From hlepesant at veepee.com Wed Jun 1 06:03:24 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Wed, 01 Jun 2005 12:03:24 +0200 Subject: [rt-users] Disable user auto creation when the email is in Bcc Message-ID: <429D87EC.1020804@veepee.com> Hello, Is it possible to disable the creation of an account by RT, when the field Cc is set in the form for new ticket, when the email doesn't match to any accounet alredy existing in RT ? Hugues From mschuepfer at multamedio.de Wed Jun 1 10:03:56 2005 From: mschuepfer at multamedio.de (=?ISO-8859-1?Q?Markus_Sch=FCpfer?=) Date: Wed, 01 Jun 2005 16:03:56 +0200 Subject: [rt-users] dump to rt3 In-Reply-To: <1117551111.1961.9.camel@ernie.boingo.com> References: <429C6665.9090605@multamedio.de> <1117551111.1961.9.camel@ernie.boingo.com> Message-ID: <429DC04C.3010300@multamedio.de> Trevin Beattie schrieb: >You might try my modifications to the dumpfile-to-rt-3.0 script. I did >the same upgrade to rt-3.4.1 just a few weeks ago on a very large >database. Some of the changes had to do with the new database >structure, but there were also a lot of changes related to cleaning up >old cruft in the database. > >One thing you should be careful of: just last week I found out that the >script (both the original or with my mods) doesn't properly set the >Parent field of Attachment records. (I haven't got around to fixing >that.) Also, avoid doing an incremental import if you have any custom >fields (keywords), because it doesn't copy those over properly. >Otherwise, it seems to work very well. > >-- Trevin > >On Tue, 2005-05-31 at 15:28 +0200, Markus Sch?pfer wrote: > > >>Hi rt-users, >> >>I want to migrate rt2.0.15 to rt3.4.1. It's actually an easy thing >>but it does not work absolut correctly. >>The database from the rt2 instance has about 20 users, 5 queues and 1000 >>tickets. >>With the rt2-to-rt3-1.22 perl script the database will be dumped without >>errors, >>the import of the data has only a couple of non-standard scrip errors. >>My Problems are a few tickets in seperate queues which will be >>created without history anyhow. >> >>What can I do to create the history of these tickets correctly? >> >>Many Thanks >> >>Markus Sch?pfer >> >> ...it works .. thanks Trevin -- ---------------------------------------------------------------------- Markus Sch?pfer MULTA MEDIO Informationssysteme AG - Systemadministrator - Mergentheimer Str. 76a 97082 Wuerzburg mailto:mschuepfer at multamedio.de Tel: +49 (0)931 79717-19 http://www.multamedio.de Fax: +49 (0)931 79717-30 From nick at sci.utah.edu Wed Jun 1 11:46:15 2005 From: nick at sci.utah.edu (Nick Rathke) Date: Wed, 01 Jun 2005 09:46:15 -0600 Subject: [rt-users] Newbe Question Message-ID: <429DD847.2010205@sci.utah.edu> Greetings, I am in the process of implementing RT at my work for our new help desk. I got everything installed and running, and can login in as 'root', only problem is that I can't change root's password from the ui. I get : 'Password: Permission Denied' also from the admin guide it looks like there should be some user and group tools and queue tools, I don't see anything like that. Here is what I am running : rt-3.4.1 Apache version 1.3.29 postgresql 7.4.2 suse 9.0 enterprise From dsalensky at servervault.com Wed Jun 1 12:14:26 2005 From: dsalensky at servervault.com (Salensky, Don) Date: Wed, 1 Jun 2005 12:14:26 -0400 Subject: [rt-users] Postgres to MySQL Message-ID: So does anyone know how to do this or where I could start? I have a SQL dump of the Postgres database, but I'm fairly database-retarded and I don't know where to being. Is there any documentation anywhere that would help me? Danke sch?n, Don dsalensky at servervault.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Salensky, Don Sent: Friday, May 27, 2005 12:30 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Postgres to MySQL No problem. One of the reasons is because RT seems "designed" for MySQL. Also, MySQL seems a little easier to use and we don't really need the additional functionality of Postgres for RT. And, thinking to future releases of RT, we want the upgrades to go as smoothly as possible. Thanks, Don Salensky dsalensky at servervault.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay R. Ashworth Sent: Thursday, May 26, 2005 23:18 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Postgres to MySQL On Thu, May 26, 2005 at 02:27:23PM -0400, Salensky, Don wrote: > We currently have RT running on a Postgres database but we're > upgrading to the latest version of RT and we want to switch to MySQL > for various reasons. Does anyone know how to convert the data from a > Postgres database to MySQL database? Google hath given me nothing. Not to start an r-war, but I'm curious why? Do you mind expanding? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Wed Jun 1 12:18:41 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 01 Jun 2005 12:18:41 -0400 Subject: [rt-users] Postgres to MySQL In-Reply-To: References: Message-ID: <429DDFE1.7060601@ucrwcu.rwc.uc.edu> Salensky, Don wrote: >So does anyone know how to do this or where I could start? I have a SQL dump of the Postgres database, but I'm fairly database-retarded and I don't know where to being. Is there any documentation anywhere that would help me? > > This may work, but I don't know: http://download.bestpractical.com/pub/rt/contrib/3.0/Conversion/rt3-on-pg-to-mysql >Danke sch?n, >Don >dsalensky at servervault.com > > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Salensky, Don >Sent: Friday, May 27, 2005 12:30 PM >To: rt-users at lists.bestpractical.com >Subject: RE: [rt-users] Postgres to MySQL > >No problem. One of the reasons is because RT seems "designed" for MySQL. >Also, MySQL seems a little easier to use and we don't really need the additional functionality of Postgres for RT. And, thinking to future releases of RT, we want the upgrades to go as smoothly as possible. > >Thanks, >Don Salensky >dsalensky at servervault.com > > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay R. >Ashworth >Sent: Thursday, May 26, 2005 23:18 PM >To: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Postgres to MySQL > >On Thu, May 26, 2005 at 02:27:23PM -0400, Salensky, Don wrote: > > >>We currently have RT running on a Postgres database but we're >>upgrading to the latest version of RT and we want to switch to MySQL >>for various reasons. Does anyone know how to convert the data from a >>Postgres database to MySQL database? Google hath given me nothing. >> >> > >Not to start an r-war, but I'm curious why? Do you mind expanding? > >Cheers, >-- jra >-- >Jay R. Ashworth >jra at baylink.com >Designer Baylink >RFC 2100 >Ashworth & Associates The Things I Think >'87 e24 >St Petersburg FL USA http://baylink.pitas.com +1 727 >647 1274 > > If you can read this... thank a system administrator. Or two. >--me _______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com _______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com >_______________________________________________ >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 dsalensky at servervault.com Wed Jun 1 12:22:17 2005 From: dsalensky at servervault.com (Salensky, Don) Date: Wed, 1 Jun 2005 12:22:17 -0400 Subject: [rt-users] Postgres to MySQL Message-ID: Thanks, I'll give it a try. Don dsalensky at servervault.com -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Wednesday, June 01, 2005 12:19 PM To: Salensky, Don Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Postgres to MySQL This may work, but I don't know: http://download.bestpractical.com/pub/rt/contrib/3.0/Conversion/rt3-on-p g-to-mysql From ggavin at orange.us Wed Jun 1 14:44:38 2005 From: ggavin at orange.us (Gregg Gavin) Date: Wed, 1 Jun 2005 14:44:38 -0400 Subject: [rt-users] Adding and Deleting CC emails from tickets.... Message-ID: Hello Again, One other separate but related question regarding incoming RT emails. I have ParseNewMessageForTicketCcs set to true; which allows me to have a ticket come in via email and the CC addresses are "bound" to the ticket. Any subsequent emails, either adding additional CC emails or removing CC emails doesn't update in a similar fashion. I am pretty sure someone has wanted to do this, is there a way to pull it off, basically extend the ParseNewMessageForTicketCcs past initial ticket creation? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From ggavin at orange.us Wed Jun 1 14:40:13 2005 From: ggavin at orange.us (Gregg Gavin) Date: Wed, 1 Jun 2005 14:40:13 -0400 Subject: [rt-users] Avoiding duplicate emails..... Message-ID: Hello, My apologies if this has been addressed in a previous post. I'm running an installation with 3.4.1. I have a problem with external emails going into RT becoming duplicated when someone does a reply-all. I have a scrip that sends to requestors and CC's on Correspond, so if my customer replies to a previous ticket-update the CC person gets two emails: One from the customer (sent directly to him), and one back from RT (via the scrip). Since both of these say essentially the same thing, is there any way to make RT smart enough to realize "hey, looks like this CC already got this email, no need to send it again", or is it an all or nothing sort of deal? -------------- next part -------------- An HTML attachment was scrubbed... URL: From kwhite at telsource.com Wed Jun 1 14:57:44 2005 From: kwhite at telsource.com (Kevin White) Date: Wed, 01 Jun 2005 14:57:44 -0400 Subject: [rt-users] Setting new ticket Priority: $self->setPriority doesn't work Message-ID: <429E0528.5050603@telsource.com> I'm trying to set a new, incoming ticket's priority based on a line in the actual body of the ticket that looks something like this: Priority: 75 It appears to me that if I could get that line in the HEADER of the message, then it might get set automatically. But I can't...the thing sending the e-mail is a little limited as to what it can do. So I've made a custom Scrip action and modeled it after some other Scrip actions I found on the Wiki. Sadly, it doesn't work. Here's the code: sub ExtractBuiltinFieldValues { my $self = shift; $RT::Logger->debug("In ExtractBuiltinFieldValues"); my $AttachObj = $self->TransactionObj->Attachments->First; # go out if content is not text! unless( $AttachObj->ContentType =~ /^text/ ) { return 1; } my $content = $AttachObj->Content; if( $content =~ m/^\QPriority:\E\s*(\S+)\s*$/m ) { $RT::Logger->debug("SetPriority :$1:"); $self->TicketObj->SetPriority( $1 ); } } And here's where the errors start: [Wed Jun 1 18:36:38 2005] [debug]: SetPriority :75: (/var/www/html/rt3/lib/RT/Action/ExtractAndNotifyJabber.pm:122) [Wed Jun 1 18:36:38 2005] [warning]: DBD::Pg::st execute failed: ERROR: invalid input syntax for integer: "Priority" at /usr/lib/perl5/site_ perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. >From then on there's just a cascade of errors, as the rest of the queries don't work. I'm open for suggestions on a better way to do this. It has occurred to me as I write this that called "SetPriority" invokes all the DBIx and actually tries to update the ticket in the table, but at this early state, the ticket might not actually EXIST in the table yet, causing this failure. Is that it? Should I be using something other than SetPriority? Thanks, Kevin ******************************************************************************* This communication may contain privileged and/or confidential information. It is intended solely for the use of the addressee. If you are not the intended recipient, you are strictly prohibited from disclosing, copying, distributing or using any of this information. If you received this communication in error, please contact the sender immediately and destroy the material in its entirety, whether electronic or hard copy. You may not directly or indirectly reuse or redisclose such information for any purpose other than to provide the services for which you are receiving the information. Telsource Corporation 8237 Dow Cir, Strongsville, OH 44136 ******************************************************************************* From Iris.Brookes at tdsecurities.com Wed Jun 1 14:57:33 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Wed, 1 Jun 2005 14:57:33 -0400 Subject: [rt-users] moving a ticket from queue to queue Message-ID: I'm new to RT and would like some help. I'm using RT3.4.1 on Solaris. I have 4 queues ..... issues, development, testing and implementation. I would like to have notification when a ticket moves from queue to queue. I have created the corresponding 4 groups and 3 templates (development, testing, implementation). Here is the code for the development template: Subject: Ticket in Development Queue with status: {$Transaction->NewValue} {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Please take note that the above ticket is now in the development queue and should be looked at immediately. {$Transaction->Content()} I have also created 3 scrips (development, testing, implementation). The scrip for the development queue is as follow: Condition: On Queue Change Action: Notify AdminCcs Template: (the above template) Stage: TransactionCreate I tried moving a ticket from queue to queue but could not get any email other than the original when the ticket was created. Can anyone help me please? Thanks in advance. Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From vicki at progeny.com Wed Jun 1 15:42:36 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Wed, 01 Jun 2005 14:42:36 -0500 Subject: [rt-users] How to upgrade a db on a remote box. Message-ID: <429E0FAC.2000901@progeny.com> How does one migrate a database as in the README file if the database is on a separate server? Would I actually have to install RT on the database box? I am not doing this, but I was curious and didn't see the answer in the README or a google search. Vicki From dsalensky at servervault.com Wed Jun 1 16:32:35 2005 From: dsalensky at servervault.com (Salensky, Don) Date: Wed, 1 Jun 2005 16:32:35 -0400 Subject: [rt-users] How to upgrade a db on a remote box. Message-ID: If you're migrating from the same version of RT and MySQL, I would think you could just do a mysqldump then import it into an empty database on the new box. Don dsalensky at servervault.com -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vicki Stanfield Sent: Wednesday, June 01, 2005 15:43 PM To: 'RT users' Subject: [rt-users] How to upgrade a db on a remote box. How does one migrate a database as in the README file if the database is on a separate server? Would I actually have to install RT on the database box? I am not doing this, but I was curious and didn't see the answer in the README or a google search. Vicki From vicki at progeny.com Wed Jun 1 16:49:26 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Wed, 01 Jun 2005 15:49:26 -0500 Subject: [rt-users] How to upgrade a db on a remote box. In-Reply-To: References: Message-ID: <429E1F56.5090003@progeny.com> Salensky, Don wrote: >If you're migrating from the same version of RT and MySQL, I would think >you could just do a mysqldump then import it into an empty database on >the new box. > >Don >dsalensky at servervault.com > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vicki >Stanfield >Sent: Wednesday, June 01, 2005 15:43 PM >To: 'RT users' >Subject: [rt-users] How to upgrade a db on a remote box. > >How does one migrate a database as in the README file if the database is >on a separate server? Would I actually have to install RT on the >database box? I am not doing this, but I was curious and didn't see the >answer in the README or a google search. > >Vicki >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Unfortunately, I was going from 3.0.0 to 3.4.1. The migration was definitely required. As I was going through the steps, however, I began to wonder what would happen if the database was on another machine. I didn't see an option for specifying a different database name nor a different server unless they are being taken from the RT_SiteConfig.pm file. Vicki From MarkRoedel at letu.edu Wed Jun 1 18:54:51 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 1 Jun 2005 17:54:51 -0500 Subject: [rt-users] RE: [Rt-devel] moving a ticket from queue to queue Message-ID: <434FADD5590FE344A09C7D7062F7FC4ABD99EE@RACHAEL-NEW.letnet.net> How is $NotifyActor set in your configs? (By default, RT won't notify you about things you did, on the principle that if you did it you probably don't need to be told that it happened.) -- Mark Roedel Web Programmer / Analyst LeTourneau University ________________________________ From: rt-devel-bounces at lists.bestpractical.com [mailto:rt-devel-bounces at lists.bestpractical.com] On Behalf Of Brookes, Iris Sent: Wednesday, June 01, 2005 1:58 PM To: rt-users at lists.bestpractical.com; rt-devel at lists.bestpractical.com Subject: [Rt-devel] moving a ticket from queue to queue Importance: High I'm new to RT and would like some help. I'm using RT3.4.1 on Solaris. I have 4 queues ..... issues, development, testing and implementation. I would like to have notification when a ticket moves from queue to queue. I have created the corresponding 4 groups and 3 templates (development, testing, implementation). Here is the code for the development template: Subject: Ticket in Development Queue with status: {$Transaction->NewValue} {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Please take note that the above ticket is now in the development queue and should be looked at immediately. {$Transaction->Content()} I have also created 3 scrips (development, testing, implementation). The scrip for the development queue is as follow: Condition: On Queue Change Action: Notify AdminCcs Template: (the above template) Stage: TransactionCreate I tried moving a ticket from queue to queue but could not get any email other than the original when the ticket was created. Can anyone help me please? Thanks in advance. Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From oliveaddict at gmail.com Wed Jun 1 18:48:58 2005 From: oliveaddict at gmail.com (OliveAddict) Date: Wed, 1 Jun 2005 15:48:58 -0700 Subject: [rt-users] LDAP Overlay and 3.4.2 Message-ID: Has anyone tested Mosemann's LDAP/SMB overlay with RT-3.4.2? Thanks From oliveaddict at gmail.com Wed Jun 1 20:21:17 2005 From: oliveaddict at gmail.com (OliveAddict) Date: Wed, 1 Jun 2005 17:21:17 -0700 Subject: [rt-users] LDAP_Overlay Questions Message-ID: Hello Stevo, For Active Directory, have you tried setting...? 'RealName' => 'displayName', I am having problems getting the LDAP Overlay from Mosemann to work with AD on Windows 2003. I am able to get ldapsearch working with these settings. I can also get the sample script in Authen::Smb's man page working. Unfortunately, RT will not authenticate with LDAP or SMB. Since I prefer to get LDAP working, here are those settings.... $LdapServer="foobar.mydomain.com"; # replaced real domain with mydomain $LdapUser="Bind LDAP"; # works w/ ldapsearch command $LdapPass="secret"; $LdapBase="cn=Users,dc=mydomain,dc=com"; $LdapUidAttr="sAMAccountName"; # is this right? $LdapFilter="(objectclass=user)"; # works with ldapsearch $LdapMap = { 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'displayName', # works? }; ----- Original Message ----- List: rt-users Subject: Re: [rt-users] LDAP_Overlay Questions From: "Stevo" Date: 2005-05-26 20:56:36 Message-ID: <00f101c56235$6835c430$6750230a () omneon ! local> [Download message RAW] Perfect - thanks Iris... Now onto the harder question below (#1). Does anyone have experience with this?? I checked my RT_SiteConfig file and I have the following mappings in place: $LdapMap = { # map LDAP attributes to RT3 # 'RT user paramater' => 'LDAP entry', 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'cn', }; But I'm not getting the EmailAddress or RealName mapping over... just the username! Any ideas? -Steve ----- Original Message ----- From: Brookes, Iris To: Stevo Sent: Thursday, May 26, 2005 1:51 PM Subject: RE: [rt-users] LDAP_Overlay Questions You can set the user to super user thur Configuration ==> Global ==> User Rights Regards, Iris Brookes -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stevo Sent: Thursday, May 26, 2005 4:24 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] LDAP_Overlay Questions Hi All, I have a brand spanking new install of RT 3.4.2 and have the ldap_overlay authenticating against my AD controllers and can log into RT's web interface just fine (using my AD creds). I do,however, have a couple of issues to nut out: 1) When the account is auto-created (from the user logging in via the web interface), the email address of the AD user is not populated into RT. Is there a way to do this automatically? The next step is to use the mailgate to enable email, but I wanted to make sure the web side was working first. 2) If a user is auto-created using the web interface and I check the box in their account that "Lets this user be granted rights", when the user logs in, they don't have super-user rights like the root user does. Like they can't see the queue (just the default general one that's created), nor can they see the configuration tab. Is there a way to make that user a super-user like the root account? Thanks for your help -Stevo From tim_wilson at hopkins.k12.mn.us Wed Jun 1 21:51:35 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Wed, 1 Jun 2005 20:51:35 -0500 Subject: [rt-users] RT workflow analysis [long] Message-ID: Hi everyone, We have been using RT for a little over a year now (recently upgraded to 3.4.1 on Debian with PostgreSQL and mod_perl) and it has become an integral part of the tech support infrastructure in our entire school district. As we have learned more about what RT can do we've found new applications for it. There are two applications that are of particular interest, and I would appreciate it if any of the RT gurus on this list had time to look over the following and comment. While the specifics may be unique to our organization, I'm sure that the general principles would be of interest to many RT users and admins. (I would be happy to summarize whatever comments are made in the wiki.) So if you'll pardon the lengthy post, here we go: I. Reflecting organizational workflow in RT queues Our tech support organization is multi-tiered. We have at least one tech support person in each of our 10 schools (9,000 students total and almost 3,000 computers), a district IT office, and a district repair facility. A typical tech support issue involving our repair facility might look like this: 1. Teacher identifies tech problem (creates initial RT ticket in building queue) 2. Building-level tech support evaluates (comments or replies via RT) 3. Building tech decides it's a district issue (moves ticket to district IT office queue) 4. District IT determines that the computer needs repair (moves ticket to repair queue) 5. Repair is made (queue-specific custom fields are filled in with information about the type of repair that was made) 6. Repair tech moves ticket back to building queue after completion of repair 7. Building tech closes ticket Questions: * Is it wise to mimic your organizational workflow in the configuration of RT queues? We haven't had any apparent problem with this, but maybe there's a better way. * Most tech support issues never involve a visit to the repair facility. I don't want to clutter all of the building-level queues with custom fields that are related to a repair, but I also want the building techs to see (but not change) the repair-related custom fields once the equipment is returned to them and the ticket has been moved back into their queue. As far as I can tell, if a custom field doesn't exist in a particular queue, then custom fields that were filled in while the ticket was in a different queue are never visible. It seems like there should be a better way. Suggestions? II. Implementing other business processes In our school district all technology purchasing is supposed to be made centrally through our IT office. Teachers and administrators submit purchase requests throughout the year and often forget to consult with the tech support people to make sure that they are ordering the right version of software for the right platform with the right number of licenses, etc. We think that we can use RT as a part of the ordering process and prevent this problem. Our proposed solution looks like this: 1. Requester submits their technology order to RT via email through a Web form. Key elements of the order (date needed, final destination, etc.) are parsed by RT and included as custom fields. 2. New ticket is created in "order" queue 3. Building-level tech support people are added as watchers on the ticket based on the final destination of the equipment (information acquired via the Web form) 4. Ticket owner (our purchaser) and building techs corresponds with requester about details of the order. This should ensure that the correct equipment is ordered. No surprises! 5. (Optional) Purchase is approved via RT's approval mechanism 6. Order is placed and item is received 7. Purchasing agent closes initial ticket which triggers the creation of a new ticket in the building queue (with original ticket as parent). This allows the building tech to use RT as they deploy the technology and to refer to the original ticket for clarification if needed. 8. Building tech closes the ticket on completion of the deployment. Questions: * Does this sound like a reasonable approach? Would anyone recommend modifications? * What other business processes are good candidates for the RT treatment? (A list of these would be a nice addition to the wiki, I think.) Of course, none of this cool stuff would be possible without RT's excellent design. Hats off to Jesse, the other members of the Best Practical crew, and all of the rest of the RT developers. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 blog: http://technosavvy.org From asheesh at asheesh.org Wed Jun 1 22:17:09 2005 From: asheesh at asheesh.org (Asheesh Laroia) Date: Wed, 01 Jun 2005 22:17:09 -0400 (EDT) Subject: [rt-users] Simple guest access + LDAP Message-ID: I'm trying to set up a ticket tracking system for the ACM student computing group at the Johns Hopkins University. We have our users in an LDAP database (off which we do authentication). I'm aware of the LdapOverlay and AutoCreateFromExternalUserInfo wiki pages. My question is, Is it possible to have anonymous guest access to the RT but also have LDAP integration? Right now, our Bugzilla shows anonymous users the public tickets, but to add inforamtion you must be logged in. I want the same behavior with RT. I'm running this on Debian Sarge (on a dual Alpha 500). Advice would be greatly appreciated. -- Asheesh. -- Never play pool with anyone named "Fats". From klimkin at falkag.com Thu Jun 2 01:49:50 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Thu, 02 Jun 2005 09:49:50 +0400 Subject: [rt-users] How to upgrade a db on a remote box. In-Reply-To: <429E0FAC.2000901@progeny.com> References: <429E0FAC.2000901@progeny.com> Message-ID: <429E9DFE.5040204@falkag.com> Greetings! - Server1 is RT box - Server2 is MySql box 1. Upgrading RT on Server1. 2. Editing RT_SiteConfig ( $DatabaseHost, $DatabasePassword, etc) 3. Running /opt/rt3/sbin/rt-setup-database -action ... -datadir $path_to_src/etc/upgrade/... I think this should work. SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia Vicki Stanfield wrote: > How does one migrate a database as in the README file if the database is > on a separate server? Would I actually have to install RT on the > database box? I am not doing this, but I was curious and didn't see the > answer in the README or a google search. > > 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 luiz at eaprender.com.br Thu Jun 2 08:55:25 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Thu, 02 Jun 2005 09:55:25 -0300 Subject: [rt-users] Scrips issue Message-ID: <429F01BD.8010201@eaprender.com.br> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Im trying to make a scrips where if there is a string 'fechar' in the subject of the mail, it closes the coresponding ticket. Here goes: Description: AutoClose on e-mail reply Condition: On Create Action: User Defined Template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: 1; Custom action cleanup code: my $problem_desc = undef; my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ($subject =~ m/fechar/) { $problem_desc = $2; $RT::Logger->debug("Usuario aprovou a solucao: $problem_desc"); } else { return 1; } my $TicketsObj = RT::Tickets->new($RT::SystemUser); $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); if ($search->Count == 0) { return 1; } my $id = undef; while (my $ticket = $search->Next) { next if $self->TicketObj->Id == $ticket->Id; $id = $ticket->Id; last; } $id || return 1; $self->TicketObj->SetStatus( "resolved" ); 1; But it isnt working. Can anybody help me ??? Regards, - -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) iD8DBQFCnwG9w2cLyMhCqD8RAvQCAJ9tO1oY7PQ+8FHRKSM9i7019kkH3QCeIz8u Oh+ReH375WC2NO/HX+LU/6E= =GF8U -----END PGP SIGNATURE----- From rkagan at yorku.ca Thu Jun 2 09:00:51 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Thu, 2 Jun 2005 09:00:51 -0400 (EDT) Subject: [rt-users] Scrips issue In-Reply-To: <429F01BD.8010201@eaprender.com.br> References: <429F01BD.8010201@eaprender.com.br> Message-ID: HI, I think your problem is your condition. It's not "On Create" that you want. As far as I can tell you're not creating a new ticket. You probably want "On Correspond" or "On Comment" depending on how you setup the alias. Ramon Kagan, GCIA York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Thu, 2 Jun 2005, Luiz Henrique Ozaki wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Im trying to make a scrips where if there is a string 'fechar' in the > subject of the mail, it closes the coresponding ticket. > > Here goes: > Description: AutoClose on e-mail reply > Condition: On Create > Action: User Defined > Template: Blank > Stage: TransactionCreate > > Custom condition: > > Custom action preparation code: > 1; > > Custom action cleanup code: > my $problem_desc = undef; > > my $Transaction = $self->TransactionObj; > my $subject = $Transaction->Attachments->First->GetHeader('Subject'); > if ($subject =~ m/fechar/) { > $problem_desc = $2; > > $RT::Logger->debug("Usuario aprovou a solucao: $problem_desc"); > } else { > return 1; > } > > my $TicketsObj = RT::Tickets->new($RT::SystemUser); > $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR > => 'or'); > $search->LimitStatus(VALUE => 'open', OPERATOR => '='); > > if ($search->Count == 0) { return 1; } > my $id = undef; > while (my $ticket = $search->Next) { > > next if $self->TicketObj->Id == $ticket->Id; > $id = $ticket->Id; > last; > } > > $id || return 1; > $self->TicketObj->SetStatus( "resolved" ); > 1; > > But it isnt working. Can anybody help me ??? > > Regards, > > - -- > []'s > Luiz Henrique Ozaki > 0xC842A83F KEYID > > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (MingW32) > > iD8DBQFCnwG9w2cLyMhCqD8RAvQCAJ9tO1oY7PQ+8FHRKSM9i7019kkH3QCeIz8u > Oh+ReH375WC2NO/HX+LU/6E= > =GF8U > -----END PGP SIGNATURE----- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From luiz at eaprender.com.br Thu Jun 2 09:10:31 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Thu, 02 Jun 2005 10:10:31 -0300 Subject: [rt-users] Scrips issue In-Reply-To: References: <429F01BD.8010201@eaprender.com.br> Message-ID: <429F0547.4090204@eaprender.com.br> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Ramon Kagan wrote: > HI, > > I think your problem is your condition. It's not "On Create" that > you want. As far as I can tell you're not creating a new ticket. > You probably want "On Correspond" or "On Comment" depending on how > you setup the alias. > > Ramon Kagan, GCIA York University, Computing and Network Services > Information Security - Senior Information Security Analyst > (416)736-2100 #20263 rkagan at yorku.ca > > ----------------------------------- > ------------------------------------ I have not failed. I have > just I don't know the secret to success, found 10,000 ways > that don't work. but the secret to failure is trying to please > everybody. - Thomas Edison - Bill Cosby > ----------------------------------- > ------------------------------------ I changed it but it didnt work either... Regards, - -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) iD8DBQFCnwVGw2cLyMhCqD8RAryOAKCRCQzrd5F9Sc4PVhq2cKx6jnzsPgCggPyi QprBFpXU34NFCvP9ysBl9C8= =rYnz -----END PGP SIGNATURE----- -------------- next part -------------- An HTML attachment was scrubbed... URL: From vicki at progeny.com Thu Jun 2 10:16:48 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 02 Jun 2005 09:16:48 -0500 Subject: [rt-users] How to upgrade a db on a remote box. In-Reply-To: <429E9DFE.5040204@falkag.com> References: <429E0FAC.2000901@progeny.com> <429E9DFE.5040204@falkag.com> Message-ID: <429F14D0.90707@progeny.com> Danial Klimkin wrote: > Greetings! > > > - Server1 is RT box > - Server2 is MySql box > > 1. Upgrading RT on Server1. > 2. Editing RT_SiteConfig ( $DatabaseHost, $DatabasePassword, etc) > 3. Running /opt/rt3/sbin/rt-setup-database -action ... > -datadir $path_to_src/etc/upgrade/... > > I think this should work. > > > SY, Danial. So, you are saying that the migration scripts do use the settings in RT_SiteConfig.pm then. Okay, that was the only way I could see that it could work. Thanks. Vicki From luiz at eaprender.com.br Thu Jun 2 13:33:30 2005 From: luiz at eaprender.com.br (Luiz Henrique Ozaki) Date: Thu, 02 Jun 2005 14:33:30 -0300 Subject: [rt-users] Scrips issue In-Reply-To: <429F323A.7010807@eaprender.com.br> References: <429F01BD.8010201@eaprender.com.br> <429F0547.4090204@eaprender.com.br> <429F323A.7010807@eaprender.com.br> Message-ID: <429F42EA.40905@eaprender.com.br> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've got it !! Enanbling the debug ive got the error. Here goes: Description: AutoClose on e-mail reply with a determinated string in the Subject Condition: On Create Action: User Defined Template: Blank Stage: TransactionCreate Custom condition: Custom action preparation code: 1; Custom action cleanup code: my $problem_desc = undef; my $Transaction = $self->TransactionObj; my $subject = $Transaction->Attachments->First->GetHeader('Subject'); if ($subject =~ m/fechar/) { $problem_desc = $2; $RT::Logger->debug("Usuario aprovou a solucao: $problem_desc"); } else { return 1; } my $search = RT::Tickets->new($RT::SystemUser); $search->LimitQueue(VALUE => 'General'); $search->LimitStatus(VALUE => 'new', OPERATOR => '=', ENTRYAGGREGATOR => 'or'); $search->LimitStatus(VALUE => 'open', OPERATOR => '='); if ($search->Count == 0) { return 1; } my $id = undef; while (my $ticket = $search->Next) { next if $self->TicketObj->Id == $ticket->Id; $id = $ticket->Id; last; } $id || return 1; $self->TicketObj->SetStatus( "resolved" ); 1; Now I have another problem. How Can I make a unique mail to correspond to all the queues ?? - -- []'s Luiz Henrique Ozaki 0xC842A83F KEYID -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) iD8DBQFCn0Lqw2cLyMhCqD8RAiH7AKCc5tByWsgIlh1hSpu99v2JTlw4PQCgyJAY 7APuIJy6ThLdsDBE5+/GEi8= =YqdM -----END PGP SIGNATURE----- From vicki at progeny.com Thu Jun 2 14:22:48 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 02 Jun 2005 13:22:48 -0500 Subject: [rt-users] CC's not working. In-Reply-To: <4295E127.7040507@progeny.com> References: <4295E127.7040507@progeny.com> Message-ID: <429F4E78.9000208@progeny.com> I still have the problem with mail not going out from RT. I get incoming mails, but any outgoing mail seems to not happen. When I create a new ticket in the general queue and set an address to be CC'ed, the following lines get written to the rt machine's mail log: Jun 2 13:11:38 moe sendmail[29743]: j52IBcUO029743: from=nobody, size=861, class=-60, nrcpts=0, msgid=, relay=nobody at localhost Jun 2 13:11:38 moe sendmail[29744]: j52IBcJY029744: from=nobody, size=1169, class=-60, nrcpts=0, msgid=, relay=nobody at localhost Jun 2 13:11:38 moe sendmail[29745]: j52IBc8G029745: from=nobody, size=1169, class=-60, nrcpts=0, msgid=, relay=nobody at localhost Nothing is written to the mail log on our mail server though. Do these lines look like what the RT machine mail log should have in it? I am beginning to suspect that there is something misconfigured in sendmail on the RT machine. Most of our systems use Postfix these days, so my sendmail skills are a bit rusty. Any help on this would be greately appeciated. Vicki From rt at vtwireless.com Thu Jun 2 14:57:34 2005 From: rt at vtwireless.com (Stan) Date: Thu, 02 Jun 2005 14:57:34 -0400 Subject: [rt-users] HTMLAREA patch? Message-ID: <429F569E.7050803@vtwireless.com> Does anyone have a patch that will replace the RT editor with HTMLArea? http://www.dynarch.com/projects/htmlarea/ Thanks, Stan From mcoakley at managedbusiness.com Thu Jun 2 14:45:54 2005 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Thu, 02 Jun 2005 14:45:54 -0400 Subject: [rt-users] RT 3.4.2 and Transaction Custom Fields Problem Message-ID: I'm having a problem with RT 3.4.2 and using Transaction Custom Fields. We are trying to use RT to track our time on installations and support requests. The first phase of this will be to have each person enter their time worked, billable time, travel time and travel mileage per transaction on a ticket. Having the fields appear on each transaction and editable by each user is not a problem. The problem is that after the initial create transaction (if done through the web interface) the only value that is actually saved is the first Transaction Custom Field. Here is an example: Create Transaction: [RT Defined] Worked: 0 {entered} / 0 {saved} [Transaction Custom Field] Billable Time: 15 {entered} / 15 {saved} Travel Time: 20 {entered} / 20 {saved} Travel Mileage: 15 {entered} / 15 {saved} Transaction #2 [RT Defined] Worked: 30 {entered} / 30 {saved} [Transaction Custom Field] Billable Time: 30 {entered} / 30 {saved} Travel Time: 35 {entered} / 1 {saved} Travel Mileage: 20 {entered} / 1 {saved} Transaction #3 [RT Defined] Worked: 25 {entered} / 25 {saved} [Transaction Custom Field] Billable Time: 15 {entered} / 15 {saved} Travel Time: 20 {entered} / 1 {saved} Travel Mileage: 15 {entered} / 1 {saved} In the above example the value "25 {entered} / 25 {saved}" represents that the value of 25 was typed into the field and RT saved the value of 25. Anyone have any ideas why this is happening? Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 eFax - 425-790-6641 From bestpractical at daley.snurgle.org Thu Jun 2 15:26:04 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 2 Jun 2005 15:26:04 -0400 (EDT) Subject: [rt-users] HTMLAREA patch? In-Reply-To: <429F569E.7050803@vtwireless.com> References: <429F569E.7050803@vtwireless.com> Message-ID: You probably don't want to do that. I am on another project that is migrating away from htmlarea to xinha. I have stayed out of most of it, but apparently htmlarea has lots of problems that you have to modify to make it work right, and the authors recently changed the license to be something not so nice. I guess xinha is a branch prior to the license change. On Thu, 2 Jun 2005, Stan wrote: > Does anyone have a patch that will replace the RT editor with HTMLArea? > > http://www.dynarch.com/projects/htmlarea/ > > Thanks, > Stan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From rt at vtwireless.com Thu Jun 2 15:35:57 2005 From: rt at vtwireless.com (Stan) Date: Thu, 02 Jun 2005 15:35:57 -0400 Subject: [rt-users] HTMLAREA patch? In-Reply-To: References: <429F569E.7050803@vtwireless.com> Message-ID: <429F5F9D.5070606@vtwireless.com> Jon, Thanks for the update! I really want an (inline?) spell checker. Stan Jon Daley wrote: > You probably don't want to do that. I am on another project that > is migrating away from htmlarea to xinha. I have stayed out of most > of it, but apparently htmlarea has lots of problems that you have to > modify to make it work right, and the authors recently changed the > license to be something not so nice. I guess xinha is a branch prior > to the license change. > > On Thu, 2 Jun 2005, Stan wrote: > >> Does anyone have a patch that will replace the RT editor with HTMLArea? >> >> http://www.dynarch.com/projects/htmlarea/ >> From cdevers at pobox.com Thu Jun 2 15:45:11 2005 From: cdevers at pobox.com (Chris Devers) Date: Thu, 2 Jun 2005 15:45:11 -0400 (EDT) Subject: [rt-users] HTMLAREA patch? In-Reply-To: <429F5F9D.5070606@vtwireless.com> References: <429F569E.7050803@vtwireless.com> <429F5F9D.5070606@vtwireless.com> Message-ID: On Thu, 2 Jun 2005, Stan wrote: > I really want an (inline?) spell checker. So use a browser that will let you use one. Here's two for Firefox / Mozilla / Gecko / etc: SpellBound is a port of the spellchecker code and user interface from the Mozilla Suite's Composer that enables spell checking in web forms such as html textarea / input elements (html input password elements are not checked by SpellBound) and rich text form elements. This allows you to spell check forms (e.g. message board posts, blog entries, wysiwyg, etc.) before submitting them when using your Mozilla Firefox or Mozilla Suite browser. This is the Mozilla spellchecker project, which adds spell checking ability to the Mozilla Composer and the Mozilla Mail message composition window. It uses the MySpell spell checking engine (also used in OpenOffice.org) Admittedly, the latter sounds less useful than the former, but then I'm just citing the first two hits I got from a Google search for "mozilla spell check"; a longer search would include others as well. On OSX, the system can do spell checking on all text fields, so you don't need an separate plugin for this functionality, but from your headers you seem to be using Windows, so that may not help you. I'm not aware of an equivalent way to get Windows to do this, so in your case the plugin to *zilla is probably the easiest approach. -- Chris Devers From vicki at progeny.com Thu Jun 2 15:53:41 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 02 Jun 2005 14:53:41 -0500 Subject: [rt-users] outgoing mail not working [was CC's not working.] In-Reply-To: <429F4E78.9000208@progeny.com> References: <4295E127.7040507@progeny.com> <429F4E78.9000208@progeny.com> Message-ID: <429F63C5.1020504@progeny.com> Vicki Stanfield wrote: > I still have the problem with mail not going out from RT. I get > incoming mails, but any outgoing mail seems to not happen. When I > create a new ticket in the general queue and set an address to be > CC'ed, the following lines get written to the rt machine's mail log: > > Jun 2 13:11:38 moe sendmail[29743]: j52IBcUO029743: from=nobody, > size=861, class=-60, nrcpts=0, > msgid=, > relay=nobody at localhost > Jun 2 13:11:38 moe sendmail[29744]: j52IBcJY029744: from=nobody, > size=1169, class=-60, nrcpts=0, > msgid=, > relay=nobody at localhost > Jun 2 13:11:38 moe sendmail[29745]: j52IBc8G029745: from=nobody, > size=1169, class=-60, nrcpts=0, > msgid=, > relay=nobody at localhost > > Nothing is written to the mail log on our mail server though. Do these > lines look like what the RT machine mail log should have in it? I am > beginning to suspect that there is something misconfigured in sendmail > on the RT machine. Most of our systems use Postfix these days, so my > sendmail skills are a bit rusty. Any help on this would be greately > appeciated. > > Vicki > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com Well, now I have switched that machine over to Postfix, and the problem persists, so I am running out of ideas. Is it bad form to post my RT_SiteConfig.pm (with the password blocked out of course)? I have been beating my head against this problem for far too long. Vicki From vicki at progeny.com Thu Jun 2 18:00:00 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 02 Jun 2005 17:00:00 -0500 Subject: [rt-users] outgoing mail not working [was CC's not working.] In-Reply-To: References: Message-ID: <429F8160.6070707@progeny.com> Baxter Shepperson wrote: > So mail is working per se on that machine? It?s not a question of a > mail installation problem but rather an RT config problem? (Sorry, > jumping in late on this) > > > > > > > ------------------------------------------------------------------------ > *From: *Vicki Stanfield > *Date: *Thu, 2 Jun 2005 13:31:32 -0700 > *To: *Baxter Shepperson > *Subject: *Re: [rt-users] outgoing mail not working [was CC's not > working.] > > Baxter Shepperson wrote: > >>I assume you send mail from the command line otherwise? >> >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com > >>To: 'rt-users at lists.bestpractical.com' >>Sent: Thu Jun 02 12:53:41 2005 >>Subject: Re: [rt-users] outgoing mail not working [was CC's not working.] >> >>Vicki Stanfield wrote: >> >> >> >>>I still have the problem with mail not going out from RT. I get >>>incoming mails, but any outgoing mail seems to not happen. When I >>>create a new ticket in the general queue and set an address to be >>>CC'ed, the following lines get written to the rt machine's mail log: >>> >>>Jun 2 13:11:38 moe sendmail[29743]: j52IBcUO029743: from=nobody, >>>size=861, class=-60, nrcpts=0, >>>msgid=, >>>relay=nobody at localhost >>>Jun 2 13:11:38 moe sendmail[29744]: j52IBcJY029744: from=nobody, >>>size=1169, class=-60, nrcpts=0, >>>msgid=, >>>relay=nobody at localhost >>>Jun 2 13:11:38 moe sendmail[29745]: j52IBc8G029745: from=nobody, >>>size=1169, class=-60, nrcpts=0, >>>msgid=, >>>relay=nobody at localhost >>> >>>Nothing is written to the mail log on our mail server though. Do these >>>lines look like what the RT machine mail log should have in it? I am >>>beginning to suspect that there is something misconfigured in sendmail >>>on the RT machine. Most of our systems use Postfix these days, so my >>>sendmail skills are a bit rusty. Any help on this would be greately >>>appeciated. >>> >>>Vicki >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> >> >>Well, now I have switched that machine over to Postfix, and the problem >>persists, so I am running out of ideas. Is it bad form to post my >>RT_SiteConfig.pm (with the password blocked out of course)? I have been >>beating my head against this problem for far too long. >> >>Vicki >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> > Yes, I am now pretty sure the problem has to do with relaying. I want > this machine to be the MDA for rt at progeny.com, and all of the other > queue at progeny.com addresses but not for username at progeny.com, right? It > seems that this machine doesn't know that it needs to handle all the rt > mail. > > Vicki > It is fixed now. Strange thing is that I only toggled a value that I had toggled before. Now I try either setting, and it seems to work. Gremlins! Vicki From tsuter at cait.org Thu Jun 2 15:53:59 2005 From: tsuter at cait.org (Tim Suter) Date: Thu, 02 Jun 2005 14:53:59 -0500 Subject: [rt-users] authzldap and user population Message-ID: <1117742039.9636.2.camel@localhost.localdomain> I have a certain amount of users that I want to log in that are in the sysadmin group of an ldap server. Is there a way to get rt3 populated with these users without having to manually add them as an administrator? Thanks, Tim From vicki at progeny.com Thu Jun 2 16:39:26 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 02 Jun 2005 15:39:26 -0500 Subject: [rt-users] outgoing mail not working [was CC's not working.] In-Reply-To: References: Message-ID: <429F6E7E.40903@progeny.com> Baxter Shepperson wrote: > So mail is working per se on that machine? It?s not a question of a > mail installation problem but rather an RT config problem? (Sorry, > jumping in late on this) > > Well, if I go to the command line and type "cat /etc/aliases | /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://tickets.progeny.com/", a ticket is created with the aliases file in it. If I do this from another machine, that works too. But if I try to reply to an existing ticket that has CC addresses in it, no one gets the email. If I create a comment for an existing ticket, no one gets the email. I can't really see how that could be a mail configuration problem, but I am at a loss. Vicki From age at trackwell.com Thu Jun 2 18:48:14 2005 From: age at trackwell.com (Arnar Gestsson) Date: Thu, 02 Jun 2005 22:48:14 +0000 Subject: [rt-users] Change encoding in subjects Message-ID: <1117752494.6385.32.camel@localhost.localdomain> Hi, I'm using rt 3.0.10 and get UTF8 encoding on strings in subject field, I would like to change that to ISO-8859-1. Can anyone help me out here? BR. Arnar -- Arnar Gestsson Trackwell Software -------------- next part -------------- An HTML attachment was scrubbed... URL: From dkettmann at netlogic.net Thu Jun 2 20:15:19 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Thu, 2 Jun 2005 19:15:19 -0500 Subject: [rt-users] Creating a Quick Comment Field Message-ID: Hey all, I am trying to modify /Ticket/Display.html in a way that right above the History, it shows a textbox that you can do a 'Quick Comment' in. Here is the code I have so far... <& /Elements/TitleBoxStart, title => loc("Quick Comment on Ticket #[_1]", $TicketObj->Id) &>
<& /Elements/TitleBoxEnd &> The only thing I am having trouble with is getting the ticket ID into a hidden field. I have tried many things but always get an error that looks like.. error: could not find component for path '52' context: ... 62: 63:
65: 66: 67: 68: 69: ... code stack: /opt/rt3/local/html/Ticket/Display.html:66 /opt/rt3/share/html/autohandler:215 I know this should be a simple thing, but I am very new to modifying RT. A month ago or so I ran across a document that was a detailed 'howto' on modifying this stuff and how to insert code. I keep thinking it was running perldoc on a component of RT but I cant remember. If anyone knows a good detailed guide on modifying RT I would appreciate a link. Thanks, Dave Kettmann NetLogic 314-266-4000 From dkettmann at netlogic.net Thu Jun 2 20:09:29 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Thu, 2 Jun 2005 19:09:29 -0500 Subject: [rt-users] Creating a Quick Comment field Message-ID: Hey all, I am trying to modify /Ticket/Display.html in a way that right above the History, it shows a textbox that you can do a 'Quick Comment' in. Here is the code I have so far... <& /Elements/TitleBoxStart, title => loc("Quick Comment on Ticket #[_1]", $TicketObj->Id) &> <& /Elements/TitleBoxEnd &> From michael at halligan.org Thu Jun 2 21:47:37 2005 From: michael at halligan.org (Michael T. Halligan) Date: Thu, 02 Jun 2005 18:47:37 -0700 Subject: [rt-users] RT with RHEL4 Message-ID: <429FB6B9.1090807@halligan.org> Has anybody had any luck with RHEL4 & RT? I've only setup RT with Debian, where it's just somewhat plug & play. with RHEL4 I'm not having so much luck. using CPAN to install all of the requisite perl modules has left me in a state of perl-module version purgatory, especially with MIME::Entity and Test::WWW:Mechanize .. Is there a special magic to this installation? ------------------- BitPusher, LLC http://www.bitpusher.com/ 1.888.9PUSHER (415) 724.7998 - Mobile From baxter at cerebra.com Thu Jun 2 21:58:19 2005 From: baxter at cerebra.com (Baxter Shepperson) Date: Thu, 02 Jun 2005 18:58:19 -0700 Subject: [rt-users] RT with RHEL4 In-Reply-To: <429FB6B9.1090807@halligan.org> Message-ID: Yep, ran into the same problem with Fedora Core 3. Can?t remember off the top of my head but essentially there?s 2 ways of installing CPAN modules and you need to use the one not mentioned on the install guide on Wiki. Baxter Shepperson Network Administrator www.cerebra.com baxter at cerebra.com Cell 760-812-0191 From: "Michael T. Halligan" Date: Thu, 2 Jun 2005 18:47:37 -0700 To: Subject: [rt-users] RT with RHEL4 Has anybody had any luck with RHEL4 & RT? I've only setup RT with Debian, where it's just somewhat plug & play. with RHEL4 I'm not having so much luck. using CPAN to install all of the requisite perl modules has left me in a state of perl-module version purgatory, especially with MIME::Entity and Test::WWW:Mechanize .. Is there a special magic to this installation? ------------------- BitPusher, LLC http://www.bitpusher.com/ 1.888.9PUSHER (415) 724.7998 - Mobile _______________________________________________ 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 seph at directionless.org Thu Jun 2 22:35:16 2005 From: seph at directionless.org (seph) Date: Thu, 02 Jun 2005 22:35:16 -0400 Subject: [rt-users] Re: RT with RHEL4 In-Reply-To: <429FB6B9.1090807@halligan.org> (Michael T. Halligan's message of "Thu, 02 Jun 2005 18:47:37 -0700") References: <429FB6B9.1090807@halligan.org> Message-ID: > Has anybody had any luck with RHEL4 & RT? I've only setup RT with > Debian, where it's just somewhat plug & play. with RHEL4 I'm not > having so much luck. using CPAN to install all of the requisite > perl modules has left me in a state of perl-module version purgatory I usually just install a perl into /opt/perl, where it can do whatever it likes and not have to play nice with the versioned OS one. cpan and package management just don't play well together. seph From todd at chaka.net Thu Jun 2 22:16:35 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 2 Jun 2005 22:16:35 -0400 Subject: [rt-users] Creating a Quick Comment field In-Reply-To: References: Message-ID: <20050603021635.GC3051@chaka.net> On Thu, Jun 02, 2005 at 07:09:29PM -0500, Dave Kettmann wrote: > Hey all, > > I am trying to modify /Ticket/Display.html in a way that right above the History, it shows a textbox that you can do a 'Quick Comment' in. Here is the code I have so far... > > <& /Elements/TitleBoxStart, title => loc("Quick Comment on Ticket #[_1]", $TicketObj->Id) &> > >
METHOD=POST enctype="multipart/form-data"> > > Should be: > > > > > > >
> <& /Elements/TitleBoxEnd &> > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From joby at u.washington.edu Thu Jun 2 23:28:03 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 02 Jun 2005 20:28:03 -0700 Subject: [rt-users] Re: RT with RHEL4 In-Reply-To: References: <429FB6B9.1090807@halligan.org> Message-ID: <429FCE43.20702@u.washington.edu> What options/flags do you use when building your /opt/perl? jbw seph wrote: >>Has anybody had any luck with RHEL4 & RT? I've only setup RT with >>Debian, where it's just somewhat plug & play. with RHEL4 I'm not >>having so much luck. using CPAN to install all of the requisite >>perl modules has left me in a state of perl-module version purgatory > > > I usually just install a perl into /opt/perl, where it can do whatever > it likes and not have to play nice with the versioned OS one. cpan and > package management just don't play well together. > > seph > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From panu at colorplaza.com Fri Jun 3 03:41:37 2005 From: panu at colorplaza.com (Panu) Date: Fri, 03 Jun 2005 09:41:37 +0200 Subject: [rt-users] HTMLAREA patch? In-Reply-To: <20050602220920.F34984D810F@diesel.bestpractical.com> References: <20050602220920.F34984D810F@diesel.bestpractical.com> Message-ID: <42A009B1.8070304@colorplaza.com> > You probably don't want to do that. I am on another project that > is migrating away from htmlarea to xinha. I have stayed out of most of > it, but apparently htmlarea has lots of problems that you have to modify Yes it has some issues, but on my usage (not with RT thou) it's has worked well. > to make it work right, and the authors recently changed the license to be > something not so nice. I guess xinha is a branch prior to the license > change. Hmm, BSD license is "not nice"? :) --- -=:[ Panu ]:=- Make your life easier: http://www.mozilla.org/products/thunderbird/ http://www.xs4all.nl/~hanb/documents/quotingguide.html http://home.in.tum.de/~jain/software/oe-quotefix/ From shin.imai at etimestech.jp Fri Jun 3 04:51:53 2005 From: shin.imai at etimestech.jp (Shin Imai) Date: Fri, 03 Jun 2005 17:51:53 +0900 Subject: [rt-users] can't start httpd Message-ID: <20050603174618.70EC.SHIN.IMAI@etimestech.jp> Hi, I have installed httpd-2.0.54, mod_perl-2.0.0, mysql-4.1.12 and rt-3.4.2 successfully(I think). but I can't start httpd. The error is: [Fri Jun 03 13:41:20 2005] [error] Can't locate object method "server" via package "Apache" at /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 336.\nCompilation failed in require at /usr/local/rt3/lib/RT/Interface/Web/Handler.pm line 149.\nCompilation failed in require at (eval 2) line 1.\n [Fri Jun 03 13:41:20 2005] [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl for server rt3.tyo02.dti:0, exiting... I editted in httpd.conf file as: DocumentRoot /usr/local/rt3/share/html ServerName my. server.name PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Do you have any suggestion? Shin -- Shin Imai From kmoran at servecentric.com Fri Jun 3 07:49:16 2005 From: kmoran at servecentric.com (Kevin Moran) Date: Fri, 3 Jun 2005 12:49:16 +0100 Subject: [rt-users] Pointing to another database Message-ID: Hi all, I am having an issue that rt won't point to a database on another server. Even though I have changed the RT_SiteConfig.pm to use a different db it still seems to be using the old one. I am using RT 3.2.1. Can anyone help? Cheers, Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From bestpractical at daley.snurgle.org Fri Jun 3 08:53:50 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Fri, 3 Jun 2005 08:53:50 -0400 (EDT) Subject: [rt-users] HTMLAREA patch? In-Reply-To: <42A009B1.8070304@colorplaza.com> References: <20050602220920.F34984D810F@diesel.bestpractical.com> <42A009B1.8070304@colorplaza.com> Message-ID: On Fri, 3 Jun 2005, Panu wrote: >> to make it work right, and the authors recently changed the license to be >> something not so nice. I guess xinha is a branch prior to the license >> change. > > Hmm, BSD license is "not nice"? :) I don't exactly understand what happened. This appears to be the original author: http://www.dynarch.com/forums/355 Perhaps Interactive Tools changed something, and then the original author started it back up again? Not sure. From joerg at die-herberts.de Fri Jun 3 08:31:01 2005 From: joerg at die-herberts.de (Joerg Herbert) Date: Fri, 3 Jun 2005 14:31:01 +0200 Subject: [rt-users] Pointing to another database In-Reply-To: References: Message-ID: <20050603123100.GA4321@redhorse.die-herberts.de> On Fri, 3 June 2005 12:49:16 +0100, Kevin Moran wrote: > I am having an issue that rt won't point to a database on another > server. Even though I have changed the RT_SiteConfig.pm to use a > different db it still seems to be using the old one. I am using RT > 3.2.1. Can anyone help? Have you restarted Apache, so that your Config is read in again? Every Time you make a change to your Config you have to restart Apache. CU, Joerg From william at knowmad.com Fri Jun 3 09:34:29 2005 From: william at knowmad.com (William McKee) Date: Fri, 3 Jun 2005 09:34:29 -0400 Subject: [rt-users] can't start httpd In-Reply-To: <20050603174618.70EC.SHIN.IMAI@etimestech.jp> References: <20050603174618.70EC.SHIN.IMAI@etimestech.jp> Message-ID: <20050603133428.GT1383@knowmad.com> On Fri, Jun 03, 2005 at 05:51:53PM +0900, Shin Imai wrote: > I have installed httpd-2.0.54, mod_perl-2.0.0, mysql-4.1.12 and rt-3.4.2 > successfully(I think). > but I can't start httpd. Hi Shin, Glad to see another brave soul trying to run RT under MP2. You'll need to hack some of the Mason libs as well as some of the RT libs to get it working. Just follow the error messages and fix all calls from Apache:: to Apache2:: It took less time than I thought and I haven't seen any problems for the last couple of weeks. Good luck, William -- Knowmad Services Inc. http://www.knowmad.com From rainer at ultra-secure.de Fri Jun 3 10:25:16 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Fri, 03 Jun 2005 16:25:16 +0200 Subject: [rt-users] Pointing to another database In-Reply-To: <20050603123100.GA4321@redhorse.die-herberts.de> References: <20050603123100.GA4321@redhorse.die-herberts.de> Message-ID: <42A0684C.7030502@ultra-secure.de> Joerg Herbert wrote: >On Fri, 3 June 2005 12:49:16 +0100, Kevin Moran wrote: > > > >>I am having an issue that rt won't point to a database on another >>server. Even though I have changed the RT_SiteConfig.pm to use a >>different db it still seems to be using the old one. I am using RT >>3.2.1. Can anyone help? >> >> > >Have you restarted Apache, so that your Config is read in again? Every >Time you make a change to your Config you have to restart Apache. > > I think you've even got to stop && start apache. At least for mod_perl, a simple restart will only work for things not related to mod_perl. Rainer From harrison at itrd.gov Fri Jun 3 10:15:04 2005 From: harrison at itrd.gov (William Harrison) Date: Fri, 3 Jun 2005 10:15:04 -0400 Subject: [rt-users] RT with RHEL4 Message-ID: <01A46D03C041D64798A18E5A14947AC3119517@NCOEXCHANGE.itrd.gov> Are you using FastCGI and MySQL? Should be a cakewalk; just follow the instructions here: http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide ### 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' ### Now install Log::Dispatch: perl -MCPAN -e 'install Log::Dispatch' -WcH -----Original Message----- From: Michael T. Halligan [mailto:michael at halligan.org] Sent: Thu 6/2/2005 9:47 PM To: rt-users at lists.bestpractical.com Cc: Subject: [rt-users] RT with RHEL4 Has anybody had any luck with RHEL4 & RT? I've only setup RT with Debian, where it's just somewhat plug & play. with RHEL4 I'm not having so much luck. using CPAN to install all of the requisite perl modules has left me in a state of perl-module version purgatory, especially with MIME::Entity and Test::WWW:Mechanize .. Is there a special magic to this installation? ------------------- BitPusher, LLC http://www.bitpusher.com/ 1.888.9PUSHER (415) 724.7998 - Mobile _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From prlawrence at Lehigh.EDU Fri Jun 3 10:31:41 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Fri, 03 Jun 2005 10:31:41 -0400 Subject: [rt-users] RT with RHEL4 In-Reply-To: <429FB6B9.1090807@halligan.org> References: <429FB6B9.1090807@halligan.org> Message-ID: <42A069CD.3030105@lehigh.edu> Michael T. Halligan wrote: > Has anybody had any luck with RHEL4 & RT? You bet. Easy as pie. Here's my install notes, heavily based on the wiki: Installing RT on RHEL 4 with FastCGI and MySQL: RHEL4 INSTALL Boot from RHEL4 CD 1 When partitioning, click "Configure advanced boot loader options" add vga=773 (or whatever) to kernal parms Firewall on, allow SSH, HTTP & HTTPS, SMTP SELINUX=disabled Customize software packages to be installed Pick "minimal" set of packages reboot SETUP up2date # rpm --import /usr/share/rhn/RPM-GPG-KEY upgrade all (you'll be prompted to accept rhndefault settings, and for your rhn user info) # up2date -u add needed stuff # up2date \ httpd-devel \ mod_ssl \ mysql \ mysqlclient10 \ mysql-server \ mysql-devel \ gcc \ system-switch-mail \ postfix add stuff I like # up2date \ screen \ rcs \ vim-enhanced Now we switch from Sendmail to Postscript # system-switch-mail start screen (if you like) # screen Install FastCGI... # cd /usr/local/src # 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 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 Do initial configure for apache # cd /etc/httpd/conf # ci -l httpd.conf # vim httpd.conf # rcsdiff httpd.conf =================================================================== RCS file: httpd.conf,v retrieving revision 1.1 diff -r1.1 httpd.conf 189a190 > LoadModule fastcgi_module modules/mod_fastcgi.so Start apache # service httpd start Check Apache logs to make sure fastcgi started - Should see no lines with [error] referencing FastCGI - Should see one line indicating a [notice] and the pid of FastCGI [notice] FastCGI: process manager initialized (pid 3478) # cat /var/log/httpd/error_log If it worked... # ci -u /etc/httpd/conf/httpd.conf NOTE: always check the group ownership and permissions of files after you perform rcs operations on them... I think your effective ID can screw things up, and then you've got to chgrp or whatever. Set apache and mysql to start automatically # chkconfig httpd on # chkconfig mysqld on Turn on MySQL server, set MySQL root password... # service mysqld start # mysqladmin -u root password some_new_password Do initial CPAN setup # cd # perl -MCPAN -e shell Policy on building prerequisites (follow, ask or ignore)? [ask] follow cpan> install Bundle::CPAN cpan> quit 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: # vim /etc/group # grep ^rt /etc/group rt:x:500:apache Confirm selinux is disabled # grep ^SELINUX= /etc/selinux/config SELINUX=disabled Change permissions on /etc/httpd/logs from within $ cd /etc/httpd/logs $ chmod 755 . Install latest RT # cd /usr/local/src # wget http://download.bestpractical.com/pub/rt/release/rt-3.4.2.tar.gz # gunzip rt.tar.gz # tar -xvf rt.tar # cd rt-3.4.2/ 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 NOTE: I chose to skip running the Apache test suite to simplify things. YMMV. Assuming everything is present and it's a go, install and intialize database... # make install 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: # cd /opt/rt3/etc # ci -l RT_SiteConfig.pm # vim RT_SiteConfig.pm # rcsdiff RT_SiteConfig.pm =================================================================== RCS file: RT_SiteConfig.pm,v retrieving revision 1.1 diff -r1.1 RT_SiteConfig.pm 27c27 < Set($rtname , "example.com"); --- > Set($rtname , "rt"); 33c33 < Set($Organization , "example.com"); --- > Set($Organization , "foo.edu"); 66c66 < Set($DatabasePassword , 'rt_pass'); --- > Set($DatabasePassword , 'foo'); 122c122 < Set($ParseNewMessageForTicketCcs , undef); --- > Set($ParseNewMessageForTicketCcs , 1); 127c127 < Set($RTAddressRegexp , '^rt\@example.com$'); --- > Set($RTAddressRegexp , '(?i)rt\.bar\.Foo\.EDU$'); 215c215 < Set($UseFriendlyToLine , 0); --- > Set($UseFriendlyToLine , 1); 274c274 < Set($WebPath , ""); --- > Set($WebPath , "/rt"); 279c279 < Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); --- > Set($WebBaseURL , "http://rt.bar.foo.edu:80"); 303c303 < Set($MessageBoxWrap, "HARD"); --- > Set($MessageBoxWrap, "SOFT"); Initialize Database # cd /usr/local/src/rt-3.4.2 # make initialize-database Now edit your Apache config file some more: # cd /etc/httpd/conf # co -l httpd.conf # vim httpd.conf # rcsdiff httpd.conf =================================================================== RCS file: httpd.conf,v retrieving revision 1.2 diff -r1.2 httpd.conf 1023a1024,1040 > > 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 and test: # service httpd restart Assuming it works: # ci -u /opt/rt3/etc/RT_SiteConfig.pm # ci -u /etc/httpd/conf/httpd.conf Set up SSL cert # cd /etc/httpd/conf # openssl genrsa \ -des3 \ -out ssl.key/rt.bar.foo.edu.key \ 1024 Note the password you used for this key! # openssl req \ -new \ -key ssl.key/rt.bar.foo.edu.key \ -out ssl.csr/rt.bar.foo.edu.csr Self-sign # openssl x509 \ -req \ -in ssl.csr/rt.bar.foo.edu.csr \ -signkey ssl.key/rt.bar.foo.edu.key \ -out ssl.crt/rt.bar.foo.edu.crt Edit ssl.conf... # cd /etc/httpd/conf.d # ci -l ssl.conf # vim ssl.conf Here's the skinny # grep -v ^# ssl.conf | grep -v ^$ LoadModule ssl_module modules/mod_ssl.so Listen 443 AddType application/x-x509-ca-cert .crt AddType application/x-pkcs7-crl .crl SSLPassPhraseDialog builtin SSLSessionCache shmcb:/var/cache/mod_ssl/scache(512000) SSLSessionCacheTimeout 300 SSLMutex default SSLRandomSeed startup file:/dev/urandom 256 SSLRandomSeed connect builtin SSLCryptoDevice builtin DocumentRoot "/opt/rt3/share/html" ServerName rt.bar.foo.edu:443 ErrorLog /var/log/httpd/rt.bar.foo.edu_error CustomLog /var/log/httpd/rt.bar.foo.edu-access_log common LogLevel warn SSLEngine on SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.bar.foo.edu.crt SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.bar.foo.edu.key SSLOptions +StdEnvVars SSLOptions +StdEnvVars SSLOptions +StdEnvVars Options FollowSymLinks ExecCGI AllowOverride None SetEnvIf User-Agent ".*MSIE.*" \ nokeepalive ssl-unclean-shutdown \ downgrade-1.0 force-response-1.0 CustomLog logs/ssl_request_log \ "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ AddDefaultCharset UTF-8 # cd /etc/httpd/conf # co -l httpd.conf # vim httpd.conf # tail -n 7 httpd.conf FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 NameVirtualHost *:80 RewriteEngine on RewriteCond %{SERVER_PORT} ^80$ RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [R,L] Modify RT config to now serve out of root dir # cd /opt/rt3/etc/ # vim RT_SiteConfig.pm # rcsdiff RT_SiteConfig.pm =================================================================== RCS file: RT_SiteConfig.pm,v retrieving revision 1.2 diff -r1.2 RT_SiteConfig.pm 274c274 < Set($WebPath , "/rt"); --- > Set($WebPath , ""); Makes sure your firewall is ready for HTTPS # iptables -L # system-config-securitylevel-tui test it out (you'll be prompted for your .key file passphrase) # service httpd restart Assuming it all worked # ci -u /etc/httpd/conf.d/ssl.conf # ci -u /etc/httpd/conf/httpd.conf # ci -u /opt/rt3/etc/RT_SiteConfig.pm MAIL SETUP edit config files # cd /etc/postfix # ci -l main.cf # vim main.cf # rcsdiff main.cf =================================================================== RCS file: main.cf,v retrieving revision 1.1 diff -r1.1 main.cf 106c106 < #inet_interfaces = all --- > inet_interfaces = all 109c109 < inet_interfaces = localhost --- > #inet_interfaces = localhost 200c200,201 < #local_recipient_maps = --- > local_recipient_maps = > virtual_alias_maps = hash:/etc/mail/virtusertable 437c438 < #mailbox_command = /some/where/procmail --- > mailbox_command = /usr/bin/procmail # cd /etc/mail # ci -l virtusertable # vim virtusertable # cat virtusertable postmaster at rt.bar.foo.edu postmaster @rt.bar.foo.edu rt_dispatcher # ci -l local-host-names # vim local-host-names # cat local-host-names # rcsdiff local-host-names =================================================================== RCS file: local-host-names,v retrieving revision 1.1 diff -r1.1 local-host-names 1a2 > rt.BAR.Foo.EDU rt-mailgate will be talking with RT over HTTPS, so we need Crypt::SSLeay # up2date perl-Crypt-SSLeay per http://www.geert.triple-it.nl/node/rt_procmail.html... Create an account which is to gather all RT-mail. # useradd rt_dispatcher -G rt Create utility perl scripts and the .procmailrc # su - rt_dispatcher $ vim get_action.pl $ cat get_action.pl #!/usr/bin/env perl @arr = ; $action = "correspond"; foreach (@arr) { if (/\s*.*<([^@]+)-comment at .*>/g) { $action = "comment"; } else { if (/\s*([^@]+)-comment at .*/g) { $action = "comment"; } } } print "$action"; $ chmod 700 get_action.pl $ ci -u get_action.pl $ vim get_queue.pl $ cat get_queue.pl #!/usr/bin/env perl @arr = ; $queue = 'general'; foreach (@arr) { if (/\s*.*<([^@]+)@.*>/g) { $queue = $1; } else { if (/\s*([^@]+)@.*/g) { $queue= $1; } } } if ($queue =~ /(.*)-comment/) { $queue = $1; } print "$queue"; $ chmod 700 get_queue.pl $ ci -u get_queue.pl $ vim .procmailrc $ cat .procmailrc #Preliminaries SHELL=/bin/bash MAILDIR=${HOME} LOGFILE=${MAILDIR}/procmail.log LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " VERBOSE=yes MAILDOMAIN=rt.bar.foo.edu RT_MAILGATE="/opt/rt3/bin/rt-mailgate" RT_URL="https://rt.bar.foo.edu" LOGABSTRACT=all :0 { # the following line extracts the recipient from Received-headers. # Simply using the To: does not work, as tickets are often created # by sending a CC/BCC to RT TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for *<*\(.*\)>* *;.*$/\1/'` QUEUE=`echo $TO| $HOME/get_queue.pl` ACTION=`echo $TO| $HOME/get_action.pl` :0 Wa | $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL } $ chmod 600 .procmailrc $ ci -u .procmailrc $ exit # service postfix restart # postmap hash:/etc/mail/virtusertable Now, using a web browser, log into RT as root (pass: password) and: - CHANGE the password! - create a test queue, e.g. Queue Name: test_queue Description: Queue for Testing Reply Address: test_queue Comment Address: test_queue-comment - create a test user with an email address that you control - Create group 'FOO Staff' - Configuration | Global | Group Rights Everyone: CreateTicket ModifySelf ReplyToTicket SeeQueue Requestor: ShowTicket FOO Staff: AssignCustomFields CommentOnTicket CreateSavedSearch DeleteTicket EditSavedSearches LoadSavedSearch ModifyCustomField ModifyTicket OwnTicket ReplyToTicket SeeCustomField SeeGroup ShowOutgoingEmail ShowSavedSearches ShowTicket ShowTicketComments StealTicket TakeTicket Watch - send an email to test_queue at rt.bar.foo.edu from the test user's email account There's loads more after this, but it starts to get real specific to our customizations. From nick at sci.utah.edu Fri Jun 3 10:40:02 2005 From: nick at sci.utah.edu (Nick Rathke) Date: Fri, 03 Jun 2005 08:40:02 -0600 Subject: [rt-users] Email setup for new install Message-ID: <42A06BC2.4020709@sci.utah.edu> Greetings, I have a quick question ( I hope) We have an existing mail server that I would like to use with RT. Do I still need to set up up an MTA on the local RT system ? It is not clear to me what I need to do to configure RT to work with an existing email server. Thanks for any help... Nick Rathke From tsuter at cait.org Fri Jun 3 11:00:11 2005 From: tsuter at cait.org (Tim Suter) Date: Fri, 03 Jun 2005 10:00:11 -0500 Subject: [rt-users] cannot log in as root Message-ID: <1117810811.15377.6.camel@localhost.localdomain> I have an existing fresh installation of RT3.2.3. I wanted to use the LDAP overlay but was told to change it to Apache's ldap authorization, the authzldap module. After attempting to do that, I couldn't get logged in. So, I thought I would go and "switch everything back" to the way it was. In doing this, I found that after I got things "back", I couldn't log in as root with the password I changed before I started messing with the authzldap module. I followed the bestpractical FAQ to reset the root password back to the default password for the root account, however, that didn't work. This was a MySQL command. I restarted MySQL and apache. Still nothing. Anyone know what I should check now? Tim From tsuter at cait.org Fri Jun 3 11:05:30 2005 From: tsuter at cait.org (Tim Suter) Date: Fri, 03 Jun 2005 10:05:30 -0500 Subject: [rt-users] cannot log in as root In-Reply-To: <1117810811.15377.6.camel@localhost.localdomain> References: <1117810811.15377.6.camel@localhost.localdomain> Message-ID: <1117811130.15377.11.camel@localhost.localdomain> BTW, I don't have anything that I care about saving as this is a clean test install and have just been poking around seeing what I can do with it (obviously, I can break it!). So, if there is something that I have to do like create a new DB or whatever, no prob. Tim On Fri, 2005-06-03 at 10:00 -0500, Tim Suter wrote: > I have an existing fresh installation of RT3.2.3. I wanted to use the > LDAP overlay but was told to change it to Apache's ldap authorization, > the authzldap module. After attempting to do that, I couldn't get > logged in. So, I thought I would go and "switch everything back" to the > way it was. In doing this, I found that after I got things "back", I > couldn't log in as root with the password I changed before I started > messing with the authzldap module. > > I followed the bestpractical FAQ to reset the root password back to the > default password for the root account, however, that didn't work. This > was a MySQL command. > > I restarted MySQL and apache. > > Still nothing. > > Anyone know what I should check now? > > Tim > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From vicki at progeny.com Fri Jun 3 11:23:03 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 03 Jun 2005 10:23:03 -0500 Subject: [rt-users] cannot log in as root In-Reply-To: <1117811130.15377.11.camel@localhost.localdomain> References: <1117810811.15377.6.camel@localhost.localdomain> <1117811130.15377.11.camel@localhost.localdomain> Message-ID: <42A075D7.1010203@progeny.com> Tim Suter wrote: >BTW, I don't have anything that I care about saving as this is a clean >test install and have just been poking around seeing what I can do with >it (obviously, I can break it!). >So, if there is something that I have to do like create a new DB or >whatever, no prob. > >Tim >On Fri, 2005-06-03 at 10:00 -0500, Tim Suter wrote: > > >>I have an existing fresh installation of RT3.2.3. I wanted to use the >>LDAP overlay but was told to change it to Apache's ldap authorization, >>the authzldap module. After attempting to do that, I couldn't get >>logged in. So, I thought I would go and "switch everything back" to the >>way it was. In doing this, I found that after I got things "back", I >>couldn't log in as root with the password I changed before I started >>messing with the authzldap module. >> >>I followed the bestpractical FAQ to reset the root password back to the >>default password for the root account, however, that didn't work. This >>was a MySQL command. >> >>I restarted MySQL and apache. >> >>Still nothing. >> >>Anyone know what I should check now? >> >>Tim >> >>_______________________________________________ >>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 > > Can you bring up mysql as that user outside of RT? (Be sure to use the username and password from your RT_SiteConfig.pm) Does show databases show the database for rt? Vicki From rlongueve at team-partners.com Fri Jun 3 11:22:59 2005 From: rlongueve at team-partners.com (LONGUEVE Remy) Date: Fri, 3 Jun 2005 17:22:59 +0200 Subject: [rt-users] Spreadsheet (RT3.4) Message-ID: Hi, I'm using RT with CEST time. All dates and times are correct except ones from excel spreadsheets (UTC time is displayed). Any idea ? Regards, R?my -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at vtwireless.com Fri Jun 3 11:36:13 2005 From: rt at vtwireless.com (Stan) Date: Fri, 03 Jun 2005 11:36:13 -0400 Subject: [rt-users] LDAP Overlay - HiRes exception Message-ID: <42A078ED.5080001@vtwireless.com> I have RT 3.4.2 I extracted the LDAP overlay to my local dir. I have updated my Time::HiRes to no avail. Any ideas? When I hit http://rt/ I get this error: *error:* Can't use string ("1117803276") as an ARRAY ref while "strict refs" in use at /home/rt/local-perl/lib/5.8.6/i686-linux/Time/HiRes.pm line 43. *context:* *...* *39:* sub tv_interval { *40:* # probably could have been done in C *41:* my ($a, $b) = @_; *42:* $b = [gettimeofday()] unless defined($b); *43:* (${$b}[0] - ${$a}[0]) + ((${$b}[1] - ${$a}[1]) / 1_000_000); *44:* } *45:* *46:* # Autoload methods go after =cut, and are processed by the autosplit program. *47:* *...* *code stack:* /home/rt/local-perl/lib/5.8.6/i686-linux/Time/HiRes.pm:43 /home/rt/rt/share/html/Elements/Footer:71 /home/rt/rt/share/html/Elements/Login:116 /home/rt/rt/local/html/autohandler:250 Can't use string ("1117803276") as an ARRAY ref while "strict refs" in use at /home/rt/local-perl/lib/5.8.6/i686-linux/Time/HiRes.pm line 43. Trace begun at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t use string ("1117803276") as an ARRAY ref while "strict refs" in use at /home/rt/local-perl/lib/5.8.6/i686-linux/Time/HiRes.pm line 43.^J') called at /home/rt/local-perl/lib/5.8.6/i686-linux/Time/HiRes.pm line 43 Time::HiRes::tv_interval(1117803276) called at /home/rt/rt/share/html/Elements/Footer line 71 HTML::Mason::Commands::__ANON__('Menu', 0) called at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9badd20)', 'Menu', 0) called at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Menu', 0) called at /home/rt/rt/share/html/Elements/Login line 116 HTML::Mason::Commands::__ANON__ at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9b7924c)') called at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1074 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /home/rt/rt/local/html/autohandler line 250 HTML::Mason::Commands::__ANON__ at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9af6494)') called at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1069 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 338 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 338 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9b014dc)') called at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9b014dc)') called at /home/rt/local-perl/lib/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9883328)', 'Apache=SCALAR(0x9882c40)') called at /home/rt/rt/bin/webmux.pl line 124 eval {...} at /home/rt/rt/bin/webmux.pl line 124 RT::Mason::handler('Apache=SCALAR(0x9882c40)') called at /dev/null line 0 eval {...} at /dev/null line 0 From george at alink.co.za Fri Jun 3 11:45:42 2005 From: george at alink.co.za (George Barnett) Date: Fri, 03 Jun 2005 16:45:42 +0100 Subject: [rt-users] PATCH: Selection toggle for Bulk update page Message-ID: <42A07B26.8080900@alink.co.za> Hi, One of our users requested a toggle switch to change the selection of tickets when doing a bulk update of multiple tickets. I hope it's of some use to somebody. This is against RT 3.2.3. Best regards, George --------CUT HERE-------- --- Bulk.html.old Mon Nov 1 04:42:41 2004 +++ Bulk.html Fri Jun 3 16:30:10 2005 @@ -47,7 +47,7 @@ <& /Elements/Tabs, Title => loc("Bulk ticket update") &> <& /Elements/ListActions, actions => \@results &> -
+ @@ -60,6 +60,28 @@ %} + + + <%PERL> my $i; @@ -75,7 +97,7 @@ } - + %# The ticket view is controlled by config.pm, WebOptions %foreach my $col (@cols) { \n"); /* I added these lines to add the create RT ticket checkbox printf("
[Invert]
-- George Barnett Reality Engineer m: (+44) 778 884 7205 e: george at alink.co.za If you want to know what god thinks of money, just look at the people he gave it to. -- Dorthy Parker From Ruslan.Zakirov at miet.ru Fri Jun 3 12:14:59 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 03 Jun 2005 20:14:59 +0400 Subject: [rt-users] Shredder for requestors? In-Reply-To: <4296EBC4.1020508@falkag.com> References: <4296E121.5020506@network-i.net> <4296EBC4.1020508@falkag.com> Message-ID: <42A08203.2000202@miet.ru> Danial Klimkin wrote: > Greetings! > > Howard Jones wrote: > >> Does anyone already have a tool like RTx-Shredder to remove >> "orphaned" Principals, and their associated junk? I guess the >> requirement is Requestors who are only associated with deleted >> tickets, or no tickets at all. > > I'd like to have a tool like it too. Someone got it? I plan continue Shredder development in the near future. This is not easy to clear users and be sure that you didn't break RT because almost all tables depend on users table. also shredder require test suite to be writen, in other case you can't be sure it does delete only data you requested. Patches are wellcome. -- Best regards, Ruslan. From george at alink.co.za Fri Jun 3 12:54:12 2005 From: george at alink.co.za (George Barnett) Date: Fri, 03 Jun 2005 17:54:12 +0100 Subject: [rt-users] RT Tuning tips from our live environment Message-ID: <42A08B34.8070200@alink.co.za> Hello, I have recently done a fair amount of tuning on a fairly large RT installation. We have about 100 queues with a few hundred thousand tickets in the database. We get about 1500 new tickets a day, which are worked on by about 300 users. I have found the following few things which have given the system a large performance increase. - If using MySQL, consider mounting a small memory file system and setting this as the tmpdir for the database server. ORDER BY causes mysql to use a filesort and doing this in memory is far faster than going out to disk. - Query caching is essential as RT does a large number of similar SELECT's to check for user access. - I had sucess by adding the following indexes: alter table Tickets add index (Owner,id,EffectiveId,Status,Type); alter table Queues add index(Disabled,Name QueuesName); All the best, George -- George Barnett Reality Engineer m: (+44) 778 884 7205 e: george at alink.co.za Naeser's Law: You can make it foolproof, but you can't make it damnfoolproof. From vicki at progeny.com Fri Jun 3 13:06:35 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 03 Jun 2005 12:06:35 -0500 Subject: [rt-users] Reply to Requestors by default (revisited) Message-ID: <42A08E1B.7030706@progeny.com> I emailed this list earlier with a question about how to make the response type default to "Reply to requestors" rather than "Comments (Not sent to requestors)" when a ticket is being resolved. A couple of people emailed me with patches to do that, but the patches didn't work in the 3.0.0 RT system that I'd inherited. I have now upgraded to 3.4.1, so they might work now, but I am unable to locate the responses with a google search. Can anyone tell me again how to accomplish this relatively minor task? TIA. Vicki From Iris.Brookes at tdsecurities.com Fri Jun 3 14:04:14 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Fri, 3 Jun 2005 14:04:14 -0400 Subject: [rt-users] sending email notification of custom field values Message-ID: Hi: I'm trying to create a template to send an email notification with a ticket's corresponding customfield values but I'm running into some difficulties. Here's my main code: { my $transactions = $Ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'CustomField' ); while (my $transaction = $transactions->Next) { my $fieldvalue = $transaction->ObjectCustomFieldValues->Content; $transaction->CustomFields->Name: $fieldvalue; } Can someone please help me? Thks. Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From jjesse at ftpb.com Fri Jun 3 14:54:26 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Fri, 3 Jun 2005 14:54:26 -0400 Subject: [rt-users] LDAP -- Which is better Message-ID: <1117824866.28282.26.camel@localhost.localdomain> I've been looking at the list and also on the wiki (wiki.bestpractical.com) and I see several different choices for using LDAP authentication. There is the LDAP_RT Overlay and also User_Local.pm.ldap found at http://www.justatheory.com/computers/programming/perl/rt/User_Local.pm.ldap. Which is better/easier to configure and install? -- Jonathan Jesse Network+, Linux+, A+ MCSA Network Specialist Founders Trust Personal Bank This page and any accompanying documents contain confidential information intended for a specific individual and purpose. If you are not the intended recipient, you are hereby notified that any disclosure, copying, distribution, or use of the information contained herein (including any reliance thereon) is strictly prohibited. If you received this transmission in error, please immediately contact the sender and destroy the material in its entirety, whether in electronic or hard copy format. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at miet.ru Fri Jun 3 15:16:58 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 03 Jun 2005 23:16:58 +0400 Subject: [rt-users] RT Tuning tips from our live environment In-Reply-To: <42A08B34.8070200@alink.co.za> References: <42A08B34.8070200@alink.co.za> Message-ID: <42A0ACAA.1000206@miet.ru> Nice tips. Could you post it on the wiki? George Barnett wrote: > Hello, > > I have recently done a fair amount of tuning on a fairly large RT > installation. We have about 100 queues with a few hundred thousand > tickets in the database. We get about 1500 new tickets a day, which > are worked on by about 300 users. > > I have found the following few things which have given the system a > large performance increase. > > - If using MySQL, consider mounting a small memory file system and > setting this as the tmpdir for the database server. ORDER BY causes > mysql to use a filesort and doing this in memory is far faster than > going out to disk. Please, add small step by step instructions how to configure it. > > - Query caching is essential as RT does a large number of similar > SELECT's to check for user access. > > - I had sucess by adding the following indexes: > > alter table Tickets add index (Owner,id,EffectiveId,Status,Type); > alter table Queues add index(Disabled,Name QueuesName); Reverse field order(Name, Field) would be better I think. > > All the best, > > George > From tsuter at cait.org Fri Jun 3 15:29:24 2005 From: tsuter at cait.org (Tim Suter) Date: Fri, 03 Jun 2005 14:29:24 -0500 Subject: [rt-users] cannot log in as root In-Reply-To: <42A075D7.1010203@progeny.com> References: <1117810811.15377.6.camel@localhost.localdomain> <1117811130.15377.11.camel@localhost.localdomain> <42A075D7.1010203@progeny.com> Message-ID: <1117826964.8063.4.camel@localhost.localdomain> Is there a way to reinitialize this installation so that I can get root access to the web interface back? Does it need to be that dramatic? FastCGI gives me the following error_log: [Fri Jun 03 13:36:30 2005] [error] [client x.x.x.x] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Jun 3 18:36:30 2005] [error]: FAILED LOGIN for admin from x.x.x.x (/opt/rt3/share/html/autohandler:197), referer: http://testhelp.x.x/index.html I think it has to lie within FastCGI. Anyone care to input? Accessing the database rt3 as rt_user and with rt_pass works fine. It's just the web interface I can't get access to as root. Tim On Fri, 2005-06-03 at 10:23 -0500, Vicki Stanfield wrote: > Tim Suter wrote: > > >BTW, I don't have anything that I care about saving as this is a clean > >test install and have just been poking around seeing what I can do with > >it (obviously, I can break it!). > >So, if there is something that I have to do like create a new DB or > >whatever, no prob. > > > >Tim > >On Fri, 2005-06-03 at 10:00 -0500, Tim Suter wrote: > > > > > >>I have an existing fresh installation of RT3.2.3. I wanted to use the > >>LDAP overlay but was told to change it to Apache's ldap authorization, > >>the authzldap module. After attempting to do that, I couldn't get > >>logged in. So, I thought I would go and "switch everything back" to the > >>way it was. In doing this, I found that after I got things "back", I > >>couldn't log in as root with the password I changed before I started > >>messing with the authzldap module. > >> > >>I followed the bestpractical FAQ to reset the root password back to the > >>default password for the root account, however, that didn't work. This > >>was a MySQL command. > >> > >>I restarted MySQL and apache. > >> > >>Still nothing. > >> > >>Anyone know what I should check now? > >> > >>Tim > >> > >>_______________________________________________ > >>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 > > > > > Can you bring up mysql as that user outside of RT? (Be sure to use the > username and password from your RT_SiteConfig.pm) Does show databases > show the database for rt? > > > Vicki From Ruslan.Zakirov at miet.ru Fri Jun 3 18:53:41 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sat, 04 Jun 2005 02:53:41 +0400 Subject: [rt-users] cannot log in as root In-Reply-To: <1117826964.8063.4.camel@localhost.localdomain> References: <1117810811.15377.6.camel@localhost.localdomain> <1117811130.15377.11.camel@localhost.localdomain> <42A075D7.1010203@progeny.com> <1117826964.8063.4.camel@localhost.localdomain> Message-ID: <42A0DF75.6070201@miet.ru> If you don't have valuable data in DB you can reinit DB. goto dir where RT sources are, and run > make dropdb > make initdb This will reset data. Tim Suter wrote: >Is there a way to reinitialize this installation so that I can get root >access to the web interface back? Does it need to be that dramatic? >FastCGI gives me the following error_log: > >[Fri Jun 03 13:36:30 2005] [error] [client x.x.x.x] FastCGI: server >"/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Jun 3 18:36:30 2005] >[error]: FAILED LOGIN for admin from x.x.x.x >(/opt/rt3/share/html/autohandler:197), referer: >http://testhelp.x.x/index.html > >I think it has to lie within FastCGI. Anyone care to input? > >Accessing the database rt3 as rt_user and with rt_pass works fine. > >It's just the web interface I can't get access to as root. > >Tim > >On Fri, 2005-06-03 at 10:23 -0500, Vicki Stanfield wrote: > > >>Tim Suter wrote: >> >> >> >>>BTW, I don't have anything that I care about saving as this is a clean >>>test install and have just been poking around seeing what I can do with >>>it (obviously, I can break it!). >>>So, if there is something that I have to do like create a new DB or >>>whatever, no prob. >>> >>>Tim >>>On Fri, 2005-06-03 at 10:00 -0500, Tim Suter wrote: >>> >>> >>> >>> >>>>I have an existing fresh installation of RT3.2.3. I wanted to use the >>>>LDAP overlay but was told to change it to Apache's ldap authorization, >>>>the authzldap module. After attempting to do that, I couldn't get >>>>logged in. So, I thought I would go and "switch everything back" to the >>>>way it was. In doing this, I found that after I got things "back", I >>>>couldn't log in as root with the password I changed before I started >>>>messing with the authzldap module. >>>> >>>>I followed the bestpractical FAQ to reset the root password back to the >>>>default password for the root account, however, that didn't work. This >>>>was a MySQL command. >>>> >>>>I restarted MySQL and apache. >>>> >>>>Still nothing. >>>> >>>>Anyone know what I should check now? >>>> >>>>Tim >>>> >>>>_______________________________________________ >>>>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 >>> >>> >>> >>> >>Can you bring up mysql as that user outside of RT? (Be sure to use the >>username and password from your RT_SiteConfig.pm) Does show databases >>show the database for rt? >> >> >>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 anner at blast.com Fri Jun 3 20:52:22 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 03 Jun 2005 20:52:22 -0400 Subject: [rt-users] Upgraded rt Failing Message-ID: <42A0FB46.2000409@blast.com> I upgraded from 3.0.11 to 3.4.2 and everything in the upgrade seemed to go smoothly enough, but now that it's up, I'm getting lots of errors. First--if I try and view a ticket queue I get: System error error: too many arguments at /opt/rt3/local/lib/RT/Tickets_Overlay.pm line 1269 context: ... 197: # whether they should generate a full stack trace (confess() and cluck()) 198: # or simply report the caller's package (croak() and carp()), respectively. 199: # confess() and croak() die, carp() and cluck() warn. 200: 201: sub croak { die shortmess @_ } 202: sub confess { die longmess @_ } 203: sub carp { warn shortmess @_ } 204: sub cluck { warn longmess @_ } 205: ... code stack: /usr/lib/perl5/5.8.5/Carp.pm:201 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/logcroak.al):71 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/_freeze.al):283 ../../lib/Storable.pm (autosplit into ../../lib/auto/Storable/freeze.al):266 /opt/rt3/local/lib/RT/Tickets_Overlay.pm:1269 /opt/rt3/local/html/Search/Elements/TicketHeaderCell:44 /opt/rt3/local/html/Search/Elements/TicketHeader:25 /opt/rt3/local/html/Search/Listing.html:31 /opt/rt3/local/html/autohandler:196 raw error And If I try and view a ticket, it comes up, but the ticket contect is missing with these errors in the messages log: Jun 3 20:36:40 wind RT: DBD::mysql::st execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/local/lib/RT.pm:277) There is more, but that seems like the important part. We're down until we get this back up, so any help would be appreciated. Thank you, Anne From anner at blast.com Fri Jun 3 21:18:35 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 03 Jun 2005 21:18:35 -0400 Subject: [rt-users] Upgraded rt Failing In-Reply-To: <42A0FB46.2000409@blast.com> References: <42A0FB46.2000409@blast.com> Message-ID: <42A1016B.3000805@blast.com> To answer the sure to be asked questions, Fedora Core 3, running Apache 2, perl 5.8.3, Mysql 4.0.21 Anne Ramey wrote: > I upgraded from 3.0.11 to 3.4.2 and everything in the upgrade seemed to > go smoothly enough, but now that it's up, I'm getting lots of errors. > First--if I try and view a ticket queue I get: > System error > error: too many arguments at /opt/rt3/local/lib/RT/Tickets_Overlay.pm > line 1269 > context: > ... 197: # whether they should generate a full stack trace (confess() > and cluck()) > 198: # or simply report the caller's package (croak() and carp()), > respectively. > 199: # confess() and croak() die, carp() and cluck() warn. > 200: 201: sub croak { die shortmess @_ } > 202: sub confess { die longmess @_ } > 203: sub carp { warn shortmess @_ } > 204: sub cluck { warn longmess @_ } > 205: ... code stack: /usr/lib/perl5/5.8.5/Carp.pm:201 > ../../lib/Storable.pm (autosplit into > ../../lib/auto/Storable/logcroak.al):71 > ../../lib/Storable.pm (autosplit into > ../../lib/auto/Storable/_freeze.al):283 > ../../lib/Storable.pm (autosplit into > ../../lib/auto/Storable/freeze.al):266 > /opt/rt3/local/lib/RT/Tickets_Overlay.pm:1269 > /opt/rt3/local/html/Search/Elements/TicketHeaderCell:44 > /opt/rt3/local/html/Search/Elements/TicketHeader:25 > /opt/rt3/local/html/Search/Listing.html:31 > /opt/rt3/local/html/autohandler:196 > raw error > > And If I try and view a ticket, it comes up, but the ticket contect is > missing with these errors in the messages log: > > > Jun 3 20:36:40 wind RT: DBD::mysql::st execute failed: Unknown column > 'Transactions_1.Ticket' in 'where clause' at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. > (/opt/rt3/local/lib/RT.pm:277) > > There is more, but that seems like the important part. > > We're down until we get this back up, so any help would be appreciated. > > Thank you, > Anne > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From tsuter at cait.org Sat Jun 4 00:55:38 2005 From: tsuter at cait.org (Tim Suter) Date: Fri, 03 Jun 2005 23:55:38 -0500 Subject: [rt-users] cannot log in as root In-Reply-To: <42A0DF75.6070201@miet.ru> References: <1117810811.15377.6.camel@localhost.localdomain> <1117811130.15377.11.camel@localhost.localdomain> <42A075D7.1010203@progeny.com> <1117826964.8063.4.camel@localhost.localdomain> <42A0DF75.6070201@miet.ru> Message-ID: <1117860938.3420.9.camel@localhost.localdomain> Thanks Ruslan. I didn't try that. I did this: cd /opt rm -rf rt3 (I know. It was excessive, but hey, it was a Friday night and it was late and I was in a mood.) Then I removed the database. ran make install and make initialize-database from the source directory. All was well again. However, for future reference, what could have caused this thing to go poof like it did? Tim On Sat, 2005-06-04 at 02:53 +0400, Ruslan U. Zakirov wrote: > If you don't have valuable data in DB you can reinit DB. goto dir where > RT sources are, and run > > make dropdb > > make initdb > This will reset data. > > Tim Suter wrote: > > >Is there a way to reinitialize this installation so that I can get root > >access to the web interface back? Does it need to be that dramatic? > >FastCGI gives me the following error_log: > > > >[Fri Jun 03 13:36:30 2005] [error] [client x.x.x.x] FastCGI: server > >"/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Jun 3 18:36:30 2005] > >[error]: FAILED LOGIN for admin from x.x.x.x > >(/opt/rt3/share/html/autohandler:197), referer: > >http://testhelp.x.x/index.html > > > >I think it has to lie within FastCGI. Anyone care to input? > > > >Accessing the database rt3 as rt_user and with rt_pass works fine. > > > >It's just the web interface I can't get access to as root. > > > >Tim > > > >On Fri, 2005-06-03 at 10:23 -0500, Vicki Stanfield wrote: > > > > > >>Tim Suter wrote: > >> > >> > >> > >>>BTW, I don't have anything that I care about saving as this is a clean > >>>test install and have just been poking around seeing what I can do with > >>>it (obviously, I can break it!). > >>>So, if there is something that I have to do like create a new DB or > >>>whatever, no prob. > >>> > >>>Tim > >>>On Fri, 2005-06-03 at 10:00 -0500, Tim Suter wrote: > >>> > >>> > >>> > >>> > >>>>I have an existing fresh installation of RT3.2.3. I wanted to use the > >>>>LDAP overlay but was told to change it to Apache's ldap authorization, > >>>>the authzldap module. After attempting to do that, I couldn't get > >>>>logged in. So, I thought I would go and "switch everything back" to the > >>>>way it was. In doing this, I found that after I got things "back", I > >>>>couldn't log in as root with the password I changed before I started > >>>>messing with the authzldap module. > >>>> > >>>>I followed the bestpractical FAQ to reset the root password back to the > >>>>default password for the root account, however, that didn't work. This > >>>>was a MySQL command. > >>>> > >>>>I restarted MySQL and apache. > >>>> > >>>>Still nothing. > >>>> > >>>>Anyone know what I should check now? > >>>> > >>>>Tim > >>>> > >>>>_______________________________________________ > >>>>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 > >>> > >>> > >>> > >>> > >>Can you bring up mysql as that user outside of RT? (Be sure to use the > >>username and password from your RT_SiteConfig.pm) Does show databases > >>show the database for rt? > >> > >> > >>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 shin.imai at etimestech.jp Sat Jun 4 02:07:04 2005 From: shin.imai at etimestech.jp (Shin Imai) Date: Sat, 04 Jun 2005 15:07:04 +0900 Subject: [rt-users] can't start httpd In-Reply-To: <20050603133428.GT1383@knowmad.com> References: <20050603174618.70EC.SHIN.IMAI@etimestech.jp> <20050603133428.GT1383@knowmad.com> Message-ID: <20050604150556.94C2.SHIN.IMAI@etimestech.jp> Hi, William. Thanks for your advice. But I am a dreadfully biginner fo linux. I don't understand clearly. Would you please tell me what I have to do to work this? Shin On Fri, 3 Jun 2005 09:34:29 -0400 William McKee wrote: > On Fri, Jun 03, 2005 at 05:51:53PM +0900, Shin Imai wrote: > > I have installed httpd-2.0.54, mod_perl-2.0.0, mysql-4.1.12 and rt-3.4.2 > > successfully(I think). > > but I can't start httpd. > > Hi Shin, > > Glad to see another brave soul trying to run RT under MP2. You'll need > to hack some of the Mason libs as well as some of the RT libs to get it > working. Just follow the error messages and fix all calls from Apache:: > to Apache2:: It took less time than I thought and I haven't seen any > problems for the last couple of weeks. > > > Good luck, > William > > -- > Knowmad Services Inc. > http://www.knowmad.com -- Shin Imai From william at knowmad.com Sat Jun 4 08:47:43 2005 From: william at knowmad.com (William McKee) Date: Sat, 4 Jun 2005 08:47:43 -0400 Subject: [rt-users] can't start httpd In-Reply-To: <20050604150556.94C2.SHIN.IMAI@etimestech.jp> References: <20050603174618.70EC.SHIN.IMAI@etimestech.jp> <20050603133428.GT1383@knowmad.com> <20050604150556.94C2.SHIN.IMAI@etimestech.jp> Message-ID: <20050604124742.GF1383@knowmad.com> On Sat, Jun 04, 2005 at 03:07:04PM +0900, Shin Imai wrote: > But I am a dreadfully biginner fo linux. I don't understand clearly. Would > you please tell me what I have to do to work this? The path of least resistance is to use Apache 1.3 and mod_perl 1. If you still want to proceed, start with this document[1] which explains what needs to change to make Perl programs work under mp2. Good luck, William [1] http://perl.apache.org/docs/2.0/rename.html -- Knowmad Services Inc. http://www.knowmad.com From pavel.ruzicka at i.cz Sat Jun 4 09:47:03 2005 From: pavel.ruzicka at i.cz (Pavel Ruzicka) Date: Sat, 04 Jun 2005 15:47:03 +0200 Subject: [rt-users] bad MIME handling HTML emails ? In-Reply-To: <20050530181401.GG1607@bestpractical.com> References: <42946FDF.9000102@i.cz> <20050525162457.GS1607@bestpractical.com> <429B39F1.3030206@i.cz> <20050530181401.GG1607@bestpractical.com> Message-ID: <42A1B0D7.50406@i.cz> Sent to Jesse. ### mail to Jesse ### Hello, problematic mail I reported contains sensitive information, so I did some test mails which acts the same in RT3 web interface (content of text attachment is offered as quoted instead of mail body in Reply action). Two are from Outlook Express 6 (Win XP) and one from ThunderBird (Linux) It seems to me, RT3 have a problem if mail body contains html form and plain text file is attached. Thanks a lot Ruza Jesse Vincent wrote: > > > On Mon, May 30, 2005 at 06:06:09PM +0200, Pavel Ruzicka wrote: > >>Jesse Vincent wrote: >> >> >>>>I have a strange problem probably MIME handling related. Sometimes when >>>>user creates ticket via email and someone tries to reply to this >>>>transaction body of requestors email is not included or plain text >>>>_attachment_ is included instead of body content (quoted) as required. >>>>It seems like RT has problem handling mails with HTML attachments. May I >>>>update MIME::Tools ? >>>> >>>>RT3.2.2, Perl 5.8.4, MIME::Tools 5.413 >>>> >>>> >>> >>>We've improved this a lot in RT 3.4. Give 3.4.2 a shot? >>> >>>Jesse > > > Can you send a sample message to me? -- Pavel Ruzicka, ICZ From jim at archer.net Sat Jun 4 14:36:05 2005 From: jim at archer.net (Jim Archer) Date: Sat, 04 Jun 2005 14:36:05 -0400 Subject: [rt-users] Adding CCs as requesters on create Message-ID: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> Hi All... When an email comes in and creates a ticket, is it possible to have RT 3.4 add the CCs as CCs in the ticket or as requestors? Thanks... Jim From seph at directionless.org Sat Jun 4 16:02:29 2005 From: seph at directionless.org (seph) Date: Sat, 04 Jun 2005 16:02:29 -0400 Subject: [rt-users] Re: Adding CCs as requesters on create In-Reply-To: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> (Jim Archer's message of "Sat, 04 Jun 2005 14:36:05 -0400") References: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> Message-ID: > When an email comes in and creates a ticket, is it possible to have RT > 3.4 add the CCs as CCs in the ticket or as requestors? Read the docs, it's a config file option. seph From jim at archer.net Sat Jun 4 16:54:51 2005 From: jim at archer.net (Jim Archer) Date: Sat, 04 Jun 2005 16:54:51 -0400 Subject: [rt-users] Re: Adding CCs as requesters on create In-Reply-To: References: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> Message-ID: <94A66FE45EBDFCF5F5882D1F@[192.168.1.103]> I did that, but I guess I missed it... I'll look again... --On Saturday, June 04, 2005 4:02 PM -0400 seph wrote: >> When an email comes in and creates a ticket, is it possible to have RT >> 3.4 add the CCs as CCs in the ticket or as requestors? > > Read the docs, it's a config file option. > > seph From jim at archer.net Sat Jun 4 17:56:54 2005 From: jim at archer.net (Jim Archer) Date: Sat, 04 Jun 2005 17:56:54 -0400 Subject: [rt-users] Re: Adding CCs as requesters on create In-Reply-To: <94A66FE45EBDFCF5F5882D1F@[192.168.1.103]> References: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> <94A66FE45EBDFCF5F5882D1F@[192.168.1.103]> Message-ID: <82A79FF926B6636D65839112@[192.168.1.103]> I found it, thanks Seph. I added: Set($ParseNewMessageForTicketCcs , 1); Set($RTAddressRegexp , '^support-test\@mydomain\.com$'); To the RT_SiteConfig.pm module. I tried this with and without commenting it out in the RT_Config.pm file, but still no luck. RT3.4 will open the ticket, and if I then use RT to look at the full headers, I see CC: Eric Swidey Subject: test after comment out Date: Sat, 04 Jun 2005 17:50:49 -0400 To: support-test at mydomain.com From: Jim Archer So the CC is there in the header, but RT does not parse it out. When looking at the ticket, under "People" I see: Owner: Nobody Requestors: jim at archer.net Cc: AdminCc: Could this be related to the case of the CC in the header created by my mail client, or is there something else I am missing? Thanks... Jim --On Saturday, June 04, 2005 4:54 PM -0400 Jim Archer wrote: > I did that, but I guess I missed it... I'll look again... > > > --On Saturday, June 04, 2005 4:02 PM -0400 seph > wrote: > >>> When an email comes in and creates a ticket, is it possible to have RT >>> 3.4 add the CCs as CCs in the ticket or as requestors? >> >> Read the docs, it's a config file option. >> >> seph From barnesaw at ucrwcu.rwc.uc.edu Sat Jun 4 21:00:39 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Sat, 4 Jun 2005 21:00:39 -0400 Subject: [rt-users] Re: Adding CCs as requesters on create In-Reply-To: <82A79FF926B6636D65839112@[192.168.1.103]> References: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> <94A66FE45EBDFCF5F5882D1F@[192.168.1.103]> <82A79FF926B6636D65839112@[192.168.1.103]> Message-ID: <20050604210039.0ccw4sw0g4owcokg@ucrwcu.rwc.uc.edu> Quoting Jim Archer : > I found it, thanks Seph. I added: > > Set($ParseNewMessageForTicketCcs , 1); > > Set($RTAddressRegexp , '^support-test\@mydomain\.com$'); > > To the RT_SiteConfig.pm module. I tried this with and without commenting > it out in the RT_Config.pm file, but still no luck. RT3.4 will open the > ticket, and if I then use RT to look at the full headers, I see > > CC: Eric Swidey > Subject: test after comment out > Date: Sat, 04 Jun 2005 17:50:49 -0400 > To: support-test at mydomain.com > From: Jim Archer > > So the CC is there in the header, but RT does not parse it out. When > looking at the ticket, under "People" I see: > > Owner: Nobody > Requestors: jim at archer.net > Cc: > AdminCc: > > > Could this be related to the case of the CC in the header created by my > mail client, or is there something else I am missing? I hate having to ask this, but you did stop and restart apache after making those changes, right? > > Thanks... > > Jim > > > > --On Saturday, June 04, 2005 4:54 PM -0400 Jim Archer > wrote: > > > I did that, but I guess I missed it... I'll look again... > > > > > > --On Saturday, June 04, 2005 4:02 PM -0400 seph > > wrote: > > > >>> When an email comes in and creates a ticket, is it possible to have RT > >>> 3.4 add the CCs as CCs in the ticket or as requestors? > >> > >> Read the docs, it's a config file option. > >> > >> seph > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From seph at directionless.org Sat Jun 4 21:14:25 2005 From: seph at directionless.org (seph) Date: Sat, 04 Jun 2005 21:14:25 -0400 Subject: [rt-users] Re: Adding CCs as requesters on create In-Reply-To: <82A79FF926B6636D65839112@[192.168.1.103]> (Jim Archer's message of "Sat, 04 Jun 2005 17:56:54 -0400") References: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> <94A66FE45EBDFCF5F5882D1F@[192.168.1.103]> <82A79FF926B6636D65839112@[192.168.1.103]> Message-ID: > So the CC is there in the header, but RT does not parse it out. did you restart RT? (via apache stop and start, not apache restart) this will only effect new mails, not previous ones. the cc is parsed on incoming email. seph From jim at archer.net Sat Jun 4 22:10:54 2005 From: jim at archer.net (Jim Archer) Date: Sat, 04 Jun 2005 22:10:54 -0400 Subject: [rt-users] Re: Adding CCs as requesters on create In-Reply-To: References: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> <94A66FE45EBDFCF5F5882D1F@[192.168.1.103]> <82A79FF926B6636D65839112@[192.168.1.103]> Message-ID: <52B6805EDDC1AEA3A41209DF@[192.168.1.103]> Yes, I stopped Apache completely, then started it, then sent new emails in. No joy... --On Saturday, June 04, 2005 9:14 PM -0400 seph wrote: >> So the CC is there in the header, but RT does not parse it out. > > did you restart RT? (via apache stop and start, not apache restart) > > this will only effect new mails, not previous ones. the cc is parsed > on incoming email. > > seph From oliveaddict at gmail.com Sun Jun 5 16:38:28 2005 From: oliveaddict at gmail.com (OliveAddict) Date: Sun, 5 Jun 2005 13:38:28 -0700 Subject: [rt-users] Custom $CorrespondAddress Message-ID: Is it possible to set $CorrespondAddress and $CommentAddress to the email address of the RT user doing the reply or comment? I have been searching for a variable or function call that I can toss into... Set($CorrespondAddress , '$EmailAddress???'); Set($CommentAddress , '$EmailAddress???'); Does anyone know where I should start looking? Thank you. From oliveaddict at gmail.com Sun Jun 5 17:01:45 2005 From: oliveaddict at gmail.com (OliveAddict) Date: Sun, 5 Jun 2005 14:01:45 -0700 Subject: [rt-users] Re: Custom $CorrespondAddress In-Reply-To: References: Message-ID: FYI, I have been trying things like... Set($CorrespondAddress , "$RT::LdapMap{'EmailAddress'}"); Set($CommentAddress , "$RT::LdapMap{'EmailAddress'}"); On 6/5/05, OliveAddict wrote: > Is it possible to set $CorrespondAddress and $CommentAddress to the > email address of the RT user doing the reply or comment? I have been > searching for a variable or function call that I can toss into... > > Set($CorrespondAddress , '$EmailAddress???'); > Set($CommentAddress , '$EmailAddress???'); > > Does anyone know where I should start looking? > > Thank you. > From oliveaddict at gmail.com Sun Jun 5 17:50:38 2005 From: oliveaddict at gmail.com (OliveAddict) Date: Sun, 5 Jun 2005 14:50:38 -0700 Subject: [rt-users] Re: Custom $CorrespondAddress In-Reply-To: References: Message-ID: Ignore this question. I prefer to have email routing through rt-mailgate, so I am trying to work that out now for multipule queues. Cheers. On 6/5/05, OliveAddict wrote: > FYI, I have been trying things like... > > Set($CorrespondAddress , "$RT::LdapMap{'EmailAddress'}"); > Set($CommentAddress , "$RT::LdapMap{'EmailAddress'}"); > > On 6/5/05, OliveAddict wrote: > > Is it possible to set $CorrespondAddress and $CommentAddress to the > > email address of the RT user doing the reply or comment? I have been > > searching for a variable or function call that I can toss into... > > > > Set($CorrespondAddress , '$EmailAddress???'); > > Set($CommentAddress , '$EmailAddress???'); > > > > Does anyone know where I should start looking? > > > > Thank you. > > > From rt-users at rock-tnsc.com Mon Jun 6 02:14:14 2005 From: rt-users at rock-tnsc.com (Felix Zhu) Date: Mon, 06 Jun 2005 14:14:14 +0800 Subject: [rt-users] This transaction appears to have no content Message-ID: <42A3E9B6.9010401@rock-tnsc.com> Hi all, I'm using RT 3.2.1. Sometime when I reply/comment a ticket, I got this quote in message body: This transaction appears to have no content. I checked log, but could not get useful clue. My database is mysql 4.0.24, and compiled RT with fast-cgi. Anyone can give me some hints? Regards, Felix From Spielefanpages at gmx.de Mon Jun 6 04:03:44 2005 From: Spielefanpages at gmx.de (Spielefanpages Mag) Date: Mon, 6 Jun 2005 10:03:44 +0200 (MEST) Subject: [rt-users] strange mail problems Message-ID: <14732.1118045024@www16.gmx.net> Hi! I have upgraded rt from 3.0.10 to 3.4.2 on a test system. on that system everything works fine! the only problem on the system was the performance. so i installed rt on a better pc without changing the configuration i made for the previous installation on the test system. on the new system everything works fine except the mailing. if a ticket is opened or resolved the owner oder the admincc don't get mail as the would from the test system! i have compared the RT_Config.pm of both systems and the user/group rights. i don't see any differences! if i resolve a ticket on the test system i see in the ticket's history: # Mon Jun 06 08:20:13 2005 RT_System - Outgoing email recorded [Show] But I don't get a message like that on the other system! I have no idea where I can seek for the failure. best regards, chris -- Geschenkt: 3 Monate GMX ProMail gratis + 3 Ausgaben stern gratis ++ Jetzt anmelden & testen ++ http://www.gmx.net/de/go/promail ++ From Ruslan.Zakirov at miet.ru Mon Jun 6 05:10:29 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 06 Jun 2005 13:10:29 +0400 Subject: [rt-users] This transaction appears to have no content In-Reply-To: <42A3E9B6.9010401@rock-tnsc.com> References: <42A3E9B6.9010401@rock-tnsc.com> Message-ID: <42A41305.1000402@miet.ru> Felix Zhu wrote: > Hi all, > > I'm using RT 3.2.1. Sometime when I reply/comment a ticket, I got this > quote in message body: This transaction appears to have no content. > > I checked log, but could not get useful clue. > > My database is mysql 4.0.24, and compiled RT with fast-cgi. > > Anyone can give me some hints? see templates section in FAQ on the wiki > > Regards, > > Felix > _______________________________________________ > 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 Jun 6 06:42:17 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 06 Jun 2005 14:42:17 +0400 Subject: [rt-users] Re: Adding CCs as requesters on create In-Reply-To: <82A79FF926B6636D65839112@[192.168.1.103]> References: <39EEDFA904A3E00BDFA481C2@[192.168.1.103]> <94A66FE45EBDFCF5F5882D1F@[192.168.1.103]> <82A79FF926B6636D65839112@[192.168.1.103]> Message-ID: <42A42889.8010500@miet.ru> Jim Archer wrote: > I found it, thanks Seph. I added: > > Set($ParseNewMessageForTicketCcs , 1); AFAIK this option adds Ccs(that are listed in the mail) to the ticket's Ccs list(Cc watchers). Please, check it. Try to add some privileged user to mail Cc list to be shure that this feature doesn't fail because of permissions. > > Set($RTAddressRegexp , '^support-test\@mydomain\.com$'); > > To the RT_SiteConfig.pm module. I tried this with and without > commenting it out in the RT_Config.pm file, but still no luck. RT3.4 > will open the ticket, and if I then use RT to look at the full headers, > I see > > CC: Eric Swidey > Subject: test after comment out > Date: Sat, 04 Jun 2005 17:50:49 -0400 > To: support-test at mydomain.com > From: Jim Archer > > So the CC is there in the header, but RT does not parse it out. When > looking at the ticket, under "People" I see: > > Owner: Nobody > Requestors: jim at archer.net > Cc: > AdminCc: > > > Could this be related to the case of the CC in the header created by my > mail client, or is there something else I am missing? > > Thanks... > > Jim > > > > --On Saturday, June 04, 2005 4:54 PM -0400 Jim Archer > wrote: > >> I did that, but I guess I missed it... I'll look again... >> >> >> --On Saturday, June 04, 2005 4:02 PM -0400 seph >> wrote: >> >>>> When an email comes in and creates a ticket, is it possible to have RT >>>> 3.4 add the CCs as CCs in the ticket or as requestors? >>> >>> >>> Read the docs, it's a config file option. >>> >>> seph > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Mon Jun 6 06:44:19 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 06 Jun 2005 14:44:19 +0400 Subject: [rt-users] Upgraded rt Failing In-Reply-To: <42A0FB46.2000409@blast.com> References: <42A0FB46.2000409@blast.com> Message-ID: <42A42903.7090807@miet.ru> Please, read README file! There is special notes about UPGRADE. Also remove /opt/rt3/var/mason_data/obj dir. Restart http server. Anne Ramey wrote: > I upgraded from 3.0.11 to 3.4.2 and everything in the upgrade seemed to > go smoothly enough, but now that it's up, I'm getting lots of errors. > First--if I try and view a ticket queue I get: > System error > error: too many arguments at /opt/rt3/local/lib/RT/Tickets_Overlay.pm > line 1269 > context: > ... 