testdeps"); then rebuild
>>mod_perl against that.
>>-- 
>>



From barnesaw at ucrwcu.rwc.uc.edu  Thu Jul 28 15:35:20 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Thu, 28 Jul 2005 15:35:20 -0400
Subject: [rt-users] Perl upgrade Broke my RT!
In-Reply-To: <42E92E83.9040709@wesmo.com>
References: 
	<42E92E83.9040709@wesmo.com>
Message-ID: <42E93378.2020409@ucrwcu.rwc.uc.edu>



Rich West wrote:

> Sorry for the delay on this one.. I got sidetracked.  Thank goodness 
> for the standalone_httpd option as that bought me some time!


So which perl modules did you update?  Search on CPAN for older versions 
and re-install them.

>
> Running Apache 2.0.52 w/ mod_perl 1.99 and perl 5.8.5.
>
> All I did was upgrade a couple of perl modules (unfortunately) to 
> experiment with an app called "relaydelay" to assist in combatting 
> spam (including spam to our RT instances).  The app is working 
> wonderfully.. unfortunately, the upgrade perl modules caused the 
> Apache->RT hooks to break.
>
> -Rich
>
>
> Steven E. Ames wrote:
>
>> Also keep in mind that if you rebuild mod_perl2 (not mod_perl) after 
>> your perl upgrade make sure your still using an old mod_perl2 (1.99). 
>> When mod_perl2 became 2.0 several weeks ago the API changed and won't 
>> work with RT at present.
>>
>>  
>>
>>> -----Original Message-----
>>> From: rt-users-bounces at lists.bestpractical.com
>>> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Phil
>>> Homewood
>>> Sent: Friday, July 22, 2005 12:02 AM
>>> To: rt-users at lists.bestpractical.com
>>> Subject: Re: [rt-users] Perl upgrade Broke my RT!
>>>
>>>
>>> Rich West wrote:
>>>   
>>>
>>>> Anyhow, I'm now running the standalone_httpd since I cannot     
>>>
>>> seem to get   
>>>
>>>> Apache to display (using mod_perl) the site any longer. :(
>>>>
>>>> I'd prefer to use Apache because it is threaded and already had the 
>>>> mechanism in place to handle all of the load, but I'm not getting 
>>>> anything logged anywhere, and I simply get a "Zero Sized Reply".
>>>>     
>>>
>>> Make sure all your perl modules are up to date, as seen
>>> by your new perl binary ('make testdeps"); then rebuild
>>> mod_perl against that.
>>> -- 
>>>
>
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
>
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com


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



From jjesse at ftpb.com  Thu Jul 28 15:39:29 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 28 Jul 2005 15:39:29 -0400
Subject: [rt-users] Simple Question
Message-ID: <1122579569.31393.4.camel@localhost.localdomain>

I feel silly right now... Can't get the reply on resolved to fire at all
when I go to resolve tickets.

Global Script On Resolve Notfy Requestors

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


Which is the default, however my users are not getting notified when a
ticket is resolved.

I feel silly that I can't figure out what is going on.


From bestpractical at jon.limedaley.com  Thu Jul 28 15:46:55 2005
From: bestpractical at jon.limedaley.com (Jon Daley)
Date: Thu, 28 Jul 2005 15:46:55 -0400 (EDT)
Subject: [rt-users] Simple Question
In-Reply-To: <1122579569.31393.4.camel@localhost.localdomain>
References: <1122579569.31393.4.camel@localhost.localdomain>
Message-ID: 

On Thu, 28 Jul 2005, Jonathan Jesse wrote:
> I feel silly right now... Can't get the reply on resolved to fire at all
> when I go to resolve tickets.

 	Do you have a queue specific scrip that is overriding your global 
scrip?  My settings look the same, except I have "auto-reply to 
requestors" rather than "notify requestors".



From jjesse at ftpb.com  Thu Jul 28 15:50:11 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Thu, 28 Jul 2005 15:50:11 -0400
Subject: [rt-users] Simple Question
In-Reply-To: 
References: <1122579569.31393.4.camel@localhost.localdomain>
	
Message-ID: <1122580211.31393.5.camel@localhost.localdomain>



On Thu, 2005-07-28 at 15:46 -0400, Jon Daley wrote:
> On Thu, 28 Jul 2005, Jonathan Jesse wrote:
> > I feel silly right now... Can't get the reply on resolved to fire at all
> > when I go to resolve tickets.
> 
>  	Do you have a queue specific scrip that is overriding your global 
> scrip?  My settings look the same, except I have "auto-reply to 
> requestors" rather than "notify requestors".

Didn't have any script in the queue, but changing it to auto-reply
solved the problem.  Though I don't understand why that is different.


From mengland at mengland.net  Thu Jul 28 19:22:03 2005
From: mengland at mengland.net (Matt England)
Date: Thu, 28 Jul 2005 18:22:03 -0500
Subject: [rt-users] How to auto-display per-Owner list of tasks?
Message-ID: <6.1.2.0.2.20050728181731.09304ec0@127.0.0.1>

I want to automatically list a per-Owner set of links that, once clicked, 
display a per-Owner list of tasks, similar to the per-Queue set of links 
that are typically shown in the default view of of the "Quick Search" in 
the top-right-hand corner of the RT Home page.

I would think this would be a very common request for managers of groups of 
people performing tasks (eg a support manager for a call center; in my case 
I'm a software-development manager tracking tasks to developers).

Is there something already pre-made that I can easily plug into my RT 
server to do this?

Thanks for any help,
-Matt



From trs at bestpractical.com  Thu Jul 28 23:29:20 2005
From: trs at bestpractical.com (Thomas Sibley)
Date: Thu, 28 Jul 2005 23:29:20 -0400
Subject: [rt-users] Upgrading from 2.0.13 to 3.4.1
In-Reply-To: <1122528261.6646.103.camel@les-home.futuresource.com>
References: <42E80602.303@wildbrain.com>	<589c9440050727154651a1c6f0@mail.gmail.com>
	<1122528261.6646.103.camel@les-home.futuresource.com>
Message-ID: <42E9A290.8040504@bestpractical.com>

Les Mikesell wrote:
> Based on some earlier messages on this list I got the impression
> that you have to install RT 3.2.3 to import the files dumped
> by the rt2-to-rt3 tool, then upgrade that to 3.4.x applying
> the database updates as described in the README to get to
> the current schema.

If you grab the latest rt2-to-rt3 code from the repository, it *should* 
let you successfully upgrade from 2.0.x to 3.4 (or even 3.5).  No 
promises, but a first past test using data from rt.cpan.org looked to be 
successful.  I'd try it out and see if it works for you.

One thing to watch out for, make sure the mysqld variable 
max_packet_size is set to a suitably high value or else your 
import/export might die early.

Cheers,
Tom


From rt-users at mjch.net  Fri Jul 29 02:08:34 2005
From: rt-users at mjch.net (Malcolm Herbert)
Date: Fri, 29 Jul 2005 16:08:34 +1000
Subject: [rt-users] custom scrips?
Message-ID: <20050729060834.GY8587@sci.monash.edu.au>

I've been having a look through the contributions section in the wiki
but I'm having trouble getting some custom scrips to work in the way
that I'm after.

I'd like to have all new tickets owned by a particular user and I found
that AutoSetOwner almost does what I want, but sets the owner to the
requestor when a ticket is created via email. I am looking for some way
to change:

  my $Actor = $self->TransactionObj->Creator;

to be able to specify my user id by name - numerically it's 22 in the
database backend, but I'd rather put the username in the code than some
arbitrary magic number ... it works, but it's not particularly pretty.

-- 
Malcolm Herbert
Computer Support Officer
School of Geosciences
Monash University
ph 9905 4881



From mailinglists at dmsb.de  Fri Jul 29 04:19:39 2005
From: mailinglists at dmsb.de (Maillinglisten)
Date: Fri, 29 Jul 2005 10:19:39 +0200
Subject: [rt-users] characterset/umlauts
Message-ID: <7A89E0296B649C4AAFD251222B149290B7F747@dmsbsrv1.intranet.dmsb.de>

Hi list,
 
 I started to build a small intranet around our RT-system and have a
 problem with special characters. In fact my RT displays stuff like umlauts
 corret, but my intranet (running on the same virtual-host, it's even
 located in the same document root, so I don't get it...) displays those
 characters in weird sequences like
 
 ?  => ??
 
 The content comes from the database and even if I display stuff from RT-
 tables with umlauts (like ticket subject) on my intranet it's not shown
 correctly. I know that this is not a RT-specific question, but I'd like to
 know how this is done in RT, 'cause I couldn't find anything related to
 that myself.
 
 Thanks a lot in advance
 -fe


From aturetta+rt at bestunion.it  Fri Jul 29 04:49:19 2005
From: aturetta+rt at bestunion.it (Angelo Turetta)
Date: Fri, 29 Jul 2005 10:49:19 +0200
Subject: [rt-users] characterset/umlauts
In-Reply-To: <7A89E0296B649C4AAFD251222B149290B7F747@dmsbsrv1.intranet.dmsb.de>
References: <7A89E0296B649C4AAFD251222B149290B7F747@dmsbsrv1.intranet.dmsb.de>
Message-ID: <42E9ED8F.4050300@bestunion.it>

Maillinglisten wrote:
> Hi list,
>  
>  I started to build a small intranet around our RT-system and have a
>  problem with special characters. In fact my RT displays stuff like umlauts
>  corret, but my intranet (running on the same virtual-host, it's even
>  located in the same document root, so I don't get it...) displays those
>  characters in weird sequences like
>  
>  ?  => ??

It's not very clear to me what "build an intranet around RT" means, but 
what you are seeing is the UTF-8 encoding of umlaut characters rendered 
as Latin-1/ISO-8859-1. Make sure the procedure generating HTML is 
specifing UTF-8 as Content-Encoding, or otherwise convert the text 
accordingly.