197: # whether they should generate a full stack trace (confess() > and cluck()) > 198: # or simply report the caller's package (croak() and carp()), > respectively. > 199: # confess() and croak() die, carp() and cluck() warn. > 200: 201: sub croak { die shortmess @_ } > 202: sub confess { die longmess @_ } > 203: sub carp { warn shortmess @_ } > 204: sub cluck { warn longmess @_ } > 205: ... code stack: /usr/lib/perl5/5.8.5/Carp.pm:201 > ../../lib/Storable.pm (autosplit into > ../../lib/auto/Storable/logcroak.al):71 > ../../lib/Storable.pm (autosplit into > ../../lib/auto/Storable/_freeze.al):283 > ../../lib/Storable.pm (autosplit into > ../../lib/auto/Storable/freeze.al):266 > /opt/rt3/local/lib/RT/Tickets_Overlay.pm:1269 > /opt/rt3/local/html/Search/Elements/TicketHeaderCell:44 > /opt/rt3/local/html/Search/Elements/TicketHeader:25 > /opt/rt3/local/html/Search/Listing.html:31 > /opt/rt3/local/html/autohandler:196 > raw error > > And If I try and view a ticket, it comes up, but the ticket contect is > missing with these errors in the messages log: > > > Jun 3 20:36:40 wind RT: DBD::mysql::st execute failed: Unknown column > 'Transactions_1.Ticket' in 'where clause' at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 480. > (/opt/rt3/local/lib/RT.pm:277) > > There is more, but that seems like the important part. > > We're down until we get this back up, so any help would be appreciated. > > Thank you, > Anne > > _______________________________________________ > 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 Jun 6 06:47:31 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 06 Jun 2005 14:47:31 +0400 Subject: [rt-users] cannot log in as root In-Reply-To: <1117860938.3420.9.camel@localhost.localdomain> References: <1117810811.15377.6.camel@localhost.localdomain> <1117811130.15377.11.camel@localhost.localdomain> <42A075D7.1010203@progeny.com> <1117826964.8063.4.camel@localhost.localdomain> <42A0DF75.6070201@miet.ru> <1117860938.3420.9.camel@localhost.localdomain> Message-ID: <42A429C3.5080506@miet.ru> Tim Suter wrote: > Thanks Ruslan. I didn't try that. I did this: > cd /opt > rm -rf rt3 (I know. It was excessive, but hey, it was a Friday night > and it was late and I was in a mood.) > Then I removed the database. > ran make install and make initialize-database from the source > directory. > > All was well again. However, for future reference, what could have > caused this thing to go poof like it did? I don't know, I didn't have a chance to work with external users DB. > > Tim > > > On Sat, 2005-06-04 at 02:53 +0400, Ruslan U. Zakirov wrote: > >>If you don't have valuable data in DB you can reinit DB. goto dir where >>RT sources are, and run >> > make dropdb >> > make initdb >>This will reset data. >> >>Tim Suter wrote: >> >> >>>Is there a way to reinitialize this installation so that I can get root >>>access to the web interface back? Does it need to be that dramatic? >>>FastCGI gives me the following error_log: >>> >>>[Fri Jun 03 13:36:30 2005] [error] [client x.x.x.x] FastCGI: server >>>"/opt/rt3/bin/mason_handler.fcgi" stderr: [Fri Jun 3 18:36:30 2005] >>>[error]: FAILED LOGIN for admin from x.x.x.x >>>(/opt/rt3/share/html/autohandler:197), referer: >>>http://testhelp.x.x/index.html >>> >>>I think it has to lie within FastCGI. Anyone care to input? >>> >>>Accessing the database rt3 as rt_user and with rt_pass works fine. >>> >>>It's just the web interface I can't get access to as root. >>> >>>Tim >>> >>>On Fri, 2005-06-03 at 10:23 -0500, Vicki Stanfield wrote: >>> >>> >>> >>>>Tim Suter wrote: >>>> >>>> >>>> >>>> >>>>>BTW, I don't have anything that I care about saving as this is a clean >>>>>test install and have just been poking around seeing what I can do with >>>>>it (obviously, I can break it!). >>>>>So, if there is something that I have to do like create a new DB or >>>>>whatever, no prob. >>>>> >>>>>Tim >>>>>On Fri, 2005-06-03 at 10:00 -0500, Tim Suter wrote: >>>>> >>>>> >>>>> >>>>> >>>>> >>>>>>I have an existing fresh installation of RT3.2.3. I wanted to use the >>>>>>LDAP overlay but was told to change it to Apache's ldap authorization, >>>>>>the authzldap module. After attempting to do that, I couldn't get >>>>>>logged in. So, I thought I would go and "switch everything back" to the >>>>>>way it was. In doing this, I found that after I got things "back", I >>>>>>couldn't log in as root with the password I changed before I started >>>>>>messing with the authzldap module. >>>>>> >>>>>>I followed the bestpractical FAQ to reset the root password back to the >>>>>>default password for the root account, however, that didn't work. This >>>>>>was a MySQL command. >>>>>> >>>>>>I restarted MySQL and apache. >>>>>> >>>>>>Still nothing. >>>>>> >>>>>>Anyone know what I should check now? >>>>>> >>>>>>Tim >>>>>> >>>>>>_______________________________________________ >>>>>>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 >>>>> >>>>> >>>>> >>>>> >>>> >>>>Can you bring up mysql as that user outside of RT? (Be sure to use the >>>>username and password from your RT_SiteConfig.pm) Does show databases >>>>show the database for rt? >>>> >>>> >>>>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 Ruslan.Zakirov at miet.ru Mon Jun 6 06:50:01 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 06 Jun 2005 14:50:01 +0400 Subject: [rt-users] Email setup for new install In-Reply-To: <42A06BC2.4020709@sci.utah.edu> References: <42A06BC2.4020709@sci.utah.edu> Message-ID: <42A42A59.9020008@miet.ru> Nick Rathke wrote: > Greetings, > > > I have a quick question ( I hope) We have an existing mail server that I > would like to use with RT. Do I still need to set up up an MTA on the > local RT system ? It is not clear to me what I need to do to configure > RT to work with an existing email server. Thanks for any help... No, you can use rt-mailgate on your email server, that is all you need. Search in archives. > > > > > Nick Rathke > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From mcoakley at managedbusiness.com Mon Jun 6 08:24:27 2005 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Mon, 06 Jun 2005 08:24:27 -0400 Subject: [rt-users] RT 3.4.2 and Transaction Custom Fields Message-ID: I'm having a problem with RT 3.4.2 and using Transaction Custom Fields. We are trying to use RT to track our time on installations and support requests. The first phase of this will be to have each person enter their time worked, billable time, travel time and travel mileage per transaction on a ticket. Having the fields appear on each transaction and editable by each user is not a problem. The problem is that after the initial create transaction (if done through the web interface) the only value that is actually saved is the first Transaction Custom Field. Here is an example: Create Transaction: [RT Defined] Worked: 0 {entered} / 0 {saved} [Transaction Custom Field] Billable Time: 15 {entered} / 15 {saved} Travel Time: 20 {entered} / 20 {saved} Travel Mileage: 15 {entered} / 15 {saved} Transaction #2 [RT Defined] Worked: 30 {entered} / 30 {saved} [Transaction Custom Field] Billable Time: 30 {entered} / 30 {saved} Travel Time: 35 {entered} / 1 {saved} Travel Mileage: 20 {entered} / 1 {saved} Transaction #3 [RT Defined] Worked: 25 {entered} / 25 {saved} [Transaction Custom Field] Billable Time: 15 {entered} / 15 {saved} Travel Time: 20 {entered} / 1 {saved} Travel Mileage: 15 {entered} / 1 {saved} In the above examples the value formatted as "25 {entered} / 25 {saved}" represents that the value of 25 was typed into the field and RT saved the value of 25. Anyone have any ideas why this is happening? Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 eFax - 425-790-6641 From hilde.rafaelsen at cc.uit.no Mon Jun 6 09:46:15 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Mon, 6 Jun 2005 15:46:15 +0200 Subject: SV: [rt-users] RT 3.4.1 - Local Customizations not being picked up Message-ID: Hi, I have the same problem. Tried to turn off caching but it didn't work. How can I erase the mason files? I meen wich files to I have to delete (I'm afraid I delete the wrong files). Best regards, Hilde -----Opprinnelig melding----- Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Jon Daley Sendt: 2. mai 2005 19:32 Til: rt-users at lists.bestpractical.com Emne: Re: [rt-users] RT 3.4.1 - Local Customizations not being picked up Mason is probably caching the data. You can erase the files from the mason sub directory, or else, easier (but makes the web page go really slow) is to set the following in your RT_SiteConfig. # set to 1 to turn off caching Set($DevelMode => '0'); On Mon, 2 May 2005, Ben Bush wrote: > I have install RT 3.4.1 onto a Redhat 4.0 Server. Everything seems to > be working fine but I am unable to make the local customizations in > /opt/rt3/local/html/Elements. I have copied the file > /opt/rt3/share/html/Elements/Header to /opt/rt3/local/html/Elements > and made some changes. I then restarted Apache. None of the changes > are picked up. I checked permissions and even changed all permissions > so that the web user had complete control over these files and could > view contents of these directories. I still can't get it to pick up > the changes. I don't know how to debug this further. Any help would be greatly appreciated. > > Thanks, > > Ben Bush > _______________________________________________ > 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 maxime.levasseur at b3g-telecom.com Mon Jun 6 09:35:34 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Mon, 06 Jun 2005 15:35:34 +0200 Subject: [rt-users] How to put a comment witout changing status Message-ID: <42A45126.5010100@b3g-telecom.com> Hi all, I've some problems with tickets in the ' new ' status. Sometimes, my users will have to put a comment in a ' new ' ticket but for several reasons, the ticket status must be the same after the comment akcnowledgement. 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 ' ) Is there a way to do it automatically ? In fact I would like the default status to be ' unchanged ' instead of 'open' after a comment on a 'new' ticket. I'm using a 3.4.0 release. Thanks for your help. Max From sh.hancock at gmail.com Mon Jun 6 11:36:06 2005 From: sh.hancock at gmail.com (Stephen Hancock) Date: Mon, 6 Jun 2005 11:36:06 -0400 Subject: [rt-users] Version number display Message-ID: <78c5b1410506060836ef2caa3@mail.gmail.com> I have upgraded and installed new RT 3.4.2 and in both cases the version number displays as 3.4.1 (my current version) when RT is run. Is this simply a cosmetic change that was not made? Anyway, I reinstalled as new because I thought the 3.4.2 upgrade had failed somehow because of the display (3.4.1). Should I fix the version number display myself and assume all else is OK? or is this indicative of perhaps other files missing/incorrect/etc. ? Thanks, Stephen Hancock From rtusers at memory.blank.org Mon Jun 6 11:36:54 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Mon, 6 Jun 2005 11:36:54 -0400 Subject: [rt-users] starting ticket number In-Reply-To: <429F569E.7050803@vtwireless.com> References: <429F569E.7050803@vtwireless.com> Message-ID: <20050606153654.GP25845@blank.org> I could have sworn that this was in the FAQ once upon a time, but repeated searching of the wiki hasn't turned up anything... Is there a simple way to set RT's starting ticket number to something higher than 1? -n ------------------------------------------------------ "The problem with defending the purity of the English language is that English is about as pure as a cribhouse whore. We don't just borrow words; on occasion, English has pursued other languages down alleyways to beat them unconscious and rifle their pockets for new vocabulary." (--James D. Nicoll) ---------------------------------------------- From jim at archer.net Mon Jun 6 12:30:06 2005 From: jim at archer.net (Jim Archer) Date: Mon, 06 Jun 2005 12:30:06 -0400 Subject: [rt-users] starting ticket number In-Reply-To: <20050606153654.GP25845@blank.org> References: <429F569E.7050803@vtwireless.com> <20050606153654.GP25845@blank.org> Message-ID: It depends on what database you are using. Look for the file called schema.Pg for postgres or schema.mysql, or whatever. You'll see a line that says something like: CREATE SEQUENCE tickets_id_seq; That's for Postgres. I changed it to: CREATE SEQUENCE tickets_id_seq MINVALUE 8000; Then I initialized my database. --On Monday, June 06, 2005 11:36 AM -0400 "Nathan J. Mehl" wrote: > > I could have sworn that this was in the FAQ once upon a time, but > repeated searching of the wiki hasn't turned up anything... > > Is there a simple way to set RT's starting ticket number to something > higher than 1? > > -n > > ------------------------------------------------------ > "The problem with defending the purity of the English language is that > English is about as pure as a cribhouse whore. We don't just borrow > words; on occasion, English has pursued other languages down alleyways > to beat them unconscious and rifle their pockets for new vocabulary." > (--James D. Nicoll) > ---------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From afiglin at pictage.com Mon Jun 6 12:40:13 2005 From: afiglin at pictage.com (Anya Figlin) Date: Mon, 06 Jun 2005 09:40:13 -0700 Subject: [rt-users] Re: starting ticket number In-Reply-To: <20050606160004.ED0504D8180@diesel.bestpractical.com> References: <20050606160004.ED0504D8180@diesel.bestpractical.com> Message-ID: <1118076014.18930.47.camel@tech01.pictage.com> There is a sequence "tickets_id_seq" that you can define to start with any number you like. -anya On Mon, 2005-06-06 at 12:00 -0400, rt-users- request at lists.bestpractical.com wrote: > Message: 5 > Date: Mon, 6 Jun 2005 11:36:54 -0400 > From: "Nathan J. Mehl" > Subject: [rt-users] starting ticket number > To: rt-users at lists.bestpractical.com > Message-ID: <20050606153654.GP25845 at blank.org> > Content-Type: text/plain; charset=us-ascii > > > I could have sworn that this was in the FAQ once upon a time, but > repeated searching of the wiki hasn't turned up anything... > > Is there a simple way to set RT's starting ticket number to something > higher than 1? > > -n From tom at triadsys.com Mon Jun 6 16:23:44 2005 From: tom at triadsys.com (Tom Vier) Date: Mon, 06 Jun 2005 16:23:44 -0400 Subject: [rt-users] can't get rt to use innodb Message-ID: <42A4B0D0.9080402@triadsys.com> I recently upgraded to rt3.4 and noticed that with every comment, a blant comment appeared before it. I get this in syslog: Jun 6 15:55:09 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) I used to have "skip-innodb" in my.cnf, but i removed it, and restarted mysql (debian version 4.0.24-10, btw). It created the log files and phpmyadmin indicates that it's running, but rt still has the same problem. I even cleared the session cache, but it's still not working. Am i missing something? tia! From kevins at zumiez.com Mon Jun 6 16:53:30 2005 From: kevins at zumiez.com (Kevin Sonney) Date: Mon, 6 Jun 2005 13:53:30 -0700 Subject: [rt-users] Error Running Mutiple Instances Message-ID: RT Users, I'm trying to run two RT instances on one box. Everything installed find and apache starts with no errors. I am able to access the second virtual host but when you access the first virtual host you get "Page cannot be displayed" and the following error in /var/log/messages: Jun 6 10:33:06 pierce RT: [Mason] Cannot resolve file to component: /var/opt/rtlive/share/html/index.html (is file outside component root?) at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 847. (/var/opt/rtdev/lib/RT.pm:277) I'm found some info running multiple instances with FastCGI but not modperl 2.0. My config is : Fedora Core 2 Perl 5.8.3 Modperl 2.0 Apache 2.0.49 Thanks in advance, Kevin /etc/httpd/conf/httpd.conf ServerName yyy.server.com DocumentRoot /var/opt/rtlive/share/html AddDefaultCharset UTF-8 RedirectMatch permanent (.*)/$ http://yyy.server.com$1/index.html # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /var/opt/rtlive/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ServerName zzz.server.com DocumentRoot /var/opt/rtdev/share/html AddDefaultCharset UTF-8 RedirectMatch permanent (.*)/$ http://zzz.server.com$1/index.html # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /var/opt/rtdev/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Mon Jun 6 17:05:18 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 06 Jun 2005 17:05:18 -0400 Subject: [rt-users] Error Running Mutiple Instances In-Reply-To: Message-ID: <5.2.1.1.2.20050606170410.0233e9a8@po14.mit.edu> At Monday 6/6/2005 04:53 PM, Kevin Sonney wrote: >I'm trying to run two RT instances on one box. >Modperl 2.0 >Apache 2.0.49 Kevin, I think with modperl you need to be running two separate instances of Apache. Steve From chris-lists at pipelinewireless.us Mon Jun 6 16:57:39 2005 From: chris-lists at pipelinewireless.us (Chris) Date: Mon, 6 Jun 2005 16:57:39 -0400 Subject: [rt-users] Re: starting ticket number In-Reply-To: <1118076014.18930.47.camel@tech01.pictage.com> Message-ID: <20050606214534.6E52A4D80B4@diesel.bestpractical.com> And is there any way to change this after the installation? Chris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Anya Figlin Sent: Monday, June 06, 2005 12:40 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Re: starting ticket number There is a sequence "tickets_id_seq" that you can define to start with any number you like. -anya On Mon, 2005-06-06 at 12:00 -0400, rt-users- request at lists.bestpractical.com wrote: > Message: 5 > Date: Mon, 6 Jun 2005 11:36:54 -0400 > From: "Nathan J. Mehl" > Subject: [rt-users] starting ticket number > To: rt-users at lists.bestpractical.com > Message-ID: <20050606153654.GP25845 at blank.org> > Content-Type: text/plain; charset=us-ascii > > > I could have sworn that this was in the FAQ once upon a time, but > repeated searching of the wiki hasn't turned up anything... > > Is there a simple way to set RT's starting ticket number to something > higher than 1? > > -n _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- No virus found in this incoming message. Checked by AVG Anti-Virus. Version: 7.0.323 / Virus Database: 267.6.4 - Release Date: 6/6/2005 From cartera at lei.net.au Mon Jun 6 18:28:44 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 07 Jun 2005 08:28:44 +1000 Subject: [rt-users] Re: starting ticket number In-Reply-To: <20050606214534.6E52A4D80B4@diesel.bestpractical.com> References: <20050606214534.6E52A4D80B4@diesel.bestpractical.com> Message-ID: <42A4CE1C.5030709@lei.net.au> I've reset it on MySQL with InnoDB by simply adding a ticket with the appropriate number via phpmyadmin, then editing the Primary Index. this updates the starting number. Chris wrote: >And is there any way to change this after the installation? > >Chris > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Anya Figlin >Sent: Monday, June 06, 2005 12:40 PM >To: rt-users at lists.bestpractical.com >Subject: [rt-users] Re: starting ticket number > >There is a sequence "tickets_id_seq" that you can define to start with >any number you like. > >-anya > >On Mon, 2005-06-06 at 12:00 -0400, rt-users- >request at lists.bestpractical.com wrote: > > >>Message: 5 >>Date: Mon, 6 Jun 2005 11:36:54 -0400 >>From: "Nathan J. Mehl" >>Subject: [rt-users] starting ticket number >>To: rt-users at lists.bestpractical.com >>Message-ID: <20050606153654.GP25845 at blank.org> >>Content-Type: text/plain; charset=us-ascii >> >> >>I could have sworn that this was in the FAQ once upon a time, but >>repeated searching of the wiki hasn't turned up anything... >> >>Is there a simple way to set RT's starting ticket number to something >>higher than 1? >> >>-n >> >> > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From cartera at lei.net.au Mon Jun 6 18:31:20 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 07 Jun 2005 08:31:20 +1000 Subject: [rt-users] Making RT support multi-signatures ? Message-ID: <42A4CEB8.10901@lei.net.au> Morning all, We use RT in a wholesale type environment and recently have moved RT into some other areas of the business as well. I would like ot be able to centralise it a bit more. The Ticket tags are easily dealt with (multiple instances runing FCGI pointing to different config files but using the same backend database) but my issue is the user identities. I want to prevent having to have two users for everyone to run their different signatures. Is there a patch/hack to support multiple signatures (a default, and say a jscript menu to select one or the other or something???)? Cheers -- 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 tal at whatexit.org Mon Jun 6 20:11:48 2005 From: tal at whatexit.org (Tom Limoncelli) Date: Mon, 6 Jun 2005 20:11:48 -0400 Subject: [rt-users] How to get the source of a Condition I want to modify Message-ID: <11EDAB42-2E08-4076-AF22-B436BDA3032B@whatexit.org> I'm doing my first customization, so bear with me. I have a "Postmaster" queue, and would prefer that the "On Create Autoreply To Requestors" global scrip would not autoreply to postmaster problems. Ah, ha! That exact problem is described here: http://wiki.bestpractical.com/index.cgi?WriteCustomCondition So I go to Global -> Scripts -> select "On Create Autoreply To Requestors with template AutoReply with PW assign" and see that the current condition is "On Create". I understand that I want to change that to "User Defined". Is there a way to see the "On Create" code so that I can copy it as the basis for my "User Defined" version? Thanks! Tom From klimkin at falkag.com Tue Jun 7 01:58:21 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Tue, 07 Jun 2005 09:58:21 +0400 Subject: [rt-users] can't get rt to use innodb In-Reply-To: <42A4B0D0.9080402@triadsys.com> References: <42A4B0D0.9080402@triadsys.com> Message-ID: <42A5377D.7070407@falkag.com> Greetings! You also have to convert all the tables to InnoDB. For each of you tables you should execute: ALTER TABLE TYPE=InnoDB; (from mysql console) SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia Tom Vier wrote: > I recently upgraded to rt3.4 and noticed that with every comment, a > blant comment appeared before it. I get this in syslog: > > Jun 6 15:55:09 opteron-prime RT: DBD::mysql::db rollback failed: > Warning: Some non-transactional changed tables couldn't be rolled back > at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. > (/usr/share/request-tracker3.4/lib/RT.pm:277) > > I used to have "skip-innodb" in my.cnf, but i removed it, and restarted > mysql (debian version 4.0.24-10, btw). It created the log files and > phpmyadmin indicates that it's running, but rt still has the same > problem. I even cleared the session cache, but it's still not working. > > Am i missing something? tia! From rasjidw at openminddev.net Tue Jun 7 01:41:11 2005 From: rasjidw at openminddev.net (Rasjid Wilcox) Date: Tue, 7 Jun 2005 15:41:11 +1000 Subject: [rt-users] Escalate tickets without changing last updated field Message-ID: <200506071541.12095.rasjidw@openminddev.net> Hi, I have worked out how to modify RT::Action::EscalatePriority so that a transaction is not recorded each time a ticket's priority is escalated. However, the LastUpdated date is still reset. It would be nice if this could was left alone for this action. Any suggestions as to how to go about this (including just suggesting which module to look at in detail) would be much appreciated. Thanks, Rasjid. -- Rasjid Wilcox Melbourne, Australia (UTC +10 hrs) From klimkin at falkag.com Tue Jun 7 02:06:34 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Tue, 07 Jun 2005 10:06:34 +0400 Subject: SV: [rt-users] RT 3.4.1 - Local Customizations not being picked up In-Reply-To: References: Message-ID: <42A5396A.7030602@falkag.com> Greetings! You can delete mason cache this way: $> rm -rf /opt/rt3/var/mason_data/* It helps in most cases. BTW, $DevelMode=1 setting crashes RTFM 2.0.4 perfectly. SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia Hilde T Lauvset Rafaelsen wrote: > I have the same problem. Tried to turn off caching but it didn't work. How can I erase the mason files? I meen wich files to I have to delete (I'm afraid I delete the wrong files). > > Best regards, > Hilde > > -----Opprinnelig melding----- > Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Jon Daley > Sendt: 2. mai 2005 19:32 > Til: rt-users at lists.bestpractical.com > Emne: Re: [rt-users] RT 3.4.1 - Local Customizations not being picked up > > Mason is probably caching the data. You can erase the files from the mason sub directory, or else, easier (but makes the web page go really > slow) is to set the following in your RT_SiteConfig. > > # set to 1 to turn off caching > Set($DevelMode => '0'); From stephen at hknet.com Tue Jun 7 02:47:01 2005 From: stephen at hknet.com (Stephen Fung) Date: Tue, 07 Jun 2005 14:47:01 +0800 Subject: [rt-users] Escalate tickets without changing last updated field In-Reply-To: <200506071541.12095.rasjidw@openminddev.net> References: <200506071541.12095.rasjidw@openminddev.net> Message-ID: <42A542E5.6000003@hknet.com> Change the following line in EscalatePriority.pm: Original: my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'}); To: my ($val, $msg) = $self->TicketObj->__Set(Field => 'Priority', Value => $self->{'prio'}, RecordTransaction => 0); Rasjid Wilcox wrote: > Hi, > > I have worked out how to modify RT::Action::EscalatePriority so that a > transaction is not recorded each time a ticket's priority is escalated. > > However, the LastUpdated date is still reset. It would be nice if this could > was left alone for this action. > > Any suggestions as to how to go about this (including just suggesting which > module to look at in detail) would be much appreciated. > > Thanks, > > Rasjid. > From rt-list at derman.com Tue Jun 7 03:20:19 2005 From: rt-list at derman.com (B. Derman) Date: Tue, 7 Jun 2005 00:20:19 -0700 Subject: [rt-users] Problem Installing Perl Modules for RT 3.4.2 on OS X 10.4.1 Message-ID: Dozens of Perl modules have installed without problems (via CPAN), but trying to satisfy the dependencies leads to installing XML-RSS-1.05 which eventually leads to the following errors. Anyone have a solution to this (OS X 10.4.1 is up-to-date and fairly "vanilla")? ... Checking if your kit is complete... Looks good Writing Makefile for XML::NamespaceSupport make[1]: *** No rule to make target `/System/Library/Perl/5.8.6/darwin-thread-multi-2level/CORE/config.h', needed by `Makefile'. Stop. /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Running make for M/MS/MSERGEANT/XML-SAX-0.12.tar.gz Is already unwrapped into directory /Users/admin/.cpan/build/XML-SAX-0.12 CPAN.pm: Going to build M/MS/MSERGEANT/XML-SAX-0.12.tar.gz make[1]: *** No rule to make target `/System/Library/Perl/5.8.6/darwin-thread-multi-2level/CORE/config.h', needed by `Makefile'. Stop. /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Running install for module XML::NamespaceSupport Running make for R/RB/RBERJON/XML-NamespaceSupport-1.09.tar.gz Is already unwrapped into directory /Users/admin/.cpan/build/XML-NamespaceSupport-1.09 Has already been processed within this session Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible Running make for G/GR/GRANTM/XML-Simple-2.14.tar.gz Is already unwrapped into directory /Users/admin/.cpan/build/XML-Simple-2.14 CPAN.pm: Going to build G/GR/GRANTM/XML-Simple-2.14.tar.gz make[1]: *** No rule to make target `/System/Library/Perl/5.8.6/darwin-thread-multi-2level/CORE/config.h', needed by `Makefile'. Stop. /usr/bin/make -- NOT OK Running make test Can't test without successful make Running make install make had returned bad status, install seems impossible -- ------------------------------------------------ Bryan Derman http://www.derman.com/ The home of LicenseControl, KMremoteControl, ... ------------------------------------------------ From rasjidw at openminddev.net Tue Jun 7 03:55:35 2005 From: rasjidw at openminddev.net (Rasjid Wilcox) Date: Tue, 7 Jun 2005 17:55:35 +1000 Subject: [rt-users] Escalate tickets without changing last updated field In-Reply-To: <42A542E5.6000003@hknet.com> References: <200506071541.12095.rasjidw@openminddev.net> <42A542E5.6000003@hknet.com> Message-ID: <200506071755.35026.rasjidw@openminddev.net> On Tuesday 07 June 2005 16:47, Stephen Fung wrote: > Change the following line in EscalatePriority.pm: > > Original: > my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'}); > > To: > my ($val, $msg) = $self->TicketObj->__Set(Field => 'Priority', Value => > $self->{'prio'}, RecordTransaction => 0); Ah. I had $self->TicketObj->_Set(.... with one underscore. Using two underscores seems to have done the trick. Thanks! Rasjid. -- Rasjid Wilcox Melbourne, Australia (UTC +10 hrs) From cartera at lei.net.au Tue Jun 7 04:14:42 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 07 Jun 2005 18:14:42 +1000 Subject: [rt-users] List users 'logged in' Message-ID: <42A55772.8000104@lei.net.au> Is there an option to list a wtmp like 'w' listing to RT? I'd like to be able to add a status 'in-progress' and also view what staff where logged in and actively working on tasks... -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From Ruslan.Zakirov at miet.ru Tue Jun 7 06:57:55 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 07 Jun 2005 14:57:55 +0400 Subject: [rt-users] Error Running Mutiple Instances In-Reply-To: <5.2.1.1.2.20050606170410.0233e9a8@po14.mit.edu> References: <5.2.1.1.2.20050606170410.0233e9a8@po14.mit.edu> Message-ID: <42A57DB3.5030809@miet.ru> Stephen Turner wrote: > At Monday 6/6/2005 04:53 PM, Kevin Sonney wrote: > >> I'm trying to run two RT instances on one box. >> Modperl 2.0 >> Apache 2.0.49 > > > Kevin, > > I think with modperl you need to be running two separate instances of > Apache. With MP2 - no, you need separate perl interpreters for your virtual hosts. You should add some Perl* option to server config(see http://perl.apache.org) that say modperl use standalone perl interpreter for virtual host. You should add this option before "PerlRequire ...webmux.pl"(this to be sure that all webmuxes run in own perl env). > > Steve > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Tue Jun 7 07:03:03 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 07 Jun 2005 15:03:03 +0400 Subject: [rt-users] How to get the source of a Condition I want to modify In-Reply-To: <11EDAB42-2E08-4076-AF22-B436BDA3032B@whatexit.org> References: <11EDAB42-2E08-4076-AF22-B436BDA3032B@whatexit.org> Message-ID: <42A57EE7.9080706@miet.ru> Tom Limoncelli wrote: > I'm doing my first customization, so bear with me. > I have a "Postmaster" queue, and would prefer that the "On Create > Autoreply To Requestors" global scrip would not autoreply to postmaster > problems. Ah, ha! That exact problem is described here: > > http://wiki.bestpractical.com/index.cgi?WriteCustomCondition > > So I go to Global -> Scripts -> select "On Create Autoreply To > Requestors with template AutoReply with PW assign" and see that the > current condition is "On Create". I understand that I want to change > that to "User Defined". > > Is there a way to see the "On Create" code so that I can copy it as the > basis for my "User Defined" version? /path/to/rt/lib/RT/Condition/... but be aware that execution context of the UserDefined actions and conditions a little differs from context of the .pm actions and conditions. See also WriteCustomAction on the wiki. > > Thanks! > > Tom > _______________________________________________ > 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 Jun 7 07:24:35 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 07 Jun 2005 15:24:35 +0400 Subject: [rt-users] Escalate tickets without changing last updated field In-Reply-To: <200506071755.35026.rasjidw@openminddev.net> References: <200506071541.12095.rasjidw@openminddev.net> <42A542E5.6000003@hknet.com> <200506071755.35026.rasjidw@openminddev.net> Message-ID: <42A583F3.1070900@miet.ru> Rasjid Wilcox wrote: > On Tuesday 07 June 2005 16:47, Stephen Fung wrote: > >>Change the following line in EscalatePriority.pm: >> >>Original: >>my ($val, $msg) = $self->TicketObj->SetPriority($self->{'prio'}); >> >>To: >>my ($val, $msg) = $self->TicketObj->__Set(Field => 'Priority', Value => >>$self->{'prio'}, RecordTransaction => 0); > > > Ah. I had $self->TicketObj->_Set(.... with one underscore. > > Using two underscores seems to have done the trick. May be some one can write patch that achive same effect conditional? I'll update wiki later(I'm in DNS block list :() with this info. > > Thanks! > > Rasjid. > From Ruslan.Zakirov at miet.ru Tue Jun 7 07:29:48 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 07 Jun 2005 15:29:48 +0400 Subject: [rt-users] Problem Installing Perl Modules for RT 3.4.2 on OS X 10.4.1 In-Reply-To: References: Message-ID: <42A5852C.1030806@miet.ru> Google is your friend: http://www.google.ru/search?q=darwin-thread-multi-2level%2FCORE%2Fconfig.h See first link: http://www.spanner.org/lists/osxperl/2005/05/10/51ebab78.html I hope this would help. -- Ruslan. B. Derman wrote: > Dozens of Perl modules have installed without problems (via CPAN), but > trying to satisfy the dependencies leads to installing XML-RSS-1.05 which > eventually leads to the following errors. Anyone have a solution to this > (OS X 10.4.1 is up-to-date and fairly "vanilla")? > ... > Checking if your kit is complete... > Looks good > Writing Makefile for XML::NamespaceSupport > make[1]: *** No rule to make target > `/System/Library/Perl/5.8.6/darwin-thread-multi-2level/CORE/config.h', > needed by `Makefile'. Stop. > /usr/bin/make -- NOT OK > Running make test > Can't test without successful make > Running make install > make had returned bad status, install seems impossible > Running make for M/MS/MSERGEANT/XML-SAX-0.12.tar.gz > Is already unwrapped into directory /Users/admin/.cpan/build/XML-SAX-0.12 > > CPAN.pm: Going to build M/MS/MSERGEANT/XML-SAX-0.12.tar.gz > > make[1]: *** No rule to make target > `/System/Library/Perl/5.8.6/darwin-thread-multi-2level/CORE/config.h', > needed by `Makefile'. Stop. > /usr/bin/make -- NOT OK > Running make test > Can't test without successful make > Running make install > make had returned bad status, install seems impossible > Running install for module XML::NamespaceSupport > Running make for R/RB/RBERJON/XML-NamespaceSupport-1.09.tar.gz > Is already unwrapped into directory > /Users/admin/.cpan/build/XML-NamespaceSupport-1.09 > Has already been processed within this session > Running make test > Can't test without successful make > Running make install > make had returned bad status, install seems impossible > Running make for G/GR/GRANTM/XML-Simple-2.14.tar.gz > Is already unwrapped into directory > /Users/admin/.cpan/build/XML-Simple-2.14 > > CPAN.pm: Going to build G/GR/GRANTM/XML-Simple-2.14.tar.gz > > make[1]: *** No rule to make target > `/System/Library/Perl/5.8.6/darwin-thread-multi-2level/CORE/config.h', > needed by `Makefile'. Stop. > /usr/bin/make -- NOT OK > Running make test > Can't test without successful make > Running make install > make had returned bad status, install seems impossible > From Ruslan.Zakirov at miet.ru Tue Jun 7 07:35:21 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 07 Jun 2005 15:35:21 +0400 Subject: [rt-users] can't get rt to use innodb In-Reply-To: <42A5377D.7070407@falkag.com> References: <42A4B0D0.9080402@triadsys.com> <42A5377D.7070407@falkag.com> Message-ID: <42A58679.1080404@miet.ru> Danial Klimkin wrote: > Greetings! > > > You also have to convert all the tables to InnoDB. > For each of you tables you should execute: > > ALTER TABLE TYPE=InnoDB; > > (from mysql console) You can leave 'sessions' table not converted. > > > SY, Danial. From nmcdavit at alcor.concordia.ca Tue Jun 7 09:03:43 2005 From: nmcdavit at alcor.concordia.ca (Nathan Van Fleet) Date: Tue, 7 Jun 2005 09:03:43 -0400 Subject: [rt-users] Custom Field Arrangement Message-ID: <6CD17F96-56D3-41A9-8E46-F79960A19916@alcor.concordia.ca> Hi, We're in the preliminary stages of setting up an RT database and there appears to be some things missing. I was wondering whether I should ask in one email or several. For the sake of not bothering everyone it's all in one. So here's my questions. 1) Is there anyway to just copy-paste items into a select multiple field? It seems inefficient to make me create a field each time. I want to have one text box that will tell which is a new field by the line break (I hope that's not for the wishlist, but actually exists to an effect already). 2) Are pulldown menus possible for custom fields? It seems that select one value should be a pulldown but it is a box. This takes up a lot of room and with the number of fields we need it is cumbersome. 3) Is there anyway to have multiple custom fields associate with each- other. Example: software name> software price> number of copies. - The use of this to me would follow with the ability to create multiple copies of the same group of custom fields. Example: If they want to get another type of software I could possibly press a "+" button to create another group and enter the information. (I guess that isn't a question though) 4) CSS is not enabled at all? There appear to be questions that assume it did work or does work but it is on the wishlist. Is this something to sit tight about? Sorry if some of the questions are stupid, I left out some others that I saw a little of information on earlier. Thanks for the help, -Nathan Van Fleet nmcdavit at alcor.concordia.ca Helpline Coordinator 848-2424 Xt.8677 From JRamon.Alfageme at alhambra-eidos.com Tue Jun 7 09:34:35 2005 From: JRamon.Alfageme at alhambra-eidos.com (=?iso-8859-1?Q?Juan_Ram=F3n_Alfageme_Mata?=) Date: Tue, 7 Jun 2005 15:34:35 +0200 Subject: [rt-users] How SLA works? Message-ID: <1515E176F4AD2E4AA41D92D7C006BC4701902E1F@ALHM4SRV.alhpridom.as> Hi, Can anyone explain a bit how SLA works in RTIR? Thanks in advance. From jra at baylink.com Tue Jun 7 10:13:13 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 7 Jun 2005 10:13:13 -0400 Subject: [rt-users] Error Running Mutiple Instances In-Reply-To: <42A57DB3.5030809@miet.ru>; from "Ruslan U. Zakirov" on Tue, Jun 07, 2005 at 02:57:55PM +0400 References: <5.2.1.1.2.20050606170410.0233e9a8@po14.mit.edu> <42A57DB3.5030809@miet.ru> Message-ID: <20050607101313.A13843@cgi.jachomes.com> On Tue, Jun 07, 2005 at 02:57:55PM +0400, Ruslan U. Zakirov wrote: > Stephen Turner wrote: > > At Monday 6/6/2005 04:53 PM, Kevin Sonney wrote: > > > >> I'm trying to run two RT instances on one box. > >> Modperl 2.0 > >> Apache 2.0.49 > > > > I think with modperl you need to be running two separate instances of > > Apache. > With MP2 - no, you need separate perl interpreters for your virtual > hosts. You should add some Perl* option to server config(see > http://perl.apache.org) that say modperl use standalone perl interpreter > for virtual host. You should add this option before "PerlRequire > ...webmux.pl"(this to be sure that all webmuxes run in own perl env). Any chance you could post a sample apache config segment to the wiki on that, Ruslan? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From Rob at unixadministrator.org Tue Jun 7 11:58:16 2005 From: Rob at unixadministrator.org (Robert Fleming) Date: Tue, 7 Jun 2005 08:58:16 -0700 (PDT) Subject: [rt-users] Error sending to requestors from /var/log/messages Message-ID: <20050607155817.88805.qmail@web309.biz.mail.mud.yahoo.com> Need to know what this error is.. Error --------------------------------------------------------------------------------------------------------- Jun 7 10:05:24 drw RT: #885/8815 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Jun 7 10:05:24 drw RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:221) Jun 7 10:05:24 drw RT: #885/8815 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Jun 7 10:05:25 drw RT: sent To: studentemailaddress at rt.edu Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:269) Jun 7 10:05:25 drw RT: #885/8815 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Jun 7 10:05:25 drw RT: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:221) Jun 7 10:05:25 drw RT: #885/8817 - Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) Jun 7 10:05:26 drw RT: sent To: studentemailaddress at rt.edu Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:269) --------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From amit.poddar at yale.edu Tue Jun 7 11:56:58 2005 From: amit.poddar at yale.edu (amit poddar) Date: Tue, 07 Jun 2005 11:56:58 -0400 Subject: [rt-users] Problem with upgrading to 3.4.2 Message-ID: <42A5C3CA.1040506@yale.edu> Hi, I have upgraded my rt installation from 3.0.10 to 3.4.2 When I try to log on I get the following error message *error:* Can't use string ("1118159048") as an ARRAY ref while "strict refs" in use at /u03/rt/perl/lib/5.8.7/i686-linux/Time/HiRes.pm line 43. *context:* *...* *39:* sub tv_interval { *40:* # probably could have been done in C *41:* my ($a, $b) = @_; *42:* $b = [gettimeofday()] unless defined($b); *43:* (${$b}[0] - ${$a}[0]) + ((${$b}[1] - ${$a}[1]) / 1_000_000); *44:* } *45:* *46:* # Autoload methods go after =cut, and are processed by the autosplit program. *47:* *...* *code stack:* /u03/rt/perl/lib/5.8.7/i686-linux/Time/HiRes.pm:43 /u03/rt/rt/share/html/Elements/Footer:71 /u03/rt/rt/share/html/autohandler:3 raw error I tried upgrading Time::HiRes to 1.68 but of no avail Any Hints ? thanks amit From Ruslan.Zakirov at miet.ru Tue Jun 7 12:15:05 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 07 Jun 2005 20:15:05 +0400 Subject: [rt-users] Error sending to requestors from /var/log/messages In-Reply-To: <20050607155817.88805.qmail@web309.biz.mail.mud.yahoo.com> References: <20050607155817.88805.qmail@web309.biz.mail.mud.yahoo.com> Message-ID: <42A5C809.6080104@miet.ru> http://wiki.bestpractical.com/admin/index.cgi?FAQ Robert Fleming wrote: > Need to know what this error is.. > > Error > > --------------------------------------------------------------------------------------------------------- > > Jun 7 10:05:24 drw RT: > #885/8815 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) > > Jun 7 10:05:24 drw RT: No > recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:221) > > Jun 7 10:05:24 drw RT: > #885/8815 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) > > Jun 7 10:05:25 drw RT: > sent To: studentemailaddress at rt.edu Cc: Bcc: > (/opt/rt3/lib/RT/Action/SendEmail.pm:269) > > Jun 7 10:05:25 drw RT: > #885/8815 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) > > Jun 7 10:05:25 drw RT: No > recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:221) > > Jun 7 10:05:25 drw RT: > #885/8817 - Scrip 10 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) > > Jun 7 10:05:26 drw RT: > sent To: studentemailaddress at rt.edu Cc: Bcc: > (/opt/rt3/lib/RT/Action/SendEmail.pm:269) > > --------------------------------------------------------------------------------------------------------- > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 Jun 7 13:05:13 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 07 Jun 2005 21:05:13 +0400 Subject: [rt-users] Problem with upgrading to 3.4.2 In-Reply-To: <42A5C3CA.1040506@yale.edu> References: <42A5C3CA.1040506@yale.edu> Message-ID: <42A5D3C9.5070807@miet.ru> Remove /opt/rt3/var/mason_data/obj dir. Did you restart apache? Then please report back if it works or not. amit poddar wrote: > Hi, > > I have upgraded my rt installation from 3.0.10 to 3.4.2 > > When I try to log on I get the following error message > > *error:* Can't use string ("1118159048") as an ARRAY ref while > "strict refs" in use at /u03/rt/perl/lib/5.8.7/i686-linux/Time/HiRes.pm > line 43. > *context:* > *...* > *39:* sub tv_interval { > *40:* # probably could have been done in C > *41:* my ($a, $b) = @_; > *42:* $b = [gettimeofday()] unless defined($b); > *43:* (${$b}[0] - ${$a}[0]) + ((${$b}[1] - ${$a}[1]) / 1_000_000); > *44:* } > *45:* > *46:* # Autoload methods go after =cut, and are processed by the > autosplit program. > *47:* > *...* > > *code stack:* /u03/rt/perl/lib/5.8.7/i686-linux/Time/HiRes.pm:43 > /u03/rt/rt/share/html/Elements/Footer:71 > /u03/rt/rt/share/html/autohandler:3 > > raw error > > I tried upgrading Time::HiRes to 1.68 but of no avail > > Any Hints ? > > thanks > amit > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From sturner at MIT.EDU Tue Jun 7 13:24:36 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 07 Jun 2005 13:24:36 -0400 Subject: [rt-users] Error sending to requestors from /var/log/messages In-Reply-To: <20050607155817.88805.qmail@web309.biz.mail.mud.yahoo.com> Message-ID: <5.2.1.1.2.20050607132225.02354e18@po14.mit.edu> At Tuesday 6/7/2005 11:58 AM, Robert Fleming wrote: >Need to know what this error is.. > >Error > >--------------------------------------------------------------------------------------------------------- > >Jun 7 10:05:24 drw RT: >#885/8815 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:209) > >Jun 7 10:05:24 drw RT: No >recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:221) There are no errors in the list - "No recipients found. Not sending" just means that a scrip found no applicable recipients. For example, if you have a scrip set up to notify AdminCCs and there are no Admin CCs for the ticket/queue, you'll get that log entry. Steve From michael at halligan.org Tue Jun 7 15:47:20 2005 From: michael at halligan.org (Michael T. Halligan) Date: Tue, 07 Jun 2005 12:47:20 -0700 Subject: [rt-users] RT with RHEL4 In-Reply-To: <42A069CD.3030105@lehigh.edu> References: <429FB6B9.1090807@halligan.org> <42A069CD.3030105@lehigh.edu> Message-ID: <42A5F9C8.6090702@halligan.org> Well, I've made some progress (mainly, more proof that RedHat sucks). My main problem that I"m running into is this error : Couldn't untar /root/.cpan/sources/authors/id/M/MS/MSCHWERN/Test-Inline-0.16.tar that happens when I run : perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install Does anybody have an idea what's happening here? It happens on every module, and apparently request tracker needs about 80 modules to work. Is there not a better way (besides switching to debian) Phil Lawrence wrote: > Michael T. Halligan wrote: > >> Has anybody had any luck with RHEL4 & RT? > > > You bet. Easy as pie. Here's my install notes, heavily based on the > wiki: > Installing RT on RHEL 4 with FastCGI and MySQL: > > RHEL4 INSTALL > Boot from RHEL4 CD 1 > > When partitioning, click "Configure advanced boot loader options" > add vga=773 (or whatever) to kernal parms > > Firewall on, allow SSH, HTTP & HTTPS, SMTP > SELINUX=disabled > > Customize software packages to be installed > Pick "minimal" set of packages > > reboot > > SETUP up2date > # rpm --import /usr/share/rhn/RPM-GPG-KEY > > upgrade all (you'll be prompted to accept rhndefault > settings, and for your rhn user info) > # up2date -u > > add needed stuff > # up2date \ > httpd-devel \ > mod_ssl \ > mysql \ > mysqlclient10 \ > mysql-server \ > mysql-devel \ > gcc \ > system-switch-mail \ > postfix > > add stuff I like > # up2date \ > screen \ > rcs \ > vim-enhanced > > Now we switch from Sendmail to Postscript > # system-switch-mail > > start screen (if you like) > # screen > > Install FastCGI... > # cd /usr/local/src > # 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 > > 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 > > Do initial configure for apache > # cd /etc/httpd/conf > # ci -l httpd.conf > # vim httpd.conf > # rcsdiff httpd.conf > =================================================================== > RCS file: httpd.conf,v > retrieving revision 1.1 > diff -r1.1 httpd.conf > 189a190 > > LoadModule fastcgi_module modules/mod_fastcgi.so > > Start apache > # service httpd start > > Check Apache logs to make sure fastcgi started > - Should see no lines with [error] referencing FastCGI > - Should see one line indicating a [notice] and the pid of FastCGI > [notice] FastCGI: process manager initialized (pid 3478) > # cat /var/log/httpd/error_log > > If it worked... > # ci -u /etc/httpd/conf/httpd.conf > > NOTE: always check the group ownership and permissions of files after > you perform rcs operations on them... I think your effective ID can > screw things up, and then you've got to chgrp or whatever. > > Set apache and mysql to start automatically > # chkconfig httpd on > # chkconfig mysqld on > > Turn on MySQL server, set MySQL root password... > # service mysqld start > # mysqladmin -u root password some_new_password > > > Do initial CPAN setup > # cd > # perl -MCPAN -e shell > > Policy on building prerequisites (follow, ask or ignore)? [ask] follow > > cpan> install Bundle::CPAN > cpan> quit > > 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: > # vim /etc/group > # grep ^rt /etc/group > rt:x:500:apache > > Confirm selinux is disabled > # grep ^SELINUX= /etc/selinux/config > SELINUX=disabled > > Change permissions on /etc/httpd/logs from within > $ cd /etc/httpd/logs > $ chmod 755 . > > Install latest RT > # cd /usr/local/src > # wget http://download.bestpractical.com/pub/rt/release/rt-3.4.2.tar.gz > # gunzip rt.tar.gz > # tar -xvf rt.tar > # cd rt-3.4.2/ > > 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 > > NOTE: I chose to skip running the Apache test suite to > simplify things. YMMV. > > Assuming everything is present and it's a go, install and intialize > database... > # make install > > 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: > # cd /opt/rt3/etc > # ci -l RT_SiteConfig.pm > # vim RT_SiteConfig.pm > # rcsdiff RT_SiteConfig.pm > =================================================================== > RCS file: RT_SiteConfig.pm,v > retrieving revision 1.1 > diff -r1.1 RT_SiteConfig.pm > 27c27 > < Set($rtname , "example.com"); > --- > > Set($rtname , "rt"); > 33c33 > < Set($Organization , "example.com"); > --- > > Set($Organization , "foo.edu"); > 66c66 > < Set($DatabasePassword , 'rt_pass'); > --- > > Set($DatabasePassword , 'foo'); > 122c122 > < Set($ParseNewMessageForTicketCcs , undef); > --- > > Set($ParseNewMessageForTicketCcs , 1); > 127c127 > < Set($RTAddressRegexp , '^rt\@example.com$'); > --- > > Set($RTAddressRegexp , '(?i)rt\.bar\.Foo\.EDU$'); > 215c215 > < Set($UseFriendlyToLine , 0); > --- > > Set($UseFriendlyToLine , 1); > 274c274 > < Set($WebPath , ""); > --- > > Set($WebPath , "/rt"); > 279c279 > < Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); > --- > > Set($WebBaseURL , "http://rt.bar.foo.edu:80"); > 303c303 > < Set($MessageBoxWrap, "HARD"); > --- > > Set($MessageBoxWrap, "SOFT"); > > Initialize Database > # cd /usr/local/src/rt-3.4.2 > # make initialize-database > > Now edit your Apache config file some more: > # cd /etc/httpd/conf > # co -l httpd.conf > # vim httpd.conf > # rcsdiff httpd.conf > =================================================================== > RCS file: httpd.conf,v > retrieving revision 1.2 > diff -r1.2 httpd.conf > 1023a1024,1040 > > > > 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 and test: > # service httpd restart > > Assuming it works: > # ci -u /opt/rt3/etc/RT_SiteConfig.pm > # ci -u /etc/httpd/conf/httpd.conf > > Set up SSL cert > # cd /etc/httpd/conf > # openssl genrsa \ > -des3 \ > -out ssl.key/rt.bar.foo.edu.key \ > 1024 > Note the password you used for this key! > > # openssl req \ > -new \ > -key ssl.key/rt.bar.foo.edu.key \ > -out ssl.csr/rt.bar.foo.edu.csr > > Self-sign > # openssl x509 \ > -req \ > -in ssl.csr/rt.bar.foo.edu.csr \ > -signkey ssl.key/rt.bar.foo.edu.key \ > -out ssl.crt/rt.bar.foo.edu.crt > > Edit ssl.conf... > # cd /etc/httpd/conf.d > # ci -l ssl.conf > # vim ssl.conf > > Here's the skinny > # grep -v ^# ssl.conf | grep -v ^$ > LoadModule ssl_module modules/mod_ssl.so > Listen 443 > AddType application/x-x509-ca-cert .crt > AddType application/x-pkcs7-crl .crl > SSLPassPhraseDialog builtin > SSLSessionCache shmcb:/var/cache/mod_ssl/scache(512000) > SSLSessionCacheTimeout 300 > SSLMutex default > SSLRandomSeed startup file:/dev/urandom 256 > SSLRandomSeed connect builtin > SSLCryptoDevice builtin > > DocumentRoot "/opt/rt3/share/html" > ServerName rt.bar.foo.edu:443 > ErrorLog /var/log/httpd/rt.bar.foo.edu_error > CustomLog /var/log/httpd/rt.bar.foo.edu-access_log common > LogLevel warn > SSLEngine on > SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP > SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.bar.foo.edu.crt > SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.bar.foo.edu.key > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > Options FollowSymLinks ExecCGI > AllowOverride None > > SetEnvIf User-Agent ".*MSIE.*" \ > nokeepalive ssl-unclean-shutdown \ > downgrade-1.0 force-response-1.0 > CustomLog logs/ssl_request_log \ > "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > AddDefaultCharset UTF-8 > > > > > # cd /etc/httpd/conf > # co -l httpd.conf > # vim httpd.conf > # tail -n 7 httpd.conf > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > NameVirtualHost *:80 > > RewriteEngine on > RewriteCond %{SERVER_PORT} ^80$ > RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [R,L] > > > Modify RT config to now serve out of root dir > # cd /opt/rt3/etc/ > # vim RT_SiteConfig.pm > # rcsdiff RT_SiteConfig.pm > =================================================================== > RCS file: RT_SiteConfig.pm,v > retrieving revision 1.2 > diff -r1.2 RT_SiteConfig.pm > 274c274 > < Set($WebPath , "/rt"); > --- > > Set($WebPath , ""); > > > Makes sure your firewall is ready for HTTPS > # iptables -L > # system-config-securitylevel-tui > > test it out (you'll be prompted for your .key file passphrase) > # service httpd restart > > Assuming it all worked > # ci -u /etc/httpd/conf.d/ssl.conf > # ci -u /etc/httpd/conf/httpd.conf > # ci -u /opt/rt3/etc/RT_SiteConfig.pm > > MAIL SETUP > edit config files > # cd /etc/postfix > # ci -l main.cf > # vim main.cf > # rcsdiff main.cf > =================================================================== > RCS file: main.cf,v > retrieving revision 1.1 > diff -r1.1 main.cf > 106c106 > < #inet_interfaces = all > --- > > inet_interfaces = all > 109c109 > < inet_interfaces = localhost > --- > > #inet_interfaces = localhost > 200c200,201 > < #local_recipient_maps = > --- > > local_recipient_maps = > > virtual_alias_maps = hash:/etc/mail/virtusertable > 437c438 > < #mailbox_command = /some/where/procmail > --- > > mailbox_command = /usr/bin/procmail > > # cd /etc/mail > # ci -l virtusertable > # vim virtusertable > # cat virtusertable > postmaster at rt.bar.foo.edu postmaster > @rt.bar.foo.edu rt_dispatcher > > # ci -l local-host-names > # vim local-host-names > # cat local-host-names > # rcsdiff local-host-names > =================================================================== > RCS file: local-host-names,v > retrieving revision 1.1 > diff -r1.1 local-host-names > 1a2 > > rt.BAR.Foo.EDU > > rt-mailgate will be talking with RT over HTTPS, so we need Crypt::SSLeay > # up2date perl-Crypt-SSLeay > > per http://www.geert.triple-it.nl/node/rt_procmail.html... > Create an account which is to gather all RT-mail. > # useradd rt_dispatcher -G rt > > Create utility perl scripts and the .procmailrc > # su - rt_dispatcher > $ vim get_action.pl > $ cat get_action.pl > #!/usr/bin/env perl > > @arr = ; > $action = "correspond"; > foreach (@arr) { > if (/\s*.*<([^@]+)-comment at .*>/g) { > $action = "comment"; > } else { > if (/\s*([^@]+)-comment at .*/g) { > $action = "comment"; > } > } > } > print "$action"; > $ chmod 700 get_action.pl > $ ci -u get_action.pl > > $ vim get_queue.pl > $ cat get_queue.pl > #!/usr/bin/env perl > > @arr = ; > $queue = 'general'; > foreach (@arr) { > if (/\s*.*<([^@]+)@.*>/g) { > $queue = $1; > } else { > if (/\s*([^@]+)@.*/g) { > $queue= $1; > } > } > } > if ($queue =~ /(.*)-comment/) > { > $queue = $1; > } > print "$queue"; > $ chmod 700 get_queue.pl > $ ci -u get_queue.pl > > $ vim .procmailrc > $ cat .procmailrc > #Preliminaries > SHELL=/bin/bash > MAILDIR=${HOME} > LOGFILE=${MAILDIR}/procmail.log > LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " > VERBOSE=yes > MAILDOMAIN=rt.bar.foo.edu > RT_MAILGATE="/opt/rt3/bin/rt-mailgate" > RT_URL="https://rt.bar.foo.edu" > > LOGABSTRACT=all > > > :0 > { > # the following line extracts the recipient from Received-headers. > # Simply using the To: does not work, as tickets are often created > # by sending a CC/BCC to RT > TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for > *<*\(.*\)>* *;.*$/\1/'` > QUEUE=`echo $TO| $HOME/get_queue.pl` > ACTION=`echo $TO| $HOME/get_action.pl` > :0 Wa > | $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL > } > $ chmod 600 .procmailrc > $ ci -u .procmailrc > $ exit > > # service postfix restart > # postmap hash:/etc/mail/virtusertable > > Now, using a web browser, log into RT as root (pass: password) and: > - CHANGE the password! > - create a test queue, e.g. > Queue Name: test_queue > Description: Queue for Testing > Reply Address: test_queue > Comment Address: test_queue-comment > - create a test user with an email address that you control > - Create group 'FOO Staff' > - Configuration | Global | Group Rights > Everyone: > CreateTicket > ModifySelf > ReplyToTicket > SeeQueue > > Requestor: > ShowTicket > FOO Staff: > AssignCustomFields > CommentOnTicket > CreateSavedSearch > DeleteTicket > EditSavedSearches > LoadSavedSearch > ModifyCustomField > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeGroup > ShowOutgoingEmail > ShowSavedSearches > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > > - send an email to test_queue at rt.bar.foo.edu from the test user's > email account > > There's loads more after this, but it starts to get real specific to > our customizations. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- ------------------- BitPusher, LLC http://www.bitpusher.com/ 1.888.9PUSHER (415) 724.7998 - Mobile From todd at chaka.net Tue Jun 7 15:26:46 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 7 Jun 2005 15:26:46 -0400 Subject: [rt-users] Anyone going to YAPC NA? Message-ID: <20050607192646.GD953@chaka.net> Anyone here going to YAPC NA at the end of the month? I'd love to have a RT BoF. -Todd From todd at chaka.net Tue Jun 7 15:31:21 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 7 Jun 2005 15:31:21 -0400 Subject: [rt-users] ANNOUNCE Asset Tracker 1.2 now available. Message-ID: <20050607193121.GG953@chaka.net> Asset Tracker 1.2 is now available. Asset Tracker (AT) is an add-on for RT that allows you to track hardware, software, and anything else you might consider an asset. AT install right in with RT and appears as a menu item. More information is available at: http://atwiki.chaka.net/ You can try Asset Tracker at: http://rt.chaka.net/AssetTracker/index.html?user=guest&pass=guest AT 1.2 is available from: http://atwiki.chaka.net/at-1.2.0.tar.gz Changes: * The asset Parent field has been replaced with the much more flexible RT linking system. See the README upgrade section which includes pointers to a script for converting Parent to links. * AT now supports adding a comment when you are changing any of the fields associated with an asset. These comments are displayed in the asset history. * If you don't like the IP address features of AT or would rather use custom fields, you can hide all the IP address stuff with one config file setting. * Showing asset history on the display page is now configurable thanks to Rolf Grossmann. * Implemented grid style bulk update of watchers. * Installation and upgrade improvements. * Various bug fixes: * Fixed error reporting for adding ports. * Fixed stringification of AT URI. * Fixed descriptions of link related transactions. * Fixed asset create bug. * Permission and display fixes for Grid style bulk updates. * Asset searching fixes galore. * Fixed menu generation after empty search result. * Fixed bulk updating of asset watchers. * Fixed display of Admins in search result. -Todd From jesse at bestpractical.com Tue Jun 7 16:10:39 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 7 Jun 2005 16:10:39 -0400 Subject: [rt-users] Anyone going to YAPC NA? In-Reply-To: <20050607192646.GD953@chaka.net> References: <20050607192646.GD953@chaka.net> Message-ID: <20050607201039.GE1607@bestpractical.com> On Tue, Jun 07, 2005 at 03:26:46PM -0400, Todd Chapman wrote: > Anyone here going to YAPC NA at the end of the month? Yep. I'll be there with a couple of folks from Best Practical. Jesse > > I'd love to have a RT BoF. > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From joby at u.washington.edu Tue Jun 7 15:54:29 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 07 Jun 2005 12:54:29 -0700 Subject: [rt-users] RT with RHEL4 In-Reply-To: <42A5F9C8.6090702@halligan.org> References: <429FB6B9.1090807@halligan.org> <42A069CD.3030105@lehigh.edu> <42A5F9C8.6090702@halligan.org> Message-ID: <42A5FB75.9050406@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've been experimenting with building a local perl install for RT on RHEL3, and ran into the same problem after all but three of the modules had installed. I have no idea what the problem was since the tarball was untared. I manually installed the the modules using: /path/to/perl -MCPAN -eshell > install Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Michael T. Halligan wrote: > Well, I've made some progress (mainly, more proof that RedHat sucks). > > My main problem that I"m running into is this error : > > Couldn't untar > /root/.cpan/sources/authors/id/M/MS/MSCHWERN/Test-Inline-0.16.tar > > that happens when I run : perl sbin/rt-test-dependencies --with-mysql > --with-fastcgi --install > > Does anybody have an idea what's happening here? It happens on every > module, and apparently > request tracker needs about 80 modules to work. > > Is there not a better way (besides switching to debian) > > > Phil Lawrence wrote: > >> Michael T. Halligan wrote: >> >>> Has anybody had any luck with RHEL4 & RT? >> >> >> >> You bet. Easy as pie. Here's my install notes, heavily based on the >> wiki: >> Installing RT on RHEL 4 with FastCGI and MySQL: >> >> RHEL4 INSTALL >> Boot from RHEL4 CD 1 >> >> When partitioning, click "Configure advanced boot loader options" >> add vga=773 (or whatever) to kernal parms >> >> Firewall on, allow SSH, HTTP & HTTPS, SMTP >> SELINUX=disabled >> >> Customize software packages to be installed >> Pick "minimal" set of packages >> >> reboot >> >> SETUP up2date >> # rpm --import /usr/share/rhn/RPM-GPG-KEY >> >> upgrade all (you'll be prompted to accept rhndefault >> settings, and for your rhn user info) >> # up2date -u >> >> add needed stuff >> # up2date \ >> httpd-devel \ >> mod_ssl \ >> mysql \ >> mysqlclient10 \ >> mysql-server \ >> mysql-devel \ >> gcc \ >> system-switch-mail \ >> postfix >> >> add stuff I like >> # up2date \ >> screen \ >> rcs \ >> vim-enhanced >> >> Now we switch from Sendmail to Postscript >> # system-switch-mail >> >> start screen (if you like) >> # screen >> >> Install FastCGI... >> # cd /usr/local/src >> # 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 >> >> 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 >> >> Do initial configure for apache >> # cd /etc/httpd/conf >> # ci -l httpd.conf >> # vim httpd.conf >> # rcsdiff httpd.conf >> =================================================================== >> RCS file: httpd.conf,v >> retrieving revision 1.1 >> diff -r1.1 httpd.conf >> 189a190 >> > LoadModule fastcgi_module modules/mod_fastcgi.so >> >> Start apache >> # service httpd start >> >> Check Apache logs to make sure fastcgi started >> - Should see no lines with [error] referencing FastCGI >> - Should see one line indicating a [notice] and the pid of FastCGI >> [notice] FastCGI: process manager initialized (pid 3478) >> # cat /var/log/httpd/error_log >> >> If it worked... >> # ci -u /etc/httpd/conf/httpd.conf >> >> NOTE: always check the group ownership and permissions of files after >> you perform rcs operations on them... I think your effective ID can >> screw things up, and then you've got to chgrp or whatever. >> >> Set apache and mysql to start automatically >> # chkconfig httpd on >> # chkconfig mysqld on >> >> Turn on MySQL server, set MySQL root password... >> # service mysqld start >> # mysqladmin -u root password some_new_password >> >> >> Do initial CPAN setup >> # cd >> # perl -MCPAN -e shell >> >> Policy on building prerequisites (follow, ask or ignore)? [ask] follow >> >> cpan> install Bundle::CPAN >> cpan> quit >> >> 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: >> # vim /etc/group >> # grep ^rt /etc/group >> rt:x:500:apache >> >> Confirm selinux is disabled >> # grep ^SELINUX= /etc/selinux/config >> SELINUX=disabled >> >> Change permissions on /etc/httpd/logs from within >> $ cd /etc/httpd/logs >> $ chmod 755 . >> >> Install latest RT >> # cd /usr/local/src >> # wget http://download.bestpractical.com/pub/rt/release/rt-3.4.2.tar.gz >> # gunzip rt.tar.gz >> # tar -xvf rt.tar >> # cd rt-3.4.2/ >> >> 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 >> >> NOTE: I chose to skip running the Apache test suite to >> simplify things. YMMV. >> >> Assuming everything is present and it's a go, install and intialize >> database... >> # make install >> >> 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: >> # cd /opt/rt3/etc >> # ci -l RT_SiteConfig.pm >> # vim RT_SiteConfig.pm >> # rcsdiff RT_SiteConfig.pm >> =================================================================== >> RCS file: RT_SiteConfig.pm,v >> retrieving revision 1.1 >> diff -r1.1 RT_SiteConfig.pm >> 27c27 >> < Set($rtname , "example.com"); >> --- >> > Set($rtname , "rt"); >> 33c33 >> < Set($Organization , "example.com"); >> --- >> > Set($Organization , "foo.edu"); >> 66c66 >> < Set($DatabasePassword , 'rt_pass'); >> --- >> > Set($DatabasePassword , 'foo'); >> 122c122 >> < Set($ParseNewMessageForTicketCcs , undef); >> --- >> > Set($ParseNewMessageForTicketCcs , 1); >> 127c127 >> < Set($RTAddressRegexp , '^rt\@example.com$'); >> --- >> > Set($RTAddressRegexp , '(?i)rt\.bar\.Foo\.EDU$'); >> 215c215 >> < Set($UseFriendlyToLine , 0); >> --- >> > Set($UseFriendlyToLine , 1); >> 274c274 >> < Set($WebPath , ""); >> --- >> > Set($WebPath , "/rt"); >> 279c279 >> < Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); >> --- >> > Set($WebBaseURL , "http://rt.bar.foo.edu:80"); >> 303c303 >> < Set($MessageBoxWrap, "HARD"); >> --- >> > Set($MessageBoxWrap, "SOFT"); >> >> Initialize Database >> # cd /usr/local/src/rt-3.4.2 >> # make initialize-database >> >> Now edit your Apache config file some more: >> # cd /etc/httpd/conf >> # co -l httpd.conf >> # vim httpd.conf >> # rcsdiff httpd.conf >> =================================================================== >> RCS file: httpd.conf,v >> retrieving revision 1.2 >> diff -r1.2 httpd.conf >> 1023a1024,1040 >> > >> > 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 and test: >> # service httpd restart >> >> Assuming it works: >> # ci -u /opt/rt3/etc/RT_SiteConfig.pm >> # ci -u /etc/httpd/conf/httpd.conf >> >> Set up SSL cert >> # cd /etc/httpd/conf >> # openssl genrsa \ >> -des3 \ >> -out ssl.key/rt.bar.foo.edu.key \ >> 1024 >> Note the password you used for this key! >> >> # openssl req \ >> -new \ >> -key ssl.key/rt.bar.foo.edu.key \ >> -out ssl.csr/rt.bar.foo.edu.csr >> >> Self-sign >> # openssl x509 \ >> -req \ >> -in ssl.csr/rt.bar.foo.edu.csr \ >> -signkey ssl.key/rt.bar.foo.edu.key \ >> -out ssl.crt/rt.bar.foo.edu.crt >> >> Edit ssl.conf... >> # cd /etc/httpd/conf.d >> # ci -l ssl.conf >> # vim ssl.conf >> >> Here's the skinny >> # grep -v ^# ssl.conf | grep -v ^$ >> LoadModule ssl_module modules/mod_ssl.so >> Listen 443 >> AddType application/x-x509-ca-cert .crt >> AddType application/x-pkcs7-crl .crl >> SSLPassPhraseDialog builtin >> SSLSessionCache shmcb:/var/cache/mod_ssl/scache(512000) >> SSLSessionCacheTimeout 300 >> SSLMutex default >> SSLRandomSeed startup file:/dev/urandom 256 >> SSLRandomSeed connect builtin >> SSLCryptoDevice builtin >> >> DocumentRoot "/opt/rt3/share/html" >> ServerName rt.bar.foo.edu:443 >> ErrorLog /var/log/httpd/rt.bar.foo.edu_error >> CustomLog /var/log/httpd/rt.bar.foo.edu-access_log common >> LogLevel warn >> SSLEngine on >> SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP >> SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.bar.foo.edu.crt >> SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.bar.foo.edu.key >> >> SSLOptions +StdEnvVars >> >> >> SSLOptions +StdEnvVars >> >> >> SSLOptions +StdEnvVars >> Options FollowSymLinks ExecCGI >> AllowOverride None >> >> SetEnvIf User-Agent ".*MSIE.*" \ >> nokeepalive ssl-unclean-shutdown \ >> downgrade-1.0 force-response-1.0 >> CustomLog logs/ssl_request_log \ >> "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" >> Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ >> AddHandler fastcgi-script fcgi >> ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ >> >> AddDefaultCharset UTF-8 >> >> >> >> >> # cd /etc/httpd/conf >> # co -l httpd.conf >> # vim httpd.conf >> # tail -n 7 httpd.conf >> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 >> NameVirtualHost *:80 >> >> RewriteEngine on >> RewriteCond %{SERVER_PORT} ^80$ >> RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [R,L] >> >> >> Modify RT config to now serve out of root dir >> # cd /opt/rt3/etc/ >> # vim RT_SiteConfig.pm >> # rcsdiff RT_SiteConfig.pm >> =================================================================== >> RCS file: RT_SiteConfig.pm,v >> retrieving revision 1.2 >> diff -r1.2 RT_SiteConfig.pm >> 274c274 >> < Set($WebPath , "/rt"); >> --- >> > Set($WebPath , ""); >> >> >> Makes sure your firewall is ready for HTTPS >> # iptables -L >> # system-config-securitylevel-tui >> >> test it out (you'll be prompted for your .key file passphrase) >> # service httpd restart >> >> Assuming it all worked >> # ci -u /etc/httpd/conf.d/ssl.conf >> # ci -u /etc/httpd/conf/httpd.conf >> # ci -u /opt/rt3/etc/RT_SiteConfig.pm >> >> MAIL SETUP >> edit config files >> # cd /etc/postfix >> # ci -l main.cf >> # vim main.cf >> # rcsdiff main.cf >> =================================================================== >> RCS file: main.cf,v >> retrieving revision 1.1 >> diff -r1.1 main.cf >> 106c106 >> < #inet_interfaces = all >> --- >> > inet_interfaces = all >> 109c109 >> < inet_interfaces = localhost >> --- >> > #inet_interfaces = localhost >> 200c200,201 >> < #local_recipient_maps = >> --- >> > local_recipient_maps = >> > virtual_alias_maps = hash:/etc/mail/virtusertable >> 437c438 >> < #mailbox_command = /some/where/procmail >> --- >> > mailbox_command = /usr/bin/procmail >> >> # cd /etc/mail >> # ci -l virtusertable >> # vim virtusertable >> # cat virtusertable >> postmaster at rt.bar.foo.edu postmaster >> @rt.bar.foo.edu rt_dispatcher >> >> # ci -l local-host-names >> # vim local-host-names >> # cat local-host-names >> # rcsdiff local-host-names >> =================================================================== >> RCS file: local-host-names,v >> retrieving revision 1.1 >> diff -r1.1 local-host-names >> 1a2 >> > rt.BAR.Foo.EDU >> >> rt-mailgate will be talking with RT over HTTPS, so we need Crypt::SSLeay >> # up2date perl-Crypt-SSLeay >> >> per http://www.geert.triple-it.nl/node/rt_procmail.html... >> Create an account which is to gather all RT-mail. >> # useradd rt_dispatcher -G rt >> >> Create utility perl scripts and the .procmailrc >> # su - rt_dispatcher >> $ vim get_action.pl >> $ cat get_action.pl >> #!/usr/bin/env perl >> >> @arr = ; >> $action = "correspond"; >> foreach (@arr) { >> if (/\s*.*<([^@]+)-comment at .*>/g) { >> $action = "comment"; >> } else { >> if (/\s*([^@]+)-comment at .*/g) { >> $action = "comment"; >> } >> } >> } >> print "$action"; >> $ chmod 700 get_action.pl >> $ ci -u get_action.pl >> >> $ vim get_queue.pl >> $ cat get_queue.pl >> #!/usr/bin/env perl >> >> @arr = ; >> $queue = 'general'; >> foreach (@arr) { >> if (/\s*.*<([^@]+)@.*>/g) { >> $queue = $1; >> } else { >> if (/\s*([^@]+)@.*/g) { >> $queue= $1; >> } >> } >> } >> if ($queue =~ /(.*)-comment/) >> { >> $queue = $1; >> } >> print "$queue"; >> $ chmod 700 get_queue.pl >> $ ci -u get_queue.pl >> >> $ vim .procmailrc >> $ cat .procmailrc >> #Preliminaries >> SHELL=/bin/bash >> MAILDIR=${HOME} >> LOGFILE=${MAILDIR}/procmail.log >> LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " >> VERBOSE=yes >> MAILDOMAIN=rt.bar.foo.edu >> RT_MAILGATE="/opt/rt3/bin/rt-mailgate" >> RT_URL="https://rt.bar.foo.edu" >> >> LOGABSTRACT=all >> >> >> :0 >> { >> # the following line extracts the recipient from Received-headers. >> # Simply using the To: does not work, as tickets are often created >> # by sending a CC/BCC to RT >> TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for >> *<*\(.*\)>* *;.*$/\1/'` >> QUEUE=`echo $TO| $HOME/get_queue.pl` >> ACTION=`echo $TO| $HOME/get_action.pl` >> :0 Wa >> | $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL >> } >> $ chmod 600 .procmailrc >> $ ci -u .procmailrc >> $ exit >> >> # service postfix restart >> # postmap hash:/etc/mail/virtusertable >> >> Now, using a web browser, log into RT as root (pass: password) and: >> - CHANGE the password! >> - create a test queue, e.g. >> Queue Name: test_queue >> Description: Queue for Testing >> Reply Address: test_queue >> Comment Address: test_queue-comment >> - create a test user with an email address that you control >> - Create group 'FOO Staff' >> - Configuration | Global | Group Rights >> Everyone: >> CreateTicket >> ModifySelf >> ReplyToTicket >> SeeQueue >> Requestor: >> ShowTicket >> FOO Staff: >> AssignCustomFields >> CommentOnTicket >> CreateSavedSearch >> DeleteTicket >> EditSavedSearches >> LoadSavedSearch >> ModifyCustomField >> ModifyTicket >> OwnTicket >> ReplyToTicket >> SeeCustomField >> SeeGroup >> ShowOutgoingEmail >> ShowSavedSearches >> ShowTicket >> ShowTicketComments >> StealTicket >> TakeTicket >> Watch >> >> - send an email to test_queue at rt.bar.foo.edu from the test user's >> email account >> >> There's loads more after this, but it starts to get real specific to >> our customizations. >> _______________________________________________ >> 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 iD8DBQFCpft1gA0gpghkf88RAvIFAJ99u74eGN49OXTn4i6lFAJAqFgtxgCeNA/V mOfZGqpDBfY4uxBskdh5Bn8= =q7p7 -----END PGP SIGNATURE----- From KevinSonney at zumiez.com Tue Jun 7 17:27:57 2005 From: KevinSonney at zumiez.com (Kevin Sonney) Date: Tue, 7 Jun 2005 14:27:57 -0700 Subject: [rt-users] Error Running Mutiple Instances Message-ID: On Tue, Jun 07, 2005 at 02:57:55PM +0400, Ruslan U. Zakirov wrote: > Stephen Turner wrote: > > At Monday 6/6/2005 04:53 PM, Kevin Sonney wrote: > > > >> I'm trying to run two RT instances on one box. > >> Modperl 2.0 > >> Apache 2.0.49 > > > > I think with modperl you need to be running two separate instances > > of Apache. > With MP2 - no, you need separate perl interpreters for your virtual > hosts. You should add some Perl* option to server config(see > http://perl.apache.org) that say modperl use standalone perl > interpreter for virtual host. You should add this option before > "PerlRequire ...webmux.pl"(this to be sure that all webmuxes run in own perl env). >Any chance you could post a sample apache config segment to the wiki on that, Ruslan? Fixed. Add the following line before PerlRequire. PerlModule Apache::DBI PerlOptions +Parent PerlRequire /var/opt/rtlive/bin/webmux.pl Thanks, Kevin From dkettmann at netlogic.net Tue Jun 7 17:26:29 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Tue, 7 Jun 2005 16:26:29 -0500 Subject: [rt-users] Anyone going to YAPC NA? Message-ID: What/Where is this YAPC NA? Dave Kettmann NetLogic 314-266-4000 > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Tuesday, June 07, 2005 3:11 PM > To: Todd Chapman > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Anyone going to YAPC NA? > > > > > On Tue, Jun 07, 2005 at 03:26:46PM -0400, Todd Chapman wrote: > > Anyone here going to YAPC NA at the end of the month? > > Yep. I'll be there with a couple of folks from Best Practical. > > Jesse > > > > > I'd love to have a RT BoF. > > > > -Todd > > _______________________________________________ > > 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 emileaben at gmail.com Tue Jun 7 17:34:20 2005 From: emileaben at gmail.com (Emile Aben) Date: Tue, 7 Jun 2005 14:34:20 -0700 Subject: [rt-users] importing email from mailboxes Message-ID: <28e00a75050607143413b7a114@mail.gmail.com> Hi, to have a good history of events that are tracked by an RT instance i want to import some mailboxes into RT. I couldn't find any 'prior art' on this subject in the wiki or in any of the RT-contributes code. Does anybody know if there is any 'prior art' on this? I can think of at least 2 ways of doing this: using the 'rt' commandline and using RT libraries. Which is best, or is there an even better method? thanks, emile From todd at chaka.net Tue Jun 7 17:11:47 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 7 Jun 2005 17:11:47 -0400 Subject: [rt-users] Anyone going to YAPC NA? In-Reply-To: References: Message-ID: <20050607211147.GH3051@chaka.net> On Tue, Jun 07, 2005 at 04:26:29PM -0500, Dave Kettmann wrote: > What/Where is this YAPC NA? > > Dave Kettmann > NetLogic > 314-266-4000 > Toronto. http://www.yapc.org/America/ From michael at halligan.org Tue Jun 7 19:16:59 2005 From: michael at halligan.org (Michael T. Halligan) Date: Tue, 07 Jun 2005 16:16:59 -0700 Subject: [rt-users] FastCgiIpcDir /opt/tmp: access for server (uid -1, gid -1) failed: write not allowed Message-ID: <42A62AEB.6040205@halligan.org> I've almot got RT working on RHEL4. I went with the installation method that Phil posted. I'm having a bit of a problem with the FastCGI temp directory, though. I've got Apache added to RT's user directory, and /opt/tmp is owned by apache:rt with user and group read/write/execute permissions. I'm getting this error when I restart apache : FastCgiIpcDir /opt/tmp: access for server (uid -1, gid -1) failed: write not allowed I've only found 2 references to this error online, so I was wondering if anybody else had run into this? ------------------- BitPusher, LLC http://www.bitpusher.com/ 1.888.9PUSHER (415) 724.7998 - Mobile From autrijus at autrijus.org Wed Jun 8 01:20:58 2005 From: autrijus at autrijus.org (Autrijus Tang) Date: Wed, 8 Jun 2005 13:20:58 +0800 Subject: [rt-users] Anyone going to YAPC NA? In-Reply-To: <20050607192646.GD953@chaka.net> References: <20050607192646.GD953@chaka.net> Message-ID: <20050608052058.GC58645@aut.dyndns.org> On Tue, Jun 07, 2005 at 03:26:46PM -0400, Todd Chapman wrote: > Anyone here going to YAPC NA at the end of the month? I will. :) I'd glad to join a RT BoF if there is one. /Autrijus/ -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From andrew at staff.esc.net.au Wed Jun 8 03:05:31 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 8 Jun 2005 16:35:31 +0930 Subject: [rt-users] Statistics Message-ID: <20050608071344.23D2F61CF36@sr-gw.esc.net.au> Hi I have installed the statistics package on to seperate servers, a test server and our production. all works fine in in the test server, but on the production server, the graphs do not show up. everything else is the same (the libraries are installed etc) when i access the stats on the production server, the error_log for apache shows httpd in free(): error: modified (page-) pointer httpd in free(): error: modified (page-) pointer httpd in free(): error: modified (page-) pointer [Wed Jun 08 16:02:09 2005] [notice] child pid 12348 exit signal Abort trap (6) [Wed Jun 08 16:02:09 2005] [notice] child pid 12128 exit signal Abort trap (6) [Wed Jun 08 16:02:09 2005] [notice] child pid 12127 exit signal Abort trap (6) anyone seen this before? Andrew Xenides Web Developer EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmhanks1373 at hotmail.com Wed Jun 8 03:33:23 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 08 Jun 2005 00:33:23 -0700 Subject: [rt-users] Access to ticket based on custom field Message-ID: Is there a way for a user to only have access to see certain tickets based on a custom field? For instance, I would like a manager to be able to login and only see tickets pertaining to his/her department. Is this possible? _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ From jmhanks1373 at hotmail.com Wed Jun 8 03:34:59 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 08 Jun 2005 00:34:59 -0700 Subject: [rt-users] Approvals Message-ID: Has anyone used the approval functionality? If so , what are some tips on configuring/using? _________________________________________________________________ Don?t just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/ From klimkin at falkag.com Wed Jun 8 03:38:10 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Wed, 08 Jun 2005 11:38:10 +0400 Subject: [rt-users] Error sending to requestors from /var/log/messages In-Reply-To: <42A5C809.6080104@miet.ru> References: <20050607155817.88805.qmail@web309.biz.mail.mud.yahoo.com> <42A5C809.6080104@miet.ru> Message-ID: <42A6A062.4080104@falkag.com> Greetings Ruslan! Ruslan U. Zakirov wrote: > http://wiki.bestpractical.com/admin/index.cgi?FAQ > 401 Authorization Required http://wiki.bestpractical.com/index.cgi?FAQ SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia Kronverkskaya 23 St. Petersburg, Russia Tel.: +7 812 2323784 Fax: +7 812 2322984 Mail: klimkin at falkag.com EU: http://www.falkag.de US: http://www.falkag.com ********************************************************************** This message is for the designated recipient only and may contain privileged, proprietary, or otherwise private information. If you have received it in error, please notify the sender immediately and delete the original. Any other use of the email by you is prohibited ********************************************************************** From jmhanks1373 at hotmail.com Wed Jun 8 03:38:27 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 08 Jun 2005 00:38:27 -0700 Subject: [rt-users] Sub queue Message-ID: Is there a way to create a sub queue within a queue? For example, lets say I would like to have a queue called Corporate Office and under that I would like to have a few sub queues for Marketing, Accounting, etc. Is this possible? _________________________________________________________________ Don?t just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/ From jmhanks1373 at hotmail.com Wed Jun 8 03:42:42 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 08 Jun 2005 00:42:42 -0700 Subject: [rt-users] Check status of ticket through web without logging in Message-ID: Is it possible to be able to check the status of a ticket without logging in, maybe by typing in the ticket number into a web form and have it return the status/comments within the ticket? Does anyone have any tips on how to make this work? _________________________________________________________________ On the road to retirement? Check out MSN Life Events for advice on how to get there! http://lifeevents.msn.com/category.aspx?cid=Retirement From jmhanks1373 at hotmail.com Wed Jun 8 03:51:53 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 08 Jun 2005 00:51:53 -0700 Subject: [rt-users] Emailing status of ticket to user and manager Message-ID: I would like to be able to have a user submit a ticket and whenever the ticket is updated have an email sent back to the user with the updated status/comments? I would also like to be able to have a custom field for a department and have an email sent to the manager of the department whenever a change to the ticket is made? For example, lets say I have 3 users submit a ticket with the marketing department, (user1, user2, user3). So if a change is made for the ticket submitted by user1 I would like an email to be sent to user1 and their manager, but not to user2, user3. Does any one have any ideas on how to accomplish this? _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ From jmhanks1373 at hotmail.com Wed Jun 8 03:54:50 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 08 Jun 2005 00:54:50 -0700 Subject: [rt-users] RT and project management Message-ID: Has anyone used RT for project management? Is there a way to create a sub ticket under one ticket? For example, i have a project for setting up a user account which has 4 sub tasks to the proect. I would like once a task is completed to change the status of the project to 25% done, and when all the sub tasks are completed the ticket would be completed. Anyone have any ideas on how to do this? _________________________________________________________________ Don?t just search. Find. Check out the new MSN Search! http://search.msn.click-url.com/go/onm00200636ave/direct/01/ From jmhanks1373 at hotmail.com Wed Jun 8 03:57:04 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 08 Jun 2005 00:57:04 -0700 Subject: [rt-users] Autogenerate report Message-ID: Is there a way to have a report run with certain criteria at a specific time every day, or week? I would like to be able to have a report run for a manager listing all outstanding tickets everyday, or at least once a week. Anyone know if this is possible? _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ From cartera at lei.net.au Wed Jun 8 04:00:30 2005 From: cartera at lei.net.au (Adrian Carter) Date: Wed, 08 Jun 2005 18:00:30 +1000 Subject: Re [rt-users] Sub queue Message-ID: <42A6A59E.3090104@lei.net.au> Jared, Your queries are all fairly standard, and in fact, some of your requested functionality is part of the standard package and manual. I suggest reading the README's and looking at wiki.bestpractical.com , because I can assure you now, you'll wait for ever and a day for people to answer queries that are dealt with in the README or Wiki. For your benefit: SubQueues: No, these aren't supported, but you dont need them. You use the Groups functionaility. I have queues called Support, Support-Dial, Support-DSL and Support-Hosting. The Group "Support" is the AdminCC for all 3 groups, and I have permissions set allowing "Support" to have full access to Support, Support-Dial, etc. Check Status of Ticket through web: Can be done, but probably not very smart: Means anyone can read anyones ticket and corrospondence. What if theres sensitive information or passwords in it? I think you'd better think a bit better about what you want to achieve. If you *REALLY* still want to do something this hazardous, then hey, just set the global privlege "Everyone" to beable to "SeeQueue" and "SeeTicket" and "SeeComments". Then check out the SelfService function of RT Emailing tickets to users: Sheesh man.. have you even read a manual? create a group if there is multiple users, or list the specific user as an AdminCC. AdminCC's get all comments/corrospondence, CC's just get Replies. Project Management: Google the mailing list - but really.. use your own head, its not that hard. Write some Scrips that accomplish what you want. Autoreports: Look at RT3Statistics And lastly, cause I want to rant...Take 5 minutes to RTFM my friend!!!! RTFM RTFM RTFM -- 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 rock-tnsc.com Wed Jun 8 07:29:49 2005 From: rt-users at rock-tnsc.com (Felix Zhu) Date: Wed, 08 Jun 2005 19:29:49 +0800 Subject: [rt-users] Upgrade 3.2.1 to 3.4.2 Message-ID: <42A6D6AD.7070101@rock-tnsc.com> Hi all , I upgraded RT from 3.2.1 to 3.4.2. Everything is good but the ticket content. I can see the history of status change, outgoing email record,comment record, but I can not see any content of coment/reply. I have no idea where is wrong. Regards, Felix From dkettmann at netlogic.net Wed Jun 8 08:26:32 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Wed, 8 Jun 2005 07:26:32 -0500 Subject: [rt-users] Autogenerate report Message-ID: There is a package called rt-crontool and rt-count you can get from: http://www.cs.kent.ac.uk/people/staff/tdb/rt3/ This you can set these tools to run once a week and will give you number of tickets opened and closed. I have not used it yet I am getting ready to install it this week, but it seems very useful. There is also at least one more statistics package on the wiki I think. Hope that helps, Dave Kettmann NetLogic 314-266-4000 > -----Original Message----- > From: Jared Hanks [mailto:jmhanks1373 at hotmail.com] > Sent: Wednesday, June 08, 2005 2:57 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Autogenerate report > > > Is there a way to have a report run with certain criteria at > a specific time > every day, or week? I would like to be able to have a report > run for a > manager listing all outstanding tickets everyday, or at least > once a week. > Anyone know if this is possible? > > _________________________________________________________________ > Express yourself instantly with MSN Messenger! Download today > - it's FREE! > http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ > > _______________________________________________ > 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 Jun 8 12:47:22 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Wed, 08 Jun 2005 20:47:22 +0400 Subject: [rt-users] RT and project management In-Reply-To: References: Message-ID: <42A7211A.5070402@miet.ru> Jared Hanks wrote: > Has anyone used RT for project management? Is there a way to create a > sub ticket under one ticket? Relationships/Links http://wiki.bestpractical.com/admin/index.cgi?ManualUsingWebInterface > > For example, i have a project for setting up a user account which has 4 > sub tasks to the proect. I would like once a task is completed to > change the status of the project to 25% done, and when all the sub tasks > are completed the ticket would be completed. Anyone have any ideas on > how to do this? > > _________________________________________________________________ > Don?t just search. Find. Check out the new MSN Search! > http://search.msn.click-url.com/go/onm00200636ave/direct/01/ > > _______________________________________________ > 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 Jun 8 12:50:10 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Wed, 08 Jun 2005 20:50:10 +0400 Subject: [rt-users] Emailing status of ticket to user and manager In-Reply-To: References: Message-ID: <42A721C2.308@miet.ru> Jared Hanks wrote: > I would like to be able to have a user submit a ticket and whenever the > ticket is updated have an email sent back to the user with the updated > status/comments? I would also like to be able to have a custom field > for a department and have an email sent to the manager of the department > whenever a change to the ticket is made? Template, Scrips, Conditions, Actions... http://wiki.bestpractical.com/index.cgi?Contributions http://wiki.bestpractical.com/index.cgi?Template ... > > For example, lets say I have 3 users submit a ticket with the marketing > department, (user1, user2, user3). So if a change is made for the > ticket submitted by user1 I would like an email to be sent to user1 and > their manager, but not to user2, user3. > > Does any one have any ideas on how to accomplish this? > > _________________________________________________________________ > Express yourself instantly with MSN Messenger! Download today - it's > FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ > > _______________________________________________ > 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 Jun 8 12:50:41 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Wed, 08 Jun 2005 20:50:41 +0400 Subject: [rt-users] RT and project management In-Reply-To: <42A7211A.5070402@miet.ru> References: <42A7211A.5070402@miet.ru> Message-ID: <42A721E1.9090702@miet.ru> Ruslan U. Zakirov wrote: > Jared Hanks wrote: > >>Has anyone used RT for project management? Is there a way to create a >>sub ticket under one ticket? > > Relationships/Links > http://wiki.bestpractical.com/admin/index.cgi?ManualUsingWebInterface oops, http://wiki.bestpractical.com/index.cgi?ManualUsingWebInterface > > >>For example, i have a project for setting up a user account which has 4 >>sub tasks to the proect. I would like once a task is completed to >>change the status of the project to 25% done, and when all the sub tasks >>are completed the ticket would be completed. Anyone have any ideas on >>how to do this? >> >>_________________________________________________________________ >>Don?t just search. Find. Check out the new MSN Search! >>http://search.msn.click-url.com/go/onm00200636ave/direct/01/ >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Wed Jun 8 12:51:36 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Wed, 08 Jun 2005 20:51:36 +0400 Subject: [rt-users] Check status of ticket through web without logging in In-Reply-To: References: Message-ID: <42A72218.1070607@miet.ru> Jared Hanks wrote: > Is it possible to be able to check the status of a ticket without > logging in, maybe by typing in the ticket number into a web form and > have it return the status/comments within the ticket? Does anyone have > any tips on how to make this work? Only SelfService - WebUI for unprivileged users. > > _________________________________________________________________ > On the road to retirement? Check out MSN Life Events for advice on how > to get there! http://lifeevents.msn.com/category.aspx?cid=Retirement > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From hilde.rafaelsen at cc.uit.no Wed Jun 8 09:23:12 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Wed, 8 Jun 2005 15:23:12 +0200 Subject: [rt-users] Quick ticket creation Message-ID: Hi, We want to add CustomsField to the quick ticket creation on the first page. I haven't manage to do this. Is there someone who knows how to do this? If it's difficult to add CustomsFields to QuickCreate, do you think it's easier to add "New Ticket Creation" on the home page? (first page). Our users in the helpDesk wants a simply gui to create tickets in on the first page. Hilde ------------------------------------- Hilde Therese Lauvset Rafaelsen IT-avdelingen, Universitetet i Troms? Tlf: +47 77 64 58 01 From harrison at itrd.gov Wed Jun 8 10:03:07 2005 From: harrison at itrd.gov (William Harrison) Date: Wed, 8 Jun 2005 10:03:07 -0400 Subject: [rt-users] RT with RHEL4 Message-ID: <01A46D03C041D64798A18E5A14947AC311951A@NCOEXCHANGE.itrd.gov> Well, the error states it can't utar the specified file. Does the file exist? And if so, can you untar it manually? I think its more an issue with CPAN than with RedHat being the distro. Can you install the module manually? perl -MCPAN -e 'install Test::Inline' Can you install any module manually? perl -MCPAN -e 'install MIME::Base64' -----Original Message----- From: Michael T. Halligan [mailto:michael at halligan.org] Sent: Tuesday, June 07, 2005 3:47 PM To: Phil Lawrence Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT with RHEL4 Well, I've made some progress (mainly, more proof that RedHat sucks). My main problem that I"m running into is this error : Couldn't untar /root/.cpan/sources/authors/id/M/MS/MSCHWERN/Test-Inline-0.16.tar that happens when I run : perl sbin/rt-test-dependencies --with-mysql --with-fastcgi --install Does anybody have an idea what's happening here? It happens on every module, and apparently request tracker needs about 80 modules to work. Is there not a better way (besides switching to debian) Phil Lawrence wrote: > Michael T. Halligan wrote: > >> Has anybody had any luck with RHEL4 & RT? > > > You bet. Easy as pie. Here's my install notes, heavily based on the > wiki: > Installing RT on RHEL 4 with FastCGI and MySQL: > > RHEL4 INSTALL > Boot from RHEL4 CD 1 > > When partitioning, click "Configure advanced boot loader options" > add vga=773 (or whatever) to kernal parms > > Firewall on, allow SSH, HTTP & HTTPS, SMTP > SELINUX=disabled > > Customize software packages to be installed > Pick "minimal" set of packages > > reboot > > SETUP up2date > # rpm --import /usr/share/rhn/RPM-GPG-KEY > > upgrade all (you'll be prompted to accept rhndefault > settings, and for your rhn user info) > # up2date -u > > add needed stuff > # up2date \ > httpd-devel \ > mod_ssl \ > mysql \ > mysqlclient10 \ > mysql-server \ > mysql-devel \ > gcc \ > system-switch-mail \ > postfix > > add stuff I like > # up2date \ > screen \ > rcs \ > vim-enhanced > > Now we switch from Sendmail to Postscript > # system-switch-mail > > start screen (if you like) > # screen > > Install FastCGI... > # cd /usr/local/src > # 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 > > 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 > > Do initial configure for apache > # cd /etc/httpd/conf > # ci -l httpd.conf > # vim httpd.conf > # rcsdiff httpd.conf > =================================================================== > RCS file: httpd.conf,v > retrieving revision 1.1 > diff -r1.1 httpd.conf > 189a190 > > LoadModule fastcgi_module modules/mod_fastcgi.so > > Start apache > # service httpd start > > Check Apache logs to make sure fastcgi started > - Should see no lines with [error] referencing FastCGI > - Should see one line indicating a [notice] and the pid of FastCGI > [notice] FastCGI: process manager initialized (pid 3478) > # cat /var/log/httpd/error_log > > If it worked... > # ci -u /etc/httpd/conf/httpd.conf > > NOTE: always check the group ownership and permissions of files after > you perform rcs operations on them... I think your effective ID can > screw things up, and then you've got to chgrp or whatever. > > Set apache and mysql to start automatically > # chkconfig httpd on > # chkconfig mysqld on > > Turn on MySQL server, set MySQL root password... > # service mysqld start > # mysqladmin -u root password some_new_password > > > Do initial CPAN setup > # cd > # perl -MCPAN -e shell > > Policy on building prerequisites (follow, ask or ignore)? [ask] follow > > cpan> install Bundle::CPAN > cpan> quit > > 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: > # vim /etc/group > # grep ^rt /etc/group > rt:x:500:apache > > Confirm selinux is disabled > # grep ^SELINUX= /etc/selinux/config > SELINUX=disabled > > Change permissions on /etc/httpd/logs from within > $ cd /etc/httpd/logs > $ chmod 755 . > > Install latest RT > # cd /usr/local/src > # wget http://download.bestpractical.com/pub/rt/release/rt-3.4.2.tar.gz > # gunzip rt.tar.gz > # tar -xvf rt.tar > # cd rt-3.4.2/ > > 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 > > NOTE: I chose to skip running the Apache test suite to > simplify things. YMMV. > > Assuming everything is present and it's a go, install and intialize > database... > # make install > > 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: > # cd /opt/rt3/etc > # ci -l RT_SiteConfig.pm > # vim RT_SiteConfig.pm > # rcsdiff RT_SiteConfig.pm > =================================================================== > RCS file: RT_SiteConfig.pm,v > retrieving revision 1.1 > diff -r1.1 RT_SiteConfig.pm > 27c27 > < Set($rtname , "example.com"); > --- > > Set($rtname , "rt"); > 33c33 > < Set($Organization , "example.com"); > --- > > Set($Organization , "foo.edu"); > 66c66 > < Set($DatabasePassword , 'rt_pass'); > --- > > Set($DatabasePassword , 'foo'); > 122c122 > < Set($ParseNewMessageForTicketCcs , undef); > --- > > Set($ParseNewMessageForTicketCcs , 1); > 127c127 > < Set($RTAddressRegexp , '^rt\@example.com$'); > --- > > Set($RTAddressRegexp , '(?i)rt\.bar\.Foo\.EDU$'); > 215c215 > < Set($UseFriendlyToLine , 0); > --- > > Set($UseFriendlyToLine , 1); > 274c274 > < Set($WebPath , ""); > --- > > Set($WebPath , "/rt"); > 279c279 > < Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); > --- > > Set($WebBaseURL , "http://rt.bar.foo.edu:80"); > 303c303 > < Set($MessageBoxWrap, "HARD"); > --- > > Set($MessageBoxWrap, "SOFT"); > > Initialize Database > # cd /usr/local/src/rt-3.4.2 > # make initialize-database > > Now edit your Apache config file some more: > # cd /etc/httpd/conf > # co -l httpd.conf > # vim httpd.conf > # rcsdiff httpd.conf > =================================================================== > RCS file: httpd.conf,v > retrieving revision 1.2 > diff -r1.2 httpd.conf > 1023a1024,1040 > > > > 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 and test: > # service httpd restart > > Assuming it works: > # ci -u /opt/rt3/etc/RT_SiteConfig.pm > # ci -u /etc/httpd/conf/httpd.conf > > Set up SSL cert > # cd /etc/httpd/conf > # openssl genrsa \ > -des3 \ > -out ssl.key/rt.bar.foo.edu.key \ > 1024 > Note the password you used for this key! > > # openssl req \ > -new \ > -key ssl.key/rt.bar.foo.edu.key \ > -out ssl.csr/rt.bar.foo.edu.csr > > Self-sign > # openssl x509 \ > -req \ > -in ssl.csr/rt.bar.foo.edu.csr \ > -signkey ssl.key/rt.bar.foo.edu.key \ > -out ssl.crt/rt.bar.foo.edu.crt > > Edit ssl.conf... > # cd /etc/httpd/conf.d > # ci -l ssl.conf > # vim ssl.conf > > Here's the skinny > # grep -v ^# ssl.conf | grep -v ^$ > LoadModule ssl_module modules/mod_ssl.so > Listen 443 > AddType application/x-x509-ca-cert .crt > AddType application/x-pkcs7-crl .crl > SSLPassPhraseDialog builtin > SSLSessionCache shmcb:/var/cache/mod_ssl/scache(512000) > SSLSessionCacheTimeout 300 > SSLMutex default > SSLRandomSeed startup file:/dev/urandom 256 > SSLRandomSeed connect builtin > SSLCryptoDevice builtin > > DocumentRoot "/opt/rt3/share/html" > ServerName rt.bar.foo.edu:443 > ErrorLog /var/log/httpd/rt.bar.foo.edu_error > CustomLog /var/log/httpd/rt.bar.foo.edu-access_log common > LogLevel warn > SSLEngine on > SSLCipherSuite ALL:!ADH:!EXPORT56:RC4+RSA:+HIGH:+MEDIUM:+LOW:+SSLv2:+EXP > SSLCertificateFile /etc/httpd/conf/ssl.crt/rt.bar.foo.edu.crt > SSLCertificateKeyFile /etc/httpd/conf/ssl.key/rt.bar.foo.edu.key > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > > > SSLOptions +StdEnvVars > Options FollowSymLinks ExecCGI > AllowOverride None > > SetEnvIf User-Agent ".*MSIE.*" \ > nokeepalive ssl-unclean-shutdown \ > downgrade-1.0 force-response-1.0 > CustomLog logs/ssl_request_log \ > "%t %h %{SSL_PROTOCOL}x %{SSL_CIPHER}x \"%r\" %b" > Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > AddDefaultCharset UTF-8 > > > > > # cd /etc/httpd/conf > # co -l httpd.conf > # vim httpd.conf > # tail -n 7 httpd.conf > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > NameVirtualHost *:80 > > RewriteEngine on > RewriteCond %{SERVER_PORT} ^80$ > RewriteRule ^/(.*) https://%{SERVER_NAME}/$1 [R,L] > > > Modify RT config to now serve out of root dir > # cd /opt/rt3/etc/ > # vim RT_SiteConfig.pm > # rcsdiff RT_SiteConfig.pm > =================================================================== > RCS file: RT_SiteConfig.pm,v > retrieving revision 1.2 > diff -r1.2 RT_SiteConfig.pm > 274c274 > < Set($WebPath , "/rt"); > --- > > Set($WebPath , ""); > > > Makes sure your firewall is ready for HTTPS > # iptables -L > # system-config-securitylevel-tui > > test it out (you'll be prompted for your .key file passphrase) > # service httpd restart > > Assuming it all worked > # ci -u /etc/httpd/conf.d/ssl.conf > # ci -u /etc/httpd/conf/httpd.conf > # ci -u /opt/rt3/etc/RT_SiteConfig.pm > > MAIL SETUP > edit config files > # cd /etc/postfix > # ci -l main.cf > # vim main.cf > # rcsdiff main.cf > =================================================================== > RCS file: main.cf,v > retrieving revision 1.1 > diff -r1.1 main.cf > 106c106 > < #inet_interfaces = all > --- > > inet_interfaces = all > 109c109 > < inet_interfaces = localhost > --- > > #inet_interfaces = localhost > 200c200,201 > < #local_recipient_maps = > --- > > local_recipient_maps = > > virtual_alias_maps = hash:/etc/mail/virtusertable > 437c438 > < #mailbox_command = /some/where/procmail > --- > > mailbox_command = /usr/bin/procmail > > # cd /etc/mail > # ci -l virtusertable > # vim virtusertable > # cat virtusertable > postmaster at rt.bar.foo.edu postmaster > @rt.bar.foo.edu rt_dispatcher > > # ci -l local-host-names > # vim local-host-names > # cat local-host-names > # rcsdiff local-host-names > =================================================================== > RCS file: local-host-names,v > retrieving revision 1.1 > diff -r1.1 local-host-names > 1a2 > > rt.BAR.Foo.EDU > > rt-mailgate will be talking with RT over HTTPS, so we need Crypt::SSLeay > # up2date perl-Crypt-SSLeay > > per http://www.geert.triple-it.nl/node/rt_procmail.html... > Create an account which is to gather all RT-mail. > # useradd rt_dispatcher -G rt > > Create utility perl scripts and the .procmailrc > # su - rt_dispatcher > $ vim get_action.pl > $ cat get_action.pl > #!/usr/bin/env perl > > @arr = ; > $action = "correspond"; > foreach (@arr) { > if (/\s*.*<([^@]+)-comment at .*>/g) { > $action = "comment"; > } else { > if (/\s*([^@]+)-comment at .*/g) { > $action = "comment"; > } > } > } > print "$action"; > $ chmod 700 get_action.pl > $ ci -u get_action.pl > > $ vim get_queue.pl > $ cat get_queue.pl > #!/usr/bin/env perl > > @arr = ; > $queue = 'general'; > foreach (@arr) { > if (/\s*.*<([^@]+)@.*>/g) { > $queue = $1; > } else { > if (/\s*([^@]+)@.*/g) { > $queue= $1; > } > } > } > if ($queue =~ /(.*)-comment/) > { > $queue = $1; > } > print "$queue"; > $ chmod 700 get_queue.pl > $ ci -u get_queue.pl > > $ vim .procmailrc > $ cat .procmailrc > #Preliminaries > SHELL=/bin/bash > MAILDIR=${HOME} > LOGFILE=${MAILDIR}/procmail.log > LOG="--- Logging ${LOGFILE} for ${LOGNAME}, " > VERBOSE=yes > MAILDOMAIN=rt.bar.foo.edu > RT_MAILGATE="/opt/rt3/bin/rt-mailgate" > RT_URL="https://rt.bar.foo.edu" > > LOGABSTRACT=all > > > :0 > { > # the following line extracts the recipient from Received-headers. > # Simply using the To: does not work, as tickets are often created > # by sending a CC/BCC to RT > TO=`formail -c -xReceived: |grep $MAILDOMAIN |sed -e 's/.*for > *<*\(.*\)>* *;.*$/\1/'` > QUEUE=`echo $TO| $HOME/get_queue.pl` > ACTION=`echo $TO| $HOME/get_action.pl` > :0 Wa > | $RT_MAILGATE --queue $QUEUE --action $ACTION --url $RT_URL > } > $ chmod 600 .procmailrc > $ ci -u .procmailrc > $ exit > > # service postfix restart > # postmap hash:/etc/mail/virtusertable > > Now, using a web browser, log into RT as root (pass: password) and: > - CHANGE the password! > - create a test queue, e.g. > Queue Name: test_queue > Description: Queue for Testing > Reply Address: test_queue > Comment Address: test_queue-comment > - create a test user with an email address that you control > - Create group 'FOO Staff' > - Configuration | Global | Group Rights > Everyone: > CreateTicket > ModifySelf > ReplyToTicket > SeeQueue > > Requestor: > ShowTicket > FOO Staff: > AssignCustomFields > CommentOnTicket > CreateSavedSearch > DeleteTicket > EditSavedSearches > LoadSavedSearch > ModifyCustomField > ModifyTicket > OwnTicket > ReplyToTicket > SeeCustomField > SeeGroup > ShowOutgoingEmail > ShowSavedSearches > ShowTicket > ShowTicketComments > StealTicket > TakeTicket > Watch > > - send an email to test_queue at rt.bar.foo.edu from the test user's > email account > > There's loads more after this, but it starts to get real specific to > our customizations. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- ------------------- BitPusher, LLC http://www.bitpusher.com/ 1.888.9PUSHER (415) 724.7998 - Mobile _______________________________________________ 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 Wed Jun 8 10:06:38 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 08 Jun 2005 10:06:38 -0400 Subject: [rt-users] Access to ticket based on custom field Message-ID: <5.2.1.1.2.20050608100634.023530a0@po14.mit.edu> At Wednesday 6/8/2005 03:33 AM, Jared Hanks wrote: >Is there a way for a user to only have access to see certain tickets based >on a custom field? For instance, I would like a manager to be able to >login and only see tickets pertaining to his/her department. Is this possible? No, you'd need separate queues for that. Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From ron.tyro at utoronto.ca Wed Jun 8 10:08:20 2005 From: ron.tyro at utoronto.ca (Ron Tyro) Date: Wed, 08 Jun 2005 10:08:20 -0400 Subject: [rt-users] Anyone going to YAPC NA? References: <20050607192646.GD953@chaka.net> Message-ID: <42A6FBD4.8CD8AD9F@utoronto.ca> I'll be attending. A RT BoF would be a nice idea. Ron -- Scotiabank Information Commmons, University of Toronto Todd Chapman wrote: > > Anyone here going to YAPC NA at the end of the month? > > I'd love to have a RT BoF. > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From acomerma.q at tvcatalunya.com Wed Jun 8 09:57:17 2005 From: acomerma.q at tvcatalunya.com (Comerma Pare, Antoni) Date: Wed, 8 Jun 2005 15:57:17 +0200 Subject: [rt-users] Lost saved searches Message-ID: Hello, I've installed on our RT 3.4.1 system the patch for "Splitting and Forging Tickets", and after restarting apache I have lost all the saved searches. I can't find any relationship between both facts. I can create new "Saved Searches" without problem, but the old ones are lost. Where are "saved searches" stored? Thanks, Toni Comerma From APowers at PyramidBrew.com Wed Jun 8 11:18:10 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Wed, 8 Jun 2005 08:18:10 -0700 Subject: [rt-users] Autogenerate report Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE3FDFDA2@mercury0.pyramidbrew.com> I use rt-remind.pm to email a list of open tickets to their owners. # RT report 0 5 * * 1-5 rt_admin /usr/local/rt3/local/bin/rt-remind.pm -A ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jared Hanks Sent: Wednesday, June 08, 2005 12:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Autogenerate report Is there a way to have a report run with certain criteria at a specific time every day, or week? I would like to be able to have a report run for a manager listing all outstanding tickets everyday, or at least once a week. Anyone know if this is possible? _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From erol at samurai.com Wed Jun 8 13:45:36 2005 From: erol at samurai.com (erol) Date: Wed, 8 Jun 2005 13:45:36 -0400 Subject: [rt-users] AutoReplying Message-ID: <20050608174536.GA46986@samurai.com> I have one queue which is accessed by several users. I've been banging my head off the wall trying to make it such that when a message is accepted into the queue they all receive an email saying a ticket has been created into queue X. I want to keep the owner as "nobody" , but I'd like to have an email sent to the five people who can see the queue. Any scrips out there that can do this, I have yet to find anything suitable. Thanks. -- erol erol at samurai.com "Life is a tragic comedy. If you can't laugh, you must cry. I prefer to laugh." -- G. Graffin From pponte at netcabo.pt Wed Jun 8 13:51:39 2005 From: pponte at netcabo.pt (Pedro Ponte) Date: Wed, 8 Jun 2005 18:51:39 +0100 Subject: [rt-users] Problem with Dates... Message-ID: Hello, I'm using the RT version rt-3.4.1, and I'm having a problem with the dates of creation for the tickets. For example, on the web I create a ticket XXX on the 2005-06-08 at 14:00, as soon as I have added it I click on this issues details, and I check the created date is the same as the above which is also the system date time. But when I check the "Created" field for this new issue in the mysql, the "Created" is as "2005-06-08 13:00..". So there is a difference in the hour! Created at 14:00 but added in the mysql database as 13:00, but in the site it remains as 14:00. Can you please help me? Best regards, Pedro Ponte -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3045 bytes Desc: not available URL: From vicki at progeny.com Wed Jun 8 13:55:13 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Wed, 08 Jun 2005 12:55:13 -0500 Subject: [rt-users] AutoReplying In-Reply-To: <20050608174536.GA46986@samurai.com> References: <20050608174536.GA46986@samurai.com> Message-ID: <42A73101.8020007@progeny.com> erol wrote: >I have one queue which is accessed by several users. I've been banging >my head off the wall trying to make it such that when a message is >accepted into the queue they all receive an email saying a ticket has >been created into queue X. >I want to keep the owner as "nobody" , but I'd like to have an email >sent to the five people who can see the queue. Any scrips out there >that can do this, I have yet to find anything suitable. > >Thanks. > > > > I'm still new to this, but as far as I know, you just need to add the users as watchers for the queue via the web interface. Vicki From rt at vtwireless.com Wed Jun 8 14:04:29 2005 From: rt at vtwireless.com (Stan) Date: Wed, 08 Jun 2005 14:04:29 -0400 Subject: [rt-users] Looping messages when postmaster@domain does not exist. Message-ID: <42A7332D.6040502@vtwireless.com> For some reason when people email my RT system, and for whatever reason the delivery fails (I think its when the sender has a badaddress), and RT sends out a: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (postmaster at domain.com) You might need to grant 'Everyone' the right 'CreateTicket' for the queue general. This message is bounced back to their domain, which replies the same. Short of making people enable postmaster at domain accounts, how can I stop RT from looping on these emails? From ben at atomicmatrix.net Wed Jun 8 12:58:22 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Wed, 8 Jun 2005 12:58:22 -0400 Subject: [rt-users] Upgraded, now LimitTransactionDate broken Message-ID: <20050608180444.BB8ED4D811E@diesel.bestpractical.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I upgraded from 3.2.3 to 3.4.2 last night, and this code my $tickets = new RT::Tickets($RT::SystemUser); $tickets->LimitTransactionDate( VALUE => "2005-06-01 16:49:02", OPERATOR => '>'); $tickets->LimitTransactionDate( VALUE => "2005-06-08 16:49:02", OPERATOR => '<'); while (my $ticket = $tickets->Next()) { print $tickets->id . "\n"; } doesn't show any tickets and produces these log entries [Wed Jun 8 16:51:36 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 1171. (/usr/local/rt3/lib/RT.pm:277) [Wed Jun 8 16:51:36 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 883. (/usr/local/rt3/lib/RT.pm:277) [Wed Jun 8 16:51:36 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 1171. (/usr/local/rt3/lib/RT.pm:277) [Wed Jun 8 16:51:36 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 883. (/usr/local/rt3/lib/RT.pm:277) [Wed Jun 8 16:51:36 2005] [warning]: DBD::mysql::st execute failed: Table 'rt3._4' doesn't exist at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480. (/usr/local/rt3/lib/RT.pm:277) [Wed Jun 8 16:51:36 2005] [warning]: RT::Handle=HASH(0x8bfad64) couldn't execute the query 'SELECT DISTINCT main.* FROM ((Tickets main JOIN _4 ON ( _4.id = Attachments_2.TransactionId)) JOIN _3 ON ( _3.id = Attachments_2.TransactionId)) , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')or(Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( ( (Attachments_2.Created > '2005-06-01 16:49:02')AND(main.id = Transactions_1.ObjectId) ) AND ( (Attachments_2.Created < '2005-06-08 16:49:02')AND(main.id = Transactions_1.ObjectId) ) ) ) ' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. (/usr/local/rt3/lib/RT.pm:277) Any ideas? Thanks, -=| Ben Perl v5.8.6 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.94; Apache::Request v1.33; Apache::Server v1.01; 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::Status v2.03; Apache::Table v0.01; AutoLoader v5.60; B v1.07; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.23; Carp v1.03; CGI v3.05; CGI::Cookie v1.24; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Cwd v3.01; Data::Dumper v2.121_02; DBD::mysql v2.9004; DBI v1.47; 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 v1.05; Encode v2.08; Encode::Alias v2.02; Encode::Config v2.00; Encode::Encoding v2.02; Errno v1.09; Exception::Class v1.20; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v3.01; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.29; 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 v3.45; HTML::Scrubber v0.08; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.09; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.47; Locale::Maketext::Lexicon::Gettext v0.14; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; Log::Dispatch::File v1.22; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.66; Mail::Field v1.66; Mail::Field::AddrList v1.66; Mail::Header v1.66; Mail::Internet v1.66; MIME::Base64 v3.05; MIME::Body v5.417; MIME::Decoder v5.417; MIME::Decoder::NBit 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 v1.29; Module::Versions::Report v1.02; overload v1.02; Params::Validate v0.76; POSIX v1.08; re v0.04; Regexp::Common v2.119; Regexp::Common::_support v2.101; Regexp::Common::balanced v2.101; Regexp::Common::CC v2.100; Regexp::Common::comment v2.114; Regexp::Common::delimited v2.103; Regexp::Common::lingua v2.104; Regexp::Common::list v2.103; Regexp::Common::net v2.105; Regexp::Common::number v2.107; Regexp::Common::profanity v2.104; Regexp::Common::SEN v2.101; Regexp::Common::URI v2.108; Regexp::Common::URI::fax v2.100; Regexp::Common::URI::file v2.100; Regexp::Common::URI::ftp v2.101; Regexp::Common::URI::gopher v2.100; Regexp::Common::URI::http v2.101; Regexp::Common::URI::news v2.100; Regexp::Common::URI::pop v2.100; Regexp::Common::URI::prospero v2.100; Regexp::Common::URI::RFC1035 v2.100; Regexp::Common::URI::RFC1738 v2.104; Regexp::Common::URI::RFC1808 v2.100; Regexp::Common::URI::RFC2384 v2.102; Regexp::Common::URI::RFC2396 v2.100; Regexp::Common::URI::RFC2806 v2.100; Regexp::Common::URI::tel v2.100; Regexp::Common::URI::telnet v2.100; Regexp::Common::URI::tv v2.100; Regexp::Common::URI::wais v2.100; Regexp::Common::whitespace v2.103; Regexp::Common::zip v2.112; RT v3.4.2; RT::Interface::Email v1.02; Scalar::Util v1.14; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.12; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.65; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Tree::Simple v1.14; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; -----BEGIN PGP SIGNATURE----- Version: PGP Desktop 9.0.1 (Build 2179) iQA/AwUBQqcjrlQK10CpvqFVEQKj8QCeKItr3dItHrIVdj58TgchNy2OYt0An0TV LMaey9xDh52T1HSD/edajbI/ =05Rq -----END PGP SIGNATURE----- -------------- next part -------------- A non-text attachment was scrubbed... Name: PGPexch.htm.pgp Type: application/octet-stream Size: 3953 bytes Desc: not available URL: From APowers at PyramidBrew.com Wed Jun 8 14:08:37 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Wed, 8 Jun 2005 11:08:37 -0700 Subject: [rt-users] AutoReplying Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE3FDFDAB@mercury0.pyramidbrew.com> Yes. Or even better, create a group and add the group as Watchers: "Administrative CC". ---- Perfection is just a word I use occasionally with mustard. Atom Powers Systems Administrator Pyramid Breweries Inc. 206.682.8322 x251 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Vicki Stanfield Sent: Wednesday, June 08, 2005 10:55 AM To: erol Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] AutoReplying erol wrote: >I have one queue which is accessed by several users. I've been banging >my head off the wall trying to make it such that when a message is >accepted into the queue they all receive an email saying a ticket has >been created into queue X. >I want to keep the owner as "nobody" , but I'd like to have an email >sent to the five people who can see the queue. Any scrips out there >that can do this, I have yet to find anything suitable. > >Thanks. > > > > I'm still new to this, but as far as I know, you just need to add the users as watchers for the queue via the web interface. 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 bwspolarich at uscar.org Wed Jun 8 14:08:37 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Wed, 8 Jun 2005 14:08:37 -0400 Subject: [rt-users] AutoReplying Message-ID: <3AF76382C31760418AF0FBFD84F7140302F64FDE@MI8NYCMAIL07.Mi8.com> rt-users-bounces at lists.bestpractical.com wrote: > I'm still new to this, but as far as I know, you just need to > add the users as watchers for the queue via the web interface. That's right. You will actually want to use Administrative Cc: for your watchers, as the default scrips automatically include AdminCc: users on correspondance (including the creation of the ticket). Configuration->Queues->(queue name)->Watchers. From asparks at doublesparks.net Wed Jun 8 22:25:13 2005 From: asparks at doublesparks.net (Alan Sparks) Date: Wed, 08 Jun 2005 20:25:13 -0600 Subject: [rt-users] Using rt2-to-rt3-1.23 Message-ID: <42A7A889.7070102@doublesparks.net> Trying to migrate from an RT2 system to RT 3.4.1 (I see 3.4.2 is now out...). I have a question about using rt2-to-rt3-1.23. Is it possible to migrate the dumpfile into 3.4.x, or must one go through an intermediate step (RT version) to successfully import? Do I have to import into a 3.0.x version then upgrade RT to 3.2, then 3.4? While importing my dumpfile into RT 3.4.1, the dumpfile-to-rt-3.0 dies with the following: .t-4063 Couldn't create trans 18238 $VAR1 = { 'OldValue' => 'new', 'Ticket' => '4063', 'NewValue' => 'resolved', 'Creator' => '22', 'ActivateScrips' => '0', 'Type' => 'Status', 'Field' => 'Status', 'Created' => '2005-06-04 14:02:50', 'id' => 18238 }; Thanks in advance. -- Alan Sparks, UNIX/Linux Systems Integration and Administration From dan+rt-users-list at dan.tulsa.ok.us Thu Jun 9 00:56:16 2005 From: dan+rt-users-list at dan.tulsa.ok.us (Dan Fulbright) Date: Wed, 08 Jun 2005 23:56:16 -0500 Subject: [rt-users] NotifyActor ignored for Notify Owner Message-ID: <42A7CBF0.8070205@dan.tulsa.ok.us> When I "Take" a ticket, I get an e-mail that says, for example: Transaction: Given to supportguy by supportguy The problem is, I'm supportguy, so I know I just gave the ticket to myself. I have this variable unchanged from the default: Set($NotifyActor, 0); I know which scrip is doing this (again, a default scrip): On Owner Change Notify Owner with template Transaction Is this the desired behavior, or is this a bug? Is there any way I could achieve the desired effect of notifying the new owner only if someone else gives them the ticket? I know that I could just dink around with lib/RT/Action/Notify.pm and figure this out, but I thought someone might have some quick insight. I'm using RT 3.4.1 (from the official Debian Sarge package). Thanks in advance. --df From cartera at lei.net.au Thu Jun 9 02:58:27 2005 From: cartera at lei.net.au (Adrian Carter) Date: Thu, 09 Jun 2005 16:58:27 +1000 Subject: [rt-users] Merge tickets based on Subject (but without ticket tag) Message-ID: <42A7E893.8060704@lei.net.au> Okies, What I want to do is have incoming e-mail scan the subject and then look for it based on the regexp of the subject to id the ticket first.. Reason being I have a few systems that generate incoming e-mails to me that contain their own unique ticket id but obviously 3 emails from the system currently generates 3 new tickets as they dont pre-pend our ticket id. Since their id is both unique to a case and common to all e-mails, i want to assign the ticket id based on this. Where do I need to fudge RT? :) I think doing it pre-ticket creation is the key, because merging them generates needles increasses in the ticket_id seed (as I get on avg 4 emails per incident from the external sources) -- 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 jesse at bestpractical.com Thu Jun 9 03:00:06 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Jun 2005 03:00:06 -0400 Subject: [rt-users] Merge tickets based on Subject (but without ticket tag) In-Reply-To: <42A7E893.8060704@lei.net.au> References: <42A7E893.8060704@lei.net.au> Message-ID: <20050609070005.GT11172@bestpractical.com> On Thu, Jun 09, 2005 at 04:58:27PM +1000, Adrian Carter wrote: > Okies, > What I want to do is have incoming e-mail scan the subject and then > look for it based on the regexp of the subject to id the ticket first.. > Reason being I have a few systems that generate incoming e-mails to me > that contain their own unique ticket id but obviously 3 emails from the > system currently generates 3 new tickets as they dont pre-pend our > ticket id. Since their id is both unique to a case and common to all > e-mails, i want to assign the ticket id based on this. > > Where do I need to fudge RT? :) I think doing it pre-ticket creation > is the key, because merging them generates needles increasses in the > ticket_id seed (as I get on avg 4 emails per incident from the external > sources) We're putting the finishing touches on an RT extension to do just this. I expect the rest of the test suite will land tomorrow, then we'll get it out there. > > -- > Adrian Carter > Technical Manager > Leading Edge Internet > > Web http://www.lei.net.au http://support.lei.net.au > Direct +61 2 6163 6162 Support 1 300 662 415 > E-mail cartera at lei.net.au > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From cartera at lei.net.au Thu Jun 9 04:36:28 2005 From: cartera at lei.net.au (Adrian Carter) Date: Thu, 09 Jun 2005 18:36:28 +1000 Subject: [rt-users] XML & RT Message-ID: <42A7FF8C.9090008@lei.net.au> Can anyone point me towards some documentation of RT and XML? I wish to use XML to pull information into a customer management system and would like to know if there is something more current than the SOAP interface or if there is docs on the REST interface? Also, can someone point me towards a perl module that they have used to manipulate RT XML data. is XML::Simple sufficent? thanks Adrian -- 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 bacardicoke at gmail.com Thu Jun 9 04:32:33 2005 From: bacardicoke at gmail.com (Nils Vogels) Date: Thu, 9 Jun 2005 10:32:33 +0200 Subject: [rt-users] Moving from Peregrine Servicecenter to RT Message-ID: Hi there! For the company I am currently working for, I am looking at the impact of moving from SC to RT. It looks like with a bit of tweaking and installing a few of the contributions, RT has all the functionality we use from SC today. Has anyone ever switched from SC to RT, and if so, could they tell me if they ran to any issues ? Greetings and thanks a bunch, Nils. -- Simple guidelines to happiness: Work like you don't need the money, Love like your heart has never been broken and Dance like no one can see you. From rt-users at rock-tnsc.com Thu Jun 9 04:44:15 2005 From: rt-users at rock-tnsc.com (Felix Zhu) Date: Thu, 09 Jun 2005 16:44:15 +0800 Subject: [rt-users] Thunderbird quote problem: This transaction appears to have no content Message-ID: <42A8015F.9020703@rock-tnsc.com> Hi all, It seems that RT has some bugs when replay a ticket from thunderbird with quoted lines. Let me show you an example. When I replay a ticket from thunderbird, the original messages are quoted like this: Reply test 2 Felix Zhu via RT wrote: >*** MESSAGE INTERCEPTED BY MISSION CONTROL *** > >IT TASK #687 / RT / No Transaction Content >================================================== > >Replay test 1 > >================================================== >You can also view this reply online at: >http://website/Ticket/Display.html?id=687 > > But the content adds to RT is like this: Reply test 2 Felix Zhu via RT wrote: *** MESSAGE INTERCEPTED BY MISSION CONTROL *** IT TASK #687 / RT / No Transaction Content ================================================== Replay test 1 ================================================== You can also view this reply online at: http://website/Ticket/Display.html?id=687 Notice that all the line breaks are missing, and all quotes are in one line! Then "This transaction appears to have no content" will apear in message body when I reply/comment this correspondence. I just upgraded RT from 3.2.1 to 3.4.2, both have same problem. Regards, Felix From bacardicoke at gmail.com Thu Jun 9 04:47:56 2005 From: bacardicoke at gmail.com (Nils Vogels) Date: Thu, 9 Jun 2005 10:47:56 +0200 Subject: [rt-users] Problem with Dates... In-Reply-To: References: Message-ID: On 6/8/05, Pedro Ponte wrote: > > Hello, I'm using the RT version rt-3.4.1, and I'm having a problem with the > dates of creation for the tickets. > > For example, on the web I create a ticket XXX on the 2005-06-08 at 14:00, as > soon as I have added it I click on this issues details, and I check the > created date is the same as the above which is also the system date time. > But when I check the "Created" field for this new issue in the mysql, the > "Created" is as "2005-06-08 13:00..". So there is a difference in the hour! > Created at 14:00 but added in the mysql database as 13:00, but in the site > it remains as 14:00? > This looks like a problem with timezones. Quite probably, your server is set to GMT, which has no knowledge of Daylight Savings Time, while your browser is set to your local timezone (which is GMT+1 atm, judging from your email address) This will cause the difference in times between the database and the website. Gr, Nils -- Simple guidelines to happiness: Work like you don't need the money, Love like your heart has never been broken and Dance like no one can see you. From howard.jones at network-i.net Thu Jun 9 05:04:13 2005 From: howard.jones at network-i.net (Howard Jones) Date: Thu, 09 Jun 2005 10:04:13 +0100 Subject: [rt-users] XML & RT In-Reply-To: <42A7FF8C.9090008@lei.net.au> References: <42A7FF8C.9090008@lei.net.au> Message-ID: <42A8060D.3060304@network-i.net> Adrian Carter wrote: > Can anyone point me towards some documentation of RT and XML? > > I wish to use XML to pull information into a customer management system > and would like to know if there is something more current than the SOAP > interface or if there is docs on the REST interface? > > Also, can someone point me towards a perl module that they have used to > manipulate RT XML data. is XML::Simple sufficent? Must it be XML? Those three questions together kind of imply that all you really want is any kind of interface, and XML is the trendy way to do it... don't mean to sound rude. The different perl XML modules vary wildly in what they do - it really really depends on exactly what you need. Do you need to work with an existing DTD, or have files produced to match some existing output (for some program that has a limited parser, say)? XML::Simple is fiddly for that. It's fine for just reading stuff in though, or for when you are the only consumer of your data. I found perl & XML to be pretty frustrating last time I wanted to do something with it, and ended up using VB.net and some XPath stuff which got it done in an hour. YMMV, and it was about a year ago now. I'd like to know the answer to #2 myself - I think there's a lot that could be done using the REST interface if you could work out how. We have a provisioning database which allows tickets to be created from within it's web interface, and when tickets are closed in RT, the corresponding record in the provisioning database is also updated. That uses the NoAuth mail gateway to submit tickets, and a custom Scrip to update the other way. In case it's of use to anyone: In the provisioning DB: (I never did get around to making it a hidden field - the idea was to have just one button). In RT, for the appropriate queue: We use Extract Custom Field Values, to put that X-DBReference: header into a Custom Field. Then, On Create, run the following custom action to tell the PDB that there's a ticket open, and what it's ID is: if($self->TicketObj->FirstCustomFieldValue('DBReference') ne "") { use LWP::Simple qw(get); my $dbref = $self->TicketObj->FirstCustomFieldValue('DBReference'); my $state = $self->TransactionObj->NewValue; my $id = $self->TicketObj->id; get("http://intranet.company.com/api/update-trouble-ticket.php?NewState=".$state."&DBReference=".$dbref."&TicketID=".$id); } On Status Change, running the following custom action to tell the PDB that the ticket has closed: if($self->TicketObj->FirstCustomFieldValue('DBReference') ne "") { use LWP::Simple qw(get); my $dbref = $self->TicketObj->FirstCustomFieldValue('DBReference'); my $state = $self->TransactionObj->NewValue; my $id = $self->TicketObj->id; get("http://intranet.company.com/api/update-trouble-ticket.php?NewState=".$state."&DBReference=".$dbref."&TicketID=".$id); } Obviously, there's a PHP script on the other side, that's actually updating the database. None of which answers your question, but it's maybe slightly useful :-) Best Regards, Howard From cartera at lei.net.au Thu Jun 9 05:26:41 2005 From: cartera at lei.net.au (Adrian Carter) Date: Thu, 09 Jun 2005 19:26:41 +1000 Subject: [rt-users] XML & RT In-Reply-To: <42A8060D.3060304@network-i.net> References: <42A7FF8C.9090008@lei.net.au> <42A8060D.3060304@network-i.net> Message-ID: <42A80B51.40904@lei.net.au> Only reason I mention XML is I want to list queue contents per user etc, and want to offer re-formating within the shell of the portal system we have. Also would be nice to auto-create, check and resolve ticket statuses for processes like provisioning. *shrug* REST looks like it will do it, but not sure of a good REST / PERL interface. or REST/PHP for that matter. Also the REST documentation is.. umm.. as far as I can see.. non-existant. Wiki yields nothing, and other than using lateral thinking and the Interface directory, theres no documentation of the functions. SOAP seemed doable, since I've done some PHP stuff with SOAP before, and the PERL stuff is similar. Once again though, Jesse's SOAP interface was written RT 3.0.2 and so dunno about its value against 3.4.2 . if someone can enlighten me... I'm open to suggestions.... Howard Jones wrote: > Adrian Carter wrote: > >> Can anyone point me towards some documentation of RT and XML? >> >> I wish to use XML to pull information into a customer management >> system and would like to know if there is something more current than >> the SOAP interface or if there is docs on the REST interface? >> >> Also, can someone point me towards a perl module that they have used >> to manipulate RT XML data. is XML::Simple sufficent? > > > Must it be XML? Those three questions together kind of imply that all > you really want is any kind of interface, and XML is the trendy way to > do it... don't mean to sound rude. > > The different perl XML modules vary wildly in what they do - it really > really depends on exactly what you need. Do you need to work with an > existing DTD, or have files produced to match some existing output > (for some program that has a limited parser, say)? XML::Simple is > fiddly for that. It's fine for just reading stuff in though, or for > when you are the only consumer of your data. I found perl & XML to be > pretty frustrating last time I wanted to do something with it, and > ended up using VB.net and some XPath stuff which got it done in an > hour. YMMV, and it was about a year ago now. > > I'd like to know the answer to #2 myself - I think there's a lot that > could be done using the REST interface if you could work out how. We > have a provisioning database which allows tickets to be created from > within it's web interface, and when tickets are closed in RT, the > corresponding record in the provisioning database is also updated. > That uses the NoAuth mail gateway to submit tickets, and a custom > Scrip to update the other way. > > In case it's of use to anyone: > > In the provisioning DB: > >
action="http://www.company.com/rt/REST/1.0/NoAuth/mail-gateway" > method="POST"> > name="queue" value="9"> > >
> > (I never did get around to making it a hidden field - the idea was to > have just one button). > > In RT, for the appropriate queue: > > We use Extract Custom Field Values, to put that X-DBReference: header > into a Custom Field. Then, > > On Create, run the following custom action to tell the PDB that > there's a ticket open, and what it's ID is: > > if($self->TicketObj->FirstCustomFieldValue('DBReference') ne "") > { > use LWP::Simple qw(get); > my $dbref = $self->TicketObj->FirstCustomFieldValue('DBReference'); > my $state = $self->TransactionObj->NewValue; > my $id = $self->TicketObj->id; > > get("http://intranet.company.com/api/update-trouble-ticket.php?NewState=".$state."&DBReference=".$dbref."&TicketID=".$id); > > > } > > > On Status Change, running the following custom action to tell the PDB > that the ticket has closed: > > if($self->TicketObj->FirstCustomFieldValue('DBReference') ne "") > { > use LWP::Simple qw(get); > my $dbref = $self->TicketObj->FirstCustomFieldValue('DBReference'); > my $state = $self->TransactionObj->NewValue; > my $id = $self->TicketObj->id; > > get("http://intranet.company.com/api/update-trouble-ticket.php?NewState=".$state."&DBReference=".$dbref."&TicketID=".$id); > > > } > > Obviously, there's a PHP script on the other side, that's actually > updating the database. > > None of which answers your question, but it's maybe slightly useful :-) > > Best Regards, > > Howard > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From Ruslan.Zakirov at miet.ru Thu Jun 9 09:36:57 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 09 Jun 2005 17:36:57 +0400 Subject: [rt-users] XML & RT In-Reply-To: <42A80B51.40904@lei.net.au> References: <42A7FF8C.9090008@lei.net.au> <42A8060D.3060304@network-i.net> <42A80B51.40904@lei.net.au> Message-ID: <42A845F9.90909@miet.ru> Adrian Carter wrote: > Only reason I mention XML is I want to list queue contents per user etc, > and want to offer re-formating within the shell of the portal system we > have. Also would be nice to auto-create, check and resolve ticket > statuses for processes like provisioning. > > *shrug* > > REST looks like it will do it, but not sure of a good REST / PERL > interface. or REST/PHP for that matter. Also the REST documentation is.. > umm.. as far as I can see.. non-existant. Wiki yields nothing, and other > than using lateral thinking and the Interface directory, theres no > documentation of the functions. Yeah, REST is not documented, there is Atom interface on the CPAN - RT-Client, that has examples in the t/* how to use it. > > SOAP seemed doable, since I've done some PHP stuff with SOAP before, and > the PERL stuff is similar. Once again though, Jesse's SOAP interface was > written RT 3.0.2 and so dunno about its value against 3.4.2 . if someone > can enlighten me... SOUP is not supported any more. It's broken. > > I'm open to suggestions.... > > Howard Jones wrote: > >> Adrian Carter wrote: >> >>> Can anyone point me towards some documentation of RT and XML? >>> >>> I wish to use XML to pull information into a customer management >>> system and would like to know if there is something more current than >>> the SOAP interface or if there is docs on the REST interface? >>> >>> Also, can someone point me towards a perl module that they have used >>> to manipulate RT XML data. is XML::Simple sufficent? >> >> >> >> Must it be XML? Those three questions together kind of imply that all >> you really want is any kind of interface, and XML is the trendy way to >> do it... don't mean to sound rude. >> >> The different perl XML modules vary wildly in what they do - it really >> really depends on exactly what you need. Do you need to work with an >> existing DTD, or have files produced to match some existing output >> (for some program that has a limited parser, say)? XML::Simple is >> fiddly for that. It's fine for just reading stuff in though, or for >> when you are the only consumer of your data. I found perl & XML to be >> pretty frustrating last time I wanted to do something with it, and >> ended up using VB.net and some XPath stuff which got it done in an >> hour. YMMV, and it was about a year ago now. >> >> I'd like to know the answer to #2 myself - I think there's a lot that >> could be done using the REST interface if you could work out how. We >> have a provisioning database which allows tickets to be created from >> within it's web interface, and when tickets are closed in RT, the >> corresponding record in the provisioning database is also updated. >> That uses the NoAuth mail gateway to submit tickets, and a custom >> Scrip to update the other way. >> >> In case it's of use to anyone: >> >> In the provisioning DB: >> >>
> action="http://www.company.com/rt/REST/1.0/NoAuth/mail-gateway" >> method="POST"> >> > name="queue" value="9"> >> >>
>> >> (I never did get around to making it a hidden field - the idea was to >> have just one button). >> >> In RT, for the appropriate queue: >> >> We use Extract Custom Field Values, to put that X-DBReference: header >> into a Custom Field. Then, >> >> On Create, run the following custom action to tell the PDB that >> there's a ticket open, and what it's ID is: >> >> if($self->TicketObj->FirstCustomFieldValue('DBReference') ne "") >> { >> use LWP::Simple qw(get); >> my $dbref = $self->TicketObj->FirstCustomFieldValue('DBReference'); >> my $state = $self->TransactionObj->NewValue; >> my $id = $self->TicketObj->id; >> >> get("http://intranet.company.com/api/update-trouble-ticket.php?NewState=".$state."&DBReference=".$dbref."&TicketID=".$id); >> >> >> } >> >> >> On Status Change, running the following custom action to tell the PDB >> that the ticket has closed: >> >> if($self->TicketObj->FirstCustomFieldValue('DBReference') ne "") >> { >> use LWP::Simple qw(get); >> my $dbref = $self->TicketObj->FirstCustomFieldValue('DBReference'); >> my $state = $self->TransactionObj->NewValue; >> my $id = $self->TicketObj->id; >> >> get("http://intranet.company.com/api/update-trouble-ticket.php?NewState=".$state."&DBReference=".$dbref."&TicketID=".$id); >> >> >> } >> >> Obviously, there's a PHP script on the other side, that's actually >> updating the database. >> >> None of which answers your question, but it's maybe slightly useful :-) >> >> Best Regards, >> >> Howard >> >> > From Michael.Lantzen at alifestyle.de Thu Jun 9 06:22:56 2005 From: Michael.Lantzen at alifestyle.de (Michael Lantzen) Date: Thu, 9 Jun 2005 12:22:56 +0200 Subject: [rt-users] html / plain text Message-ID: <0D93EDE85F073E45AE754520CEB4F94001128E1B@exchange02.lifestyle.lokal> Hi, does anyone know how to get html mails working for rt too? if a customer sends a html mail, then rt does not return the content of the email in the autoreply message. Michael :) -------------- next part -------------- An HTML attachment was scrubbed... URL: From bacardicoke at gmail.com Thu Jun 9 06:50:58 2005 From: bacardicoke at gmail.com (Nils Vogels) Date: Thu, 9 Jun 2005 12:50:58 +0200 Subject: [rt-users] html / plain text In-Reply-To: <0D93EDE85F073E45AE754520CEB4F94001128E1B@exchange02.lifestyle.lokal> References: <0D93EDE85F073E45AE754520CEB4F94001128E1B@exchange02.lifestyle.lokal> Message-ID: On 6/9/05, Michael Lantzen wrote: > > Hi, > > does anyone know how to get html mails working for rt too? if a customer > sends a html mail, then rt does not return the content of the email in the > autoreply message. Does this help? # If PreferRichText is set to a true value, RT will show HTML/Rich text # messages in preference to their plaintext alternatives. RT "scrubs" the # html to show only a minimal subset of HTML to avoid possible contamination # by cross-site-scripting attacks. Set($PreferRichText, undef); -- Simple guidelines to happiness: Work like you don't need the money, Love like your heart has never been broken and Dance like no one can see you. From fmml at cedval.org Thu Jun 9 08:06:53 2005 From: fmml at cedval.org (Francois Meehan) Date: Thu, 9 Jun 2005 08:06:53 -0400 (EDT) Subject: [rt-users] Installation pain... Message-ID: <3317.192.168.41.21.1118318813.squirrel@whoami7.cedval.org> Hi all, Such a beautifull software, so hard to install. Eventhough the FAQ says Fedora is the easiest distro to install RT on, the fact that is doesn't support mysql 3 makes things so complicated. As we don't want upgrade mysql, we are trying to install RT on Postgres. But lack of good information on installing RT on that Data base engine makes it very difficult. Does anyone has a setup documentation for RT starting with the database and user creation on Postgres? Best regards, Francois Random Thought: --------------- Serfs up! -- Spartacus From bestpractical at daley.snurgle.org Thu Jun 9 08:43:32 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 9 Jun 2005 08:43:32 -0400 (EDT) Subject: [rt-users] Installation pain... In-Reply-To: <3317.192.168.41.21.1118318813.squirrel@whoami7.cedval.org> References: <3317.192.168.41.21.1118318813.squirrel@whoami7.cedval.org> Message-ID: What difficulties are you having? I had a bit of trouble to start with, mostly due to some wrong perl packages versions, but that is independent of the database type. And I think I didn't originally understand how the user permissions in pg_hba.conf worked. Do you know about the rt-setup-database binary? I think if you have your RT_SiteConfig.pm set to postgres, you are pretty much all set. On Thu, 9 Jun 2005, Francois Meehan wrote: > Hi all, > > Such a beautifull software, so hard to install. > > Eventhough the FAQ says Fedora is the easiest distro to install RT on, the > fact that is doesn't support mysql 3 makes things so complicated. > > As we don't want upgrade mysql, we are trying to install RT on Postgres. > But lack of good information on installing RT on that Data base engine > makes it very difficult. > > Does anyone has a setup documentation for RT starting with the database > and user creation on Postgres? > > Best regards, > > Francois > > > > Random Thought: > --------------- > Serfs up! > -- Spartacus > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From tmaciak at ci.grand-rapids.mi.us Thu Jun 9 08:42:41 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Thu, 9 Jun 2005 08:42:41 -0400 Subject: [rt-users] Oracle installation help needed Message-ID: <221C759285B78647AEE6181FD6AF36A710C3E986@bambi.grand-rapids.mi.us> Hello, I was able to get RT working with MySQL v4.x quite easily but the information on Oracle installs is scarce. I am having major pains trying to get RT installed using Oracle as the database. I have added my own debugging statements to try to figure out what the problem is and this is what I am getting: Now creating a database for RT. ...skipped as rt is not rt or we're working with Oracle. . . . Before Create System User Creating system user... DEBUG: [//opt/rt3/sbin/rt-setup-database 436] New RT User DEBUG: User_Overlay.pm - Start _BootstrapCreate DEBUG: /opt/rt3/lib/RT/User_Overlay.pm 484 Before BeginTransaction DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 674] Start BeginTransaction DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 678] TRANSDEPTH = 1 DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 685] BeginTransaction - return self->dbh->begin_work DEBUG: [/opt/rt3/lib/RT.pm 287] We DIED - Rollback! Can't call method "rollback" on an undefined value at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 742. make: *** [initialize-database] Error 2 Seems like it works all the way up until "make initialize-database" creates the RT User. When I run this script it does create all of the tables and the sequences etc. but it just errors out when creating the initial system users. For some reason it is bombing out on me right after the BeginTransaction returns the self->dbh->begin_work as the result. Any help, tips, ideas or advice is much appreciated. Also - I updated the nuke-schema.pl script so that it did not need the "Scriptalicious" program because it was almost impossible for me to install that on Fedora Core 3 system. My version just uses straight up perl and connects right to the Oracle database. Is there a place I can deposit this script for others to make use of? 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 Ruslan.Zakirov at miet.ru Thu Jun 9 13:26:11 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Thu, 09 Jun 2005 21:26:11 +0400 Subject: [rt-users] Oracle installation help needed In-Reply-To: <221C759285B78647AEE6181FD6AF36A710C3E986@bambi.grand-rapids.mi.us> References: <221C759285B78647AEE6181FD6AF36A710C3E986@bambi.grand-rapids.mi.us> Message-ID: <42A87BB3.7080106@miet.ru> Maciak, TJ wrote: > Hello, > > I was able to get RT working with MySQL v4.x quite easily but the > information on Oracle installs is scarce. > I am having major pains trying to get RT installed using Oracle as the > database. > > I have added my own debugging statements to try to figure out what the > problem is and this is what I am getting: > > Now creating a database for RT. > ...skipped as rt is not rt or we're working with Oracle. > . > . > . > Before Create System User > Creating system user... > DEBUG: [//opt/rt3/sbin/rt-setup-database 436] New RT User > DEBUG: User_Overlay.pm - Start _BootstrapCreate > DEBUG: /opt/rt3/lib/RT/User_Overlay.pm 484 Before BeginTransaction > DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 674] > Start BeginTransaction > DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 678] > TRANSDEPTH = 1 > DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 685] > BeginTransaction - return self->dbh->begin_work Here is RT an/or SB executes first insert and something fails. fails so terrible that you don't have dbh any more, RT catches error in eval block below and try to force rollback, but because dbh is not defined any more it calls rollback on undef value. Could you turn DBI debug and Oracle query log? DBI log you can turn on with DBI_TRACE env variable with "[=]" syntax. See `perldoc DBI`. > DEBUG: [/opt/rt3/lib/RT.pm 287] We DIED - Rollback! > Can't call method "rollback" on an undefined value at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 742. > make: *** [initialize-database] Error 2 > > Seems like it works all the way up until "make initialize-database" > creates the RT User. > When I run this script it does create all of the tables and the > sequences etc. but it just errors out when creating > the initial system users. For some reason it is bombing out on me right > after the BeginTransaction returns the self->dbh->begin_work as the result. Did you update your perl? > > Any help, tips, ideas or advice is much appreciated. > > Also - I updated the nuke-schema.pl script so that it did not need the > "Scriptalicious" program because it was almost impossible > for me to install that on Fedora Core 3 system. My version just uses > straight up perl and connects right to the Oracle database. > Is there a place I can deposit this script for others to make use of? > > 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 From ben at atomicmatrix.net Thu Jun 9 09:35:31 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Thu, 9 Jun 2005 09:35:31 -0400 Subject: [rt-users] Installation pain... In-Reply-To: <3317.192.168.41.21.1118318813.squirrel@whoami7.cedval.org> Message-ID: <20050609133531.25C164D8205@diesel.bestpractical.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 If you're more comfortable with MySQL, you could always install and run another instance. If you're running MySQL 3 from RPM, you could install the MySQL 4 linux tarball into /usr/local, for example. -=| Ben - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Francois Meehan Sent: Thursday, June 09, 2005 8:07 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Installation pain... Hi all, Such a beautifull software, so hard to install. Eventhough the FAQ says Fedora is the easiest distro to install RT on, the fact that is doesn't support mysql 3 makes things so complicated. As we don't want upgrade mysql, we are trying to install RT on Postgres. But lack of good information on installing RT on that Data base engine makes it very difficult. Does anyone has a setup documentation for RT starting with the database and user creation on Postgres? Best regards, Francois Random Thought: - --------------- Serfs up! -- Spartacus _______________________________________________ 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: PGP Desktop 9.0.1 (Build 2185) iQA/AwUBQqhFo1QK10CpvqFVEQJFIQCgoHPBZs2vU/rFZjwcNqMvmlElHHQAoOij 3yZ1pQI4WaAaDG/SyMToxkjW =SbVv -----END PGP SIGNATURE----- From sturner at MIT.EDU Thu Jun 9 09:52:52 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 09 Jun 2005 09:52:52 -0400 Subject: [rt-users] Oracle installation help needed In-Reply-To: <221C759285B78647AEE6181FD6AF36A710C3E986@bambi.grand-rapid s.mi.us> Message-ID: <5.2.1.1.2.20050609095055.02539ba8@po14.mit.edu> At Thursday 6/9/2005 08:42 AM, Maciak, TJ wrote: >Hello, >Can't call method "rollback" on an undefined value at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 742. >make: *** [initialize-database] Error 2 > I'm guessing that the database handle is null because the connect failed. Are you sure that the connect is using a valid username/password? Steve From rainer at ultra-secure.de Thu Jun 9 10:36:56 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 09 Jun 2005 16:36:56 +0200 Subject: [rt-users] Installation pain... In-Reply-To: <3317.192.168.41.21.1118318813.squirrel@whoami7.cedval.org> References: <3317.192.168.41.21.1118318813.squirrel@whoami7.cedval.org> Message-ID: <42A85408.8060203@ultra-secure.de> Francois Meehan wrote: >Hi all, > >Such a beautifull software, so hard to install. > >Eventhough the FAQ says Fedora is the easiest distro to install RT on, the >fact that is doesn't support mysql 3 makes things so complicated. > > > IMO, FreeBSD is the easiest to install onto - but I haven't tried anything else in years. It's simply the path of least resistance. But if FCx is the only thing you know, it *may* be easier for you to stay there. Usually, people have reported most success after building their own binaries of everything related to RT (apache, perl, mod_perl). On FreeBSD, you can use the ports-system to do all that for you, including installation of the database itself. (All modules needed by RT are in the ports-system). There are compelling reasons to use RHEL/SLES over FreeBSD - mainly drivers for enterprise-class storage HBAs and commercial system-management (hello cpq-health) or backup-software - but if all that doesn't apply to you, and you only intend to use open-source software anyway, FreeBSD might be the better long-term solution. >As we don't want upgrade mysql, we are trying to install RT on Postgres. >But lack of good information on installing RT on that Data base engine >makes it very difficult. > >Does anyone has a setup documentation for RT starting with the database >and user creation on Postgres? > > I didn't see any kind of show-stopper in the installation. See the wiki.bestpractical.com for a guide on installing on PostgreSQL. If you are also new to PostgreSQL, too, it probably wouldn't hurt to familiarize yourself with that database first. The installation of RT is such that the tables are created as super-user and the rt_user gets SELECT, INSERT, UPDATE, DELETE privileges on them. I used PostgreSQL 8.0.3, BTW. The 8.0-versions should provide a significant performance improvement. cheers, Rainer From phil.labonte at transcore.com Thu Jun 9 11:19:02 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Thu, 9 Jun 2005 11:19:02 -0400 Subject: [rt-users] Installation pain... Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D33150158371D@torex1.tcore.com> Dumb question but why not install it on Fedora Core3 and the latest MySQL builds? I have done 3 installs of RT on this platform and all three installs went flawlessly. The documentation to get it to work is all there on the web if you just use google and this list and it's archives. My 2 cents. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Rainer Duffner Sent: Thursday, June 09, 2005 10:37 AM To: fmml at cedval.org Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installation pain... Francois Meehan wrote: >Hi all, > >Such a beautifull software, so hard to install. > >Eventhough the FAQ says Fedora is the easiest distro to install RT on, the >fact that is doesn't support mysql 3 makes things so complicated. > > > IMO, FreeBSD is the easiest to install onto - but I haven't tried anything else in years. It's simply the path of least resistance. But if FCx is the only thing you know, it *may* be easier for you to stay there. Usually, people have reported most success after building their own binaries of everything related to RT (apache, perl, mod_perl). On FreeBSD, you can use the ports-system to do all that for you, including installation of the database itself. (All modules needed by RT are in the ports-system). There are compelling reasons to use RHEL/SLES over FreeBSD - mainly drivers for enterprise-class storage HBAs and commercial system-management (hello cpq-health) or backup-software - but if all that doesn't apply to you, and you only intend to use open-source software anyway, FreeBSD might be the better long-term solution. >As we don't want upgrade mysql, we are trying to install RT on Postgres. >But lack of good information on installing RT on that Data base engine >makes it very difficult. > >Does anyone has a setup documentation for RT starting with the database >and user creation on Postgres? > > I didn't see any kind of show-stopper in the installation. See the wiki.bestpractical.com for a guide on installing on PostgreSQL. If you are also new to PostgreSQL, too, it probably wouldn't hurt to familiarize yourself with that database first. The installation of RT is such that the tables are created as super-user and the rt_user gets SELECT, INSERT, UPDATE, DELETE privileges on them. I used PostgreSQL 8.0.3, BTW. The 8.0-versions should provide a significant performance improvement. 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 From joe_macdonald25 at yahoo.com Thu Jun 9 11:26:47 2005 From: joe_macdonald25 at yahoo.com (joe macdonald) Date: Thu, 9 Jun 2005 08:26:47 -0700 (PDT) Subject: [rt-users] rt and oracle Message-ID: <20050609152647.95569.qmail@web32615.mail.mud.yahoo.com> I have RT installed on a Linux box. I want to use a remote Oracle db as the backend. I've setup the SiteConfig.pm appropriately, but I'm kind of lost as to where to go from here. When I try to pull up the web interface, Apache logs this error: Unable to load DBIx::SearchBuilder database handle for 'oracle'. Perhaps you've picked an invalid database type or spelled it incorrectly. ??? Also - which components of Oracle do I need to have installed on the RT box? Which components does DBD::Oracle require? Thanks for any tips/guidance. joe. __________________________________ Discover Yahoo! Stay in touch with email, IM, photo sharing and more. Check it out! http://discover.yahoo.com/stayintouch.html From Steve_McStravick at BreconRidge.com Thu Jun 9 11:52:46 2005 From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com) Date: Thu, 9 Jun 2005 11:52:46 -0400 Subject: [rt-users] Restrict GUEST user Message-ID: I am setting up RT 3.4.1 on Oracle 9i, using Fedora to use internally, (migrating from WREQ 2.7). I decided to only use the web interface for creating tickets, so I can have requestor populate custom fields for each queue.. To accomplish this, without the hassle of pre-loading everyone into the system, I have created an 'unprivileged' guest user that can see queues and can create tickets. I have also added the autocreate user for all new requestors with the auto-generated password being emailed. There are 2 problems I have. 1) Since I want these new users to be able to change their passwords once their accounts have been created, I need to give the 'unprivileged' user ModifySelf, but this also leaves the door open for anyone to change the guest account's password. So I'd like to be able to add the restriction so the 'guest' user doesn't have this permission. 2) Since it is the guest user who is the 'Creator' of the ticket for new users, but guest isn't the 'Requestor', it gives an error, saying 'RT user doesn't have permission to view the created ticket #1234'. I don't want to open the door to give everyone access to SeeTicket, because that will allow them to see all tickets. But I'd like to either change this message or have the page open at the 'CreateTicketInQueue' page instead of trying to display the ticket. Steve McStravick I.S. BreconRidge Manufacturing Solutions 500 Palladium Drive Ottawa, ON K2V1C2 Steve McStravick I.S. BreconRidge Manufacturing Solutions 500 Palladium Drive Ottawa, ON K2V1C2 613-886-6842 From tmaciak at ci.grand-rapids.mi.us Thu Jun 9 11:52:44 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Thu, 9 Jun 2005 11:52:44 -0400 Subject: [rt-users] Oracle installation help needed Message-ID: <221C759285B78647AEE6181FD6AF36A710C3EAD7@bambi.grand-rapids.mi.us> This is what I get when I do DBI_TRACE=1 Seems like the DB connection info is valid as its creating the tables etc. --- start script First part creates all tables, sequences etc. successfully . . . Done setting up database schema. Now inserting database ACLs Now inserting RT core system objects DEBUG: Handle.pm using Oracle DEBUG: Handle.pm DB connect 1of3 DEBUG: Connect to Oracle DB USER:rt PW:xxx -> DBI->connect(DBI:Oracle:host=rabbit; sid=devl, rt, ****) connect using '(DESCRIPTION=(ADDRESS_LIST=(ADDRESS=(HOST=rabbit)(PROTOCOL=tcp)(PORT=1526)) (ADDRESS=(HOST=rabbit)(PROTOCOL=tcp)(P ORT=1521)))(CONNECT_DATA=(SID=devl)))' <- connect('host=rabbit; sid=devl' 'rt' ...)= DBI::db=HASH(0xa4cd470) at DBI.pm line 5 99 <- STORE('PrintError' 1)= 1 at DBI.pm line 646 <- STORE('AutoCommit' 1)= 1 at DBI.pm line 646 <- STORE('Username' 'rt')= 1 at DBI.pm line 649 <> FETCH('Username')= 'rt' ('Username' from cache) at DBI.pm line 649 <- connect= DBI::db=HASH(0xa4cd470) <- STORE('dbi_connect_closure' CODE(0xac7a438))= 1 at DBI.pm line 669 DEBUG: Handle.pm DB connect 2of3 <- STORE('LongReadLen' 10000000)= 1 at Handle.pm line 121 DEBUG: Handle.pm DB connect 3of3 <- DESTROY(DBI::db=HASH(a4cd470))= undef at rt-setup-database line 415 Checking for existing system user...DISABLED Before Create System User Creating system user... DEBUG: [//opt/rt3/sbin/rt-setup-database 444] New RT User DEBUG: User_Overlay.pm - Start _BootstrapCreate DEBUG: /opt/rt3/lib/RT/User_Overlay.pm 484 Before BeginTransaction DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 674] Start BeginTransaction DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 678] TRANSDEPTH = 1 DEBUG: [/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm 685] BeginTransaction - return self->dbh->begin_work DEBUG: [/opt/rt3/lib/RT.pm 287] We DIED - Rollback! Can't call method "rollback" on an undefined value at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 742. <- disconnect_all= (not implemented) at DBI.pm line 678 ! <- DESTROY(DBI::db=HASH(a4de1a8))= undef during global destruction ! <- DESTROY(DBI::dr=HASH(a1814ec))= undef during global destruction make: *** [initialize-database] Error 2 T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Thursday, June 09, 2005 9:53 AM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Oracle installation help needed At Thursday 6/9/2005 08:42 AM, Maciak, TJ wrote: >Hello, >Can't call method "rollback" on an undefined value at >/usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 742. >make: *** [initialize-database] Error 2 > I'm guessing that the database handle is null because the connect failed. Are you sure that the connect is using a valid username/password? Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From jra at baylink.com Thu Jun 9 12:49:00 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 9 Jun 2005 12:49:00 -0400 Subject: [rt-users] Installation pain... In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D33150158371D@torex1.tcore.com>; from "Labonte, Phil" on Thu, Jun 09, 2005 at 11:19:02AM -0400 References: <9D47B29B41BE6F4EA256BE6BBC8D33150158371D@torex1.tcore.com> Message-ID: <20050609124900.A15927@cgi.jachomes.com> On Thu, Jun 09, 2005 at 11:19:02AM -0400, Labonte, Phil wrote: > Dumb question but why not install it on Fedora Core3 and the latest > MySQL builds? > > I have done 3 installs of RT on this platform and all three installs > went flawlessly. The documentation to get it to work is all there on the > web if you just use google and this list and it's archives. As near I can figure, Phil, it's because he *has* an FC3 machine already running *with an already in-use MySQL 3 on it*. The old "componentized software" problem strikes again: it's much easier to support the package if you're willing to strictly specify what people are expected to run it on... but that restricts people from running it on what they've already got going... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jesse at bestpractical.com Thu Jun 9 12:54:00 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Jun 2005 12:54:00 -0400 Subject: [rt-users] rt and oracle In-Reply-To: <20050609152647.95569.qmail@web32615.mail.mud.yahoo.com> References: <20050609152647.95569.qmail@web32615.mail.mud.yahoo.com> Message-ID: <20050609165400.GD11172@bestpractical.com> On Thu, Jun 09, 2005 at 08:26:47AM -0700, joe macdonald wrote: > I have RT installed on a Linux box. I want to use a > remote Oracle db as the backend. I've setup the > SiteConfig.pm appropriately, but I'm kind of lost as > to where to go from here. When I try to pull up the > web interface, Apache logs this error: > > Unable to load DBIx::SearchBuilder database handle for > 'oracle'. > Perhaps you've picked an invalid database type or > spelled it incorrectly. Oracle, not oracle > > ??? > > Also - which components of Oracle do I need to have > installed on the RT box? Which components does > DBD::Oracle require? > > Thanks for any tips/guidance. > > joe. > > > > __________________________________ > Discover Yahoo! > Stay in touch with email, IM, photo sharing and more. Check it out! > http://discover.yahoo.com/stayintouch.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From joe_macdonald25 at yahoo.com Thu Jun 9 13:06:29 2005 From: joe_macdonald25 at yahoo.com (joe macdonald) Date: Thu, 9 Jun 2005 10:06:29 -0700 (PDT) Subject: [rt-users] rt and oracle In-Reply-To: <20050609165400.GD11172@bestpractical.com> Message-ID: <20050609170629.36563.qmail@web32608.mail.mud.yahoo.com> --- Jesse Vincent wrote: > > > > On Thu, Jun 09, 2005 at 08:26:47AM -0700, joe > macdonald wrote: > > I have RT installed on a Linux box. I want to use > a > > remote Oracle db as the backend. I've setup the > > SiteConfig.pm appropriately, but I'm kind of lost > as > > to where to go from here. When I try to pull up > the > > web interface, Apache logs this error: > > > > Unable to load DBIx::SearchBuilder database handle > for > > 'oracle'. > > Perhaps you've picked an invalid database type or > > spelled it incorrectly. > > Oracle, not oracle I should have mentioned that I tried both 'oracle' and 'Oracle' prior to posting to the list. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From Iris.Brookes at tdsecurities.com Thu Jun 9 13:16:20 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Thu, 9 Jun 2005 13:16:20 -0400 Subject: [rt-users] Quick Ticket Creation Message-ID: I'm new to RT and have been trying to understand the various features of it. I have a couple of questions and would appreciate any lead/answers since I could not find any. 1) What tables do I need to delete (other than tickets and transactions) to remove all of my testing on tickets? I do not want to rebuild the db since I've written some scrips, templates, custom fields, etc.... 2) How can I get the list under Queue (Quick Ticket Creation) to display only the queues that the logged-in user has access to? 3) How can I get the list under Owner to display only users that have rights to the selected Queue? Regards, Iris Brookes -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at miet.ru Thu Jun 9 17:33:34 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 10 Jun 2005 01:33:34 +0400 Subject: [rt-users] Quick Ticket Creation In-Reply-To: References: Message-ID: <42A8B5AE.9060905@miet.ru> Brookes, Iris wrote: > I'm new to RT and have been trying to understand the various features of > it. I have a couple of questions and would appreciate any lead/answers > since I could not find any. > > 1) What tables do I need to delete (other than tickets and > transactions) to remove all of my testing on tickets? I do not want to > rebuild the db since I've written some scrips, templates, custom fields, > etc.... Tickets, Transactions, Attachments, CustomFieldValues, you should also delete Ticket role groups, but it's hard to do. > > 2) How can I get the list under Queue (Quick Ticket Creation) to > display only the queues that the logged-in user has access to? SeeQueue right controll this. This is already implemented, check your rights setup. > > 3) How can I get the list under Owner to display only users that have > rights to the selected Queue? This is also implemented. Check rights. > > Regards, > > Iris Brookes > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From trask at lyris.com Thu Jun 9 13:45:50 2005 From: trask at lyris.com (Trask Rogers) Date: Thu, 9 Jun 2005 10:45:50 -0700 Subject: [rt-users] (no subject) Message-ID: P5972T4772C3312@mx1.corp.lyris.com RT-Users, One of our users tried to send out a mail with 2 attachments (2.8MB and 0.7MB). The correspondance shows up in the ticket, but no mail has gone out. Every 30 minutes (to the second) a new, identical, correspondance is added to the ticket (including the 2 attachments). Clicking on any of the attachments brings them up as expected. /var/log/messages has rolled over several times with the following errors coming every 3 seconds: Jun 9 10:19:31 support RT: DBD::Pg::st execute failed: lost synchronization with server: got message type "D", length 3918453 at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480. (/usr/local/rt/lib/RT.pm:277) Jun 9 10:19:31 support RT: RT::Handle=HASH(0x18001acc) couldn't execute the query 'SELECT main.* FROM Attributes main WHERE ((main.ObjectId = 51134)) AND ((main.ObjectType = 'RT::Ticket')) ' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. (/usr/local/rt/lib/RT.pm:277) I've checked the Attributes table and there is no row that matches that query. What is going on? Thanks for any help. FreeBSD / PG 7.4.7 / RT 3.4.2 ---------------------- Trask Rogers Technical Support Engineer Lyris Technologies, Inc. From tmaciak at ci.grand-rapids.mi.us Thu Jun 9 13:43:06 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Thu, 9 Jun 2005 13:43:06 -0400 Subject: [rt-users] rt and oracle Message-ID: <221C759285B78647AEE6181FD6AF36A710C3EB65@bambi.grand-rapids.mi.us> Joe, Did you place this "Set($DatabaseType , 'Oracle');" in the file /opt/rt3/etc/RT_SiteConfig.pm ?? Im trying to set up Oracle db too but having problems on the user creation from the db script but I have been able to get it to create the tables, sequences, triggers etc. in my oracle db successfully. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of joe macdonald Sent: Thursday, June 09, 2005 1:06 PM To: rt-users at bestpractical.com Subject: Re: [rt-users] rt and oracle --- Jesse Vincent wrote: > > > > On Thu, Jun 09, 2005 at 08:26:47AM -0700, joe macdonald wrote: > > I have RT installed on a Linux box. I want to use > a > > remote Oracle db as the backend. I've setup the SiteConfig.pm > > appropriately, but I'm kind of lost > as > > to where to go from here. When I try to pull up > the > > web interface, Apache logs this error: > > > > Unable to load DBIx::SearchBuilder database handle > for > > 'oracle'. > > Perhaps you've picked an invalid database type or spelled it > > incorrectly. > > Oracle, not oracle I should have mentioned that I tried both 'oracle' and 'Oracle' prior to posting to the list. __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Thu Jun 9 14:00:43 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Thu, 9 Jun 2005 14:00:43 -0400 Subject: [rt-users] Installation pain... Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> Well Jay, as near as I can figure you have to balance *what you have in place* with *what it is you need* and *is it worth all the pain and time to get it to install on something not typical* or pay for some cheap hardware and get it to work on the platform with the *recommended* prerequisites... One of my installs in installed inside a VMware session that is working on my Windows XP machine. It's not worth all the time and unknown to get this software to work on none typical setups, it's just not. Phil -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay R. Ashworth Sent: Thursday, June 09, 2005 12:49 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Installation pain... On Thu, Jun 09, 2005 at 11:19:02AM -0400, Labonte, Phil wrote: > Dumb question but why not install it on Fedora Core3 and the latest > MySQL builds? > > I have done 3 installs of RT on this platform and all three installs > went flawlessly. The documentation to get it to work is all there on the > web if you just use google and this list and it's archives. As near I can figure, Phil, it's because he *has* an FC3 machine already running *with an already in-use MySQL 3 on it*. The old "componentized software" problem strikes again: it's much easier to support the package if you're willing to strictly specify what people are expected to run it on... but that restricts people from running it on what they've already got going... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From tmaciak at ci.grand-rapids.mi.us Thu Jun 9 14:57:01 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Thu, 9 Jun 2005 14:57:01 -0400 Subject: [rt-users] How to set $(DB_DBA) Message-ID: <221C759285B78647AEE6181FD6AF36A710C3EBDE@bambi.grand-rapids.mi.us> This is probably easy question to answer but I cant find where I would set the variable $(DB_DBA) for the Makefile. This is currently set to "root" which I want to change it to another name (without hardcoding it). Is this just an env variable or what? Any help is appreciated. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tmaciak at ci.grand-rapids.mi.us Thu Jun 9 15:30:37 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Thu, 9 Jun 2005 15:30:37 -0400 Subject: [rt-users] Oracle Installation successful Message-ID: <221C759285B78647AEE6181FD6AF36A710C3EC0F@bambi.grand-rapids.mi.us> Thanks for everybody who helped give advice on what I should look at for the oracle installation. I ended up blowing away everything I had done (zipping it first of course), and then reinstalling version rt-3.4.2 and following the instructions. I had problems with the Oracle connection and followed it down. I finally figured out that all my problems stemmed from the fact that I had to add the DBI statement to this field in RT_SITECONFIG.pm Set($DatabaseName , 'host=rabbit; sid=devl'); This was not clearly documented and caused some issues but my debugging efforts paid off. Once I did that, and changed the makefile to login as the user/owner of the Oracle db instead of "root" all was good! 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 Thu Jun 9 15:37:56 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 09 Jun 2005 12:37:56 -0700 Subject: [rt-users] How to set $(DB_DBA) In-Reply-To: <221C759285B78647AEE6181FD6AF36A710C3EBDE@bambi.grand-rapids.mi.us> References: <221C759285B78647AEE6181FD6AF36A710C3EBDE@bambi.grand-rapids.mi.us> Message-ID: <42A89A94.4010007@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 It is a configure option "--with-db-dba=". Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Maciak, TJ wrote: > This is probably easy question to answer but I cant find where I would > set the variable $(DB_DBA) for the Makefile. > This is currently set to "root" which I want to change it to another > name (without hardcoding it). > > Is this just an env variable or what? > > Any help is appreciated. > > 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 iD8DBQFCqJqTgA0gpghkf88RAq4NAJwM2Aot3GpYeIIg0ofj/jiAhqTkdQCgyXLt RCUCItYDi/grYXT8mlYLq9U= =KMiy -----END PGP SIGNATURE----- From mcdent at gmail.com Thu Jun 9 15:32:48 2005 From: mcdent at gmail.com (Mike Dent) Date: Thu, 9 Jun 2005 20:32:48 +0100 Subject: [rt-users] Scheduling of RT tickets or calendar integration? Message-ID: <9e769e4e05060912325e1eed8f@mail.gmail.com> Hi, is there any way to schedule tickets in RT and have these displayed in some kind of calendar, webcal or similar? It would be nice to be able to view available dates/times and then schedule tickets to these empty 'slots' . I cant find any mention of this functionality on the wiki or google. Thanks Mike From vicki at progeny.com Thu Jun 9 17:55:01 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 09 Jun 2005 16:55:01 -0500 Subject: [rt-users] Quick Ticket Creation In-Reply-To: <42A8B5AE.9060905@miet.ru> References: <42A8B5AE.9060905@miet.ru> Message-ID: <42A8BAB5.3010608@progeny.com> >>2) How can I get the list under Queue (Quick Ticket Creation) to >>display only the queues that the logged-in user has access to? >> >> >SeeQueue right controll this. This is already implemented, check your >rights setup. > > I've been trying to figure out this same thing. Can you be a little more specific about how to do this? Or point me to instructions? Vicki From fmml at cedval.org Thu Jun 9 18:04:26 2005 From: fmml at cedval.org (Francois Meehan) Date: Thu, 9 Jun 2005 18:04:26 -0400 (EDT) Subject: [rt-users] Installation pain... In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> Message-ID: <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> Thanks all for the replies, Feels like I am in a bit of a dead end. For one, trying to use postgress, I have all kinds of error just to get postgress running. I have create a postgres user: rt with password: rt Run rt ./configure with: --with-db-type=Pg --with-db-dba postgres --with-db-rt-user=rt --with-db-rt-pass=rt ran make and make install Get error: DBI connect('dbname=template1;host=localhost','yes',...) failed: FATAL: no pg_hba.conf entry for host "127.0.0.1", user "yes", database "template1", SSL off at //opt/rt3/sbin/rt-setup-database line 101 Failed to connect to dbi:Pg:dbname=template1;host=localhost as yes: FATAL: no pg_hba.conf entry for host "127.0.0.1", user "yes", database "template1", SSL off make: *** [initialize-database] Error 255 So, looks like we would have to invest time in learning Postgres, not trivial as we thought I have seen all kind of compatibilities issues when installing Mysql 4 with RPMS, no sure we should go that route either. If it wasn't for the fact that a year ago I had install RT on Gentoo for a customer, and saw how powerfull it was, I would have drop this and try to use another Help Desk solution. Maybe, if I really want it, I might have to change distro. That is very drastic to me... Francois > Well Jay, > > as near as I can figure you have to balance *what you have in place* > with *what it is you need* and *is it worth all the pain and time to get > it to install on something not typical* or pay for some cheap hardware > and get it to work on the platform with the *recommended* > prerequisites... > > One of my installs in installed inside a VMware session that is working > on my Windows XP machine. > > It's not worth all the time and unknown to get this software to work on > none typical setups, it's just not. > > Phil > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jay R. > Ashworth > Sent: Thursday, June 09, 2005 12:49 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Installation pain... > > On Thu, Jun 09, 2005 at 11:19:02AM -0400, Labonte, Phil wrote: >> Dumb question but why not install it on Fedora Core3 and the latest >> MySQL builds? >> >> I have done 3 installs of RT on this platform and all three installs >> went flawlessly. The documentation to get it to work is all there on > the >> web if you just use google and this list and it's archives. > > As near I can figure, Phil, it's because he *has* an FC3 machine > already running *with an already in-use MySQL 3 on it*. > > The old "componentized software" problem strikes again: it's much > easier to support the package if you're willing to strictly specify > what people are expected to run it on... but that restricts people from > running it on what they've already got going... > > Cheers, > -- jra > -- > Jay R. Ashworth > jra at baylink.com > Designer Baylink > RFC 2100 > Ashworth & Associates The Things I Think > '87 e24 > St Petersburg FL USA http://baylink.pitas.com +1 727 > 647 1274 > > If you can read this... thank a system administrator. Or two. > --me > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > Random Thought: --------------- The world I create in the writing compensates for what the real world does not give me. - Gloria Evangelina Anzaldua From forrest at ce.berkeley.edu Thu Jun 9 18:12:56 2005 From: forrest at ce.berkeley.edu (Jon Forrest) Date: Thu, 09 Jun 2005 15:12:56 -0700 Subject: [rt-users] Installation pain... In-Reply-To: <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> Message-ID: <42A8BEE8.5020302@ce.berkeley.edu> I think I understand what people mean when they say that installing RT is painful. I'm now sucessfully running RT 3.4.0 on Fedore Core 2, MySQL 4.1 but it wasn't easy and it took me quite a while to get it going. One of the things that bothered me, but something I see no way around, is the way RT is dependent on so many external software package. Most are Perl modules, true, but it's hard to get a handle on how everything interrelates. Just the interdependencies of the Perl modules alone boggle my pea brain. The issue of which version of mod_perl to use also took a lot of head scratching. Maybe the upcoming O'Reilly book about RT will help all of us. Jon Forrest Computer Resources Manager Civil and Environmental Engineering Dept. 305 Davis Hall Univ. of Calif., Berkeley Berkeley, CA 94720-1710 510-642-0904 forrest at ce.berkeley.edu From jesse at bestpractical.com Thu Jun 9 19:38:07 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 9 Jun 2005 19:38:07 -0400 Subject: [rt-users] Installation pain... In-Reply-To: <42A8BEE8.5020302@ce.berkeley.edu> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <42A8BEE8.5020302@ce.berkeley.edu> Message-ID: <20050609233807.GK11172@bestpractical.com> > The issue of which version of mod_perl to use also took a lot > of head scratching. What made this one difficult? I thought the README was pretty direct on the topic, but I'd be happy to rev it to help folks out. From pdh at bestpractical.com Thu Jun 9 19:48:57 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 10 Jun 2005 09:48:57 +1000 Subject: [rt-users] Installation pain... In-Reply-To: <3317.192.168.41.21.1118318813.squirrel@whoami7.cedval.org> References: <3317.192.168.41.21.1118318813.squirrel@whoami7.cedval.org> Message-ID: <42A8D569.8030704@bestpractical.com> Francois Meehan wrote: > Eventhough the FAQ says Fedora is the easiest distro to install RT on, the > fact that is doesn't support mysql 3 makes things so complicated. For the record, it says Fedora is the easiest _RedHat_ distro. It also points out that Debian and FreeBSD packages/ports pretty much Just Work out of the box. None of which helps with an existing Fedora install, of course; if you're stuck with a Fedora box running MySQL 3, your best bet is probably to install a separate MySQL instance to a different location. That, of course, is probably not the most efficient use of the hardware, but really, MySQL 3 is old and lacks features upon which RT relies. -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From forrest at ce.berkeley.edu Thu Jun 9 20:26:41 2005 From: forrest at ce.berkeley.edu (Jon Forrest) Date: Thu, 09 Jun 2005 17:26:41 -0700 Subject: [rt-users] Installation pain... In-Reply-To: <20050609233807.GK11172@bestpractical.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <42A8BEE8.5020302@ce.berkeley.edu> <20050609233807.GK11172@bestpractical.com> Message-ID: <42A8DE41.10309@ce.berkeley.edu> Jesse Vincent wrote: >>The issue of which version of mod_perl to use also took a lot >>of head scratching. >> >> > >What made this one difficult? I thought the README was pretty direct on >the topic, but I'd be happy to rev it to help folks out. > > This was back maybe 6 months when the Wiki said don't use mod_perl2 but there were a bunch of people using it successfully. Plus, it was hard to get a clear answer on what the problems were with mod_perl2 because it was changing all the time. In fact, back then it was very confusing because mod_perl2 was actually using a 1.XXX version number. I haven't tried with the official mod_perl2 release so maybe things are better. Jon From les at futuresource.com Thu Jun 9 22:35:58 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 09 Jun 2005 21:35:58 -0500 Subject: [rt-users] Installation pain... In-Reply-To: <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> Message-ID: <1118370957.3832.9.camel@les-home.futuresource.com> On Thu, 2005-06-09 at 17:04, Francois Meehan wrote: > Maybe, if I really want it, I might have to change distro. That is very > drastic to me... If you really want MySQL instead of Postgresql you might like Centos4 (free clone of Red Hat Enterprise) that comes with Mysql 4 standard. RH just rolled their updates into a 4.1 release and I'd expect Centos to match up in a few days. It's not a huge jump from fedora, if that is what you have now. -- Les Mikesell les at futuresource.com From jra at baylink.com Thu Jun 9 23:30:11 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 9 Jun 2005 23:30:11 -0400 Subject: [rt-users] Installation pain... In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com>; from "Labonte, Phil" on Thu, Jun 09, 2005 at 02:00:43PM -0400 References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> Message-ID: <20050609233011.E19221@cgi.jachomes.com> On Thu, Jun 09, 2005 at 02:00:43PM -0400, Labonte, Phil wrote: > as near as I can figure you have to balance *what you have in place* > with *what it is you need* and *is it worth all the pain and time to get > it to install on something not typical* or pay for some cheap hardware > and get it to work on the platform with the *recommended* > prerequisites... > > One of my installs in installed inside a VMware session that is working > on my Windows XP machine. > > It's not worth all the time and unknown to get this software to work on > none typical setups, it's just not. RT is, admittedly, a touch cranky if you're not using it's stated prereq's... though I didn't have *all that* much trouble getting it running under Pg 7.4 and ModPerl 1.99rc4, though neither of those is really recommended all that strongly. But if you think *RT* is bad, go install WebGUI 5.5.4. On PostGres. I dare you. :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Thu Jun 9 23:32:18 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 9 Jun 2005 23:32:18 -0400 Subject: [rt-users] Installation pain... In-Reply-To: <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org>; from Francois Meehan on Thu, Jun 09, 2005 at 06:04:26PM -0400 References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> Message-ID: <20050609233218.F19221@cgi.jachomes.com> On Thu, Jun 09, 2005 at 06:04:26PM -0400, Francois Meehan wrote: > Feels like I am in a bit of a dead end. For one, trying to use postgress, > I have all kinds of error just to get postgress running. I have create a > postgres user: rt with password: rt > > Run rt ./configure with: > > --with-db-type=Pg --with-db-dba postgres --with-db-rt-user=rt > --with-db-rt-pass=rt > > ran make and make install > > Get error: > DBI connect('dbname=template1;host=localhost','yes',...) failed: FATAL: > no pg_hba.conf entry for host "127.0.0.1", user "yes", database > "template1", SSL off > at //opt/rt3/sbin/rt-setup-database line 101 > Failed to connect to dbi:Pg:dbname=template1;host=localhost as yes: FATAL: > no pg_hba.conf entry for host "127.0.0.1", user "yes", database > "template1", SSL off > make: *** [initialize-database] Error 255 > > So, looks like we would have to invest time in learning Postgres, not > trivial as we thought Nope. Not really. That's a common failing, and [ looks around ] a quick google://rt+pg_hba turns up http://web.mit.edu/afs/sipb/service/rt/lore/rt-postgres-user-creation as the fourth or fifth hit, which might solve your problem. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Thu Jun 9 23:32:56 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 9 Jun 2005 23:32:56 -0400 Subject: [rt-users] A quick reminder to all Message-ID: <20050609233256.G19221@cgi.jachomes.com> Ask Smart Questions: http://www.catb.org/~esr/faqs/smart-questions.html You'll get better answers that way. Really. :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Thu Jun 9 23:34:59 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 9 Jun 2005 23:34:59 -0400 Subject: [rt-users] Installation pain... In-Reply-To: <42A8DE41.10309@ce.berkeley.edu>; from Jon Forrest on Thu, Jun 09, 2005 at 05:26:41PM -0700 References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <42A8BEE8.5020302@ce.berkeley.edu> <20050609233807.GK11172@bestpractical.com> <42A8DE41.10309@ce.berkeley.edu> Message-ID: <20050609233459.H19221@cgi.jachomes.com> On Thu, Jun 09, 2005 at 05:26:41PM -0700, Jon Forrest wrote: > Jesse Vincent wrote: > >>The issue of which version of mod_perl to use also took a lot > >>of head scratching. > > > >What made this one difficult? I thought the README was pretty direct on > >the topic, but I'd be happy to rev it to help folks out. > > > This was back maybe 6 months when the Wiki said don't use mod_perl2 but > there were a bunch of people using it successfully. Plus, it was hard to get > a clear answer on what the problems were with mod_perl2 because > it was changing all the time. In fact, back then it was very > confusing because mod_perl2 was actually using a 1.XXX version > number. > > I haven't tried with the official mod_perl2 release so maybe > things are better. Ok, this one is hard. :-) 2.0rc4 is ok cause I'm running it. At rc5 or rc6 (I don't recall which one), they renamed everything so that it would *not* conflict with mod_perl1, and it caused major namespace hell; which version of 2.0rc you need to use depends on ... well, I'm not sure what it depends on. It made the list here; check the archives. But rc4 works. :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Thu Jun 9 23:36:55 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 9 Jun 2005 23:36:55 -0400 Subject: [rt-users] Scheduling of RT tickets or calendar integration? In-Reply-To: <9e769e4e05060912325e1eed8f@mail.gmail.com>; from Mike Dent on Thu, Jun 09, 2005 at 08:32:48PM +0100 References: <9e769e4e05060912325e1eed8f@mail.gmail.com> Message-ID: <20050609233655.I19221@cgi.jachomes.com> On Thu, Jun 09, 2005 at 08:32:48PM +0100, Mike Dent wrote: > is there any way to schedule tickets in RT and have these displayed in > some kind of calendar, webcal or similar? > > It would be nice to be able to view available dates/times and then > schedule tickets to these empty > 'slots' . > > I cant find any mention of this functionality on the wiki or google. This is something I'd like, too, and I'm not sure it's possible to the degree we'd like. I suspect you'd have to find a way to key-number the time slots in a week, and cross link it to a resource scheduling calendar manually. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From pdh at bestpractical.com Fri Jun 10 02:11:37 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 10 Jun 2005 16:11:37 +1000 Subject: [rt-users] Installation pain... In-Reply-To: <42A8DE41.10309@ce.berkeley.edu> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <42A8BEE8.5020302@ce.berkeley.edu> <20050609233807.GK11172@bestpractical.com> <42A8DE41.10309@ce.berkeley.edu> Message-ID: <42A92F19.9080300@bestpractical.com> Jon Forrest wrote: > This was back maybe 6 months when the Wiki said don't use mod_perl2 but > there were a bunch of people using it successfully. Plus, it was hard to > get > a clear answer on what the problems were with mod_perl2 because > it was changing all the time. In fact, back then it was very > confusing because mod_perl2 was actually using a 1.XXX version > number. Jesse pointed to the README: > mod_perl 2.0 isn't quite ready for prime_time just yet; > We _strongly_ recommend that you use Apache 1.3 or FastCGI. When mod_perl2 calms down and becomes stable and supportable, that wording might just change.... -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From Ruslan.Zakirov at miet.ru Fri Jun 10 08:29:21 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 10 Jun 2005 16:29:21 +0400 Subject: [rt-users] Installation pain... In-Reply-To: <20050609233459.H19221@cgi.jachomes.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <42A8BEE8.5020302@ce.berkeley.edu> <20050609233807.GK11172@bestpractical.com> <42A8DE41.10309@ce.berkeley.edu> <20050609233459.H19221@cgi.jachomes.com> Message-ID: <42A987A1.5090901@miet.ru> Jay R. Ashworth wrote: > On Thu, Jun 09, 2005 at 05:26:41PM -0700, Jon Forrest wrote: > >>Jesse Vincent wrote: >> >>>>The issue of which version of mod_perl to use also took a lot >>>>of head scratching. >>> >>>What made this one difficult? I thought the README was pretty direct on >>>the topic, but I'd be happy to rev it to help folks out. >>> >> >>This was back maybe 6 months when the Wiki said don't use mod_perl2 but >>there were a bunch of people using it successfully. Plus, it was hard to get >>a clear answer on what the problems were with mod_perl2 because >>it was changing all the time. In fact, back then it was very >>confusing because mod_perl2 was actually using a 1.XXX version >>number. >> >>I haven't tried with the official mod_perl2 release so maybe >>things are better. > > > Ok, this one is hard. > > :-) > > 2.0rc4 is ok cause I'm running it. > > At rc5 or rc6 (I don't recall which one), they renamed everything so > that it would *not* conflict with mod_perl1, and it caused major > namespace hell; which version of 2.0rc you need to use depends on ... > well, I'm not sure what it depends on. It made the list here; check > the archives. > > But rc4 works. :-) Should be noted that it works only for those who know what they are doing, because FC3 has only mod_perl-1.99_16-3.i386.rpm which is out of the date. > > Cheers, > -- jra From Spielefanpages at gmx.de Fri Jun 10 06:36:54 2005 From: Spielefanpages at gmx.de (Spielefanpages Mag) Date: Fri, 10 Jun 2005 12:36:54 +0200 (MEST) Subject: [rt-users] how to restrict access to deleted tickets? Message-ID: <14543.1118399814@www15.gmx.net> Hi! Is it possible to restrict access to tickets with the status 'deleted'? These tickets aren't shown to a user in the web interface, because rt's default configuration filters the display of these tickets. but if a user types manually the id of a deleted ticket into the url of an "existing" ticket, the ticket with the status 'deleted' will be shown to him/her. Is it possible to restrict the access to tickets with satuts 'deleted'? Only superusers should have the permissen to view these tickets? thanks in advance chris -- Geschenkt: 3 Monate GMX ProMail gratis + 3 Ausgaben stern gratis ++ Jetzt anmelden & testen ++ http://www.gmx.net/de/go/promail ++ From ktm at it.is.rice.edu Fri Jun 10 08:41:15 2005 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Fri, 10 Jun 2005 07:41:15 -0500 Subject: [rt-users] SelfService update for "New ticket" Message-ID: <20050610124112.GA26755@it.is.rice.edu> This is a patch to RT-3.4.2 share/html/SelfService/Elements/Tabs to drop directly to the Create screen if the user only has access to a single queue. Otherwise the tree of queues will be displayed. Ken Marshall ------------------------------------------------------------- diff share/html/SelfService/Elements/Tabs local/html/SelfService/Elements/Tabs 54a55,66 > my $queues = RT::Queues->new($session{'CurrentUser'}); > $queues->UnLimit; > > my $queue_count = 0; > my $queue_id = 1; > > while (my $queue = $queues->Next) { > next unless $queue->CurrentUserHasRight('CreateTicket'); > $queue_id = $queue->id; > $queue_count++; > last if ($queue_count > 1); > } 68,71c80 < }, < C => { title => loc('New ticket'), < path => 'SelfService/CreateTicketInQueue.html' < } --- > } 72a82,92 > > if ($queue_count > 1) { > $tabs->{C} = { title => loc('New ticket'), > path => 'SelfService/CreateTicketInQueue.html' > }; > } else { > $tabs->{C} = { title => loc('New ticket'), > path => 'SelfService/Create.html?Queue=' . $queue_id > }; > } > ------------------------------------------------------------- From charles.rathouis at free.fr Fri Jun 10 09:31:19 2005 From: charles.rathouis at free.fr (Rathouis Charles) Date: Fri, 10 Jun 2005 15:31:19 +0200 (CEST) Subject: [rt-users] Date in mail headers send by RT Message-ID: <25624.194.2.193.253.1118410279.squirrel@www.rathouis.org> Hello, I don't have the "Date: " field in email headers send by RT. How can i fix that ? My RT work on windows. Version 3.0.12 Thank you. -- Rathouis Charles Stagiaire OCTO AS From Sam.Howard at GMxTechnologies.com Fri Jun 10 10:21:13 2005 From: Sam.Howard at GMxTechnologies.com (Sam.Howard at GMxTechnologies.com) Date: Fri, 10 Jun 2005 10:21:13 -0400 Subject: [rt-users] Attachment option disappeared! In-Reply-To: <1118370957.3832.9.camel@les-home.futuresource.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <1118370957.3832.9.camel@les-home.futuresource.com> Message-ID: <42A9A1D9.8090505@GMxTechnologies.com> Hi. We're running RT 3.4.1 on a Debian Sarge distro (using the Debian Sarge RT package, I believe). Funny thing happened ... users *used* to be able to put attachments on tickets when they create them ... now they can't and we cannot figure out what we changed to break it! Is there a permission hiding somewhere that is disabling this priv? Also, we may have found a bug (hopefully already known) with an RT user having privs and then becoming a non-priv'd user, but the privs were still in effect ... where should I report that to make sure it is a known issue? Thanks, Sam From hlepesant at veepee.com Fri Jun 10 10:57:13 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Fri, 10 Jun 2005 16:57:13 +0200 Subject: [rt-users] Attachment option disappeared! In-Reply-To: <42A9A1D9.8090505@GMxTechnologies.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <1118370957.3832.9.camel@les-home.futuresource.com> <42A9A1D9.8090505@GMxTechnologies.com> Message-ID: <42A9AA49.2060108@veepee.com> I meet the same problem. User can't add atachement on ticket creation, only on update. I was suggested to upgrade to 3.4.2 but with this release the custom fields are lost. So I still use 3.4.1 with bugs on attachement Sorry, hug Sam.Howard at GMxTechnologies.com a ?crit : > Hi. > > We're running RT 3.4.1 on a Debian Sarge distro (using the Debian Sarge > RT package, I believe). > > Funny thing happened ... users *used* to be able to put attachments on > tickets when they create them ... now they can't and we cannot figure > out what we changed to break it! > > Is there a permission hiding somewhere that is disabling this priv? > > Also, we may have found a bug (hopefully already known) with an RT user > having privs and then becoming a non-priv'd user, but the privs were > still in effect ... where should I report that to make sure it is a > known issue? > > Thanks, > Sam > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From forrest at ce.berkeley.edu Fri Jun 10 11:32:17 2005 From: forrest at ce.berkeley.edu (Jon Forrest) Date: Fri, 10 Jun 2005 08:32:17 -0700 Subject: [rt-users] Installation pain... In-Reply-To: <42A92F19.9080300@bestpractical.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <42A8BEE8.5020302@ce.berkeley.edu> <20050609233807.GK11172@bestpractical.com> <42A8DE41.10309@ce.berkeley.edu> <42A92F19.9080300@bestpractical.com> Message-ID: <42A9B281.5090706@ce.berkeley.edu> Phil Homewood wrote: > > Jesse pointed to the README: > >> mod_perl 2.0 isn't quite ready for prime_time just yet; >> We _strongly_ recommend that you use Apache 1.3 or FastCGI. > > When mod_perl2 calms down and becomes stable and supportable, that > wording might just change.... The problem is that this wording as been in the wiki for the year or so that I've been following RT. There's no mention of just what's wrong with mod_perl2 which makes it hard to see if mod_perl2 has been fixed. Also, a major RT site on campus at UC Berkeley was using mod_perl2 with complete success about the time I started looking so I became very perplexed about this. I also didn't understand the tradeoffs between mod_perl2 and fastcgi (I still don't). Another issue that requires a little study before a new user will feel comfortable is the fact that there are actually 3 username/password combinations that you have to be aware of when setting up RT. These are 1) the Unix username/password, 2) the Mysql username/password, and 3) the RT username/password. I'm not saying there's anything wrong with this but it can be confusing. None of this should be taken as negative comments toward RT. I think it's wonderful and I'm very thankful to have it, especially for free. The equivalent of the pain some of us have felt when setting up RT is the thousands of dollars that we would have had to pay to a consultant to set up a Helpdesk system. A full service Helpdesk system is inherently a complex piece of software that requires time, money, and pain to set up. Jon From murphy at genome.chop.edu Fri Jun 10 12:34:27 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 10 Jun 2005 12:34:27 -0400 Subject: [rt-users] feature-oriented release notes? Message-ID: <42A9C113.5000108@genome.chop.edu> Hi, Does anybody maintain a high-level change log or release notes document for RT? It would be useful to be able to tell at a glance the practical differences between the various releases. I looked at the distribution and googled bestpractical.com but didn't find what I was looking for. Thanks, Kevin From red at mit.edu Fri Jun 10 13:16:10 2005 From: red at mit.edu (rachel elizabeth dillon) Date: Fri, 10 Jun 2005 13:16:10 -0400 Subject: [rt-users] feature-oriented release notes? In-Reply-To: <42A9C113.5000108@genome.chop.edu> References: <42A9C113.5000108@genome.chop.edu> Message-ID: <20050610171610.GE18745@open-boozeware.mit.edu> Try the archives of rt-announce: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce Anytime there is a release, a message is sent to rt-announce describing the changes in the new version. They're not formal release notes, but they tend to have the information I want to see. -r. On Fri, Jun 10, 2005 at 12:34:27PM -0400, Kevin Murphy wrote: > Hi, > > Does anybody maintain a high-level change log or release notes document > for RT? > > It would be useful to be able to tell at a glance the practical > differences between the various releases. > > I looked at the distribution and googled bestpractical.com but didn't > find what I was looking for. > > Thanks, > Kevin > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jra at baylink.com Fri Jun 10 13:25:21 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 10 Jun 2005 13:25:21 -0400 Subject: [rt-users] Installation pain... In-Reply-To: <42A9B281.5090706@ce.berkeley.edu>; from Jon Forrest on Fri, Jun 10, 2005 at 08:32:17AM -0700 References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <42A8BEE8.5020302@ce.berkeley.edu> <20050609233807.GK11172@bestpractical.com> <42A8DE41.10309@ce.berkeley.edu> <42A92F19.9080300@bestpractical.com> <42A9B281.5090706@ce.berkeley.edu> Message-ID: <20050610132521.E28732@cgi.jachomes.com> On Fri, Jun 10, 2005 at 08:32:17AM -0700, Jon Forrest wrote: > The problem is that this wording as been in the wiki for the year or so that > I've been following RT. There's no mention of just what's wrong with > mod_perl2 > which makes it hard to see if mod_perl2 has been fixed. Also, a major RT > site on campus at UC Berkeley was using mod_perl2 with complete success > about the time I started looking so I became very perplexed about this. > I also didn't understand the tradeoffs between mod_perl2 and fastcgi > (I still don't). On the latter point, it's mostly that mod_perl is (arguably) a little easier to set up, and maybe more elegant, but fastcgi permits multiple different versions running at the same time on the same apache, which mod_perl wouldn't. (Was that right, guys? :-) > Another issue that requires a little study before a new user will feel > comfortable is the fact that there are actually 3 username/password > combinations that you have to be aware of when setting up RT. > These are 1) the Unix username/password, 2) the Mysql username/password, > and 3) the RT username/password. I'm not saying there's anything wrong > with this but it can be confusing. Indeed. I've been doing some intermittent expansion of the install guide on the wiki; perhaps you have something to contribute as well? > None of this should be taken as negative comments toward RT. I think > it's wonderful and I'm very thankful to have it, especially for > free. The equivalent of the pain some of us have felt when setting > up RT is the thousands of dollars that we would have had to pay to a > consultant to set up a Helpdesk system. A full service Helpdesk system > is inherently a complex piece of software that requires time, money, > and pain to set up. And sometimes, the multi-K commercial packages are no easier. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From rickr at rice.edu Fri Jun 10 13:25:29 2005 From: rickr at rice.edu (Rick Russell) Date: Fri, 10 Jun 2005 12:25:29 -0500 Subject: [rt-users] Customize spreadsheet output? Message-ID: <42A9CD09.8060103@rice.edu> Some managers at my site would like to use RT (3.4.2) to create some metrics. However, the spreadsheet output (the link at the bottom of query results) appears to have the same fields every time, regardless of the format specification of the original query. This is odd, since RT definitely passes the format specifier to the spreadsheet module, but it seems to ignore it. Does anyone have a canned solution to this problem? -- 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 osmond at holburn.com Fri Jun 10 13:36:05 2005 From: osmond at holburn.com (Chad Osmond) Date: Fri, 10 Jun 2005 13:36:05 -0400 Subject: [rt-users] Tracking if tickets are billed Message-ID: I would like to track if tickets have been billed or not. I tried adding a custom field to the tickets with a Billed = Yes, no, or unknown but that won't let me select a large number of tickets from different queues and change their status all at once. Does anyone have a better way of suggesting that I do this? Can I add an additional "status" for the ticket? Eg. New, Open, Resolved, Billed, Rejected, and Delete? If so, how does one accomplish this. Thanks, Chad From sturner at MIT.EDU Fri Jun 10 13:38:16 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 10 Jun 2005 13:38:16 -0400 Subject: [rt-users] Customize spreadsheet output? In-Reply-To: <42A9CD09.8060103@rice.edu> Message-ID: <5.2.1.1.2.20050610133526.02376548@po14.mit.edu> At Friday 6/10/2005 01:25 PM, Rick Russell wrote: >Some managers at my site would like to use RT (3.4.2) to create some >metrics. However, the spreadsheet output (the link at the bottom of >query results) appears to have the same fields every time, regardless of >the format specification of the original query. > >This is odd, since RT definitely passes the format specifier to the >spreadsheet module, but it seems to ignore it. > >Does anyone have a canned solution to this problem? Yes - we developed a download that downloads the displayed fields. I'll try to post something on the wiki in the next few days. There is a slight glitch with our solution that shows on some, but not all, of our RT instances - it's possible to work around it, but perhaps if I share it someone can figure out the problem. Steve From rickr at rice.edu Fri Jun 10 13:43:44 2005 From: rickr at rice.edu (Rick Russell) Date: Fri, 10 Jun 2005 12:43:44 -0500 Subject: [rt-users] Customize spreadsheet output? In-Reply-To: <5.2.1.1.2.20050610133526.02376548@po14.mit.edu> References: <5.2.1.1.2.20050610133526.02376548@po14.mit.edu> Message-ID: <42A9D150.6060901@rice.edu> Sounds great. Fortunately we only have one RT instance... Rick R. > There is a slight glitch with our solution that shows on some, but not > all, of our RT instances - it's possible to work around it, but perhaps From sturner at MIT.EDU Fri Jun 10 13:50:00 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 10 Jun 2005 13:50:00 -0400 Subject: [rt-users] Customize spreadsheet output? In-Reply-To: <42A9D150.6060901@rice.edu> References: <5.2.1.1.2.20050610133526.02376548@po14.mit.edu> <5.2.1.1.2.20050610133526.02376548@po14.mit.edu> Message-ID: <5.2.1.1.2.20050610134918.023465d0@po14.mit.edu> At Friday 6/10/2005 01:43 PM, Rick Russell wrote: >Sounds great. Fortunately we only have one RT instance... That means you have a 50% chance of it working right! Steve From Ahalya_Nathan at mudnebr.com Fri Jun 10 14:45:31 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Fri, 10 Jun 2005 13:45:31 -0500 Subject: [rt-users] Documentation on RT tables Message-ID: Hi all, Does anyone have any kind of documentation on the tables present in RT. There are like 21 tables present.: 1.Attachments 8.Scrips 14.ScripActions 20.Attributes 2.Queues 9.TABLE ACL 15.Templates 21.sessions 3.TABLE Links 10.GroupMembers 16.ObjectCustomFields 4.Principals 11.CachedGroupMembers 17. ObjectCustomFieldValues 5.Groups 12.Users( I am kinda sure abt this table) 18.CustomFields 6.ScripConditions 13.Tickets("") 19.CustomFieldsValues 7.Transactions After analysing these tables i found that there is no relationship defined between the tables. There should be some kind of relationship between tables. If someone can tell me what those relationships are then it will be of great help. Regards, Ahalya Nathan. -------------- next part -------------- An HTML attachment was scrubbed... URL: From johnk at upocnetworks.com Fri Jun 10 14:55:31 2005 From: johnk at upocnetworks.com (John Kaczala) Date: Fri, 10 Jun 2005 14:55:31 -0400 Subject: [rt-users] Out of the box configuration guide? Also, importing from Excel? Message-ID: Hi all, I've been lurking for a few days now and have been doing some basic RT research on the Wiki and web. I'm hoping to get a full RT installation up and running here to manage workflow and bug tracking for our Ops, Customer Service, and Engineering groups. Yesterday the Ops group set up a pilot Windows box for me with the windows install of RT and I'm starting to play with it and see what it'll take to implement workflow, etc. Once I'm convinced that this is the right tool for us, they'll build a "real" install on a Linux box. Anyhow, I haven't found answers to the following questions and am wondering if anyone can point me in the right direction: -Is anyone aware of, or does anyone have a guide for basic RT configuration out of the box, for things such as setting up queues, groups, etc.? I'm more of a project manager with a basic unix user background, but not really hardcore unix admin experience (have never written any Perl either). I'd like to be able to do as much of this all as I can myself without draining our ops team's already scarce resources. From what I see on the Wiki, there's a lot of info for how to write scrips, etc. I'm looking for something more along the lines of discussions/suggestions for how to model the queues. -Is there a facility for seeding RT with tickets via an import function? I'm currently maintaining an Excel spreadsheet with about a dozen fields that I'd like to bring into RT. I haven't found any discussion of importing existing tickets but don't doubt that someone else has had this problem and solved it already. I'm pretty sure the forthcoming RT book from O'Reilly will answer my questions, but I need to get this project moving before that comes out. I thank you all in advance for reading my post and for providing me with any help that you can. -John -- 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 fmml at cedval.org Fri Jun 10 15:12:59 2005 From: fmml at cedval.org (Francois Meehan) Date: Fri, 10 Jun 2005 15:12:59 -0400 (EDT) Subject: [rt-users] Installation pain... In-Reply-To: <1118370957.3832.9.camel@les-home.futuresource.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <1118370957.3832.9.camel@les-home.futuresource.com> Message-ID: <3550.192.168.41.21.1118430779.squirrel@whoami7.cedval.org> Hi all, > On Thu, 2005-06-09 at 17:04, Francois Meehan wrote: > >> Maybe, if I really want it, I might have to change distro. That is very >> drastic to me... > > If you really want MySQL instead of Postgresql you might like Centos4 > (free clone of Red Hat Enterprise) that comes with Mysql 4 standard. > RH just rolled their updates into a 4.1 release and I'd expect Centos > to match up in a few days. It's not a huge jump from fedora, if that > is what you have now. > > -- > Les Mikesell > les at futuresource.com Thanks Les, I will follow your advise, I am currently installing CentOS 4 on a spare machine and we'll see what's gonna come out of it. Do anyone knows if there is issue with Mod_perl with centOS 4? As anyone been successfull installing RT on that OS? Thanks all for your comments. Francois Random Thought: --------------- Oh dear, I'm feeling political today. It's just that it's dawned on me that 'zero tolerance' only seems to mean putting extra police in poor, run-down areas, and not in the Stock Exchange. (alt.fan.pratchett) From MarkRoedel at letu.edu Fri Jun 10 15:39:36 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Fri, 10 Jun 2005 14:39:36 -0500 Subject: [rt-users] RTFM 2.1.21 error Message-ID: <434FADD5590FE344A09C7D7062F7FC4AC5F635@RACHAEL-NEW.letnet.net> I've installed the developer's release of RTFM-2.1.21 onto RT-3.4.2, and for the most part it seems to be working every bit as well as 2.0.4 was. Except... When trying to add an RTFM article to a ticket reply, I enter a keyword into the "Search for RTFM articles matching" blank, and when I click the "Go" button I get the following error: error: Can't locate object method "LimitToCustomFieldValue" via package "RT::FM::ArticleCollection" at /usr/local/rt3/share/html/Callbacks/RTFM/Ticket/Update.html/BeforeMessag eBox line 55. context: ... 51: my $articles_content = 52: RT::FM::ArticleCollection->new( $session{'CurrentUser'} ); 53: my $articles_basics = RT::FM::ArticleCollection->new( $session{'CurrentUser'} ); 54: if ( $ARGS{'RTFM_Content'} ) { 55: $articles_content->LimitToCustomFieldValue( VALUE => $ARGS{'RTFM_Content'}, 56: OPERATOR => 'LIKE' ); 57: 58: $articles_basics->Limit( SUBCLAUSE => 'all', 59: FIELD => 'Name', ... code stack: /usr/local/rt3/share/html/Callbacks/RTFM/Ticket/Update.html/BeforeMessag eBox:55 /usr/local/rt3/share/html/Elements/Callback:70 /usr/local/rt3/share/html/Ticket/Update.html:117 /usr/local/rt3/share/html/autohandler:215 That callback appears to be the only place in my RTFM-2.1.21 where the string "LimitToCustomFieldValue" appears. Is this one of the pieces that's still being reworked, or am I missing something in my installation? -- Mark Roedel Web Programmer / Analyst LeTourneau University From sturner at MIT.EDU Fri Jun 10 16:27:37 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 10 Jun 2005 16:27:37 -0400 Subject: [rt-users] Customize spreadsheet output? In-Reply-To: <42A9CD09.8060103@rice.edu> Message-ID: <5.2.1.1.2.20050610162655.02370af8@po14.mit.edu> At Friday 6/10/2005 01:25 PM, Rick Russell wrote: >Some managers at my site would like to use RT (3.4.2) to create some >metrics. However, the spreadsheet output (the link at the bottom of >query results) appears to have the same fields every time, regardless of >the format specification of the original query. > >This is odd, since RT definitely passes the format specifier to the >spreadsheet module, but it seems to ignore it. > >Does anyone have a canned solution to this problem? I've posted our solution at: http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields Steve From sturner at MIT.EDU Fri Jun 10 16:31:26 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 10 Jun 2005 16:31:26 -0400 Subject: [rt-users] RTFM 2.1.21 error In-Reply-To: <434FADD5590FE344A09C7D7062F7FC4AC5F635@RACHAEL-NEW.letnet. net> Message-ID: <5.2.1.1.2.20050610163051.02358008@po14.mit.edu> At Friday 6/10/2005 03:39 PM, Roedel, Mark wrote: >I've installed the developer's release of RTFM-2.1.21 onto RT-3.4.2, and >for the most part it seems to be working every bit as well as 2.0.4 was. > >Except... > >When trying to add an RTFM article to a ticket reply, I enter a keyword >into the "Search for RTFM articles matching" blank, and when I click the >"Go" button I get the following error: > >error: Can't locate object method "LimitToCustomFieldValue" via >package "RT::FM::ArticleCollection" at >/usr/local/rt3/share/html/Callbacks/RTFM/Ticket/Update.html/BeforeMessag >eBox line 55. I'm getting the same error with the same versions of RT & FM. Steve From matthias.moerstedt at nexum.de Fri Jun 10 17:47:55 2005 From: matthias.moerstedt at nexum.de (=?ISO-8859-1?Q?Matthias_M=F6rstedt?=) Date: Fri, 10 Jun 2005 23:47:55 +0200 Subject: [rt-users] After upgrade - Display Mode: "Full headers" Message-ID: <6252D4AF-7066-4E08-9644-6E3E79B8F9E4@nexum.de> Hi everyone, I went through the list but couldn't find anything on that one. After upgrading from version 3.2.2 to 3.4.2 alongside updating some perl libs RT is no longer displaying "Full headers" in the History section. Has anybody an idea what went wrong ? Here's a dump of the setup: Perl v5.8.6 under linux Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.60; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.22; Carp v1.03; CGI v3.05; CGI::Cookie v1.24; CGI::Fast v1.05; CGI::Util v1.5; Class::Container v0.11; Class::Data::Inheritable v0.02; Class::ReturnValue v0.52; constant v1.04; Cwd v3.01; Data::Dumper v2.121_02; DBD::mysql v2.9004; DBI v1.46; 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 v1.05; Encode v2.08; Encode::Alias v2.02; Encode::Config v2.00; Encode::Encoding v2.02; Encode::Guess v2.00; Encode::Unicode v2.02; Errno v1.09; Exception::Class v1.19; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; FCGI v0.67; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v3.01; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.29; HTML::Mason v1.28; HTML::Mason::CGIHandler v1.00; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.43; HTML::Scrubber v0.08; I18N::LangTags v0.35; I18N::LangTags::Detect v1.03; I18N::LangTags::List v0.35; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.102 ; IO::Lines v2.103 ; IO::Scalar v2.105 ; IO::ScalarArray v2.103 ; IO::Seekable v1.09; IO::Select v1.16; IO::Socket v1.28; IO::Socket::INET v1.27; IO::Socket::UNIX v1.21; IO::Wrap v2.102 ; IO::WrapTie v2.102 ; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.46; 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 v1.65; Mail::Field v1.65; Mail::Field::AddrList v1.65; Mail::Header v1.65; Mail::Internet v1.65; Mail::Mailer v1.65; Mail::Util v1.65; MIME::Base64 v3.05; MIME::Body v5.415; MIME::Decoder v5.415; MIME::Decoder::NBit v5.415; MIME::Decoder::QuotedPrint v5.415; MIME::Entity v5.415; MIME::Field::ContDisp v5.415; MIME::Field::ConTraEnc v5.415; MIME::Field::ContType v5.415; MIME::Field::ParamVal v5.415; MIME::Head v5.415; MIME::Parser v5.415; MIME::QuotedPrint v3.03; MIME::Tools v5.415; MIME::Words v5.415; Module::Versions::Report v1.02; Net::Cmd v2.26; Net::Config v1.10; Net::SMTP v2.29; overload v1.02; Params::Validate v0.76; POSIX v1.08; re v0.04; Regexp::Common v2.118; Regexp::Common::delimited v2.103; RT v3.4.2; RT::Interface::Email v1.02; Scalar::Util v1.14; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.12; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.65; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Tree::Simple v1.14; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; Thank you very much Matt P.S.: Unrelated to the topic, does anyone have an idea how to handle those guys sending ticket mails with outlook in that damn html format ? The main problem here is back in outlook the respone ticket mail is garbage because of the utf8 encoding and fixed html headers stating iso-8xxx-1 From les at futuresource.com Fri Jun 10 18:02:20 2005 From: les at futuresource.com (Les Mikesell) Date: Fri, 10 Jun 2005 17:02:20 -0500 Subject: [rt-users] Installation pain... In-Reply-To: <3550.192.168.41.21.1118430779.squirrel@whoami7.cedval.org> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <1118370957.3832.9.camel@les-home.futuresource.com> <3550.192.168.41.21.1118430779.squirrel@whoami7.cedval.org> Message-ID: <1118440940.23832.21.camel@moola.futuresource.com> On Fri, 2005-06-10 at 14:12, Francois Meehan wrote: > Thanks Les, I will follow your advise, I am currently installing CentOS 4 > on a spare machine and we'll see what's gonna come out of it. > > Do anyone knows if there is issue with Mod_perl with centOS 4? As anyone > been successfull installing RT on that OS? I'll be building a new machine soon to replace an existing FC2 with mysql4 as an add-on, but haven't actually done this on centos myself yet. I think there are reports of mod_perl working in the mail list archive but I'll probably go with fastcgi instead to eliminate some potential apache, perl, and perl-related module dependencies and conflicts. Note that anything that works with RHEL4 should also work with Centos. -- Les Mikesell les at futuresource.com From jesse at bestpractical.com Fri Jun 10 23:06:09 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 10 Jun 2005 23:06:09 -0400 Subject: [rt-users] RTFM 2.1.21 error In-Reply-To: <5.2.1.1.2.20050610163051.02358008@po14.mit.edu> References: <434FADD5590FE344A09C7D7062F7FC4AC5F635@RACHAEL-NEW.letnet.net> <5.2.1.1.2.20050610163051.02358008@po14.mit.edu> Message-ID: <20050611030609.GB22936@bestpractical.com> On Fri, Jun 10, 2005 at 04:31:26PM -0400, Stephen Turner wrote: > At Friday 6/10/2005 03:39 PM, Roedel, Mark wrote: > > >I've installed the developer's release of RTFM-2.1.21 onto RT-3.4.2, and > >for the most part it seems to be working every bit as well as 2.0.4 was. > > > >Except... > > > >When trying to add an RTFM article to a ticket reply, I enter a keyword > >into the "Search for RTFM articles matching" blank, and when I click the > >"Go" button I get the following error: > > > >error: Can't locate object method "LimitToCustomFieldValue" via > >package "RT::FM::ArticleCollection" at > >/usr/local/rt3/share/html/Callbacks/RTFM/Ticket/Update.html/BeforeMessag > >eBox line 55. > > I'm getting the same error with the same versions of RT & FM. It looks like this is because my "fix" for the report of this file missing in 2.1.20 was a bit too hasty. Jesse > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From dan+rt-users-list at dan.tulsa.ok.us Sat Jun 11 01:47:49 2005 From: dan+rt-users-list at dan.tulsa.ok.us (Dan Fulbright) Date: Sat, 11 Jun 2005 00:47:49 -0500 Subject: [rt-users] order of scrip execution Message-ID: <42AA7B05.6090801@dan.tulsa.ok.us> I am using ExtractCustomFieldValues, and it is working fine. However, it appears that the custom field values are being set /after/ the autoreply is sent. Since I am using some of the custom field values in the autoreply, they don't exist when it is sent. Is there any way I can force the ExtractCustomFieldValues scrip to run /before/ the autoreply scrip? I have looked at the wiki: http://wiki.bestpractical.com/index.cgi?ScripExecOrder http://wiki.bestpractical.com/index.cgi?TransactionBatchStage but those pages just don't make much sense to me. I enabled batch stage processing with this: Set($UseTransactionBatch , 1); and I made the autoreply stage TransactionBatch, but that made the scrip not run at all. I put it back to TransactionCreate. The history makes it look like the CF was added before the autoreply, but that's not actually the case: # Sat Jun 11 00:37:49 2005 RT_System - Username testuser added # Sat Jun 11 00:37:49 2005 RT_System - Outgoing email recorded Note that "Username" is the CF that I am setting from the e-mail. --df From dan+rt-users-list at dan.tulsa.ok.us Sat Jun 11 04:03:48 2005 From: dan+rt-users-list at dan.tulsa.ok.us (Dan Fulbright) Date: Sat, 11 Jun 2005 03:03:48 -0500 Subject: [rt-users] link to RSS feed in HTML head Message-ID: <42AA9AE4.5060406@dan.tulsa.ok.us> Has anyone successfully managed to get this to show up in the HTML for RT search results: This would make many browsers and aggregators recognize the RSS feed, making subscription very easy. I realize that adding the username and password might still have to be done manually, but that's acceptable. Perhaps this would be a good time for me to learn how to write a callback. :-) --df From fmml at cedval.org Sat Jun 11 13:46:17 2005 From: fmml at cedval.org (Francois Meehan) Date: Sat, 11 Jun 2005 13:46:17 -0400 (EDT) Subject: [rt-users] Installation pain... In-Reply-To: <1118440940.23832.21.camel@moola.futuresource.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <1118370957.3832.9.camel@les-home.futuresource.com> <3550.192.168.41.21.1118430779.squirrel@whoami7.cedval.org> <1118440940.23832.21.camel@moola.futuresource.com> Message-ID: <3439.192.168.41.21.1118511977.squirrel@whoami7.cedval.org> I am now an happy man! Using Centos 4, and thanks to the excellent doc on the wiki (http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide) for RED Hat EL4 using Fastcgi, installation was a breeze. We are now up and running with RT. Thanks for the suggestion Les. Really impress by Centos 4, feels just like Fedora, Mysql4, perfect. Thanks all for your comments. Francois > On Fri, 2005-06-10 at 14:12, Francois Meehan wrote: > >> Thanks Les, I will follow your advise, I am currently installing CentOS >> 4 >> on a spare machine and we'll see what's gonna come out of it. >> >> Do anyone knows if there is issue with Mod_perl with centOS 4? As anyone >> been successfull installing RT on that OS? > > I'll be building a new machine soon to replace an existing FC2 with > mysql4 as an add-on, but haven't actually done this on centos myself > yet. I think there are reports of mod_perl working in the mail list > archive but I'll probably go with fastcgi instead to eliminate some > potential apache, perl, and perl-related module dependencies and > conflicts. Note that anything that works with RHEL4 should also work > with Centos. > > -- > Les Mikesell > les at futuresource.com > > > Random Thought: --------------- It would be nice if the Food and Drug Administration stopped issuing warnings about toxic substances and just gave me the names of one or two things still safe to eat. - Robert Martin Fuoss, 1912 - 1980 From bestpractical at daley.snurgle.org Sun Jun 12 07:49:42 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Sun, 12 Jun 2005 07:49:42 -0400 (EDT) Subject: [rt-users] How to setup Request-tracker 3.4 on Debian (Sparc) In-Reply-To: <425F3BFF.1070707@christianheritageschool.org> References: <425F3BFF.1070707@christianheritageschool.org> Message-ID: I just updated my debian machine, and it wanted to upgrade to 3.4.2. The dependencies changed, and it no longer depending on lib-apache2-mod-perl, but instead lib-apache-mod-perl, and so it wanted to install both modules, which seemed like a bad idea to me - maybe it is fine, I don't know. But, that provided a good excuse to switch over to fastcgi, which has been mentioned a number of times on this list as the better way to do it. I had saved the below email, and thank you to Sam for writing, though it was quite easy to upgrade. I use postgresql, but other than, I have the same setup. I wanted to add/clarify Sam's post, and say that the Debian stuff works almost completely out of the box, unless you want RT to live in a virtual host, and don't want RT visible outside of that virtual host. Include /etc/request-tracker3.4/apache-fastcgi from within my virtual host declaration. Commented out this line, as apparently it is already being set to /var/run/apache2/fastcgi somewhere else. Nothing gets written there (yet) so perhaps something is wrong with this. #FastCgiIpcDir /var/run/fastcgi Moved this line from apache-fastcgi to my .../sites-available/site, but leave it outside of the virtual host section. FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi Tada. everything works perfectly. It is always nice to have an easy upgrade! On Thu, 14 Apr 2005, Sam Snow wrote: > I am running on a debian sarge box using apache2, fast-cgi, and mysql. > > Install is something like this: > apt-get update > apt-get upgrade > apt-get install mysql-server mysql-client > > apt-get install libcgi-fast-perl apache2-mpm-prefork libapache2-mod-fastcgi > > apt-get install request-tracker3.4 rt3.4-clients > > > * Be sure to read (and follow) the info in the > /usr/share/doc/request-tracker3.4/README.Debian and > /usr/share/doc/request-tracker3.4/INSTALL.Debian files on how to set up your > site config, load the DB, etc. . > > * Set up your apache2 according to the following post: > http://www.gossamer-threads.com/lists/rt/users/41862?do=post_view_threaded#41862 > > This should let you be able to log in. After that you just need to set up > your email handlers and do your config for your site. The MIT docs are a good > read for how to set up queues and permissions. > > Sam > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Administrator and Developer training is coming to your town soon! (Boston, > San Francisco, Austin, Sydney) Contact training at bestpractical.com for > details. > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From stephen at jadevine.org.uk Mon Jun 13 04:26:27 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Mon, 13 Jun 2005 09:26:27 +0100 Subject: [rt-users] How to setup Request-tracker 3.4 on Debian (Sparc) In-Reply-To: References: <425F3BFF.1070707@christianheritageschool.org> Message-ID: <20050613082627.GA28238@computing-services.oxford.ac.uk> On Sun, Jun 12, 2005 at 07:49:42AM -0400, Jon Daley wrote: > I just updated my debian machine, and it wanted to upgrade to > 3.4.2. The dependencies changed, and it no longer depending on > lib-apache2-mod-perl, but instead lib-apache-mod-perl, and so it wanted to > install both modules, which seemed like a bad idea to me - maybe it is > fine, I don't know. It's good to hear that your upgrade went smoothly, it's always nice to get success stories. ;-) A few notes: It sounds like you are following etch/testing. Yes, etch/testing should soon have mod_perl 2.0.0 (libapache2-mod-perl2 version 1.999.23-1) which is not compatible with RT 3.4.2. > But, that provided a good excuse to switch over to fastcgi, which > has been mentioned a number of times on this list as the better way to do > it. > I had saved the below email, and thank you to Sam for writing, > though it was quite easy to upgrade. I use postgresql, but other than, I > have the same setup. You should be aware that a very large transition in the way PostgreSQL packages are handled in Debian has just begun in sid/unstable. These will propogate to etch/testing in a couple of weeks if there are no really serious problems. They will almost certainly mean changes are required to the configuration, at least. etch/testing is expected to become rather unstable and unpredictable over the next few months as a number of large transitions take place. We've been working on getting sarge stable for a long time so now the floodgates will open and lots of big changes will be unleashed. Anyone following etch is recommended to do so only with lots of care and attention. If you want to run RT on a server right now I'd recommend sticking with sarge/stable. Stephen -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From bestpractical at daley.snurgle.org Mon Jun 13 07:46:29 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Mon, 13 Jun 2005 07:46:29 -0400 (EDT) Subject: [rt-users] How to setup Request-tracker 3.4 on Debian (Sparc) In-Reply-To: <20050613082627.GA28238@computing-services.oxford.ac.uk> References: <425F3BFF.1070707@christianheritageschool.org> <20050613082627.GA28238@computing-services.oxford.ac.uk> Message-ID: On Mon, 13 Jun 2005, Stephen Quinney wrote: > It sounds like you are following etch/testing. Correct. > etch/testing is expected to become rather unstable and unpredictable > over the next few months as a number of large transitions take > place. We've been working on getting sarge stable for a long time so > now the floodgates will open and lots of big changes will be > unleashed. Anyone following etch is recommended to do so only with lots > of care and attention. If you want to run RT on a server right now I'd > recommend sticking with sarge/stable. Thanks for this info. I will have to think about what to do. I might not need testing any more - at some point I had upgraded as I needed something. From hilde.rafaelsen at cc.uit.no Mon Jun 13 09:28:31 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Mon, 13 Jun 2005 15:28:31 +0200 Subject: [rt-users] Change colons in result.html Message-ID: Hi, We run RT 3.4 When we click on a queue in quick search a new result page is displayed. We want to change some of the "headings" on this page. We want to delete the Queue and Told column and add some customs fields column we have created. I have not managed to figure out where this "headings" are set. I thought it will be in results.html, but I can't see it. I hope someone can help me here. Hilde From juan.mas at gmail.com Mon Jun 13 11:16:30 2005 From: juan.mas at gmail.com (Juan Mas) Date: Mon, 13 Jun 2005 11:16:30 -0400 Subject: [rt-users] Switching from 3.2.2 to 3.4.2 Helpdesk Message-ID: <7d73da0506130816788570d8@mail.gmail.com> So far the upgrade went fairly smoothly. We had 3.2.2 running on a SuSE 9.1 machine, and we are now moving it to a more powerful machine still running SuSE 9.1. When I dumped the database from the live version into the newly installed version, I got a handful of issues where it couldn't write to the table because the count was off. None of my Transactions wrote, and Im not sure what else, but the transactions table is empty. Is there some documentation on this somewhere? Thanks. -- -Juan From barnesaw at ucrwcu.rwc.uc.edu Mon Jun 13 11:21:18 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 13 Jun 2005 11:21:18 -0400 Subject: [rt-users] Switching from 3.2.2 to 3.4.2 Helpdesk In-Reply-To: <7d73da0506130816788570d8@mail.gmail.com> References: <7d73da0506130816788570d8@mail.gmail.com> Message-ID: <42ADA46E.40307@ucrwcu.rwc.uc.edu> Juan Mas wrote: >So far the upgrade went fairly smoothly. We had 3.2.2 running on a >SuSE 9.1 machine, and we are now moving it to a more powerful machine >still running SuSE 9.1. When I dumped the database from the live >version into the newly installed version, I got a handful of issues >where it couldn't write to the table because the count was off. None >of my Transactions wrote, and Im not sure what else, but the >transactions table is empty. Is there some documentation on this >somewhere? Thanks. > > Drop the rt3 database that 3.4.x sets up, create a new, empty rt3 database and import the old data. Then run the upgrade scripts as mentioned in the upgrading section of the README. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From evan at mtvn.com Mon Jun 13 11:18:13 2005 From: evan at mtvn.com (Rappaport, Evan) Date: Mon, 13 Jun 2005 11:18:13 -0400 Subject: [rt-users] Nagios and RT Integration Message-ID: <2C970140D4F23248A43FDED8B85C9593013C62FA@DISMISSED.mtvn.ad.viacom.com> There seem to be a lot of people looking for information on how to integrate Nagios and RT. This is one solution that I use which might be helpful. Instead of trying to fix RT to accept Nagios e-mails and deal with them in complicated ways, a simpler solution is to alter Nagios. We've been running with this hack, in my office for about a year and it is working fairly well. People in the office have been on my case to share this knowledge with the rest of the RT community, so here it is. I use Nagios for various server and service alarms and have it automatically create RT tickets when an alarm is acknowleged. This keeps the RT requests fairly simple and avoids the problem of nagios automatically creating hundreds of tickets that all need to be closed, when nagios keeps sending follow up alarms. It also helps when a server goes down and throws 20 alarms at the same time, but we really only want one ticket open for the entire issue. To have Nagios create an RT ticket when an alarm is acknowleged, I have changed the Nagios CGI which does acknowlegements and added the logic to create the RT ticket there. I didn't make any changes to RT or create any scrips. Instead, I added a checkbox to the alarm acknowlegement screen, and created a function to call the RT CLI. It's the RT CLI that does the actual ticket creation. Instead of using the CLI, you could also have used RT's perl api to do the same thing and make your own CLI. In either case you still have to do an exec from the command line because the nagios cgi's are written in C, and you can't just drop the perl in there directly. Anyone have a C interface for RT? They key to hacking Nagios to create RT tickets is the nagios's cmd.c file. This is where the acknowlegement code lives. You make your changes there, recompile that file and copy the compiled cmd.cgi into the correct directory (/sbin). This is what you need to do .... 1) Add a "make_ticket" function that will take the alarm information and the name of the user that is acknowleging the alarm and creates an rt ticket through a system call the RT cli. 2) Add a check box to the cmd.c cgi to allow a user to select whether or not they want to create an rt ticket when the alarm is acknowleged. This is useful when acknowleging multiple alarms for the same problem and avoiding the creation of multiple usless tickets. 3) Add logic to both the service and host alarm acknowlegement code to run make_ticket when either service or host problems are acknowleged. To the Nagios cmd.c I added the following function. It's not the most elegant function and should probably be changed to use real memory allocation, using one cli call to both create the ticket and add the comment, and not using awk, etc. This is left for future development by a better c programmer with more time on his hands. =========================== int make_ticket (char * owner, char * subject, char * result) { char rt_command[300]; FILE * temp_pipe; char requestor[40]; sprintf (requestor, "%s at mycompany.com", owner); sprintf (rt_command,"/opt/rt3/bin/rt create -t ticket set status=new subject='%s' owner='%s' queue='Alarms' requestors='%s' admincc='supervisor at mycompany.com' priority='99'", subject,owner,requestor); /* Create the ticket */ temp_pipe = popen(rt_command,"r"); if (!temp_pipe) { result = "Failed to create Ticket"; } else { fgets(result, 300, temp_pipe); sprintf (result, "%s", result); } } ================================= The following case statement (in cmd.c) deals with host problem acknowlegement. This will be almost exactly the same thing when acknowleging service problems, but in that case you will be looking for "case CMD_ACKNOWLEDGE_SVC_PROBLEM". I'm sure you can also create RT tickets for other types of acknowlegements but I don't bother with those. In the below case statement, notice the boolean variable "do_make_ticket" this is set to true if the "make ticket" checkbox is checked (more info on this later). If someone elects not to create a ticket, the else statement does the standard code for host acknowlegements. The make ticket function returns the result of the ticket creation and I parse that result to display my own success message. I don't do any real exception handling, this has been left for some other C programmer with more time on his hands. Basically if I don't see a ticket number when I test it, I know something is wrong. case CMD_ACKNOWLEDGE_HOST_PROBLEM: if (do_make_ticket) { /* create a ticket in request tracker */ sprintf (subject, "Alarm for %s", host_name); sprintf (rt_comment, "%s", comment_data); make_ticket (current_authdata.username,subject, rt_comment, ticket_result); printf ("
%s

\n", ticket_result); temp_rt_ticket_num = strtok (ticket_result," "); temp_rt_ticket_num = strtok (NULL," "); temp_rt_ticket_num = strtok (NULL," "); sprintf (temp_rt_comment," Ticket #%s acknowledged by %s", temp_rt_ticket_num,current_authdata.username); sprintf (nagios_rt_comment, "%s %s", comment_data, temp_rt_comment); snprintf(command_buffer,sizeof(command_buffer)-1,"[%lu] ACKNOWLEDGE_HOST_PROBLEM;%s;%d;%d;%d;%s;%s\n",current_time,host_name,(sticky _ack==TRUE)?ACKNOWLEDGEMENT_STICKY:ACKNOWLEDGEMENT_NORMAL,(send_notification ==TRUE)?1:0,(persistent_comment==TRUE)?1:0,comment_author,nagios_rt_comment) ; } else { snprintf(command_buffer,sizeof(command_buffer)-1,"[%lu] ACKNOWLEDGE_HOST_PROBLEM;%s;%d;%d;%d;%s;%s\n",current_time,host_name,(sticky _ack==TRUE)?ACKNOWLEDGEMENT_STICKY:ACKNOWLEDGEMENT_NORMAL,(send_notification ==TRUE)?1:0,(persistent_comment==TRUE)?1:0,comment_author,comment_data); } break; ===================================== Now for setting the do_make_ticket variable. If you look in the process_cgivars function, you will see how Nagios gets the values of the acknowlegement form. There is a large else statement that deals with all the various checkboxes. For example. /* we got the service check force option */ else if(!strcmp(variables[x],"force_check")) force_check=TRUE; I added my own check under the force option. /* for request tracker ticket making */ /* we got the service acknowledge do_make_ticket option */ else if(!strcmp(variables[x],"do_make_ticket")) do_make_ticket=TRUE; ========================================= Now for displaying the checkbox Look in the request_command_data function. Again there is a switch statement, you want to add your code to the CMD_ACKNOWLEDGE_HOST_PROBLEM and/or CMD_ACKNOWLEDGE_SVC_PROBLEM cases. /* these two lines are already there by default and display the "send_notification" checkbox. */ printf(""); printf("