Angelo Turetta


From mikko.lipasti at polarcom.fi  Fri Jul 29 04:44:47 2005
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Fri, 29 Jul 2005 11:44:47 +0300
Subject: [rt-users] characterset/umlauts
In-Reply-To: <7A89E0296B649C4AAFD251222B149290B7F747@dmsbsrv1.intranet.dmsb.de>
References: <7A89E0296B649C4AAFD251222B149290B7F747@dmsbsrv1.intranet.dmsb.de>
Message-ID: <1122626687.21488.5.camel@fermi.polarcom.lan>

On Fri, 2005-07-29 at 11:19, Maillinglisten wrote:
>  ?  => ??

Looks like your system stores UTF8 and your browser displays something
else.

Try setting character set on your intranet. You can test first by
picking the character set manually in your browser (View -> Character
Coding in Firefox). I suspect you should try UTF8.

If this works, you can change the default character set by tweaking the
Content-Type http header in your intranet script or adding a meta tag in
the html code (the head part)



  

I hope this helps.

-- 
Mikko Lipasti
Polarcom Consulting Oy
040 - 5590 988
-------------- 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 mailinglists at dmsb.de  Fri Jul 29 05:16:54 2005
From: mailinglists at dmsb.de (Maillinglisten)
Date: Fri, 29 Jul 2005 11:16:54 +0200
Subject: AW: [rt-users] characterset/umlauts
Message-ID: <7A89E0296B649C4AAFD251222B149290B7F74A@dmsbsrv1.intranet.dmsb.de>

First of all, thanks for your reply!

> >  ?  => ??
>
> Looks like your system stores UTF8 and your browser displays something
> e, but I don?t think my browser is the problem here
> 
> Try setting character set on your intranet. You can test first by
> picking the character set manually in your browser (View -> Character
> Coding in Firefox). I suspect you should try UTF8.

That's why 2 characters are displayed, but I dont think my browser is the problem, but I tried it and 
 
> If this works, you can change the default character set by tweaking the
> Content-Type http header in your intranet script or adding a meta tag in
> the html code (the head part)
> 
> 
> 
>   

My test-file's source looks like this


 
  
 
 
  Tü???st
 


which gets displayed 


 
  
 
 
  Tü???st
 


which is not the same as before, but still not the correct. I still think my problem could be solved somewhere on the server/scripts/components but I'm to mixed up of that charset-stuff -.-

thanks anyway!
 
> I hope this helps.
> 
> --
> Mikko Lipasti
> Polarcom Consulting Oy
> 040 - 5590 988

From mikko.lipasti at polarcom.fi  Fri Jul 29 05:34:12 2005
From: mikko.lipasti at polarcom.fi (Mikko Lipasti)
Date: Fri, 29 Jul 2005 12:34:12 +0300
Subject: AW: [rt-users] characterset/umlauts
In-Reply-To: <7A89E0296B649C4AAFD251222B149290B7F74A@dmsbsrv1.intranet.dmsb.de>
References: <7A89E0296B649C4AAFD251222B149290B7F74A@dmsbsrv1.intranet.dmsb.de>
Message-ID: <1122629652.21488.15.camel@fermi.polarcom.lan>

On Fri, 2005-07-29 at 12:16, Maillinglisten wrote:
> My test-file's source looks like this
> 
> 
>  
>   
>  
>  
>   Tü???st
>  
> 
> 
> which gets displayed 
> 
> 
>  
>   
>  
>  
>   Tü???st
>  
> 

Which character set does your editor use when saving the file? You see,
the problem might be that your editor stores Latin-1 and SQL stores and
returns UTF8.

Try telling the editor to write UTF8. At least kwrite lets you pick the
character set to use in the save dialog.

> which is not the same as before, but still not the correct. I still 
> think my problem could be solved somewhere on the server/scripts/components 
> but I'm to mixed up of that charset-stuff -.-

Out of curiosity, which operating system are you using? I'm having
character set prolems on my SuSE Linux Enterprise 9 box but I'm not
going to look into it as it is merely a test platform and will be
decommisioned shortly.

Best of luck. Character set problems are nasty. Can't really trust
anything but a hex editor if things get really hairy...

-- 
Mikko Lipasti
Polarcom Consulting Oy
040 - 5590 988
-------------- 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 mailinglists at dmsb.de  Fri Jul 29 05:53:47 2005
From: mailinglists at dmsb.de (Maillinglisten)
Date: Fri, 29 Jul 2005 11:53:47 +0200
Subject: AW: [rt-users] characterset/umlauts
Message-ID: <7A89E0296B649C4AAFD251222B149290B7F74B@dmsbsrv1.intranet.dmsb.de>

Hi and thanks for your reply,

> >  I started to build a small intranet around our RT-system and have a
> >  problem with special characters. In fact my RT displays stuff like
> umlauts
> >  corret, but my intranet (running on the same virtual-host, it's even
> >  located in the same document root, so I don't get it...) displays those
> >  characters in weird sequences like
> >
> >  ?  => ??
> 
> It's not very clear to me what "build an intranet around RT" means, but
> what you are seeing is the UTF-8 encoding of umlaut characters rendered
> as Latin-1/ISO-8859-1. Make sure the procedure generating HTML is
> specifing UTF-8 as Content-Encoding, or otherwise convert the text
> accordingly.
> 
> Angelo Turetta

Just a couple of sites build around my RT-Installation. I don't have a clue where to look for the settings. IMHO utf8 is used, since it's in the html-header and the apache default charset...

But I also found my problem. The dbd::mysql quote function ripped the utf8 characters into two chars... Thx for the help anyway!

cheers
-fe


From mailinglists at dmsb.de  Fri Jul 29 05:57:17 2005
From: mailinglists at dmsb.de (Maillinglisten)
Date: Fri, 29 Jul 2005 11:57:17 +0200
Subject: [rt-users] characterset/umlauts
Message-ID: <7A89E0296B649C4AAFD251222B149290B7F74C@dmsbsrv1.intranet.dmsb.de>

> On Fri, 2005-07-29 at 12:16, Maillinglisten wrote:
> > My test-file's source looks like this
> >
> > 
> >  
> >   
> >  
> >  
> >   Tü???st
> >  
> > 
> >
> > which gets displayed
> >
> > 
> >  
> >   
> >  
> >  
> >   Tü???st
> >  
> > 
> 
> Which character set does your editor use when saving the file? You see,
> the problem might be that your editor stores Latin-1 and SQL stores and
> returns UTF8.
> 
> Try telling the editor to write UTF8. At least kwrite lets you pick the
> character set to use in the save dialog.

emacs is set to utf8, works fine
 
> > which is not the same as before, but still not the correct. I still
> > think my problem could be solved somewhere on the
> server/scripts/components
> > but I'm to mixed up of that charset-stuff -.-
> 
> Out of curiosity, which operating system are you using? I'm having
> character set prolems on my SuSE Linux Enterprise 9 box but I'm not
> going to look into it as it is merely a test platform and will be
> decommisioned shortly.

gentoo linux

> Best of luck. Character set problems are nasty. Can't really trust
> anything but a hex editor if things get really hairy...

I found my problem, which was the quote-function of dbd::mysql which killed the stuff getting to the database and in return I got 2 characters for 1... My problem is fixed but I agree that this is no fun :)

thx!
-fe
 
> --
> Mikko Lipasti
> Polarcom Consulting Oy
> 040 - 5590 988

From J.Landman at ru.ac.za  Fri Jul 29 06:10:17 2005
From: J.Landman at ru.ac.za (John Landman)
Date: Fri, 29 Jul 2005 12:10:17 +0200
Subject: [rt-users] Re: Simple Question (Jonathan Jesse)
References: <20050729092947.164BB4D8267@diesel.bestpractical.com>
Message-ID: <007301c59425$b83f3ca0$9550e792@jlandman1>

Is this a similar problem to the one I queried about last week which remains
unresolved for us :

[shortened version]

**
Problem : queue-specific RT scrip / template combination not being presented
even when named with the same name as the global scrip and / or template
name as suggested in an FAQ.

Query : how do we get queue-specific scrip / template response to work?
**

We have encountered a problem here with queue-specific scrips which don't
seem to work whatever one does.  As you know a queue scrip should show
rather than a global scrip / template under certain conditions.

Bruce Campbell ... suggested ... global had to be turned off ....

Does this apply to the queue specific scrips which don't substitute anyway?

An FAQ we found ... says that RT substitutes the global scrip response with
a queue scrip with the same name as the global scrip.  The FAQ doesn't say
turn off the global scrips in the
config. (Admins may not be too comfortable with this.)

With some of the things we have tried no scrip / template appears at all....

===
we just had another attempt today by turning off the globals and using queue
scrip to call global templates in some cases and queue templates in other
cases - still waiting to see what happens now but it looks like nothing is
responding now.
===

Yours ->
John Landman

don't be irreplaceable - if you can't be replaced, you can't be promoted. -
Dilbert
______________________________________________________________
--  Department of Geography , Rhodes University,
    P O Box 94,  Grahamstown,  6140 South Africa
________________________________________
  /|||||||||||||\ humans are a resource not a cost - a peter drucker
principle
 |||||||||||||||||||| Internet: J.Landman at ru.ac.za
 |||||||||||||@|| Telephone: +27 46 603 8325    Fax: +27 46 636 1199
  \||||||||||||||/
             __________________________________________
              everyone one day will get one break sometime once
The views expressed above are not necessarily those of Rhodes University
      and if any other opinions are expressed I don't know whose they are



From tomas.xa.doyle at ericsson.com  Fri Jul 29 06:14:37 2005
From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI))
Date: Fri, 29 Jul 2005 12:14:37 +0200
Subject: [rt-users] HTTPD.CONF problems please help
Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D836EE@eiedbnt502>

Hi fellow RT users

im a student on placement and am trying to install RT3 on Fedora Core 2
im new enough to linux but making good progress i have installed RT and have reached the webpage  ALMOST THERE JUST NEED TO CONFIGURE YOUR WEBSERVER

i have 		apache 1.xxx installed
and 		perl 5.8.3
and 		mod_perl-1.99_12

this is the code i have in the httpd.conf file but when i run in my browser http://xxx.xxx.xxx.ericsson.se i keep getting reverted to the same page is there something im doing wrong what is supposed to be the next step
Please Help im at a loss, and trying to make an impression in work.

King Regards Tomas Doyle


VirtualDocumentRoot /requesttracker/rt-3.2.3/html
ServerName bxxx.xxx.xxx.ericsson.se




AddDefaultCharset UTF-8
PerlModule Apache::DBI
PerlRequire /requesttracker/rt-3.2.3/bin/webmux.pl

Alias /rt "/requesttracker/rt-3.2.3/html"


AddHandler perl-script .html
PerlHandler RT::Mason





From Ahalya_Nathan at mudnebr.com  Fri Jul 29 08:57:13 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Fri, 29 Jul 2005 07:57:13 -0500
Subject: [rt-users] Apache2 has better streaming ability?
In-Reply-To: <42E91634.9080303@uwaterloo.ca>
Message-ID: 

Hi all,
I have Apache 1.3 installed on my machine to run the RT stuff. Since 
Apache 2 was not working well with mod-perl we had to go ahead with Apache 
1.3. Could anyone tell me as to whether Apache 2 has better streaming 
ability than Apache 1.3? Did anyone have any problems installing Apache 2 
with mod-perl?

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ennis at mail.twcgb.net  Fri Jul 29 09:52:27 2005
From: ennis at mail.twcgb.net (Ennis William McCaffrey)
Date: Fri, 29 Jul 2005 08:52:27 -0500 (CDT)
Subject: [rt-users] setting the Due Date upon ticket creation ... REVISITIED
	reg exp how to howto
Message-ID: <200507291352.j6TDqRv16646@mail.twcgb.net>

Ruslan, Michael:

I have the scrip working fine, and wanted to share my information with the 
mailing list (see below). I also want to say thank you to both of you for your 
efforts in pointing me in the right direction!

$RT::Logger->debug("begin Script 175");

my $AttachObj = $self->TransactionObj->Attachments->First;

my $content = $AttachObj->Content;

$RT::Logger->debug("Just before if statement Script 175");
if( $content =~ m/^Set-Start(\d{4}-\d{2}-\d{2}\s\d{2}:\d{2}:\d{2})$/m ) {
        $RT::Logger->debug("Within if statement of Script 175");
        $self->TicketObj->SetStarts( "$1" );
}
$RT::Logger->debug("Just after if statement Script 175");

$RT::Logger->debug("Just before clean line Script 175");

# strip special commands from email content
$content =~ s/^Set-Start(\d{4}-\d{2}-\d{2}\s\d{2}:\d{2}:\d{2})$//gm;

$RT::Logger->debug("Just after clean line Script 175");

$RT::Logger->debug("Just before replace content Script 175");

# silently overwrite attachment content
$AttachObj->__Set( Field => 'Content', Value => $content );

$RT::Logger->debug("Just after replace content Script 175");

$RT::Logger->debug("end Script 175");

return 1;


Explanation:

1) the key is in the regular expression

   m/^Set-Start(\d{4}-\d{2}-\d{2}\s\d{2}:\d{2}:\d{2})$/m
   
2) m/ /m  simply defines the search string

3) ^Set-Start  identifies the beginning of line to search for

4) \d{4}-\d{2}-\d{2}\s\d{2}:\d{2}:\d{2} 
   identifies the actual date format to search for
   
5) the ()'s around the date format tell Perl that if it finds a match
   then to save this matching string into variable $1
    
6) $self->TicketObj->SetStarts( "$1" ) sets the start date to the match
   Perl found above and placed into varuable $1
     
7) $content = ~s/^Set-Start(\d{4}-\d{2}-\d{2}\s\d{2}:\d{2}:\d{2})$//gm; 
   This line substitutes a blank (signified by the // near the end of the line)
   for the matching regular expression. The /s at the beginning tells Perl
   to substitute and not just to search.    
   
8) I found the following web site helpful, and many thanks to the author(s).  
   http://www.sstcommunications.com/docs/catalog/perlre.html 
   
9) I also found the book "Learning Perl" by R. L. Schwartz and T. Phoenix to
   be extermely useful as well. ( also thanks to the authors)

10) The debugging statements may be taken out when the scrip is complete.

11)  There is one final hurdle to clear here, however. That is, RT's internal 
     clock is set to GMT, so you must migrate your dates to GMT before inserting
     them into the database. I do this outside of , via a PHP 
     function/subroutine.
     
Good luck!
     
Ennis McCaffrey

Time Warner Cable
Digital Network Engineer

1001 West Kennedy Avenue
PO Box 145
Kimberly, WI 54136

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

Ennis at Mail.TWCGB.NET



From itsecurity at txstate.edu  Fri Jul 29 10:18:58 2005
From: itsecurity at txstate.edu (IT Security)
Date: Fri, 29 Jul 2005 09:18:58 -0500
Subject: [rt-users] RT-Mailgate + Debian + Exim4
In-Reply-To: <1122498105.14858.14.camel@localhost.localdomain>
Message-ID: <01LR6XQSX7OE936RAL@txstate.edu>

I actually did what Asheesh suggested (removed Exim4 and installed postfix)
and it was quick and easy and fixed the problem.  

Thanks!

Elliott

-----Original Message-----
From: Jonathan Jesse [mailto:jjesse at ftpb.com] 
Sent: Wednesday, July 27, 2005 4:02 PM
To: Asheesh Laroia
Cc: IT Security; rt-users at lists.bestpractical.com
Subject: Re: [rt-users] RT-Mailgate + Debian + Exim4

Is this an easier solution?  When I installed Debian it picked exim4 as
the MTA.  I take it then I should split the files up into smaller files
then instead of the large ones?

On Wed, 2005-07-27 at 16:34 -0400, Asheesh Laroia wrote:
> On Wed, 27 Jul 2005, IT Security wrote:
> 
> > RT is working fine but following the docs and trying to pipe to an alias

> > is disabled by default in Exim4.  Can anyone point me in the direction 
> > to make this work?
> 
> Here's how I fixed it on my Debian system:
> 
> # apt-get install postfix
> 
> ;-)
> 
> -- Asheesh.
> 



From tomas.xa.doyle at ericsson.com  Fri Jul 29 10:36:17 2005
From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI))
Date: Fri, 29 Jul 2005 16:36:17 +0200
Subject: [rt-users] HTTPD.CONF problems please help
Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F3@eiedbnt502>

> Hi fellow RT users
> 
> im a student on placement and am trying to install RT3 on Fedora Core 2
> im new enough to linux but making good progress i have installed RT and have reached the webpage  ALMOST THERE JUST NEED TO CONFIGURE YOUR WEBSERVER
> 
> i have 		apache 1.xxx installed
> and 		perl 5.8.3
> and 		mod_perl-1.99_12
> 
> this is the code i have in the httpd.conf file but when i run in my browser http://xxx.xxx.xxx.ericsson.se i keep getting reverted to the same page is there something im doing wrong what is supposed to be the next step
> Please Help im at a loss, and trying to make an impression in work.
> 
> King Regards Tomas Doyle
> 
> 
> VirtualDocumentRoot /requesttracker/rt-3.2.3/html
> ServerName bxxx.xxx.xxx.ericsson.se
> 
> 
> 
> 
> AddDefaultCharset UTF-8
> PerlModule Apache::DBI
> PerlRequire /requesttracker/rt-3.2.3/bin/webmux.pl
> 
> Alias /rt "/requesttracker/rt-3.2.3/html"
> 
> 
> AddHandler perl-script .html
> PerlHandler RT::Mason
> 
> 
> 


From mbochynski at audiumcorp.com  Fri Jul 29 11:02:57 2005
From: mbochynski at audiumcorp.com (Michael Bochynski)
Date: Fri, 29 Jul 2005 11:02:57 -0400
Subject: [rt-users] Re: setting the Due Date upon ticket creation ...
	REVISITIED reg exp how to howto
In-Reply-To: <200507291352.j6TDqRv16646@mail.twcgb.net>
References: <200507291352.j6TDqRv16646@mail.twcgb.net>
Message-ID: <1122649377.7403.23.camel@europium.audiumcorp.com>

On Fri, 2005-07-29 at 08:52 -0500, Ennis William McCaffrey wrote:
> Ruslan, Michael:
> 
> I have the scrip working fine, and wanted to share my information with the 
> mailing list (see below). I also want to say thank you to both of you for your 
> efforts in pointing me in the right direction!
> 
sure. nice you have it working.
> 1) the key is in the regular expression
> 
yep. I agree. I have to revisit mine to grab a text with spaces ... Any
suggestions?

> 11)  There is one final hurdle to clear here, however. That is, RT's internal 
>      clock is set to GMT, so you must migrate your dates to GMT before inserting
>      them into the database. I do this outside of , via a PHP 
>      function/subroutine.

This is easy. However, RT also deal with daylight saving changes. Once
you include the GMT fix, try setting the Due Date to sometime in
December. You'll notice that the time will be automatically adjusted
according to the daylight saving. 

That's one thing I still have to deal with. 