Create RT Ticket:"); printf(""); ========================================== Remember to initialize do_make_ticket and any other variables at the top of cmd.c so you don't get compiler errors. int do_make_ticket=FALSE; ========================================== Some other things I have done to make this work smoothly is to make sure that the user name used to log into Nagios and RT are the same, as well as setting the user's primary smtp address to correspond as well. This is done because I want the person who acknowleges the ticket to be the person who is assigned the ticket in RT. Hopefully, people will find this information useful and hopefully, someone else will take this code and refine it to use better c programming practices eliminate the, hard coding, lack of memory allocation, lack of exception handling and make this a more elegant solution. The above code isn't exactly what we use, since our RT and Nagios servers run on different machines and I have to deal with the problems caused by that. Also in the future I'll probably change this to use a custom CLI made with the RT perl api since I need to also handle custom fields. If anyone knows of how to handle custom fields with the CLI, rather than using the perl api or even better has a C api for RT, I'd like to hear about it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickr at rice.edu Mon Jun 13 11:24:37 2005 From: rickr at rice.edu (Rick Russell) Date: Mon, 13 Jun 2005 10:24:37 -0500 Subject: [rt-users] order of scrip execution In-Reply-To: <42AA7B05.6090801@dan.tulsa.ok.us> References: <42AA7B05.6090801@dan.tulsa.ok.us> Message-ID: <42ADA535.1020405@rice.edu> Dan Fulbright wrote: > and I made the autoreply stage TransactionBatch You're on the right track, but TransactionBatch mode has an error that prevents it from using any of the installed Conditions (at least it did under 3.2.X; I don't know about 3.4.X yet). You must use a User Defined condition to use TransactionBatch mode. So, for example, if your old scrip was On Create Do Something in TransactionCreate mode You'll need to change it to User Defined Do Something in TransactionBatch mode and write a User Defined condition like if ($self->TransactionObj->Type eq 'Create') { return(1); } else { return(undef); } 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 Mike.Dwyer at globalpay.com Mon Jun 13 11:50:14 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Mon, 13 Jun 2005 11:50:14 -0400 Subject: [rt-users] serious newbie: login question Message-ID: <268A832CA8A26B498920E123E94F49740653FC98@AT1EX-CL2.corp.globalpay.com> OK, I recognize how basic this question must be. I have RT installed on Fedora3, and I believe running. There are no errors in the Apache error.log when I start or bring up the login page. But here is my question ...... {please don't smoke me, I realize how stupid this will sound already}. What is the default login account? "root", "rt_user", what? I have the login page up, but can't seem to login. /m -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ruslan.Zakirov at miet.ru Mon Jun 13 15:54:01 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Mon, 13 Jun 2005 23:54:01 +0400 Subject: [rt-users] Installation pain... In-Reply-To: <20050610132521.E28732@cgi.jachomes.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583740@torex1.tcore.com> <4980.192.168.41.21.1118354666.squirrel@whoami7.cedval.org> <42A8BEE8.5020302@ce.berkeley.edu> <20050609233807.GK11172@bestpractical.com> <42A8DE41.10309@ce.berkeley.edu> <42A92F19.9080300@bestpractical.com> <42A9B281.5090706@ce.berkeley.edu> <20050610132521.E28732@cgi.jachomes.com> Message-ID: <42ADE459.3060107@miet.ru> Jay R. Ashworth wrote: > On Fri, Jun 10, 2005 at 08:32:17AM -0700, Jon Forrest wrote: > >>The problem is that this wording as been in the wiki for the year or so that >>I've been following RT. There's no mention of just what's wrong with >>mod_perl2 >>which makes it hard to see if mod_perl2 has been fixed. Also, a major RT >>site on campus at UC Berkeley was using mod_perl2 with complete success >>about the time I started looking so I became very perplexed about this. >>I also didn't understand the tradeoffs between mod_perl2 and fastcgi >>(I still don't). > > > On the latter point, it's mostly that mod_perl is (arguably) a little > easier to set up, and maybe more elegant, but fastcgi permits multiple > different versions running at the same time on the same apache, which > mod_perl wouldn't. (Was that right, guys? :-) With mod_perl2 you can run multiple instances on the one apache instance, discussed on the ML few days ago. [snip] > > Cheers, > -- jra From Ahalya_Nathan at mudnebr.com Mon Jun 13 12:05:43 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Mon, 13 Jun 2005 11:05:43 -0500 Subject: [rt-users] Tickets Table and Date Management In-Reply-To: <2C970140D4F23248A43FDED8B85C9593013C62FA@DISMISSED.mtvn.ad.viacom.com> Message-ID: Hi all, I am kindoff new to the RT system so any suggestions for the following questions will be really helpful. 1.There is the Tickets table and it has dates "start" ,"started" and "created " date. What is the difference between the three. 2. In our system RT installed and it works fine, problem is when a ticket is "open" the resolved date is 1/1/1970. When the ticket is resolved, the resolved date is set to the time and date when it was resolved. What is happening in our system is that this resolved date is set to 1/1/1970 especially for new users. IS there some condition somewhere which is doing 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 Ruslan.Zakirov at miet.ru Mon Jun 13 16:11:17 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 14 Jun 2005 00:11:17 +0400 Subject: [rt-users] order of scrip execution In-Reply-To: <42ADA535.1020405@rice.edu> References: <42AA7B05.6090801@dan.tulsa.ok.us> <42ADA535.1020405@rice.edu> Message-ID: <42ADE865.1040404@miet.ru> Rick Russell wrote: > > Dan Fulbright wrote: > >>and I made the autoreply stage TransactionBatch > > > You're on the right track, but TransactionBatch mode has an error that > prevents it from using any of the installed Conditions (at least it did > under 3.2.X; I don't know about 3.4.X yet). You must use a User Defined > condition to use TransactionBatch mode. > > So, for example, if your old scrip was > > On Create > Do Something > in TransactionCreate mode > > You'll need to change it to > > User Defined > Do Something > in TransactionBatch mode > > and write a User Defined condition like > > if ($self->TransactionObj->Type eq 'Create') > { return(1); } > else > { return(undef); } > > Rick R. > This should be fixed in 3.4.3, AFAIK. From Ruslan.Zakirov at miet.ru Mon Jun 13 16:12:00 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 14 Jun 2005 00:12:00 +0400 Subject: [rt-users] serious newbie: login question In-Reply-To: <268A832CA8A26B498920E123E94F49740653FC98@AT1EX-CL2.corp.globalpay.com> References: <268A832CA8A26B498920E123E94F49740653FC98@AT1EX-CL2.corp.globalpay.com> Message-ID: <42ADE890.4090702@miet.ru> Dwyer, Mike # ATLANTA wrote: > OK, I recognize how basic this question must be. I have RT installed on > Fedora3, and I believe running. There are no errors in the Apache > error.log when I start or bring up the login page. But here is my > question ...... {please don't smoke me, I realize how stupid this will > sound already}. What is the default login account? "root", "rt_user", > what? I have the login page up, but can't seem to login. root/password > > /m > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From phil.labonte at transcore.com Mon Jun 13 13:28:44 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 13 Jun 2005 13:28:44 -0400 Subject: [rt-users] serious newbie: login question Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315015838EA@torex1.tcore.com> Login: root Password: password It's not a dumb question; it should be more obvious in the documentation. It's not. Phil _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dwyer, Mike # ATLANTA Sent: Monday, June 13, 2005 11:50 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] serious newbie: login question OK, I recognize how basic this question must be. I have RT installed on Fedora3, and I believe running. There are no errors in the Apache error.log when I start or bring up the login page. But here is my question ...... {please don't smoke me, I realize how stupid this will sound already}. What is the default login account? "root", "rt_user", what? I have the login page up, but can't seem to login. /m -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Mon Jun 13 13:30:34 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 13 Jun 2005 13:30:34 -0400 Subject: [rt-users] serious newbie: login question In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315015838EA@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315015838EA@torex1.tcore.com> Message-ID: <42ADC2BA.1050007@ucrwcu.rwc.uc.edu> Labonte, Phil wrote: > Login: root > > Password: password > > It?s not a dumb question; it should be more obvious in the > documentation. It?s not. > > Phil > Would you like to order a ticket to Update-the-wiki-ville? > ------------------------------------------------------------------------ > > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of > *Dwyer, Mike # ATLANTA > *Sent:* Monday, June 13, 2005 11:50 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] serious newbie: login question > > OK, I recognize how basic this question must be. I have RT installed > on Fedora3, and I believe running. There are no errors in the Apache > error.log when I start or bring up the login page. But here is my > question ...... {please don't smoke me, I realize how stupid this will > sound already}. What is the default login account? "root", "rt_user", > what? I have the login page up, but can't seem to login. > > /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 tmaciak at ci.grand-rapids.mi.us Mon Jun 13 14:41:26 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Mon, 13 Jun 2005 14:41:26 -0400 Subject: [rt-users] Oracle DB connection problem Message-ID: <221C759285B78647AEE6181FD6AF36A710D9A6B4@bambi.grand-rapids.mi.us> I am getting an error message when I visit my website that has RT running on it. The logs state: Unable to load DBIx::SearchBuilder database handle for 'Oracle'.\nPerhaps you've picked an invalid database type or spelled it incorrectly.\nCan't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/Orac le.so' for module DBD::Oracle: libclntsh.so.9.0: cannot open shared object file: No such file or direc tory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230.\n at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild er/Handle/Oracle.pm line 7\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm l ine 7.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 7.\nCompilat ion failed in require at (eval 238) line 1.\nBEGIN failed--compilation aborted at (eval 238) line 1.\nCompilation failed in requi re at /opt/rt3/lib/RT.pm line 164.\n I have not changed any configuration files since last week, and on Thursday/Friday I was able to create the initial database system in my oracle db. Does anyone have any advice on what I might be able to check or try to get this to work right? I do have the DBD::Oracle installed along with working oracle client etc. on this machine. Thanks, TJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From egeyer at akamai.com Mon Jun 13 19:00:47 2005 From: egeyer at akamai.com (Geyer, Eric) Date: Mon, 13 Jun 2005 16:00:47 -0700 Subject: [rt-users] RE:Merge tickets based on Subject (but without ticket tag) Message-ID: Jesse wrote about this recently (see email below, I just joined this list and don't have the original email to reply to.) Any more information on this extension? When will it be ready, and where do I look for it when it is ready? Thanks Eric Geyer Akamai Technologies On Thu, Jun 09, 2005 at 04:58:27PM +1000, Adrian Carter wrote: > Okies, > What I want to do is have incoming e-mail scan the subject and then > look for it based on the regexp of the subject to id the ticket first.. > Reason being I have a few systems that generate incoming e-mails to me > that contain their own unique ticket id but obviously 3 emails from the > system currently generates 3 new tickets as they dont pre-pend our > ticket id. Since their id is both unique to a case and common to all > e-mails, i want to assign the ticket id based on this. > > Where do I need to fudge RT? :) I think doing it pre-ticket creation > is the key, because merging them generates needles increasses in the > ticket_id seed (as I get on avg 4 emails per incident from the external > sources) We're putting the finishing touches on an RT extension to do just this. I expect the rest of the test suite will land tomorrow, then we'll get it out there. > > -- > Adrian Carter > Technical Manager > Leading Edge Internet > > Web http://www.lei.net.au http://support.lei.net.au > Direct +61 2 6163 6162 Support 1 300 662 415 > E-mail cartera at lei.net.au > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fmml at cedval.org Mon Jun 13 21:42:16 2005 From: fmml at cedval.org (Francois Meehan) Date: Mon, 13 Jun 2005 21:42:16 -0400 (EDT) Subject: [rt-users] Basic config advise... Message-ID: <1037.192.168.41.21.1118713336.squirrel@whoami7.cedval.org> Hi all, I need and advise. I would like to provide some customers web acces to RT so they can see and reply to requests from their company, even if they are not the "Requestor" of these requests. I have created "unpriviledge" accounts for them. What is the best way to handle this? Regards, Francois Random Thought: --------------- Since it is difficult to join them together, it is safer to be feared than to be loved when one of the two must be lacking. - Niccol? Machiavelli, The Prince, 1514 From dan+rt-users-list at dan.tulsa.ok.us Mon Jun 13 22:02:45 2005 From: dan+rt-users-list at dan.tulsa.ok.us (Dan Fulbright) Date: Mon, 13 Jun 2005 21:02:45 -0500 Subject: [rt-users] order of scrip execution In-Reply-To: <42ADA535.1020405@rice.edu> References: <42AA7B05.6090801@dan.tulsa.ok.us> <42ADA535.1020405@rice.edu> Message-ID: <42AE3AC5.3060102@dan.tulsa.ok.us> >>and I made the autoreply stage TransactionBatch > > > You're on the right track, but TransactionBatch mode has an error that > prevents it from using any of the installed Conditions (at least it did > under 3.2.X; I don't know about 3.4.X yet). You must use a User Defined > condition to use TransactionBatch mode. Thanks, Rick! That worked like a charm! --df From dev.crash at gmail.com Tue Jun 14 00:10:12 2005 From: dev.crash at gmail.com (David) Date: Tue, 14 Jun 2005 14:10:12 +1000 Subject: [rt-users] Deleting attachments from Tickets using the Web UI Message-ID: Greetings List, Does anyone know of how to remove attachments from tickets once they enter RT using the Web UI, or how to custom code this?. I have tickets coming through with attachments that are change request forms that need to be updated eg: different revisions of the same file and change managers are asking if they can just delete the attached file and re-add. Any help or directions would be most appreciated. TIA. David. From andrew at staff.esc.net.au Tue Jun 14 00:31:15 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 14 Jun 2005 14:01:15 +0930 Subject: [rt-users] specific requestors Message-ID: <20050614043903.B70F361D36F@sr-gw.esc.net.au> Hey People I wanna set the auto reply to send out a response only when the requestor matches a certain criteria (email address partially matches string) i still havent got a hang of the scrip coding yet. im guessing it will be a custom defined condition. thanks Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From bruno.mattarollo at rsp.com.au Tue Jun 14 00:41:21 2005 From: bruno.mattarollo at rsp.com.au (Bruno Mattarollo) Date: Tue, 14 Jun 2005 14:41:21 +1000 Subject: [rt-users] How to know which users I am in ... Message-ID: <42AE5FF1.1010405@rsp.com.au> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hello, We have a small RT installation in-house and some other groups (besides Technology) are starting to use it. At the moment we have a small HTML fragment that displays the amounts of tickets each user in our group has opened and closed (some sort of ranking table) ;) This HTML fragment has a hardcoded GroupID :( (I know ... bad bad bad). I want to show the list of users with their matching tickets for the group that the "viewing user" is in ... So if I am in Technology and Business for example, the list will contain all the users that are in both groups. In my <%INIT> block I have the following: my $Groups = new RT::Groups($session{'CurrentUser'}); $Groups->LimitToUserDefinedGroups(); But this lists ALL the UserDefinedGroups ... How do I get *only* the groups the CurrentUser is a member of? Thanks in advance, /B - -- Bruno Mattarollo Systems Administrator - Sydney GnuPG: 65A6 C94A 1978 9B42 6ED2 FBCE 1BD2 756B 3A80 D8FC - --------------------------------------------------------------- Rising Sun Pictures - [ http://www.rsp.com.au/ ] redefining visual effects delivery - --------------------------------------------------------------- syd - ph +61 2 9338 6400 - fx +61 2 9338 6401 adl - ph +61 8 8400 6400 - fx +61 8 7421 6401 - --------------------------------------------------------------- rising sun research - http://research.rsp.com.au cineSpace color management solutions for film -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFCrl/xG9J1azqA2PwRArzzAKDUFtthmYTClX96YIiuVJRID1IhbACglg3A XoNGMO9BNbnbN86J0+bah/Q= =vzdm -----END PGP SIGNATURE----- From bruno.mattarollo at rsp.com.au Tue Jun 14 01:17:03 2005 From: bruno.mattarollo at rsp.com.au (Bruno Mattarollo) Date: Tue, 14 Jun 2005 15:17:03 +1000 Subject: [rt-users] How to know which users I am in ... In-Reply-To: <42AE5FF1.1010405@rsp.com.au> References: <42AE5FF1.1010405@rsp.com.au> Message-ID: <42AE684F.50000@rsp.com.au> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Answering my own question: $Groups->WithMember(PrincipalId => $session{'CurrentUser'}->Id); Sorry for this post ... :) /B Bruno Mattarollo wrote: > Hello, > > We have a small RT installation in-house and some other groups (besides > Technology) are starting to use it. At the moment we have a small HTML > fragment that displays the amounts of tickets each user in our group has > opened and closed (some sort of ranking table) ;) > > This HTML fragment has a hardcoded GroupID :( (I know ... bad bad bad). > I want to show the list of users with their matching tickets for the > group that the "viewing user" is in ... So if I am in Technology and > Business for example, the list will contain all the users that are in > both groups. > > In my <%INIT> block I have the following: > > my $Groups = new RT::Groups($session{'CurrentUser'}); > $Groups->LimitToUserDefinedGroups(); > > But this lists ALL the UserDefinedGroups ... How do I get *only* the > groups the CurrentUser is a member of? > > Thanks in advance, > > /B > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com - -- Bruno Mattarollo Systems Administrator - Sydney GnuPG: 65A6 C94A 1978 9B42 6ED2 FBCE 1BD2 756B 3A80 D8FC - --------------------------------------------------------------- Rising Sun Pictures - [ http://www.rsp.com.au/ ] redefining visual effects delivery - --------------------------------------------------------------- syd - ph +61 2 9338 6400 - fx +61 2 9338 6401 adl - ph +61 8 8400 6400 - fx +61 8 7421 6401 - --------------------------------------------------------------- rising sun research - http://research.rsp.com.au cineSpace color management solutions for film -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.6 (GNU/Linux) iD8DBQFCrmhPG9J1azqA2PwRAo9UAJ0dnzH3gC/9NeLPkG0Bh28SkmPIOwCcCYzx 1pnh5yo7CY9PRSIcGUIlQbQ= =X2oM -----END PGP SIGNATURE----- From rt-list at derman.com Tue Jun 14 03:18:34 2005 From: rt-list at derman.com (B. Derman) Date: Tue, 14 Jun 2005 00:18:34 -0700 Subject: [rt-users] Follow-Up: Problem Installing Perl Modules for RT 3.4.2 on OS X 10.4.1 Message-ID: The response I received to my posting (see below) was a polite STFW (search the "funny" web) with a solution URL (thank you!). I'd actually Googled but tried some failing module names rather than the error message (duoh!). The good news is that it's now possible to install RT on a "stock" Mac OS X 10.4.1 system using OS X's Perl 5.8.6, Apache 1.3.33 and mod_perl ... no compiling needed (well, other than all the added Perl modules, but CPAN makes that rather painless modulo some manual installs). In our case, I installed MySQL 4.1.12 (medium config) using the installer available from mysql.com and the whole thing is running on a 1998-vintage Beige G3/400 MHz, 67 MHz bus, 512 MB memory, 6 MB (non)video (that 6 is not a typo!) with older IBM 80 GB 7200 RPM disk. The system seems to be working fine, but we don't really stress it with many concurrent users, etc., so YMMV. I upgraded from RT 3.0.3 and we have 15 queues and just under 1,000 tickets. The performance is much improved (even running on such a relic system), e.g.: To RT's home page: --- 2.7 sec. when system is idle 16 sec. when system's processor is already at 100% To show a ticket that has 19 entries: --- 8.6 sec. when system is idle 46 sec. when system's processor is already at 100% To execute a search that yields 15 tickets: --- 2.3 sec. when system is idle 12 sec. when system's processor is already at 100% Original List Posting: ----- Dozens of Perl modules have installed without problems (via CPAN), but trying to satisfy the dependencies leads to installing XML-RSS-1.05 which eventually leads to the following errors. Anyone have a solution to this (OS X 10.4.1 is up-to-date and fairly "vanilla")? ... Checking if your kit is complete... Looks good Writing Makefile for XML::NamespaceSupport make[1]: *** No rule to make target `/System/Library/Perl/5.8.6/darwin-thread-multi-2level/CORE/config.h', needed by `Makefile'. Stop. /usr/bin/make -- NOT OK -- ------------------------------------------------ Bryan Derman http://www.derman.com/ The home of LicenseControl, KMremoteControl, ... ------------------------------------------------ From hilde.rafaelsen at cc.uit.no Tue Jun 14 04:55:44 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 14 Jun 2005 10:55:44 +0200 Subject: [rt-users] Change columns in ticket results Message-ID: Hi, We run RT 3.4 When we click on a queue in quick search a new result page is displayed. We want to change some of the "headings" on this page. We want to delete the Queue and Told column and add some customs fields column we have created. I have not managed to figure out where this "headings" are set. I thought it will be in results.html, but I can't see it. I hope someone can help me here. Hilde ------------------------------------- Hilde Therese Lauvset Rafaelsen IT-avdelingen, Universitetet i Troms? Tlf: +47 77 64 58 01 From pdh at bestpractical.com Tue Jun 14 06:53:45 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 14 Jun 2005 20:53:45 +1000 Subject: [rt-users] Tracking if tickets are billed In-Reply-To: References: Message-ID: <42AEB739.8080507@bestpractical.com> Chad Osmond wrote: > Can I add an additional "status" for the ticket? > Eg. New, Open, Resolved, Billed, Rejected, and Delete? You can define statuses in RT_SiteConfig.pm. Check out RT_Config.pm for details. -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From hilde.rafaelsen at cc.uit.no Tue Jun 14 06:56:14 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 14 Jun 2005 12:56:14 +0200 Subject: [rt-users] Display Ticket history in ticket results window Message-ID: Hi, When we click on a ticket in the "fond X tickets window" we want the ticket history to be displayed in the same window, not open a new window to display the history. I have searhed the results and display files for trying to solve this, but I can't manage it. I hope someone here could tell me. Hilde From JRamon.Alfageme at alhambra-eidos.com Tue Jun 14 08:01:08 2005 From: JRamon.Alfageme at alhambra-eidos.com (=?iso-8859-1?Q?Juan_Ram=F3n_Alfageme_Mata?=) Date: Tue, 14 Jun 2005 14:01:08 +0200 Subject: [rt-users] Re: Change columns in ticket results Message-ID: <635868854FEE3845B2D264D9D0E4017D02272D@ALHM3SRV.alhpridom.as> It's easier than you think, first make a new query with Query builder in RT with the search format you want to use, the click in Advanced option from the menu, you will get two text boxes, first one with the query and second one with the result format. Copy result format and edit /opt/rt3/etc/RT_SiteConfig.pm you need to add if doesn't exist: Set ($DefaultSearchResultFormat, qq{result_format_from_query_builder}); Restart apache and that's all. Juan Ram?n Alfageme Mata. Soporte ICM +34 91 787 23 00 From hilde.rafaelsen at cc.uit.no Tue Jun 14 08:06:00 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 14 Jun 2005 14:06:00 +0200 Subject: SV: [rt-users] Re: Change columns in ticket results Message-ID: Ok, thanks. I just found the Set DefaultSearchResulFormat in RT_Siteconfig.pm and managed to add the fields I wanted to display. Hilde -----Opprinnelig melding----- Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Juan Ram?n Alfageme Mata Sendt: 14. juni 2005 14:01 Til: rt-users at lists.bestpractical.com Emne: [rt-users] Re: Change columns in ticket results It's easier than you think, first make a new query with Query builder in RT with the search format you want to use, the click in Advanced option from the menu, you will get two text boxes, first one with the query and second one with the result format. Copy result format and edit /opt/rt3/etc/RT_SiteConfig.pm you need to add if doesn't exist: Set ($DefaultSearchResultFormat, qq{result_format_from_query_builder}); Restart apache and that's all. Juan Ram?n Alfageme Mata. Soporte ICM +34 91 787 23 00 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From Richard.Ellis at Sun.COM Tue Jun 14 08:38:21 2005 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 14 Jun 2005 13:38:21 +0100 Subject: [rt-users] groups as owners Message-ID: <1118752700.9235.85.camel@sr-egmp02-06> Hi, Is it possible to configure RT so that a group can be the owner of a ticket, instead of allocating a ticket to an indicidual within that group? This is a user request, but I can't see any easy way to make this happen. Thanks Rik From jra at baylink.com Tue Jun 14 10:10:09 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 14 Jun 2005 10:10:09 -0400 Subject: [rt-users] Using RT to track *billable* work In-Reply-To: ; from Jon Daley on Sun, Jun 12, 2005 at 07:49:42AM -0400 References: <425F3BFF.1070707@christianheritageschool.org> Message-ID: <20050614101008.A8260@cgi.jachomes.com> I've made the sale at the small consulting company for which I do most of my work to use RT to keep track of it. And I may have written myself into a corner. :-} The goal, round these here parts, will be to be able not only to track real work time, as it does now, but to be able to enter *billable* time (which, as anyone who's ever billed realizes, isn't always the same thing) as well as hardware sold, and print up a pretty work order at the end of each visit, including everything you hadn't already billed on a workorder number. Parts of it can be dealt with with custom fields, I realize, but I suspect not all, or at least not as cleanly as I'd like. I can see the broad brushstrokes of how I might implement such a thing, but I haven't climbed into the details yet. So: 1) Has anyone already done it? (And yes, I'd like it to integrate well with Asset Tracker as well) 2) If not, does anyone need it? 3) If so, is there anyone who's reasonably accomplished at modifying RT that is interested in working on it with me? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From Ruslan.Zakirov at miet.ru Tue Jun 14 14:13:57 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 14 Jun 2005 22:13:57 +0400 Subject: [rt-users] groups as owners In-Reply-To: <1118752700.9235.85.camel@sr-egmp02-06> References: <1118752700.9235.85.camel@sr-egmp02-06> Message-ID: <42AF1E65.1060105@miet.ru> Richard Ellis wrote: > Hi, > > Is it possible to configure RT so that a group can be the owner of a > ticket, instead of allocating a ticket to an indicidual within that > group? No. > > This is a user request, but I can't see any easy way to make this > happen. > > Thanks > > Rik > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From jra at baylink.com Tue Jun 14 10:12:42 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 14 Jun 2005 10:12:42 -0400 Subject: [rt-users] Using RT to track *billable* work (reposted to unthread) Message-ID: <20050614101242.B8260@cgi.jachomes.com> [ sorry 'bout that ] I've made the sale at the small consulting company for which I do most of my work to use RT to keep track of it. And I may have written myself into a corner. :-} The goal, round these here parts, will be to be able not only to track real work time, as it does now, but to be able to enter *billable* time (which, as anyone who's ever billed realizes, isn't always the same thing) as well as hardware sold, and print up a pretty work order at the end of each visit, including everything you hadn't already billed on a workorder number. Parts of it can be dealt with with custom fields, I realize, but I suspect not all, or at least not as cleanly as I'd like. I can see the broad brushstrokes of how I might implement such a thing, but I haven't climbed into the details yet. So: 1) Has anyone already done it? (And yes, I'd like it to integrate well with Asset Tracker as well) 2) If not, does anyone need it? 3) If so, is there anyone who's reasonably accomplished at modifying RT that is interested in working on it with me? Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From Ruslan.Zakirov at miet.ru Tue Jun 14 14:16:07 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 14 Jun 2005 22:16:07 +0400 Subject: [rt-users] SelfService update for "New ticket" In-Reply-To: <20050610124112.GA26755@it.is.rice.edu> References: <20050610124112.GA26755@it.is.rice.edu> Message-ID: <42AF1EE7.2020804@miet.ru> Please send `diff -u` patch. Kenneth Marshall wrote: > This is a patch to RT-3.4.2 share/html/SelfService/Elements/Tabs > to drop directly to the Create screen if the user only has access > to a single queue. Otherwise the tree of queues will be displayed. > > Ken Marshall > [snip] From Ruslan.Zakirov at miet.ru Tue Jun 14 14:19:04 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 14 Jun 2005 22:19:04 +0400 Subject: [rt-users] Documentation on RT tables In-Reply-To: References: Message-ID: <42AF1F98.3000708@miet.ru> Ahalya_Nathan at mudnebr.com wrote: > > Hi all, > Does anyone have any kind of documentation on the tables present in RT. > There are like 21 tables present.: > 1.Attachments 8.Scrips > 14.ScripActions 20.Attributes > 2.Queues 9.TABLE ACL > 15.Templates 21.sessions > 3.TABLE Links 10.GroupMembers > 16.ObjectCustomFields > 4.Principals 11.CachedGroupMembers > 17. ObjectCustomFieldValues > 5.Groups 12.Users( I am kinda sure > abt this table) 18.CustomFields > 6.ScripConditions 13.Tickets("") > 19.CustomFieldsValues > 7.Transactions > > > After analysing these tables i found that there is no relationship > defined between the tables. There should be some kind of relationship > between tables. If someone can tell me what those relationships are then > it will be of great help. See DBSchema page on the wiki. > > > Regards, > Ahalya Nathan. > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 Jun 14 14:25:54 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Tue, 14 Jun 2005 22:25:54 +0400 Subject: [rt-users] Out of the box configuration guide? Also, importing from Excel? In-Reply-To: References: Message-ID: <42AF2132.8080504@miet.ru> John Kaczala wrote: > > > Hi all, > > > > I?ve been lurking for a few days now and have been doing > some basic RT research on the Wiki and web. I?m hoping to get a full RT > installation up and running here to manage workflow and bug tracking for > our Ops, Customer Service, and Engineering groups. Yesterday the Ops > group set up a pilot Windows box for me with the windows install of RT > and I?m starting to play with it and see what it?ll take to implement > workflow, etc. Once I?m convinced that this is the right tool for us, > they?ll build a ?real? install on a Linux box. > > > > Anyhow, I haven?t found answers to the following questions and am > wondering if anyone can point me in the right direction: > > > > -Is anyone aware of, or does anyone have a guide for basic > RT configuration out of the box, for things such as setting up queues, > groups, etc.? I?m more of a project manager with a basic unix user > background, but not really hardcore unix admin experience (have never > written any Perl either). I?d like to be able to do as much of this all > as I can myself without draining our ops team?s already scarce > resources. From what I see on the Wiki, there?s a lot of info for how > to write scrips, etc. I?m looking for something more along the lines of > discussions/suggestions for how to model the queues. See Rights page on the wiki which has "Public support model" in the "Working schemas". There is also success story was published on the wiki. This story describes how people configured thier RT instance. > > > > -Is there a facility for seeding RT with tickets via an > import function? I?m currently maintaining an Excel spreadsheet with > about a dozen fields that I?d like to bring into RT. I haven?t found > any discussion of importing existing tickets but don?t doubt that > someone else has had this problem and solved it already. I can't suggest something easy. > > > > I?m pretty sure the forthcoming RT book from O?Reilly will answer my > questions, but I need to get this project moving before that comes out. > I thank you all in advance for reading my post and for providing me > with any help that you can. > > > > > -John > From sturner at MIT.EDU Tue Jun 14 10:42:23 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 14 Jun 2005 10:42:23 -0400 Subject: [rt-users] Out of the box configuration guide? Also, importing from Excel? In-Reply-To: Message-ID: <5.2.1.1.2.20050614104118.0232d2c8@po14.mit.edu> At Friday 6/10/2005 02:55 PM, John Kaczala wrote: > -Is there a facility for seeding RT with tickets via an > import function? Im currently maintaining an Excel spreadsheet with > about a dozen fields that Id like to bring into RT. I havent found any > discussion of importing existing tickets but dont doubt that someone else > has had this problem and solved it already. There's the "offline" feature that allows you to upload tickets from a text file. You could perhaps use Excel or something else to get your data into the correct format. Steve From Mike.Dwyer at globalpay.com Tue Jun 14 11:07:08 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Tue, 14 Jun 2005 11:07:08 -0400 Subject: [rt-users] email troubles: [MAILER-DAEMON@qa1-qaserv-01.corp.mycompany.com: Returned mail: see transcript for details] Message-ID: <268A832CA8A26B498920E123E94F497406591666@AT1EX-CL2.corp.globalpay.com> <<< I am a newbie with RT, this is my first time to attempt to set it up. >>> OK, so I have the web interface up and running. I can log in, and most things look good. To test the email I used the command in the ManualInstallation guide, on the machine RT is installed (Fedora3): echo 'hello' | mail -s "Test subject" rt In /etc/aliases I have: # RT rt: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://qaserv_rt/" rt-comment: "|/etc/smrsh/rt-mailgate --queue general --action comment --url http://qaserv_rt/" And what I get is "Returned mail". Now I know this is a configuration issue, I'm just not sure were to start looking. regards, /mike <<< returned email below >>> Subject: [MAILER-DAEMON at qa1-qaserv-01.corp.mycompany.com: Returned mail: see transcript for details] ----- Forwarded message from Mail Delivery Subsystem ----- Date: Mon, 13 Jun 2005 16:22:20 -0400 From: Mail Delivery Subsystem To: root at qa1-qaserv-01.corp.mycompany.com Subject: Returned mail: see transcript for details Auto-Submitted: auto-generated (failure) The original message was received at Mon, 13 Jun 2005 16:22:19 -0400 from root at localhost ----- The following addresses had permanent fatal errors ----- rt (reason: 550 5.1.1 ... User unknown) (expanded from: rt) ----- Transcript of session follows ----- ... while talking to [127.0.0.1]: >>> DATA <<< 550 5.1.1 ... User unknown 550 5.1.1 rt... User unknown <<< 503 5.0.0 Need RCPT (recipient) Reporting-MTA: dns; qa1-qaserv-01.corp.mycompany.com Arrival-Date: Mon, 13 Jun 2005 16:22:19 -0400 Final-Recipient: RFC822; rt at qa1-qaserv-01.corp.mycompany.com Action: failed Status: 5.1.1 Remote-MTA: DNS; [127.0.0.1] Diagnostic-Code: SMTP; 550 5.1.1 ... User unknown Last-Attempt-Date: Mon, 13 Jun 2005 16:22:20 -0400 Date: Mon, 13 Jun 2005 16:22:19 -0400 From: root To: rt Subject: Test subject hello ----- End forwarded message ----- From tmaciak at ci.grand-rapids.mi.us Tue Jun 14 11:27:50 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Tue, 14 Jun 2005 11:27:50 -0400 Subject: [rt-users] Oracle DB connection problem Message-ID: <221C759285B78647AEE6181FD6AF36A710D9A944@bambi.grand-rapids.mi.us> I figured out what the problem was - turns out when I was starting apache as "sudo /etc/init.d/httpd restart" from my own user that the user it was running as under sudo did not have the environment variable set for the oracle library path. I tried this instead: sudo su root export LD_LIBRARY_PATH=/opt/oracle/OraHome1/lib /etc/init.d/httpd restart and it resolved all of my problems! Now RT is running speedily on Oracle at our site. 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: Monday, June 13, 2005 2:41 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Oracle DB connection problem I am getting an error message when I visit my website that has RT running on it. The logs state: Unable to load DBIx::SearchBuilder database handle for 'Oracle'.\nPerhaps you've picked an invalid database type or spelled it incorrectly.\nCan't load '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/Orac le.so' for module DBD::Oracle: libclntsh.so.9.0: cannot open shared object file: No such file or direc tory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm line 230.\n at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild er/Handle/Oracle.pm line 7\nCompilation failed in require at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm l ine 7.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm line 7.\nCompilat ion failed in require at (eval 238) line 1.\nBEGIN failed--compilation aborted at (eval 238) line 1.\nCompilation failed in requi re at /opt/rt3/lib/RT.pm line 164.\n I have not changed any configuration files since last week, and on Thursday/Friday I was able to create the initial database system in my oracle db. Does anyone have any advice on what I might be able to check or try to get this to work right? I do have the DBD::Oracle installed along with working oracle client etc. on this machine. Thanks, TJ -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 14 11:30:41 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 14 Jun 2005 11:30:41 -0400 Subject: [rt-users] Oracle DB connection problem In-Reply-To: <221C759285B78647AEE6181FD6AF36A710D9A944@bambi.grand-rapids.mi.us> References: <221C759285B78647AEE6181FD6AF36A710D9A944@bambi.grand-rapids.mi.us> Message-ID: <42AEF821.4090308@ucrwcu.rwc.uc.edu> Maciak, TJ wrote: > I figured out what the problem was - turns out when I was starting > apache as "sudo /etc/init.d/httpd restart" from my own user that > the user it was running as under sudo did not have the environment > variable set for the oracle library path. > > I tried this instead: > > sudo su root > export LD_LIBRARY_PATH=/opt/oracle/OraHome1/lib > /etc/init.d/httpd restart For future reference, "sudo su - root" would have accomplished the same thing. > > and it resolved all of my problems! Now RT is running speedily on > Oracle at our site. > > 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:* Monday, June 13, 2005 2:41 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Oracle DB connection problem > > I am getting an error message when I visit my website that has RT > running on it. > > The logs state: > > Unable to load DBIx::SearchBuilder database handle for > 'Oracle'.\nPerhaps you've picked an invalid database type or spelled > it incorrectly.\nCan't load > '/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi/auto/DBD/Oracle/Oracle.so' > for module DBD::Oracle: libclntsh.so.9.0: cannot open shared object > file: No such file or direc > tory at /usr/lib/perl5/5.8.5/i386-linux-thread-multi/DynaLoader.pm > line 230.\n at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuild > er/Handle/Oracle.pm line 7\nCompilation failed in require at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm l > ine 7.\nBEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle/Oracle.pm > line 7.\nCompilat > ion failed in require at (eval 238) line 1.\nBEGIN failed--compilation > aborted at (eval 238) line 1.\nCompilation failed in requi > re at /opt/rt3/lib/RT.pm line 164.\n > > I have not changed any configuration files since last week, and on > Thursday/Friday I was able to create the initial database > system in my oracle db. Does anyone have any advice on what I might > be able to check or try to get this to work right? > I do have the DBD::Oracle installed along with working oracle client > etc. on this machine. > > > Thanks, > > TJ > >------------------------------------------------------------------------ > >_______________________________________________ >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 vicki at progeny.com Tue Jun 14 11:32:31 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 14 Jun 2005 10:32:31 -0500 Subject: [rt-users] Notify watchers when ticket moved into their queue Message-ID: <42AEF88F.9030603@progeny.com> Apparently my RT configuration doesn't include notifying the watchers of a queue when a ticket is moved into their queue. They are notified when a ticket is created in their queue. Are there instructions out there somewhere for making RT email watchers when a ticket is moved into their queue? Vicki From bestpractical at daley.snurgle.org Tue Jun 14 11:37:31 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 14 Jun 2005 11:37:31 -0400 (EDT) Subject: [rt-users] email troubles: [MAILER-DAEMON@qa1-qaserv-01.corp.mycompany.com: Returned mail: see transcript for details] In-Reply-To: <268A832CA8A26B498920E123E94F497406591666@AT1EX-CL2.corp.globalpay.com> References: <268A832CA8A26B498920E123E94F497406591666@AT1EX-CL2.corp.globalpay.com> Message-ID: My guess would be that you need to run 'newaliases' or 'sendmail -bi' to update your mail server to see the new changes you have added to the aliases file. On Tue, 14 Jun 2005, Dwyer, Mike # ATLANTA wrote: > In /etc/aliases I have: > # RT > rt: "|/etc/smrsh/rt-mailgate --queue general --action > correspond --url http://qaserv_rt/" > > And what I get is "Returned mail". Now I know this is a configuration > issue, I'm just not sure were to start looking. From juan.mas at gmail.com Tue Jun 14 11:32:44 2005 From: juan.mas at gmail.com (Juan Mas) Date: Tue, 14 Jun 2005 11:32:44 -0400 Subject: [rt-users] Permission Denied message on Mail.pm Message-ID: <7d73da05061408325611e684@mail.gmail.com> Hi all, For some odd reason last night we had a bunch of instances of apache denying access to opt/rt3/lib/RT/Interface/Email.pm giving the following error [Tue Jun 14 12:02:11 2005] [crit]: Permission Denied (/opt/rt3/lib/RT/Interface/Email.pm:719) I noticed the time was off of the log as its not even 12 here. And now, e-mails are working fine. It was just for an 8 hour window last night. Now its completely working fine. There hasnt been any apache restart or anything it just started working again.. any ideas? -- -Juan From jfenal at gmail.com Tue Jun 14 11:38:20 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Tue, 14 Jun 2005 17:38:20 +0200 Subject: [rt-users] Notify watchers when ticket moved into their queue In-Reply-To: <42AEF88F.9030603@progeny.com> References: <42AEF88F.9030603@progeny.com> Message-ID: <40a14bc105061408382c0338ff@mail.gmail.com> 2005/6/14, Vicki Stanfield : > Apparently my RT configuration doesn't include notifying the watchers of > a queue when a ticket is moved into their queue. They are notified when > a ticket is created in their queue. Are there instructions out there > somewhere for making RT email watchers when a ticket is moved into their > queue? Hi list, I have create a global scrip as follows: Description: OnQueueChange Condition: OnQueueChange Action: Notify AdminCCs Template: Global template: Transaction Stage: Disabled BTW, I'm not really sure that I should not use a TransactionCreate Stage... Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From jra at baylink.com Tue Jun 14 12:25:36 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 14 Jun 2005 12:25:36 -0400 Subject: [rt-users] Using RT to track *billable* work (reposted to unthread) In-Reply-To: ; from "G. Matthew Rice" on Tue, Jun 14, 2005 at 12:26:51PM -0400 References: <20050614101242.B8260@cgi.jachomes.com> Message-ID: <20050614122536.F13809@cgi.jachomes.com> On Tue, Jun 14, 2005 at 12:26:51PM -0400, G. Matthew Rice wrote: > "Jay R. Ashworth" writes: > > 1) Has anyone already done it? (And yes, I'd like it to integrate well > > with Asset Tracker as well) > > > > 2) If not, does anyone need it? > > > > 3) If so, is there anyone who's reasonably accomplished at modifying RT > > that is interested in working on it with me? > > Hi Jay, > > I may be interested. The approach that I was planning on taking was to > integrate RT (and Nagios and Asset Tracker and some CRM and ... :) with > Banal: > > http://www.starnix.com/banal/ > > Banal already does things like retainers, billable vs. actual time billing, > half decent PostScript output, etc. > > It has a command line and web interface. The WUI is pretty, erm, > user-unfriendly, though (just raw access to the tables and some canned > reports). Yeah, that's mediocre. And for my environment, it's critical. If I have to marry another entire codebase (it's been about 7 in the last 2 years; I'm getting pretty burned out), it would likely be SQL Ledger, which seems to be picking up pretty good these days... Hmmm... Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From vicki at progeny.com Tue Jun 14 12:27:04 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Tue, 14 Jun 2005 11:27:04 -0500 Subject: [rt-users] Notify watchers when ticket moved into their queue In-Reply-To: <40a14bc105061408382c0338ff@mail.gmail.com> References: <42AEF88F.9030603@progeny.com> <40a14bc105061408382c0338ff@mail.gmail.com> Message-ID: <42AF0558.1010705@progeny.com> J?r?me Fenal wrote: >2005/6/14, Vicki Stanfield : > > >>Apparently my RT configuration doesn't include notifying the watchers of >>a queue when a ticket is moved into their queue. They are notified when >>a ticket is created in their queue. Are there instructions out there >>somewhere for making RT email watchers when a ticket is moved into their >>queue? >> >> > >Hi list, > >I have create a global scrip as follows: >Description: OnQueueChange >Condition: OnQueueChange >Action: Notify AdminCCs >Template: Global template: Transaction >Stage: Disabled > >BTW, I'm not really sure that I should not use a TransactionCreate Stage... > >Regards, > >J. > > > That did it. Thanks. Vicki From matt at starnix.com Tue Jun 14 12:26:51 2005 From: matt at starnix.com (G. Matthew Rice) Date: 14 Jun 2005 12:26:51 -0400 Subject: [rt-users] Using RT to track *billable* work (reposted to unthread) In-Reply-To: <20050614101242.B8260@cgi.jachomes.com> References: <20050614101242.B8260@cgi.jachomes.com> Message-ID: "Jay R. Ashworth" writes: > 1) Has anyone already done it? (And yes, I'd like it to integrate well > with Asset Tracker as well) > > 2) If not, does anyone need it? > > 3) If so, is there anyone who's reasonably accomplished at modifying RT > that is interested in working on it with me? Hi Jay, I may be interested. The approach that I was planning on taking was to integrate RT (and Nagios and Asset Tracker and some CRM and ... :) with Banal: http://www.starnix.com/banal/ Banal already does things like retainers, billable vs. actual time billing, half decent PostScript output, etc. It has a command line and web interface. The WUI is pretty, erm, user-unfriendly, though (just raw access to the tables and some canned reports). Banal is probably better called a Practice Management System. I was going to cut out the ticket/helpdesk stuff from banal and integrate it with RT. If you'd like to talk about it, send me a note. Regards, -- g. matthew rice starnix, toronto, ontario, ca phone: 647.722.5301 x242 gpg id: EF9AAD20 http://www.starnix.com professional linux services & products From robert_marier at mcad.edu Tue Jun 14 13:14:54 2005 From: robert_marier at mcad.edu (Robert Marier) Date: Tue, 14 Jun 2005 12:14:54 -0500 Subject: [rt-users] Attachments - Long Processing Time, Failing Message-ID: <42AF108E.1050806@mcad.edu> I have two file attachment questions to throw out to you all: 1) Has anyone else experienced long processing times with file attachments in RT? - In other words, when you submit a ticket with an attachment (for example, suppose it is a .jpg), does RT take a longer time than expected to process that ticket and to send out a reply? - As the size of the attachment increases, the longer (and by a noticeable difference) RT takes to process the ticket. Even sending a 1MB attachment takes up to a minute for RT to process and send out the auto reply. - RT is all but unusable during this period. 2) I will at times get a message back from RT stating in the subject, "Ticket Creation Failed," with the following text in the body, "Ticket could not be created due to an internal error." If I restart the web server, everything seems to be fine. Any ideas? * Version Information * RT: 3.4.1 Perl: 5.8.4 Apache2: 2.052 Thanks in advance to anyone who can assist. Robert From chuck at rnoc.net Tue Jun 14 13:04:50 2005 From: chuck at rnoc.net (Chuck Colby) Date: Tue, 14 Jun 2005 10:04:50 -0700 Subject: [rt-users] Using RT to track *billable* work (reposted to unthread) In-Reply-To: References: <20050614101242.B8260@cgi.jachomes.com> Message-ID: <200506141004.50231.chuck@rnoc.net> I'd be very interested in seeing RT/BANAL integration. Chuck Colby chuck at rnoc.net On Tuesday 14 June 2005 09:26, G. Matthew Rice wrote: > If you'd like to talk about it, send me a note. From chuck at rnoc.net Tue Jun 14 13:03:21 2005 From: chuck at rnoc.net (Chuck Colby) Date: Tue, 14 Jun 2005 10:03:21 -0700 Subject: [rt-users] Using RT to track *billable* work (reposted to unthread) In-Reply-To: References: <20050614101242.B8260@cgi.jachomes.com> Message-ID: <200506141003.22241.chuck@rnoc.net> On Tuesday 14 June 2005 09:26, G. Matthew Rice wrote: > "Jay R. Ashworth" writes: > > 1) Has anyone already done it? (And yes, I'd like it to integrate well > > with Asset Tracker as well) > > > > 2) If not, does anyone need it? > > > > 3) If so, is there anyone who's reasonably accomplished at modifying RT > > that is interested in working on it with me? > > Hi Jay, > > I may be interested. The approach that I was planning on taking was to > integrate RT (and Nagios and Asset Tracker and some CRM and ... :) with > Banal: > > http://www.starnix.com/banal/ > > Banal already does things like retainers, billable vs. actual time billing, > half decent PostScript output, etc. > > It has a command line and web interface. The WUI is pretty, erm, > user-unfriendly, though (just raw access to the tables and some canned > reports). > > Banal is probably better called a Practice Management System. I was going > to cut out the ticket/helpdesk stuff from banal and integrate it with RT. > > If you'd like to talk about it, send me a note. > > Regards, From Iris.Brookes at tdsecurities.com Tue Jun 14 13:28:15 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Tue, 14 Jun 2005 13:28:15 -0400 Subject: [rt-users] User rights Message-ID: I have a user account with super user privileges that allowed me to see the Configuration tab when logged on. As of yesterday this was active. Today, when I logged on the Configuration tab is no longer available even though the user rights is set to super user under Global. All rights have been granted to this user account under Groups & Queues. Any idea what is wrong? Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 14 15:32:57 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 14 Jun 2005 15:32:57 -0400 Subject: [rt-users] User rights In-Reply-To: References: Message-ID: <42AF30E9.8020403@ucrwcu.rwc.uc.edu> Brookes, Iris wrote: > I have a user account with super user privileges that allowed me to > see the Configuration tab when logged on. As of yesterday this was > active. Today, when I logged on the Configuration tab is no longer > available even though the user rights is set to super user under > Global. All rights have been granted to this user account under Groups > & Queues. If you are using 3.4.x check for ShowConfigTab rights. /Elements/Tabs checks for that right explicitly. -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From bestpractical at daley.snurgle.org Tue Jun 14 15:39:30 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 14 Jun 2005 15:39:30 -0400 (EDT) Subject: [rt-users] email troubles:[MAILER-DAEMON@qa1-qaserv-01.corp.mycompany.com:Returned mail: see transcript for details] In-Reply-To: <268A832CA8A26B498920E123E94F4974065917FD@AT1EX-CL2.corp.globalpay.com> References: <268A832CA8A26B498920E123E94F4974065917FD@AT1EX-CL2.corp.globalpay.com> Message-ID: On Tue, 14 Jun 2005, Dwyer, Mike # ATLANTA wrote: > Where is the RT gateway configured to accept mail being sent to > "rt at qa1-qaserv-01.corp.mycompany.com". I am guessing that I do not have > "qa1-qaserv-01.corp.mycompany.com" set in the right place. Hrm, that seems odd, as I would expect it not to need anything. I don't think RT cares what domain it is, as your mailer takes care of the forwarding, and passes it straight into the executable. Given the error of "no user found", etc. it really seems like a mailer issue, and not an RT issue. Can you add another entry such as: blahblah: root and try to email blahblah and see if it bounces or goes to root? My guess is that it bounces. From ktm at it.is.rice.edu Tue Jun 14 16:06:05 2005 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Tue, 14 Jun 2005 15:06:05 -0500 Subject: [rt-users] Problem with LDAP overlay and 3.4.2 (CurrentUser_Local.pm) Message-ID: <20050614200603.GG19543@it.is.rice.edu> We are using an LDAP server to populate unknown accounts. It works well in 3.2.3, but in 3.4.2 it fails. Here is a sample errorlog: [Tue Jun 14 20:00:52 2005] [error]: Scrip 176 IsApplicable failed: Can't call method "Id" on an undefi ned value at (eval 1862) line 5. Stack: [(eval 1862):5] [/usr/site/rt-3.4/lib/RT/ScripCondition_Overlay.pm:219] [/usr/site/rt-3.4/lib/RT/Scrip_Overlay.pm:438] [/usr/site/rt-3.4/lib/RT/Scrips_Overlay.pm:228] [/usr/site/rt-3.4/lib/RT/Transaction_Overlay.pm:160] [/usr/site/rt-3.4/lib/RT/Record.pm:1421] [/usr/site/rt-3.4/lib/RT/Record.pm:1663] [/usr/site/rt-3.4/lib/RT/Record.pm:1554] [(eval 1838):24] [/usr/site/rt-3.4/lib/RT/ScripAction_Overlay.pm:228] [/usr/site/rt-3.4/lib/RT/Scrip_Overlay.pm:506] [/usr/site/rt-3.4/lib/RT/Scrips_Overlay.pm:191] [/usr/site/rt-3.4/lib/RT/Transaction_Overlay.pm:168] [/usr/site/rt-3.4/lib/RT/Record.pm:1421] [/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:720] [/usr/site/rt-3.4/lib/RT/Interface/Web.pm:386] [/usr/site/rt-3.4/local/html/Ticket/Display.html:103] [/usr/site/rt-3.4/local/html/Ticket/Create.html:289] [/usr/site/rt-3.4/share/html/autohandler:215] (/usr/site/rt-3.4/lib/RT/Condition/UserDefined.pm:67) [Tue Jun 14 20:00:52 2005] [error]: Scrip 40 Commit failed: Can't call method "Id" on an undefined val ue at (eval 1838) line 32. Stack: [(eval 1838):32] [/usr/site/rt-3.4/lib/RT/ScripAction_Overlay.pm:228] [/usr/site/rt-3.4/lib/RT/Scrip_Overlay.pm:506] [/usr/site/rt-3.4/lib/RT/Scrips_Overlay.pm:191] [/usr/site/rt-3.4/lib/RT/Transaction_Overlay.pm:168] [/usr/site/rt-3.4/lib/RT/Record.pm:1421] [/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:720] [/usr/site/rt-3.4/lib/RT/Interface/Web.pm:386] [/usr/site/rt-3.4/local/html/Ticket/Display.html:103] [/usr/site/rt-3.4/local/html/Ticket/Create.html:289] [/usr/site/rt-3.4/share/html/autohandler:215] (/usr/site/rt-3.4/lib/RT/Action/UserDefined.pm:81) [Tue Jun 14 20:00:52 2005] [crit]: RT::Ticket=HASH(0xa466cb4) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:52 2005] [crit]: RT::Ticket=HASH(0xa4b5958) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:52 2005] [crit]: RT::Ticket=HASH(0xa485df4) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:52 2005] [crit]: RT::Ticket=HASH(0xa1fc534) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa2253dc) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa3bc3c8) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa43beac) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa199aa4) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa498314) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa1c7724) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa4ad614) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa22aa20) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa4582d0) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa457970) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa43dc54) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa4aeb34) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa43d270) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa43bea0) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa48df68) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa43d5f4) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa4ad950) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa1d690c) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa27c2e4) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa47f018) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa48df44) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa48f01c) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa466d2c) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa3dcd54) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) [Tue Jun 14 20:00:53 2005] [crit]: RT::Ticket=HASH(0xa49a4f4) tried to load a bogus ticket: 33377 (/usr/site/rt-3.4/lib/RT/Ticket_Overlay.pm:257) [Tue Jun 14 20:00:53 2005] [crit]: RT::Principal=HASH(0xa4a4f40) HasRight called with no valid object (/usr/site/rt-3.4/lib/RT/Principal_Overlay.pm:326) ------- Has anyone seen this problem? Or alternatively has anyone gotten it working with 3.4.2 yet? Ken Marshall From jfenal at gmail.com Tue Jun 14 16:11:48 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Tue, 14 Jun 2005 22:11:48 +0200 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? Message-ID: <40a14bc105061413114668ef79@mail.gmail.com> Hi, just a quick poll to learn how you filter these messages. My own setting includes a postfix server, used on internal network, connected to the very same Exchange 5.5 we saw today on the list. Is it possible to add a hook directly into rt-mailgate to filter incoming mails ? Best regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From bestpractical at daley.snurgle.org Tue Jun 14 16:16:49 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 14 Jun 2005 16:16:49 -0400 (EDT) Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? In-Reply-To: <40a14bc105061413114668ef79@mail.gmail.com> References: <40a14bc105061413114668ef79@mail.gmail.com> Message-ID: I thought you meant - how do you avoid them on this list -- since so many of you like to send out-of-the-office replies to the list. I don't know if you can filter stuff using the "regular" method of modifying the aliases file. If, instead you made an RT user who had a .procmailrc, you could filter stuff easily before sending it on to RT. On Tue, 14 Jun 2005, J?r?me Fenal wrote: > My own setting includes a postfix server, used on internal network, > connected to the very same Exchange 5.5 we saw today on the list. > > Is it possible to add a hook directly into rt-mailgate to filter > incoming mails ? From rcrews at intercall.com Tue Jun 14 15:26:06 2005 From: rcrews at intercall.com (Crews, Richie ) Date: Tue, 14 Jun 2005 15:26:06 -0400 Subject: [rt-users] Custom Scrip questions Message-ID: <645E843601D6794AAE483E681B25CB0371D72E@icwpex102.icallinc.com> Is it possible to create a custom scrip that will check when a ticket is submitted by 4 specific users for CCs and if a specific CC is not on that ticket they created to add the CC to the ticket? Richie Crews Team Lead of Unix Systems and Technologies Red Hat Certified Engineer Email: rcrews at intercall.com Cell: (706) 773 - 3436 Desk: (706) 634 - 3681 Fax: (706) 634 - 3831 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ahalya_Nathan at mudnebr.com Tue Jun 14 16:42:05 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Tue, 14 Jun 2005 15:42:05 -0500 Subject: [rt-users] Insertion in databases In-Reply-To: <20050611030609.GB22936@bestpractical.com> Message-ID: Hi all, Can anyone tell me the program in RT,doing the insertion and update for the Queues table in the database. Any suggestions are welcome. Regards, Ahalya Nathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From jalgermissen at topicmapping.com Tue Jun 14 16:46:34 2005 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Tue, 14 Jun 2005 22:46:34 +0200 Subject: [rt-users] Insertion in databases In-Reply-To: References: Message-ID: On Jun 14, 2005, at 10:42 PM, Ahalya_Nathan at mudnebr.com wrote: > > Hi all, > Can anyone tell me the program in RT,doing the insertion and update > for the Queues table in the database. Any suggestions are welcome. Follow the inheritance chain all the way up. You'll get to the DBIx module (not part of RT) but required. If you are just looking for a data base handle, I think you can do this with RT::Record IIRC. I think it has a dbh() method that gives you the underlying DBI database handle. HTH, Jan > > > Regards, > Ahalya Nathan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com ________________________________________________________________________ ____________________ Jan Algermissen, Consultant & Programmer http://jalgermissen.com Tugboat Consulting, 'Applying Web technology to enterprise IT' http://www.tugboat.de From todd at chaka.net Tue Jun 14 16:34:12 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 14 Jun 2005 16:34:12 -0400 Subject: [rt-users] Giving a group the ability to modify CF ACLs??? Message-ID: <20050614203412.GM953@chaka.net> I have a group that I want to be able to modify the ACLs associated with a custom field. The problem is that RT::ACE::Create looks for the right ModifyACL on the object (RT::CustomField), but the RT interface doesn't give the ability to grant that right on a per CF level. What am I doing wrong? -Todd From sturner at MIT.EDU Tue Jun 14 17:06:35 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 14 Jun 2005 17:06:35 -0400 Subject: [rt-users] Giving a group the ability to modify CF ACLs??? In-Reply-To: <20050614203412.GM953@chaka.net> Message-ID: <5.2.1.1.2.20050614170526.023fac10@po14.mit.edu> At Tuesday 6/14/2005 04:34 PM, Todd Chapman wrote: >I have a group that I want to be able to modify the ACLs >associated with a custom field. The problem is that >RT::ACE::Create looks for the right ModifyACL on the >object (RT::CustomField), but the RT interface doesn't >give the ability to grant that right on a per CF level. > >What am I doing wrong? > >-Todd There's an open bug on this at fsck.com (#6645). I outlined a solution but haven't had a chance to work on it yet. Steve From todd at chaka.net Tue Jun 14 16:50:40 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 14 Jun 2005 16:50:40 -0400 Subject: [rt-users] Giving a group the ability to modify CF ACLs??? In-Reply-To: <5.2.1.1.2.20050614170526.023fac10@po14.mit.edu> References: <20050614203412.GM953@chaka.net> <5.2.1.1.2.20050614170526.023fac10@po14.mit.edu> Message-ID: <20050614205040.GN3051@chaka.net> On Tue, Jun 14, 2005 at 05:06:35PM -0400, Stephen Turner wrote: > At Tuesday 6/14/2005 04:34 PM, Todd Chapman wrote: > >I have a group that I want to be able to modify the ACLs > >associated with a custom field. The problem is that > >RT::ACE::Create looks for the right ModifyACL on the > >object (RT::CustomField), but the RT interface doesn't > >give the ability to grant that right on a per CF level. > > > >What am I doing wrong? > > > >-Todd > > There's an open bug on this at fsck.com (#6645). I outlined a solution but > haven't had a chance to work on it yet. > > Steve Good to know. To fix the ModifyACL problem I just created CustomFiels_Local.pm with this content: package RT::CustomField; no warnings qw(redefine); $RT::CustomField::RIGHTS->{ModifyACL} = 'Modify Access Control List'; From seph at directionless.org Tue Jun 14 23:08:55 2005 From: seph at directionless.org (seph) Date: Tue, 14 Jun 2005 23:08:55 -0400 Subject: [rt-users] Re: Deleting attachments from Tickets using the Web UI In-Reply-To: (dev.crash@gmail.com's message of "Tue, 14 Jun 2005 14:10:12 +1000") References: Message-ID: > Does anyone know of how to remove attachments from tickets once they > enter RT using the Web UI, or how to custom code this?. I have > tickets coming through with attachments that are change request forms > that need to be updated eg: different revisions of the same file and > change managers are asking if they can just delete the attached file > and re-add. I don't think you can. Part of the model is that history is history, and as such cannot be changed. Is the information that's changing something that could move to custom fields? seph From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 14 23:30:01 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 14 Jun 2005 23:30:01 -0400 Subject: [rt-users] User rights In-Reply-To: References: Message-ID: <20050614233001.ntg6v6kgkk8g888g@ucrwcu.rwc.uc.edu> Quoting "Brookes, Iris" : > It's there. > > I've been assigned to install and evaluate RT as a potential helpdesk app. I > had a number of test tickets and wanted to cleanup the db so I deleted all > entries from tickets, transactions, attachments, objectcustomfieldvalues, > cachedgroupmembers tables. I also delete groups where domain like > 'RT::Ticket-Role'. After removing the records, I no longer have access to the > Configuration tab. I deleted my groups and queues and rebuild them assigning > the same rights as before. Doesn't work. Go to where you untarred the RT package and do make drop-database make setup-database See if that corrects the problems. You may have munged the rights if you were deleting out of the database by hand. DB ps, don't forget to CC the list on your replies os others can give input. > > Iris > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Tuesday, June 14, 2005 3:33 PM > To: Brookes, Iris; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] User rights > > > > > Brookes, Iris wrote: > > > I have a user account with super user privileges that allowed me to > > see the Configuration tab when logged on. As of yesterday this was > > active. Today, when I logged on the Configuration tab is no longer > > available even though the user rights is set to super user under > > Global. All rights have been granted to this user account under Groups > > & Queues. > > > If you are using 3.4.x check for ShowConfigTab rights. /Elements/Tabs > checks for that right explicitly. > > -- > Drew Barnes > Applications Analyst > Raymond Walters College > University of Cincinnati > From pdh at bestpractical.com Wed Jun 15 01:00:03 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Wed, 15 Jun 2005 15:00:03 +1000 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? In-Reply-To: References: <40a14bc105061413114668ef79@mail.gmail.com> Message-ID: <42AFB5D3.50107@bestpractical.com> Jon Daley wrote: > I thought you meant - how do you avoid them on this list -- since so > many of you like to send out-of-the-office replies to the list. And just as a side note: persistent offenders may find themselves unsubscribed. People, please, don't set autoresponders that reply to list traffic. It's not polite. > I don't know if you can filter stuff using the "regular" method of > modifying the aliases file. If, instead you made an RT user who had a > .procmailrc, you could filter stuff easily before sending it on to RT. rt: "|/usr/bin/procmail -t -m /etc/procmailrc.rt general correspond" rt-comment: "|/usr/bin/procmail -t -m /etc/procmailrc.rt general comment" then just fill in /etc/procmailrc.rt, which does any filtering you like, and finishes up with :0w | /path/to/rt-mailgate --queue $1 --action $2 --url http://your.rt.box/ There are many possibilities. :-) -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pponte at netcabo.pt Wed Jun 15 03:57:14 2005 From: pponte at netcabo.pt (Pedro Ponte) Date: Wed, 15 Jun 2005 08:57:14 +0100 Subject: [rt-users] Trouble with RHEL 4 and installing FastCgi Message-ID: I' trying to install and I'm following the step-by-step road book at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide My problem is with compiling the 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 when I try to execute "make" a get the error: "Makefile:12: /etc/httpd/build/special.mk: no such file or directory Make: *** No rule to make target '/etc/build/special.mk'. Stop. " I have the httpd-devel installed, do I have to do any other step?? Please I need some help on this. Best regards Pedro Ponte pponte at netcabo.pt TV Cabo Portugal Direccao de Rede e Servicos IP Tel. +351215002139 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3045 bytes Desc: not available URL: From glas at hollomey.com Wed Jun 15 04:51:40 2005 From: glas at hollomey.com (Georg Glas) Date: Wed, 15 Jun 2005 10:51:40 +0200 Subject: [rt-users] BUG in Build.html RT3.4.1 Message-ID: <200506151051.40250.glas@hollomey.com> Hello all, I am running into a problem when setting up a query and deleting some of the clauses. If i click on the Quicksearch Elements i get the following clause: 1. Queue = xxxx 2. AND 3. Status = 'open' 4. OR Status = 'new' Within the searchbuilder i try to delete the Line 4, Line 3, i cannot delete the BOOLEAN AND in Line 2 without problems: error: Can't call method "getParent" on an undefined value at /usr/local/share/request-tracker3.4/html/mySoIS/Search/Build.html line 432, line 177. context: ... 428: } 429: } 430: elsif ( $ARGS{"DeleteClause"} ) { 431: if (@current_values) { 432: $_->getParent()->removeChild($_) for @current_values; 433: } 434: else { 435: push( @actions, [ loc("error: nothing to delete"), -1 ] ); 436: } ... code stack: /usr/share/request-tracker3.4/html/Search/Build.html:432 /usr/share/request-tracker3.4/html/autohandler:215 -- Georg Glas From hilde.rafaelsen at cc.uit.no Wed Jun 15 05:33:43 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Wed, 15 Jun 2005 11:33:43 +0200 Subject: [rt-users] Open links in same window Message-ID: Hi, Does anybody know how I can tell RT to open a link in the same window? I tried to add target="_blank" in a but that didn't work. My problem is that when I am in the ticketlist window an click a ticket, I want the ticket history to be displyed on the same page under the ticketlist. I tried to configure DefaultSearcResultFormat with a target="_blank". Please help me someone. I'm really stucked here. Hilde From JoopvandeWege at mococo.nl Wed Jun 15 06:46:47 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 15 Jun 2005 12:46:47 +0200 Subject: [rt-users] Using RT to track *billable* work (reposted to unthread) In-Reply-To: <20050614200640.A6EF84D8174@diesel.bestpractical.com> References: <20050614200640.A6EF84D8174@diesel.bestpractical.com> Message-ID: <20050615124217.B295.JOOPVANDEWEGE@mococo.nl> On Tue, 14 Jun 2005 16:06:40 -0400 (EDT) rt-users-request at lists.bestpractical.com wrote: > "Jay R. Ashworth" writes: > > 1) Has anyone already done it? (And yes, I'd like it to integrate well > > with Asset Tracker as well) > > > > 2) If not, does anyone need it? > > > > 3) If so, is there anyone who's reasonably accomplished at modifying RT > > that is interested in working on it with me? > > Hi Jay, > > I may be interested. The approach that I was planning on taking was to > integrate RT (and Nagios and Asset Tracker and some CRM and ... :) with > Banal: > > http://www.starnix.com/banal/ Another that might be more easily understood and modified: http://www.achievo.org They have a demo and extending the system is indeed a matter of a couple of lines per module, ofcourse depending on how you want to add, only drawback might be that it is written in PHP and not Perl. My plans are, partly implemented in both Achievo and RT, to integrate RT and Achievo and so have a tight integration between project managment/projects and problems/tickets/assets/documentation. Feel free to ask about Achievo and what my plans are. Joop -- Joop van de Wege From harrison at itrd.gov Wed Jun 15 08:48:24 2005 From: harrison at itrd.gov (William Harrison) Date: Wed, 15 Jun 2005 08:48:24 -0400 Subject: [rt-users] Trouble with RHEL 4 and installing FastCgi Message-ID: <01A46D03C041D64798A18E5A14947AC311951E@NCOEXCHANGE.itrd.gov> Are you positive you have httpd-devel installed? Because the error sounds like its looking for files in the http-devel build directories... Are you using RHEL4? If not, the httpd directories are in a different place, and you'll have to alter the top_dir statement of the Makefile. Try doing a locate special.mk and see where it reports the file to be... it should report it as being in /usr/lib/httpd/build, which is symlinked to /etc/httpd/build... -----Original Message----- From: Pedro Ponte [mailto:pponte at netcabo.pt] Sent: Wednesday, June 15, 2005 3:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Trouble with RHEL 4 and installing FastCgi I' trying to install and I'm following the step-by-step road book at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide My problem is with compiling the 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 when I try to execute "make" a get the error: "Makefile:12: /etc/httpd/build/special.mk: no such file or directory Make: *** No rule to make target '/etc/build/special.mk'. Stop. " I have the httpd-devel installed, do I have to do any other step?? Please I need some help on this... Best regards Pedro Ponte pponte at netcabo.pt TV Cabo Portugal Direccao de Rede e Servicos IP Tel. +351215002139 -------------- next part -------------- An HTML attachment was scrubbed... URL: From prlawrence at Lehigh.EDU Wed Jun 15 09:42:52 2005 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Wed, 15 Jun 2005 09:42:52 -0400 Subject: [rt-users] "wrangler" role or group Message-ID: I created one "wrangler" group for each queue we have. Whenever a new ticket is created in a queue, that queue's wrangler group gets notified. Neat! BUT... I need some of our *unprivileged* clients to be wranglers too. I tried to add them to wrangler groups, but it seems unprivileged users cannot belong to groups. What should I do? I know that unprivileged users can belong to Roles such as CC, so perhaps I need to make a wrangler role for each queue? Or are roles "off-limits" for modifications, or am I just totally barking up the wrong tree? Thanks, Phil From Iris.Brookes at tdsecurities.com Wed Jun 15 10:09:59 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Wed, 15 Jun 2005 10:09:59 -0400 Subject: [rt-users] User rights Message-ID: If I drop the db then I'll loose all of my data (i.e. users, groups, queues, custom fields, templates, scrips, etc.) I thought there maybe an easier way around this problem. Anymore ideas before I drop the db? Iris -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Tuesday, June 14, 2005 11:30 PM To: Brookes, Iris Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] User rights Quoting "Brookes, Iris" : > It's there. > > I've been assigned to install and evaluate RT as a potential helpdesk app. I > had a number of test tickets and wanted to cleanup the db so I deleted all > entries from tickets, transactions, attachments, objectcustomfieldvalues, > cachedgroupmembers tables. I also delete groups where domain like > 'RT::Ticket-Role'. After removing the records, I no longer have access to the > Configuration tab. I deleted my groups and queues and rebuild them assigning > the same rights as before. Doesn't work. Go to where you untarred the RT package and do make drop-database make setup-database See if that corrects the problems. You may have munged the rights if you were deleting out of the database by hand. DB ps, don't forget to CC the list on your replies os others can give input. > > Iris > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Tuesday, June 14, 2005 3:33 PM > To: Brookes, Iris; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] User rights > > > > > Brookes, Iris wrote: > > > I have a user account with super user privileges that allowed me to > > see the Configuration tab when logged on. As of yesterday this was > > active. Today, when I logged on the Configuration tab is no longer > > available even though the user rights is set to super user under > > Global. All rights have been granted to this user account under Groups > > & Queues. > > > If you are using 3.4.x check for ShowConfigTab rights. /Elements/Tabs > checks for that right explicitly. > > -- > Drew Barnes > Applications Analyst > Raymond Walters College > University of Cincinnati > From jjesse at ftpb.com Wed Jun 15 10:12:29 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Wed, 15 Jun 2005 10:12:29 -0400 Subject: [rt-users] Re-occurring Task/tickets Message-ID: <1118844749.9184.16.camel@localhost.localdomain> Is there a way in RT to create Re-occurring tasks in RT? For example, every Patch Tuesday I need to test the patches and then approve them for release via Windows Software Update Services (WSUS). So I would like a task created and then due on the next Patch Tuesday. Is this possible? Another example would be dealing w/ my vulnerability scans, I need to go in, look at the management reports, print them up and then go about solving any new issues. This happens at a set schedule. From james at jolt.co.uk Wed Jun 15 09:53:36 2005 From: james at jolt.co.uk (James Davis) Date: Wed, 15 Jun 2005 14:53:36 +0100 Subject: [rt-users] non-root user and scrips Message-ID: <42B032E0.7090703@jolt.co.uk> I've run into a problem adding myself and an additional queue to an existing RT installation I've started to use. Whilst the queue works fine for the root user, and all global scrips are executed correctly, when logged into RT as myself ('james') none of the global scrips are executed and replies aren't sent to requesters even though they are when logged in as the root user. Any ideas what I might be doing wrong? James From tim_wilson at hopkins.k12.mn.us Wed Jun 15 10:47:39 2005 From: tim_wilson at hopkins.k12.mn.us (Tim Wilson) Date: Wed, 15 Jun 2005 09:47:39 -0500 Subject: [rt-users] Re-occurring Task/tickets In-Reply-To: <1118844749.9184.16.camel@localhost.localdomain> References: <1118844749.9184.16.camel@localhost.localdomain> Message-ID: On Jun 15, 2005, at 9:12 AM, Jonathan Jesse wrote: > Is there a way in RT to create Re-occurring tasks in RT? For example, > every Patch Tuesday I need to test the patches and then approve > them for > release via Windows Software Update Services (WSUS). So I would > like a > task created and then due on the next Patch Tuesday. This sounds like a job for cron. At the most basic level you could just have cron generate the ticket via email. That wouldn't let you set the due date though. I'm sure you could write a script that utilizes the RT API to do it and then run that from cron. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 blog: http://technosavvy.org From phil.labonte at transcore.com Wed Jun 15 11:16:14 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 15 Jun 2005 11:16:14 -0400 Subject: [rt-users] Re-occurring Task/tickets Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501583A9D@torex1.tcore.com> Why not just put that into either your task scheduler or on your exchange/mail client? That does not sound like something for RT? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan Jesse Sent: Wednesday, June 15, 2005 10:12 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Re-occurring Task/tickets Is there a way in RT to create Re-occurring tasks in RT? For example, every Patch Tuesday I need to test the patches and then approve them for release via Windows Software Update Services (WSUS). So I would like a task created and then due on the next Patch Tuesday. Is this possible? Another example would be dealing w/ my vulnerability scans, I need to go in, look at the management reports, print them up and then go about solving any new issues. This happens at a set schedule. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From rt-lists at ieinternet.com Wed Jun 15 11:23:31 2005 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Wed, 15 Jun 2005 16:23:31 +0100 Subject: [rt-users] Re-occurring Task/tickets In-Reply-To: References: <1118844749.9184.16.camel@localhost.localdomain> Message-ID: <1118849010.3294.15.camel@turing> On Wed, 2005-06-15 at 15:47, Tim Wilson wrote: > On Jun 15, 2005, at 9:12 AM, Jonathan Jesse wrote: > > > Is there a way in RT to create Re-occurring tasks in RT? For example, > > every Patch Tuesday I need to test the patches and then approve > > them for > > release via Windows Software Update Services (WSUS). So I would > > like a > > task created and then due on the next Patch Tuesday. > > This sounds like a job for cron. At the most basic level you could > just have cron generate the ticket via email. That wouldn't let you > set the due date though. I'm sure you could write a script that > utilizes the RT API to do it and then run that from cron. > > -Tim You shouldn't need to use API just to set the due date. The CLI tool can do this. Use a script to generate the ticket content into a text file including the due=01/01/2006 field then pipe it into the CLI with something like cat mynewticket.txt | rt -i You'll need to set a couple environment variables in your script first - from memory they are RTUSER, RTPASSWD and RTSERVER - which is the URL to your RT instance. I think the CLI has some built in help. - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From evan at mtvn.com Wed Jun 15 11:20:20 2005 From: evan at mtvn.com (Rappaport, Evan) Date: Wed, 15 Jun 2005 11:20:20 -0400 Subject: [rt-users] Re-occurring Task/tickets Message-ID: <2C970140D4F23248A43FDED8B85C9593013C6310@DISMISSED.mtvn.ad.viacom.com> Just use the RT CLI from cron. Example Crontab Line to open a ticket to change backup tapes every Friday at 9:00AM. 0 9 * * 5 /opt/rt3/bin/rt create -t ticket set status=new subject='Change Backup Tape' owner='bob' queue='Backups' requestors='bob at mycompany.com' admincc='boss at mycompany.com' priority='99' Or if you have special fields, you can use the api to open tickets. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Tim Wilson Sent: Wednesday, June 15, 2005 10:48 AM To: Jonathan Jesse Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re-occurring Task/tickets On Jun 15, 2005, at 9:12 AM, Jonathan Jesse wrote: > Is there a way in RT to create Re-occurring tasks in RT? For example, > every Patch Tuesday I need to test the patches and then approve them > for release via Windows Software Update Services (WSUS). So I would > like a task created and then due on the next Patch Tuesday. This sounds like a job for cron. At the most basic level you could just have cron generate the ticket via email. That wouldn't let you set the due date though. I'm sure you could write a script that utilizes the RT API to do it and then run that from cron. -Tim -- Timothy Wilson Technology Integration Specialist Hopkins ISD #270, Hopkins, MN, USA ph: 952.988.4103 fax: 952.988.4311 blog: http://technosavvy.org _______________________________________________ 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 tsuter at cait.org Wed Jun 15 12:05:24 2005 From: tsuter at cait.org (Tim Suter) Date: Wed, 15 Jun 2005 11:05:24 -0500 Subject: [rt-users] rt2-to-rt3-1.23 script problems. Message-ID: <1118851524.12864.19.camel@localhost.localdomain> Modified the rt-2.0-to-dumpfile after following the instructions in the README and after Drew clarified some stuff (thanks Drew!). The ONLY two lines I modified according to the instructions were the 'use libs' directives. Following is the output when I tried to run rt-2.0-to-dumpfile: confused:~/rt2-rt3/rt2-to-rt3-1.23# sh rt-2.0-to-dumpfile /root/rt2- rt3/rt2dump/ rt-2.0-to-dumpfile: use: command not found rt-2.0-to-dumpfile: $: command not found rt-2.0-to-dumpfile: =: command not found rt-2.0-to-dumpfile: my: command not found rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" unless ($export_dir_base);' I didn't think the following would make that much of a difference, but I did it anyway.... confused:~/rt2-rt3/rt2-to-rt3-1.23# sh ./rt-2.0-to-dumpfile /root/rt2- rt3/rt2dump/ ./rt-2.0-to-dumpfile: use: command not found ./rt-2.0-to-dumpfile: $: command not found ./rt-2.0-to-dumpfile: =: command not found ./rt-2.0-to-dumpfile: my: command not found ./rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' ./rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" unless ($export_dir_base);' Anyone have the above issues? I am trying to rt-2.0-to-dumpfile from a Debian(sarge) RT 2.0.13/Perl 5.6 install. I will then 'want' to dumpfile-to-rt-3.0 to a RHEL4 RT 3.2.3/Perl 5.8 install on a different box. Is it caused by Perl 5.6? In what I am trying to do, what issues should I look out for when I do dumpfile-to-rt-3.0? Thanks, Tim Suter From phil.labonte at transcore.com Wed Jun 15 12:08:09 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 15 Jun 2005 12:08:09 -0400 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501583AB3@torex1.tcore.com> Not sure what you mean here: "My own setting includes a postfix server, used on internal network, connected to the very same Exchange 5.5 we saw today on the list." -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of J?r?me Fenal Sent: Tuesday, June 14, 2005 4:12 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? Hi, just a quick poll to learn how you filter these messages. My own setting includes a postfix server, used on internal network, connected to the very same Exchange 5.5 we saw today on the list. Is it possible to add a hook directly into rt-mailgate to filter incoming mails ? Best regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.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 barnesaw at ucrwcu.rwc.uc.edu Wed Jun 15 12:25:45 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 15 Jun 2005 12:25:45 -0400 Subject: [rt-users] rt2-to-rt3-1.23 script problems. In-Reply-To: <1118851524.12864.19.camel@localhost.localdomain> References: <1118851524.12864.19.camel@localhost.localdomain> Message-ID: <42B05689.3050607@ucrwcu.rwc.uc.edu> Tim Suter wrote: >Modified the rt-2.0-to-dumpfile after following the instructions in the >README and after Drew clarified some stuff (thanks Drew!). The ONLY two >lines I modified according to the instructions were the 'use libs' >directives. > >Following is the output when I tried to run rt-2.0-to-dumpfile: > >confused:~/rt2-rt3/rt2-to-rt3-1.23# sh rt-2.0-to-dumpfile /root/rt2- >rt3/rt2dump/ >rt-2.0-to-dumpfile: use: command not found >rt-2.0-to-dumpfile: $: command not found >rt-2.0-to-dumpfile: =: command not found >rt-2.0-to-dumpfile: my: command not found >rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' >rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" >unless ($export_dir_base);' > > Try perl rt-2.0-to-dumpfile /root/rt2-rt3/rt2dump/ >I didn't think the following would make that much of a difference, but I >did it anyway.... > >confused:~/rt2-rt3/rt2-to-rt3-1.23# sh ./rt-2.0-to-dumpfile /root/rt2- >rt3/rt2dump/ >./rt-2.0-to-dumpfile: use: command not found >./rt-2.0-to-dumpfile: $: command not found >./rt-2.0-to-dumpfile: =: command not found >./rt-2.0-to-dumpfile: my: command not found >./rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' >./rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" >unless ($export_dir_base);' > >Anyone have the above issues? > >I am trying to rt-2.0-to-dumpfile from a Debian(sarge) RT 2.0.13/Perl >5.6 install. I will then 'want' to dumpfile-to-rt-3.0 to a RHEL4 RT >3.2.3/Perl 5.8 install on a different box. > >Is it caused by Perl 5.6? In what I am trying to do, what issues should >I look out for when I do dumpfile-to-rt-3.0? > >Thanks, > >Tim Suter > >_______________________________________________ >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 tsuter at cait.org Wed Jun 15 13:36:56 2005 From: tsuter at cait.org (Tim Suter) Date: Wed, 15 Jun 2005 12:36:56 -0500 Subject: [rt-users] rt2-to-rt3-1.23 script problems. In-Reply-To: <42B05689.3050607@ucrwcu.rwc.uc.edu> References: <1118851524.12864.19.camel@localhost.localdomain> <42B05689.3050607@ucrwcu.rwc.uc.edu> Message-ID: <1118857016.12864.36.camel@localhost.localdomain> Thanks again, Drew! On Wed, 2005-06-15 at 12:25 -0400, Drew Barnes wrote: > > Tim Suter wrote: > > >Modified the rt-2.0-to-dumpfile after following the instructions in the > >README and after Drew clarified some stuff (thanks Drew!). The ONLY two > >lines I modified according to the instructions were the 'use libs' > >directives. > > > >Following is the output when I tried to run rt-2.0-to-dumpfile: > > > >confused:~/rt2-rt3/rt2-to-rt3-1.23# sh rt-2.0-to-dumpfile /root/rt2- > >rt3/rt2dump/ > >rt-2.0-to-dumpfile: use: command not found > >rt-2.0-to-dumpfile: $: command not found > >rt-2.0-to-dumpfile: =: command not found > >rt-2.0-to-dumpfile: my: command not found > >rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' > >rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" > >unless ($export_dir_base);' > > > > > Try perl rt-2.0-to-dumpfile /root/rt2-rt3/rt2dump/ > > > >I didn't think the following would make that much of a difference, but I > >did it anyway.... > > > >confused:~/rt2-rt3/rt2-to-rt3-1.23# sh ./rt-2.0-to-dumpfile /root/rt2- > >rt3/rt2dump/ > >./rt-2.0-to-dumpfile: use: command not found > >./rt-2.0-to-dumpfile: $: command not found > >./rt-2.0-to-dumpfile: =: command not found > >./rt-2.0-to-dumpfile: my: command not found > >./rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' > >./rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" > >unless ($export_dir_base);' > > > >Anyone have the above issues? > > > >I am trying to rt-2.0-to-dumpfile from a Debian(sarge) RT 2.0.13/Perl > >5.6 install. I will then 'want' to dumpfile-to-rt-3.0 to a RHEL4 RT > >3.2.3/Perl 5.8 install on a different box. > > > >Is it caused by Perl 5.6? In what I am trying to do, what issues should > >I look out for when I do dumpfile-to-rt-3.0? > > > >Thanks, > > > >Tim Suter > > > >_______________________________________________ > >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 Wed Jun 15 13:49:20 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 15 Jun 2005 12:49:20 -0500 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? In-Reply-To: <42AFB5D3.50107@bestpractical.com> References: <40a14bc105061413114668ef79@mail.gmail.com> <42AFB5D3.50107@bestpractical.com> Message-ID: <1118857760.32101.49.camel@moola.futuresource.com> On Wed, 2005-06-15 at 00:00, Phil Homewood wrote: > rt: "|/usr/bin/procmail -t -m /etc/procmailrc.rt general correspond" > rt-comment: "|/usr/bin/procmail -t -m /etc/procmailrc.rt general comment" > > then just fill in /etc/procmailrc.rt, which does any filtering you like, > and finishes up with > > :0w > | /path/to/rt-mailgate --queue $1 --action $2 --url http://your.rt.box/ > > There are many possibilities. :-) Part of the problem is: what do you do with ones that need human intervention? Especially if you are doing customer support, it is almost impossible to automatically filter everything correctly. If anyone is working on an enhancement in this area, it would be nice to have an internal filtering mechanism that would drop questionable emails into a holding queue that would require manual approval before passing into the real queue and forwarding on to the admincc watchers. The mailman mail list manager has something similar with a reasonable set of options to control the filtering. I've even considered setting up a mailman list as the visible mail alias target with the RT gateway as the only list member but didn't want to deal with the extra header-munging that would happen. This would be especially useful in combination with an email system that has already inserted 'spam-score' header from a scan before delivery. -- Les Mikesell les at futuresource.com From KevinSonney at zumiez.com Wed Jun 15 13:59:14 2005 From: KevinSonney at zumiez.com (Kevin Sonney) Date: Wed, 15 Jun 2005 10:59:14 -0700 Subject: [rt-users] Extract Custom Field and 3.4.2 Message-ID: Everybody, Has anyone been able to get ExtractCustomFieldValues working with RT 3.4.2? I currently have a fresh install of 3.4.2 with ExtractCustomFieldsValues1.2b1 but am having problems getting the parsing to work. Below is my global scrip and template, I have a CustomField "testcf" that has been applied to queue "Test." Template Name: TemplateParseCustom Template Body: testcf|body|.*|q Scrip Name: ScripParseCustom Scrip Condition: On Create Scrip Action: Extract Custom Field Values Scrip Template: TemplateParseCustom Scrip Stage : TransactionCreate My RT config is: Mysql 4.0.21 standard Perl 5.8.3 Apache with ModPerl2 Thanks in advance. Kevin Sonney -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Jun 15 14:40:08 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 15 Jun 2005 14:40:08 -0400 Subject: [rt-users] BUG in Build.html RT3.4.1 In-Reply-To: <200506151051.40250.glas@hollomey.com> References: <200506151051.40250.glas@hollomey.com> Message-ID: <20050615184008.GG23242@bestpractical.com> Already fixed for 3.4.3. (Try the prerelease?) On Wed, Jun 15, 2005 at 10:51:40AM +0200, Georg Glas wrote: > Hello all, > > I am running into a problem when setting up a query and deleting some of the > clauses. > > If i click on the Quicksearch Elements i get the following clause: > > 1. Queue = xxxx > 2. AND > 3. Status = 'open' > 4. OR Status = 'new' > > Within the searchbuilder i try to delete the Line 4, Line 3, i cannot delete > the BOOLEAN AND in Line 2 without problems: > > error: Can't call method "getParent" on an undefined value > at /usr/local/share/request-tracker3.4/html/mySoIS/Search/Build.html > line 432, line 177. > > context: ... > 428: } > 429: } > 430: elsif ( $ARGS{"DeleteClause"} ) { > 431: if (@current_values) { > 432: $_->getParent()->removeChild($_) for @current_values; > 433: } > 434: else { > 435: push( @actions, [ loc("error: nothing to delete"), -1 ] ); > 436: } > ... > > code stack: /usr/share/request-tracker3.4/html/Search/Build.html:432 > /usr/share/request-tracker3.4/html/autohandler:215 > > -- > Georg Glas > _______________________________________________ > 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 daley.snurgle.org Wed Jun 15 15:15:46 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Wed, 15 Jun 2005 15:15:46 -0400 (EDT) Subject: [rt-users] Open links in same window In-Reply-To: References: Message-ID: _blank is exactly NOT what you want: http://www.htmlcodetutorial.com/linking/_A_TARGET_95y98y108y97y110y107y.html It sounds like you want to make your own frame, and open the ticket inside that, and not in the same window. I believe the default is to open in the "same" window, ie. replacing the contents of the current window with the ticket information. On Wed, 15 Jun 2005, Hilde T Lauvset Rafaelsen wrote: > Does anybody know how I can tell RT to open a link in the same window? I > tried to add target="_blank" in a but that didn't work. > > My problem is that when I am in the ticketlist window an click a ticket, > I want the ticket history to be displyed on the same page under the > ticketlist. > > I tried to configure DefaultSearcResultFormat with a target="_blank". From graham.dunn at leitch.com Wed Jun 15 15:25:27 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Wed, 15 Jun 2005 15:25:27 -0400 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? In-Reply-To: <1118857760.32101.49.camel@moola.futuresource.com> References: <40a14bc105061413114668ef79@mail.gmail.com> <42AFB5D3.50107@bestpractical.com> <1118857760.32101.49.camel@moola.futuresource.com> Message-ID: <42B080A7.5050903@leitch.com> Les Mikesell wrote: > On Wed, 2005-06-15 at 00:00, Phil Homewood wrote: > > >>rt: "|/usr/bin/procmail -t -m /etc/procmailrc.rt general correspond" >>rt-comment: "|/usr/bin/procmail -t -m /etc/procmailrc.rt general comment" >> >>then just fill in /etc/procmailrc.rt, which does any filtering you like, >>and finishes up with >> >>:0w >>| /path/to/rt-mailgate --queue $1 --action $2 --url http://your.rt.box/ >> >>There are many possibilities. :-) > > > Part of the problem is: what do you do with ones that need human > intervention? Especially if you are doing customer support, it is > almost impossible to automatically filter everything correctly. > If anyone is working on an enhancement in this area, it would be > nice to have an internal filtering mechanism that would drop > questionable emails into a holding queue that would require manual > approval before passing into the real queue and forwarding on to > the admincc watchers. The mailman mail list manager has something > similar with a reasonable set of options to control the filtering. > I've even considered setting up a mailman list as the visible > mail alias target with the RT gateway as the only list member > but didn't want to deal with the extra header-munging that would > happen. This would be especially useful in combination with an > email system that has already inserted 'spam-score' header from > a scan before delivery. > We handle this as follows: Mail traverses spamassassin on our mail gateway (getting the appropriate X-Spam-Flag if spam), and ends up at our RT server, where /etc/mail/aliases contains: tikreq: "|/usr/local/bin/procmail -a general -a correspond" tikreq-comment: "|/usr/local/bin/procmail -a general -a comment" DesktopSupport: "|/usr/local/bin/procmail -a DesktopSupport -a correspond" DesktopSupport-comment: "|/usr/local/bin/procmail -a DesktopSupport -a comment" etc for various queues. /usr/local/etc/procmailrc contains VERBOSE=no LOGABSTRACT=yes LOGFILE=/var/log/procmail.log QUEUE="$1" ACTION="$2" :0 { :0 * ^X-Spam-Flag: YES |/usr/local/rt3/bin/rt-mailgate --queue tsube --action $ACTION --url http://tikreq.inscriber.local/ :0 |/usr/local/rt3/bin/rt-mailgate --queue $QUEUE --action $ACTION --url http://tikreq.inscriber.local/ } So X-Spam-Flag: Yes'd mail gets shunted into a special queue for review. Graham From tsuter at cait.org Wed Jun 15 15:37:33 2005 From: tsuter at cait.org (Tim Suter) Date: Wed, 15 Jun 2005 14:37:33 -0500 Subject: [rt-users] rt2-to-rt3-1.23 script problems. In-Reply-To: <1118851524.12864.19.camel@localhost.localdomain> References: <1118851524.12864.19.camel@localhost.localdomain> Message-ID: <1118864253.12864.44.camel@localhost.localdomain> OK....export finally finished. Had near 25,000 tickets to export....but it's done. Now, I am to the dumpfile-to-rt-3.0 configuration part. Their is only one 'use lib' line in there pointing to /opt/rt3/lib which happens to be where my libraries are. Should I add one or edit the existing one telling dumpfile-to-rt-3.0 where the rt2dump is? Tim On Wed, 2005-06-15 at 11:05 -0500, Tim Suter wrote: > Modified the rt-2.0-to-dumpfile after following the instructions in the > README and after Drew clarified some stuff (thanks Drew!). The ONLY two > lines I modified according to the instructions were the 'use libs' > directives. > > Following is the output when I tried to run rt-2.0-to-dumpfile: > > confused:~/rt2-rt3/rt2-to-rt3-1.23# sh rt-2.0-to-dumpfile /root/rt2- > rt3/rt2dump/ > rt-2.0-to-dumpfile: use: command not found > rt-2.0-to-dumpfile: $: command not found > rt-2.0-to-dumpfile: =: command not found > rt-2.0-to-dumpfile: my: command not found > rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' > rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" > unless ($export_dir_base);' > > I didn't think the following would make that much of a difference, but I > did it anyway.... > > confused:~/rt2-rt3/rt2-to-rt3-1.23# sh ./rt-2.0-to-dumpfile /root/rt2- > rt3/rt2dump/ > ./rt-2.0-to-dumpfile: use: command not found > ./rt-2.0-to-dumpfile: $: command not found > ./rt-2.0-to-dumpfile: =: command not found > ./rt-2.0-to-dumpfile: my: command not found > ./rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' > ./rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" > unless ($export_dir_base);' > > Anyone have the above issues? > > I am trying to rt-2.0-to-dumpfile from a Debian(sarge) RT 2.0.13/Perl > 5.6 install. I will then 'want' to dumpfile-to-rt-3.0 to a RHEL4 RT > 3.2.3/Perl 5.8 install on a different box. > > Is it caused by Perl 5.6? In what I am trying to do, what issues should > I look out for when I do dumpfile-to-rt-3.0? > > Thanks, > > Tim Suter > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jfenal at gmail.com Wed Jun 15 15:59:58 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Wed, 15 Jun 2005 21:59:58 +0200 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501583AB3@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501583AB3@torex1.tcore.com> Message-ID: <40a14bc1050615125940bdf318@mail.gmail.com> 2005/6/15, Labonte, Phil : > Not sure what you mean here: > > "My own setting includes a postfix server, used on internal network, > connected to the very same Exchange 5.5 we saw today on the list." We saw today an 'Out of Office' message on the list. It was coming from an Exchange 5.5 server, as I have to use where I work. But my RT server is on a Linux machine, using postfix to receive/send messages. It was just a matter of completeness. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From hilde.rafaelsen at cc.uit.no Wed Jun 15 16:32:09 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Wed, 15 Jun 2005 22:32:09 +0200 Subject: [rt-users] Open links in same window Message-ID: Hi, You are absolutely right, target=_blank is not what I really want. Neither is target="_mainframe". I don't know how to solve it. But what I want is to display the ticket history below the ticket list, also both in the same window. Hilde -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Jon Daley Sent: Wed 6/15/2005 9:15 PM To: rt-users at lists.bestpractical.com Cc: Subject: Re: [rt-users] Open links in same window _blank is exactly NOT what you want: http://www.htmlcodetutorial.com/linking/_A_TARGET_95y98y108y97y110y107y.html It sounds like you want to make your own frame, and open the ticket inside that, and not in the same window. I believe the default is to open in the "same" window, ie. replacing the contents of the current window with the ticket information. On Wed, 15 Jun 2005, Hilde T Lauvset Rafaelsen wrote: > Does anybody know how I can tell RT to open a link in the same window? I > tried to add target="_blank" in a but that didn't work. > > My problem is that when I am in the ticketlist window an click a ticket, > I want the ticket history to be displyed on the same page under the > ticketlist. > > I tried to configure DefaultSearcResultFormat with a target="_blank". _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From glasser at bestpractical.com Wed Jun 15 17:15:47 2005 From: glasser at bestpractical.com (David Glasser) Date: Wed, 15 Jun 2005 17:15:47 -0400 Subject: [rt-users] Permission Denied message on Mail.pm In-Reply-To: <7d73da05061408325611e684@mail.gmail.com> References: <7d73da05061408325611e684@mail.gmail.com> Message-ID: On Jun 14, 2005, at 11:32 AM, Juan Mas wrote: > For some odd reason last night we had a bunch of instances of apache > denying access to opt/rt3/lib/RT/Interface/Email.pm giving the > following error > > [Tue Jun 14 12:02:11 2005] [crit]: Permission Denied > (/opt/rt3/lib/RT/Interface/Email.pm:719) > > I noticed the time was off of the log as its not even 12 here. And > now, e-mails are working fine. It was just for an 8 hour window last > night. Now its completely working fine. There hasnt been any apache > restart or anything it just started working again.. any ideas? Juan, This means that some operation that RT is performing on line 719 of RT/Interface/Email.pm is having a "Permission Denied" error, not that RT cannot access that file itself. Unfortunately you didn't mention what version of RT you have installed, so it's tough to figure out exactly what RT is trying to do on that line. --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Wed Jun 15 17:17:35 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 15 Jun 2005 17:17:35 -0400 Subject: [rt-users] rt2-to-rt3-1.23 script problems. In-Reply-To: <1118864253.12864.44.camel@localhost.localdomain> References: <1118851524.12864.19.camel@localhost.localdomain> <1118864253.12864.44.camel@localhost.localdomain> Message-ID: <42B09AEF.7050800@ucrwcu.rwc.uc.edu> Tim Suter wrote: >OK....export finally finished. Had near 25,000 tickets to export....but >it's done. > >Now, I am to the dumpfile-to-rt-3.0 configuration part. Their is only >one 'use lib' line in there pointing to /opt/rt3/lib which happens to be >where my libraries are. Should I add one or edit the existing one >telling dumpfile-to-rt-3.0 where the rt2dump is? > > No need to edit anything for that (as I read your question). Just execute perl dumpfile-to-rt-3.0 DIRNAME where DIRNAME is the rt2dump directory >Tim > >On Wed, 2005-06-15 at 11:05 -0500, Tim Suter wrote: > > >>Modified the rt-2.0-to-dumpfile after following the instructions in the >>README and after Drew clarified some stuff (thanks Drew!). The ONLY two >>lines I modified according to the instructions were the 'use libs' >>directives. >> >>Following is the output when I tried to run rt-2.0-to-dumpfile: >> >>confused:~/rt2-rt3/rt2-to-rt3-1.23# sh rt-2.0-to-dumpfile /root/rt2- >>rt3/rt2dump/ >>rt-2.0-to-dumpfile: use: command not found >>rt-2.0-to-dumpfile: $: command not found >>rt-2.0-to-dumpfile: =: command not found >>rt-2.0-to-dumpfile: my: command not found >>rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' >>rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" >>unless ($export_dir_base);' >> >>I didn't think the following would make that much of a difference, but I >>did it anyway.... >> >>confused:~/rt2-rt3/rt2-to-rt3-1.23# sh ./rt-2.0-to-dumpfile /root/rt2- >>rt3/rt2dump/ >>./rt-2.0-to-dumpfile: use: command not found >>./rt-2.0-to-dumpfile: $: command not found >>./rt-2.0-to-dumpfile: =: command not found >>./rt-2.0-to-dumpfile: my: command not found >>./rt-2.0-to-dumpfile: line 11: syntax error near unexpected token `($' >>./rt-2.0-to-dumpfile: line 11: `die "You must specify an export dir" >>unless ($export_dir_base);' >> >>Anyone have the above issues? >> >>I am trying to rt-2.0-to-dumpfile from a Debian(sarge) RT 2.0.13/Perl >>5.6 install. I will then 'want' to dumpfile-to-rt-3.0 to a RHEL4 RT >>3.2.3/Perl 5.8 install on a different box. >> >>Is it caused by Perl 5.6? In what I am trying to do, what issues should >>I look out for when I do dumpfile-to-rt-3.0? >> >>Thanks, >> >>Tim Suter >> >>_______________________________________________ >>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 Iris.Brookes at tdsecurities.com Wed Jun 15 17:21:18 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Wed, 15 Jun 2005 17:21:18 -0400 Subject: [rt-users] User rights Message-ID: I found a work around to this problem..... I deleted the 3 superuser accounts (not root of course) and recreated them assigning superuser rights. All is well. Thanks. Iris -----Original Message----- From: Brookes, Iris Sent: Wednesday, June 15, 2005 10:10 AM To: 'Andrew.Barnes at uc.edu' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] User rights If I drop the db then I'll loose all of my data (i.e. users, groups, queues, custom fields, templates, scrips, etc.) I thought there maybe an easier way around this problem. Anymore ideas before I drop the db? Iris -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Tuesday, June 14, 2005 11:30 PM To: Brookes, Iris Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] User rights Quoting "Brookes, Iris" : > It's there. > > I've been assigned to install and evaluate RT as a potential helpdesk app. I > had a number of test tickets and wanted to cleanup the db so I deleted all > entries from tickets, transactions, attachments, objectcustomfieldvalues, > cachedgroupmembers tables. I also delete groups where domain like > 'RT::Ticket-Role'. After removing the records, I no longer have access to the > Configuration tab. I deleted my groups and queues and rebuild them assigning > the same rights as before. Doesn't work. Go to where you untarred the RT package and do make drop-database make setup-database See if that corrects the problems. You may have munged the rights if you were deleting out of the database by hand. DB ps, don't forget to CC the list on your replies os others can give input. > > Iris > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Tuesday, June 14, 2005 3:33 PM > To: Brookes, Iris; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] User rights > > > > > Brookes, Iris wrote: > > > I have a user account with super user privileges that allowed me to > > see the Configuration tab when logged on. As of yesterday this was > > active. Today, when I logged on the Configuration tab is no longer > > available even though the user rights is set to super user under > > Global. All rights have been granted to this user account under Groups > > & Queues. > > > If you are using 3.4.x check for ShowConfigTab rights. /Elements/Tabs > checks for that right explicitly. > > -- > Drew Barnes > Applications Analyst > Raymond Walters College > University of Cincinnati > From kevinr at bestpractical.com Wed Jun 15 18:41:25 2005 From: kevinr at bestpractical.com (Kevin Riggle) Date: Wed, 15 Jun 2005 18:41:25 -0400 Subject: [rt-users] Announcing RT::Extension::ExtractSubjectTagOnTransaction Message-ID: <20050615224125.GB5649@bestpractical.com> Best Practical released a new RT extension with the succinct name of RT::Extension::ExtractSubjectTagOnTransaction to CPAN today. (This is the extension Jesse referred to in http://gossamer-threads.com/lists/rt/users/45080) As explained in the README, it is by default configured to look for the tags of other RT instances in e-mail and add them to the subject line of the ticket they refer to, allowing you to keep tickets synchronized across instances. It is also able to extract arbitrary subject tags via two configuration directives, so it should be useful to synchronize with other systems, such as network monitoring systems, which use e-mail. RT::Extension::ExtractSubjectTagOnTransaction should be available from your favorite CPAN mirror or at http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransaction-0.01/ Full useage instructions are provided in the distribution's README. - Kevin -- Kevin Riggle Best Practical Solutions, LLC From jra at baylink.com Wed Jun 15 19:02:48 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 15 Jun 2005 19:02:48 -0400 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? In-Reply-To: <42AFB5D3.50107@bestpractical.com>; from Phil Homewood on Wed, Jun 15, 2005 at 03:00:03PM +1000 References: <40a14bc105061413114668ef79@mail.gmail.com> <42AFB5D3.50107@bestpractical.com> Message-ID: <20050615190248.F16587@cgi.jachomes.com> On Wed, Jun 15, 2005 at 03:00:03PM +1000, Phil Homewood wrote: > Jon Daley wrote: > > I thought you meant - how do you avoid them on this list -- since so > > many of you like to send out-of-the-office replies to the list. > > And just as a side note: persistent offenders may find themselves > unsubscribed. People, please, don't set autoresponders that reply to > list traffic. It's not polite. A reminder: much as we old *nix hands would like to think it, not ever end-user *has control* over how stupid their vacation daemon is. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From les at futuresource.com Wed Jun 15 19:29:10 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 15 Jun 2005 18:29:10 -0500 Subject: [rt-users] Open links in same window In-Reply-To: References: Message-ID: <1118878150.8284.1.camel@moola.futuresource.com> On Wed, 2005-06-15 at 15:32, Hilde T Lauvset Rafaelsen wrote: > Hi, > > You are absolutely right, target=_blank is not what I really want. Neither is target="_mainframe". I don't know how to solve it. But what I want is to display the ticket history below the ticket list, also both in the same window. Iframes are the generic way to get another link inline in the same page: http://www.htmlcodetutorial.com/frames/_IFRAME.html but I'm not sure how to do that in DefaultSearcResultFormat. -- Les Mikesell les at futuresource.com From marc at tiosky.net Wed Jun 15 19:38:57 2005 From: marc at tiosky.net (Marc A. Runkel) Date: Wed, 15 Jun 2005 16:38:57 -0700 Subject: [rt-users] Help, I've forgotten all my perl knowledge Message-ID: <0E9B82BD39F14D4FB8BADB8CED81744F0A0CF0@tio-mail.tiosky.com> I'm trying to write a scrip that will add a user as a 2nd requestor to any email that comes in from a particular domain. So I have: Condition: On Create Action: User Defined Template: Global Blank Stage: TransactionCreate In preparation code I have: my $requestor_address = $self->TicketObj->RequestorAddresses; my $domain = "domain.com"; # If the user is from domain.com but NOT the manager, do the magic. if ( $requestor_address =~ /$domain/i && $requestor_address !~ /'manager at domain.com'/i ) { return 1; } else { return 0; } In action cleanup code I have: my $Reqlist = $self->TicketObj->Requestor; my $user = RT::User->new($RT::SystemUser); $user->LoadByEmail('manager at domain.com'); $Reqlist->AddMember($user->Id); But it doesn't work. What I am missing? What am I doing wrong? If this works, will it also send an e-mail to the manager? Basically, any request from this email domain, I want the manager to be able to view, control, add, and stay in the loop. Is there an easier way to do this for a non-priviledge user? M. From Mike.Dwyer at globalpay.com Wed Jun 15 21:04:17 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Wed, 15 Jun 2005 21:04:17 -0400 Subject: [rt-users] multiple logins Message-ID: <268A832CA8A26B498920E123E94F4974065DE2BC@AT1EX-CL2.corp.globalpay.com> I am betting this has come up in the past. So I now have my DNS set properly, I can use the DNS entry to get to RT. I then login, but then anytime I change menu location I am forced to login again. The ServerName in my VirtualHost matches the DNS entry and the URL I am using. I have UseCanonicalName set to off I am betting it is something I forgot to change in RT_SiteConfig.pm that acts like a base name for links. Suggestions ....... /mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From tsuter at cait.org Wed Jun 15 21:06:50 2005 From: tsuter at cait.org (Tim Suter) Date: Wed, 15 Jun 2005 20:06:50 -0500 Subject: [rt-users] recent developments Message-ID: <1118884010.15954.0.camel@localhost.localdomain> This is my latest output from my rt2 to rt3 import. ?????????????????????????????????????????????????????? ?????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????? ???????????????????????????????????????????????????????????????????????? ? And it just stops there.... It doesn't tell me it's completed or anything.... Tim Suter From pdh at bestpractical.com Wed Jun 15 21:37:40 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 16 Jun 2005 11:37:40 +1000 Subject: [rt-users] Help, I've forgotten all my perl knowledge In-Reply-To: <0E9B82BD39F14D4FB8BADB8CED81744F0A0CF0@tio-mail.tiosky.com> References: <0E9B82BD39F14D4FB8BADB8CED81744F0A0CF0@tio-mail.tiosky.com> Message-ID: <42B0D7E4.4000200@bestpractical.com> Marc A. Runkel wrote: > my $Reqlist = $self->TicketObj->Requestor; > > my $user = RT::User->new($RT::SystemUser); > $user->LoadByEmail('manager at domain.com'); > > $Reqlist->AddMember($user->Id); $self->TicketObj->AddWatcher(Type => 'Requestor', Email => 'manager at domain.com'); -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From rt-users at rock-tnsc.com Wed Jun 15 22:33:17 2005 From: rt-users at rock-tnsc.com (Felix Zhu) Date: Thu, 16 Jun 2005 10:33:17 +0800 Subject: [rt-users] Scrip can't find requestors In-Reply-To: <42B076E8.1030308@rice.edu> References: <4231FAC7.3050504@ece.cmu.edu> <42323E61.20006@rice.edu> <42AFE636.6030406@rock-tnsc.com> <42B076E8.1030308@rice.edu> Message-ID: <42B0E4ED.906@rock-tnsc.com> But I really want the auto-reply to send to the requestor even if he is the actor while a ticket is being created. Because I need him know that he has successful send his request to our system, and give him the ticket No. so that he can query us by using this number at any time. Regards, Felix Rick Russell wrote: >Felix Zhu wrote: > > >>Think about this: If I really want RT to send an auto-reply to requestor >>when a ticket is being created, but I don't want any other reply to send >>to the person who performs an update(reply and comment), because they >>already know what they've done. >>How can I do this? >> >> > >That's standard behavior. The Auto-Reply actions will always send, while >the Notify actions will check the identity of the actor and only send to >people other than the actor. > >Rick R. > > From rickr at rice.edu Wed Jun 15 23:05:20 2005 From: rickr at rice.edu (Rick Russell) Date: Wed, 15 Jun 2005 22:05:20 -0500 Subject: [rt-users] Scrip can't find requestors In-Reply-To: <42B0E4ED.906@rock-tnsc.com> References: <4231FAC7.3050504@ece.cmu.edu> <42323E61.20006@rice.edu> <42AFE636.6030406@rock-tnsc.com> <42B076E8.1030308@rice.edu> <42B0E4ED.906@rock-tnsc.com> Message-ID: <42B0EC70.2070003@rice.edu> Felix Zhu wrote: > But I really want the auto-reply to send to the requestor even if he is > the actor while a ticket is being created. At the risk of repeating myself, _Auto-Reply actions will always send_, regardless of the Notify Actor setting. Assuming you've set up RT to Autoreply to Requestors on Create, your requestors will get the e-mail. Seriously, I just did it myself. Default behavior is to autoreply to the requestor. Rick R. I said: >>That's standard behavior. The Auto-Reply actions will always send, while >>the Notify actions will check the identity of the actor and only send to ... -- For computer help, call xHELP (x4357 or 713-348-4357) On the web: http://helpdesk.rice.edu/ -- Rick Russell Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -- OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 From rickr at rice.edu Wed Jun 15 23:14:39 2005 From: rickr at rice.edu (Rick Russell) Date: Wed, 15 Jun 2005 22:14:39 -0500 Subject: [rt-users] SelfService update for "New ticket" In-Reply-To: <42AF1EE7.2020804@miet.ru> References: <20050610124112.GA26755@it.is.rice.edu> <42AF1EE7.2020804@miet.ru> Message-ID: <42B0EE9F.9050601@rice.edu> Ruslan U. Zakirov wrote: > Please send `diff -u` patch. Since Ken is Real Busy getting our RT 3.4 installation up and running, I'll post his diff: Kenneth Marshall wrote: >This is a patch to RT-3.4.2 share/html/SelfService/Elements/Tabs >to drop directly to the Create screen if the user only has access >to a single queue. Otherwise the tree of queues will be displayed. >Ken Marshall diff -u share/html/SelfService/Elements/Tabs local/html/SelfService/Elements/Tabs --- share/html/SelfService/Elements/Tabs 2005-05-02 12:25:35.000000000 -0500 +++ local/html/SelfService/Elements/Tabs 2005-06-10 07:36:06.000000000 -0500 @@ -52,6 +52,18 @@ &> <%INIT> +my $queues = RT::Queues->new($session{'CurrentUser'}); +$queues->UnLimit; + +my $queue_count = 0; +my $queue_id = 1; + +while (my $queue = $queues->Next) { + next unless $queue->CurrentUserHasRight('CreateTicket'); + $queue_id = $queue->id; + $queue_count++; + last if ($queue_count > 1); +} if ($Title) { $Title = loc ("RT Self Service") . " / " . $Title; @@ -65,11 +77,19 @@ }, B => { title => loc('Closed tickets'), path => 'SelfService/Closed.html', - }, - C => { title => loc('New ticket'), - path => 'SelfService/CreateTicketInQueue.html' - } + } }; + +if ($queue_count > 1) { + $tabs->{C} = { title => loc('New ticket'), + path => 'SelfService/CreateTicketInQueue.html' + }; +} else { + $tabs->{C} = { title => loc('New ticket'), + path => 'SelfService/Create.html?Queue=' . $queue_id + }; +} + if ($session{'CurrentUser'}->HasRight( Right => 'ModifySelf', Object => $RT::System )) { $tabs->{Z} = { title => loc('Preferences'), -- For computer help, call xHELP (x4357 or 713-348-4357) On the web: http://helpdesk.rice.edu/ -- Rick Russell Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -- OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 254 bytes Desc: OpenPGP digital signature URL: From rickr at rice.edu Wed Jun 15 23:18:38 2005 From: rickr at rice.edu (Rick Russell) Date: Wed, 15 Jun 2005 22:18:38 -0500 Subject: [rt-users] Help, I've forgotten all my perl knowledge In-Reply-To: <0E9B82BD39F14D4FB8BADB8CED81744F0A0CF0@tio-mail.tiosky.com> References: <0E9B82BD39F14D4FB8BADB8CED81744F0A0CF0@tio-mail.tiosky.com> Message-ID: <42B0EF8E.1080007@rice.edu> Marc A. Runkel wrote: > Basically, any request from this email domain, I want the manager to be > able to view, control, add, and stay in the loop. Create a Queue for these tickets, write a script that routes the tickets to that queue (or route them at creation using command-line options to RT), and make the manager a queue watcher, and give him or her privileges on that queue as required. -- For computer help, call xHELP (x4357 or 713-348-4357) On the web: http://helpdesk.rice.edu/ -- Rick Russell Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -- OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 From dan+rt-users-list at dan.tulsa.ok.us Thu Jun 16 02:06:47 2005 From: dan+rt-users-list at dan.tulsa.ok.us (Dan Fulbright) Date: Thu, 16 Jun 2005 01:06:47 -0500 Subject: [rt-users] NotifyActor ignored for Notify Owner In-Reply-To: <42A7CBF0.8070205@dan.tulsa.ok.us> References: <42A7CBF0.8070205@dan.tulsa.ok.us> Message-ID: <42B116F7.6050207@dan.tulsa.ok.us> Dan Fulbright (on rt-users) wrote: > When I "Take" a ticket, I get an e-mail that says, for example: > > Transaction: Given to supportguy by supportguy > > The problem is, I'm supportguy, so I know I just gave the ticket to > myself. I have this variable unchanged from the default: > > Set($NotifyActor, 0); OK, I figured this one out on my own, based on something I found on the rt-devel list. My e-mail address has a + (plus sign) in it. That messed up the regular expressions in lib/RT/Action/Notify.pm: if ($RT::NotifyActor) { @{ $self->{'To'} } = @To; @{ $self->{'Cc'} } = @Cc; @{ $self->{'Bcc'} } = @Bcc; } else { @{ $self->{'To'} } = grep ( !/^$creator$/, @To ); @{ $self->{'Cc'} } = grep ( !/^$creator$/, @Cc ); @{ $self->{'Bcc'} } = grep ( !/^$creator$/, @Bcc ); } I fixed this by changing the quoting $creator in the regexps with \Q: @{ $self->{'To'} } = grep ( !/^\Q$creator\E$/, @To ); @{ $self->{'Cc'} } = grep ( !/^\Q$creator\E$/, @Cc ); @{ $self->{'Bcc'} } = grep ( !