>      
> Good luck!
Same to you
>      
> Ennis McCaffrey

Michael Bochynski


From barnesaw at ucrwcu.rwc.uc.edu  Fri Jul 29 11:08:21 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 29 Jul 2005 11:08:21 -0400
Subject: [rt-users] HTTPD.CONF problems please help
In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D836EE@eiedbnt502>
References: <9B90FC9233F6E94493FF4FD8E0BA247D03D836EE@eiedbnt502>
Message-ID: <42EA4665.7060602@ucrwcu.rwc.uc.edu>



Tomas Doyle XA (DL/LMI) wrote:

>Hi fellow RT users
>
>im a student on placement and am trying to install RT3 on Fedora Core 2
>im new enough to linux but making good progress i have installed RT and have reached the webpage  ALMOST THERE JUST NEED TO CONFIGURE YOUR WEBSERVER
>
>i have 		apache 1.xxx installed
>and 		perl 5.8.3
>and 		mod_perl-1.99_12
>
>  
>
Here is my httpd.conf with the apache2 and mod_perl-1.99_12

    ServerName host.example.com
    DocumentRoot /usr/local/rt3/share/html
    AddDefaultCharset UTF-8

    ## You won't need this next line if you are not using apache2
    PerlModule Apache2 Apache::compat

    PerlModule Apache::DBI
    PerlRequire /usr/local/rt3/bin/webmux.pl

    
        SetHandler perl-script
        PerlHandler RT::Mason
    



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



From les at futuresource.com  Fri Jul 29 11:09:53 2005
From: les at futuresource.com (Les Mikesell)
Date: Fri, 29 Jul 2005 10:09:53 -0500
Subject: [rt-users] Apache2 has better streaming ability?
In-Reply-To: 
References: 
Message-ID: <1122649793.27306.62.camel@moola.futuresource.com>

On Fri, 2005-07-29 at 07:57, Ahalya_Nathan at mudnebr.com wrote:

> I have Apache 1.3 installed on my machine to run the RT stuff. Since
> Apache 2 was not working well with mod-perl we had to go ahead with
> Apache 1.3. Could anyone tell me as to whether Apache 2 has better
> streaming ability than Apache 1.3? Did anyone have any problems
> installing Apache 2 with mod-perl?

I think a lot of people have switched to fastcgi with apache 2. Unless
you are running other mod_perl apps in the same httpd process you
shouldn't see any difference and using fastcgi removes many of the
version dependencies.

-- 
  Les Mikesell
   les at futuresource.com




From barnesaw at ucrwcu.rwc.uc.edu  Fri Jul 29 11:32:32 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 29 Jul 2005 11:32:32 -0400
Subject: [rt-users] HTTPD.CONF problems please help
In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F5@eiedbnt502>
References: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F5@eiedbnt502>
Message-ID: <42EA4C10.5010709@ucrwcu.rwc.uc.edu>

For our environment, we just use http://host.example.com

If you want to use the /rt, I believe you would need to change the 
location to /rt and set the set($WebPath, "/rt") part of your 
RT_SiteConfig.pm. 

Don't forget to CC the list on your replies.


Tomas Doyle XA (DL/LMI) wrote:

>And from that configuration how did you bring up RT using the web browser just http://localhost/rt
>
>Thanks again
>
>-----Original Message-----
>From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
>Sent: 29 July 2005 16:08
>To: Tomas Doyle XA (DL/LMI)
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] HTTPD.CONF problems please help
>
>
>
>
>Tomas Doyle XA (DL/LMI) wrote:
>
>  
>
>>Hi fellow RT users
>>
>>im a student on placement and am trying to install RT3 on Fedora Core 2
>>im new enough to linux but making good progress i have installed RT and have reached the webpage  ALMOST THERE JUST NEED TO CONFIGURE YOUR WEBSERVER
>>
>>i have 		apache 1.xxx installed
>>and 		perl 5.8.3
>>and 		mod_perl-1.99_12
>>
>> 
>>
>>    
>>
>Here is my httpd.conf with the apache2 and mod_perl-1.99_12
>
>    ServerName host.example.com
>    DocumentRoot /usr/local/rt3/share/html
>    AddDefaultCharset UTF-8
>
>    ## You won't need this next line if you are not using apache2
>    PerlModule Apache2 Apache::compat
>
>    PerlModule Apache::DBI
>    PerlRequire /usr/local/rt3/bin/webmux.pl
>
>    
>        SetHandler perl-script
>        PerlHandler RT::Mason
>    
>
>
>
>  
>

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



From tomas.xa.doyle at ericsson.com  Fri Jul 29 11:47:53 2005
From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI))
Date: Fri, 29 Jul 2005 17:47:53 +0200
Subject: [rt-users] HTTPD.CONF problems please help
Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F7@eiedbnt502>


But changing the RT_SiteConfig.pm file after install will it make any difference or is that file always referenced?



-----Original Message-----
From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
Sent: 29 July 2005 16:33
To: Tomas Doyle XA (DL/LMI)
Cc: rt-users at lists.bestpractical.com
Subject: Re: [rt-users] HTTPD.CONF problems please help


For our environment, we just use http://host.example.com

If you want to use the /rt, I believe you would need to change the 
location to /rt and set the set($WebPath, "/rt") part of your 
RT_SiteConfig.pm. 

Don't forget to CC the list on your replies.


Tomas Doyle XA (DL/LMI) wrote:

>And from that configuration how did you bring up RT using the web browser just http://localhost/rt
>
>Thanks again
>
>-----Original Message-----
>From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
>Sent: 29 July 2005 16:08
>To: Tomas Doyle XA (DL/LMI)
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] HTTPD.CONF problems please help
>
>
>
>
>Tomas Doyle XA (DL/LMI) wrote:
>
>  
>
>>Hi fellow RT users
>>
>>im a student on placement and am trying to install RT3 on Fedora Core 2
>>im new enough to linux but making good progress i have installed RT and have reached the webpage  ALMOST THERE JUST NEED TO CONFIGURE YOUR WEBSERVER
>>
>>i have 		apache 1.xxx installed
>>and 		perl 5.8.3
>>and 		mod_perl-1.99_12
>>
>> 
>>
>>    
>>
>Here is my httpd.conf with the apache2 and mod_perl-1.99_12
>
>    ServerName host.example.com
>    DocumentRoot /usr/local/rt3/share/html
>    AddDefaultCharset UTF-8
>
>    ## You won't need this next line if you are not using apache2
>    PerlModule Apache2 Apache::compat
>
>    PerlModule Apache::DBI
>    PerlRequire /usr/local/rt3/bin/webmux.pl
>
>    
>        SetHandler perl-script
>        PerlHandler RT::Mason
>    
>
>
>
>  
>

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



From barnesaw at ucrwcu.rwc.uc.edu  Fri Jul 29 11:46:43 2005
From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes)
Date: Fri, 29 Jul 2005 11:46:43 -0400
Subject: [rt-users] HTTPD.CONF problems please help
In-Reply-To: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F7@eiedbnt502>
References: <9B90FC9233F6E94493FF4FD8E0BA247D03D836F7@eiedbnt502>
Message-ID: <42EA4F63.9020609@ucrwcu.rwc.uc.edu>

As long as your restart your web server, everything will be picked up.  
You only need to chat $WebPath if you MUST use the /rt.  We don't, so 
I've never done it.

Tomas Doyle XA (DL/LMI) wrote:

>But changing the RT_SiteConfig.pm file after install will it make any difference or is that file always referenced?
>
>
>
>-----Original Message-----
>From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
>Sent: 29 July 2005 16:33
>To: Tomas Doyle XA (DL/LMI)
>Cc: rt-users at lists.bestpractical.com
>Subject: Re: [rt-users] HTTPD.CONF problems please help
>
>
>For our environment, we just use http://host.example.com
>
>If you want to use the /rt, I believe you would need to change the 
>location to /rt and set the set($WebPath, "/rt") part of your 
>RT_SiteConfig.pm. 
>
>Don't forget to CC the list on your replies.
>
>
>Tomas Doyle XA (DL/LMI) wrote:
>
>  
>
>>And from that configuration how did you bring up RT using the web browser just http://localhost/rt
>>
>>Thanks again
>>
>>-----Original Message-----
>>From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu]
>>Sent: 29 July 2005 16:08
>>To: Tomas Doyle XA (DL/LMI)
>>Cc: rt-users at lists.bestpractical.com
>>Subject: Re: [rt-users] HTTPD.CONF problems please help
>>
>>
>>
>>
>>Tomas Doyle XA (DL/LMI) wrote:
>>
>> 
>>
>>    
>>
>>>Hi fellow RT users
>>>
>>>im a student on placement and am trying to install RT3 on Fedora Core 2
>>>im new enough to linux but making good progress i have installed RT and have reached the webpage  ALMOST THERE JUST NEED TO CONFIGURE YOUR WEBSERVER
>>>
>>>i have 		apache 1.xxx installed
>>>and 		perl 5.8.3
>>>and 		mod_perl-1.99_12
>>>
>>>
>>>
>>>   
>>>
>>>      
>>>
>>Here is my httpd.conf with the apache2 and mod_perl-1.99_12
>>
>>   ServerName host.example.com
>>   DocumentRoot /usr/local/rt3/share/html
>>   AddDefaultCharset UTF-8
>>
>>   ## You won't need this next line if you are not using apache2
>>   PerlModule Apache2 Apache::compat
>>
>>   PerlModule Apache::DBI
>>   PerlRequire /usr/local/rt3/bin/webmux.pl
>>
>>   
>>       SetHandler perl-script
>>       PerlHandler RT::Mason
>>   
>>
>>
>>
>> 
>>
>>    
>>
>
>  
>

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



From asheesh at asheesh.org  Fri Jul 29 11:47:47 2005
From: asheesh at asheesh.org (Asheesh Laroia)
Date: Fri, 29 Jul 2005 11:47:47 -0400 (EDT)
Subject: [rt-users] Bug regarding CC: behavior
Message-ID: 

I have a queue called Testing.  When I configure bugs at rtdomain.com to 
submit to Testing with action correspond, it correctly creates a ticket. 
However, RT adds bugs at rtdomain.com to the CC: list for the ticket.

In the Queue configuration for Testing, there is the field "Reply 
Address:" underneath which is written, "(If left blank, will default to 
bugs at rtdoamin.com".  (There is no close parenthesis on the web page.)  So 
I know the default address is bugs at rtdomain.com.

If I actually put the text "bugs at rtdomain.com" in the field, rather than 
leaving it blank, *then* bugs at rtdomain.com is not added to the CC: list 
for the new tickets.

In my opinion, this is buggy behavior - it should not add 
bugs at rtdomain.com to the CC: list since it's supposed to pick that up as 
the default.  (It was causing me the "RT thinks this is a bounce" problem 
I had earlier.)

My workaround is to fill in bugs at rtdomain.com for each queue, but there 
are a lot queues; and having to do this is wrong, given the word "default" 
in the text.

-- Asheesh.

-- 
I refuse to consign the whole male sex to the nursery.  I insist on
believing that some men are my equals.
 		-- Brigid Brophy


From wash at wananchi.com  Fri Jul 29 12:29:57 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Fri, 29 Jul 2005 19:29:57 +0300
Subject: [rt-users] rt-3.4.2 - WebExternalAuth
Message-ID: <20050729162957.GT194@ns2.wananchi.com>


Hello all,

Generally, I have WebExternalAuth working with the following setup:

# Authentication Settings on my rt3 virtual host:

        
         AuthType Basic
         AuthName "Request Tracker"
         AuthUserFile  /path/to/file
         require valid-user
        

In RT_SiteConfig.pm:


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


RT allows the users to login, creates their login name as username
and puts the GECOS field, but I'd like a way to also let RT enter
details for their e-mail address when it creates their account.

I know it involves writing some code, only I can't (re)invent that
wheel;)



        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash () WANANCHI ! 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 Ahalya_Nathan at mudnebr.com  Fri Jul 29 12:35:47 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Fri, 29 Jul 2005 11:35:47 -0500
Subject: [rt-users] Doubt in LDAP Overlay contributed code in RT
In-Reply-To: <2C970140D4F23248A43FDED8B85C9593013C6310@DISMISSED.mtvn.ad.viacom.com>
Message-ID: 

Hi all,

Presently, we have Active Directory(AD) installed in our machines and the 
logging into these machines is after authentication from the Active 
Directory databases. Also our RT system is running on linux platform. Our 
machines are on Windows platform.

The  login to RT system is authenticated  through the "Users" table. 
Instead of doing this , we would like to carry the authentication from the 
AD and got to know about the LDAP overlay code.
The problem right now is since AD is window based, could the contributed 
code still be used to authenticate users because when i did some research 
i found out that OpenLDAP server is the preferred system for Linux 
platforms.

It will be of great help if anyone could suggest any other solution to go 
past this problem 


Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From wash at wananchi.com  Fri Jul 29 12:35:50 2005
From: wash at wananchi.com (Odhiambo Washington)
Date: Fri, 29 Jul 2005 19:35:50 +0300
Subject: [rt-users] rt-3.4.2 - WebExternalAuth
In-Reply-To: <20050729162957.GT194@ns2.wananchi.com>
References: <20050729162957.GT194@ns2.wananchi.com>
Message-ID: <20050729163550.GU194@ns2.wananchi.com>

* On 29/07/05 19:29 +0300, Wash wrote:
> 
> Hello all,
> 
> Generally, I have WebExternalAuth working with the following setup:
> 
> # Authentication Settings on my rt3 virtual host:
> 
>         
>          AuthType Basic
>          AuthName "Request Tracker"
>          AuthUserFile  /path/to/file
>          require valid-user
>         
> 
> In RT_SiteConfig.pm:
> 
> 
> Set($WebExternalAuth , 1);
> Set($WebFallbackToInternalAuth , undef);
> Set($WebExternalGecos , undef);
> Set($WebExternalAuto , 1);
> 
> 
> RT allows the users to login, creates their login name as username
> and puts the GECOS field, but I'd like a way to also let RT enter
> details for their e-mail address when it creates their account.
> 
> I know it involves writing some code, only I can't (re)invent that
> wheel;)



Just to add ... that my setup does not give the users the logout button,
but that looks "usual", I think, no?



        cheers
       - wash 
+----------------------------------+-----------------------------------------+
Odhiambo Washington            		. WANANCHI ONLINE LTD (Nairobi, KE)  |
wash () WANANCHI ! 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 hwagener at hamburg.fcb.com  Fri Jul 29 12:39:12 2005
From: hwagener at hamburg.fcb.com (Harald Wagener)
Date: Fri, 29 Jul 2005 18:39:12 +0200
Subject: [rt-users] Doubt in LDAP Overlay contributed code in RT
In-Reply-To: 
References: 
Message-ID: <8BC910C0-668B-4C00-A667-CD87B7F63A4A@hamburg.fcb.com>

Hello,
as far as I know, given some thought, LDAP authentication against AD  
can be done. This has been discussed on the list before, please  
consult the list archives and the rt wiki.

Regards,
      Harald


From jody.steadman at eur.sas.com  Fri Jul 29 10:28:25 2005
From: jody.steadman at eur.sas.com (Jody Steadman)
Date: Fri, 29 Jul 2005 16:28:25 +0200
Subject: [rt-users] RT and ADS
Message-ID: <1122647305.6253.97.camel@schwein.eur.sas.com>

Greetings,

Is it possible to use MS Active Directory for authentication in RT?

Cheers,

Jody Steadman


From tbeattie at boingo.com  Fri Jul 29 12:58:12 2005
From: tbeattie at boingo.com (Trevin Beattie)
Date: Fri, 29 Jul 2005 09:58:12 -0700
Subject: [rt-users] Can't see saved searches for other groups
Message-ID: <1122656292.26105.15.camel@ernie.boingo.com>

Our company is using RT 3.4.1.  A month or so ago our billing team lead
asked me to add privileges to RT so that the members of our QA team
could see and load her billing saved searches, but not edit them.  We
had that working until last week, when she claims a recent change I made
has locked everyone out.  I checked it out and found that not only can
the QA team not see billing's saved searches, but neither can I nor our
VP, and we have super-user privileges.

>From the look of it, nobody can see any group's saved searches except
those groups to which they belong.  In the query builder's Saved
Searches box, neither the Privacy nor the Load Saved Search drop-down
list show billing's saved searches.  But I've triple-checked the
privileges and still can't figure out why not.

In the global settings, everyone has rights to Create Saved Search, Edit
Saved Searches, Load Saved Search, and Show Saved Searches.  Also, all
members of the company have the Modify Self privilege.  (I read from one
of the archived messages that Modify Self was important.)

In the settings for the billing group, the billing group has rights to
Edit Saved Searches and Show Saved Searches, and the QA group has the
right to Show Saved Searches.  Just for good measure, I also granted the
entire company the Show Saved Searches right.  (It didn't help.)  There
is no "Load Saved Search" right at the group level.

What setting(s) am I missing?

-- Trevin Beattie




From jjesse at ftpb.com  Fri Jul 29 14:45:54 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Fri, 29 Jul 2005 14:45:54 -0400
Subject: [rt-users] Problem w/ Including History in closed message
Message-ID: <1122662754.11037.20.camel@localhost.localdomain>

I am using the following template:
Subject: Resolved: {$Ticket->Subject}

Dear customer,

your issue regarding

       "{$Ticket->Subject()}",

has been resolved in our ticket system. See below for history of this ticket.

If you have any further questions or concerns, please reply to this
message to reopen the ticket.

regards

{$Ticket->OwnerObj->RealName || $Ticket->OwnerObj->Name}
your-company-fooprint

----------------------------------------------------------------
  Your initial request was 
----------------------------------------------------------------

{$Ticket->Transactions->First->Content()}

----------------------------------------------------------------
  Complete Ticket History
----------------------------------------------------------------

{
 my $resolved_message = '';
 my $last_content = '';

 my $transactions = $Ticket->Transactions;
 $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );

 while (my $transaction = $transactions->Next) {
   my $attachments = $transaction->Attachments;

   while (my $message = $attachments->Next) {
     next unless $message->ContentType =~
              m!^(text/plain|message|text$)!i;

     my $content = $message->Content;
     next unless $content;

     next if $last_content eq $content;
     $last_content = $content;

     my $subject = ($message->Subject || $Ticket->Subject);

     my $wrapper = Text::Wrapper->new(columns=>70);
     $content = $wrapper->wrap($content);

     $resolved_message .= "Subject: ";
     $resolved_message .= $subject;
     $resolved_message .= "\n";
     $resolved_message .= "From: ";
     $resolved_message .= $message->CreatorObj->RealName || $message->CreatorObj->EmailAddress;
     $resolved_message .= "\n";
     $resolved_message .= "Time: ";
     $resolved_message .= $message->CreatedObj->AsString;
     $resolved_message .= "\n";
     $resolved_message .= "\n";
     $resolved_message .= "$content\n";
     $resolved_message .= "------------------------------------------------\n";
   }
 }
 $resolved_message;
}

-------------------------------------------------------------------------
   Common Information
-------------------------------------------------------------------------

There is no need to reply to this message unless you want to RE-OPEN your 
ticket with ID [{$rtname} #{$Ticket->id}]. 

Taken from the wiki, thanks to the people who made it, but I am having a problem w/ the closing ticket.

It shows the following:

Dear customer,

your issue regarding

       "Problems w/ Grass Growing outside",

has been resolved in our ticket system. See below for history of this ticket.