/^\Q$creator\E$/, @Bcc ); I'm cross-posting this to the devel list, so someone can tell me if I did something I shouldn't have. I'm using RT 3.4.1. --df From lmuzanenhamo at nust.ac.zw Thu Jun 16 04:07:51 2005 From: lmuzanenhamo at nust.ac.zw (Lawrence Muzanenhamo) Date: Thu, 16 Jun 2005 10:07:51 +0200 Subject: [rt-users] Apache issues Message-ID: <20050616081010.7E8FE4D80BE@diesel.bestpractical.com> Hi I am installing RT3 on RedHat Linux 9.0. Everything was going just fine until I get to the stage where I configure the web server. When I restart httpd I get the following error: Can't locate object method "menu_item" via package "Apache::Status" at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 686.!Compilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 149.!Compilation failed in require at (eval 6) line 1.! [Thu Jun 16 10:03:35 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rtserver:0, exiting...! Any ideas on how to go around this one?? Muza -------------- next part -------------- An HTML attachment was scrubbed... URL: From pponte at netcabo.pt Thu Jun 16 04:31:42 2005 From: pponte at netcabo.pt (Pedro Ponte) Date: Thu, 16 Jun 2005 09:31:42 +0100 Subject: [rt-users] Trouble with RHEL 4 and installing FastCgi In-Reply-To: <01A46D03C041D64798A18E5A14947AC311951E@NCOEXCHANGE.itrd.gov> Message-ID: What if the locate special.mk hasn't found anything? I'm using RHEL 4, and I executed rpm -qa grep httpd and I got: httpd-manual-2.0.52-12.ent httpd-suexec-2.0.52-12.ent httpd-2.0.52-12.ent system-config-httpd-1.3.1-1 And from this command a can be sure that the http-devel is installed right? Or it is not installed? Best regards Pedro Ponte pponte at netcabo.pt TV Cabo Portugal Direccao de Rede e Servicos IP Tel. +351215002139 _____ From: William Harrison [mailto:harrison at itrd.gov] Sent: quarta-feira, 15 de Junho de 2005 13:48 To: Pedro Ponte Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Trouble with RHEL 4 and installing FastCgi Are you positive you have httpd-devel installed? Because the error sounds like its looking for files in the http-devel build directories... Are you using RHEL4? If not, the httpd directories are in a different place, and you'll have to alter the top_dir statement of the Makefile. Try doing a locate special.mk and see where it reports the file to be... it should report it as being in /usr/lib/httpd/build, which is symlinked to /etc/httpd/build... -----Original Message----- From: Pedro Ponte [mailto:pponte at netcabo.pt] Sent: Wednesday, June 15, 2005 3:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Trouble with RHEL 4 and installing FastCgi I' trying to install and I'm following the step-by-step road book at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide My problem is with compiling the 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 when I try to execute "make" a get the error: "Makefile:12: /etc/httpd/build/special.mk: no such file or directory Make: *** No rule to make target '/etc/build/special.mk'. Stop. " I have the httpd-devel installed, do I have to do any other step?? Please I need some help on this. Best regards Pedro Ponte pponte at netcabo.pt TV Cabo Portugal Direccao de Rede e Servicos IP Tel. +351215002139 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3045 bytes Desc: not available URL: From pdh at bestpractical.com Thu Jun 16 04:31:58 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Thu, 16 Jun 2005 18:31:58 +1000 Subject: [rt-users] Apache issues In-Reply-To: <20050616081010.7E8FE4D80BE@diesel.bestpractical.com> References: <20050616081010.7E8FE4D80BE@diesel.bestpractical.com> Message-ID: <42B138FE.5020803@bestpractical.com> Lawrence Muzanenhamo wrote: > I am installing RT3 on RedHat Linux 9.0. Everything was going just fine > until I get to the stage where I configure the web server. When I > restart httpd I get the following error: Did you follow the instructions in the README for ensuring all the dependencies were met? > Can't locate object method "menu_item" via package "Apache::Status" at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pponte at netcabo.pt Thu Jun 16 06:42:49 2005 From: pponte at netcabo.pt (Pedro Ponte) Date: Thu, 16 Jun 2005 11:42:49 +0100 Subject: [rt-users] Trouble with RHEL 4 and installing FastCgi In-Reply-To: Message-ID: Never mind that! I've successfully installed it (http-devel. :-))! And I have successfully installed RT! Thank you all Best regards, Pedro Ponte pponte at netcabo.pt TV Cabo Portugal Direccao de Rede e Servicos IP Tel. +351215002139 _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Pedro Ponte Sent: quinta-feira, 16 de Junho de 2005 9:32 To: 'William Harrison' Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Trouble with RHEL 4 and installing FastCgi What if the locate special.mk hasn't found anything? I'm using RHEL 4, and I executed rpm -qa grep httpd and I got: httpd-manual-2.0.52-12.ent httpd-suexec-2.0.52-12.ent httpd-2.0.52-12.ent system-config-httpd-1.3.1-1 And from this command a can be sure that the http-devel is installed right? Or it is not installed? Best regards Pedro Ponte pponte at netcabo.pt TV Cabo Portugal Direccao de Rede e Servicos IP Tel. +351215002139 _____ From: William Harrison [mailto:harrison at itrd.gov] Sent: quarta-feira, 15 de Junho de 2005 13:48 To: Pedro Ponte Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Trouble with RHEL 4 and installing FastCgi Are you positive you have httpd-devel installed? Because the error sounds like its looking for files in the http-devel build directories... Are you using RHEL4? If not, the httpd directories are in a different place, and you'll have to alter the top_dir statement of the Makefile. Try doing a locate special.mk and see where it reports the file to be... it should report it as being in /usr/lib/httpd/build, which is symlinked to /etc/httpd/build... -----Original Message----- From: Pedro Ponte [mailto:pponte at netcabo.pt] Sent: Wednesday, June 15, 2005 3:57 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Trouble with RHEL 4 and installing FastCgi I' trying to install and I'm following the step-by-step road book at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide My problem is with compiling the 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 when I try to execute "make" a get the error: "Makefile:12: /etc/httpd/build/special.mk: no such file or directory Make: *** No rule to make target '/etc/build/special.mk'. Stop. " I have the httpd-devel installed, do I have to do any other step?? Please I need some help on this. Best regards Pedro Ponte pponte at netcabo.pt TV Cabo Portugal Direccao de Rede e Servicos IP Tel. +351215002139 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3045 bytes Desc: not available URL: From pape-rt at inf.fu-berlin.de Thu Jun 16 06:56:35 2005 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 16 Jun 2005 12:56:35 +0200 Subject: [rt-users] Extract Custom Field and 3.4.2 In-Reply-To: References: Message-ID: Hello, --Am 15. Juni 2005 10:59:14 -0700 schrieb Kevin Sonney : > Has anyone been able to get ExtractCustomFieldValues working with RT > 3.4.2? > > I currently have a fresh install of 3.4.2 with > ExtractCustomFieldsValues1.2b1 but am having problems getting the parsing > to work. Below is my global scrip and template, I have a CustomField > "testcf" that has been applied to queue "Test." 1.2b1 works well with RT 3.4.2 in my test system. Can you, please, be more specific what error you are seeing. It might be helpful if you set Set($LogDir, '/var/log/rt3'); Set($LogToFileNamed , "rt-3.4.2.log"); Set($LogToFile , 'debug'); in your RT_Siteconfig.pm and look into your logfile Regards, Dirk. -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 14195 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From tomas.olaj at usit.uio.no Thu Jun 16 07:52:02 2005 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Thu, 16 Jun 2005 13:52:02 +0200 (CEST) Subject: [rt-users] Shredding, archiving... etc... In-Reply-To: <20050616031850.77BF14D81E9@diesel.bestpractical.com> References: <20050616031850.77BF14D81E9@diesel.bestpractical.com> Message-ID: Ruslan; is RTx-Shredder-0.01 project still alive? It would be nice to delete tickets in RT API too safely. Our Pg database is groving fast, and archiving of old tickets is now our agenda. Someway a solution of extracting, tickets with the concern of links to other tickets, and inserting into another Pg database (that can be hocked to a RT instance) must be done. As Jesse once wrote; "As far as I know, nobody's built the data migration / archiving tools yet. That's one of those things that I might be willing to take on if a specific client had an interest in making it happen. jesse" I would guess that we need to buy support for this, write our own sql scripts or will it be incorporated in later releases? An everlasting groving RT backend is no future. ;) Tomas (who is trying to convince my boss to send me to RT training session - ;) ) -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From juan.mas at gmail.com Thu Jun 16 08:43:02 2005 From: juan.mas at gmail.com (Juan Mas) Date: Thu, 16 Jun 2005 08:43:02 -0400 Subject: [rt-users] Apache issues In-Reply-To: <42B138FE.5020803@bestpractical.com> References: <20050616081010.7E8FE4D80BE@diesel.bestpractical.com> <42B138FE.5020803@bestpractical.com> Message-ID: <7d73da050616054320a12321@mail.gmail.com> Check and make sure you have that module. If you don't you can get it from CPAN. On 6/16/05, Phil Homewood wrote: > > > Lawrence Muzanenhamo wrote: > > I am installing RT3 on RedHat Linux 9.0. Everything was going just fine > > until I get to the stage where I configure the web server. When I > > restart httpd I get the following error: > > Did you follow the instructions in the README for ensuring all the > dependencies were met? > > > Can't locate object method "menu_item" via package "Apache::Status" at > > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line > > > -- > >>|<< 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 > -- -Juan From Mike.Dwyer at globalpay.com Thu Jun 16 09:34:37 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Thu, 16 Jun 2005 09:34:37 -0400 Subject: FW: [rt-users] multiple logins Message-ID: <268A832CA8A26B498920E123E94F4974065DE45E@AT1EX-CL2.corp.globalpay.com> More info: I have a DNS entry of "qaserv_rt" and in my VirtualHost I have ServerName "qaserv_rt". As I mentioned at the start of this thread, I am forced to re-login at every click. This is out of my httpd/access_log: 172.30.237.58 - - [16/Jun/2005:09:25:51 -0400] "GET / HTTP/1.1" 200 2765 "-" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:25:51 -0400] "GET /NoAuth/webrt.css HTTP/1.1" 200 12414 "http://qaserv_rt/" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:25:51 -0400] "GET /NoAuth/images//bplogo.gif HTTP/1.1" 304 - "http://qaserv_rt/" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:26:03 -0400] "GET /NoAuth/webrt.css HTTP/1.1" 200 12414 "http://qaserv_rt/" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:26:02 -0400] "POST / HTTP/1.1" 200 9418 "http://qaserv_rt/" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:26:06 -0400] "GET /NoAuth/webrt.css HTTP/1.1" 200 12414 "http://qaserv_rt/Search/Build.html" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:26:06 -0400] "GET /Search/Build.html HTTP/1.1" 200 2774 "http://qaserv_rt/" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:26:15 -0400] "GET /NoAuth/webrt.css HTTP/1.1" 200 12414 "http://qaserv_rt/Search/Build.html" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:26:14 -0400] "POST /Search/Build.html HTTP/1.1" 200 22801 "http://qaserv_rt/Search/Build.html" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:26:21 -0400] "GET /NoAuth/webrt.css HTTP/1.1" 200 12414 "http://qaserv_rt/Tools/Offline.html" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" 172.30.237.58 - - [16/Jun/2005:09:26:20 -0400] "GET /Tools/Offline.html HTTP/1.1" 200 2777 "http://qaserv_rt/Search/Build.html" "Mozilla/4.0 (compatible; MSIE 6.0; Windows NT 5.1; SV1; .NET CLR 1.1.4322)" In doing some research I see that I should have the "UseCanonicalName" directive in Apache set to "off", which it is. Also, reviewing my RT_SiteConfig.pm I see the line below. Could this be the problem? Set($WebBaseURL , "http://RT::WebBaseURL.not.configured:80"); ________________________________ I am betting this has come up in the past. So I now have my DNS set properly, I can use the DNS entry to get to RT. I then login, but then anytime I change menu location I am forced to login again. The ServerName in my VirtualHost matches the DNS entry and the URL I am using. I have UseCanonicalName set to off I am betting it is something I forgot to change in RT_SiteConfig.pm that acts like a base name for links. Suggestions ....... /mike -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: ATT168652.txt URL: From abroad at intercalleurope.com Thu Jun 16 09:37:57 2005 From: abroad at intercalleurope.com (Alex Broad) Date: Thu, 16 Jun 2005 14:37:57 +0100 Subject: [rt-users] Internet Explorer forgets my login! Message-ID: Firefox works fine, but using Internet Explorer 6.x I can log in fine, but as soon as I click on something it brings me back to the login screen. I then have to log in again, when it will take me to the page I previously requested. Any ideas??!? I'm going slightly mad.. Config info below... RT 3.4.2 on Gentoo. All prerequisites are satisfied except 'make testdeps' reports: Storable 2.08...MISSING Storable version 2.08 required--this is only version 2.07 at (eval 37) line 2. But this is rubbish - 2.15 installed fine and there are no references to any other versions on the system. Apache 2.0.50 config section: Alias /rt "/opt/rt3/share/html" # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all RewriteEngine on RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Cheers, Alex. -------------- next part -------------- An HTML attachment was scrubbed... URL: From pponte at netcabo.pt Thu Jun 16 09:46:18 2005 From: pponte at netcabo.pt (Pedro Ponte) Date: Thu, 16 Jun 2005 14:46:18 +0100 Subject: [rt-users] Problem with Dates... In-Reply-To: Message-ID: Hello again, Well I'ved check the date on my server by using the date and the date -u commands. For example: "[root at localhost /]# date Thu Jun 16 14:53:15 WEST 2005 [root at localhost /]# date -u Thu Jun 16 13:53:17 UTC 2005" What seems to be the problem? Pedro Ponte pponte at netcabo.pt TVCabo Portugal -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nils Vogels Sent: quinta-feira, 9 de Junho de 2005 9:48 To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problem with Dates... On 6/8/05, Pedro Ponte wrote: > > Hello, I'm using the RT version rt-3.4.1, and I'm having a problem with the > dates of creation for the tickets. > > For example, on the web I create a ticket XXX on the 2005-06-08 at 14:00, as > soon as I have added it I click on this issues details, and I check the > created date is the same as the above which is also the system date time. > But when I check the "Created" field for this new issue in the mysql, the > "Created" is as "2005-06-08 13:00..". So there is a difference in the hour! > Created at 14:00 but added in the mysql database as 13:00, but in the site > it remains as 14:00. > This looks like a problem with timezones. Quite probably, your server is set to GMT, which has no knowledge of Daylight Savings Time, while your browser is set to your local timezone (which is GMT+1 atm, judging from your email address) This will cause the difference in times between the database and the website. Gr, Nils -- Simple guidelines to happiness: Work like you don't need the money, Love like your heart has never been broken and Dance like no one can see you. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3045 bytes Desc: not available URL: From tmaciak at ci.grand-rapids.mi.us Thu Jun 16 09:55:53 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Thu, 16 Jun 2005 09:55:53 -0400 Subject: [rt-users] new users - password problems Message-ID: <221C759285B78647AEE6181FD6AF36A710D9AFDE@bambi.grand-rapids.mi.us> Anybody else experiencing problems when they add new users to RT and include their "password" that it does not save the password in the db? Basically one has to create the user, hit the "save changes" button, and then enter their password, and hit the same "save changes" button and then it will work correctly. This is using rt 3.4.2 on Fedora Core 3 and using Firefox 1.0.4 for the browser. 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 rainer at ultra-secure.de Thu Jun 16 10:01:13 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Thu, 16 Jun 2005 16:01:13 +0200 Subject: FW: [rt-users] multiple logins In-Reply-To: <268A832CA8A26B498920E123E94F4974065DE45E@AT1EX-CL2.corp.globalpay.com> References: <268A832CA8A26B498920E123E94F4974065DE45E@AT1EX-CL2.corp.globalpay.com> Message-ID: <42B18629.4000609@ultra-secure.de> Dwyer, Mike # ATLANTA wrote: >More info: > >I have a DNS entry of "qaserv_rt" and in my VirtualHost I have >ServerName "qaserv_rt". > > > Last time I looked, DNS-names with underscores were "illegal" (or only used for special purposes like MS-AD/Kerberos). So, I'd start with giving your hosts valid names. Rainer From BYang at emptoris.com Thu Jun 16 09:49:45 2005 From: BYang at emptoris.com (Yang, Bin) Date: Thu, 16 Jun 2005 09:49:45 -0400 Subject: [rt-users] remove me from the list Message-ID: <8C7758A12D76FF478971967077EF82AB12CA02@empburmail.Burlington.Emptoris.com> Please remove me from the mail list. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Steven.Platt at HPA.org.uk Thu Jun 16 10:04:23 2005 From: Steven.Platt at HPA.org.uk (SRMD, Col - Platt, Steven) Date: Thu, 16 Jun 2005 15:04:23 +0100 Subject: [rt-users] new users - password problems Message-ID: I'm experiencing the same problem... we're not adding many new users so have just been re-entering passwords where necessary ... Not a show-stopper of a bug, but a bug none the less. RT 3.4.2, Redhat7.2, Internet Explorer 6.x 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 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maciak, TJ Sent: 16 June 2005 14:56 To: rt-users at lists.bestpractical.com Subject: [rt-users] new users - password problems Anybody else experiencing problems when they add new users to RT and include their "password" that it does not save the password in the db? Basically one has to create the user, hit the "save changes" button, and then enter their password, and hit the same "save changes" button and then it will work correctly. This is using rt 3.4.2 on Fedora Core 3 and using Firefox 1.0.4 for the browser. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 ----------------------------------------- ************************************************************************** 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 abroad at intercalleurope.com Thu Jun 16 10:07:08 2005 From: abroad at intercalleurope.com (Alex Broad) Date: Thu, 16 Jun 2005 15:07:08 +0100 Subject: FW: [rt-users] multiple logins Message-ID: I had the same problem and that fixed it for me. Cheers, Alex. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Rainer Duffner > Sent: 16 June 2005 3:01 PM > To: Dwyer, Mike # ATLANTA > Cc: rt-users at lists.bestpractical.com > Subject: Re: FW: [rt-users] multiple logins > > Dwyer, Mike # ATLANTA wrote: > > >More info: > > > >I have a DNS entry of "qaserv_rt" and in my VirtualHost I have > >ServerName "qaserv_rt". > > > > > > > > > Last time I looked, DNS-names with underscores were "illegal" > (or only > used for special purposes like MS-AD/Kerberos). > > So, I'd start with giving your hosts valid names. > > > > Rainer > > > _______________________________________________ > 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 bestpractical at daley.snurgle.org Thu Jun 16 10:15:08 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 16 Jun 2005 10:15:08 -0400 (EDT) Subject: [rt-users] NotifyActor ignored for Notify Owner In-Reply-To: <42B116F7.6050207@dan.tulsa.ok.us> References: <42A7CBF0.8070205@dan.tulsa.ok.us> <42B116F7.6050207@dan.tulsa.ok.us> Message-ID: Thanks! this fix works perfectly (on 3.4.2) I just ran into this yesterday, and hadn't gotten around to debugging it yet. On Thu, 16 Jun 2005, Dan Fulbright wrote: > OK, I figured this one out on my own, based on something I found on the > rt-devel list. My e-mail address has a + (plus sign) in it. That messed up > the regular expressions in lib/RT/Action/Notify.pm: > > if ($RT::NotifyActor) { > @{ $self->{'To'} } = @To; > @{ $self->{'Cc'} } = @Cc; > @{ $self->{'Bcc'} } = @Bcc; > } > else { > @{ $self->{'To'} } = grep ( !/^$creator$/, @To ); > @{ $self->{'Cc'} } = grep ( !/^$creator$/, @Cc ); > @{ $self->{'Bcc'} } = grep ( !/^$creator$/, @Bcc ); > } > > I fixed this by changing the quoting $creator in the regexps with \Q: > > @{ $self->{'To'} } = grep ( !/^\Q$creator\E$/, @To ); > @{ $self->{'Cc'} } = grep ( !/^\Q$creator\E$/, @Cc ); > @{ $self->{'Bcc'} } = grep ( !/^\Q$creator\E$/, @Bcc ); From philippe.dhont at searo.be Thu Jun 16 10:16:27 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Thu, 16 Jun 2005 16:16:27 +0200 Subject: [rt-users] Perform query on custom field ? Message-ID: <1C40E525DB33FA48BECE0149DC76B4D25C43FF@server1.searo.local> Hi, I added a custom field (job number) in tickets. So when i add a new ticket, i can add another different job number. That's okay and works fine, but is there a possibility that i can perform a query and use that custom field as criteria ? That's very important for us. Thnx, Philippe -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Thu Jun 16 10:26:03 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 16 Jun 2005 10:26:03 -0400 Subject: [rt-users] Perform query on custom field ? In-Reply-To: <1C40E525DB33FA48BECE0149DC76B4D25C43FF@server1.searo.local> References: <1C40E525DB33FA48BECE0149DC76B4D25C43FF@server1.searo.local> Message-ID: <42B18BFB.4080302@ucrwcu.rwc.uc.edu> Philippe Dhont (Sea-ro) wrote: > > Hi, > > I added a custom field (job number) in tickets. > So when i add a new ticket, i can add another different job number. > That's okay and works fine, but is there a possibility that i can > perform a query and use that custom field as criteria ? > Add the queue in the Query Builder and the custom fields will be added to your options. > That's very important for us. > > Thnx, > Philippe > >------------------------------------------------------------------------ > >_______________________________________________ >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 afiglin at pictage.com Thu Jun 16 10:27:26 2005 From: afiglin at pictage.com (Anya Figlin) Date: Thu, 16 Jun 2005 07:27:26 -0700 Subject: [rt-users] Re: Problem with Dates.. In-Reply-To: <20050616134630.5D5D64D820E@diesel.bestpractical.com> References: <20050616134630.5D5D64D820E@diesel.bestpractical.com> Message-ID: <1118932046.4645.24.camel@tech01.pictage.com> RT stores all dates in GMT and converts them into a local timestamp upon rendering. -anya From JoopvandeWege at mococo.nl Thu Jun 16 10:44:29 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Thu, 16 Jun 2005 16:44:29 +0200 Subject: [rt-users] new users - password problems In-Reply-To: <20050616140730.59A824D821E@diesel.bestpractical.com> References: <20050616140730.59A824D821E@diesel.bestpractical.com> Message-ID: <20050616164117.AE0E.JOOPVANDEWEGE@mococo.nl> On Thu, 16 Jun 2005 10:07:30 -0400 (EDT) rt-users-request at lists.bestpractical.com wrote: > Anybody else experiencing problems when they add new users to RT and include > their "password" that it does not save the password in the db? > > Basically one has to create the user, hit the "save changes" button, and > then enter their password, and hit the same "save changes" button and then > it will work correctly. > > This is using rt 3.4.2 on Fedora Core 3 and using Firefox 1.0.4 for the > browser. > > T.J. Maciak Yep, me too. I blamed it on my test instance which contains a lot of different patches and blamed it on that. In our production RT3 (3.4.2) don't get users added that often so I haven't seen it there. Joop -- Joop van de Wege From jra at baylink.com Thu Jun 16 11:05:48 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 16 Jun 2005 11:05:48 -0400 Subject: FW: [rt-users] multiple logins In-Reply-To: <42B18629.4000609@ultra-secure.de>; from Rainer Duffner on Thu, Jun 16, 2005 at 04:01:13PM +0200 References: <268A832CA8A26B498920E123E94F4974065DE45E@AT1EX-CL2.corp.globalpay.com> <42B18629.4000609@ultra-secure.de> Message-ID: <20050616110548.A18748@cgi.jachomes.com> On Thu, Jun 16, 2005 at 04:01:13PM +0200, Rainer Duffner wrote: > >More info: > > > >I have a DNS entry of "qaserv_rt" and in my VirtualHost I have > >ServerName "qaserv_rt". > > Last time I looked, DNS-names with underscores were "illegal" (or only > used for special purposes like MS-AD/Kerberos). Um, almost. *Hostname* may not contain underscores. Other components of the domain name, which are never used as names for hosts, may. http://www.dns.net/dnsrd/trick.html#legal-hostnames Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From todd at chaka.net Thu Jun 16 10:48:33 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 16 Jun 2005 10:48:33 -0400 Subject: [rt-users] new users - password problems In-Reply-To: <20050616164117.AE0E.JOOPVANDEWEGE@mococo.nl> References: <20050616140730.59A824D821E@diesel.bestpractical.com> <20050616164117.AE0E.JOOPVANDEWEGE@mococo.nl> Message-ID: <20050616144833.GO3051@chaka.net> On Thu, Jun 16, 2005 at 04:44:29PM +0200, Joop van de Wege wrote: > > On Thu, 16 Jun 2005 10:07:30 -0400 (EDT) > rt-users-request at lists.bestpractical.com wrote: > > > Anybody else experiencing problems when they add new users to RT and include > > their "password" that it does not save the password in the db? > > > > Basically one has to create the user, hit the "save changes" button, and > > then enter their password, and hit the same "save changes" button and then > > it will work correctly. > > > > This is using rt 3.4.2 on Fedora Core 3 and using Firefox 1.0.4 for the > > browser. > > > > T.J. Maciak > Yep, me too. > I blamed it on my test instance which contains a lot of different > patches and blamed it on that. In our production RT3 (3.4.2) don't get > users added that often so I haven't seen it there. > Me three. I alreay alerted Jesse but was not sure that I convinced him it was an RT problem. From KevinSonney at zumiez.com Thu Jun 16 11:27:35 2005 From: KevinSonney at zumiez.com (Kevin Sonney) Date: Thu, 16 Jun 2005 08:27:35 -0700 Subject: [rt-users] Extract Custom Field and 3.4.2 Message-ID: Hello, --Am 15. Juni 2005 10:59:14 -0700 schrieb Kevin Sonney : > Has anyone been able to get ExtractCustomFieldValues working with RT > 3.4.2? > > I currently have a fresh install of 3.4.2 with > ExtractCustomFieldsValues1.2b1 but am having problems getting the > parsing to work. Below is my global scrip and template, I have a > CustomField "testcf" that has been applied to queue "Test." >1.2b1 works well with RT 3.4.2 in my test system. >Can you, please, be more specific what error you are seeing. >It might be helpful if you set >Set($LogDir, '/var/log/rt3'); >Set($LogToFileNamed , "rt-3.4.2.log"); >Set($LogToFile , 'debug'); >in your RT_Siteconfig.pm and look into your logfile I'm seeing the following: [Thu Jun 16 14:12:28 2005] [debug]: load cf testcf (/var/opt/rt3.4.2/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Thu Jun 16 14:12:28 2005] [debug]: load cf done: 1 Fetched from cache (/var/opt/rt3.4.2/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Thu Jun 16 14:12:28 2005] [debug]: look for cf in Body (/var/opt/rt3.4.2/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Thu Jun 16 14:12:28 2005] [debug]: matched value: (/var/opt/rt3.4.2/lib/RT/Action/ExtractCustomFieldValues.pm:57) [Thu Jun 16 14:12:28 2005] [info]: Ticket 44 created in queue 'Test' by kevins (/var/opt/rt3.4.2/lib/RT/Ticket_Overlay.pm:730) I think everything is working (scrip is running on new ticket, etc...) except finding the value to be put into the custom field. According to ExtracCustomFieldValues.pm, I'm missing the following log values: $RT::Logger->debug("transformed ($PostEdit) value: $_"); $RT::Logger->debug("found value for cf: $_"); $RT::Logger->info("CustomFieldValue ($CustomFieldName,$_) added: $id $msg"); My template has the following body: testcf|Body|(.*)| With this template, how should I be formatting the email? testcf EnterThisValue Thanks, Kevin From Mike.Dwyer at globalpay.com Thu Jun 16 11:59:42 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Thu, 16 Jun 2005 11:59:42 -0400 Subject: [rt-users] email, exchange, sendmail Message-ID: <268A832CA8A26B498920E123E94F4974065DE708@AT1EX-CL2.corp.globalpay.com> What do I tell my corp Exchange Admin to do so that emails would be properly directed to my Fedora3, running Sendmail, and RT? What are the things I should do, keep in mind, look out for, so that when an email hits my RT box it is properly handled? (I have tested " echo 'hello' | mail -s "Test subject" rt" on the local box and the message arrives in the Queue) /mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Thu Jun 16 11:43:40 2005 From: vivek at khera.org (Vivek Khera) Date: Thu, 16 Jun 2005 11:43:40 -0400 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? In-Reply-To: <20050615190248.F16587@cgi.jachomes.com> References: <40a14bc105061413114668ef79@mail.gmail.com> <42AFB5D3.50107@bestpractical.com> <20050615190248.F16587@cgi.jachomes.com> Message-ID: <5265028C-EE8C-48F6-A530-43A23B9F0E6E@khera.org> On Jun 15, 2005, at 7:02 PM, Jay R. Ashworth wrote: > A reminder: much as we old *nix hands would like to think it, not ever > end-user *has control* over how stupid their vacation daemon is. > as with every other global problem caused by email software, the answer seems to be "don't use exchange" or "don't use outlook". funny that. Vivek Khera, Ph.D. +1-301-869-4449 x806 From tsuter at cait.org Thu Jun 16 12:10:19 2005 From: tsuter at cait.org (Tim Suter) Date: Thu, 16 Jun 2005 11:10:19 -0500 Subject: [rt-users] Help please....WAS recent developments Message-ID: <1118938219.20242.45.camel@localhost.localdomain> During the import process from the RT2dump, the first few lines of the import were in clear text. Then the import suddenly took on a different 'encoding'. This symbol, right here: ? --was my command prompt. It wrecked my terminal session so that everything was encoded differently. I check the processes and it wasn't running so I did a ctrl c and then ctrl d to see what was up. I couldn't get to a normal prompt on that terminal so I had to kill it. MY QUESTION: How do I know if the process completed successfully if the encoding was different to where I couldn't read if I had errors or not? I fired up RT3 and all appeared to import. However, I don't know if this was a bug, or an overlook on my part. Does the import process generate a log of some sort that you can check? Thanks in advance for your assistance. Tim From pape-rt at inf.fu-berlin.de Thu Jun 16 12:44:00 2005 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Thu, 16 Jun 2005 18:44:00 +0200 Subject: [rt-users] Extract Custom Field and 3.4.2 In-Reply-To: References: Message-ID: <7BFAF52D01F7EFB6F7D3249C@idefix.mi.fu-berlin.de> Hello, --Am 16. Juni 2005 08:27:35 -0700 schrieb Kevin Sonney : > My template has the following body: > > testcf|Body|(.*)| > > With this template, how should I be formatting the email? > > testcf EnterThisValue if you have testcf EnterThisValue in your email body and want "EnterThisValue" to be entered into testcf, you need to specify testcf|Body|testcf\s(.*)$| in the template. Regards, Dirk. -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 14195 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From philippe.dhont at searo.be Thu Jun 16 13:19:58 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Thu, 16 Jun 2005 19:19:58 +0200 Subject: [rt-users] email, exchange, sendmail Message-ID: <1C40E525DB33FA48BECE0149DC76B4D25C441C@server1.searo.local> why making it so complicated ? if you use an exchange server in your organization, just put the ip address of your RT server in as RELAY address and install SSMTP on your RT linux server. grtz, Phil. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dwyer, Mike # ATLANTA Sent: donderdag 16 juni 2005 18:00 To: rt-users at lists.bestpractical.com Subject: [rt-users] email, exchange, sendmail What do I tell my corp Exchange Admin to do so that emails would be properly directed to my Fedora3, running Sendmail, and RT? What are the things I should do, keep in mind, look out for, so that when an email hits my RT box it is properly handled? (I have tested " echo 'hello' | mail -s "Test subject" rt" on the local box and the message arrives in the Queue) /mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.pounsett at cira.ca Thu Jun 16 13:21:38 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 16 Jun 2005 13:21:38 -0400 Subject: [rt-users] Problems with _Local.pm overlays Message-ID: Following the archived discussion about extending the available ticket statuses, I've attempted to modify @RT::Queue::ACTIVE_STATUS and @RT::Queue::INACTIVE_STATUS to add my custom status(es). The instructions I'm using are these http://marc.theaimsgroup.com/?l=rt-users&m=108206010610834&w=2 and these http://wiki.bestpractical.com/index.cgi?CustomStatuses However, I have so far been unable to get the list of ticket statuses to change. Here's what I've done: Created Queue_Local.pm, with these four lines: -- @ACTIVE_STATUS = qw(new open stalled testing); @INACTIVE_STATUS = qw(resolved rejected deleted); @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); 1; -- I originally placed it in /usr/local/rt3/local/lib/RT/Queue_Local.pm, then restarted the web server to make sure mod_perl didn't cache the code (as it can do). The new status "testing" did not appear when trying to add or modify tickets. So, I've also tried creating files at the following paths: /usr/local/rt3/local/lib/Queue_Local.pm /usr/local/rt3/local/lib/RT/Queue_Overlay.pm /usr/local/rt3/lib/RT/Queue_Local.pm So far, nothing has worked. Are the instructions I cited above still relevant? I know that sometimes the code changes without the documentation being updated. Or, am I just missing something? This seems like it should be fairly simple, so I'm a bit surprised that it didn't "just work." Thanks for any guidance anyone can provide. Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From graham.dunn at leitch.com Thu Jun 16 13:21:57 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Thu, 16 Jun 2005 13:21:57 -0400 Subject: [rt-users] email, exchange, sendmail In-Reply-To: <268A832CA8A26B498920E123E94F4974065DE708@AT1EX-CL2.corp.globalpay.com> References: <268A832CA8A26B498920E123E94F4974065DE708@AT1EX-CL2.corp.globalpay.com> Message-ID: <42B1B535.7060801@leitch.com> Dwyer, Mike # ATLANTA wrote: > What do I tell my corp Exchange Admin to do so that emails would be > properly directed to my Fedora3, running Sendmail, and RT? > > What are the things I should do, keep in mind, look out for, so that > when an email hits my RT box it is properly handled? (I have tested " > echo 'hello' | mail -s "Test subject" rt" on the local box and the > message arrives in the Queue) Our setup is a little oblique, but quite flexible. We have a "custom recipient" defined in our exchange recipient list called RT with an email address of rt-queue at rt-server.ourdomain.internal We put that recipient in a distribution list with an email address of support at ourdomain.com, the DL also contains a public folder that support mail gets copied to, in case the RT server goes belly-up. Exchange needs a relay rule in the IMS configuration (under the routing tab) so it knows where to send mail for rt-server.ourdomain.internal. I don't know if newer versions of exchange (we use 5.5) can figure out how to route mail in the absence of an MX record. To test, you can send directly to your custom recipient until it works out, then add the custom recipient to a DL with the proper contact address. Graham From philippe.dhont at searo.be Thu Jun 16 13:29:54 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Thu, 16 Jun 2005 19:29:54 +0200 Subject: [rt-users] Perform query on custom field ? Message-ID: <1C40E525DB33FA48BECE0149DC76B4D25C441F@server1.searo.local> Thnx, Works like a charm now! Phil. -----Original Message----- From: Sent: donderdag 16 juni 2005 16:26 To: Philippe Dhont (Sea-ro) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Perform query on custom field ? Philippe Dhont (Sea-ro) wrote: > > Hi, > > I added a custom field (job number) in tickets. > So when i add a new ticket, i can add another different job number. > That's okay and works fine, but is there a possibility that i can > perform a query and use that custom field as criteria ? > Add the queue in the Query Builder and the custom fields will be added to your options. > That's very important for us. > > Thnx, > Philippe > >----------------------------------------------------------------------- >- > >_______________________________________________ >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 KevinSonney at zumiez.com Thu Jun 16 13:34:00 2005 From: KevinSonney at zumiez.com (Kevin Sonney) Date: Thu, 16 Jun 2005 10:34:00 -0700 Subject: [rt-users] Extract Custom Field and 3.4.2 Message-ID: >Hello, All is working, quick note regarding extracting custom fields. Make sure the email is sent as plain text and not HTML. Damn you Outlook! Thanks for all the help, Kevin >> My template has the following body: >> >> testcf|Body|(.*)| >> >> With this template, how should I be formatting the email? >> >> testcf EnterThisValue > >if you have > >testcf EnterThisValue > >in your email body and want "EnterThisValue" to be entered into testcf, you need to >specify > >testcf|Body|testcf\s(.*)$| > >in the template. > >Regards, Dirk. From juan.mas at gmail.com Thu Jun 16 14:12:38 2005 From: juan.mas at gmail.com (Juan Mas) Date: Thu, 16 Jun 2005 14:12:38 -0400 Subject: [rt-users] Ticket's not being created 3.4.2 Message-ID: <7d73da050616111215f6935@mail.gmail.com> Hi all, Ive got 3.4.2 now running on the new box along with databases migrated and upgraded from 3.2.2. The problem is I cannot create tickets from an outside source. Meaning I can create a ticket from within RT, but if I try to e-mail a ticket it doesnt get created. I see the activity in the logs of e-mail trying to get through, but I dont see tickets being created. Is there something I need to start or do to get this to work? -- -Juan From egeyer at akamai.com Thu Jun 16 14:13:34 2005 From: egeyer at akamai.com (Geyer, Eric) Date: Thu, 16 Jun 2005 11:13:34 -0700 Subject: [rt-users] Announcing RT::Extension::ExtractSubjectTagOnTransaction Message-ID: Can this be used to coalesce messages where the user replies without including the RT ticket number in the subject line? I'd like RT to listen on a mail list and automatically generate tickets based on traffic on that list. However, not everyone will reply to the proper email with the RT ticket in the subject and I don't want those replies generating extra tickets. Eric -----Original Message----- From: Kevin Riggle [mailto:kevinr at bestpractical.com] Sent: Wednesday, June 15, 2005 3:41 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Announcing RT::Extension::ExtractSubjectTagOnTransaction Best Practical released a new RT extension with the succinct name of RT::Extension::ExtractSubjectTagOnTransaction to CPAN today. (This is the extension Jesse referred to in http://gossamer-threads.com/lists/rt/users/45080) As explained in the README, it is by default configured to look for the tags of other RT instances in e-mail and add them to the subject line of the ticket they refer to, allowing you to keep tickets synchronized across instances. It is also able to extract arbitrary subject tags via two configuration directives, so it should be useful to synchronize with other systems, such as network monitoring systems, which use e-mail. RT::Extension::ExtractSubjectTagOnTransaction should be available from your favorite CPAN mirror or at http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransacti on-0.01/ Full useage instructions are provided in the distribution's README. - Kevin -- Kevin Riggle Best Practical Solutions, LLC _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From vivek at khera.org Thu Jun 16 14:40:58 2005 From: vivek at khera.org (Vivek Khera) Date: Thu, 16 Jun 2005 14:40:58 -0400 Subject: [rt-users] the irony.... Message-ID: <56C51CA9-F594-4892-9003-3A3911C6822D@khera.org> Just got this in my inbox... how ironic given the subject line. From: Timo.Virtaneva at netsol.fi Subject: Out of Office AutoReply: [rt-users] Poll: how do you avoid 'Out o f office' messages ? Date: June 16, 2005 12:09:27 PM EDT To: vivek at khera.org Hei, Olen lomalla 20.6.2005 saakka. Hi, I'm on vacation until 20.6.2005. -- Timo Virtaneva From seph at directionless.org Thu Jun 16 15:06:56 2005 From: seph at directionless.org (seph) Date: Thu, 16 Jun 2005 15:06:56 -0400 Subject: [rt-users] Re: Problems with _Local.pm overlays In-Reply-To: (Matt Pounsett's message of "Thu, 16 Jun 2005 13:21:38 -0400") References: Message-ID: > Following the archived discussion about extending the available > ticket statuses You can modify the current RT status with the variables in the config file. Is there a reason you're not doing that? seph From matt.pounsett at cira.ca Thu Jun 16 15:15:35 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 16 Jun 2005 15:15:35 -0400 Subject: [rt-users] Re: Problems with _Local.pm overlays In-Reply-To: References: Message-ID: <8D381D1F-C8D9-48D8-9FA1-8B641D9A8049@cira.ca> On 16-Jun-2005, at 15:06 , seph wrote: >> Following the archived discussion about extending the available >> ticket statuses >> > > You can modify the current RT status with the variables in the config > file. Is there a reason you're not doing that? Probably because I was unaware of the option. :) As I said, I was following the available documentation, and it appears that is out of date. Thanks for the pointer! Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From kevinr at bestpractical.com Thu Jun 16 15:56:13 2005 From: kevinr at bestpractical.com (Kevin Riggle) Date: Thu, 16 Jun 2005 15:56:13 -0400 Subject: [rt-users] Announcing RT::Extension::ExtractSubjectTagOnTransaction In-Reply-To: References: Message-ID: <20050616195613.GH5649@bestpractical.com> On Thu, Jun 16, 2005 at 11:13:34AM -0700, Geyer, Eric wrote: > Can this be used to coalesce messages where the user replies without > including the RT ticket number in the subject line? > > I'd like RT to listen on a mail list and automatically generate tickets > based on traffic on that list. However, not everyone will reply to the > proper email with the RT ticket in the subject and I don't want those > replies generating extra tickets. > > Eric That's not *really* what this is designed for -- it's mostly been written with cross-instance tracking in mind. However, if you can figure out how to make it do what you've described, we'd be interested in hearing how you managed it. - Kevin > > -----Original Message----- > From: Kevin Riggle [mailto:kevinr at bestpractical.com] > Sent: Wednesday, June 15, 2005 3:41 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Announcing > RT::Extension::ExtractSubjectTagOnTransaction > > Best Practical released a new RT extension with the succinct name of > RT::Extension::ExtractSubjectTagOnTransaction to CPAN today. (This is > the extension Jesse referred to in > http://gossamer-threads.com/lists/rt/users/45080) As explained in the > README, it is by default configured to look for the tags of other RT > instances in e-mail and add them to the subject line of the ticket they > refer to, allowing you to keep tickets synchronized across instances. > It is also able to extract arbitrary subject tags via two configuration > directives, so it should be useful to synchronize with other systems, > such as network monitoring systems, which use e-mail. > > RT::Extension::ExtractSubjectTagOnTransaction should be available from > your favorite CPAN mirror or at > http://search.cpan.org/~kevinr/RT-Extension-ExtractSubjectTagOnTransacti > on-0.01/ > > Full useage instructions are provided in the distribution's README. > > - Kevin > -- > Kevin Riggle > Best Practical Solutions, LLC > _______________________________________________ > 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 Mike.Dwyer at globalpay.com Thu Jun 16 15:58:07 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Thu, 16 Jun 2005 15:58:07 -0400 Subject: [rt-users] $LogoURL Message-ID: <268A832CA8A26B498920E123E94F4974065DEA8B@AT1EX-CL2.corp.globalpay.com> I have placed in the same directory as "bplogo.gif" (/usr/local/rt3/share/html/NoAuth/images) my own image file (both .gif and .jpg ).Given them the same owners and permissions also. Then changed my "/usr/local/rt3/etc/RT_SiteConfig.pm" to use the new image file (see below). Restarted my webserver, but still nothing, still using "bplogo.gif". WHY??????? ("gplogo.gif" is my logo file.) # $LogoURL points to the URL of the RT logo displayed in the web UI # Set($LogoURL , $WebImagesURL . "bplogo.gif"); Set($LogoURL , $WebImagesURL . "gplogo.gif"); /mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From matt.pounsett at cira.ca Thu Jun 16 16:10:53 2005 From: matt.pounsett at cira.ca (Matt Pounsett) Date: Thu, 16 Jun 2005 16:10:53 -0400 Subject: [rt-users] $LogoURL In-Reply-To: <268A832CA8A26B498920E123E94F4974065DEA8B@AT1EX-CL2.corp.globalpay.com> References: <268A832CA8A26B498920E123E94F4974065DEA8B@AT1EX-CL2.corp.globalpay.com> Message-ID: <6F049F98-DDB6-4AA4-9386-BC65AE7EE8F1@cira.ca> On 16-Jun-2005, at 15:58 , Dwyer, Mike # ATLANTA wrote: > I have placed in the same directory as "bplogo.gif" (/usr/local/rt3/ > share/html/NoAuth/images) my own image file (both .gif > and .jpg ).Given them the same owners and permissions also. Then > changed my "/usr/local/rt3/etc/RT_SiteConfig.pm" to use the new > image file (see below). Restarted my webserver, but still nothing, > still using "bplogo.gif". WHY??????? Assuming you're using Apache/mod_perl, have you done a 'restart' or 'graceful' restart of your web server? mod_perl essentially caches the code that it is running. If you're not using Apache/mod_perl, then ignore this. Matt -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: This is a digitally signed message part URL: From sturner at MIT.EDU Thu Jun 16 16:30:09 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 16 Jun 2005 16:30:09 -0400 Subject: [rt-users] $LogoURL In-Reply-To: <268A832CA8A26B498920E123E94F4974065DEA8B@AT1EX-CL2.corp.gl obalpay.com> Message-ID: <5.2.1.1.2.20050616162717.024209c8@po14.mit.edu> At Thursday 6/16/2005 03:58 PM, Dwyer, Mike # ATLANTA wrote: >I have placed in the same directory as "bplogo.gif" >(/usr/local/rt3/share/html/NoAuth/images) my own image file (both .gif and >.jpg ).Given them the same owners and permissions also. Then changed my >"/usr/local/rt3/etc/RT_SiteConfig.pm" to use the new image file (see >below). Restarted my webserver, but still nothing, still using >"bplogo.gif". WHY??????? > Mike, Unfortunately the logo url is hard coded and doesn't use the config variable. You'll have to mod Elements/Header or change your filename to bplogo.gif Steve From Iris.Brookes at tdsecurities.com Thu Jun 16 16:42:54 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Thu, 16 Jun 2005 16:42:54 -0400 Subject: [rt-users] $LogoURL Message-ID: Hi: Try this: 1. Create directory tree --> /usr/local/rt3/local/html/NoAuth/images and put your gif file. 2. Create directory tree --> /usr/local/rt3/local/html/Elements and copy /usr/local/rt3/share/html/Elements/Header file to your new directory. 3. Modify Header file --> replace bplogo.gif with your gif file name. 4. Shutdown restart apache. Iris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stephen Turner Sent: Thursday, June 16, 2005 4:30 PM To: Dwyer, Mike # ATLANTA; rt-users at lists.bestpractical.com Subject: Re: [rt-users] $LogoURL At Thursday 6/16/2005 03:58 PM, Dwyer, Mike # ATLANTA wrote: >I have placed in the same directory as "bplogo.gif" >(/usr/local/rt3/share/html/NoAuth/images) my own image file (both .gif and >.jpg ).Given them the same owners and permissions also. Then changed my >"/usr/local/rt3/etc/RT_SiteConfig.pm" to use the new image file (see >below). Restarted my webserver, but still nothing, still using >"bplogo.gif". WHY??????? > Mike, Unfortunately the logo url is hard coded and doesn't use the config variable. You'll have to mod Elements/Header or change your filename to bplogo.gif Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From brohan at cowtownproductions.com Thu Jun 16 16:37:08 2005 From: brohan at cowtownproductions.com (Bill Rohan) Date: Thu, 16 Jun 2005 16:37:08 -0400 Subject: Subject: [rt-users] Root auto logs on - Windows install Message-ID: <42B1E2F4.1050008@cowtownproductions.com> When I try this method with rt-3.4.2 I get a "server is misconfigured page'. The db update script you refer to is initdb.cgi, correct? I can paste back in the old version, run the script and it runs fine, except for the undesirable auto-login feature. I'm very new to mysql, apache, and perl so please be verbose with any advice you might have. thanks, Bill -- William Rohan President, Cow Town Productions Inc. 233 N. Pleasant St. #27 Amherst, MA 01002 413.259.1350 From fmml at cedval.org Thu Jun 16 19:15:51 2005 From: fmml at cedval.org (Francois Meehan) Date: Thu, 16 Jun 2005 19:15:51 -0400 (EDT) Subject: [rt-users] Reply sent when Solving ticket... Message-ID: <2395.192.168.41.21.1118963751.squirrel@whoami7.cedval.org> Hi, When a ticket is "Resolve", and I have entered a description of what I did to resolve in the "message" section of the ticket, that message is not sent to the requester, he only receives the "According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message." message... Is this normal behavior? How can I change that? Francois Random Thought: --------------- Many attempts to communicate are nullified by saying too much. - Robert Greenleaf From Ruslan.Zakirov at miet.ru Thu Jun 16 23:28:14 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 17 Jun 2005 07:28:14 +0400 Subject: [rt-users] Reply sent when Solving ticket... In-Reply-To: <2395.192.168.41.21.1118963751.squirrel@whoami7.cedval.org> References: <2395.192.168.41.21.1118963751.squirrel@whoami7.cedval.org> Message-ID: <42B2434E.5000903@miet.ru> Francois Meehan wrote: > Hi, > > When a ticket is "Resolve", and I have entered a description of what I did > to resolve in the "message" section of the ticket, that message is not > sent to the requester, he only receives the "According to our records, > your request has been resolved. If you have any further questions or > concerns, please respond to this message." message... > > Is this normal behavior? How can I change that? Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail Then FAQ on the wiki Then search in archives. > > Francois > > > Random Thought: > --------------- > Many attempts to communicate are nullified by saying too much. - Robert Greenleaf > _______________________________________________ > 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 Thu Jun 16 19:51:59 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Thu, 16 Jun 2005 18:51:59 -0500 Subject: [rt-users] Deletion of Tickets In-Reply-To: <268A832CA8A26B498920E123E94F4974065DEA8B@AT1EX-CL2.corp.globalpay.com> Message-ID: Hi all, Can someone tell me where the tickets are deleted? I cant seem to find it. 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 Jun 17 00:02:38 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 17 Jun 2005 08:02:38 +0400 Subject: [rt-users] Deletion of Tickets In-Reply-To: References: Message-ID: <42B24B5E.2010303@miet.ru> Ahalya_Nathan at mudnebr.com wrote: > > Hi all, > Can someone tell me where the tickets are deleted? I cant seem to find it. Yes, you can't. You only can access it by ID. > > 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 jra at baylink.com Thu Jun 16 20:19:55 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 16 Jun 2005 20:19:55 -0400 Subject: [rt-users] Deletion of Tickets In-Reply-To: ; from Ahalya_Nathan@mudnebr.com on Thu, Jun 16, 2005 at 06:51:59PM -0500 References: <268A832CA8A26B498920E123E94F4974065DEA8B@AT1EX-CL2.corp.globalpay.com> Message-ID: <20050616201955.F30957@cgi.jachomes.com> On Thu, Jun 16, 2005 at 06:51:59PM -0500, Ahalya_Nathan at mudnebr.com wrote: > Can someone tell me where the tickets are deleted? I cant seem to find > it. Tickets are not, commonly, deleted. When your system gets clogged enough, you can look up Shredder, but it's external to the system, proper. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From fmml at cedval.org Thu Jun 16 20:27:56 2005 From: fmml at cedval.org (Francois Meehan) Date: Thu, 16 Jun 2005 20:27:56 -0400 (EDT) Subject: [rt-users] Reply sent when Solving ticket... In-Reply-To: <42B2434E.5000903@miet.ru> References: <2395.192.168.41.21.1118963751.squirrel@whoami7.cedval.org> <42B2434E.5000903@miet.ru> Message-ID: <3724.192.168.41.21.1118968076.squirrel@whoami7.cedval.org> You the man! Thanks a million Ruslan. Francois > Francois Meehan wrote: >> Hi, >> >> When a ticket is "Resolve", and I have entered a description of what I >> did >> to resolve in the "message" section of the ticket, that message is not >> sent to the requester, he only receives the "According to our records, >> your request has been resolved. If you have any further questions or >> concerns, please respond to this message." message... >> >> Is this normal behavior? How can I change that? > Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail > Then FAQ on the wiki > Then search in archives. > >> >> Francois >> >> >> Random Thought: >> --------------- >> Many attempts to communicate are nullified by saying too much. - Robert >> Greenleaf >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > > Random Thought: --------------- I do not remember ever having seen a sustained argument by an author which, starting from philosophical premises likely to meet with general acceptance, reached the conclusion that a praiseworthy ordering of one's life is to devote it to research in mathematics. -- Sir Edmund Whittaker, "Scientific American", Vol. 183 From aris at myinternet.com.au Thu Jun 16 20:10:24 2005 From: aris at myinternet.com.au (Aris Theocharides) Date: Fri, 17 Jun 2005 01:10:24 +0100 Subject: [rt-users] Announcing RT::Extension::ExtractSubjectTagOnTransaction In-Reply-To: <20050615224125.GB5649@bestpractical.com> References: <20050615224125.GB5649@bestpractical.com> Message-ID: Kevin, Does this mean that transactions (correspondances) in one RT can show up in a ticket on another RT instance? Is there a way to make such inter-RT-communications recordable as comments in the recipient RT (we configure our customer facing RT such that clients can't see RT comment transactions). It would be ideal for customer support staff to see developer notes in the customer facing RT. Linking RT instances in this way would reduce a great deal of overhead when monitoring progress on one RT (watching progress on a bug ticket), in order to update another RT (update customer on progress). Thanks in advance for any comments made regarding the above! -- Aris On 15/06/2005, at 11:41 PM, Kevin Riggle wrote: > As explained in the > README, it is by default configured to look for the tags of other RT > instances in e-mail and add them to the subject line of the ticket > they > refer to, allowing you to keep tickets synchronized across instances. > It is also able to extract arbitrary subject tags via two > configuration > directives, so it should be useful to synchronize with other systems, > such as network monitoring systems, which use e-mail. > From fatearthling at gmail.com Fri Jun 17 05:47:22 2005 From: fatearthling at gmail.com (Howard Kao) Date: Fri, 17 Jun 2005 17:47:22 +0800 Subject: [rt-users] How to write user-defined condition/action/template for a scrip? Message-ID: Hi all, Our company just recently started using RT. A colleageu of mine and I were assigned to watch over it. However, both of us being newbies to RT and Perl makes customizing RT to our needs a bit overwhelming, such as writing user-defined scrips. Can anyone please point me to some documents on this subject? I have googled around but most of what I found were a bit advanced/perplexing for noobs like us. Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From aturetta+rt at bestunion.it Fri Jun 17 07:19:35 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Fri, 17 Jun 2005 13:19:35 +0200 Subject: [rt-users] Is a Template evaluated for each recipient? Message-ID: <42B2B1C7.5090304@bestunion.it> I'm planning to delay sending the AutoReply to requestors until some staff member put the ticket in the Open status. It can be done with some custom condition and Template (I've almost done it) Now I wonder whether the template is evaluated once for each recipient, or otherwise only once and the same text mailed to multiple recipient. Of course that makes some difference, in case of multiple requestors I have to send the right password to every one... If it's evaluated per recipient, how can I get the current one inside the template? Thanks for any hints, Angelo. From pdh at bestpractical.com Fri Jun 17 08:21:34 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Fri, 17 Jun 2005 22:21:34 +1000 Subject: [rt-users] Poll: how do you avoid 'Out of office' messages ? In-Reply-To: <20050615190248.F16587@cgi.jachomes.com> References: <40a14bc105061413114668ef79@mail.gmail.com> <42AFB5D3.50107@bestpractical.com> <20050615190248.F16587@cgi.jachomes.com> Message-ID: <42B2C04E.9050801@bestpractical.com> Jay R. Ashworth wrote: > A reminder: much as we old *nix hands would like to think it, not ever > end-user *has control* over how stupid their vacation daemon is. Point, but they _do_ have the option to disable mail delivery for mailman-handled lists even if they can't control their misbehaving responders. Substandard software (whether their fault or foisted upon them) should not be allowed to annoy the other 1,692 list subscribers of this list, or any other. (Granted, most autoresponders don't reply to the /whole/ list, but there are several that have...) -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From niels=rt at bakker.net Fri Jun 17 09:26:16 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Fri, 17 Jun 2005 15:26:16 +0200 Subject: [rt-users] Basic config advise... In-Reply-To: <1037.192.168.41.21.1118713336.squirrel@whoami7.cedval.org> References: <1037.192.168.41.21.1118713336.squirrel@whoami7.cedval.org> Message-ID: <20050617132616.GB72737@snowcrash.tpb.net> * fmml at cedval.org (Francois Meehan) [Tue 14 Jun 2005, 03:42 CEST]: >I need and advise. I would like to provide some customers web acces to >RT so they can see and reply to requests from their company, even if >they are not the "Requestor" of these requests. > >I have created "unpriviledge" accounts for them. > >What is the best way to handle this? Probably best to create a group per company, make all appropriate users a member of that group, and grant the group SeeTicket right on the particular queue for that customer. -- Niels. -- From sturner at MIT.EDU Fri Jun 17 09:52:41 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 17 Jun 2005 09:52:41 -0400 Subject: [rt-users] Deletion of Tickets In-Reply-To: References: <268A832CA8A26B498920E123E94F4974065DEA8B@AT1EX-CL2.corp.globalpay.com> Message-ID: <5.2.1.1.2.20050617095158.022eb760@po14.mit.edu> At Thursday 6/16/2005 07:51 PM, Ahalya_Nathan at mudnebr.com wrote: >Hi all, >Can someone tell me where the tickets are deleted? I cant seem to find it. Hi Ahalya, Can you clarify - are you trying to find out how to delete tickets or how to find the tickets once they are deleted? Thanks, Steve From sturner at MIT.EDU Fri Jun 17 09:55:07 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 17 Jun 2005 09:55:07 -0400 Subject: [rt-users] How to write user-defined condition/action/template for a scrip? In-Reply-To: Message-ID: <5.2.1.1.2.20050617095409.023917d8@po14.mit.edu> At Friday 6/17/2005 05:47 AM, Howard Kao wrote: >Hi all, > >Our company just recently started using RT. A colleageu of mine and I >were assigned to watch over it. However, both of us being newbies to RT >and Perl makes customizing RT to our needs a bit overwhelming, such as >writing user-defined scrips. Can anyone please point me to some documents >on this subject? I have googled around but most of what I found were a >bit advanced/perplexing for noobs like us. Hi Howard, A great resource is the wiki (see link below). Look under contributions. Steve From tmaciak at ci.grand-rapids.mi.us Fri Jun 17 10:00:10 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Fri, 17 Jun 2005 10:00:10 -0400 Subject: [rt-users] Required Fields in a new ticket? and problems with custom fields Message-ID: <221C759285B78647AEE6181FD6AF36A710D9B36C@bambi.grand-rapids.mi.us> I have made a custom field for "tickets" and I see it show up when creating a new ticket, but when I select one of the items from the list the ticket is created and the custom fields section shows up on the ticket but it says (No Value). Then I click on Custom Fields to select a value and I get: Could not add new custom field value. Permission Denied. Also... Is there a way to require certain fields when a user creates a new ticket? I did a search on the wiki for required fields and custom ticket but did not find any results. 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 Ruslan.Zakirov at miet.ru Fri Jun 17 14:43:29 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 17 Jun 2005 22:43:29 +0400 Subject: [rt-users] Required Fields in a new ticket? and problems with custom fields In-Reply-To: <221C759285B78647AEE6181FD6AF36A710D9B36C@bambi.grand-rapids.mi.us> References: <221C759285B78647AEE6181FD6AF36A710D9B36C@bambi.grand-rapids.mi.us> Message-ID: <42B319D1.8060509@miet.ru> Maciak, TJ wrote: > I have made a custom field for "tickets" and I see it show up when > creating a new ticket, but when I select one of the items > from the list the ticket is created and the custom fields section shows > up on the ticket but it says (No Value). > > Then I click on Custom Fields to select a value and I get: > Could not add new custom field value. Permission Denied. You don't have enough rights to manage Ticket's CF values. > > Also... > > Is there a way to require certain fields when a user creates a new ticket? > I did a search on the wiki for required fields and custom ticket but did > not find any results. This feature available in >=3.5.1 releases(development). > > > 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 From Ruslan.Zakirov at miet.ru Fri Jun 17 14:49:42 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 17 Jun 2005 22:49:42 +0400 Subject: [rt-users] Ticket's not being created 3.4.2 In-Reply-To: <7d73da050616111215f6935@mail.gmail.com> References: <7d73da050616111215f6935@mail.gmail.com> Message-ID: <42B31B46.80102@miet.ru> Juan Mas wrote: > Hi all, > > Ive got 3.4.2 now running on the new box along with databases migrated > and upgraded from 3.2.2. The problem is I cannot create tickets from > an outside source. Meaning I can create a ticket from within RT, but > if I try to e-mail a ticket it doesnt get created. I see the activity > in the logs of e-mail trying to get through, but I dont see tickets > being created. Is there something I need to start or do to get this > to work? > See RT logs. Threre is should be something. From vicki at progeny.com Fri Jun 17 11:07:25 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 17 Jun 2005 10:07:25 -0500 Subject: [rt-users] Comment when ticket transfers queues Message-ID: <42B2E72D.4060302@progeny.com> I am trying to determine how to get RT to prompt for and add a comment to the ticket when it is transferred to another queue. I tried editing the Global OnQueueChange scrip, but I haven't gotten it right. I tried to change it from Notify AdminCCs to Notify Watchers and from Global template: Transaction to Global template: Correspondence or Global template: Admin Comment. Neither worked. Do I need to create a custom template? I am new to all of this scrip stuff, but I appreciate the power it gives RT. Now I just need to understand it better. Thanks for your time and consideration. Vicki From Iris.Brookes at tdsecurities.com Fri Jun 17 11:34:51 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Fri, 17 Jun 2005 11:34:51 -0400 Subject: [rt-users] Comment when ticket transfers queues Message-ID: Create a custom field to hold the new value. Next, create a scrip to set the value of this custom field on queue change. Iris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Vicki Stanfield Sent: Friday, June 17, 2005 11:07 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Comment when ticket transfers queues I am trying to determine how to get RT to prompt for and add a comment to the ticket when it is transferred to another queue. I tried editing the Global OnQueueChange scrip, but I haven't gotten it right. I tried to change it from Notify AdminCCs to Notify Watchers and from Global template: Transaction to Global template: Correspondence or Global template: Admin Comment. Neither worked. Do I need to create a custom template? I am new to all of this scrip stuff, but I appreciate the power it gives RT. Now I just need to understand it better. Thanks for your time and consideration. 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 brandonp at omniture.com Fri Jun 17 11:36:56 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Fri, 17 Jun 2005 09:36:56 -0600 Subject: [rt-users] Reply sent when Solving ticket... Message-ID: <9EFF80DD1187504385D1A7CB5BA567B705CCFA89@exchange2.orm.omniture.com> I haven't been able to get this to work yet. It seems that the 'resolve' action is processed before the comment, so when the resolve action runs, that comment isn't entered into the system yet. Am I missing something? -----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, June 16, 2005 9:28 PM To: fmml at cedval.org Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Reply sent when Solving ticket... Francois Meehan wrote: > Hi, > > When a ticket is "Resolve", and I have entered a description of what I did > to resolve in the "message" section of the ticket, that message is not > sent to the requester, he only receives the "According to our records, > your request has been resolved. If you have any further questions or > concerns, please respond to this message." message... > > Is this normal behavior? How can I change that? Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail Then FAQ on the wiki Then search in archives. > > Francois > > > Random Thought: > --------------- > Many attempts to communicate are nullified by saying too much. - Robert Greenleaf > _______________________________________________ > 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 vicki at progeny.com Fri Jun 17 11:38:31 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 17 Jun 2005 10:38:31 -0500 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: References: Message-ID: <42B2EE77.3000303@progeny.com> Brookes, Iris wrote: >Create a custom field to hold the new value. Next, create a scrip to set the value of this custom field on queue change. > >Iris > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Vicki >Stanfield >Sent: Friday, June 17, 2005 11:07 AM >To: rt-users at lists.bestpractical.com >Subject: [rt-users] Comment when ticket transfers queues > > >I am trying to determine how to get RT to prompt for and add a comment >to the ticket when it is transferred to another queue. I tried editing >the Global OnQueueChange scrip, but I haven't gotten it right. I tried >to change it from Notify AdminCCs to Notify Watchers and from Global >template: Transaction to Global template: Correspondence or Global >template: Admin Comment. Neither worked. Do I need to create a custom >template? I am new to all of this scrip stuff, but I appreciate the >power it gives RT. Now I just need to understand it better. Thanks for >your time and consideration. > >Vicki >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > So why would this be a custom field, when all I want is the same result as if I'd added a comment to the ticket and then transferred it to another queue? I just want it to be a single action instead of two steps. Did I state my question badly, or does this really require a custom field? I would think it could go where the other comments and/or replies go. Still learning, Vicki Vicki From Ruslan.Zakirov at miet.ru Fri Jun 17 15:47:46 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 17 Jun 2005 23:47:46 +0400 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <42B2E72D.4060302@progeny.com> References: <42B2E72D.4060302@progeny.com> Message-ID: <42B328E2.3050908@miet.ru> Vicki Stanfield wrote: > I am trying to determine how to get RT to prompt for and add a comment > to the ticket when it is transferred to another queue. I tried editing 1) RT adds transaction to the ticket that ticket was moved from queue A to queue B. 2) You can't force user to add comment whe he moves ticket to another queue. Learn your users explain thier movement. 3) You can notify queue and/or ticket watchers that ticket was moved. What exactly do you want to do? > the Global OnQueueChange scrip, but I haven't gotten it right. I tried > to change it from Notify AdminCCs to Notify Watchers and from Global > template: Transaction to Global template: Correspondence or Global > template: Admin Comment. Neither worked. Do I need to create a custom > template? I am new to all of this scrip stuff, but I appreciate the > power it gives RT. Now I just need to understand it better. Thanks for > your time and consideration. > > 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 vicki at progeny.com Fri Jun 17 11:54:03 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 17 Jun 2005 10:54:03 -0500 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <42B328E2.3050908@miet.ru> References: <42B2E72D.4060302@progeny.com> <42B328E2.3050908@miet.ru> Message-ID: <42B2F21B.6030001@progeny.com> Ruslan U. Zakirov wrote: >Vicki Stanfield wrote: > > >>I am trying to determine how to get RT to prompt for and add a comment >>to the ticket when it is transferred to another queue. I tried editing >> >> >1) RT adds transaction to the ticket that ticket was moved from queue A >to queue B. >2) You can't force user to add comment whe he moves ticket to another >queue. Learn your users explain thier movement. >3) You can notify queue and/or ticket watchers that ticket was moved. > >What exactly do you want to do? > > > While I know that I can't force the user to enter a comment, I would like to prompt for a comment by popping up the editor place where a comment would be typed in. I assume that this would be a new template or the template from Admin Comment or Correspondence. I simply want RT, when a user selects to transfer a ticket, to offer a place to type in a comment in the same transaction and then write that to the ticket. I want the result to be basically the same as if the user added a comment and then transferred the ticket. When you view the ticket afterward, you would see something like this: Fri Jun 10 14:06:11 2005 *vicki - Correspondence added * [Reply ] [Comment ] Download (untitled) text/plain 12b Done. Vicki Fri Jun 10 14:06:11 2005 *vicki - Queue changed from System Administration to FollowUp * From Ruslan.Zakirov at miet.ru Fri Jun 17 15:59:52 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Fri, 17 Jun 2005 23:59:52 +0400 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <42B2EE77.3000303@progeny.com> References: <42B2EE77.3000303@progeny.com> Message-ID: <42B32BB8.2070103@miet.ru> Vicki Stanfield wrote: > Brookes, Iris wrote: > >> Create a custom field to hold the new value. Next, create a scrip to >> set the value of this custom field on queue change. >> >> Iris >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Vicki >> Stanfield >> Sent: Friday, June 17, 2005 11:07 AM >> To: rt-users at lists.bestpractical.com >> Subject: [rt-users] Comment when ticket transfers queues >> >> >> I am trying to determine how to get RT to prompt for and add a comment >> to the ticket when it is transferred to another queue. I tried editing >> the Global OnQueueChange scrip, but I haven't gotten it right. I tried >> to change it from Notify AdminCCs to Notify Watchers and from Global >> template: Transaction to Global template: Correspondence or Global >> template: Admin Comment. Neither worked. Do I need to create a custom >> template? I am new to all of this scrip stuff, but I appreciate the >> power it gives RT. Now I just need to understand it better. Thanks for >> your time and consideration. >> >> Vicki >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> > So why would this be a custom field, when all I want is the same result > as if I'd added a comment to the ticket and then transferred it to > another queue? I just want it to be a single action instead of two > steps. Did I state my question badly, or does this really require a > custom field? I would think it could go where the other comments and/or > replies go. Still learning, IMHO Iris didn't understand you as I, too. CFs can't help with your problem much. Vicki, scrips wouldn't help you here, too. Scrips can't affect UI and can't interact with client. Scirps can do background job and only after something had happened already(for example ticket was moved to another queue). AFAIU, you want RT shows "add comment" page if user moves ticket. Right? I think this is possible with hacking RT a little. > > Vicki > 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 vicki at progeny.com Fri Jun 17 11:59:10 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 17 Jun 2005 10:59:10 -0500 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <42B32BB8.2070103@miet.ru> References: <42B2EE77.3000303@progeny.com> <42B32BB8.2070103@miet.ru> Message-ID: <42B2F34E.7070104@progeny.com> Ruslan U. Zakirov wrote: >Vicki Stanfield wrote: > > >>Brookes, Iris wrote: >> >> >> >>>Create a custom field to hold the new value. Next, create a scrip to >>>set the value of this custom field on queue change. >>> >>>Iris >>> >>>-----Original Message----- >>>From: rt-users-bounces at lists.bestpractical.com >>>[mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Vicki >>>Stanfield >>>Sent: Friday, June 17, 2005 11:07 AM >>>To: rt-users at lists.bestpractical.com >>>Subject: [rt-users] Comment when ticket transfers queues >>> >>> >>>I am trying to determine how to get RT to prompt for and add a comment >>>to the ticket when it is transferred to another queue. I tried editing >>>the Global OnQueueChange scrip, but I haven't gotten it right. I tried >>>to change it from Notify AdminCCs to Notify Watchers and from Global >>>template: Transaction to Global template: Correspondence or Global >>>template: Admin Comment. Neither worked. Do I need to create a custom >>>template? I am new to all of this scrip stuff, but I appreciate the >>>power it gives RT. Now I just need to understand it better. Thanks for >>>your time and consideration. >>> >>>Vicki >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> >>> >>> >>So why would this be a custom field, when all I want is the same result >>as if I'd added a comment to the ticket and then transferred it to >>another queue? I just want it to be a single action instead of two >>steps. Did I state my question badly, or does this really require a >>custom field? I would think it could go where the other comments and/or >>replies go. Still learning, >> >> >IMHO Iris didn't understand you as I, too. CFs can't help with your >problem much. > >Vicki, scrips wouldn't help you here, too. Scrips can't affect UI and >can't interact with client. Scirps can do background job and only after >something had happened already(for example ticket was moved to another >queue). > >AFAIU, you want RT shows "add comment" page if user moves ticket. Right? >I think this is possible with hacking RT a little. > > > >>Vicki >>Vicki >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> > > > Yes, that sounds like exactly what I want. What is the next step? Vicki From jra at baylink.com Fri Jun 17 12:05:46 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 17 Jun 2005 12:05:46 -0400 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <42B328E2.3050908@miet.ru>; from "Ruslan U. Zakirov" on Fri, Jun 17, 2005 at 11:47:46PM +0400 References: <42B2E72D.4060302@progeny.com> <42B328E2.3050908@miet.ru> Message-ID: <20050617120546.C6046@cgi.jachomes.com> On Fri, Jun 17, 2005 at 11:47:46PM +0400, Ruslan U. Zakirov wrote: > Vicki Stanfield wrote: > > I am trying to determine how to get RT to prompt for and add a comment > > to the ticket when it is transferred to another queue. I tried editing > 1) RT adds transaction to the ticket that ticket was moved from queue A > to queue B. > 2) You can't force user to add comment whe he moves ticket to another > queue. Learn your users explain thier movement. "The software can't do it, train your users not to forget" is never an acceptable answer, Ruslan. :-) Yes, I believe that's what she wants: she wants to force RT to prompt for a comment transaction to automagically accompany the queue change transaction. On reflection, it seems to *me* that the easiest way to accomplish that, since the queue in which a ticket lives seems only to be able to be changed in the GUI from Basics and Jumbo, is to further restrict it only to the Jumbo screen, and modify the code which catches it to throw an error on Queue changes unless the comment field has contents in it. I'm not enough of an RT hacker to know how practical such a change to the code is, but this sort of speaks to where *I* was originally going with ticket-tracking design before I found RT, which is that *every* transaction automatically has fields for both private and public comment, regardless of what sort of transaction it is. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From vicki at progeny.com Fri Jun 17 12:11:57 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 17 Jun 2005 11:11:57 -0500 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <20050617120546.C6046@cgi.jachomes.com> References: <42B2E72D.4060302@progeny.com> <42B328E2.3050908@miet.ru> <20050617120546.C6046@cgi.jachomes.com> Message-ID: <42B2F64D.5080606@progeny.com> Jay R. Ashworth wrote: >On Fri, Jun 17, 2005 at 11:47:46PM +0400, Ruslan U. Zakirov wrote: > > >>Vicki Stanfield wrote: >> >> >>>I am trying to determine how to get RT to prompt for and add a comment >>>to the ticket when it is transferred to another queue. I tried editing >>> >>> >>1) RT adds transaction to the ticket that ticket was moved from queue A >>to queue B. >>2) You can't force user to add comment whe he moves ticket to another >>queue. Learn your users explain thier movement. >> >> > >"The software can't do it, train your users not to forget" is never an >acceptable answer, Ruslan. :-) > >Yes, I believe that's what she wants: she wants to force RT to prompt >for a comment transaction to automagically accompany the queue change >transaction. > >On reflection, it seems to *me* that the easiest way to accomplish >that, since the queue in which a ticket lives seems only to be able to >be changed in the GUI from Basics and Jumbo, is to further restrict it >only to the Jumbo screen, and modify the code which catches it to throw >an error on Queue changes unless the comment field has contents in it. > >I'm not enough of an RT hacker to know how practical such a change to >the code is, but this sort of speaks to where *I* was originally going >with ticket-tracking design before I found RT, which is that *every* >transaction automatically has fields for both private and public >comment, regardless of what sort of transaction it is. > >Cheers, >-- jra > > Yes, this would be an improvement IMHO. I really think it is better to offer the user an opportunity to comment even if it goes unused much of the time. The database size change would be minimal and the benefit would be great. Our situation is that we transfer tickets back and forth between queues to pass them off for the next stage of work. Sure, I can go and add a comment to tell them what stage was just completed and what was done by whom, but it seems to me that wanting to do so would be more the rule than the exception. Is my intended usage so unusual? Anyway, I am happy to help in any way that I can with the code modification, although I suspect that my weak Perl skills probably deter this. Thanks. Vicki From jra at baylink.com Fri Jun 17 12:17:39 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 17 Jun 2005 12:17:39 -0400 Subject: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues) Message-ID: <20050617121739.D6046@cgi.jachomes.com> On Fri, Jun 17, 2005 at 11:11:57AM -0500, Vicki Stanfield wrote: > >Yes, I believe that's what she wants: she wants to force RT to prompt > >for a comment transaction to automagically accompany the queue change > >transaction. > > > >On reflection, it seems to *me* that the easiest way to accomplish > >that, since the queue in which a ticket lives seems only to be able to > >be changed in the GUI from Basics and Jumbo, is to further restrict it > >only to the Jumbo screen, and modify the code which catches it to throw > >an error on Queue changes unless the comment field has contents in it. > > > >I'm not enough of an RT hacker to know how practical such a change to > >the code is, but this sort of speaks to where *I* was originally going > >with ticket-tracking design before I found RT, which is that *every* > >transaction automatically has fields for both private and public > >comment, regardless of what sort of transaction it is. > Yes, this would be an improvement IMHO. I really think it is better to > offer the user an opportunity to comment even if it goes unused much of > the time. The database size change would be minimal and the benefit > would be great. Our situation is that we transfer tickets back and forth > between queues to pass them off for the next stage of work. Sure, I can > go and add a comment to tell them what stage was just completed and what > was done by whom, but it seems to me that wanting to do so would be more > the rule than the exception. Is my intended usage so unusual? Well, clearly *I* don't think so, but I do not comprise the entire set of users of RT. So, a poll: ================================================================ When you make status changes to a ticket (current queue, owner, priority, etc), do you add a related comment 1) Always 2) Almost always 3) Occasionally 4) Almost never ? ================================================================ (I've unthreaded this message so no one misses it.) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From brandonp at omniture.com Fri Jun 17 12:29:51 2005 From: brandonp at omniture.com (Brandon Pulsipher) Date: Fri, 17 Jun 2005 10:29:51 -0600 Subject: [rt-users] Reply sent when Solving ticket... Message-ID: <9EFF80DD1187504385D1A7CB5BA567B705CCFB2F@exchange2.orm.omniture.com> That works, but then a user receives 2 emails: One telling them the ticket is resolved Then a second one with the comments I wanted to combine this into a single "Your issue has been resolved with the following comments" e-mail. -----Original Message----- From: asterr [mailto:asterr at pobox.com] Sent: Friday, June 17, 2005 10:26 AM To: Brandon Pulsipher Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Reply sent when Solving ticket... I am using RT 3.0.6, but I simply set the Update Type to "Response to Requestors" when entering a resolution, instead of "Comment". This allows my resolution details to go to the requestor. -Aaron On Fri, 17 Jun 2005, Brandon Pulsipher wrote: > I haven't been able to get this to work yet. It seems that the > 'resolve' action is processed before the comment, so when the resolve > action runs, that comment isn't entered into the system yet. Am I > missing something? > > -----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, June 16, 2005 9:28 PM > To: fmml at cedval.org > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Reply sent when Solving ticket... > > Francois Meehan wrote: > > Hi, > > > > When a ticket is "Resolve", and I have entered a description of what I > did > > to resolve in the "message" section of the ticket, that message is not > > sent to the requester, he only receives the "According to our records, > > your request has been resolved. If you have any further questions or > > concerns, please respond to this message." message... > > > > Is this normal behavior? How can I change that? > Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail > Then FAQ on the wiki > Then search in archives. > > > > > Francois > > > > > > Random Thought: > > --------------- > > Many attempts to communicate are nullified by saying too much. - > Robert Greenleaf > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From Ruslan.Zakirov at miet.ru Fri Jun 17 16:36:14 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sat, 18 Jun 2005 00:36:14 +0400 Subject: [rt-users] Reply sent when Solving ticket... In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B705CCFB2F@exchange2.orm.omniture.com> References: <9EFF80DD1187504385D1A7CB5BA567B705CCFB2F@exchange2.orm.omniture.com> Message-ID: <42B3343E.3070805@miet.ru> Brandon Pulsipher wrote: > That works, but then a user receives 2 emails: > One telling them the ticket is resolved > Then a second one with the comments > > I wanted to combine this into a single "Your issue has been resolved > with the following comments" e-mail. Yes, just delete scrip that sends email without comment. > > -----Original Message----- > From: asterr [mailto:asterr at pobox.com] > Sent: Friday, June 17, 2005 10:26 AM > To: Brandon Pulsipher > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Reply sent when Solving ticket... > > I am using RT 3.0.6, but I simply set the Update Type to "Response > to Requestors" when entering a resolution, instead of "Comment". > This allows my resolution details to go to the requestor. > > -Aaron > > On Fri, 17 Jun 2005, Brandon Pulsipher wrote: > > >>I haven't been able to get this to work yet. It seems that the >>'resolve' action is processed before the comment, so when the resolve >>action runs, that comment isn't entered into the system yet. Am I >>missing something? >> >>-----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, June 16, 2005 9:28 PM >>To: fmml at cedval.org >>Cc: rt-users at lists.bestpractical.com >>Subject: Re: [rt-users] Reply sent when Solving ticket... >> >>Francois Meehan wrote: >> >>>Hi, >>> >>>When a ticket is "Resolve", and I have entered a description of what > > I > >>did >> >>>to resolve in the "message" section of the ticket, that message is > > not > >>>sent to the requester, he only receives the "According to our > > records, > >>>your request has been resolved. If you have any further questions or >>>concerns, please respond to this message." message... >>> >>>Is this normal behavior? How can I change that? >> >>Start from > > http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail > >>Then FAQ on the wiki >>Then search in archives. >> >> >>>Francois >>> >>> >>>Random Thought: >>>--------------- >>>Many attempts to communicate are nullified by saying too much. - >> >>Robert Greenleaf >> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From maxb at ukf.net Fri Jun 17 12:37:05 2005 From: maxb at ukf.net (Max Bowsher) Date: Fri, 17 Jun 2005 17:37:05 +0100 Subject: POLL: comments with status changes (was Re: [rt-users] Comment whenticket transfers queues) References: <20050617121739.D6046@cgi.jachomes.com> Message-ID: <023b01c5735a$cc1c8840$e6ec6f83@chimaera> Jay R. Ashworth wrote: > So, a poll: > > ================================================================ > When you make status changes to a ticket (current queue, owner, > priority, etc), do you add a related comment > > 1) Always > 2) Almost always > 3) Occasionally > 4) Almost never > > ================================================================ 2) Almost always. I usually find it appropriate to make some annotation explaining to others the reason for the change. Max. From asterr at pobox.com Fri Jun 17 12:25:35 2005 From: asterr at pobox.com (asterr) Date: Fri, 17 Jun 2005 09:25:35 -0700 (PDT) Subject: [rt-users] Reply sent when Solving ticket... In-Reply-To: <9EFF80DD1187504385D1A7CB5BA567B705CCFA89@exchange2.orm.omniture.com> Message-ID: I am using RT 3.0.6, but I simply set the Update Type to "Response to Requestors" when entering a resolution, instead of "Comment". This allows my resolution details to go to the requestor. -Aaron On Fri, 17 Jun 2005, Brandon Pulsipher wrote: > I haven't been able to get this to work yet. It seems that the > 'resolve' action is processed before the comment, so when the resolve > action runs, that comment isn't entered into the system yet. Am I > missing something? > > -----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, June 16, 2005 9:28 PM > To: fmml at cedval.org > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Reply sent when Solving ticket... > > Francois Meehan wrote: > > Hi, > > > > When a ticket is "Resolve", and I have entered a description of what I > did > > to resolve in the "message" section of the ticket, that message is not > > sent to the requester, he only receives the "According to our records, > > your request has been resolved. If you have any further questions or > > concerns, please respond to this message." message... > > > > Is this normal behavior? How can I change that? > Start from http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail > Then FAQ on the wiki > Then search in archives. > > > > > Francois > > > > > > Random Thought: > > --------------- > > Many attempts to communicate are nullified by saying too much. - > Robert Greenleaf > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From vicki at progeny.com Fri Jun 17 12:45:59 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 17 Jun 2005 11:45:59 -0500 Subject: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues) In-Reply-To: <20050617121739.D6046@cgi.jachomes.com> References: <20050617121739.D6046@cgi.jachomes.com> Message-ID: <42B2FE47.5070102@progeny.com> Jay R. Ashworth wrote: >Well, clearly *I* don't think so, but I do not comprise the entire set >of users of RT. > >So, a poll: > >================================================================ >When you make status changes to a ticket (current queue, owner, >priority, etc), do you add a related comment > >1) Always >2) Almost always >3) Occasionally >4) Almost never > >? >================================================================ > >(I've unthreaded this message so no one misses it.) > >Cheers, >-- jra > > No offense, Jay, but I vote for: 1) Always Vicki From cdevers at pobox.com Fri Jun 17 12:46:03 2005 From: cdevers at pobox.com (Chris Devers) Date: Fri, 17 Jun 2005 12:46:03 -0400 (EDT) Subject: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues) In-Reply-To: <20050617121739.D6046@cgi.jachomes.com> References: <20050617121739.D6046@cgi.jachomes.com> Message-ID: On Fri, 17 Jun 2005, Jay R. Ashworth wrote: > When you make status changes to a ticket (current queue, owner, > priority, etc), do you add a related comment > > 1) Always > 2) Almost always > 3) Occasionally > 4) Almost never 2, Almost always. Turning the question around, the vast majority of the time I'm updating a ticket, I either * add a comment (to myself, mainly) or a reply * use the Jumbo page to update several fields, including status, due date, related tickets, etc, and when I do one of these multi-field changes, I'll usually add a comment that explains things as well. But then, most of my coworkers don't update things as diligently (or, as far as I know, subscribe to the [rt-users] list), so I'm not sure if I'm a typical user or an anomaly. I suspect the latter is the case, and that most of the RT users here do *not* usually bother with comments. -- Chris Devers From modle at ara.com Fri Jun 17 12:09:06 2005 From: modle at ara.com (Matt Odle) Date: Fri, 17 Jun 2005 10:09:06 -0600 Subject: [rt-users] Reply on Resolve by default Message-ID: <42B2F5A2.7020200@ara.com> Is there a way to set the default to reply when resolving a ticket? It is defaulting to comment now. I am running RT 3.2.2. From dle at sympatico.ca Fri Jun 17 12:22:49 2005 From: dle at sympatico.ca (Dave Edwards) Date: Fri, 17 Jun 2005 12:22:49 -0400 Subject: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues) In-Reply-To: <20050617121739.D6046@cgi.jachomes.com> References: <20050617121739.D6046@cgi.jachomes.com> Message-ID: <20050617162249.GA6330@sympatico.ca> So, a poll: > > ================================================================ > When you make status changes to a ticket (current queue, owner, > priority, etc), do you add a related comment > > 1) Always > 2) Almost always > 3) Occasionally > 4) Almost never > > ? > ================================================================ > 3 -- Dave Edwards Freelance and Technical Writer, With Special Interest in Open Source Software http://bigStory.homelinux.org -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From les at futuresource.com Fri Jun 17 12:52:04 2005 From: les at futuresource.com (Les Mikesell) Date: Fri, 17 Jun 2005 11:52:04 -0500 Subject: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues) In-Reply-To: <20050617121739.D6046@cgi.jachomes.com> References: <20050617121739.D6046@cgi.jachomes.com> Message-ID: <1119027124.23499.37.camel@moola.futuresource.com> On Fri, 2005-06-17 at 11:17, Jay R. Ashworth wrote: > Well, clearly *I* don't think so, but I do not comprise the entire set > of users of RT. > > So, a poll: > > ================================================================ > When you make status changes to a ticket (current queue, owner, > priority, etc), do you add a related comment > > 1) Always > 2) Almost always > 3) Occasionally > 4) Almost never Always. I'd be perfectly happy if the only way to set the status to resolved was by changing it inside the comment or reply screens. -- Les Mikesell les at futuresource.com From Iris.Brookes at tdsecurities.com Fri Jun 17 12:55:25 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Fri, 17 Jun 2005 12:55:25 -0400 Subject: POLL: comments with status changes (was Re: [rt-users] Comment whenticket transfers queues) Message-ID: I vote for 1) Always Iris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jay R. Ashworth Sent: Friday, June 17, 2005 12:18 PM To: rt-users at lists.bestpractical.com Subject: POLL: comments with status changes (was Re: [rt-users] Comment whenticket transfers queues) On Fri, Jun 17, 2005 at 11:11:57AM -0500, Vicki Stanfield wrote: > >Yes, I believe that's what she wants: she wants to force RT to prompt > >for a comment transaction to automagically accompany the queue change > >transaction. > > > >On reflection, it seems to *me* that the easiest way to accomplish > >that, since the queue in which a ticket lives seems only to be able to > >be changed in the GUI from Basics and Jumbo, is to further restrict it > >only to the Jumbo screen, and modify the code which catches it to throw > >an error on Queue changes unless the comment field has contents in it. > > > >I'm not enough of an RT hacker to know how practical such a change to > >the code is, but this sort of speaks to where *I* was originally going > >with ticket-tracking design before I found RT, which is that *every* > >transaction automatically has fields for both private and public > >comment, regardless of what sort of transaction it is. > Yes, this would be an improvement IMHO. I really think it is better to > offer the user an opportunity to comment even if it goes unused much of > the time. The database size change would be minimal and the benefit > would be great. Our situation is that we transfer tickets back and forth > between queues to pass them off for the next stage of work. Sure, I can > go and add a comment to tell them what stage was just completed and what > was done by whom, but it seems to me that wanting to do so would be more > the rule than the exception. Is my intended usage so unusual? Well, clearly *I* don't think so, but I do not comprise the entire set of users of RT. So, a poll: ================================================================ When you make status changes to a ticket (current queue, owner, priority, etc), do you add a related comment 1) Always 2) Almost always 3) Occasionally 4) Almost never ? ================================================================ (I've unthreaded this message so no one misses it.) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Fri Jun 17 13:01:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Jun 2005 13:01:34 -0400 Subject: [rt-users] ADMIN: Polls Message-ID: <20050617170134.GG27218@bestpractical.com> I'd like to humbly request that if you'd like to poll the RT userbase on a topic, you ask respondents to send their answers off list and you post a followup with a summary. Alternatively, set up an RT instance with ExtractCustomFields and have folks mail their answers there. Then use the search UI to pull out counts ;) Best, Jesse -- From Ruslan.Zakirov at miet.ru Fri Jun 17 17:20:00 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sat, 18 Jun 2005 01:20:00 +0400 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <20050617120546.C6046@cgi.jachomes.com> References: <42B2E72D.4060302@progeny.com> <42B328E2.3050908@miet.ru> <20050617120546.C6046@cgi.jachomes.com> Message-ID: <42B33E80.3080809@miet.ru> Jay R. Ashworth wrote: > On Fri, Jun 17, 2005 at 11:47:46PM +0400, Ruslan U. Zakirov wrote: > >>Vicki Stanfield wrote: >> >>>I am trying to determine how to get RT to prompt for and add a comment >>>to the ticket when it is transferred to another queue. I tried editing >> >>1) RT adds transaction to the ticket that ticket was moved from queue A >>to queue B. >>2) You can't force user to add comment whe he moves ticket to another >>queue. Learn your users explain thier movement. > > > "The software can't do it, train your users not to forget" is never an > acceptable answer, Ruslan. :-) Hehe, do you have time and knowledge to work on this for free? I work on other RT relaited projects. Did you see wishlist on the wiki? In my head and local rt_todo.txt a lot of additions to that list. > > Yes, I believe that's what she wants: she wants to force RT to prompt > for a comment transaction to automagically accompany the queue change > transaction. You should know that RT doesn't support mandatory actions at all. For example you can't force user to do something if he want do something else. So to implement this feature in the right way you have to write basic framework that allows developers to write fallback code paths easy. By "right way" I mean patch is can be merged into mainline, and requirements to such patches are far-far away from patches users usualy send to MLs, it requires docs, tests... > > On reflection, it seems to *me* that the easiest way to accomplish > that, since the queue in which a ticket lives seems only to be able to > be changed in the GUI from Basics and Jumbo, is to further restrict it > only to the Jumbo screen, and modify the code which catches it to throw > an error on Queue changes unless the comment field has contents in it. solution is broken, because you have to learn your users to use Jumbo page if he wants move ticket to another queue. Do you often use Jumbo page? I never used it :) You should catch event in all places, even in bulk update and this would be right solution. > > I'm not enough of an RT hacker to know how practical such a change to > the code is, but this sort of speaks to where *I* was originally going > with ticket-tracking design before I found RT, which is that *every* > transaction automatically has fields for both private and public > comment, regardless of what sort of transaction it is. I don't understand what are you talking about. This is Transactions table with comments: id INTEGER NOT NULL AUTO_INCREMENT, ObjectType varchar(64) NOT NULL, ObjectId integer NOT NULL DEFAULT 0 , # Link to the object: for eaxmle ('Ticket', 1) TimeTaken integer NOT NULL DEFAULT 0 , # time taken to finish job described in this transaction Type varchar(20) NULL , # type of transaction Field varchar(40) NULL , OldValue varchar(255) NULL , NewValue varchar(255) NULL , # what field was changed with this transaction, old value, new value ReferenceType varchar(255) NULL, OldReference integer NULL , NewReference integer NULL , # new thing to me, didn't analize this much Data varchar(255) NULL , # private data Creator integer NOT NULL DEFAULT 0 , Created DATETIME NULL , # common fields PRIMARY KEY (id) I don't see any special fields with public or private comments in the Transactions table. PS: sales at bestpractical.com or hack it yourself and share. > > Cheers, > -- jra From jra at baylink.com Fri Jun 17 13:29:21 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 17 Jun 2005 13:29:21 -0400 Subject: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues) In-Reply-To: <42B2FE47.5070102@progeny.com>; from Vicki Stanfield on Fri, Jun 17, 2005 at 11:45:59AM -0500 References: <20050617121739.D6046@cgi.jachomes.com> <42B2FE47.5070102@progeny.com> Message-ID: <20050617132921.C3642@cgi.jachomes.com> On Fri, Jun 17, 2005 at 11:45:59AM -0500, Vicki Stanfield wrote: > Jay R. Ashworth wrote: > No offense, Jay, but I vote for: > > 1) Always You're not offending me; as I said, that's the way I'd *prefer* that it worked. But, 20 years of systems design notwithstanding, I don't like to recommend major changes to other people's programs without a little backup... :-) Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From Iris.Brookes at tdsecurities.com Fri Jun 17 13:34:07 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Fri, 17 Jun 2005 13:34:07 -0400 Subject: [rt-users] OnCreateResolved Message-ID: I have implemented the code found at: http://wiki.bestpractical.com/index.cgi?OnCreateResolved http://marc.theaimsgroup.com/?l=rt-users &m=111587711914525&w=2 as a global scrip but it does not work. The only email that get sent is to the requestor regarding the creation of the ticket. What am I doing wrong? Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From jra at baylink.com Fri Jun 17 13:36:07 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 17 Jun 2005 13:36:07 -0400 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <42B33E80.3080809@miet.ru>; from "Ruslan U. Zakirov" on Sat, Jun 18, 2005 at 01:20:00AM +0400 References: <42B2E72D.4060302@progeny.com> <42B328E2.3050908@miet.ru> <20050617120546.C6046@cgi.jachomes.com> <42B33E80.3080809@miet.ru> Message-ID: <20050617133607.D3642@cgi.jachomes.com> On Sat, Jun 18, 2005 at 01:20:00AM +0400, Ruslan U. Zakirov wrote: > Jay R. Ashworth wrote: > > On Fri, Jun 17, 2005 at 11:47:46PM +0400, Ruslan U. Zakirov wrote: > > > >>Vicki Stanfield wrote: > >> > >>>I am trying to determine how to get RT to prompt for and add a comment > >>>to the ticket when it is transferred to another queue. I tried editing > >> > >>1) RT adds transaction to the ticket that ticket was moved from queue A > >>to queue B. > >>2) You can't force user to add comment whe he moves ticket to another > >>queue. Learn your users explain thier movement. > > > > "The software can't do it, train your users not to forget" is never an > > acceptable answer, Ruslan. :-) > Hehe, do you have time and knowledge to work on this for free? I work on > other RT relaited projects. Did you see wishlist on the wiki? In my head > and local rt_todo.txt a lot of additions to that list. At the moment, no. But, if there's a concensus that it is The Right Thing To Do, then certainly, someone ought to communicate that concensus to Those Who Design. No? > > Yes, I believe that's what she wants: she wants to force RT to prompt > > for a comment transaction to automagically accompany the queue change > > transaction. > You should know that RT doesn't support mandatory actions at all. For > example you can't force user to do something if he want do something > else. So to implement this feature in the right way you have to write > basic framework that allows developers to write fallback code paths > easy. By "right way" I mean patch is can be merged into mainline, and > requirements to such patches are far-far away from patches users usualy > send to MLs, it requires docs, tests... Well, bouncing updates that don't meet spec is, I suspect already in there; this amounts merely to changing "doesn't meet spec" slightly. The full-sized version of how I'd approach this, myself, though, constitutes a fairly large change, yes. > > On reflection, it seems to *me* that the easiest way to accomplish > > that, since the queue in which a ticket lives seems only to be able to > > be changed in the GUI from Basics and Jumbo, is to further restrict it > > only to the Jumbo screen, and modify the code which catches it to throw > > an error on Queue changes unless the comment field has contents in it. > solution is broken, because you have to learn your users to use Jumbo > page if he wants move ticket to another queue. Do you often use Jumbo > page? I never used it :) If there's no other place to move it, then what will they do? :-) > You should catch event in all places, even in bulk update and this would > be right solution. Well, semantically, bulk updates ought to have comments for (slightly) different reasons, but going that far pushes it down into a DBMS trigger, I suspect. > > I'm not enough of an RT hacker to know how practical such a change to > > the code is, but this sort of speaks to where *I* was originally going > > with ticket-tracking design before I found RT, which is that *every* > > transaction automatically has fields for both private and public > > comment, regardless of what sort of transaction it is. > I don't understand what are you talking about. Then you didn't read closely enough. > This is Transactions table with comments: > id INTEGER NOT NULL AUTO_INCREMENT, > ObjectType varchar(64) NOT NULL, > ObjectId integer NOT NULL DEFAULT 0 , > # Link to the object: for eaxmle ('Ticket', 1) > > TimeTaken integer NOT NULL DEFAULT 0 , > # time taken to finish job described in this transaction > > Type varchar(20) NULL , > # type of transaction > > Field varchar(40) NULL , > OldValue varchar(255) NULL , > NewValue varchar(255) NULL , > # what field was changed with this transaction, old value, new value > > ReferenceType varchar(255) NULL, > OldReference integer NULL , > NewReference integer NULL , > # new thing to me, didn't analize this much > > Data varchar(255) NULL , > # private data > > Creator integer NOT NULL DEFAULT 0 , > Created DATETIME NULL , > # common fields > > PRIMARY KEY (id) > > I don't see any special fields with public or private comments in the > Transactions table. Clearly, you missed where I said "where *I* was originally going with ticket-tracking design before I found RT". > PS: sales at bestpractical.com or hack it yourself and share. Oh, so we're *not* interested in suggestions regarding design issues, then? That's an assertion that I think I'll only actually believe if it comes with an @bestpractical.com email address. All The Smart Designers Aren't You, either, to paraphrase the rule. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jra at baylink.com Fri Jun 17 13:47:07 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 17 Jun 2005 13:47:07 -0400 Subject: NEVERMIND (was Re: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues)) In-Reply-To: <1119027124.23499.37.camel@moola.futuresource.com>; from Les Mikesell on Fri, Jun 17, 2005 at 11:52:04AM -0500 References: <20050617121739.D6046@cgi.jachomes.com> <1119027124.23499.37.camel@moola.futuresource.com> Message-ID: <20050617134707.F3642@cgi.jachomes.com> On Fri, Jun 17, 2005 at 11:52:04AM -0500, Les Mikesell wrote: > Always. I'd be perfectly happy if the only way to set the status > to resolved was by changing it inside the comment or reply > screens. Well, Jesse has just explained to me (off list, for some reason) that there are enough paying customers whose workflows would be broken by the idea that it's not likely ever to happen. So, nevermind. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From jesse at bestpractical.com Fri Jun 17 13:51:58 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Jun 2005 13:51:58 -0400 Subject: NEVERMIND (was Re: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues)) In-Reply-To: <20050617134707.F3642@cgi.jachomes.com> References: <20050617121739.D6046@cgi.jachomes.com> <1119027124.23499.37.camel@moola.futuresource.com> <20050617134707.F3642@cgi.jachomes.com> Message-ID: <20050617175158.GM27218@bestpractical.com> On Fri, Jun 17, 2005 at 01:47:07PM -0400, Jay R. Ashworth wrote: > On Fri, Jun 17, 2005 at 11:52:04AM -0500, Les Mikesell wrote: > > Always. I'd be perfectly happy if the only way to set the status > > to resolved was by changing it inside the comment or reply > > screens. > > Well, Jesse has just explained to me (off list, for some reason) that > there are enough paying customers whose workflows would be broken by > the idea that it's not likely ever to happen. RT is used by lots and lots of very different organizations with many different policies. Changing the application to force everyone into one notion of a policy is a sure way to make the package completely useless to lots of sites. That's not to say that one couldn't build more flexibility into the system to make it easier to enforce a site policy. So, one possible extension would be to add comment/reply boxes to the various other ticket update pages like "Basics" "People" and "Links." Would that get close to doing what you want? From jra at baylink.com Fri Jun 17 13:54:41 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 17 Jun 2005 13:54:41 -0400 Subject: NEVERMIND (was Re: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues)) In-Reply-To: <20050617175158.GM27218@bestpractical.com>; from Jesse Vincent on Fri, Jun 17, 2005 at 01:51:58PM -0400 References: <20050617121739.D6046@cgi.jachomes.com> <1119027124.23499.37.camel@moola.futuresource.com> <20050617134707.F3642@cgi.jachomes.com> <20050617175158.GM27218@bestpractical.com> Message-ID: <20050617135441.I3642@cgi.jachomes.com> On Fri, Jun 17, 2005 at 01:51:58PM -0400, Jesse Vincent wrote: > On Fri, Jun 17, 2005 at 01:47:07PM -0400, Jay R. Ashworth wrote: > > On Fri, Jun 17, 2005 at 11:52:04AM -0500, Les Mikesell wrote: > > > Always. I'd be perfectly happy if the only way to set the status > > > to resolved was by changing it inside the comment or reply > > > screens. > > > > Well, Jesse has just explained to me (off list, for some reason) that > > there are enough paying customers whose workflows would be broken by > > the idea that it's not likely ever to happen. > > RT is used by lots and lots of very different organizations with many > different policies. Changing the application to force everyone into one > notion of a policy is a sure way to make the package completely useless > to lots of sites. That's not to say that one couldn't build more > flexibility into the system to make it easier to enforce a site policy. > > So, one possible extension would be to add comment/reply boxes to the > various other ticket update pages like "Basics" "People" and "Links." > > Would that get close to doing what you want? Quite a bit closer to doing what not only I, but clearly, oh, 5 or 6 other people (:-) want. And, while I was hoping that it would be clear that what I was suggesting was that it be possible for a site to *choose* a policy which required comments on all status changes -- clearly I was wrong. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From vicki at progeny.com Fri Jun 17 13:56:54 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 17 Jun 2005 12:56:54 -0500 Subject: NEVERMIND (was Re: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues)) In-Reply-To: <20050617175158.GM27218@bestpractical.com> References: <20050617121739.D6046@cgi.jachomes.com> <1119027124.23499.37.camel@moola.futuresource.com> <20050617134707.F3642@cgi.jachomes.com> <20050617175158.GM27218@bestpractical.com> Message-ID: <42B30EE6.10600@progeny.com> Jesse Vincent wrote: > >On Fri, Jun 17, 2005 at 01:47:07PM -0400, Jay R. Ashworth wrote: > > >>On Fri, Jun 17, 2005 at 11:52:04AM -0500, Les Mikesell wrote: >> >> >>>Always. I'd be perfectly happy if the only way to set the status >>>to resolved was by changing it inside the comment or reply >>>screens. >>> >>> >>Well, Jesse has just explained to me (off list, for some reason) that >>there are enough paying customers whose workflows would be broken by >>the idea that it's not likely ever to happen. >> >> > >RT is used by lots and lots of very different organizations with many >different policies. Changing the application to force everyone into one >notion of a policy is a sure way to make the package completely useless >to lots of sites. That's not to say that one couldn't build more >flexibility into the system to make it easier to enforce a site policy. > >So, one possible extension would be to add comment/reply boxes to the >various other ticket update pages like "Basics" "People" and "Links." > >Would that get close to doing what you want? >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > IMO, it would be close. All I want is the option of adding a comment when a status change like a queue transfer is done. Vicki From jra at baylink.com Fri Jun 17 13:59:28 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 17 Jun 2005 13:59:28 -0400 Subject: NEVERMIND (was Re: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues)) In-Reply-To: <42B30EE6.10600@progeny.com>; from Vicki Stanfield on Fri, Jun 17, 2005 at 12:56:54PM -0500 References: <20050617121739.D6046@cgi.jachomes.com> <1119027124.23499.37.camel@moola.futuresource.com> <20050617134707.F3642@cgi.jachomes.com> <20050617175158.GM27218@bestpractical.com> <42B30EE6.10600@progeny.com> Message-ID: <20050617135928.J3642@cgi.jachomes.com> On Fri, Jun 17, 2005 at 12:56:54PM -0500, Vicki Stanfield wrote: > IMO, it would be close. All I want is the option of adding a comment > when a status change like a queue transfer is done. And off-list you clarify that you aren't really trying to get it to *force* the user to fill in that comment, which wasn't clear from your original posting -- at least, not to me. Teach them to use the Jumbo page to do those things; it has a comment field on it already. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 If you can read this... thank a system administrator. Or two. --me From rt at northpb.com Fri Jun 17 13:56:09 2005 From: rt at northpb.com (Dan O'Neill) Date: Fri, 17 Jun 2005 10:56:09 -0700 Subject: [rt-users] RT 3.4.2 create ticket, possibly custom field error Message-ID: <42B30EB9.60200@northpb.com> Recently I transitioned (not upgraded) from RT 3.0.10 to RT 3.4.2. When I say transitioned, we performed a fresh install of RT 3.4.2 on a new server, dumped the database on the old and followed the update procedures as documented for the database, schema and ACL's. All is generally working much better than 3.0.10, except for the handling of custom fields in some portions of the application. My specific example today is this scenario: Create a new ticket in a queue that has custom fields and the ticket will be created, but a nasty error generated. Create a new ticket in a queue with no custom fields and everything works great. OS: Fedora Core 3 Perl 5.8.5 Searchbuilder 1.27 Full config at http://northpb.com/public/rt-config.txt Here is the error message that is generated and it's repeatable. System error error: Can't call method "Id" on an undefined value at /mp3/tools/rt/lib/RT/Interface/Web.pm line 1118. context: ... 1112: 1113: # Build up a list of objects that we want to work with 1114: my %custom_fields_to_mod; 1115: foreach my $arg ( keys %$ARGSRef ) { 1116: if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/ ) { 1117: # For each of those objects, find out what custom fields we want to work with. 1118: $custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3} = 1; 1119: } 1120: } ... code stack: /mp3/tools/rt/lib/RT/Interface/Web.pm:1116 /mp3/tools/rt/lib/RT/Interface/Web.pm:1105 /mp3/tools/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3 /mp3/tools/rt/share/html/Elements/Callback:70 /mp3/tools/rt/share/html/Ticket/Display.html:149 /mp3/tools/rt/share/html/Ticket/Create.html:289 /mp3/tools/rt/share/html/autohandler:215 The full error text can be found at http://northpb.com/public/rt-create-error-8116.txt I would certainly appreciate any help you can provide. dano From jesse at bestpractical.com Fri Jun 17 14:06:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Jun 2005 14:06:53 -0400 Subject: [rt-users] RT 3.4.2 create ticket, possibly custom field error In-Reply-To: <42B30EB9.60200@northpb.com> References: <42B30EB9.60200@northpb.com> Message-ID: <20050617180653.GP27218@bestpractical.com> > /mp3/tools/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3 What's that custom code you've installed? > > The full error text can be found at > http://northpb.com/public/rt-create-error-8116.txt > > I would certainly appreciate any help you can provide. > > dano > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From vicki at progeny.com Fri Jun 17 14:17:06 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 17 Jun 2005 13:17:06 -0500 Subject: NEVERMIND (was Re: POLL: comments with status changes (was Re: [rt-users] Comment when ticket transfers queues)) In-Reply-To: <20050617135928.J3642@cgi.jachomes.com> References: <20050617121739.D6046@cgi.jachomes.com> <1119027124.23499.37.camel@moola.futuresource.com> <20050617134707.F3642@cgi.jachomes.com> <20050617175158.GM27218@bestpractical.com> <42B30EE6.10600@progeny.com> <20050617135928.J3642@cgi.jachomes.com> Message-ID: <42B313A2.3040106@progeny.com> Jay R. Ashworth wrote: >On Fri, Jun 17, 2005 at 12:56:54PM -0500, Vicki Stanfield wrote: > > >>IMO, it would be close. All I want is the option of adding a comment >>when a status change like a queue transfer is done. >> >> > >And off-list you clarify that you aren't really trying to get it to >*force* the user to fill in that comment, which wasn't clear from your >original posting -- at least, not to me. > >Teach them to use the Jumbo page to do those things; it has a comment >field on it already. > >Cheers, >-- jra > > I tried to clarify it in one of my on-list responses to Ruslan, but apparently I didn't do so. I don't need for it to be forced, but I wanted it to be one action that prompted for the comment (which could be empty) and moved the ticket to the named queue. Sorry if I was unclear. I'll look at the jumbo option. Thanks. Vicki From rt at northpb.com Fri Jun 17 14:17:51 2005 From: rt at northpb.com (Dan O'Neill) Date: Fri, 17 Jun 2005 11:17:51 -0700 Subject: [rt-users] RT 3.4.2 create ticket, possibly custom field error In-Reply-To: <20050617180653.GP27218@bestpractical.com> References: <42B30EB9.60200@northpb.com> <20050617180653.GP27218@bestpractical.com> Message-ID: <42B313CF.8030302@northpb.com> Jesse Vincent wrote: >>/mp3/tools/rt/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3 > > > What's that custom code you've installed? Grumble - I hate it when you catch me :-) http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate So... that patch doesn't work on 3.2.4? dano From jesse at bestpractical.com Fri Jun 17 14:24:22 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Jun 2005 14:24:22 -0400 Subject: [rt-users] Comment when ticket transfers queues In-Reply-To: <42B313A2.3040106@progeny.com> References: <20050617121739.D6046@cgi.jachomes.com> <1119027124.23499.37.camel@moola.futuresource.com> <20050617134707.F3642@cgi.jachomes.com> <20050617175158.GM27218@bestpractical.com> <42B30EE6.10600@progeny.com> <20050617135928.J3642@cgi.jachomes.com> <42B313A2.3040106@progeny.com> Message-ID: <20050617182422.GQ27218@bestpractical.com> > I tried to clarify it in one of my on-list responses to Ruslan, but > apparently I didn't do so. I don't need for it to be forced, but I > wanted it to be one action that prompted for the comment (which could be > empty) and moved the ticket to the named queue. Sorry if I was unclear. > I'll look at the jumbo option. Thanks. So, I think the easiest way to do this is just to add the "Queue" dropdown to the Comment/Reply page, possibly using a callback. This is entirely untested. And by that, I mean that I'm typing it in my mail client, not a text editor where I can try it. So there are likely typos. mkdir /opt/rt3/local/share/html/Callbacks/Progeny/Ticket/Update/ create BeforeUpdateType in that directory containing: <%args> $id => undef <%init> my $TicketObj = LoadTicket($id); Queue: <& /Elements/SelectQueue, Name => 'Queue', Default => $TicketObj->Queue &> -- From sturner at MIT.EDU Fri Jun 17 14:51:45 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 17 Jun 2005 14:51:45 -0400 Subject: [rt-users] Redirecting to another screen Message-ID: <5.2.1.1.2.20050617144921.02398ac0@po14.mit.edu> Hello, If I want to redirect to another screen, is it better to use $m->redirect, or $m->comp + return ? Thanks, Steve From jesse at bestpractical.com Fri Jun 17 14:54:57 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Jun 2005 14:54:57 -0400 Subject: [rt-users] Redirecting to another screen In-Reply-To: <5.2.1.1.2.20050617144921.02398ac0@po14.mit.edu> References: <5.2.1.1.2.20050617144921.02398ac0@po14.mit.edu> Message-ID: <20050617185456.GT27218@bestpractical.com> On Fri, Jun 17, 2005 at 02:51:45PM -0400, Stephen Turner wrote: > Hello, > > If I want to redirect to another screen, is it better to use $m->redirect, > or $m->comp + return ? We've seen some issues with $m->redirect() and some mod_perl servers, but it's a cleaner solution that presents the proper URL to the end user. if $m->redirect(); $m->abort(); works, then that's the right solution. > > Thanks, > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From sturner at MIT.EDU Fri Jun 17 15:01:22 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 17 Jun 2005 15:01:22 -0400 Subject: [rt-users] Redirecting to another screen In-Reply-To: <20050617185456.GT27218@bestpractical.com> References: <5.2.1.1.2.20050617144921.02398ac0@po14.mit.edu> <5.2.1.1.2.20050617144921.02398ac0@po14.mit.edu> Message-ID: <5.2.1.1.2.20050617150033.023d4560@po14.mit.edu> At Friday 6/17/2005 02:54 PM, Jesse Vincent wrote: >On Fri, Jun 17, 2005 at 02:51:45PM -0400, Stephen Turner wrote: > > Hello, > > > > If I want to redirect to another screen, is it better to use $m->redirect, > > or $m->comp + return ? > >We've seen some issues with $m->redirect() and some mod_perl servers, >but it's a cleaner solution that presents the proper URL to the end >user. > >if $m->redirect(); $m->abort(); works, then that's the right solution. It seems to work on our setup - thanks. Steve From anner at blast.com Fri Jun 17 15:18:41 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 17 Jun 2005 15:18:41 -0400 Subject: [rt-users] how to change the default query Message-ID: <42B32211.7070103@blast.com> How do I change the default query to include a custom active status that I've created (not just new and open)? Anne From anner at blast.com Fri Jun 17 15:21:09 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 17 Jun 2005 15:21:09 -0400 Subject: POLL: comments with status changes (was Re: [rt-users] Comment whenticket transfers queues) In-Reply-To: <023b01c5735a$cc1c8840$e6ec6f83@chimaera> References: <20050617121739.D6046@cgi.jachomes.com> <023b01c5735a$cc1c8840$e6ec6f83@chimaera> Message-ID: <42B322A5.1030906@blast.com> > Jay R. Ashworth wrote: > >> So, a poll: >> >> ================================================================ >> When you make status changes to a ticket (current queue, owner, >> priority, etc), do you add a related comment >> >> 1) Always >> 2) Almost always >> 3) Occasionally >> 4) Almost never >> >> ================================================================ 4)almost never--I've already replied with the relevant info to the client 98% of the time Anne From rt at northpb.com Fri Jun 17 17:32:32 2005 From: rt at northpb.com (Dan O'Neill) Date: Fri, 17 Jun 2005 14:32:32 -0700 Subject: [rt-users] RT 3.4.2 create ticket, possibly custom field error In-Reply-To: <42B313CF.8030302@northpb.com> References: <42B30EB9.60200@northpb.com> <20050617180653.GP27218@bestpractical.com> <42B313CF.8030302@northpb.com> Message-ID: <42B34170.1000706@northpb.com> > http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate The above contributed extension, EditCustomFieldsOnUpdate, as a CallBack, does not appear to work in RT 3.4.2. Anyone care to volunteer some help to fix it? Thanks, Dan From r at elhames.co.uk Fri Jun 17 18:48:53 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 17 Jun 2005 23:48:53 +0100 Subject: NEVERMIND (was Re: POLL: comments with status changes (was Re:[rt-users] Comment when ticket transfers queues)) References: <20050617121739.D6046@cgi.jachomes.com> <1119027124.23499.37.camel@moola.futuresource.com> <20050617134707.F3642@cgi.jachomes.com> <20050617175158.GM27218@bestpractical.com> <42B30EE6.10600@progeny.com><20050617135928.J3642@cgi.jachomes.com> <42B313A2.3040106@progeny.com> Message-ID: <038501c5738e$bd362640$52c593c3@tiger> I read the whole thread and it was mentioned a couple of times already what I think the easiest thing to do which is to hide the Queue change and Status change from /opt/rt3/local/html/Ticket/Elements/Editbasics forcing your users to use the comment/reply pages (Update.html) for Queue/status changes where there available to them is a comment form to fill in if they wish to do so ... Why the big thread ...RT is Open source make it how you want it . Roy ----- Original Message ----- From: "Vicki Stanfield" To: "Jay R. Ashworth" Cc: Sent: Friday, June 17, 2005 7:17 PM Subject: Re: NEVERMIND (was Re: POLL: comments with status changes (was Re:[rt-users] Comment when ticket transfers queues)) > Jay R. Ashworth wrote: > > >On Fri, Jun 17, 2005 at 12:56:54PM -0500, Vicki Stanfield wrote: > > > > > >>IMO, it would be close. All I want is the option of adding a comment > >>when a status change like a queue transfer is done. > >> > >> > > > >And off-list you clarify that you aren't really trying to get it to > >*force* the user to fill in that comment, which wasn't clear from your > >original posting -- at least, not to me. > > > >Teach them to use the Jumbo page to do those things; it has a comment > >field on it already. > > > >Cheers, > >-- jra > > > > > I tried to clarify it in one of my on-list responses to Ruslan, but > apparently I didn't do so. I don't need for it to be forced, but I > wanted it to be one action that prompted for the comment (which could be > empty) and moved the ticket to the named queue. Sorry if I was unclear. > I'll look at the jumbo option. Thanks. > > 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 jam at omnigroup.com Fri Jun 17 18:50:15 2005 From: jam at omnigroup.com (James Moore) Date: Fri, 17 Jun 2005 15:50:15 -0700 Subject: [rt-users] new users - password problems In-Reply-To: <221C759285B78647AEE6181FD6AF36A710D9AFDE@bambi.grand-rapids.mi.us> References: <221C759285B78647AEE6181FD6AF36A710D9AFDE@bambi.grand-rapids.mi.us> Message-ID: <85C9CF78-4533-4BC6-9265-E3462E953444@omnigroup.com> On Jun 16, 2005, at 6:55 AM, Maciak, TJ wrote: > Anybody else experiencing problems when they add new users to RT > and include their "password" that it does not save the password in > the db? > > Basically one has to create the user, hit the "save changes" > button, and then enter their password, and hit the same "save > changes" button and then it will work correctly. Yeah, we're seeing that too. I thought I was just screwing up the creation of the user somehow. Now I know I need set the password twice. -James From cartera at lei.net.au Fri Jun 17 20:01:23 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sat, 18 Jun 2005 10:01:23 +1000 Subject: [rt-users] new users - password problems In-Reply-To: <85C9CF78-4533-4BC6-9265-E3462E953444@omnigroup.com> References: <221C759285B78647AEE6181FD6AF36A710D9AFDE@bambi.grand-rapids.mi.us> <85C9CF78-4533-4BC6-9265-E3462E953444@omnigroup.com> Message-ID: <42B36453.9090500@lei.net.au> Yeah, been seeing that under 3.4.2/debian/apache2 mod-perl + fcgi so it looks like its a template/function issue. Maybe it doesn't like setting the password of a user that doesn't exist - yet ;) James Moore wrote: > > On Jun 16, 2005, at 6:55 AM, Maciak, TJ wrote: > >> Anybody else experiencing problems when they add new users to RT and >> include their "password" that it does not save the password in the db? >> >> Basically one has to create the user, hit the "save changes" button, >> and then enter their password, and hit the same "save changes" >> button and then it will work correctly. > > > Yeah, we're seeing that too. I thought I was just screwing up the > creation of the user somehow. Now I know I need set the password twice. > > -James > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- 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 jesse at bestpractical.com Fri Jun 17 21:36:48 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 17 Jun 2005 21:36:48 -0400 Subject: [rt-users] new users - password problems In-Reply-To: <42B36453.9090500@lei.net.au> References: <221C759285B78647AEE6181FD6AF36A710D9AFDE@bambi.grand-rapids.mi.us> <85C9CF78-4533-4BC6-9265-E3462E953444@omnigroup.com> <42B36453.9090500@lei.net.au> Message-ID: <20050618013648.GO27218@bestpractical.com> > >On Jun 16, 2005, at 6:55 AM, Maciak, TJ wrote: > > > >>Anybody else experiencing problems when they add new users to RT and > >>include their "password" that it does not save the password in the db? > >> > >>Basically one has to create the user, hit the "save changes" button, > >>and then enter their password, and hit the same "save changes" > >>button and then it will work correctly. > > > > > >Yeah, we're seeing that too. I thought I was just screwing up the > >creation of the user somehow. Now I know I need set the password twice. I can replicate it. It's a result of a "simplifcation" of how the user creation works. Should only be a few minutes to fix. From Ruslan.Zakirov at miet.ru Sat Jun 18 01:57:55 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sat, 18 Jun 2005 09:57:55 +0400 Subject: [rt-users] new users - password problems In-Reply-To: <20050618013648.GO27218@bestpractical.com> References: <221C759285B78647AEE6181FD6AF36A710D9AFDE@bambi.grand-rapids.mi.us> <85C9CF78-4533-4BC6-9265-E3462E953444@omnigroup.com> <42B36453.9090500@lei.net.au> <20050618013648.GO27218@bestpractical.com> Message-ID: <42B3B7E3.4050207@miet.ru> Jesse Vincent wrote: > > >>>On Jun 16, 2005, at 6:55 AM, Maciak, TJ wrote: >>> >>> >>>>Anybody else experiencing problems when they add new users to RT and >>>>include their "password" that it does not save the password in the db? >>>> >>>>Basically one has to create the user, hit the "save changes" button, >>>>and then enter their password, and hit the same "save changes" >>>>button and then it will work correctly. >>> >>> >>>Yeah, we're seeing that too. I thought I was just screwing up the >>>creation of the user somehow. Now I know I need set the password twice. > > > > I can replicate it. It's a result of a "simplifcation" of how the user > creation works. Should only be a few minutes to fix. Have patch for it, I'm testing it right now > _______________________________________________ > 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 Sat Jun 18 02:07:59 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sat, 18 Jun 2005 10:07:59 +0400 Subject: [rt-users] new users - password problems In-Reply-To: <42B3B7E3.4050207@miet.ru> References: <221C759285B78647AEE6181FD6AF36A710D9AFDE@bambi.grand-rapids.mi.us> <85C9CF78-4533-4BC6-9265-E3462E953444@omnigroup.com> <42B36453.9090500@lei.net.au> <20050618013648.GO27218@bestpractical.com> <42B3B7E3.4050207@miet.ru> Message-ID: <42B3BA3F.3050508@miet.ru> Hello. Here is patch. Changes: * fix password setting when new user created * rework password setting error reports * indent cleanup -- Regards, Ruslan. Ruslan U. Zakirov wrote: > Jesse Vincent wrote: > >> >>>>On Jun 16, 2005, at 6:55 AM, Maciak, TJ wrote: >>>> >>>> >>>> >>>>>Anybody else experiencing problems when they add new users to RT and >>>>>include their "password" that it does not save the password in the db? >>>>> >>>>>Basically one has to create the user, hit the "save changes" button, >>>>>and then enter their password, and hit the same "save changes" >>>>>button and then it will work correctly. >>>> >>>> >>>>Yeah, we're seeing that too. I thought I was just screwing up the >>>>creation of the user somehow. Now I know I need set the password twice. >> >> >> >>I can replicate it. It's a result of a "simplifcation" of how the user >>creation works. Should only be a few minutes to fix. > > Have patch for it, I'm testing it right now > > >>_______________________________________________ >>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 > -------------- next part -------------- A non-text attachment was scrubbed... Name: password_for_new_user.patch Type: text/x-patch Size: 7815 bytes Desc: not available URL: From cartera at lei.net.au Sat Jun 18 04:38:51 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sat, 18 Jun 2005 18:38:51 +1000 Subject: [rt-users] Changing 'owner' to list privlidged users only in bulk/query builder Message-ID: <42B3DD9B.3010407@lei.net.au> Evenin all, How can I rejig the query-builder and bulk to make the owner field be free-text, or split it so it lists only privliged users and maybe add another field for 'requestor' that is free-text? I basically want to reduce the load time as I really only search on owners and occasionally on 'requestors', and would much prefer it free-form for 'requestor' and priliged for 'owner'. What/where do I hack, or is there a patch for it already? -- 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 rick.cogley at esolia.co.jp Sat Jun 18 08:29:52 2005 From: rick.cogley at esolia.co.jp (Cogley, Rick) Date: Sat, 18 Jun 2005 21:29:52 +0900 Subject: [rt-users] RT - Install Problem with HTTP::Server::Simple Message-ID: <543763AA321E2747B17E70E6DE14760B0170C2@shikibu.esolia.co.jp> Hello List - I'm trying to install the most recent version of RT 3.4.2, which I downloaded today, on a Fedora Core 3 box running perl 5.8.3. I have been running: #perl sbin/rt-test-dependencies --with-mysql --install ... and iterating between loading perl modules with CPAN, and re-running the rt-test-dependencies script. However, I am stuck on HTTP::Server::Simple. I just cannot get it to install. I managed to figure out I needed the perl modules pod and pod coverage since it was failing on those, but now, no matter what I do it gets stuck on a test called t/04cgi, and I cannot find any info on this. ... t/01live...........ok 4/10# started server on 943 t/01live...........ok t/02pod............ok t/03podcoverage....ok t/04cgi............ok 4/22# Failed test (t/04cgi.t at line 44) # 'HTTP/1.0 200 OK ... A larger snip of the trace is below, but, can anyone on the list offer a word of advice as to what module I need to be concentrating on? Your advice is welcome and much appreciated. Thank you kindly in advance. Best regards, Rick Cogley === perl: 5.8.3users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found MASON dependencies: HTTP::Server::Simple 0.07...MISSING Going to read /opt/.cpan/Metadata Database was generated on Fri, 17 Jun 2005 23:57:35 GMT Running install for module HTTP::Server::Simple Running make for J/JE/JESSE/HTTP-Server-Simple-0.09.tar.gz CPAN: Compress::Zlib loaded ok Checksum for /opt/.cpan/sources/authors/id/J/JE/JESSE/HTTP-Server-Simple-0.09.tar.gz ok Scanning cache /opt/.cpan/build for sizes HTTP-Server-Simple-0.09/ HTTP-Server-Simple-0.09/inc/ HTTP-Server-Simple-0.09/inc/Module/ HTTP-Server-Simple-0.09/inc/Module/Install.pm HTTP-Server-Simple-0.09/inc/Module/Install/ HTTP-Server-Simple-0.09/inc/Module/Install/Fetch.pm HTTP-Server-Simple-0.09/inc/Module/Install/Makefile.pm HTTP-Server-Simple-0.09/inc/Module/Install/Base.pm HTTP-Server-Simple-0.09/inc/Module/Install/Metadata.pm HTTP-Server-Simple-0.09/inc/Module/Install/Can.pm HTTP-Server-Simple-0.09/inc/Module/Install/WriteAll.pm HTTP-Server-Simple-0.09/inc/Module/Install/Win32.pm HTTP-Server-Simple-0.09/Changes HTTP-Server-Simple-0.09/MANIFEST HTTP-Server-Simple-0.09/t/ HTTP-Server-Simple-0.09/t/03podcoverage.t HTTP-Server-Simple-0.09/t/02pod.t HTTP-Server-Simple-0.09/t/01live.t HTTP-Server-Simple-0.09/t/00smoke.t HTTP-Server-Simple-0.09/t/04cgi.t HTTP-Server-Simple-0.09/lib/ HTTP-Server-Simple-0.09/lib/HTTP/ HTTP-Server-Simple-0.09/lib/HTTP/Server/ HTTP-Server-Simple-0.09/lib/HTTP/Server/Simple/ HTTP-Server-Simple-0.09/lib/HTTP/Server/Simple/CGI.pm HTTP-Server-Simple-0.09/lib/HTTP/Server/Simple.pm HTTP-Server-Simple-0.09/META.yml HTTP-Server-Simple-0.09/ex/ HTTP-Server-Simple-0.09/ex/sample_server HTTP-Server-Simple-0.09/SIGNATURE HTTP-Server-Simple-0.09/Makefile.PL HTTP-Server-Simple-0.09/README Removing previously used /opt/.cpan/build/HTTP-Server-Simple-0.09 CPAN.pm: Going to build J/JE/JESSE/HTTP-Server-Simple-0.09.tar.gz Checking if your kit is complete... Looks good Writing Makefile for HTTP::Server::Simple cp lib/HTTP/Server/Simple.pm blib/lib/HTTP/Server/Simple.pm cp lib/HTTP/Server/Simple/CGI.pm blib/lib/HTTP/Server/Simple/CGI.pm Manifying blib/man3/HTTP::Server::Simple.3pm Manifying blib/man3/HTTP::Server::Simple::CGI.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..........HTTP::Server::Simple is an abstract base class Direct use of this module is deprecated Upgrading this object to an HTTP::Server::Simple::CGI object t/00smoke..........ok t/01live...........HTTP::Server::Simple is an abstract base class Direct use of this module is deprecated Upgrading this object to an HTTP::Server::Simple::CGI object t/01live...........ok 4/10# started server on 943 t/01live...........ok t/02pod............ok t/03podcoverage....ok t/04cgi............ok 4/22# Failed test (t/04cgi.t at line 44) # 'HTTP/1.0 200 OK <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- Rick Cogley (rick.cogley at esolia.co.jp ) Tel: 03-5940-6880 | Fax: 03-5940-6881 | Cell: 090-4423-5475 (Outside Japan, remove leading zero-+81-3-5940-6880) English: www.esolia.com | Japanese: www.esolia.co.jp Bilingual IT solutions and management firm-eSolia. <<-<<-<<-<<-<<-<<-<<-<<-<<-<<- From Ruslan.Zakirov at miet.ru Sat Jun 18 12:45:51 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sat, 18 Jun 2005 20:45:51 +0400 Subject: [rt-users] RT - Install Problem with HTTP::Server::Simple In-Reply-To: <543763AA321E2747B17E70E6DE14760B0170C2@shikibu.esolia.co.jp> References: <543763AA321E2747B17E70E6DE14760B0170C2@shikibu.esolia.co.jp> Message-ID: <42B44FBF.6050203@miet.ru> Cogley, Rick wrote: > Hello List - I'm trying to install the most recent version of RT 3.4.2, > which I downloaded today, on a Fedora Core 3 box running perl 5.8.3. > > I have been running: > > #perl sbin/rt-test-dependencies --with-mysql --install > > ... and iterating between loading perl modules with CPAN, and re-running the > rt-test-dependencies script. > > However, I am stuck on HTTP::Server::Simple. I just cannot get it to > install. I managed to figure out I needed the perl modules pod and pod > coverage since it was failing on those, but now, no matter what I do it gets > stuck on a test called t/04cgi, and I cannot find any info on this. > > ... > t/01live...........ok 4/10# started server on 943 > t/01live...........ok > t/02pod............ok > t/03podcoverage....ok > t/04cgi............ok 4/22# Failed test (t/04cgi.t at line 44) > # 'HTTP/1.0 200 OK > ... > > A larger snip of the trace is below, but, can anyone on the list offer a > word of advice as to what module I need to be concentrating on? > Your advice is welcome and much appreciated. Thank you kindly in advance. Goto cpan build directory > cd /opt/.cpan/build/HTTP-Server-Simple-0.09 > perl Makefile.PL > make > make test TEST_FILES=t/04cgi.t TEST_VERBOSE=1 Then send full output of the last command. -- Regards, Ruslan. > > Best regards, > Rick Cogley > > === > [snip] From JoopvandeWege at mococo.nl Sat Jun 18 09:29:41 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Sat, 18 Jun 2005 15:29:41 +0200 Subject: [rt-users] Problem with Ticket Transaction Customfields Message-ID: <20050618150606.4229.JOOPVANDEWEGE@mococo.nl> I gave a demo on some of the new things we're gonna do in our organisation and noticed a problem with ticket transaction customfields. I made a customfield 'analyse' with type 'Enter one value', applied that to our General queue, set all group rights on it. When I comment/reply to a ticket in the General queue I do get the transaction customfield and when I fill in something and hit Update I do get Message recorded but in the history display I get: analyse: (diamond shape) 1 No matter what I fill in or what type the CF is. In the database I see the values and it looks like the references are all OK I'm using RT-3.4.2 and Oracle 9i as a backend on Sun Solaris8 All other CF things work Anyone who has the same problem or better has this working and is willing to tell me how to get it to work. Thanks in advance, Joop -- Joop van de Wege From rick.cogley at esolia.co.jp Sat Jun 18 18:05:06 2005 From: rick.cogley at esolia.co.jp (Cogley, Rick) Date: Sun, 19 Jun 2005 07:05:06 +0900 Subject: [rt-users] RT - Install Problem with HTTP::Server::Simple Message-ID: <543763AA321E2747B17E70E6DE14760B0170C5@shikibu.esolia.co.jp> Thank you for the response - here is the output in full - ========= BEGIN OUTPUT ================== perl: 5.8.3users: rt group (rt3)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (apache)...found web group (apache)...found MASON dependencies: HTTP::Server::Simple 0.07...MISSING Going to read /opt/.cpan/Metadata Database was generated on Fri, 17 Jun 2005 23:57:35 GMT Running install for module HTTP::Server::Simple Running make for J/JE/JESSE/HTTP-Server-Simple-0.09.tar.gz CPAN: Compress::Zlib loaded ok Checksum for /opt/.cpan/sources/authors/id/J/JE/JESSE/HTTP-Server-Simple-0.09.tar.gz ok Scanning cache /opt/.cpan/build for sizes HTTP-Server-Simple-0.09/ HTTP-Server-Simple-0.09/inc/ HTTP-Server-Simple-0.09/inc/Module/ HTTP-Server-Simple-0.09/inc/Module/Install.pm HTTP-Server-Simple-0.09/inc/Module/Install/ HTTP-Server-Simple-0.09/inc/Module/Install/Fetch.pm HTTP-Server-Simple-0.09/inc/Module/Install/Makefile.pm HTTP-Server-Simple-0.09/inc/Module/Install/Base.pm HTTP-Server-Simple-0.09/inc/Module/Install/Metadata.pm HTTP-Server-Simple-0.09/inc/Module/Install/Can.pm HTTP-Server-Simple-0.09/inc/Module/Install/WriteAll.pm HTTP-Server-Simple-0.09/inc/Module/Install/Win32.pm HTTP-Server-Simple-0.09/Changes HTTP-Server-Simple-0.09/MANIFEST HTTP-Server-Simple-0.09/t/ HTTP-Server-Simple-0.09/t/03podcoverage.t HTTP-Server-Simple-0.09/t/02pod.t HTTP-Server-Simple-0.09/t/01live.t HTTP-Server-Simple-0.09/t/00smoke.t HTTP-Server-Simple-0.09/t/04cgi.t HTTP-Server-Simple-0.09/lib/ HTTP-Server-Simple-0.09/lib/HTTP/ HTTP-Server-Simple-0.09/lib/HTTP/Server/ HTTP-Server-Simple-0.09/lib/HTTP/Server/Simple/ HTTP-Server-Simple-0.09/lib/HTTP/Server/Simple/CGI.pm HTTP-Server-Simple-0.09/lib/HTTP/Server/Simple.pm HTTP-Server-Simple-0.09/META.yml HTTP-Server-Simple-0.09/ex/ HTTP-Server-Simple-0.09/ex/sample_server HTTP-Server-Simple-0.09/SIGNATURE HTTP-Server-Simple-0.09/Makefile.PL HTTP-Server-Simple-0.09/README Removing previously used /opt/.cpan/build/HTTP-Server-Simple-0.09 CPAN.pm: Going to build J/JE/JESSE/HTTP-Server-Simple-0.09.tar.gz Checking if your kit is complete... Looks good Writing Makefile for HTTP::Server::Simple cp lib/HTTP/Server/Simple.pm blib/lib/HTTP/Server/Simple.pm cp lib/HTTP/Server/Simple/CGI.pm blib/lib/HTTP/Server/Simple/CGI.pm Manifying blib/man3/HTTP::Server::Simple.3pm Manifying blib/man3/HTTP::Server::Simple::CGI.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..........ok t/01live...........ok t/02pod............ok t/03podcoverage....ok t/04cgi............dubious Test returned status 7 (wstat 1792, 0x700) DIED. FAILED tests 5, 7, 10-12, 18, 20 Failed 7/22 tests, 68.18% okay Failed Test Stat Wstat Total Fail Failed List of Failed ---------------------------------------------------------------------------- --- t/04cgi.t 7 1792 22 7 31.82% 5 7 10-12 18 20 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force HTTP::Server::Simple::Mason 0.03...MISSING Running install for module HTTP::Server::Simple::Mason Running make for J/JE/JESSE/HTTP-Server-Simple-Mason-0.05.tar.gz Checksum for /opt/.cpan/sources/authors/id/J/JE/JESSE/HTTP-Server-Simple-Mason-0.05.tar.g z ok HTTP-Server-Simple-Mason-0.05/ HTTP-Server-Simple-Mason-0.05/lib/ HTTP-Server-Simple-Mason-0.05/lib/HTTP/ HTTP-Server-Simple-Mason-0.05/lib/HTTP/Server/ HTTP-Server-Simple-Mason-0.05/lib/HTTP/Server/Simple/ HTTP-Server-Simple-Mason-0.05/lib/HTTP/Server/Simple/Mason.pm HTTP-Server-Simple-Mason-0.05/inc/ HTTP-Server-Simple-Mason-0.05/inc/Module/ HTTP-Server-Simple-Mason-0.05/inc/Module/Install.pm HTTP-Server-Simple-Mason-0.05/inc/Module/Install/ HTTP-Server-Simple-Mason-0.05/inc/Module/Install/Fetch.pm HTTP-Server-Simple-Mason-0.05/inc/Module/Install/Makefile.pm HTTP-Server-Simple-Mason-0.05/inc/Module/Install/Base.pm HTTP-Server-Simple-Mason-0.05/inc/Module/Install/Metadata.pm HTTP-Server-Simple-Mason-0.05/inc/Module/Install/Can.pm HTTP-Server-Simple-Mason-0.05/inc/Module/Install/WriteAll.pm HTTP-Server-Simple-Mason-0.05/inc/Module/Install/Win32.pm HTTP-Server-Simple-Mason-0.05/MANIFEST HTTP-Server-Simple-Mason-0.05/t/ HTTP-Server-Simple-Mason-0.05/t/03podcoverage.t HTTP-Server-Simple-Mason-0.05/t/02pod.t HTTP-Server-Simple-Mason-0.05/t/01live.t HTTP-Server-Simple-Mason-0.05/t/00smoke.t HTTP-Server-Simple-Mason-0.05/META.yml HTTP-Server-Simple-Mason-0.05/ex/ HTTP-Server-Simple-Mason-0.05/ex/sample_server.pl HTTP-Server-Simple-Mason-0.05/Makefile.PL HTTP-Server-Simple-Mason-0.05/SIGNATURE Removing previously used /opt/.cpan/build/HTTP-Server-Simple-Mason-0.05 CPAN.pm: Going to build J/JE/JESSE/HTTP-Server-Simple-Mason-0.05.tar.gz Checking if your kit is complete... Looks good Writing Makefile for HTTP::Server::Simple::Mason ---- Unsatisfied dependencies detected during [J/JE/JESSE/HTTP-Server-Simple-Mason-0.05.tar.gz] ----- HTTP::Server::Simple Shall I follow them and prepend them to the queue of modules we are processing right now? [yes] Running make test Delayed until after prerequisites Running make install Delayed until after prerequisites Running install for module HTTP::Server::Simple Running make for J/JE/JESSE/HTTP-Server-Simple-0.09.tar.gz Is already unwrapped into directory /opt/.cpan/build/HTTP-Server-Simple-0.09 Has already been processed within this session Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..........ok t/01live...........ok t/02pod............ok t/03podcoverage....ok t/04cgi............dubious Test returned status 7 (wstat 1792, 0x700) DIED. FAILED tests 5, 7, 10-12, 18, 20 Failed 7/22 tests, 68.18% okay Failed Test Stat Wstat Total Fail Failed List of Failed ---------------------------------------------------------------------------- --- t/04cgi.t 7 1792 22 7 31.82% 5 7 10-12 18 20 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Running make for J/JE/JESSE/HTTP-Server-Simple-Mason-0.05.tar.gz Is already unwrapped into directory /opt/.cpan/build/HTTP-Server-Simple-Mason-0.05 CPAN.pm: Going to build J/JE/JESSE/HTTP-Server-Simple-Mason-0.05.tar.gz cp lib/HTTP/Server/Simple/Mason.pm blib/lib/HTTP/Server/Simple/Mason.pm Manifying blib/man3/HTTP::Server::Simple::Mason.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..........dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-8 Failed 8/8 tests, 0.00% okay t/01live...........dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-5 Failed 5/5 tests, 0.00% okay t/02pod............ok t/03podcoverage....skipped all skipped: Test::Pod::Coverage 1.04 required for testing POD coverage Failed Test Stat Wstat Total Fail Failed List of Failed ---------------------------------------------------------------------------- --- t/00smoke.t 255 65280 8 14 175.00% 1-8 t/01live.t 255 65280 5 10 200.00% 1-5 1 test skipped. /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force MAILGATE dependencies: CLI dependencies: CORE dependencies: DEV dependencies: MYSQL dependencies: ========= END OUTPUT ================== Very much appreciate your help! Cheers Rick -----Original Message----- From: Ruslan U. Zakirov [mailto:Ruslan.Zakirov at miet.ru] Sent: Sunday, June 19, 2005 1:46 AM To: Cogley, Rick Cc: 'rt-users at lists.bestpractical.com' Subject: Re: [rt-users] RT - Install Problem with HTTP::Server::Simple Cogley, Rick wrote: > Hello List - I'm trying to install the most recent version of RT > 3.4.2, which I downloaded today, on a Fedora Core 3 box running perl 5.8.3. > > I have been running: > > #perl sbin/rt-test-dependencies --with-mysql --install > > ... and iterating between loading perl modules with CPAN, and > re-running the rt-test-dependencies script. > > However, I am stuck on HTTP::Server::Simple. I just cannot get it to > install. I managed to figure out I needed the perl modules pod and pod > coverage since it was failing on those, but now, no matter what I do > it gets stuck on a test called t/04cgi, and I cannot find any info on this. > > ... > t/01live...........ok 4/10# started server on 943 > t/01live...........ok t/02pod............ok t/03podcoverage....ok > t/04cgi............ok 4/22# Failed test (t/04cgi.t at line 44) > # 'HTTP/1.0 200 OK > ... > > A larger snip of the trace is below, but, can anyone on the list offer > a word of advice as to what module I need to be concentrating on? > Your advice is welcome and much appreciated. Thank you kindly in advance. Goto cpan build directory > cd /opt/.cpan/build/HTTP-Server-Simple-0.09 > perl Makefile.PL > make > make test TEST_FILES=t/04cgi.t TEST_VERBOSE=1 Then send full output of the last command. -- Regards, Ruslan. > > Best regards, > Rick Cogley > > === > [snip] From cartera at lei.net.au Sun Jun 19 04:25:23 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sun, 19 Jun 2005 18:25:23 +1000 Subject: [rt-users] Performing action and returning to home page Message-ID: <42B52BF3.90406@lei.net.au> I want to make a 'delete' button in the front page for the "10 Oldest tickets in XXX" I have created. I've made a button that links to a Modify link that then alters the ticket, but then it leaves you sitting on the equivalent ofthat tickets basics screen How can I make it reload to the Home page, both this, and a couple of other functions i want to do (within a search results page, similar thing...) RT 3.4.2/Debian-Sarge/Apache2-FCGI/Perl5.8.4 -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From cartera at lei.net.au Sun Jun 19 04:46:31 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sun, 19 Jun 2005 18:46:31 +1000 Subject: [rt-users] ExtractSubjectTagOnTransaction- Message-ID: <42B530E7.8040806@lei.net.au> Im having some problems implementing this one.. I've installed it via CPAN, it appears under Scrips globally enabled as Scrip 18, and uses template blank. I haven't defined the $ExtractSubjectTagOnTransaction in the RT_SiteConfig as the defaults are sufficent for the testing. However, as you can see from RT-debug, it doesn't even trigger the scrip. Am I doing something wrong here ??? [Sun Jun 19 08:36:22 2005] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - [aaa #121] test this (/opt/rt3/lib/RT/I18N.pm:225) [Sun Jun 19 08:36:22 2005] [debug]: About to think about scrips for transaction #62373 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:22 2005] [debug]: About to think about scrips for transaction #62374 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:22 2005] [debug]: About to think about scrips for transaction #62375 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:22 2005] [debug]: About to think about scrips for transaction #62376 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:22 2005] [debug]: About to think about scrips for transaction #62377 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:22 2005] [debug]: About to prepare scrips for transaction #62377 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Sun Jun 19 08:36:22 2005] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Sun Jun 19 08:36:23 2005] [debug]: About to commit scrips for transaction #62377 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Sun Jun 19 08:36:23 2005] [info]: #77397/62377 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Sun Jun 19 08:36:23 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Sun Jun 19 08:36:23 2005] [debug]: load cf Client (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:23 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:23 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:23 2005] [debug]: load cf Description (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:23 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:23 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:23 2005] [debug]: load cf Category (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:23 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:23 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:23 2005] [debug]: load cf LoginID (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:23 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:23 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:23 2005] [debug]: load cf Ctct_Phone (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:23 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:23 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:23 2005] [info]: Ticket 77397 created in queue 'NS_Support' by cartera at lei.net.au (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) [Sun Jun 19 08:36:26 2005] [debug]: Converting 'ISO-8859-1' to 'utf-8' for text/plain - [aaa #121] test this (/opt/rt3/lib/RT/I18N.pm:225) [Sun Jun 19 08:36:26 2005] [debug]: About to think about scrips for transaction #62378 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:26 2005] [debug]: About to think about scrips for transaction #62379 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:26 2005] [debug]: About to think about scrips for transaction #62380 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:26 2005] [debug]: About to think about scrips for transaction #62381 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:26 2005] [debug]: About to think about scrips for transaction #62382 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Sun Jun 19 08:36:26 2005] [debug]: About to prepare scrips for transaction #62382 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Sun Jun 19 08:36:26 2005] [debug]: Found 4 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Sun Jun 19 08:36:27 2005] [debug]: About to commit scrips for transaction #62382 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Sun Jun 19 08:36:27 2005] [info]: #77398/62382 - Scrip 4 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Sun Jun 19 08:36:27 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Sun Jun 19 08:36:27 2005] [debug]: load cf Client (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:27 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:27 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:27 2005] [debug]: load cf Description (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:27 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:27 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:27 2005] [debug]: load cf Category (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:27 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:27 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:27 2005] [debug]: load cf LoginID (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:27 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:27 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:27 2005] [debug]: load cf Ctct_Phone (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:38) [Sun Jun 19 08:36:27 2005] [debug]: load cf done: 1 Found Object (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:44) [Sun Jun 19 08:36:27 2005] [debug]: look for cf in Body (/opt/rt3/lib/RT/Action/ExtractCustomFieldValues.pm:48) [Sun Jun 19 08:36:27 2005] [info]: Ticket 77398 created in queue 'NS_Support' by cartera at lei.net.au (/opt/rt3/lib/RT/Ticket_Overlay.pm:730) -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From cartera at lei.net.au Sun Jun 19 05:04:39 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sun, 19 Jun 2005 19:04:39 +1000 Subject: [rt-users] Setting the default refresh on the home page? Message-ID: <42B53527.1040905@lei.net.au> I've copied elements/Refresh to local, reset default to 120, and restart apache etc and still it defaults to 'Dont refresh this page'. Where am I going wrong? I've even tried setting '$Default' with RT_SiteConfig... no effect -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From cartera at lei.net.au Sun Jun 19 05:17:45 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sun, 19 Jun 2005 19:17:45 +1000 Subject: [rt-users] Setting owner using username and Tickets/Create.html ? Message-ID: <42B53839.9000501@lei.net.au> Is there a way to specify the owner using username as an argument instead of the principal id? I've figured out the Requestors and Owner=id etc, but yeah... Ditto , is there a way to do the Queue by name ? Thanks Adrian -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From cartera at lei.net.au Sun Jun 19 05:24:40 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sun, 19 Jun 2005 19:24:40 +1000 Subject: [rt-users] Replicating RTFM across multiple instances Message-ID: <42B539D8.8090001@lei.net.au> I have resigned myself to running multiple instances of RT, which ultimately I can deal with, but has anyone got some experience of replicating the RTFM tables across multiple instances. It seems possible, but how can I control the updates? can Mysql/replication alone handle it? thanks -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From Ruslan.Zakirov at miet.ru Sun Jun 19 12:56:16 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sun, 19 Jun 2005 20:56:16 +0400 Subject: [rt-users] Performing action and returning to home page In-Reply-To: <42B52BF3.90406@lei.net.au> References: <42B52BF3.90406@lei.net.au> Message-ID: <42B5A3B0.8020202@miet.ru> Adrian Carter wrote: > I want to make a 'delete' button in the front page for the "10 Oldest > tickets in XXX" I have created. I've made a button that links to a > Modify link that then alters the ticket, but then it leaves you sitting > on the equivalent ofthat tickets basics screen > > How can I make it reload to the Home page, both this, and a couple of > other functions i want to do (within a search results page, similar > thing...) You can copy <%INIT> block of the modify.html then simplify it to do only what you want and add $m->redirect call as last command. As point of redirect you can use HTTP_REFERER http header field or $RT::*URL config options. See other html page for standard way to construct RT URL. > > RT 3.4.2/Debian-Sarge/Apache2-FCGI/Perl5.8.4 > From Ruslan.Zakirov at miet.ru Sun Jun 19 13:03:29 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sun, 19 Jun 2005 21:03:29 +0400 Subject: [rt-users] Replicating RTFM across multiple instances In-Reply-To: <42B539D8.8090001@lei.net.au> References: <42B539D8.8090001@lei.net.au> Message-ID: <42B5A561.4030203@miet.ru> Adrian Carter wrote: > I have resigned myself to running multiple instances of RT, which > ultimately I can deal with, but has anyone got some experience of > replicating the RTFM tables across multiple instances. It seems > possible, but how can I control the updates? can Mysql/replication alone > handle it? No, AFAIK MySQL couldn't handle this. You should update DB data only on the master server, but RTFM versions uses RT ObjectCustomFields framework, so DB replication wouldn't help you much. > > thanks > From Ruslan.Zakirov at miet.ru Sun Jun 19 13:19:34 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sun, 19 Jun 2005 21:19:34 +0400 Subject: [rt-users] Setting owner using username and Tickets/Create.html ? In-Reply-To: <42B53839.9000501@lei.net.au> References: <42B53839.9000501@lei.net.au> Message-ID: <42B5A926.4000806@miet.ru> Adrian Carter wrote: > Is there a way to specify the owner using username as an argument > instead of the principal id? > > I've figured out the Requestors and Owner=id etc, but yeah... Ditto , is > there a way to do the Queue by name ? Try it http://localhost/Ticket/Create.html?Queue=General And try http://localhost/Ticket/Create.html?Queue=General&Owner=qwe&Status=new&Subject=test&Content=test&id=new > > Thanks > > Adrian > From Ruslan.Zakirov at miet.ru Sun Jun 19 13:20:27 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sun, 19 Jun 2005 21:20:27 +0400 Subject: [rt-users] Setting the default refresh on the home page? In-Reply-To: <42B53527.1040905@lei.net.au> References: <42B53527.1040905@lei.net.au> Message-ID: <42B5A95B.6020205@miet.ru> Adrian Carter wrote: > I've copied elements/Refresh to local, reset default to 120, and restart > apache etc and still it defaults to 'Dont refresh this page'. > > Where am I going wrong? I've even tried setting '$Default' with > RT_SiteConfig... no effect > Delete /opt/rt3/var/mason_data/obj dir. From Ruslan.Zakirov at miet.ru Sun Jun 19 13:35:37 2005 From: Ruslan.Zakirov at miet.ru (Ruslan U. Zakirov) Date: Sun, 19 Jun 2005 21:35:37 +0400 Subject: [rt-users] Shredding, archiving... etc... In-Reply-To: References: <20050616031850.77BF14D81E9@diesel.bestpractical.com> Message-ID: <42B5ACE9.2090002@miet.ru> Tomas Olaj wrote: > Ruslan; is RTx-Shredder-0.01 project still alive? It would be nice to > delete tickets in RT API too safely. Yes, it's alive. And I develop new release that has support for 3.4.X and 3.5 branches. New release would be available in 1-1.5 months. > > Our Pg database is groving fast, and archiving of old tickets is now our > agenda. Someway a solution of extracting, tickets with the concern of > links to other tickets, and inserting into another Pg database (that can > be hocked to a RT instance) must be done. Now I have basic archiving: SQL log file that can be used to restore data. I think this SQL log also can be used to import ticket into read-only "archive RT instance" that will allow you search in the archive. But I don't plan to implement any linking between archive instance and main RT. In two weeks I'll release 0.2 and may be 0.3 with all the changes I have in the local development branch. > > As Jesse once wrote; > > "As far as I know, nobody's built the data migration / archiving tools > yet. That's one of those things that I might be willing to take on if a > specific client had an interest in making it happen. > > jesse" > > I would guess that we need to buy support for this, write our own sql > scripts or will it be incorporated in later releases? An everlasting or you can help me with Shredder testing or may be even hacking :) > groving RT backend is no future. ;) > > Tomas (who is trying to convince my boss to send me to RT training > session - ;) ) From cartera at lei.net.au Sun Jun 19 23:48:20 2005 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 20 Jun 2005 13:48:20 +1000 Subject: [BUG] Re: [rt-users] Setting owner using username and Tickets/Create.html ? In-Reply-To: <42B5A926.4000806@miet.ru> References: <42B53839.9000501@lei.net.au> <42B5A926.4000806@miet.ru> Message-ID: <42B63C84.7070903@lei.net.au> Ruslan (Jesse), Found the issue. Using the second URL below does create a ticket with the correct username. But using the 'Create.html' page without the id/content fields (i.e, to get it to display a standard 'create ticket page' with the values pre-populated) fails to update the "Owner" field if you use a Username. If you use Owner= it works fine and correctly updates the pull-down menu to be SELECTED on the specified Owner. Using Owner= leaves this form defaulting to "Nobody" Regards Adrian Ruslan U. Zakirov wrote: >Adrian Carter wrote: > > >>Is there a way to specify the owner using username as an argument >>instead of the principal id? >> >>I've figured out the Requestors and Owner=id etc, but yeah... Ditto , is >>there a way to do the Queue by name ? >> >> >Try it >http://localhost/Ticket/Create.html?Queue=General > >And try >http://localhost/Ticket/Create.html?Queue=General&Owner=qwe&Status=new&Subject=test&Content=test&id=new > > > >>Thanks >> >>Adrian >> >> >> > > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From cartera at lei.net.au Sun Jun 19 23:51:21 2005 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 20 Jun 2005 13:51:21 +1000 Subject: [rt-users] Setting owner using username and Tickets/Create.html ? In-Reply-To: <42B5A926.4000806@miet.ru> References: <42B53839.9000501@lei.net.au> <42B5A926.4000806@miet.ru> Message-ID: <42B63D39.8010001@lei.net.au> Ok, so I got this all figured out now, thanks Ruslan... But.. How does one go about setting Custom Field values in the same way ? :) :) :) Ruslan U. Zakirov wrote: >Adrian Carter wrote: > > >>Is there a way to specify the owner using username as an argument >>instead of the principal id? >> >>I've figured out the Requestors and Owner=id etc, but yeah... Ditto , is >>there a way to do the Queue by name ? >> >> >Try it >http://localhost/Ticket/Create.html?Queue=General > >And try >http://localhost/Ticket/Create.html?Queue=General&Owner=qwe&Status=new&Subject=test&Content=test&id=new > > > >>Thanks >> >>Adrian >> >> >> > > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From khaledeshah at yahoo.com Mon Jun 20 04:08:40 2005 From: khaledeshah at yahoo.com (eshah khaled) Date: Mon, 20 Jun 2005 01:08:40 -0700 (PDT) Subject: [rt-users] Message not recorded Message-ID: <20050620080840.52718.qmail@web30506.mail.mud.yahoo.com> I have a problem with my RT, which whenever someone send an email to my RT queue & I replied to him & till now it is OK. The problem begins here when the sender try to reply to mine, he gets his message returnedwith an error : Message not recorded Permission Denied Regards, __________________________________________________ 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 i.norton at lancaster.ac.uk Mon Jun 20 05:30:09 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 20 Jun 2005 10:30:09 +0100 Subject: [rt-users] AutoReplying Message-ID: <7F332A8009EE5D4CB62C87717A3498A10DE3906F@exchange-be1.lancs.ac.uk> Hi, I found that using the AdminCc functionality on the queue created too much email. We only wanted notification of new tickets, not every update in detail. I created a "Notify Potential Owners" scrip that does this. http://www.lancs.ac.uk/~norton/dev/rt/ This emails all the people who could potentially work on the ticket. That's assuming that the AdminCc doesn't quite do what you want. Regards, Ian. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brian W. Spolarich Sent: 08 June 2005 19:09 To: Vicki Stanfield; erol Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] AutoReplying rt-users-bounces at lists.bestpractical.com wrote: > I'm still new to this, but as far as I know, you just need to add the > users as watchers for the queue via the web interface. That's right. You will actually want to use Administrative Cc: for your watchers, as the default scrips automatically include AdminCc: users on correspondance (including the creation of the ticket). Configuration->Queues->(queue name)->Watchers. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From glas at hollomey.com Mon Jun 20 10:17:44 2005 From: glas at hollomey.com (Georg Glas) Date: Mon, 20 Jun 2005 16:17:44 +0200 Subject: [rt-users] Bulk Update and Customfields Message-ID: <200506201617.44528.glas@hollomey.com> Hi, has anyone a codesnipplet for updating Customfields in Bulk.html ? -- mfg. Georg Glas From phil.labonte at transcore.com Mon Jun 20 10:38:11 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 20 Jun 2005 10:38:11 -0400 Subject: [rt-users] how to configure RT to receive but not send email Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315017619A6@torex1.tcore.com> I need to configure RT to receive email and create a ticket (which it does), but I need to configure it to not send out any emails to customers. Is there a way to disable this temporarily? From tmaciak at ci.grand-rapids.mi.us Mon Jun 20 10:50:26 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Mon, 20 Jun 2005 10:50:26 -0400 Subject: [rt-users] customer integration with existing system/database? Message-ID: <221C759285B78647AEE6181FD6AF36A710F244C8@bambi.grand-rapids.mi.us> Can some people tell me how they have done customer integration into the RT system? We have quite a bit of users and would prefere to use something that connects into an existing windows directory (maybe using tacacs or the exchange global address book etc.) so that we don't have to manually enter all the users into the system by hand. === Also, Ive been able to create a custom field for "users" (ie- department) but it does not show up under the owner or more preferable "requestor" field. Is there a way to link custom fields to all users (priv and non priv) so it would show the department for the requestor or any other custom field in the "ticket metadata" section? 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 sturner at MIT.EDU Mon Jun 20 10:59:37 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 20 Jun 2005 10:59:37 -0400 Subject: [rt-users] how to configure RT to receive but not send email In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315017619A6@torex1.tcore.com> Message-ID: <5.2.1.1.2.20050620105750.022dde18@po14.mit.edu> At Monday 6/20/2005 10:38 AM, Labonte, Phil wrote: >I need to configure RT to receive email and create a ticket (which it >does), but I need to configure it to not send out any emails to >customers. > >Is there a way to disable this temporarily? We implemented a new config variable that can turn off outgoing email - we use it mainly when bulk-loading tickets from a legacy system. It involves a small mod to one of the perl modules. Let me know if that's the kind of thing you need. Steve From jesse at bestpractical.com Mon Jun 20 11:01:41 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 20 Jun 2005 11:01:41 -0400 Subject: [rt-users] how to configure RT to receive but not send email In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D3315017619A6@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D3315017619A6@torex1.tcore.com> Message-ID: <20050620150141.GC27218@bestpractical.com> On Mon, Jun 20, 2005 at 10:38:11AM -0400, Labonte, Phil wrote: > I need to configure RT to receive email and create a ticket (which it > does), but I need to configure it to not send out any emails to > customers. > Is there a way to disable this temporarily? Not sure if this actually works, but I've suspected that it will do what you want if you set the rt mailer to "sendmailpipe" and set SendmailPath to /bin/true. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- From phil.labonte at transcore.com Mon Jun 20 12:24:41 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 20 Jun 2005 12:24:41 -0400 Subject: [rt-users] New users do not show uo in list but can log in? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315017619E0@torex1.tcore.com> So I added a new user. This user can log in and take ownership of tickets... However their username does not show up in the list of users in the drop down list in either the Query window or in the People section of the Ticket window...? Is there a reason/fix for this? From phil.labonte at transcore.com Mon Jun 20 12:26:50 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 20 Jun 2005 12:26:50 -0400 Subject: [rt-users] RE: New users do not show uo in list but can log in? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315017619E3@torex1.tcore.com> Nevermind I figured it out... I forgot to configure the Queue rights! Phil -----Original Message----- From: Labonte, Phil Sent: Monday, June 20, 2005 12:25 PM To: rt-users at lists.bestpractical.com Subject: New users do not show uo in list but can log in? So I added a new user. This user can log in and take ownership of tickets... However their username does not show up in the list of users in the drop down list in either the Query window or in the People section of the Ticket window...? Is there a reason/fix for this? From msroest at gmail.com Mon Jun 20 13:30:11 2005 From: msroest at gmail.com (Mike Roest) Date: Mon, 20 Jun 2005 11:30:11 -0600 Subject: [rt-users] RT+Apache2+FastCGI Question Message-ID: <5f1076740506201030609b2d07@mail.gmail.com> Hey Everyone, I'm attempting to RT running under FastCGI with apache2. I've gotten everything configured and compiled, but when I goto start apache I'm getting the following error in the error_log: Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /opt/rt3/etc /etc/perl /usr/lib/perl5/site_perl/5.8.5/i686-linux /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.4/i686-linux /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i686-linux /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.5/i686-linux /usr/lib/perl5/5.8.5 /usr/local/lib/site_perl .) at /opt/rt3/lib/RT.pm line 123. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 77. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 52. Here is my apache conf for RT, I'm trying to run it in a subdir under my root: AddDefaultCharset UTF-8 Alias /rt/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ SetHandler default-handler FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 6 ScriptAlias /rt/ /opt/rt3/bin/mason_handler.fcgi/ The error is coming from this line in lib/RT.pm require $SITE_CONFIG_FILE || die ("Couldn't load RT config file '$SITE_CONFIG_FILE'\n$@"); Above in the file is the following setup of SITE_CONFIG_FILE $SITE_CONFIG_FILE = '/opt/rt3/etc/RT_SiteConfig.pm'; I've tried foing the same require statement just from the perl command interpretor and it works fine. Anyone have any ideas. -- Mike http://www.blahz.org/ From mabrown at rim.com Mon Jun 20 14:24:36 2005 From: mabrown at rim.com (Matthew Brown) Date: Mon, 20 Jun 2005 14:24:36 -0400 Subject: [rt-users] RT+Apache2+FastCGI Question Message-ID: <5BB5F968E270D94EA60DE00EBF7554CC023BB355@XCH26YKF.rim.net> > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Mike Roest > > Hey Everyone, > I'm attempting to RT running under FastCGI with apache2. > > I've gotten everything configured and compiled, but when I goto start > apache I'm getting the following error in the error_log: > Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: I'd say check the permissions of RT_SiteConfig.pm and all directories leading up to it. Make sure they are readable by the user that apache is running as. > I've tried foing the same require statement just from the perl command > interpretor and it works fine. Anyone have any ideas. > Did you run the interpretor as the apache user? --------------------------------------------------------------------- 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 seph at directionless.org Mon Jun 20 14:40:15 2005 From: seph at directionless.org (seph) Date: Mon, 20 Jun 2005 14:40:15 -0400 Subject: [rt-users] Re: RT+Apache2+FastCGI Question In-Reply-To: <5f1076740506201030609b2d07@mail.gmail.com> (Mike Roest's message of "Mon, 20 Jun 2005 11:30:11 -0600") References: <5f1076740506201030609b2d07@mail.gmail.com> Message-ID: > I've gotten everything configured and compiled, but when I goto start > apache I'm getting the following error in the error_log: > Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: does /opt/rt3/etc/RT_SiteConfig.pm exist, and is it readable by the user apache runs as? seph From msroest at gmail.com Mon Jun 20 15:48:03 2005 From: msroest at gmail.com (Mike Roest) Date: Mon, 20 Jun 2005 13:48:03 -0600 Subject: [rt-users] Re: RT+Apache2+FastCGI Question In-Reply-To: References: <5f1076740506201030609b2d07@mail.gmail.com> Message-ID: <5f10767405062012486dcf1cdc@mail.gmail.com> Hi There, It looks like that was the problem. Even though running the perl interpreter as apache worked. Once I changed ownership of the lib and etc directories it now looks to be working. Thanks On 6/20/05, seph wrote: > > I've gotten everything configured and compiled, but when I goto start > > apache I'm getting the following error in the error_log: > > Can't locate /opt/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: > > does /opt/rt3/etc/RT_SiteConfig.pm exist, and is it readable by the > user apache runs as? > > seph > -- Mike http://www.blahz.org/ From tom at triadsys.com Mon Jun 20 17:00:52 2005 From: tom at triadsys.com (Tom Vier) Date: Mon, 20 Jun 2005 17:00:52 -0400 Subject: [rt-users] can't alter table: attachments Message-ID: <42B72E84.3080103@triadsys.com> I successfully changed all my rt tables, except attachments to innodb. I'm running mysql 4.0.24 and this is what happens: ALTER TABLE `Attachments` TYPE = innodb #1214 - The used table type doesn't support FULLTEXT indexes Also, i get these in my logs (since Attachments is in myisam format); Jun 17 08:05:42 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) Jun 17 08:06:14 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) Jun 17 08:17:09 opteron-prime rsyncd[8387]: name lookup failed for 192.168.255.91: Name or service not known Jun 17 08:33:06 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) Jun 17 08:36:54 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) Jun 17 08:37:08 opteron-prime rsyncd[8566]: name lookup failed for 192.168.255.91: Name or service not known Jun 17 08:40:29 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) Jun 17 08:41:53 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) Jun 17 08:41:57 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) Jun 17 08:42:20 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) Jun 17 08:52:58 opteron-prime RT: DBD::mysql::db rollback failed: Warning: Some non-transactional changed tables couldn't be rolled back at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 721. (/usr/share/request-tracker3.4/lib/RT.pm:277) tia! -- Tom From pdh at bestpractical.com Mon Jun 20 18:03:38 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 21 Jun 2005 08:03:38 +1000 Subject: [rt-users] can't alter table: attachments In-Reply-To: <42B72E84.3080103@triadsys.com> References: <42B72E84.3080103@triadsys.com> Message-ID: <42B73D3A.7040107@bestpractical.com> Tom Vier wrote: > ALTER TABLE `Attachments` TYPE = innodb > > #1214 - The used table type doesn't support FULLTEXT indexes Do you have some kind of locally installed index on the Attachments table? -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From pdh at bestpractical.com Mon Jun 20 18:28:49 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 21 Jun 2005 08:28:49 +1000 Subject: [rt-users] Message not recorded In-Reply-To: <20050620080840.52718.qmail@web30506.mail.mud.yahoo.com> References: <20050620080840.52718.qmail@web30506.mail.mud.yahoo.com> Message-ID: <42B74321.50207@bestpractical.com> eshah khaled wrote: > The problem begins here when the sender try to reply to mine, he gets > his message returnedwith an error : > Message not recorded > Permission Denied Sounds like the appropriate group/user doesn't have the ReplyToTicket right. -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From mhess at greenhillsschool.org Mon Jun 20 18:33:26 2005 From: mhess at greenhillsschool.org (Michael Hess) Date: Mon, 20 Jun 2005 18:33:26 -0400 Subject: [rt-users] SelfService Comments Message-ID: Hi, all We would like to give our users access to selfservice, however, is there a way to prevent them from seening comments. Thank you Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From csimiskey at westhost.com Mon Jun 20 18:45:55 2005 From: csimiskey at westhost.com (Chris Simiskey) Date: Mon, 20 Jun 2005 16:45:55 -0600 Subject: [rt-users] Message not recorded Message-ID: <0E3EDD01CECD1041AF86313AEA07279B016A9857@im.westhost.com> I have seen a similar problem with my RT installation running 2.0.15. What we have been able to deduce in these situations is that the ticket was created with one e-mail address and then the person uses a different address to try and add correspondence. For example, if I have a mailbox which has a reply-to address different from what the mailbox's actual address is, then I would get the permission denied (assuming the ticket gets created with the main address, not the reply-to address. -Chris S. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Phil Homewood Sent: Monday, June 20, 2005 4:29 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Message not recorded eshah khaled wrote: > The problem begins here when the sender try to reply to mine, he gets > his message returnedwith an error : > Message not recorded > Permission Denied Sounds like the appropriate group/user doesn't have the ReplyToTicket right. -- >>|<< 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 KevinSonney at zumiez.com Mon Jun 20 19:55:37 2005 From: KevinSonney at zumiez.com (Kevin Sonney) Date: Mon, 20 Jun 2005 16:55:37 -0700 Subject: [rt-users] Auto-change queue based on requestor Message-ID: I'm looking for some help with a scrip for the following design. We will have one email address to submit issues to. We will have multiple queues based on organizational unit, i.e. Accounting, Real Estate Users of a specific organizational unit will be a member of a group with the same name as the queue. I'm trying to write a scrip to determine the group of the requestor, then move the ticket to that requestor's queue. Unfortunately, I'm not very good at perl and I'm having a hard time with the RT API. I'm hoping somebody out there has done something similar to this and is willing to share their code. I found the AutoChangeQueue on the wiki but I'm having a hard time tweaking it for what I'm trying to do. Thanks in advance, Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Mon Jun 20 20:45:17 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 21 Jun 2005 10:15:17 +0930 Subject: [rt-users] Auto-change queue based on requestor In-Reply-To: Message-ID: <20050621004522.0D96F61D444@sr-gw.esc.net.au> Hi Kevin, What criteria are you basing the queue on, for example, will it be the subject of the email that is sent, or the email address of the requestor, or specific key words in the body of the message? Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Sonney Sent: Tuesday, 21 June 2005 9:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Auto-change queue based on requestor I'm looking for some help with a scrip for the following design. We will have one email address to submit issues to. We will have multiple queues based on organizational unit, i.e. Accounting, Real Estate Users of a specific organizational unit will be a member of a group with the same name as the queue. I'm trying to write a scrip to determine the group of the requestor, then move the ticket to that requestor's queue. Unfortunately, I'm not very good at perl and I'm having a hard time with the RT API. I'm hoping somebody out there has done something similar to this and is willing to share their code. I found the AutoChangeQueue on the wiki but I'm having a hard time tweaking it for what I'm trying to do. Thanks in advance, Kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From KevinSonney at zumiez.com Mon Jun 20 23:14:00 2005 From: KevinSonney at zumiez.com (Kevin Sonney) Date: Mon, 20 Jun 2005 20:14:00 -0700 Subject: [rt-users] Auto-change queue based on requestor Message-ID: I'm thinking the username or email address of the requestor as all users will be privileged and have read-only access into their respective queues. I'm controlling this access by group rights. Kevin ________________________________ From: Andrew Xenides [mailto:andrew at staff.esc.net.au] Sent: Mon 6/20/2005 5:45 PM To: Kevin Sonney; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Auto-change queue based on requestor Hi Kevin, What criteria are you basing the queue on, for example, will it be the subject of the email that is sent, or the email address of the requestor, or specific key words in the body of the message? Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kevin Sonney Sent: Tuesday, 21 June 2005 9:26 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Auto-change queue based on requestor I'm looking for some help with a scrip for the following design. We will have one email address to submit issues to. We will have multiple queues based on organizational unit, i.e. Accounting, Real Estate Users of a specific organizational unit will be a member of a group with the same name as the queue. I'm trying to write a scrip to determine the group of the requestor, then move the ticket to that requestor's queue. Unfortunately, I'm not very good at perl and I'm having a hard time with the RT API. I'm hoping somebody out there has done something similar to this and is willing to share their code. I found the AutoChangeQueue on the wiki but I'm having a hard time tweaking it for what I'm trying to do. Thanks in advance, Kevin From andrew at staff.esc.net.au Mon Jun 20 23:36:49 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 21 Jun 2005 13:06:49 +0930 Subject: [rt-users] Auto-change queue based on requestor In-Reply-To: Message-ID: <20050621033655.36A0561D54E@sr-gw.esc.net.au> Hi Kevin, I am also only new to the world of RT but something like this should work if ($self->TicketObj->RequestorAddresses =~ /username\@email1\.com/){ $self->TicketObj->SetQueue("Queue 1"); return(1); } if ($self->TicketObj->RequestorAddresses =~ /username2\@email2/){ $self->TicketObj->SetQueue("Queue 2"); return(1); } return(undef); >From reading the autoqueue change I would put this in the clean up code and just return(1); in the preparation code. And use OnCreate for the condition and Template: Global template: Blank (the string between the /'s can be any regex) Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: Kevin Sonney [mailto:KevinSonney at zumiez.com] > Sent: Tuesday, 21 June 2005 12:44 PM > To: Andrew Xenides; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Auto-change queue based on requestor > > I'm thinking the username or email address of the requestor > as all users will be privileged and have read-only access > into their respective queues. I'm controlling this access by > group rights. > > Kevin > > ________________________________ > > From: Andrew Xenides [mailto:andrew at staff.esc.net.au] > Sent: Mon 6/20/2005 5:45 PM > To: Kevin Sonney; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Auto-change queue based on requestor > > > Hi Kevin, > > What criteria are you basing the queue on, for example, will > it be the subject of the email that is sent, or the email > address of the requestor, or specific key words in the body > of the message? > > > Andrew Xenides > System Administrator > EscapeNet > 465 South Road > Keswick SA 5035 > T: (08) 8292 5200 > F: (08) 8292 5299 > E: andrew at staff.esc.net.au > W: http://www.esc.net.au > > > > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Kevin Sonney > Sent: Tuesday, 21 June 2005 9:26 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Auto-change queue based on requestor > > > I'm looking for some help with a scrip for the > following design. > > We will have one email address to submit issues to. > We will have multiple queues based on organizational > unit, i.e. Accounting, Real Estate > Users of a specific organizational unit will be a > member of a group with the same name as the queue. > > I'm trying to write a scrip to determine the group of > the requestor, then move the ticket to that requestor's queue. > > Unfortunately, I'm not very good at perl and I'm having > a hard time with the RT API. I'm hoping somebody out there > has done something similar to this and is willing to share > their code. I found the AutoChangeQueue on the wiki but I'm > having a hard time tweaking it for what I'm trying to do. > > Thanks in advance, > > Kevin > > > > > From seph at directionless.org Mon Jun 20 23:45:09 2005 From: seph at directionless.org (seph) Date: Mon, 20 Jun 2005 23:45:09 -0400 Subject: [rt-users] Re: SelfService Comments In-Reply-To: (Michael Hess's message of "Mon, 20 Jun 2005 18:33:26 -0400") References: Message-ID: > We would like to give our users access to selfservice, however, is there a > way to prevent them from seening comments. This is how RT is designed to work. Don't give everyone ShowComments seph From cartera at lei.net.au Tue Jun 21 02:13:28 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 21 Jun 2005 16:13:28 +1000 Subject: [rt-users] Bug in Query Builder?? Message-ID: <42B7B008.3030206@lei.net.au> I've discovered an error when using Query Builder. I can also reproduce it (on two of my RT installs) Got to "Tickets" on the LHS of RT If I then type something into any of the add criteria fields before selecting all of the contents of the Query window (the standard 'new ticket search' to delete it then i get this: If I try and delete just the bottom two entries (the AND Status = 'new' AND Owner = 'Nobody') it works fine. If I try and delete ALL the contents of the query window (Queue = "XXX" AND Status = 'new' AND Owner = 'Nobody') it the reports the following error: *System error* *error:* Can't locate object method "removeChild" via package "root" (perhaps you forgot to load "root"?) at /opt/rt3/share/html/Search/Build.html line 432. *context:* *...* *428:* } *429:* } *430:* elsif ( $ARGS{"DeleteClause"} ) { *431:* if (@current_values) { *432:* $_->getParent()->removeChild($_) for @current_values; *433:* } *434:* else { *435:* push( @actions, [ loc("error: nothing to delete"), -1 ] ); *436:* } *...* *code stack:* /opt/rt3/share/html/Search/Build.html:432 /opt/rt3/share/html/autohandler:215 If I just try and delete everything in the Query window with nothing in any of the "Add Criteria" fields, its works fine. Any ideas?? -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From andrew at staff.esc.net.au Tue Jun 21 02:18:25 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 21 Jun 2005 15:48:25 +0930 Subject: [rt-users] Bug in Query Builder?? In-Reply-To: <42B7B008.3030206@lei.net.au> Message-ID: <20050621061828.3736D61D3A8@sr-gw.esc.net.au> yeh, that has happened to me from time to time. i just delete everything and start over. i beleive it only happens when you are deleteing the last thing and adding at the same time. Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Adrian Carter Sent: Tuesday, 21 June 2005 3:43 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Bug in Query Builder?? I've discovered an error when using Query Builder. I can also reproduce it (on two of my RT installs) Got to "Tickets" on the LHS of RT If I then type something into any of the add criteria fields before selecting all of the contents of the Query window (the standard 'new ticket search' to delete it then i get this: If I try and delete just the bottom two entries (the AND Status = 'new' AND Owner = 'Nobody') it works fine. If I try and delete ALL the contents of the query window (Queue = "XXX" AND Status = 'new' AND Owner = 'Nobody') it the reports the following error: System error error: Can't locate object method "removeChild" via package "root" (perhaps you forgot to load "root"?) at /opt/rt3/share/html/Search/Build.html line 432. context: ... 428: } 429: } 430: elsif ( $ARGS{"DeleteClause"} ) { 431: if (@current_values) { 432: $_->getParent()->removeChild($_) for @current_values; 433: } 434: else { 435: push( @actions, [ loc("error: nothing to delete"), -1 ] ); 436: } ... code stack: /opt/rt3/share/html/Search/Build.html:432 /opt/rt3/share/html/autohandler:215 If I just try and delete everything in the Query window with nothing in any of the "Add Criteria" fields, its works fine. Any ideas?? -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From pdh at bestpractical.com Tue Jun 21 02:27:51 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Tue, 21 Jun 2005 16:27:51 +1000 Subject: [rt-users] Bug in Query Builder?? In-Reply-To: <42B7B008.3030206@lei.net.au> References: <42B7B008.3030206@lei.net.au> Message-ID: <42B7B367.9030304@bestpractical.com> Adrian Carter wrote: > *error:* Can't locate object method "removeChild" via package "root" IIRC some bugs along these lines were fixed in 3.4.3pre1. Give that a shot if you can; it's in the devel snapshots area. -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cartera at lei.net.au Tue Jun 21 03:46:40 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 21 Jun 2005 17:46:40 +1000 Subject: [rt-users] Bug in Query Builder?? In-Reply-To: <20050621061828.3736D61D3A8@sr-gw.esc.net.au> References: <20050621061828.3736D61D3A8@sr-gw.esc.net.au> Message-ID: <42B7C5E0.9090700@lei.net.au> yeah... If the "Add Criteria" fields have values and you try and delete the top level parent query it barfs. I guess the 'delete' button needs it association to the Add Criteria button broken.. they must live in the same form area.... Since adding values to "Add Criteria" and deleting only 'parts' of the query doesn't add the criteria in the delete processes anyway, Im not sure why they would live in the same form anyway... Andrew Xenides wrote: > yeh, that has happened to me from time to time. > > i just delete everything and start over. i beleive it only happens > when you are deleteing the last thing and adding at the same time. > > > **Andrew Xenides > ****System Administrator > ****EscapeNet > ****465 South Road > ****Keswick SA 5035 > ****T: (08) 8292 5200 > ****F: (08) 8292 5299 > ****E: andrew at staff.esc.net.au > ****W: http://www.esc.net.au** > > > > ------------------------------------------------------------------------ > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of > *Adrian Carter > *Sent:* Tuesday, 21 June 2005 3:43 PM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Bug in Query Builder?? > > I've discovered an error when using Query Builder. I can also > reproduce it (on two of my RT installs) > > Got to "Tickets" on the LHS of RT > > If I then type something into any of the add criteria fields > before selecting all of the contents of the Query window (the > standard 'new ticket search' to delete it then i get this: > > If I try and delete just the bottom two entries (the AND Status = > 'new' AND Owner = 'Nobody') it works fine. If I try and delete ALL > the contents of the query window (Queue = "XXX" AND Status = 'new' > AND Owner = 'Nobody') it the reports the following error: > > > *System error* > > *error:* Can't locate object method "removeChild" via package > "root" (perhaps you forgot to load "root"?) at > /opt/rt3/share/html/Search/Build.html line 432. > *context:* > *...* > *428:* } > *429:* } > *430:* elsif ( $ARGS{"DeleteClause"} ) { > *431:* if (@current_values) { > *432:* $_->getParent()->removeChild($_) for @current_values; > *433:* } > *434:* else { > *435:* push( @actions, [ loc("error: nothing to delete"), -1 ] ); > *436:* } > *...* > > *code stack:* /opt/rt3/share/html/Search/Build.html:432 > /opt/rt3/share/html/autohandler:215 > > > If I just try and delete everything in the Query window with > nothing in any of the "Add Criteria" fields, its works fine. > > Any ideas?? > > > >-- >Adrian Carter >Technical Manager >Leading Edge Internet > >Web http://www.lei.net.au http://support.lei.net.au >Direct +61 2 6163 6162 Support 1 300 662 415 >E-mail cartera at lei.net.au > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From shuying at gmail.com Tue Jun 21 04:35:47 2005 From: shuying at gmail.com (Shuying Wang) Date: Tue, 21 Jun 2005 18:35:47 +1000 Subject: [rt-users] rt upgrade from 3.0.x to 3.4.x problem Message-ID: <75fa0c3a0506210135bf1a81b@mail.gmail.com> Hi, I've recently upgraded a copy of RT 3.0.x to 3.4.x and followed the database upgrade procedure in the documentation. I noticed that all the ticket links in the links box seem to have gone missing though it shows up in the transaction history. Moreover in the logs, I have something like: Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://domain.url/ticket/123 Could someone advise on what's wrong? thanks, Shuying From yoavd at qballtech.net Tue Jun 21 05:24:43 2005 From: yoavd at qballtech.net (Yoav Daniely) Date: Tue, 21 Jun 2005 12:24:43 +0300 Subject: [rt-users] Migrate one queue Message-ID: <20050621092140.0590A37F9A@hawk.qballtech.net> Greetings, I would like to migrate all the tickets from one queue to a new system (and avoid copying the entire database). I thought of the following way (which is not very "clean") 1. Copy the entire database. 2. Run RT-Shredder and cut the irrelevant tickets out. Do you think this way will work fine ? any better ideas? Best Regards, Yoav Daniely -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at triadsys.com Tue Jun 21 09:44:04 2005 From: tom at triadsys.com (Tom Vier) Date: Tue, 21 Jun 2005 09:44:04 -0400 Subject: [rt-users] can't alter table: attachments In-Reply-To: <42B73D3A.7040107@bestpractical.com> References: <42B72E84.3080103@triadsys.com> <42B73D3A.7040107@bestpractical.com> Message-ID: <42B819A4.5010900@triadsys.com> Phil Homewood wrote: >> #1214 - The used table type doesn't support FULLTEXT indexes > Do you have some kind of locally installed index on the Attachments table? Apparently rt set some up, at some point, and some are duplicates. I should be able to delete them, convert to innodb, then recreate the indexes, right? Indexes: Keyname Type Cardinality Action Field PRIMARY PRIMARY 8497 Edit Drop id Attachments1 INDEX 944 Edit Drop Parent Attachments2 INDEX 8497 Edit Drop TransactionId Attachments3 INDEX 8497 Edit Drop Parent TransactionId Content FULLTEXT 8497 Edit Drop Content Content_2 FULLTEXT 8497 Edit Drop Content Content_3 FULLTEXT 8497 Edit Drop Content Content_4 FULLTEXT 8497 Edit Drop Content Content_5 FULLTEXT 8497 Edit Drop Content Content_6 FULLTEXT 8497 Edit Drop Content - Tom From dhartford at ghsinc.com Tue Jun 21 11:44:02 2005 From: dhartford at ghsinc.com (Darren Hartford) Date: Tue, 21 Jun 2005 11:44:02 -0400 Subject: [rt-users] REST or SOAP for java application integration? Message-ID: <3ADC9031BA80EB49812A36BBC564D5A27B985B@GHSEXCH.ghsinc.com> Hey all, New to RT, and I'm trying to integrate it's well-respected ticketing system with an internal Java Application (just some change-management stuff) for ticket creation, maybe some other smaller things. As I understand, there are some discussions around either a REST or a SOAP interface -- but I can not seem to find any solid information. I've glossed over the 'online documentation'/wiki, as well as the following e-mail threads: http://gossamer-threads.com/lists/rt/users/34655?search_string=rest;#346 55 http://gossamer-threads.com/lists/rt/users/43852?search_string=rest;#438 52 http://gossamer-threads.com/lists/rt/users/27317?search_string=soap;#273 17 http://gossamer-threads.com/lists/rt/users/23404?search_string=soap;#234 04 Does anyone have a solid pointer to REST or SOAP documentation, preferably something that is 'formal' for version 3.x that is not likely to change for several versions? Thanks, -D -------------- next part -------------- An HTML attachment was scrubbed... URL: From Evan.Leon at mtvn.com Tue Jun 21 12:47:46 2005 From: Evan.Leon at mtvn.com (Lucchesi Leon, Evan) Date: Tue, 21 Jun 2005 12:47:46 -0400 Subject: [rt-users] Corrupted Attachments in 3.2.3 Message-ID: I apologize if this question has already been answered, but I have been searching the archives for quite some time and haven't found anything relevant. We are currently running RT-3.2.3 on RedHat Enterprise 3, with Apache 2.0.46/mod_perl 1, and mysql 4.0.20. Mail is being handled by postfix 2.0.11. Previously we were running this on older hardware, and a version of Apache 1.3 that I can't recall at this time. We migrated to the new Apache server and all seemed to be working well, but we didn't notice for a few weeks that any attachments that come in (jpgs, docs, pdfs, etc.) are corrupted. We are unable to determine why this is happening, the only thing we were able to rule out was the mail server. I realize this probably is not all of the information required to troubleshoot the problem but I'm not really sure where to start looking. I have pasted a sanitized version of our RT_Siteconfig.pm below. Any help is greatly appreciated. Thanks, Evan Lucchesi Leon Set($OwnerEmail , 'owner at email'); Set($MyTicketsLength, 100); Set($MyRequestsLength, 20); Set($ParseNewMessageForTicketCcs , 1); Set($rtname , "rt.name.here"); Set($Organization , "rt.name.here"); Set($WebBaseURL , "http://rt.name,here:80 "); Set($UseFriendlyToLine , 1); Set($DatabaseHost , 'mysql.database.here'); Set($DatabaseRTHost , 'mysql.database.here'); -------------- next part -------------- An HTML attachment was scrubbed... URL: From tmaciak at ci.grand-rapids.mi.us Tue Jun 21 14:35:03 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Tue, 21 Jun 2005 14:35:03 -0400 Subject: [rt-users] adding new users Message-ID: <221C759285B78647AEE6181FD6AF36A710F24AA4@bambi.grand-rapids.mi.us> Is there any instructions or tips on how to add a bunch (100-1000) of non-priviledged users to RT? I know I read that customers can send mail to RT and create a ticket but is there a mechanism where it can grab mail from an exchange mailbox and then process that as a ticket? for example all mail that goes to support at domain.com should be sent to the support queue. 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 phil.labonte at transcore.com Tue Jun 21 15:36:09 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Tue, 21 Jun 2005 15:36:09 -0400 Subject: [rt-users] adding new users Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761AF8@torex1.tcore.com> Yes you can use fetchmail. Is you do a search in the archives you will find lot's of examples on how to do this. Or if you do a google search on fetchmail and exchange (or imap) there will be examples on how to do this. But for what it is worth: You create a .fetchmailrc file in the users home directory that will be checking the email And to use this with exchange I think you would enter this in the .fetchmailrc file: poll mail.server.ca with proto IMAP timeout 200 user 'rttest at server.ca' password 'tar12345' is 'rt at localhost' here My syntax might be off Then then add this to your rc.local file: fetchmail -daemon 120 (where 120 is the number of seconds delay between each check of the server for email) Phil _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maciak, TJ Sent: Tuesday, June 21, 2005 2:35 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] adding new users Is there any instructions or tips on how to add a bunch (100-1000) of non-priviledged users to RT? I know I read that customers can send mail to RT and create a ticket but is there a mechanism where it can grab mail from an exchange mailbox and then process that as a ticket? for example all mail that goes to support at domain.com should be sent to the support queue. 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 Mike.Dwyer at globalpay.com Tue Jun 21 15:54:12 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Tue, 21 Jun 2005 15:54:12 -0400 Subject: [rt-users] view all open tickets Message-ID: <268A832CA8A26B498920E123E94F49740668864A@AT1EX-CL2.corp.globalpay.com> I have a new RT system I am now configuring. What properties do I set so a manager (group) can view ALL open Tickets in a queue, regardless of who owns them? Right now I see "unowned" and "I own" in my "Home" "at a glance" view. /mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Tue Jun 21 16:55:34 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Tue, 21 Jun 2005 16:55:34 -0400 Subject: [rt-users] view all open tickets Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761B2A@torex1.tcore.com> You need to do this from the Tickets section and do a search for all open tickets... _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Dwyer, Mike # ATLANTA Sent: Tuesday, June 21, 2005 3:54 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] view all open tickets I have a new RT system I am now configuring. What properties do I set so a manager (group) can view ALL open Tickets in a queue, regardless of who owns them? Right now I see "unowned" and "I own" in my "Home" "at a glance" view. /mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From cdevers at pobox.com Tue Jun 21 17:03:27 2005 From: cdevers at pobox.com (Chris Devers) Date: Tue, 21 Jun 2005 17:03:27 -0400 (EDT) Subject: [rt-users] view all open tickets In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501761B2A@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501761B2A@torex1.tcore.com> Message-ID: On Tue, 21 Jun 2005, Labonte, Phil wrote: > You need to do this from the Tickets section and do a search for all > open tickets... That, or click on the queue names on the home page. That works just fine on both of the RT instances I've spent much time with (RT2 & RT3.0.9); I'd assume this behavior hasn't changed in newer versions... -- Chris Devers From phil.labonte at transcore.com Tue Jun 21 17:10:09 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Tue, 21 Jun 2005 17:10:09 -0400 Subject: [rt-users] Comments being rejected by email? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761B2F@torex1.tcore.com> I am using RT Can someone help me figure where I can fix this: I can send an email to the RT system and it creates a ticket and sends an Autoreply. Then when I email back a comment and I include the ticket ID as indicated in the Autoreply email message I can an email back and the only message I get back is "permission denied" In the /var/log/messages log I get the following error: vottrt1 RT: Permission Denied (/usr/local/rt3/lib/RT/Interface/Email.pm:796) Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Tue Jun 21 17:11:01 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Tue, 21 Jun 2005 17:11:01 -0400 Subject: [rt-users] RE: Comments being rejected by email? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761B30@torex1.tcore.com> I meant to say I am using RT 3.4.2 on Fedora Core 3 _____ From: Labonte, Phil Sent: Tuesday, June 21, 2005 5:10 PM To: rt-users at lists.bestpractical.com Subject: Comments being rejected by email? I am using RT Can someone help me figure where I can fix this: I can send an email to the RT system and it creates a ticket and sends an Autoreply. Then when I email back a comment and I include the ticket ID as indicated in the Autoreply email message I can an email back and the only message I get back is "permission denied" In the /var/log/messages log I get the following error: vottrt1 RT: Permission Denied (/usr/local/rt3/lib/RT/Interface/Email.pm:796) Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From jmhanks1373 at hotmail.com Tue Jun 21 19:01:30 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Tue, 21 Jun 2005 16:01:30 -0700 Subject: [rt-users] Extracting an XML from an email Message-ID: Is there a way to scan a text attachment on an email, like an XML attachment, and parse out custom fields? Any help would be appreciated. Thanks, Jared _________________________________________________________________ Express yourself instantly with MSN Messenger! Download today - it's FREE! http://messenger.msn.click-url.com/go/onm00200471ave/direct/01/ From dkettmann at netlogic.net Tue Jun 21 19:04:30 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Tue, 21 Jun 2005 18:04:30 -0500 Subject: [rt-users] view all open tickets Message-ID: I have made an Element to include on everyone's 'Home' page that lists all tickets with a status of open, new or stalled. We have a small tech support group that uses this, but it helps us keep track of open issues. I wouldnt know how to make only one user see it, but if you want what I have let me know. I just modified the MyTickets Element to show every open ticket. Dave Kettmann NetLogic 314-266-4000 -----Original Message----- From: Dwyer, Mike # ATLANTA [mailto:Mike.Dwyer at globalpay.com] Sent: Tuesday, June 21, 2005 2:54 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] view all open tickets I have a new RT system I am now configuring. What properties do I set so a manager (group) can view ALL open Tickets in a queue, regardless of who owns them? Right now I see "unowned" and "I own" in my "Home" "at a glance" view. /mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From dkettmann at netlogic.net Tue Jun 21 19:10:05 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Tue, 21 Jun 2005 18:10:05 -0500 Subject: [rt-users] Adding a 'Closed' Title Box Message-ID: Hi List, I am interested in adding an element to a page in a titlebox. This is easy and I have worked with this for a bit. The thing I want to know is, can you have a title box start out as 'closed' (Similar to clicking the 'X' in the upper left corner). If this is possible this would help me out a whole lot. I tried looking thru the code for TitleBoxStart and TitleBoxEnd, but I didnt see anything that was obvious. Thanks in advance, Dave Kettmann NetLogic 314-266-4000 From JPriddy at thegoldensource.com Tue Jun 21 20:55:21 2005 From: JPriddy at thegoldensource.com (Priddy, John) Date: Tue, 21 Jun 2005 20:55:21 -0400 Subject: [rt-users] adding new users Message-ID: <86B3F258E53EB94CB2FC7B1CA6CA6EF409FA7B@usexnode1.ftisoftus.com> You can just create a 'contact' in AD and then cc all email destned for your techsupport at domain.com to that contact if you wish to keep a copy within exchange. There are a few benefits to doing it this way, not to mention its really easy to get up and running. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com To: rt-users at lists.bestpractical.com Sent: Tue Jun 21 14:35:03 2005 Subject: [rt-users] adding new users Is there any instructions or tips on how to add a bunch (100-1000) of non-priviledged users to RT? I know I read that customers can send mail to RT and create a ticket but is there a mechanism where it can grab mail from an exchange mailbox and then process that as a ticket? for example all mail that goes to support at domain.com should be sent to the support queue. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 From cartera at lei.net.au Tue Jun 21 23:06:43 2005 From: cartera at lei.net.au (Adrian Carter) Date: Wed, 22 Jun 2005 13:06:43 +1000 Subject: [rt-users] TimeWorked in RTStatistics? Message-ID: <42B8D5C3.2050102@lei.net.au> I've used the patch from teh Wiki, and it loads up all ok, but just refuses to display data. I've replaced the Queue arg to be for the correct value, and have altered the CustomFieldsObjId to be the correct field I want to 'group by' (Customer ID - I want to see total time worked per staff member, then time per customer...) Is there a more up-to-date one or any suggestions? Not even sure where in my logs this query turns up other than MySQL Debugs... -- 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 bestpractical at daley.snurgle.org Tue Jun 21 23:44:46 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Tue, 21 Jun 2005 23:44:46 -0400 (EDT) Subject: [rt-users] Comments being rejected by email? In-Reply-To: <9D47B29B41BE6F4EA256BE6BBC8D331501761B2F@torex1.tcore.com> References: <9D47B29B41BE6F4EA256BE6BBC8D331501761B2F@torex1.tcore.com> Message-ID: It sounds like the user was already created in RT, and doesn't have his "let this user access RT" box checked. Does this happen with new users, or just one particular "old" user? On Tue, 21 Jun 2005, Labonte, Phil wrote: > I can send an email to the RT system and it creates a ticket and sends > an Autoreply. > > Then when I email back a comment and I include the ticket ID as > indicated in the Autoreply email message I can an email back and the > only message I get back is "permission denied" From andrew at staff.esc.net.au Wed Jun 22 00:11:59 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 22 Jun 2005 13:41:59 +0930 Subject: [rt-users] Comments being rejected by email? In-Reply-To: Message-ID: <20050622041202.C678761D43B@sr-gw.esc.net.au> I think I had this same problem. I gave ReplyToTicket access to everyone, and it worked fine Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jon Daley > Sent: Wednesday, 22 June 2005 1:15 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Comments being rejected by email? > > It sounds like the user was already created in RT, and doesn't > have his "let this user access RT" box checked. Does this > happen with new > users, or just one particular "old" user? > > On Tue, 21 Jun 2005, Labonte, Phil wrote: > > I can send an email to the RT system and it creates a > ticket and sends > > an Autoreply. > > > > Then when I email back a comment and I include the ticket ID as > > indicated in the Autoreply email message I can an email back and the > > only message I get back is "permission denied" > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From fatearthling at gmail.com Wed Jun 22 02:45:56 2005 From: fatearthling at gmail.com (Howard Kao) Date: Wed, 22 Jun 2005 14:45:56 +0800 Subject: [rt-users] main page formating out of order if displayed in Chinese Message-ID: Hi everyone, A colleague of mine found out that if the default browser language is set to Chinese, the main page of rt which shows the 10 newest unowned tickets and such will go horizontal and very hard to read. Would anyone please advice on how to solve this problem? We run rt-3.2.3 on FreeBSD 4.10-p4, Apache 2.0.52. Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ahalya_Nathan at mudnebr.com Wed Jun 22 09:04:29 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Wed, 22 Jun 2005 08:04:29 -0500 Subject: [rt-users] Cannot Load Ticket Error In-Reply-To: <20050614101242.B8260@cgi.jachomes.com> Message-ID: Hi all, I get this error..can someone tell what is going on since i am new to RT and really seems strange as to what could be going wrong since i haven't changed anything. X RT Error Could not load ticket 1169 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 Joseph_Micciche at Progressive.com Wed Jun 22 09:08:33 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 22 Jun 2005 09:08:33 -0400 Subject: [rt-users] Re: Corrupted Attachments in 3.2.3 In-Reply-To: <20050621205542.316464D80FD@diesel.bestpractical.com> Message-ID: We are currently running RT-3.2.3 on RedHat Enterprise 3, with Apache 2.0.46/mod_perl 1, and mysql 4.0.20. Mail is being handled by postfix 2.0.11. **************** Which version of Perl? Joe Micciche From hilde.rafaelsen at cc.uit.no Wed Jun 22 09:26:48 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Wed, 22 Jun 2005 15:26:48 +0200 Subject: VS: [rt-users] Cannot Load Ticket Error Message-ID: _____ Fra: Hilde T Lauvset Rafaelsen Sendt: 22. juni 2005 15:26 Til: 'Ahalya_Nathan at mudnebr.com' Emne: SV: [rt-users] Cannot Load Ticket Error Hi, Maybe your database isn't running? Hilde _____ Fra: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] P? vegne av Ahalya_Nathan at mudnebr.com Sendt: 22. juni 2005 15:04 Til: rt-users at lists.bestpractical.com; rt-users-bounces at lists.bestpractical.com Emne: [rt-users] Cannot Load Ticket Error Hi all, I get this error..can someone tell what is going on since i am new to RT and really seems strange as to what could be going wrong since i haven't changed anything. X 1169#> RT Error Could not load ticket 1169 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 aturetta+rt at bestunion.it Wed Jun 22 09:44:13 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Wed, 22 Jun 2005 15:44:13 +0200 Subject: [rt-users] Cannot Load Ticket Error In-Reply-To: References: Message-ID: <42B96B2D.8050005@bestunion.it> Ahalya_Nathan at mudnebr.com wrote: > > Hi all, > I get this error..can someone tell what is going on since i am new to RT > and really seems strange as to what could be going wrong since i > haven't changed anything. > > *X* 1169#>* > **RT Error * * ** * > Could not load ticket 1169 I had this same problem with PostgreSql and Apache2/mod_perl2(2.0rc4) Be sure you have DBI-Pg >=1.41, then switch to mod_perl2 2.0 release or to FastCGI. Angelo Turetta From sturner at MIT.EDU Wed Jun 22 09:56:03 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 22 Jun 2005 09:56:03 -0400 Subject: [rt-users] Cannot Load Ticket Error In-Reply-To: References: <20050614101242.B8260@cgi.jachomes.com> Message-ID: <5.2.1.1.2.20050622095349.02325e78@po14.mit.edu> At Wednesday 6/22/2005 09:04 AM, Ahalya_Nathan at mudnebr.com wrote: >Hi all, >I get this error..can someone tell what is going on since i am new to RT >and really seems strange as to what could be going wrong since i haven't >changed anything. > >1169#>X RT Error >Could not load ticket 1169 Ahalya, Ther error message just means there's no ticket with the specified ID. The HTML in your email makes it hard to tell what's going on - it looks like you specified ticket id as "1169" - could you post the exact URL you requested to get this error? Steve From jphayes at gmail.com Wed Jun 22 10:55:59 2005 From: jphayes at gmail.com (Jay) Date: Wed, 22 Jun 2005 15:55:59 +0100 Subject: [rt-users] Web form type problem Message-ID: <8d4ad9b9050622075528dc51f4@mail.gmail.com> Hello All, I have searched the list archives and cannot find anyting solid on this requirement, so here goes: I have a very specific web form which is used to send different types of emails out to clients. The catch is that now any out going must be injected into RT and then sent out to the client. So when the client replies to this email it goes straight into the relevant queue in RT. As far as I can see, the cgi script behind the form must have some way of obtaining the ticket number before the mail is actually sent out to the client therefore enabling the reply to go to RT Can this be done? Any pointer on this would be greatly appreciated! Kind regards, John From dhartford at ghsinc.com Wed Jun 22 11:01:48 2005 From: dhartford at ghsinc.com (Darren Hartford) Date: Wed, 22 Jun 2005 11:01:48 -0400 Subject: [rt-users] RE: REST or SOAP for java application integration? Message-ID: <3ADC9031BA80EB49812A36BBC564D5A2374833@GHSEXCH.ghsinc.com> updated research for those interested. Basically, 'aint ready'. http://www.bestpractical.com/rt/ http://wiki.bestpractical.com http://wiki.bestpractical.com/index.cgi?ObjectModel http://wiki.bestpractical.com/index.cgi?ManualInstallation REST mailing list search: http://lists.bestpractical.com/pipermail/rt-devel/2003-July/004424.html http://lists.bestpractical.com/pipermail/rt-users/2005-June/032028.html http://lists.bestpractical.com/pipermail/rt-users/2004-July/024417.html http://lists.bestpractical.com/pipermail/rt-devel/2005-May/007155.html http://lists.bestpractical.com/pipermail/rt-users/2005-May/030936.html SOAP mailing list search: http://lists.bestpractical.com/pipermail/rt-devel/2003-June/004351.html http://lists.bestpractical.com/pipermail/rt-devel/2003-June/004356.html http://lists.bestpractical.com/pipermail/rt-devel/2001-November/001780.html http://lists.bestpractical.com/pipermail/rt-devel/2001-March/000944.html http://lists.bestpractical.com/pipermail/rt-devel/2003-July/thread.html#4417 http://lists.bestpractical.com/pipermail/rt-users/2003-October/017747.html http://lists.bestpractical.com/pipermail/rt-users/2003-October/017771.html http://lists.bestpractical.com/pipermail/rt-users/2004-March/021630.html location of first SOAP RT server beta release in 2003(no further updates) http://lists.bestpractical.com/pipermail/rt-devel/2003-June/004139.html **December 2004 analysis by same person who wrote SOAP RT server** http://lists.bestpractical.com/pipermail/rt-devel/2004-December/006613.html more: http://lists.bestpractical.com/pipermail/rt-devel/2005-April/007125.html http://lists.bestpractical.com/pipermail/rt-devel/2005-May/007188.html someone else looking for same stuff: http://lists.bestpractical.com/pipermail/rt-users/2005-June/031702.html http://lists.bestpractical.com/pipermail/rt-users/2005-June/031703.html ________________________________ From: Darren Hartford Sent: Tue 6/21/2005 11:44 AM To: 'rt-users at lists.bestpractical.com' Subject: REST or SOAP for java application integration? Hey all, New to RT, and I'm trying to integrate it's well-respected ticketing system with an internal Java Application (just some change-management stuff) for ticket creation, maybe some other smaller things. As I understand, there are some discussions around either a REST or a SOAP interface -- but I can not seem to find any solid information. I've glossed over the 'online documentation'/wiki, as well as the following e-mail threads: http://gossamer-threads.com/lists/rt/users/34655?search_string=rest;#34655 http://gossamer-threads.com/lists/rt/users/43852?search_string=rest;#43852 http://gossamer-threads.com/lists/rt/users/27317?search_string=soap;#27317 http://gossamer-threads.com/lists/rt/users/23404?search_string=soap;#23404 Does anyone have a solid pointer to REST or SOAP documentation, preferably something that is 'formal' for version 3.x that is not likely to change for several versions? Thanks, -D From sturner at MIT.EDU Wed Jun 22 11:18:12 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 22 Jun 2005 11:18:12 -0400 Subject: [rt-users] Web form type problem In-Reply-To: <8d4ad9b9050622075528dc51f4@mail.gmail.com> Message-ID: <5.2.1.1.2.20050622110049.023df8f8@po14.mit.edu> At Wednesday 6/22/2005 10:55 AM, Jay wrote: >Hello All, > >I have searched the list archives and cannot find anyting solid on >this requirement, so here goes: >I have a very specific web form which is used to send different types >of emails out to clients. The catch is that now any out going must be >injected into RT and then sent out to the client. So when the client >replies to this email it goes straight into the relevant queue in RT. > >As far as I can see, the cgi script behind the form must have some way >of obtaining the ticket number before the mail is actually sent out to >the client therefore enabling the reply to go to RT > >Can this be done? >Any pointer on this would be greatly appreciated! > >Kind regards, >John John, Sounds like your cgi script should send mail not to the client, but just to RT with the From header set to the client's email address. Configure the RT queue to send mail to the requestor. Then the client will get a copy of the mail including the ticket number. Steve From phil.labonte at transcore.com Wed Jun 22 11:27:27 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 22 Jun 2005 11:27:27 -0400 Subject: [rt-users] Comments being rejected by email? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761B8E@torex1.tcore.com> That worked. Thanks! I guess this is one of the differences from the previous versions of RT? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: Wednesday, June 22, 2005 12:12 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Comments being rejected by email? I think I had this same problem. I gave ReplyToTicket access to everyone, and it worked fine Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Jon Daley > Sent: Wednesday, 22 June 2005 1:15 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Comments being rejected by email? > > It sounds like the user was already created in RT, and doesn't > have his "let this user access RT" box checked. Does this > happen with new > users, or just one particular "old" user? > > On Tue, 21 Jun 2005, Labonte, Phil wrote: > > I can send an email to the RT system and it creates a > ticket and sends > > an Autoreply. > > > > Then when I email back a comment and I include the ticket ID as > > indicated in the Autoreply email message I can an email back and the > > only message I get back is "permission denied" > _______________________________________________ > 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 jphayes at gmail.com Wed Jun 22 12:18:44 2005 From: jphayes at gmail.com (Jay) Date: Wed, 22 Jun 2005 17:18:44 +0100 Subject: [rt-users] Web form type problem In-Reply-To: <5.2.1.1.2.20050622110049.023df8f8@po14.mit.edu> References: <8d4ad9b9050622075528dc51f4@mail.gmail.com> <5.2.1.1.2.20050622110049.023df8f8@po14.mit.edu> Message-ID: <8d4ad9b9050622091850a8449d@mail.gmail.com> Thanks for that, Do I need to create a new scrip that will send this mail out to the client? On 6/22/05, Stephen Turner wrote: > At Wednesday 6/22/2005 10:55 AM, Jay wrote: > >Hello All, > > > >I have searched the list archives and cannot find anyting solid on > >this requirement, so here goes: > >I have a very specific web form which is used to send different types > >of emails out to clients. The catch is that now any out going must be > >injected into RT and then sent out to the client. So when the client > >replies to this email it goes straight into the relevant queue in RT. > > > >As far as I can see, the cgi script behind the form must have some way > >of obtaining the ticket number before the mail is actually sent out to > >the client therefore enabling the reply to go to RT > > > >Can this be done? > >Any pointer on this would be greatly appreciated! > > > >Kind regards, > >John > > John, > > Sounds like your cgi script should send mail not to the client, but just to > RT with the From header set to the client's email address. Configure the RT > queue to send mail to the requestor. Then the client will get a copy of the > mail including the ticket number. > > Steve > > > From Ahalya_Nathan at mudnebr.com Wed Jun 22 13:29:19 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Wed, 22 Jun 2005 12:29:19 -0500 Subject: [rt-users] Problem while creating a ticket In-Reply-To: <8d4ad9b9050622091850a8449d@mail.gmail.com> Message-ID: Hi all, I am was able to create a ticket a few days back but right now i get this error: [Wed Jun 22 17:11:08 2005] [warning]: RT::Handle=HASH(0xac8fc50) couldn't execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, id, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494, line 139. (/usr/local/rt/lib/RT.pm:277) [Wed Jun 22 17:11:08 2005] [crit]: Couldn't create a ticket: Object could not be created (/usr/local/rt/lib/RT/Ticket_Overlay.pm:590) [Wed Jun 22 17:11:08 2005] [error]: WebRT: Ticket could not be created due to an internal error () (/usr/local/rt/share/html/Elements/Error:76) Is there something wrong out here, i am not sure since i am a new to RT??Any suggestions 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 sturner at MIT.EDU Wed Jun 22 14:19:16 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 22 Jun 2005 14:19:16 -0400 Subject: [rt-users] Web form type problem In-Reply-To: <8d4ad9b9050622091850a8449d@mail.gmail.com> References: <5.2.1.1.2.20050622110049.023df8f8@po14.mit.edu> <8d4ad9b9050622075528dc51f4@mail.gmail.com> <5.2.1.1.2.20050622110049.023df8f8@po14.mit.edu> Message-ID: <5.2.1.1.2.20050622141638.02431e00@po14.mit.edu> At Wednesday 6/22/2005 12:18 PM, Jay wrote: >Thanks for that, >Do I need to create a new scrip that will send this mail out to the client? I think RT out of the box has a global scrip that autoreplies to the client when a new ticket is created- you might want to tweak the template to format the email to suit your needs. Steve From Iris.Brookes at tdsecurities.com Wed Jun 22 14:21:14 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Wed, 22 Jun 2005 14:21:14 -0400 Subject: [rt-users] New ticket created as resolved Message-ID: Hello All: I would like a specific email notification sent when a new ticket has been created as resolved so I've implemented the code found at: http://wiki.bestpractical.com/index.cgi?OnCreateResolved http://marc.theaimsgroup.com/?l=rt-users &m=111587711914525&w=2 as a global scrip with a specific template =====>>> it does not work. I've followed the directions exactly as stated. The only email that get sent is to the requestor regarding the creation of the ticket. I have also tried mapping the scrip to the queues instead of being global. I tried replacing the template with all of the other global templates .... still without any luck. Does anyone have any idea what I may have missed? Iris -------------- next part -------------- An HTML attachment was scrubbed... URL: From rblanco at ats-connection.com.br Wed Jun 22 15:17:19 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Wed, 22 Jun 2005 16:17:19 -0300 Subject: [rt-users] (no subject) Message-ID: SUBSCRIBE -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickr at rice.edu Wed Jun 22 15:36:37 2005 From: rickr at rice.edu (Rick Russell) Date: Wed, 22 Jun 2005 14:36:37 -0500 Subject: [rt-users] New ticket created as resolved In-Reply-To: References: Message-ID: <42B9BDC5.9030506@rice.edu> > I would like a specific email notification sent when a new ticket has > been created as resolved so I've implemented the code found at: I had an easier time using a custom template rather than a scrip. The template is activated on ticket create. If the status is new, open or stalled it inserts some text. If the status is resolved, it inserts different text. I've appended the template below; have a look. There may be some odd EOL characters when my mailreader wraps the text. Obligatory disclaimer: I grew up programming BASIC and Pascal. It shows. Rick R. Template Autoreply (Conditional): Subject: {$Ticket->Subject} { if ( ($Ticket->Status eq 'new') || ($Ticket->Status eq 'open') || ($Ticket->Status eq 'stalled') ) { $OUT .= "Thank you for submitting a request regarding: ".$Ticket->Subject()." Your request has been assigned ticket number [".$rtname." #".$Ticket->id()."]. Please include [".$rtname." #".$Ticket->id()."] in the Subject line of all correspondence about this request for help. A copy of your request is included below for your reference. "; } elsif ($Ticket->Status eq 'resolved') { $OUT .= "Thank you for contacting the Information Technology Help Desk. For record-keeping purposes, we have assigned a ticket number to your request: [".$rtname." #".$Ticket->id()."] Since we resolved your problem during our conversation, you will not receive further e-mails about this issue. If you have any questions or comments, please contact us at xHELP (x4357, 713-348-4357) or helpdesk\@rice\.edu and we will be happy to assist you. A copy of your request is included below for your reference. "; } } You may review this request at {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Thank you, Rice University, Information Technology {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} (end template) -- For computer help, call xHELP (x4357 or 713-348-4357) On the web: http://helpdesk.rice.edu/ -- Rick Russell Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -- OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 From jphayes at gmail.com Wed Jun 22 17:37:07 2005 From: jphayes at gmail.com (Jay) Date: Wed, 22 Jun 2005 22:37:07 +0100 Subject: [rt-users] Web form type problem In-Reply-To: <5.2.1.1.2.20050622141638.02431e00@po14.mit.edu> References: <8d4ad9b9050622075528dc51f4@mail.gmail.com> <5.2.1.1.2.20050622110049.023df8f8@po14.mit.edu> <8d4ad9b9050622091850a8449d@mail.gmail.com> <5.2.1.1.2.20050622141638.02431e00@po14.mit.edu> Message-ID: <8d4ad9b9050622143755163ad9@mail.gmail.com> Again Stephen, thank you. I have modified the scrip to reply with Content(). Job done. :) On 6/22/05, Stephen Turner wrote: > At Wednesday 6/22/2005 12:18 PM, Jay wrote: > >Thanks for that, > >Do I need to create a new scrip that will send this mail out to the client? > > I think RT out of the box has a global scrip that autoreplies to the client > when a new ticket is created- you might want to tweak the template to > format the email to suit your needs. > > Steve > > From joe_macdonald25 at yahoo.com Wed Jun 22 18:44:20 2005 From: joe_macdonald25 at yahoo.com (joe macdonald) Date: Wed, 22 Jun 2005 15:44:20 -0700 (PDT) Subject: [rt-users] create default root user - oracle backend Message-ID: <20050622224420.55608.qmail@web32601.mail.mud.yahoo.com> I've installed RT 3.4.2, ran make initialize-database but it doesn't seem to be creating the 'root' user. It does create the tables though. My backend db is Oracle. I tried inserting a user into the USERS table via sqlplus but still no luck. I used the drop.Oracle script to remove the Oracle db but there were some errors, then I tried make initialize-database again and it creates the tables again, but I also see this: CREATE SEQUENCE OBJECTCUSTOMFIELDS_seq ORA-00955: name is already used by an existing object (DBD ERROR: error possibly near <*> indicator at char 18 in ' Thoughts? How can I manually create a user (if necessary)? thanks, joe __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From rogelio at redes.unam.mx Wed Jun 22 21:24:37 2005 From: rogelio at redes.unam.mx (rogelio at redes.unam.mx) Date: Wed, 22 Jun 2005 20:24:37 -0500 (CDT) Subject: [rt-users] problems backup rt and restore Message-ID: <1089.132.248.120.211.1119489877.squirrel@necti.redes.unam.mx> hi i'm trying to backup my rt database by mysqldump and i restored that rt db in another machine but when i did mysqldump rt3 Hi all, I have a question regarding the rt-mailgate tool. Does anyone know if rt-mailgate can take a queue name with spaces, such as "RT initial test"(with whatever quotes/delimiters)? It seems now that it won't work for such queue names, only names as a single word. If it's possible at all, how would one make this work? If not then I just would like some definite words on this. Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim at archer.net Thu Jun 23 02:22:45 2005 From: jim at archer.net (Jim Archer) Date: Thu, 23 Jun 2005 02:22:45 -0400 Subject: [rt-users] Autoreply to CCs ?? Message-ID: <1A9D0DE50E77803834098AD2@[192.168.1.101]> Hi All... I noticed that my RT 3.4 installation does not autoreply to the CCs on the email, just to the email address listed in the To: field of the email that created the ticket. It seems that it would be desirable to auto reply to the CCs upon ticket creation, so that if any of them have something to contribute they can and have it captured in the ticket. Does this make sense, or is there a problem I am missing? I looked at the scripts and saw that the auto reply script seems to be a special case. Is there a way to configure the autoreply script to reply to CCs in addition to the email listed in the TO: header? Thanks... From andrew at staff.esc.net.au Thu Jun 23 02:23:20 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Thu, 23 Jun 2005 15:53:20 +0930 Subject: [rt-users] A question regarding rt-mailgate In-Reply-To: Message-ID: <20050623062323.DD44461D4F9@sr-gw.esc.net.au> maybe try "RT\ initial\ test" Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Howard Kao Sent: Thursday, 23 June 2005 3:51 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] A question regarding rt-mailgate Hi all, I have a question regarding the rt-mailgate tool. Does anyone know if rt-mailgate can take a queue name with spaces, such as "RT initial test"(with whatever quotes/delimiters)? It seems now that it won't work for such queue names, only names as a single word. If it's possible at all, how would one make this work? If not then I just would like some definite words on this. Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfenal at gmail.com Thu Jun 23 03:16:11 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Thu, 23 Jun 2005 09:16:11 +0200 Subject: [rt-users] A question regarding rt-mailgate In-Reply-To: References: Message-ID: <40a14bc10506230016415bb8c0@mail.gmail.com> 2005/6/23, Howard Kao : > Hi all, > > I have a question regarding the rt-mailgate tool. Does anyone know if > rt-mailgate can take a queue name with spaces, such as "RT initial > test"(with whatever quotes/delimiters)? It seems now that it won't work for > such queue names, only names as a single word. If it's possible at all, how > would one make this work? If not then I just would like some definite words > on this. we have queue names with spaces, and it was working with RT2. It still works with RT3. Espace spaces or just enclose them in quotes or double quotes : my-queue: "|/opt/rt3/bin/rt-mailgate --queue 'My Queue' --action correspond --url http://localhost/rt/" It works here because the whole command is enclosed in double quotes, and queue name in single quotes. Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From klimkin at falkag.com Thu Jun 23 04:38:13 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Thu, 23 Jun 2005 12:38:13 +0400 Subject: [rt-users] Custom field value foo could not be found for custom field bar Message-ID: <42BA74F5.8@falkag.com> Greetings! During some custom fields tests I found out strange behavior. To be sure I got a fresh install of RT 3.4.2 and fresh new DB. Next steps: 1. Creating queue 2. Creating custom field "bar" (type: select one, 2 possible values, "aaa" and "bbb") 3. Assigned custom field "bar" to queue 4. Created a ticket in queue with no value in CF. 5. Ticket->basics page 6. Assigned value "aaa" to CF. * bar aaa added 7. Assigned value "bbb" to CF. * bar aaa changed to bbb * Custom field value aaa could not be found for custom field bar *So, here the problem is.* If I assign any value to custom field it always says it can't find old value in DB. I've looked at DB - values are there, but are disabled (1 in "disabled" column). I checked execution via $RT::Logger->debug and found out that args to CustomField::DeleteValueForObject are correct, but LoadByObjectContentAndCustomField fails. Didn't investigate further. Using InnoDB for all RT-related tables. Searched wiki and google. Have I missed something? SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia From barnesaw at ucrwcu.rwc.uc.edu Thu Jun 23 08:40:20 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 23 Jun 2005 08:40:20 -0400 Subject: [rt-users] problems backup rt and restore In-Reply-To: <1089.132.248.120.211.1119489877.squirrel@necti.redes.unam.mx> References: <1089.132.248.120.211.1119489877.squirrel@necti.redes.unam.mx> Message-ID: <42BAADB4.2030701@ucrwcu.rwc.uc.edu> The DB schema is wrong because of changes between versions. See the README in 3.4.2 tarball. rogelio at redes.unam.mx wrote: >hi i'm trying to backup >my rt database by mysqldump and i restored that rt db in another machine > but when i did mysqldump rt3and when i tried to updated a ticket i wasn't able to update it. >my old rt version is 3.0.7_01 >my new rt version is 3.4.2 >my old mysql version is 3.0.17 >my new mysql version is 3.0.21 > > thanks in advance > > >rogelio > >_______________________________________________ >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 mikef at pocketlint.com Thu Jun 23 10:53:19 2005 From: mikef at pocketlint.com (Mike Forrester) Date: Thu, 23 Jun 2005 08:53:19 -0600 Subject: [rt-users] Owner Changed from xxxx to Nobody Message-ID: <42BACCDF.4080109@pocketlint.com> Whenever I change any of the fields except 'Owner', the owner of the ticket is changed to 'Nobody'. The user that I am using has SuperUser rights. I'm probably missing something obvious, but I haven't used RT since 2002 so I'm a bit rusty. Any ideas? I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE installed via the FreeBSD ports tree. I also had the problem on FreeBSD 5.3-RELEASE. Here is a brief list of packages and versions installed: apache+mod_ssl-1.3.33+2.8.22 The Apache 1.3 webserver with SSL/TLS functionality mod_perl-1.29_1 Embeds a Perl interpreter in the Apache server mysql-client-4.1.12 Multithreaded SQL database (client) mysql-server-4.1.12 Multithreaded SQL database (server) pcre-5.0 Perl Compatible Regular Expressions library perl-5.8.6_2 Practical Extraction and Report Language rt-3.4.2 RT is an industrial-grade ticketing system written in Perl From mikef at pocketlint.com Thu Jun 23 10:57:51 2005 From: mikef at pocketlint.com (Mike Forrester) Date: Thu, 23 Jun 2005 08:57:51 -0600 Subject: [rt-users] Owner Changed from xxxx to Nobody In-Reply-To: <42BACCDF.4080109@pocketlint.com> References: <42BACCDF.4080109@pocketlint.com> Message-ID: <42BACDEF.4050003@pocketlint.com> I forgot to mention that this is when changing any of the 'People' from 'Modify People' page or via the 'Jumbo' view. Mike Forrester wrote: > Whenever I change any of the fields except 'Owner', the owner of the > ticket is changed to 'Nobody'. The user that I am using has SuperUser > rights. I'm probably missing something obvious, but I haven't used RT > since 2002 so I'm a bit rusty. Any ideas? > > I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE installed via the FreeBSD > ports tree. I also had the problem on FreeBSD 5.3-RELEASE. > > Here is a brief list of packages and versions installed: > > apache+mod_ssl-1.3.33+2.8.22 The Apache 1.3 webserver with SSL/TLS > functionality > mod_perl-1.29_1 Embeds a Perl interpreter in the Apache server > mysql-client-4.1.12 Multithreaded SQL database (client) > mysql-server-4.1.12 Multithreaded SQL database (server) > pcre-5.0 Perl Compatible Regular Expressions library > perl-5.8.6_2 Practical Extraction and Report Language > rt-3.4.2 RT is an industrial-grade ticketing system written > in Perl > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Thu Jun 23 10:57:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Jun 2005 10:57:25 -0400 Subject: [rt-users] Owner Changed from xxxx to Nobody In-Reply-To: <42BACDEF.4050003@pocketlint.com> References: <42BACCDF.4080109@pocketlint.com> <42BACDEF.4050003@pocketlint.com> Message-ID: <20050623145725.GJ17855@bestpractical.com> > Mike Forrester wrote: > >Whenever I change any of the fields except 'Owner', the owner of the > >ticket is changed to 'Nobody'. The user that I am using has SuperUser > >rights. I'm probably missing something obvious, but I haven't used RT > >since 2002 so I'm a bit rusty. Any ideas? > > > >I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE installed via the FreeBSD > >ports tree. I also had the problem on FreeBSD 5.3-RELEASE. > > I forgot to mention that this is when changing any of the 'People' from > 'Modify People' page or via the 'Jumbo' view. What browser are you using? From dhfs-techs at austin.utexas.edu Thu Jun 23 10:59:45 2005 From: dhfs-techs at austin.utexas.edu (Dhfs AdminTechs) Date: Thu, 23 Jun 2005 09:59:45 -0500 Subject: [rt-users] Apache Config Message-ID: <413F39BA0A24D542878D962ED47A4DD5247E88@MAIL01.austin.utexas.edu> Hello, We have just installed RT using RPM installs and it actually went reasonably smoothly after a month of trial and error. I am curious to know if anyone else has had a problem with the virtualhost in Apache. I added the necessary section, but I get a warning message that it is conflicting with another vitualhost. If I remove the virtualhost section that I added, when I try to hit the server from another I get the error message 403 access forbidden. Any thoughts would be greatly appreciated, and would earn you 5000 karma points toward the next life. Thanks, Rocket -------------- next part -------------- An HTML attachment was scrubbed... URL: From rickr at rice.edu Thu Jun 23 11:02:05 2005 From: rickr at rice.edu (Rick Russell) Date: Thu, 23 Jun 2005 10:02:05 -0500 Subject: [rt-users] Autoreply to CCs ?? In-Reply-To: <1A9D0DE50E77803834098AD2@[192.168.1.101]> References: <1A9D0DE50E77803834098AD2@[192.168.1.101]> Message-ID: <42BACEED.1020803@rice.edu> Jim Archer wrote: > It seems that it would be desirable to auto reply to the CCs Yep, we do that. We use a template with slightly different wording, like so: username at rice.edu contacted the Rice IT Help Desk with a request for help. They asked us to notify you. etc. > Is there a way to configure the autoreply script to reply > to CCs in addition to the email listed in the TO: header? I just used Notify, not Autoreply. On Create Notify Ccs with template Autoreply CC Only I suppose that if a nonprivileged user made a ticket listing someone else as the requestor and themselves as the CC, then they wouldn't get the reply (per the NotifyActor setting). Not a big deal, really, since they can't view/modify the ticket in the self service web interface anyway. 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 dhartford at ghsinc.com Thu Jun 23 11:02:23 2005 From: dhartford at ghsinc.com (Darren Hartford) Date: Thu, 23 Jun 2005 11:02:23 -0400 Subject: [rt-users] REST vs RT::Atom - roadmap for RT? Message-ID: <3ADC9031BA80EB49812A36BBC564D5A27B986E@GHSEXCH.ghsinc.com> Hey all, I've started looking at the REST/1.0 that comes with the default install of RT for integration, but also found the RT::Atom package with similar functionality. Is there a Roadmap for RT as to which direction will be supported in the future for integration (HTTP/non-language-specific) purposes? Thanks, -D From dkettmann at netlogic.net Thu Jun 23 11:01:36 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Thu, 23 Jun 2005 10:01:36 -0500 Subject: [rt-users] Adding a 'Closed' Title Box Message-ID: I guess no one knows how to do this? Or is it so easy that I'm just missing something? Dave Kettmann NetLogic 314-266-4000 > -----Original Message----- > From: Dave Kettmann > Sent: Tuesday, June 21, 2005 6:10 PM > To: Rt-Users (E-mail) > Subject: [rt-users] Adding a 'Closed' Title Box > > > Hi List, > > I am interested in adding an element to a page in a titlebox. > This is easy and I have worked with this for a bit. The thing > I want to know is, can you have a title box start out as > 'closed' (Similar to clicking the 'X' in the upper left > corner). If this is possible this would help me out a whole > lot. I tried looking thru the code for TitleBoxStart and > TitleBoxEnd, but I didnt see anything that was obvious. > > Thanks in advance, > > Dave Kettmann > NetLogic > 314-266-4000 > _______________________________________________ > 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 daley.snurgle.org Thu Jun 23 11:06:30 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 23 Jun 2005 11:06:30 -0400 (EDT) Subject: [rt-users] Apache Config In-Reply-To: <413F39BA0A24D542878D962ED47A4DD5247E88@MAIL01.austin.utexas.edu> References: <413F39BA0A24D542878D962ED47A4DD5247E88@MAIL01.austin.utexas.edu> Message-ID: What are your virtual host settings? Does the error message tell which other virtual host it is conflicting with? Can you send that configuration too? On Thu, 23 Jun 2005, Dhfs AdminTechs wrote: > We have just installed RT using RPM installs and it actually > went reasonably smoothly after a month of trial and error. I am curious > to know if anyone else has had a problem with the virtualhost in Apache. > I added the necessary section, but I get a warning message that it is > conflicting with another vitualhost. If I remove the virtualhost > section that I added, when I try to hit the server from another I get > the error message 403 access forbidden. > > Any thoughts would be greatly appreciated, and would earn > you 5000 karma points toward the next life. > > > > Thanks, Rocket > > > > From mikef at pocketlint.com Thu Jun 23 11:08:05 2005 From: mikef at pocketlint.com (Mike Forrester) Date: Thu, 23 Jun 2005 09:08:05 -0600 Subject: [rt-users] Owner Changed from xxxx to Nobody In-Reply-To: <20050623145725.GJ17855@bestpractical.com> References: <42BACCDF.4080109@pocketlint.com> <42BACDEF.4050003@pocketlint.com> <20050623145725.GJ17855@bestpractical.com> Message-ID: <42BAD055.9060704@pocketlint.com> Firefox 1.0.4 on Fedora Core 3 or Internet Explorer 6.0 (all patches) on WinXP Pro (all patches) (with the site added to Trusted Sites) Jesse Vincent wrote: > > >>Mike Forrester wrote: >> >>>Whenever I change any of the fields except 'Owner', the owner of the >>>ticket is changed to 'Nobody'. The user that I am using has SuperUser >>>rights. I'm probably missing something obvious, but I haven't used RT >>>since 2002 so I'm a bit rusty. Any ideas? >>> >>>I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE installed via the FreeBSD >>>ports tree. I also had the problem on FreeBSD 5.3-RELEASE. >> >>I forgot to mention that this is when changing any of the 'People' from >>'Modify People' page or via the 'Jumbo' view. > > > What browser are you using? From dhfs-techs at austin.utexas.edu Thu Jun 23 11:25:41 2005 From: dhfs-techs at austin.utexas.edu (Dhfs AdminTechs) Date: Thu, 23 Jun 2005 10:25:41 -0500 Subject: [rt-users] Help Please Message-ID: <413F39BA0A24D542878D962ED47A4DD5247E89@MAIL01.austin.utexas.edu> Hello, We have just installed RT using RPM installs and it actually went reasonably smoothly after a month of trial and error. I am curious to know if anyone else has had a problem with the virtualhost in Apache. I added the necessary section, but I get a warning message that it is conflicting with another vitualhost. If I remove the virtualhost section that I added, when I try to hit the server from another I get the error message 403 access forbidden. Any thoughts would be greatly appreciated, and would earn you 5000 karma points toward the next life. 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 Ahalya_Nathan at mudnebr.com Thu Jun 23 11:39:35 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Thu, 23 Jun 2005 10:39:35 -0500 Subject: [rt-users] deletion of tickets In-Reply-To: Message-ID: Hi all, I tired deleting a ticket and gave me the following error in the web page but it has gone ahead and deleted the ticket from the table. When i opened the ticket again it is not being being reflected in its or any other queue. Any ideas as to what may be going wrong? [Thu Jun 23 15:05:51 2005] [error]: Scrip IsApplicable 41 died. - Can't call method "new" without a package or object reference at /usr/local/rt/local/lib/RT/Transaction_Overlay.pm line 910. Stack: [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:910] [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:881] [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:865] [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:841] [/usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm:424] [/usr/local/rt/lib/RT/Scrip_Overlay.pm:429] [/usr/local/rt/lib/RT/Scrips_Overlay.pm:228] [/usr/local/rt/local/lib/RT/Transaction_Overlay.pm:160] [/usr/local/rt/lib/RT/Record.pm:1373] [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3442] [/usr/local/rt/local/lib/RT/Ticket_Overlay.pm:3179] [/usr/local/rt/lib/RT/Record.pm:873] [/usr/local/rt/lib/RT/Interface/Web.pm:934] [/usr/local/rt/lib/RT/Interface/Web.pm:1048] [/usr/local/rt/share/html/Ticket/ModifyAll.html:178] [/usr/local/rt/share/html/autohandler:215] (/usr/local/rt/lib/RT/Scrip_Overlay.pm:446) 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 mikef at pocketlint.com Thu Jun 23 11:47:14 2005 From: mikef at pocketlint.com (Mike Forrester) Date: Thu, 23 Jun 2005 09:47:14 -0600 Subject: [rt-users] Owner Changed from xxxx to Nobody In-Reply-To: <42BAD055.9060704@pocketlint.com> References: <42BACCDF.4080109@pocketlint.com> <42BACDEF.4050003@pocketlint.com> <20050623145725.GJ17855@bestpractical.com> <42BAD055.9060704@pocketlint.com> Message-ID: <42BAD982.6090109@pocketlint.com> I did some more poking around and I noticed that none of my 'Owner' drop down lists every show anyone but 'Nobody'. I view and modify users via Configuration -> Users and Configuration -> Global -> User Rights. This behavior exists for even the 'root' user. Mike Forrester wrote: >>> >>>> Whenever I change any of the fields except 'Owner', the owner of the >>>> ticket is changed to 'Nobody'. The user that I am using has >>>> SuperUser rights. I'm probably missing something obvious, but I >>>> haven't used RT since 2002 so I'm a bit rusty. Any ideas? >>>> >>>> I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE installed via the >>>> FreeBSD ports tree. I also had the problem on FreeBSD 5.3-RELEASE. >>> >>> >>> I forgot to mention that this is when changing any of the 'People' >>> from 'Modify People' page or via the 'Jumbo' view. From jesse at bestpractical.com Thu Jun 23 11:48:06 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 23 Jun 2005 11:48:06 -0400 Subject: [rt-users] Owner Changed from xxxx to Nobody In-Reply-To: <42BAD982.6090109@pocketlint.com> References: <42BACCDF.4080109@pocketlint.com> <42BACDEF.4050003@pocketlint.com> <20050623145725.GJ17855@bestpractical.com> <42BAD055.9060704@pocketlint.com> <42BAD982.6090109@pocketlint.com> Message-ID: <20050623154806.GL17855@bestpractical.com> On Thu, Jun 23, 2005 at 09:47:14AM -0600, Mike Forrester wrote: > I did some more poking around and I noticed that none of my 'Owner' drop > down lists every show anyone but 'Nobody'. I view and modify users via > Configuration -> Users and Configuration -> Global -> User Rights. This > behavior exists for even the 'root' user. Perhaps you should give your users the right to "OwnTickets" > Mike Forrester wrote: > >>> > >>>>Whenever I change any of the fields except 'Owner', the owner of the > >>>>ticket is changed to 'Nobody'. The user that I am using has > >>>>SuperUser rights. I'm probably missing something obvious, but I > >>>>haven't used RT since 2002 so I'm a bit rusty. Any ideas? > >>>> > >>>>I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE installed via the > >>>>FreeBSD ports tree. I also had the problem on FreeBSD 5.3-RELEASE. > >>> > >>> > >>>I forgot to mention that this is when changing any of the 'People' > >>>from 'Modify People' page or via the 'Jumbo' view. > _______________________________________________ > 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 Thu Jun 23 11:51:00 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Thu, 23 Jun 2005 10:51:00 -0500 Subject: [rt-users] Owner Changed from xxxx to Nobody In-Reply-To: <42BAD982.6090109@pocketlint.com> Message-ID: There should be User->Name being displayed for Owner, other than the default 'Nobody'. Regards, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax ahalya_nathan at mudnebr.com Mike Forrester Sent by: rt-users-bounces at lists.bestpractical.com 06/23/2005 10:47 AM To cc rt-users at lists.bestpractical.com Subject Re: [rt-users] Owner Changed from xxxx to Nobody I did some more poking around and I noticed that none of my 'Owner' drop down lists every show anyone but 'Nobody'. I view and modify users via Configuration -> Users and Configuration -> Global -> User Rights. This behavior exists for even the 'root' user. Mike Forrester wrote: >>> >>>> Whenever I change any of the fields except 'Owner', the owner of the >>>> ticket is changed to 'Nobody'. The user that I am using has >>>> SuperUser rights. I'm probably missing something obvious, but I >>>> haven't used RT since 2002 so I'm a bit rusty. Any ideas? >>>> >>>> I'm running RT 3.4.2 on FreeBSD 5.4-RELEASE installed via the >>>> FreeBSD ports tree. I also had the problem on FreeBSD 5.3-RELEASE. >>> >>> >>> I forgot to mention that this is when changing any of the 'People' >>> from 'Modify People' page or via the 'Jumbo' view. _______________________________________________ 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 mikef at pocketlint.com Thu Jun 23 12:04:00 2005 From: mikef at pocketlint.com (Mike Forrester) Date: Thu, 23 Jun 2005 10:04:00 -0600 Subject: [rt-users] Owner Changed from xxxx to Nobody In-Reply-To: <20050623154806.GL17855@bestpractical.com> References: <42BACCDF.4080109@pocketlint.com> <42BACDEF.4050003@pocketlint.com> <20050623145725.GJ17855@bestpractical.com> <42BAD055.9060704@pocketlint.com> <42BAD982.6090109@pocketlint.com> <20050623154806.GL17855@bestpractical.com> Message-ID: <42BADD70.9060508@pocketlint.com> This would be it. I assumed (I know) that SuperUser would give a user all of the rights. I figured it was something stupid on my part. Obviously I need to do a bit more reading. RTFM. My apologies for wasting everyone's time. Jesse Vincent wrote: > > Perhaps you should give your users the right to "OwnTickets" From APowers at PyramidBrew.com Thu Jun 23 11:47:14 2005 From: APowers at PyramidBrew.com (Atom Powers) Date: Thu, 23 Jun 2005 08:47:14 -0700 Subject: [rt-users] Help Please Message-ID: <1AE2004B175A3D4A8B6230A10D0B5BE3FDFDE5@mercury0.pyramidbrew.com> What virtualhost directives do you have? I assume you must have at least two if you are getting conflicts. Make sure they are not using the same ip/port combination and/or directory/alias/DocumentRoot directives. ---- 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 Dhfs AdminTechs Sent: Thursday, June 23, 2005 8:26 AM To: rt-users at fsck.com Subject: [rt-users] Help Please Hello, We have just installed RT using RPM installs and it actually went reasonably smoothly after a month of trial and error. I am curious to know if anyone else has had a problem with the virtualhost in Apache. I added the necessary section, but I get a warning message that it is conflicting with another vitualhost. If I remove the virtualhost section that I added, when I try to hit the server from another I get the error message 403 access forbidden. Any thoughts would be greatly appreciated, and would earn you 5000 karma points toward the next life. 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 rblanco at ats-connection.com.br Thu Jun 23 12:20:33 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Thu, 23 Jun 2005 13:20:33 -0300 Subject: [rt-users] teste Message-ID: -------------- next part -------------- An HTML attachment was scrubbed... URL: From vicki at progeny.com Thu Jun 23 12:22:20 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Thu, 23 Jun 2005 11:22:20 -0500 Subject: [rt-users] problems backup rt and restore In-Reply-To: <1089.132.248.120.211.1119489877.squirrel@necti.redes.unam.mx> References: <1089.132.248.120.211.1119489877.squirrel@necti.redes.unam.mx> Message-ID: <42BAE1BC.5050004@progeny.com> rogelio at redes.unam.mx wrote: >hi i'm trying to backup >my rt database by mysqldump and i restored that rt db in another machine > but when i did mysqldump rt3and when i tried to updated a ticket i wasn't able to update it. >my old rt version is 3.0.7_01 >my new rt version is 3.4.2 >my old mysql version is 3.0.17 >my new mysql version is 3.0.21 > > thanks in advance > > >rogelio > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > You have to migrate the database using the instructions in the README. Vicki From rblanco at ats-connection.com.br Thu Jun 23 12:42:14 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Thu, 23 Jun 2005 13:42:14 -0300 Subject: [rt-users] Doubt RT Message-ID: Good afternoon, I am needing a help!. I am using RT two weeks, I am users beginner, I need to do some modifications in some fields that I created. For example: I created tree new fields: Open Ticket: 23/06/05 12:00 Resolved Ticket: 23/06/05 12:45 Time of solution: 45 minuts (here I need that shows me the difference of the first and second fields in "Minutes"). I would like to know somebody needed that. Excuse, my English is not very good! Thank you Rodrigo (Brazil) Rodrigo Blanco Engenheiro de Suporte -------------- next part -------------- An HTML attachment was scrubbed... URL: From darling at ccdc.cam.ac.uk Thu Jun 23 12:35:48 2005 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Thu, 23 Jun 2005 17:35:48 +0100 Subject: [rt-users] Revert status to open on comment Message-ID: <42BAE4E4.6010203@ccdc.cam.ac.uk> Hi Can someone point me to the correct way to have RT (3.4.1) change a ticket's status to 'open' when a comment is added via email? (as currently happens with new correspondence). Many thanks Toby From i.norton at lancaster.ac.uk Thu Jun 23 13:34:34 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Thu, 23 Jun 2005 18:34:34 +0100 Subject: [rt-users] Scrips and approvals. Message-ID: <7F332A8009EE5D4CB62C87717A3498A10E077FB4@exchange-be1.lancs.ac.uk> Hi All, I've spent some time trying to get my head around the way that approvals work, and I'm getting to be reasonably happy with it. I'm now struggling to achieve exactly what I'm trying to do with Custom Fields in order to generate approvals. I've got the scrip sorted so that it calls the template when the cf is set. I have a select multiple values ticket custom field called "Request approval". What I want to do is to create approvals to different queues for each of the cf values. The ManualApprovals seems to say that I can't spread code across ===Create-ticket boundaries. I could do it by testing for each approval destination each time an approval request is made, but that would be clunky and require putting the queue names into two different places rather than just having them as ticket cf values. So, my question is: Has anyone done this, and if so how? If it were possible to spread code across boundaries, I could see how to do this. But I guess there must be a reason why that's the case. I'm starting to loose hair now! We're using RT 3.4.1 with Postgres 7.4.8. Thanks for any help. Regards, Ian. -- Ian Norton Systems & Mail Support University of Lancaster From juan.mas at gmail.com Thu Jun 23 14:32:02 2005 From: juan.mas at gmail.com (Juan Mas) Date: Thu, 23 Jun 2005 14:32:02 -0400 Subject: [rt-users] Resolve with e-mail of initial Request Message-ID: <7d73da05062311327bf207fb@mail.gmail.com> Please forgive me if this is something obvious. I just started to look into this and figured I would check with you fine folk to find the answer. When a ticket is resolved, I would like to send the e-mail that the ticket is resolved to the requestor, including in the e-mail the initial request from the requestor. Is this possible? Im using 3.2.2 w/ MySQL. Thanks. -- -Juan From men.makaron at gmail.com Thu Jun 23 14:54:19 2005 From: men.makaron at gmail.com (Gerard Marcel) Date: Thu, 23 Jun 2005 14:54:19 -0400 Subject: [rt-users] RT setup with NFS Message-ID: I am trying to setup rt 3.4.1 on debian sarge interfacing with a redhad 7.2 mail server. Sendmail is running on mail server. I don't install anything extra on the mail server and I don't want to use fetchmail. Can i NFS between the two servers? I set it up that way, but it is not working because rt-mailgate expects the perl modules to be installed on the mail server. Has anyone setup rt this way? Any help is appreciated. TIA, GM From jfenal at gmail.com Thu Jun 23 15:44:43 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Thu, 23 Jun 2005 21:44:43 +0200 Subject: [rt-users] RT setup with NFS In-Reply-To: References: Message-ID: <40a14bc105062312443869042f@mail.gmail.com> 2005/6/23, Gerard Marcel : > I am trying to setup rt 3.4.1 on debian sarge interfacing with a > redhad 7.2 mail server. Sendmail is running on mail server. I don't > install anything extra on the mail server and I don't want to use > fetchmail. Can i NFS between the two servers? I set it up that way, > but it is not working because rt-mailgate expects the perl modules to > be installed on the mail server. Has anyone setup rt this way? Any > help is appreciated. You'd better install rt-mailgate on the mail server, doing http to the RT server, or use aliases on the mail server to redirect the mails to RT to another SMTP server on the RT server. Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From Mike.Dwyer at globalpay.com Thu Jun 23 16:39:59 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Thu, 23 Jun 2005 16:39:59 -0400 Subject: [rt-users] Elements Message-ID: <268A832CA8A26B498920E123E94F49740672BE0A@AT1EX-CL2.corp.globalpay.com> Can someone point me to documentation on adding or modifying Elements in RT. /mike From todd at chaka.net Thu Jun 23 16:28:04 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 23 Jun 2005 16:28:04 -0400 Subject: [rt-users] Elements In-Reply-To: <268A832CA8A26B498920E123E94F49740672BE0A@AT1EX-CL2.corp.globalpay.com> References: <268A832CA8A26B498920E123E94F49740672BE0A@AT1EX-CL2.corp.globalpay.com> Message-ID: <20050623202804.GP3051@chaka.net> On Thu, Jun 23, 2005 at 04:39:59PM -0400, Dwyer, Mike # ATLANTA wrote: > Can someone point me to documentation on adding or modifying Elements in > RT. > http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT From Dick_Howard at unc.edu Thu Jun 23 17:18:01 2005 From: Dick_Howard at unc.edu (Dick_Howard) Date: Thu, 23 Jun 2005 17:18:01 -0400 Subject: [rt-users] rt-3.0.10-3 rpm install question Message-ID: <0D1C0B16C952B34F89984AC7@UNC-C33603.sph.unc.edu> Hello, Our IT group would like to evaluate RT. We have a Red Hat Enterprise Linux version 3 server. The RPM version seems the quickest way to get it up. I have read the RPM Install page. Before updating the Red Hat rpms, I notice that some of the rt-3.0.10-3 rpm packages already exist on the system with different version numbers: RHEL3 rpm: perl-CGI-2.81.89.10 built 01 Feb 2005 perl-DBI-1.32-9 built 24 Jan 2005 perl-HTML-Parser-3.26.17 built 27 Jan 2003 rt-3.0.10-3 rpm: perl-CGI-3.05-2.i386.rpm perl-DBI-1.42-2.i386.rpm perl-HTML-Parser-3.36.3.i386.rpm You can see some of Red Hat packages have been recently back-ported and probably revised more recently than the higher numbered versions which come with the rt-3.0.10-3 system. Should I keep the Red Hat rpms? Should I replace the Red Hat rpms with the rt-3.0.10-3 rpms? -- If so, how will this affect the future Red Hat rpm updates? -- I would expect a problem next time I run # up2date --update -- since the version numbers would have changed for these packages. Thank you, Dick From Ahalya_Nathan at mudnebr.com Thu Jun 23 18:00:07 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Thu, 23 Jun 2005 17:00:07 -0500 Subject: [rt-users] Deletion of tickets In-Reply-To: Message-ID: hi all, Can anyone tell me as to when a ticket is deleted ,can it be reopened again? I tried changing the status of the deleted ticket to open but that didn't seem to work.Does any one have any suggestions? 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 davidy at funkypenguin.co.za Wed Jun 22 16:09:50 2005 From: davidy at funkypenguin.co.za (David Young) Date: Wed, 22 Jun 2005 22:09:50 +0200 Subject: [rt-users] Best way to sort per department? Message-ID: <1119470991.9144.8.camel@localhost.localdomain> Hi guys, We're trying to setup RT to track support requests within our company. We have about 50 staff, in 5 different departments. We want this to be as basic as possible, and only want to give the staff one email address to send requests to. We'd like to separate our RT requests by department. At the end of the week, management want a report on "IT support resources used", per department. The IT manager doesn't want IT staff to manually set each ticket's department, based on a custom field. He wants the department to be automatically set, depending on the user who requests the ticket. (He doesn't mind manually adding each user to a department / group, once) What would be the best way to accomplish this? Multiple queues is out, because of the one-support-address rule, above. I noticed that RT 3.4.x allows custom "user" fields. Would it be possible to bring a user-based custom field into a search? If that were the case, I could create a custom user field called "department", and have the IT manager manually group each user into departments. There when pulling up a search / report, I could just include that custom field? Any ideas would be appreciated :) - David -------------- next part -------------- An HTML attachment was scrubbed... URL: From bestpractical at daley.snurgle.org Thu Jun 23 20:05:49 2005 From: bestpractical at daley.snurgle.org (Jon Daley) Date: Thu, 23 Jun 2005 20:05:49 -0400 (EDT) Subject: [rt-users] Best way to sort per department? In-Reply-To: <1119470991.9144.8.camel@localhost.localdomain> References: <1119470991.9144.8.camel@localhost.localdomain> Message-ID: I would probably do it on the email side, ie. use procmail to forward the mail to different addresses based on sender, like: :0w * (^From: (one|another)@particular.user) | /usr/bin/rt-mailgate --queue one_queue --action correspond --url https://limedaley.com/rt/ } :0w * (^From: (one2|another2)@particular.user) | /usr/bin/rt-mailgate --queue two_queue --action correspond --url https://limedaley.com/rt/ } I took my procmail code (based on code previously on this list) and modified it a bit for your stuff, but I didn't test it at all. On Wed, 22 Jun 2005, David Young wrote: > We're trying to setup RT to track support requests within our company. > We have about 50 staff, in 5 different departments. We want this to be > as basic as possible, and only want to give the staff one email address > to send requests to. > > We'd like to separate our RT requests by department. At the end of the > week, management want a report on "IT support resources used", per > department. The IT manager doesn't want IT staff to manually set each > ticket's department, based on a custom field. He wants the department to > be automatically set, depending on the user who requests the ticket. (He > doesn't mind manually adding each user to a department / group, once) > > What would be the best way to accomplish this? > > Multiple queues is out, because of the one-support-address rule, above. From khudson at tsss.org Thu Jun 23 19:39:37 2005 From: khudson at tsss.org (kelsey hudson) Date: Thu, 23 Jun 2005 16:39:37 -0700 (PDT) Subject: [rt-users] issue with schema creation/rt 3.4.2/oracle 10g Message-ID: i followed the instructions in the INSTALL and INSTALL.Oracle files (or are they README*? i digress), and I receive this error upon attempting to create the schema necessary for use with oracle: Checking for existing system user...not found. This appears to be a new installation. Creating system user...[Thu Jun 23 23:29:31 2005] [crit]: Found a principal () that was neither a user nor a group (/opt/rt3/lib/RT/Principal_Overlay.pm:127) [Thu Jun 23 23:29:31 2005] [crit]: Can't call method "Id" on an undefined value at /opt/rt3/lib/RT/Group_Overlay.pm line 573. (/opt/rt3/lib/RT.pm:285) make: *** [initialize-database] Error 255 here's my (rather lengthy) config: i386 running Linux 2.4.27 operating system is debian sarge (just released a couple weeks ago) oracle 10g enterprise edition (10.1.0.3.0) perl 5.8.4 (multi-threaded) all recommended versions of perl modules and perl libs as per make fixdeps and of course, rt 3.4.2 (latest as of yesterday) my configure script ran with the following parameters: --with-db-type=Oracle --with-db-host=localhost --with-db-dba=rt --with-db-database=AISDB --with-db-rt-user=rt --with-db-rt-pass=rt --with-web-user=www-data --with-web-group=www-data all the values appear to be correct on my machine. the rt user was created with the following sql: create user rt identified by rt default tablespace CORPACDATA temporary tablespace TEMP quota unlimited on CORPACDATA; grant resource, connect, query rewrite to rt; everything looks sane on the database end. does anyone have any suggestions as to what may be wrong? i *really* don't want to be forced to install another rdbms on top of the one I already have. besides, i really dislike mysql. anyhow, any help would be appreciated. thanks in advance. -kelsey hudson From juan.mas at gmail.com Thu Jun 23 22:46:11 2005 From: juan.mas at gmail.com (Juan Mas) Date: Thu, 23 Jun 2005 22:46:11 -0400 Subject: [rt-users] Resolve with e-mail of initial Request In-Reply-To: References: Message-ID: <7d73da050623194625a6f38a@mail.gmail.com> Hi. This will change it for all queues, correct? Is there any way to do this for just 1 queue? On 6/23/05, Brookes, Iris wrote: > Modify your global template "Resolved" to include the following: > > (example) > Subject: Resolved: {$Ticket->Subject} > > According to our records, your request has been resolved. Your inital request was: > {$Ticket->Transactions->First->Content()}. > > If you have any further questions or concerns, please respond to this message. Here's the resolution: > > { > my $resolution_comment; > my $Transactions = $Ticket->Transactions; > > $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); > $Transactions->OrderByCols ( > { FIELD => 'Created', ORDER => 'DESC' }, > { FIELD => 'id', ORDER => 'DESC' }, > ); > > my $CommentObj = $Transactions->First; > if( $CommentObj && $CommentObj->id ) { > $resolution_comment = $CommentObj->Content; > } > > $resolution_comment; > } > > Regards, > > 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: Thursday, June 23, 2005 2:32 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Resolve with e-mail of initial Request > > > Please forgive me if this is something obvious. I just started to > look into this and figured I would check with you fine folk to find > the answer. > > When a ticket is resolved, I would like to send the e-mail that the > ticket is resolved to the requestor, including in the e-mail the > initial request from the requestor. Is this possible? Im using 3.2.2 > w/ MySQL. > > Thanks. > -- > -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 From darling at ccdc.cam.ac.uk Fri Jun 24 06:29:36 2005 From: darling at ccdc.cam.ac.uk (Toby Darling) Date: Fri, 24 Jun 2005 11:29:36 +0100 Subject: [rt-users] Re: Revert status to open on comment In-Reply-To: <42BAE4E4.6010203@ccdc.cam.ac.uk> References: <42BAE4E4.6010203@ccdc.cam.ac.uk> Message-ID: <42BBE090.1040702@ccdc.cam.ac.uk> > Can someone point me to the correct way to have RT (3.4.1) change a > ticket's status to 'open' when a comment is added via email? (as > currently happens with new correspondence). How daft do I feel ... for the record, it's scrip'able: condition: on comment action: open tickets template blank Cheers Toby From niels=rt at bakker.net Fri Jun 24 07:35:10 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Fri, 24 Jun 2005 13:35:10 +0200 Subject: [rt-users] Announcing RT::Extension::ExtractSubjectTagOnTransaction In-Reply-To: <20050616195613.GH5649@bestpractical.com> References: <20050616195613.GH5649@bestpractical.com> Message-ID: <20050624113510.GT72737@snowcrash.tpb.net> * kevinr at bestpractical.com (Kevin Riggle) [Thu 16 Jun 2005, 21:56 CEST]: >On Thu, Jun 16, 2005 at 11:13:34AM -0700, Geyer, Eric wrote: >> Can this be used to coalesce messages where the user replies without >> including the RT ticket number in the subject line? >That's not *really* what this is designed for -- it's mostly been >written with cross-instance tracking in mind. However, if you can >figure out how to make it do what you've described, we'd be interested >in hearing how you managed it. For example: When you create a ticket, remember the Message-Id. When another e-mail arrives without a ticket in the Subject, see if it mentions that Message-Id in the In-Reply-To or References headers. If so, don't create a new ticket but add it as correspondence to the first one. The problem remains that people sometimes don't create a new mail to start a new thread but reply to an old one and change the Subject only. You can do all sorts of fancy heuristics but as long as it remains easier to merge tickets than to un-merge them I wouldn't bother too much. Otherwise, this looks like a very welcome add-on - thanks, people! We sometimes have two RT's talking with each other here (we, and a supplier organisation); whoever started the thread wins, because RT never changes its idea of a Subject line unless it's manually updated to include the other's ticket#. Here's to wishing many people install it. -- Niels. -- From seph at directionless.org Fri Jun 24 08:15:41 2005 From: seph at directionless.org (seph) Date: Fri, 24 Jun 2005 08:15:41 -0400 Subject: [rt-users] Re: RT setup with NFS In-Reply-To: (Gerard Marcel's message of "Thu, 23 Jun 2005 14:54:19 -0400") References: Message-ID: > I am trying to setup rt 3.4.1 on debian sarge interfacing with a > redhad 7.2 mail server. Sendmail is running on mail server. I don't > install anything extra on the mail server and I don't want to use > fetchmail. well, you could have the mail forwarded to the RT machine. seph From philippe.dhont at searo.be Fri Jun 24 09:18:44 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Fri, 24 Jun 2005 15:18:44 +0200 Subject: [rt-users] New status fields & start new RT from a certain number ? Message-ID: <1C40E525DB33FA48BECE0149DC76B4D27060D2@server1.searo.local> Hello! RT works great and i have 2 questions. 1) Is it possible to add new STATUS fields ? new you have new, open, resolved etc but i want to add a few more... 2) we have a company that is already using some sort of ticket program so they want to continue with the tickets they have 11470 and so....so i don't want to add 11470 tickets before they can start using it! :) Is this possible ? Grtz, Verus -------------- next part -------------- An HTML attachment was scrubbed... URL: From klimkin at falkag.com Fri Jun 24 09:50:07 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Fri, 24 Jun 2005 17:50:07 +0400 Subject: [rt-users] New status fields & start new RT from a certain number ? In-Reply-To: <1C40E525DB33FA48BECE0149DC76B4D27060D2@server1.searo.local> References: <1C40E525DB33FA48BECE0149DC76B4D27060D2@server1.searo.local> Message-ID: <42BC0F8F.7040804@falkag.com> Greetings! Philippe Dhont (Sea-ro) wrote: > 1) Is it possible to add new STATUS fields ? > new you have new, open, resolved etc but i want to add a few > more... Look into RT_Config for @ActiveStatus/@InactiveStatus arrays. > 2) we have a company that is already using some sort of ticket program > so they want to continue with the tickets they have > > 11470 and so....so i don't want to add 11470 tickets before they can > start using it! :) > > Is this possible ? What db you use? If PG search for "tickets_id_seq" in google. For MySQL/InnoDB I found this basic method: mysql> INSERT INTO Tickets (id) values(11470); mysql> DELETE FROM Tickets WHERE id=11470; (There is easier method for MySQL/MyISAM but MyISAM is not supported by RT). SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia St. Petersburg, Russia From philippe.dhont at searo.be Fri Jun 24 10:09:59 2005 From: philippe.dhont at searo.be (Philippe Dhont (Sea-ro)) Date: Fri, 24 Jun 2005 16:09:59 +0200 Subject: [rt-users] New status fields & start new RT from a certain number ? Message-ID: <1C40E525DB33FA48BECE0149DC76B4D2706105@server1.searo.local> Thnx, With the status works, i add by @ActiveStatus a new one named status20 but when i change a ticket to status20, then it is off the active list and i have to perform a query to find it back (like you do when a ticket is resolved). I want it in the active list with the new status name until it is of course resolved. Any idea? Thnx, Verus. -----Original Message----- [ Sent: vrijdag 24 juni 2005 15:50 To: Philippe Dhont (Sea-ro) Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] New status fields & start new RT from a certain number ? Greetings! Philippe Dhont (Sea-ro) wrote: > 1) Is it possible to add new STATUS fields ? > new you have new, open, resolved etc but i want to add a few > more... Look into RT_Config for @ActiveStatus/@InactiveStatus arrays. > 2) we have a company that is already using some sort of ticket program > so they want to continue with the tickets they have > > 11470 and so....so i don't want to add 11470 tickets before they can > start using it! :) > > Is this possible ? What db you use? If PG search for "tickets_id_seq" in google. For MySQL/InnoDB I found this basic method: mysql> INSERT INTO Tickets (id) values(11470); DELETE FROM Tickets WHERE mysql> id=11470; (There is easier method for MySQL/MyISAM but MyISAM is not supported by RT). SY, Danial. -- Danial Klimkin, Falk eSolutions AG Russia St. Petersburg, Russia From tmaciak at ci.grand-rapids.mi.us Fri Jun 24 10:28:50 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Fri, 24 Jun 2005 10:28:50 -0400 Subject: [rt-users] Problems with Update Type - reply Message-ID: <221C759285B78647AEE6181FD6AF36A711064435@bambi.grand-rapids.mi.us> When replying to a ticket RT does not send an email to the requestor. RT does send emails on "Create Ticket" and when you enter an address in cc: or bcc: fields. Any idea on why it wont work for "Reply to Requestors"? Using rt 3.4.2 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 Ahalya_Nathan at mudnebr.com Fri Jun 24 11:26:31 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Fri, 24 Jun 2005 10:26:31 -0500 Subject: [rt-users] Parameter passing Doubt In-Reply-To: Message-ID: Hi all, Can anyone tell me how the parameter passing from a URL can be accessed within the Ticket_Overlay.pm. I tried $ARGS(' parameter passed') in the .pm program but that didn't work .Can anyoen give me soem ideas. 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 todd at chaka.net Fri Jun 24 10:59:41 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 24 Jun 2005 10:59:41 -0400 Subject: [rt-users] Parameter passing Doubt In-Reply-To: References: Message-ID: <20050624145941.GN953@chaka.net> On Fri, Jun 24, 2005 at 10:26:31AM -0500, Ahalya_Nathan at mudnebr.com wrote: > Hi all, > Can anyone tell me how the parameter passing from a URL can be accessed > within the Ticket_Overlay.pm. I tried $ARGS(' parameter passed') in the > .pm program but that didn't work .Can anyoen give me soem ideas. > $ARGS{'parameter passed'} From Skrede at TWT.com Fri Jun 24 11:40:13 2005 From: Skrede at TWT.com (Skrede at TWT.com) Date: Fri, 24 Jun 2005 10:40:13 -0500 Subject: [rt-users] Problem with FastCgi and RHEL4 (CentOS4.1) - the "Almost There" page Message-ID: I am trying to setup rt-3.4.2 on a RHEL4 box. I have found quite a few people with similar problems on the mailing list - but no solutions have fixed the problem. I get the "You're almost there!" web page, stating that I haven't setup the webserver configuration to use RT's fastcgi handler. httpd.conf FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi NameVirtualHost *:80 ServerName darg.twt.com ServerAdmin root DocumentRoot /opt/rt3/share/html/ #DocumentRoot /var/www/html/ # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi ErrorLog /var/log/httpd/httpd-rt-error.log CustomLog /var/log/httpd/httpd-rt.log common Options FollowSymLinks ExecCGI AllowOverride None SetHandler default-handler # Pass through requests to display images Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ RT_SiteConfig.pm Set($WebPath , "/rt"); Set($WebBaseURL , "http://172.20.66.222:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Running processes: [root at darg rt-3.4.2]# ps -ef |grep apache apache 4486 4483 0 10:11 ? 00:00:00 /usr/sbin/fcgi- apache 4487 4486 4 10:11 ? 00:00:01 /usr/bin/perl /opt/rt3/bin/mason_handler.fcgi apache 4488 4483 0 10:11 ? 00:00:00 /usr/sbin/httpd apache 4489 4483 0 10:11 ? 00:00:00 /usr/sbin/httpd apache 4490 4483 0 10:11 ? 00:00:00 /usr/sbin/httpd apache 4491 4483 0 10:11 ? 00:00:00 /usr/sbin/httpd apache 4492 4483 0 10:11 ? 00:00:00 /usr/sbin/httpd apache 4493 4483 0 10:11 ? 00:00:00 /usr/sbin/httpd apache 4494 4483 0 10:11 ? 00:00:00 /usr/sbin/httpd apache 4495 4483 0 10:11 ? 00:00:00 /usr/sbin/httpd And the httpd error log: [root at darg httpd]# cat error_log [Fri Jun 24 10:14:02 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Fri Jun 24 10:14:02 2005] [notice] Digest: generating secret for digest authentication ... [Fri Jun 24 10:14:02 2005] [notice] Digest: done [Fri Jun 24 10:14:02 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Fri Jun 24 10:14:02 2005] [notice] LDAP: SSL support unavailable [Fri Jun 24 10:14:02 2005] [notice] FastCGI: process manager initialized (pid 4533) [Fri Jun 24 10:14:02 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 4534) [Fri Jun 24 10:14:02 2005] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Fri Jun 24 10:14:03 2005] [notice] Apache/2.0.52 (CentOS) configured -- resuming normal operations And here is one more non-working version of httpd.conf (modified per a recent posting on the message board) FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 4 NameVirtualHost *:80 ServerName darg.twt.com # ServerAdmin root DocumentRoot /opt/rt3/share/html/ ErrorLog /var/log/httpd/httpd-rt-error.log CustomLog /var/log/httpd/httpd-rt.log common # DocumentRoot /var/www/html/ # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Alias /rt/ /opt/rt3/share/html/ Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi Order allow,deny Allow from all Options FollowSymLinks ExecCGI AllowOverride None SetHandler default-handler # Pass through requests to display images Any help is appreciated. thanks david skrede skrede at twt.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From racinejp at vianet.ca Fri Jun 24 12:33:30 2005 From: racinejp at vianet.ca (J.P. Racine) Date: Fri, 24 Jun 2005 12:33:30 -0400 Subject: [rt-users] Problem with FastCgi and RHEL4 (CentOS4.1) - the "AlmostThere" page In-Reply-To: Message-ID: <000601c578da$747d4ea0$d2ba5bd1@kat> Try this if you are using AP2. # apxs -n mod_fastcgi -i -a -c mod_fastcgi.c fcgi_buf.c fcgi_config.c \ > fcgi_pm.c fcgi_protocol.c fcgi_util.c And in the httpd.conf file be sure that the LoadModule path is correct. LoadModule fastcgi_module modules/mod_fastcgi.so J.P. Racine racinejp at vianet.ca -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Skrede at TWT.com Sent: Friday, June 24, 2005 11:40 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problem with FastCgi and RHEL4 (CentOS4.1) - the "AlmostThere" page I am trying to setup rt-3.4.2 on a RHEL4 box. I have found quite a few people with similar problems on the mailing list - but no solutions have fixed the problem. I get the "You're almost there!" web page, stating that I haven't setup the webserver configuration to use RT's fastcgi handler. httpd.conf ?FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ?ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi ?NameVirtualHost *:80 ? ? ?ServerName darg.twt.com ? ?ServerAdmin root ? ?DocumentRoot /opt/rt3/share/html/ ? ?#DocumentRoot /var/www/html/ ? ?# Adding the following for RT (the ticket tracker) ? ?AddHandler fastcgi-script fcgi ? ?ErrorLog /var/log/httpd/httpd-rt-error.log ? ?CustomLog /var/log/httpd/httpd-rt.log common ? ? ? ? Options FollowSymLinks ExecCGI ? ? AllowOverride None ? ? ? ? ? ? SetHandler default-handler ? ? ? ?# Pass through requests to display images ? ?Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ? RT_SiteConfig.pm Set($WebPath , "/rt"); Set($WebBaseURL , "http://172.20.66.222:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Running processes: [root at darg rt-3.4.2]# ps -ef |grep apache apache ? ?4486 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/fcgi- apache ? ?4487 ?4486 ?4 10:11 ? ? ? ? ?00:00:01 /usr/bin/perl /opt/rt3/bin/mason_handler.fcgi apache ? ?4488 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/httpd apache ? ?4489 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/httpd apache ? ?4490 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/httpd apache ? ?4491 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/httpd apache ? ?4492 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/httpd apache ? ?4493 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/httpd apache ? ?4494 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/httpd apache ? ?4495 ?4483 ?0 10:11 ? ? ? ? ?00:00:00 /usr/sbin/httpd And the httpd error log: [root at darg httpd]# cat error_log [Fri Jun 24 10:14:02 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Fri Jun 24 10:14:02 2005] [notice] Digest: generating secret for digest authentication ... [Fri Jun 24 10:14:02 2005] [notice] Digest: done [Fri Jun 24 10:14:02 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Fri Jun 24 10:14:02 2005] [notice] LDAP: SSL support unavailable [Fri Jun 24 10:14:02 2005] [notice] FastCGI: process manager initialized (pid 4533) [Fri Jun 24 10:14:02 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 4534) [Fri Jun 24 10:14:02 2005] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Fri Jun 24 10:14:03 2005] [notice] Apache/2.0.52 (CentOS) configured -- resuming normal operations And here is one more non-working version of httpd.conf (modified per a recent posting on the message board) ?FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 4 ?NameVirtualHost *:80 ? ? ?ServerName darg.twt.com ? ?# ServerAdmin root ? ?DocumentRoot /opt/rt3/share/html/ ? ?ErrorLog /var/log/httpd/httpd-rt-error.log ? ?CustomLog /var/log/httpd/httpd-rt.log common ? ?# DocumentRoot /var/www/html/ ? ?# Adding the following for RT (the ticket tracker) ? ?AddHandler fastcgi-script fcgi ? ?Alias /rt/ /opt/rt3/share/html/ ? ?Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ? ?ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi ? ? ? ? Order allow,deny ? ? Allow from all ? ? ? ? ? ? Options FollowSymLinks ExecCGI ? ? AllowOverride None ? ? ? ? ? ? SetHandler default-handler ? ? ? ?# Pass through requests to display images ? Any help is appreciated. thanks david skrede skrede at twt.com From Iris.Brookes at tdsecurities.com Fri Jun 24 13:00:48 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Fri, 24 Jun 2005 13:00:48 -0400 Subject: [rt-users] New ticket created as resolved Message-ID: I tried this code but it only works if the user is a super user -> does not work for regular/priviledged user accounts. Under Global-> Group Rights -> Everyone I have set the current rights to: ModifyCustomField ModifySelf SeeCustomField Next, I've given specific rights to groups & queues. Do you have any idea why it does not work? Thanks for your time. Regards, Iris -----Original Message----- From: Rick Russell [mailto:rickr at rice.edu] Sent: Wednesday, June 22, 2005 3:37 PM To: Brookes, Iris; rt-users at lists.bestpractical.com Subject: Re: [rt-users] New ticket created as resolved > I would like a specific email notification sent when a new ticket has > been created as resolved so I've implemented the code found at: I had an easier time using a custom template rather than a scrip. The template is activated on ticket create. If the status is new, open or stalled it inserts some text. If the status is resolved, it inserts different text. I've appended the template below; have a look. There may be some odd EOL characters when my mailreader wraps the text. Obligatory disclaimer: I grew up programming BASIC and Pascal. It shows. Rick R. Template Autoreply (Conditional): Subject: {$Ticket->Subject} { if ( ($Ticket->Status eq 'new') || ($Ticket->Status eq 'open') || ($Ticket->Status eq 'stalled') ) { $OUT .= "Thank you for submitting a request regarding: ".$Ticket->Subject()." Your request has been assigned ticket number [".$rtname." #".$Ticket->id()."]. Please include [".$rtname." #".$Ticket->id()."] in the Subject line of all correspondence about this request for help. A copy of your request is included below for your reference. "; } elsif ($Ticket->Status eq 'resolved') { $OUT .= "Thank you for contacting the Information Technology Help Desk. For record-keeping purposes, we have assigned a ticket number to your request: [".$rtname." #".$Ticket->id()."] Since we resolved your problem during our conversation, you will not receive further e-mails about this issue. If you have any questions or comments, please contact us at xHELP (x4357, 713-348-4357) or helpdesk\@rice\.edu and we will be happy to assist you. A copy of your request is included below for your reference. "; } } You may review this request at {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} Thank you, Rice University, Information Technology {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} (end template) -- For computer help, call xHELP (x4357 or 713-348-4357) On the web: http://helpdesk.rice.edu/ -- Rick Russell Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -- OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 From rblanco at ats-connection.com.br Fri Jun 24 13:28:32 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Fri, 24 Jun 2005 14:28:32 -0300 Subject: [rt-users] RES: Doubt RT Message-ID: Hi Rick, How are you? I would like to create some custom fields and calculate some values in other custom fields in a webpage from the system, but in the example that you have sent me, I need to know about the ID of custom fields. How can I get it? Where can I see it? In the scrip creation, we have three fields to put a peace of code, where can I put this code to calculate? Do you have any manual about this feature of system? Cheers, -----Mensagem original----- De: Rick Russell [mailto:rickr at rice.edu] Enviada em: quarta-feira, 22 de junho de 2005 17:42 Para: Rodrigo Blanco Assunto: Re: Doubt RT Rodrigo, It sounds like you should try this: -- Create the three custom fields that you want -- Create a scrip with User Defined conditions and actions. The User Defined condition would look for any change to the "dates initial" and "dates resolution" fields of the ticket, example: if ( ($self->TransactionObj->Field eq 'custom-field-id-1') || ($self->TransactionObj->Field eq 'custom-field-id-2') ) { return(1); } else { return(undef); } where custom-field-id-1 is the numerical ID of the first custom field, and custom-field-id-2 is the numerical ID of the second custom field. -- The User Defined action would be something like this. This is not real code; you'll need to write the code. my StartTimeSeconds = Parsedate(contents of first custom field); my ResolveTimeSeconds = Parsedate(contents of second custom field); my SolutionTime = ((ResolveTimeSeconds - StartTime)/60.0); (Set contents of third custom field to SolutionTime) Setting custom fields is somewhat difficult, but these Wiki entries will help you get started: http://wiki.bestpractical.com/index.cgi?AutomaticCustomFieldValue http://wiki.bestpractical.com/index.cgi?DefaultCustomFieldValue Good luck, Rick R. Rodrigo Blanco wrote: > Good afternoon Rick, > > I am beginner in this ticket system and he/she would like to know if it > is possible the change of some screens and some increments: > > for example, create three fields: > "dates initial of the ticket" > "dates resolution of the ticket" > "time of solution" > > he/she would like to know as I do to do a formula that calculates the > time he/she enters the " initial " date and the " final " date, and of > the result in minutes in the field " time of solution " > > Please it would like that somebody helped me because I am depending on > that for my work to have success. > > Thank you very much and I wait its answer > > Rodrigo (Brazil) > -- For computer help, call xHELP (x4357 or 713-348-4357) On the web: http://helpdesk.rice.edu/ -- Rick Russell Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -- OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 From alexandre.medeiros at camara.gov.br Fri Jun 24 15:29:35 2005 From: alexandre.medeiros at camara.gov.br (Alexandre de Medeiros Ribeiro) Date: Fri, 24 Jun 2005 16:29:35 -0300 Subject: [rt-users] Customfield and Attachment Message-ID: <20050624192936.B6BAF2F02A8@epicuro.camara.gov.br> In one queue I have many customfields. I'm use the extractcustomFieldValues for extract this fields from email. When I send this email with customFields and attach files, this custom fields stayed empty but the attachment was send. When I remove attach file and resend this email the customfields work properly. -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 5752 bytes Desc: image001.gif URL: From asheesh at asheesh.org Fri Jun 24 16:17:22 2005 From: asheesh at asheesh.org (Asheesh Laroia) Date: Fri, 24 Jun 2005 16:17:22 -0400 (EDT) Subject: [rt-users] Patch to make daemons not say "(via RT)" (fwd) Message-ID: When RT sends out emails, if there's a human who caused the message, we like the "(via RT)" in the From line. But if it's an RT message, having the From read "Dyna Bug Tracker (language queue) (via RT)" seemed silly. There is only one variable that controls the pretty-printing of From lines, $FriendlyFromLineFormat. But that variable is applied the same way to people's names as well as RT queue names. So, to achieve output like this for humans' names: From: "Asheesh Laroia via RT" Subject: [rt #35] Resolved: improve the "From:" lines But output like this for internal names: From: "Our Request Tracker (server issues)" Subject: [rt #62] AutoReply: Rollin' on out I applied these two patches: 1. Create a new config $FriendlyRobotFromLineFormat in RT_Config.pm. http://paulproteus.acm.jhu.edu/rt/create_robot_config.patch 2. Modified lib/RT/Action/Autoreply.pm so autoreplies from daemons use that config. http://paulproteus.acm.jhu.edu/rt/use_robot_config_friendly_from.patch Simple stuff. Hope this helps others. -- Asheesh. -- Anyone can become angry -- that is easy; but to be angry with the right person, to the right degree, at the right time, for the right purpose and in the right way -- that is not easy. -- Aristotle From asheesh at asheesh.org Fri Jun 24 16:33:08 2005 From: asheesh at asheesh.org (Asheesh Laroia) Date: Fri, 24 Jun 2005 16:33:08 -0400 (EDT) Subject: [rt-users] How to make CCs sticky? Message-ID: When a user emails our RT while CC:ing some email addresses, I would like to add those people to the CC: list of the ticket. Similarly, when a user replies to a ticket by email and CC:s someone, I would like that email address to be added to the CC: list of the ticket. How would I achieve this? I've read through the thread at http://lists.bestpractical.com/pipermail/rt-users/2004-December/027461.html , but that only considers the web interface. (It also doesn't reach a solution.) I'm willing to write Scrips if necessary, but I don't see where the documentation is on extracting the CC: list from incoming emails, nor how to modify the list of CC:d people on a ticket. -- Asheesh. -- QOTD: "The elder gods went to Suggoth and all I got was this lousy T-shirt." From Mike.Dwyer at globalpay.com Fri Jun 24 16:36:26 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Fri, 24 Jun 2005 16:36:26 -0400 Subject: [rt-users] Element, Users currently logged in Message-ID: <268A832CA8A26B498920E123E94F49740672C718@AT1EX-CL2.corp.globalpay.com> Has someone created an Element which list currently logged in users? /m From vicki at progeny.com Fri Jun 24 16:40:55 2005 From: vicki at progeny.com (Vicki Stanfield) Date: Fri, 24 Jun 2005 15:40:55 -0500 Subject: [rt-users] How to make CCs sticky? In-Reply-To: References: Message-ID: <42BC6FD7.6060405@progeny.com> Asheesh Laroia wrote: > When a user emails our RT while CC:ing some email addresses, I would > like to add those people to the CC: list of the ticket. > > Similarly, when a user replies to a ticket by email and CC:s someone, > I would like that email address to be added to the CC: list of the > ticket. > > How would I achieve this? I've read through the thread at > http://lists.bestpractical.com/pipermail/rt-users/2004-December/027461.html > , but that only considers the web interface. (It also doesn't reach a > solution.) > > I'm willing to write Scrips if necessary, but I don't see where the > documentation is on extracting the CC: list from incoming emails, nor > how to modify the list of CC:d people on a ticket. > > -- Asheesh. > Change the $ParseNewMessageForTicketCcs in the RT_SiteConfig.pm to true per the instructions in that file. Vicki From asheesh at asheesh.org Fri Jun 24 16:49:26 2005 From: asheesh at asheesh.org (Asheesh Laroia) Date: Fri, 24 Jun 2005 16:49:26 -0400 (EDT) Subject: [rt-users] How to make CCs sticky? In-Reply-To: <42BC6FD7.6060405@progeny.com> References: <42BC6FD7.6060405@progeny.com> Message-ID: On Fri, 24 Jun 2005, Vicki Stanfield wrote: > Asheesh Laroia wrote: > >> When a user emails our RT while CC:ing some email addresses, I would >> like to add those people to the CC: list of the ticket. > Change the $ParseNewMessageForTicketCcs in the RT_SiteConfig.pm to true > per the instructions in that file. Great! >> Similarly, when a user replies to a ticket by email and CC:s someone, >> I would like that email address to be added to the CC: list of the >> ticket. This is not handled by ParseNewMessageForTicketCcs. How do I get this second step working? >> I'm willing to write Scrips if necessary, but I don't see where the >> documentation is on extracting the CC: list from incoming emails, nor >> how to modify the list of CC:d people on a ticket. -- Asheesh. -- We are all dying -- and we're gonna be dead for a long time. From asheesh at asheesh.org Fri Jun 24 16:12:36 2005 From: asheesh at asheesh.org (Asheesh Laroia) Date: Fri, 24 Jun 2005 16:12:36 -0400 (EDT) Subject: [rt-users] Patch to make daemons not say "(via RT)" Message-ID: When RT sends out emails, if there's a human who caused the message, we like the "(via RT)" in the From line. But if it's an RT message, having the From read "Dyna Bug Tracker (language queue) (via RT)" seemed silly. There is only one variable that controls the pretty-printing of From lines, $FriendlyFromLineFormat. But that variable is applied the same way to people's names as well as RT queue names. So, to achieve output like this for humans' names: From: "Asheesh Laroia via RT" Subject: [rt #35] Resolved: improve the "From:" lines But output like this for internal names: From: "Our Request Tracker (server issues)" Subject: [rt #62] AutoReply: Rollin' on out I applied these two patches: 1. Create a new config $FriendlyRobotFromLineFormat in RT_Config.pm. http://paulproteus.acm.jhu.edu/rt/create_robot_config.patch 2. Modified lib/RT/Action/Autoreply.pm so autoreplies from daemons use that config. http://paulproteus.acm.jhu.edu/rt/use_robot_config_friendly_from.patch Simple stuff. Hope this helps others. -- Asheesh. -- Anyone can become angry -- that is easy; but to be angry with the right person, to the right degree, at the right time, for the right purpose and in the right way -- that is not easy. -- Aristotle From racinejp at vianet.ca Fri Jun 24 20:30:59 2005 From: racinejp at vianet.ca (J.P. Racine) Date: Fri, 24 Jun 2005 20:30:59 -0400 Subject: [rt-users] Database Upgrade Clarification. In-Reply-To: <20050624192936.B6BAF2F02A8@epicuro.camara.gov.br> Message-ID: <20050625003100.CAD604D8243@diesel.bestpractical.com> Hello - can I have clarification on the rt database upgrade procedure? I'm running version 3.2.2 and will be upgrading to 3.4.2 mysql/AP2/fastcgi - in the documentation it states: You may also need to update RT's database. To find out, type: ls etc/upgrade For each item in that directory whose name is greater than your previously installed RT version, run: /opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ /opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ In the etc/upgrade directory there is [root at itoa rt-3.4.2]# ls etc/upgrade/ 3.1.0 3.1.15 3.1.17 3.3.0 3.3.11 So does this mean that I run the rt-setup-database etc... scripts in the 3.3.0 and 3.3.11 directories? or are the odd 3.3.x for development versions of request tracker? Thanks in advance, J.P. Racine Jpatvianetdotca From seph at directionless.org Sat Jun 25 00:08:15 2005 From: seph at directionless.org (seph) Date: Sat, 25 Jun 2005 00:08:15 -0400 Subject: [rt-users] Re: Best way to sort per department? In-Reply-To: <1119470991.9144.8.camel@localhost.localdomain> (David Young's message of "Wed, 22 Jun 2005 22:09:50 +0200") References: <1119470991.9144.8.camel@localhost.localdomain> Message-ID: > We're trying to setup RT to track support requests within our company. > We have about 50 staff, in 5 different departments. We want this to be > as basic as possible, and only want to give the staff one email address > to send requests to. One way is to use procmail to filter to different queues (as someone already posted) another is to use a custom scrip to set a CustomField based on the requestor. > I noticed that RT 3.4.x allows custom "user" fields. Would it be > possible to bring a user-based custom field into a search? If that were > the case, I could create a custom user field called "department", and > have the IT manager manually group each user into departments. There > when pulling up a search / report, I could just include that custom > field? I expect this would work. Though those fields may be more onerous to access via the api than you'd like. Also, do you have users who are in multiple departments? seph From sun at sanjeewa.org Thu Jun 23 06:53:39 2005 From: sun at sanjeewa.org (Sanjeewa Wijerathne) Date: Thu, 23 Jun 2005 16:53:39 +0600 Subject: [rt-users] Autoreply to CCs ?? In-Reply-To: <1A9D0DE50E77803834098AD2@[192.168.1.101]> References: <1A9D0DE50E77803834098AD2@[192.168.1.101]> Message-ID: <1119524020.3101.62.camel@sanjeewa.openworld.org> Don't have RT 3.4 here, but Im on RT 3.2. Do you have Set($ParseNewMessageForTicketCcs , 1); on your config ? On Thu, 2005-06-23 at 02:22 -0400, Jim Archer wrote: > Hi All... > > I noticed that my RT 3.4 installation does not autoreply to the CCs on the > email, just to the email address listed in the To: field of the email that > created the ticket. > > It seems that it would be desirable to auto reply to the CCs upon ticket > creation, so that if any of them have something to contribute they can and > have it captured in the ticket. > > Does this make sense, or is there a problem I am missing? > > I looked at the scripts and saw that the auto reply script seems to be a > special case. Is there a way to configure the autoreply script to reply to > CCs in addition to the email listed in the TO: header? > > Thanks... > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > From jim at archer.net Sat Jun 25 10:51:15 2005 From: jim at archer.net (Jim Archer) Date: Sat, 25 Jun 2005 10:51:15 -0400 Subject: [rt-users] Autoreply to CCs ?? In-Reply-To: <42BACEED.1020803@rice.edu> References: <1A9D0DE50E77803834098AD2@[192.168.1.101]> <42BACEED.1020803@rice.edu> Message-ID: <9CBEFB1E09EB58AA5E4F2C4C@[192.168.1.101]> Hi Rick and thanks very much. Comments below. --On Thursday, June 23, 2005 10:02 AM -0500 Rick Russell wrote: > Jim Archer wrote: > >> It seems that it would be desirable to auto reply to the CCs > > Yep, we do that. We use a template with slightly different wording, > like so: > > username at rice.edu contacted the Rice IT Help Desk > with a request for help. They asked us to notify you. > > etc. Good idea, I had not thought of that, thanks! >> Is there a way to configure the autoreply script to reply >> to CCs in addition to the email listed in the TO: header? > > I just used Notify, not Autoreply. > > On Create > Notify Ccs > with template Autoreply CC Only I don't understand. Do you mean to use the notify script in addition to the autoreply script? From jim at archer.net Sat Jun 25 10:52:25 2005 From: jim at archer.net (Jim Archer) Date: Sat, 25 Jun 2005 10:52:25 -0400 Subject: [rt-users] Autoreply to CCs ?? In-Reply-To: <1119524020.3101.62.camel@sanjeewa.openworld.org> References: <1A9D0DE50E77803834098AD2@[192.168.1.101]> <1119524020.3101.62.camel@sanjeewa.openworld.org> Message-ID: <94446E6671947E550371A843@[192.168.1.101]> > Do you have > Set($ParseNewMessageForTicketCcs , 1); > on your config ? Thank you for the reply. Yes, I do. From joby at u.washington.edu Sat Jun 25 14:27:56 2005 From: joby at u.washington.edu (Joby Walker) Date: Sat, 25 Jun 2005 11:27:56 -0700 Subject: [rt-users] How to make CCs sticky? In-Reply-To: References: <42BC6FD7.6060405@progeny.com> Message-ID: <42BDA22C.70500@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Just grep for ParseNewMessageForTicketCcs in your RT lib directory. You'll find the code in RT::Interface::Email. jbw Asheesh Laroia wrote: > On Fri, 24 Jun 2005, Vicki Stanfield wrote: > >> Asheesh Laroia wrote: >> >>> When a user emails our RT while CC:ing some email addresses, I would >>> like to add those people to the CC: list of the ticket. > > >> Change the $ParseNewMessageForTicketCcs in the RT_SiteConfig.pm to >> true per the instructions in that file. > > > Great! > >>> Similarly, when a user replies to a ticket by email and CC:s >>> someone, I would like that email address to be added to the CC: list >>> of the ticket. > > > This is not handled by ParseNewMessageForTicketCcs. How do I get this > second step working? > >>> I'm willing to write Scrips if necessary, but I don't see where the >>> documentation is on extracting the CC: list from incoming emails, nor >>> how to modify the list of CC:d people on a ticket. > > > -- Asheesh. > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFCvaIsgA0gpghkf88RAlVcAKCyTeXJ/eTEulYze3IzT49vK4SDWwCgvFrQ G9HRLEQiOTMJm0LHrpxQ12E= =6Z6P -----END PGP SIGNATURE----- From rickr at rice.edu Sat Jun 25 21:52:42 2005 From: rickr at rice.edu (Rick Russell) Date: Sat, 25 Jun 2005 20:52:42 -0500 Subject: [rt-users] Re: RES: Doubt RT In-Reply-To: References: Message-ID: <42BE0A6A.6010802@rice.edu> Rodrigo Blanco wrote: > the ID of custom fields. How can I get it? Where can I see it? When you go to "Configuration, Queue, Custom Fields" or "Configuration, Global, Custom Fields" and select a custom field, the ID number will appear in the web address (URL) at the top of your browser. For example: https://rt.zzz.com/Admin/Global/CustomField.html?Queue=0&CustomField=22 In this case, the custom field ID is 22. Presumably, you could also browse the database tables and find it too. > In the scrip creation, we have three fields to put a peace of > code, where can I put this code to calculate? First, you'll need to set the scrip condition and action to "User Defined". Second, you'll need to enter your condition code in the "Custom condition" field. Third, you'll need to enter your action code in either the "Custom action preparation code" or "Custom action cleanup code" fields. The cleanup code is executed only if the preparation code returns a value other than zero or undefined, if I remember correctly. If you don't need to divide the prep code and the cleanup code, it's traditional to put return(1); into the prep code, and write your action code into the cleanup section. > Do you have any manual about this feature of system? Only wiki.bestpractical.com and this mailing list. I hear that the BestPractical folks are writing a book, which they will probably mention shortly after this e-mail is posted to the list :-) Rick R. -- For computer help, call xHELP (x4357 or 713-348-4357) On the web: http://helpdesk.rice.edu/ -- Rick Russell Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -- OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 254 bytes Desc: OpenPGP digital signature URL: From lists at lqgraphics.com Sun Jun 26 11:53:18 2005 From: lists at lqgraphics.com (Chris Meyer) Date: Sun, 26 Jun 2005 08:53:18 -0700 Subject: [rt-users] mod_perl2 compatibility Message-ID: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com> 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. Right now here is the information in the installation guide (search this page for 'BIG WARNING'): http://wiki.bestpractical.com/index.cgi?ManualInstallation Also, here are the references to the original messages referencing the problems: http://lists.bestpractical.com/pipermail/rt-users/2005-May/031215.html http://lists.bestpractical.com/pipermail/rt-users/2005-April/030477.html From m-liebman at northwestern.edu Sun Jun 26 21:01:01 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Sun, 26 Jun 2005 18:01:01 -0700 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: <6.2.3.4.2.20050626175936.030298b0@mail.freeshell.org> At 08:53 AM 6/26/2005, Chris Meyer wrote: >Can someone clarify the current state of mod_perl2 + Apache 2.x >compatibility for RT 3.4? Here's the text of from the Apache section of the README: >mod_perl 2.0 isn't quite ready for prime_time just yet; >We _strongly_ recommend that you use Apache 1.3 or FastCGI. >It would be nice if this information was stated unambiguously in the >installation guides. Jesse has said several times that he welcomes suggestions on wording that would be less ambiguous than that. 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 pdh at bestpractical.com Sun Jun 26 21:23:43 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 27 Jun 2005 11:23:43 +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: <42BF551F.2040105@bestpractical.com> 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. What's ambiguous about it as it stands? > Right now here is the information in the installation guide (search > this page for 'BIG WARNING'): > > http://wiki.bestpractical.com/index.cgi?ManualInstallation That says the same thing that README tells you -- mod_perl2 is not recommended. Or at least that's how I read it. If someone thinks it's unclear and can provide better wording, please have a go... -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From andrew at staff.esc.net.au Mon Jun 27 00:34:21 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Mon, 27 Jun 2005 14:04:21 +0930 Subject: [rt-users] (no subject) Message-ID: <20050627043426.773DB61D11F@sr-gw.esc.net.au> Hey, Is there any way to stop a second resolved email from going out. scenario. User creates ticket. ticket is replied to and resolved. user replies to resolved email saying thank you this then reopens the ticket. ticket is resolved again resulting in a second email going out. is there a way to "resolve without email" Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From lmuzanenhamo at nust.ac.zw Mon Jun 27 03:09:28 2005 From: lmuzanenhamo at nust.ac.zw (lmuzanenhamo at nust.ac.zw) Date: Mon, 27 Jun 2005 09:09:28 +0200 Subject: [rt-users] problems with configuring apache Message-ID: <1119856168.42bfa62856877@nust.ac.zw> I have been battling with this installing of rt-3.4.2 on RedHat 9. The thing is I had to upgrade my Perl from v5.8.0 to v5.8.7 and every thing seemed to work fine until I get to the webserver config. I get the following error message when I try to restart the server: Starting httpd: [Mon Jun 27 08:34:31 2005] [error] Can't locate object method "menu_item" via package "Apache::Status" at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 686.!Compilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 149.!Compilation failed in require at (eval 4) line 1.! [Mon Jun 27 08:34:31 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rtserver.nust.ac.zw:0, exiting...! [FAILED] In my last post others had suggest that I check if all my dependencies and modules are present. The Apache::Status module is there, it comes bundled in mod_perl and all the modules are registered as present from the make test. Please help out with this one. ------------------------------------------------- IMPORTANT NOTICE This email is confidential, may be legally privileged, and is for the intended recipient only. If an addressing or transmission error has misdirected this e- mail, please notify the author by replying to this e-mail. If you are not the intended recipient you must not use, disclose, distribute, copy, print or rely on this e-mail. Any views or opinions presented are solely those of the author and do not necessarily represent those of the National University of Science and Technology, and the National University of Science and Technology, Zimbabwe, does not accept legal responsibility for the contents of this message. Replies to this email may be monitored by the the National University of Science and Technology, Zimbabwe, for operational, security or business reasons. Nust Website : http://www.nust.ac.zw From cartera at lei.net.au Mon Jun 27 03:34:32 2005 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 27 Jun 2005 17:34:32 +1000 Subject: [rt-users] OT: Wheres Ruslan?? Message-ID: <42BFAC08.4040702@lei.net.au> Hey, I've had a few queries pending and also usually eager to read Ruslans tips.. but his been AWOL for a week or so! I hope his just having a holiday or busy and nothing more ill has happened... -- 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 i.norton at lancaster.ac.uk Mon Jun 27 04:34:04 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 27 Jun 2005 09:34:04 +0100 Subject: [rt-users] (no subject) Message-ID: <7F332A8009EE5D4CB62C87717A3498A10E07885D@exchange-be1.lancs.ac.uk> Hi Andrew, There are two ways of doing this that I know of. One is the resolve once scrip from the wiki - http://wiki.bestpractical.com/index.cgi?OnResolveOnce The other way is to create an additional resolve state. There's extensive discussion here - http://marc.theaimsgroup.com/?l=rt-users&m=108214712328243&w=2 Hope that helps. Both of these solutions were found by a quick search on the wiki btw. Regards, Ian. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: 27 June 2005 05:34 To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) Hey, Is there any way to stop a second resolved email from going out. scenario. User creates ticket. ticket is replied to and resolved. user replies to resolved email saying thank you this then reopens the ticket. ticket is resolved again resulting in a second email going out. is there a way to "resolve without email" Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au From i.norton at lancaster.ac.uk Mon Jun 27 04:38:07 2005 From: i.norton at lancaster.ac.uk (Norton, Ian) Date: Mon, 27 Jun 2005 09:38:07 +0100 Subject: [rt-users] (no subject) Message-ID: <7F332A8009EE5D4CB62C87717A3498A10E07886D@exchange-be1.lancs.ac.uk> Andrew, Take a look at this recent rt-users discussion also - http://marc.theaimsgroup.com/?l=rt-users&m=111962423024804&w=2 Didn't spot that before replying. Regards, Ian -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Norton, Ian Sent: 27 June 2005 09:34 To: Andrew Xenides; rt-users at lists.bestpractical.com Subject: RE: [rt-users] (no subject) Hi Andrew, There are two ways of doing this that I know of. One is the resolve once scrip from the wiki - http://wiki.bestpractical.com/index.cgi?OnResolveOnce The other way is to create an additional resolve state. There's extensive discussion here - http://marc.theaimsgroup.com/?l=rt-users&m=108214712328243&w=2 Hope that helps. Both of these solutions were found by a quick search on the wiki btw. Regards, Ian. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Xenides Sent: 27 June 2005 05:34 To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) Hey, Is there any way to stop a second resolved email from going out. scenario. User creates ticket. ticket is replied to and resolved. user replies to resolved email saying thank you this then reopens the ticket. ticket is resolved again resulting in a second email going out. is there a way to "resolve without email" Andrew Xenides System Administrator EscapeNet 465 South Road Keswick SA 5035 T: (08) 8292 5200 F: (08) 8292 5299 E: andrew at staff.esc.net.au W: http://www.esc.net.au _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From jphayes at gmail.com Mon Jun 27 04:48:11 2005 From: jphayes at gmail.com (Jay) Date: Mon, 27 Jun 2005 09:48:11 +0100 Subject: [rt-users] RSS Message-ID: <8d4ad9b905062701483b5623ae@mail.gmail.com> Hi All, Has anybody had experience using RSS functionality of RT? If so, what did you use it for and how did/do you find it ? rgds Jay From pdh at bestpractical.com Mon Jun 27 05:02:28 2005 From: pdh at bestpractical.com (Phil Homewood) Date: Mon, 27 Jun 2005 19:02:28 +1000 Subject: [rt-users] problems with configuring apache In-Reply-To: <1119856168.42bfa62856877@nust.ac.zw> References: <1119856168.42bfa62856877@nust.ac.zw> Message-ID: <42BFC0A4.1010004@bestpractical.com> lmuzanenhamo at nust.ac.zw wrote: > Starting httpd: [Mon Jun 27 08:34:31 2005] [error] Can't locate object method > "menu_item" via package "Apache::Status" at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 686.!Compilation Note that path. Your mod_perl needs to be rebuilt against your newer perl version. -- >>|<< http://www.bestpractical.com/rt -- Trouble Ticketing. Free. From cartera at lei.net.au Mon Jun 27 05:33:38 2005 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 27 Jun 2005 19:33:38 +1000 Subject: [rt-users] RSS In-Reply-To: <8d4ad9b905062701483b5623ae@mail.gmail.com> References: <8d4ad9b905062701483b5623ae@mail.gmail.com> Message-ID: <42BFC7F2.5030107@lei.net.au> live bookmarks in Firefox - Works a treat! About to use it for queue summaries. In theory, can be used to display any search results via a portal such as Mambo or anythin that can pull an RSS feed. Jay wrote: >Hi All, > >Has anybody had experience using RSS functionality of RT? >If so, what did you use it for and how did/do you find it ? > >rgds >Jay >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au From cartera at lei.net.au Mon Jun 27 05:37:22 2005 From: cartera at lei.net.au (Adrian Carter) Date: Mon, 27 Jun 2005 19:37:22 +1000 Subject: [rt-users] RSS In-Reply-To: <42BFC7F2.5030107@lei.net.au> References: <8d4ad9b905062701483b5623ae@mail.gmail.com> <42BFC7F2.5030107@lei.net.au> Message-ID: <42BFC8D2.4080703@lei.net.au> just remember.. you need to have an open session for that user to RT or use searches that are available to 'everyone'. Adrian Carter wrote: > live bookmarks in Firefox - Works a treat! > > About to use it for queue summaries. > > In theory, can be used to display any search results via a portal such > as Mambo or anythin that can pull an RSS feed. > > > > Jay wrote: > >> Hi All, >> >> Has anybody had experience using RSS functionality of RT? >> If so, what did you use it for and how did/do you find it ? >> >> rgds >> Jay >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> >> >> > -- 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 alex at longhill.brighton-hove.sch.uk Mon Jun 27 06:40:34 2005 From: alex at longhill.brighton-hove.sch.uk (Alex Harrington) Date: Mon, 27 Jun 2005 11:40:34 +0100 Subject: [rt-users] RSS Message-ID: > Has anybody had experience using RSS functionality of RT? > If so, what did you use it for and how did/do you find it ? I use it with RSSNewsTicker (http://www.rssnewsticker.com) to scroll our Tech Support queue across the bottom of my screen... -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From pieter at West.NL Mon Jun 27 10:21:48 2005 From: pieter at West.NL (Pieter van der Spek) Date: Mon, 27 Jun 2005 16:21:48 +0200 Subject: [rt-users] RT works but still "Almost there" appears Message-ID: <42C00B7C.4080901@west.nl> I have a strange problem. I installed the debian package request-tracker3.4 (using Apache2, MySQL and mod_perl2). RT now works almost. I can login, create tickets, queues etc., but when I click on 'Home' I get the "Almost there"-message. I can't see anything in the apache2 logfiles or RT logfile that could give me a hint on why this is happening, so I hope someone on this list can. Thanks in advance. Greetings, -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From dhfs-techs at austin.utexas.edu Mon Jun 27 10:40:52 2005 From: dhfs-techs at austin.utexas.edu (Dhfs AdminTechs) Date: Mon, 27 Jun 2005 09:40:52 -0500 Subject: [rt-users] Apache permissions error Message-ID: <413F39BA0A24D542878D962ED47A4DD5247E90@MAIL01.austin.utexas.edu> Hello all, It appears that I have an issue with some apache permissions. According to the log files and an error that appears on screen, there is a permissions error. I have granted full control to everyone (chmod 777 -R) just to see if that would resolve the issue. Has anyone experienced this? Thanks, Rocket audit(11198815963.960:0): avc: denied { getattr } for pid=3860 exe/usr/sbin/httpd path=/var/rt/html/index.html dev=sda3 ino=870624 scortext=root:system_r:httpd_t tconext=system_u:object_r:var_t tclass=file 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 Ahalya_Nathan at mudnebr.com Mon Jun 27 10:54:20 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Mon, 27 Jun 2005 09:54:20 -0500 Subject: [rt-users] Issue while creating a ticket In-Reply-To: <42C00B7C.4080901@west.nl> Message-ID: Hi all, I am getting this error while creating a ticket. Has anyone faced such a problem till now? [Mon Jun 27 14:27:31 2005] [warning]: DBD::Oracle::st execute failed: ORA-00001: unique constraint (RT.TICKETS_KEY) violated (DBD ERROR: OCIStmtExecute) [for Statement "INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, id, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)" with ParamValues: :p5='91', :p12='3919', :p8='2005-06-27 14:27:31', :p14='1970-01-01 00:00:00', :p10='99', :p13='3919', :p16='91', :p2='54', :p3='1970-01-01 00:00:00', :p6='1970-01-01 00:00:00', :p15='2005-06-27 14:27:31', :p1='new', :p7='150', :p17='2005-06-28 14:27:31', :p4='ticket', :p9='Test', :p11='3919'] at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480, line 105. (/usr/local/rt/lib/RT.pm:277) [Mon Jun 27 14:27:31 2005] [warning]: RT::Handle=HASH(0xacb2a50) couldn't execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, id, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494, line 105. (/usr/local/rt/lib/RT.pm:277) [Mon Jun 27 14:27:31 2005] [crit]: Couldn't create a ticket: Object could not be created (/usr/local/rt/lib/RT/Ticket_Overlay.pm:590) 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 tmaciak at ci.grand-rapids.mi.us Mon Jun 27 11:20:18 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Mon, 27 Jun 2005 11:20:18 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <221C759285B78647AEE6181FD6AF36A711064781@bambi.grand-rapids.mi.us> Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 rainer at ultra-secure.de Mon Jun 27 11:34:10 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Mon, 27 Jun 2005 17:34:10 +0200 Subject: [rt-users] mod_perl2 compatibility In-Reply-To: <42BF551F.2040105@bestpractical.com> References: <4A99171B-057F-440C-852E-4BEC18F5EFC8@lqgraphics.com> <42BF551F.2040105@bestpractical.com> Message-ID: <42C01C72.8050304@ultra-secure.de> Phil Homewood 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. > > > What's ambiguous about it as it stands? > >> Right now here is the information in the installation guide (search >> this page for 'BIG WARNING'): >> >> http://wiki.bestpractical.com/index.cgi?ManualInstallation > > > That says the same thing that README tells you -- mod_perl2 is not > recommended. Or at least that's how I read it. If someone thinks it's > unclear and can provide better wording, please have a go... > The problem is (IMO) on layer 8 (user). People (probably, sometimes) think: "What? MP2 not 'supported'? WTF, MP1 is soo old and only for wimps - who uses a version-1 when a version-2 is available? I'll try anyway and have the mailinglist-people help me fix it." At least, that's what I thought (minus the thing about pestering the ML - I usually know when it's my fault). Until very recently, it seemed to work pretty well. "Recentyl" being pre-3.4.2 ... Similar things could probably said about people struggling with various PERL-odities of their Linux-distributions, though the recommendations (or warnings) are even less explicit. But the things is: there's really no "bullet-proof" way to install RT. While I never have problems installing it on FreeBSD (I'm quite often tempted to suggest learning FreeBSD instead of wrestling for hours with whatever the poor soul is trying to use at that moment), someone with less insight might just completely hose his system. The same goes for _insert_your_fine_distro_here . That said, an entry like...: "Q: Will MP2 work for me?" "A: If you have to ask, it's probably not" ...might push those uncertain users over the line to MP1 ;-) Perhaps the wording is so vague as not to discriminate anybody? cheers, Rainer From sturner at MIT.EDU Mon Jun 27 12:02:13 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 27 Jun 2005 12:02:13 -0400 Subject: [rt-users] Issue while creating a ticket In-Reply-To: References: <42C00B7C.4080901@west.nl> Message-ID: <6.2.1.2.2.20050627113603.02cfaa10@po14.mit.edu> At Monday 6/27/2005 10:54 AM, Ahalya_Nathan at mudnebr.com wrote: >Hi all, >I am getting this error while creating a ticket. Has anyone faced such a >problem till now? > >[Mon Jun 27 14:27:31 2005] [warning]: DBD::Oracle::st execute failed: >ORA-00001: unique constraint (RT.TICKETS_KEY) violated (DBD ERROR: >OCIStmtExecute) [for Statement "INSERT INTO Tickets Ahalya, Sounds like your sequences are messed up - the sequence that's used to generate ticket ids needs to be set higher than the highest existing ticket id. Also, if you have this problem on the tickets table it's very possible you have it on other tables too - you should chekc. Steve From sturner at MIT.EDU Mon Jun 27 12:04:31 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 27 Jun 2005 12:04:31 -0400 Subject: [rt-users] SendEmail.pm troubles In-Reply-To: <221C759285B78647AEE6181FD6AF36A711064781@bambi.grand-rapid s.mi.us> References: <221C759285B78647AEE6181FD6AF36A711064781@bambi.grand-rapids.mi.us> Message-ID: <6.2.1.2.2.20050627120307.02d0dac0@po14.mit.edu> At Monday 6/27/2005 11:20 AM, Maciak, TJ wrote: >Anyone else have problems with the "Reply to Requestor" functionality (or >adding an email address in CC: or BCC: fields?). >No email gets sent and my log looks like this: >It finds Scrip #6 (which is the one that sends to Requestor) but it does >not find the requestor address and if I type in a CC or BCC these items >also never get found. > >Any help, tips, ideas would be very appreciated. Can you list all the scrips you have - global and for the queue? Also - are you the requestor on this ticket? Steve From phil.labonte at transcore.com Mon Jun 27 12:02:25 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 27 Jun 2005 12:02:25 -0400 Subject: [rt-users] is it possible to hide the Return Path in email? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761E44@torex1.tcore.com> I am using RT and it works great. The only thing that I cannot figure out how to do it hide the Return Path in the emails. So that the server name that RT is running on is not sent out to customers? Is this possible? I have changed the Reply-To to be something else and that works... The problem is that when customers SPAM filters are blocking the email they have to open up to email that comes from apache at myservername.hostname.com I do not want to send out the server name of RT... Phil From phil.labonte at transcore.com Mon Jun 27 12:15:14 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 27 Jun 2005 12:15:14 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761E4D@torex1.tcore.com> I have the same problem _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maciak, TJ Sent: Monday, June 27, 2005 11:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SendEmail.pm troubles Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 subs-rt.users.bestpractical.com at rz.xs4all.nl Mon Jun 27 11:42:27 2005 From: subs-rt.users.bestpractical.com at rz.xs4all.nl (Rejo Zenger) Date: Mon, 27 Jun 2005 17:42:27 +0200 Subject: [rt-users] no outgoing mail from external correspondence Message-ID: <20050627154227.GC12217@rz.xs4all.nl> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hi, 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". I can think of two approaches: 1. Removing or changing the (built-in) scrips responsible for sending out mail and make sure the update status feature remains intact. 2. Change the way external e-mail is inserted into RT, instead of using "correspondence", change to "comment". This needs an additional script, that will change the status if needed. Which way would be the best (and/or eassiest) way? Thank you in advance for your help... - -- Rejo Zenger - http://rejo.zenger.nl - PGP 0x75FC50F3 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.2 (GNU/Linux) iD8DBQFCwB5jHa9Q5nX8UPMRApMdAKDfcpg0jPv+khCdN3OawTASRDuFLwCeI6MA l83HdCf/lnOSH36EwkRH4Xs= =NKo+ -----END PGP SIGNATURE----- From phil.labonte at transcore.com Mon Jun 27 12:17:34 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 27 Jun 2005 12:17:34 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761E4F@torex1.tcore.com> And by the way I have all the standard scripts, no custom script installed. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Stephen Turner Sent: Monday, June 27, 2005 12:05 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: Re: [rt-users] SendEmail.pm troubles At Monday 6/27/2005 11:20 AM, Maciak, TJ wrote: >Anyone else have problems with the "Reply to Requestor" functionality (or >adding an email address in CC: or BCC: fields?). >No email gets sent and my log looks like this: >It finds Scrip #6 (which is the one that sends to Requestor) but it does >not find the requestor address and if I type in a CC or BCC these items >also never get found. > >Any help, tips, ideas would be very appreciated. Can you list all the scrips you have - global and for the queue? Also - are you the requestor on this ticket? Steve _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From phil.labonte at transcore.com Mon Jun 27 12:27:00 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 27 Jun 2005 12:27:00 -0400 Subject: [rt-users] is it possible to hide the Return Path in email? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761E52@torex1.tcore.com> No that only hides the web url... I am taking about in the email headers... if you look other than Reply-To there is a Return Path which lists that actual user name and server name that RT is run on... I think this has to do with sendmail but I am not sure how to stop it from happening... -----Original Message----- From: Brookes, Iris [mailto:Iris.Brookes at tdsecurities.com] Sent: Monday, June 27, 2005 12:23 PM To: Labonte, Phil Subject: RE: [rt-users] is it possible to hide the Return Path in email? By removing "{$RT::WebURL}" from your templates the URL will not be part of your outgoing email. The only problem this will create is for your internal users .... they will have to login and manually search for this ticket id. Iris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Labonte, Phil Sent: Monday, June 27, 2005 12:02 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] is it possible to hide the Return Path in email? I am using RT and it works great. The only thing that I cannot figure out how to do it hide the Return Path in the emails. So that the server name that RT is running on is not sent out to customers? Is this possible? I have changed the Reply-To to be something else and that works... The problem is that when customers SPAM filters are blocking the email they have to open up to email that comes from apache at myservername.hostname.com I do not want to send out the server name of RT... 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 Iris.Brookes at tdsecurities.com Mon Jun 27 13:07:38 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Mon, 27 Jun 2005 13:07:38 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: I have the same problem. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Labonte, Phil Sent: Monday, June 27, 2005 12:15 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles I have the same problem _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Maciak, TJ Sent: Monday, June 27, 2005 11:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SendEmail.pm troubles Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-5.9.12495554572168 at example.com> #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-5.9.12495554572168 at example.com> No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-6.12.2683551134008 at example.com> #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-6.12.2683551134008 at example.com> No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-7.4.03791924549544 at example.com> #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-7.4.03791924549544 at example.com> No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 Mon Jun 27 13:11:05 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Mon, 27 Jun 2005 13:11:05 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <221C759285B78647AEE6181FD6AF36A7110647F6@bambi.grand-rapids.mi.us> I have all of the "standard" Global scrips as well. Current Scrips: (Check box to delete) (no value) On Correspond Open Tickets with template Blank (no value) On Owner Change Notify Owner with template Transaction (no value) On Create Autoreply To Requestors with template Autoreply (no value) On Create Notify AdminCcs with template Transaction (no value) On Correspond Notify AdminCcs with template Admin Correspondence (no value) On Correspond Notify Requestors and Ccs with template Correspondence (no value) On Correspond Notify Other Recipients with template Correspondence (no value) On Comment Notify AdminCcs as Comment with template Admin Comment (no value) On Comment Notify Other Recipients as Comment with template Correspondence (no value) On Resolve Notify Requestors with template Resolved I have not made any custom scrips or edited any of these scrips. This particular example I was the requestor also, however last week I did some testing on the system and I tried this With someone else being the requestor (myself doing the reply) and it did not work either. Email does get sent out on Create ticket, resolve ticket etc. I am using RT v3.4.2 T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Stephen Turner [mailto:sturner at MIT.EDU] Sent: Monday, June 27, 2005 12:05 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: Re: [rt-users] SendEmail.pm troubles At Monday 6/27/2005 11:20 AM, Maciak, TJ wrote: >Anyone else have problems with the "Reply to Requestor" functionality >(or adding an email address in CC: or BCC: fields?). >No email gets sent and my log looks like this: >It finds Scrip #6 (which is the one that sends to Requestor) but it >does not find the requestor address and if I type in a CC or BCC these >items also never get found. > >Any help, tips, ideas would be very appreciated. Can you list all the scrips you have - global and for the queue? Also - are you the requestor on this ticket? Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Mon Jun 27 16:19:26 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Mon, 27 Jun 2005 16:19:26 -0400 Subject: [rt-users] CC emails? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501761EA8@torex1.tcore.com> When and email is processed by RT where there are people listed in the CC... If we want to reply to all the users from the original email is this possible? It seems like it should be but none of them are listed in the email section? Anyone else get this behaviour? From Mike.Dwyer at globalpay.com Mon Jun 27 16:20:57 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Mon, 27 Jun 2005 16:20:57 -0400 Subject: [rt-users] email: Autoreply works, all others don't seem to be Message-ID: <268A832CA8A26B498920E123E94F49740677FC6B@AT1EX-CL2.corp.globalpay.com> A ticket gets sent in, and response is received. This works. In RT .... a ticket is opened, "Update type" set to "Reply to requestors", message is written, "Upate Ticket" is selected. Results: "RT_System - Outgoing email recorded ", butno message is ever delivered. Any ideas? /mike From Mike.Dwyer at globalpay.com Mon Jun 27 16:39:40 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Mon, 27 Jun 2005 16:39:40 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <268A832CA8A26B498920E123E94F49740677FCAC@AT1EX-CL2.corp.globalpay.com> I too have the same problem. In fact I just posted an email to this group. Which log (location) are you looking at? /mike _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 11:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SendEmail.pm troubles Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 Mon Jun 27 16:43:45 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Mon, 27 Jun 2005 16:43:45 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <221C759285B78647AEE6181FD6AF36A71106491E@bambi.grand-rapids.mi.us> My RT log is located: /opt/rt3/var/log and the name rt.log This is the "default" log however it can be changed inside the RT_SiteConfig.pm if you have chosen to do such a thing. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _____ From: Dwyer, Mike # ATLANTA [mailto:Mike.Dwyer at globalpay.com] Sent: Monday, June 27, 2005 4:40 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles I too have the same problem. In fact I just posted an email to this group. Which log (location) are you looking at? /mike _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 11:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SendEmail.pm troubles Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 Mike.Dwyer at globalpay.com Mon Jun 27 16:54:28 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Mon, 27 Jun 2005 16:54:28 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <268A832CA8A26B498920E123E94F49740677FCE5@AT1EX-CL2.corp.globalpay.com> exact same issue: "No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) " _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 4:44 PM To: Dwyer, Mike # ATLANTA Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles My RT log is located: /opt/rt3/var/log and the name rt.log This is the "default" log however it can be changed inside the RT_SiteConfig.pm if you have chosen to do such a thing. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _____ From: Dwyer, Mike # ATLANTA [mailto:Mike.Dwyer at globalpay.com] Sent: Monday, June 27, 2005 4:40 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles I too have the same problem. In fact I just posted an email to this group. Which log (location) are you looking at? /mike _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 11:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SendEmail.pm troubles Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 Mike.Dwyer at globalpay.com Mon Jun 27 17:04:39 2005 From: Mike.Dwyer at globalpay.com (Dwyer, Mike # ATLANTA) Date: Mon, 27 Jun 2005 17:04:39 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <268A832CA8A26B498920E123E94F49740677FD0C@AT1EX-CL2.corp.globalpay.com> I found this issue in the rt archive. Is this the same thing? I really don't understand what a watcher is if it's not just a person who would be in the loop (watch) a given que. And why someone would have to be listed as a "watcher" for any email response (other then the initial one) is beyond me. I will test ...... On 19 Mar 2002, Marc Beyer wrote: > I've got rt 2.0.11 up and running, it is accepting emails, creating > tickets and responding to ticket creation via email (as configured). But > after the initial confirmation to the requestor it will not send out any > more emails either to Cc's or requestors. I've tried both responding > manually (via the web interface) and having it automatically respond to > an event via a scrip, neither works. The error log shows: You need to apply Watchers to the Queues, otherwise no-one is listed as receiving the 'regular' mails to the queue. _____ From: Dwyer, Mike # ATLANTA Sent: Monday, June 27, 2005 4:54 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles exact same issue: "No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) " _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 4:44 PM To: Dwyer, Mike # ATLANTA Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles My RT log is located: /opt/rt3/var/log and the name rt.log This is the "default" log however it can be changed inside the RT_SiteConfig.pm if you have chosen to do such a thing. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _____ From: Dwyer, Mike # ATLANTA [mailto:Mike.Dwyer at globalpay.com] Sent: Monday, June 27, 2005 4:40 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles I too have the same problem. In fact I just posted an email to this group. Which log (location) are you looking at? /mike _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 11:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SendEmail.pm troubles Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 Iris.Brookes at tdsecurities.com Mon Jun 27 17:10:57 2005 From: Iris.Brookes at tdsecurities.com (Brookes, Iris) Date: Mon, 27 Jun 2005 17:10:57 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: If this is the case, what is the purpose of creating a global scrip to set the AdminCC???? -> see: http://wiki.bestpractical.com/index.cgi?AddAdminCc Iris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Dwyer, Mike # ATLANTA Sent: Monday, June 27, 2005 5:05 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles I found this issue in the rt archive. Is this the same thing? I really don't understand what a watcher is if it's not just a person who would be in the loop (watch) a given que. And why someone would have to be listed as a "watcher" for any email response (other then the initial one) is beyond me. I will test ...... On 19 Mar 2002, Marc Beyer wrote: > I've got rt 2.0.11 up and running, it is accepting emails, creating > tickets and responding to ticket creation via email (as configured). But > after the initial confirmation to the requestor it will not send out any > more emails either to Cc's or requestors. I've tried both responding > manually (via the web interface) and having it automatically respond to > an event via a scrip, neither works. The error log shows: You need to apply Watchers to the Queues, otherwise no-one is listed as receiving the 'regular' mails to the queue. _____ From: Dwyer, Mike # ATLANTA Sent: Monday, June 27, 2005 4:54 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles exact same issue: "No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) " _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 4:44 PM To: Dwyer, Mike # ATLANTA Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles My RT log is located: /opt/rt3/var/log and the name rt.log This is the "default" log however it can be changed inside the RT_SiteConfig.pm if you have chosen to do such a thing. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _____ From: Dwyer, Mike # ATLANTA [mailto:Mike.Dwyer at globalpay.com] Sent: Monday, June 27, 2005 4:40 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles I too have the same problem. In fact I just posted an email to this group. Which log (location) are you looking at? /mike _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 11:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SendEmail.pm troubles Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-5.9.12495554572168 at example.com> #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-5.9.12495554572168 at example.com> No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-6.12.2683551134008 at example.com> #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-6.12.2683551134008 at example.com> No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-7.4.03791924549544 at example.com> #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: < rt-3.4.2-27-446-7.4.03791924549544 at example.com> No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 ghenry at suretecsystems.com Mon Jun 27 16:46:28 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Mon, 27 Jun 2005 21:46:28 +0100 Subject: [rt-users] email: Autoreply works, all others don't seem to be In-Reply-To: <268A832CA8A26B498920E123E94F49740677FC6B@AT1EX-CL2.corp.globalpay.com> References: <268A832CA8A26B498920E123E94F49740677FC6B@AT1EX-CL2.corp.globalpay.com> Message-ID: <200506272146.28281.ghenry@suretecsystems.com> On Monday 27 Jun 2005 21:20, Dwyer, Mike # ATLANTA wrote: > A ticket gets sent in, and response is received. This works. > > In RT .... a ticket is opened, "Update type" set to "Reply to > requestors", message is written, "Upate Ticket" is selected. Results: > "RT_System - Outgoing email recorded ", butno message is ever delivered. Are the from and to e-mail addresses the same? > > > Any ideas? > > /mike > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com -- Kind Regards, Gavin Henry. Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From fmml at cedval.org Mon Jun 27 17:46:24 2005 From: fmml at cedval.org (Francois Meehan) Date: Mon, 27 Jun 2005 17:46:24 -0400 (EDT) Subject: [rt-users] Disable notifications to the listed recipients- Problems Message-ID: <4447.192.168.41.20.1119908784.squirrel@whoami7.cedval.org> Hi all, I have merged two tickets. Since, when making a reply and select the "disable notifications to the listed recipients" option for a particular individual (that came from the second ticket), reply are sent to that person anyway... That got me into a bit of trouble :-) Is this a known bug? Fran?ois Random Thought: --------------- Our dilemma is that we hate change and love it at the same time; what we really want is for things to remain the same but get better. - Sydney J. Harris, 1917 - 1986 From ghenry at suretecsystems.com Mon Jun 27 19:42:27 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Tue, 28 Jun 2005 00:42:27 +0100 Subject: [rt-users] Theming and permission? Message-ID: <200506280042.28106.ghenry@suretecsystems.com> Hi, Is it allowed to remove all mention of RT, version number and Best Practical on the login page? Just for branding really, not a big issue. -- Kind Regards, Gavin Henry. Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From jesse at bestpractical.com Mon Jun 27 20:07:15 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 27 Jun 2005 20:07:15 -0400 Subject: [rt-users] Theming and permission? In-Reply-To: <200506280042.28106.ghenry@suretecsystems.com> References: <200506280042.28106.ghenry@suretecsystems.com> Message-ID: <20050628000715.GB17855@bestpractical.com> > Hi, > > Is it allowed to remove all mention of RT, version number and Best Practical > on the login page? Removing Copyright notices and links to the license is pretty much off-limits. (Though if your lawyers believe it's legal after analyzing the GPL, I'd be interested to see that in writing.) Removing the Best Practical logo is more of a local decision. > Just for branding really, not a big issue. > > -- > Kind Regards, > > Gavin Henry. > Open Source. Open Solutions(tm). > > http://www.suretecsystems.com/ Given Suretec's model and positioning, I'm a bit surprised that this would come up. Best, Jesse -- From sparrill at uwyo.edu Mon Jun 27 16:30:11 2005 From: sparrill at uwyo.edu (Scott Parrill) Date: Mon, 27 Jun 2005 14:30:11 -0600 Subject: [rt-users] No owner notification when owner assigned at ticket creation. Message-ID: <42C061D3.3030805@uwyo.edu> An HTML attachment was scrubbed... URL: From cartera at lei.net.au Mon Jun 27 21:13:04 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 28 Jun 2005 11:13:04 +1000 Subject: [rt-users] Disable notifications to the listed recipients- Problems In-Reply-To: <4447.192.168.41.20.1119908784.squirrel@whoami7.cedval.org> References: <4447.192.168.41.20.1119908784.squirrel@whoami7.cedval.org> Message-ID: <42C0A420.6020705@lei.net.au> I've seen it occur on Non merged tickets too. It seems a def. bug. Im on RT 3.4.2/Debian-Sarge/Apache2-FCGI. See a note from one of my engineers: I sent a test to support from netsXXXXXtest at hotmail.com, which I took. I added ryan at netsXXXX.com.au (as it's not in RT) to the requestors list and I sent 3 tests: The first had ryan and netspeedtest unticked, The second had netspeedtest ticked and ryan unticked The third had netspeedtest unticked and ryan ticked Ryan received all three tests as did the netspeedtest. Below is the area I am talking about: *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 ? *To*: netsXXXXtest at hotmail.com ? *To*: ryan at netsXXXX.com.au On Correspond Notify Other Recipients with template Correspondence If this doesn't make any sense please let me know. / / - Shane Francois Meehan wrote: >Hi all, > >I have merged two tickets. Since, when making a reply and select the >"disable notifications to the listed recipients" option for a particular >individual (that came from the second ticket), reply are sent to that >person anyway... > >That got me into a bit of trouble :-) > >Is this a known bug? > >Fran?ois > > >Random Thought: >--------------- >Our dilemma is that we hate change and love it at the same time; what we really want is for things to remain the same but get better. - Sydney J. Harris, 1917 - 1986 >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghenry at suretecsystems.com Tue Jun 28 03:56:25 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Tue, 28 Jun 2005 08:56:25 +0100 Subject: [rt-users] Theming and permission? In-Reply-To: <20050628000715.GB17855@bestpractical.com> References: <200506280042.28106.ghenry@suretecsystems.com> <20050628000715.GB17855@bestpractical.com> Message-ID: <200506280856.26288.ghenry@suretecsystems.com> On Tuesday 28 Jun 2005 01:07, you wrote: > > Hi, > > > > Is it allowed to remove all mention of RT, version number and Best > > Practical on the login page? > > Removing Copyright notices and links to the license is pretty much > off-limits. (Though if your lawyers believe it's legal after analyzing > the GPL, I'd be interested to see that in writing.) Many apologies, this is not how I intended my e-mail to be interpreted. I am fully aware of the GPL and Copyright, but It's not like I would be remove these notices on every file, just the front page. It would not be hidden that it's RT either, in fact I promote it as much as I can, it's purely branding for the front page. > > Removing the Best Practical logo is more of a local decision. Agreed. > > > Just for branding really, not a big issue. > > > > -- > > Kind Regards, > > > > Gavin Henry. > > Open Source. Open Solutions(tm). > > > > http://www.suretecsystems.com/ > > Given Suretec's model and positioning, I'm a bit surprised that this > would come up. I think it's a fair point. This is done with Mambo everyday, if you "view-source" it still says Mambo. I say again, all licensing and copyright stands, it just for branding. This is what the front page currently looks like: http://support.suretecsystems.com/rt/ Is this acceptable? > > > Best, > Jesse -- Kind Regards, Gavin Henry. Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From Ruslan.Zakirov at miet.ru Tue Jun 28 07:07:25 2005 From: Ruslan.Zakirov at miet.ru (Ruslan Zakirov) Date: Tue, 28 Jun 2005 17:07:25 +0600 Subject: [rt-users] OT: Wheres Ruslan?? In-Reply-To: <42BFAC08.4040702@lei.net.au> References: <42BFAC08.4040702@lei.net.au> Message-ID: <42C12F6D.7080400@miet.ru> Adrian Carter ?????: > Hey, I've had a few queries pending and also usually eager to read > Ruslans tips.. but his been AWOL for a week or so! > > I hope his just having a holiday or busy and nothing more ill has > happened... > > yeah, I'm mostly offline until 4 july. From bestpractical at jon.limedaley.com Tue Jun 28 06:55:28 2005 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Tue, 28 Jun 2005 06:55:28 -0400 (EDT) Subject: [rt-users] Disable notifications to the listed recipients- Problems In-Reply-To: <42C0A420.6020705@lei.net.au> References: <4447.192.168.41.20.1119908784.squirrel@whoami7.cedval.org> <42C0A420.6020705@lei.net.au> Message-ID: I have only been using RT for a little while, so perhaps I am off, but when you say you are "checking the boxes", are you checking the boxes below the "this message will be sent to..."? And then not click the related "save changes" button? I would agree that the message is confusing, but I don't believe when you click "update ticket" above, it saves the values below. The way I understand it, if you want to permanently affect who gets the messages, you tick the boxes, and hit "save changes". If you want to just affect who gets the current message, you adjust the fields at the top, "comments (not sent to requestors)", CC, BCC, etc, and these changes only affect the current message. On Tue, 28 Jun 2005, Adrian Carter wrote: > I've seen it occur on Non merged tickets too. It seems a def. bug. Im on RT > 3.4.2/Debian-Sarge/Apache2-FCGI. > > See a note from one of my engineers: > > I sent a test to support from netsXXXXXtest at hotmail.com, which I took. I > added ryan at netsXXXX.com.au (as it's not in RT) > to the requestors list and I sent 3 tests: > > > > The first had ryan and netspeedtest unticked, > > The second had netspeedtest ticked and ryan unticked > > The third had netspeedtest unticked and ryan ticked > > > > Ryan received all three tests as did the netspeedtest. > > > > Below is the area I am talking about: > > > > > *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 > > ? *To*: netsXXXXtest at hotmail.com > > ? *To*: ryan at netsXXXX.com.au > > > On Correspond Notify Other Recipients with template Correspondence > > If this doesn't make any sense please let me know. > > / / > > - Shane > > Francois Meehan wrote: >> I have merged two tickets. Since, when making a reply and select the >> "disable notifications to the listed recipients" option for a particular >> individual (that came from the second ticket), reply are sent to that >> person anyway... >> >> That got me into a bit of trouble :-) >> >> Is this a known bug? From msroest at gmail.com Tue Jun 28 09:24:14 2005 From: msroest at gmail.com (Mike Roest) Date: Tue, 28 Jun 2005 07:24:14 -0600 Subject: [rt-users] No owner notification when owner assigned at ticket creation. In-Reply-To: <42C061D3.3030805@uwyo.edu> References: <42C061D3.3030805@uwyo.edu> Message-ID: <5f1076740506280624658ae756@mail.gmail.com> I had to add a new scrip to get owner's notified on create. Condition: On Create Action: Notify Owner Template: Global Template: Transaction Stage: Transaction Create >From what I could see the default scrips don't notify the owner if the owner is assigned on creation of the ticket. On 6/27/05, Scott Parrill wrote: > I am having problems with RT 3.4.1 in that if an owner is assigned to a > ticket when the ticket is created, no notification is sent to the owner. > The notification is sent to the requester however. > > If the ticket already exists and the owner is changed, notification is > correctly sent to the owner. > > I am using the default scrips for notification of owner change and > notification to the requester for ticket creation and both are executing on > the default of TransactionCreate. > > Is this possibly a problem with the order the scrips are executing and is > there a way to specify the execution order of scrips? > > Thanks, > Scott > > -- > ________________________________ > > Scott Parrill | When the legends die, the dreams end. > Area Technology & Communications Manager | When the dreams end, there is no > more greatness. > Wyoming GISciences Center | > > University of Wyoming | > > Laramie, WY 82071 | When the Legends Die > PH: (307)766-2524 FAX: (307)766-2744 | Hal > Bowland > sparrill at uwyo.edu | > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > -- Mike http://www.blahz.org/ From sturner at MIT.EDU Tue Jun 28 10:08:28 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 28 Jun 2005 10:08:28 -0400 Subject: [rt-users] Issue while creating a ticket In-Reply-To: References: <6.2.1.2.2.20050627144010.02d91f58@po14.mit.edu> Message-ID: <6.2.1.2.2.20050628100252.02d552e8@po14.mit.edu> At Monday 6/27/2005 03:27 PM, Ahalya_Nathan at mudnebr.com wrote: >The data in the development environment was copied from the production >environment using simple Oracle export/import. The DBA , first truncated >the tables (zeroed them out) then imported with an export file from the RT >system in the production environment. Does this create a problem? Yes - the sequence is used to generate the primary keys, so must be at least as high as the highest existing primary key value. So if after the import, the highest ticket number is 2000, your sequence must be set to yield at least 2001 the next time it's used. And as I mentioned before, there are other tables whose sequences must also be set - look in the Oracle schema creation file to find what they are. Did you ask your DBA about this? She/he should be able to get all this straightened out fairly easily. Steve >Regards, >Ahalya Nathan >Senior Programmer / Analyst >Information Technology, Metropolitan Utilities District >(402) 449-8218 phone >(402) 449-8131 fax >ahalya_nathan at mudnebr.com > > >Stephen Turner > >06/27/2005 01:41 PM >To >Ahalya_Nathan at mudnebr.com >cc >Subject >Re: [rt-users] Issue while creating a ticket > > > > > > >At Monday 6/27/2005 01:33 PM, Ahalya_Nathan at mudnebr.com wrote: > > >Steve, > >"the sequence that's used to generate ticket ids needs to be set higher > >than the highest existing ticket id". > >Do you have to set that in the database or is it handled programatically > >in RT? > > >You have to set it in the database. Did you load data from a migration >script or some other bulk-load method? That might account for how ticket >numbers aren't synchronized with the sequence. > >Steve > Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From tmaciak at ci.grand-rapids.mi.us Tue Jun 28 11:02:17 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Tue, 28 Jun 2005 11:02:17 -0400 Subject: [rt-users] SendEmail.pm troubles Message-ID: <221C759285B78647AEE6181FD6AF36A711064AC5@bambi.grand-rapids.mi.us> Seems like the replies are working but it will only reply to a requestor that is not the same as the technician logged into RT. In other words, I login as myself (tmaciak) and make a reply to a ticket. As long as the requestor is somebody other than (tmaciak) it appears to send the reply to the requestors email address. Is this the same behavior for you too? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _____ From: Brookes, Iris [mailto:Iris.Brookes at tdsecurities.com] Sent: Monday, June 27, 2005 5:11 PM To: Dwyer, Mike # ATLANTA; Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles If this is the case, what is the purpose of creating a global scrip to set the AdminCC???? -> see: http://wiki.bestpractical.com/index.cgi?AddAdminCc Iris -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Dwyer, Mike # ATLANTA Sent: Monday, June 27, 2005 5:05 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles I found this issue in the rt archive. Is this the same thing? I really don't understand what a watcher is if it's not just a person who would be in the loop (watch) a given que. And why someone would have to be listed as a "watcher" for any email response (other then the initial one) is beyond me. I will test ...... On 19 Mar 2002, Marc Beyer wrote: > I've got rt 2.0.11 up and running, it is accepting emails, creating > tickets and responding to ticket creation via email (as configured). But > after the initial confirmation to the requestor it will not send out any > more emails either to Cc's or requestors. I've tried both responding > manually (via the web interface) and having it automatically respond to > an event via a scrip, neither works. The error log shows: You need to apply Watchers to the Queues, otherwise no-one is listed as receiving the 'regular' mails to the queue. _____ From: Dwyer, Mike # ATLANTA Sent: Monday, June 27, 2005 4:54 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles exact same issue: "No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) " _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 4:44 PM To: Dwyer, Mike # ATLANTA Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles My RT log is located: /opt/rt3/var/log and the name rt.log This is the "default" log however it can be changed inside the RT_SiteConfig.pm if you have chosen to do such a thing. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _____ From: Dwyer, Mike # ATLANTA [mailto:Mike.Dwyer at globalpay.com] Sent: Monday, June 27, 2005 4:40 PM To: Maciak, TJ; rt-users at lists.bestpractical.com Subject: RE: [rt-users] SendEmail.pm troubles I too have the same problem. In fact I just posted an email to this group. Which log (location) are you looking at? /mike _____ From: Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] Sent: Monday, June 27, 2005 11:20 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] SendEmail.pm troubles Anyone else have problems with the "Reply to Requestor" functionality (or adding an email address in CC: or BCC: fields?). No email gets sent and my log looks like this: [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) [Mon Jun 27 14:12:09 2005] [info]: > #27/446 - Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Jun 27 14:12:09 2005] [info]: > No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) It finds Scrip #6 (which is the one that sends to Requestor) but it does not find the requestor address and if I type in a CC or BCC these items also never get found. Any help, tips, ideas would be very appreciated. 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 pieter at West.NL Tue Jun 28 11:04:21 2005 From: pieter at West.NL (Pieter van der Spek) Date: Tue, 28 Jun 2005 17:04:21 +0200 Subject: [rt-users] Installation of request-tracker3 on Debian Message-ID: <42C166F5.9050603@west.nl> I'm trying to install the request-tracker3 package on Debian Sarge using Apache2 and mod_perl. However in the apache error.log the following error appears: ---------------------- [Tue Jun 28 16:58:14 2005] [error] Undefined subroutine &RT::Interface::Web::NewApacheHandler called at /usr/share/request-tracker3/libexec/webmux.pl line 124.\nCompilation failed in require at (eval 194) line 1.\n [Tue Jun 28 16:58:14 2005] [error] Can't load Perl file: /usr/share/request-tracker3/libexec/webmux.pl for server 127.0.0.1:0, exiting... ---------------------- Does anyone have any idea on how to solve this? In the lib-directory the subroutine mentioned *is* available. Greetings, -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From cartera at lei.net.au Tue Jun 28 11:25:00 2005 From: cartera at lei.net.au (Adrian Carter) Date: Wed, 29 Jun 2005 01:25:00 +1000 Subject: [rt-users] Installation of request-tracker3 on Debian In-Reply-To: <42C166F5.9050603@west.nl> References: <42C166F5.9050603@west.nl> Message-ID: <42C16BCC.9020401@lei.net.au> I got it working after stuffing around... I also use FCGI for various reasons At a glance.. your suffering the problem of Perl libraries... check RT is instaled properly.. and that you dont have multiple perls installed... run webmux at the command line untill it executes cleanly... Pieter van der Spek wrote: >I'm trying to install the request-tracker3 package on Debian Sarge using Apache2 >and mod_perl. However in the apache error.log the following error appears: > >---------------------- >[Tue Jun 28 16:58:14 2005] [error] Undefined subroutine >&RT::Interface::Web::NewApacheHandler called at >/usr/share/request-tracker3/libexec/webmux.pl line >124.\nCompilation failed in require at (eval 194) line 1.\n >[Tue Jun 28 16:58:14 2005] [error] Can't load Perl file: >/usr/share/request-tracker3/libexec/webmux.pl for server 127.0.0.1:0, exiting... >---------------------- > >Does anyone have any idea on how to solve this? >In the lib-directory the subroutine mentioned *is* available. > >Greetings, > > -- 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 jesse at bestpractical.com Tue Jun 28 11:27:00 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 28 Jun 2005 11:27:00 -0400 Subject: [rt-users] Theming and permission? In-Reply-To: <200506280856.26288.ghenry@suretecsystems.com> References: <200506280042.28106.ghenry@suretecsystems.com> <20050628000715.GB17855@bestpractical.com> <200506280856.26288.ghenry@suretecsystems.com> Message-ID: <20050628152700.GK17855@bestpractical.com> > I say again, all licensing and copyright stands, it just for branding. > > This is what the front page currently looks like: > > http://support.suretecsystems.com/rt/ > > Is this acceptable? Absolutely. Best, Jesse From eichhorn at ponton-consulting.de Tue Jun 28 11:08:39 2005 From: eichhorn at ponton-consulting.de (=?UTF-8?Q?J=C3=B6rg_Eichhorn?=) Date: Tue, 28 Jun 2005 17:08:39 +0200 Subject: [rt-users] Comments about a user right Message-ID: <078C0DAE1DC07DED16CCF765@[192.168.200.77]> Hello, is it possible to give users or groups the right to edit only the comments about users, but not the other user variables? Thanks for help. J?rg Eichhorn From rblanco at ats-connection.com.br Tue Jun 28 11:49:48 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Tue, 28 Jun 2005 12:49:48 -0300 Subject: [rt-users] Restart the numbers of the tickets (RT) Message-ID: Good afternoon, Somebody would know if, is it possible and as I do to restart the numbers of the tickets in the base of data? Thank you if somebody answers -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Tue Jun 28 11:35:43 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 28 Jun 2005 08:35:43 -0700 Subject: [rt-users] SendEmail.pm troubles In-Reply-To: <221C759285B78647AEE6181FD6AF36A711064AC5@bambi.grand-rapids.mi.us> References: <221C759285B78647AEE6181FD6AF36A711064AC5@bambi.grand-rapids.mi.us> Message-ID: <42C16E4F.3020306@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 This is as expected. There is a configuration option $NotifyActor, when set to 0 email is not sent to the person performing an action. When set to 1, the person perfoming the action will receive email. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Maciak, TJ wrote: > Seems like the replies are working but it will only reply to a requestor > that is not the same as the technician logged into RT. > > In other words, I login as myself (tmaciak) and make a reply to a ticket. > > As long as the requestor is somebody other than (tmaciak) it appears to > send the reply to the requestors email address. > > Is this the same behavior for you too? > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > > ------------------------------------------------------------------------ > *From:* Brookes, Iris [mailto:Iris.Brookes at tdsecurities.com] > *Sent:* Monday, June 27, 2005 5:11 PM > *To:* Dwyer, Mike # ATLANTA; Maciak, TJ; rt-users at lists.bestpractical.com > *Subject:* RE: [rt-users] SendEmail.pm troubles > > If this is the case, what is the purpose of creating a global scrip to > set the AdminCC???? > -> see: http://wiki.bestpractical.com/index.cgi?AddAdminCc > > Iris > > -----Original Message----- > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]*On Behalf Of *Dwyer, > Mike # ATLANTA > *Sent:* Monday, June 27, 2005 5:05 PM > *To:* Maciak, TJ; rt-users at lists.bestpractical.com > *Subject:* RE: [rt-users] SendEmail.pm troubles > > I found this issue in the rt archive. Is this the same thing? I > really don't understand what a watcher is if it's not just a person > who would be in the loop (watch) a given que. And why someone would > have to be listed as a "watcher" for any email response (other then > the initial one) is beyond me. I will test ...... > > On 19 Mar 2002, Marc Beyer wrote: > >>/ I've got rt 2.0.11 up and running, it is accepting emails, creating > />/ tickets and responding to ticket creation via email (as configured). But > />/ after the initial confirmation to the requestor it will not send out any > />/ more emails either to Cc's or requestors. I've tried both responding > />/ manually (via the web interface) and having it automatically respond to > />/ an event via a scrip, neither works. The error log shows: > / > You need to apply Watchers to the Queues, otherwise no-one is listed as > receiving the 'regular' mails to the queue. > > > > ------------------------------------------------------------------------ > *From:* Dwyer, Mike # ATLANTA > *Sent:* Monday, June 27, 2005 4:54 PM > *To:* Maciak, TJ; rt-users at lists.bestpractical.com > *Subject:* RE: [rt-users] SendEmail.pm troubles > > exact same issue: "No recipients found. Not sending. > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) " > > > ------------------------------------------------------------------------ > *From:* Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] > *Sent:* Monday, June 27, 2005 4:44 PM > *To:* Dwyer, Mike # ATLANTA > *Cc:* rt-users at lists.bestpractical.com > *Subject:* RE: [rt-users] SendEmail.pm troubles > > My RT log is located: /opt/rt3/var/log and the name rt.log > This is the "default" log however it can be changed inside the > RT_SiteConfig.pm if you have chosen to do such a thing. > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > > ------------------------------------------------------------------------ > *From:* Dwyer, Mike # ATLANTA [mailto:Mike.Dwyer at globalpay.com] > *Sent:* Monday, June 27, 2005 4:40 PM > *To:* Maciak, TJ; rt-users at lists.bestpractical.com > *Subject:* RE: [rt-users] SendEmail.pm troubles > > I too have the same problem. In fact I just posted an email to this > group. > Which log (location) are you looking at? > > /mike > > > ------------------------------------------------------------------------ > *From:* Maciak, TJ [mailto:tmaciak at ci.grand-rapids.mi.us] > *Sent:* Monday, June 27, 2005 11:20 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] SendEmail.pm troubles > > Anyone else have problems with the "Reply to Requestor" > functionality (or adding an email address in CC: or BCC: fields?). > No email gets sent and my log looks like this: > > [Mon Jun 27 14:12:08 2005] [debug]: About to think about scrips for > transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:154) > [Mon Jun 27 14:12:08 2005] [debug]: About to prepare scrips for > transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:158) > [Mon Jun 27 14:12:08 2005] [debug]: Found 5 scrips > (/opt/rt3/lib/RT/Scrips_Overlay.pm:354) > [Mon Jun 27 14:12:09 2005] [debug]: About to commit scrips for > transaction #446 (/opt/rt3/lib/RT/Transaction_Overlay.pm:167) > [Mon Jun 27 14:12:09 2005] [info]: > > #27/446 - > Scrip 5 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) > [Mon Jun 27 14:12:09 2005] [info]: > > No > recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) > [Mon Jun 27 14:12:09 2005] [info]: > > #27/446 - > Scrip 6 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) > [Mon Jun 27 14:12:09 2005] [info]: > > No > recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) > [Mon Jun 27 14:12:09 2005] [info]: > > #27/446 - > Scrip 7 (/opt/rt3/lib/RT/Action/SendEmail.pm:235) > [Mon Jun 27 14:12:09 2005] [info]: > > No > recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:247) > > It finds Scrip #6 (which is the one that sends to Requestor) but it > does not find the requestor address and if I type in a CC or BCC > these items also never get found. > > Any help, tips, ideas would be very appreciated. > > Thanks, > > 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 iD8DBQFCwW5PgA0gpghkf88RArurAKCg9rbkHuJEBOaCFqZlmRsOHSd7fACfekA5 6vcsznhVju/jP8B2m0GmFb0= =SmWv -----END PGP SIGNATURE----- From david.doran at ladotek.com Tue Jun 28 12:16:40 2005 From: david.doran at ladotek.com (David Doran) Date: Tue, 28 Jun 2005 11:16:40 -0500 Subject: [rt-users] FC4 - You're almost there! Message-ID: <1EA215E8DA7A704FBE8C5F1F39010F6C232AC5@WASHINGTON.companybuilder.com> Please Reply! I'm getting the login page, but when I login, I'm redirected to the "You're almost there!" page. I understand it has to do with the fastcgi setup with apache. I've searched (http://lists.bestpractical.com/search.html) and read all the postings concerning the "You're almost there!" page, but none has helped. I've already went to www.fastcgi.com for help. Are there any log files that I can look at to see any errors to trouble-shoot? The "You're almost there!" page doesn't provide much information for trouble-shooting. Using Fedora Core 4 distrubution. # more /proc/version Linux version 2.6.11-1.1369_FC4smp (bhcompile at decompose.build.redhat.com) (gcc version 4.0.0 20050525 (Red Hat 4.0.0-9)) #1 SMP Thu Jun 2 23:08:39 EDT 2005 /etc/httpd/conf/httpd.conf LoadModule fastcgi_module modules/mod_fastcgi.so NameVirtualHost *:80 ServerName support.ladotek.com DocumentRoot /opt/rt3/share/html/ ErrorLog /var/log/httpd-rt-error.log CustomLog /var/log/httpd-rt.log common AddHandler fastcgi-script .fcgi Alias /rt/ /opt/rt3/share/html/ Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ Order allow,deny Allow from all SetHandler default-handler FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi RT_SiteConfig.pm Set($WebPath , "/rt"); Set($WebBaseURL , "http://support.ladotek.com:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); [Tue Jun 28 10:46:23 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Tue Jun 28 10:46:24 2005] [notice] Digest: generating secret for digest authentication ... [Tue Jun 28 10:46:24 2005] [notice] Digest: done [Tue Jun 28 10:46:24 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Tue Jun 28 10:46:24 2005] [notice] LDAP: SSL support unavailable [Tue Jun 28 10:46:24 2005] [notice] FastCGI: process manager initialized (pid 13318) [Tue Jun 28 10:46:24 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13319) [Tue Jun 28 10:46:24 2005] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Tue Jun 28 10:46:24 2005] [notice] Apache/2.0.54 (Fedora) configured -- resuming normal operations From ghenry at suretecsystems.com Tue Jun 28 12:31:18 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Tue, 28 Jun 2005 17:31:18 +0100 (BST) Subject: [rt-users] FC4 - You're almost there! In-Reply-To: <1EA215E8DA7A704FBE8C5F1F39010F6C232AC5@WASHINGTON.companybuilder.com> References: <1EA215E8DA7A704FBE8C5F1F39010F6C232AC5@WASHINGTON.companybuilder.com> Message-ID: <57892.193.195.148.66.1119976278.squirrel@webmail.suretecsystems.com> > Please Reply! OK ;-) I installed this two days ago on FC4 using: http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide and the went to (after following the above) http://wiki.bestpractical.com/index.cgi?ManualInstallation I just had some apache.apache permission errors, that was all. > > I'm getting the login page, but when I login, I'm redirected to the > "You're almost there!" page. I understand it has to do with the fastcgi > setup with apache. > I've searched (http://lists.bestpractical.com/search.html) and read all > the postings concerning the "You're almost there!" page, but none has > helped. What do these say: ErrorLog /var/log/httpd-rt-error.log CustomLog /var/log/httpd-rt.log common Standard httpd logs and log/messages and fastcgi logs? > > I've already went to www.fastcgi.com for help. > > Are there any log files that I can look at to see any errors to > trouble-shoot? The "You're almost there!" page doesn't provide much > information for trouble-shooting. > > Using Fedora Core 4 distrubution. > > # more /proc/version > Linux version 2.6.11-1.1369_FC4smp > (bhcompile at decompose.build.redhat.com) (gcc version 4.0.0 20050525 (Red > Hat 4.0.0-9)) #1 SMP Thu Jun 2 23:08:39 EDT 2005 > > /etc/httpd/conf/httpd.conf > LoadModule fastcgi_module modules/mod_fastcgi.so > NameVirtualHost *:80 > > ServerName support.ladotek.com > DocumentRoot /opt/rt3/share/html/ > ErrorLog /var/log/httpd-rt-error.log > CustomLog /var/log/httpd-rt.log common > AddHandler fastcgi-script .fcgi > Alias /rt/ /opt/rt3/share/html/ > Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > > Order allow,deny > Allow from all > > > SetHandler default-handler > > > FastCgiIpcDir /tmp > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > > RT_SiteConfig.pm > Set($WebPath , "/rt"); > Set($WebBaseURL , "http://support.ladotek.com:80"); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > > [Tue Jun 28 10:46:23 2005] [notice] suEXEC mechanism enabled (wrapper: > /usr/sbin/suexec) > [Tue Jun 28 10:46:24 2005] [notice] Digest: generating secret for digest > authentication ... > [Tue Jun 28 10:46:24 2005] [notice] Digest: done > [Tue Jun 28 10:46:24 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK > [Tue Jun 28 10:46:24 2005] [notice] LDAP: SSL support unavailable > [Tue Jun 28 10:46:24 2005] [notice] FastCGI: process manager initialized > (pid 13318) > [Tue Jun 28 10:46:24 2005] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 13319) > [Tue Jun 28 10:46:24 2005] [notice] mod_python: Creating 4 session > mutexes based on 256 max processes and 0 max threads. > [Tue Jun 28 10:46:24 2005] [notice] Apache/2.0.54 (Fedora) configured -- > resuming normal operations > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From vivek at khera.org Tue Jun 28 13:32:48 2005 From: vivek at khera.org (Vivek Khera) Date: Tue, 28 Jun 2005 13:32:48 -0400 Subject: [rt-users] Comments about a user right In-Reply-To: <078C0DAE1DC07DED16CCF765@[192.168.200.77]> References: <078C0DAE1DC07DED16CCF765@[192.168.200.77]> Message-ID: <693E3A16-9E66-46F3-A8DF-D4538BE556BF@khera.org> On Jun 28, 2005, at 11:08 AM, J?rg Eichhorn wrote: > is it possible to give users or groups the right to edit only the > comments about users, but not the other user variables? > i requested this feature back in the RT 2.x days. I don't believe it has been implemented yet. Vivek Khera, Ph.D. +1-301-869-4449 x806 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From Skrede at TWT.com Tue Jun 28 15:42:02 2005 From: Skrede at TWT.com (Skrede at TWT.com) Date: Tue, 28 Jun 2005 14:42:02 -0500 Subject: [rt-users] FC4 - You're almost there! Message-ID: I had a very similar problem with CenOS/RHEL 4. The problem ended up being a typo (and possibly a misconfiguration, but it works now so I'm not complaining). Going to "http://mysite.com/rt" gave me a login screen, after logging in I received the "You're almost there!" page. Going to "http://mysite.com/rt/" gave me a login screen where logging in actually worked. I also went through several versions of httpd.conf., here is my httpd.conf: LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi NameVirtualHost *:80 ServerAdmin root DocumentRoot /opt/rt3/share/html/ #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/ Hope this helps. david skrede skrede at twt.com ----- Forwarded by David Skrede/MSN/TWT on 06/28/2005 02:38 PM ----- "David Doran" Sent by: rt-users-bounces at lists.bestpractical.com 06/28/2005 11:16 AM To: cc: Subject: [rt-users] FC4 - You're almost there! Please Reply! I'm getting the login page, but when I login, I'm redirected to the "You're almost there!" page. I understand it has to do with the fastcgi setup with apache. I've searched (http://lists.bestpractical.com/search.html) and read all the postings concerning the "You're almost there!" page, but none has helped. I've already went to www.fastcgi.com for help. Are there any log files that I can look at to see any errors to trouble-shoot? The "You're almost there!" page doesn't provide much information for trouble-shooting. Using Fedora Core 4 distrubution. # more /proc/version Linux version 2.6.11-1.1369_FC4smp (bhcompile at decompose.build.redhat.com) (gcc version 4.0.0 20050525 (Red Hat 4.0.0-9)) #1 SMP Thu Jun 2 23:08:39 EDT 2005 /etc/httpd/conf/httpd.conf LoadModule fastcgi_module modules/mod_fastcgi.so NameVirtualHost *:80 ServerName support.ladotek.com DocumentRoot /opt/rt3/share/html/ ErrorLog /var/log/httpd-rt-error.log CustomLog /var/log/httpd-rt.log common AddHandler fastcgi-script .fcgi Alias /rt/ /opt/rt3/share/html/ Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ Order allow,deny Allow from all SetHandler default-handler FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi RT_SiteConfig.pm Set($WebPath , "/rt"); Set($WebBaseURL , "http://support.ladotek.com:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); [Tue Jun 28 10:46:23 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Tue Jun 28 10:46:24 2005] [notice] Digest: generating secret for digest authentication ... [Tue Jun 28 10:46:24 2005] [notice] Digest: done [Tue Jun 28 10:46:24 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Tue Jun 28 10:46:24 2005] [notice] LDAP: SSL support unavailable [Tue Jun 28 10:46:24 2005] [notice] FastCGI: process manager initialized (pid 13318) [Tue Jun 28 10:46:24 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13319) [Tue Jun 28 10:46:24 2005] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Tue Jun 28 10:46:24 2005] [notice] Apache/2.0.54 (Fedora) configured -- resuming normal operations _______________________________________________ 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 tmaciak at ci.grand-rapids.mi.us Tue Jun 28 15:41:56 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Tue, 28 Jun 2005 15:41:56 -0400 Subject: [rt-users] resolved ticket - comment/reply Message-ID: <221C759285B78647AEE6181FD6AF36A711064C4E@bambi.grand-rapids.mi.us> Is there a configuration to make it so a requestor can not "comment" or "reply" to a ticket that has been resolved? At the very least, is it possible to make it so the ticket status is not changed from resolved to open after a "reply" has been fielded? 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 lawmit at gmail.com Tue Jun 28 15:44:56 2005 From: lawmit at gmail.com (Law Mitchell) Date: Tue, 28 Jun 2005 14:44:56 -0500 Subject: [rt-users] rt2-to-rt3 postgres issue Message-ID: <1a43dbe705062812447f4d5071@mail.gmail.com> used rt-2.0-to-dumpfile on data from a rt2.0.15 system. then after a fresh install of rt3.4.2, i get the error below when i try to use dumpfile-to-rt-3.0 to import the dump of the 2.0.15 system. anyone know how to handle the error below?... Importing groups gggggggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqImporting tickets...t-1 [Tue Jun 28 18:48:10 2005] [crit]: Couldn't create a ticket: Internal Error: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type, Starts, id, LastUpdated, Subject, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: duplicate key violates unique constraint "tickets_pkey" (/opt/rt3/lib/RT/Ticket_Overlay.pm:590) Couldn't create ticket HASH(0x986c434) $VAR1 = { 'Status' => 'resolved', 'Queue' => 'kerberos-test', 'Started' => '2002-04-17 19:18:21+00', 'Starts' => '1970-01-01 00:00:00+00', '_RecordTransaction' => '0', 'id' => 1, 'LastUpdated' => '2003-02-06 00:01:26+00', 'Requestor' => [ 'xxx at yyy.net' ], 'Subject' => 'test from home', 'Creator' => '1896', 'Owner' => '1896', 'EffectiveId' => '1', 'LastUpdatedBy' => '2512', 'Resolved' => '2002-04-17 19:18:39+00', 'Created' => '2002-04-17 19:16:21+00', 'Due' => '2002-04-19 19:16:21+00' }; Couldn't create trans 1 $VAR1 = { 'Type' => 'Create', 'Ticket' => '1', 'Created' => '2002-04-17 19:16:22+00', 'id' => 1, 'Creator' => '1896', 'ActivateScrips' => '0' }; rt_mig at zoolo$ help much appreciated, mitchell From barnesaw at ucrwcu.rwc.uc.edu Tue Jun 28 15:58:01 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 28 Jun 2005 15:58:01 -0400 Subject: [rt-users] rt2-to-rt3 postgres issue In-Reply-To: <1a43dbe705062812447f4d5071@mail.gmail.com> References: <1a43dbe705062812447f4d5071@mail.gmail.com> Message-ID: <42C1ABC9.4040802@ucrwcu.rwc.uc.edu> Law Mitchell wrote: >used rt-2.0-to-dumpfile on data from a rt2.0.15 system. then after a >fresh install of rt3.4.2, i get the error below when i try to use >dumpfile-to-rt-3.0 to import the dump of the 2.0.15 system. >anyone know how to handle the error below?... >Importing groups >gggggggggggggrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrrqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqqImporting >tickets...t-1 >[Tue Jun 28 18:48:10 2005] [crit]: Couldn't create a ticket: Internal >Error: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue, >Started, Type, Starts, id, LastUpdated, Subject, Creator, Owner, >LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, >?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: duplicate key violates unique >constraint "tickets_pkey" > > Do the following, then re-import: # sbin/rt-setup-database --action drop # sbin/rt-setup-database --action init It sounds like you already have tickets in the database. > (/opt/rt3/lib/RT/Ticket_Overlay.pm:590) >Couldn't create ticket HASH(0x986c434) $VAR1 = { > 'Status' => 'resolved', > 'Queue' => 'kerberos-test', > 'Started' => '2002-04-17 19:18:21+00', > 'Starts' => '1970-01-01 00:00:00+00', > '_RecordTransaction' => '0', > 'id' => 1, > 'LastUpdated' => '2003-02-06 00:01:26+00', > 'Requestor' => [ > 'xxx at yyy.net' > ], > 'Subject' => 'test from home', > 'Creator' => '1896', > 'Owner' => '1896', > 'EffectiveId' => '1', > 'LastUpdatedBy' => '2512', > 'Resolved' => '2002-04-17 19:18:39+00', > 'Created' => '2002-04-17 19:16:21+00', > 'Due' => '2002-04-19 19:16:21+00' > }; >Couldn't create trans 1 >$VAR1 = { > 'Type' => 'Create', > 'Ticket' => '1', > 'Created' => '2002-04-17 19:16:22+00', > 'id' => 1, > 'Creator' => '1896', > 'ActivateScrips' => '0' > }; >rt_mig at zoolo$ > >help much appreciated, >mitchell >_______________________________________________ >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 ghenry at suretecsystems.com Tue Jun 28 16:25:15 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Tue, 28 Jun 2005 21:25:15 +0100 Subject: [rt-users] FC4 - You're almost there! In-Reply-To: <1EA215E8DA7A704FBE8C5F1F39010F6C6E3AF3@WASHINGTON.companybuilder.com> References: <1EA215E8DA7A704FBE8C5F1F39010F6C6E3AF3@WASHINGTON.companybuilder.com> Message-ID: <200506282125.16301.ghenry@suretecsystems.com> On Tuesday 28 Jun 2005 20:38, you wrote: > Can you please email me your httpd.conf file? I've copied this to the main list for others too. This is the whole httpd.conf. I've not changed a lot of defaults so it's not properly optimised (apache, that is): ServerTokens OS ServerRoot "/etc/httpd" PidFile run/httpd.pid Timeout 300 KeepAlive Off MaxKeepAliveRequests 100 KeepAliveTimeout 15 StartServers 8 MinSpareServers 5 MaxSpareServers 20 MaxClients 10 MaxRequestsPerChild 1000 StartServers 2 MaxClients 150 MinSpareThreads 25 MaxSpareThreads 75 ThreadsPerChild 25 MaxRequestsPerChild 0 NumServers 5 StartThreads 5 MinSpareThreads 5 MaxSpareThreads 10 MaxThreadsPerChild 20 MaxRequestsPerChild 0 Listen 80 LoadModule access_module modules/mod_access.so LoadModule auth_module modules/mod_auth.so LoadModule auth_anon_module modules/mod_auth_anon.so LoadModule auth_dbm_module modules/mod_auth_dbm.so LoadModule auth_digest_module modules/mod_auth_digest.so LoadModule include_module modules/mod_include.so LoadModule log_config_module modules/mod_log_config.so LoadModule env_module modules/mod_env.so LoadModule mime_magic_module modules/mod_mime_magic.so LoadModule cern_meta_module modules/mod_cern_meta.so LoadModule expires_module modules/mod_expires.so LoadModule headers_module modules/mod_headers.so LoadModule usertrack_module modules/mod_usertrack.so LoadModule unique_id_module modules/mod_unique_id.so LoadModule setenvif_module modules/mod_setenvif.so LoadModule mime_module modules/mod_mime.so LoadModule dav_module modules/mod_dav.so LoadModule status_module modules/mod_status.so LoadModule autoindex_module modules/mod_autoindex.so LoadModule asis_module modules/mod_asis.so LoadModule info_module modules/mod_info.so LoadModule cgi_module modules/mod_cgi.so LoadModule dav_fs_module modules/mod_dav_fs.so LoadModule vhost_alias_module modules/mod_vhost_alias.so LoadModule negotiation_module modules/mod_negotiation.so LoadModule dir_module modules/mod_dir.so LoadModule imap_module modules/mod_imap.so LoadModule actions_module modules/mod_actions.so LoadModule speling_module modules/mod_speling.so LoadModule userdir_module modules/mod_userdir.so LoadModule alias_module modules/mod_alias.so LoadModule rewrite_module modules/mod_rewrite.so LoadModule proxy_module modules/mod_proxy.so LoadModule proxy_ftp_module modules/mod_proxy_ftp.so LoadModule proxy_http_module modules/mod_proxy_http.so LoadModule proxy_connect_module modules/mod_proxy_connect.so LoadModule fastcgi_module modules/mod_fastcgi.so Include conf.d/*.conf AddType application/x-httpd-php .php .phtml AddType application/x-httpd-php-source .phps User apache Group apache ServerAdmin webmaster at suretecsystems.com ServerName www.suretecsystems.com:80 UseCanonicalName Off DocumentRoot "/var/www/html/suretecsystems" Options FollowSymLinks AllowOverride None AllowOverride None Order allow,deny Allow from all Options -Indexes ErrorDocument 403 /error/noindex.html UserDir disable DirectoryIndex index.html index.html.var AccessFileName .htaccess Order allow,deny Deny from all TypesConfig /etc/mime.types DefaultType text/plain MIMEMagicFile conf/magic HostnameLookups On ErrorLog logs/error_log LogLevel warn LogFormat "%h %l %u %t \"%r\" %>s %b \"%{Referer}i\" \"%{User-Agent}i\"" combined LogFormat "%h %l %u %t \"%r\" %>s %b" common LogFormat "%{Referer}i -> %U" referer LogFormat "%{User-agent}i" agent CustomLog logs/access_log combined ServerSignature Off Alias /icons/ "/var/www/icons/" Options Indexes MultiViews AllowOverride None Order allow,deny Allow from all IndexOptions FancyIndexing VersionSort NameWidth=* AddIconByEncoding (CMP,/icons/compressed.gif) x-compress x-gzip AddIconByType (TXT,/icons/text.gif) text/* AddIconByType (IMG,/icons/image2.gif) image/* AddIconByType (SND,/icons/sound2.gif) audio/* AddIconByType (VID,/icons/movie.gif) video/* AddIcon /icons/binary.gif .bin .exe AddIcon /icons/binhex.gif .hqx AddIcon /icons/tar.gif .tar AddIcon /icons/world2.gif .wrl .wrl.gz .vrml .vrm .iv AddIcon /icons/compressed.gif .Z .z .tgz .gz .zip AddIcon /icons/a.gif .ps .ai .eps AddIcon /icons/layout.gif .html .shtml .htm .pdf AddIcon /icons/text.gif .txt AddIcon /icons/c.gif .c AddIcon /icons/p.gif .pl .py AddIcon /icons/f.gif .for AddIcon /icons/dvi.gif .dvi AddIcon /icons/uuencoded.gif .uu AddIcon /icons/script.gif .conf .sh .shar .csh .ksh .tcl AddIcon /icons/tex.gif .tex AddIcon /icons/bomb.gif core AddIcon /icons/back.gif .. AddIcon /icons/hand.right.gif README AddIcon /icons/folder.gif ^^DIRECTORY^^ AddIcon /icons/blank.gif ^^BLANKICON^^ DefaultIcon /icons/unknown.gif ReadmeName README.html HeaderName HEADER.html IndexIgnore .??* *~ *# HEADER* README* RCS CVS *,v *,t AddEncoding x-compress Z AddEncoding x-gzip gz tgz AddLanguage da .dk AddLanguage nl .nl AddLanguage en .en AddLanguage et .et AddLanguage fr .fr AddLanguage de .de AddLanguage he .he AddLanguage el .el AddLanguage it .it AddLanguage ja .ja AddLanguage pl .po AddLanguage kr .kr AddLanguage pt .pt AddLanguage nn .nn AddLanguage no .no AddLanguage pt-br .pt-br AddLanguage ltz .ltz AddLanguage ca .ca AddLanguage es .es AddLanguage sv .se AddLanguage cz .cz AddLanguage ru .ru AddLanguage tw .tw AddLanguage zh-tw .tw AddLanguage hr .hr LanguagePriority en da nl et fr de el it ja kr no pl pt pt-br ltz ca es sv tw ForceLanguagePriority Prefer Fallback AddDefaultCharset ISO-8859-1 AddCharset ISO-8859-1 .iso8859-1 .latin1 AddCharset ISO-8859-2 .iso8859-2 .latin2 .cen AddCharset ISO-8859-3 .iso8859-3 .latin3 AddCharset ISO-8859-4 .iso8859-4 .latin4 AddCharset ISO-8859-5 .iso8859-5 .latin5 .cyr .iso-ru AddCharset ISO-8859-6 .iso8859-6 .latin6 .arb AddCharset ISO-8859-7 .iso8859-7 .latin7 .grk AddCharset ISO-8859-8 .iso8859-8 .latin8 .heb AddCharset ISO-8859-9 .iso8859-9 .latin9 .trk AddCharset ISO-2022-JP .iso2022-jp .jis AddCharset ISO-2022-KR .iso2022-kr .kis AddCharset ISO-2022-CN .iso2022-cn .cis AddCharset Big5 .Big5 .big5 AddCharset WINDOWS-1251 .cp-1251 .win-1251 AddCharset CP866 .cp866 AddCharset KOI8-r .koi8-r .koi8-ru AddCharset KOI8-ru .koi8-uk .ua AddCharset ISO-10646-UCS-2 .ucs2 AddCharset ISO-10646-UCS-4 .ucs4 AddCharset UTF-8 .utf8 AddCharset GB2312 .gb2312 .gb AddCharset utf-7 .utf7 AddCharset utf-8 .utf8 AddCharset big5 .big5 .b5 AddCharset EUC-TW .euc-tw AddCharset EUC-JP .euc-jp AddCharset EUC-KR .euc-kr AddCharset shift_jis .sjis AddType application/x-tar .tgz AddHandler cgi-script .cgi AddHandler imap-file map AddHandler type-map var AddOutputFilter INCLUDES .shtml ErrorDocument 500 "Sorry, sorry sorry." Alias /error/ "/var/www/error/" AllowOverride None Options IncludesNoExec AddOutputFilter Includes html AddHandler type-map var Order allow,deny Allow from all LanguagePriority en es de fr ForceLanguagePriority Prefer Fallback ErrorDocument 400 /error/HTTP_BAD_REQUEST.html.var ErrorDocument 401 /error/HTTP_UNAUTHORIZED.html.var ErrorDocument 403 /error/HTTP_FORBIDDEN.html.var ErrorDocument 404 /error/HTTP_NOT_FOUND.html.var ErrorDocument 405 /error/HTTP_METHOD_NOT_ALLOWED.html.var ErrorDocument 408 /error/HTTP_REQUEST_TIME_OUT.html.var ErrorDocument 410 /error/HTTP_GONE.html.var ErrorDocument 411 /error/HTTP_LENGTH_REQUIRED.html.var ErrorDocument 412 /error/HTTP_PRECONDITION_FAILED.html.var ErrorDocument 413 /error/HTTP_REQUEST_ENTITY_TOO_LARGE.html.var ErrorDocument 414 /error/HTTP_REQUEST_URI_TOO_LARGE.html.var ErrorDocument 415 /error/HTTP_SERVICE_UNAVAILABLE.html.var ErrorDocument 500 /error/HTTP_INTERNAL_SERVER_ERROR.html.var ErrorDocument 501 /error/HTTP_NOT_IMPLEMENTED.html.var ErrorDocument 502 /error/HTTP_BAD_GATEWAY.html.var ErrorDocument 503 /error/HTTP_SERVICE_UNAVAILABLE.html.var ErrorDocument 506 /error/HTTP_VARIANT_ALSO_VARIES.html.var BrowserMatch "Mozilla/2" nokeepalive BrowserMatch "MSIE 4\.0b2;" nokeepalive downgrade-1.0 force-response-1.0 BrowserMatch "RealPlayer 4\.0" force-response-1.0 BrowserMatch "Java/1\.0" force-response-1.0 BrowserMatch "JDK/1\.0" force-response-1.0 BrowserMatch "Microsoft Data Access Internet Publishing Provider" redirect-carefully BrowserMatch "^WebDrive" redirect-carefully NameVirtualHost *:80 ### Suretec site ServerAdmin support at suretecsystems.com DocumentRoot /var/www/html/suretecsystems AddDefaultCharset UTF-8 Options Indexes FollowSymLinks AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ ServerName www.suretecsystems.com ServerSignature Off ErrorLog logs/suretecsystems.com-error_log CustomLog logs/suretecsystems.com-access_log common FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > David > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Gavin > Henry > Sent: Tuesday, June 28, 2005 11:31 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] FC4 - You're almost there! > > > > > Please Reply! > > OK ;-) > > I installed this two days ago on FC4 using: > > http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide > > and the went to (after following the above) > > http://wiki.bestpractical.com/index.cgi?ManualInstallation > > I just had some apache.apache permission errors, that was all. > > > I'm getting the login page, but when I login, I'm redirected to the > > "You're almost there!" page. I understand it has to do with the > > fastcgi > > > setup with apache. > > I've searched (http://lists.bestpractical.com/search.html) and read > > all > > > the postings concerning the "You're almost there!" page, but none has > > helped. > > What do these say: > > ErrorLog /var/log/httpd-rt-error.log > CustomLog /var/log/httpd-rt.log common > > Standard httpd logs and log/messages and fastcgi logs? > > > I've already went to www.fastcgi.com for help. > > > > Are there any log files that I can look at to see any errors to > > trouble-shoot? The "You're almost there!" page doesn't provide much > > information for trouble-shooting. > > > > Using Fedora Core 4 distrubution. > > > > # more /proc/version > > Linux version 2.6.11-1.1369_FC4smp > > (bhcompile at decompose.build.redhat.com) (gcc version 4.0.0 20050525 > > (Red > > > Hat 4.0.0-9)) #1 SMP Thu Jun 2 23:08:39 EDT 2005 > > > > /etc/httpd/conf/httpd.conf > > LoadModule fastcgi_module modules/mod_fastcgi.so > > NameVirtualHost *:80 > > > > ServerName support.ladotek.com > > DocumentRoot /opt/rt3/share/html/ > > ErrorLog /var/log/httpd-rt-error.log > > CustomLog /var/log/httpd-rt.log common > > AddHandler fastcgi-script .fcgi > > Alias /rt/ /opt/rt3/share/html/ > > Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > > > > Order allow,deny > > Allow from all > > > > > > SetHandler default-handler > > > > > > FastCgiIpcDir /tmp > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > > > > > RT_SiteConfig.pm > > Set($WebPath , "/rt"); > > Set($WebBaseURL , "http://support.ladotek.com:80"); > > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > > > > > > [Tue Jun 28 10:46:23 2005] [notice] suEXEC mechanism enabled (wrapper: > > /usr/sbin/suexec) > > [Tue Jun 28 10:46:24 2005] [notice] Digest: generating secret for > > digest > > > authentication ... > > [Tue Jun 28 10:46:24 2005] [notice] Digest: done > > [Tue Jun 28 10:46:24 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK > > [Tue Jun 28 10:46:24 2005] [notice] LDAP: SSL support unavailable > > [Tue Jun 28 10:46:24 2005] [notice] FastCGI: process manager > > initialized > > > (pid 13318) > > [Tue Jun 28 10:46:24 2005] [warn] FastCGI: server > > "/opt/rt3/bin/mason_handler.fcgi" started (pid 13319) > > [Tue Jun 28 10:46:24 2005] [notice] mod_python: Creating 4 session > > mutexes based on 256 max processes and 0 max threads. > > [Tue Jun 28 10:46:24 2005] [notice] Apache/2.0.54 (Fedora) configured > > -- > > > resuming normal operations > > > > _______________________________________________ > > 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 -- 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 Ahalya_Nathan at mudnebr.com Tue Jun 28 17:18:24 2005 From: Ahalya_Nathan at mudnebr.com (Ahalya_Nathan at mudnebr.com) Date: Tue, 28 Jun 2005 16:18:24 -0500 Subject: [rt-users] Location of DBIx In-Reply-To: <200506282125.16301.ghenry@suretecsystems.com> Message-ID: Hi all, I wanted to know where the database operations like Insert, delete happens in RT. I can see this package " DBIx::SearchBuilder::Record::Cachable" being used in Record.pm. I am guessing that this is the place where the insert operations to the different tables like Tickets, Groups etc. happens. Can someone give me the location of this package since i cannot find it. 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 bezruk at gmail.com Tue Jun 28 17:58:54 2005 From: bezruk at gmail.com (BZ) Date: Wed, 29 Jun 2005 00:58:54 +0300 Subject: [rt-users] RT Localization (problem with russian language) Message-ID: <2070cf4205062814581884a9de@mail.gmail.com> Greetings, Yesterday i install rt-3.0 to my home freebsd 5.4 box. But i have a problem with request on russian language. When i send request - i receive autoreply without problems, but when i send reply on ticket a half or some part of subject is unreadable. Here some headers of letter: Subject: =?UTF-8?B?W3N5c2hhbHQuY29tICM0XSDQv9C+0YjQu9C4INCy0YHQtSDQsiDQttC+0L/R?= =?UTF-8?B?gw==?= Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: utf-8 And i have problem _only_ with subject line and _only_ when i send reply. Here is headers of Autoreply: Subject: =?UTF-8?B?W3N5c2hhbHQuY29tICM0XSBBdXRvUmVwbHk6INC/0L7RiNC70Lgg0LLRgdC1?= =?UTF-8?B?INCyINC20L7Qv9GD?= Content-Type: text/plain; charset="utf-8" Content-Transfer-Encoding: 8bit X-RT-Original-Encoding: utf-8 Does anyone has successfull experience using rt-3.x with russian language? Thank you! From kevinr at bestpractical.com Tue Jun 28 18:21:19 2005 From: kevinr at bestpractical.com (Kevin Riggle) Date: Tue, 28 Jun 2005 18:21:19 -0400 Subject: [rt-users] Announcing RT::Extension::ExtractSubjectTagOnTransaction In-Reply-To: References: <20050615224125.GB5649@bestpractical.com> Message-ID: <20050628222119.GA16988@bestpractical.com> Aris - Sorry this response has been so long in coming -- I got distracted by a vacation. This extension does mean that correspondance from one RT can be mailed to another RT and show up in the appropriate ticket. Pretty much all it does is extract the other RT instance's subject tag and make sure that it gets added to the ticket's subject so that threading happens properly -- we aren't circumventing the mail gateway. You could, however, set the development RT up to forward to the helpdesk RT's comment address, assuming your mail gateway is configured to handle that, which should do what you want. - Kevin On Fri, Jun 17, 2005 at 01:10:24AM +0100, Aris Theocharides wrote: > > Kevin, > > Does this mean that transactions (correspondances) in one RT can show > up in a ticket on another RT instance? > > Is there a way to make such inter-RT-communications recordable as > comments in the recipient RT (we configure our customer facing RT > such that clients can't see RT comment transactions). It would be > ideal for customer support staff to see developer notes in the > customer facing RT. > > Linking RT instances in this way would reduce a great deal of > overhead when monitoring progress on one RT (watching progress on a > bug ticket), in order to update another RT (update customer on > progress). > > Thanks in advance for any comments made regarding the above! > > -- Aris > > > On 15/06/2005, at 11:41 PM, Kevin Riggle wrote: > > >As explained in the > >README, it is by default configured to look for the tags of other RT > >instances in e-mail and add them to the subject line of the ticket > >they > >refer to, allowing you to keep tickets synchronized across instances. > >It is also able to extract arbitrary subject tags via two > >configuration > >directives, so it should be useful to synchronize with other systems, > >such as network monitoring systems, which use e-mail. > > > _______________________________________________ > 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 tmorgan at synacor.com Tue Jun 28 19:59:57 2005 From: tmorgan at synacor.com (Tom Morgan) Date: Tue, 28 Jun 2005 19:59:57 -0400 Subject: [rt-users] email contents missing Message-ID: <42C1E47D.50904@synacor.com> 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 rt at kenrobertson.com Tue Jun 28 22:22:03 2005 From: rt at kenrobertson.com (ken robertson) Date: Wed, 29 Jun 2005 12:22:03 +1000 Subject: [rt-users] Fetchmail under Windows Message-ID: <42C205CB.6070706@kenrobertson.com> G'day folks, I'm trying to get fetchmail to work in the Windows port of RT. Currently trying rt-3.4.0-test1.exe, but previously tried rt-3.0.12.exe with same results. The RT component works pretty much as expected. It can send mails out, but it can't fetch from the mail server. (Exchange or qmail, I've tried both, exchange will be the real one though.). 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 Scouring the archives, one thread suggested updating the cygwin1.dll. Did that, now have v 1.5.17, that changed the error status from 127 to 75, but still no messages arrive. Another thread said to install the cygwin package and run it as the user who'll run fetchmail. Tried that. The RT service has been bounced or PC rebooted between attempts. I see that others have been there but no definitive solution seems to have been posted? Can anyone assist with clues to get past this stumbling block? -- Regards Ken Tablet: A small table. From jesse at bestpractical.com Wed Jun 29 01:02:04 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 29 Jun 2005 01:02:04 -0400 Subject: [rt-users] RT Localization (problem with russian language) In-Reply-To: <2070cf4205062814581884a9de@mail.gmail.com> References: <2070cf4205062814581884a9de@mail.gmail.com> Message-ID: <20050629050203.GV17855@bestpractical.com> On Wed, Jun 29, 2005 at 12:58:54AM +0300, BZ wrote: > Greetings, > > Yesterday i install rt-3.0 to my home freebsd 5.4 box. > But i have a problem with request on russian language. > When i send request - i receive autoreply without problems, but when i > send reply on ticket a half or some part of subject is unreadable. > Here some headers of letter: Please try RT 3.4 From fatearthling at gmail.com Wed Jun 29 01:50:04 2005 From: fatearthling at gmail.com (Howard Kao) Date: Wed, 29 Jun 2005 13:50:04 +0800 Subject: [rt-users] ticket approval links to bestpractice website instead of default approval info page Message-ID: Hi all, We have RT3.4.2 on FreeBSD 4.10 with Sendmail and mostly likely with mod_perl. I have created a queue with approvals following the instructions on appendix 5 and approvalcreation on wiki. However, when I create a ticket, in its Links section, the link to this ticket's approval (also a ticket, just higher #id numbr) does not link to the approval page but instead to the bestpractical main webpage. Can someone give me some advices on how to fix this? Thanks in advance. -------------- next part -------------- An HTML attachment was scrubbed... URL: From fatearthling at gmail.com Wed Jun 29 02:43:58 2005 From: fatearthling at gmail.com (Howard Kao) Date: Wed, 29 Jun 2005 14:43:58 +0800 Subject: [rt-users] Re: ticket approval links to bestpractice website instead of default approval info page In-Reply-To: References: Message-ID: I've resolved this by setting the $webbaseurl in RT_SiteConfig.pm to our website. Sorry for the waste of collective bandwidth :) On 6/29/05, Howard Kao wrote: > > Hi all, > > We have RT3.4.2 on FreeBSD 4.10 with Sendmail and mostly likely with > mod_perl. > > I have created a queue with approvals following the instructions on > appendix 5 and approvalcreation on wiki. However, when I create a ticket, in > its Links section, the link to this ticket's approval (also a ticket, just > higher #id numbr) does not link to the approval page but instead to the > bestpractical main webpage. Can someone give me some advices on how to fix > this? > > Thanks in advance. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From pieter at West.NL Wed Jun 29 02:58:32 2005 From: pieter at West.NL (Pieter van der Spek) Date: Wed, 29 Jun 2005 08:58:32 +0200 Subject: [rt-users] Installation of request-tracker3 on Debian In-Reply-To: <42C16BCC.9020401@lei.net.au> References: <42C166F5.9050603@west.nl> <42C16BCC.9020401@lei.net.au> Message-ID: <42C24698.6010209@west.nl> On 06/28/2005 05:25 PM, Adrian Carter wrote: > I got it working after stuffing around... I also use FCGI for various > reasons > > At a glance.. your suffering the problem of Perl libraries... check RT "the problem of Perl libraries"? What do you mean? > is instaled properly.. and that you dont have multiple perls I just did apt-get install request-tracker3. Shouldn't that do the trick? I did install request-tracker3.4 before request-tracker3 (I hoped I could upgrade from 2.0.11 to 3.4 directly; something the documentation of 3.4 seemed to confirm as being possible, but it seems I need to upgrade to 3 first and from there to 3.4) > installed... run webmux at the command line untill it executes cleanly... > I'll try that. -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From wang.shuying.lists at gmail.com Wed Jun 29 03:32:46 2005 From: wang.shuying.lists at gmail.com (Shuying Wang) Date: Wed, 29 Jun 2005 17:32:46 +1000 Subject: [rt-users] http authentication Message-ID: Hi, According to the RT features page, RT can "use your web server's existing authentication system" which I presume for Apache, it's the basic HTTP auth. Can anyone tell me how to do that rather than use the RT database to grant user access? Thanks, Shuying From pieter at West.NL Wed Jun 29 03:55:50 2005 From: pieter at West.NL (Pieter van der Spek) Date: Wed, 29 Jun 2005 09:55:50 +0200 Subject: [rt-users] Installation of request-tracker3 on Debian In-Reply-To: <42C24698.6010209@west.nl> References: <42C166F5.9050603@west.nl> <42C16BCC.9020401@lei.net.au> <42C24698.6010209@west.nl> Message-ID: <42C25406.4000600@west.nl> On 06/29/2005 08:58 AM, Pieter van der Spek wrote: >>I got it working after stuffing around... I also use FCGI for various >>reasons >> >>At a glance.. your suffering the problem of Perl libraries... check RT > > "the problem of Perl libraries"? What do you mean? > I deinstalled all libraries that had a different version (between RT3 and RT3.4) according to the package info. Next I first reinstalled RT3, upgraded the RT2 installation and finally upgraded to RT3.4. This worked. Would have been nice if the RT3.4 installation had been more clear on this point. -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From bezruk at gmail.com Wed Jun 29 05:23:46 2005 From: bezruk at gmail.com (BZ) Date: Wed, 29 Jun 2005 12:23:46 +0300 Subject: [rt-users] RT Localization (problem with russian language) In-Reply-To: <20050629050203.GV17855@bestpractical.com> References: <2070cf4205062814581884a9de@mail.gmail.com> <20050629050203.GV17855@bestpractical.com> Message-ID: <2070cf4205062902233d69674@mail.gmail.com> 2005/6/29, Jesse Vincent : > > > On Wed, Jun 29, 2005 at 12:58:54AM +0300, BZ wrote: > > Greetings, > > > > Yesterday i install rt-3.0 to my home freebsd 5.4 box. > > But i have a problem with request on russian language. > > When i send request - i receive autoreply without problems, but when i > > send reply on ticket a half or some part of subject is unreadable. > > Here some headers of letter: > > Please try RT 3.4 I already try all versions of RT including 2.0 and has no luck :( From eichhorn at ponton-consulting.de Wed Jun 29 06:38:43 2005 From: eichhorn at ponton-consulting.de (=?UTF-8?Q?J=C3=B6rg_Eichhorn?=) Date: Wed, 29 Jun 2005 12:38:43 +0200 Subject: [rt-users] Comments about a user right In-Reply-To: <693E3A16-9E66-46F3-A8DF-D4538BE556BF@khera.org> References: <078C0DAE1DC07DED16CCF765@[192.168.200.77]> <693E3A16-9E66-46F3-A8DF-D4538BE556BF@khera.org> Message-ID: Hopefully it is possible to see this feature one day. --On Dienstag, 28. Juni 2005 13:32 -0400 Vivek Khera wrote: > > On Jun 28, 2005, at 11:08 AM, J?rg Eichhorn wrote: > >> is it possible to give users or groups the right to edit only the >> comments about users, but not the other user variables? >> > > i requested this feature back in the RT 2.x days. I don't believe it > has been implemented yet. > From rainer at ultra-secure.de Wed Jun 29 07:17:15 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 29 Jun 2005 13:17:15 +0200 Subject: [rt-users] Can't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 2585. Message-ID: <42C2833B.9070603@ultra-secure.de> Hi, when updating tickets, I sometimes get this error: Can't call method "Scheme" on an undefined value at /usr/local/rt3/lib/RT/Ticket_Overlay.pm line 2585. context: ... 2581: elsif ( $args{'Base'} ) { 2582: $other_ticket_uri->FromURI( $args{'Base'} ); 2583: } 2584: 2585: if ( $other_ticket_uri->Resolver->Scheme eq 'fsck.com-rt') { 2586: my $object = $other_ticket_uri->Resolver->Object; 2587: 2588: if ( UNIVERSAL::isa( $object, 'RT::Ticket' ) 2589: && $object->id ... code stack: /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2585 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2556 /usr/local/rt3/lib/RT/Interface/Web.pm:1477 /usr/local/rt3/lib/RT/Interface/Web.pm:1427 /usr/local/rt3/share/html/Ticket/Display.html:142 /usr/local/rt3/share/html/Ticket/Update.html:214 /usr/local/rt3/share/html/autohandler:215 What does that mean? (This is 3.4.2 on FreeBSD5.4#2, with Postgresql8, mod_perl1) Rainer From andy at eva.dp.ua Wed Jun 29 07:36:57 2005 From: andy at eva.dp.ua (Andrew Kornilov) Date: Wed, 29 Jun 2005 14:36:57 +0300 Subject: [rt-users] RT Localization (problem with russian language) In-Reply-To: <2070cf4205062814581884a9de@mail.gmail.com> References: <2070cf4205062814581884a9de@mail.gmail.com> Message-ID: <42C287D9.90202@eva.dp.ua> BZ wrote: >Does anyone has successfull experience using rt-3.x with russian language? > >Thank you! > > Yes, i have successfully working RT-3.4.2 with full russian support (even initialdata file where are scipts, templates and so on). And latest RT distribution has my ru.po file :) Mail me if you have questions. From pieter at West.NL Wed Jun 29 08:57:37 2005 From: pieter at West.NL (Pieter van der Spek) Date: Wed, 29 Jun 2005 14:57:37 +0200 Subject: [rt-users] problems with Callbacks Message-ID: <42C29AC1.9060103@west.nl> I'm trying to create the following callback: ------------------------------- <%init> if ($Ticket) { # overwrite the default Action for Resolve to Correspond if ( $Ticket->CurrentUserHasRight('ModifyTicket') && ( $Ticket->Status ne 'resolved' ) ) { $actions->{'B'}->{'path'} = "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=" . $Ticket->id ; } } <%args> $Ticket => undef $actions => undef ------------------------------- However, this results in the following error: ------------------------------- error: Error during compilation of /usr/local/share/request-tracker3.4/html/Callbacks/West/Ticket/Elements/Tabs/Default: Global symbol "$actions" requires explicit package name at /usr/local/share/request-tracker3.4/html/Callbacks/West/Ticket/Elements/Tabs/Default line 6. context: ... 2: if ($Ticket) { 3: # overwrite the default Action for Resolve to Correspond 4: if ( $Ticket->CurrentUserHasRight('ModifyTicket') 5: && ( $Ticket->Status ne 'resolved' ) ) { 6: $actions->{'B'}->{'path'} = "Ticket/Update.html?Action=Respond&DefaultStatus=resolved&id=" . $Ticket->id ; 7: } 8: } 9: 10: <%args> ... code stack: /usr/share/perl5/HTML/Mason/Interp.pm:317 /usr/share/perl5/HTML/Mason/Request.pm:892 /usr/share/perl5/HTML/Mason/Request.pm:996 /usr/share/request-tracker3.4/html/Elements/Callback:70 /usr/share/request-tracker3.4/html/Ticket/Elements/Tabs:46 /usr/share/request-tracker3.4/html/Ticket/Display.html:48 /usr/share/request-tracker3.4/html/autohandler:215 ------------------------------- I'm using the request-tracker3.4 package on Debian Sarge. -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From bwspolarich at uscar.org Wed Jun 29 09:28:10 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Wed, 29 Jun 2005 09:28:10 -0400 Subject: [rt-users] http authentication Message-ID: <3AF76382C31760418AF0FBFD84F7140303701983@MI8NYCMAIL07.Mi8.com> rt-users-bounces at lists.bestpractical.com wrote: > Hi, > > According to the RT features page, RT can "use your web > server's existing authentication system" which I presume for > Apache, it's the basic HTTP auth. Can anyone tell me how to > do that rather than use the RT database to grant user access? This isn't actually documented in a useful way. :-) Basically you set this in RT_SiteConfig.pm: Set($WebExternalAuth , 1); You will then want to deal with this issue: http://wiki.bestpractical.com/index.cgi?FAQ Q: I use WebExternalAuth to authenticate my users. When I turn it on E-Mail to queues stop working with a "401 Authorization Required" error. How can I make the mail gateway authenticate to the web server? A: Turn off the authentication requirement for all "NoAuth" directories. For Apache edit the server-wide httpd.conf file and add the folloing in RT's VirtualHost section (change the "/opt/rt3" to point to your installation): SetHandler perl-script PerlHandler RT::Mason satisfy any allow from all SetHandler perl-script PerlHandler RT::Mason satisfy any allow from all Basically the "satisfy any" and "allow from all" directives ensure that the NoAuth directories don't get hit with authentication. Given that the RT mail gateway works over HTTP this is important. At that point, RT will bypass the authentication screen and treat $REMOTE_USER as an RT user. If you create an RT user account for them with privileges, then they can do stuff in RT, but their RT password is ignored. I haven't done this yet, so YMMV. :-) -brian From tmaciak at ci.grand-rapids.mi.us Wed Jun 29 09:41:08 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Wed, 29 Jun 2005 09:41:08 -0400 Subject: [rt-users] fetchmail Message-ID: <221C759285B78647AEE6181FD6AF36A711064DE2@bambi.grand-rapids.mi.us> I am running RT as root and do not have a user on my Fedora Core 3 system called "RT". If I run fetchmail to process email that it grabs from an exchange server and place into a specified queue do I need to create a rt at localhost (on the rt server) user or can I just place the .fetchmailrc file into the /root directory? Also does anybody have some tips on how/where to enter the aliases for rt: and rt-comment: ? this is in reference to the archive list on fetchmail at http://lists.bestpractical.com/pipermail/rt-users/2005-April/030786.html 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 Joseph_Micciche at Progressive.com Wed Jun 29 09:45:21 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 29 Jun 2005 09:45:21 -0400 Subject: [rt-users] Open Tabs in new window In-Reply-To: <20050625160004.EC7324D8249@diesel.bestpractical.com> Message-ID: We're running RT3.2.3. I searched for this but came up empty. I've copied Tabs to the local Elements path and made some changes to it. One thing I'd like to do is open a few of the non-RT Tab links in new windows - but leave the RT links opening in the same window. Any suggestions on how to do this? (aside from asking the users to right-click and open in new) Thanks. Joe Micciche From rainer at ultra-secure.de Wed Jun 29 09:53:35 2005 From: rainer at ultra-secure.de (Rainer Duffner) Date: Wed, 29 Jun 2005 15:53:35 +0200 Subject: [rt-users] fetchmail In-Reply-To: <221C759285B78647AEE6181FD6AF36A711064DE2@bambi.grand-rapids.mi.us> References: <221C759285B78647AEE6181FD6AF36A711064DE2@bambi.grand-rapids.mi.us> Message-ID: <42C2A7DF.6060808@ultra-secure.de> Maciak, TJ wrote: > I am running RT as root and do not have a user on my Fedora Core 3 > system called "RT". > > If I run fetchmail to process email that it grabs from an exchange > server and place into a specified queue do I need to create > a rt at localhost (on the rt server) user or can I > just place the .fetchmailrc file into the /root directory? > > Also does anybody have some tips on how/where to enter the aliases for > rt: and rt-comment: ? > this is in reference to the archive list on fetchmail at > http://lists.bestpractical.com/pipermail/rt-users/2005-April/030786.html > You might want to go to wiki.bestpractical.com and search for "fetchmail". The setup discribed in the article works very well. Rainer From chris.doherty at cromptoncorp.com Wed Jun 29 10:06:05 2005 From: chris.doherty at cromptoncorp.com (Doherty, Chris - Elmira, ON) Date: Wed, 29 Jun 2005 10:06:05 -0400 Subject: [rt-users] fetchmail Message-ID: <8139AA45A4ADD3118997005500E37038032785D2@exch_to.cromptoncorp.com> > Subject: Re: "Asymmetrical" mail processing > From: Rainer Duffner [mailto:rainer at ultra-secure.de] > You might want to go to wiki.bestpractical.com and search for > "fetchmail". > The setup discribed in the article works very well. Never mind... ;-) Chris Doherty On contract to Crompton Co./Cie Elmira: (519) 669-1671 x319 From chris.doherty at cromptoncorp.com Wed Jun 29 10:01:38 2005 From: chris.doherty at cromptoncorp.com (Doherty, Chris - Elmira, ON) Date: Wed, 29 Jun 2005 10:01:38 -0400 Subject: [rt-users] "Asymmetrical" mail processing with RT Message-ID: <8139AA45A4ADD3118997005500E37038032785D1@exch_to.cromptoncorp.com> Sorry, I couldn't think of a better Subject: line. Here's the situation. Due to limitations on the way mail is set up around here, I need to set up RT as follows: * Outgoing mail is sent to an external SMTP server for delivery * Incoming mail is retrieved via POP3 from an Exchange Server 5.5 mailbox Is this possible? I've been through the wiki docs, but it's awfully sparse on mail configuration. I'm using exim4 as the MTA and probably fetchmail to grab the incoming mail. Linux caelm-it01 2.4.27-2-386 #1 Mon May 16 16:47:51 JST 2005 i686 GNU/Linux (Debian sarge/stable) RT 3.4.2 Server version: Apache/2.0.54 Perl v5.8.4 under linux Chris Doherty On contract to Crompton Co./Cie Elmira: (519) 669-1671 x319 From tmaciak at ci.grand-rapids.mi.us Wed Jun 29 10:23:49 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Wed, 29 Jun 2005 10:23:49 -0400 Subject: [rt-users] fetchmail Message-ID: <221C759285B78647AEE6181FD6AF36A711064E3C@bambi.grand-rapids.mi.us> Ok thanks that is helpful for the aliases part! so I have placed: rt: "|/etc/smrsh/rt-mailgate --queue 'Solutions Queue' --action correspond --url http://helpdesk/rt/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://helpdesk/rt/" I placed the /etc/smrsh/rt-mailgate as stated for Redhat Distros (checked the directory and the rt-mailgate was already there) into the /etc/aliases file as I read in the documentation. I then send a test message to each queue, echo 'hello1018' | mail -s "Test subject" rt-comment And echo 'hello1015' | mail -s "Test subject" rt If I do it to some other user, I get an error in my root mailbox (saying user is not known) so I know the mail part is working. After I send the test messages, I do not get any error or informational messages in /opt/rt3/var/log/rt.log nor /var/log/messages Yet the tickets are not created. I also restarted apache as stated in the documentation. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Rainer Duffner [mailto:rainer at ultra-secure.de] Sent: Wednesday, June 29, 2005 9:54 AM To: Maciak, TJ Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] fetchmail Maciak, TJ wrote: > I am running RT as root and do not have a user on my Fedora Core 3 > system called "RT". > > If I run fetchmail to process email that it grabs from an exchange > server and place into a specified queue do I need to create a > rt at localhost (on the rt server) user or can I > just place the .fetchmailrc file into the /root directory? > > Also does anybody have some tips on how/where to enter the aliases for > rt: and rt-comment: ? > this is in reference to the archive list on fetchmail at > http://lists.bestpractical.com/pipermail/rt-users/2005-April/030786.ht > ml > You might want to go to wiki.bestpractical.com and search for "fetchmail". The setup discribed in the article works very well. Rainer -------------- next part -------------- An HTML attachment was scrubbed... URL: From ravin.mathoora at virtualaccess.com Wed Jun 29 10:15:37 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Wed, 29 Jun 2005 15:15:37 +0100 Subject: [rt-users] fetchmail In-Reply-To: <8139AA45A4ADD3118997005500E37038032785D2@exch_to.cromptoncorp.com> Message-ID: <20050629141713.404863DC0@mail.virtualaccess.com> Hi there, has anyone figured out yet how to assign queues to non-privileged users yet? Basically non-privileged users can see only their queues when they are opening a ticket. Thanks in advance! Best Regards, Ravin Mathoora -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Doherty, Chris - Elmira, ON Sent: 29 June 2005 15:06 To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] fetchmail > Subject: Re: "Asymmetrical" mail processing > From: Rainer Duffner [mailto:rainer at ultra-secure.de] > You might want to go to wiki.bestpractical.com and search for > "fetchmail". > The setup discribed in the article works very well. Never mind... ;-) Chris Doherty On contract to Crompton Co./Cie Elmira: (519) 669-1671 x319 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From ravin.mathoora at virtualaccess.com Wed Jun 29 10:16:50 2005 From: ravin.mathoora at virtualaccess.com (Ravin Mathoora) Date: Wed, 29 Jun 2005 15:16:50 +0100 Subject: [rt-users] non-privileged users Message-ID: <20050629141826.38D223DC6@mail.virtualaccess.com> Lets try this again with the correct Subject title! Hi there, has anyone figured out yet how to assign queues to non-privileged users yet? Basically non-privileged users can see only their queues when they are opening a ticket. Thanks in advance! Best Regards, Ravin Mathoora -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Doherty, Chris - Elmira, ON Sent: 29 June 2005 15:06 To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] fetchmail > Subject: Re: "Asymmetrical" mail processing > From: Rainer Duffner [mailto:rainer at ultra-secure.de] > You might want to go to wiki.bestpractical.com and search for > "fetchmail". > The setup discribed in the article works very well. Never mind... ;-) Chris Doherty On contract to Crompton Co./Cie Elmira: (519) 669-1671 x319 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com From lawmit at gmail.com Wed Jun 29 11:27:03 2005 From: lawmit at gmail.com (Law Mitchell) Date: Wed, 29 Jun 2005 10:27:03 -0500 Subject: [rt-users] [crit]: Died at ./dumpfile-to-rt-3.0 line 714. Message-ID: <1a43dbe705062908275bfb721d@mail.gmail.com> 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) thanks in advance, mitchell From bestpractical at jon.limedaley.com Wed Jun 29 11:55:12 2005 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 29 Jun 2005 11:55:12 -0400 (EDT) Subject: [rt-users] SelfService/Display.html patch Message-ID: I noticed today that Display.html (in SelfService) has a couple bugs in it. (unless I am thinking about things incorrectly) It does not respect the Display Mode/Show Headers variable appropriately for the ShowHistory include. It does not set the URI variable, and so the link to "Full Headers" goes to the wrong place. Changes attached. -------------- next part -------------- 73c73 < <& /Ticket/Elements/ShowHistory, URIFile => $URIFile, ShowHeaders => $ShowHeaders, Ticket => $Ticket, AttachPath => "Attachment", Attachments => $attachments, UpdatePath => "Update.html" &> --- > <& /Ticket/Elements/ShowHistory, Ticket => $Ticket, AttachPath => "Attachment", Attachments => $attachments, UpdatePath => "Update.html" &> 209,210d208 < $URIFile => $RT::WebPath."/SelfService/Display.html" < $ShowHeaders => 0 From tmaciak at ci.grand-rapids.mi.us Wed Jun 29 11:54:46 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Wed, 29 Jun 2005 11:54:46 -0400 Subject: [rt-users] fetchmail Message-ID: <221C759285B78647AEE6181FD6AF36A711064F02@bambi.grand-rapids.mi.us> ok I think I know what the problem is but how do I solve it? on Fedora Core 3 - I have edited the /etc/aliases files to: rt: "|/etc/smrsh/rt-mailgate --queue 'Solutions Queue' --action correspond --url http://helpdesk/rt/" rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://helpdesk/rt/" however, upon looking at /var/log/maillog I see the old command being run: Jun 29 11:45:13 helpdesk sendmail[8046]: j5TFQ6LD007797: to="|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url htt p://serverDev/rt/", ctladdr= > (8/0), delay=00:19:07, xdelay=00:00:02, mailer=prog, pri=300497, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL as you can see, it is pointing to the wrong server name (serverDev) which is what was in the original aliases file. I have done a "makemap hash aliases Jun 29 11:45:11 helpdesk sm-msp-queue[8053]: starting daemon (8.13.1): queueing at 01:00:00 Also I have restarted the /etc/init.d/sendmail task but even though the alias db file has been updated it is still pointing to the old web server. Is this configured somewhere else? or is there some other service I have to restart in order for aliases.db to get read correctly? HELP! 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: Wednesday, June 29, 2005 10:24 AM To: Rainer Duffner Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] fetchmail Ok thanks that is helpful for the aliases part! so I have placed: rt: "|/etc/smrsh/rt-mailgate --queue 'Solutions Queue' --action correspond --url http://helpdesk/rt/ " rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment --url http://helpdesk/rt/ " I placed the /etc/smrsh/rt-mailgate as stated for Redhat Distros (checked the directory and the rt-mailgate was already there) into the /etc/aliases file as I read in the documentation. I then send a test message to each queue, echo 'hello1018' | mail -s "Test subject" rt-comment And echo 'hello1015' | mail -s "Test subject" rt If I do it to some other user, I get an error in my root mailbox (saying user is not known) so I know the mail part is working. After I send the test messages, I do not get any error or informational messages in /opt/rt3/var/log/rt.log nor /var/log/messages Yet the tickets are not created. I also restarted apache as stated in the documentation. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Rainer Duffner [mailto:rainer at ultra-secure.de ] Sent: Wednesday, June 29, 2005 9:54 AM To: Maciak, TJ Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] fetchmail Maciak, TJ wrote: > I am running RT as root and do not have a user on my Fedora Core 3 > system called "RT". > > If I run fetchmail to process email that it grabs from an exchange > server and place into a specified queue do I need to create a > rt at localhost > (on the rt server) user or can I > just place the .fetchmailrc file into the /root directory? > > Also does anybody have some tips on how/where to enter the aliases for > rt: and rt-comment: ? > this is in reference to the archive list on fetchmail at > http://lists.bestpractical.com/pipermail/rt-users/2005-April/030786.ht > ml > You might want to go to wiki.bestpractical.com and search for "fetchmail". The setup discribed in the article works very well. Rainer -------------- next part -------------- An HTML attachment was scrubbed... URL: From cartera at lei.net.au Wed Jun 29 12:01:55 2005 From: cartera at lei.net.au (Adrian Carter) Date: Thu, 30 Jun 2005 02:01:55 +1000 Subject: [rt-users] "Asymmetrical" mail processing with RT In-Reply-To: <8139AA45A4ADD3118997005500E37038032785D1@exch_to.cromptoncorp.com> References: <8139AA45A4ADD3118997005500E37038032785D1@exch_to.cromptoncorp.com> Message-ID: <42C2C5F3.5020305@lei.net.au> totally acceptable... Just forget the POP3 bit... you want to use Fetchmail to retrieve the mail for RT from the POP3 box and then redistribute it into the mailgate program. So your setup is all cool.. just you need to look up the Fetchmail stuff... Doherty, Chris - Elmira, ON wrote: >Sorry, I couldn't think of a better Subject: line. > >Here's the situation. Due to limitations on the way mail is set up around >here, I need to set up RT as follows: > >* Outgoing mail is sent to an external SMTP server for delivery >* Incoming mail is retrieved via POP3 from an Exchange Server 5.5 mailbox > >Is this possible? I've been through the wiki docs, but it's awfully sparse >on mail configuration. I'm using exim4 as the MTA and probably fetchmail to >grab the incoming mail. > >Linux caelm-it01 2.4.27-2-386 #1 Mon May 16 16:47:51 JST 2005 i686 GNU/Linux >(Debian sarge/stable) >RT 3.4.2 >Server version: Apache/2.0.54 >Perl v5.8.4 under linux > > >Chris Doherty >On contract to Crompton Co./Cie >Elmira: (519) 669-1671 x319 >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > -- 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 brown_m_k at yahoo.ca Wed Jun 29 11:25:56 2005 From: brown_m_k at yahoo.ca (Michael Brown) Date: Wed, 29 Jun 2005 11:25:56 -0400 Subject: [rt-users] Re: "Asymmetrical" mail processing with RT In-Reply-To: <8139AA45A4ADD3118997005500E37038032785D1@exch_to.cromptoncorp.com> References: <8139AA45A4ADD3118997005500E37038032785D1@exch_to.cromptoncorp.com> Message-ID: Hi Chris! Answers inline... Doherty, Chris - Elmira, ON wrote: > * Outgoing mail is sent to an external SMTP server for delivery You'll need to set that up in Exim. Can't help you there, as I use postfix. > * Incoming mail is retrieved via POP3 from an Exchange Server 5.5 mailbox I do this with an ISP account used as a maildrop. Fetchmail grabs it from the ISP, then dumps it to local users. > Is this possible? I've been through the wiki docs, but it's awfully sparse > on mail configuration. I'm using exim4 as the MTA and probably fetchmail to > grab the incoming mail. Take a lookie at a Quick how-to I posted on docs.opengroupware.org. http://docs.opengroupware.org/Members/mkbrown/SOHO/UsingISPmail/document_view Basically, you'll need to use the real RT set-up instructions, then get fetchmail to pull the various e-mail accounts and dump them to your MTA. Now, if you have any spam filtering set-up, AND you use +addressing for spam delivery (johndoe+spam at domain.ca), then you might want to go beyond just putting the RT aliases in the aliases file. Here's what I did to do that: /etc/aliases # spam catching for rt info+spam: spam general+spam: spam training+spam: spam support+spam: spam business+spam: spam sales+spam: spam consulting+spam: spam spam: realadminuser info: "|/usr/bin/rt-mailgate --queue General --action correspond --url http://localhost/rt/" and so on... It helps keep out some of the spam. > Linux caelm-it01 2.4.27-2-386 #1 Mon May 16 16:47:51 JST 2005 i686 GNU/Linux > (Debian sarge/stable) > RT 3.4.2 > Server version: Apache/2.0.54 > Perl v5.8.4 under linux I'm on Debian sarge, RT 3.2 and Apache 2 with Postfix, Fetchmail and Cyrus IMAP Hope it helps! /Mike From david.doran at ladotek.com Wed Jun 29 12:25:55 2005 From: david.doran at ladotek.com (David Doran) Date: Wed, 29 Jun 2005 11:25:55 -0500 Subject: [rt-users] FC4 - You're almost there! Message-ID: <1EA215E8DA7A704FBE8C5F1F39010F6C232AC7@WASHINGTON.companybuilder.com> Thanks David Skrede and Gavin Henry for the help.. I have RT3 working with FC4 but only if I use trailing "/". Just like you described, the following works: http://support/rt/ but not: http://support/rt I've been trying to find a work around for this problem but haven't yet. For now, I'll just use http://support/rt/ If anyone has a fix for this problem, please let me know. Thanks, David Doran -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Skrede at TWT.com Sent: Tuesday, June 28, 2005 2:42 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] FC4 - You're almost there! I had a very similar problem with CenOS/RHEL 4. The problem ended up being a typo (and possibly a misconfiguration, but it works now so I'm not complaining). Going to "http://mysite.com/rt" gave me a login screen, after logging in I received the "You're almost there!" page. Going to "http://mysite.com/rt/" gave me a login screen where logging in actually worked. I also went through several versions of httpd.conf., here is my httpd.conf: LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi ?NameVirtualHost *:80 ? ? ? ? ? ServerAdmin root ? ? ? ? DocumentRoot /opt/rt3/share/html/ ? ? ? ? #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/ ? Hope this helps. david skrede skrede at twt.com ----- Forwarded by David Skrede/MSN/TWT on 06/28/2005 02:38 PM ----- "David Doran" Sent by: rt-users-bounces at lists.bestpractical.com 06/28/2005 11:16 AM ? ? ? ? ? ? ? ? To: ? ? ? ? ? ? ? ? cc: ? ? ? ? ? ? ? ? Subject: ? ? ? ?[rt-users] FC4 - You're almost there! Please Reply! I'm getting the login page, but when I login, I'm redirected to the "You're almost there!" page. ?I understand it has to do with the fastcgi setup with apache. I've searched (http://lists.bestpractical.com/search.html) and read all the postings concerning the "You're almost there!" page, but none has helped. ? I've already went to www.fastcgi.com for help. Are there any log files that I can look at to see any errors to trouble-shoot? ?The "You're almost there!" page doesn't provide much information for trouble-shooting. Using Fedora Core 4 distrubution. # more /proc/version Linux version 2.6.11-1.1369_FC4smp (bhcompile at decompose.build.redhat.com) (gcc version 4.0.0 20050525 (Red Hat 4.0.0-9)) #1 SMP Thu Jun 2 23:08:39 EDT 2005 /etc/httpd/conf/httpd.conf LoadModule fastcgi_module modules/mod_fastcgi.so NameVirtualHost *:80 ? ? ? ?ServerName ? ? ?support.ladotek.com ? ? ? ?DocumentRoot ? ?/opt/rt3/share/html/ ? ? ? ?ErrorLog /var/log/httpd-rt-error.log ? ? ? ?CustomLog /var/log/httpd-rt.log common ? ? ? ?AddHandler fastcgi-script .fcgi ? ? ? ?Alias /rt/ ? ? ?/opt/rt3/share/html/ ? ? ? ?Alias /NoAuth/ ?/opt/rt3/share/html/NoAuth/ ? ? ? ? ? ? ? ? ? ? ? ?Order allow,deny ? ? ? ? ? ? ? ?Allow from all ? ? ? ? ? ? ? ? ? ? ? ? ? ? ? ?SetHandler default-handler ? ? ? ? FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias ?/rt /opt/rt3/bin/mason_handler.fcgi RT_SiteConfig.pm Set($WebPath , "/rt"); Set($WebBaseURL , "http://support.ladotek.com:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); [Tue Jun 28 10:46:23 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/suexec) [Tue Jun 28 10:46:24 2005] [notice] Digest: generating secret for digest authentication ... [Tue Jun 28 10:46:24 2005] [notice] Digest: done [Tue Jun 28 10:46:24 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Tue Jun 28 10:46:24 2005] [notice] LDAP: SSL support unavailable [Tue Jun 28 10:46:24 2005] [notice] FastCGI: process manager initialized (pid 13318) [Tue Jun 28 10:46:24 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13319) [Tue Jun 28 10:46:24 2005] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Tue Jun 28 10:46:24 2005] [notice] Apache/2.0.54 (Fedora) configured -- resuming normal operations _______________________________________________ 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 Wed Jun 29 12:55:07 2005 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Wed, 29 Jun 2005 12:55:07 -0400 (EDT) Subject: [rt-users] SelfService/Display.html patch In-Reply-To: References: Message-ID: I should have included bug-reproduce instructions. Log in as a non-privileged user, view a ticket, and click on "Full Headers". Notice that you are directed back to the home page, rather than the current ticket. On Wed, 29 Jun 2005, Jon Daley wrote: > I noticed today that Display.html (in SelfService) has a couple bugs > in it. (unless I am thinking about things incorrectly) > > It does not respect the Display Mode/Show Headers variable appropriately for > the ShowHistory include. > > It does not set the URI variable, and so the link to "Full Headers" goes to > the wrong place. > > Changes attached. > From tmaciak at ci.grand-rapids.mi.us Wed Jun 29 14:17:55 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Wed, 29 Jun 2005 14:17:55 -0400 Subject: [rt-users] fetchmail Message-ID: <221C759285B78647AEE6181FD6AF36A711064FCA@bambi.grand-rapids.mi.us> I solved my problem related to the rt-mailgate. Turned out that the DNS servers were not set up right and the local server did not know how to access itself by its http://helpdesk name. Also ran newaliases instead of doing the makemap hash aliases From seph at directionless.org Wed Jun 29 14:38:39 2005 From: seph at directionless.org (seph) Date: Wed, 29 Jun 2005 14:38:39 -0400 Subject: [rt-users] Re: email contents missing In-Reply-To: <42C1E47D.50904@synacor.com> (Tom Morgan's message of "Tue, 28 Jun 2005 19:59:57 -0400") References: <42C1E47D.50904@synacor.com> Message-ID: > 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! The people in that Cc field are covered by the NotifyOtherRecipient scrip. seph From ben at electricembers.net Wed Jun 29 14:38:46 2005 From: ben at electricembers.net (ben at electricembers.net) Date: Wed, 29 Jun 2005 11:38:46 -0700 (PDT) Subject: [rt-users] Links in RTFM Articles Message-ID: How can one include a link to an outside URL in an RTFM Article? The custom fields that make up the body of the article could be fill in text or wiki. Ben From sf at isprime.com Wed Jun 29 15:24:34 2005 From: sf at isprime.com (Steve Finkelstein) Date: Wed, 29 Jun 2005 15:24:34 -0400 Subject: [rt-users] Apache Error Log Message-ID: Hello, After a -HUP signal or restart is sent to Apache, this error is normally alleviated, but only on a temporary status. Here's an excerpt's from Apache's error_log, [Wed Jun 29 14:50:15 2005] [error] Connect Failed Too many connections \n at /opt/rt3/lib/RT.pm line 168\n DBI connect ('dbname=rt_db_name;host=localhost;port=3306','rt_user_name_here',...) f ailed: Too many connections at /usr/local/lib/perl5/site_perl/5.8.5/ DBIx/SearchBuilder/Handle.pm line 98 Any suggestions would be appreciated, this is running using Apache 1.3.33 with mod_perl(1) on a FBSD 5.3-STABLE kernel. S. From tmaciak at ci.grand-rapids.mi.us Wed Jun 29 16:50:13 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Wed, 29 Jun 2005 16:50:13 -0400 Subject: [rt-users] custom fields Message-ID: <221C759285B78647AEE6181FD6AF36A7110650DE@bambi.grand-rapids.mi.us> Has anyone created a solution for having a set of custom fields and depending on what custom field they pick, it shows a subset of options for them to pick from? It would be something along the lines of this: Custom Field: Call Type Software Hardware Other Custom Field: Category Parent Child ======= ===== Software Oracle Software Microsoft Software Apache Foundation Hardware Keyboard Hardware Monitor Hardware Mouse Other Item A Other Item B The ticket would ask a user to select from the first custom field, "Call Type" and when they selected their item, it would record that and then allow them to choose a child item under the "Category" field that was related to the parent that they had chosen. 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 phil.labonte at transcore.com Wed Jun 29 17:17:02 2005 From: phil.labonte at transcore.com (Labonte, Phil) Date: Wed, 29 Jun 2005 17:17:02 -0400 Subject: [rt-users] logs Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D331501762092@torex1.tcore.com> Hi, Dumb question. Where is the log (or logs) where I would find where changes to RT are saved. I have deployed RT and have given some users some rights that make me nervous. But I had to give them the rights. Now I want to cover my as... so where are changes to script files and templates kept... Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From harrison at itrd.gov Wed Jun 29 17:27:31 2005 From: harrison at itrd.gov (Harrison, William ) Date: Wed, 29 Jun 2005 17:27:31 -0400 Subject: [rt-users] Logout error Message-ID: <01A46D03C041D64798A18E5A14947AC3119524@NCOEXCHANGE.itrd.gov> Whenever I click Logout, I get an error: Bad Request - Your browser sent a request that this server could not understand. The logout link goes to http://rt.blah.com/NoAuth/Logout.html My logfiles show 123.45.678.90 - - [29/Jun/2005:17:24:09 -0400] "GET /NoAuth/%3C%$URL%%3E HTTP/1.1" 400 226 "-" "Mozilla/5.0 (Windows; U; Windows NT 5.0; en-US; rv:1.7.7) Gecko/20050414" ServerName rt.blah.com 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/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 Suggestions? -------------- next part -------------- An HTML attachment was scrubbed... URL: From ray.walters at kiffanalytical.com Wed Jun 29 17:32:18 2005 From: ray.walters at kiffanalytical.com (Ray Walters) Date: Wed, 29 Jun 2005 14:32:18 -0700 Subject: [rt-users] FC4 - You're almost there! In-Reply-To: <1EA215E8DA7A704FBE8C5F1F39010F6C232AC7@WASHINGTON.companybuilder.com> References: <1EA215E8DA7A704FBE8C5F1F39010F6C232AC7@WASHINGTON.companybuilder.com> Message-ID: <42C31362.8080309@kiffanalytical.com> I don't know if this will solve your problem or not, since I don't use fastcgi, but I had a problem almost identical to yours and I found this fixed it: RewriteEngine On RewriteRule ^(.*)/$ $1/index.html Hope this helps, Ray David Doran wrote: > Thanks David Skrede and Gavin Henry for the help.. > > I have RT3 working with FC4 but only if I use trailing "/". Just like you described, the following works: > > http://support/rt/ > but not: > http://support/rt > > I've been trying to find a work around for this problem but haven't yet. For now, I'll just use http://support/rt/ > > If anyone has a fix for this problem, please let me know. > > Thanks, > > David Doran > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Skrede at TWT.com > Sent: Tuesday, June 28, 2005 2:42 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] FC4 - You're almost there! > > > I had a very similar problem with CenOS/RHEL 4. The problem ended up being a typo (and possibly a misconfiguration, but it works now so I'm not complaining). > > Going to "http://mysite.com/rt" gave me a login screen, after logging in I received the "You're almost there!" page. > > Going to "http://mysite.com/rt/" gave me a login screen where logging in actually worked. > > I also went through several versions of httpd.conf., here is my httpd.conf: > > LoadModule fastcgi_module modules/mod_fastcgi.so > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > NameVirtualHost *:80 > > ServerAdmin root > DocumentRoot /opt/rt3/share/html/ > #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/ > > > > Hope this helps. > > david skrede > skrede at twt.com > > ----- Forwarded by David Skrede/MSN/TWT on 06/28/2005 02:38 PM ----- > > "David Doran" > Sent by: rt-users-bounces at lists.bestpractical.com > 06/28/2005 11:16 AM > > To: > cc: > Subject: [rt-users] FC4 - You're almost there! > > > > Please Reply! > > I'm getting the login page, but when I login, I'm redirected to the > "You're almost there!" page. I understand it has to do with the fastcgi > setup with apache. > I've searched (http://lists.bestpractical.com/search.html) and read all > the postings concerning the "You're almost there!" page, but none has > helped. > > I've already went to www.fastcgi.com for help. > > Are there any log files that I can look at to see any errors to > trouble-shoot? The "You're almost there!" page doesn't provide much > information for trouble-shooting. > > Using Fedora Core 4 distrubution. > > # more /proc/version > Linux version 2.6.11-1.1369_FC4smp > (bhcompile at decompose.build.redhat.com) (gcc version 4.0.0 20050525 (Red > Hat 4.0.0-9)) #1 SMP Thu Jun 2 23:08:39 EDT 2005 > > /etc/httpd/conf/httpd.conf > LoadModule fastcgi_module modules/mod_fastcgi.so > NameVirtualHost *:80 > > ServerName support.ladotek.com > DocumentRoot /opt/rt3/share/html/ > ErrorLog /var/log/httpd-rt-error.log > CustomLog /var/log/httpd-rt.log common > AddHandler fastcgi-script .fcgi > Alias /rt/ /opt/rt3/share/html/ > Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > > Order allow,deny > Allow from all > > > SetHandler default-handler > > > FastCgiIpcDir /tmp > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi > > > RT_SiteConfig.pm > Set($WebPath , "/rt"); > Set($WebBaseURL , "http://support.ladotek.com:80"); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > > [Tue Jun 28 10:46:23 2005] [notice] suEXEC mechanism enabled (wrapper: > /usr/sbin/suexec) > [Tue Jun 28 10:46:24 2005] [notice] Digest: generating secret for digest > authentication ... > [Tue Jun 28 10:46:24 2005] [notice] Digest: done > [Tue Jun 28 10:46:24 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK > [Tue Jun 28 10:46:24 2005] [notice] LDAP: SSL support unavailable > [Tue Jun 28 10:46:24 2005] [notice] FastCGI: process manager initialized > (pid 13318) > [Tue Jun 28 10:46:24 2005] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" started (pid 13319) > [Tue Jun 28 10:46:24 2005] [notice] mod_python: Creating 4 session > mutexes based on 256 max processes and 0 max threads. > [Tue Jun 28 10:46:24 2005] [notice] Apache/2.0.54 (Fedora) configured -- > resuming normal operations > > _______________________________________________ > 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 > -- Raymond Walters Software Developer Kiff Analytical, LLC Office: 530.297.4800 ext.126 www.kiffanalytical.com Leaders in Analytical Science and Service From justin at z-axis.com Wed Jun 29 18:10:30 2005 From: justin at z-axis.com (Justin Bennett) Date: Wed, 29 Jun 2005 15:10:30 -0700 Subject: [rt-users] Problems with fetchmail on Windows Server 2003 Message-ID: <20050629221729.1BA2E4D81F0@diesel.bestpractical.com> All, I just recently installed RT on Windows Server 2003. When I run the "rt-mailgate" shortcut, I get the following error: fetchmail: awakened at Wed Jun 29 14:51:15 2005 2 messages for rt at mx1.z-axis.com. reading message rt at mx1.z-axis.com:1 of 2 (695 header octets) (1692 body octets) .fetchmail: SIGPIPE thrown from an MDA or a stream socket error fetchmail: socket error while delivering to SMTP host mx1.z-axis.com fetchmail: Query status=2 (SOCKET) Here is my rt-mailgate.conf: poll mx1.z-axis.com protocol imap: username rt password PASSWORD mda "c:/Progra~1/OurInternet/Common/perl/bin/perl.exe c:/Progra~1/Ourinternet/Reques~1/rt/bin/rt-mailgate.in --url http://localhost:8284/ --queue IT --action correspond" Anyone have any ideas? Thanks, Justin -------------- next part -------------- An HTML attachment was scrubbed... URL: From jam at omnigroup.com Wed Jun 29 19:09:58 2005 From: jam at omnigroup.com (James Moore) Date: Wed, 29 Jun 2005 16:09:58 -0700 Subject: [rt-users] Automatic image resizing Message-ID: I've just created http://wiki.bestpractical.com/index.cgi?AutomaticImageResize I made this because we get emailed a lot of screenshots that rarely fit inside of the browser window and we're set to display attached images inline. If you get working in other browsers please update the wiki. -James From asparks at doublesparks.net Wed Jun 29 19:35:36 2005 From: asparks at doublesparks.net (Alan Sparks) Date: Wed, 29 Jun 2005 17:35:36 -0600 Subject: [rt-users] Logout error In-Reply-To: <01A46D03C041D64798A18E5A14947AC3119524@NCOEXCHANGE.itrd.gov> References: <01A46D03C041D64798A18E5A14947AC3119524@NCOEXCHANGE.itrd.gov> Message-ID: <42C33048.4000707@doublesparks.net> Harrison, William wrote: > > Whenever I click Logout, I get an error: > > > Bad Request - Your browser sent a request that this server could not > understand. > Sorry this isn't an answer, I've been fighting this too. There's a quick flash before this, which is an uninterpreted Logout.html. For some reason, Mason isn't interpreting this script.... -Alan -- Alan Sparks, UNIX/Linux Systems Integration and Administration From rt-users at mjch.net Wed Jun 29 21:12:42 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Thu, 30 Jun 2005 11:12:42 +1000 Subject: [rt-users] second test (apologies) Message-ID: <20050630011242.GJ8985@sci.monash.edu.au> 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? -- Malcolm Herbert System Administrator ph [990] 54881 rm 28-241 School of GeoSciences From brucekingsland at eAcceleration.com Wed Jun 29 21:14:36 2005 From: brucekingsland at eAcceleration.com (Bruce Kingsland) Date: Wed, 29 Jun 2005 18:14:36 -0700 Subject: [rt-users] HowTo send email about 'new' tickets -- RTv3.4.2 Message-ID: <1120094076.21086.30.camel@brucek.server.accelerationsw.com> 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. 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. Pointers would be most helpful. Thanx! -bk -- Bruce Kingsland brucekingsland at eAcceleration.com desk: 360-598-2855 x 3405 cell: 360-531-3730 ICQ: 273027311 From rt-users at mjch.net Wed Jun 29 21:20:08 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Thu, 30 Jun 2005 11:20:08 +1000 Subject: [rt-users] install issues ... In-Reply-To: <20050630011242.GJ8985@sci.monash.edu.au> References: <20050630011242.GJ8985@sci.monash.edu.au> Message-ID: <20050630012008.GK8985@sci.monash.edu.au> 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 This is a third attempt at posting the following. If you've received the other two I sincerely apologise, however I've not seen them turn up in the archives for the list so I think they just vanished ... anyway, here goes nothing: |Hi all ... I've just installed RT 3.2.3 onto a NetBSD 2.0.2 system with |Perl 5.8.6, PostgreSQL 7.4.7, Apache 1.3.33 and mod_perl 1.29 ... and a |whole heap of Perl modules whose version numbers I'll list iff we need |them ... :) | |Anyway, I have PostgreSQL running OK and have initialised the RT3 |database without problems. Apache seems to be running HTML::Mason OK, |however I'm stuck because of what appear to be errors with the code in |index.html: | ||Error during compilation of /usr/pkg/share/rt3/html/index.html: ||Global symbol "%session" requires explicit package name at /usr/pkg/share/rt3/html/index.html line 101. ||Global symbol "%session" requires explicit package name at /usr/pkg/share/rt3/html/index.html line 124. ||Global symbol "%session" requires explicit package name at /usr/pkg/share/rt3/html/index.html line 124. ||Global symbol "%session" requires explicit package name at /usr/pkg/share/rt3/html/index.html line 139. ||Global symbol "%session" requires explicit package name at /usr/pkg/share/rt3/html/index.html line 151. ||Global symbol "%session" requires explicit package name at /usr/pkg/share/rt3/html/index.html line 72. ||Global symbol "%session" requires explicit package name at /usr/pkg/share/rt3/html/index.html line 90. | |... this strikes me as something obvious that would have been picked |up before any code release which makes me suspect that there's something |wrong with my configuration of Apache or HTML::Mason somewhere ... | |My Apache config is pretty standard apart from adding the following: | |(as recommended in the install notes for mod_perl): | |LoadModule perl_module lib/httpd/mod_perl.so | | PerlHandler Apache::Registry | PerlSendHeader On | SetHandler perl-script | Options +ExecCGI | | |(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? -- Malcolm Herbert System Administrator ph [990] 54881 rm 28-241 School of GeoSciences From rt-users at mjch.net Wed Jun 29 20:51:50 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Thu, 30 Jun 2005 10:51:50 +1000 Subject: [rt-users] testing ... Message-ID: <20050630005150.GG8985@sci.monash.edu.au> I seem to be having problems posting - please ignore this message. -- Malcolm Herbert System Administrator ph [990] 54881 rm 28-241 School of GeoSciences From ghenry at suretecsystems.com Thu Jun 30 05:19:09 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Thu, 30 Jun 2005 10:19:09 +0100 (BST) Subject: [rt-users] Recommended uses [Tieing one e-mail address to different queues?] Message-ID: <40643.193.195.148.66.1120123149.squirrel@webmail.suretecsystems.com> Dear List, We are pretty new to RT. We are currently using http://www.issue-tracker.com I think we will install RTFM too, so we can add annoucements to certain queue's etc. like the annoucement feature in issue-tracker. What is the recommended way to track different support contracts? Can you tie say support at suretecsystems.com to different queues? Or is it best to have say client1 at suretecsystems.com and their own queue? Do people who use RT (companies) provide clients with webaccess too, or just access via e-mail address? Sorry for the basic questions, but I haven't found answers to these questions on the wiki. 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 bestpractical at jon.limedaley.com Thu Jun 30 05:34:37 2005 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Thu, 30 Jun 2005 05:34:37 -0400 (EDT) Subject: [rt-users] Recommended uses [Tieing one e-mail address to different queues?] In-Reply-To: <40643.193.195.148.66.1120123149.squirrel@webmail.suretecsystems.com> References: <40643.193.195.148.66.1120123149.squirrel@webmail.suretecsystems.com> Message-ID: On Thu, 30 Jun 2005, Gavin Henry wrote: > What is the recommended way to track different support contracts? > Can you tie say support at suretecsystems.com to different queues? Or is it > best to have say client1 at suretecsystems.com and their own queue? There was a discussion about a week ago on this list about how to set up procmail / aliases to direct different customers/spam/subject/etc to different queues. > Do people who use RT (companies) provide clients with webaccess too, or > just access via e-mail address? I do, and the place I learned about RT does, but I don't think many users actually use it, and instead just use email. From ghenry at suretecsystems.com Thu Jun 30 05:44:22 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Thu, 30 Jun 2005 10:44:22 +0100 (BST) Subject: [rt-users] [OT] RT vs OTRS Message-ID: <42500.193.195.148.66.1120124662.squirrel@webmail.suretecsystems.com> Dear List, I've just searched the archives and can't see that this has been asked before. Has anyone ever done a feature comparison of OTRS against RT? 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 cartera at lei.net.au Thu Jun 30 05:49:13 2005 From: cartera at lei.net.au (Adrian Carter) Date: Thu, 30 Jun 2005 19:49:13 +1000 Subject: [rt-users] [OT] RT vs OTRS In-Reply-To: <42500.193.195.148.66.1120124662.squirrel@webmail.suretecsystems.com> References: <42500.193.195.148.66.1120124662.squirrel@webmail.suretecsystems.com> Message-ID: <42C3C019.1070501@lei.net.au> Looks close, but not close enough... missing Ticket ACL's and stuff... Nice screenshots though.. and Time Accounting (real) is nice... Web-Interface: * Agent web interface for viewing and working on all customer requests * Admin web interface for changing system things * Customer web interface for viewing and sending infos to the agents * Webinterface with themes support * Webinterface with Single sign on (e. g. HTTPBasicAuth or LogonTickets) * Multi language support (Brazilian Portuguese, Bulgarian, Czech, Dutch, English, Finnish, French, German, Italian, Polish, Portuguese, Russian and Spanish) * customize the output templates (dtl) release independently * Webinterface with multi attachment support * easy and logical to use Email-Interface: * MIME support (attachments) * dispatching of incoming email via email addess or x-header * autoresponders for customers by incoming emails (per queue) * auto convert of incoming html only emails to text/plain (to get it easier searchable) * email-notification to the agent by new tickets, follow ups or lock timeouts * follow up check based on references and in-reply-to header Ticket: * custom queue view and queue view of all requests * Ticket locking * Ticket replies (standard responses) * Ticket autoresponders per queue * Ticket history, evolution of ticket status and actions taken on ticket * abaility to add notes (with different note types) to a ticket * Ticket zoom feature * Tickets can be bounced or forwarded to other email addresses * Ticket can be moved to a different queue (this is helpful if emails are for a specific subject) * Ticket priority * Ticket time accounting * Ticket print view * Ticket pending feature * Ticket bulk feature * Generic agent to do automatically actions on tickets (based on scheduled jobs) * content fulltext search System: * ASP (activ service providing) support * Customer Source can be used from a SQL databases or LDAP (e. g. eDirectory, AD, OpenLDAP) * TicketHook free setable like 'Call#', 'MyTicket#', 'Request#' or 'Ticket#' * Ticket number format free setable * central database, support of different SQL databases (e. g. MySQL, PostgeSQL, MaxDB/SAPDB, Oracle and DB2) * a stats framework * utf-8 support for frontend and backend * agent authentication against database, ldap, httpauth or radius * customer authentication against database, ldap, httpauth or radius * creation and configuration of user accounts, and groups * creation of standard responses * creation of sub queue * signature configuration per queue * salutation configuration per queue * email-notification of administrators * email-notification sent to problem reporter (by create, locked, deleted, moved and closed) * submitting update-info (via email or webinterface) * deadlines for trouble tickets * global TimeZone feature * different levels of permissions/access-rights * easy to develope you own addon's (OTRS API) * easy to write different frontends (e. g. X11, console, ...) * a fast and usefull application Todo OTRS 2.0: * TicketHookDivider (already in CVS HEAD) * database xml interface (driver for different databases) (already in CVS HEAD) * WorkingTime support (already in CVS HEAD) * PGP support (already in CVS HEAD) * SMIME support (already in CVS HEAD) * Role feature (already in CVS HEAD) * Ticket ACL support (already in CVS HEAD) * Link support of objects link tickets, faqs, ... (already in CVS HEAD) * OTRS web package manager (to install applications like calendar or filemanager) * Web config editor * Workflow feature Todo: * API to other ticket systems like Paregrine * XML interface Gavin Henry wrote: >Dear List, > >I've just searched the archives and can't see that this has been asked >before. > >Has anyone ever done a feature comparison of OTRS against RT? > >Thanks, > >Gavin. > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From ghenry at suretecsystems.com Thu Jun 30 06:18:44 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Thu, 30 Jun 2005 11:18:44 +0100 (BST) Subject: [rt-users] [OT] RT vs OTRS Message-ID: <46191.193.195.148.66.1120126724.squirrel@webmail.suretecsystems.com> -- 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/ > Looks close, but not close enough... missing Ticket ACL's and stuff... > > Nice screenshots though.. and Time Accounting (real) is nice... > LoL. I read that too, but I meant from a real world point of view. 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 tmaciak at ci.grand-rapids.mi.us Thu Jun 30 08:25:17 2005 From: tmaciak at ci.grand-rapids.mi.us (Maciak, TJ) Date: Thu, 30 Jun 2005 08:25:17 -0400 Subject: [rt-users] logs Message-ID: <221C759285B78647AEE6181FD6AF36A7110651A9@bambi.grand-rapids.mi.us> Phil, I dont know if this is what you are looking for exactly, but in the DB there is a TRANSACTION table and if you look for the records that have data in "OLDVALUE" and "NEWVALUE" columns then you will find all the stuff that has been changed. 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 Labonte, Phil Sent: Wednesday, June 29, 2005 5:17 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] logs Hi, Dumb question. Where is the log (or logs) where I would find where changes to RT are saved. I have deployed RT and have given some users some rights that make me nervous. But I had to give them the rights. Now I want to cover my as... so where are changes to script files and templates kept... Thanks. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rblanco at ats-connection.com.br Thu Jun 30 08:43:05 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Thu, 30 Jun 2005 09:43:05 -0300 Subject: [rt-users] Which Hardware is necessary to server RT? Message-ID: 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! -------------- next part -------------- An HTML attachment was scrubbed... URL: From szinck at gmail.com Thu Jun 30 08:44:09 2005 From: szinck at gmail.com (Steve Zinck) Date: Thu, 30 Jun 2005 09:44:09 -0300 Subject: [rt-users] RT 3.4.2 and Oracle 10g backend Message-ID: <35dc242505063005441eee8ba4@mail.gmail.com> I'm having troubles getting RT 3.4.2 fully installed with an Oracle 10g database. Here's the software I'm using: RT 3.4.2 SuSE Linux 9 DBD::Oracle 1.1.6 Oracle client 10.1.0.3 Oracle 10g on a remote system make test-deps checks ok out. The RT software itself installs fine and is working with fastcgi; the web site loads without any problems. The problem I'm having is with the make initialize-database part. Here are the details: Create rt user with this command: create user rt identified by rt default tablespace rt_d1 temporary tablespace temp; grant resource, connect, query rewrite to rt; Then I run make initialize-database: # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba rt --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Oracle instance on oracle.site.com as rt. 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. ...skipped as rt is not rt or we're working with Oracle. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...[Thu Jun 30 09:31:20 2005] [warning]: DBD::Oracle::st execute failed: ORA-00600: internal error code, arguments: [kpofdr-long], [], [], [], [], [], [], [] (DBD ERROR: error possibly near <*> indicator at char 15 in 'SELECT * FROM <*>Principals WHERE id = :p1') [for Statement "SELECT * FROM Principals WHERE id = ?" with ParamValues: :p1='1'] at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 480. (/opt/rt3/lib/RT.pm:277) [Thu Jun 30 09:31:20 2005] [warning]: RT::Handle=HASH(0x8cba890) couldn't execute the query 'SELECT * FROM Principals WHERE id = ?' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 494. (/opt/rt3/lib/RT.pm:277) [Thu Jun 30 09:31:20 2005] [warning]: Use of uninitialized value in hash element at /usr/lib/perl5/site_perl/5.8.3/Cache/Simple/TimedExpiry.pm line 96. (/opt/rt3/lib/RT.pm:277) [Thu Jun 30 09:31:20 2005] [warning]: Use of uninitialized value in concatenation (.) or string at /opt/rt3/lib/RT/Principal_Overlay.pm line 127. (/opt/rt3/lib/RT.pm:277) [Thu Jun 30 09:31:20 2005] [crit]: Found a principal () that was neither a user nor a group (/opt/rt3/lib/RT/Principal_Overlay.pm:127) [Thu Jun 30 09:31:20 2005] [crit]: Can't call method "Id" on an undefined value at /opt/rt3/lib/RT/Group_Overlay.pm line 573. (/opt/rt3/lib/RT.pm:285) make: *** [initialize-database] Error 255 ----- Thoughts? All the tables seem to be created, including the Principals table, but there are no rows. Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From ktm at it.is.rice.edu Thu Jun 30 08:52:43 2005 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Thu, 30 Jun 2005 07:52:43 -0500 Subject: [rt-users] Which Hardware is necessary to server RT? In-Reply-To: References: Message-ID: <20050630125243.GB19896@it.is.rice.edu> On Thu, Jun 30, 2005 at 09:43:05AM -0300, 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! > Mr. Blanco, It will depend on how many tickets you expect to log in your system. I would have a system with at least 1GB of memory and mirrored disk drives for redundancy. We have 2 systems, one for the DB and the other for the Web server. If one fails, the other system can take over both functions albeit with reduced performance. Ken From rblanco at ats-connection.com.br Thu Jun 30 08:59:55 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Thu, 30 Jun 2005 09:59:55 -0300 Subject: RES: [rt-users] Which Hardware is necessary to server RT? Message-ID: Thank you for the answer. I believe that will open around 30 tickets a day and 10 simultaneous users in the system. thank you! -----Mensagem original----- De: Kenneth Marshall [mailto:ktm at it.is.rice.edu] Enviada em: quinta-feira, 30 de junho de 2005 09:53 Para: rt-users at lists.bestpractical.com Assunto: Re: [rt-users] Which Hardware is necessary to server RT? On Thu, Jun 30, 2005 at 09:43:05AM -0300, 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! > Mr. Blanco, It will depend on how many tickets you expect to log in your system. I would have a system with at least 1GB of memory and mirrored disk drives for redundancy. We have 2 systems, one for the DB and the other for the Web server. If one fails, the other system can take over both functions albeit with reduced performance. Ken _______________________________________________ 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 Thu Jun 30 09:04:27 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 30 Jun 2005 09:04:27 -0400 Subject: [rt-users] Which Hardware is necessary to server RT? In-Reply-To: References: Message-ID: <42C3EDDB.6030706@ucrwcu.rwc.uc.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? > 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. > > > 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 > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From bwspolarich at uscar.org Thu Jun 30 09:26:21 2005 From: bwspolarich at uscar.org (Brian W. Spolarich) Date: Thu, 30 Jun 2005 09:26:21 -0400 Subject: [rt-users] Which Hardware is necessary to server RT? Message-ID: <3AF76382C31760418AF0FBFD84F71403037C2A34@MI8NYCMAIL07.Mi8.com> rt-users-bounces at lists.bestpractical.com wrote: > Thank you for the answer. > > I believe that will open around 30 tickets a day and 10 > simultaneous users in the system. That's a pretty lightly-loaded web server. I would guess you could get away with a cheap Intel server, at least 1GHz and 512MB. You could also get away with software mirroring which would save you from a drive failure. A server-class machine (e.g. HP ML150, around $1300) would be great, but if you have a tight budget you could go with a PC-class machine. From Joseph_Micciche at Progressive.com Thu Jun 30 09:28:30 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Thu, 30 Jun 2005 09:28:30 -0400 Subject: [rt-users] Help w/ Dirk's HideGlobalScrips per queue In-Reply-To: <20050630094927.270534D822C@diesel.bestpractical.com> Message-ID: I applied Dirk Pape's Request Tracker modification HideGlobalScrips V1.1b1to my RT V3.2.3 installation, running MySQL V4.0.20, Apache 1.33 and mod_perl. I can go into Config->Global->Scrips and have the option to delete, active, deactive. *BUT* when I go into Config->Queue->->Scrips, I get the following error. I do have a new table in my RT db, it is called QueueDeactivatedScrips. I do not have any errors related to this in my rt.log. I'm unsure of how to proceed to get this modification to work - is it as simple as deleting the cached mason data? Thanks in advance for any help! (I am emailing the list b/c I believe Dirk's OoO message has him out until 7/14.) error: $id already defined at /usr/local/rt/share/html/Admin/Elements/DeactivateGlobalScrips line 214 context: ... 210: } 211: } 212: 213: 214: <%ARGS> 215: $id => undef 216: 217: %# BEGIN LICENSE BLOCK 218: %# ... code stack: /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm:595 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Compiler.pm:360 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm:271 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm:188 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm:136 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm:98 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Compiler.pm:210 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Compiler/ToObject.pm:75 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Compiler/ToObject.pm:115 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Interp.pm:308 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm:892 g /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm:996 g /usr/local/rt/share/html/Admin/Queues/Scrips.html:55 g /usr/local/rt/share/html/autohandler:221 g raw error $id already defined at /usr/local/rt/share/html/Admin/Elements/DeactivateGlobalScrips line 214 Trace begun at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm line 595 HTML::Mason::Lexer::throw_syntax_error('HTML::Mason::Lexer=HASH(0x946e8a8)', '$id already defined') called at /usr/local/perl/lib/site_perl/5.8.4 /HTML/Mason/Compiler.pm line 360 HTML::Mason::Compiler::variable_declaration('HTML::Mason::Compiler::ToObject=HASH(0x946e890)', 'block_type', 'args', 'type', '$', 'name', 'id', 'default', ' undef') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm line 271 HTML::Mason::Lexer::variable_list_block('HTML::Mason::Lexer=HASH(0x946e8a8)', 'HASH(0x976ddd8)') called at /usr/local/perl/lib/site_perl/5.8.4 /HTML/Mason/Lexer.pm line 188 HTML::Mason::Lexer::match_block('HTML::Mason::Lexer=HASH(0x946e8a8)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm line 136 HTML::Mason::Lexer::start('HTML::Mason::Lexer=HASH(0x946e8a8)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm line 98 eval {...}('HTML::Mason::Lexer=HASH(0x946e8a8)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Lexer.pm line 96 HTML::Mason::Lexer::lex(undef, 'comp_source', 'SCALAR(0x8b41278)', 'name', '/usr/local/rt/share/html/Admin/Elements/DeactivateGlobalScrips', 'compiler', 'HTML::Mason::Compiler::ToObject=HASH(0x946e890)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Compiler.pm line 210 HTML::Mason::Compiler::compile(undef, 'fh', '*HTML::Mason::Tools::FH', 'name', '/usr/local/rt/share/html/Admin/Elements/DeactivateGlobalScrips', 'comp_source', 'SCALAR(0x8b41278)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Compiler/ToObject.pm line 75 HTML::Mason::Compiler::ToObject::compile('HTML::Mason::Compiler::ToObject=HASH(0x946e890)', 'comp_source', 'SCALAR(0x8b41278)', 'name', '/usr/local/rt/share/html/Admin/Elements/DeactivateGlobalScrips', 'comp_class', 'HTML::Mason::Component::FileBased', 'fh', '*HTML::Mason::Tools::FH') called at /usr/local/perl/lib/site_perl/5.8.4 /HTML/Mason/Compiler/ToObject.pm line 115 HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', '/usr/local/rt/var/mason_data/obj/standard/Admin/Elements/DeactivateGlobalScrips', 'source', 'HTML::Mason::ComponentSource=HASH(0x973ba68)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Interp.pm line 308 HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0x946e998)', '/Admin/Elements/DeactivateGlobalScrips') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 892 HTML::Mason::Request::fetch_comp('HTML::Mason::Request::ApacheHandler=HASH(0x951aed0)', '/Admin/Elements/DeactivateGlobalScrips') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 996 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x951aed0)', '/Admin/Elements/DeactivateGlobalScrips', 'id', 1) called at /usr/local/rt/share/html/Admin/Queues/Scrips.html line 55 HTML::Mason::Commands::__ANON__('id', 1, 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9835914)', 'id', 1, 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4 /HTML/Mason/Request.pm line 1074 eval {...}('HTML::Mason::Component::FileBased=HASH(0x9835914)', 'id', 1, 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4 /HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'id', 1, 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x951aed0)', 'id', 1) called at /usr/local/rt/share/html/autohandler line 221 HTML::Mason::Commands::__ANON__('id', 1) called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x958aba8)', 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4 /HTML/Mason/Request.pm line 1069 eval {...}('HTML::Mason::Component::FileBased=HASH(0x958aba8)', 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...}(undef, undef, undef, 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...}(undef, undef, undef, 'id', 1) called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x951aed0)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x951aed0)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x951aed0)') called at /usr/local/perl/lib/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x945ccb4)', 'Apache=SCALAR(0x951e520)') called at /usr/local/rt/bin/webmux.pl line 126 eval {...}('HTML::Mason::ApacheHandler=HASH(0x945ccb4)', 'Apache=SCALAR(0x951e520)') called at /usr/local/rt/bin/webmux.pl line 126 RT::Mason::handler('Apache=SCALAR(0x951e520)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x951e520)') called at /dev/null line 0 Joe Micciche From rickr at rice.edu Thu Jun 30 10:09:10 2005 From: rickr at rice.edu (Rick Russell) Date: Thu, 30 Jun 2005 09:09:10 -0500 Subject: [rt-users] RSS In-Reply-To: <42BFC8D2.4080703@lei.net.au> References: <8d4ad9b905062701483b5623ae@mail.gmail.com> <42BFC7F2.5030107@lei.net.au> <42BFC8D2.4080703@lei.net.au> Message-ID: <42C3FD06.7060805@rice.edu> Adrian Carter wrote: > just remember.. you need to have an open session for that user to RT or > use searches that are available to 'everyone'. Or, if you don't mind the security risk, you can append &user=username&pass=password to the end of the RSS URL. I created a "read-only" account on our RT for this purpose, and it worked great. The only disadvantage: when you open the URL in the RSS item, you are logged in with the read-only identity. 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 pieter at West.NL Thu Jun 30 10:15:39 2005 From: pieter at West.NL (Pieter van der Spek) Date: Thu, 30 Jun 2005 16:15:39 +0200 Subject: [rt-users] trying to write some extensions Message-ID: <42C3FE8B.7080207@west.nl> I'm trying to write some extension that add menu items and some underlying functionality. However, when I try to use "$m->dhandler_arg" it is always empty. I've got no clue as to why this is. Should I register the dhandler file somewhere or is because I use it within a "<%perl>"-section? I hope someone can give me some pointers. -- -- Pieter van der Spek, pieter at west.nl, West Consulting B.V., +31 15 2191 600 From jlee110 at yahoo.com Thu Jun 30 10:35:53 2005 From: jlee110 at yahoo.com (James Lee) Date: Thu, 30 Jun 2005 07:35:53 -0700 (PDT) Subject: [rt-users] upgrade from 3.2.2 to 3.4.2? Message-ID: <20050630143553.20158.qmail@web51712.mail.yahoo.com> hi, i'm using RT3.2.2 with oracle 9206 on linux. is there a strong reason that i should upgrade to RT3.4.2? RT3.2.2 is working fine at my site and i'm not encountering any bugs. but if there're significant changes between these 2 releases then i'd consider the upgrade. thanks jim __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From fjonckers at Interconnect.be Thu Jun 30 10:52:49 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Thu, 30 Jun 2005 16:52:49 +0200 Subject: [rt-users] Fetchmail under Windows Message-ID: > 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) > Another thread said to install the cygwin package and run it > as the user who'll run fetchmail. Tried that. 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 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 Thu Jun 30 10:46:26 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Thu, 30 Jun 2005 16:46:26 +0200 Subject: [rt-users] Disable notifications to the listed recipients-Problems Message-ID: This is indeed very confusing for users.... I had numerous instances where users clicked the [SAVE CHANGES] to update the ticket and so not saving the reply or comment entry they just made 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 bestpractical at jon.limedaley.com Thu Jun 30 11:34:37 2005 From: bestpractical at jon.limedaley.com (Jon Daley) Date: Thu, 30 Jun 2005 11:34:37 -0400 (EDT) Subject: [rt-users] FC4 - You're almost there! In-Reply-To: <42C31362.8080309@kiffanalytical.com> References: <1EA215E8DA7A704FBE8C5F1F39010F6C232AC7@WASHINGTON.companybuilder.com> <42C31362.8080309@kiffanalytical.com> Message-ID: What is your WebPath set to in RT_SiteConfig.pm? Perhaps you a trailing slash there is causing the problem? Mine is: Set($WebPath , "/support"); On Wed, 29 Jun 2005, Ray Walters wrote: > I don't know if this will solve your problem or not, since I don't use > fastcgi, but I had a problem almost identical to yours and I found this fixed > it: > > RewriteEngine On > RewriteRule ^(.*)/$ $1/index.html > > > Hope this helps, > > Ray > > David Doran wrote: >> Thanks David Skrede and Gavin Henry for the help.. >> >> I have RT3 working with FC4 but only if I use trailing "/". Just like you >> described, the following works: >> >> http://support/rt/ >> but not: http://support/rt >> I've been trying to find a work around for this problem but haven't yet. >> For now, I'll just use http://support/rt/ >> >> If anyone has a fix for this problem, please let me know. >> >> Thanks, >> >> David Doran >> >> -----Original Message----- >> From: rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >> Skrede at TWT.com >> Sent: Tuesday, June 28, 2005 2:42 PM >> To: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] FC4 - You're almost there! >> >> >> I had a very similar problem with CenOS/RHEL 4. The problem ended up being >> a typo (and possibly a misconfiguration, but it works now so I'm not >> complaining). >> Going to "http://mysite.com/rt" gave me a login screen, after logging in I >> received the "You're almost there!" page. >> Going to "http://mysite.com/rt/" gave me a login screen where logging in >> actually worked. >> I also went through several versions of httpd.conf., here is my httpd.conf: >> LoadModule fastcgi_module modules/mod_fastcgi.so >> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 ScriptAlias >> /rt /opt/rt3/bin/mason_handler.fcgi >> NameVirtualHost *:80 ServerAdmin root >> DocumentRoot /opt/rt3/share/html/ #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/ >> >> Hope this helps. >> david skrede skrede at twt.com >> ----- Forwarded by David Skrede/MSN/TWT on 06/28/2005 02:38 PM ----- >> "David Doran" Sent by: >> rt-users-bounces at lists.bestpractical.com 06/28/2005 11:16 AM >> To: cc: >> Subject: [rt-users] FC4 - You're almost there! >> >> >> >> Please Reply! >> I'm getting the login page, but when I login, I'm redirected to the >> "You're almost there!" page. I understand it has to do with the fastcgi >> setup with apache. I've searched >> (http://lists.bestpractical.com/search.html) and read all >> the postings concerning the "You're almost there!" page, but none has >> helped. >> I've already went to www.fastcgi.com for help. >> Are there any log files that I can look at to see any errors to >> trouble-shoot? The "You're almost there!" page doesn't provide much >> information for trouble-shooting. >> >> Using Fedora Core 4 distrubution. >> >> # more /proc/version >> Linux version 2.6.11-1.1369_FC4smp >> (bhcompile at decompose.build.redhat.com) (gcc version 4.0.0 20050525 (Red >> Hat 4.0.0-9)) #1 SMP Thu Jun 2 23:08:39 EDT 2005 >> >> /etc/httpd/conf/httpd.conf >> LoadModule fastcgi_module modules/mod_fastcgi.so >> NameVirtualHost *:80 >> >> ServerName support.ladotek.com >> DocumentRoot /opt/rt3/share/html/ >> ErrorLog /var/log/httpd-rt-error.log >> CustomLog /var/log/httpd-rt.log common >> AddHandler fastcgi-script .fcgi >> Alias /rt/ /opt/rt3/share/html/ >> Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ >> >> Order allow,deny >> Allow from all >> >> >> SetHandler default-handler >> >> >> FastCgiIpcDir /tmp >> FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 >> ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi >> >> >> RT_SiteConfig.pm >> Set($WebPath , "/rt"); >> Set($WebBaseURL , "http://support.ladotek.com:80"); >> Set($WebURL , $WebBaseURL . $WebPath . "/"); >> >> >> >> [Tue Jun 28 10:46:23 2005] [notice] suEXEC mechanism enabled (wrapper: >> /usr/sbin/suexec) >> [Tue Jun 28 10:46:24 2005] [notice] Digest: generating secret for digest >> authentication ... >> [Tue Jun 28 10:46:24 2005] [notice] Digest: done >> [Tue Jun 28 10:46:24 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK >> [Tue Jun 28 10:46:24 2005] [notice] LDAP: SSL support unavailable >> [Tue Jun 28 10:46:24 2005] [notice] FastCGI: process manager initialized >> (pid 13318) >> [Tue Jun 28 10:46:24 2005] [warn] FastCGI: server >> "/opt/rt3/bin/mason_handler.fcgi" started (pid 13319) >> [Tue Jun 28 10:46:24 2005] [notice] mod_python: Creating 4 session >> mutexes based on 256 max processes and 0 max threads. >> [Tue Jun 28 10:46:24 2005] [notice] Apache/2.0.54 (Fedora) configured -- >> resuming normal operations >> >> _______________________________________________ >> 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 >> > > -- > Raymond Walters > Software Developer > Kiff Analytical, LLC > Office: 530.297.4800 ext.126 > > www.kiffanalytical.com > Leaders in Analytical Science and Service > _______________________________________________ > 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 Jun 30 13:23:50 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Thu, 30 Jun 2005 14:23:50 -0300 Subject: [rt-users] Reset numbers of the Tickets Message-ID: Hi, I Would like to know as I could alter or to advance the numbers of the tickets? Would anybody know the procedures used in this task? Rodrigo Blanco Engenheiro de Suporte ATS Advanced Technology Solutions Av. Paulista, 2421 5? andar 01311-300 - Bela Vista - S?o Paulo - Brasil Tel/Fax: +5511-3087-9000 Web: www.ats-connection.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From davidy at funkypenguin.co.za Thu Jun 30 13:54:36 2005 From: davidy at funkypenguin.co.za (David Young) Date: Thu, 30 Jun 2005 19:54:36 +0200 Subject: [rt-users] Set ticket custom field based on requestor custom user field In-Reply-To: References: Message-ID: <1120154077.8318.3.camel@gambit> Hi guys, I have progressed with my auto-department idea.. to the following: I've create a custom USER field, called "user_dept"... I've also created a custom TICKET field, called "ticket_dept"... I'd like to create a scrip, oncreate, which sets the value of the ticket_dept to the value of the user_dept for the user. I've looked at some of the sample scrips available on the website, and some do part of what I want to do, but I'm having trouble understanding how to put it together. Could somebody give me some tips, or point me in the right direction? Many thanks, David -------------- next part -------------- An HTML attachment was scrubbed... URL: From carbon60 at gmail.com Thu Jun 30 14:24:34 2005 From: carbon60 at gmail.com (Adam Sherman) Date: Thu, 30 Jun 2005 14:24:34 -0400 Subject: [rt-users] Related Objects Message-ID: <1cc3561805063011245a95a37@mail.gmail.com> I'm curious to know what kind of solutions people have implemented to manage related data such as system records, user records, external records (such as ISP accounts, etc) as it affects tickets? Thanks, A. -- Adam Sherman Technologist From rblanco at ats-connection.com.br Thu Jun 30 15:44:15 2005 From: rblanco at ats-connection.com.br (Rodrigo Blanco) Date: Thu, 30 Jun 2005 16:44:15 -0300 Subject: ENC: [rt-users] Which Hardware is necessary to server RT? Message-ID: Hi, Please, if more somebody has more some opinions on the e-mail below, please send me. Thank you! -----Mensagem original----- De: Brian W. Spolarich [mailto:bwspolarich at uscar.org] Enviada em: quinta-feira, 30 de junho de 2005 10:26 Para: Rodrigo Blanco; Kenneth Marshall Cc: Lista RT Assunto: RE: [rt-users] Which Hardware is necessary to server RT? rt-users-bounces at lists.bestpractical.com wrote: > Thank you for the answer. > > I believe that will open around 30 tickets a day and 10 > simultaneous users in the system. That's a pretty lightly-loaded web server. I would guess you could get away with a cheap Intel server, at least 1GHz and 512MB. You could also get away with software mirroring which would save you from a drive failure. A server-class machine (e.g. HP ML150, around $1300) would be great, but if you have a tight budget you could go with a PC-class machine. From ant at suave.net Thu Jun 30 16:23:08 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Thu, 30 Jun 2005 16:23:08 -0400 Subject: ENC: [rt-users] Which Hardware is necessary to server RT? In-Reply-To: References: Message-ID: <20050630202308.GA6519@suave.net> I run a system that right now has about 10 users, not concurrent, and just a few tickets modifed each day, it is running on a 500Mhz k6-2 box with 256MB of ram. I am guessing I could handle quite a bit than that on this box and only have problems with heavy duty searches. My guess is that a low end system would handle most any internal need... it is the ones that allow ther general public to interact with them that need to go high end. On Thu, Jun 30, 2005 at 04:44:15PM -0300, Rodrigo Blanco wrote: > Hi, > > Please, if more somebody has more some opinions on the e-mail below, > please send me. > > > Thank you! > > -----Mensagem original----- > De: Brian W. Spolarich [mailto:bwspolarich at uscar.org] > Enviada em: quinta-feira, 30 de junho de 2005 10:26 > Para: Rodrigo Blanco; Kenneth Marshall > Cc: Lista RT > Assunto: RE: [rt-users] Which Hardware is necessary to server RT? > > rt-users-bounces at lists.bestpractical.com wrote: > > Thank you for the answer. > > > > I believe that will open around 30 tickets a day and 10 > > simultaneous users in the system. > > That's a pretty lightly-loaded web server. > > I would guess you could get away with a cheap Intel server, at least > 1GHz and 512MB. You could also get away with software mirroring which > would save you from a drive failure. > > A server-class machine (e.g. HP ML150, around $1300) would be great, > but if you have a tight budget you could go with a PC-class machine. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= "This voice told me to be a... golf pro..." -- Johnny Fever From Joseph_Micciche at Progressive.com Thu Jun 30 16:55:46 2005 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Thu, 30 Jun 2005 16:55:46 -0400 Subject: [rt-users] Re: Help w/ Dirk's HideGlobalScrips per queue Message-ID: Please disregard. I ran the make install multiple times which appended code to DeactivateGlobalScrips - once I cleaned that up, everything works fine! Joe Micciche ----- Forwarded by Joseph Micciche/00/Progressive on 06/30/2005 04:53 PM ----- Joseph Micciche/00/Progressive wrote on 06/30/2005 09:28:30 AM: > I applied Dirk Pape's Request Tracker modification HideGlobalScrips > V1.1b1to my RT V3.2.3 installation, running MySQL V4.0.20, Apache 1. > 33 and mod_perl. I can go into Config->Global->Scrips and have the > option to delete, active, deactive. *BUT* when I go into > Config->Queue->->Scrips, I get the following error. I do > have a new table in my RT db, it is called QueueDeactivatedScrips. I > do not have any errors related to this in my rt.log. > From anner at blast.com Thu Jun 30 17:37:16 2005 From: anner at blast.com (Anne Ramey) Date: Thu, 30 Jun 2005 17:37:16 -0400 Subject: [rt-users] setting ticket owner automatically Message-ID: <42C4660C.8070900@blast.com> I have a queue that only one user is responsible for any ticket that goes to that queue. I'd like to set a scrip that sets the owner to that user on creation. I tried to create one that was user defined, with template blank, and Custom action preparation code: set owner = 'userid'; it didn't work. pointers? -- Anne From alex at longhill.brighton-hove.sch.uk Thu Jun 30 20:52:53 2005 From: alex at longhill.brighton-hove.sch.uk (Alex Harrington) Date: Fri, 1 Jul 2005 01:52:53 +0100 Subject: [rt-users] setting ticket owner automatically Message-ID: > I'd like to set a scrip that sets the owner to that user on creation. Create a new scrip for that queue as follows: Condition: OnCreate Action: User Defined Template: Global template: Blank Stage: Transaction Create Custom Condition: Custom action prep. code: return 1; Custom action cleanup code: # get actor ID my $User = new RT::User($RT::SystemUser); # Put the email address of the user who needs to own tickets in this queue in here! $User->LoadByEmail("user\@domain.tld"); my $Actor = $User->id; # if actor is RT_SystemUser then get out of here return 1 if $Actor == $RT::SystemUser->id; # get out unless ticket owner is nobody return 1 unless $self->TicketObj->Owner == $RT::Nobody->id; # ok, try to change owner $RT::Logger->info("Auto assign ticket #". $self->TicketObj->id ." to user #". $Actor ); my ($status, $msg) = $self->TicketObj->SetOwner( $Actor ); unless( $status ) { $RT::Logger->warning( "Impossible to assign tickt to $Actor: $msg" ); return undef; } return 1; Hope that's helpful. Cheers -- Alex Harrington - IT Support, Longhill High School t: 01273 304086 | e: alex at longhill.org.uk From lamont at cluepon.com Thu Jun 30 20:31:36 2005 From: lamont at cluepon.com (Lamont Lucas) Date: Thu, 30 Jun 2005 17:31:36 -0700 Subject: [rt-users] RTFM articles in a drop box vs keyword search Message-ID: <20050701003135.GA99527@clavin.cluepon.com> Hi guys. I'm attempting to migrate our customer service folks from their ancient Mustang implementation to RT3. Everything seems to be pretty easy so far, but there's one mustang feature that I'd like to figure out how to implement. Our customer service folks rely heavily on canned responses. Under the old (mustang) UI, that was a window filled with the canned responses. When they were working on a ticket/request, they'd just doubleclick the canned response and it would drop into the working text response window. I'd like to find a way to select an article from a list, or at least a drop down selector. The current mechanism seems to be a keyword search. Does anybody know of a way to display a scrollable window of articles for inclusion under the Update Ticket window? -- - Lamont "I am not an atomic playboy." From alexmv at bestpractical.com Thu Jun 30 18:03:20 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 30 Jun 2005 18:03:20 -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: <42C2833B.9070603@ultra-secure.de> References: <42C2833B.9070603@ultra-secure.de> Message-ID: <1120169000.22363.5.camel@zoq-fot-pik.mit.edu> 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. Or, rather, there was a bug. It is now fixed in the SVN repository; if you care in the short term, a patch is attached. - Alex