If you have any further questions or concerns, please reply to this
message to reopen the ticket.

regards

Nobody in particular
your-company-fooprint

----------------------------------------------------------------
  Your initial request was
----------------------------------------------------------------

The Grass is growing outside
Please stop it


----------------------------------------------------------------
  Complete Ticket History
----------------------------------------------------------------



-------------------------------------------------------------------------
   Common Information
-------------------------------------------------------------------------

There is no need to reply to this message unless you want to RE-OPEN your
ticket with ID [Readwriterun.com #24].


Which is great but it does not show the text I typed in when I closed the ticket.  ANy help would be great, thanks in advance



From Ahalya_Nathan at mudnebr.com  Fri Jul 29 15:01:59 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Fri, 29 Jul 2005 14:01:59 -0500
Subject: [rt-users] Re: Doubt in LDAP Overlay contributed code in RT
In-Reply-To: <1C5777D7-13FB-4EA4-8178-87DF53603896@kineticode.com>
Message-ID: 

Is there any changes to be made to the httpd.conf file in apache to use 
the LDAP overlay? 


Thanks
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com



David Wheeler  
07/29/2005 12:18 PM

To
Ahalya_Nathan at mudnebr.com
cc
rt-users at lists.bestpractical.com, 
rt-users-bounces at lists.bestpractical.com, bartschm_cl at hotmail.com, 
stewart.james at vu.edu.au
Subject
Re: Doubt in LDAP Overlay contributed code in RT






On Jul 29, 2005, at 9:35 AM, Ahalya_Nathan at mudnebr.com wrote:

> The problem right now is since AD is window based, could the 
> contributed
> code still be used to authenticate users because when i did some 
> research
> i found out that OpenLDAP server is the preferred system for Linux
> platforms.

I don't see why not. LDAP is LDAP. Try it and see.

Best,

David

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From anner at blast.com  Fri Jul 29 15:07:21 2005
From: anner at blast.com (Anne Ramey)
Date: Fri, 29 Jul 2005 15:07:21 -0400
Subject: [rt-users] custom scrips?
In-Reply-To: <20050729060834.GY8587@sci.monash.edu.au>
References: <20050729060834.GY8587@sci.monash.edu.au>
Message-ID: <42EA7E69.9020605@blast.com>


Malcolm Herbert wrote:
> I've been having a look through the contributions section in the wiki
> but I'm having trouble getting some custom scrips to work in the way
> that I'm after.
> 
> I'd like to have all new tickets owned by a particular user and I found
> that AutoSetOwner almost does what I want, but sets the owner to the
> requestor when a ticket is created via email. I am looking for some way
> to change:
> 
>   my $Actor = $self->TransactionObj->Creator;
> 
> to be able to specify my user id by name - numerically it's 22 in the
> database backend, but I'd rather put the username in the code than some
> arbitrary magic number ... it works, but it's not particularly pretty.
> 
I have one that does something like that.  This is the part that sets 
the actor.  I specify it by an email addr.

# get actor ID
my $User = new RT::User($RT::SystemUser);
# Put the email address of the user who needs to own tickets in this 
queue in here!
$User->LoadByEmail("myuser\@blast.com");
my $Actor = $User->id;

Anne


From jjesse at ftpb.com  Fri Jul 29 15:12:38 2005
From: jjesse at ftpb.com (Jonathan Jesse)
Date: Fri, 29 Jul 2005 15:12:38 -0400
Subject: [rt-users] Problem w/ Including History in closed message
Message-ID: 

Further update on this and I don't understand why this is different,
pardon my stupidty.

When I reply to a Ticket, RT defaults to Reply to requestors.  I want
the Reply to Requestors set as the default when I close the ticket as
well.

-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan
Jesse
Sent: Friday, July 29, 2005 2:46 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Problem w/ Including History in closed message

I am using the following template:
Subject: Resolved: {$Ticket->Subject}

Dear customer,

your issue regarding

       "{$Ticket->Subject()}",

has been resolved in our ticket system. See below for history of this
ticket.

If you have any further questions or concerns, please reply to this
message to reopen the ticket.

regards

{$Ticket->OwnerObj->RealName || $Ticket->OwnerObj->Name}
your-company-fooprint

----------------------------------------------------------------
  Your initial request was 
----------------------------------------------------------------

{$Ticket->Transactions->First->Content()}

----------------------------------------------------------------
  Complete Ticket History
----------------------------------------------------------------

{
 my $resolved_message = '';
 my $last_content = '';

 my $transactions = $Ticket->Transactions;
 $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' );

 while (my $transaction = $transactions->Next) {
   my $attachments = $transaction->Attachments;

   while (my $message = $attachments->Next) {
     next unless $message->ContentType =~
              m!^(text/plain|message|text$)!i;

     my $content = $message->Content;
     next unless $content;

     next if $last_content eq $content;
     $last_content = $content;

     my $subject = ($message->Subject || $Ticket->Subject);

     my $wrapper = Text::Wrapper->new(columns=>70);
     $content = $wrapper->wrap($content);

     $resolved_message .= "Subject: ";
     $resolved_message .= $subject;
     $resolved_message .= "\n";
     $resolved_message .= "From: ";
     $resolved_message .= $message->CreatorObj->RealName ||
$message->CreatorObj->EmailAddress;
     $resolved_message .= "\n";
     $resolved_message .= "Time: ";
     $resolved_message .= $message->CreatedObj->AsString;
     $resolved_message .= "\n";
     $resolved_message .= "\n";
     $resolved_message .= "$content\n";
     $resolved_message .=
"------------------------------------------------\n";
   }
 }
 $resolved_message;
}

------------------------------------------------------------------------
-
   Common Information
------------------------------------------------------------------------
-

There is no need to reply to this message unless you want to RE-OPEN
your 
ticket with ID [{$rtname} #{$Ticket->id}]. 

Taken from the wiki, thanks to the people who made it, but I am having a
problem w/ the closing ticket.

It shows the following:

Dear customer,

your issue regarding

       "Problems w/ Grass Growing outside",

has been resolved in our ticket system. See below for history of this
ticket.

If you have any further questions or concerns, please reply to this
message to reopen the ticket.

regards

Nobody in particular
your-company-fooprint

----------------------------------------------------------------
  Your initial request was
----------------------------------------------------------------

The Grass is growing outside
Please stop it


----------------------------------------------------------------
  Complete Ticket History
----------------------------------------------------------------



------------------------------------------------------------------------
-
   Common Information
------------------------------------------------------------------------
-

There is no need to reply to this message unless you want to RE-OPEN
your
ticket with ID [Readwriterun.com #24].


Which is great but it does not show the text I typed in when I closed
the ticket.  ANy help would be great, thanks in advance

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

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


From noyler at khimetrics.com  Fri Jul 29 15:44:06 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Fri, 29 Jul 2005 12:44:06 -0700
Subject: [rt-users] Doubt in LDAP Overlay contributed code in RT
Message-ID: <59B15593F41BD24591D59436E7226EAD023CCD36@Khiphx2.khimetrics.com>

It works perfectly fine with AD and was very easy to add. List archives
was what I used to figure it out, I'd suggest that.

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Ahalya_Nathan at mudnebr.com
Sent: Friday, July 29, 2005 9:36 AM
To: rt-users at lists.bestpractical.com;
rt-users-bounces at lists.bestpractical.com
Cc: bartschm_cl at hotmail.com; david at kineticode.com;
stewart.james at vu.edu.au
Subject: [rt-users] Doubt in LDAP Overlay contributed code in RT

 


Hi all, 

Presently, we have Active Directory(AD) installed in our machines and
the logging into these machines is after authentication from the Active
Directory databases. Also our RT system is running on linux platform.
Our machines are on Windows platform. 

The  login to RT system is authenticated  through the "Users" table.
Instead of doing this , we would like to carry the authentication from
the AD and got to know about the LDAP overlay code. 
The problem right now is since AD is window based, could the contributed
code still be used to authenticate users because when i did some
research i found out that OpenLDAP server is the preferred system for
Linux platforms. 

It will be of great help if anyone could suggest any other solution to
go past this problem 


Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From anthony.meo at bt.com  Fri Jul 29 16:34:41 2005
From: anthony.meo at bt.com (anthony.meo at bt.com)
Date: Fri, 29 Jul 2005 21:34:41 +0100
Subject: [rt-users] RT and ADS
Message-ID: <29E8239D02CA5540ABE35F49D3D99A63040E9CD2@i2km96-ukbr.domain1.systemhost.net>

We just implemented this, not the overlay, but apache ldap(AD) auth.
Here is my changes to the config file.

 



Options Indexes FollowSymLinks

AllowOverride None

order allow,deny

allow from all

AuthName "Please enter your Windows password."

AuthType Basic

LDAP_Server your_server.com

LDAP_Port 3268

Base_DN "dc=your_network,dc=com"

Bind_DN "CN=Administrator,CN=Users,DC=your_network,DC=com"

Bind_Pass "password"

Bind_Tries 5

LDAP_Protocol_Version 3

UID_Attr sAMAccountName

require valid-user



Best,
->Anthony

Anthony Meo
Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184
(p) 617.801.6636
(c) 617.429.9356
(f ) 617.801.6604
anthony.meo at btci.com
www.btconferencing.com


-----Original Message-----
From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jody
Steadman
Sent: Friday, July 29, 2005 10:28 AM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] RT and ADS

Greetings,

Is it possible to use MS Active Directory for authentication in RT?

Cheers,

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

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


From anthony.meo at bt.com  Fri Jul 29 16:33:38 2005
From: anthony.meo at bt.com (anthony.meo at bt.com)
Date: Fri, 29 Jul 2005 21:33:38 +0100
Subject: [rt-users] Re: Doubt in LDAP Overlay contributed code in RT
Message-ID: <29E8239D02CA5540ABE35F49D3D99A63040E9CD0@i2km96-ukbr.domain1.systemhost.net>

We just implemented this, not the overlay, but apache ldap auth.  Here
is my changes to the config file.

 



Options Indexes FollowSymLinks

AllowOverride None

order allow,deny

allow from all

AuthName "Please enter your Windows password."

AuthType Basic

LDAP_Server your_server.com

LDAP_Port 3268

Base_DN "dc=your_network,dc=com"

Bind_DN "CN=Administrator,CN=Users,DC=your_network,DC=com"

Bind_Pass "password"

Bind_Tries 5

LDAP_Protocol_Version 3

UID_Attr sAMAccountName

require valid-user



Best, 
->Anthony 

Anthony Meo
Partner Integration Engineer
BT Conferencing, Inc.
25 Braintree Hill Park, Suite 200
Braintree, MA 02184
(p) 617.801.6636
(c) 617.429.9356
(f ) 617.801.6604
anthony.meo at btci.com  
www.btconferencing.com   

 

________________________________

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
Ahalya_Nathan at mudnebr.com
Sent: Friday, July 29, 2005 3:02 PM
To: David Wheeler
Cc: rt-users-bounces at lists.bestpractical.com; bartschm_cl at hotmail.com;
rt-users at lists.bestpractical.com; stewart.james at vu.edu.au
Subject: [rt-users] Re: Doubt in LDAP Overlay contributed code in RT

 


Is there any changes to be made to the httpd.conf file in apache to use
the LDAP overlay? 


Thanks
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com 



David Wheeler  

07/29/2005 12:18 PM 

To

Ahalya_Nathan at mudnebr.com 

cc

rt-users at lists.bestpractical.com,
rt-users-bounces at lists.bestpractical.com, bartschm_cl at hotmail.com,
stewart.james at vu.edu.au 

Subject

Re: Doubt in LDAP Overlay contributed code in RT

 

 

 




On Jul 29, 2005, at 9:35 AM, Ahalya_Nathan at mudnebr.com wrote:

> The problem right now is since AD is window based, could the  
> contributed
> code still be used to authenticate users because when i did some  
> research
> i found out that OpenLDAP server is the preferred system for Linux
> platforms.

I don't see why not. LDAP is LDAP. Try it and see.

Best,

David

-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From Ahalya_Nathan at mudnebr.com  Fri Jul 29 17:27:40 2005
From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com)
Date: Fri, 29 Jul 2005 16:27:40 -0500
Subject: [rt-users] Re: Doubt in LDAP Overlay contributed code in RT
In-Reply-To: <29E8239D02CA5540ABE35F49D3D99A63040E9CD0@i2km96-ukbr.domain1.systemhost.net>
Message-ID: 

Hi all,
I got 2 overlay codes http://www.mosemann.com/ and another one from 
http://www.justatheory.com/computers/programming/perl/rt/User_Local.pm.ldap.
Can someone tell me which is the one that i should be using? Also i found 
the reference to the followign packages, but  my perl doesn't contain any 
packages for LDAP. The current version of perl that i use is 5.8.6.

use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS);
use Net::LDAP::Util qw (ldap_error_name);
use Net::LDAP::Filter;

Regards,
Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 449-8218 phone
(402) 449-8131 fax
ahalya_nathan at mudnebr.com
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From noyler at khimetrics.com  Fri Jul 29 17:34:52 2005
From: noyler at khimetrics.com (Nathan Oyler)
Date: Fri, 29 Jul 2005 14:34:52 -0700
Subject: [rt-users] Re: Doubt in LDAP Overlay contributed code in RT
Message-ID: <59B15593F41BD24591D59436E7226EAD023CCE0D@Khiphx2.khimetrics.com>


>Hi all, 
>I got 2 overlay codes http://www.mosemann.com/ and another one from
>http://www.justatheory.com/computers/programming/perl/rt/User_Local.pm.
ldap 
>Can someone tell me which is the one that i should be using?

I can't tell you which one you should be using. I used the information
at justatheory.


From oliveaddict at gmail.com  Fri Jul 29 17:38:38 2005
From: oliveaddict at gmail.com (Victor)
Date: Fri, 29 Jul 2005 14:38:38 -0700
Subject: [rt-users] Re: Doubt in LDAP Overlay contributed code in RT
In-Reply-To: 
References: <29E8239D02CA5540ABE35F49D3D99A63040E9CD0@i2km96-ukbr.domain1.systemhost.net>
	
Message-ID: 

Ahalya, 

I use Mosemann's code, but there are apparently various ways to tackle
LDAP auth on RT.  You will need to install the correct Perl modules. 
Your distro might provide RPMs, or you can always use CPAN:

bash$ perl -MCPAN -e shell
cpan> install Net::LDAP

Make sure you have all the necessary LDAP packages installed before
compiling your own Perl Net::LDAP module (openldap-devel, openldap,
openldap-clients).  Hope this helps.

On 7/29/05, Ahalya_Nathan at mudnebr.com  wrote:
>  
> Hi all, 
> I got 2 overlay codes http://www.mosemann.com/ and another one from
> http://www.justatheory.com/computers/programming/perl/rt/User_Local.pm.ldap.
> Can someone tell me which is the one that i should be using? Also i found
> the reference to the followign packages, but  my perl doesn't contain any
> packages for LDAP. The current version of perl that i use is 5.8.6. 
>  
> use Net::LDAP qw(LDAP_SUCCESS LDAP_PARTIAL_RESULTS);
>  use Net::LDAP::Util qw (ldap_error_name);
>  use Net::LDAP::Filter;
>  
>  Regards,
>  Ahalya Nathan
>  Senior Programmer / Analyst
>  Information Technology, Metropolitan Utilities District 
>  (402) 449-8218 phone
>  (402) 449-8131 fax
>  ahalya_nathan at mudnebr.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 president at case.org.au  Fri Jul 29 23:27:43 2005
From: president at case.org.au (Darrell Burkey)
Date: Sat, 30 Jul 2005 13:27:43 +1000
Subject: [rt-users] Custom action to use OwnerPager rather than OwnerEmail
Message-ID: <003d01c594b6$a5c113a0$0401a8c0@unidb>

For some time I've been trying to figure out what I assume should be
fairly simple without any luck. I'd sure appreciate some help.

I just need a custom action that sends a notification to the email
address of an email to sms gateway address that we store in the
OwnerPager field of a users account info. 

It's basically just like a NotifyOwner action but we want the
notification to go to the value in the OwnerPager field rather than
their standard email address.

Thanks in advance.

~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
Darrell Burkey
0408 622 647 



From erwinpasia at yahoo.com  Sat Jul 30 14:54:30 2005
From: erwinpasia at yahoo.com (Erwin Pasia)
Date: Sat, 30 Jul 2005 11:54:30 -0700 (PDT)
Subject: [rt-users] add custom field in user interface without granted rights
Message-ID: <20050730185431.17823.qmail@web30703.mail.mud.yahoo.com>

hi, 
 
please disregard my previous email have'nt explored the latest RT versions, 3.4.1 and 3.4.2 were the answers. now with highly configurable rights management for users. thanks again.
 
Erwin

__________________________________________________
Do You Yahoo!?
Tired of spam?  Yahoo! Mail has the best spam protection around 
http://mail.yahoo.com 
-------------- next part --------------
An HTML attachment was scrubbed...
URL: 

From ruslan.zakirov at gmail.com  Sat Jul 30 16:49:37 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 31 Jul 2005 00:49:37 +0400
Subject: [PATCH] Searches like Created = 'YYYY-MM-DD'(was: [rt-users] Query
	Problem)
In-Reply-To: <34f141b805072807051b3296cd@mail.gmail.com>
References: <34f141b805072805495ffa8927@mail.gmail.com>
	<589c9440050728055338fb0708@mail.gmail.com>
	<34f141b805072807051b3296cd@mail.gmail.com>
Message-ID: <589c9440050730134959538190@mail.gmail.com>

Ok, here what we get:
* I enter '2005-07-30' in search box
* Time::ParseDate converts it to '2005-07-29 20:00' because of GMT+4 timezone
* Then constuct search with interval ['2005-07-29 00:00'; '2005-07-29 23:59']

I think if we play only with dates then we should ignore timezone, so
I propose attached patch.

Olivier, could you confirm that patch fixes your problem?

On 7/28/05, Olivier Horec  wrote:
> I had a look at the SQL queries about the date problem.
> 
> In fact, when I search with a query like : Created = '2005-07-19',
> I find this in the SQL log :
> ( ( (main.Created >= '2005-07-18 00:00')AND(main.Created <=
> '2005-07-18 23:59') ) )
> 
> Has anyone an idea ?
> 
> Olivier
> 
> 2005/7/28, Ruslan Zakirov :
> > On 7/28/05, Olivier Horec  wrote:
> > > Hi,
> > >

[snip]

> > > The second problem is when you search tickets with dates : you get the
> > > tickets one day before the query.
> > >
> > > Has anyone tried to solve the problem or can anyone give me some ideas
> > > to help me to solve it.
> > >
> > > Thanks in advance
> > >
> > > Olivier
> > > _______________________________________________
> > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> > >
> > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> > >
> >
> >
> > --
> > Best regards, Ruslan.
> >
> 


-- 
Best regards, Ruslan.
-------------- next part --------------
A non-text attachment was scrubbed...
Name: search_on_date.patch
Type: text/x-patch
Size: 479 bytes
Desc: not available
URL: 

From ruslan.zakirov at gmail.com  Sat Jul 30 17:20:00 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 31 Jul 2005 01:20:00 +0400
Subject: [rt-users] Custom action to use OwnerPager rather than OwnerEmail
In-Reply-To: <003d01c594b6$a5c113a0$0401a8c0@unidb>
References: <003d01c594b6$a5c113a0$0401a8c0@unidb>
Message-ID: <589c9440050730142037ea2a9b@mail.gmail.com>

On 7/30/05, Darrell Burkey  wrote:
> For some time I've been trying to figure out what I assume should be
> fairly simple without any luck. I'd sure appreciate some help.
> 
> I just need a custom action that sends a notification to the email
> address of an email to sms gateway address that we store in the
> OwnerPager field of a users account info.
I've subclassed Action::Notify for you, imho this should work.
Place this file into lib/RT/Action/ dir.
Then add record for 'NotifyViaPager' into table ScripActions, take
Notify records as example. Leave Argument field empty, it doesn't make
sense for attached action.


> 
> It's basically just like a NotifyOwner action but we want the
> notification to go to the value in the OwnerPager field rather than
> their standard email address.
> 
> Thanks in advance.
> 
> ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> Darrell Burkey
> 0408 622 647
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
Best regards, Ruslan.
-------------- next part --------------
A non-text attachment was scrubbed...
Name: NotifyViaPager.pm
Type: application/x-perl
Size: 5395 bytes
Desc: not available
URL: 

From ruslan.zakirov at gmail.com  Sat Jul 30 17:29:49 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 31 Jul 2005 01:29:49 +0400
Subject: [rt-users] Custom action to use OwnerPager rather than OwnerEmail
In-Reply-To: <589c9440050730142037ea2a9b@mail.gmail.com>
References: <003d01c594b6$a5c113a0$0401a8c0@unidb>
	<589c9440050730142037ea2a9b@mail.gmail.com>
Message-ID: <589c94400507301429473f9ec1@mail.gmail.com>

Attached wrong file

On 7/31/05, Ruslan Zakirov  wrote:
> On 7/30/05, Darrell Burkey  wrote:
> > For some time I've been trying to figure out what I assume should be
> > fairly simple without any luck. I'd sure appreciate some help.
> >
> > I just need a custom action that sends a notification to the email
> > address of an email to sms gateway address that we store in the
> > OwnerPager field of a users account info.
> I've subclassed Action::Notify for you, imho this should work.
> Place this file into lib/RT/Action/ dir.
> Then add record for 'NotifyViaPager' into table ScripActions, take
> Notify records as example. Leave Argument field empty, it doesn't make
> sense for attached action.
> 
> 
> >
> > It's basically just like a NotifyOwner action but we want the
> > notification to go to the value in the OwnerPager field rather than
> > their standard email address.
> >
> > Thanks in advance.
> >
> > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~
> > Darrell Burkey
> > 0408 622 647
> >
> > _______________________________________________
> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> >
> > Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> >
> 
> 
> --
> Best regards, Ruslan.
> 
> 
> 


-- 
Best regards, Ruslan.
-------------- next part --------------
A non-text attachment was scrubbed...
Name: NotifyViaPager.pm
Type: application/x-perl
Size: 668 bytes
Desc: not available
URL: 

From ruslan.zakirov at gmail.com  Sat Jul 30 18:31:35 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 31 Jul 2005 02:31:35 +0400
Subject: [rt-users] rt-3.4.2 - WebExternalAuth
In-Reply-To: <20050729163550.GU194@ns2.wananchi.com>
References: <20050729162957.GT194@ns2.wananchi.com>
	<20050729163550.GU194@ns2.wananchi.com>
Message-ID: <589c9440050730153132199928@mail.gmail.com>

On 7/29/05, Odhiambo Washington  wrote:
> * On 29/07/05 19:29 +0300, Wash wrote:
> >
> > Hello all,
> >
> > Generally, I have WebExternalAuth working with the following setup:
> >
> > # Authentication Settings on my rt3 virtual host:
> >
> >         
> >          AuthType Basic
> >          AuthName "Request Tracker"
> >          AuthUserFile  /path/to/file
> >          require valid-user
> >         
> >
> > In RT_SiteConfig.pm:
> >
> >
> > Set($WebExternalAuth , 1);
> > Set($WebFallbackToInternalAuth , undef);
> > Set($WebExternalGecos , undef);
> > Set($WebExternalAuto , 1);
> >
> >
> > RT allows the users to login, creates their login name as username
> > and puts the GECOS field, but I'd like a way to also let RT enter
> > details for their e-mail address when it creates their account.
> >
> > I know it involves writing some code, only I can't (re)invent that
> > wheel;)
> 
> 
> 
> Just to add ... that my setup does not give the users the logout button,
> but that looks "usual", I think, no?
Yes, it's not possible to use RT logout button when you use HTTP Basic
auth. Basic/Digest auth algorithms are described in the HTTP standard.
Browser sends credentials with each HTTP request. You can logout only
if your browser support it.

See http://dispatches.azstarnet.com/manual/howto/auth.html#basicfaq

Looks like Mozilla 1.8 alpha 4 can logout
http://www.mozilla.org/releases/mozilla1.8a4/README.html

> 
> 
> 
>         cheers
>        - wash
> +----------------------------------+-----------------------------------------+
> Odhiambo Washington                     . WANANCHI ONLINE LTD (Nairobi, KE)  |
> wash () WANANCHI ! 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
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
Best regards, Ruslan.


From ruslan.zakirov at gmail.com  Sat Jul 30 18:47:59 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Sun, 31 Jul 2005 02:47:59 +0400
Subject: [rt-users] Bug regarding CC: behavior
In-Reply-To: 
References: 
Message-ID: <589c9440050730154747246498@mail.gmail.com>

On 7/29/05, Asheesh Laroia  wrote:
> I have a queue called Testing.  When I configure bugs at rtdomain.com to
> submit to Testing with action correspond, it correctly creates a ticket.
> However, RT adds bugs at rtdomain.com to the CC: list for the ticket.
I recommend you pay attenstion to $RTAddressRegexp option, see RT config.
Search examples in archives if you don't know how to write regexps.

> 
> In the Queue configuration for Testing, there is the field "Reply
> Address:" underneath which is written, "(If left blank, will default to
> bugs at rtdoamin.com".  (There is no close parenthesis on the web page.)  So
> I know the default address is bugs at rtdomain.com.
> 
> If I actually put the text "bugs at rtdomain.com" in the field, rather than
> leaving it blank, *then* bugs at rtdomain.com is not added to the CC: list
> for the new tickets.
> 
> In my opinion, this is buggy behavior - it should not add
> bugs at rtdomain.com to the CC: list since it's supposed to pick that up as
> the default.  (It was causing me the "RT thinks this is a bounce" problem
> I had earlier.)
This should be checked. May be there is some bug in RT. What version
are you using?

> 
> My workaround is to fill in bugs at rtdomain.com for each queue, but there
> are a lot queues; and having to do this is wrong, given the word "default"
> in the text.
This very strange that you use one email address for different queues.
In normal situation people use two different addresses for each queue
first for correspondence and second for comments.

> 
> -- Asheesh.
> 
> --
> I refuse to consign the whole male sex to the nursery.  I insist on
> believing that some men are my equals.
>                 -- Brigid Brophy
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 


-- 
Best regards, Ruslan.


From Julian_Dunn at cbc.ca  Sun Jul 31 00:33:30 2005
From: Julian_Dunn at cbc.ca (Julian C. Dunn)
Date: Sun, 31 Jul 2005 00:33:30 -0400 (EDT)
Subject: [rt-users] FastCGI: continual process regeneration
Message-ID: <20050731003016.H21219@screech.tor.cbc.ca>

I have a RT installation where the FastCGI children have been observed to 
be dying and restarting themselves very rapidly, e.g.

[Sun Jul 31 00:28:57 2005] [warn] FastCGI: server 
"/usr/local/rt3/bin/mason_handler.fcgi" (pid 23631) terminated by calling 
exit with status '0'
[Sun Jul 31 00:28:57 2005] [warn] FastCGI: server 
"/usr/local/rt3/bin/mason_handler.fcgi" restarted (pid 23642)
[Sun Jul 31 00:29:08 2005] [warn] FastCGI: server 
"/usr/local/rt3/bin/mason_handler.fcgi" (pid 23634) terminated by calling 
exit with status '0'
[Sun Jul 31 00:29:08 2005] [warn] FastCGI: server 
"/usr/local/rt3/bin/mason_handler.fcgi" has remained running for more than 
30 seconds, its restart interval has been restored to 5 seconds
[Sun Jul 31 00:29:08 2005] [warn] FastCGI: server 
"/usr/local/rt3/bin/mason_handler.fcgi" restarted (pid 23644)


Although RT still "works" (functionally) this keeps the system load at 4.

Is there any way to fix or diagnose this? I have turned up RT's own 
debugging to "debug" but nothing particularly weird shows up.

The version of Perl on the system is:

This is perl, v5.8.5 built for i386-freebsd-thread-multi-64int

Would the threaded Perl have anything to do with it?

- Julian

-- Julian C. Dunn    
-- Platform Administrator, CBC.ca Production & Operations
-- Office: 2C310-Q  *  Tel.: (416) 205-3311 x5592


From ben.robson at classicblue.com.au  Sun Jul 31 20:34:44 2005
From: ben.robson at classicblue.com.au (Ben Robson)
Date: Mon, 1 Aug 2005 10:34:44 +1000
Subject: [rt-users] Group ownership of Tickets
Message-ID: 

A question for Jesse,

 

I have read in the archives many entries of people asking about group
ownership of tickets.

 

Are there any plans on the drawing board to include this feature?  Is
there any anticipated timeline for such a feature?

 

I am looking to replace an existing ticketing system with RT, but really
need such a feature to drive the project.  I have considered some of the
alternatives (queues per customer) but when considering some 500+
customers, this becomes a little impractical.

 

Any insight you might provide would be greatly appreciated.

 

Best regards,

BenR

 

 

 

Ben Robson ::: Security Operations Centre Manager

Classic Blue

-------------- next part --------------
An HTML attachment was scrubbed...
URL: