From lwang at clusterfs.com Tue Nov 1 02:34:19 2005 From: lwang at clusterfs.com (lwang) Date: Tue, 01 Nov 2005 15:34:19 +0800 Subject: [rt-users] How to add a group using the command line rt Message-ID: <43671A7B.8040802@clusterfs.com> Hi all, Could anyone tell me how to add a group using the command line rt? I tried to add a group in this way: rt create -t group set Name="new-group" But I got this error "Unknown object type: group". I have rt-3.4.4 installed. Thanks in advance. - Wang From torsten.brumm at kuehne-nagel.com Tue Nov 1 02:46:39 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 1 Nov 2005 08:46:39 +0100 Subject: AW: [rt-users] how to add Statistics to menu In-Reply-To: Message-ID: Hi Randy, So far i know, the stat package add itself to the Menu., But be carefull, the old stat package has a bug in the Tabs File, this wont bring you back to the Tickets Link. Attached a "small" mod working for me (RT344) i have moved the Statistics from the Main Menu into the Tools Submenu. There is also a userdoc Submenu included. Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Randy Paries > Gesendet: Dienstag, 1. November 2005 05:47 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] how to add Statistics to menu > > Hello, > I have the module Statistics installed and working > > But i can not figure out how to add it to the tools or > whereever it belongs so it is visiable to the privilaged users > > MY RT is 3.4.4 > > Thanks > Randy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- A non-text attachment was scrubbed... Name: Statistics.zip Type: application/octet-stream Size: 19731 bytes Desc: not available URL: From lwang at clusterfs.com Tue Nov 1 03:18:07 2005 From: lwang at clusterfs.com (lwang) Date: Tue, 01 Nov 2005 16:18:07 +0800 Subject: [rt-users] How to add a custom field to specify a group Message-ID: <436724BF.7080106@clusterfs.com> Hi all, I want to add a custom field to tickets to specify which group this ticket belongs to. When I add a custom field named "group" to every ticket, it asks me to input some possible values for this custom field. However I just like to make it one of my already defined groups. Any advice is appreciated. I am using rt-3.4.4 Thanks a lot. - Wang From ruslan.zakirov at gmail.com Tue Nov 1 04:05:12 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 1 Nov 2005 12:05:12 +0300 Subject: [rt-users] Parent Queues In-Reply-To: <20051031163451.GA14049@gabriel.internal.vinsander.se> References: <20051031163451.GA14049@gabriel.internal.vinsander.se> Message-ID: <589c94400511010105s4fa460a6q356280f6ba5cc4b7@mail.gmail.com> On 10/31/05, Andreas Vinsander wrote: > On Mon, Oct 31, 2005 at 04:34:21PM +1100, Mark Schroder wrote: > > > > We have many companies that use our system and we would like each company to > > be able to review outstanding tickets in a queue for their company only. > > e.g. Queue name Client1PMqueue, Client2PMqueue are linked to a parent queue > > PMQueue that allows us to view all requests for the PM system. > > Seems a bit odd to have different queues for the same product. Wouldn't > it make sense to give proper rights to the users so that they only can > view their own tickets (having all tickets for a certain product in one queue)? +1 IMHO http://wiki.bestpractical.com/?Rights is worth to read. There is only one problem in RT access control system that rights can't be propagated via group membership, for example you can't say RT to do next: "give a right to all members of the group to the object if at least on member of the group is requestor(or in Cc, AdminCc)." This was discussed on the ML and workaround was found, you can add as ticket watchers users of the group with scrip.It would be *really cool* if someone who is using this aproach will update the wiki article. > > /Andreas -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 04:11:24 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 1 Nov 2005 12:11:24 +0300 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02 In-Reply-To: <20051031165816.GT995@chaka.net> References: <20051031165816.GT995@chaka.net> Message-ID: <589c94400511010111u1d1165d2gb8423ec52088b243@mail.gmail.com> On 10/31/05, Todd Chapman wrote: > RTx::RightsMatrix is an extension for Request Tracker (RT) that > makes managing and understanding RT rights easier. Once installed > an RT administrator can access the interface under Configuration -> > Tools -> Rights Matrix. If you have lots of queues, groups, or > custom fields, RTx::RightsMatrix should make managing RT's rights > much easier. > > Users can also see and manage rights under Preferences -> My Rights. > (Note: The user menu requires RT > 3.4.4 or a callback must be > added to UserTabs) > > RTx::RightsMatrix also includes support for mananging Asset Tracker > (AT) rights. AT is an asset tracking extension for RT. > > New in 0.02: Managment of rights on Groups > > (It may take an hour to reach CPAN) > http://search.cpan.org/CPAN/authors/id/H/HT/HTCHAPMAN/RTx-RightsMatrix-0.02.tgz > > SEE IT IN ACTION! Your server set page encoding in headers to latin-1, plese force guest's language to EN. And when I click on some 'Y' in matrix, I get error, for example next link: http://rt.chaka.net//Admin/Tools/RightsMatrix/TypeRightsMatrix.html?WhereFrom=1&PrincipalId=26&ObjectId=4&ObjectType=RTx::AssetTracker::Type&Right=RetireAsset > > You can also see it in action at the public Asset Tracker demo. (Although the public demo doesn't really show it off well because of the limited number of queues and groups, but it does get the idea across.) > > http://rt.chaka.net/Admin/Tools/RightsMatrix/AssetRightsMatrix.html?user=guest&pass=guest > http://rt.chaka.net/Admin/Tools/RightsMatrix/AssetCFRightsMatrix.html?user=guest&pass=guest > > Please send feedback! > > -Todd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From todd at chaka.net Tue Nov 1 08:17:27 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 1 Nov 2005 08:17:27 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02 In-Reply-To: <59B15593F41BD24591D59436E7226EAD02BD7A37@Khiphx2.khimetrics.com> References: <59B15593F41BD24591D59436E7226EAD02BD7A37@Khiphx2.khimetrics.com> Message-ID: <20051101131727.GA995@chaka.net> On Mon, Oct 31, 2005 at 03:01:12PM -0700, Nathan Oyler wrote: > "tests will only run if your database is rt3regression" > > Does that mean if your database name is rt3regression? I don't get it. > > Thank you. Yes, that's what it means. Most of the tests are to make sure the code that does the rights sluething is ok. That's hard to do when you may have already granted rights to various roles or systems groups. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Todd Chapman > > Sent: Monday, October 31, 2005 9:58 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02 > > > > RTx::RightsMatrix is an extension for Request Tracker (RT) that > > makes managing and understanding RT rights easier. Once installed > > an RT administrator can access the interface under Configuration -> > > Tools -> Rights Matrix. If you have lots of queues, groups, or > > custom fields, RTx::RightsMatrix should make managing RT's rights > > much easier. > > > > Users can also see and manage rights under Preferences -> My Rights. > > (Note: The user menu requires RT > 3.4.4 or a callback must be > > added to UserTabs) > > > > RTx::RightsMatrix also includes support for mananging Asset Tracker > > (AT) rights. AT is an asset tracking extension for RT. > > > > New in 0.02: Managment of rights on Groups > > > > (It may take an hour to reach CPAN) > > > http://search.cpan.org/CPAN/authors/id/H/HT/HTCHAPMAN/RTx-RightsMatrix- > > 0.02.tgz > > > > SEE IT IN ACTION! > > > > You can also see it in action at the public Asset Tracker demo. > (Although > > the public demo doesn't really show it off well because of the limited > > number of queues and groups, but it does get the idea across.) > > > > > http://rt.chaka.net/Admin/Tools/RightsMatrix/AssetRightsMatrix.html?user > =g > > uest&pass=guest > > > http://rt.chaka.net/Admin/Tools/RightsMatrix/AssetCFRightsMatrix.html?us > er > > =guest&pass=guest > > > > Please send feedback! > > > > -Todd > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com From todd at chaka.net Tue Nov 1 08:26:33 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 1 Nov 2005 08:26:33 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02 In-Reply-To: <589c94400511010111u1d1165d2gb8423ec52088b243@mail.gmail.com> References: <20051031165816.GT995@chaka.net> <589c94400511010111u1d1165d2gb8423ec52088b243@mail.gmail.com> Message-ID: <20051101132633.GA15717@chaka.net> On Tue, Nov 01, 2005 at 12:11:24PM +0300, Ruslan Zakirov wrote: > On 10/31/05, Todd Chapman wrote: > > RTx::RightsMatrix is an extension for Request Tracker (RT) that > > makes managing and understanding RT rights easier. Once installed > > an RT administrator can access the interface under Configuration -> > > Tools -> Rights Matrix. If you have lots of queues, groups, or > > custom fields, RTx::RightsMatrix should make managing RT's rights > > much easier. > > > > Users can also see and manage rights under Preferences -> My Rights. > > (Note: The user menu requires RT > 3.4.4 or a callback must be > > added to UserTabs) > > > > RTx::RightsMatrix also includes support for mananging Asset Tracker > > (AT) rights. AT is an asset tracking extension for RT. > > > > New in 0.02: Managment of rights on Groups > > > > (It may take an hour to reach CPAN) > > http://search.cpan.org/CPAN/authors/id/H/HT/HTCHAPMAN/RTx-RightsMatrix-0.02.tgz > > > > SEE IT IN ACTION! > Your server set page encoding in headers to latin-1, plese force > guest's language to EN. > > And when I click on some 'Y' in matrix, I get error, for example next link: > http://rt.chaka.net//Admin/Tools/RightsMatrix/TypeRightsMatrix.html?WhereFrom=1&PrincipalId=26&ObjectId=4&ObjectType=RTx::AssetTracker::Type&Right=RetireAsset > Thanks. Temporarily fixed and will be permanently fixed in the next release. One of the components needs to be renamed. > > > > > You can also see it in action at the public Asset Tracker demo. (Although the public demo doesn't really show it off well because of the limited number of queues and groups, but it does get the idea across.) > > > > http://rt.chaka.net/Admin/Tools/RightsMatrix/AssetRightsMatrix.html?user=guest&pass=guest > > http://rt.chaka.net/Admin/Tools/RightsMatrix/AssetCFRightsMatrix.html?user=guest&pass=guest > > > > Please send feedback! > > > > -Todd > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. From enediel at hotmail.com Tue Nov 1 09:52:54 2005 From: enediel at hotmail.com (enediel gonzalez) Date: Tue, 01 Nov 2005 14:52:54 +0000 Subject: [rt-users] No root path(s) specified at ...request-tracker3.4/libexec/webmux.pl line 112 Message-ID: Hello A few days ago I sent one email regarding one error I have on the RT when my debian Sarge starts Starting web server: apache-ssl No root path(s) specified at /usr/share/request-tracker3.4/libexec/webmux.pl line 112 the referenced line is the following rmtree([ bsd_glob("$RT::MasonDataDir/obj/*") ], 0, 1); I'm using as apache definition for RT the file apache-modperl.conf including on /etc/request-tracker3.4 I tryied again installing again on another box but I face the same error. The RT answer properly when is referenced form the web site, but a bit after it freexes. I tried to find the solution on Internet, but what I found didn't solve my problem. I'll appreciate any help in this issue Thanks in advance Regards Enediel Linux user 398956 From tomas.olaj at usit.uio.no Tue Nov 1 09:55:41 2005 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Tue, 1 Nov 2005 15:55:41 +0100 (CET) Subject: [rt-users] The holy grail: RT, Apache/unix, and Active Directory Single Sign-On (yes, really) In-Reply-To: <589c94400510252141u3e4e15deqd6c7ab287b10000b@mail.gmail.com> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <20051021224619.GE45336@blank.org> <20051024200525.GQ45336@blank.org> <589c94400510252141u3e4e15deqd6c7ab287b10000b@mail.gmail.com> Message-ID: Hi, Thank You very much for this fix!!! We have updated the changes now! Tomas On the marvelous Wed, 26 Oct 2005, Ruslan Zakirov wrote kindly to me ... > Date: Wed, 26 Oct 2005 08:41:57 +0400 > From: Ruslan Zakirov > To: rt-users at lists.bestpractical.com > Cc: rt-drift at usit.uio.no > Subject: Re: [rt-users] The holy grail: RT, Apache/unix, > and Active Directory Single Sign-On (yes, really) > > <<< > 9. Edit /opt/rt3/lib/RT/User_Local.pm to fix a small logic error in > UIO's code. At line 374, change the != comparison to a ne comparison, > so that the line reads: > > if (defined($RT::LdapUser) && $RT::LdapUser ne '') { >>>> > Equive perl code for this is: > if ( $RT::LdapUser ) { > ... > } > > On 10/25/05, Nathan J. Mehl wrote: >> >> At the risk of following up to myself... >> >> Because creating and maintaining a local/html/autohandler file was too >> ugly a hack to tolerate, I broke down and wrote the necessary >> Web_Local.pm glue to autofill Name, RealName and EmailAddress from the >> LDAP directory. >> >> Updated instructions and the Web_Local.pm file itself are at: >> >> http://blank.org/memory/output/rt-ad-sso.html >> >> -n >> >> ---------------------------------------------------------- >> And when love is gone, there's always justice. And when justice is gone >> there's always force. And when force is gone, threre's always mom. Hi mom! >> (--Laurie Anderson) >> -------------------------------------------------- >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Buy your copy of our new book, RT Essentials, today! >> >> Download a free sample chapter from http://rtbook.bestpractical.com >> > > > -- > Best regards, Ruslan. -- ________________________________________________________________________ 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 sturner at MIT.EDU Tue Nov 1 11:17:20 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 01 Nov 2005 11:17:20 -0500 Subject: [rt-users] attaching a wiki to RT In-Reply-To: <200510311847.09556.corey_s@qwest.net> References: <200510300915.43840.corey_s@qwest.net> <6.2.1.2.2.20051031100959.02f7b428@po14.mit.edu> <200510311847.09556.corey_s@qwest.net> Message-ID: <6.2.1.2.2.20051101111555.030e1258@po14.mit.edu> At Monday 10/31/2005 01:47 PM, Corey wrote: >On Monday 31 October 2005 03:15 pm, Stephen Turner wrote: > > I have some rough notes which aren't in state I'd care to share right now > > but if you're interested I'll do a quick clean up & post them. > > > >Yes, that would be very cool - I'd certainly like to see those, if you could. Here are my notes. Based on RT 3.4.1. What are the hooks in RT that define the interface with RTFM? - The reply screen (Ticket/Update.html) allows for a callback (BeforeMessageBox) that is used to implement one part of the FM interface. It includes the "Search for RTFM articles matching" and "Include RTFM article" pieces. - In Elements/MessageBox (various screens, used for typing in reply or comment), callback allows for putting content of RTFM article into text area. Callback is Elements/MessageBox/Default - "Extract Article" appears on heading line for ticket. This is just link to RTFM article creation. Callback is Ticket/Elements/Tabs/Default - RTFM entry appears on left-side menu. Link to RTFM section. /Elements/Tabs/Default - autohandler callback adds "use" statements for FM classes. autohandler/Default Some ideas for how to use these hooks to use (for example) the RT wiki as the integrated KB instead of RTFM: Abbrev: URL wiki.bestpractical.com is referred to as wiki - Search for wiki articles matching: - modify BeforeMessageBox to invoke URL wiki/index.cgi?action=search&search_term= to do search - Choose the article: - modify BeforeMessageBox to make hidden "refers-to" field (creates link from ticket to article) - Filling in message box - modify MessageBox/Default to fetch the chosen wiki article, parse out the content (
), and put it into the message box - extracting article to FM - FM's ExtractFromTicket.html gets ticket id, loads up ticket and gets content from Ticket & Transactions. We'd have to find a way of getting ticket content to new wiki article. We could send content via URL - receiving KB would need to be able to read it. wiki can do this by invoking 'preview' mode: wiki/index.cgi?action=edit&page_name=&page_content=
&button=PREVIEW - Mod /Elements/Tabs/Default to have link to wiki - no need for autohandler callback From davetaylor at frontiernet.net Tue Nov 1 11:43:25 2005 From: davetaylor at frontiernet.net (Dave Taylor) Date: Tue, 1 Nov 2005 11:43:25 -0500 Subject: [rt-users] Date/Time display question Message-ID: <20051101164325.D79CB3703F1@relay02.roc.ny.frontiernet.net> I'm using version 3.0.11-3 on a Debain machine. I have the following line in my RT_SiteConfig.pm file: Set($Timezone , 'US/Eastern'); Our server is set to display dates and times in UTC. Shouldn't RT be displaying all dates and times in US/Eastern instead of UTC, since I have the $Timezone arg set? Currently, all dates and times are displayed in UTC in the GUI. Thanks, Dave From kerrboy at gmail.com Tue Nov 1 12:55:31 2005 From: kerrboy at gmail.com (Brian Kerr) Date: Tue, 1 Nov 2005 12:55:31 -0500 Subject: [rt-users] Memory leaks in RT and FastCGI source In-Reply-To: <20051026125455.GQ14262@bestpractical.com> References: <20051025033720.BB7A44D810F@diesel.bestpractical.com> <20051026125455.GQ14262@bestpractical.com> Message-ID: > Are you seeing the leaks in the FastCGI process (mason_handler.fcgi) or > the mod_perl children? I've not heard much bad about mod_fastcgi, > though I did notice that someone implemented a mod_fastcgi workalike for > Apache2 that's all-new. > > Jesse I also tried to switch to fastcgi+apache2.0.55 - freshly compiled. Works great and is much faster, however after 5-20minutes processes start to hang and once that happens it's all downhill - 500 errors like crazy. [notice] Apache/2.0.55 (Unix) mod_ssl/2.0.55 OpenSSL/0.9.7a mod_fastcgi/2.4.2 configured -- resuming normal operations and then [Thu Oct 20 12:53:19 2005] [error] [client 1.1.1.1] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: error parsing headers: malformed header 'Location="/Ticket/Display.html?id=18530"', referer: http://my.server a rt-test-dependencies is fine... I tried playing around with the idle-timeout, processes, killInterval options but never found a workaround. I'd rather be stable with mod_perl. FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 10 FastCgiConfig -minProcesses 10 -killInterval 10 From lists at akphs.com Tue Nov 1 15:16:36 2005 From: lists at akphs.com (Phil Smith III) Date: Tue, 1 Nov 2005 15:16:36 -0500 Subject: [rt-users] Custom statuses Message-ID: <008a01c5df21$29472390$6a01090a@Basement2> I'm fatally confused about whether I can customize ticket statuses or not. Various mailing list items seem to indicate yes, no, and maybe. RT_Config.pm contains: # You can define new statuses and even reorder existing statuses here. # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT # will break horribly. @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; OK, that seems pretty straightforward. So I added two lines to RT_SiteConfig.pm: @ActiveStatus = qw(new open stalled pricepending customerwait externalwait escalated) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; and restarted httpd. Nothing complained, and the new statuses showed up in the dropdown. But when I tried to actually *SET* one, I got "Illegal value for Status". Looking at the mailing list archives some more, I find suggestion of using Queue_Local.pm. I assume this needs to be in lib/RT, along with Queue.pm and friends (the suggestions never actually said where), and I think I proved that by forgetting the trailing "1" in the file and hanging RT ;-) (Restarting httpd again cleared that up.) So, what's the real story? Should this work or not? Am I doing something dumb (probably)? Thanks, ...phsiii From steve.rieger at tbwachiat.com Tue Nov 1 15:18:21 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Tue, 1 Nov 2005 15:18:21 -0500 Subject: [rt-users] HTML::Mason::Resolver::File error Message-ID: <66EBCB6E-B560-402E-9288-ACACEDD1898C@tbwachiat.com> System error error: Can't locate object method "comp_root_array" via package "HTML::Mason::Resolver::File" at /usr/local/rt3/share/html/Elements/ Callback line 52. context: ... 48: 49: <%init> 50: # checks for inode change time for each callback directory 51: my $new_check = join( 52: $;, map { $_->[1] => (stat("$_->[1]/Callbacks"))[10] } $m- >interp->resolver->comp_root_array 53: ) or return; 54: 55: $Page = $m->callers(1)->path unless ($Page); 56: ... code stack: /usr/local/rt3/share/html/Elements/Callback:52 /usr/local/rt3/share/html/autohandler:186 am assuming that somebody upgraded HTML::Mason Steve Rieger Cell 646-335-8915 Office 212 804 1131 Fax 212 804 1200 AIM chozrim Yahoo riegersteve if ((light eq dark) && (dark eq light) If light were dark and dark were light && ($blaze_of_night{moon} == black_hole) The moon a black hole in the blaze of night && ($ravens_wing{bright} == $tin{bright})) { A raven's wing as bright as tin my $love = $you = $sin{darkness} + 1; A raven's wing as bright as tin }; From lists at akphs.com Tue Nov 1 15:25:19 2005 From: lists at akphs.com (Phil Smith III) Date: Tue, 1 Nov 2005 15:25:19 -0500 Subject: [rt-users] Re: Custom statuses Message-ID: <008e01c5df22$60a0cc00$6a01090a@Basement2> As Emily Litella would have said, "Never mind". On looking at it ONE MORE TIME, I realized I'd copied the lines from RT_SiteConfig.pm to Queue_Local.pm, and the case is different. Fixing the case in Queue_Local.pm made it work. Updating the Wiki now. ...phsiii -----Original Message----- From: Phil Smith III [mailto:lists at akphs.com] Sent: Tuesday, November 01, 2005 3:17 PM To: rt-users at lists.bestpractical.com Subject: Custom statuses I'm fatally confused about whether I can customize ticket statuses or not. Various mailing list items seem to indicate yes, no, and maybe. RT_Config.pm contains: # You can define new statuses and even reorder existing statuses here. # WARNING. DO NOT DELETE ANY OF THE DEFAULT STATUSES. If you do, RT # will break horribly. @ActiveStatus = qw(new open stalled) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; OK, that seems pretty straightforward. So I added two lines to RT_SiteConfig.pm: @ActiveStatus = qw(new open stalled pricepending customerwait externalwait escalated) unless @ActiveStatus; @InactiveStatus = qw(resolved rejected deleted) unless @InactiveStatus; and restarted httpd. Nothing complained, and the new statuses showed up in the dropdown. But when I tried to actually *SET* one, I got "Illegal value for Status". Looking at the mailing list archives some more, I find suggestion of using Queue_Local.pm. I assume this needs to be in lib/RT, along with Queue.pm and friends (the suggestions never actually said where), and I think I proved that by forgetting the trailing "1" in the file and hanging RT ;-) (Restarting httpd again cleared that up.) So, what's the real story? Should this work or not? Am I doing something dumb (probably)? Thanks, ...phsiii From rtparies at gmail.com Tue Nov 1 15:42:47 2005 From: rtparies at gmail.com (Randy Paries) Date: Tue, 1 Nov 2005 14:42:47 -0600 Subject: [rt-users] how to add Statistics to menu In-Reply-To: References: Message-ID: Torsten Any other ideas? all i did is unzip the Statistics package into the /home/rt3/local/html if i go to http://mydomain.com/Statistics/ I see the stats page, but nothing under tools but Offline Thanks On 11/1/05, Torsten Brumm wrote: > Hi Randy, > > So far i know, the stat package add itself to the Menu., But be carefull, > the old stat package has a bug in the Tabs File, this wont bring you back to > the Tickets Link. > > Attached a "small" mod working for me (RT344) i have moved the Statistics > from the Main Menu into the Tools Submenu. There is also a userdoc Submenu > included. > > Callto://torsten_brumm > > Thanks in advance > .... > : Torsten Brumm > : IT Security Engineer > : > : Kuehne + Nagel > : HAM - MI-C > : > : Ferdinand Strasse 29-33 > : 20095 Hamburg > : > : +49 (40) 329 15 199 > : +49 (40) 329 15 500 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > .... > > > -----Urspr?ngliche Nachricht----- > > Von: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > > von Randy Paries > > Gesendet: Dienstag, 1. November 2005 05:47 > > An: rt-users at lists.bestpractical.com > > Betreff: [rt-users] how to add Statistics to menu > > > > Hello, > > I have the module Statistics installed and working > > > > But i can not figure out how to add it to the tools or > > whereever it belongs so it is visiable to the privilaged users > > > > MY RT is 3.4.4 > > > > Thanks > > Randy > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > From kfh at mqsoftware.com Tue Nov 1 15:49:02 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 1 Nov 2005 14:49:02 -0600 Subject: [rt-users] how to add Statistics to menu Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAA99@mailservermn.mqsoftware.com> Hi Torsten, > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Randy Paries > Sent: Tuesday, November 01, 2005 2:43 PM > To: Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] how to add Statistics to menu > > Torsten > Any other ideas? > all i did is unzip the Statistics package into the /home/rt3/local/html [Kelly F. Hickel] This is probably the wrong place to unzip it, depending on what version of Statistics you are using (the latest is 0.1.5). You should remove what you've unzip, then unzip it one level up. In other words, the file /home/rt3/local/lib/Statistics.pm should exist. At least I think it should, if you're using Debian, I'm not positive as I've never used Debian. On a "stock" install, the file /opt/rt3/local/lib/Statistics.pm should be there. > > if i go to http://mydomain.com/Statistics/ I see the stats page, but > nothing under tools but Offline > > Thanks > > > On 11/1/05, Torsten Brumm wrote: > > Hi Randy, > > > > So far i know, the stat package add itself to the Menu., But be > carefull, > > the old stat package has a bug in the Tabs File, this wont bring you > back to > > the Tickets Link. > > > > Attached a "small" mod working for me (RT344) i have moved the > Statistics > > from the Main Menu into the Tools Submenu. There is also a userdoc > Submenu > > included. > > > > Callto://torsten_brumm > > > > Thanks in advance > > .... > > : Torsten Brumm > > : IT Security Engineer > > : > > : Kuehne + Nagel > > : HAM - MI-C > > : > > : Ferdinand Strasse 29-33 > > : 20095 Hamburg > > : > > : +49 (40) 329 15 199 > > : +49 (40) 329 15 500 > > : > > : torsten.brumm at kuehne-nagel.com > > : www.kn-portal.com > > : icq: 78258840 > > .... > > > > > -----Urspr?ngliche Nachricht----- > > > Von: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > > > von Randy Paries > > > Gesendet: Dienstag, 1. November 2005 05:47 > > > An: rt-users at lists.bestpractical.com > > > Betreff: [rt-users] how to add Statistics to menu > > > > > > Hello, > > > I have the module Statistics installed and working > > > > > > But i can not figure out how to add it to the tools or > > > whereever it belongs so it is visiable to the privilaged users > > > > > > MY RT is 3.4.4 > > > > > > Thanks > > > Randy > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com [Kelly F. Hickel] -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com From lists at akphs.com Tue Nov 1 15:52:02 2005 From: lists at akphs.com (Phil Smith III) Date: Tue, 1 Nov 2005 15:52:02 -0500 Subject: [rt-users] Re: Custom statuses Message-ID: <009301c5df26$1c8e8260$6a01090a@Basement2> Now I feel like an idiot: it's not working after all. Queue_Local.pm contains: @ACTIVE_STATUS = qw(new open stalled pricepending customerwait externalwait escalated); @INACTIVE_STATUS = qw(resolved rejected deleted); @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); 1; # the file needs to end with this and I've looked at it and looked at it. What am I missing??? ...phsiii From ahlincoln at lbl.gov Tue Nov 1 15:51:08 2005 From: ahlincoln at lbl.gov (Anthony Lincoln) Date: Tue, 01 Nov 2005 12:51:08 -0800 Subject: [rt-users] Page Load Hangs in 3.4.4 Message-ID: <4367D53C.4020702@lbl.gov> I've come across an interesting situation where impatient users get punished for clicking around too fast. If a page load is interrupted, especially one returning a good-sized chunk of data (like a ticket search or detail), the socket connection gets put into a CLOSE_WAIT state that takes a *long* time (hours) to go away. For that user, RT becomes unusable until s/he restarts the browser, at which point everything is fine again. Apparently this is a known HTTP flaw, but it is much more pronounced here than on any of my other webapps (none of which use Mason). Both the web and database servers have plenty of CPU/RAM/swap, etc. Anything I can do to speed up database queries and pageloads? Sorry this question is so general, but so is the problem. RT 3.4.4 Apache 1.3.33 Oracle 9.2.0.4 Solaris 8 Thanks, Tony From rtusers at memory.blank.org Tue Nov 1 16:50:00 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 1 Nov 2005 16:50:00 -0500 Subject: [rt-users] attaching a wiki to RT In-Reply-To: <20051031073219.GA9969@djinn> References: <200510300915.43840.corey_s@qwest.net> <20051031073219.GA9969@djinn> Message-ID: <20051101214959.GS45336@blank.org> In the immortal words of Jan Hudec (bulb at ucw.cz): > The OSSF folks did. They integrated wiki (kwiki I believe), subversion > web interface and added some tools for project management. See > http://openfoundry.org. Autrijus Tang published some of the code on CPAN > (RTx-Foundry, RTx-TabbedUI, maybe some more). Look at it and possibly > ask Autrijus whether the code is up to date and whether he has some more > elsewhere. Ooooh. That's VERY interesting... is anyone else running that in production? -n ------------------------------------------------------------- "Reinstalling sendmail after you've gotten 0wn3d is like putting a fresh, NEW `kick me' on your butt because the old one is too wrinkled." (--Russ Nelson) ----------------------------------------------------- From r at elhames.co.uk Thu Nov 3 18:32:09 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 3 Nov 2005 23:32:09 -0000 Subject: [rt-users] DBIx-SearchBuilder version Message-ID: <011201c5e0ce$cfa68a10$52c593c3@tiger> Hi there; Has anyone any experience/thoughts/suggestions on what version of dbix is best suited for rt-3.4.4. We upgraded to 3-4.4, at the same time we'v upgraded dbix to version 1.33, a month down the line fighting the degradation in performance and persistant bugs, I am starting to wonder if the dbix upgrade was premature and should roll back to version 1.27 ?? Any suggestions?? my system is mod_perl 2.0 /apache 2 / mysql 4.1.14.. symtoms: searches are much slower than were on version 3.2.3 display long Tickets (200+) updates much slower and sometimes browser gives up Query builder (saved search bugs) Case: I am been trying to deal with Attribute::Name bug within query builder, investigating rt-3.5.5 for possible fixes came accross this in SearchBuilder.pm: use DBIx::SearchBuilder "1.27"; Roy From rtparies at gmail.com Tue Nov 1 19:12:59 2005 From: rtparies at gmail.com (Randy Paries) Date: Tue, 1 Nov 2005 18:12:59 -0600 Subject: [rt-users] what am i missing ARG! Message-ID: Hello I am getting up a brand new installation of rt 3.4.4 Are their any log files or can I turn on some sort of debugging I will try to explain a briefly as possible I have two ques. They have the same permissions. and they the same scripts(well they do the same thing, i have compared them side by side) they both use similar templates. On create, an email with the certain template is suppose to go out. It one que it works fine and the other it does not. you can see in the history of the call, one sent email and one didn't compared side by side they look the same Any suggestions on how to debug Thanks From ruslan.zakirov at gmail.com Tue Nov 1 20:00:36 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 04:00:36 +0300 Subject: [rt-users] upgrade from 2.x to 3.2 In-Reply-To: References: Message-ID: <589c94400511011700i776432f7rc1503becc5a1eaf8@mail.gmail.com> On 10/26/05, venkata.kurra at thomson.com wrote: > > > > Hi, > > > > We are trying to upgrade to 3.2. > > > > Looking for steps for upgrade other than readme file! > We use mysql 3.23 currently, does RT 3.2 support mysql 5.0! RT supports 4.0, 4.1 are not well tested and 5.0 is not tested at all. > readme file says that, it does NOT automatically migrate > > Custom templates, > > Custom Scrips, > > Custom ScripActions, > > Custom ScripConditions > > How to migrate these! If you don't use custom scrips, conditions and actions, then probably you don't have to do anything, otherwise you have to rewrite them to match new RT API. > > > > Thanks! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 20:21:06 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 04:21:06 +0300 Subject: [SPAM?] [rt-users] Backup Procedure In-Reply-To: <436223F5.7060909@falkag.com> References: <9C63A4713C4E3342B90428CE44806A73EC386C@PHSXMB5.partners.org> <436223F5.7060909@falkag.com> Message-ID: <589c94400511011721l6263ee1dk4f22a14933c6b968@mail.gmail.com> On 10/28/05, Danial Klimkin wrote: > > Greetings! > > Kaplan, Andrew H. wrote: > > I thought I would combine the best of both approaches in the following manner: > > 1. Cron job /etc/init.d/mysqld stop > > 2. mysqldump --opt --add-drop-table --single-transaction > > -u -p - h > > rt3 > rt3-mysql-backup > > 3. Backup of the filesystems on the RT server including the > > directory where the flat file from step 2 is sent. > > 4. Cron job /etc/init.d/mysqld start > > > > Your thoughts? > > You will loose any email arrived between mysql stop and mysql start. no, because while mysql is stopped RT web server reports errors to mailgate and mailgate exits TEMP_FAIL, MTA should resubmit mail latter. IMHO other behaviour is bug. > IMHO, "--single-transaction" should be enough, so steps 1 and 4 can be ditto. > skipped. Also, check default-charset options, I have troubles with > binary file attachments in backups until set it to "binary". +1, IMHO you should always create binary backups of the RT DB, without any specific charset. > > I am also using gzip -9 on result file and scp to backupserver. > > > SY, Danial. > - -- > Danial Klimkin, > Falk eSolutions AG Russia -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 20:28:46 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 04:28:46 +0300 Subject: [rt-users] Apache Config problem with RT In-Reply-To: References: Message-ID: <589c94400511011728g24bc1300sfd5f7281c8064b70@mail.gmail.com> On 10/28/05, Zach Lowry wrote: > > Hello! > > I have a new problem with RT that didn't occur until I recently added > some more things to Apache. I can log in to my RT system and view the > login page. However, when I attempt to go somewhere else inside the > page, only links that specify a directory will work, links that use > a .html file do not. For example, the 'Configuration' button works > fine since it is linked to rt/Admin/, but the 'Logout' button does > not work since it points to rt/NoAuth/Logout.html. When I click the > link in the browser, it starts to download the file by prompting me > with a download dialog. If I save and view the file, I see the > unparsed Mason HTML file. Could you share apache config? IMHO you have defined some special handler for .html files, and apache use that handler before RT's one. > > Thanks! > > - --Zach -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 20:55:33 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 04:55:33 +0300 Subject: [rt-users] rt-mailgate problems In-Reply-To: <43614258.2090505@matlock.wustl.edu> References: <436137C4.1060606@matlock.wustl.edu> <43614258.2090505@matlock.wustl.edu> Message-ID: <589c94400511011755p508d4399l4c7aea9c837bbbc5@mail.gmail.com> On 10/28/05, Tom Kyle wrote: > As is standard practice, I puzzled it out within five minutes of posting. > > Piping a mail message directly through the rt-mailgate script showed > that it couldn't create a ticket in the "general" queue. In my infinite > wisdom, I'd renamed the queue " General" so that it always appeared > first in drop-downs and then promptly forgotten. > > I'd tried piping a message through (echo > "hello"|/opt/rt3/bin/rt-mailgate --etc etc) earlier while > troubleshooting, but it had just gone off into never-never land. > Must've fixed something without realizing it. Glad to hear that you've fixed problem, but want to add two comments: 1) mailgate script has --debug option 2) IMHO RT/mailgate understand --queue format too. So your aliases wouldn't be broken if you rename queue again. > > Tom Kyle wrote: > > I'm in the process of moving our group from RT 1.07 to 3.4.4 on a system > > running Solaris 10 x86. Everything has been working well, except that I > > can't get ticket creation by email to work. Syslog is recording: > > > > Oct 27 15:08:12 plumbing sendmail[14289]: [ID 801593 mail.info] > > j9OJk3x2002042: to="|/var/adm/sm.bin/rt-mailgate --queue general > > --action correspond --url http://myhost.mydomain/rt/", > > ctladdr= (1/0), delay=3+00:22:09, xdelay=00:00:00, > > mailer=prog, pri=26761053, dsn=4.0.0, stat=Deferred: prog mailer > > (/bin/sh) exited with EX_TEMPFAIL > > > > I have the following in my /etc/mail/aliases: > > > > rt: "|/opt/rt3/bin/rt-mailgate --queue general --action correspond --url > > http://myhost.mydomain/rt/" > > rt-comment: "|/opt/rt3/bin/rt-mailgate --queue general --action comment > > --url http://myhost.mydomain/rt/" > > > > After googling and reading the fine manual, I've symlinked > > /opt/rt3/bin/rt-mailgate to /var/adm/sm.bin/rt-mailgate, but to no > > effect. I've also replaced the Sun sendmail with a compile of > > sendmail.org's 8.13.5. > > > > Any ideas? > > > > Thanks, > > > > Tom > > > > > -- -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 21:06:19 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 05:06:19 +0300 Subject: [rt-users] Setting Transaction Custom fields from CLI In-Reply-To: <001001c5db32$5df719d0$640116ac@spikernewgamer> References: <001001c5db32$5df719d0$640116ac@spikernewgamer> Message-ID: <589c94400511011806u49adfb38u76d68730d1943a44@mail.gmail.com> On 10/27/05, Joshua Speicher wrote: > > I've been working with RT 3.4.4 and I have been tasked with creating a Perl > script that runs from the command line and updates tickets. One of the > options I would like to set is a custom field attached to > comment/correspondence (transactions). The problem is I have absolutely no > idea how to tell RT to attach those custom field values to the comment that > goes along with it. I can get the comment to show up in RT, I can get the > custom field value to show up in the DB. But I'm not sure how to get them > both to show up together in RT. > > > > I'm using this bit of code to add a new comment: > > > > my $ticket_comment = MIME::Entity->build(Data => $opt_a, > > Type => 'text/plain'); > > my %comment = ( MIMEObj => $ticket_comment ); > > my ($id, $transaction_object, $err) = $ticket->Comment(%comment); > > > > So my question is if there is a way to add the custom field value to the > $ticket->Comment call so that it gets associated with that comment? Comment is Transaction with Attachments and if your RT version(don't remember when it was implemented) has support for CFs on the Transactions then you can do that. See RT::Record's docs. > > > > - Spiker > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 21:56:06 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 05:56:06 +0300 Subject: [rt-users] Web Interface Images In-Reply-To: <001046B0-680C-4E77-9123-B5FD19A21396@sitepier.com> References: <4780AF50-759C-404B-A512-83A2D325DE28@sitepier.com> <001046B0-680C-4E77-9123-B5FD19A21396@sitepier.com> Message-ID: <589c94400511011856q352eb3d8y5b576e6496fb674e@mail.gmail.com> On 10/27/05, Jason B. wrote: > After beating my head for 4 hours then responding to the list I finally > figured out why it didn't work. > > I had to add the following: > > Set($WebBaseURL , "http://tickets.stabletransit.com"); > Set($WebPath , ""); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > Set($WebImagesURL , $WebURL . "NoAuth/images/"); > > I though the last two didn't have to be in there since it was already in the > RT_Config.pm yes, you need only first two lines. I didn't understand does it works for you if you delete last two lines? > > The images are there and everything fine though when I press the logout > button I recieve a box that refreshes to fast and goes to the following: > > http://tickets.stabletransit.com/NoAuth/%3C%25$URL%25%3E > > This is in the browser: > > > > Not Found > > The requested URL /NoAuth/<%$URL%> was not found on this server. Somebody posted fix for this, I'm sure. [snip] -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 22:02:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 06:02:15 +0300 Subject: [rt-users] I can't login on RT for the first time In-Reply-To: References: Message-ID: <589c94400511011902g3ce4d431pd59c9690707e8785@mail.gmail.com> On 10/28/05, M?rcio de Sousa Pessoa wrote: > Hello all, > > Sorry, but I'm newbie with RT... > > I don't know how to login on RT, I got a message "Your username or > password is incorrect". > I hope you've found info about default password for user 'root', it's "password" (without quotes). -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 22:05:34 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 06:05:34 +0300 Subject: [rt-users] Migration from 2.x to 3.2 In-Reply-To: References: Message-ID: <589c94400511011905vf47fabhc1ef6999ffed0c7b@mail.gmail.com> On 10/29/05, venkata.kurra at thomson.com wrote: > > Hi, > > We want to move RT to faster machine and migrate to 3.2 and Mysql database > from 3.2 to 5.0 5.0 is not tested much. > > Should I move the existing RT and database to new machine with the current > versions and then migrate! > > What is the best way to move and migrate! Search archives. Upgrade and migration was discussed too much. > > > > Thanks, > > Venkat > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 22:22:08 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 06:22:08 +0300 Subject: [rt-users] RTFM install not working In-Reply-To: <1130805099.3086.6.camel@localhost.localdomain> References: <1130805099.3086.6.camel@localhost.localdomain> Message-ID: <589c94400511011922x1e7a0c4apd5a71129a0bd0c71@mail.gmail.com> I don't remember for sure, but probably with RT 3.4 you have to run RTFM 2.1.x versions. On 11/1/05, Darrell Burkey wrote: > I'm trying to get RTFM 2.04 to work with RT 3.4.3 on a Solaris system. > > The install doesn't generate any errors and it appears that everything > completes fine. > > But the RTFM link doesn't show in the main menu and when I force the > expected location of RTFM in my browser at > http://domain_name/rt3/RTFM/index.html I get an error Can't locate > object "new" via package RT::FM::ArticleCollection (perhaps you forgot > to load RT::FM::ArticleCollection at > opt/rt3/share/html/RTFM/Elements/NewestArticles line 60. > > I've been working with RT for some time now on both Linux and Solaris > but I haven't been able to figure this out and my boss is getting a bit > cranky about it. I've been going on and on about this software being the > bees knees so I'd sure like to get it up and running ASAP. > > Any help much appreciated. > > -- > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Darrell Burkey, President > Computing Assistance Support & Education Inc > http://www.case.org.au - info at case.org.au > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 22:53:35 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 06:53:35 +0300 Subject: [rt-users] How to add a custom field to specify a group In-Reply-To: <436724BF.7080106@clusterfs.com> References: <436724BF.7080106@clusterfs.com> Message-ID: <589c94400511011953l1d604710j57f93881cfe5901@mail.gmail.com> On 11/1/05, lwang wrote: > Hi all, > I want to add a custom field to tickets to specify which group this > ticket belongs to. > > When I add a custom field named "group" to every ticket, it asks me to > input some possible values for this custom field. However I just like > to make it one of my already defined groups. > > Any advice is appreciated. from easy to hard: 1) define CF as "select on value" and fill with group names yourself 2) same as first but fill it with scripT+cron 3) hack RT to support new CustomField type "select user defined group", send patches to rt-devel :) 4) implement code that would allow you to write scrips for transactions that happens on all objects that support transactions(now it's implemented only for tickets), send patches to rt-devel :) Write scrips that change the CF values when new groups are created or old are disabled. > > I am using rt-3.4.4 > > Thanks a lot. > > - Wang > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From president at case.org.au Tue Nov 1 22:54:15 2005 From: president at case.org.au (Darrell Burkey) Date: Wed, 02 Nov 2005 14:54:15 +1100 Subject: [rt-users] RTFM install not working In-Reply-To: <589c94400511011922x1e7a0c4apd5a71129a0bd0c71@mail.gmail.com> References: <1130805099.3086.6.camel@localhost.localdomain> <589c94400511011922x1e7a0c4apd5a71129a0bd0c71@mail.gmail.com> Message-ID: <1130903655.3086.27.camel@localhost.localdomain> The most recent version of RTFM I see on the site is 2.0.4 from July this year. I've also seen a reference in rtfm-devel to this problem but with no resolution. Would it be worth me downgrading my version of RT? I was hoping to use RTFM as a change log given how well it's worked for use at other sites. >From what I can see at this point in time the newest version of RT doesn't play well with RTFM. Has anyone here managed to get RT 3.4.3 and RTFM 2.04 working together? Cheers. On Wed, 2005-11-02 at 06:22 +0300, Ruslan Zakirov wrote: > I don't remember for sure, but probably with RT 3.4 you have to run > RTFM 2.1.x versions. > > But the RTFM link doesn't show in the main menu and when I force the > > expected location of RTFM in my browser at > > http://domain_name/rt3/RTFM/index.html I get an error Can't locate > > object "new" via package RT::FM::ArticleCollection (perhaps you forgot > > to load RT::FM::ArticleCollection at > > opt/rt3/share/html/RTFM/Elements/NewestArticles line 60. -- ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Darrell Burkey, President Computing Assistance Support & Education Inc http://www.case.org.au - info at case.org.au From ruslan.zakirov at gmail.com Tue Nov 1 23:01:48 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 07:01:48 +0300 Subject: [rt-users] Date/Time display question In-Reply-To: <20051101164325.D79CB3703F1@relay02.roc.ny.frontiernet.net> References: <20051101164325.D79CB3703F1@relay02.roc.ny.frontiernet.net> Message-ID: <589c94400511012001g7e67c638qee96097f8246b62f@mail.gmail.com> On 11/1/05, Dave Taylor wrote: > I'm using version 3.0.11-3 on a Debain machine. > I have the following line in my RT_SiteConfig.pm file: Set($Timezone , > 'US/Eastern'); > > Our server is set to display dates and times in UTC. > > Shouldn't RT be displaying all dates and times in US/Eastern instead of UTC, > since I have the $Timezone arg set? > > Currently, all dates and times are displayed in UTC in the GUI. It's very unpleasant to say but IMHO $Timezone config option never worked as expected. Environment variable TZ works. You can define it for RT's web-server processes only. > > > Thanks, > Dave -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 23:08:01 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 07:08:01 +0300 Subject: [rt-users] RTFM install not working In-Reply-To: <1130903655.3086.27.camel@localhost.localdomain> References: <1130805099.3086.6.camel@localhost.localdomain> <589c94400511011922x1e7a0c4apd5a71129a0bd0c71@mail.gmail.com> <1130903655.3086.27.camel@localhost.localdomain> Message-ID: <589c94400511012008u2c1973e0lb6f3e6a8a3c66ced@mail.gmail.com> On 11/2/05, Darrell Burkey wrote: > > The most recent version of RTFM I see on the site is 2.0.4 from July > this year. I've also seen a reference in rtfm-devel to this problem but > with no resolution. RTFM 2.1.x are development releases and available from http://download.bestpractical.com/pub/rt/devel/RTFM-2.1.40.tar.gz I'm sure that question about RTFM vs RT versions was discussed on the rt-users list, you could try to search archives. > > Would it be worth me downgrading my version of RT? I was hoping to use > RTFM as a change log given how well it's worked for use at other sites. > >From what I can see at this point in time the newest version of RT > doesn't play well with RTFM. > > Has anyone here managed to get RT 3.4.3 and RTFM 2.04 working together? > > Cheers. > > On Wed, 2005-11-02 at 06:22 +0300, Ruslan Zakirov wrote: > > I don't remember for sure, but probably with RT 3.4 you have to run > > RTFM 2.1.x versions. > > > > But the RTFM link doesn't show in the main menu and when I force the > > > expected location of RTFM in my browser at > > > http://domain_name/rt3/RTFM/index.html I get an error Can't locate > > > object "new" via package RT::FM::ArticleCollection (perhaps you forgot > > > to load RT::FM::ArticleCollection at > > > opt/rt3/share/html/RTFM/Elements/NewestArticles line 60. > > -- > ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ > Darrell Burkey, President > Computing Assistance Support & Education Inc > http://www.case.org.au - info at case.org.au > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 23:11:30 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 07:11:30 +0300 Subject: [rt-users] HTML::Mason::Resolver::File error In-Reply-To: <66EBCB6E-B560-402E-9288-ACACEDD1898C@tbwachiat.com> References: <66EBCB6E-B560-402E-9288-ACACEDD1898C@tbwachiat.com> Message-ID: <589c94400511012011l1a7ff327u9b84d147ed86cc7@mail.gmail.com> 1) http://marc.theaimsgroup.com/?l=rt-users&w=2&r=1&s=Can%27t+locate+object+method+%22comp_root_ar&q=b 2) http://marc.theaimsgroup.com/?l=rt-users&m=112437972905790&w=2 On 11/1/05, Steve Rieger wrote: > System error > error: Can't locate object method "comp_root_array" via package > "HTML::Mason::Resolver::File" at /usr/local/rt3/share/html/Elements/ > Callback line 52. > context: > ... > 48: > 49: <%init> > 50: # checks for inode change time for each callback directory > 51: my $new_check = join( > 52: $;, map { $_->[1] => (stat("$_->[1]/Callbacks"))[10] } $m- > >interp->resolver->comp_root_array > 53: ) or return; > 54: > 55: $Page = $m->callers(1)->path unless ($Page); > 56: > ... > code stack: /usr/local/rt3/share/html/Elements/Callback:52 > /usr/local/rt3/share/html/autohandler:186 > > > am assuming that somebody upgraded HTML::Mason > > > > > > > Steve Rieger > Cell 646-335-8915 > Office 212 804 1131 > Fax 212 804 1200 > AIM chozrim > Yahoo riegersteve > > if ((light eq dark) && (dark eq > light) > If light were dark and dark were light > && ($blaze_of_night{moon} == > black_hole) The moon a > black hole in the blaze of night > && ($ravens_wing{bright} == $tin{bright})) > { A raven's wing as > bright as tin > my $love = $you = $sin{darkness} + > 1; A > raven's wing as bright as tin > }; > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 1 23:26:39 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 07:26:39 +0300 Subject: [rt-users] Re: Custom statuses In-Reply-To: <009301c5df26$1c8e8260$6a01090a@Basement2> References: <009301c5df26$1c8e8260$6a01090a@Basement2> Message-ID: <589c94400511012026v101a83f3p94e35ec222fce604@mail.gmail.com> Put next to the RT_SiteConfig and drop customization of the Queue.pm: @ActiveStatus = qw(new open stalled pricepending customerwait externalwait escalated); @InactiveStatus = qw(resolved rejected deleted); stop and start server, restart doesn't help. It's not recommended way to change status values. Use custom fields instead. On 11/1/05, Phil Smith III wrote: > Now I feel like an idiot: it's not working after all. > > Queue_Local.pm contains: > > @ACTIVE_STATUS = qw(new open stalled pricepending customerwait externalwait escalated); > @INACTIVE_STATUS = qw(resolved rejected deleted); > @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); > > 1; # the file needs to end with this > > and I've looked at it and looked at it. What am I missing??? > > ...phsiii > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 2 01:27:06 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 09:27:06 +0300 Subject: [rt-users] [PATCH] RT::Attribute::Name workaround patch Message-ID: <589c94400511012227o492e60a5rc37020e2d7624ce7@mail.gmail.com> Jim, Roy, Joby, Carole and other who have problems with "RT::Attribute::Name Unimplemented", please, try attached patch, I think it should help. Apply it to *lib/RT.pm* instead of lib/RT.pm.in if you're going to apply it on installed RT code. Patch is simple and you can even apply it with patch command. Don't forget to stop and start server. Please, report back about results. -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: attribute_name.patch Type: text/x-patch Size: 1224 bytes Desc: not available URL: From JoopvandeWege at mococo.nl Wed Nov 2 02:26:58 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Wed, 02 Nov 2005 08:26:58 +0100 Subject: [rt-users] Page Load Hangs in 3.4.4 In-Reply-To: <20051101215027.DD2A84D8195@diesel.bestpractical.com> References: <20051101215027.DD2A84D8195@diesel.bestpractical.com> Message-ID: <20051102081158.4991.JOOPVANDEWEGE@mococo.nl> On Tue, 1 Nov 2005 16:50:27 -0500 (EST) rt-users-request at lists.bestpractical.com wrote: > I've come across an interesting situation where impatient users get > punished for clicking around too fast. If a page load is interrupted, > especially one returning a good-sized chunk of data (like a ticket > search or detail), the socket connection gets put into a CLOSE_WAIT > state that takes a *long* time (hours) to go away. For that user, RT > becomes unusable until s/he restarts the browser, at which point > everything is fine again. > > Apparently this is a known HTTP flaw, but it is much more pronounced > here than on any of my other webapps (none of which use Mason). Both > the web and database servers have plenty of CPU/RAM/swap, etc. Anything > I can do to speed up database queries and pageloads? Sorry this > question is so general, but so is the problem. > > RT 3.4.4 > Apache 1.3.33 > Oracle 9.2.0.4 > Solaris 8 I'm having the same config except we are running RT 3.4.3 and haven't had this problem. I just tried a couple of heavy operation like searching on ticket content and aborting the search but I can start a new query right away. Maybe it is because we're running RT using mod_perl (Apache/1.3.33 (Unix) PHP/4.4.0 mod_fastcgi/2.2.12 mod_perl/1.29 mod_ssl/2.8.23 OpenSSL/0.9.8) Further info that might help. System is a Sun/Sparc Solaris8 420R with 4CPU and 4Gb of memory. Its main use is running RT with a couple of other light webapps such as Openwebmail/WebCalender/FaqOmatic. Oracle 9.2.01, relevant parts from init.ora: large_pool_size=8388608 shared_pool_size=115343360 db_block_size=8192 db_cache_size=25165824 db_file_multiblock_read_count=16 So almost no tuning, except for a context index on attachments.content and a modification in Searchbuilder to use that index when searching for ticket content. Joop -- Joop van de Wege From hermann at ronaldsson.net Wed Nov 2 04:39:08 2005 From: hermann at ronaldsson.net (Hermann Ronaldsson) Date: Wed, 02 Nov 2005 10:39:08 +0100 Subject: [rt-users] CC to watchers list. Any ideas? Message-ID: <1130924348.17472.246566761@webmail.messagingengine.com> Hello! I have a question regarding tickets being created through e-mail. If a user sent a message to support at ourcompany.com and also put a CC: to various other addresses, how can i make these CC: addresses become part of the watcher list? For some users it is annoying to get a "Permission Denied" from RT when they have made an "Reply to All" to a message that was CC:ed to them. We would of course want that reply to be logged in the ticket, yet we would not want to permit "Everyone" to do so. Greetings, Hermann Ronaldsson -- Hermann Ronaldsson hermann at ronaldsson.net From torsten.brumm at kuehne-nagel.com Wed Nov 2 05:44:26 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Wed, 2 Nov 2005 11:44:26 +0100 Subject: AW: [rt-users] how to add Statistics to menu In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAA99@mailservermn.mqsoftware.com> Message-ID: Hi Kelly & Randy, This could be the wrong place, but i think it's depending from the installation path ;-) @Randy: If you unziped the file, place at the HTML Folder, i think, you need: A: cleanup the rt3/var/mason_data/obj (remove the content) B: restart the apache Then the changes will appear. So far i remember, i read a mail from Ruslan, where he described a workaround for this. @Kelly: if i read your mail correctly, you talked about a newer version of Stats Package?!? Where can i find this??? My Version is the from the RT Download Folder.... Thanks Torsten Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: kfh at mqsoftware.com [mailto:kfh at mqsoftware.com] > Gesendet: Dienstag, 1. November 2005 21:49 > An: Randy Paries; Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: RE: [rt-users] how to add Statistics to menu > > Hi Torsten, > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Randy Paries > > Sent: Tuesday, November 01, 2005 2:43 PM > > To: Torsten Brumm > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] how to add Statistics to menu > > > > Torsten > > Any other ideas? > > all i did is unzip the Statistics package into the > > /home/rt3/local/html > [Kelly F. Hickel] This is probably the wrong place to unzip > it, depending on what version of Statistics you are using > (the latest is 0.1.5). You should remove what you've unzip, > then unzip it one level up. > In other words, the file /home/rt3/local/lib/Statistics.pm > should exist. At least I think it should, if you're using > Debian, I'm not positive as I've never used Debian. On a > "stock" install, the file /opt/rt3/local/lib/Statistics.pm > should be there. > > > > > > if i go to http://mydomain.com/Statistics/ I see the stats > page, but > > nothing under tools but Offline > > > > Thanks > > > > > > On 11/1/05, Torsten Brumm wrote: > > > Hi Randy, > > > > > > So far i know, the stat package add itself to the Menu., But be > > carefull, > > > the old stat package has a bug in the Tabs File, this > wont bring you > > back to > > > the Tickets Link. > > > > > > Attached a "small" mod working for me (RT344) i have moved the > > Statistics > > > from the Main Menu into the Tools Submenu. There is also a userdoc > > Submenu > > > included. > > > > > > Callto://torsten_brumm > > > > > > Thanks in advance > > > .... > > > : Torsten Brumm > > > : IT Security Engineer > > > : > > > : Kuehne + Nagel > > > : HAM - MI-C > > > : > > > : Ferdinand Strasse 29-33 > > > : 20095 Hamburg > > > : > > > : +49 (40) 329 15 199 > > > : +49 (40) 329 15 500 > > > : > > > : torsten.brumm at kuehne-nagel.com > > > : www.kn-portal.com > > > : icq: 78258840 > > > .... > > > > > > > -----Urspr?ngliche Nachricht----- > > > > Von: rt-users-bounces at lists.bestpractical.com > > > > [mailto:rt-users-bounces at lists.bestpractical.com] Im > Auftrag von > > > > Randy Paries > > > > Gesendet: Dienstag, 1. November 2005 05:47 > > > > An: rt-users at lists.bestpractical.com > > > > Betreff: [rt-users] how to add Statistics to menu > > > > > > > > Hello, > > > > I have the module Statistics installed and working > > > > > > > > But i can not figure out how to add it to the tools or > whereever > > > > it belongs so it is visiable to the privilaged users > > > > > > > > MY RT is 3.4.4 > > > > > > > > Thanks > > > > Randy > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Be sure to check out the RT Wiki at > http://wiki.bestpractical.com > > > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > > > Download a free sample chapter from > > > > http://rtbook.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 > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > [Kelly F. Hickel] > > > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > From lists at akphs.com Wed Nov 2 07:24:25 2005 From: lists at akphs.com (Phil Smith III) Date: Wed, 2 Nov 2005 07:24:25 -0500 Subject: [rt-users] Re: Custom statuses In-Reply-To: <589c94400511012026v101a83f3p94e35ec222fce604@mail.gmail.com> Message-ID: <20051102122346.KQLG21663.eastrmmtao06.cox.net@TPLinux> You know, I *did* read the discussion about using custom fields instead, and I don't see any real reasoning that says why adding custom statuses should be deprecated. The only reason cited seemed to be: "You need to separate the workflow status (new, open, closed, etc.) from the business status (sold, returned, exchanged, etc.)." The ones I want to add *are* workflow, it seems to me. I'm not interested in starting a flamewar, but I'd like to understand the reasoning that says "Use custom fields". If it's "Custom statuses don't work", that's one thing; if it's some theological reason, I'd like to understand it. Thanks, ...phsiii -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Tuesday, November 01, 2005 11:27 PM To: Phil Smith III Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Re: Custom statuses Put next to the RT_SiteConfig and drop customization of the Queue.pm: @ActiveStatus = qw(new open stalled pricepending customerwait externalwait escalated); @InactiveStatus = qw(resolved rejected deleted); stop and start server, restart doesn't help. It's not recommended way to change status values. Use custom fields instead. On 11/1/05, Phil Smith III wrote: > Now I feel like an idiot: it's not working after all. > > Queue_Local.pm contains: > > @ACTIVE_STATUS = qw(new open stalled pricepending customerwait externalwait escalated); > @INACTIVE_STATUS = qw(resolved rejected deleted); > @STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS); > > 1; # the file needs to end with this > > and I've looked at it and looked at it. What am I missing??? > > ...phsiii > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From kfh at mqsoftware.com Wed Nov 2 07:47:01 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 2 Nov 2005 06:47:01 -0600 Subject: [rt-users] how to add Statistics to menu Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAAAB@mailservermn.mqsoftware.com> Torsten, The package on the BestPractical site is quite old. Information on the current versions can be found in the Wiki at . You REALLY need to remove the files you unzipped before installing the new version. -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com > -----Original Message----- > From: torsten.brumm at kuehne-nagel.com [mailto:torsten.brumm at kuehne- > nagel.com] > Sent: Wednesday, November 02, 2005 4:44 AM > To: Kelly F. Hickel; 'Randy Paries' > Cc: rt-users at lists.bestpractical.com > Subject: AW: [rt-users] how to add Statistics to menu > > Hi Kelly & Randy, > > This could be the wrong place, but i think it's depending from the > installation path ;-) > > @Randy: If you unziped the file, place at the HTML Folder, i think, you > need: > > A: cleanup the rt3/var/mason_data/obj (remove the content) > B: restart the apache > > Then the changes will appear. So far i remember, i read a mail from > Ruslan, > where he described a workaround for this. > > @Kelly: if i read your mail correctly, you talked about a newer version of > Stats Package?!? Where can i find this??? My Version is the from the RT > Download Folder.... > > Thanks > > Torsten > > > Callto://torsten_brumm > > Thanks in advance > .... > : Torsten Brumm > : IT Security Engineer > : > : Kuehne + Nagel > : HAM - MI-C > : > : Ferdinand Strasse 29-33 > : 20095 Hamburg > : > : +49 (40) 329 15 199 > : +49 (40) 329 15 500 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > .... > > > -----Urspr?ngliche Nachricht----- > > Von: kfh at mqsoftware.com [mailto:kfh at mqsoftware.com] > > Gesendet: Dienstag, 1. November 2005 21:49 > > An: Randy Paries; Torsten Brumm > > Cc: rt-users at lists.bestpractical.com > > Betreff: RE: [rt-users] how to add Statistics to menu > > > > Hi Torsten, > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > > bounces at lists.bestpractical.com] On Behalf Of Randy Paries > > > Sent: Tuesday, November 01, 2005 2:43 PM > > > To: Torsten Brumm > > > Cc: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] how to add Statistics to menu > > > > > > Torsten > > > Any other ideas? > > > all i did is unzip the Statistics package into the > > > /home/rt3/local/html > > [Kelly F. Hickel] This is probably the wrong place to unzip > > it, depending on what version of Statistics you are using > > (the latest is 0.1.5). You should remove what you've unzip, > > then unzip it one level up. > > In other words, the file /home/rt3/local/lib/Statistics.pm > > should exist. At least I think it should, if you're using > > Debian, I'm not positive as I've never used Debian. On a > > "stock" install, the file /opt/rt3/local/lib/Statistics.pm > > should be there. > > > > > > > > > > if i go to http://mydomain.com/Statistics/ I see the stats > > page, but > > > nothing under tools but Offline > > > > > > Thanks > > > > > > > > > On 11/1/05, Torsten Brumm wrote: > > > > Hi Randy, > > > > > > > > So far i know, the stat package add itself to the Menu., But be > > > carefull, > > > > the old stat package has a bug in the Tabs File, this > > wont bring you > > > back to > > > > the Tickets Link. > > > > > > > > Attached a "small" mod working for me (RT344) i have moved the > > > Statistics > > > > from the Main Menu into the Tools Submenu. There is also a userdoc > > > Submenu > > > > included. > > > > > > > > Callto://torsten_brumm > > > > > > > > Thanks in advance > > > > .... > > > > : Torsten Brumm > > > > : IT Security Engineer > > > > : > > > > : Kuehne + Nagel > > > > : HAM - MI-C > > > > : > > > > : Ferdinand Strasse 29-33 > > > > : 20095 Hamburg > > > > : > > > > : +49 (40) 329 15 199 > > > > : +49 (40) 329 15 500 > > > > : > > > > : torsten.brumm at kuehne-nagel.com > > > > : www.kn-portal.com > > > > : icq: 78258840 > > > > .... > > > > > > > > > -----Urspr?ngliche Nachricht----- > > > > > Von: rt-users-bounces at lists.bestpractical.com > > > > > [mailto:rt-users-bounces at lists.bestpractical.com] Im > > Auftrag von > > > > > Randy Paries > > > > > Gesendet: Dienstag, 1. November 2005 05:47 > > > > > An: rt-users at lists.bestpractical.com > > > > > Betreff: [rt-users] how to add Statistics to menu > > > > > > > > > > Hello, > > > > > I have the module Statistics installed and working > > > > > > > > > > But i can not figure out how to add it to the tools or > > whereever > > > > > it belongs so it is visiable to the privilaged users > > > > > > > > > > MY RT is 3.4.4 > > > > > > > > > > Thanks > > > > > Randy > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > Be sure to check out the RT Wiki at > > http://wiki.bestpractical.com > > > > > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > > > > > Download a free sample chapter from > > > > > http://rtbook.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 > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > [Kelly F. Hickel] > > > > > > > > -- > > > > Kelly F. Hickel > > Senior Software Architect > > MQSoftware, Inc > > 952.345.8677 > > kfh at mqsoftware.com > > > > > > From vaidutea at yahoo.com Wed Nov 2 08:53:17 2005 From: vaidutea at yahoo.com (Vaidute A) Date: Wed, 2 Nov 2005 05:53:17 -0800 (PST) Subject: [rt-users] Getting Content of a Ticket On Status Change Message-ID: <20051102135317.18629.qmail@web53306.mail.yahoo.com> Hello, Could you please help me to get the Content of the opened ticket using a scrip? I tried this: my $AttachObj = $self->TransactionObj->Attachments->First; my $content = $AttachObj->Content; and this: my $attachs = $self->TransactionObj->Attachments; my $attach; while( my $a = $attachs->Next ) { if( $a->ContentType eq 'text/plain' ) { $attach = $a; last } } my $content = $attach->Content; But both pieces of code return tne Content of the current ticket when the condition is set to "On Create". How to get the Content of the ticket when the condition is set to "On Status Change"? The Content field of Attachments table in the database is empty when the transaction is caused by clicking "Open". Is there any way RT could give me the Content by specifying the id of the ticket? Or any other way to get the content on "Open"? Any help would be very appreciated. Vaida --------------------------------- Yahoo! FareChase - Search multiple travel sites in one click. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Nov 2 10:27:37 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 18:27:37 +0300 Subject: [rt-users] CC to watchers list. Any ideas? In-Reply-To: <1130924348.17472.246566761@webmail.messagingengine.com> References: <1130924348.17472.246566761@webmail.messagingengine.com> Message-ID: <589c94400511020727j6baa5be9o1af819c591841cfd@mail.gmail.com> On 11/2/05, Hermann Ronaldsson wrote: > Hello! > > I have a question regarding tickets being created through e-mail. > > If a user sent a message to support at ourcompany.com and also put a CC: to > various other addresses, how can i make these CC: addresses become part > of the watcher list? RT_Config.pm: # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "RTAddressRegexp" below, you will get yourself into a heap of trouble. Set($ParseNewMessageForTicketCcs , undef); > > For some users it is annoying to get a "Permission Denied" from RT when > they have made an > "Reply to All" to a message that was CC:ed to them. > > We would of course want that reply to be logged in the ticket, yet we > would not want to permit > "Everyone" to do so. > > Greetings, > Hermann Ronaldsson > -- > Hermann Ronaldsson > hermann at ronaldsson.net > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 2 10:45:31 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 18:45:31 +0300 Subject: [rt-users] Getting Content of a Ticket On Status Change In-Reply-To: <20051102135317.18629.qmail@web53306.mail.yahoo.com> References: <20051102135317.18629.qmail@web53306.mail.yahoo.com> Message-ID: <589c94400511020745i6590b675g3f8f8635a831111e@mail.gmail.com> On 11/2/05, Vaidute A wrote: > Hello, > > Could you please help me to get the Content of the opened ticket using a > scrip? > > I tried this: > > my $AttachObj = $self->TransactionObj->Attachments->First; > my $content = $AttachObj->Content; > > and this: > > my $attachs = $self->TransactionObj->Attachments; > my $attach; > while( my $a = $attachs->Next ) > { > if( $a->ContentType eq 'text/plain' ) > { > $attach = $a; > last > } > } > my $content = $attach->Content; > > But both pieces of code return tne Content of the current ticket when the > condition is set to "On Create". > > How to get the Content of the ticket when the condition is set to "On Status > Change"? http://wiki.bestpractical.com/?FAQ Templates Q: The 'resolve' Transaction has no content A: Status change (Resolve) is a standalone transaction, The Reply or Comment that may accompany it is another standalone transaction, therefore the Content of the resolve transaction is empty. AddLastCommentToMail is a template part which you can use to add last comment to email. > > The Content field of Attachments table in the database is empty when the > transaction is caused by clicking "Open". > > Is there any way RT could give me the Content by specifying the id of the > ticket? Or any other way to get the content on "Open"? > > Any help would be very appreciated. > > Vaida > > > ________________________________ > Yahoo! FareChase - Search multiple travel sites in one click. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From jesse at bestpractical.com Wed Nov 2 10:55:57 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 2 Nov 2005 10:55:57 -0500 Subject: [rt-users] Page Load Hangs in 3.4.4 In-Reply-To: <20051102081158.4991.JOOPVANDEWEGE@mococo.nl> References: <20051101215027.DD2A84D8195@diesel.bestpractical.com> <20051102081158.4991.JOOPVANDEWEGE@mococo.nl> Message-ID: <20051102155557.GS14262@bestpractical.com> > > Apparently this is a known HTTP flaw, but it is much more pronounced > > here than on any of my other webapps (none of which use Mason). Both > > the web and database servers have plenty of CPU/RAM/swap, etc. Anything > > I can do to speed up database queries and pageloads? Sorry this > > question is so general, but so is the problem. > > > I'm having the same config except we are running RT 3.4.3 and haven't > had this problem. I just tried a couple of heavy operation like > searching on ticket content and aborting the search but I can start a > new query right away. Maybe it is because we're running RT using > mod_perl (Apache/1.3.33 (Unix) PHP/4.4.0 mod_fastcgi/2.2.12 mod_perl/1.29 mod_ssl/2.8.23 OpenSSL/0.9.8) Actually, what's going on is that Apache-Session locks your session object to prevent corruption from a second hit whilst the first is rendering. It might be safe to turn off Apache::Session locking. Jesse From pau at imente.com Wed Nov 2 11:01:23 2005 From: pau at imente.com (=?ISO-8859-1?Q?Pau_Montero_Par=E9s?=) Date: Wed, 2 Nov 2005 17:01:23 +0100 Subject: [rt-users] no root(s) path In-Reply-To: References: Message-ID: <66D045CC-6DA5-4527-A1E0-DDE86221E5B0@imente.com> El 31/10/2005, a las 15:22, enediel gonzalez escribi?: > Hello > > Having request tracker 3.4 on debian sarge, installed from debian > packages, I receive the following message when the computer starts > > no root path(s) specified at /usr/share/request-tracker 3.4/libexec/ > webmux.pl line 112 > > on the web interface, the RT starts but it freezes in a little while. > > Thanks in advance for any help I have the same version of request tracker working in a debian sarge and receive the same error at startup. Although RT works wonderfully in that box. You can find more about this message here: http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=310465 -- Pau Montero Par?s -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 186 bytes Desc: Mensaje firmado digitalmente URL: From hcpr at ft.dep.no Wed Nov 2 11:02:33 2005 From: hcpr at ft.dep.no (hcpr at ft.dep.no) Date: Wed, 02 Nov 2005 17:02:33 +0100 Subject: [rt-users] Problem installing RTFM with RT on Gentoo Message-ID: <4368E319.6000508@ft.dep.no> Hi, I'm having a problem getting RTFM installed, hopefully someone has a suggestion... The setup: RT 3.4.3 on Gentoo, installed via portage. This is working fine RTFM 2.0.4 In the Makefile I should change the location of rt, but to what? RT seems to be installed in /var/www//rt-3.4.3 If I try using this path, all the files are installed and the database tables are created. However there is no trace of RTFM in the webinterface of RT. i have also tried the other seemingly logical paths for location, but with nearly the same results. One difference is that the only path (in Makefile for RTFM) that make the database installer availibe is the one above. So, any suggestions anyone? Thanks Hans-Christian From barnesaw at ucrwcu.rwc.uc.edu Wed Nov 2 11:28:36 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 02 Nov 2005 11:28:36 -0500 Subject: [rt-users] Problem installing RTFM with RT on Gentoo In-Reply-To: <4368E319.6000508@ft.dep.no> References: <4368E319.6000508@ft.dep.no> Message-ID: <4368E934.8020804@ucrwcu.rwc.uc.edu> hcpr at ft.dep.no wrote: > Hi, I'm having a problem getting RTFM installed, hopefully someone has a > suggestion... > > The setup: > RT 3.4.3 on Gentoo, installed via portage. This is working fine > > RTFM 2.0.4 > In the Makefile I should change the location of rt, but to what? RT > seems to be installed in /var/www//rt-3.4.3 > If I try using this path, all the files are installed and the database > tables are created. However there is no trace of RTFM in the > webinterface of RT. > I assume you are stopping your web server, flushing the mason cache, and then starting your web server. Right? If so, try the 2.1.x development releases of RTFM. http://download.bestpractical.com/pub/rt/devel/RTFM-2.1.40.tar.gz > i have also tried the other seemingly logical paths for location, but > with nearly the same results. One difference is that the only path (in > Makefile for RTFM) that make the database installer availibe is the one > above. > > So, any suggestions anyone? > > > Thanks > > > Hans-Christian > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sterickson at gmail.com Wed Nov 2 11:49:42 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 2 Nov 2005 12:49:42 -0400 Subject: [rt-users] Outgoing mail not working. Message-ID: <92da24e00511020849p209b06adv5a035b2c8e6bffe@mail.gmail.com> Ok, I decided to get rt-mailgate working. I can now send mail to a particular address, and a ticket gets created. The requestor gets an auto-reply, as they should. So far, so good. When I reply, in RT, nothing goes out. The reply is logged in the database, but no mail is sent. I have this in my site config: Set($SendmailPath , "/usr/sbin/sendmail.postfix"); Set($SendmailArguments , "-oi -t"); but I don't think that's the problem, as I'm not getting any error messages related to that, that I can tell, anyway. I do see this in my messages file though: Nov 2 11:37:54 spot RT: < rt-3.4.4-16299-1130949473-1095.51-5-0 at blackdogsoft.net> #51/465 - Scrip 5 (/u1/www/sites/rt-secure/lib/RT/Action/SendEmail.pm:237) Nov 2 11:37:54 spot RT: < rt-3.4.4-16299-1130949473-1095.51-5-0 at blackdogsoft.net> No recipients found. Not sending. (/u1/www/sites/rt-secure/lib/RT/Action/SendEmail.pm:249) Nov 2 11:37:54 spot RT: < rt-3.4.4-16299-1130949473-1095.51-6-0 at blackdogsoft.net> #51/465 - Scrip 6 (/u1/www/sites/rt-secure/lib/RT/Action/SendEmail.pm:237) Nov 2 11:37:54 spot RT: < rt-3.4.4-16299-1130949473-1095.51-6-0 at blackdogsoft.net> No recipients found. Not sending. (/u1/www/sites/rt-secure/lib/RT/Action/SendEmail.pm:249) Nov 2 11:37:54 spot RT: < rt-3.4.4-16299-1130949473-1095.51-7-0 at blackdogsoft.net> #51/465 - Scrip 7 (/u1/www/sites/rt-secure/lib/RT/Action/SendEmail.pm:237) Nov 2 11:37:54 spot RT: < rt-3.4.4-16299-1130949473-1095.51-7-0 at blackdogsoft.net> No recipients found. Not sending. (/u1/www/sites/rt-secure/lib/RT/Action/SendEmail.pm:249) It seems to me that scrip 6 *should* have found a recipient, as the ticket clearly lists the requestor's address. I'm sure I've done something wrong, or forgotton to do something I should have ... any ideas? TIA -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Nov 2 12:08:15 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 02 Nov 2005 12:08:15 -0500 Subject: [rt-users] Outgoing mail not working. In-Reply-To: <92da24e00511020849p209b06adv5a035b2c8e6bffe@mail.gmail.com > References: <92da24e00511020849p209b06adv5a035b2c8e6bffe@mail.gmail.com> Message-ID: <6.2.1.2.2.20051102120719.031f9690@po14.mit.edu> At Wednesday 11/2/2005 11:49 AM, Shaun T. Erickson wrote: >It seems to me that scrip 6 *should* have found a recipient, as the ticket >clearly lists the requestor's address. > >I'm sure I've done something wrong, or forgotton to do something I should >have ... any ideas? Can you list your scrips - both global and on the queue you were testing with? Also, were you the requestor? Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Nov 2 12:58:01 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 02 Nov 2005 12:58:01 -0500 Subject: [rt-users] Outgoing mail not working. In-Reply-To: <92da24e00511020935y62ffb059rc2b3b57e6788802c@mail.gmail.co m> References: <92da24e00511020849p209b06adv5a035b2c8e6bffe@mail.gmail.com> <6.2.1.2.2.20051102120719.031f9690@po14.mit.edu> <92da24e00511020916y57fdafb6se7ef40ec12e0883b@mail.gmail.com> <92da24e00511020935y62ffb059rc2b3b57e6788802c@mail.gmail.com> Message-ID: <6.2.1.2.2.20051102125648.03250148@po14.mit.edu> At Wednesday 11/2/2005 12:35 PM, Shaun T. Erickson wrote: >Your reply got me thinking ... so I sent a ticket in from an account other >than my own. I'm able to reply to it just fine, from within RT. So why is >it that I seem to only not be able to reply to tickets I create via email? >-- > -ste With the notify actor setting of 0, RT won't send mail to the 'actor' - the thinking is that you've made the update so you don't need to be notified of the update. You can, of course change the setting to 1 in which case you will get the mail. Does that answer your question? This has caused confusion for some of our users who aren't aware of this feature and expect to see mail. We are about to introduce a user preference that controls this so that the individual can choose what behavior they want. Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From sterickson at gmail.com Wed Nov 2 13:02:41 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 2 Nov 2005 14:02:41 -0400 Subject: [rt-users] Outgoing mail not working. In-Reply-To: <6.2.1.2.2.20051102125648.03250148@po14.mit.edu> References: <92da24e00511020849p209b06adv5a035b2c8e6bffe@mail.gmail.com> <6.2.1.2.2.20051102120719.031f9690@po14.mit.edu> <92da24e00511020916y57fdafb6se7ef40ec12e0883b@mail.gmail.com> <92da24e00511020935y62ffb059rc2b3b57e6788802c@mail.gmail.com> <6.2.1.2.2.20051102125648.03250148@po14.mit.edu> Message-ID: <92da24e00511021002w47f19ea6maf28996a7c035d79@mail.gmail.com> On 11/2/05, Stephen Turner wrote: > > At Wednesday 11/2/2005 12:35 PM, Shaun T. Erickson wrote: > > Your reply got me thinking ... so I sent a ticket in from an account other > than my own. I'm able to reply to it just fine, from within RT. So why is it > that I seem to only not be able to reply to tickets I create via email? > -- > -ste > > > With the notify actor setting of 0, RT won't send mail to the 'actor' - > the thinking is that you've made the update so you don't need to be notified > of the update. You can, of course change the setting to 1 in which case you > will get the mail. Does that answer your question? > > This has caused confusion for some of our users who aren't aware of this > feature and expect to see mail. We are about to introduce a user preference > that controls this so that the individual can choose what behavior they > want. > > Steve > That is exactly what the "problem" was. I didn't expect it to try and out-smart me. :) Thanks! -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmbeethe at fedex.com Wed Nov 2 13:09:50 2005 From: dmbeethe at fedex.com (Don Beethe) Date: Wed, 2 Nov 2005 12:09:50 -0600 Subject: [rt-users] Problem with debug logging Message-ID: Tried to add some logging to debug what is going on and when I restart apache it fails and the error_log shows: [Wed Nov 02 11:10:19 2005] [error] Can't call method "debug" on an undefined val ue at /opt/rt3/lib/RT/User.pm line 838.\nCompilation failed in require at /opt/r t3/lib/RT/Record.pm line 69.\nBEGIN failed--compilation aborted at /opt/rt3/lib/ RT/Record.pm line 69.\nCompilation failed in require at /opt/rt3/lib/RT/CurrentU ser.pm line 73.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUse r.pm line 73.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 49.\nBEG IN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49.\nCompilation faile d in require at /opt/rt3/bin/webmux.pl line 66.\nBEGIN failed--compilation abort ed at /opt/rt3/bin/webmux.pl line 66.\nCompilation failed in require at (eval 2) line 1.\n [Wed Nov 02 11:10:19 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server elmer.rmtc.fedex.com:0, exiting... I tried to add: $RT::Logger->debug("Checking for User_Overlay, Local, etc\n"); In User.pm... I'm running rt 3.4.4 on Fedora Core 4... Thanks. Don Beethe dmbeethe at fedex.com From todd at chaka.net Wed Nov 2 12:56:48 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 2 Nov 2005 12:56:48 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02 In-Reply-To: <20051102163817.GA45336@blank.org> References: <20051031165816.GT995@chaka.net> <20051102163817.GA45336@blank.org> Message-ID: <20051102175648.GD15717@chaka.net> Make test fails because the tests only will run against the rt3regression database. You don't want my tests messing with your production data, do you? The other problem indicated that RTHOME may not be set correctly. Also, please always include the list. I don't give private support. -Todd From todd at chaka.net Wed Nov 2 14:14:12 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 2 Nov 2005 14:14:12 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 Message-ID: <20051102191026.GI896@chaka.net> RTx::RightsMatrix is on it's way to CPAN. See it live at: http://rt.chaka.net/Admin/Tools/RightsMatrix/index.html?user=guest&pass=guest Changes: 0.02.04: * Going through Configuration menu no longer defaults to root. * Fixed bug in setting title. 0.02.03: * All tests pass * RTHOME honored for tests (thanks Howard Jones) previous: * Broken link fixed (thanks Ruslan) * Logic bug fixed (thanks Todd) * Two components were renamed -Todd From sterickson at gmail.com Wed Nov 2 14:44:09 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 2 Nov 2005 15:44:09 -0400 Subject: [rt-users] Error in "RT Essentials" book. Message-ID: <92da24e00511021144n3a6b9cf5gb4dabcf5d3656aa3@mail.gmail.com> On page 88, it describes how to modify the autoreply template to give the user a password if they don't already have one. In the modified template listed, the first part of the new code starts off as: if ( $Transaction->CreatorObj->id != $RT::Nobody->id but on page 89, where they discuss that new code, they replaced the 'if' with 'unless'. Which is it? -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Wed Nov 2 14:48:37 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 02 Nov 2005 11:48:37 -0800 Subject: [rt-users] Error in "RT Essentials" book. In-Reply-To: <92da24e00511021144n3a6b9cf5gb4dabcf5d3656aa3@mail.gmail.com> References: <92da24e00511021144n3a6b9cf5gb4dabcf5d3656aa3@mail.gmail.com> Message-ID: <43691815.3090806@u.washington.edu> It is an error but the two statements in the book are equivalent: pg 88 if ($Transaction->CreatorObj->id != $RT::Nobody->id){} pg 89 unless ($Transaction->CreatorObj->id == $RT::Nobody->id){} Different ways to check for the same negative; "if this is not true" vs. "unless this is true". Joby Walker ITI SSG, University of Washington Shaun T. Erickson wrote: > On page 88, it describes how to modify the autoreply template to give > the user a password if they don't already have one. In the modified > template listed, the first part of the new code starts off as: > > if ( $Transaction->CreatorObj->id != $RT::Nobody->id > > but on page 89, where they discuss that new code, they replaced the 'if' > with 'unless'. > > Which is it? > > -- > -ste > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From ruslan.zakirov at gmail.com Wed Nov 2 15:09:07 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 2 Nov 2005 23:09:07 +0300 Subject: [rt-users] Error in "RT Essentials" book. In-Reply-To: <43691815.3090806@u.washington.edu> References: <92da24e00511021144n3a6b9cf5gb4dabcf5d3656aa3@mail.gmail.com> <43691815.3090806@u.washington.edu> Message-ID: <589c94400511021209m56d4af6by846d84512995f8a@mail.gmail.com> On 11/2/05, Joby Walker wrote: > It is an error but the two statements in the book are equivalent: > > pg 88 > > if ($Transaction->CreatorObj->id != $RT::Nobody->id){} > > pg 89 > > unless ($Transaction->CreatorObj->id == $RT::Nobody->id){} "unless(...)" in perl is equiv to "if(not(...))" and "not($val1 == $val2)" is equal to "($val1 != $val2)". You can also use next equivalent that doesn't require loading of the new User object: unless ($Transaction->Creator == $RT::Nobody->id){} General rule is next: if object's field is id of the record in other table(fields like Creator, LastUpdateBy, Ticket, Transaction, GroupId, MemberId...) then in most cases class(in the example RT::Transaction) has method named FieldObj that creates new referenced object and load data by id. Pseudo code for CreatorObj method looks like: my $obj = new RT::User; $obj->Load( $self->Creator ); return $obj; Book has errata page on the Oreily site, please fill info about error there. > > > Different ways to check for the same negative; "if this is not true" vs. > "unless this is true". > > Joby Walker > ITI SSG, University of Washington > > > Shaun T. Erickson wrote: > > On page 88, it describes how to modify the autoreply template to give > > the user a password if they don't already have one. In the modified > > template listed, the first part of the new code starts off as: > > > > if ( $Transaction->CreatorObj->id != $RT::Nobody->id > > > > but on page 89, where they discuss that new code, they replaced the 'if' > > with 'unless'. > > > > Which is it? > > > > -- > > -ste > > > > > > ------------------------------------------------------------------------ > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From sterickson at gmail.com Wed Nov 2 15:10:15 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 2 Nov 2005 16:10:15 -0400 Subject: [rt-users] Error in "RT Essentials" book. In-Reply-To: <43691815.3090806@u.washington.edu> References: <92da24e00511021144n3a6b9cf5gb4dabcf5d3656aa3@mail.gmail.com> <43691815.3090806@u.washington.edu> Message-ID: <92da24e00511021210v49c8dc3m46e91439bde8e420@mail.gmail.com> On 11/2/05, Joby Walker wrote: > > It is an error but the two statements in the book are equivalent: > > pg 88 > > if ($Transaction->CreatorObj->id != $RT::Nobody->id){} > > pg 89 > > unless ($Transaction->CreatorObj->id == $RT::Nobody->id){} > > > Different ways to check for the same negative; "if this is not true" vs. > "unless this is true". I see. I also hadn't noticed that the comparison operators had been changed as well. New question: On page 88, right after that if statement, in the next line, that starts off "my $user", shouldn't that first 'RT' in the line have a dollar sign in front of it, or is my lack of perl knowledge showing through too much? :) TIA -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From jjesse at ftpb.com Wed Nov 2 15:26:13 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Wed, 2 Nov 2005 15:26:13 -0500 Subject: [rt-users] Problems w/ Fresh Install of RT3.4.4 Message-ID: On a fresh install of Ubuntu Linux 5.10 server I am receiveing the following error when I access the webpage (servername/rt) error: Can't locate Apache/Session/MySQL.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/share/html/Elements/SetupSessionCookie line 57. context: ... 53: Pg => 'Apache::Session::Postgres', 54: # Oracle => 'Apache::Session::Oracle', 55: ) unless $RT::WebSessionClass; 56: my $session_class = $RT::WebSessionClass || $backends{$RT::DatabaseType} || 'Apache::Session::File'; 57: my $pm = "$session_class.pm"; $pm =~ s|::|/|g; require $pm; 58: 59: # morning bug avoidance attempt -- pdh 20030815 60: unless ($RT::Handle->dbh && $RT::Handle->dbh->ping) { 61: $RT::Handle->Connect(); ... code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:57 /opt/rt3/share/html/autohandler:73 Any help would be greatly appreciated, Jonathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From FCCComplaint at akphs.com Wed Nov 2 15:36:44 2005 From: FCCComplaint at akphs.com (Phil Smith III) Date: Wed, 2 Nov 2005 15:36:44 -0500 Subject: [rt-users] Re: Custom statuses Message-ID: <027c01c5dfed$24521710$6a01090a@Basement2> The good news: I figured it out. The bad news: I feel like an idiot. My custom statuses weren't working because "pricepending", "customerwait", and "externalwait" are all longer than 10 characters. I was trying it One More Time and tried changing it to "escalated" (my other new status) and lo! it worked. And then suddenly it all made sense -- I'd seen that 10-character limit discussed somewhere, but had assumed it would complain. Well, it did, just not in a way I understood! So, the question is still on the table: what's theologically wrong with adding statuses? Thanks to all who tried to help me find my *** from my elbow! (Or something like that) ...phsiii From todd at chaka.net Wed Nov 2 15:30:45 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 2 Nov 2005 15:30:45 -0500 Subject: [rt-users] Problem with debug logging In-Reply-To: References: Message-ID: <20051102203044.GF15717@chaka.net> Perhaps your changes include an error. Check your code with: perl -I/opt/rt3/local/lib -I/opt/rt3/lib /opt/rt3/lib/RT/User_Overlay.pm -Todd From todd at chaka.net Wed Nov 2 15:34:46 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 2 Nov 2005 15:34:46 -0500 Subject: [rt-users] Problems w/ Fresh Install of RT3.4.4 In-Reply-To: References: Message-ID: <20051102203446.GG15717@chaka.net> On Wed, Nov 02, 2005 at 03:26:13PM -0500, Jonathan Jesse wrote: > On a fresh install of Ubuntu Linux 5.10 server I am receiveing the following error when I access the webpage (servername/rt) > > error: Can't locate Apache/Session/MySQL.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . /etc/apache2) at /opt/rt3/share/html/Elements/SetupSessionCookie line 57. > context: > ... > 53: Pg => 'Apache::Session::Postgres', > 54: # Oracle => 'Apache::Session::Oracle', > 55: ) unless $RT::WebSessionClass; > 56: my $session_class = $RT::WebSessionClass || $backends{$RT::DatabaseType} || 'Apache::Session::File'; > 57: my $pm = "$session_class.pm"; $pm =~ s|::|/|g; require $pm; > 58: > 59: # morning bug avoidance attempt -- pdh 20030815 > 60: unless ($RT::Handle->dbh && $RT::Handle->dbh->ping) { > 61: $RT::Handle->Connect(); > ... > code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:57 > /opt/rt3/share/html/autohandler:73 > Does "make testdeps" run without error? From sterickson at gmail.com Wed Nov 2 16:08:56 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 2 Nov 2005 17:08:56 -0400 Subject: [rt-users] How can unprivileged users change their password? Message-ID: <92da24e00511021308l5f1bf73dmb18a531f0770077b@mail.gmail.com> I used the example on page 88 of the "RT Essentials" book, to auto-generate a password that is sent to unprivilieged users the first time they send a ticket to RT. It works great and the users love it. Now they are asking how to change their passwords, once they log in. There doesn't seem to be any 'Preferences' page for them though, and I can't find an ACL that might let them do this. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Nov 2 16:10:05 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 02 Nov 2005 16:10:05 -0500 Subject: [rt-users] How can unprivileged users change their password? In-Reply-To: <92da24e00511021308l5f1bf73dmb18a531f0770077b@mail.gmail.com> References: <92da24e00511021308l5f1bf73dmb18a531f0770077b@mail.gmail.com> Message-ID: <43692B2D.8050404@ucrwcu.rwc.uc.edu> Shaun T. Erickson wrote: > I used the example on page 88 of the "RT Essentials" book, to > auto-generate a password that is sent to unprivilieged users the first > time they send a ticket to RT. It works great and the users love it. > Now they are asking how to change their passwords, once they log in. > There doesn't seem to be any 'Preferences' page for them though, and I > can't find an ACL that might let them do this. Grant them ModifySelf > > -- > -ste > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sterickson at gmail.com Wed Nov 2 16:22:10 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 2 Nov 2005 17:22:10 -0400 Subject: [rt-users] How can unprivileged users change their password? In-Reply-To: <43692B2D.8050404@ucrwcu.rwc.uc.edu> References: <92da24e00511021308l5f1bf73dmb18a531f0770077b@mail.gmail.com> <43692B2D.8050404@ucrwcu.rwc.uc.edu> Message-ID: <92da24e00511021322r23283949n754ebf9e312151b7@mail.gmail.com> On 11/2/05, Drew Barnes wrote: > > > > Shaun T. Erickson wrote: > > I used the example on page 88 of the "RT Essentials" book, to > > auto-generate a password that is sent to unprivilieged users the first > > time they send a ticket to RT. It works great and the users love it. > > Now they are asking how to change their passwords, once they log in. > > There doesn't seem to be any 'Preferences' page for them though, and I > > can't find an ACL that might let them do this. > > Grant them ModifySelf I can't seem to find any such right, to apply to the 'Everyone' group or the 'Requestor' role, or anywhere else, for that matter. Perhaps I'm blind, but I just don't see it anywhere ... -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Nov 2 16:11:48 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 2 Nov 2005 16:11:48 -0500 Subject: [rt-users] How can unprivileged users change their password? In-Reply-To: <92da24e00511021322r23283949n754ebf9e312151b7@mail.gmail.com> References: <92da24e00511021308l5f1bf73dmb18a531f0770077b@mail.gmail.com> <43692B2D.8050404@ucrwcu.rwc.uc.edu> <92da24e00511021322r23283949n754ebf9e312151b7@mail.gmail.com> Message-ID: <20051102211148.GH15717@chaka.net> On Wed, Nov 02, 2005 at 05:22:10PM -0400, Shaun T. Erickson wrote: > On 11/2/05, Drew Barnes wrote: > > > > > > > > Shaun T. Erickson wrote: > > > I used the example on page 88 of the "RT Essentials" book, to > > > auto-generate a password that is sent to unprivilieged users the first > > > time they send a ticket to RT. It works great and the users love it. > > > Now they are asking how to change their passwords, once they log in. > > > There doesn't seem to be any 'Preferences' page for them though, and I > > > can't find an ACL that might let them do this. > > > > Grant them ModifySelf > > > I can't seem to find any such right, to apply to the 'Everyone' group or the > 'Requestor' role, or anywhere else, for that matter. Perhaps I'm blind, but > I just don't see it anywhere ... Configuration -> Global -> Group Rights From sterickson at gmail.com Wed Nov 2 16:57:06 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 2 Nov 2005 17:57:06 -0400 Subject: [rt-users] How can unprivileged users change their password? In-Reply-To: <92da24e00511021322r23283949n754ebf9e312151b7@mail.gmail.com> References: <92da24e00511021308l5f1bf73dmb18a531f0770077b@mail.gmail.com> <43692B2D.8050404@ucrwcu.rwc.uc.edu> <92da24e00511021322r23283949n754ebf9e312151b7@mail.gmail.com> Message-ID: <92da24e00511021357p60417f9wbfdb779747f76c19@mail.gmail.com> On 11/2/05, Shaun T. Erickson wrote: > > On 11/2/05, Drew Barnes wrote: > > > > > > > > Shaun T. Erickson wrote: > > > I used the example on page 88 of the "RT Essentials" book, to > > > auto-generate a password that is sent to unprivilieged users the first > > > time they send a ticket to RT. It works great and the users love it. > > > Now they are asking how to change their passwords, once they log in. > > > There doesn't seem to be any 'Preferences' page for them though, and I > > > can't find an ACL that might let them do this. > > > > Grant them ModifySelf > > > I can't seem to find any such right, to apply to the 'Everyone' group or > the 'Requestor' role, or anywhere else, for that matter. Perhaps I'm blind, > but I just don't see it anywhere ... > -- > -ste I found it. I had to go to Global Rights and apply it to the Unprivileged group. Thanks! -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Wed Nov 2 17:14:12 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 02 Nov 2005 14:14:12 -0800 Subject: [rt-users] Error in "RT Essentials" book. In-Reply-To: <92da24e00511021210v49c8dc3m46e91439bde8e420@mail.gmail.com> References: <92da24e00511021144n3a6b9cf5gb4dabcf5d3656aa3@mail.gmail.com> <43691815.3090806@u.washington.edu> <92da24e00511021210v49c8dc3m46e91439bde8e420@mail.gmail.com> Message-ID: <43693A34.9000700@u.washington.edu> No that is correct because you aren't accessing a variable it is a accessing the constructor (new) of an object (RT::User). You might want to get O'Reilly's "Programming Perl" (a.k.a The Camel) -- It helps. Joby Walker ITI SSG, University of Washington Shaun T. Erickson wrote: > New question: On page 88, right after that if statement, in the next > line, that starts off "my $user", shouldn't that first 'RT' in the line > have a dollar sign in front of it, or is my lack of perl knowledge > showing through too much? :) > > TIA > > -- > -ste From graham.dunn at leitch.com Wed Nov 2 16:33:02 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Wed, 02 Nov 2005 16:33:02 -0500 Subject: [rt-users] Viewing own issues in a queue Message-ID: Users A,B,C belong to QAGroup. What are the minimum permissions required for the users to see only the issues they submitted to TestQueue, but still be able to see the queue in the web interface (so they can submit tickets). I have the TestQueue rights set up now so that Requestor has CommentOnTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments If I add queue permissions for QAGroup ReplyToTicket SeeQueue ShowTicket ShowTicketComments Watch then the queue shows up, but they can see everyone's tickets, not just their own. Any help, or pointers appreciated. Thanks, Graham From joby at u.washington.edu Wed Nov 2 18:20:25 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 02 Nov 2005 15:20:25 -0800 Subject: [rt-users] Viewing own issues in a queue In-Reply-To: References: Message-ID: <436949B9.3050007@u.washington.edu> The group permissions should be: SeeQueue CreateTicket Joby Walker ITI SSG, University of Washington Graham Dunn wrote: > Users A,B,C belong to QAGroup. > > What are the minimum permissions required for the users to see only the > issues they submitted to TestQueue, but still be able to see the queue > in the web interface (so they can submit tickets). > > I have the TestQueue rights set up now so that Requestor has CommentOnTicket > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > > If I add queue permissions for QAGroup > > ReplyToTicket > SeeQueue > ShowTicket > ShowTicketComments > Watch > > then the queue shows up, but they can see everyone's tickets, not just > their own. > > Any help, or pointers appreciated. > > Thanks, > Graham > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From cjayaprakashreddy at yahoo.com Wed Nov 2 18:38:12 2005 From: cjayaprakashreddy at yahoo.com (JP Chilumula) Date: Wed, 2 Nov 2005 15:38:12 -0800 (PST) Subject: [rt-users] Mail problem In-Reply-To: <436949B9.3050007@u.washington.edu> Message-ID: <20051102233812.52488.qmail@web51501.mail.yahoo.com> Hi!! When I try to create a ticket by sending an email (instead of using the web interface), I receive the following error: ----- The following addresses had permanent fatal errors ----- "|/usr/local/rt/bin/rt-mailgate --queue general --action correspond http://linux1.insight.asdf.com/rt" (reason: 255) (expanded from: ) ----- Transcript of session follows ----- /usr/local/rt/bin/rt-mailgate invoked improperly No url provided to mail gateway! 554 5.3.0 unknown mailer error 255 Any pointers would be highly appreciated!! Thanks! JP. __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com From lvanderf at internode.com.au Wed Nov 2 20:06:12 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 03 Nov 2005 11:36:12 +1030 Subject: [rt-users] create custom queries for "everyone" Message-ID: <43696284.6020705@internode.com.au> Hi. I've been playing with the query builder in 3.4.4 I've saved several queries. Now I want to allow the group of priveleged (staff) users to access those queries. Is there a way to make the queries public? Thanks. Kind regards. -- Luke From dkettmann at netlogic.net Wed Nov 2 19:11:13 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Wed, 02 Nov 2005 18:11:13 -0600 Subject: [rt-users] Mail problem In-Reply-To: <20051102233812.52488.qmail@web51501.mail.yahoo.com> Message-ID: <2fe376785e5a66488c04471a5e9dc8ed@192.168.1.2> Jim, It looks like you are missing a --url in your syntax: instead of: "|/usr/local/rt/bin/rt-mailgate --queue general --action correspond http://linux1.insight.asdf.com/rt" use this: "|/usr/local/rt/bin/rt-mailgate --queue general --action correspond --url http://linux1.insight.asdf.com/rt" Note the --url in the command :) Dave Kettmann NetLogic 314-266-4000 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of JP Chilumula Sent: Wednesday, November 02, 2005 5:38 PM To: rt-users at lists.fsck.com Subject: [rt-users] Mail problem Hi!! When I try to create a ticket by sending an email (instead of using the web interface), I receive the following error: ----- The following addresses had permanent fatal errors ----- "|/usr/local/rt/bin/rt-mailgate --queue general --action correspond http://linux1.insight.asdf.com/rt" (reason: 255) (expanded from: ) ----- Transcript of session follows ----- /usr/local/rt/bin/rt-mailgate invoked improperly No url provided to mail gateway! 554 5.3.0 unknown mailer error 255 Any pointers would be highly appreciated!! Thanks! JP. __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 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 Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From wusel+rt-users at uu.org Wed Nov 2 19:24:17 2005 From: wusel+rt-users at uu.org (Kai Siering) Date: Thu, 03 Nov 2005 01:24:17 +0100 Subject: [rt-users] Mail problem In-Reply-To: <20051102233812.52488.qmail@web51501.mail.yahoo.com> References: <20051102233812.52488.qmail@web51501.mail.yahoo.com> Message-ID: <436958B1.8000605@uu.org> JP Chilumula wrote: > ----- The following addresses had permanent fatal > errors ----- > "|/usr/local/rt/bin/rt-mailgate --queue general > --action correspond http://linux1.insight.asdf.com/rt" > (reason: 255) > (expanded from: ) I am missing the "--url". IIRC, invocation should be: "|/usr/local/rt/bin/rt-mailgate --queue general --action correspond --url http://linux1.insight.asdf.com/rt" HTH, kai -- Kai 'wusel' Siering eMail @ home: wusel at uu.org ?Do, wat Du wullt, de L??d snakt doch.? From lvanderf at internode.com.au Wed Nov 2 21:15:00 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 03 Nov 2005 12:45:00 +1030 Subject: [rt-users] Problems w/ Fresh Install of RT3.4.4 In-Reply-To: References: Message-ID: <436972A4.5010202@internode.com.au> Hi. Jonathan Jesse wrote: > On a fresh install of Ubuntu Linux 5.10 server I am receiveing the > following error when I access the webpage (servername/rt) > > error: Can't locate Apache/Session/MySQL.pm in @INC (@INC contains: > /opt/rt3/local/lib /opt/rt3/lib /etc/perl /usr/local/lib/perl/5.8.7 > /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 > /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl . > /etc/apache2) at /opt/rt3/share/html/Elements/SetupSessionCookie line 57. > context: > ... > 53: Pg => 'Apache::Session::Postgres', > What you have as your $DatabaseType in RT_Config or overridden in RT_SiteConfig? Judging by the error output RT is trying to look at mysql (default) but you have your database as postgres. Kind regards. Luke. > 54: # Oracle => 'Apache::Session::Oracle', > 55: ) unless $RT::WebSessionClass; > 56: my $session_class = $RT::WebSessionClass || > $backends{$RT::DatabaseType} || 'Apache::Session::File'; > 57: my $pm = "$session_class.pm"; $pm =~ s|::|/|g; require $pm; > 58: > 59: # morning bug avoidance attempt -- pdh 20030815 > 60: unless ($RT::Handle->dbh && $RT::Handle->dbh->ping) { > 61: $RT::Handle->Connect(); > ... > code stack: /opt/rt3/share/html/Elements/SetupSessionCookie:57 > /opt/rt3/share/html/autohandler:73 > > > Any help would be greatly appreciated, > > Jonathan > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > -- Luke -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Wed Nov 2 23:21:29 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 02 Nov 2005 20:21:29 -0800 Subject: [rt-users] create custom queries for "everyone" In-Reply-To: <43696284.6020705@internode.com.au> References: <43696284.6020705@internode.com.au> Message-ID: <43699049.7090804@u.washington.edu> Create a user defined group that all of your privileged staff belong to and save the SavedSearches in the scope of that group. I'd also recommend using Stephen Turner's (of MIT) HomePageSavedSearches http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches jbw Luke Vanderfluit wrote: > Hi. > > I've been playing with the query builder in 3.4.4 > I've saved several queries. > b > Now I want to allow the group of priveleged (staff) users to access > those queries. > > Is there a way to make the queries public? > > Thanks. > Kind regards. > From todd at chaka.net Wed Nov 2 23:07:22 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 2 Nov 2005 23:07:22 -0500 Subject: [rt-users] create custom queries for "everyone" In-Reply-To: <43696284.6020705@internode.com.au> References: <43696284.6020705@internode.com.au> Message-ID: <20051103040722.GI15717@chaka.net> On Thu, Nov 03, 2005 at 11:36:12AM +1030, Luke Vanderfluit wrote: > Hi. > > I've been playing with the query builder in 3.4.4 > I've saved several queries. > > Now I want to allow the group of priveleged (staff) users to access > those queries. > > Is there a way to make the queries public? > > Thanks. > Kind regards. > RT should let you assign rights saved search rights to system groups such as Privileged, but it doesn't... From lvanderf at internode.com.au Thu Nov 3 01:14:27 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 03 Nov 2005 16:44:27 +1030 Subject: [rt-users] attachments to database Message-ID: <4369AAC3.1010202@internode.com.au> Hi. I'm working on an html page that works like the update.html, particularly where attachments are saved to the database, however I can't seem to duplicate the attachment to database functionality quite right. Are there any pointers to this? I'll post code later. Thanks. Kind regards. -- Luke From ruslan.zakirov at gmail.com Thu Nov 3 02:33:37 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 3 Nov 2005 10:33:37 +0300 Subject: [rt-users] Problem with debug logging In-Reply-To: References: Message-ID: <589c94400511022333k2164c0cbn38a969a963b625c3@mail.gmail.com> On 11/2/05, Don Beethe wrote: > Tried to add some logging to debug what is going on and when I restart > apache it fails and the error_log shows: [snip] > > I tried to add: > $RT::Logger->debug("Checking for User_Overlay, Local, etc\n"); > In User.pm... You can't use $RT::Logger when it's not defined. When RT starts and loads modules logger object is not initialized yet. > > I'm running rt 3.4.4 on Fedora Core 4... > > Thanks. > Don Beethe > dmbeethe at fedex.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From torsten.brumm at kuehne-nagel.com Thu Nov 3 02:59:38 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Thu, 3 Nov 2005 08:59:38 +0100 Subject: AW: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: <20051102191026.GI896@chaka.net> Message-ID: Hi Todd, Great work! This makes admin life easier!!! What do you think to extend this Tools with addidional Features? 1. Did you know the Patch from Mr. Pape "HideGlobalScrips" ? It would be great to have all this under the same Tools / Rights Matrix or do you think this is a too heavy mixture? 2. Something like i know from Novell, ist called: "Who has rights here" what i mean you pick a queue and as feedback you get every group or person with the attached rights. What do you think about this ideas? Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Todd Chapman > Gesendet: Mittwoch, 2. November 2005 20:14 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 > > RTx::RightsMatrix is on it's way to CPAN. > > See it live at: > http://rt.chaka.net/Admin/Tools/RightsMatrix/index.html?user=g > uest&pass=guest > > Changes: > > 0.02.04: > > * Going through Configuration menu no longer defaults to root. > * Fixed bug in setting title. > > 0.02.03: > > * All tests pass > * RTHOME honored for tests (thanks Howard Jones) > > previous: > > * Broken link fixed (thanks Ruslan) > * Logic bug fixed (thanks Todd) > * Two components were renamed > > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From hcpr at ft.dep.no Thu Nov 3 03:21:54 2005 From: hcpr at ft.dep.no (hcpr at ft.dep.no) Date: Thu, 03 Nov 2005 09:21:54 +0100 Subject: [rt-users] Problem installing RTFM with RT on Gentoo In-Reply-To: <4368E934.8020804@ucrwcu.rwc.uc.edu> References: <4368E319.6000508@ft.dep.no> <4368E934.8020804@ucrwcu.rwc.uc.edu> Message-ID: <4369C8A2.7080802@ft.dep.no> Drew Barnes wrote: > > > hcpr at ft.dep.no wrote: > >> Hi, I'm having a problem getting RTFM installed, hopefully someone has a >> suggestion... [...] > > > I assume you are stopping your web server, flushing the mason cache, and > then starting your web server. Right? > Yes, the webserver has been restarted and I think I have removed all the cache objects. > If so, try the 2.1.x development releases of RTFM. > http://download.bestpractical.com/pub/rt/devel/RTFM-2.1.40.tar.gz > Looking into that now. How stable is this release? I mean, it's a dev release, but is it usable? Thanks for the tip Hans-Christian From klimkin at falkag.com Thu Nov 3 04:00:49 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Thu, 03 Nov 2005 12:00:49 +0300 Subject: [rt-users] Problem installing RTFM with RT on Gentoo In-Reply-To: <4368E319.6000508@ft.dep.no> References: <4368E319.6000508@ft.dep.no> Message-ID: <4369D1C1.8090202@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings! hcpr at ft.dep.no wrote: > The setup: > RT 3.4.3 on Gentoo, installed via portage. This is working fine > > RTFM 2.0.4 > In the Makefile I should change the location of rt, but to what? RT > seems to be installed in /var/www//rt-3.4.3 > If I try using this path, all the files are installed and the database > tables are created. However there is no trace of RTFM in the > webinterface of RT. > > i have also tried the other seemingly logical paths for location, but > with nearly the same results. One difference is that the only path (in > Makefile for RTFM) that make the database installer availibe is the one > above. > > So, any suggestions anyone? Your HTML::Mason version? Are other callbacks working? I am running RT-3.4.4+RTFM-2.0.4 on Gentoo but I didn't use portage for it (there was only old version on a time of install). SY, Danial. - -- Danial Klimkin, Falk eSolutions AG Russia -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDadHB2ce6OqXQ52QRAsClAJ4yBApLkXkaHSu+oM8JRKg5dL6UTwCdHtsP rwdV9u0d4X0lparocncHSis= =ClME -----END PGP SIGNATURE----- From hcpr at ft.dep.no Thu Nov 3 04:47:55 2005 From: hcpr at ft.dep.no (hcpr at ft.dep.no) Date: Thu, 03 Nov 2005 10:47:55 +0100 Subject: [rt-users] Problem installing RTFM with RT on Gentoo In-Reply-To: <4369D1C1.8090202@falkag.com> References: <4368E319.6000508@ft.dep.no> <4369D1C1.8090202@falkag.com> Message-ID: <4369DCCB.1000107@ft.dep.no> Danial Klimkin wrote: > > Your HTML::Mason version? Are other callbacks working? > HTML::Mason v1.30 Not sure what you mean by callbacks. Everything in (standard) RT is working properly. RTFM is the first extra module I'm installing. > I am running RT-3.4.4+RTFM-2.0.4 on Gentoo but I didn't use portage for > it (there was only old version on a time of install). I should maybe go back to using the manual install, it's probably the webapp stuff in the ebuild that's messing things up. Hans-Christian From klimkin at falkag.com Thu Nov 3 06:03:37 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Thu, 03 Nov 2005 14:03:37 +0300 Subject: [rt-users] Problem installing RTFM with RT on Gentoo In-Reply-To: <4369DCCB.1000107@ft.dep.no> References: <4368E319.6000508@ft.dep.no> <4369D1C1.8090202@falkag.com> <4369DCCB.1000107@ft.dep.no> Message-ID: <4369EE89.90903@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings! hcpr at ft.dep.no wrote: >>Your HTML::Mason version? Are other callbacks working? > HTML::Mason v1.30 > I should maybe go back to using the manual install, it's probably the > webapp stuff in the ebuild that's messing things up. Try updating to the latest (at least 1.31) from CPAN first. === perl -MCPAN -e shell, m HTML::Mason === Module id = HTML::Mason DESCRIPTION Build sites from modular Perl/HTML blocks CPAN_USERID JSWARTZ (Jonathan Swartz ) CPAN_VERSION 1.3101 CPAN_FILE D/DR/DROLSKY/HTML-Mason-1.3101.tar.gz DSLI_STATUS MdpO (mature,developer,perl,object-oriented) MANPAGE Mason - High-performance, dynamic web site authoring system INST_FILE /usr/lib/perl5/site_perl/5.8.6/HTML/Mason.pm INST_VERSION 1.3101 =========================================== SY, Danial. - -- Danial Klimkin, Falk eSolutions AG Russia -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDae6J2ce6OqXQ52QRAqOxAJ0Tt0ugccp2P3WJ11w7YRVO54qWVwCgorBd cBIuNqhpJl/Hlhq8LLFG/7I= =Ql// -----END PGP SIGNATURE----- From Joerg.Ungermann at web.de Thu Nov 3 08:26:45 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Thu, 03 Nov 2005 14:26:45 +0100 Subject: [rt-users] How to find users who are not involved in tickets? Message-ID: <849718036@web.de> We need to filter our users table and delete users that do not have any relation to tickets. Not creator, client or requestor or cc or Admin cc. How can this be achieved? Our user base is more than 10000 entries big. Kind regards J?rg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From todd at chaka.net Thu Nov 3 08:08:51 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Nov 2005 08:08:51 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: References: <20051102191026.GI896@chaka.net> Message-ID: <20051103130851.GJ15717@chaka.net> On Thu, Nov 03, 2005 at 08:59:38AM +0100, Torsten Brumm wrote: > Hi Todd, > > Great work! This makes admin life easier!!! What do you think to extend this > Tools with addidional Features? > > 1. Did you know the Patch from Mr. Pape "HideGlobalScrips" ? It would be > great to have all this under the same Tools / Rights Matrix or do you think > this is a too heavy mixture? I'm not familiar with it. Where can I find it? > > 2. Something like i know from Novell, ist called: "Who has rights here" what > i mean you pick a queue and as feedback you get every group or person with > the attached rights. That would be hard to display in a summary form, I think. If you put an example html or ascii are together I would consider it. It would also be processor heavy; you would be calling HasRight on an object for every group+user * each right. > What do you think about this ideas? > > Callto://torsten_brumm > > Thanks in advance From jfenal at gmail.com Thu Nov 3 08:55:30 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Thu, 3 Nov 2005 14:55:30 +0100 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: <20051103130851.GJ15717@chaka.net> References: <20051102191026.GI896@chaka.net> <20051103130851.GJ15717@chaka.net> Message-ID: <40a14bc10511030555u269692e0u@mail.gmail.com> 2005/11/3, Todd Chapman : > On Thu, Nov 03, 2005 at 08:59:38AM +0100, Torsten Brumm wrote: > > Hi Todd, > > > > Great work! This makes admin life easier!!! What do you think to extend this > > Tools with addidional Features? > > > > 1. Did you know the Patch from Mr. Pape "HideGlobalScrips" ? It would be > > great to have all this under the same Tools / Rights Matrix or do you think > > this is a too heavy mixture? > > I'm not familiar with it. Where can I find it? Google Cache is your friend. http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips-1.1b1.tgz -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From marcio.pessoa at gmail.com Thu Nov 3 09:05:26 2005 From: marcio.pessoa at gmail.com (=?ISO-8859-1?Q?M=E1rcio_de_Sousa_Pessoa?=) Date: Thu, 3 Nov 2005 12:05:26 -0200 Subject: [rt-users] I can't login on RT for the first time In-Reply-To: <589c94400511011902g3ce4d431pd59c9690707e8785@mail.gmail.com> References: <589c94400511011902g3ce4d431pd59c9690707e8785@mail.gmail.com> Message-ID: Thanks Ruslan, Password is realy the password... :-) When I install RT, I was configured the password to other string, but now I understand... The password defined on installation is relative with BD. Thank you! On 11/2/05, Ruslan Zakirov wrote: > > On 10/28/05, M?rcio de Sousa Pessoa wrote: > > Hello all, > > > > Sorry, but I'm newbie with RT... > > > > I don't know how to login on RT, I got a message "Your username or > > password is incorrect". > > > I hope you've found info about default password for user 'root', it's > "password" (without quotes). > > > -- > Best regards, Ruslan. > -- ? isso a?... M?rcio Pessoa LPIC-1 e CCNA S?o Paulo - Brasil -------------- next part -------------- An HTML attachment was scrubbed... URL: From torsten.brumm at kuehne-nagel.com Thu Nov 3 09:31:27 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Thu, 3 Nov 2005 15:31:27 +0100 Subject: AW: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: <20051103130851.GJ15717@chaka.net> Message-ID: Hi Todd, > On Thu, Nov 03, 2005 at 08:59:38AM +0100, Torsten Brumm wrote: > > Hi Todd, > > > > Great work! This makes admin life easier!!! What do you think to > > extend this Tools with addidional Features? > > > > 1. Did you know the Patch from Mr. Pape "HideGlobalScrips" > ? It would > > be great to have all this under the same Tools / Rights > Matrix or do > > you think this is a too heavy mixture? > > I'm not familiar with it. Where can I find it? This is at the private Page from Mr. Pape: http://page.mi.fu-berlin.de/~pape/rt3screenshots/ There is a problem with the download, so i will attach this to this mail. This works good for version 3.2 of RT, i'm just fighting to implement at the 3.44 release. I think this makes really sense to add to this RTxRights Add On, it's not directly handle with rights but with scrips and so on and this helps also very good for easy admin. > > > > > 2. Something like i know from Novell, ist called: "Who has rights > > here" what i mean you pick a queue and as feedback you get > every group > > or person with the attached rights. > > That would be hard to display in a summary form, I think. If > you put an example html or ascii are together I would > consider it. It would also be processor heavy; you would be > calling HasRight on an object for every group+user * each right. OK, let me try to exlain in deep what i mean. The Input must be a queue, so a dropdown for a queue will help. The Result will bring the following: Queuename: Testqueue1 OwnTicket AdminQueue CreateTicket Group1: y y y Group2: n y y User1: y y y (Member of Group1) User2: n y y (Member of Group2) Somethnig like this. Another idea is a feature i know also from Novell Netware but let me explain the situation first: Many times we get requests from users (let me say user1) like: pls create user2 and grant him the same rights like me. Then you can start to figure out the rights and memberships of User1 and add user2 to the sme groups and so on. In netware there was a feature where you can say a the user creation or admin page: Grant rights from: user-xyz This would also be a dream ;-) Torsten > > > What do you think about this ideas? > > > > Callto://torsten_brumm > > > > Thanks in advance > -------------- next part -------------- A non-text attachment was scrubbed... Name: HideGlobalScrips.tgz Type: application/octet-stream Size: 6777 bytes Desc: not available URL: From rfh at pipex.net Thu Nov 3 09:50:40 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 03 Nov 2005 14:50:40 +0000 Subject: [rt-users] Re: [PATCH] RT::Attribute::Name workaround patch In-Reply-To: <589c94400511012227o492e60a5rc37020e2d7624ce7@mail.gmail.com> References: <589c94400511012227o492e60a5rc37020e2d7624ce7@mail.gmail.com> Message-ID: <436A23C0.8080006@pipex.net> Hi Ruslan; I am afraid the patch does not fix the problem, I applied the patch to lib/RT.pm , cleared cache stoped then started apache , query builder loaded a search , then tried to remove one of the show columns and bang the error stack appeared ... again the system or reference is RT-3.4.4 apache 2, mod_perl 2, dbix 1.33 , mysql 4.1.14 please note that this error *does not show up* with dbix 1.27 , so I'll ask again .. ist a good idea to roll dbix back to 1.27 .. I do not want to fix a problem and create another. Roy Ruslan Zakirov wrote: >Jim, Roy, Joby, Carole and other who have problems with >"RT::Attribute::Name Unimplemented", please, try attached patch, I >think it should help. > >Apply it to *lib/RT.pm* instead of lib/RT.pm.in if you're going to >apply it on installed RT code. >Patch is simple and you can even apply it with patch command. > >Don't forget to stop and start server. > >Please, report back about results. > >-- >Best regards, Ruslan. > > >------------------------------------------------------------------------ > >=== lib/RT.pm.in >================================================================== >--- lib/RT.pm.in (revision 1155) >+++ lib/RT.pm.in (local) >@@ -312,21 +334,30 @@ > =cut > > sub InitClasses { >- require RT::Tickets; >- require RT::Transactions; >- require RT::Users; >+ require RT::ACL; >+ require RT::Attachments; >+ require RT::Attributes; >+ require RT::CachedGroupMembers; > require RT::CurrentUser; >- require RT::Templates; >+ require RT::CustomFields; >+ require RT::CustomFieldValues; >+ require RT::Date; >+ require RT::EmailParser; >+ require RT::GroupMembers; >+ require RT::Groups; >+ require RT::Handle; >+ require RT::Links; >+ require RT::ObjectCustomFields; >+ require RT::ObjectCustomFieldValues; >+ require RT::Principals; > require RT::Queues; > require RT::ScripActions; > require RT::ScripConditions; > require RT::Scrips; >- require RT::Groups; >- require RT::GroupMembers; >- require RT::CustomFields; >- require RT::CustomFieldValues; >- require RT::ObjectCustomFields; >- require RT::ObjectCustomFieldValues; >+ require RT::Templates; >+ require RT::Tickets; >+ require RT::Transactions; >+ require RT::Users; > } > > # }}} > > > > > > > From hcpr at ft.dep.no Thu Nov 3 10:15:37 2005 From: hcpr at ft.dep.no (hcpr at ft.dep.no) Date: Thu, 03 Nov 2005 16:15:37 +0100 Subject: [rt-users] Problem installing RTFM with RT on Gentoo In-Reply-To: <4369EE89.90903@falkag.com> References: <4368E319.6000508@ft.dep.no> <4369D1C1.8090202@falkag.com> <4369DCCB.1000107@ft.dep.no> <4369EE89.90903@falkag.com> Message-ID: <436A2999.50607@ft.dep.no> Danial Klimkin wrote: > Greetings! > > hcpr at ft.dep.no wrote: > >>>>Your HTML::Mason version? Are other callbacks working? >>> >>>HTML::Mason v1.30 >>>I should maybe go back to using the manual install, it's probably the >>>webapp stuff in the ebuild that's messing things up. > > > Try updating to the latest (at least 1.31) from CPAN first. > I've tried that, but still the same thing. It seems like RT just doesn't know that RTFM is installed. I'm going to try the devel version tomorrow. Hans-Christian From todd at chaka.net Thu Nov 3 09:56:04 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Nov 2005 09:56:04 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: References: <20051103130851.GJ15717@chaka.net> Message-ID: <20051103145604.GL15717@chaka.net> On Thu, Nov 03, 2005 at 03:31:27PM +0100, Torsten Brumm wrote: > Hi Todd, > > > On Thu, Nov 03, 2005 at 08:59:38AM +0100, Torsten Brumm wrote: > > > Hi Todd, > > > > > > Great work! This makes admin life easier!!! What do you think to > > > extend this Tools with addidional Features? > > > > > > 1. Did you know the Patch from Mr. Pape "HideGlobalScrips" > > ? It would > > > be great to have all this under the same Tools / Rights > > Matrix or do > > > you think this is a too heavy mixture? > > > > I'm not familiar with it. Where can I find it? > > This is at the private Page from Mr. Pape: > http://page.mi.fu-berlin.de/~pape/rt3screenshots/ > > There is a problem with the download, so i will attach this to this mail. > This works good for version 3.2 of RT, i'm just fighting to implement at the > 3.44 release. I think this makes really sense to add to this RTxRights Add > On, it's not directly handle with rights but with scrips and so on and this > helps also very good for easy admin. It's not rights related so I don't think adding it is a good idea. > > > > > > > > > 2. Something like i know from Novell, ist called: "Who has rights > > > here" what i mean you pick a queue and as feedback you get > > every group > > > or person with the attached rights. > > > > That would be hard to display in a summary form, I think. If > > you put an example html or ascii are together I would > > consider it. It would also be processor heavy; you would be > > calling HasRight on an object for every group+user * each right. > > OK, let me try to exlain in deep what i mean. > > The Input must be a queue, so a dropdown for a queue will help. The Result > will bring the following: > > Queuename: Testqueue1 > > OwnTicket AdminQueue CreateTicket > > Group1: y y y > Group2: n y y > > User1: y y y > (Member of Group1) > User2: n y y > (Member of Group2) > > Somethnig like this. That would be easy to do. I'll add it if I have the time. > > Another idea is a feature i know also from Novell Netware but let me explain > the situation first: > > Many times we get requests from users (let me say user1) like: pls create > user2 and grant him the same rights like me. Then you can start to figure > out the rights and memberships of User1 and add user2 to the sme groups and > so on. In netware there was a feature where you can say a the user creation > or admin page: Grant rights from: user-xyz > > This would also be a dream ;-) Another good idea, but doesn't belong in this package. RTx::CloneUser woule be easy to write though... > > Torsten > > > > > > What do you think about this ideas? > > > > > > Callto://torsten_brumm > > > > > > Thanks in advance > > From tomas.olaj at usit.uio.no Thu Nov 3 10:21:08 2005 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Thu, 3 Nov 2005 16:21:08 +0100 (CET) Subject: [rt-users] White spaces in login names, etc... In-Reply-To: <20051103133229.6639A4D824E@diesel.bestpractical.com> References: <20051103133229.6639A4D824E@diesel.bestpractical.com> Message-ID: We had a long case with an user who couldn't login to RT, and after a while I found out that the user had once entered the username wrong with a space before username, like ' foobar', instead of 'foobar', and used further on the drop-down box to select username, in the login prompt, and always got an error. Of course, the user didn't check the username proper, because it was visually correct. Should it be implemented a short check for whitespaces in both ends of a input text for RT? Is this an useful idea? Hope You understood what I wrote in my poor English. Tomas -- ________________________________________________________________________ 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 fmml at cedval.org Thu Nov 3 10:36:10 2005 From: fmml at cedval.org (Francois Meehan) Date: Thu, 3 Nov 2005 10:36:10 -0500 (EST) Subject: [rt-users] rt-crontool gone crazy... Message-ID: <10756.207.164.28.14.1131032170.squirrel@whoami7.cedval.org> Hi all, I have been running rt-crontool in test for a while with the following command: /opt/rt3/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg test --action RT::Action::EscalatePriority All was working ok, priority increasing, until this morning, now priority is decreasing after the rt-crontool is run!!! The only thing I changed was to install RTx::RightsMatrix but I doubt it could be that. Any ideas? Francois From todd at chaka.net Thu Nov 3 10:23:29 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Nov 2005 10:23:29 -0500 Subject: [rt-users] rt-crontool gone crazy... In-Reply-To: <10756.207.164.28.14.1131032170.squirrel@whoami7.cedval.org> References: <10756.207.164.28.14.1131032170.squirrel@whoami7.cedval.org> Message-ID: <20051103152329.GM15717@chaka.net> Damn. I was hoping for an attached video staring Jess-Dogg. :( From ruslan.zakirov at gmail.com Thu Nov 3 10:52:01 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 3 Nov 2005 18:52:01 +0300 Subject: [rt-users] Re: [PATCH] RT::Attribute::Name workaround patch In-Reply-To: <436A23C0.8080006@pipex.net> References: <589c94400511012227o492e60a5rc37020e2d7624ce7@mail.gmail.com> <436A23C0.8080006@pipex.net> Message-ID: <589c94400511030752y8eada40mdbae57d003574136@mail.gmail.com> On 11/3/05, Roy El-Hames wrote: > Hi Ruslan; > I am afraid the patch does not fix the problem, I applied the patch to > lib/RT.pm , cleared cache stoped then started apache , query builder > loaded a search , then tried to remove one of the show columns and bang > the error stack appeared ... that's bad. > again the system or reference is RT-3.4.4 apache 2, mod_perl 2, dbix > 1.33 , mysql 4.1.14 What version of the perl do you use? > please note that this error *does not show up* with dbix 1.27 , so I'll Too many changes between 1.27 and 1.33[1] to say something useful. [1] http://search.cpan.org/diff?from=DBIx-SearchBuilder-1.27&to=DBIx-SearchBuilder-1.33 > ask again .. ist a good idea to roll dbix back to 1.27 .. I do not want > to fix a problem and create another. Could you try version by version update from 1.27 to 1.33 to understand where exactly we have problem? > > Roy > > Ruslan Zakirov wrote: > > >Jim, Roy, Joby, Carole and other who have problems with > >"RT::Attribute::Name Unimplemented", please, try attached patch, I > >think it should help. > > > >Apply it to *lib/RT.pm* instead of lib/RT.pm.in if you're going to > >apply it on installed RT code. > >Patch is simple and you can even apply it with patch command. > > > >Don't forget to stop and start server. > > > >Please, report back about results. > > > >-- > >Best regards, Ruslan. > > > > > >------------------------------------------------------------------------ > > > >=== lib/RT.pm.in > >================================================================== > >--- lib/RT.pm.in (revision 1155) > >+++ lib/RT.pm.in (local) > >@@ -312,21 +334,30 @@ > > =cut > > > > sub InitClasses { > >- require RT::Tickets; > >- require RT::Transactions; > >- require RT::Users; > >+ require RT::ACL; > >+ require RT::Attachments; > >+ require RT::Attributes; > >+ require RT::CachedGroupMembers; > > require RT::CurrentUser; > >- require RT::Templates; > >+ require RT::CustomFields; > >+ require RT::CustomFieldValues; > >+ require RT::Date; > >+ require RT::EmailParser; > >+ require RT::GroupMembers; > >+ require RT::Groups; > >+ require RT::Handle; > >+ require RT::Links; > >+ require RT::ObjectCustomFields; > >+ require RT::ObjectCustomFieldValues; > >+ require RT::Principals; > > require RT::Queues; > > require RT::ScripActions; > > require RT::ScripConditions; > > require RT::Scrips; > >- require RT::Groups; > >- require RT::GroupMembers; > >- require RT::CustomFields; > >- require RT::CustomFieldValues; > >- require RT::ObjectCustomFields; > >- require RT::ObjectCustomFieldValues; > >+ require RT::Templates; > >+ require RT::Tickets; > >+ require RT::Transactions; > >+ require RT::Users; > > } > > > > # }}} > > > > > > > > > > > > > > > > -- Best regards, Ruslan. From rfh at pipex.net Thu Nov 3 11:01:44 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 03 Nov 2005 16:01:44 +0000 Subject: [rt-users] Re: [PATCH] RT::Attribute::Name workaround patch In-Reply-To: <589c94400511030752y8eada40mdbae57d003574136@mail.gmail.com> References: <589c94400511012227o492e60a5rc37020e2d7624ce7@mail.gmail.com> <436A23C0.8080006@pipex.net> <589c94400511030752y8eada40mdbae57d003574136@mail.gmail.com> Message-ID: <436A3468.8070504@pipex.net> Ruslan Zakirov wrote: >On 11/3/05, Roy El-Hames wrote: > > >>again the system or reference is RT-3.4.4 apache 2, mod_perl 2, dbix >>1.33 , mysql 4.1.14 >> >> >What version of the perl do you use? > > > v5.8.7 built for i686-linux >>please note that this error *does not show up* with dbix 1.27 , so I'll >> >> >Too many changes between 1.27 and 1.33[1] to say something useful. >[1] http://search.cpan.org/diff?from=DBIx-SearchBuilder-1.27&to=DBIx-SearchBuilder-1.33 > > > Yep , gone through them and nothing to indicate or hint that may cause a problem .. >>ask again .. ist a good idea to roll dbix back to 1.27 .. I do not want >>to fix a problem and create another. >> >> >Could you try version by version update from 1.27 to 1.33 to >understand where exactly we have problem? > > I had that in mind to do, I was hoping to avoid it .. Roy From rguerreiro at gmail.com Thu Nov 3 11:49:56 2005 From: rguerreiro at gmail.com (Rui Guerreiro) Date: Thu, 3 Nov 2005 16:49:56 +0000 Subject: [rt-users] Cannot initialize-database using rt-3.4.4 on FC4 Message-ID: Hello, I'm trying to install rt-3.4.4 on a Fedora Core 4 fresh install, all dependencies that where missing have been installed using "make fixdeps". Now when I try to initialize the database by running: "make initialize-database" ,i get the following error: /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password next at /usr/lib/perl5/site_perl/5.8.6/Locale/Maketext/Lexicon.pm line 427. make: *** [initialize-database] Error 2 Have anyone had this error before, any solution? Thanks, Rui -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Thu Nov 3 12:15:03 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 3 Nov 2005 20:15:03 +0300 Subject: [rt-users] Cannot initialize-database using rt-3.4.4 on FC4 In-Reply-To: References: Message-ID: <589c94400511030915l3b10b44dm22c74a8ee57ec47c@mail.gmail.com> It's not full error. On 11/3/05, Rui Guerreiro wrote: > Hello, > > I'm trying to install rt-3.4.4 on a Fedora Core 4 fresh install, all > dependencies that where missing have been installed using "make fixdeps". > Now when I try to initialize the database by running: "make > initialize-database" ,i get the following error: > > /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database > --action init --dba root --prompt-for-dba-password > next at > /usr/lib/perl5/site_perl/5.8.6/Locale/Maketext/Lexicon.pm > line 427. > make: *** [initialize-database] Error 2 > > Have anyone had this error before, any solution? > > Thanks, > Rui > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From andy at wildbrain.com Thu Nov 3 12:40:49 2005 From: andy at wildbrain.com (Andy Moran) Date: Thu, 03 Nov 2005 09:40:49 -0800 Subject: [rt-users] Sorting question Message-ID: <436A4BA1.2080805@wildbrain.com> On the main page, under RT2, the "X highest priority tickets I own..." seemed like it was sorted by priority and within that by id.. so everything that was priority 60 was listed in order of id. Under Rt3, it seems it seems that it is ordered randomly for tickets with the same priority. Is there anyway to achieve this in RT3? I know I have to edit the Elements/MyTickets, but I'm not sure how to make it double sort -- presumably first by id and then by priority. Any help would be greatly appreciated! --Andy From fmml at cedval.org Thu Nov 3 13:07:22 2005 From: fmml at cedval.org (Francois Meehan) Date: Thu, 3 Nov 2005 13:07:22 -0500 (EST) Subject: [rt-users] rt-crontool gone crazy... In-Reply-To: <20051103152329.GM15717@chaka.net> References: <10756.207.164.28.14.1131032170.squirrel@whoami7.cedval.org> <20051103152329.GM15717@chaka.net> Message-ID: <11262.207.164.28.14.1131041242.squirrel@whoami7.cedval.org> Hi all, Found the problem, tickets I was permorming my tests before had final priority set manualy to 99. The queue final priority was set to 0 and this is what new ticket are getting. So now I have to learn was is Jess-Dogg, our should I??? :-) Francois > Damn. I was hoping for an attached video staring Jess-Dogg. :( > From andy at wildbrain.com Thu Nov 3 14:36:17 2005 From: andy at wildbrain.com (Andy Moran) Date: Thu, 03 Nov 2005 11:36:17 -0800 Subject: [rt-users] rt-crontool gone crazy... In-Reply-To: <20051103152329.GM15717@chaka.net> References: <10756.207.164.28.14.1131032170.squirrel@whoami7.cedval.org> <20051103152329.GM15717@chaka.net> Message-ID: <436A66B1.3090200@wildbrain.com> Okay that made me laugh aloud. But I think the title of THAT video is "rt-crontools gone wild!" If Jesse stars in it, I'm fairly sure he doesn't use his real name. ;) --Andy Todd Chapman wrote: > Damn. I was hoping for an attached video staring Jess-Dogg. :( > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > From joby at u.washington.edu Thu Nov 3 14:37:56 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 03 Nov 2005 11:37:56 -0800 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: <20051102191026.GI896@chaka.net> References: <20051102191026.GI896@chaka.net> Message-ID: <436A6714.5090203@u.washington.edu> One more bug. The User Rights display doesn't work if the user does not have ShowConfigTab, because /Admin/autohandler aborts the page if the user doesn't have ShowConfigTab. If it is moved to say User/RightsMatrix it seems to work fine. Joby Walker ITI SSG, University of Washington Todd Chapman wrote: > RTx::RightsMatrix is on it's way to CPAN. > > See it live at: > http://rt.chaka.net/Admin/Tools/RightsMatrix/index.html?user=guest&pass=guest > > Changes: > > 0.02.04: > > * Going through Configuration menu no longer defaults to root. > * Fixed bug in setting title. > > 0.02.03: > > * All tests pass > * RTHOME honored for tests (thanks Howard Jones) > > previous: > > * Broken link fixed (thanks Ruslan) > * Logic bug fixed (thanks Todd) > * Two components were renamed > > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From SHersker at TNGUS.com Thu Nov 3 14:50:17 2005 From: SHersker at TNGUS.com (Hersker, Steve) Date: Thu, 3 Nov 2005 14:50:17 -0500 Subject: [rt-users] CC to watchers list. Any ideas? Message-ID: <7FED619E7720714C957E9CA14231C5269EDEDC@crn-mail02.tngus.com> What should the value of $RTAddressRegexp be set to? I'm new to RT, so please excuse my newbie-ness. My confusion stems from knowing what email address to put here - I have sendmail setup with several aliases for each queue. It's the email address of the queues that inbound mail would be addressed to (and thus potentially causing a loop)...how do I account for multiple email addresses? Or, am I completely missing something? Thanks! Steve -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Wednesday, November 02, 2005 10:28 AM To: Hermann Ronaldsson Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] CC to watchers list. Any ideas? On 11/2/05, Hermann Ronaldsson wrote: > Hello! > > I have a question regarding tickets being created through e-mail. > > If a user sent a message to support at ourcompany.com and also put a CC: to > various other addresses, how can i make these CC: addresses become part > of the watcher list? RT_Config.pm: # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine # Ticket 'Cc' watchers from the To and Cc lines of incoming messages # Be forewarned that if you have _any_ addresses which forward mail to # RT automatically and you enable this option without modifying # "RTAddressRegexp" below, you will get yourself into a heap of trouble. Set($ParseNewMessageForTicketCcs , undef); > > For some users it is annoying to get a "Permission Denied" from RT when > they have made an > "Reply to All" to a message that was CC:ed to them. > > We would of course want that reply to be logged in the ticket, yet we > would not want to permit > "Everyone" to do so. > > Greetings, > Hermann Ronaldsson > -- > Hermann Ronaldsson > hermann at ronaldsson.net > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From todd at chaka.net Thu Nov 3 14:32:30 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Nov 2005 14:32:30 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: <436A6714.5090203@u.washington.edu> References: <20051102191026.GI896@chaka.net> <436A6714.5090203@u.washington.edu> Message-ID: <20051103193230.GN15717@chaka.net> Darn. Looks like I need to do some reorganizing, or figure out a way to supress the autohandler... On Thu, Nov 03, 2005 at 11:37:56AM -0800, Joby Walker wrote: > One more bug. > > The User Rights display doesn't work if the user does not have > ShowConfigTab, because /Admin/autohandler aborts the page if the user > doesn't have ShowConfigTab. If it is moved to say User/RightsMatrix it > seems to work fine. > > Joby Walker > ITI SSG, University of Washington > > > Todd Chapman wrote: > > RTx::RightsMatrix is on it's way to CPAN. > > > > See it live at: > > http://rt.chaka.net/Admin/Tools/RightsMatrix/index.html?user=guest&pass=guest > > > > Changes: > > > > 0.02.04: > > > > * Going through Configuration menu no longer defaults to root. > > * Fixed bug in setting title. > > > > 0.02.03: > > > > * All tests pass > > * RTHOME honored for tests (thanks Howard Jones) > > > > previous: > > > > * Broken link fixed (thanks Ruslan) > > * Logic bug fixed (thanks Todd) > > * Two components were renamed > > > > > > -Todd > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com From SHersker at TNGUS.com Thu Nov 3 14:28:17 2005 From: SHersker at TNGUS.com (Hersker, Steve) Date: Thu, 3 Nov 2005 14:28:17 -0500 Subject: [rt-users] Import data from another ticketing system Message-ID: <7FED619E7720714C957E9CA14231C5269EDED9@crn-mail02.tngus.com> Hello, I'm very new to RT and am hoping to replace our existing commercial help desk ticketing software with RT. But, we've been using this other app for almost four years and have 20,000+ tickets in it....I'd hate to walk away from that history and am hoping to find a way to import it into RT. I'm thinking something very simple - just import the requestor, specify the queue and then the history of the ticket would be just one large comment in RT and mark the ticket as resolved. It would be nice to be able to preserve the date the ticket was originally created, but I think I'm already pushing my luck. I'm not worried about keeping the ticket #'s consistent - I don't care if the RT ticket # doesn't match the old system's ticket #. Has anyone done anything along these lines? I'm figuring that writing some Perl to handle the import is the way to go, but I don't know Perl at all, so it would be quite a learning curve. I'd appreciate any hints, tips, advice, warnings etc. Thanks! Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Thu Nov 3 15:01:29 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 03 Nov 2005 12:01:29 -0800 Subject: [rt-users] CC to watchers list. Any ideas? In-Reply-To: <7FED619E7720714C957E9CA14231C5269EDEDC@crn-mail02.tngus.com> References: <7FED619E7720714C957E9CA14231C5269EDEDC@crn-mail02.tngus.com> Message-ID: <436A6C99.9060300@u.washington.edu> $RTAddressRegexp is only needed for additional emailaliases that go into RT. For Example: an RT instance with only the General Queue. The email addresses for the General Queue are gen at example.com (reply) gen-cmt at example.com. You do not need worry about these addresses -- rt already accounts for them. But if you also have problems at example.com that is an alias for gen at rt.example.com, then you need to account for this in $RTAddressRegexp. In the simple case above "^problems\@example.com$" work work fine. But if wrong at notasite.org was also an alias then something like: "^(problems\@example.com)|(wrong\@notasite.org)$" should work as well. Or if the second address was "wrong at example.com" then "^(problems)|(wrong)\@example.com$" should work. Joby Walker ITI SSG, University of Washington Hersker, Steve wrote: > What should the value of $RTAddressRegexp be set to? I'm new to RT, so > please excuse my newbie-ness. My confusion stems from knowing what email > address to put here - I have sendmail setup with several aliases for each > queue. It's the email address of the queues that inbound mail would be > addressed to (and thus potentially causing a loop)...how do I account for > multiple email addresses? > > Or, am I completely missing something? > > Thanks! > Steve > > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Wednesday, November 02, 2005 10:28 AM > To: Hermann Ronaldsson > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] CC to watchers list. Any ideas? > > On 11/2/05, Hermann Ronaldsson wrote: > >>Hello! >> >>I have a question regarding tickets being created through e-mail. >> >>If a user sent a message to support at ourcompany.com and also put a CC: to >>various other addresses, how can i make these CC: addresses become part >>of the watcher list? > > RT_Config.pm: > > # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine > # Ticket 'Cc' watchers from the To and Cc lines of incoming messages > # Be forewarned that if you have _any_ addresses which forward mail to > # RT automatically and you enable this option without modifying > # "RTAddressRegexp" below, you will get yourself into a heap of trouble. > > Set($ParseNewMessageForTicketCcs , undef); > > >>For some users it is annoying to get a "Permission Denied" from RT when >>they have made an >>"Reply to All" to a message that was CC:ed to them. >> >>We would of course want that reply to be logged in the ticket, yet we >>would not want to permit >>"Everyone" to do so. >> >>Greetings, >>Hermann Ronaldsson >>-- >> Hermann Ronaldsson >> hermann at ronaldsson.net >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.bestpractical.com >> > > > > -- > Best regards, Ruslan. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From jra at baylink.com Thu Nov 3 15:01:57 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 3 Nov 2005 15:01:57 -0500 Subject: [rt-users] Sorting question In-Reply-To: <436A4BA1.2080805@wildbrain.com>; from Andy Moran on Thu, Nov 03, 2005 at 09:40:49AM -0800 References: <436A4BA1.2080805@wildbrain.com> Message-ID: <20051103150157.A23035@cgi.jachomes.com> On Thu, Nov 03, 2005 at 09:40:49AM -0800, Andy Moran wrote: > On the main page, under RT2, the "X highest priority tickets I own..." > seemed like it was sorted by priority and within that by id.. so > everything that was priority 60 was listed in order of id. Under Rt3, > it seems it seems that it is ordered randomly for tickets with the same > priority. > > Is there anyway to achieve this in RT3? I know I have to edit the > Elements/MyTickets, but I'm not sure how to make it double sort -- > presumably first by id and then by priority. The obvious solution (which I have not tested :-) would be to modify OrderBy => 'Priority', to OrderBy => 'Priority,Id', But that assumes both that I got the column name right, and that that particular bit of syntax devolves to the SQL query directly, neither of which point I'm sure on. Testing it here, though, suggests that the OrderBy interacts poorly with the Order argument; I get tickets in *ascending* priority, but then descending ticket ID. Something pretty close to this is the solution, though. Alas, I'm too much of a newbie to suggest precisely where you need to grovel to know exactly what to modify. 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 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From joby at u.washington.edu Thu Nov 3 15:09:55 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 03 Nov 2005 12:09:55 -0800 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: <20051103193230.GN15717@chaka.net> References: <20051102191026.GI896@chaka.net> <436A6714.5090203@u.washington.edu> <20051103193230.GN15717@chaka.net> Message-ID: <436A6E93.5090601@u.washington.edu> One more but (that may not be worth fixing). You can circumvent the checks on entering edit mode by just passing "?Edit=1" as a part of the URL. It looks like you can't do anything you normally wouldn't be able to, but it is possible to edit rights. Joby Walker ITI SSG, University of Washington Todd Chapman wrote: > Darn. Looks like I need to do some reorganizing, or figure > out a way to supress the autohandler... > > On Thu, Nov 03, 2005 at 11:37:56AM -0800, Joby Walker wrote: > >>One more bug. >> >>The User Rights display doesn't work if the user does not have >>ShowConfigTab, because /Admin/autohandler aborts the page if the user >>doesn't have ShowConfigTab. If it is moved to say User/RightsMatrix it >>seems to work fine. >> >>Joby Walker >>ITI SSG, University of Washington >> >> >>Todd Chapman wrote: >> >>>RTx::RightsMatrix is on it's way to CPAN. >>> >>>See it live at: >>>http://rt.chaka.net/Admin/Tools/RightsMatrix/index.html?user=guest&pass=guest >>> >>>Changes: >>> >>>0.02.04: >>> >>>* Going through Configuration menu no longer defaults to root. >>>* Fixed bug in setting title. >>> >>>0.02.03: >>> >>>* All tests pass >>>* RTHOME honored for tests (thanks Howard Jones) >>> >>>previous: >>> >>>* Broken link fixed (thanks Ruslan) >>>* Logic bug fixed (thanks Todd) >>>* Two components were renamed >>> >>> >>>-Todd >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>>Buy your copy of our new book, RT Essentials, today! >>> >>>Download a free sample chapter from http://rtbook.bestpractical.com From ruslan.zakirov at gmail.com Thu Nov 3 15:10:52 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 3 Nov 2005 23:10:52 +0300 Subject: [rt-users] CC to watchers list. Any ideas? In-Reply-To: <436A6C99.9060300@u.washington.edu> References: <7FED619E7720714C957E9CA14231C5269EDEDC@crn-mail02.tngus.com> <436A6C99.9060300@u.washington.edu> Message-ID: <589c94400511031210p2294fc20p7b19cacfa0ff35c8@mail.gmail.com> On 11/3/05, Joby Walker wrote: > $RTAddressRegexp is only needed for additional emailaliases that go into RT. > > For Example: an RT instance with only the General Queue. The email > addresses for the General Queue are gen at example.com (reply) > gen-cmt at example.com. You do not need worry about these addresses -- rt > already accounts for them. But if you also have problems at example.com > that is an alias for gen at rt.example.com, then you need to account for > this in $RTAddressRegexp. > > In the simple case above "^problems\@example.com$" work work fine. But > if wrong at notasite.org was also an alias then something like: > > "^(problems\@example.com)|(wrong\@notasite.org)$" this incorrect, should be: "^(problems\@example.com|wrong\@notasite.org)$" > > should work as well. > > Or if the second address was "wrong at example.com" then > > "^(problems)|(wrong)\@example.com$" should work. This is incorrect, should be /^(problems|wrong)\@example.com$/. Joby and other, *all* email addresses that are aliased to RT should be covered in this regular expression. > > Joby Walker > ITI SSG, University of Washington > > > Hersker, Steve wrote: > > What should the value of $RTAddressRegexp be set to? I'm new to RT, so > > please excuse my newbie-ness. My confusion stems from knowing what email > > address to put here - I have sendmail setup with several aliases for each > > queue. It's the email address of the queues that inbound mail would be > > addressed to (and thus potentially causing a loop)...how do I account for > > multiple email addresses? > > > > Or, am I completely missing something? > > > > Thanks! > > Steve > > > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: Wednesday, November 02, 2005 10:28 AM > > To: Hermann Ronaldsson > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] CC to watchers list. Any ideas? > > > > On 11/2/05, Hermann Ronaldsson wrote: > > > >>Hello! > >> > >>I have a question regarding tickets being created through e-mail. > >> > >>If a user sent a message to support at ourcompany.com and also put a CC: to > >>various other addresses, how can i make these CC: addresses become part > >>of the watcher list? > > > > RT_Config.pm: > > > > # If $ParseNewMessageForTicketCcs is true, RT will attempt to divine > > # Ticket 'Cc' watchers from the To and Cc lines of incoming messages > > # Be forewarned that if you have _any_ addresses which forward mail to > > # RT automatically and you enable this option without modifying > > # "RTAddressRegexp" below, you will get yourself into a heap of trouble. > > > > Set($ParseNewMessageForTicketCcs , undef); > > > > > >>For some users it is annoying to get a "Permission Denied" from RT when > >>they have made an > >>"Reply to All" to a message that was CC:ed to them. > >> > >>We would of course want that reply to be logged in the ticket, yet we > >>would not want to permit > >>"Everyone" to do so. > >> > >>Greetings, > >>Hermann Ronaldsson > >>-- > >> Hermann Ronaldsson > >> hermann at ronaldsson.net > >> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >> > >>Buy your copy of our new book, RT Essentials, today! > >> > >>Download a free sample chapter from http://rtbook.bestpractical.com > >> > > > > > > > > -- > > Best regards, Ruslan. > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.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 > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 3 15:14:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 3 Nov 2005 23:14:15 +0300 Subject: [rt-users] Sorting question In-Reply-To: <20051103150157.A23035@cgi.jachomes.com> References: <436A4BA1.2080805@wildbrain.com> <20051103150157.A23035@cgi.jachomes.com> Message-ID: <589c94400511031214s78a71231m77d77f2a62cabb6d@mail.gmail.com> On 11/3/05, Jay R. Ashworth wrote: > On Thu, Nov 03, 2005 at 09:40:49AM -0800, Andy Moran wrote: > > On the main page, under RT2, the "X highest priority tickets I own..." > > seemed like it was sorted by priority and within that by id.. so > > everything that was priority 60 was listed in order of id. Under Rt3, > > it seems it seems that it is ordered randomly for tickets with the same > > priority. > > > > Is there anyway to achieve this in RT3? I know I have to edit the > > Elements/MyTickets, but I'm not sure how to make it double sort -- > > presumably first by id and then by priority. > > The obvious solution (which I have not tested :-) would be to modify > > OrderBy => 'Priority', > > to > > OrderBy => 'Priority,Id', AFAIK: OrderBy => 'Priority|id' Order => 'DESC|ASC' > > But that assumes both that I got the column name right, and that that > particular bit of syntax devolves to the SQL query directly, neither of > which point I'm sure on. > > Testing it here, though, suggests that the OrderBy interacts poorly > with the Order argument; I get tickets in *ascending* priority, but > then descending ticket ID. > > Something pretty close to this is the solution, though. Alas, I'm too > much of a newbie to suggest precisely where you need to grovel to know > exactly what to modify. > > 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 > > "NPR has a lot in common with Nascar... we both turn to the left." > - Peter Sagal, on Wait Wait, Don't Tell Me! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From todd at chaka.net Thu Nov 3 15:08:30 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Nov 2005 15:08:30 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: <436A6E93.5090601@u.washington.edu> References: <20051102191026.GI896@chaka.net> <436A6714.5090203@u.washington.edu> <20051103193230.GN15717@chaka.net> <436A6E93.5090601@u.washington.edu> Message-ID: <20051103200830.GO15717@chaka.net> That's right, the user won't be able to do anything they don't already have permission to do. Not a problem as far as I'm concerned. On Thu, Nov 03, 2005 at 12:09:55PM -0800, Joby Walker wrote: > One more but (that may not be worth fixing). > > You can circumvent the checks on entering edit mode by just passing > "?Edit=1" as a part of the URL. It looks like you can't do anything you > normally wouldn't be able to, but it is possible to edit rights. > > Joby Walker > ITI SSG, University of Washington > > > Todd Chapman wrote: > > Darn. Looks like I need to do some reorganizing, or figure > > out a way to supress the autohandler... > > > > On Thu, Nov 03, 2005 at 11:37:56AM -0800, Joby Walker wrote: > > > >>One more bug. > >> > >>The User Rights display doesn't work if the user does not have > >>ShowConfigTab, because /Admin/autohandler aborts the page if the user > >>doesn't have ShowConfigTab. If it is moved to say User/RightsMatrix it > >>seems to work fine. > >> > >>Joby Walker > >>ITI SSG, University of Washington > >> > >> > >>Todd Chapman wrote: > >> > >>>RTx::RightsMatrix is on it's way to CPAN. > >>> > >>>See it live at: > >>>http://rt.chaka.net/Admin/Tools/RightsMatrix/index.html?user=guest&pass=guest > >>> > >>>Changes: > >>> > >>>0.02.04: > >>> > >>>* Going through Configuration menu no longer defaults to root. > >>>* Fixed bug in setting title. > >>> > >>>0.02.03: > >>> > >>>* All tests pass > >>>* RTHOME honored for tests (thanks Howard Jones) > >>> > >>>previous: > >>> > >>>* Broken link fixed (thanks Ruslan) > >>>* Logic bug fixed (thanks Todd) > >>>* Two components were renamed > >>> > >>> > >>>-Todd > >>>_______________________________________________ > >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> > >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >>> > >>>Buy your copy of our new book, RT Essentials, today! > >>> > >>>Download a free sample chapter from http://rtbook.bestpractical.com From todd at chaka.net Thu Nov 3 15:22:40 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 3 Nov 2005 15:22:40 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02.04 In-Reply-To: <436A6714.5090203@u.washington.edu> References: <20051102191026.GI896@chaka.net> <436A6714.5090203@u.washington.edu> Message-ID: <20051103202240.GP15717@chaka.net> On Thu, Nov 03, 2005 at 11:37:56AM -0800, Joby Walker wrote: > One more bug. > > The User Rights display doesn't work if the user does not have > ShowConfigTab, because /Admin/autohandler aborts the page if the user > doesn't have ShowConfigTab. If it is moved to say User/RightsMatrix it > seems to work fine. > > Joby Walker > ITI SSG, University of Washington > Bug fixed in next version. Add this component: html/Admin/Tools/RightsMatrix/autohandler with content: <%init> $m->call_next; <%flags> inherit=>'/autohandler' -Todd From marchenko at gmail.com Thu Nov 3 16:44:04 2005 From: marchenko at gmail.com (Vlad) Date: Thu, 3 Nov 2005 16:44:04 -0500 Subject: [rt-users] confirming ticket created via email before it's put in the queue Message-ID: Hello, is there any way (or maybe additional contrib patches available) to do some sort of validation of incoming email, before the ticket is actually created. Ideally, some sort of auto reply with randomly generated string that requestor need to click before ticket is submitted (or becomes open) to RT. -- Vlad From rtusers at memory.blank.org Thu Nov 3 18:51:42 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Thu, 3 Nov 2005 18:51:42 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02 In-Reply-To: <20051102175648.GD15717@chaka.net> References: <20051031165816.GT995@chaka.net> <20051102163817.GA45336@blank.org> <20051102175648.GD15717@chaka.net> Message-ID: <20051103235142.GK45336@blank.org> In the immortal words of Todd Chapman (todd at chaka.net): > Make test fails because the tests only will run against > the rt3regression database. You don't want my tests messing > with your production data, do you? Fair enough, but that is profoundly non-obvious to anyone attempting to install via CPAN. > Also, please always include the list. I don't give private support. A novel spelling of "thank you for not spamming the list with a long local problem report on the new package I just announced and asked for feedback on", but to each their own I suppose, and your preference is duly noted. -n ------------------------------------------------------------ I have seen the future of the net, and it's a pimply 14-year old boy shouting "ADD ME TO THE LIST!!!!11!!!" Forever. ---------------------------------------------------- From ruslan.zakirov at gmail.com Thu Nov 3 19:17:42 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 4 Nov 2005 03:17:42 +0300 Subject: [rt-users] confirming ticket created via email before it's put in the queue In-Reply-To: References: Message-ID: <589c94400511031617s4a53665aq885252896e46bd84@mail.gmail.com> I think you can use external MTA extensions. On 11/4/05, Vlad wrote: > Hello, > > is there any way (or maybe additional contrib patches available) to do > some sort of validation of incoming email, before the ticket is > actually created. > > Ideally, some sort of auto reply with randomly generated string that > requestor need to click before ticket is submitted (or becomes open) > to RT. > > -- > Vlad > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From marchenko at gmail.com Thu Nov 3 20:09:35 2005 From: marchenko at gmail.com (Vlad) Date: Thu, 3 Nov 2005 20:09:35 -0500 Subject: [rt-users] confirming ticket created via email before it's put in the queue In-Reply-To: <589c94400511031617s4a53665aq885252896e46bd84@mail.gmail.com> References: <589c94400511031617s4a53665aq885252896e46bd84@mail.gmail.com> Message-ID: thanks. anything in particular you can suggest? > I think you can use external MTA extensions. > > > is there any way (or maybe additional contrib patches available) to do > > some sort of validation of incoming email, before the ticket is > > actually created. > > > > Ideally, some sort of auto reply with randomly generated string that > > requestor need to click before ticket is submitted (or becomes open) > > to RT. -- Vlad From ruslan.zakirov at gmail.com Thu Nov 3 20:39:38 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 4 Nov 2005 04:39:38 +0300 Subject: [rt-users] confirming ticket created via email before it's put in the queue In-Reply-To: References: <589c94400511031617s4a53665aq885252896e46bd84@mail.gmail.com> Message-ID: <589c94400511031739h3734cefcq1b49c28d04b2c60e@mail.gmail.com> http://www.google.com/search?q=sendmail+confirmation+plugins http://directory.fsf.org/email/spam/sendmailconf.html I didn't use it, but anyway I think almost all MTAs has such plugin. To use it more effective you have to write simple script that chacks if user allready exist in RT database, or may be this plugins could manage own whitelists. On 11/4/05, Vlad wrote: > thanks. anything in particular you can suggest? > > > I think you can use external MTA extensions. > > > > > is there any way (or maybe additional contrib patches available) to do > > > some sort of validation of incoming email, before the ticket is > > > actually created. > > > > > > Ideally, some sort of auto reply with randomly generated string that > > > requestor need to click before ticket is submitted (or becomes open) > > > to RT. > > -- > Vlad > -- Best regards, Ruslan. From dmbeethe at fedex.com Thu Nov 3 12:14:20 2005 From: dmbeethe at fedex.com (Don Beethe) Date: Thu, 3 Nov 2005 11:14:20 -0600 Subject: [rt-users] LDAP with numeric id's Message-ID: We use employee number as the LDAP uid... Has anyone modified this to handle this condition? What I need to do is if username is alpha, then use the internal authentication, if the username is numeric, then use LDAP. Thanks From yusy at clusterfs.com Fri Nov 4 02:52:42 2005 From: yusy at clusterfs.com (Yu Suyuan) Date: Fri, 04 Nov 2005 15:52:42 +0800 Subject: [rt-users] where can I found "dictionary" in RT 3.5.5? Message-ID: <436B134A.9020502@clusterfs.com> Hello, I am new to RT, and study its usage these days, and I want to add two custom fields, e.g. field1, field2, and make each field1 include a set of field2, how can I do that? I heard of "dictionary" in RT3.5.5 can meet my requirement, but no found it in 3.5.5, where is it? Thank you very much for your hints and advice Yu Suyuan From rguerreiro at gmail.com Fri Nov 4 05:09:54 2005 From: rguerreiro at gmail.com (Rui Guerreiro) Date: Fri, 4 Nov 2005 10:09:54 +0000 Subject: [rt-users] Cannot initialize-database using rt-3.4.4 on FC4 In-Reply-To: <589c94400511030915l3b10b44dm22c74a8ee57ec47c@mail.gmail.com> References: <589c94400511030915l3b10b44dm22c74a8ee57ec47c@mail.gmail.com> Message-ID: Hi, i don't understand what you mean by: it's not full error. After some light debuging i discovered that the error ocuros when the "rt-setup-database" script (that is called by the "make initialize-database" calls "RT::LoadConfig()" to load the configuration of RT. I already tried to pass the dba-password through command line using: /usr/bin/perl /usr/sbin/rt-setup-database --action init --dba user --dbapassword userpass but it still doesn't work. Is there any ohter way to load the configuration, or any other way to initialize the database, even if it is manually? Thanks, Rui On 11/3/05, Ruslan Zakirov wrote: > > It's not full error. > > On 11/3/05, Rui Guerreiro wrote: > > Hello, > > > > I'm trying to install rt-3.4.4 on a Fedora Core 4 fresh install, all > > dependencies that where missing have been installed using "make > fixdeps". > > Now when I try to initialize the database by running: "make > > initialize-database" ,i get the following error: > > > > /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database > > --action init --dba root --prompt-for-dba-password > > next at > > /usr/lib/perl5/site_perl/5.8.6/Locale/Maketext/Lexicon.pm > > line 427. > > make: *** [initialize-database] Error 2 > > > > Have anyone had this error before, any solution? > > > > Thanks, > > Rui > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from > > http://rtbook.bestpractical.com > > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From mpickard at visitlondon.com Fri Nov 4 06:19:14 2005 From: mpickard at visitlondon.com (Michael Pickard) Date: Fri, 4 Nov 2005 11:19:14 -0000 Subject: [rt-users] emailRelay and RT (Windows) Message-ID: I have successfully installed RT on a W2K box and have managed to get to the stage where tickets can be created via email (using the supplied fetchmail). However, I don't seem to be getting very far with email replies and sending emails from RT. As it stands .content and .envelope files are being created in \Request Tracker\Common\emailrelay\spool but they are not being forwarded to our mail server (on a different box). I am unable to obtain any log messages when I flush - flush returns 'OK' and touches each .envelope and .content file, but doesn't appear to do anything else. In essence then, I have two queries: Flush, or 'poke' function of emailrelay seems not to be working correctly, how can I get some meaningful error logs which might explain why ? Is it possible to avoid using emailrelay, and simply have RT forward to our mailserver ? If so, what do I need to do ? rt.log reveals the following (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:269) [Fri Nov 4 11:15:15 2005] [debug]: We actually finished scrip 4 for transaction 598 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Scrip_Overlay.pm:372) [Fri Nov 4 11:15:15 2005] [debug]: Now applying scrip 5 for transaction 598 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Scrip_Overlay.pm:345) [Fri Nov 4 11:15:15 2005] [debug]: Now preparing scrip 5 for transaction 598 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Scrip_Overlay.pm:358) [Fri Nov 4 11:15:16 2005] [debug]: Now commiting scrip 5 for transaction 598 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Scrip_Overlay.pm:365) [Fri Nov 4 11:15:16 2005] [info]: #123/598 - Scrip 5 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:92) [Fri Nov 4 11:15:28 2005] [debug]: Now applying scrip 6 for transaction 598 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Scrip_Overlay.pm:345) [Fri Nov 4 11:15:29 2005] [debug]: Now preparing scrip 6 for transaction 598 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Scrip_Overlay.pm:358) [Fri Nov 4 11:15:32 2005] [debug]: Now commiting scrip 6 for transaction 598 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Scrip_Overlay.pm:365) [Fri Nov 4 11:15:32 2005] [info]: #123/598 - Scrip 6 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Action/SendEmail.pm:92) [Fri Nov 4 11:15:33 2005] [info]: No recipients found. Not sending. I am using RT 3.0.12 Michael Pickard Software Engineer Visit London 6th Floor, 2 More London Riverside, London, SE1 2RR Tel: +44 (0)20 7234 5857 Fax: +44 (0)20 7234 5751 www.visitlondon.com The Olympic and Paralympic Games - the greatest sporting prize. Thank you London, thank you UK. Visit London is the official visitor organisation for London. Visit London is partly funded by Partnership, the Mayor's London Development Agency and the Association of London Government. The information contained in this e-mail is confidential and intended for the named recipient(s) only. If you have received it in error, please notify the sender immediately and then delete the message. If you are not the intended recipient, you must not use, disclose, copy or distribute this email. The views expressed in this e-mail are those of the individual and not of Visit London. We reserve the right to read and monitor any email or attachment entering or leaving our systems without prior notice. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri Nov 4 07:26:25 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 4 Nov 2005 15:26:25 +0300 Subject: [rt-users] Cannot initialize-database using rt-3.4.4 on FC4 In-Reply-To: References: <589c94400511030915l3b10b44dm22c74a8ee57ec47c@mail.gmail.com> Message-ID: <589c94400511040426k4b87a80cy46543b3be91320a@mail.gmail.com> On 11/4/05, Rui Guerreiro wrote: > Hi, i don't understand what you mean by: it's not full error. Message you sent doesn't contain error and is useless because you didn't copy&paste full text. > After some light debuging i discovered that the error ocuros when the > "rt-setup-database" script (that is called by the "make initialize-database" > calls "RT::LoadConfig()" to load the configuration of RT. I already tried to > pass the dba-password through command line using: > /usr/bin/perl /usr/sbin/rt-setup-database --action init --dba user > --dbapassword userpass make initialize-database ask for dba password, don't it? > but it still doesn't work. Is there any ohter way to load the configuration, "doesn't work" is useless info. We need RT version, database type and error message. > or any other way to initialize the database, even if it is manually? > > Thanks, > Rui > > > > On 11/3/05, Ruslan Zakirov wrote: > > It's not full error. > > > > On 11/3/05, Rui Guerreiro wrote: > > > Hello, > > > > > > I'm trying to install rt-3.4.4 on a Fedora Core 4 fresh install, all > > > dependencies that where missing have been installed using "make > fixdeps". > > > Now when I try to initialize the database by running: "make > > > initialize-database" ,i get the following error: > > > > > > /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database > > > --action init --dba root --prompt-for-dba-password > > > next at > > > > /usr/lib/perl5/site_perl/5.8.6/Locale/Maketext/Lexicon.pm > > > line 427. > > > make: *** [initialize-database] Error 2 > > > > > > Have anyone had this error before, any solution? > > > > > > Thanks, > > > Rui > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > Download a free sample chapter from > > > http://rtbook.bestpractical.com > > > > > > > > > > > > -- > > Best regards, Ruslan. > > > > -- Best regards, Ruslan. From SHersker at TNGUS.com Fri Nov 4 09:37:21 2005 From: SHersker at TNGUS.com (Hersker, Steve) Date: Fri, 4 Nov 2005 09:37:21 -0500 Subject: [rt-users] Reports Message-ID: <7FED619E7720714C957E9CA14231C5269EDEE5@crn-mail02.tngus.com> Against my will and better judgment, I have to run weekly reports for management to review (for regulatory compliance). A list of all open & new tickets (with details and complete ticket history for each) and all tickets closed the previous week (again with details and history) are two examples. Before I can put RT in production, I have to find a way to generate these reports. Has anyone done anything similar? If anyone just has the generic SQL statement(s) that puts together the ticket, transactions and attachments, I'd appreciate it. Thanks Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Nov 4 10:32:50 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 4 Nov 2005 10:32:50 -0500 Subject: [rt-users] where can I found "dictionary" in RT 3.5.5? In-Reply-To: <436B134A.9020502@clusterfs.com> References: <436B134A.9020502@clusterfs.com> Message-ID: <20051104153250.GZ15717@chaka.net> On Fri, Nov 04, 2005 at 03:52:42PM +0800, Yu Suyuan wrote: > Hello, > > I am new to RT, and study its usage these days, and I want to add two > custom fields, e.g. field1, field2, and make each field1 include a set > of field2, how can I do that? I heard of "dictionary" in RT3.5.5 can > meet my requirement, but no found it in 3.5.5, where is it? > > Thank you very much for your hints and advice > Yu Suyuan Your question is not clear. Can you provide a reference to this "dictionary" that you have heard about? I have never heard of it. -Todd From todd at chaka.net Fri Nov 4 10:39:23 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 4 Nov 2005 10:39:23 -0500 Subject: [rt-users] Reports In-Reply-To: <7FED619E7720714C957E9CA14231C5269EDEE5@crn-mail02.tngus.com> References: <7FED619E7720714C957E9CA14231C5269EDEE5@crn-mail02.tngus.com> Message-ID: <20051104153923.GA15717@chaka.net> On Fri, Nov 04, 2005 at 09:37:21AM -0500, Hersker, Steve wrote: > Against my will and better judgment, I have to run weekly reports for > management to review (for regulatory compliance). A list of all open & new > tickets (with details and complete ticket history for each) and all tickets > closed the previous week (again with details and history) are two examples. > > > > Before I can put RT in production, I have to find a way to generate these > reports. Has anyone done anything similar? If anyone just has the generic > SQL statement(s) that puts together the ticket, transactions and > attachments, I'd appreciate it. > That sounds unpleasant. You should never try to access RT data by going to the database directly. The perl API is the preferred method. One option you might want to consider is writing a program that can drive a web browser to run the queries and print each ticket. It would look nicer than text reports, and you wouldn't have to worry about the Perl API. Just a thought. -Todd From bobg at uic.edu Fri Nov 4 11:19:39 2005 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 04 Nov 2005 10:19:39 -0600 Subject: [rt-users] Reports In-Reply-To: Your message of "Fri, 04 Nov 2005 10:39:23 EST." <20051104153923.GA15717@chaka.net> Message-ID: <200511041619.jA4GJd7n002779@remora.cc.uic.edu> >On Fri, Nov 04, 2005 at 09:37:21AM -0500, Hersker, Steve wrote: >> Against my will and better judgment, I have to run weekly reports for >> management to review (for regulatory compliance). A list of all open & new >> tickets (with details and complete ticket history for each) and all tickets >> closed the previous week (again with details and history) are two examples. >> >> >> >> Before I can put RT in production, I have to find a way to generate these >> reports. Has anyone done anything similar? If anyone just has the generic >> SQL statement(s) that puts together the ticket, transactions and >> attachments, I'd appreciate it. >> > >That sounds unpleasant. > >You should never try to access RT data by going to the database >directly. The perl API is the preferred method. > >One option you might want to consider is writing a program that >can drive a web browser to run the queries and print each ticket. >It would look nicer than text reports, and you wouldn't have to >worry about the Perl API. Just a thought. > I had a similar issue, and wound up using direct SQL. I wanted to find all open tickets in a few selected queues, where the requestor was the last to correspond, and in which that correspondance was more than 2 days ago. (E.g. we're ignoring the client, so I need to rap some knuckles.) I thought, go to the query builder, have it tell me the correct TicketSQL, then use that with the CLI in a cron job. But I was just unable to figure out the TicketSQL for this. I would never update the db without using the perl API. But it seems to me that using direct SQL for reports is fairly benign, no? Yes, the reports can fail if an upgrade changes the schema in a backward non-compatible way, or can become ineffecient if there are new ways to do things. But overall, this is a reasonable risk, is it not? bobg From ben.robson at classicblue.com.au Fri Nov 4 11:19:49 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Sat, 5 Nov 2005 03:19:49 +1100 Subject: [rt-users] Reports Message-ID: One thing that has been done very successfully for an RT implementation I have done in the past, is reports generated via MS Access. I know, I know... the dark one cometh.... The scenario was essentially similar for me, but I was -very- disinterested in making reports happen. Especially for management who were very pro Microsoft. The answer we chose was that a Read-Only account was set up in the MySQL database, and then the managers in question could query the DB using their Microsoft Access clients. This worked very well, because it allowed them to fully view what was going on in the ticket management system, without them having any ability to modify anything. They could then use all of the gooey goodness (*pukes*) in MS Access to generate their Crayola Compliant management reports. The thing that was the biggest pain, was deciphering the schema of the database for RT. We found an old schema diagram, but even then we had to essentially decode it from scratch. (Here's a suggestion for you Jesse. It would be extremely useful at times to have a full Entity-Relation Model data diagram showing the RT schema and its relationships. As I said there is an older diagram floating around, but its a long way from an ER model). Regards, BenR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Todd Chapman Sent: Sat 11/5/2005 2:39 AM To: Hersker, Steve Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Reports On Fri, Nov 04, 2005 at 09:37:21AM -0500, Hersker, Steve wrote: > Against my will and better judgment, I have to run weekly reports for > management to review (for regulatory compliance). A list of all open & new > tickets (with details and complete ticket history for each) and all tickets > closed the previous week (again with details and history) are two examples. > > > > Before I can put RT in production, I have to find a way to generate these > reports. Has anyone done anything similar? If anyone just has the generic > SQL statement(s) that puts together the ticket, transactions and > attachments, I'd appreciate it. > That sounds unpleasant. You should never try to access RT data by going to the database directly. The perl API is the preferred method. One option you might want to consider is writing a program that can drive a web browser to run the queries and print each ticket. It would look nicer than text reports, and you wouldn't have to worry about the Perl API. Just a thought. -Todd _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From tob at brummix.de Fri Nov 4 11:34:34 2005 From: tob at brummix.de (Torsten Brumm) Date: Fri, 04 Nov 2005 17:34:34 +0100 Subject: [rt-users] Reports In-Reply-To: <7FED619E7720714C957E9CA14231C5269EDEE5@crn-mail02.tngus.com> References: <7FED619E7720714C957E9CA14231C5269EDEE5@crn-mail02.tngus.com> Message-ID: <436B8D9A.5030008@brummix.de> Hi Steve, the simpliest method is to define a custom search for a specific queue within RT with all the Fields you need. Save this search for later usage! If you do the search, the view you will get gives you at the bottom a link called (spreadsheet) which will open the result within Excel. This is only a very simple way but i think it will work for your needs. Another way i can explain to you if you need more detailed reports. I have created during the last weeks a connectivity between the RT database and Business Objects to create much more better results - but this makes only sense if you have a Business Objects license. Torsten Hersker, Steve schrieb: > Against my will and better judgment, I have to run weekly reports for > management to review (for regulatory compliance). A list of all open & > new tickets (with details and complete ticket history for each) and > all tickets closed the previous week (again with details and history) > are two examples. > > Before I can put RT in production, I have to find a way to generate > these reports. Has anyone done anything similar? If anyone just has > the generic SQL statement(s) that puts together the ticket, > transactions and attachments, I?d appreciate it. > > 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 > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > From todd at chaka.net Fri Nov 4 12:33:16 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 4 Nov 2005 12:33:16 -0500 Subject: [rt-users] Reports In-Reply-To: References: Message-ID: <20051104173316.GC15717@chaka.net> On Sat, Nov 05, 2005 at 03:19:49AM +1100, Ben Robson wrote: > One thing that has been done very successfully for an RT implementation I have done in the past, is reports generated via MS Access. > > I know, I know... the dark one cometh.... > > The scenario was essentially similar for me, but I was -very- disinterested in making reports happen. Especially for management who were very pro Microsoft. The answer we chose was that a Read-Only account was set up in the MySQL database, and then the managers in question could query the DB using their Microsoft Access clients. > > This worked very well, because it allowed them to fully view what was going on in the ticket management system, without them having any ability to modify anything. They could then use all of the gooey goodness (*pukes*) in MS Access to generate their Crayola Compliant management reports. > > The thing that was the biggest pain, was deciphering the schema of the database for RT. We found an old schema diagram, but even then we had to essentially decode it from scratch. (Here's a suggestion for you Jesse. It would be extremely useful at times to have a full Entity-Relation Model data diagram showing the RT schema and its relationships. As I said there is an older diagram floating around, but its a long way from an ER model). > > Regards, > BenR > I never give anyone direct access (even read-only) because there is no enforcement of ACLs. From todd at chaka.net Fri Nov 4 12:32:30 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 4 Nov 2005 12:32:30 -0500 Subject: [rt-users] Reports In-Reply-To: <200511041619.jA4GJd7n002779@remora.cc.uic.edu> References: <20051104153923.GA15717@chaka.net> <200511041619.jA4GJd7n002779@remora.cc.uic.edu> Message-ID: <20051104173230.GB15717@chaka.net> On Fri, Nov 04, 2005 at 10:19:39AM -0600, Bob Goldstein wrote: > > I had a similar issue, and wound up using direct SQL. > I wanted to find all open tickets in a few selected queues, > where the requestor was the last to correspond, and in which > that correspondance was more than 2 days ago. (E.g. we're > ignoring the client, so I need to rap some knuckles.) > > I thought, go to the query builder, have it tell me the > correct TicketSQL, then use that with the CLI in a cron job. > But I was just unable to figure out the TicketSQL for this. > > I would never update the db without using the perl API. > But it seems to me that using direct SQL for reports > is fairly benign, no? Yes, the reports can fail if an > upgrade changes the schema in a backward non-compatible > way, or can become ineffecient if there are new > ways to do things. But overall, this is a reasonable > risk, is it not? > > bobg As long as you also want to risk having to redo your reports if a future RT version has a schema change. From todd at chaka.net Fri Nov 4 12:40:03 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 4 Nov 2005 12:40:03 -0500 Subject: [rt-users] RTx::RightsMatrix 0.02.05 You no longer have to fight for the right... Message-ID: <20051104174003.GV896@chaka.net> RTx::RightsMatrix 0.02.05 is on it's way to CPAN. The most important change is that a bug in the last version required a user to have right ShowConfigTab to access My Rights. Changes: 0.02.05: * Fixed user needing ShowConfigTab to access My Rights 0.02.04: * Going through Configuration menu no longer defaults to root. * Fixed bug in setting title. 0.02.03: * All tests pass * RTHOME honored for tests (thanks Howard Jones) previous: * Broken link fixed (thanks Ruslan) * Logic bug fixed (thanks Todd) * Two components were renamed -Todd From bulb at ucw.cz Fri Nov 4 13:03:48 2005 From: bulb at ucw.cz (Jan Hudec) Date: Fri, 4 Nov 2005 19:03:48 +0100 Subject: [rt-users] Reports In-Reply-To: <436B8D9A.5030008@brummix.de> References: <7FED619E7720714C957E9CA14231C5269EDEE5@crn-mail02.tngus.com> <436B8D9A.5030008@brummix.de> Message-ID: <20051104180348.GA5871@efreet.light.src> On Fri, Nov 04, 2005 at 17:34:34 +0100, Torsten Brumm wrote: > Hi Steve, > > the simpliest method is to define a custom search for a specific queue > within RT with all the Fields you need. Save this search for later > usage! If you do the search, the view you will get gives you at the > bottom a link called (spreadsheet) which will open the result within > Excel. This is only a very simple way but i think it will work for your > needs. > > Another way i can explain to you if you need more detailed reports. I > have created during the last weeks a connectivity between the RT > database and Business Objects to create much more better results - but > this makes only sense if you have a Business Objects license. There would be a middle way -- take the template for search results and instead of the lines pull in the templates, or parts of them, of ticket details page. Then build a query for the relevant tickets and they can be shown with the details you need. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From rguerreiro at gmail.com Fri Nov 4 13:28:42 2005 From: rguerreiro at gmail.com (Rui Guerreiro) Date: Fri, 4 Nov 2005 18:28:42 +0000 Subject: [rt-users] Cannot initialize-database using rt-3.4.4 on FC4 In-Reply-To: <589c94400511040426k4b87a80cy46543b3be91320a@mail.gmail.com> References: <589c94400511030915l3b10b44dm22c74a8ee57ec47c@mail.gmail.com> <589c94400511040426k4b87a80cy46543b3be91320a@mail.gmail.com> Message-ID: Hi, the RT version is 3.4.4, the database is MySql 4.1.11, and the only output i get when i run "make initialize-database" is: /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password next at /usr/lib/perl5/site_perl/5.8.6/Locale/Maketext/Lexicon.pm line 427. Check point1 make: *** [initialize-database] Error 2 and i don't even get asked for a password. I think this happens during the configuration loading by the script even before the connection is attempted to the database. Thanks, Rui On 11/4/05, Ruslan Zakirov wrote: > > On 11/4/05, Rui Guerreiro wrote: > > Hi, i don't understand what you mean by: it's not full error. > Message you sent doesn't contain error and is useless because you > didn't copy&paste full text. > > > After some light debuging i discovered that the error ocuros when the > > "rt-setup-database" script (that is called by the "make > initialize-database" > > calls "RT::LoadConfig()" to load the configuration of RT. I already > tried to > > pass the dba-password through command line using: > > /usr/bin/perl /usr/sbin/rt-setup-database --action init --dba user > > --dbapassword userpass > make initialize-database ask for dba password, don't it? > > > but it still doesn't work. Is there any ohter way to load the > configuration, > "doesn't work" is useless info. We need RT version, database type and > error message. > > > or any other way to initialize the database, even if it is manually? > > > > Thanks, > > Rui > > > > > > > > On 11/3/05, Ruslan Zakirov wrote: > > > It's not full error. > > > > > > On 11/3/05, Rui Guerreiro wrote: > > > > Hello, > > > > > > > > I'm trying to install rt-3.4.4 on a Fedora Core 4 fresh install, all > > > > dependencies that where missing have been installed using "make > > fixdeps". > > > > Now when I try to initialize the database by running: "make > > > > initialize-database" ,i get the following error: > > > > > > > > /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database > > > > --action init --dba root --prompt-for-dba-password > > > > next at > > > > > > /usr/lib/perl5/site_perl/5.8.6/Locale/Maketext/Lexicon.pm > > > > line 427. > > > > make: *** [initialize-database] Error 2 > > > > > > > > Have anyone had this error before, any solution? > > > > > > > > Thanks, > > > > Rui > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > > > Download a free sample chapter from > > > > http://rtbook.bestpractical.com > > > > > > > > > > > > > > > > > -- > > > Best regards, Ruslan. > > > > > > > > > > -- > Best regards, Ruslan. > -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Fri Nov 4 13:34:45 2005 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 04 Nov 2005 18:34:45 +0000 Subject: [rt-users] Re: [PATCH] RT::Attribute::Name workaround patch In-Reply-To: <589c94400511030752y8eada40mdbae57d003574136@mail.gmail.com> References: <589c94400511012227o492e60a5rc37020e2d7624ce7@mail.gmail.com> <436A23C0.8080006@pipex.net> <589c94400511030752y8eada40mdbae57d003574136@mail.gmail.com> Message-ID: <436BA9C5.1090004@pipex.net> I *think* we cracked it, this error only appear with version2 >= 1.32 of DBix (have not tried 1.35), the offending line is : $field = $self->_Accessible($field, "column") while $self->_Accessible($field, "column"); within sub __Value , comment the line out and everything works .. Ruslan and Co, are we on the right track or will removing this line break other things Roy Ruslan Zakirov wrote: >On 11/3/05, Roy El-Hames wrote: > > >>Hi Ruslan; >>I am afraid the patch does not fix the problem, I applied the patch to >>lib/RT.pm , cleared cache stoped then started apache , query builder >>loaded a search , then tried to remove one of the show columns and bang >>the error stack appeared ... >> >> >that's bad. > > > >>again the system or reference is RT-3.4.4 apache 2, mod_perl 2, dbix >>1.33 , mysql 4.1.14 >> >> >What version of the perl do you use? > > > >>please note that this error *does not show up* with dbix 1.27 , so I'll >> >> >Too many changes between 1.27 and 1.33[1] to say something useful. >[1] http://search.cpan.org/diff?from=DBIx-SearchBuilder-1.27&to=DBIx-SearchBuilder-1.33 > > > >>ask again .. ist a good idea to roll dbix back to 1.27 .. I do not want >>to fix a problem and create another. >> >> >Could you try version by version update from 1.27 to 1.33 to >understand where exactly we have problem? > > > >>Roy >> >>Ruslan Zakirov wrote: >> >> >> >>>Jim, Roy, Joby, Carole and other who have problems with >>>"RT::Attribute::Name Unimplemented", please, try attached patch, I >>>think it should help. >>> >>>Apply it to *lib/RT.pm* instead of lib/RT.pm.in if you're going to >>>apply it on installed RT code. >>>Patch is simple and you can even apply it with patch command. >>> >>>Don't forget to stop and start server. >>> >>>Please, report back about results. >>> >>>-- >>>Best regards, Ruslan. >>> >>> >>>------------------------------------------------------------------------ >>> >>>=== lib/RT.pm.in >>>================================================================== >>>--- lib/RT.pm.in (revision 1155) >>>+++ lib/RT.pm.in (local) >>>@@ -312,21 +334,30 @@ >>>=cut >>> >>>sub InitClasses { >>>- require RT::Tickets; >>>- require RT::Transactions; >>>- require RT::Users; >>>+ require RT::ACL; >>>+ require RT::Attachments; >>>+ require RT::Attributes; >>>+ require RT::CachedGroupMembers; >>> require RT::CurrentUser; >>>- require RT::Templates; >>>+ require RT::CustomFields; >>>+ require RT::CustomFieldValues; >>>+ require RT::Date; >>>+ require RT::EmailParser; >>>+ require RT::GroupMembers; >>>+ require RT::Groups; >>>+ require RT::Handle; >>>+ require RT::Links; >>>+ require RT::ObjectCustomFields; >>>+ require RT::ObjectCustomFieldValues; >>>+ require RT::Principals; >>> require RT::Queues; >>> require RT::ScripActions; >>> require RT::ScripConditions; >>> require RT::Scrips; >>>- require RT::Groups; >>>- require RT::GroupMembers; >>>- require RT::CustomFields; >>>- require RT::CustomFieldValues; >>>- require RT::ObjectCustomFields; >>>- require RT::ObjectCustomFieldValues; >>>+ require RT::Templates; >>>+ require RT::Tickets; >>>+ require RT::Transactions; >>>+ require RT::Users; >>>} >>> >>># }}} >>> >>> >>> >>> >>> >>> >>> >>> >>> >> >> > > >-- >Best regards, Ruslan. > > > From vicki at stanfield.net Fri Nov 4 13:10:44 2005 From: vicki at stanfield.net (Vicki Stanfield) Date: Fri, 4 Nov 2005 18:10:44 -0000 (GMT) Subject: [rt-users] Setting up apache for a system with a dynamic IP Message-ID: <41889.40.0.40.10.1131127844.squirrel@40.0.40.10> rt-3.4.4 The modperl example of apache config from the README file in RT3.4.4 shows this: ServerName your.rt.server.hostname DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason The system I am installing on has a dynamic IP. Can I use a hostname in the VirtualHost line as in the FastCGI example even though I am not using FastCGI? # Pass through requests to display images Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ What should the stanza look like in that case? Thanks, Vicki From jra at baylink.com Fri Nov 4 14:26:55 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 4 Nov 2005 14:26:55 -0500 Subject: [rt-users] Sorting question In-Reply-To: <589c94400511031214s78a71231m77d77f2a62cabb6d@mail.gmail.com>; from Ruslan Zakirov on Thu, Nov 03, 2005 at 11:14:15PM +0300 References: <436A4BA1.2080805@wildbrain.com> <20051103150157.A23035@cgi.jachomes.com> <589c94400511031214s78a71231m77d77f2a62cabb6d@mail.gmail.com> Message-ID: <20051104142655.F16601@cgi.jachomes.com> On Thu, Nov 03, 2005 at 11:14:15PM +0300, Ruslan Zakirov wrote: > > The obvious solution (which I have not tested :-) would be to modify > > > > OrderBy => 'Priority', > > > > to > > > > OrderBy => 'Priority,Id', > > AFAIK: > OrderBy => 'Priority|id' > Order => 'DESC|ASC' Ok; I thought something like that might work, but I didn't go that far into testing it. Thanks. The | instead of comma thing has to do with the API in use there? 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 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From sterickson at gmail.com Fri Nov 4 14:50:28 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Fri, 4 Nov 2005 14:50:28 -0500 Subject: [rt-users] RTFM ACL woes. Message-ID: <92da24e00511041150s15a8e12bu59a4d4750fe233da@mail.gmail.com> I installed RTFM, without a hitch. I'm able to create articles, too. However, I cannot seem to come up with the correct incantation of ACLs that would allow my unprivileged users to see an RTFM menu item when they log in, so that they can search for articles. I've tried first, for the class, then globally, giving both 'Everyone' & 'Unprivileged' the following ACLs, but it didn't seem to help: SeeClass ShowArticle ShowCustomField What am I doing wrong? TIA. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Nov 4 15:35:00 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: 04 Nov 2005 14:35:00 -0600 Subject: [rt-users] Re: [PATCH] RT::Attribute::Name workaround patch Message-ID: <3213959739.47658@www.chatteremail.com> interesting. That code is there to allow column aliasing. What are the states that $field goes through in that loop? We're definitely getting somewhere. Nice debugging Best, Jesse -----Original Message----- From: Roy El-Hames Date: Friday, Nov 4, 2005 12:34 pm Subject: Re: [PATCH] RT::Attribute::Name workaround patch I *think* we cracked it, this error only appear with version2 >= 1.32 of DBix (have not tried 1.35), the offending line is : $field = $self->_Accessible($field, "column") while $self->_Accessible($field, "column"); within sub __Value , comment the line out and everything works .. Ruslan and Co, are we on the right track or will removing this line break other things Roy Ruslan Zakirov wrote: >On 11/3/05, Roy El-Hames wrote: >>Hi Ruslan; >I am afraid the patch does not fix the problem, I applied the patch to >lib/RT.pm , cleared cache stoped then started apache , query builder >loaded a search , then tried to remove one of the show columns and bang >the error stack appeared ... > > that's bad. > >>again the system or reference is RT-3.4.4 apache 2, mod_perl 2, dbix >1.33 , mysql 4.1.14 > > What version of the perl do you use? > >>please note that this error *does not show up* with dbix 1.27 , so I'll > > Too many changes between 1.27 and 1.33[1] to say something useful. [1] http://search.cpan.org/diff?from=DBIx-SearchBuilder-1.27&to=DBIx-SearchBuilder-1.33 > >>ask again .. ist a good idea to roll dbix back to 1.27 .. I do not want >to fix a problem and create another. > > Could you try version by version update from 1.27 to 1.33 to understand where exactly we have problem? > >>Roy > >Ruslan Zakirov wrote: > > > >>Jim, Roy, Joby, Carole and other who have problems with >>"RT::Attribute::Name Unimplemented", please, try attached patch, I >>think it should help. >> >>Apply it to *lib/RT.pm* instead of lib/RT.pm.in if you're going to >>apply it on installed RT code. >>Patch is simple and you can even apply it with patch command. >> >>Don't forget to stop and start server. >> >>Please, report back about results. >> >>-- >>Best regards, Ruslan. >> >> >>------------------------------------------------------------------------ >> >>=== lib/RT.pm.in >>================================================================== >>--- lib/RT.pm.in (revision 1155) >>+++ lib/RT.pm.in (local) >>@@ -312,21 +334,30 @@ >>=cut >> >>sub InitClasses { >>- require RT::Tickets; >>- require RT::Transactions; >>- require RT::Users; >>+ require RT::ACL; >>+ require RT::Attachments; >>+ require RT::Attributes; >>+ require RT::CachedGroupMembers; >> require RT::CurrentUser; >>- require RT::Templates; >>+ require RT::CustomFields; >>+ require RT::CustomFieldValues; >>+ require RT::Date; >>+ require RT::EmailParser; >>+ require RT::GroupMembers; >>+ require RT::Groups; >>+ require RT::Handle; >>+ require RT::Links; >>+ require RT::ObjectCustomFields; >>+ require RT::ObjectCustomFieldValues; >>+ require RT::Principals; >> require RT::Queues; >> require RT::ScripActions; >> require RT::ScripConditions; >> require RT::Scrips; >>- require RT::Groups; >>- require RT::GroupMembers; >>- require RT::CustomFields; >>- require RT::CustomFieldValues; >>- require RT::ObjectCustomFields; >>- require RT::ObjectCustomFieldValues; >>+ require RT::Templates; >>+ require RT::Tickets; >>+ require RT::Transactions; >>+ require RT::Users; >>} >> >># }}} >> >> >> >> >> >> >> >> >> > > > -- Best regards, Ruslan. > From derek at curis.com Fri Nov 4 16:09:33 2005 From: derek at curis.com (Derek Cunningham) Date: Fri, 4 Nov 2005 16:09:33 -0500 Subject: [rt-users] basic RT setup questions Message-ID: <7103DA8F-D7CA-4470-99EB-E8CEEA7C74E2@curis.com> Hi all, I've been lurking on the list for quite a while, learning about how to build RT. I'd like to get RT running in it's stock form on a Mac OS X machine. I had never compiled anything of this magnitude before, so I was a little intimidated to start out. After a couple of rounds I am pretty comfortable with installing the components of mod_perl and RT, but I'm getting stuck right at the end. I can't seem to keep apache running. I'm assuming either a) installing a newer version of apache killed OS X's ability to start it or b) I screwed up something else that's preventing apache from running (maybe installed it in the wrong place?) I'm getting success with apachectl configtest and apachectl start (and restart), but I cannot get the machine to respond to a local web browser. I also don't see anything when I grep apache. Maybe I just need a correction in my httpd.conf... or an apache lesson. For now I'd just like to see a response from the local machine, I'm not concerned with remotely accessing RT yet. I assume once I get things running locally I'll be able to use it all remotely anyway. I followed the wiki instructions for building on OS X and it mostly went smoothly (I think). I'd a little clarification on something though: Someone mentions on the wiki page that installing a new apache and mod_perl is unnecessary with OS 10.4. Okay, that sounds great but how do I get the apple-shipped versions to work? Is it as easy as un-commenting the mod_perl lines in the default apache.conf file? Anyone else who's gotten this running on OS X, please drop me a line off-list. I'd like to clear up the install instructions and get RT running, and I'd be happy to post up some clearer instructions on the installation. No offense meant to the person who put up the long list of OS X instructions, but I found it very hard to follow towards the end. It seems like some blend of your instructions and the manual installation instructions are necessary, but I don't know where to switch from one to the other. Versions: Mac OS X 10.4.2 (a modified version of freebsd) MySQL 4.1.14 RT 3.4.4 Apache 1.3.33 Mod_Perl 1.29 PHP 5.0.5 Thanks for any help -Derek From supadupa at gmail.com Fri Nov 4 20:25:56 2005 From: supadupa at gmail.com (Scott Edwards) Date: Fri, 4 Nov 2005 18:25:56 -0700 Subject: [rt-users] Import data from another ticketing system In-Reply-To: <7FED619E7720714C957E9CA14231C5269EDED9@crn-mail02.tngus.com> References: <7FED619E7720714C957E9CA14231C5269EDED9@crn-mail02.tngus.com> Message-ID: On 11/3/05, Hersker, Steve wrote: > > > > Hello, > > I'm very new to RT and am hoping to replace our existing commercial help > desk ticketing software with RT. But, we've been using this other app for > almost four years and have 20,000+ tickets in it?.I'd hate to walk away from > that history and am hoping to find a way to import it into RT. What commercial help desk are you speaking of? It's possible someone else has created a migration tool already. I've inspected the database that RT relies on, and I'm sure there are some straight forward ways to import that data. AFAICT, the API allows you to hand craft a new script to do just this. My advisement is be patient, and keep a few backups of your existing RT setup on hand. Sure, you can reinstall, but it's easy enough to drop the database, recreate and reimport from a previous backup if something goes awry. Good luck! I'd like to know more about this myself. I have a ticketing system I plan to do this with in the near future. (That ticket system is from scratch as an inhouse tool however...) Scott From andy at wildbrain.com Sat Nov 5 18:07:45 2005 From: andy at wildbrain.com (Andrew Moran) Date: Sat, 05 Nov 2005 15:07:45 -0800 Subject: [rt-users] Sorting question In-Reply-To: <20051104142655.F16601@cgi.jachomes.com> References: <436A4BA1.2080805@wildbrain.com> <20051103150157.A23035@cgi.jachomes.com> <589c94400511031214s78a71231m77d77f2a62cabb6d@mail.gmail.com> <20051104142655.F16601@cgi.jachomes.com> Message-ID: <436D3B41.3060408@wildbrain.com> Jay and Ruslan, Thanks for your input. I ran into the same wall that you did, Jay -- priority is ascending and within a priority, ticket ids are descending. Neither "DESC,ASC" or "DESC|ASC" seemed to help. I could change the ascending/descending order of the ticket ids, but priorities were always ascending. I'm not sure how to keep it descending by priority but ascending by ticket. hrmmm.. --Andy Jay R. Ashworth wrote: >On Thu, Nov 03, 2005 at 11:14:15PM +0300, Ruslan Zakirov wrote: > > >>>The obvious solution (which I have not tested :-) would be to modify >>> >>> OrderBy => 'Priority', >>> >>>to >>> >>> OrderBy => 'Priority,Id', >>> >>> >>AFAIK: >>OrderBy => 'Priority|id' >>Order => 'DESC|ASC' >> >> > >Ok; I thought something like that might work, but I didn't go that far >into testing it. Thanks. The | instead of comma thing has to do with >the API in use there? > >Cheers, >-- jra > > From andy at wildbrain.com Sat Nov 5 18:23:26 2005 From: andy at wildbrain.com (Andrew Moran) Date: Sat, 05 Nov 2005 15:23:26 -0800 Subject: [rt-users] Adding an UncheckAll button to Bulk update Message-ID: <436D3EEE.4080404@wildbrain.com> I'm surprised I haven't found a Contrib for this. I want to add two links to Bulk.html that allows one to quickly uncheckall the tickets in question and recheck them all. Unfortunately I don't know javascript. If anyone has modified their Bulk.html to include the javascript code to do this, please share! :) --Andy From hdimer at prolexic.com Sun Nov 6 18:31:15 2005 From: hdimer at prolexic.com (Haim Dimer) Date: Sun, 6 Nov 2005 18:31:15 -0500 Subject: [rt-users] The Week in RT for version 3 Message-ID: <82A33453-EA55-4112-8739-EBD8DCAEE4EF@prolexic.com> Hi everyone, I am using RT 3.2.2 and I need to get the RT Weekly report to work on my system. I downloaded the RT2 contribution at http:// download.bestpractical.com/pub/rt/contrib/2.0/rt-addons/weekly.html but it does not work. I do not see any tickets being resolved for a particular week even though I know for a fact there are some. My guess is that this extension is not compatible with RT 3. Is there a good soul out there who has ported the Week in RT to RT3? If yes, where can I get it from? Thank you for your help. Haim Dimer Systems Administrator Prolexic Technologies Office: 866-800-0366 x 1023 Fax: 954-925-6642 www.prolexic.com From andrew at staff.esc.net.au Sun Nov 6 22:58:58 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Mon, 7 Nov 2005 14:28:58 +1030 Subject: [rt-users] Blocking email addresses In-Reply-To: <82A33453-EA55-4112-8739-EBD8DCAEE4EF@prolexic.com> Message-ID: <20051107035715.D1DFD6203CE@sr-gw.esc.net.au> Hi, Does anyone know if it is possible to block email from specific addresses / domains to a queue and / or the entire RT? From jlee at pbu.edu Sun Nov 6 23:23:20 2005 From: jlee at pbu.edu (Jay Lee) Date: Sun, 6 Nov 2005 23:23:20 -0500 (EST) Subject: [rt-users] Blocking email addresses In-Reply-To: <20051107035715.D1DFD6203CE@sr-gw.esc.net.au> References: <82A33453-EA55-4112-8739-EBD8DCAEE4EF@prolexic.com> <20051107035715.D1DFD6203CE@sr-gw.esc.net.au> Message-ID: <37738.69.242.48.214.1131337400.squirrel@www.mail.pbu.edu> Andrew Xenides said: > Does anyone know if it is possible to block email from specific addresses > / > domains to a queue and / or the entire RT? Sounds like a job for your MTA. Check your mail server documentation. Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -- From scott at 4th.com Sun Nov 6 23:31:31 2005 From: scott at 4th.com (Scott Courtney) Date: Sun, 6 Nov 2005 23:31:31 -0500 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 Message-ID: <200511062331.31955.scott@4th.com> Good evening, all Preface: I'm probably doing something stupid. I've been an RT user for several years, but only recently started administering. OTOH, I have been all over the list archives, "RT Essentials", and Google, looking for a solution to this, and I'm stumped. I had a perfectly good, working installation of RT 3.4.4 under Perl 5.8.5-12 on RHEL 4. I did a routine security update (via "up2date") of Perl itself, from 5.8.5-12 to 5.8.5-16, and this blasted my RT installation. I've spent the last two days figuring out what went wrong, have reinstalled RT, reinvented the wheel of getting Mason to find its documents (I'll bet you all are sick of seeing *that* question in the list). Ironically, when I solved that one before, I carefully documented what I had done...in RT. Ouch. Next time I'll print that ticket out. {GRIN} Anyway, after about 10 hours of work, I'm back to the point of having RT up and running as far as the login screen, but I can't login. That's where I'm stuck. I have verified that cookies are enabled in my browser for this domain, and that RT is able to access the database for both read and update. I have two known-good userids, and I've checked that the MD5 password in the Users table matches the MD5 of what I thought was the password. I have verified that the Mason directory and the session data directory are being written to by RT, which creates files there. And I've verified that sessions are being created in the corresponding database table. There are no errors in the Apache logs. I've tried stopping Apache, flushing the sessions table and Mason cache files, then restarting Apache. A search of the archives of this list found that this problem could be caused by a server's timezone not matching the timezone in the RT_SiteConfig.pm file. It turns out I had that error, and I've since fixed it by copying my old site config file back to the $PREFIX/etc/ directory. After doing this, I repeated the stop-flush_everything-restart sequence (see above). I've also tried two different browsers, and restarting the browser, and forcing the browser to delete all cookies. The only oddity I see is that the sessions table, while it does have rows for sessions, has nothing in the a_session colum for any of them. Could this be a clue? If so, to what? I have verified that the times stored in the sessions table match the time the server reports. I would appreciate any help with this. It's especially frustrating because I had a wonderfully working installation, and what I thought would be a trivial security update to Perl broke it so badly. Is there a good way to turn up logging verbosity on the authentication process? Versions: RT 3.4.4 Perl 5.8.5-16 installed from RHEL 4 RPMs Apache 2.0.55 built from source mod_perl 2.0.2 built from source MySQL 5.0.15 installed from official RPMs Incidentally, the versions of everything except Perl were all working before the problem arose, so I can rule out compatibility problems with that new version of MySQL. Thanks very much for any suggestions. Kind regards, Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From andrew at staff.esc.net.au Sun Nov 6 23:41:23 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Mon, 7 Nov 2005 15:11:23 +1030 Subject: [rt-users] Blocking email addresses Message-ID: <20051107043940.CF4D362021A@sr-gw.esc.net.au> I don't want to block it to the whole server tho, just to RT. While I could put it in there to block where from address = blah at domain.com and to address = queue at ticketserver.com I would have to do this for each queue (which we have a fair few). I thought there might be a blacklist in RT somewhere -----Original Message----- From: Jay Lee [mailto:jlee at pbu.edu] Sent: Monday, November 07, 2005 2:53 PM To: rt-users at lists.bestpractical.com Cc: Andrew Xenides Subject: Re: [rt-users] Blocking email addresses Andrew Xenides said: > Does anyone know if it is possible to block email from specific addresses > / > domains to a queue and / or the entire RT? Sounds like a job for your MTA. Check your mail server documentation. Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -- From les at futuresource.com Mon Nov 7 00:00:25 2005 From: les at futuresource.com (Les Mikesell) Date: Sun, 06 Nov 2005 23:00:25 -0600 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 In-Reply-To: <200511062331.31955.scott@4th.com> References: <200511062331.31955.scott@4th.com> Message-ID: <1131339625.16083.3.camel@les-home.futuresource.com> On Sun, 2005-11-06 at 22:31, Scott Courtney wrote: > I would appreciate any help with this. It's especially frustrating because > I had a wonderfully working installation, and what I thought would be a > trivial security update to Perl broke it so badly. Is there a good way > to turn up logging verbosity on the authentication process? > > Versions: > RT 3.4.4 > Perl 5.8.5-16 installed from RHEL 4 RPMs > Apache 2.0.55 built from source > mod_perl 2.0.2 built from source > MySQL 5.0.15 installed from official RPMs Did you rebuild mod_perl to match the version of perl you have installed now? -- Les Mikesell lesmikesell at gmail.com From lvanderf at internode.com.au Mon Nov 7 01:16:46 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Mon, 07 Nov 2005 16:46:46 +1030 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 In-Reply-To: <200511062331.31955.scott@4th.com> References: <200511062331.31955.scott@4th.com> Message-ID: <436EF14E.9090506@internode.com.au> Hi. Not sure if this will help you but it might: Execute this SQL command to reset the root password to 'password'. update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where Name='root'; hth. Kind regards. Luke Scott Courtney wrote: >Good evening, all > >Preface: I'm probably doing something stupid. I've been an RT user for several >years, but only recently started administering. OTOH, I have been all over the >list archives, "RT Essentials", and Google, looking for a solution to this, and >I'm stumped. > >I had a perfectly good, working installation of RT 3.4.4 under Perl 5.8.5-12 on >RHEL 4. I did a routine security update (via "up2date") of Perl itself, from >5.8.5-12 to 5.8.5-16, and this blasted my RT installation. > >I've spent the last two days figuring out what went wrong, have reinstalled >RT, reinvented the wheel of getting Mason to find its documents (I'll bet you >all are sick of seeing *that* question in the list). Ironically, when I solved >that one before, I carefully documented what I had done...in RT. Ouch. Next >time I'll print that ticket out. {GRIN} > >Anyway, after about 10 hours of work, I'm back to the point of having RT up >and running as far as the login screen, but I can't login. That's where I'm >stuck. > >I have verified that cookies are enabled in my browser for this domain, and >that RT is able to access the database for both read and update. I have >two known-good userids, and I've checked that the MD5 password in the Users >table matches the MD5 of what I thought was the password. I have verified >that the Mason directory and the session data directory are being written >to by RT, which creates files there. And I've verified that sessions are >being created in the corresponding database table. > >There are no errors in the Apache logs. I've tried stopping Apache, flushing >the sessions table and Mason cache files, then restarting Apache. > >A search of the archives of this list found that this problem could be caused >by a server's timezone not matching the timezone in the RT_SiteConfig.pm file. >It turns out I had that error, and I've since fixed it by copying my old >site config file back to the $PREFIX/etc/ directory. After doing this, I >repeated the stop-flush_everything-restart sequence (see above). I've also >tried two different browsers, and restarting the browser, and forcing the >browser to delete all cookies. > >The only oddity I see is that the sessions table, while it does have rows >for sessions, has nothing in the a_session colum for any of them. Could >this be a clue? If so, to what? I have verified that the times stored in >the sessions table match the time the server reports. > >I would appreciate any help with this. It's especially frustrating because >I had a wonderfully working installation, and what I thought would be a >trivial security update to Perl broke it so badly. Is there a good way >to turn up logging verbosity on the authentication process? > >Versions: >RT 3.4.4 >Perl 5.8.5-16 installed from RHEL 4 RPMs >Apache 2.0.55 built from source >mod_perl 2.0.2 built from source >MySQL 5.0.15 installed from official RPMs > >Incidentally, the versions of everything except Perl were all working before >the problem arose, so I can rule out compatibility problems with that new >version of MySQL. > >Thanks very much for any suggestions. > >Kind regards, > >Scott > > > -- Luke From florian.hochstrasser at swisslog.com Mon Nov 7 05:11:09 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Mon, 7 Nov 2005 11:11:09 +0100 Subject: [rt-users] Corresponence won't appear until a manual page reload Message-ID: <633BB4DF7F45734B841BF0FD012734BC0E614B@schb7sw3-011.schb7.swisslog.net> Me again... Please, has anyone experienced this before? Can't see anything in either my postgres log nor in the rt error log. Thanks for your help. Florian ------------------------------------- Dear all I encountered a weird phenomenon today: When displaying a ticket, I still get the whole history, but content of correspondence / comment blocks is blank at first. After a page reload, it all appears as usual. Anyone seen that as well? Regards, Florian ____________________________________________________________ This message may contain legally privileged or confidential information and is therefore addressed to the named persons only. The recipient should inform the sender and delete this message, if he/she is not named as addressee. The sender disclaims any and all liability for the integrity and punctuality of this message. The sender has activated an automatic virus scanning by Messagelabs, but does not guarantee the virus free transmission of this message. ____________________________________________________________ This message has been checked for all known viruses by Messagelabs. ____________________________________________________________ This message may contain legally privileged or confidential information and is therefore addressed to the named persons only. The recipient should inform the sender and delete this message, if he/she is not named as addressee. The sender disclaims any and all liability for the integrity and punctuality of this message. The sender has activated an automatic virus scanning by Messagelabs, but does not guarantee the virus free transmission of this message. -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott at 4th.com Mon Nov 7 10:05:06 2005 From: scott at 4th.com (Scott Courtney) Date: Mon, 7 Nov 2005 10:05:06 -0500 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 In-Reply-To: <1131339625.16083.3.camel@les-home.futuresource.com> References: <200511062331.31955.scott@4th.com> <1131339625.16083.3.camel@les-home.futuresource.com> Message-ID: <200511071005.06618.scott@4th.com> On Monday 07 November 2005 00:00, Les Mikesell wrote: > Did you rebuild mod_perl to match the version of perl you > have installed now? > Good morning, and thanks for the reply. Yes, I did rebuild mod_perl after the Perl upgrade. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From scott at 4th.com Mon Nov 7 10:09:13 2005 From: scott at 4th.com (Scott Courtney) Date: Mon, 7 Nov 2005 10:09:13 -0500 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 In-Reply-To: <436EF14E.9090506@internode.com.au> References: <200511062331.31955.scott@4th.com> <436EF14E.9090506@internode.com.au> Message-ID: <200511071009.13203.scott@4th.com> On Monday 07 November 2005 01:16, Luke Vanderfluit wrote: > Hi. > > Not sure if this will help you but it might: > Execute this SQL command to reset the root password to 'password'. > update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where Name='root'; > > hth. > > Kind regards. > Luke I'm puzzled...the passwords in my Users table are MD5 hashed, while the above is not. I didn't manually put the MD5 strings into the table; RT did that when creating the accounts. Is it possible that RT uses some underlying authentication library that used to use MD5 and now uses something else, and that's the source of my problem? Maybe that authentication library got updated along with Perl, silently? Or is the encryption/hash something that can be specified in the site config? Kind regards, and thanks for the reply, Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From AMyers at abacus-us.com Mon Nov 7 10:09:48 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Mon, 7 Nov 2005 08:09:48 -0700 Subject: [rt-users] Adding an UncheckAll button to Bulk update Message-ID: <205D20196806AE41A9D8A9E982659E27013BB9EA@THN-EXCLS2.dc1.doubleclick.corp> Add this to Bulk.html. -
+ + + + Then add this javascript to your Header file. function checkAllBulkObjects() { var check = document.getElementById('check-all-bulk').checked; var elements = document.getElementById('bulk-form').elements; var regex = /UpdateTicket/; for( var i = 0; i < elements.length; i++ ) { if( !regex.test(elements[i].name)) { continue; } if( elements[i].type != 'checkbox' ) { continue; } if( check ) { elements[i].checked = true; } else { elements[i].checked = false; } } } This should work. It works great for me. I am running RT 3.4.4. ** Adam -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew Moran Sent: Saturday, November 05, 2005 4:23 PM To: RT User Mailinglist Subject: [rt-users] Adding an UncheckAll button to Bulk update I'm surprised I haven't found a Contrib for this. I want to add two links to Bulk.html that allows one to quickly uncheckall the tickets in question and recheck them all. Unfortunately I don't know javascript. If anyone has modified their Bulk.html to include the javascript code to do this, please share! :) --Andy _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From S.G.Tranter at lboro.ac.uk Mon Nov 7 11:11:39 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Mon, 07 Nov 2005 16:11:39 +0000 Subject: [rt-users] Setting Due dates in scripts Message-ID: <436F7CBB.3020901@lboro.ac.uk> Hello, Can anyone tell me what the SetDue method of the Ticket object expects in terms of date format, i.e. is it Unix or YYYY-MM-DD or something else? Thanks, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From scott at 4th.com Mon Nov 7 11:32:20 2005 From: scott at 4th.com (Scott Courtney) Date: Mon, 7 Nov 2005 11:32:20 -0500 Subject: [rt-users] Forbidding attachments Message-ID: <200511071132.21391.scott@4th.com> I notice that RT's site config allows one to restrict the size of attachments allowed with email correspondence to a ticket. Is it possible to set a policy of not allowing any attachments at all, email or otherwise? In other words, I want to restrict my RT tickets to only plain text, and force users to put their files elsewhere. Will setting the attachment size to zero accomplish this? Kind regards, Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From marchenko at gmail.com Mon Nov 7 11:34:27 2005 From: marchenko at gmail.com (Vlad) Date: Mon, 7 Nov 2005 11:34:27 -0500 Subject: [rt-users] creating a ticket from online form Message-ID: Hi, I want to put "contact form" online on our company website that would be submitted in RT and create a new ticket. I can't find any references in documentation on what's the easies way to do that. Anyone hit such setup before? -- Vlad From sturner at MIT.EDU Mon Nov 7 11:43:49 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 07 Nov 2005 11:43:49 -0500 Subject: [rt-users] creating a ticket from online form In-Reply-To: References: Message-ID: <6.2.1.2.2.20051107114200.02fd4608@po14.mit.edu> At Monday 11/7/2005 11:34 AM, Vlad wrote: >Hi, > >I want to put "contact form" online on our company website that would >be submitted in RT and create a new ticket. I can't find any >references in documentation on what's the easies way to do that. > >Anyone hit such setup before? Hello Vlad, The easiest way is probably to have the form send email to RT. Steve From sames at officescape.com Mon Nov 7 12:16:44 2005 From: sames at officescape.com (Steven E. Ames) Date: Mon, 7 Nov 2005 12:16:44 -0500 Subject: [rt-users] Setting Due dates in scripts Message-ID: I've only had luck with MM-DD-YYYY. Other formats have produced... odd results. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stewart > Tranter > Sent: Monday, November 07, 2005 11:12 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Setting Due dates in scripts > > > Hello, > > Can anyone tell me what the SetDue method of the Ticket > object expects > in terms of date format, i.e. is it Unix or YYYY-MM-DD or > something else? > > Thanks, > > Stewart > ------------------------------------------------ > Stewart Tranter > Computing Services > Loughborough University > > E: s.g.tranter at lboro.ac.uk > W: http://www.lboro.ac.uk/computing/ > T: +44 (0) 1509 223719 > F: +44 (0) 1509 223989 > ------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > From les at futuresource.com Mon Nov 7 12:26:45 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 07 Nov 2005 11:26:45 -0600 Subject: [rt-users] creating a ticket from online form In-Reply-To: References: Message-ID: <1131384405.2419.38.camel@moola.futuresource.com> On Mon, 2005-11-07 at 10:34, Vlad wrote: > > I want to put "contact form" online on our company website that would > be submitted in RT and create a new ticket. I can't find any > references in documentation on what's the easies way to do that. > > Anyone hit such setup before? The simple way is to let the web form post to any web-to-email gateway that works for you with the address going to your email alias for the RT queue. That lets you run everything on different machines if you want, but the user will have to supply his own email address in the form. -- Les Mikesell les at futuresource.com From vongleich at gmail.com Mon Nov 7 13:01:09 2005 From: vongleich at gmail.com (Ryan von Gleich) Date: Mon, 7 Nov 2005 13:01:09 -0500 Subject: [rt-users] Transaction based custom fields Message-ID: <7b190db40511071001j4e3c497av2931a905513b52aa@mail.gmail.com> I created a custom field associated with only transactions that acts a bit strange. When I create a new ticket and set the value (selection list), the custom field works fine, the history will show the transaction and the custom field as set, or defaulted to no-value. But, when I try to set one from a reply or comment, the value goes into the database as the number '1' instead of the string value. The transaction on the ticket reflects this as well. The record looks like... 4703,32,"RT::Transaction",29429,0,"Execution Note","","","",22,"2005-11-07 15:36:44",22,"2005-11-07 15:36:44",1 4704,32,"RT::Transaction",29429,0,"1","","","",22,"2005-11-07 15:36:44",22,"2005-11-07 15:36:44",0 Where "Execution Note" is one of the custom field values on the first line, and the second line has only a '1'. There are only 3 custom field values and I confirmed that they are correct. Any ideas/fixes. Thank you Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From maxime.levasseur at b3g-telecom.com Mon Nov 7 13:16:39 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Mon, 07 Nov 2005 19:16:39 +0100 Subject: [rt-users] Users Notification through RT.3.4.4 Message-ID: <436F9A07.9030801@b3g-telecom.com> Dear list I want to be a little bit more proactive through my RT 3.4.4 Got a group called ' customers ' ( including x users ) and a queue called 'planned work'. When a new ticket is opened or modified by a staff member in this queue, i want all the customers's group contacts to be notified by mail. With the right ACL policy, users will access to this queue though the web interface. I don't have any problem with this last point but with the mail notification job. I suppose that i have to use a scrip like ' On Create Notify Other Recipients with template xxxxxx ' and then i'll have to define ma recipient list into the template, but i'm not geek enough to find the easyest way to do it : ) Any help on this point will be appreciated. Thanks again. Merry Christmas. Max. From andy at wildbrain.com Mon Nov 7 13:27:26 2005 From: andy at wildbrain.com (Andy Moran) Date: Mon, 07 Nov 2005 10:27:26 -0800 Subject: [rt-users] Adding an UncheckAll button to Bulk update In-Reply-To: <205D20196806AE41A9D8A9E982659E27013BB9EA@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27013BB9EA@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <436F9C8E.1070205@wildbrain.com> Awesome. Works perfectly. You should add this as a Contrib on the wiki to share the wealth. =) --Andy Myers, Adam wrote: > > Add this to Bulk.html. > > - > + ACTION="<%$RT::WebPath%>/Search/Bulk.html" > > >
 Check/Uncheck All
<&|/l&>Update
> + > + > + > > > > Then add this javascript to your Header file. > > function checkAllBulkObjects() > { > var check = document.getElementById('check-all-bulk').checked; > var elements = document.getElementById('bulk-form').elements; > var regex = /UpdateTicket/; > for( var i = 0; i < elements.length; i++ ) { > if( !regex.test(elements[i].name)) { > continue; > } > if( elements[i].type != 'checkbox' ) { > continue; > } > if( check ) { > elements[i].checked = true; > } else { > elements[i].checked = false; > } > } > } > > This should work. It works great for me. I am running RT 3.4.4. > > ** Adam > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andrew > Moran > Sent: Saturday, November 05, 2005 4:23 PM > To: RT User Mailinglist > Subject: [rt-users] Adding an UncheckAll button to Bulk update > > > I'm surprised I haven't found a Contrib for this. I want to add two > links to Bulk.html that allows one to quickly uncheckall the tickets in > question and recheck them all. Unfortunately I don't know > javascript. > > If anyone has modified their Bulk.html to include the javascript code to > do this, please share! :) > > --Andy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > From andy at wildbrain.com Mon Nov 7 13:40:39 2005 From: andy at wildbrain.com (Andy Moran) Date: Mon, 07 Nov 2005 10:40:39 -0800 Subject: [rt-users] simple custom action question Message-ID: <436F9FA7.7040704@wildbrain.com> Hey guys, I want to create a simple scrip that changes the status of a ticket from New to Open when someone Takes the ticket. The Custom Condition should be similar to the On Steal example from RT Essentials: my $trans = $self->TransactionObj; return 0 unless $trans->Field eq 'Owner'; return 1 if $trans->OldValue == RT::Nobody()->id(); return 0; So the Custom Action should just be a one-liner that changes the ticket status. I was hoping to find an example of what that line would look like but couldn't find one. Thanks for any help! --Andy From barnesaw at ucrwcu.rwc.uc.edu Mon Nov 7 13:43:16 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 07 Nov 2005 13:43:16 -0500 Subject: [rt-users] simple custom action question In-Reply-To: <436F9FA7.7040704@wildbrain.com> References: <436F9FA7.7040704@wildbrain.com> Message-ID: <436FA044.6000704@ucrwcu.rwc.uc.edu> Andy Moran wrote: > Hey guys, > > I want to create a simple scrip that changes the status of a ticket from > New to Open when someone Takes the ticket. IIRC, the take action also opens the ticket. Are you talking about manually changing owner? > The Custom Condition > should be similar to the On Steal example from RT Essentials: > > my $trans = $self->TransactionObj; > return 0 unless $trans->Field eq 'Owner'; > return 1 if $trans->OldValue == RT::Nobody()->id(); > return 0; > > > So the Custom Action should just be a one-liner that changes the ticket > status. I was hoping to find an example of what that line would look > like but couldn't find one. Thanks for any help! > > --Andy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From ahlincoln at lbl.gov Mon Nov 7 14:33:21 2005 From: ahlincoln at lbl.gov (Anthony Lincoln) Date: Mon, 07 Nov 2005 11:33:21 -0800 Subject: [rt-users] Page Load Hangs in 3.4.4 In-Reply-To: <20051102155557.GS14262@bestpractical.com> References: <20051101215027.DD2A84D8195@diesel.bestpractical.com> <20051102081158.4991.JOOPVANDEWEGE@mococo.nl> <20051102155557.GS14262@bestpractical.com> Message-ID: <436FAC01.5030301@lbl.gov> Jesse Vincent wrote: >>>Apparently this is a known HTTP flaw, but it is much more pronounced >>>here than on any of my other webapps (none of which use Mason). Both >>>the web and database servers have plenty of CPU/RAM/swap, etc. Anything >>>I can do to speed up database queries and pageloads? Sorry this >>>question is so general, but so is the problem. >>> >> >>I'm having the same config except we are running RT 3.4.3 and haven't >>had this problem. I just tried a couple of heavy operation like >>searching on ticket content and aborting the search but I can start a >>new query right away. Maybe it is because we're running RT using >>mod_perl (Apache/1.3.33 (Unix) PHP/4.4.0 mod_fastcgi/2.2.12 mod_perl/1.29 mod_ssl/2.8.23 OpenSSL/0.9.8) > > > > Actually, what's going on is that Apache-Session locks your session > object to prevent corruption from a second hit whilst the first is > rendering. It might be safe to turn off Apache::Session locking. > I'm testing this in development (2-line change in SetupSessionCookie) and it definitely speeds things up. I also discovered that regularly reaping the files in $RT/var/session_data is a must. I also played around with enabling Apache::Session::Oracle but got some strange behavior. Was this your experience too? Appreciate all the help. -Tony From dw12345678 at hotmail.com Mon Nov 7 14:38:51 2005 From: dw12345678 at hotmail.com (d w) Date: Mon, 07 Nov 2005 19:38:51 +0000 Subject: [rt-users] RT on Windows In-Reply-To: <20051107170006.0AA444D8123@diesel.bestpractical.com> Message-ID: Dear all, I'm trying to install RT 3.5.5 from sources (with the aid of cygwin) on Windows XPSP2 with Apache 2.0.54 and modperl 2.0.2; using Activeperl 5.8.7.613. I have configured Apache to load RT if given a path like http://localhost/rt with the Alias Directive. However, as soon as I enable in http.conf the line PerlRequire "Path-to-Webmux.pl/webmux.pl" I cannot start the Apache service anymore. And the apache errorlog only tells me 'cannot load "Path-to-Webmux.pl/webmux.pl" on localhost:80'. If I disable said line, I get to the webpage which tells me 'ok, you have rt installed but you need to configure your webserver...'. I couldn't find anymore hints/tips/leads either in the mailing list archive nor on the wiki... Now, I'm by no ways an apache and perl expert, so I'm completely lost and would appreciate any hints for further investigations. Thanks. Donat _________________________________________________________________ Be the first to hear what's new at MSN - sign up to our free newsletters! http://www.msn.co.uk/newsletters From myra at ack.Berkeley.EDU Mon Nov 7 14:48:52 2005 From: myra at ack.Berkeley.EDU (Myra Chachkin) Date: Mon, 7 Nov 2005 11:48:52 -0800 Subject: [rt-users] RTFM port for FreeBSD? Message-ID: <20051107194852.GN84071@ack.Berkeley.EDU> Hi rt-users and rtfm-devel, Reposting from the rt-devel list in hopes of a response... Is anyone currently working on creating a port of RTFM for FreeBSD, or integrating RTFM as an option for the rt3 port? Thanks, Myra From altendky at engr.orst.edu Mon Nov 7 14:46:17 2005 From: altendky at engr.orst.edu (Kyle Altendorf) Date: Mon, 07 Nov 2005 11:46:17 -0800 Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) Message-ID: <436FAF09.1000400@engr.orst.edu> I am looking for comments regarding a file to use as a non-authenticated ticket creation page. I know the accepted practice is to write a CGI script to generate an email to the rt alias. In fact, I did write one about three years ago. Super simple for a general script, but a bit more complicated when considering the need to allow the user to specify values for all the custom fields. Of course, I don't want to simply copy the current list of options into a static page. I would like them to be read directly from the RT database. Does anyone have such a script already written that they would be willing to share? I would use the one I wrote which had all the features I need except that in my absense over the past few years the file was lost. If I can't find one from someone else, I guess it's time to relearn the RT API. If I get it working, I'll be happy to share it with whomever wants a copy. Free backup services if nothing else is how I see it, though hopefully someone would find it useful. thanks, kyle From zb-lists at brightlinecompliance.com Mon Nov 7 15:05:06 2005 From: zb-lists at brightlinecompliance.com (ZB) Date: Mon, 7 Nov 2005 15:05:06 -0500 Subject: [rt-users] Email notification on assignment Message-ID: <200511071505.06283.zb-lists@brightlinecompliance.com> Hi All Is there anyway to have RT send an email to a user when a ticket has been assigned to them? This seems like it may be some config option I'm overlooking, or maybe it's done via a scrip? Thanks! ZB From zb-lists at brightlinecompliance.com Mon Nov 7 15:03:08 2005 From: zb-lists at brightlinecompliance.com (ZB) Date: Mon, 7 Nov 2005 15:03:08 -0500 Subject: [rt-users] Comments / resolution included in resolved ticket email? Message-ID: <200511071503.08962.zb-lists@brightlinecompliance.com> Hi I'm trying to figure out a way to add comments to the email that's sent to notify a requestor that a ticket was resolved. It's currently using the default "According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message." but is there anyway to add the text of the comment that was set when the ticket was actually resolved with this message also? Thanks! ZB From andy at wildbrain.com Mon Nov 7 15:36:39 2005 From: andy at wildbrain.com (Andy Moran) Date: Mon, 07 Nov 2005 12:36:39 -0800 Subject: [rt-users] simple custom action question In-Reply-To: <436FA044.6000704@ucrwcu.rwc.uc.edu> References: <436F9FA7.7040704@wildbrain.com> <436FA044.6000704@ucrwcu.rwc.uc.edu> Message-ID: <436FBAD7.7040601@wildbrain.com> No, I'm talking about manually changing the Status from New to Open. It used to Open the ticket for us under RT 2, but when we updgraded to 3.x, it doesn't anymore. I always thought that it must've been a custom scrip under RT 2 we had opening the ticket for us. So you are saying that when we 'Take' a ticket, the RT system should be changing the status from New to Open? Can anyone think of a reason why this would not be happening under 3.4.4? --Andy Drew Barnes wrote: > Andy Moran wrote: > >>Hey guys, >> >>I want to create a simple scrip that changes the status of a ticket from >>New to Open when someone Takes the ticket. > > > IIRC, the take action also opens the ticket. Are you talking about > manually changing owner? > > >> The Custom Condition >>should be similar to the On Steal example from RT Essentials: >> >>my $trans = $self->TransactionObj; >>return 0 unless $trans->Field eq 'Owner'; >>return 1 if $trans->OldValue == RT::Nobody()->id(); >>return 0; >> >> >>So the Custom Action should just be a one-liner that changes the ticket >>status. I was hoping to find an example of what that line would look >>like but couldn't find one. Thanks for any help! >> >>--Andy >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.bestpractical.com >> > > From torsten.brumm at kuehne-nagel.com Mon Nov 7 15:38:55 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Mon, 7 Nov 2005 21:38:55 +0100 Subject: AW: [rt-users] Comments / resolution included in resolved ticket email? In-Reply-To: <200511071503.08962.zb-lists@brightlinecompliance.com> Message-ID: Hi ZB, Have you played around with the build in scrips? Creat a Template with the answer you need and a scrip with the ACTION: ON RESOLVE CONDITION: NOTIFY REQUESTOR TEMPLATE: Choose the one you have created. Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von ZB > Gesendet: Montag, 7. November 2005 21:03 > An: rt-users at lists.bestpractical.com > Betreff: [rt-users] Comments / resolution included in > resolved ticket email? > > Hi > > I'm trying to figure out a way to add comments to the email > that's sent to notify a requestor that a ticket was resolved. > It's currently using the default > > "According to our records, your request has been resolved. If > you have any further questions or concerns, please respond to > this message." > > but is there anyway to add the text of the comment that was > set when the ticket was actually resolved with this message also? > > Thanks! > > ZB > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > From torsten.brumm at kuehne-nagel.com Mon Nov 7 15:42:46 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Mon, 7 Nov 2005 21:42:46 +0100 Subject: AW: [rt-users] Comments / resolution included in resolved ticketemail? In-Reply-To: Message-ID: Hi ZB, Small mistake: CONDITION: ON RESOLVE ACTION: NOTIFY REQUESTOR TEMPLATE: Choose the one you have created. Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Torsten Brumm > Gesendet: Montag, 7. November 2005 21:39 > An: 'ZB'; rt-users at lists.bestpractical.com > Betreff: AW: [rt-users] Comments / resolution included in > resolved ticketemail? > > Hi ZB, > > Have you played around with the build in scrips? Creat a > Template with the answer you need and a scrip with the > ACTION: ON RESOLVE > CONDITION: NOTIFY REQUESTOR > TEMPLATE: Choose the one you have created. > > Callto://torsten_brumm > > Thanks in advance > .... > : Torsten Brumm > : IT Security Engineer > : > : Kuehne + Nagel > : HAM - MI-C > : > : Ferdinand Strasse 29-33 > : 20095 Hamburg > : > : +49 (40) 329 15 199 > : +49 (40) 329 15 500 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > .... > > > -----Urspr?ngliche Nachricht----- > > Von: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von ZB > > Gesendet: Montag, 7. November 2005 21:03 > > An: rt-users at lists.bestpractical.com > > Betreff: [rt-users] Comments / resolution included in > resolved ticket > > email? > > > > Hi > > > > I'm trying to figure out a way to add comments to the email that's > > sent to notify a requestor that a ticket was resolved. > > It's currently using the default > > > > "According to our records, your request has been resolved. > If you have > > any further questions or concerns, please respond to this message." > > > > but is there anyway to add the text of the comment that was > set when > > the ticket was actually resolved with this message also? > > > > Thanks! > > > > ZB > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > From zb-lists at brightlinecompliance.com Mon Nov 7 15:46:32 2005 From: zb-lists at brightlinecompliance.com (ZB) Date: Mon, 7 Nov 2005 15:46:32 -0500 Subject: AW: [rt-users] Email notification on assignment In-Reply-To: References: Message-ID: <200511071546.32768.zb-lists@brightlinecompliance.com> I haven't played around with scrips very much, but I'll definitely give that a shot. Thanks! ZB On Monday 07 November 2005 3:42 pm, you wrote: > Hi ZB again, > > Try also some scrips for the queue. > > Condition: OnOwnerChange > Action: NotifyOwner > Template: Transaction > > Try it out... > > PS: RT Essentials is a good Book!!! > (http://www.amazon.com/gp/product/0596006683/002-0225203-3220017?v=glance&n >= 283155&n=507846&s=books&v=glance) > > Callto://torsten_brumm > > Thanks in advance > .... > > : Torsten Brumm > : IT Security Engineer > : > : Kuehne + Nagel > : HAM - MI-C > : > : Ferdinand Strasse 29-33 > : 20095 Hamburg > : > : +49 (40) 329 15 199 > : +49 (40) 329 15 500 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > > .... > > > -----Urspr?ngliche Nachricht----- > > Von: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von ZB > > Gesendet: Montag, 7. November 2005 21:05 > > An: rt-users at lists.bestpractical.com > > Betreff: [rt-users] Email notification on assignment > > > > Hi All > > > > Is there anyway to have RT send an email to a user when a > > ticket has been assigned to them? This seems like it may be > > some config option I'm overlooking, or maybe it's done via a scrip? > > > > Thanks! > > > > > > ZB > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com From barnesaw at ucrwcu.rwc.uc.edu Mon Nov 7 15:48:59 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 07 Nov 2005 15:48:59 -0500 Subject: AW: [rt-users] Email notification on assignment In-Reply-To: <200511071546.32768.zb-lists@brightlinecompliance.com> References: <200511071546.32768.zb-lists@brightlinecompliance.com> Message-ID: <436FBDBB.3050709@ucrwcu.rwc.uc.edu> ZB wrote: > I haven't played around with scrips very much, but I'll definitely give that a > shot. > > Thanks! > You might look at http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail or http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail to accomplish what you are after. > > ZB > > On Monday 07 November 2005 3:42 pm, you wrote: > >> Hi ZB again, >> >> Try also some scrips for the queue. >> >> Condition: OnOwnerChange >> Action: NotifyOwner >> Template: Transaction >> >> Try it out... >> >> PS: RT Essentials is a good Book!!! >> (http://www.amazon.com/gp/product/0596006683/002-0225203-3220017?v=glance&n >> = 283155&n=507846&s=books&v=glance) >> >> Callto://torsten_brumm >> >> Thanks in advance >> .... >> >> : Torsten Brumm >> : IT Security Engineer >> : >> : Kuehne + Nagel >> : HAM - MI-C >> : >> : Ferdinand Strasse 29-33 >> : 20095 Hamburg >> : >> : +49 (40) 329 15 199 >> : +49 (40) 329 15 500 >> : >> : torsten.brumm at kuehne-nagel.com >> : www.kn-portal.com >> : icq: 78258840 >> >> .... >> >> >>> -----Urspr?ngliche Nachricht----- >>> Von: rt-users-bounces at lists.bestpractical.com >>> [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von ZB >>> Gesendet: Montag, 7. November 2005 21:05 >>> An: rt-users at lists.bestpractical.com >>> Betreff: [rt-users] Email notification on assignment >>> >>> Hi All >>> >>> Is there anyway to have RT send an email to a user when a >>> ticket has been assigned to them? This seems like it may be >>> some config option I'm overlooking, or maybe it's done via a scrip? >>> >>> Thanks! >>> >>> >>> ZB >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> Buy your copy of our new book, RT Essentials, today! >>> >>> Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From travis.campbell at amd.com Mon Nov 7 16:57:16 2005 From: travis.campbell at amd.com (Travis Campbell) Date: Mon, 7 Nov 2005 15:57:16 -0600 Subject: [rt-users] simple custom action question In-Reply-To: <436F9FA7.7040704@wildbrain.com> References: <436F9FA7.7040704@wildbrain.com> Message-ID: <20051107215716.GD6713@mpdtxmail.amd.com> On Mon, Nov 07, 2005 at 10:40:39AM -0800, Andy Moran wrote: > > Hey guys, > > I want to create a simple scrip that changes the status of a ticket from > New to Open when someone Takes the ticket. The Custom Condition > should be similar to the On Steal example from RT Essentials: > > my $trans = $self->TransactionObj; > return 0 unless $trans->Field eq 'Owner'; > return 1 if $trans->OldValue == RT::Nobody()->id(); > return 0; > > > So the Custom Action should just be a one-liner that changes the ticket > status. I was hoping to find an example of what that line would look > like but couldn't find one. Thanks for any help! This is what we use: Description: Open ticket on Take Condition: User Defined Action: User Defined Template: Blank Stage: TransactionCreate Custom Condition: if ($self->TransactionObj->Type eq 'Take' and $self->TicketObj->Status eq 'new') { return(1); } else { return; } Custom Prep: 1; Custom Cleanup: $self->TicketObj->SetStatus("open"); 1; Travis -- Travis Campbell - Unix Systems Administrator = travis at mpdtxmail.amd.com 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell at amd.com TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster at mpdtxmail.amd.com ============================================================================= "Does anything work as expected?" Yes. An axe through the CPU. From bradp at newmediagateway.com Mon Nov 7 16:52:49 2005 From: bradp at newmediagateway.com (Brad Pinkston) Date: Mon, 7 Nov 2005 15:52:49 -0600 Subject: [rt-users] Set Priority via Email Message-ID: Has anyone used the contrib action ExtractCustomFieldVaules to set priority? I'm currently using it to populate custom fields beautifully. Brad Pinkston Sr. Linux Systems Administrator bradp at newmediagateway.com office: 214.206.3485 mobile: 469.682.6487 eFax: 303.496.2712 http://support.newmediagateway.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From phil.plumbo at printwarellc.com Mon Nov 7 16:59:19 2005 From: phil.plumbo at printwarellc.com (Phil Plumbo) Date: Mon, 07 Nov 2005 15:59:19 -0600 Subject: [rt-users] Install problem rt-3.4.4 Message-ID: <6.2.3.4.0.20051107155241.021c7f88@mailbox.printwarellc.com> I get the following error on a new install of rt 3.4.4 on Ubuntu 5.04 Hoary when doing "make initialize-database": Can't call method "rollback" on an undefined value at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 713. make: *** [initialize-database] Error 255 make testdeps says no missing modules. I'm using mysql. Any help is appreciated. Thanks. Phil From andy at wildbrain.com Mon Nov 7 17:28:28 2005 From: andy at wildbrain.com (Andy Moran) Date: Mon, 07 Nov 2005 14:28:28 -0800 Subject: [rt-users] simple custom action question In-Reply-To: <20051107215716.GD6713@mpdtxmail.amd.com> References: <436F9FA7.7040704@wildbrain.com> <20051107215716.GD6713@mpdtxmail.amd.com> Message-ID: <436FD50C.4030902@wildbrain.com> awesome. worked great. Thanks! --Andy Travis Campbell wrote: > On Mon, Nov 07, 2005 at 10:40:39AM -0800, Andy Moran wrote: > >>Hey guys, >> >>I want to create a simple scrip that changes the status of a ticket from >>New to Open when someone Takes the ticket. The Custom Condition >>should be similar to the On Steal example from RT Essentials: >> >>my $trans = $self->TransactionObj; >>return 0 unless $trans->Field eq 'Owner'; >>return 1 if $trans->OldValue == RT::Nobody()->id(); >>return 0; >> >> >>So the Custom Action should just be a one-liner that changes the ticket >>status. I was hoping to find an example of what that line would look >>like but couldn't find one. Thanks for any help! > > > This is what we use: > > Description: Open ticket on Take > Condition: User Defined > Action: User Defined > Template: Blank > Stage: TransactionCreate > > Custom Condition: > > if ($self->TransactionObj->Type eq 'Take' and > $self->TicketObj->Status eq 'new') > { > return(1); > } else { > return; > } > > Custom Prep: > > 1; > > Custom Cleanup: > > $self->TicketObj->SetStatus("open"); > 1; > > > Travis From maillist at roomity.com Mon Nov 7 17:18:37 2005 From: maillist at roomity.com (shenanigans) Date: Mon, 7 Nov 2005 14:18:37 -0800 (PST) Subject: [rt-users] [OTAnn] Feedback Message-ID: <29826694.1481131401917252.JavaMail.tomcat5@slave1.roomity.com> I was interested in getting feedback from current mail group users. We have mirrored your mail list in a new application that provides a more aggregated and safe environment which utilizes the power of broadband. Roomity.com v 1.5 is a web 2.01 community webapp. Our newest version adds broadcast video and social networking such as favorite authors and an html editor. It?s free to join and any feedback would be appreciated. S. ---------------------------------------------------------------------------------------------------------------------------------------------------------- Broadband interface (RIA) + mail box saftey = Request_Tracker_(RT)_Users_List.roomity.com *Your* clubs, no sign up to read, ad supported; try broadband internet. ~~1131401917249~~ ---------------------------------------------------------------------------------------------------------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Nov 7 17:51:50 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 7 Nov 2005 17:51:50 -0500 Subject: [rt-users] [OTAnn] Feedback In-Reply-To: <29826694.1481131401917252.JavaMail.tomcat5@slave1.roomity.com> References: <29826694.1481131401917252.JavaMail.tomcat5@slave1.roomity.com> Message-ID: <20051107225150.GB9217@bestpractical.com> On Mon, Nov 07, 2005 at 02:18:37PM -0800, shenanigans wrote: > I was interested in getting feedback from current mail group users. It would help if you didn't send what looks like unsolicited commercial mail to our mailinglists. Also, I'm pretty sure that you folks did the right thing by contacting the list-owner several months ago and asking if we were interested. I'm also pretty sure I told you that we were not. Please cease archiving our lists or at least spamming our users about it. Jesse Vincent Best Practical Solutions PS: "Web 2.0" barely exists. I'm not sure you get to invent buzzwords like "Web 2.01" without also explaining them clearly. Unless, of course, you have over $10 Million of venture capital. PPS: "(" and ")" are pretty bad form for hostnames, even if they appear to mostly work. > > Roomity.com v 1.5 is a web 2.01 community webapp. Our newest version adds broadcast video and social networking such as favorite authors and an html editor. > > Broadband interface (RIA) + mail box saftey = Request_Tracker_(RT)_Users_List.roomity.com -- From dupuy at cs.columbia.edu Mon Nov 7 17:47:29 2005 From: dupuy at cs.columbia.edu (Alexander Dupuy) Date: Mon, 07 Nov 2005 17:47:29 -0500 Subject: [rt-users] migrating from sourceforge bug tracker to RT Message-ID: <436FD981.2040705@cs.columbia.edu> I was under the impression that somebody had developed some tools to take the XML generated by sourceforge bugtracker export (using URLs like http://sourceforge.net/export/sf_tracker_export.php?group_id=19506&atid=119506) and import it into RT. However, I'm unable to find anything that actually does this. Am I mis-remembering some other type of migration script for RT (maybe from or to Bugzilla?) or has anyone done anything like this? @alex From KFCrocker at lbl.gov Mon Nov 7 20:12:46 2005 From: KFCrocker at lbl.gov (Kenn Crocker) Date: Mon, 07 Nov 2005 17:12:46 -0800 Subject: [rt-users] Priviledges Message-ID: <436FFB8E.9050806@lbl.gov> I am having a great deal of difficulty finding a consistent method of administrating our RT installation. First of all, the screens I go to for "select" rights are overlapping (redundant would seem like a more apprpriate term) in the rights allowed to x groups. For example; I have 1 RT queue with 3 different groups dealing with that Queue. When I go to the "QUEUE" selection, I see a list of "SYSTEM" rights and "ROLES" that confuse me since all I want to do is establish JUST what a group can do. Secondly, when I select the group I want to deal with, I get ALL the user-defined groups and I can see all 3 of the groups for my queue and I only want to add/delete rights to just the one of them. What do I do? Go to each group, change the rights, then do it all over again after I have selected another of the 3 groups to modify and do it all again? Geeze. What a waste of time. What's with the everyone stuff showing up everywhere? Can't that just stay in a panel all on it's own if/when I wnat to grant a global right? This makes the use of these screens so incredibly confusing because I never really know what dimension I'm in. I don't want anyone with global/system rights but my group, the one that installed RT. After that I want a Queue for each unique set of requestors and for each of those queues I want 3 groups, 1 to administer (probably 1 person), 1 for support (for the programmers, etc. that will work on the tickets), and 1 for the people allowed to send in requests - the users if you will. That's it. That's all I want and I can't seem to get this thing to do it right. I am not stupid (although I did spend 25 years on mainframes). I was a DBA for 12 years (RDBMS) and a RACF administrator for 6. Yet this system confuses the hell out of me. Is there anyone out there that can list the way the priviledes should be set for my particular scenerio and also anyone who can explain how and when certain rights and priviledges should overrlap and when they shouldn't? I hope I am not asking too much because getting this done is essential before I proliferate RT for other ogranizations. Thank you to whomever decides to be merciful to me. Kenn From todd at chaka.net Mon Nov 7 20:59:37 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 7 Nov 2005 20:59:37 -0500 Subject: [rt-users] Priviledges In-Reply-To: <436FFB8E.9050806@lbl.gov> References: <436FFB8E.9050806@lbl.gov> Message-ID: <20051108015937.GH3595@chaka.net> Kenn, It sounds like you are new to RT. Some of the RT concepts might be confusing at first, so be patient. I think if you have the right attitude this e-mail list will be very helpful to you. Your e-mail is one giant paragraph. You might want to take a few breaths and then send another one that is more carefully structured so we can help you get to the bottom of your problems. Finally, even when you do understand RT's right system, it is spread out a bit and can be confusing if your environment has lots of queues, groups, or cusotm fields. I recently released an RT extension called RTx::RightsMatrix that can help make more sense of RT rights management. It is on CPAN. It's still an early version and may have some bugs, but it is probably worth installing. http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.02.05/ -Todd From scott at 4th.com Mon Nov 7 21:20:14 2005 From: scott at 4th.com (Scott Courtney) Date: Mon, 7 Nov 2005 21:20:14 -0500 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 In-Reply-To: <436EF14E.9090506@internode.com.au> References: <200511062331.31955.scott@4th.com> <436EF14E.9090506@internode.com.au> Message-ID: <200511072120.14362.scott@4th.com> On Monday 07 November 2005 01:16, Luke Vanderfluit wrote: > Not sure if this will help you but it might: > Execute this SQL command to reset the root password to 'password'. > update Users set Password='X03MO1qnZdYdgyfeuILPmQ' where Name='root'; I tried this, even though my other passwords are MD5, figuring I had nothing to lose. Unfortunately, it didn't help, but thanks for the suggestion nonetheless. Kind regards, Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From dev.crash at gmail.com Mon Nov 7 21:25:13 2005 From: dev.crash at gmail.com (David) Date: Tue, 8 Nov 2005 13:25:13 +1100 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang In-Reply-To: <432904AB.6020506@xena.ipaustralia.gov.au> References: <43266751.7060508@xena.ipaustralia.gov.au> <4326FB75.7040409@bestpractical.com> <20050913235404.GT16876@bestpractical.com> <4327802B.3020406@xena.ipaustralia.gov.au> <432904AB.6020506@xena.ipaustralia.gov.au> Message-ID: On 9/15/05, Carl Makin wrote: > Hi Peter, > > Peter Struijk wrote: > > > This simple change, courtesy Jesse, solved the "RT hanging" issue for > > me. I don't use fastcgi. Your mileage may vary. > > > > In ACE_Overlay.pm, find > > > > sub Object { > > > > remove: > > > > $RT::Logger->warning( "$self -> Object called for an object " > > . "of an unknown type:" > > . $self->ObjectType ); > > Worked here as well! Woohoo! > > Works on both the 3.4.4 FastCGI test system here and the 3.4.2 > mod_perl1.99 production system. > > Thanks Peter and Jesse! > > > Carl. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com Greetings All, Experienced same issues with disabling users. Applied fix above and problem has now disappeared. Running with the following env; RT 3.4.4 FastCGI Apache/2.0.54 Perl 5.8.4 Thank you for the fix Jesse. Cheers, David. From scott at 4th.com Mon Nov 7 22:17:19 2005 From: scott at 4th.com (Scott Courtney) Date: Mon, 7 Nov 2005 22:17:19 -0500 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 -- SOLVED In-Reply-To: <200511062331.31955.scott@4th.com> References: <200511062331.31955.scott@4th.com> Message-ID: <200511072217.19235.scott@4th.com> On Sunday 06 November 2005 23:31, Scott Courtney wrote: > Anyway, after about 10 hours of work, I'm back to the point of having RT up > and running as far as the login screen, but I can't login. That's where I'm > stuck. WOW! This was a sneaky problem, but it's now working. The problem turned out to be a subtle MySQL database issue. Specifically, there was some sort of a compare failure in the Users.name field, causing no userids to match. Now, I have no idea why this worked before the Perl upgrade, except that DBI got upgraded along with Perl, and I'm guessing that's where the cause lies. In any case, the solution was to unload all of the RT data, re-create the database, and reload it in, but switching from InnoDB engine to MyISAM engine. An example of the table create syntax follows, in case anyone who isn't familiar with MySQL needs to replicate this. Note that this shows the "ACL" table only, and the change must be repeated for each table. OLD (fails to work with RT): CREATE TABLE `ACL` ( `id` int(11) NOT NULL auto_increment, `PrincipalType` varchar(25) NOT NULL default '', `PrincipalId` int(11) NOT NULL default '0', `RightName` varchar(25) NOT NULL default '', `ObjectType` varchar(25) NOT NULL default '', `ObjectId` int(11) NOT NULL default '0', `DelegatedBy` int(11) NOT NULL default '0', `DelegatedFrom` int(11) NOT NULL default '0', PRIMARY KEY (`id`), KEY `ACL1` (`RightName`,`ObjectType`,`ObjectId`,`PrincipalType`,`PrincipalId`) ) ENGINE=InnoDB DEFAULT CHARSET=latin1; NEW (works correctly with RT): CREATE TABLE `ACL` ( `id` int(11) NOT NULL auto_increment, `PrincipalType` varchar(25) NOT NULL default '', `PrincipalId` int(11) NOT NULL default '0', `RightName` varchar(25) NOT NULL default '', `ObjectType` varchar(25) NOT NULL default '', `ObjectId` int(11) NOT NULL default '0', `DelegatedBy` int(11) NOT NULL default '0', `DelegatedFrom` int(11) NOT NULL default '0', PRIMARY KEY (`id`), KEY `ACL1` (`RightName`,`ObjectType`,`ObjectId`,`PrincipalType`,`PrincipalId`) ) ENGINE=MyISAM DEFAULT CHARSET=latin1; I only discovered the problem by accident. As I was trying Luke's suggestion for the password, and had previously been referencing records by ID number, as in "SELECT * FROM Users WHERE id=12;". In that case, however, I issued the command "SELECT * FROM Users WHERE name='root';" and was amazed that MySQL didn't match the record. Some further testing, such as checking the character length of the string, showed that the name really was "root", but for whatever reason, that didn't match on comparisons. I'm planning to check into this further with the MySQL developers, to see if this could possibly be a bug in the new 5.0 version or if it's some kind of collation or character set subtlety (i.e., "working as designed, but designed weirdly", so to speak). If I find out anything useful, I'll post here on the list; for now, I suggest that people using MySQL 5.x with RT use the MyISAM engine rather than InnoDB. Thanks again to those who replied to my post. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From timuckun at gmail.com Mon Nov 7 22:24:25 2005 From: timuckun at gmail.com (Tim Uckun) Date: Tue, 8 Nov 2005 16:24:25 +1300 Subject: [rt-users] Ubuntu Installation with libapache2-mod-fcgid Message-ID: <855e4dcf0511071924p1ee6dd1fo4a0abc4f42810706@mail.gmail.com> Hello all. I am trying to install RT 3.4 on ubuntu breezy. The only fastgci module on the apt database is libapache2-mod-fgid. I am unable to make RT work with that module however. Here is the conf file for RT. AddHandler fcgid-script .fcgi #AddHandler fastcgi-script fcgi #FastCgiIpcDir /var/run/fastcgi FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi DirectoryIndex index.html Apache complains about the FastCgiServer statement. If I comment the statement and go the /rt URL apache segfaults continually. Any clues? -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Tue Nov 8 01:29:50 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 08 Nov 2005 00:29:50 -0600 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 -- SOLVED In-Reply-To: <200511072217.19235.scott@4th.com> References: <200511062331.31955.scott@4th.com> <200511072217.19235.scott@4th.com> Message-ID: <1131431389.19301.40.camel@les-home.futuresource.com> On Mon, 2005-11-07 at 21:17, Scott Courtney wrote: > ) ENGINE=InnoDB DEFAULT CHARSET=latin1; > > I only discovered the problem by accident. As I was trying Luke's suggestion > for the password, and had previously been referencing records by ID number, > as in "SELECT * FROM Users WHERE id=12;". In that case, however, I issued the > command "SELECT * FROM Users WHERE name='root';" and was amazed that MySQL > didn't match the record. Is your system default characterset latin1? If not, when does the conversion happen when a non-default characterset is specified at the table level in mysql? -- Les Mikesell les at futuresource.com From klimkin at falkag.com Tue Nov 8 03:18:37 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Tue, 08 Nov 2005 11:18:37 +0300 Subject: [rt-users] RTx::RightsMatrix 0.02.05 You no longer have to fight for the right... In-Reply-To: <20051104174003.GV896@chaka.net> References: <20051104174003.GV896@chaka.net> Message-ID: <43705F5D.8070404@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings Todd! Todd Chapman wrote: > RTx::RightsMatrix 0.02.05 is on it's way to CPAN. Just installed RTx-RightsMatrix-0.02.05 from CPAN. Got issue with "Y" links (Queue Rights, Group rights): RightsMatrix redirects me to link like: http://192.168.0.1//Admin/Tools/RightsMatrix/GroupRightsMatrix.html?[skipped] The problem is that I am using RT over SSL, so link should be: https://192.168.0.1//Admin/Tools/RightsMatrix/GroupRightsMatrix.html?[skipped] Anyway, thanks for great tool! SY, Danial. - -- Danial Klimkin, Falk eSolutions AG Russia -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDcF9d2ce6OqXQ52QRAhSQAJ9zW2srlZKVB4wiE5vJv+fbi+q5wQCfa+hz epdX3EVWjZjAjFylU45Y/GM= =Rl5f -----END PGP SIGNATURE----- From hlepesant at veepee.com Tue Nov 8 04:48:38 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Tue, 08 Nov 2005 10:48:38 +0100 Subject: [rt-users] Users Notification through RT.3.4.4 In-Reply-To: <436F9A07.9030801@b3g-telecom.com> References: <436F9A07.9030801@b3g-telecom.com> Message-ID: <43707476.9080707@veepee.com> Have you try with a simple mailling list ? Best regards, Hug Maxime Levasseur wrote: > Dear list > > I want to be a little bit more proactive through my RT 3.4.4 > Got a group called ' customers ' ( including x users ) and a queue > called 'planned work'. > When a new ticket is opened or modified by a staff member in this queue, > i want all the customers's group contacts to be notified by mail. With > the right ACL policy, users will access to this queue though the web > interface. I don't have any problem with this last point but with the > mail notification job. > > I suppose that i have to use a scrip like ' On Create Notify Other > Recipients with template xxxxxx ' and then i'll have to define ma > recipient list into the template, but i'm not geek enough to find the > easyest way to do it : ) > > Any help on this point will be appreciated. > Thanks again. > > Merry Christmas. > > Max. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > Download a free sample chapter from http://rtbook.bestpractical.com > > -- Hugues Lepesant ---------------------- Ing?nieur Exploitation VeePee Tel : +33 1 73 02 68 02 119 rue de Paris 92772 Boulogne Cedex FRANCE From maxime.levasseur at b3g-telecom.com Tue Nov 8 05:26:05 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Tue, 08 Nov 2005 11:26:05 +0100 Subject: [rt-users] Users Notification through RT.3.4.4 In-Reply-To: <43707476.9080707@veepee.com> References: <436F9A07.9030801@b3g-telecom.com> <43707476.9080707@veepee.com> Message-ID: <43707D3D.40303@b3g-telecom.com> Dear Hug, I don't think that a simple maling list would be the best way to deal with this case : It will work but managing RT users ( group = Customers ) through the web interface + managing a mailing list including all the customers' email contacts already entered in RT interface = double work quantity ... Got to find something more automatic Best Regards to you. Hugues Lepesant wrote: > Have you try with a simple mailling list ? > > Best regards, > Hug > > Maxime Levasseur wrote: > >> Dear list >> >> I want to be a little bit more proactive through my RT 3.4.4 >> Got a group called ' customers ' ( including x users ) and a queue >> called 'planned work'. >> When a new ticket is opened or modified by a staff member in this >> queue, i want all the customers's group contacts to be notified by >> mail. With the right ACL policy, users will access to this queue >> though the web interface. I don't have any problem with this last >> point but with the mail notification job. >> >> I suppose that i have to use a scrip like ' On Create Notify Other >> Recipients with template xxxxxx ' and then i'll have to define ma >> recipient list into the template, but i'm not geek enough to find the >> easyest way to do it : ) >> >> Any help on this point will be appreciated. >> Thanks again. >> >> Merry Christmas. >> >> Max. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Buy your copy of our new book, RT Essentials, today! >> Download a free sample chapter from http://rtbook.bestpractical.com >> >> > From cronfy at ipnet.ru Tue Nov 8 06:04:54 2005 From: cronfy at ipnet.ru (cronfy - ipnet) Date: Tue, 8 Nov 2005 14:04:54 +0300 Subject: [rt-users] Newline from base64 is not recognized Message-ID: <921777694.20051108140454@ipnet.ru> Hello everyone. I have RT v3.4.4. There is probably a bug of letter formatting in RT. When a letter is base64 encoded, RT does not handle newlines correctly and posts the entire message as a single line. There is an axample of such a message I've placed at http://cronfy.spb.ru/test/base64rt.msg. It contains of several lines separated by 0x0A. RT posts it into queue as a single line separated by nothing. Is there a way to fix this? I would be very thankful for any advice :-) -- cronfy mailto:cronfy at ipnet.ru From les at futuresource.com Tue Nov 8 08:58:40 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 08 Nov 2005 07:58:40 -0600 Subject: [rt-users] Users Notification through RT.3.4.4 In-Reply-To: <43707D3D.40303@b3g-telecom.com> References: <436F9A07.9030801@b3g-telecom.com> <43707476.9080707@veepee.com> <43707D3D.40303@b3g-telecom.com> Message-ID: <1131458320.22791.24.camel@les-home.futuresource.com> On Tue, 2005-11-08 at 04:26, Maxime Levasseur wrote: > I don't think that a simple maling list would be the best way to deal > with this case : It will work but managing RT users ( group = Customers > ) through the web interface + managing a mailing list including all the > customers' email contacts already entered in RT interface = double work > quantity ... > > Got to find something more automatic You could just make the customer group an admincc watcher on the queue although then they'd see each other's replies. Otherwise you can probably come up with an sql query to grab the addresses you want for a mailing. The sympa list manager might have a place to do the query for you but it seems complicated to set up. -- Les Mikesell les at futuresource.com From nixon at nsc.liu.se Tue Nov 8 09:06:16 2005 From: nixon at nsc.liu.se (Leif Nixon) Date: Tue, 08 Nov 2005 15:06:16 +0100 Subject: [rt-users] Email output encoding and "RT Essentials" In-Reply-To: <435A786F.5040601@bestpractical.com> (Jesse Vincent's message of "Sat, 22 Oct 2005 13:35:43 -0400") References: <20051021142838.GX26005@bestpractical.com> <435A786F.5040601@bestpractical.com> Message-ID: Jesse Vincent writes: > Leif Nixon wrote: >> Leif Nixon writes: >> >> >>>On the other hand, I now discovered that I18N.pm has a *hardcoded* >>>fallback from $EmailOutputEncoding to iso-8859-1 to utf-8, so if I >>>change $EmailOutputEncoding from its default value utf-8 to us-ascii, >>>I should get my dream behaviour already in RT 3.4.4, right? >> >> >> No, actually I don't understand SetMIMEEntityToEncoding in >> I18N.pm at all. > > > And based on your description, I agree that it's probably just...wrong. > I've opened a ticket. We have three or four issues in that chunk of code > that need looking at. We'll try to take care of them together, unless > some kind user beats us to it. I have sent a patch to rt-bugs at fsck.com, that sort of addresses this issue. (Should I have sent it to rt-devel instead?) Hopefully it can be of some use. -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From ben at atomicmatrix.net Tue Nov 8 09:04:47 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Tue, 8 Nov 2005 09:04:47 -0500 Subject: [rt-users] RT 3.5.5 - searching merged tickets issue Message-ID: <001501c5e46d$637c5cf0$324db784@mgh.harvard.edu> If I enter the ticket number of a ticket that's been merged into another in the top-right search box, the search produces 0 results. If I enter the real ID, I can access the ticket fine. Anyone have an idea of what to fix/where to look before I dive into this? I don't have much time these days to open the code anymore :-( Thanks, -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From scott at 4th.com Tue Nov 8 09:50:01 2005 From: scott at 4th.com (Scott Courtney) Date: Tue, 8 Nov 2005 09:50:01 -0500 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 -- SOLVED In-Reply-To: <1131431389.19301.40.camel@les-home.futuresource.com> References: <200511062331.31955.scott@4th.com> <200511072217.19235.scott@4th.com> <1131431389.19301.40.camel@les-home.futuresource.com> Message-ID: <200511080950.01714.scott@4th.com> On Tuesday 08 November 2005 01:29, Les Mikesell wrote: > > I only discovered the problem by accident. As I was trying Luke's suggestion > > for the password, and had previously been referencing records by ID number, > > as in "SELECT * FROM Users WHERE id=12;". In that case, however, I issued the > > command "SELECT * FROM Users WHERE name='root';" and was amazed that MySQL > > didn't match the record. > > Is your system default characterset latin1? ?If not, when does the > conversion happen when a non-default characterset is specified > at the table level in mysql? I'm pretty sure it's UTF-8 encoding, and I'm not sure about the character set. I haven't yet had time to test with specifying the charset at the table level. (At this point, I'm just glad to have my users back online. {GRIN}) Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From maxime.levasseur at b3g-telecom.com Tue Nov 8 09:51:32 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Tue, 08 Nov 2005 15:51:32 +0100 Subject: [rt-users] Users Notification through RT.3.4.4 In-Reply-To: <1131458320.22791.24.camel@les-home.futuresource.com> References: <436F9A07.9030801@b3g-telecom.com> <43707476.9080707@veepee.com> <43707D3D.40303@b3g-telecom.com> <1131458320.22791.24.camel@les-home.futuresource.com> Message-ID: <4370BB74.2000304@b3g-telecom.com> >You could just make the customer group an admincc watcher on >the queue although then they'd see each other's replies. > Works fine with this option ... the admin cc option wasn't clear for me. RT is a really great tool. Thanks again for your help. Max. From les at futuresource.com Tue Nov 8 10:01:52 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 08 Nov 2005 09:01:52 -0600 Subject: [rt-users] Users Notification through RT.3.4.4 In-Reply-To: <4370BB74.2000304@b3g-telecom.com> References: <436F9A07.9030801@b3g-telecom.com> <43707476.9080707@veepee.com> <43707D3D.40303@b3g-telecom.com> <1131458320.22791.24.camel@les-home.futuresource.com> <4370BB74.2000304@b3g-telecom.com> Message-ID: <1131462111.22791.29.camel@les-home.futuresource.com> On Tue, 2005-11-08 at 08:51, Maxime Levasseur wrote: > >You could just make the customer group an admincc watcher on > >the queue although then they'd see each other's replies. > > > Works fine with this option ... the admin cc option wasn't clear for me. > RT is a really great tool. >From your first message I thought you might want something more complicated. I have a few queues that are just used to notify a lot of people who don't otherwise interact with RT and for that I add a single dummy user with an email address that is really an internal email distribution group. -- Les Mikesell les at futuresource.com From les at futuresource.com Tue Nov 8 10:06:31 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 08 Nov 2005 09:06:31 -0600 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 -- SOLVED In-Reply-To: <200511080950.01714.scott@4th.com> References: <200511062331.31955.scott@4th.com> <200511072217.19235.scott@4th.com> <1131431389.19301.40.camel@les-home.futuresource.com> <200511080950.01714.scott@4th.com> Message-ID: <1131462391.22791.34.camel@les-home.futuresource.com> On Tue, 2005-11-08 at 08:50, Scott Courtney wrote: > On Tuesday 08 November 2005 01:29, Les Mikesell wrote: > > > I only discovered the problem by accident. As I was trying Luke's suggestion > > > for the password, and had previously been referencing records by ID number, > > > as in "SELECT * FROM Users WHERE id=12;". In that case, however, I issued the > > > command "SELECT * FROM Users WHERE name='root';" and was amazed that MySQL > > > didn't match the record. > > > > Is your system default characterset latin1? If not, when does the > > conversion happen when a non-default characterset is specified > > at the table level in mysql? > > I'm pretty sure it's UTF-8 encoding, and I'm not sure about the character > set. I haven't yet had time to test with specifying the charset at the table > level. (At this point, I'm just glad to have my users back online. {GRIN}) The table schema you posted did specify the charset at the table level, which mysql 4.x and up allows. I'm just not sure how and where conversions happen if that isn't the system default and thought it might be the cause of your problem although I don't know why it would be different between innodb and myisam tables. -- Les Mikesell les at futuresource.com From scott at 4th.com Tue Nov 8 10:23:34 2005 From: scott at 4th.com (Scott Courtney) Date: Tue, 8 Nov 2005 10:23:34 -0500 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 -- SOLVED In-Reply-To: <1131462391.22791.34.camel@les-home.futuresource.com> References: <200511062331.31955.scott@4th.com> <200511080950.01714.scott@4th.com> <1131462391.22791.34.camel@les-home.futuresource.com> Message-ID: <200511081023.35134.scott@4th.com> On Tuesday 08 November 2005 10:06, Les Mikesell wrote: > The table schema you posted did specify the charset at the > table level, which mysql 4.x and up allows. Yes, I noticed that. I didn't pick latin1; that was MySQL's default choice. I am not sure what the system default is. It's a brand-new server, and this issue hasn't arisen with any other software yet, so I hadn't paid much attention to it. > I'm just not sure > how and where conversions happen if that isn't the system > default and thought it might be the cause of your problem I agree; in fact, I am almost certain this is the cause. :-) > although I don't know why it would be different between > innodb and myisam tables. If I recall, MyISAM doesn't support certain character sets that are supported in InnoDB. I'll have to do some reading up on this in the MySQL docs. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From flatten at ecs.umass.edu Tue Nov 8 11:23:27 2005 From: flatten at ecs.umass.edu (Davin Flatten) Date: Tue, 08 Nov 2005 11:23:27 -0500 Subject: [rt-users] Creating a mulipart html/text autoreply template? Message-ID: <1131467007.24125.8.camel@privateer.ecs.umass.edu> Is there anyway to create an HTML/text multi-part email template in rt3? I tried overriding the Content-Type header to make a split email template but it seems that Rt overrides this particular heading. Has anyone successfully done this? Thanks you for any help anyone can provide. Sincerely, -- Davin Flatten Unix Systems Administrator Engineering Computer Services University of Massachusetts, Amherst From bfdi533 at cbacc-security3.mccombs.utexas.edu Tue Nov 8 11:59:21 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Tue, 08 Nov 2005 10:59:21 -0600 Subject: [rt-users] Forbidding attachments In-Reply-To: <200511071132.21391.scott@4th.com> References: <200511071132.21391.scott@4th.com> Message-ID: <1131469161.26247.36.camel@cbacc-security3.mccombs.utexas.edu> I have created a custom field and configured it to apply to tickets. I then added this custom field to my queue but it fails to show under "Bsaics" as I thought it should. What should I look at to determine why this custom field is not showing up? -- -------------------------- Ed Davison Sr. Systems Analyst McCombs School of Business 512-232-6620 voice From bfdi533 at cbacc-security3.mccombs.utexas.edu Tue Nov 8 12:00:10 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Tue, 08 Nov 2005 11:00:10 -0600 Subject: [rt-users] custom fields In-Reply-To: <1131469161.26247.36.camel@cbacc-security3.mccombs.utexas.edu> References: <200511071132.21391.scott@4th.com> <1131469161.26247.36.camel@cbacc-security3.mccombs.utexas.edu> Message-ID: <1131469210.26248.38.camel@cbacc-security3.mccombs.utexas.edu> Oops, wrong subject line (corrected). On Tue, 2005-11-08 at 10:59 -0600, Ed Davison wrote: > I have created a custom field and configured it to apply to tickets. > > I then added this custom field to my queue but it fails to show under > "Bsaics" as I thought it should. > > What should I look at to determine why this custom field is not showing > up? > -- -------------------------- Ed Davison Sr. Systems Analyst McCombs School of Business 512-232-6620 voice From bfdi533 at cbacc-security3.mccombs.utexas.edu Tue Nov 8 12:02:17 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Tue, 08 Nov 2005 11:02:17 -0600 Subject: [rt-users] reply template Message-ID: <1131469337.26250.40.camel@cbacc-security3.mccombs.utexas.edu> I know that it is possible to create a template that is used by various parts of the RT system to handle/respond to various situations. But, I have not been able to figure out how to do the following: I have a queue that handles requests for certain permissions. Once the permissions have been taken care of I want to send out a "standard" reply with certain information in it. But, I do not want this to be the "resolved" template or they would get this info every time I closed the ticket. If they responded back with more questions I do not want them to get this "stanard reply" again. Is there a way to setup a template that can be used in this way? -- -------------------------- Ed Davison Sr. Systems Analyst McCombs School of Business 512-232-6620 voice From rfh at pipex.net Tue Nov 8 12:13:53 2005 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 08 Nov 2005 17:13:53 +0000 Subject: [rt-users] Users Notification through RT.3.4.4 In-Reply-To: <43707476.9080707@veepee.com> References: <436F9A07.9030801@b3g-telecom.com> <43707476.9080707@veepee.com> Message-ID: <4370DCD1.5020809@pipex.net> what you are looking for is much more simplier .. set your Customers group as CC watchers on your planned work queue .. then make sure you have 2 scrips 1- with condittion On Create and action notify cc 2- with condition On Correspondence and action notify cc No perl to write, all from the front end, Roy Hugues Lepesant wrote: > Have you try with a simple mailling list ? > > Best regards, > Hug > > Maxime Levasseur wrote: > >> Dear list >> >> I want to be a little bit more proactive through my RT 3.4.4 >> Got a group called ' customers ' ( including x users ) and a queue >> called 'planned work'. >> When a new ticket is opened or modified by a staff member in this >> queue, i want all the customers's group contacts to be notified by >> mail. With the right ACL policy, users will access to this queue >> though the web interface. I don't have any problem with this last >> point but with the mail notification job. >> >> I suppose that i have to use a scrip like ' On Create Notify Other >> Recipients with template xxxxxx ' and then i'll have to define ma >> recipient list into the template, but i'm not geek enough to find the >> easyest way to do it : ) >> >> Any help on this point will be appreciated. >> Thanks again. >> >> Merry Christmas. >> >> Max. >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Buy your copy of our new book, RT Essentials, today! >> Download a free sample chapter from http://rtbook.bestpractical.com >> >> > From bfdi533 at cbacc-security3.mccombs.utexas.edu Tue Nov 8 12:17:58 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Tue, 08 Nov 2005 11:17:58 -0600 Subject: [rt-users] custom fields In-Reply-To: <1131469210.26248.38.camel@cbacc-security3.mccombs.utexas.edu> References: <200511071132.21391.scott@4th.com> <1131469161.26247.36.camel@cbacc-security3.mccombs.utexas.edu> <1131469210.26248.38.camel@cbacc-security3.mccombs.utexas.edu> Message-ID: <1131470278.26250.44.camel@cbacc-security3.mccombs.utexas.edu> Well, looks like I did not did deep enough (and just read the screen/menu). I fixed the display by adding the SeeCustomField permission to privileged users and the group that my user is a part of. I also added ModifyCustomField permission to the same. Now I get an error message that says: Could not add new custom field value. The only right I have not applied is AdminCustomField. Does that need to be added in order to add a new value to the custom field? By name it would not be logical to need that right. Ed On Tue, 2005-11-08 at 11:00 -0600, Ed Davison wrote: > Oops, wrong subject line (corrected). > > On Tue, 2005-11-08 at 10:59 -0600, Ed Davison wrote: > > I have created a custom field and configured it to apply to tickets. > > > > I then added this custom field to my queue but it fails to show under > > "Bsaics" as I thought it should. > > > > What should I look at to determine why this custom field is not showing > > up? > > -- -------------------------- Ed Davison Sr. Systems Analyst McCombs School of Business 512-232-6620 voice From bfdi533 at cbacc-security3.mccombs.utexas.edu Tue Nov 8 11:50:08 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Tue, 08 Nov 2005 10:50:08 -0600 Subject: [rt-users] reply template In-Reply-To: References: Message-ID: <1131468608.26284.33.camel@cbacc-security3.mccombs.utexas.edu> I know that it is possible to create a template that is used by various parts of the RT system to handle/respond to various situations. But, I have not been able to figure out how to do the following: I have a queue that handles requests for certain permissions. Once the permissions have been taken care of I want to send out a "standard" reply with certain information in it. But, I do not want this to be the "resolved" template or they would get this info every time I closed the ticket. If they responded back with more questions I do not want them to get this "stanard reply" again. Is there a way to setup a template that can be used in this way? -- -------------------------- Ed Davison Sr. Systems Analyst McCombs School of Business 512-232-6620 voice From rfh at pipex.net Tue Nov 8 12:24:56 2005 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 08 Nov 2005 17:24:56 +0000 Subject: [rt-users] custom fields In-Reply-To: <1131470278.26250.44.camel@cbacc-security3.mccombs.utexas.edu> References: <200511071132.21391.scott@4th.com> <1131469161.26247.36.camel@cbacc-security3.mccombs.utexas.edu> <1131469210.26248.38.camel@cbacc-security3.mccombs.utexas.edu> <1131470278.26250.44.camel@cbacc-security3.mccombs.utexas.edu> Message-ID: <4370DF68.2050109@pipex.net> Ed Davison wrote: >Well, looks like I did not did deep enough (and just read the >screen/menu). > >I fixed the display by adding the SeeCustomField permission to >privileged users and the group that my user is a part of. I also added >ModifyCustomField permission to the same. > >Now I get an error message that says: Could not add new custom field >value. > >The only right I have not applied is AdminCustomField. Does that need >to be added in order to add a new value to the custom field? By name it >would not be logical to need that right. > > > Its very logical and you only need to apply this right if someone need to add or remove custom fields. R From rob at unixadministrator.org Tue Nov 8 13:15:30 2005 From: rob at unixadministrator.org (Robert Fleming) Date: Tue, 08 Nov 2005 11:15:30 -0700 Subject: [rt-users] RT Grindingly slow over DSL Message-ID: <4370EB42.8000708@unixadministrator.org> I have installed RT 3.2.1 on apache2/mod_perl config. The server is a old PIII 800mhz 512 with a 20gig disk. The machine is quick to display pages over the Lan. However when I'm home using it it's apaulingly slow. For instance a to load the new query page which is a static size it's taking 2 minutes to display. I've been watching the load on the server and it's less than 2% while loading the page. Mind you there is probably some SSH over head but I've seen faster performance from our fat client applicatons on the same connection. Wondering what I should begin looking at? From mfarver at ticom.com Tue Nov 8 13:52:46 2005 From: mfarver at ticom.com (Mark Farver) Date: Tue, 08 Nov 2005 12:52:46 -0600 Subject: [rt-users] RT Grindingly slow over DSL In-Reply-To: <4370EB42.8000708@unixadministrator.org> References: <4370EB42.8000708@unixadministrator.org> Message-ID: <4370F3FE.4000508@ticom.com> Robert Fleming wrote: > I have installed RT 3.2.1 on apache2/mod_perl config. The server is a > old PIII 800mhz 512 with a 20gig disk. The machine is quick to > display pages over the Lan. However when I'm home using it it's > apaulingly slow. For instance a to load the new query page which is a > static size it's taking 2 minutes to display. I've been watching the > load on the server and it's less than 2% while loading the page. Mind > you there is probably some SSH over head but I've seen faster > performance from our fat client applicatons on the same connection. > Wondering what I should begin looking at? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > You'll need to provide more details about how you are connecting. RT's HTML is a little verbose, but it still works well over low bandwidth connections. You mention SSH, so I have to guess you are doing port redirection (often slow, especially if compression is not turned on) or worse PPP over SSH.. (very very bad) If possible switch to an SSL connection while testing, or use a straight http connection. Verify SSH is using compression. Fire up a packet monitor to look for excessive IP Fragmentation. Proxy server on the client end... those would be my first guesses. If you really need need VPN functionality, try OpenVPN instead of SSH port redirection.. it is generally faster and far more flexible. Mark Farver From todd at chaka.net Tue Nov 8 14:51:58 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 8 Nov 2005 14:51:58 -0500 Subject: [rt-users] Forbidding attachments In-Reply-To: <200511071132.21391.scott@4th.com> References: <200511071132.21391.scott@4th.com> Message-ID: <20051108195158.GI3595@chaka.net> On Mon, Nov 07, 2005 at 11:32:20AM -0500, Scott Courtney wrote: > I notice that RT's site config allows one to restrict the size of attachments > allowed with email correspondence to a ticket. Is it possible to set a policy > of not allowing any attachments at all, email or otherwise? In other words, > I want to restrict my RT tickets to only plain text, and force users to > put their files elsewhere. > > Will setting the attachment size to zero accomplish this? > > Kind regards, > > Scott > Scott, Looking at RT's code, setting to zero won't work. I would set it to 1. Also set DropLongAttachments. -Todd From lists at akphs.com Tue Nov 8 15:35:02 2005 From: lists at akphs.com (Phil Smith III) Date: Tue, 8 Nov 2005 15:35:02 -0500 Subject: [rt-users] Case sensitivity in $rtname Message-ID: <015501c5e4a3$e55c22b0$6a01090a@Basement2> The rtname specified in RT_SiteConfig.pm is handled in a case-sensitive manner by RT. That is, if your rtname is "foo.com" and someone replies to a ticket with "Foo.com", a new ticket gets created. This seems both counterproductive and unintuitive, especially since the norm seems to be to use a domain name, and those are case-insensitive. Looking at the code in Email.pm, I see: if ( $Subject =~ s/\[$test_name\s+\#(\d+)\s*\]//i ) { My Perl is weak, but my (and some more Perl-enabled colleagues') reading of it is that the trailing /i is supposed to make this case-insensitive. However, both the current behavior of RT (3.4.4) and some experimentation suggest to me that the /i is being ignored (note "suggest": again, I may simply not be grokking in fullness). Can anyone with better Perl skills suggest whether this is behaving as expected, and if not, how to easily correct it? I spent a while tinkering but succeeded only in breaking RT (yes, I'd saved the original Email.pm and put it back). Even if it is working as designed, can you suggest how to get it to do a case-insensitive comparison? ...phsiii From bobg at uic.edu Tue Nov 8 16:05:51 2005 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 08 Nov 2005 15:05:51 -0600 Subject: [rt-users] Forbidding attachments In-Reply-To: Your message of "Tue, 08 Nov 2005 14:51:58 EST." <20051108195158.GI3595@chaka.net> Message-ID: <200511082105.jA8L5pmI003197@remora.cc.uic.edu> In my case, we put a procmail rule in, ahead of rt-mailgate, that checks for attachments and bounces a "please try again without attachemnts" note. bobg >On Mon, Nov 07, 2005 at 11:32:20AM -0500, Scott Courtney wrote: >> I notice that RT's site config allows one to restrict the size of attachment >s >> allowed with email correspondence to a ticket. Is it possible to set a polic >y >> of not allowing any attachments at all, email or otherwise? In other words, >> I want to restrict my RT tickets to only plain text, and force users to >> put their files elsewhere. >> >> Will setting the attachment size to zero accomplish this? >> >> Kind regards, >> >> Scott >> > >Scott, > >Looking at RT's code, setting to zero won't work. I would set it >to 1. Also set DropLongAttachments. > >-Todd >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > From hdimer at prolexic.com Tue Nov 8 16:15:18 2005 From: hdimer at prolexic.com (Haim Dimer) Date: Tue, 8 Nov 2005 16:15:18 -0500 Subject: [rt-users] Assign on reply Message-ID: I have an email address all my customers use to contact us (support@). Whenever they send an email to this address, it creates a ticket. That's great. Now I have noc people replying to these emails, which goes through RT and changes the status of a ticket from new to open when there is a reply. That's great. I want RT to automatically assign the ticket to the person who first replied to the ticket email. RT needs to be sure that this person is an RT user. I think that's what the scrips are for, I'm just not sure as to how to do it. Haim Dimer Systems Administrator Prolexic Technologies Office: 866-800-0366 x 1023 Fax: 954-925-6642 www.prolexic.com hdimer at prolexic.com From Joseph_Micciche at Progressive.com Tue Nov 8 16:28:49 2005 From: Joseph_Micciche at Progressive.com (Joseph Micciche) Date: Tue, 8 Nov 2005 16:28:49 -0500 Subject: [rt-users] RT Rights Matrix install issue In-Reply-To: <20051025160005.90A444D8133@diesel.bestpractical.com> Message-ID: When attempting install of RT Rights Matrix, I'm prompted for the location of RT.pm. I input the path - in our case, /usr/local/rt/lib - and get prompted again. The install script never accepts the path. RTHOME=/usr/local/rt perl Makefile.pl or RTHOME=/usr/local/rt perl Makefile.pl both result in Cannot find the location of RT.pm that defines $RT::LocalPath in: inc . /usr/lib/perl5/5.8.0/i386-linux-thread-multi /usr/lib/perl5/5.8.0 /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl /usr/local/rt /usr/local/rt/lib /opt/rt3/lib /opt/lib/rt3 /opt/lib /usr/local/rt3/lib /usr/local/lib/rt3 /usr/local/lib /home/rt3/lib /home/lib/rt3 /home/lib /usr/rt3/lib /usr/lib/rt3 /usr/lib /sw/rt3/lib /sw/lib/rt3 /sw/lib Path to your RT.pm: Even if I input the path here, I just keep getting this prompt. [root at rtdev01 RTx-RightsMatrix-0.02.05]# find / -name RT.pm /usr/local/rt/lib/RT.pm I presume this is a bug? Install on RHEL V3.0, RT3.5.5 as root user. Joe Micciche From todd at chaka.net Tue Nov 8 17:27:09 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 8 Nov 2005 17:27:09 -0500 Subject: [rt-users] RT Rights Matrix install issue In-Reply-To: References: <20051025160005.90A444D8133@diesel.bestpractical.com> Message-ID: <20051108222709.GK3595@chaka.net> On Tue, Nov 08, 2005 at 04:28:49PM -0500, Joseph Micciche wrote: > > > When attempting install of RT Rights Matrix, I'm prompted for the location > of RT.pm. I input the path - in our case, /usr/local/rt/lib - and get > prompted again. The install script never accepts the path. > > RTHOME=/usr/local/rt perl Makefile.pl > > or > > RTHOME=/usr/local/rt perl Makefile.pl > > both result in > Both of those are the same and are both wrong. Try: RTHOME=/usr/local/rt perl Makefile.PL If that is what you tried you might have a permissions issue. To test that try: perl -I/usr/local/rt/lib -MRT -e 0 -Todd From adnichols at gmail.com Tue Nov 8 16:59:39 2005 From: adnichols at gmail.com (Aaron Nichols) Date: Tue, 8 Nov 2005 13:59:39 -0800 Subject: [rt-users] "More About user" section not appearing when viewing tickets submitted by users who are granted rights in RT Message-ID: Hello Everyone, Since this has been the case since I installed RT 3.4.2 and is still true in 3.4.4, I assume this is either a config issue on my end or 'by design'. When viewing a ticket submitted by a user who is not granted rights in RT (user was created automatically upon email submission) I get a section under "Links" labeled "More About Lastname, Firstname...". I can click that link to get more info about them. This section also lists other tickets they have open and any comments about them in that section below. I do not see this section when viewing ticket submitted by users who have rights in RT, even when they submit the ticket via email. Why is that and is there some way to make it so that I can see this information for users who are granted rights in RT as well as "non privileged" users? Most users who are granted rights were setup manually vs. being automatically created via email - could it be some formatting problem with the way the users were originally setup? Running RT 3.4.4 w/ fastcgi. Glad to provide additional details if desired. Thanks again, great product - it says a lot (to me, if to nobody else) that this is really the only issue I have with RT so far. Aaron From tim.berger at gmail.com Tue Nov 8 17:32:46 2005 From: tim.berger at gmail.com (Tim Berger) Date: Tue, 8 Nov 2005 14:32:46 -0800 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds Message-ID: With RT 3.4.4, I can't seem to make unprivileged users privileged any more. After setting the checkmark and choosing "Save Changes", mason seems to go off into the weeds, using java-like quantities of cpu and memory until I kill it. This is an upgraded installation from 3.0.10, if that makes any difference. Any ideas? Thanks in advance. Here's an exerpt from an strace: read(3, "\22CachedGroupMembers\10Disabled\3\6\0\0"..., 38) = 38 | 00000 12 43 61 63 68 65 64 47 72 6f 75 70 4d 65 6d 62 .CachedG roupMemb | | 00010 65 72 73 08 44 69 73 61 62 6c 65 64 03 06 00 00 ers.Disa bled.... | | 00020 01 02 03 01 40 00 .... at . | read(3, "\1\0\0\10", 4) = 4 | 00000 01 00 00 08 .... | read(3, "\376", 1) = 1 | 00000 fe . | read(3, "\1\0\0\t", 4) = 4 | 00000 01 00 00 09 .... | read(3, "\376", 1) = 1 | 00000 fe . | time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 time(NULL) = 1131484860 fcntl64(3, F_SETFL, O_RDWR|O_NONBLOCK) = 0 read(3, 0x90e51c0, 8192) = -1 EAGAIN (Resource temporarily unavailable) fcntl64(3, F_SETFL, O_RDWR) = 0 write(3, "\\\0\0\0\3SELECT * FROM CachedGroupM"..., 96) = 96 read(3, "\1\0\0\1", 4) = 4 | 00000 01 00 00 01 .... | read(3, "\6", 1) = 1 | 00000 06 . | read(3, " \0\0\2", 4) = 4 | 00000 20 00 00 02 ... | read(3, "\22CachedGroupMembers\2id\3\v\0\0\1\3\3\3B\0", 32) = 32 | 00000 12 43 61 63 68 65 64 47 72 6f 75 70 4d 65 6d 62 .CachedG roupMemb | | 00010 65 72 73 02 69 64 03 0b 00 00 01 03 03 03 42 00 ers.id.. ......B. | testdeps shows the following. Does anyhing look questionable? perl: 5.8.3...found users: rt group (rt)...found bin owner (root)...found libs owner (root)...found libs group (bin)...found web owner (rt)...found web group (rt)...found MASON dependencies: Params::Validate 0.02...found Cache::Cache ...found Exception::Class 1.14...found HTML::Mason 1.23...found MLDBM ...found Errno ...found FreezeThaw ...found Digest::MD5 2.27...found CGI::Cookie 1.20...found Storable 2.08...found Apache::Session 1.53...found XML::RSS 1.05...found HTTP::Server::Simple 0.07...found HTTP::Server::Simple::Mason 0.09...found Text::WikiFormat ...found MAILGATE dependencies: HTML::TreeBuilder ...found HTML::FormatText ...found Getopt::Long ...found LWP::UserAgent ...found CLI dependencies: Getopt::Long 2.24...found CORE dependencies: Digest::base ...found Digest::MD5 2.27...found DBI 1.37...found Test::Inline ...found Class::ReturnValue 0.40...found DBIx::SearchBuilder 1.26...found Text::Template ...found File::Spec 0.8...found HTML::Entities ...found HTML::Scrubber 0.08...found Net::Domain ...found Log::Dispatch 2.0...found Locale::Maketext 1.06...found Locale::Maketext::Lexicon 0.32...found Locale::Maketext::Fuzzy ...found MIME::Entity 5.108...found Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found Time::HiRes ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Tree::Simple 1.04...found Scalar::Util ...found Module::Versions::Report ...found Cache::Simple::TimedExpiry ...found XML::Simple ...found DEV dependencies: Regexp::Common ...found Test::Inline ...found Apache::Test ...found HTML::Form ...found HTML::TokeParser ...found WWW::Mechanize ...found Test::WWW::Mechanize ...found Module::Refresh 0.03...found MYSQL dependencies: DBD::mysql 2.1018...found -- -Tim From ruslan.zakirov at gmail.com Tue Nov 8 17:43:55 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 01:43:55 +0300 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: References: Message-ID: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> In the RT log should be something like "deep recursion in...", do you see it? IMHO this was fixed and fix is in 3.4.5-pre1. On 11/9/05, Tim Berger wrote: > With RT 3.4.4, I can't seem to make unprivileged users privileged any > more. After setting the checkmark and choosing "Save Changes", mason > seems to go off into the weeds, using java-like quantities of cpu and > memory until I kill it. This is an upgraded installation from 3.0.10, > if that makes any difference. > > Any ideas? Thanks in advance. > > Here's an exerpt from an strace: > read(3, "\22CachedGroupMembers\10Disabled\3\6\0\0"..., 38) = 38 > | 00000 12 43 61 63 68 65 64 47 72 6f 75 70 4d 65 6d 62 .CachedG roupMemb | > | 00010 65 72 73 08 44 69 73 61 62 6c 65 64 03 06 00 00 ers.Disa bled.... | > | 00020 01 02 03 01 40 00 .... at . | > read(3, "\1\0\0\10", 4) = 4 > | 00000 01 00 00 08 .... | > read(3, "\376", 1) = 1 > | 00000 fe . | > read(3, "\1\0\0\t", 4) = 4 > | 00000 01 00 00 09 .... | > read(3, "\376", 1) = 1 > | 00000 fe . | > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > time(NULL) = 1131484860 > fcntl64(3, F_SETFL, O_RDWR|O_NONBLOCK) = 0 > read(3, 0x90e51c0, 8192) = -1 EAGAIN (Resource > temporarily unavailable) > fcntl64(3, F_SETFL, O_RDWR) = 0 > write(3, "\\\0\0\0\3SELECT * FROM CachedGroupM"..., 96) = 96 > read(3, "\1\0\0\1", 4) = 4 > | 00000 01 00 00 01 .... | > read(3, "\6", 1) = 1 > | 00000 06 . | > read(3, " \0\0\2", 4) = 4 > | 00000 20 00 00 02 ... | > read(3, "\22CachedGroupMembers\2id\3\v\0\0\1\3\3\3B\0", 32) = 32 > | 00000 12 43 61 63 68 65 64 47 72 6f 75 70 4d 65 6d 62 .CachedG roupMemb | > | 00010 65 72 73 02 69 64 03 0b 00 00 01 03 03 03 42 00 ers.id.. ......B. | > > testdeps shows the following. Does anyhing look questionable? > > perl: > 5.8.3...found > users: > rt group (rt)...found > bin owner (root)...found > libs owner (root)...found > libs group (bin)...found > web owner (rt)...found > web group (rt)...found > MASON dependencies: > Params::Validate 0.02...found > Cache::Cache ...found > Exception::Class 1.14...found > HTML::Mason 1.23...found > MLDBM ...found > Errno ...found > FreezeThaw ...found > Digest::MD5 2.27...found > CGI::Cookie 1.20...found > Storable 2.08...found > Apache::Session 1.53...found > XML::RSS 1.05...found > HTTP::Server::Simple 0.07...found > HTTP::Server::Simple::Mason 0.09...found > Text::WikiFormat ...found > MAILGATE dependencies: > HTML::TreeBuilder ...found > HTML::FormatText ...found > Getopt::Long ...found > LWP::UserAgent ...found > CLI dependencies: > Getopt::Long 2.24...found > CORE dependencies: > Digest::base ...found > Digest::MD5 2.27...found > DBI 1.37...found > Test::Inline ...found > Class::ReturnValue 0.40...found > DBIx::SearchBuilder 1.26...found > Text::Template ...found > File::Spec 0.8...found > HTML::Entities ...found > HTML::Scrubber 0.08...found > Net::Domain ...found > Log::Dispatch 2.0...found > Locale::Maketext 1.06...found > Locale::Maketext::Lexicon 0.32...found > Locale::Maketext::Fuzzy ...found > MIME::Entity 5.108...found > Mail::Mailer 1.57...found > Net::SMTP ...found > Text::Wrapper ...found > Time::ParseDate ...found > Time::HiRes ...found > File::Temp ...found > Term::ReadKey ...found > Text::Autoformat ...found > Text::Quoted 1.3...found > Tree::Simple 1.04...found > Scalar::Util ...found > Module::Versions::Report ...found > Cache::Simple::TimedExpiry ...found > XML::Simple ...found > DEV dependencies: > Regexp::Common ...found > Test::Inline ...found > Apache::Test ...found > HTML::Form ...found > HTML::TokeParser ...found > WWW::Mechanize ...found > Test::WWW::Mechanize ...found > Module::Refresh 0.03...found > MYSQL dependencies: > DBD::mysql 2.1018...found > > -- > -Tim > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From tim.berger at gmail.com Tue Nov 8 18:01:12 2005 From: tim.berger at gmail.com (Tim Berger) Date: Tue, 8 Nov 2005 15:01:12 -0800 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> Message-ID: On 11/8/05, Ruslan Zakirov wrote: > In the RT log should be something like "deep recursion in...", do you see it? > IMHO this was fixed and fix is in 3.4.5-pre1. Yeah, sure do. Thanks for the info - whatever bug was fixed, that very well may be what is affecting us. If anyone knows what this bug was and if I can just drop in a patch to 3.4.4, please let me know. If not, maybe I'll take us to 3.4.5-pre1, but everything else is working fine for us in 3.4.4. Thanks for the super-fast response Ruslan! > On 11/9/05, Tim Berger wrote: > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > more. After setting the checkmark and choosing "Save Changes", mason > > seems to go off into the weeds, using java-like quantities of cpu and > > memory until I kill it. This is an upgraded installation from 3.0.10, > > if that makes any difference. > > > > Any ideas? Thanks in advance. -snip- > > -- > Best regards, Ruslan. > -- -Tim From ruslan.zakirov at gmail.com Tue Nov 8 18:04:36 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 02:04:36 +0300 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> Message-ID: <589c94400511081504i78d6ed00yc662a19dc338ce33@mail.gmail.com> On 11/9/05, Tim Berger wrote: > On 11/8/05, Ruslan Zakirov wrote: > > In the RT log should be something like "deep recursion in...", do you see it? > > IMHO this was fixed and fix is in 3.4.5-pre1. > > Yeah, sure do. Thanks for the info - whatever bug was fixed, that > very well may be what is affecting us. If anyone knows what this bug > was and if I can just drop in a patch to 3.4.4, please let me know. > If not, maybe I'll take us to 3.4.5-pre1, but everything else is > working fine for us in 3.4.4. Try revision 3854 from bestpractical's svn server. > > Thanks for the super-fast response Ruslan! > > > On 11/9/05, Tim Berger wrote: > > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > > more. After setting the checkmark and choosing "Save Changes", mason > > > seems to go off into the weeds, using java-like quantities of cpu and > > > memory until I kill it. This is an upgraded installation from 3.0.10, > > > if that makes any difference. > > > > > > Any ideas? Thanks in advance. > -snip- > > > > -- > > Best regards, Ruslan. > > > > > -- > -Tim > -- Best regards, Ruslan. From travis.campbell at amd.com Tue Nov 8 18:07:31 2005 From: travis.campbell at amd.com (Travis Campbell) Date: Tue, 8 Nov 2005 17:07:31 -0600 Subject: [rt-users] Assign on reply In-Reply-To: References: Message-ID: <20051108230731.GB9113@mpdtxmail.amd.com> On Tue, Nov 08, 2005 at 04:15:18PM -0500, Haim Dimer wrote: > I have an email address all my customers use to contact us > (support@). Whenever they send an email to this address, it creates a > ticket. That's great. > > Now I have noc people replying to these emails, which goes through RT > and changes the status of a ticket from new to open when there is a > reply. That's great. > > I want RT to automatically assign the ticket to the person who first > replied to the ticket email. RT needs to be sure that this person is > an RT user. I think that's what the scrips are for, I'm just not sure > as to how to do it. You can do this by creating a custom scrip: Description: Auto take on correspond Condition: User defined Action: User defined Template: Blank Stage: Transaction Create Custom Condition: if ($self->TransactionObj->Type eq "Correspond" or $self->TransactionObj->Type eq "Comment") { return 1; } else { return undef; } Custom Action Preparation: return 1; Custom Action Code: # get actor ID my $Actor = $self->TransactionObj->Creator; # 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; # bail if no right to own ticket return 1 unless $self->TransactionObj->CreatorObj->HasRight( Object => $self->TicketObj->QueueObj, Right=> 'OwnTicket' ); # 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( "Failed to assign to $Actor: $msg" ); return undef; } return 1; Travis -- Travis Campbell - Unix Systems Administrator = travis at mpdtxmail.amd.com 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell at amd.com TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster at mpdtxmail.amd.com ============================================================================= "Does anything work as expected?" Yes. An axe through the CPU. From ruslan.zakirov at gmail.com Tue Nov 8 18:14:18 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 02:14:18 +0300 Subject: [rt-users] Setting Due dates in scripts In-Reply-To: References: Message-ID: <589c94400511081514g295f74a5y168df6a19f785e6a@mail.gmail.com> Time::ParseDate is used for parsing ticket's date input fields. You could try some advanced variants: http://wiki.bestpractical.com/index.cgi?SearchOnDates Have named page wrong. me--. Page should be renamed into "DatesInWebUI" or something like this. On 11/7/05, Steven E. Ames wrote: > > I've only had luck with MM-DD-YYYY. Other formats have produced... odd results. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stewart > > Tranter > > Sent: Monday, November 07, 2005 11:12 AM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Setting Due dates in scripts > > > > > > Hello, > > > > Can anyone tell me what the SetDue method of the Ticket > > object expects > > in terms of date format, i.e. is it Unix or YYYY-MM-DD or > > something else? > > > > Thanks, > > > > Stewart > > ------------------------------------------------ > > Stewart Tranter > > Computing Services > > Loughborough University > > > > E: s.g.tranter at lboro.ac.uk > > W: http://www.lboro.ac.uk/computing/ > > T: +44 (0) 1509 223719 > > F: +44 (0) 1509 223989 > > ------------------------------------------------ > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 8 18:43:26 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 02:43:26 +0300 Subject: [rt-users] RT on Windows In-Reply-To: References: <20051107170006.0AA444D8123@diesel.bestpractical.com> Message-ID: <589c94400511081543s162d9a1fv1a0348671f410779@mail.gmail.com> Don't use windows, but if apache says that it couldn't *find* then it means path in PerlRequire is wrong. try from cmd: perl -e 'require "Path-to-Webmux.pl/webmux.pl"' On 11/7/05, d w wrote: > Dear all, > > I'm trying to install RT 3.5.5 from sources (with the aid of cygwin) on > Windows XPSP2 with Apache 2.0.54 and modperl 2.0.2; using Activeperl > 5.8.7.613. I have configured Apache to load RT if given a path like > http://localhost/rt with the Alias Directive. > > However, as soon as I enable in http.conf the line > > PerlRequire "Path-to-Webmux.pl/webmux.pl" > > I cannot start the Apache service anymore. And the apache errorlog only > tells me 'cannot load "Path-to-Webmux.pl/webmux.pl" on localhost:80'. If I > disable said line, I get to the webpage which tells me 'ok, you have rt > installed but you need to configure your webserver...'. > > I couldn't find anymore hints/tips/leads either in the mailing list archive > nor on the wiki... > > Now, I'm by no ways an apache and perl expert, so I'm completely lost and > would appreciate any hints for further investigations. > > Thanks. > > Donat > > _________________________________________________________________ > Be the first to hear what's new at MSN - sign up to our free newsletters! > http://www.msn.co.uk/newsletters > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 8 18:45:20 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 02:45:20 +0300 Subject: [rt-users] RTFM port for FreeBSD? In-Reply-To: <20051107194852.GN84071@ack.Berkeley.EDU> References: <20051107194852.GN84071@ack.Berkeley.EDU> Message-ID: <589c94400511081545k6e1ecd60h2238e4005b2c5b00@mail.gmail.com> On 11/7/05, Myra Chachkin wrote: > Hi rt-users and rtfm-devel, > > Reposting from the rt-devel list in hopes of a response... > Is anyone currently working on creating a port of RTFM for > FreeBSD, or integrating RTFM as an option for the rt3 port? IMHO if it is not in BSD's ports or bugzilla then nobody work on this. > > Thanks, > Myra > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 8 18:51:05 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 02:51:05 +0300 Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) In-Reply-To: <436FAF09.1000400@engr.orst.edu> References: <436FAF09.1000400@engr.orst.edu> Message-ID: <589c94400511081551n242aeb4esca198a2d127ab821@mail.gmail.com> Why don't you want use SelfService? It only needs registration page if you want allow user to create new accounts. On 11/7/05, Kyle Altendorf wrote: > I am looking for comments regarding a file to use as a > non-authenticated ticket creation page. I know the accepted > practice is to write a CGI script to generate an email to the rt > alias. In fact, I did write one about three years ago. Super > simple for a general script, but a bit more complicated when > considering the need to allow the user to specify values for all > the custom fields. Of course, I don't want to simply copy the > current list of options into a static page. I would like them > to be read directly from the RT database. > > Does anyone have such a script already written that they would > be willing to share? I would use the one I wrote which had all > the features I need except that in my absense over the past few > years the file was lost. If I can't find one from someone else, > I guess it's time to relearn the RT API. If I get it working, > I'll be happy to share it with whomever wants a copy. Free > backup services if nothing else is how I see it, though > hopefully someone would find it useful. > > thanks, > kyle -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 8 18:54:11 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 02:54:11 +0300 Subject: [rt-users] Comments / resolution included in resolved ticketemail? In-Reply-To: References: Message-ID: <589c94400511081554w5ce29aa5p1bf7e46511f9aedc@mail.gmail.com> IMHO you need http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail On 11/7/05, Torsten Brumm wrote: > Hi ZB, > > Small mistake: > > CONDITION: ON RESOLVE > ACTION: NOTIFY REQUESTOR > TEMPLATE: Choose the one you have created. > > Callto://torsten_brumm > > Thanks in advance > .... > : Torsten Brumm > : IT Security Engineer > : > : Kuehne + Nagel > : HAM - MI-C > : > : Ferdinand Strasse 29-33 > : 20095 Hamburg > : > : +49 (40) 329 15 199 > : +49 (40) 329 15 500 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > .... > > > -----Urspr?ngliche Nachricht----- > > Von: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > > von Torsten Brumm > > Gesendet: Montag, 7. November 2005 21:39 > > An: 'ZB'; rt-users at lists.bestpractical.com > > Betreff: AW: [rt-users] Comments / resolution included in > > resolved ticketemail? > > > > Hi ZB, > > > > Have you played around with the build in scrips? Creat a > > Template with the answer you need and a scrip with the > > ACTION: ON RESOLVE > > CONDITION: NOTIFY REQUESTOR > > TEMPLATE: Choose the one you have created. > > > > Callto://torsten_brumm > > > > Thanks in advance > > .... > > : Torsten Brumm > > : IT Security Engineer > > : > > : Kuehne + Nagel > > : HAM - MI-C > > : > > : Ferdinand Strasse 29-33 > > : 20095 Hamburg > > : > > : +49 (40) 329 15 199 > > : +49 (40) 329 15 500 > > : > > : torsten.brumm at kuehne-nagel.com > > : www.kn-portal.com > > : icq: 78258840 > > .... > > > > > -----Urspr?ngliche Nachricht----- > > > Von: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von ZB > > > Gesendet: Montag, 7. November 2005 21:03 > > > An: rt-users at lists.bestpractical.com > > > Betreff: [rt-users] Comments / resolution included in > > resolved ticket > > > email? > > > > > > Hi > > > > > > I'm trying to figure out a way to add comments to the email that's > > > sent to notify a requestor that a ticket was resolved. > > > It's currently using the default > > > > > > "According to our records, your request has been resolved. > > If you have > > > any further questions or concerns, please respond to this message." > > > > > > but is there anyway to add the text of the comment that was > > set when > > > the ticket was actually resolved with this message also? > > > > > > Thanks! > > > > > > ZB > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > Download a free sample chapter from http://rtbook.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 > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From thanh at coral8.com Tue Nov 8 18:27:04 2005 From: thanh at coral8.com (Thanh Tran) Date: Tue, 08 Nov 2005 15:27:04 -0800 Subject: [rt-users] moving a ticket to a queue whose name is the same as the name of the user who just took/stole the ticket Message-ID: <43713448.1050207@coral8.com> Newbie here.. Need help with moving tickets that get taken/stolen.. Specifically: When a user takes or steals a ticket, the ticket should also get moved to the queue whose name matches the name of the rt user who just took/stole the ticket Assume: each rt user has a queue whose name matches the rt user's username. This could be done via scrip, I think. But, I need help with the scrip that does what I want. Thanks in advance! Thanh From andrew at staff.esc.net.au Tue Nov 8 19:03:39 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 9 Nov 2005 10:33:39 +1030 Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) In-Reply-To: <436FAF09.1000400@engr.orst.edu> Message-ID: <20051109000157.78BF26202A4@sr-gw.esc.net.au> Cant you use the RT::Interface::CLI; perl module. You can then generate the tickets with any values you want passed from a form... use RT::Interface::CLI; use RT; RT::LoadConfig(); RT::Init(); use RT::Ticket; use RT::CurrentUser; my $CurrentUser = RT::Interface::CLI::GetCurrentUser(); my $ticket = new RT::Ticket($CurrentUser); my $ticket_body = MIME::Entity->build(Data => "Body of ticket", Type => 'text/plain'); my %ticket_vals = ( Queue => 'Queue', Subject => 'Subject', Owner => 'Nobody', Requestor => "email address", InitialPriority => '10', FinalPriority => '30', MIMEObj => $ticket_body, ); my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals); I use this all the time to create tickets from cron. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kyle Altendorf Sent: Tuesday, November 08, 2005 6:16 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) I am looking for comments regarding a file to use as a non-authenticated ticket creation page. I know the accepted practice is to write a CGI script to generate an email to the rt alias. In fact, I did write one about three years ago. Super simple for a general script, but a bit more complicated when considering the need to allow the user to specify values for all the custom fields. Of course, I don't want to simply copy the current list of options into a static page. I would like them to be read directly from the RT database. Does anyone have such a script already written that they would be willing to share? I would use the one I wrote which had all the features I need except that in my absense over the past few years the file was lost. If I can't find one from someone else, I guess it's time to relearn the RT API. If I get it working, I'll be happy to share it with whomever wants a copy. Free backup services if nothing else is how I see it, though hopefully someone would find it useful. thanks, kyle _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From andrew at staff.esc.net.au Tue Nov 8 19:08:55 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 9 Nov 2005 10:38:55 +1030 Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) In-Reply-To: <20051109000157.78BF26202A4@sr-gw.esc.net.au> Message-ID: <20051109000713.AABB16204C4@sr-gw.esc.net.au> Now, if I read the full post I would have seen that you are using custom fields. I have never worked with custom fields, but im sure this could be used to insert to custom fields, and even get the custom fields for form entry. -----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, November 09, 2005 10:34 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Anonymous web submission of tickets (I know... CGI...) Cant you use the RT::Interface::CLI; perl module. You can then generate the tickets with any values you want passed from a form... use RT::Interface::CLI; use RT; RT::LoadConfig(); RT::Init(); use RT::Ticket; use RT::CurrentUser; my $CurrentUser = RT::Interface::CLI::GetCurrentUser(); my $ticket = new RT::Ticket($CurrentUser); my $ticket_body = MIME::Entity->build(Data => "Body of ticket", Type => 'text/plain'); my %ticket_vals = ( Queue => 'Queue', Subject => 'Subject', Owner => 'Nobody', Requestor => "email address", InitialPriority => '10', FinalPriority => '30', MIMEObj => $ticket_body, ); my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals); I use this all the time to create tickets from cron. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kyle Altendorf Sent: Tuesday, November 08, 2005 6:16 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) I am looking for comments regarding a file to use as a non-authenticated ticket creation page. I know the accepted practice is to write a CGI script to generate an email to the rt alias. In fact, I did write one about three years ago. Super simple for a general script, but a bit more complicated when considering the need to allow the user to specify values for all the custom fields. Of course, I don't want to simply copy the current list of options into a static page. I would like them to be read directly from the RT database. Does anyone have such a script already written that they would be willing to share? I would use the one I wrote which had all the features I need except that in my absense over the past few years the file was lost. If I can't find one from someone else, I guess it's time to relearn the RT API. If I get it working, I'll be happy to share it with whomever wants a copy. Free backup services if nothing else is how I see it, though hopefully someone would find it useful. thanks, kyle _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.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 Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From aris at myinternet.com.au Tue Nov 8 20:57:31 2005 From: aris at myinternet.com.au (Aris Theocharides) Date: Wed, 9 Nov 2005 01:57:31 +0000 Subject: [rt-users] RT Queues and SLA definitions for responding to tickets In-Reply-To: <20051109000713.AABB16204C4@sr-gw.esc.net.au> References: <20051109000713.AABB16204C4@sr-gw.esc.net.au> Message-ID: In the last few implementations of RT that I've worked on there has been a need to define SLAs regarding the time taken to pick up tickets, respond and/or resolve tickets, depending on the ticket. The SLA's typically are different for each RT queue, and ticket priority. I've used a Custom Field representing the severity of the ticket in the SLA definitions, although generically other Custom Fields can also play a role in defining SLAs. It would be ideal if RT would support the concept of presentation of SLA triggers in the default view based on SLA considerations as above. I would love to hear how others manage SLAs for ticket pickup (ownership), and response/resolution. Regards, -- Aris From aris at myinternet.com.au Tue Nov 8 20:46:35 2005 From: aris at myinternet.com.au (Aris Theocharides) Date: Wed, 9 Nov 2005 01:46:35 +0000 Subject: [rt-users] Viewing RT as a (read-only) IMAP server In-Reply-To: <20051108163912.GM9217@bestpractical.com> References: <20051104222112.GJ15717@chaka.net> <20051107181629.GD27836@bestpractical.com> <20051107231416.GG3595@chaka.net> <20051108163912.GM9217@bestpractical.com> Message-ID: It struck me today that it would be cool to connect to an RT server via IMAP. Queues that you can access would be folders, tickets and appends as threads. Your own ticket appends would default to already-read messages, but other correspondences would be unread. I don't have the development skill to write such an interface; I thought I'd throw the idea out there to see what people thought. A. From jesse at bestpractical.com Tue Nov 8 21:25:03 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Nov 2005 21:25:03 -0500 Subject: [rt-users] Viewing RT as a (read-only) IMAP server In-Reply-To: References: <20051104222112.GJ15717@chaka.net> <20051107181629.GD27836@bestpractical.com> <20051107231416.GG3595@chaka.net> <20051108163912.GM9217@bestpractical.com> Message-ID: <20051109022503.GW9217@bestpractical.com> On Wed, Nov 09, 2005 at 01:46:35AM +0000, Aris Theocharides wrote: > It struck me today that it would be cool to connect to an RT server > via IMAP. > > Queues that you can access would be folders, tickets and appends as > threads. > > Your own ticket appends would default to already-read messages, but > other correspondences would be unread. > > I don't have the development skill to write such an interface; I > thought I'd throw the idea out there to see what people thought. Yes. It would be very cool. The IMAP protocol is non-trivial. Sadly, I've not found a good solid IMAP server library for perl that we could make use of. > A. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Tue Nov 8 23:23:22 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 8 Nov 2005 23:23:22 -0500 Subject: [rt-users] RT Grindingly slow over DSL In-Reply-To: <4370EB42.8000708@unixadministrator.org> References: <4370EB42.8000708@unixadministrator.org> Message-ID: <20051109042322.GZ9217@bestpractical.com> On Tue, Nov 08, 2005 at 11:15:30AM -0700, Robert Fleming wrote: > I have installed RT 3.2.1 on apache2/mod_perl config. The server is a > old PIII 800mhz 512 with a 20gig disk. The machine is quick to display > pages over the Lan. However when I'm home using it it's apaulingly > slow. For instance a to load the new query page which is a static size > it's taking 2 minutes to display. I've been watching the load on the > server and it's less than 2% while loading the page. Mind you there is > probably some SSH over head but I've seen faster performance from our > fat client applicatons on the same connection. Wondering what I should > begin looking at? I'd start with making sure that DNS checks aren't taking forever to time out. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From ben.robson at classicblue.com.au Wed Nov 9 00:12:37 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Wed, 9 Nov 2005 16:12:37 +1100 Subject: [rt-users] Solaris 10 + Apache 2 + mysql + DBD Message-ID: Hi all. I am working on getting RT working on a Solaris 10 x86 system using Apache 2, mod_perl2 and Mysql. When I start Apache 2 it fires up fine. However as it accepts a connection I get the Apache 2 clean install test page and the following log entry shows up in error_log: [Wed Nov 09 15:58:58 2005] [error] [client an.ip.address] DBD::mysql initialisation failed: Can't locate object method "driver" via package "DBD::mysql" at /opt/csw/lib/perl/csw/DBI.pm line 747.\n\nPerhaps the capitalisation of DBD 'mysql' isn't right. at /opt/csw/share/perl/site_perl/DBIx/SearchBuilder/Handle.pm line 108\n The following is where my DBD.pm perl module instances are located: /opt/csw/share/perl/site_perl/DBIx/DBSchema/DBD.pm /opt/csw/lib/perl/csw/DBI/DBD.pm In both cases I have tried removing one and then the other in case (long shot) there was some interference. The RT section of httpd.conf reads like: ServerName a.url.com.au DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache2::compat PerlModule Apache2 Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason RedirectMatch permanent (.*)/$ http://fsck.com$1/index.html The MySQL database is located on another machine, but I have confirmed that this is accessible using the local mysql client and have confirmed that the mysql access credentials are correct in the RT configuration. As some of you may have worked out, I am using the BlastWave Solaris packages, as this has yielded the best result so far. I am using their Perl, Apache2, Mysql4, gcc3 and perl modules where available. All other modules have been installed via CPAN. So, with all this in hand, does anyone have any thoughts as to why the "driver" object method might not be getting found? Thanks, BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From yusy at clusterfs.com Wed Nov 9 04:45:50 2005 From: yusy at clusterfs.com (Yu Suyuan) Date: Wed, 09 Nov 2005 17:45:50 +0800 Subject: [rt-users] where can I found "dictionary" in RT 3.5.5? In-Reply-To: <20051104153250.GZ15717@chaka.net> References: <436B134A.9020502@clusterfs.com> <20051104153250.GZ15717@chaka.net> Message-ID: <4371C54E.7050106@clusterfs.com> Todd Chapman wrote: >On Fri, Nov 04, 2005 at 03:52:42PM +0800, Yu Suyuan wrote: > > >>Hello, >> >>I am new to RT, and study its usage these days, and I want to add two >>custom fields, e.g. field1, field2, and make each field1 include a set >>of field2, how can I do that? I heard of "dictionary" in RT3.5.5 can >>meet my requirement, but no found it in 3.5.5, where is it? >> >>Thank you very much for your hints and advice >>Yu Suyuan >> >> > >Your question is not clear. Can you provide a reference to >this "dictionary" that you have heard about? I have never >heard of it. > >-Todd > > Todd, Thanks for your reply, and my boss metioned 'dictionary' :-[ So could I ask again? I want to add two custom fields, e.g. field1, field2, and make each field1 include a set of field2, how can I do that? Thanks for any help Yu -------------- next part -------------- An HTML attachment was scrubbed... URL: From jphayes at gmail.com Wed Nov 9 06:49:30 2005 From: jphayes at gmail.com (John Paul Hayes) Date: Wed, 9 Nov 2005 11:49:30 +0000 Subject: [rt-users] Creating a ticket from Outlook Message-ID: <8d4ad9b90511090349m76500e92n247f11488cd9fee5@mail.gmail.com> Hello, Is is possible to create a ticket by sending a mail to RT and having this mail forwarded on to another email addresses, so that when a reply is received it automagically updates the ticket [as normal]? Any details / ideas on how I can accomplish this would great! Thanks in advance, Jp -------------- next part -------------- An HTML attachment was scrubbed... URL: From bulb at ucw.cz Wed Nov 9 07:46:42 2005 From: bulb at ucw.cz (Jan Hudec) Date: Wed, 9 Nov 2005 13:46:42 +0100 Subject: [rt-users] Creating a ticket from Outlook In-Reply-To: <8d4ad9b90511090349m76500e92n247f11488cd9fee5@mail.gmail.com> References: <8d4ad9b90511090349m76500e92n247f11488cd9fee5@mail.gmail.com> Message-ID: <20051109124642.GA25252@djinn> On Wed, Nov 09, 2005 at 11:49:30 +0000, John Paul Hayes wrote: > Is is possible to create a ticket by sending a mail to RT and having this > mail forwarded on to another email addresses, > so that when a reply is received it automagically updates the ticket [as > normal]? > > Any details / ideas on how I can accomplish this would great! As far as I can tell, that's what it normally does. Read the wiki. You may want to look for the enhanced mail gate on the wiki too. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From jphayes at gmail.com Wed Nov 9 08:02:43 2005 From: jphayes at gmail.com (John Paul Hayes) Date: Wed, 9 Nov 2005 13:02:43 +0000 Subject: [rt-users] Creating a ticket from Outlook In-Reply-To: <20051109124642.GA25252@djinn> References: <8d4ad9b90511090349m76500e92n247f11488cd9fee5@mail.gmail.com> <20051109124642.GA25252@djinn> Message-ID: <8d4ad9b90511090502t6c8325c8i153d38e36a2cb2f6@mail.gmail.com> Hi again, Sorry I dont think I was clear the first time. Here is the scenario: I want to send a mail to a client from a email client such as outlook This outgoing mail needs to be recorded in the ticketing system and a copy then sent out to the client. Is this possible? On 11/9/05, Jan Hudec wrote: > > On Wed, Nov 09, 2005 at 11:49:30 +0000, John Paul Hayes wrote: > > Is is possible to create a ticket by sending a mail to RT and having > this > > mail forwarded on to another email addresses, > > so that when a reply is received it automagically updates the ticket [as > > normal]? > > > > Any details / ideas on how I can accomplish this would great! > > As far as I can tell, that's what it normally does. Read the wiki. > > You may want to look for the enhanced mail gate on the wiki too. > > -- > Jan 'Bulb' Hudec > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.2 (GNU/Linux) > > iD8DBQFDce+xRel1vVwhjGURAm5rAKCtYp9JV4+2YOQxGw489eEIaC9u5QCgxYGJ > GnGXuV4TE5Q1IdeJjNW2ipE= > =/gdr > -----END PGP SIGNATURE----- > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From klimkin at falkag.com Wed Nov 9 08:23:15 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Wed, 09 Nov 2005 16:23:15 +0300 Subject: [rt-users] Creating a ticket from Outlook In-Reply-To: <8d4ad9b90511090502t6c8325c8i153d38e36a2cb2f6@mail.gmail.com> References: <8d4ad9b90511090349m76500e92n247f11488cd9fee5@mail.gmail.com> <20051109124642.GA25252@djinn> <8d4ad9b90511090502t6c8325c8i153d38e36a2cb2f6@mail.gmail.com> Message-ID: <4371F843.3020200@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings John Paul! John Paul Hayes wrote: > Here is the scenario: > > I want to send a mail to a client from a email client such as outlook > This outgoing mail needs to be recorded in the ticketing system and a > copy then sent out to the client. > > Is this possible? To: CC: Client should reply via "Reply All" function. May be you'll have to use rt_comment (not response) email address. SY, Danial. - -- Danial Klimkin, Falk eSolutions AG Russia -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.2 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDcfhD2ce6OqXQ52QRAjjbAJ4xqNMKM1AhUVQMt9g4cRRJSCiR2gCfRvGC uSDjjlvn1rQcC0b3OSoGPjo= =49hU -----END PGP SIGNATURE----- From todd at chaka.net Wed Nov 9 09:14:28 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 9 Nov 2005 09:14:28 -0500 Subject: [rt-users] where can I found "dictionary" in RT 3.5.5? In-Reply-To: <4371C54E.7050106@clusterfs.com> References: <436B134A.9020502@clusterfs.com> <20051104153250.GZ15717@chaka.net> <4371C54E.7050106@clusterfs.com> Message-ID: <20051109141428.GL3595@chaka.net> On Wed, Nov 09, 2005 at 05:45:50PM +0800, Yu Suyuan wrote: > Todd Chapman wrote: > > >On Fri, Nov 04, 2005 at 03:52:42PM +0800, Yu Suyuan wrote: > > > > > >>Hello, > >> > >>I am new to RT, and study its usage these days, and I want to add two > >>custom fields, e.g. field1, field2, and make each field1 include a set > >>of field2, how can I do that? I heard of "dictionary" in RT3.5.5 can > >>meet my requirement, but no found it in 3.5.5, where is it? > >> > >>Thank you very much for your hints and advice > >>Yu Suyuan > >> > >> > > > >Your question is not clear. Can you provide a reference to > >this "dictionary" that you have heard about? I have never > >heard of it. > > > >-Todd > > > > > Todd, > > Thanks for your reply, and my boss metioned 'dictionary' :-[ > So could I ask again? I want to add two custom fields, e.g. field1, > field2, and make each field1 include a set of field2, how can I do that? Unfortunately RT doesn't support that. > > Thanks for any help > Yu From bulb at ucw.cz Wed Nov 9 08:47:38 2005 From: bulb at ucw.cz (Jan Hudec) Date: Wed, 9 Nov 2005 14:47:38 +0100 Subject: [rt-users] Creating a ticket from Outlook In-Reply-To: <8d4ad9b90511090502t6c8325c8i153d38e36a2cb2f6@mail.gmail.com> References: <8d4ad9b90511090349m76500e92n247f11488cd9fee5@mail.gmail.com> <20051109124642.GA25252@djinn> <8d4ad9b90511090502t6c8325c8i153d38e36a2cb2f6@mail.gmail.com> Message-ID: <20051109134738.GA25645@djinn> On Wed, Nov 09, 2005 at 13:02:43 +0000, John Paul Hayes wrote: > Hi again, > Sorry I dont think I was clear the first time. > Here is the scenario: > > I want to send a mail to a client from a email client such as outlook > This outgoing mail needs to be recorded in the ticketing system and a copy > then sent out to the client. > > Is this possible? Sure it is. If you always need to send the mail to the same client for tickets in a particular queue, just add that client to CC on that queue. If you need to choose the client on a ticket basis, I suggest installing the enhanced mailgate (wiki -> Contributions -> University of Oslo's RT Page) and setting the Cc for the ticket being created via the pseudo-header. Of course the implicit first part is that you send the email to RT, which creates a ticket and sends the new ticket text to whomever you tell it vi Cc and respective Scrip (it's a default one). -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From Joseph_Micciche at Progressive.com Wed Nov 9 09:34:09 2005 From: Joseph_Micciche at Progressive.com (Joseph Micciche) Date: Wed, 9 Nov 2005 09:34:09 -0500 Subject: [rt-users] RT Rights Matrix install issue In-Reply-To: <20051108222709.GK3595@chaka.net> Message-ID: Todd Chapman wrote on 11/08/2005 05:27:09 PM: > > RTHOME=/usr/local/rt perl Makefile.pl > > > > or > > > > RTHOME=/usr/local/rt perl Makefile.pl > > > > both result in > > > Both of those are the same and are both wrong. Try: > RTHOME=/usr/local/rt perl Makefile.PL Sorry, the second one should have been /usr/local/rt/lib, and I was using the .PL (typos in my haste). Using the line above, same result. > perl -I/usr/local/rt/lib -MRT -e 0 Thanks, this seems to have identified my issue: Locale::Maketext version 1.04 required--this is only version 1.03 at /usr/local/rt/lib/RT/I18N.pm line 56. I'll upgrade this perl module and try again............ joe From richard.verwayen at alifestyle.de Wed Nov 9 09:48:58 2005 From: richard.verwayen at alifestyle.de (Richard Verwayen) Date: Wed, 09 Nov 2005 15:48:58 +0100 Subject: [rt-users] Plaintext instead of MIME-encoded Mails Message-ID: <1131547738.9871.45.camel@localhost.localdomain> Hello List! We 're using RT since nearly 6 Months, but got a little bit of trouble because of customers saying our answers via RT are without content. This is caused by some webmail-provider not being able to display MIME-encoded text correctly (yahoo is one of them...). After googling and searching in the wiki I didn't find a solution. Maybe I used the wrong keywords or something else went wrong... Is there a way to send plaintext mails instead of MIME encoded ones? Thynks RIchard From sturner at MIT.EDU Wed Nov 9 10:17:57 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 09 Nov 2005 10:17:57 -0500 Subject: [rt-users] What happens to mail when aliases queue name incorrect? Message-ID: <6.2.1.2.2.20051109101520.032e2250@po14.mit.edu> Quick question - does anyone know what happens to email sent to RT when the queue name specified in the mail aliases file does not match a queue name in RT? A user recently changed their queue name and our automatic update of the aliases file did not seem to work. I'm trying to figure out what happened to the mail that was sent since the queue name change. Thanks, Steve From mfarver at ticom.com Wed Nov 9 10:31:29 2005 From: mfarver at ticom.com (Mark Farver) Date: Wed, 09 Nov 2005 09:31:29 -0600 Subject: [rt-users] What happens to mail when aliases queue name incorrect? In-Reply-To: <6.2.1.2.2.20051109101520.032e2250@po14.mit.edu> References: <6.2.1.2.2.20051109101520.032e2250@po14.mit.edu> Message-ID: <43721651.2070900@ticom.com> Stephen Turner wrote: > Quick question - does anyone know what happens to email sent to RT > when the queue name specified in the mail aliases file does not match > a queue name in RT? > > A user recently changed their queue name and our automatic update of > the aliases file did not seem to work. I'm trying to figure out what > happened to the mail that was sent since the queue name change. > RT's mailgate program rejects the mail and returns an error if the queue does not exist or the RT server is unavailable. If your MTA is correctly configured the mail should go back into the queue to be retried later, or bounce back to the sender. Mark Farver From les at futuresource.com Wed Nov 9 10:38:35 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 09 Nov 2005 09:38:35 -0600 Subject: [rt-users] What happens to mail when aliases queue name incorrect? In-Reply-To: <43721651.2070900@ticom.com> References: <6.2.1.2.2.20051109101520.032e2250@po14.mit.edu> <43721651.2070900@ticom.com> Message-ID: <1131550715.4159.3.camel@moola.futuresource.com> On Wed, 2005-11-09 at 09:31, Mark Farver wrote: > Stephen Turner wrote: > > > Quick question - does anyone know what happens to email sent to RT > > when the queue name specified in the mail aliases file does not match > > a queue name in RT? > > > > A user recently changed their queue name and our automatic update of > > the aliases file did not seem to work. I'm trying to figure out what > > happened to the mail that was sent since the queue name change. > > > > > RT's mailgate program rejects the mail and returns an error if the queue > does not exist or the RT server is unavailable. If your MTA is > correctly configured the mail should go back into the queue to be > retried later, or bounce back to the sender. But note that sendmail doesn't look the alias up again on the retry, so even if you change the alias the already-queued messages won't go there unless you edit the saved copy in the queue files. -- Les Mikesell les at futuresource.com From jesse at bestpractical.com Wed Nov 9 10:59:36 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 9 Nov 2005 10:59:36 -0500 Subject: [rt-users] Plaintext instead of MIME-encoded Mails In-Reply-To: <1131547738.9871.45.camel@localhost.localdomain> References: <1131547738.9871.45.camel@localhost.localdomain> Message-ID: <20051109155936.GA9217@bestpractical.com> On Wed, Nov 09, 2005 at 03:48:58PM +0100, Richard Verwayen wrote: > Hello List! > > We 're using RT since nearly 6 Months, but got a little bit of trouble > because of customers saying our answers via RT are without content. > This is caused by some webmail-provider not being able to display > MIME-encoded text correctly (yahoo is one of them...). Known bug in older versions. (We had a hyphen where we shouldn't have). If you come up to 3.4.4, this should go away. Jesse From bobg at uic.edu Wed Nov 9 11:13:07 2005 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 09 Nov 2005 10:13:07 -0600 Subject: [rt-users] Viewing RT as a (read-only) IMAP server In-Reply-To: Your message of "Tue, 08 Nov 2005 21:25:03 EST." <20051109022503.GW9217@bestpractical.com> Message-ID: <200511091613.jA9GD7au007239@remora.cc.uic.edu> > > >Yes. It would be very cool. The IMAP protocol is non-trivial. Sadly, >I've not found a good solid IMAP server library for perl that we could >make use of. > > Interesting. And it wouldn't have to be read-only -- you could use imap to change queues. And a "reply" could be a real email reply, that in fact appended to the ticket. (Wouldn't be too hard to insert some sort of email header that provided credentials that proved the sender got it from imap, and therefore could resolve, delete, assign, etc. Not that I have any time to throw at this, but were you looking for a pure-perl imap server? Or a C library where you could embed a perl interpreter for handling a "mailbox driver"? Or would you do this similarly to the CLI, where the imap server would make web calls? bobg From sames at officescape.com Wed Nov 9 11:19:54 2005 From: sames at officescape.com (Steven E. Ames) Date: Wed, 9 Nov 2005 11:19:54 -0500 Subject: [rt-users] Setting Due dates in scripts Message-ID: Interesting. It says that 'mm/dd/yyyy' should be parsed correctly. However when I put in (for example) '11/08/2005' it parses it as August 11, 2005 (dd/mm/yyyy which is supposedly UK only). Do I have some sort of UK flag turned on? Weirder stuff is when I try 11/17/2005 and end up with 'May 13 2006'. Heh. I test this by changing a due date on a ticket. > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Tuesday, November 08, 2005 6:14 PM > To: Steven E. Ames > Cc: Stewart Tranter; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Setting Due dates in scripts > > > Time::ParseDate is used for parsing ticket's date input fields. You > could try some advanced variants: > http://wiki.bestpractical.com/index.cgi?SearchOnDates > > Have named page wrong. me--. Page should be renamed into > "DatesInWebUI" or something like this. > > On 11/7/05, Steven E. Ames wrote: > > > > I've only had luck with MM-DD-YYYY. Other formats have > produced... odd results. > > > > > -----Original Message----- > > > From: rt-users-bounces at lists.bestpractical.com > > > [mailto:rt-users-bounces at lists.bestpractical.com]On > Behalf Of Stewart > > > Tranter > > > Sent: Monday, November 07, 2005 11:12 AM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] Setting Due dates in scripts > > > > > > > > > Hello, > > > > > > Can anyone tell me what the SetDue method of the Ticket > > > object expects > > > in terms of date format, i.e. is it Unix or YYYY-MM-DD or > > > something else? > > > > > > Thanks, > > > > > > Stewart > > > ------------------------------------------------ > > > Stewart Tranter > > > Computing Services > > > Loughborough University > > > > > > E: s.g.tranter at lboro.ac.uk > > > W: http://www.lboro.ac.uk/computing/ > > > T: +44 (0) 1509 223719 > > > F: +44 (0) 1509 223989 > > > ------------------------------------------------ > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > Download a free sample chapter from > http://rtbook.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 > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. > From vivek at khera.org Wed Nov 9 11:23:17 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 9 Nov 2005 11:23:17 -0500 Subject: [rt-users] Plaintext instead of MIME-encoded Mails In-Reply-To: <1131547738.9871.45.camel@localhost.localdomain> References: <1131547738.9871.45.camel@localhost.localdomain> Message-ID: <0ACC11AF-B78B-45D2-8BE8-276EF47DD089@khera.org> On Nov 9, 2005, at 9:48 AM, Richard Verwayen wrote: > This is caused by some webmail-provider not being able to display > MIME-encoded text correctly (yahoo is one of them...). There was a bug in some version of RT 3.2's email generator that caused this. Either search the list archives for the patch or upgrade RT to 3.4.4 and the bug will go away. PS: when asking for help, it is easier to get it if you tell people the exact versions of the software you're using. From ruslan.zakirov at gmail.com Wed Nov 9 12:01:45 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 20:01:45 +0300 Subject: [rt-users] Viewing RT as a (read-only) IMAP server In-Reply-To: <200511091613.jA9GD7au007239@remora.cc.uic.edu> References: <20051109022503.GW9217@bestpractical.com> <200511091613.jA9GD7au007239@remora.cc.uic.edu> Message-ID: <589c94400511090901q2ec0926wbeb53c06cfe13a75@mail.gmail.com> On 11/9/05, Bob Goldstein wrote: > > > > > >Yes. It would be very cool. The IMAP protocol is non-trivial. Sadly, > >I've not found a good solid IMAP server library for perl that we could > >make use of. > > > > > > Interesting. And it wouldn't have to be read-only -- you > could use imap to change queues. And a "reply" could > be a real email reply, that in fact appended to the ticket. > (Wouldn't be too hard to insert some sort of email header > that provided credentials that proved the sender got it > from imap, and therefore could resolve, delete, assign, etc. > > Not that I have any time to throw at this, but were you > looking for a pure-perl imap server? Or a C library where you > could embed a perl interpreter for handling a "mailbox driver"? > Or would you do this similarly to the CLI, where the imap > server would make web calls? IMHO not really IMAP server is required, but library(or server) that covers IMAP server protocol and runs external callbacks to do things in storage. Solution shouldn't be tied to some particular storage, but should allow us to develop(embed) own storage engine(RT DB) with custom plugin or driver(doesn't matter how to name it). > > bobg > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From MarkRoedel at letu.edu Wed Nov 9 11:54:41 2005 From: MarkRoedel at letu.edu (Roedel, Mark) Date: Wed, 9 Nov 2005 10:54:41 -0600 Subject: [rt-users] Setting Due dates in scripts Message-ID: Check the value of the $DateDayBeforeMonth setting in your etc/RT_Config.pm or etc/RT_SiteConfig.pm. -- Mark Roedel Web Programmer / Analyst LeTourneau University Longview, Texas -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steven E. Ames Sent: Wednesday, November 09, 2005 10:20 AM To: Ruslan Zakirov Cc: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Setting Due dates in scripts Interesting. It says that 'mm/dd/yyyy' should be parsed correctly. However when I put in (for example) '11/08/2005' it parses it as August 11, 2005 (dd/mm/yyyy which is supposedly UK only). Do I have some sort of UK flag turned on? Weirder stuff is when I try 11/17/2005 and end up with 'May 13 2006'. Heh. I test this by changing a due date on a ticket. From sames at officescape.com Wed Nov 9 12:12:42 2005 From: sames at officescape.com (Steven E. Ames) Date: Wed, 9 Nov 2005 12:12:42 -0500 Subject: [rt-users] Setting Due dates in scripts Message-ID: Thanks. Very helpful. > -----Original Message----- > From: Roedel, Mark [mailto:MarkRoedel at letu.edu] > Sent: Wednesday, November 09, 2005 11:55 AM > To: Steven E. Ames > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Setting Due dates in scripts > > > > Check the value of the $DateDayBeforeMonth setting in your > etc/RT_Config.pm or etc/RT_SiteConfig.pm. > > -- > Mark Roedel > Web Programmer / Analyst > LeTourneau University > Longview, Texas > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Steven E. > Ames > Sent: Wednesday, November 09, 2005 10:20 AM > To: Ruslan Zakirov > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Setting Due dates in scripts > > > Interesting. It says that 'mm/dd/yyyy' should be parsed correctly. > However when I put in (for example) '11/08/2005' it parses it > as August > 11, 2005 (dd/mm/yyyy which is supposedly UK only). Do I have some sort > of UK flag turned on? Weirder stuff is when I try 11/17/2005 > and end up > with 'May 13 2006'. Heh. > > I test this by changing a due date on a ticket. > From ruslan.zakirov at gmail.com Wed Nov 9 12:30:29 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 9 Nov 2005 20:30:29 +0300 Subject: [rt-users] Setting Due dates in scripts In-Reply-To: References: Message-ID: <589c94400511090930n886adbem1ca1f4ca8a3d9d12@mail.gmail.com> On 11/9/05, Roedel, Mark wrote: > > Check the value of the $DateDayBeforeMonth setting in your > etc/RT_Config.pm or etc/RT_SiteConfig.pm. wow, only now I do understand what that config option do :) > > -- > Mark Roedel > Web Programmer / Analyst > LeTourneau University > Longview, Texas > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steven E. > Ames > Sent: Wednesday, November 09, 2005 10:20 AM > To: Ruslan Zakirov > Cc: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Setting Due dates in scripts > > > Interesting. It says that 'mm/dd/yyyy' should be parsed correctly. > However when I put in (for example) '11/08/2005' it parses it as August > 11, 2005 (dd/mm/yyyy which is supposedly UK only). Do I have some sort > of UK flag turned on? Weirder stuff is when I try 11/17/2005 and end up > with 'May 13 2006'. Heh. > > I test this by changing a due date on a ticket. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From timuckun at gmail.com Wed Nov 9 16:05:25 2005 From: timuckun at gmail.com (Tim Uckun) Date: Thu, 10 Nov 2005 10:05:25 +1300 Subject: [rt-users] Ubuntu and libapache2-mod-fgid Message-ID: <855e4dcf0511091305q60197629q71f4c56124354b78@mail.gmail.com> Hello all. I am trying to install RT 3.4 on ubuntu breezy. The only fastgci module on the apt database is libapache2-mod-fgid. I am unable to make RT work with that module however. Here is the conf file for RT. AddHandler fcgid-script .fcgi #AddHandler fastcgi-script fcgi #FastCgiIpcDir /var/run/fastcgi FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi DirectoryIndex index.html Apache complains about the FastCgiServer statement. If I comment the statement and go the /rt URL apache segfaults continually. Can anybody tell me how make RT work with libapaceh2-mod-fcgid? -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Nov 9 16:14:14 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 9 Nov 2005 16:14:14 -0500 Subject: [rt-users] Ubuntu and libapache2-mod-fgid In-Reply-To: <855e4dcf0511091305q60197629q71f4c56124354b78@mail.gmail.com> References: <855e4dcf0511091305q60197629q71f4c56124354b78@mail.gmail.com> Message-ID: <20051109211414.GO9217@bestpractical.com> On Thu, Nov 10, 2005 at 10:05:25AM +1300, Tim Uckun wrote: > Hello all. > > I am trying to install RT 3.4 on ubuntu breezy. The only fastgci module on > the apt database is libapache2-mod-fgid. I am unable to make RT work with > that module however. Here is the conf file for RT. > > AddHandler fcgid-script .fcgi > > #AddHandler fastcgi-script fcgi > #FastCgiIpcDir /var/run/fastcgi > FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi > > ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi > > > DirectoryIndex index.html > > > > Apache complains about the FastCgiServer statement. If I comment the > statement and go the /rt URL apache segfaults continually. > > Can anybody tell me how make RT work with libapaceh2-mod-fcgid? It's a relatively new module. What about enabling universe/multiverse and getting the "real" fastcgi server? From timuckun at gmail.com Wed Nov 9 16:17:02 2005 From: timuckun at gmail.com (Tim Uckun) Date: Thu, 10 Nov 2005 10:17:02 +1300 Subject: [rt-users] Ubuntu and libapache2-mod-fgid In-Reply-To: <20051109211414.GO9217@bestpractical.com> References: <855e4dcf0511091305q60197629q71f4c56124354b78@mail.gmail.com> <20051109211414.GO9217@bestpractical.com> Message-ID: <855e4dcf0511091317kaa3bd3cj58cc008908b4c10c@mail.gmail.com> I have enabled the universe and the fastcgi server is not in there either. Do you think it might work if I just download the dpkg and install it manually? On 11/10/05, Jesse Vincent wrote: > > > > > On Thu, Nov 10, 2005 at 10:05:25AM +1300, Tim Uckun wrote: > > Hello all. > > > > I am trying to install RT 3.4 on ubuntu breezy. The only fastgci module > on > > the apt database is libapache2-mod-fgid. I am unable to make RT work > with > > that module however. Here is the conf file for RT. > > > > AddHandler fcgid-script .fcgi > > > > #AddHandler fastcgi-script fcgi > > #FastCgiIpcDir /var/run/fastcgi > > FastCgiServer /usr/share/request-tracker3.4/libexec/mason_handler.fcgi > > > > ScriptAlias /rt /usr/share/request-tracker3.4/libexec/mason_handler.fcgi > > > > > > DirectoryIndex index.html > > > > > > > > Apache complains about the FastCgiServer statement. If I comment the > > statement and go the /rt URL apache segfaults continually. > > > > Can anybody tell me how make RT work with libapaceh2-mod-fcgid? > > It's a relatively new module. What about enabling universe/multiverse > and getting the "real" fastcgi server? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From andy at wildbrain.com Wed Nov 9 20:50:48 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 09 Nov 2005 17:50:48 -0800 Subject: [rt-users] Creating a ticket from Outlook In-Reply-To: <4371F843.3020200@falkag.com> References: <8d4ad9b90511090349m76500e92n247f11488cd9fee5@mail.gmail.com> <20051109124642.GA25252@djinn> <8d4ad9b90511090502t6c8325c8i153d38e36a2cb2f6@mail.gmail.com> <4371F843.3020200@falkag.com> Message-ID: <4372A778.7000709@wildbrain.com> > To: > CC: > > Client should reply via "Reply All" function. > May be you'll have to use rt_comment (not response) email address. > > > SY, Danial. > - -- > > Danial Klimkin, > Falk eSolutions AG Russia CC'ing the ticketing system never works for us. The recipiants of the original email get a copy with no ticket number in the subject (since it was sent directly to them) so they "Reply All" which generates yet another ticket.. this happens ad infinitum (until everyone has spoken their mind) and we are left merging tickets like crazy left and right. From derek at curis.com Wed Nov 9 22:11:23 2005 From: derek at curis.com (Derek Cunningham) Date: Wed, 9 Nov 2005 22:11:23 -0500 Subject: [rt-users] sql data from 1.0.7 Message-ID: <332EBD84-3C80-4991-85B7-6363C97CF6BF@curis.com> Hi all, Currently we are using RT 1.0.7 with a mysql database. I just got RT 3.4.4 up and running on a new machine (also mysql). How would we go about bringing our old data with us? I don't have to keep the data useable, but I need to keep it browseable. We've got 6 years and over 10,000 tickets worth of information that we'd like to keep accessible. I don't know where to start. I searched mailing list archives and the wiki, but I'm not finding any relevant info. Thanks in advance -Derek Cunningham From lvanderf at internode.com.au Thu Nov 10 01:08:48 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 10 Nov 2005 16:38:48 +1030 Subject: [rt-users] rt command line tool In-Reply-To: <332EBD84-3C80-4991-85B7-6363C97CF6BF@curis.com> References: <332EBD84-3C80-4991-85B7-6363C97CF6BF@curis.com> Message-ID: <4372E3F0.9050100@internode.com.au> Hi. I'm tinkering with the rt tool and am wondering if there's any documentation or such other than the in built help files? Thanks. Kind regards. -- Luke From lvanderf at internode.com.au Thu Nov 10 01:12:52 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 10 Nov 2005 16:42:52 +1030 Subject: [rt-users] rt command line tool Message-ID: <4372E4E4.60608@internode.com.au> Hi. Oops, This should be a new thread. I'm tinkering with the rt tool and am wondering if there's any documentation or such other than the in built help files? Thanks. Kind regards. -- Luke From ben.robson at classicblue.com.au Thu Nov 10 01:12:53 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Thu, 10 Nov 2005 17:12:53 +1100 Subject: Now: Insecure dependency. Was: [rt-users] Solaris 10 + Apache 2 + mysql + DBD Message-ID: Well, I managed to fix this issue. As it turns out I had a second DBD library set and it was attempting to use the "wrong" one. So I managed to "fix" that, but moving the unwanted of the two library sets. Having got this solved I actually managed to start Apache, and log in to the RT interface. However..... I then did a system reboot, to test that Apache would automatically start on boot, and it did not. When I investigated the logs for Apache I saw the following in the error_log: [Thu Nov 10 16:51:45 2005] [error] Insecure dependency in unlink while running with -T switch at /opt/csw/share/perl/5.8.7/File/Path.pm line 267.\nCompilation failed in require at (eval 5) line 1.\n [Thu Nov 10 16:51:45 2005] [error] Can't load Perl file: /opt/rt-3.5.5/bin/webmux.pl for server portal01.mel.cbssoc:0, exiting... I have read the wiki, searched the mail list. Unfortunately this almost all makes reference to fastcgi, but I am using mod_perl2. I have tried changing the User and Group in Apache, and this didn't work. The configuration is still as it is below. Does anyone have any thoughts on this? Thanks heaps. BenR ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ben Robson Sent: Wednesday, 9 November 2005 4:13 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Solaris 10 + Apache 2 + mysql + DBD Hi all. I am working on getting RT working on a Solaris 10 x86 system using Apache 2, mod_perl2 and Mysql. When I start Apache 2 it fires up fine. However as it accepts a connection I get the Apache 2 clean install test page and the following log entry shows up in error_log: [Wed Nov 09 15:58:58 2005] [error] [client an.ip.address] DBD::mysql initialisation failed: Can't locate object method "driver" via package "DBD::mysql" at /opt/csw/lib/perl/csw/DBI.pm line 747.\n\nPerhaps the capitalisation of DBD 'mysql' isn't right. at /opt/csw/share/perl/site_perl/DBIx/SearchBuilder/Handle.pm line 108\n The following is where my DBD.pm perl module instances are located: /opt/csw/share/perl/site_perl/DBIx/DBSchema/DBD.pm /opt/csw/lib/perl/csw/DBI/DBD.pm In both cases I have tried removing one and then the other in case (long shot) there was some interference. The RT section of httpd.conf reads like: ServerName a.url.com.au DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache2 Apache2::compat PerlModule Apache2 Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason RedirectMatch permanent (.*)/$ http://fsck.com$1/index.html The MySQL database is located on another machine, but I have confirmed that this is accessible using the local mysql client and have confirmed that the mysql access credentials are correct in the RT configuration. As some of you may have worked out, I am using the BlastWave Solaris packages, as this has yielded the best result so far. I am using their Perl, Apache2, Mysql4, gcc3 and perl modules where available. All other modules have been installed via CPAN. So, with all this in hand, does anyone have any thoughts as to why the "driver" object method might not be getting found? Thanks, BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From bulb at ucw.cz Thu Nov 10 01:44:28 2005 From: bulb at ucw.cz (Jan Hudec) Date: Thu, 10 Nov 2005 07:44:28 +0100 Subject: [rt-users] where can I found "dictionary" in RT 3.5.5? In-Reply-To: <4371C54E.7050106@clusterfs.com> References: <436B134A.9020502@clusterfs.com> <20051104153250.GZ15717@chaka.net> <4371C54E.7050106@clusterfs.com> Message-ID: <20051110064428.GA28530@djinn> On Wed, Nov 09, 2005 at 17:45:50 +0800, Yu Suyuan wrote: > Todd Chapman wrote: > > >On Fri, Nov 04, 2005 at 03:52:42PM +0800, Yu Suyuan wrote: > > > > > >>Hello, > >> > >>I am new to RT, and study its usage these days, and I want to add two > >>custom fields, e.g. field1, field2, and make each field1 include a set > >>of field2, how can I do that? I heard of "dictionary" in RT3.5.5 can > >>meet my requirement, but no found it in 3.5.5, where is it? > >> > >>Thank you very much for your hints and advice > >>Yu Suyuan > >> > >> > > > >Your question is not clear. Can you provide a reference to > >this "dictionary" that you have heard about? I have never > >heard of it. > > > >-Todd > > > > > Todd, > > Thanks for your reply, and my boss metioned 'dictionary' :-[ > So could I ask again? I want to add two custom fields, e.g. field1, > field2, and make each field1 include a set of field2, how can I do that? I can't imagine how that would be useful. Perhaps I don't really understand what you mean. How do you want to use it? -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From bulb at ucw.cz Thu Nov 10 01:49:30 2005 From: bulb at ucw.cz (Jan Hudec) Date: Thu, 10 Nov 2005 07:49:30 +0100 Subject: [rt-users] Creating a ticket from Outlook In-Reply-To: <4371F843.3020200@falkag.com> References: <8d4ad9b90511090349m76500e92n247f11488cd9fee5@mail.gmail.com> <20051109124642.GA25252@djinn> <8d4ad9b90511090502t6c8325c8i153d38e36a2cb2f6@mail.gmail.com> <4371F843.3020200@falkag.com> Message-ID: <20051110064930.GB28530@djinn> On Wed, Nov 09, 2005 at 16:23:15 +0300, Danial Klimkin wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > Greetings John Paul! > > John Paul Hayes wrote: > > Here is the scenario: > > > > I want to send a mail to a client from a email client such as outlook > > This outgoing mail needs to be recorded in the ticketing system and a > > copy then sent out to the client. > > > > Is this possible? > > To: > CC: > > Client should reply via "Reply All" function. > May be you'll have to use rt_comment (not response) email address. No, that won't work. But as I said in the other mail, it will work to ask RT to CC the message. First get the mail patches from University of OSLO's RT page and then send the mail as: To: Subject: Cc: (that is in the *BODY*). The patched mailgate should add the client to Cc list on the ticket and forward them the mail. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From ghenry at suretecsystems.com Thu Nov 10 02:14:44 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Thu, 10 Nov 2005 07:14:44 -0000 (GMT) Subject: [rt-users] rt command line tool In-Reply-To: <4372E4E4.60608@internode.com.au> References: <4372E4E4.60608@internode.com.au> Message-ID: <54391.192.168.100.90.1131606884.squirrel@webmail.suretecsystems.com> > Hi. > > Oops, This should be a new thread. > > I'm tinkering with the rt tool and am wondering if there's any > documentation or such other than the in built help files? It's best to buy the "RT Essentials" book, it's got loads of stuff on it ;-) We couldn't find this kind of info anywhere else. 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/ > > Thanks. > Kind regards. > > -- > Luke > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > From todd at chaka.net Thu Nov 10 09:15:32 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 10 Nov 2005 09:15:32 -0500 Subject: [rt-users] where can I found "dictionary" in RT 3.5.5? In-Reply-To: <20051110064428.GA28530@djinn> References: <436B134A.9020502@clusterfs.com> <20051104153250.GZ15717@chaka.net> <4371C54E.7050106@clusterfs.com> <20051110064428.GA28530@djinn> Message-ID: <20051110141532.GO3595@chaka.net> On Thu, Nov 10, 2005 at 07:44:28AM +0100, Jan Hudec wrote: > > I can't imagine how that would be useful. Perhaps I don't really > understand what you mean. How do you want to use it? > > -- > Jan 'Bulb' Hudec I think what he wants is a custom field that has options that change based on the selection in another custom field. Something that would require Javascript or XForms. -Todd From lzeyer at coframi-massy.com Thu Nov 10 08:29:59 2005 From: lzeyer at coframi-massy.com (lzeyer) Date: Thu, 10 Nov 2005 14:29:59 +0100 Subject: [rt-users] RT 3.4.4 and custom field security Message-ID: <43734B57.8040006@coframi-massy.com> Hi, We have been using RT since three years for tracking internal support and product change request. Four week ago, we replaced our last RT version by 3.4.4 version. Today, We don't understand somethink about custom field security. We want that only the owner of a ticket can modify the content of the ticket (base attributes and custom fields). In order to do that, in global group rights configuration, we tell to RT that owner can "modify custom field". We made this declaration in global group rights, because it's seem impossible in queue group rights. In addition, in queue group rights, on RT 321, we had declared that only owner can modify a ticket. It's true in RT3.4.4. It's seem OK, but we also saw that it's necessary to declare that everyone can modify a ticket in order to write custom field during the submission. The result is everyone can modify all tickets. It's unacceptable for us. We tink we don't understand somethink ? Thank for your help, Ludovic ZEYER From adnichols at gmail.com Thu Nov 10 09:41:52 2005 From: adnichols at gmail.com (Aaron Nichols) Date: Thu, 10 Nov 2005 06:41:52 -0800 Subject: [rt-users] Re: "More About user" section not appearing when viewing tickets submitted by users who are granted rights in RT In-Reply-To: References: Message-ID: Just re-posting one more time to see if anyone has suggestions for why this may be happenning... Thanks again, Aaron On 11/8/05, Aaron Nichols wrote: > Hello Everyone, > Since this has been the case since I installed RT 3.4.2 and is > still true in 3.4.4, I assume this is either a config issue on my end > or 'by design'. When viewing a ticket submitted by a user who is not > granted rights in RT (user was created automatically upon email > submission) I get a section under "Links" labeled "More About > Lastname, Firstname...". I can click that link to get more info about > them. This section also lists other tickets they have open and any > comments about them in that section below. > > I do not see this section when viewing ticket submitted by users who > have rights in RT, even when they submit the ticket via email. Why is > that and is there some way to make it so that I can see this > information for users who are granted rights in RT as well as "non > privileged" users? Most users who are granted rights were setup > manually vs. being automatically created via email - could it be some > formatting problem with the way the users were originally setup? > > Running RT 3.4.4 w/ fastcgi. Glad to provide additional details if desired. > > Thanks again, great product - it says a lot (to me, if to nobody else) > that this is really the only issue I have with RT so far. > > Aaron > From mcdent at gmail.com Thu Nov 10 10:13:49 2005 From: mcdent at gmail.com (Mike Dent) Date: Thu, 10 Nov 2005 15:13:49 +0000 Subject: [rt-users] "More About user" section not appearing when viewing tickets submitted by users who are granted rights in RT In-Reply-To: References: Message-ID: <9e769e4e0511100713v73bc3c51ifb6a334d1cf6827f@mail.gmail.com> On 11/8/05, Aaron Nichols wrote: > Hello Everyone, > Since this has been the case since I installed RT 3.4.2 and is > still true in 3.4.4, I assume this is either a config issue on my end > or 'by design'. When viewing a ticket submitted by a user who is not > granted rights in RT (user was created automatically upon email > submission) I get a section under "Links" labeled "More About > Lastname, Firstname...". I can click that link to get more info about > them. This section also lists other tickets they have open and any > comments about them in that section below. > > I do not see this section when viewing ticket submitted by users who > have rights in RT, even when they submit the ticket via email. Why is > that and is there some way to make it so that I can see this > information for users who are granted rights in RT as well as "non > privileged" users? Most users who are granted rights were setup > manually vs. being automatically created via email - could it be some > formatting problem with the way the users were originally setup? > > Running RT 3.4.4 w/ fastcgi. Glad to provide additional details if desired. > > Thanks again, great product - it says a lot (to me, if to nobody else) > that this is really the only issue I have with RT so far. > > Aaron > Aaron, I'm seeing very similar behaviour with 3.4.1. All I see when I click the "more about" link is a blank page with:- ?|? RT 3.4.1 Copyright 1996-2004 Best Practical Solutions, LLC. Time to display: 0.018854 at the top left. The more about takes you to Modify User page as far as I can see. I guess it is a permission thing at my end, what is required of the user to see & modify this page. Mike From torsten.brumm at kuehne-nagel.com Thu Nov 10 10:39:58 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Thu, 10 Nov 2005 16:39:58 +0100 Subject: AW: [rt-users] where can I found "dictionary" in RT 3.5.5? In-Reply-To: <20051110141532.GO3595@chaka.net> Message-ID: Yes, this sounds also to me really usefull. I'm fighting at the moment with the same situation. Image the following: You are a helpdesk and you will choose under pressure the options: Category Type Item Software Apple Failure Software Apple Installation Software Apple Update Hardware HP Installation Hardware HP Repair Hardware HP Crash Telco D2 New Number Telco D2 Stolen Etc. If you now have a deeper look for the custom fields: 1. CF: Category -> Options are Software, Hardware and Telco. If you choose Hardware 2. CF: Type -> will only shows the Entries for HP in this case and if you choose one of them you get only 3. CF: Item -> the value from:Hardware:HP:Installation or Repair or Crash This is i think a really usefull feature.... Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Todd Chapman > Gesendet: Donnerstag, 10. November 2005 15:16 > An: Jan Hudec > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] where can I found "dictionary" in RT 3.5.5? > > On Thu, Nov 10, 2005 at 07:44:28AM +0100, Jan Hudec wrote: > > > > I can't imagine how that would be useful. Perhaps I don't really > > understand what you mean. How do you want to use it? > > > > -- > > Jan 'Bulb' > Hudec > > I think what he wants is a custom field that has options that > change based on the selection in another custom field. > Something that would require Javascript or XForms. > > -Todd > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From ruslan.zakirov at gmail.com Thu Nov 10 10:45:56 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 18:45:56 +0300 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 -- SOLVED In-Reply-To: <200511072217.19235.scott@4th.com> References: <200511062331.31955.scott@4th.com> <200511072217.19235.scott@4th.com> Message-ID: <589c94400511100745u2433271fne1e985fd3e593eee@mail.gmail.com> ENGINE TYPE MUST BE InnoDB!!! Other variants are not supported. On 11/8/05, Scott Courtney wrote: > On Sunday 06 November 2005 23:31, Scott Courtney wrote: > > Anyway, after about 10 hours of work, I'm back to the point of having RT up > > and running as far as the login screen, but I can't login. That's where I'm > > stuck. > > WOW! This was a sneaky problem, but it's now working. The problem turned out > to be a subtle MySQL database issue. Specifically, there was some sort of a > compare failure in the Users.name field, causing no userids to match. Now, I > have no idea why this worked before the Perl upgrade, except that DBI got > upgraded along with Perl, and I'm guessing that's where the cause lies. > > In any case, the solution was to unload all of the RT data, re-create the > database, and reload it in, but switching from InnoDB engine to MyISAM engine. > > An example of the table create syntax follows, in case anyone who isn't > familiar with MySQL needs to replicate this. Note that this shows the "ACL" > table only, and the change must be repeated for each table. > > OLD (fails to work with RT): > > CREATE TABLE `ACL` ( > `id` int(11) NOT NULL auto_increment, > `PrincipalType` varchar(25) NOT NULL default '', > `PrincipalId` int(11) NOT NULL default '0', > `RightName` varchar(25) NOT NULL default '', > `ObjectType` varchar(25) NOT NULL default '', > `ObjectId` int(11) NOT NULL default '0', > `DelegatedBy` int(11) NOT NULL default '0', > `DelegatedFrom` int(11) NOT NULL default '0', > PRIMARY KEY (`id`), > KEY `ACL1` (`RightName`,`ObjectType`,`ObjectId`,`PrincipalType`,`PrincipalId`) > ) ENGINE=InnoDB DEFAULT CHARSET=latin1; > > NEW (works correctly with RT): > > CREATE TABLE `ACL` ( > `id` int(11) NOT NULL auto_increment, > `PrincipalType` varchar(25) NOT NULL default '', > `PrincipalId` int(11) NOT NULL default '0', > `RightName` varchar(25) NOT NULL default '', > `ObjectType` varchar(25) NOT NULL default '', > `ObjectId` int(11) NOT NULL default '0', > `DelegatedBy` int(11) NOT NULL default '0', > `DelegatedFrom` int(11) NOT NULL default '0', > PRIMARY KEY (`id`), > KEY `ACL1` (`RightName`,`ObjectType`,`ObjectId`,`PrincipalType`,`PrincipalId`) > ) ENGINE=MyISAM DEFAULT CHARSET=latin1; > > I only discovered the problem by accident. As I was trying Luke's suggestion > for the password, and had previously been referencing records by ID number, > as in "SELECT * FROM Users WHERE id=12;". In that case, however, I issued the > command "SELECT * FROM Users WHERE name='root';" and was amazed that MySQL > didn't match the record. Some further testing, such as checking the character > length of the string, showed that the name really was "root", but for whatever > reason, that didn't match on comparisons. > > I'm planning to check into this further with the MySQL developers, to see if > this could possibly be a bug in the new 5.0 version or if it's some kind of > collation or character set subtlety (i.e., "working as designed, but designed > weirdly", so to speak). > > If I find out anything useful, I'll post here on the list; for now, I suggest > that people using MySQL 5.x with RT use the MyISAM engine rather than InnoDB. > > Thanks again to those who replied to my post. > > Scott -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 10 10:51:25 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 18:51:25 +0300 Subject: [rt-users] Newline from base64 is not recognized In-Reply-To: <921777694.20051108140454@ipnet.ru> References: <921777694.20051108140454@ipnet.ru> Message-ID: <589c94400511100751x7e89f25eyeea7faf08f0e9bbf@mail.gmail.com> On 11/8/05, cronfy - ipnet wrote: > Hello everyone. > > I have RT v3.4.4. > > There is probably a bug of letter formatting in RT. > When a letter is base64 encoded, RT does not handle > newlines correctly and posts the entire message as > a single line. There is an axample of such a message > I've placed at http://cronfy.spb.ru/test/base64rt.msg. > It contains of several lines separated by 0x0A. > RT posts it into queue as a single line separated by nothing. > > Is there a way to fix this? I would be very thankful for any advice :-) IMHO there is no available fix now, but really looks like bug and should be fixed. May be it's bug in MIME-Tools package(one of the RT dependencies). Could you try to update it. > > -- > cronfy mailto:cronfy at ipnet.ru > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 10 10:37:46 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 18:37:46 +0300 Subject: [rt-users] Solaris 10 + Apache 2 + mysql + DBD In-Reply-To: References: Message-ID: <589c94400511100737u336d84bdie599ec8152d46fbd@mail.gmail.com> On 11/9/05, Ben Robson wrote: > > Hi all. > > I am working on getting RT working on a Solaris 10 x86 system using Apache > 2, mod_perl2 and Mysql. > > When I start Apache 2 it fires up fine. However as it accepts a connection > I get the Apache 2 clean install test page and the following log entry shows > up in error_log: > > [Wed Nov 09 15:58:58 2005] [error] [client an.ip.address] DBD::mysql > initialisation failed: Can't locate object method "driver" via package > "DBD::mysql" at /opt/csw/lib/perl/csw/DBI.pm line 747.\n\nPerhaps the > capitalisation of DBD 'mysql' isn't right. at > /opt/csw/share/perl/site_perl/DBIx/SearchBuilder/Handle.pm > line 108\n > > > > > > The following is where my DBD.pm perl module instances are located: > > /opt/csw/share/perl/site_perl/DBIx/DBSchema/DBD.pm > > /opt/csw/lib/perl/csw/DBI/DBD.pm Please, locate "DBD/mysql.pm" file. AFAIU it should be under /opt/csw/ dir. [snip] > > As some of you may have worked out, I am using the BlastWave Solaris > packages, as this has yielded the best result so far. I am using their > Perl, Apache2, Mysql4, gcc3 and perl modules where available. All other > modules have been installed via CPAN. Are you sure that BlastWave's perl has access to modules you've installed manually? > > So, with all this in hand, does anyone have any thoughts as to why the > "driver" object method might not be getting found? > > Thanks, > > BenR > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 10 11:10:23 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 19:10:23 +0300 Subject: [rt-users] Creating a mulipart html/text autoreply template? In-Reply-To: <1131467007.24125.8.camel@privateer.ecs.umass.edu> References: <1131467007.24125.8.camel@privateer.ecs.umass.edu> Message-ID: <589c94400511100810o2531f3benfeec20d96399deaf@mail.gmail.com> On 11/8/05, Davin Flatten wrote: > Is there anyway to create an HTML/text multi-part email template in rt3? > I tried overriding the Content-Type header to make a split email > template but it seems that Rt overrides this particular heading. Has > anyone successfully done this? No, this is not implemented, RT couldn't send HTML mails without hacks. > > Thanks you for any help anyone can provide. > > Sincerely, > -- > Davin Flatten > Unix Systems Administrator > Engineering Computer Services > University of Massachusetts, Amherst > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 10 11:16:05 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 19:16:05 +0300 Subject: [rt-users] moving a ticket to a queue whose name is the same as the name of the user who just took/stole the ticket In-Reply-To: <43713448.1050207@coral8.com> References: <43713448.1050207@coral8.com> Message-ID: <589c94400511100816i3907cdb2h2362dae6cffeee07@mail.gmail.com> On 11/9/05, Thanh Tran wrote: > Newbie here.. > Need help with moving tickets that get taken/stolen.. > Specifically: When a user takes or steals a ticket, the ticket should > also get moved to the queue whose name matches the name of the rt user > who just took/stole the ticket > > Assume: each rt user has a queue whose name matches the rt user's username. "You shouldn't want to do it" (c) > > This could be done via scrip, I think. Code should be something like this(note tested): my $actor_name = $Ticket->CreatorObj->Name; my $queue = RT::Queue->new( $RT::SystemUser ); $queue->Load( $actor_name ); unless( $queue->id ) { $RT::Logger->info( "couldn't load queue '$actor_name'" ); return 0; } my ($status, $msg) = $Ticket->SetQueue( $queue->id ); unless( $status ) { $RT::Logger->info( "couldn't set queue: $msg" ); return 0; } return 1; For more info read wiki. > > But, I need help with the scrip that does what I want. > > Thanks in advance! > Thanh > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 10 11:20:00 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 19:20:00 +0300 Subject: [rt-users] sql data from 1.0.7 In-Reply-To: <332EBD84-3C80-4991-85B7-6363C97CF6BF@curis.com> References: <332EBD84-3C80-4991-85B7-6363C97CF6BF@curis.com> Message-ID: <589c94400511100820o46e23068o42b8a08f5bb8c36c@mail.gmail.com> There is only RT2 to RT3 script available on the BPS site. I don't know anything about RT1 to RT2 upgrade procedure. I think you can find info in RT2 traball in README file or in UPGRADE file. On 11/10/05, Derek Cunningham wrote: > Hi all, > > Currently we are using RT 1.0.7 with a mysql database. I just got RT > 3.4.4 up and running on a new machine (also mysql). How would we go > about bringing our old data with us? I don't have to keep the data > useable, but I need to keep it browseable. We've got 6 years and > over 10,000 tickets worth of information that we'd like to keep > accessible. > > I don't know where to start. I searched mailing list archives and > the wiki, but I'm not finding any relevant info. > > Thanks in advance > > -Derek Cunningham > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 10 11:31:13 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 19:31:13 +0300 Subject: [rt-users] where can I found "dictionary" in RT 3.5.5? In-Reply-To: References: <20051110141532.GO3595@chaka.net> Message-ID: <589c94400511100831j4cdfe6f1gc49f953e10b31216@mail.gmail.com> IMHO for two years this is part of the WishList(see wiki) On 11/10/05, Torsten Brumm wrote: > Yes, this sounds also to me really usefull. I'm fighting at the moment with > the same situation. > > Image the following: You are a helpdesk and you will choose under pressure > the options: > > Category Type Item > Software Apple Failure > Software Apple Installation > Software Apple Update > Hardware HP Installation > Hardware HP Repair > Hardware HP Crash > Telco D2 New Number > Telco D2 Stolen > > Etc. > > If you now have a deeper look for the custom fields: > > 1. CF: Category -> Options are Software, Hardware and Telco. If you choose > Hardware > 2. CF: Type -> will only shows the Entries for HP in this case and if you > choose one of them you get only > 3. CF: Item -> the value from:Hardware:HP:Installation or Repair or Crash > > This is i think a really usefull feature.... > > > Callto://torsten_brumm > > Thanks in advance > .... > : Torsten Brumm > : IT Security Engineer > : > : Kuehne + Nagel > : HAM - MI-C > : > : Ferdinand Strasse 29-33 > : 20095 Hamburg > : > : +49 (40) 329 15 199 > : +49 (40) 329 15 500 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > .... > > > -----Urspr?ngliche Nachricht----- > > Von: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > > von Todd Chapman > > Gesendet: Donnerstag, 10. November 2005 15:16 > > An: Jan Hudec > > Cc: rt-users at lists.bestpractical.com > > Betreff: Re: [rt-users] where can I found "dictionary" in RT 3.5.5? > > > > On Thu, Nov 10, 2005 at 07:44:28AM +0100, Jan Hudec wrote: > > > > > > I can't imagine how that would be useful. Perhaps I don't really > > > understand what you mean. How do you want to use it? > > > > > > -- > > > Jan 'Bulb' > > Hudec > > > > I think what he wants is a custom field that has options that > > change based on the selection in another custom field. > > Something that would require Javascript or XForms. > > > > -Todd > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From cjayaprakashreddy at yahoo.com Thu Nov 10 11:26:39 2005 From: cjayaprakashreddy at yahoo.com (JP Chilumula) Date: Thu, 10 Nov 2005 08:26:39 -0800 (PST) Subject: [rt-users] Stumped! Assign ticket to someone Message-ID: <20051110162639.39231.qmail@web36914.mail.mud.yahoo.com> Amigos, Just wondering whether any of you could give me some pointers on what I am doing wrong. I've installed RT and.. 1) created several queues 2) added a group InfolabAdmins as Watchers (AdminCC) 3) changed the rights on the group globally to superuser Now, if I want to change the owner of the ticket, none of the members of InfolabAdmins show up in the dropdown. The dropdown just has Nobody. Also, the group is not showing up in Current watchers of a ticket. Any help is highly appreciated! Thank you! JP. __________________________________ Yahoo! FareChase: Search multiple travel sites in one click. http://farechase.yahoo.com From rfh at pipex.net Thu Nov 10 11:42:28 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 10 Nov 2005 16:42:28 +0000 Subject: [rt-users] firefox/ debian Message-ID: <43737874.4050805@pipex.net> Hi there; this maybe of topic so apology in advance, but some of my users complain RT does not work very well when viewed by firefox on debian . the symptoms "it works for a while, then I'll try clicking a link and nothing happens - the pages just never load or refresh". Our RT instance is installed on a Gentoo/apache2/mod_perl2 server. I know this maybe a browser issue, but just wondering if anyone else had this problem and know why it happens. Thanks; Roy From rfh at pipex.net Thu Nov 10 11:43:40 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 10 Nov 2005 16:43:40 +0000 Subject: [rt-users] Stumped! Assign ticket to someone In-Reply-To: <20051110162639.39231.qmail@web36914.mail.mud.yahoo.com> References: <20051110162639.39231.qmail@web36914.mail.mud.yahoo.com> Message-ID: <437378BC.8050401@pipex.net> You need to give them Own Ticket permissin from the (Global group rights) Roy JP Chilumula wrote: >Amigos, > >Just wondering whether any of you could give me some >pointers on what I am doing wrong. > >I've installed RT and.. >1) created several queues >2) added a group InfolabAdmins as Watchers (AdminCC) >3) changed the rights on the group globally to >superuser > >Now, if I want to change the owner of the ticket, none >of the members of InfolabAdmins show up in the >dropdown. The dropdown just has Nobody. > >Also, the group is not showing up in Current watchers >of a ticket. > >Any help is highly appreciated! > >Thank you! >JP. > > > >__________________________________ >Yahoo! FareChase: Search multiple travel sites in one click. >http://farechase.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 > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > > > From ruslan.zakirov at gmail.com Thu Nov 10 11:45:18 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 19:45:18 +0300 Subject: [rt-users] reply template In-Reply-To: <1131469337.26250.40.camel@cbacc-security3.mccombs.utexas.edu> References: <1131469337.26250.40.camel@cbacc-security3.mccombs.utexas.edu> Message-ID: <589c94400511100845h652e26aw4b70680a6d73e7ef@mail.gmail.com> On 11/8/05, Ed Davison wrote: > I know that it is possible to create a template that is used by various > parts of the RT system to handle/respond to various situations. > > But, I have not been able to figure out how to do the following: > > I have a queue that handles requests for certain permissions. Once the > permissions have been taken care of I want to send out a "standard" > reply with certain information in it. But, I do not want this to be the > "resolved" template or they would get this info every time I closed the > ticket. If they responded back with more questions I do not want them > to get this "stanard reply" again. > > Is there a way to setup a template that can be used in this way? Yes. IMHO you need special scrip condition http://wiki.bestpractical.com/index.cgi?OnResolveOnce that triggers resolve action only once at the first time. > > -- > > -------------------------- > Ed Davison > Sr. Systems Analyst > McCombs School of Business > 512-232-6620 voice > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 10 11:47:12 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 19:47:12 +0300 Subject: [rt-users] Assign on reply In-Reply-To: References: Message-ID: <589c94400511100847i5291d2f6x1702a1ef1095cc83@mail.gmail.com> http://wiki.bestpractical.com/?Contributions http://wiki.bestpractical.com/index.cgi?AutoSetOwner On 11/9/05, Haim Dimer wrote: > I have an email address all my customers use to contact us > (support@). Whenever they send an email to this address, it creates a > ticket. That's great. > > Now I have noc people replying to these emails, which goes through RT > and changes the status of a ticket from new to open when there is a > reply. That's great. > > I want RT to automatically assign the ticket to the person who first > replied to the ticket email. RT needs to be sure that this person is > an RT user. I think that's what the scrips are for, I'm just not sure > as to how to do it. > > Haim Dimer > Systems Administrator > Prolexic Technologies > Office: 866-800-0366 x 1023 > Fax: 954-925-6642 > www.prolexic.com > hdimer at prolexic.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From sturner at MIT.EDU Thu Nov 10 11:47:37 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 10 Nov 2005 11:47:37 -0500 Subject: [rt-users] Stumped! Assign ticket to someone In-Reply-To: <20051110162639.39231.qmail@web36914.mail.mud.yahoo.com> References: <20051110162639.39231.qmail@web36914.mail.mud.yahoo.com> Message-ID: <6.2.1.2.2.20051110114456.03251cd8@po14.mit.edu> At Thursday 11/10/2005 11:26 AM, JP Chilumula wrote: >Amigos, > >Just wondering whether any of you could give me some >pointers on what I am doing wrong. > >I've installed RT and.. >1) created several queues >2) added a group InfolabAdmins as Watchers (AdminCC) >3) changed the rights on the group globally to >superuser > >Now, if I want to change the owner of the ticket, none >of the members of InfolabAdmins show up in the >dropdown. The dropdown just has Nobody. > >Also, the group is not showing up in Current watchers >of a ticket. > >Any help is highly appreciated! > >Thank you! >JP. >Strange as it may seem, superusers don't appear in the list of potential >owners. You'll have to grant OwnTicket on the queues to InfolabAdmins Steve From rfh at pipex.net Thu Nov 10 11:55:12 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 10 Nov 2005 16:55:12 +0000 Subject: [rt-users] Stumped! Assign ticket to someone In-Reply-To: <6.2.1.2.2.20051110114456.03251cd8@po14.mit.edu> References: <20051110162639.39231.qmail@web36914.mail.mud.yahoo.com> <6.2.1.2.2.20051110114456.03251cd8@po14.mit.edu> Message-ID: <43737B70.8070308@pipex.net> I think JP is using version > 3.4.3, from memory somewhere in the README. super user does not automatically have own tickets right.. Roy Stephen Turner wrote: > > At Thursday 11/10/2005 11:26 AM, JP Chilumula wrote: > >> Amigos, >> >> Just wondering whether any of you could give me some >> pointers on what I am doing wrong. >> >> I've installed RT and.. >> 1) created several queues >> 2) added a group InfolabAdmins as Watchers (AdminCC) >> 3) changed the rights on the group globally to >> superuser >> >> Now, if I want to change the owner of the ticket, none >> of the members of InfolabAdmins show up in the >> dropdown. The dropdown just has Nobody. >> >> Also, the group is not showing up in Current watchers >> of a ticket. >> >> Any help is highly appreciated! >> >> Thank you! >> JP. > > >> Strange as it may seem, superusers don't appear in the list of >> potential owners. You'll have to grant OwnTicket on the queues to >> InfolabAdmins > > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > Download a free sample chapter from http://rtbook.bestpractical.com > From ruslan.zakirov at gmail.com Thu Nov 10 11:55:17 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 19:55:17 +0300 Subject: [rt-users] firefox/ debian In-Reply-To: <43737874.4050805@pipex.net> References: <43737874.4050805@pipex.net> Message-ID: <589c94400511100855h16488915m5105f6b7c0db2051@mail.gmail.com> It's possible when user's session is locked by another request of this user(may be previous request which was stopped in the middle or may be it was very slow search request that's still working and blocks session data). This can be fixed partly with catching $SIG{PIPE}, patches are wellcome. On 11/10/05, Roy El-Hames wrote: > Hi there; > this maybe of topic so apology in advance, but some of my users > complain RT does not work very well when viewed by firefox on debian . > the symptoms "it works for a while, then I'll try clicking a link and > nothing happens - the pages just never load or refresh". > Our RT instance is installed on a Gentoo/apache2/mod_perl2 server. > I know this maybe a browser issue, but just wondering if anyone else had > this problem and know why it happens. > > Thanks; > Roy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Nov 10 12:06:55 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 20:06:55 +0300 Subject: [rt-users] Stumped! Assign ticket to someone In-Reply-To: <6.2.1.2.2.20051110114456.03251cd8@po14.mit.edu> References: <20051110162639.39231.qmail@web36914.mail.mud.yahoo.com> <6.2.1.2.2.20051110114456.03251cd8@po14.mit.edu> Message-ID: <589c94400511100906k44b02bb7td22bc8820168de@mail.gmail.com> http://wiki.bestpractical.com/index.cgi?SuperUser On 11/10/05, Stephen Turner wrote: > > At Thursday 11/10/2005 11:26 AM, JP Chilumula wrote: > >Amigos, > > > >Just wondering whether any of you could give me some > >pointers on what I am doing wrong. > > > >I've installed RT and.. > >1) created several queues > >2) added a group InfolabAdmins as Watchers (AdminCC) > >3) changed the rights on the group globally to > >superuser > > > >Now, if I want to change the owner of the ticket, none > >of the members of InfolabAdmins show up in the > >dropdown. The dropdown just has Nobody. > > > >Also, the group is not showing up in Current watchers > >of a ticket. > > > >Any help is highly appreciated! > > > >Thank you! > >JP. > > >Strange as it may seem, superusers don't appear in the list of potential > >owners. You'll have to grant OwnTicket on the queues to InfolabAdmins > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From rfh at pipex.net Thu Nov 10 13:32:26 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 10 Nov 2005 18:32:26 +0000 Subject: [rt-users] Date search results in ISO Message-ID: <4373923A.1030603@pipex.net> Hi; Is there any straight simple way to convert (or get) Date fields in searches to be in yyyy-mm-dd (same as stored in database) or dd-mm-yyyy instead of day name of month etc .. ie I would like 10:30:23 10/11/2005 or 10:30:23 2005/11/10 instead of Thu Nov 1o 10:30:23 2005 or ist possible to import it to excel in that format.. rt-3.4.4 , mod_perl2,apache2 Thanks; Roy From sturner at MIT.EDU Thu Nov 10 13:42:00 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 10 Nov 2005 13:42:00 -0500 Subject: [rt-users] Date search results in ISO In-Reply-To: <4373923A.1030603@pipex.net> References: <4373923A.1030603@pipex.net> Message-ID: <6.2.1.2.2.20051110133717.0329d338@po14.mit.edu> At Thursday 11/10/2005 01:32 PM, Roy El-Hames wrote: >Hi; > >Is there any straight simple way to convert (or get) Date fields in >searches to be in yyyy-mm-dd (same as stored in database) or dd-mm-yyyy >instead of day name of month etc .. ie I would like 10:30:23 10/11/2005 or >10:30:23 2005/11/10 instead of Thu Nov 1o 10:30:23 2005 >or ist possible to import it to excel in that format.. > >rt-3.4.4 , mod_perl2,apache2 > >Thanks; We added a callback to do this for the Created date. Our formats are mm/dd/yy and ISO. The callback file name is Callbacks/xxx/Elements/RT__Ticket/ColumnMap/ColumnMap We didn't tweak the UI yet, so the only way to use these in our setup is to go to the advanced search screen and type CreatedShort or CreatedISO in the lower box that lists the result columns. Steve <%ARGS> $COLUMN_MAP => undef <%init> $COLUMN_MAP->{'CreatedShort'} = { title => 'Created', attribute => 'Created', value => sub { my ($date, $time) = split(' ', $_[0]->CreatedObj->ISO); my ($y, $m, $d) = split ('-', $date); return "$m/$d/$y"; } }; $COLUMN_MAP->{'CreatedISO'} = { title => 'Created', attribute => 'Created', value => sub { return $_[0]->CreatedObj->ISO } }; From jesse at bestpractical.com Thu Nov 10 13:45:21 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 10 Nov 2005 13:45:21 -0500 Subject: [rt-users] Date search results in ISO In-Reply-To: <4373923A.1030603@pipex.net> References: <4373923A.1030603@pipex.net> Message-ID: <20051110184521.GH9217@bestpractical.com> On Thu, Nov 10, 2005 at 06:32:26PM +0000, Roy El-Hames wrote: > Hi; > > Is there any straight simple way to convert (or get) Date fields in > searches to be in yyyy-mm-dd (same as stored in database) or dd-mm-yyyy > instead of day name of month etc .. ie I would like 10:30:23 10/11/2005 > or 10:30:23 2005/11/10 instead of Thu Nov 1o 10:30:23 2005 > or ist possible to import it to excel in that format.. I wonder if you could use RT's localization framework to "localize" the English date format.. > rt-3.4.4 , mod_perl2,apache2 > > Thanks; > Roy > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From murphy at genome.chop.edu Thu Nov 10 13:36:58 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 10 Nov 2005 13:36:58 -0500 Subject: [rt-users] Ability to annotate attachments Message-ID: <4373934A.40008@genome.chop.edu> Has anyone else ever wished it were possible to type in a one-liner description along with each uploaded attachment? For very long tickets with many attachments, this would be helpful. I also wish it were possible to sort attachments by date (which I think should be the default) and by name. It would also be nice to have a link next to each attachment that would zap you down to the section of the ticket where the attachment was made. Regards, Kevin Murphy From nkj at clusterfs.com Thu Nov 10 14:31:12 2005 From: nkj at clusterfs.com (Nick Jennings) Date: Thu, 10 Nov 2005 20:31:12 +0100 Subject: [rt-users] Bugzilla -> RT migration script? Message-ID: <4373A000.7030802@clusterfs.com> Hello, We are in the beginning stages of a migration from bugzilla to RT for bugs and process tracking within the company. I was wondering if anyone has gone through this procedure before, and more specifically if there was already a script out there to migrate the bugzilla database entries into the RT database? We'd most likely have to modify this script to our needs, but it would give us a huge head start. If anyone knows of such a script, or has gone through this kind of process before and has any knowledge to share, it would be much appreciated. Thanks, Nick Jennings Cluster File Systems, Inc. From tom at redpepperracing.com Thu Nov 10 14:35:51 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Thu, 10 Nov 2005 14:35:51 -0500 Subject: [rt-users] firefox/ debian In-Reply-To: <43737874.4050805@pipex.net> References: <43737874.4050805@pipex.net> Message-ID: <4373A117.50401@redpepperracing.com> Roy El-Hames wrote: > Hi there; > this maybe of topic so apology in advance, but some of my users > complain RT does not work very well when viewed by firefox on debian . > the symptoms "it works for a while, then I'll try clicking a link and > nothing happens - the pages just never load or refresh". > Our RT instance is installed on a Gentoo/apache2/mod_perl2 server. > I know this maybe a browser issue, but just wondering if anyone else > had this problem and know why it happens. > I have a similar problem, except that what happens is you can login fine, any link you click takes you back to the login page, if you login correctly, it takes you to the page for the link you clicked on earlier. If you click on anything on THAT page, it will again take you to the login page, if you then login again, it will take you to the newly selected page, ad infinitum. This does not happen with the Mozilla browser, or IE, or Firefox 1.5 Beta on Windows, but it does happen with Firefox 1.06 on Linux and Windows. Ideas would be appreciated. Tom From ruslan.zakirov at gmail.com Thu Nov 10 15:52:12 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 10 Nov 2005 23:52:12 +0300 Subject: [rt-users] firefox/ debian In-Reply-To: <4373A117.50401@redpepperracing.com> References: <43737874.4050805@pipex.net> <4373A117.50401@redpepperracing.com> Message-ID: <589c94400511101252g78d07dc0gc1f5f7f21a7ace39@mail.gmail.com> On 11/10/05, Tom Lichti wrote: > Roy El-Hames wrote: > > Hi there; > > this maybe of topic so apology in advance, but some of my users > > complain RT does not work very well when viewed by firefox on debian . > > the symptoms "it works for a while, then I'll try clicking a link and > > nothing happens - the pages just never load or refresh". > > Our RT instance is installed on a Gentoo/apache2/mod_perl2 server. > > I know this maybe a browser issue, but just wondering if anyone else > > had this problem and know why it happens. > > > I have a similar problem, except that what happens is you can login It's different problem and please next time create new thread for your problems. About your roblem: 1) you should check that RT setups cookie. Firefox has cookie manager. 2) you should check RT's log files 3) you also MUST provide info about RT version, about DB you use and your RT_SiteConfig.pm and only then we can talk about it more. > fine, any link you click takes you back to the login page, if you login > correctly, it takes you to the page for the link you clicked on earlier. > If you click on anything on THAT page, it will again take you to the > login page, if you then login again, it will take you to the newly > selected page, ad infinitum. This does not happen with the Mozilla > browser, or IE, or Firefox 1.5 Beta on Windows, but it does happen with > Firefox 1.06 on Linux and Windows. > > Ideas would be appreciated. > > Tom -- Best regards, Ruslan. From tom at redpepperracing.com Thu Nov 10 14:56:50 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Thu, 10 Nov 2005 14:56:50 -0500 Subject: [rt-users] firefox/ debian In-Reply-To: <589c94400511101252g78d07dc0gc1f5f7f21a7ace39@mail.gmail.com> References: <43737874.4050805@pipex.net> <4373A117.50401@redpepperracing.com> <589c94400511101252g78d07dc0gc1f5f7f21a7ace39@mail.gmail.com> Message-ID: <4373A602.4090703@redpepperracing.com> Ruslan Zakirov wrote: >>> >> I have a similar problem, except that what happens is you can login >> > It's different problem and please next time create new thread for your problems. > About your roblem: > 1) you should check that RT setups cookie. Firefox has cookie manager. > 2) you should check RT's log files > 3) you also MUST provide info about RT version, about DB you use and > your RT_SiteConfig.pm > and only then we can talk about it more. > Right, yes, my mistake. I will investigate those issues in more detail, and if needed I will start a new thread, and my apologies for hijacking this one. Tom From rmatney at amicus.com Thu Nov 10 17:44:18 2005 From: rmatney at amicus.com (Robert Matney) Date: Thu, 10 Nov 2005 16:44:18 -0600 Subject: [rt-users] Max size for inline display of attachments Message-ID: <391FF52A-0923-408F-BE8F-2B8002E1A9F6@amicus.com> Hello All, Is there a setting that can be adjusted to limit the maximum size of an attachment that will be displayed inline within a ticket? For example, can I set RT to not display an attachment if it is larger than 50 KB? Thank you in advance for your time, ____ Robert Matney Amicus, Inc. www.Amicus.com From ruslan.zakirov at gmail.com Thu Nov 10 18:19:51 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 11 Nov 2005 02:19:51 +0300 Subject: [rt-users] Max size for inline display of attachments In-Reply-To: <391FF52A-0923-408F-BE8F-2B8002E1A9F6@amicus.com> References: <391FF52A-0923-408F-BE8F-2B8002E1A9F6@amicus.com> Message-ID: <589c94400511101519r26fc958cm92eac0c2cb359d8@mail.gmail.com> On 11/11/05, Robert Matney wrote: > Hello All, > > Is there a setting that can be adjusted to limit the maximum size of > an attachment that will be displayed inline within a ticket? For > example, can I set RT to not display an attachment if it is larger > than 50 KB? See RT config? > > Thank you in advance for your time, > ____ > Robert Matney > Amicus, Inc. > www.Amicus.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From asmoore at edge.net Thu Nov 10 18:25:38 2005 From: asmoore at edge.net (Alex Moore) Date: Thu, 10 Nov 2005 17:25:38 -0600 Subject: [rt-users] Solaris 10 + Apache 2 + mysql + DBD In-Reply-To: <589c94400511100737u336d84bdie599ec8152d46fbd@mail.gmail.com> References: <589c94400511100737u336d84bdie599ec8152d46fbd@mail.gmail.com> Message-ID: <20051110172538.00004a37@sws602> On Thu, 10 Nov 2005 18:37:46 +0300 Ruslan Zakirov wrote: > > The following is where my DBD.pm perl module instances are located: > > > > /opt/csw/share/perl/site_perl/DBIx/DBSchema/DBD.pm > > > > /opt/csw/lib/perl/csw/DBI/DBD.pm > Please, locate "DBD/mysql.pm" file. AFAIU it should be > under /opt/csw/ dir. [snip] > > > > As some of you may have worked out, I am using the BlastWave Solaris > > packages, as this has yielded the best result so far. I am using > > their Perl, Apache2, Mysql4, gcc3 and perl modules where > > available. All other modules have been installed via CPAN. > Are you sure that BlastWave's perl has access to modules you've > installed manually? This is a good point Ruslan and if Ben still has problems, I should be able to help him. I build most of the blastwave perl modules and most of those modules are built for my production RT site. However, I do not use apache2, mod_perl2 or mysql, so there may be a few modules missing from the blastwave packages. I use apache, mod_perl and postgresql. I also use the same except using mysql4 on a test Solaris host. The OP can mail be privately on any modules needed and I will see what I can do. If the OP is building modules using gcc that create shared library objects, then that could be a problem. I attached a brief description of how I build perl modules. Also attached is a file to source for setting up the build environment. Of course, the compiler options (CC, CXX, F77, CFLAGS) are wrong for the OP. I will also try to help in other ways, such as my build scripts for RT, if desired. Or if you want to start with apache, mod_perl, it is a fairly simple path to install my RT package. Alex -- -------------- next part -------------- A non-text attachment was scrubbed... Name: perl-myflags.i386 Type: application/octet-stream Size: 393 bytes Desc: not available URL: -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: perl-BUILD.NOTES.txt URL: From ben.robson at classicblue.com.au Thu Nov 10 19:13:02 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Fri, 11 Nov 2005 11:13:02 +1100 Subject: [rt-users] Solaris 10 + Apache 2 + mysql + DBD Message-ID: Thanks for the follow up guys, but I managed to solve all my problems. This problem, and a later one I posted about, both existed due to duplicate DBI and DBD library sets existing in the /opt/csw path. e.g. /opt/csw/share/perl/site_perl/DBIx/DBSchema/DBD.pm /opt/csw/lib/perl/csw/DBI/DBD.pm When I changed the name of the "correct" one, from say DBD.pm to DBD.pm~bak, suddenly everything started working. BINGO!!! My build method, and I hope to find time to generate a build document, was to essentially follow the RT install guide, but as it had a requirement I installed the Blastwave package. So, as I required Apache : % pkg-get -i Apache2 ... as I required perl : % pkg-get -i perl Etc... The most noticeable variation to the RT install documentation that I took, was when it said to "% make fixdeps", I did "% gmake testdeps" and ran down the list of not-found dependencies (this was a Solaris 10 core install, so there were plenty). I then used the Blastwave package manager to install as many of those as possible, instead of letting "% gmake fixdeps" do all of the leg work. This meant that when I did 'fixdeps' it was almost a works first time job. So everything is working great now. The only way Blastwave could have made my life any easier would have been if "% pkg-get -I RT" worked. Thanks, BenR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Alex Moore Sent: Friday, 11 November 2005 10:26 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Solaris 10 + Apache 2 + mysql + DBD On Thu, 10 Nov 2005 18:37:46 +0300 Ruslan Zakirov wrote: > > The following is where my DBD.pm perl module instances are located: > > > > /opt/csw/share/perl/site_perl/DBIx/DBSchema/DBD.pm > > > > /opt/csw/lib/perl/csw/DBI/DBD.pm > Please, locate "DBD/mysql.pm" file. AFAIU it should be > under /opt/csw/ dir. [snip] > > > > As some of you may have worked out, I am using the BlastWave Solaris > > packages, as this has yielded the best result so far. I am using > > their Perl, Apache2, Mysql4, gcc3 and perl modules where > > available. All other modules have been installed via CPAN. > Are you sure that BlastWave's perl has access to modules you've > installed manually? This is a good point Ruslan and if Ben still has problems, I should be able to help him. I build most of the blastwave perl modules and most of those modules are built for my production RT site. However, I do not use apache2, mod_perl2 or mysql, so there may be a few modules missing from the blastwave packages. I use apache, mod_perl and postgresql. I also use the same except using mysql4 on a test Solaris host. The OP can mail be privately on any modules needed and I will see what I can do. If the OP is building modules using gcc that create shared library objects, then that could be a problem. I attached a brief description of how I build perl modules. Also attached is a file to source for setting up the build environment. Of course, the compiler options (CC, CXX, F77, CFLAGS) are wrong for the OP. I will also try to help in other ways, such as my build scripts for RT, if desired. Or if you want to start with apache, mod_perl, it is a fairly simple path to install my RT package. Alex -- From andrew at staff.esc.net.au Thu Nov 10 19:56:45 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Fri, 11 Nov 2005 11:26:45 +1030 Subject: [rt-users] Delete Button In-Reply-To: Message-ID: <20051111005746.9B2B261FBD9@sr-gw.esc.net.au> Hi, As an ISP we get a lot of spam coming in to our ticket queues (support@ abuse@ etc) Has anyone been able to make a delete link that sits up near the resolve/open/take links? This would be handy rather than having to go to the basics then select deleted. I know we can use multiple ticket update, but some of them cant be identified as spam until we view it. Thanks Andrew From rickm at mailguard.com.au Thu Nov 10 21:05:44 2005 From: rickm at mailguard.com.au (Rick Measham) Date: Fri, 11 Nov 2005 13:05:44 +1100 Subject: [rt-users] Delete Button In-Reply-To: <20051111005746.9B2B261FBD9@sr-gw.esc.net.au> References: <20051111005746.9B2B261FBD9@sr-gw.esc.net.au> Message-ID: <4373FC78.60003@mailguard.com.au> Andrew Xenides wrote: > Has anyone been able to make a delete link that sits up near the > resolve/open/take links? The following patch will do it for you... but remember that you don't get a confirmation at all ... once the link is clicked on, the ticket it deleted (though the resulting page would let you re-instate it!) Cheers! Rick Measham --- /opt/rt3/share/html/Ticket/Elements/Tabs 2005-02-11 08:25:22.000000000 +1100 +++ /opt/rt3/local/html/Ticket/Elements/Tabs 2005-11-11 13:02:42.000000000 +1100 @@ -160,6 +160,13 @@ } } +if ( $Ticket->CurrentUserHasRight('DeleteTicket') ) { + $actions->{'G'} = { + title => loc('Delete'), + path => "Ticket/Modify.html?id=$id&Status=deleted" + } +} + if ( $Ticket->CurrentUserHasRight('OwnTicket') ) { if ( $Ticket->OwnerObj->id == $RT::Nobody->id ) { $actions->{'D'} = { path => "Ticket/Display.html?Action=Take&id=" . $id, -- Rick Measham MailGuard Pty. Limited Email anti-virus, anti-spam and content filtering Melbourne 68-72 York St South Melbourne VIC 3205 P +61 3 9694 4444 Sydney Level 20, Tower 2 Darling Park, 201 Sussex Street, Sydney NSW 2000 P +61 2 9004 7889 http://www.mailguard.com.au/mg -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3190 bytes Desc: S/MIME Cryptographic Signature URL: From rmroland at indiana.edu Thu Nov 10 10:02:13 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Thu, 10 Nov 2005 10:02:13 -0500 Subject: [rt-users] RT CLI tool features Message-ID: Speaking of the RT CLI tool, are there plans to extend its functionality any? For example, how about adding the ability to set custom field values? Or perhaps to specify a local file to add as an attachment to a ticket... Thanks, Ryan Roland Network & Security Administrator Information Technology Division of Recreational Sports Indiana University From jesse at bestpractical.com Thu Nov 10 22:23:11 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 10 Nov 2005 22:23:11 -0500 Subject: [rt-users] RT CLI tool features In-Reply-To: References: Message-ID: <20051111032310.GP9217@bestpractical.com> On Thu, Nov 10, 2005 at 10:02:13AM -0500, Roland, Ryan M wrote: > Speaking of the RT CLI tool, are there plans to extend its functionality > any? For example, how about adding the ability to set custom field > values? Or perhaps to specify a local file to add as an attachment to a > ticket... Patches are most certainly welcome. Best, Jesse > Thanks, > > Ryan Roland > > Network & Security Administrator > Information Technology > Division of Recreational Sports > Indiana University From lwang at clusterfs.com Thu Nov 10 23:12:32 2005 From: lwang at clusterfs.com (lwang) Date: Fri, 11 Nov 2005 12:12:32 +0800 Subject: [rt-users] Set custom field value by command line rt Message-ID: <43741A30.9060608@clusterfs.com> Hi all, Does anyone know how to set the value of a custom field by the command line rt? I am using rt-3.5.5. Any response is appreciated. Best regards, Wang From yusy at clusterfs.com Thu Nov 10 23:27:54 2005 From: yusy at clusterfs.com (Yu Suyuan) Date: Fri, 11 Nov 2005 12:27:54 +0800 Subject: AW: [rt-users] where can I found "dictionary" in RT 3.5.5? In-Reply-To: References: Message-ID: <43741DCA.60803@clusterfs.com> Torsten Brumm wrote: >Yes, this sounds also to me really usefull. I'm fighting at the moment with >the same situation. > >Image the following: You are a helpdesk and you will choose under pressure >the options: > >Category Type Item >Software Apple Failure >Software Apple Installation >Software Apple Update >Hardware HP Installation >Hardware HP Repair >Hardware HP Crash >Telco D2 New Number >Telco D2 Stolen > >Etc. > > > Yes, I want to do similiar things to you, and I also have found 'category' nearly meet my requirement, and I am on the way to more testing...... Thanks all! >If you now have a deeper look for the custom fields: > >1. CF: Category -> Options are Software, Hardware and Telco. If you choose >Hardware >2. CF: Type -> will only shows the Entries for HP in this case and if you >choose one of them you get only >3. CF: Item -> the value from:Hardware:HP:Installation or Repair or Crash > >This is i think a really usefull feature.... > > >Callto://torsten_brumm > > Thanks in advance > .... > : Torsten Brumm > : IT Security Engineer > : > : Kuehne + Nagel > : HAM - MI-C > : > : Ferdinand Strasse 29-33 > : 20095 Hamburg > : > : +49 (40) 329 15 199 > : +49 (40) 329 15 500 > : > : torsten.brumm at kuehne-nagel.com > : www.kn-portal.com > : icq: 78258840 > .... > > > >>-----Urspr?ngliche Nachricht----- >>Von: rt-users-bounces at lists.bestpractical.com >>[mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag >>von Todd Chapman >>Gesendet: Donnerstag, 10. November 2005 15:16 >>An: Jan Hudec >>Cc: rt-users at lists.bestpractical.com >>Betreff: Re: [rt-users] where can I found "dictionary" in RT 3.5.5? >> >>On Thu, Nov 10, 2005 at 07:44:28AM +0100, Jan Hudec wrote: >> >> >>>I can't imagine how that would be useful. Perhaps I don't really >>>understand what you mean. How do you want to use it? >>> >>>-- >>> Jan 'Bulb' >>> >>> >>Hudec >> >>I think what he wants is a custom field that has options that >>change based on the selection in another custom field. >>Something that would require Javascript or XForms. >> >>-Todd >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.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 > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri Nov 11 00:35:20 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 11 Nov 2005 08:35:20 +0300 Subject: [rt-users] Set custom field value by command line rt In-Reply-To: <43741A30.9060608@clusterfs.com> References: <43741A30.9060608@clusterfs.com> Message-ID: <589c94400511102135n52d329fem370afeda1ffb24d9@mail.gmail.com> On 11/11/05, lwang wrote: > Hi all, > > Does anyone know how to set the value of a custom field by the command > line rt? > > I am using rt-3.5.5. > > Any response is appreciated. It's not implemented. patches are wellcome. > > Best regards, > Wang > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From tim.berger at gmail.com Fri Nov 11 01:17:41 2005 From: tim.berger at gmail.com (Tim Berger) Date: Thu, 10 Nov 2005 22:17:41 -0800 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> Message-ID: I tried upgrading to 3.4.5-pre1 (clean upgrade), but I get the following error when replying to tickets. Has anyone seen this? Thanks! This is perl, v5.8.3 built for i686-linux error: Can't locate object method "Clone" via package "RT::Users" at /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm line 436. context: ... 432: $RT::Logger->crit( "WhoHaveRight called with the Obsolete ObjectId/ObjectType API"); 433: return (undef); 434: } 435: 436: my $from_role = $self->Clone; 437: $from_role->WhoHaveRoleRight( %args ); 438: 439: my $from_group = $self->Clone; 440: $from_group->WhoHaveGroupRight( %args ); ... code stack: /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm:436 /export/home/rt/rt3prod/share/html/Elements/SelectOwner:84 /export/home/rt/rt3prod/share/html/Ticket/Update.html:63 /export/home/rt/rt3prod/share/html/autohandler:215 raw error On 11/8/05, Ruslan Zakirov wrote: > In the RT log should be something like "deep recursion in...", do you see it? > IMHO this was fixed and fix is in 3.4.5-pre1. > > On 11/9/05, Tim Berger wrote: > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > more. After setting the checkmark and choosing "Save Changes", mason > > seems to go off into the weeds, using java-like quantities of cpu and > > memory until I kill it. This is an upgraded installation from 3.0.10, > > if that makes any difference. > > -- -Tim From todd at chaka.net Fri Nov 11 02:00:30 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 11 Nov 2005 02:00:30 -0500 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> Message-ID: <20051111070030.GS3595@chaka.net> You need to install the latest DBIx::SearchBuilder. RT's installer testdeps does not perform the check. -Todd On Thu, Nov 10, 2005 at 10:17:41PM -0800, Tim Berger wrote: > I tried upgrading to 3.4.5-pre1 (clean upgrade), but I get the following error > when replying to tickets. Has anyone seen this? Thanks! > This is perl, v5.8.3 built for i686-linux > > error: Can't locate object method "Clone" via package "RT::Users" > at /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm line 436. > context: > ... > 432: $RT::Logger->crit( "WhoHaveRight called with the Obsolete > ObjectId/ObjectType API"); > 433: return (undef); > 434: } > 435: > 436: my $from_role = $self->Clone; > 437: $from_role->WhoHaveRoleRight( %args ); > 438: > 439: my $from_group = $self->Clone; > 440: $from_group->WhoHaveGroupRight( %args ); > ... > code stack: /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm:436 > /export/home/rt/rt3prod/share/html/Elements/SelectOwner:84 > /export/home/rt/rt3prod/share/html/Ticket/Update.html:63 > /export/home/rt/rt3prod/share/html/autohandler:215 > raw error > > On 11/8/05, Ruslan Zakirov wrote: > > In the RT log should be something like "deep recursion in...", do you see it? > > IMHO this was fixed and fix is in 3.4.5-pre1. > > > > On 11/9/05, Tim Berger wrote: > > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > > more. After setting the checkmark and choosing "Save Changes", mason > > > seems to go off into the weeds, using java-like quantities of cpu and > > > memory until I kill it. This is an upgraded installation from 3.0.10, > > > if that makes any difference. > > > > > > -- > -Tim > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From tim.berger at gmail.com Fri Nov 11 01:24:44 2005 From: tim.berger at gmail.com (Tim Berger) Date: Thu, 10 Nov 2005 22:24:44 -0800 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: <20051111070030.GS3595@chaka.net> References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> <20051111070030.GS3595@chaka.net> Message-ID: This list is awesome! Thanks Todd! On 11/10/05, Todd Chapman wrote: > You need to install the latest DBIx::SearchBuilder. RT's > installer testdeps does not perform the check. > > -Todd > > On Thu, Nov 10, 2005 at 10:17:41PM -0800, Tim Berger wrote: > > I tried upgrading to 3.4.5-pre1 (clean upgrade), but I get the following error > > when replying to tickets. Has anyone seen this? Thanks! > > This is perl, v5.8.3 built for i686-linux > > > > error: Can't locate object method "Clone" via package "RT::Users" > > at /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm line 436. > > context: > > ... > > 432: $RT::Logger->crit( "WhoHaveRight called with the Obsolete > > ObjectId/ObjectType API"); > > 433: return (undef); > > 434: } > > 435: > > 436: my $from_role = $self->Clone; > > 437: $from_role->WhoHaveRoleRight( %args ); > > 438: > > 439: my $from_group = $self->Clone; > > 440: $from_group->WhoHaveGroupRight( %args ); > > ... > > code stack: /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm:436 > > /export/home/rt/rt3prod/share/html/Elements/SelectOwner:84 > > /export/home/rt/rt3prod/share/html/Ticket/Update.html:63 > > /export/home/rt/rt3prod/share/html/autohandler:215 > > raw error > > > > On 11/8/05, Ruslan Zakirov wrote: > > > In the RT log should be something like "deep recursion in...", do you see it? > > > IMHO this was fixed and fix is in 3.4.5-pre1. > > > > > > On 11/9/05, Tim Berger wrote: > > > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > > > more. After setting the checkmark and choosing "Save Changes", mason > > > > seems to go off into the weeds, using java-like quantities of cpu and > > > > memory until I kill it. This is an upgraded installation from 3.0.10, > > > > if that makes any difference. > > > > > > > > > > -- > > -Tim > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > -- -Tim From ruslan.zakirov at gmail.com Fri Nov 11 01:33:35 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 11 Nov 2005 09:33:35 +0300 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> Message-ID: <589c94400511102233x44fbaef3o330c26b0030ac468@mail.gmail.com> On 11/11/05, Tim Berger wrote: > I tried upgrading to 3.4.5-pre1 (clean upgrade), but I get the following error > when replying to tickets. Has anyone seen this? Thanks! > This is perl, v5.8.3 built for i686-linux also apply latest fix http://marc.theaimsgroup.com/?l=rt-commit&m=113168596115769&w=2 will fix "make testdeps" asap. > > > On 11/8/05, Ruslan Zakirov wrote: > > In the RT log should be something like "deep recursion in...", do you see it? > > IMHO this was fixed and fix is in 3.4.5-pre1. > > > > On 11/9/05, Tim Berger wrote: > > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > > more. After setting the checkmark and choosing "Save Changes", mason > > > seems to go off into the weeds, using java-like quantities of cpu and > > > memory until I kill it. This is an upgraded installation from 3.0.10, > > > if that makes any difference. > > > > > > -- > -Tim > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From tim.berger at gmail.com Fri Nov 11 01:37:10 2005 From: tim.berger at gmail.com (Tim Berger) Date: Thu, 10 Nov 2005 22:37:10 -0800 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> <20051111070030.GS3595@chaka.net> Message-ID: Uh oh. After installing the new seach builder, I get this with the new and old installs. Help! System error error: Can't locate object method "Columns" via package "RT::Attachments" at /export/home/rt/rt3prod/share/html/Ticket/Elements/FindAttachments line 56. context: ... 52: # We force the cache of ticket transactions to get populated up front. otherwise, the 53: # code that looks at attachments will look at each one in turn. 54: my $attachments = RT::Attachments->new( $session{'CurrentUser'} ); 55: 56: $attachments->Columns( qw( Id Filename ContentType Headers Subject Parent ContentEncoding ContentType TransactionId Created)); 57: 58: my $transactions = $attachments->NewAlias('Transactions'); 59: $attachments->Join( ALIAS1 => 'main', 60: FIELD1 => 'TransactionId', ... code stack: /export/home/rt/rt3prod/share/html/Ticket/Elements/FindAttachments:56 /export/home/rt/rt3prod/share/html/Ticket/Display.html:156 /export/home/rt/rt3prod/share/html/autohandler:215 On 11/10/05, Tim Berger wrote: > This list is awesome! Thanks Todd! > > On 11/10/05, Todd Chapman wrote: > > You need to install the latest DBIx::SearchBuilder. RT's > > installer testdeps does not perform the check. > > > > -Todd > > > > On Thu, Nov 10, 2005 at 10:17:41PM -0800, Tim Berger wrote: > > > I tried upgrading to 3.4.5-pre1 (clean upgrade), but I get the following error > > > when replying to tickets. Has anyone seen this? Thanks! > > > This is perl, v5.8.3 built for i686-linux > > > > > > error: Can't locate object method "Clone" via package "RT::Users" > > > at /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm line 436. > > > context: > > > ... > > > 432: $RT::Logger->crit( "WhoHaveRight called with the Obsolete > > > ObjectId/ObjectType API"); > > > 433: return (undef); > > > 434: } > > > 435: > > > 436: my $from_role = $self->Clone; > > > 437: $from_role->WhoHaveRoleRight( %args ); > > > 438: > > > 439: my $from_group = $self->Clone; > > > 440: $from_group->WhoHaveGroupRight( %args ); > > > ... > > > code stack: /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm:436 > > > /export/home/rt/rt3prod/share/html/Elements/SelectOwner:84 > > > /export/home/rt/rt3prod/share/html/Ticket/Update.html:63 > > > /export/home/rt/rt3prod/share/html/autohandler:215 > > > raw error > > > > > > On 11/8/05, Ruslan Zakirov wrote: > > > > In the RT log should be something like "deep recursion in...", do you see it? > > > > IMHO this was fixed and fix is in 3.4.5-pre1. > > > > > > > > On 11/9/05, Tim Berger wrote: > > > > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > > > > more. After setting the checkmark and choosing "Save Changes", mason > > > > > seems to go off into the weeds, using java-like quantities of cpu and > > > > > memory until I kill it. This is an upgraded installation from 3.0.10, > > > > > if that makes any difference. > > > > > > > > > > > > > > -- > > > -Tim > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > -- > -Tim > -- -Tim From ruslan.zakirov at gmail.com Fri Nov 11 01:42:34 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 11 Nov 2005 09:42:34 +0300 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> <20051111070030.GS3595@chaka.net> Message-ID: <589c94400511102242n527f3c55tf0b0b10cdb9ce451@mail.gmail.com> did you restart server(stop&start is required)? try clear mason cache. On 11/11/05, Tim Berger wrote: > Uh oh. After installing the new seach builder, I get this with the > new and old installs. Help! > > System error > error: Can't locate object method "Columns" via package > "RT::Attachments" at > /export/home/rt/rt3prod/share/html/Ticket/Elements/FindAttachments > line 56. > context: > ... > 52: # We force the cache of ticket transactions to get populated up > front. otherwise, the > 53: # code that looks at attachments will look at each one in turn. > 54: my $attachments = RT::Attachments->new( $session{'CurrentUser'} ); > 55: > 56: $attachments->Columns( qw( Id Filename ContentType Headers > Subject Parent ContentEncoding ContentType TransactionId Created)); > 57: > 58: my $transactions = $attachments->NewAlias('Transactions'); > 59: $attachments->Join( ALIAS1 => 'main', > 60: FIELD1 => 'TransactionId', > ... > code stack: /export/home/rt/rt3prod/share/html/Ticket/Elements/FindAttachments:56 > /export/home/rt/rt3prod/share/html/Ticket/Display.html:156 > /export/home/rt/rt3prod/share/html/autohandler:215 > > > On 11/10/05, Tim Berger wrote: > > This list is awesome! Thanks Todd! > > > > On 11/10/05, Todd Chapman wrote: > > > You need to install the latest DBIx::SearchBuilder. RT's > > > installer testdeps does not perform the check. > > > > > > -Todd > > > > > > On Thu, Nov 10, 2005 at 10:17:41PM -0800, Tim Berger wrote: > > > > I tried upgrading to 3.4.5-pre1 (clean upgrade), but I get the following error > > > > when replying to tickets. Has anyone seen this? Thanks! > > > > This is perl, v5.8.3 built for i686-linux > > > > > > > > error: Can't locate object method "Clone" via package "RT::Users" > > > > at /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm line 436. > > > > context: > > > > ... > > > > 432: $RT::Logger->crit( "WhoHaveRight called with the Obsolete > > > > ObjectId/ObjectType API"); > > > > 433: return (undef); > > > > 434: } > > > > 435: > > > > 436: my $from_role = $self->Clone; > > > > 437: $from_role->WhoHaveRoleRight( %args ); > > > > 438: > > > > 439: my $from_group = $self->Clone; > > > > 440: $from_group->WhoHaveGroupRight( %args ); > > > > ... > > > > code stack: /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm:436 > > > > /export/home/rt/rt3prod/share/html/Elements/SelectOwner:84 > > > > /export/home/rt/rt3prod/share/html/Ticket/Update.html:63 > > > > /export/home/rt/rt3prod/share/html/autohandler:215 > > > > raw error > > > > > > > > On 11/8/05, Ruslan Zakirov wrote: > > > > > In the RT log should be something like "deep recursion in...", do you see it? > > > > > IMHO this was fixed and fix is in 3.4.5-pre1. > > > > > > > > > > On 11/9/05, Tim Berger wrote: > > > > > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > > > > > more. After setting the checkmark and choosing "Save Changes", mason > > > > > > seems to go off into the weeds, using java-like quantities of cpu and > > > > > > memory until I kill it. This is an upgraded installation from 3.0.10, > > > > > > if that makes any difference. > > > > > > > > > > > > > > > > > > -- > > > > -Tim > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > > > > > -- > > -Tim > > > > > -- > -Tim > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From tim.berger at gmail.com Fri Nov 11 02:01:24 2005 From: tim.berger at gmail.com (Tim Berger) Date: Thu, 10 Nov 2005 23:01:24 -0800 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: <589c94400511102242n527f3c55tf0b0b10cdb9ce451@mail.gmail.com> References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> <20051111070030.GS3595@chaka.net> <589c94400511102242n527f3c55tf0b0b10cdb9ce451@mail.gmail.com> Message-ID: Yeah, tried that. Oh man. What have I done? On 11/10/05, Ruslan Zakirov wrote: > did you restart server(stop&start is required)? > try clear mason cache. > > On 11/11/05, Tim Berger wrote: > > Uh oh. After installing the new seach builder, I get this with the > > new and old installs. Help! > > > > System error > > error: Can't locate object method "Columns" via package > > "RT::Attachments" at > > /export/home/rt/rt3prod/share/html/Ticket/Elements/FindAttachments > > line 56. > > context: > > ... > > 52: # We force the cache of ticket transactions to get populated up > > front. otherwise, the > > 53: # code that looks at attachments will look at each one in turn. > > 54: my $attachments = RT::Attachments->new( $session{'CurrentUser'} ); > > 55: > > 56: $attachments->Columns( qw( Id Filename ContentType Headers > > Subject Parent ContentEncoding ContentType TransactionId Created)); > > 57: > > 58: my $transactions = $attachments->NewAlias('Transactions'); > > 59: $attachments->Join( ALIAS1 => 'main', > > 60: FIELD1 => 'TransactionId', > > ... > > code stack: /export/home/rt/rt3prod/share/html/Ticket/Elements/FindAttachments:56 > > /export/home/rt/rt3prod/share/html/Ticket/Display.html:156 > > /export/home/rt/rt3prod/share/html/autohandler:215 > > > > > > On 11/10/05, Tim Berger wrote: > > > This list is awesome! Thanks Todd! > > > > > > On 11/10/05, Todd Chapman wrote: > > > > You need to install the latest DBIx::SearchBuilder. RT's > > > > installer testdeps does not perform the check. > > > > > > > > -Todd > > > > > > > > On Thu, Nov 10, 2005 at 10:17:41PM -0800, Tim Berger wrote: > > > > > I tried upgrading to 3.4.5-pre1 (clean upgrade), but I get the following error > > > > > when replying to tickets. Has anyone seen this? Thanks! > > > > > This is perl, v5.8.3 built for i686-linux > > > > > > > > > > error: Can't locate object method "Clone" via package "RT::Users" > > > > > at /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm line 436. > > > > > context: > > > > > ... > > > > > 432: $RT::Logger->crit( "WhoHaveRight called with the Obsolete > > > > > ObjectId/ObjectType API"); > > > > > 433: return (undef); > > > > > 434: } > > > > > 435: > > > > > 436: my $from_role = $self->Clone; > > > > > 437: $from_role->WhoHaveRoleRight( %args ); > > > > > 438: > > > > > 439: my $from_group = $self->Clone; > > > > > 440: $from_group->WhoHaveGroupRight( %args ); > > > > > ... > > > > > code stack: /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm:436 > > > > > /export/home/rt/rt3prod/share/html/Elements/SelectOwner:84 > > > > > /export/home/rt/rt3prod/share/html/Ticket/Update.html:63 > > > > > /export/home/rt/rt3prod/share/html/autohandler:215 > > > > > raw error > > > > > > > > > > On 11/8/05, Ruslan Zakirov wrote: > > > > > > In the RT log should be something like "deep recursion in...", do you see it? > > > > > > IMHO this was fixed and fix is in 3.4.5-pre1. > > > > > > > > > > > > On 11/9/05, Tim Berger wrote: > > > > > > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > > > > > > more. After setting the checkmark and choosing "Save Changes", mason > > > > > > > seems to go off into the weeds, using java-like quantities of cpu and > > > > > > > memory until I kill it. This is an upgraded installation from 3.0.10, > > > > > > > if that makes any difference. > > > > > > > > > > > > > > > > > > > > > > -- > > > > > -Tim > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > > > > > > > > > -- > > > -Tim > > > > > > > > > -- > > -Tim > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. > -- -Tim From cronfy at ipnet.ru Fri Nov 11 02:38:22 2005 From: cronfy at ipnet.ru (Cronfy) Date: Fri, 11 Nov 2005 10:38:22 +0300 Subject: [rt-users] Newline from base64 is not recognized In-Reply-To: <589c94400511100751x7e89f25eyeea7faf08f0e9bbf@mail.gmail.com> References: <921777694.20051108140454@ipnet.ru> <589c94400511100751x7e89f25eyeea7faf08f0e9bbf@mail.gmail.com> Message-ID: <897871189.20051111103822@ipnet.ru> Greetings. >> I have RT v3.4.4. >> There is probably a bug of letter formatting in RT. >> When a letter is base64 encoded, RT does not handle >> newlines correctly and posts the entire message as >> a single line. > IMHO there is no available fix now, but really looks like bug and > should be fixed. > May be it's bug in MIME-Tools package(one of the RT dependencies). > Could you try to update it. I updated MIME::Base64, MIME::Tools and Encode yesterday, but it still does not work. And, yes, I had restarted Apache right after. -- Cronfy mailto:cronfy at ipnet.ru From tim.berger at gmail.com Fri Nov 11 02:54:23 2005 From: tim.berger at gmail.com (Tim Berger) Date: Thu, 10 Nov 2005 23:54:23 -0800 Subject: [rt-users] Setting "Let this user be granted rights" or calling SetPrivileged: mason_handler.fcgi => weeds In-Reply-To: References: <589c94400511081443lbc55eecu2544392e04ed0140@mail.gmail.com> <20051111070030.GS3595@chaka.net> <589c94400511102242n527f3c55tf0b0b10cdb9ce451@mail.gmail.com> Message-ID: I accidently installed an ancient version of search builder. It's all good now. Thanks guys! On 11/10/05, Tim Berger wrote: > Yeah, tried that. Oh man. What have I done? > > On 11/10/05, Ruslan Zakirov wrote: > > did you restart server(stop&start is required)? > > try clear mason cache. > > > > On 11/11/05, Tim Berger wrote: > > > Uh oh. After installing the new seach builder, I get this with the > > > new and old installs. Help! > > > > > > System error > > > error: Can't locate object method "Columns" via package > > > "RT::Attachments" at > > > /export/home/rt/rt3prod/share/html/Ticket/Elements/FindAttachments > > > line 56. > > > context: > > > ... > > > 52: # We force the cache of ticket transactions to get populated up > > > front. otherwise, the > > > 53: # code that looks at attachments will look at each one in turn. > > > 54: my $attachments = RT::Attachments->new( $session{'CurrentUser'} ); > > > 55: > > > 56: $attachments->Columns( qw( Id Filename ContentType Headers > > > Subject Parent ContentEncoding ContentType TransactionId Created)); > > > 57: > > > 58: my $transactions = $attachments->NewAlias('Transactions'); > > > 59: $attachments->Join( ALIAS1 => 'main', > > > 60: FIELD1 => 'TransactionId', > > > ... > > > code stack: /export/home/rt/rt3prod/share/html/Ticket/Elements/FindAttachments:56 > > > /export/home/rt/rt3prod/share/html/Ticket/Display.html:156 > > > /export/home/rt/rt3prod/share/html/autohandler:215 > > > > > > > > > On 11/10/05, Tim Berger wrote: > > > > This list is awesome! Thanks Todd! > > > > > > > > On 11/10/05, Todd Chapman wrote: > > > > > You need to install the latest DBIx::SearchBuilder. RT's > > > > > installer testdeps does not perform the check. > > > > > > > > > > -Todd > > > > > > > > > > On Thu, Nov 10, 2005 at 10:17:41PM -0800, Tim Berger wrote: > > > > > > I tried upgrading to 3.4.5-pre1 (clean upgrade), but I get the following error > > > > > > when replying to tickets. Has anyone seen this? Thanks! > > > > > > This is perl, v5.8.3 built for i686-linux > > > > > > > > > > > > error: Can't locate object method "Clone" via package "RT::Users" > > > > > > at /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm line 436. > > > > > > context: > > > > > > ... > > > > > > 432: $RT::Logger->crit( "WhoHaveRight called with the Obsolete > > > > > > ObjectId/ObjectType API"); > > > > > > 433: return (undef); > > > > > > 434: } > > > > > > 435: > > > > > > 436: my $from_role = $self->Clone; > > > > > > 437: $from_role->WhoHaveRoleRight( %args ); > > > > > > 438: > > > > > > 439: my $from_group = $self->Clone; > > > > > > 440: $from_group->WhoHaveGroupRight( %args ); > > > > > > ... > > > > > > code stack: /export/home/rt/rt3prod/lib/RT/Users_Overlay.pm:436 > > > > > > /export/home/rt/rt3prod/share/html/Elements/SelectOwner:84 > > > > > > /export/home/rt/rt3prod/share/html/Ticket/Update.html:63 > > > > > > /export/home/rt/rt3prod/share/html/autohandler:215 > > > > > > raw error > > > > > > > > > > > > On 11/8/05, Ruslan Zakirov wrote: > > > > > > > In the RT log should be something like "deep recursion in...", do you see it? > > > > > > > IMHO this was fixed and fix is in 3.4.5-pre1. > > > > > > > > > > > > > > On 11/9/05, Tim Berger wrote: > > > > > > > > With RT 3.4.4, I can't seem to make unprivileged users privileged any > > > > > > > > more. After setting the checkmark and choosing "Save Changes", mason > > > > > > > > seems to go off into the weeds, using java-like quantities of cpu and > > > > > > > > memory until I kill it. This is an upgraded installation from 3.0.10, > > > > > > > > if that makes any difference. > > > > > > > > > > > > > > > > > > > > > > > > > > -- > > > > > > -Tim > > > > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > > > > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > > > > > > > > > > > > > -- > > > > -Tim > > > > > > > > > > > > > -- > > > -Tim > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > > > > > > > -- > > Best regards, Ruslan. > > > > > -- > -Tim > -- -Tim From rfh at pipex.net Fri Nov 11 07:05:06 2005 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 11 Nov 2005 12:05:06 +0000 Subject: [rt-users] Date search results in ISO In-Reply-To: <6.2.1.2.2.20051110133717.0329d338@po14.mit.edu> References: <4373923A.1030603@pipex.net> <6.2.1.2.2.20051110133717.0329d338@po14.mit.edu> Message-ID: <437488F2.2090001@pipex.net> Thanks Stephen that did the trick for me -much easier than I originaly thought .. in addition I modified /opt/rt3/local/html/Search/Elements/BuildFormatString Adding the CreatedISO within "my @fields" Roy Stephen Turner wrote: > At Thursday 11/10/2005 01:32 PM, Roy El-Hames wrote: > >> Hi; >> >> Is there any straight simple way to convert (or get) Date fields in >> searches to be in yyyy-mm-dd (same as stored in database) or >> dd-mm-yyyy instead of day name of month etc .. ie I would like >> 10:30:23 10/11/2005 or 10:30:23 2005/11/10 instead of Thu Nov 1o >> 10:30:23 2005 >> or ist possible to import it to excel in that format.. >> >> rt-3.4.4 , mod_perl2,apache2 >> >> Thanks; > > > We added a callback to do this for the Created date. Our formats are > mm/dd/yy and ISO. The callback file name is > Callbacks/xxx/Elements/RT__Ticket/ColumnMap/ColumnMap > > We didn't tweak the UI yet, so the only way to use these in our setup > is to go to the advanced search screen and type CreatedShort or > CreatedISO in the lower box that lists the result columns. > > Steve > > > <%ARGS> > $COLUMN_MAP => undef > > > <%init> > $COLUMN_MAP->{'CreatedShort'} = { > title => 'Created', > attribute => 'Created', > value => sub { > my ($date, $time) = split(' ', $_[0]->CreatedObj->ISO); > my ($y, $m, $d) = split ('-', $date); > > return "$m/$d/$y"; > } > }; > $COLUMN_MAP->{'CreatedISO'} = { > title => 'Created', > attribute => 'Created', > value => sub { return $_[0]->CreatedObj->ISO } > }; > > > From bradp at newmediagateway.com Fri Nov 11 09:40:40 2005 From: bradp at newmediagateway.com (Brad Pinkston) Date: Fri, 11 Nov 2005 08:40:40 -0600 Subject: [rt-users] Set Priority via Email Message-ID: Trey Brackenridge was nice enough to help me out. This was easy to do and works perfectly. I've copied the list on this so that it gets added into the archive. --------------------- Have a look at http://archives.free.net.ph/message/20050222.154843.2f4d3874.en.html I have not done it with ExtractCustomFieldValues, but I am currently setting priority via email with the below Scrip. It looks for an email header named "X-RT-Priority: ". Desc: SetInitialPriority Cond: On Create Action: User Defined Template: Global: Blank Stage: TransactionCreate Custom Cond: Custom Prep: return(1); Custom Cleanup: my $Transaction = $self->TransactionObj; my $FirstAttachment = $Transaction->Attachments->First; unless ( $FirstAttachment ) { return 1; } my $priority = $FirstAttachment->GetHeader("X-RT-Priority"); if ($priority) { $self->TicketObj->SetPriority($priority); $RT::Logger->info("Found X-RT-Priority. Set priority to: $priority :"); } return( 1 ); I hope this is helpful. Trey ------------------------------------------------------------------------ Brad Pinkston Sr. Linux Systems Administrator E: bradp at newmediagateway.com O: 214.206.3485 M: 469.682.6487 F: 303.496.2712 http://support.newmediagateway.com -----Original Message----- From: Torsten Brumm [mailto:tob at brummix.de] Sent: Friday, November 11, 2005 8:28 AM To: Brad Pinkston Subject: Re: [rt-users] Set Priority via Email Hi Brad, can you pls explain how you have seted up? I'm fighting with this since some weeks under RT 3.4.4 without success till now. Can you explain how you have done this and which RT Version you are use? Thanks Torsten Brad Pinkston schrieb: > Has anyone used the contrib action ExtractCustomFieldVaules to set > priority? I'm currently using it to populate custom fields beautifully. > > Brad Pinkston > Sr. Linux Systems Administrator > _bradp at newmediagateway.com_ > office: 214.206.3485 > mobile: 469.682.6487 > eFax: 303.496.2712 > _http://support.newmediagateway.com_ > >----------------------------------------------------------------------- - > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > From graham at historicalengineering.com Fri Nov 11 09:35:10 2005 From: graham at historicalengineering.com (Graham Briggs) Date: Fri, 11 Nov 2005 14:35:10 +0000 Subject: [rt-users] firefox/ debian In-Reply-To: <43737874.4050805@pipex.net> References: <43737874.4050805@pipex.net> Message-ID: On 10 Nov 2005, at 16:42, Roy El-Hames wrote: > Hi there; > this maybe of topic so apology in advance, but some of my users > complain RT does not work very well when viewed by firefox on > debian . > the symptoms "it works for a while, then I'll try clicking a link > and nothing happens - the pages just never load or refresh". > Our RT instance is installed on a Gentoo/apache2/mod_perl2 server. > I know this maybe a browser issue, but just wondering if anyone > else had this problem and know why it happens. In Firefox 1.0.x on Mac OS X none of the buttons work after you have logged in. This is fixed by using Firefox 1.5. I have no idea what the problem is, but I haven't investigated it that much. I'm running 3.4.2. Graham From travis.campbell at amd.com Fri Nov 11 10:59:13 2005 From: travis.campbell at amd.com (Travis Campbell) Date: Fri, 11 Nov 2005 09:59:13 -0600 Subject: [rt-users] RT CLI tool features In-Reply-To: <20051111032310.GP9217@bestpractical.com> References: <20051111032310.GP9217@bestpractical.com> Message-ID: <20051111155913.GB31472@mpdtxmail.amd.com> On Thu, Nov 10, 2005 at 10:23:11PM -0500, Jesse Vincent wrote: > > > > On Thu, Nov 10, 2005 at 10:02:13AM -0500, Roland, Ryan M wrote: > > Speaking of the RT CLI tool, are there plans to extend its functionality > > any? For example, how about adding the ability to set custom field > > values? Or perhaps to specify a local file to add as an attachment to a > > ticket... > > Patches are most certainly welcome. > Jesse, Do you have any documentation on the REST interface that you've implemented? Or even the particular docs on REST (in general) that you worked from? Travis -- Travis Campbell - Unix Systems Administrator = travis at mpdtxmail.amd.com 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell at amd.com TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster at mpdtxmail.amd.com ============================================================================= "Does anything work as expected?" Yes. An axe through the CPU. From raanders at acm.org Fri Nov 11 12:51:17 2005 From: raanders at acm.org (Roderick A. Anderson) Date: Fri, 11 Nov 2005 09:51:17 -0800 Subject: [rt-users] Resolve Tickwt with one Click Message-ID: <4374DA15.50806@acm.org> Checking the Wiki I didn't see any mention of a method to Resolve a Ticket ( within RT ) with one click - no comment no submit changes button. Just Resolve the ticket. And even better would be that only the Owner could do this. Anyone else would be, given their permissions, sent to the normal Comment/Resolve page or error page. I could do this via a separate web page but it would be a good-thing to do it from within RT. Looks to be a customization of the Ticket Display page and a custom action. Anyone done this? TIA, Rod -- --- [Certified Virus free by ASISNA Mail Services. www.asisna.com ] From JoopvandeWege at mococo.nl Fri Nov 11 12:45:31 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Fri, 11 Nov 2005 18:45:31 +0100 Subject: [rt-users] firefox/ debian In-Reply-To: <20051110232017.6010A4D82B9@diesel.bestpractical.com> References: <20051110232017.6010A4D82B9@diesel.bestpractical.com> Message-ID: <20051111184053.C1DE.JOOPVANDEWEGE@mococo.nl> On Thu, 10 Nov 2005 18:20:17 -0500 (EST) rt-users-request at lists.bestpractical.com wrote: > I have a similar problem, except that what happens is you can login > fine, any link you click takes you back to the login page, if you login > correctly, it takes you to the page for the link you clicked on earlier. > If you click on anything on THAT page, it will again take you to the > login page, if you then login again, it will take you to the newly > selected page, ad infinitum. This does not happen with the Mozilla > browser, or IE, or Firefox 1.5 Beta on Windows, but it does happen with > Firefox 1.06 on Linux and Windows. I have had something similar. In at plain install of RT3-4.x it doesn't happen but I wanted to try the upcoming RTFM 2.1 and when I install it I get the same sort of behaviour. I can login but clicking on a link will get me to the next page but I need to login again. Problem is in webrtmf.css (?) which is included from /elements/header. Removing this solves the problem for me. Q: Are you using RTFM-2.1xx? or a customization which might cause this? Joop -- Joop van de Wege From travis.campbell at amd.com Fri Nov 11 14:43:20 2005 From: travis.campbell at amd.com (Travis Campbell) Date: Fri, 11 Nov 2005 13:43:20 -0600 Subject: [rt-users] Resolve Tickwt with one Click In-Reply-To: <4374DA15.50806@acm.org> References: <4374DA15.50806@acm.org> Message-ID: <20051111194320.GA7041@mpdtxmail.amd.com> On Fri, Nov 11, 2005 at 09:51:17AM -0800, Roderick A. Anderson wrote: > Checking the Wiki I didn't see any mention of a method to Resolve a > Ticket ( within RT ) with one click - no comment no submit changes > button. Just Resolve the ticket. > > And even better would be that only the Owner could do this. Anyone else > would be, given their permissions, sent to the normal Comment/Resolve > page or error page. > > I could do this via a separate web page but it would be a good-thing to > do it from within RT. > > Looks to be a customization of the Ticket Display page and a custom action. > > Anyone done this? Modify Ticket/Elements/Tabs and change the Resolve link so it doesn't have an Action=Comment associated with it. Travis -- Travis Campbell - Unix Systems Administrator = travis at mpdtxmail.amd.com 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell at amd.com TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster at mpdtxmail.amd.com ============================================================================= "Does anything work as expected?" Yes. An axe through the CPU. From mike at daboyz.org Fri Nov 11 15:35:55 2005 From: mike at daboyz.org (Michael Barrett) Date: Fri, 11 Nov 2005 14:35:55 -0600 Subject: [rt-users] Change Invalid User Create Bounce Message? Message-ID: <20051111203555.GT60734@daboyz.org> Hi, I am working on a queue that only certain people can open tickets in. I was wondering two things about this: * How can I change the 'RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email' message? I want it to tell the person that this is a closed queue, and that they should speak with their manager in order to open a ticket in the queue. * How can I make it so that it doesn't email the administrators of the system whenever someone tries to open a ticket without proper access in that queue? Thanks for any help you can provide. -- ________________________________________________________________________ Mike Barrett | "Our heaven is WAY better. We've got a mike at daboyz.org | stripper factory AND a beer volcano!" www.daboyz.org | -- http://www.venganza.org/ ------------------------+----------------------------------------------- From adnichols at gmail.com Fri Nov 11 16:20:54 2005 From: adnichols at gmail.com (Aaron Nichols) Date: Fri, 11 Nov 2005 13:20:54 -0800 Subject: [rt-users] Re: "More About user" section not appearing when viewing tickets submitted by users who are granted rights in RT In-Reply-To: References: Message-ID: On 11/8/05, Aaron Nichols wrote: > Hello Everyone, > Since this has been the case since I installed RT 3.4.2 and is > still true in 3.4.4, I assume this is either a config issue on my end > or 'by design'. When viewing a ticket submitted by a user who is not > granted rights in RT (user was created automatically upon email > submission) I get a section under "Links" labeled "More About > Lastname, Firstname...". I can click that link to get more info about > them. This section also lists other tickets they have open and any > comments about them in that section below. Ok, so I now see why this is the case, in Ticket/Elements/ShowRequestor is the following: % unless ($requestor->Privileged) { <& /Elements/TitleBoxStart, title => "id."\">".loc("More about [_1]", $name)."" &> ... If I comment out the conditional that checks if the requestor is privileged, the information is displayed as I would expect. I guess my question is - why would I not want to see this information for a privileged user? Is this a workaround for a problem? What is the risk in changing this behavior? Thanks, Aaron From raanders at acm.org Fri Nov 11 17:06:59 2005 From: raanders at acm.org (Roderick A. Anderson) Date: Fri, 11 Nov 2005 14:06:59 -0800 Subject: [rt-users] Resolve Tickwt with one Click In-Reply-To: <20051111194320.GA7041@mpdtxmail.amd.com> References: <4374DA15.50806@acm.org> <20051111194320.GA7041@mpdtxmail.amd.com> Message-ID: <43751603.6000604@acm.org> Travis Campbell wrote: > On Fri, Nov 11, 2005 at 09:51:17AM -0800, Roderick A. Anderson wrote: > >>Checking the Wiki I didn't see any mention of a method to Resolve a >>Ticket ( within RT ) with one click - no comment no submit changes >>button. Just Resolve the ticket. >> >>And even better would be that only the Owner could do this. Anyone else >>would be, given their permissions, sent to the normal Comment/Resolve >>page or error page. >> >>I could do this via a separate web page but it would be a good-thing to >>do it from within RT. >> >>Looks to be a customization of the Ticket Display page and a custom action. >> >>Anyone done this? > > > Modify Ticket/Elements/Tabs and change the Resolve link so it doesn't > have an Action=Comment associated with it. Thanks Travis. I look at this. Rod -- --- [Certified Virus free by ASISNA Mail Services. www.asisna.com ] From stevensc at nsuok.edu Fri Nov 11 17:16:11 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Fri, 11 Nov 2005 16:16:11 -0600 Subject: [rt-users] customfields create Message-ID: <4375182B.9010605@nsuok.edu> RT-ers: I am attempting to write a script that will allow me to build the custom fields for tickets in a particular queue. I am using the CLI rather than the web interface. The table that hold this data is CUSTOMFIELDS. This means I want to work with RT::CustomField. I am running into trouble with a create. To my mind the following should kick back a useable ID but it does not. ------------script-------------------------- #!/usr/local/rt/perl/bin/perl -w use strict; use lib "/usr/local/rt/lib"; use RT::Interface::CLI qw(CleanEnv); use RT::CustomField; CleanEnv(); RT::LoadConfig(); RT::Init(); my$Obj = new RT::CustomField($RT::SystemUser); my($code,$msg) = $Obj->Create(Name=>"test"); print "(code,msg) = ($code),($msg)\n"; my$id = $Obj->Id(); print "id=($id)\n"; ------------output-------------------------- (code,msg) = (0),() id=() ------------done-------------------------- Any pointers here would be very appreciated. Thanks! Enjoy your weekend... -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From todd at chaka.net Fri Nov 11 18:36:56 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 11 Nov 2005 18:36:56 -0500 Subject: [rt-users] customfields create In-Reply-To: <4375182B.9010605@nsuok.edu> References: <4375182B.9010605@nsuok.edu> Message-ID: <20051111233656.GT3595@chaka.net> #!/usr/local/rt/perl/bin/perl -w use strict; use lib qw( /usr/local/rt/lib ); use RT; use RT::CustomField; RT::LoadConfig(); RT::Init(); my $Obj = new RT::CustomField($RT::SystemUser); my($code,$msg) = $Obj->Create(Name=>"test", Type=>'Freeform', MaxValues => 1); print "(code,msg) = ($code),($msg)\n"; my$id = $Obj->Id(); print "id=($id)\n"; On Fri, Nov 11, 2005 at 04:16:11PM -0600, Craig Stevenson wrote: > RT-ers: > > I am attempting to write a script that will allow me to build the custom > fields for tickets in a particular queue. I am using the CLI rather > than the web interface. The table that hold this data is CUSTOMFIELDS. > This means I want to work with RT::CustomField. > > I am running into trouble with a create. To my mind the following > should kick back a useable ID but it does not. > ------------script-------------------------- > #!/usr/local/rt/perl/bin/perl -w > > use strict; > > use lib "/usr/local/rt/lib"; > use RT::Interface::CLI qw(CleanEnv); > use RT::CustomField; > > CleanEnv(); > RT::LoadConfig(); > RT::Init(); > > my$Obj = new RT::CustomField($RT::SystemUser); > > my($code,$msg) = $Obj->Create(Name=>"test"); > print "(code,msg) = ($code),($msg)\n"; > my$id = $Obj->Id(); > print "id=($id)\n"; > ------------output-------------------------- > (code,msg) = (0),() > id=() > ------------done-------------------------- > Any pointers here would be very appreciated. Thanks! Enjoy your weekend... > -- > > Craig Stevenson > || stevensc at nsuok.edu | 918-456-5511x5955 > || Northeastern State University > || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From joel.plane at gmail.com Sat Nov 12 11:48:01 2005 From: joel.plane at gmail.com (Joel Plane) Date: Sun, 13 Nov 2005 03:48:01 +1100 Subject: [rt-users] non-web-interface for admin? Message-ID: <43761CC1.90505@gmail.com> Hi, I am looking for a support ticketing system whereby I can reply to ticket from a NON-web interface. I use Linux with Gnome desktop, but I /might/ be able to make do with a Windows app if no Linux version exists. Can RT do this? Thanks. From l.gautrot at free.fr Sat Nov 12 12:01:05 2005 From: l.gautrot at free.fr (Laurent GAUTROT) Date: Sat, 12 Nov 2005 18:01:05 +0100 Subject: [rt-users] non-web-interface for admin? In-Reply-To: <43761CC1.90505@gmail.com> References: <43761CC1.90505@gmail.com> Message-ID: <200511121801.06061.l.gautrot@free.fr> Le Samedi 12 Novembre 2005 17:48, Joel Plane a ?crit?: > I am looking for a support ticketing system whereby I can reply to > ticket from a NON-web interface. I use Linux with Gnome desktop, but I > /might/ be able to make do with a Windows app if no Linux version exists. > > Can RT do this? You can answer to RT and update your ticket by mail or by the webapp, as you prefer. From bulb at ucw.cz Sat Nov 12 12:06:57 2005 From: bulb at ucw.cz (Jan Hudec) Date: Sat, 12 Nov 2005 18:06:57 +0100 Subject: [rt-users] non-web-interface for admin? In-Reply-To: <43761CC1.90505@gmail.com> References: <43761CC1.90505@gmail.com> Message-ID: <20051112170657.GA13625@efreet.light.src> On Sun, Nov 13, 2005 at 03:48:01 +1100, Joel Plane wrote: > Hi, > > I am looking for a support ticketing system whereby I can reply to > ticket from a NON-web interface. I use Linux with Gnome desktop, but I > /might/ be able to make do with a Windows app if no Linux version exists. > > Can RT do this? There's the command line tool. You can build up on that. And of course there is the mail gate. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From joel.plane at gmail.com Sat Nov 12 12:16:53 2005 From: joel.plane at gmail.com (Joel Plane) Date: Sun, 13 Nov 2005 04:16:53 +1100 Subject: [rt-users] non-web-interface for admin? In-Reply-To: <200511121801.06061.l.gautrot@free.fr> References: <43761CC1.90505@gmail.com> <200511121801.06061.l.gautrot@free.fr> Message-ID: <43762385.50503@gmail.com> Will mail be threaded per ticket/user in a threaded mail client? Joel. Laurent GAUTROT wrote: >Le Samedi 12 Novembre 2005 17:48, Joel Plane a ?crit : > > >>I am looking for a support ticketing system whereby I can reply to >>ticket from a NON-web interface. I use Linux with Gnome desktop, but I >>/might/ be able to make do with a Windows app if no Linux version exists. >> >>Can RT do this? >> >> > >You can answer to RT and update your ticket by mail or by the webapp, as you >prefer. >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > > > From l.gautrot at free.fr Sat Nov 12 12:28:23 2005 From: l.gautrot at free.fr (Laurent GAUTROT) Date: Sat, 12 Nov 2005 18:28:23 +0100 Subject: [rt-users] non-web-interface for admin? In-Reply-To: <43762385.50503@gmail.com> References: <43761CC1.90505@gmail.com> <200511121801.06061.l.gautrot@free.fr> <43762385.50503@gmail.com> Message-ID: <200511121828.23425.l.gautrot@free.fr> Le Samedi 12 Novembre 2005 18:16, Joel Plane a ?crit?: > Will mail be threaded per ticket/user in a threaded mail client? If you send automated replies through RT, your mail client should display the thread (same subject). Don't know about the mail ID. From jesse at bestpractical.com Sat Nov 12 13:35:02 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 12 Nov 2005 13:35:02 -0500 Subject: [rt-users] non-web-interface for admin? In-Reply-To: <200511121828.23425.l.gautrot@free.fr> References: <43761CC1.90505@gmail.com> <200511121801.06061.l.gautrot@free.fr> <43762385.50503@gmail.com> <200511121828.23425.l.gautrot@free.fr> Message-ID: <20051112183502.GN9217@bestpractical.com> On Sat, Nov 12, 2005 at 06:28:23PM +0100, Laurent GAUTROT wrote: > Le Samedi 12 Novembre 2005 18:16, Joel Plane a ?crit?: > > Will mail be threaded per ticket/user in a threaded mail client? > > If you send automated replies through RT, your mail client should display the > thread (same subject). Don't know about the mail ID. Yes. We put a bunch of effort into this for 3.4.4 and 3.4.5. From todd.tyree at paxtongreen.nhs.uk Sat Nov 12 05:30:31 2005 From: todd.tyree at paxtongreen.nhs.uk (Todd Tyree) Date: Sat, 12 Nov 2005 10:30:31 -0000 Subject: [rt-users] customfields create Message-ID: This user has left our organisation - please unsubscribe from this distribution list From scott at 4th.com Sat Nov 12 16:01:49 2005 From: scott at 4th.com (Scott Courtney) Date: Sat, 12 Nov 2005 16:01:49 -0500 Subject: [rt-users] Login fails after reinstall of RT 3.4.4 -- SOLVED In-Reply-To: <589c94400511100745u2433271fne1e985fd3e593eee@mail.gmail.com> References: <200511062331.31955.scott@4th.com> <200511072217.19235.scott@4th.com> <589c94400511100745u2433271fne1e985fd3e593eee@mail.gmail.com> Message-ID: <200511121601.49341.scott@4th.com> On Thursday 10 November 2005 10:45, Ruslan Zakirov wrote: > ENGINE TYPE MUST BE InnoDB!!! Other variants are not supported. Thanks for the warning. I wasn't aware of this. I dumped the database, re-created using InnoDB (and modified the engine type on the table create statements in the dump file), and reloaded. All is well. I found that the root cause of the problem was that the data I migrated from our old server was UTF8, but our new server (and the new version of MySQL) use LATIN1 by default. Now that I have everything in agreement, RT works fine. Thanks again for all the good advice. Ruslan, you probably saved me from some nasty problems down the road. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From ruslan.zakirov at gmail.com Sun Nov 13 13:59:38 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 13 Nov 2005 21:59:38 +0300 Subject: [rt-users] Set Priority via Email In-Reply-To: References: Message-ID: <589c94400511131059n5996adbcoee41fa9b3ac628a9@mail.gmail.com> May it's too late, but the wiki has another variant: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail On 11/11/05, Brad Pinkston wrote: > Trey Brackenridge was nice enough to help me out. This was easy to do > and works perfectly. I've copied the list on this so that it gets added > into the archive. > > --------------------- > > Have a look at > http://archives.free.net.ph/message/20050222.154843.2f4d3874.en.html > > I have not done it with ExtractCustomFieldValues, but I am currently > setting priority via email with the below Scrip. It looks for an email > header named "X-RT-Priority: ". > > Desc: SetInitialPriority > Cond: On Create > Action: User Defined > Template: Global: Blank > Stage: TransactionCreate > > Custom Cond: > Custom Prep: > return(1); > Custom Cleanup: > my $Transaction = $self->TransactionObj; > my $FirstAttachment = $Transaction->Attachments->First; > unless ( $FirstAttachment ) { return 1; } > > my $priority = $FirstAttachment->GetHeader("X-RT-Priority"); > > if ($priority) { > $self->TicketObj->SetPriority($priority); > $RT::Logger->info("Found X-RT-Priority. Set priority to: > $priority :"); > } > > return( 1 ); > > > > I hope this is helpful. > Trey > > ------------------------------------------------------------------------ > > Brad Pinkston > Sr. Linux Systems Administrator > E: bradp at newmediagateway.com > O: 214.206.3485 > M: 469.682.6487 > F: 303.496.2712 > http://support.newmediagateway.com > > -----Original Message----- > From: Torsten Brumm [mailto:tob at brummix.de] > Sent: Friday, November 11, 2005 8:28 AM > To: Brad Pinkston > Subject: Re: [rt-users] Set Priority via Email > > Hi Brad, > > can you pls explain how you have seted up? I'm fighting with this since > some weeks under RT 3.4.4 without success till now. Can you explain how > you have done this and which RT Version you are use? > > Thanks > > Torsten > Brad Pinkston schrieb: > > > Has anyone used the contrib action ExtractCustomFieldVaules to set > > priority? I'm currently using it to populate custom fields > beautifully. > > > > Brad Pinkston > > Sr. Linux Systems Administrator > > _bradp at newmediagateway.com_ > > office: 214.206.3485 > > mobile: 469.682.6487 > > eFax: 303.496.2712 > > _http://support.newmediagateway.com_ > > > > >----------------------------------------------------------------------- > - > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > >Buy your copy of our new book, RT Essentials, today! > > > >Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From tim at ccc.de Sun Nov 13 18:16:25 2005 From: tim at ccc.de (Tim Pritlove) Date: Mon, 14 Nov 2005 00:16:25 +0100 Subject: [rt-users] How to protect new messages from being seen Message-ID: <2253FD7D-B419-43E6-A9F5-2066E5095396@ccc.de> Hi, I have a system with a variety of queues. I have a group of users that is allowed to see some of them, another group to see other queues. However, if new tickets trickle in, they can be seen by anybody as a new message although these messages came in over an e-mail address that is assigned to a queue they have no access to at all. What do I have to do to prevent these users from seeing new tickets that are in the "new" state? Greetings Tim -- Tim Pritlove, Discordian Evangelist Project Blinkenlights ------ The Fifth Commandment: A Discordian is Prohibited of Believing What he reads. -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 194 bytes Desc: This is a digitally signed message part URL: From todd at chaka.net Sun Nov 13 23:49:58 2005 From: todd at chaka.net (Todd Chapman) Date: Sun, 13 Nov 2005 23:49:58 -0500 Subject: [rt-users] How to protect new messages from being seen In-Reply-To: <2253FD7D-B419-43E6-A9F5-2066E5095396@ccc.de> References: <2253FD7D-B419-43E6-A9F5-2066E5095396@ccc.de> Message-ID: <20051114044958.GV3595@chaka.net> If you install my extensin RTx::RightsMatrix you can see exactly what permissions a particular user has across the system and how they got the permissions. Then you'll know what to fix. http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.02.05/lib/RTx/RightsMatrix.pm -Todd On Mon, Nov 14, 2005 at 12:16:25AM +0100, Tim Pritlove wrote: > Hi, > > I have a system with a variety of queues. I have a group of users > that is allowed to see some of them, another group to see other queues. > > However, if new tickets trickle in, they can be seen by anybody as a > new message although these messages came in over an e-mail address > that is assigned to a queue they have no access to at all. > > What do I have to do to prevent these users from seeing new tickets > that are in the "new" state? > > Greetings > Tim > -- > Tim Pritlove, Discordian Evangelist > > > Project Blinkenlights > ------ > The Fifth Commandment: > A Discordian is Prohibited of Believing What he reads. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From tim at ccc.de Mon Nov 14 05:37:10 2005 From: tim at ccc.de (Tim Pritlove) Date: Mon, 14 Nov 2005 11:37:10 +0100 Subject: [rt-users] How to protect new messages from being seen In-Reply-To: <20051114044958.GV3595@chaka.net> References: <2253FD7D-B419-43E6-A9F5-2066E5095396@ccc.de> <20051114044958.GV3595@chaka.net> Message-ID: <4E76DAC5-A057-4CF3-A2AE-90C6EE9CDE45@ccc.de> On 14.11.2005, at 05:49, Todd Chapman wrote: > If you install my extensin RTx::RightsMatrix you can see > exactly what permissions a particular user has across the > system and how they got the permissions. Then you'll > know what to fix. > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.02.05/lib/RTx/ > RightsMatrix.pm > > -Todd How do I install this plug-in? Can't find any hint... RT documentation in general is a mess... Greetings Tim -- Tim Pritlove, Discordian Evangelist Project Blinkenlights ------ If organized religion is the opium of the masses, then disorganized religion is the marijuana of the Lunatic Fringe -- Malaclypse The Younger -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 194 bytes Desc: This is a digitally signed message part URL: From ruslan.zakirov at gmail.com Mon Nov 14 10:53:44 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 14 Nov 2005 18:53:44 +0300 Subject: [rt-users] How to protect new messages from being seen In-Reply-To: <4E76DAC5-A057-4CF3-A2AE-90C6EE9CDE45@ccc.de> References: <2253FD7D-B419-43E6-A9F5-2066E5095396@ccc.de> <20051114044958.GV3595@chaka.net> <4E76DAC5-A057-4CF3-A2AE-90C6EE9CDE45@ccc.de> Message-ID: <589c94400511140753y3b0cca30yc7fa9c55a4e29f83@mail.gmail.com> On 11/14/05, Tim Pritlove wrote: > > On 14.11.2005, at 05:49, Todd Chapman wrote: > > > If you install my extensin RTx::RightsMatrix you can see > > exactly what permissions a particular user has across the > > system and how they got the permissions. Then you'll > > know what to fix. > > > > http://search.cpan.org/~htchapman/RTx-RightsMatrix-0.02.05/lib/RTx/ > > RightsMatrix.pm > > > > -Todd > > > How do I install this plug-in? Can't find any hint... http://search.cpan.org/src/HTCHAPMAN/RTx-RightsMatrix-0.02.05/README > > RT documentation in general is a mess... > > Greetings > Tim > > -- > Tim Pritlove, Discordian Evangelist > > > Project Blinkenlights > ------ > If organized religion is the opium of the masses, then disorganized > religion is the marijuana of the Lunatic Fringe -- Malaclypse The > Younger > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > > > -- Best regards, Ruslan. From AHKAPLAN at PARTNERS.ORG Mon Nov 14 12:02:19 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Mon, 14 Nov 2005 12:02:19 -0500 Subject: [rt-users] Transferring Database from one machine to another Message-ID: <9C63A4713C4E3342B90428CE44806A73EC389F@PHSXMB5.partners.org> Hi there -- I am going through the motions of setting up a newer system to replace our current RT 3.4.4 server. The new server will run the same version of the application. The database that I am using is MySQL 4.1.11. I am backing up the database every night using the Webmin application's backup utility. This utility saves the database to a flat file. This file, in turn, is backed up to tape using a third-party application. My plan was to build the new system with a configuration that mirrors that of the current server. I would then restore the flat file to a directory, and then run the following command to import the information to the database: mysql -u -p -h rt3 < As a backup to the above plan, prior to bringing down the server, I was planning on doing a dump using the following command: mysqldump --opt --add-drop-table --single-transaction -u -p -h rt3 > This file would then be backed up similar to how I have been doing it. Is this the correct procedure to use, or am I missing a step? Thanks. From todd at chaka.net Mon Nov 14 12:46:41 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 14 Nov 2005 12:46:41 -0500 Subject: [rt-users] Transferring Database from one machine to another In-Reply-To: <9C63A4713C4E3342B90428CE44806A73EC389F@PHSXMB5.partners.org> References: <9C63A4713C4E3342B90428CE44806A73EC389F@PHSXMB5.partners.org> Message-ID: <20051114174641.GY3595@chaka.net> On Mon, Nov 14, 2005 at 12:02:19PM -0500, Kaplan, Andrew H. wrote: > Hi there -- > > I am going through the motions of setting up a newer system to replace our > current RT 3.4.4 server. The new server will run the same version of the > application. The database that I am using is MySQL 4.1.11. > > I am backing up the database every night using the Webmin application's backup > utility. This utility saves the database to a flat file. This file, in turn, is > backed up to tape using a third-party application. > > My plan was to build the new system with a configuration that mirrors that of > the current server. I would then restore the flat file to a directory, and then > run the following command to import the information to the database: > > mysql -u -p -h rt3 < > > As a backup to the above plan, prior to bringing down the server, I was planning > on doing a dump using the following command: > > mysqldump --opt --add-drop-table --single-transaction -u > -p -h rt3 > > > This file would then be backed up similar to how I have been doing it. > > Is this the correct procedure to use, or am I missing a step? Thanks. That looks pretty sound. Be sure to budget enought time. All those MySQL inserts will take a while, depending on database size. -Todd From graham.dunn at leitch.com Mon Nov 14 13:24:26 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Mon, 14 Nov 2005 13:24:26 -0500 Subject: [rt-users] RTx::Shredder: Plusing returned empty list Message-ID: RT 3.4.1 RTx::Shredder 0.02_02 The install went fine, the web page is now appearing in RT, but if I try to select status,deleted tickets from the web page (or CLI tools), I get an empty set of returned results. For example: (when there is a single new ticket in the tsube queue) seisei# /usr/local/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue,tsube' Next objects would be deleted: RT::Ticket-11339 object Do you want to proceed? [y/N] n (if I mark the ticket as deleted in RT) seisei# /usr/local/rt3/local/sbin/rtx-shredder --plugin 'Tickets=queue,tsube;status,deleted' Objects list is empty, try refine search options Any ideas? Thanks, Graham From sterickson at gmail.com Mon Nov 14 13:42:42 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Mon, 14 Nov 2005 13:42:42 -0500 Subject: [rt-users] Scrip question. Message-ID: <92da24e00511141042s6ac9dee2we99a32da85370bf9@mail.gmail.com> I have not selected any scrips for my queue, as the default set of scrips currently do everything I need. But how do I tell RT that I *don't* want a scrip to run? For instance, I don't want RT to send email to anyone when I resolve a ticket, but I don't know how to turn off a global scrip for my particular queue. TIA. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Mon Nov 14 14:25:48 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 14 Nov 2005 14:25:48 -0500 Subject: [rt-users] Scrip question. In-Reply-To: <92da24e00511141042s6ac9dee2we99a32da85370bf9@mail.gmail.com> References: <92da24e00511141042s6ac9dee2we99a32da85370bf9@mail.gmail.com> Message-ID: <20051114192548.GA3595@chaka.net> On Mon, Nov 14, 2005 at 01:42:42PM -0500, Shaun T. Erickson wrote: > I have not selected any scrips for my queue, as the default set of scrips > currently do everything I need. But how do I tell RT that I *don't* want a > scrip to run? For instance, I don't want RT to send email to anyone when I > resolve a ticket, but I don't know how to turn off a global scrip for my > particular queue. TIA. > You can't turn off a scrip without installing and extension. You could modify the global one to not run for a particular queue. -Todd From sterickson at gmail.com Mon Nov 14 13:54:37 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Mon, 14 Nov 2005 13:54:37 -0500 Subject: [rt-users] Scrip question. In-Reply-To: <20051114192548.GA3595@chaka.net> References: <92da24e00511141042s6ac9dee2we99a32da85370bf9@mail.gmail.com> <20051114192548.GA3595@chaka.net> Message-ID: <92da24e00511141054s628f8e15rba88de377e41b662@mail.gmail.com> On 11/14/05, Todd Chapman wrote: > > On Mon, Nov 14, 2005 at 01:42:42PM -0500, Shaun T. Erickson wrote: > > r... I don't know how to turn off a global scrip for my > > particular queue. > > You can't turn off a scrip without installing and extension. > You could modify the global one to not run for a particular queue. > Is adding an extension a big deal, or cause problems down the road? If not, what is it and where do I get it? TIA. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Nov 14 13:49:09 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 14 Nov 2005 21:49:09 +0300 Subject: [rt-users] RTx::Shredder: Plusing returned empty list In-Reply-To: References: Message-ID: <589c94400511141049k3d09fd17q80ad275073344f19@mail.gmail.com> On 11/14/05, Graham Dunn wrote: > RT 3.4.1 > RTx::Shredder 0.02_02 > > The install went fine, the web page is now appearing in RT, but if I try > to select status,deleted tickets from the web page (or CLI tools), I get > an empty set of returned results. > > For example: > > (when there is a single new ticket in the tsube queue) > > seisei# /usr/local/rt3/local/sbin/rtx-shredder --plugin > 'Tickets=queue,tsube' > Next objects would be deleted: > RT::Ticket-11339 object > Do you want to proceed? [y/N] n > > (if I mark the ticket as deleted in RT) > > seisei# /usr/local/rt3/local/sbin/rtx-shredder --plugin > 'Tickets=queue,tsube;status,deleted' > Objects list is empty, try refine search options > > Any ideas? Yes, Shredder is distributed with patch, see the patch description in perldoc lib/RTx/Shredder.pm Only newest version of the RT doesn't require this patch. > > Thanks, > Graham > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From chris-lists at pipelinewireless.us Mon Nov 14 13:13:30 2005 From: chris-lists at pipelinewireless.us (Chris) Date: Mon, 14 Nov 2005 13:13:30 -0500 Subject: [rt-users] issue using rt-crontool In-Reply-To: <20051102191026.GI896@chaka.net> Message-ID: <20051114190853.194344D8126@diesel.bestpractical.com> I'm having an issue running a cron job using rt-crontool: #0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL \ #--search-arg "LastUpdated < '3 days ago' AND Status != 'resolved' AND Status != 'rejected'" \ #--action RT::Action::RecordComment --template 'Ignored tickets' Gives me this error: (/opt/rt3/lib/RT/Template_Overlay.pm:369) [Mon Nov 14 18:06:05 2005] [error]: Template parsing error: Can't call method "CreatedAsString" on an undefined value at template line 3. (/opt/rt3/lib/RT/Template_Overlay.pm:415) [Mon Nov 14 18:06:05 2005] [error]: error: unexpected end of header This might be something easy, but I'm not a perl or script person - I just use it as is, so my apologies if this is an easy fix. Using RT3.4.4 on CentOS4.2, Apache 2.0.52, mysql 4.1.12. Thanks, Chris From sturner at MIT.EDU Mon Nov 14 14:21:56 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 14 Nov 2005 14:21:56 -0500 Subject: [rt-users] Scrip question. Message-ID: <6.2.1.2.2.20051114142131.032b3ea8@po14.mit.edu> At Monday 11/14/2005 01:42 PM, Shaun T. Erickson wrote: >I have not selected any scrips for my queue, as the default set of scrips >currently do everything I need. But how do I tell RT that I *don't* want a >scrip to run? For instance, I don't want RT to send email to anyone when I >resolve a ticket, but I don't know how to turn off a global scrip for my >particular queue. TIA. You may want to rethink this setup - moving the default scrips from the global to the queue level gives you much more flexibility in customizing the behavior for individual queues. You can set up the default scrips for a new queue through a perl script, which makes life easier. Or you could mix the approaches, just moving the 'on create autoreply' and 'on resolve' scrips to the queues. Steve From sturner at MIT.EDU Mon Nov 14 14:23:09 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 14 Nov 2005 14:23:09 -0500 Subject: [rt-users] issue using rt-crontool In-Reply-To: <20051114190853.194344D8126@diesel.bestpractical.com> References: <20051102191026.GI896@chaka.net> <20051114190853.194344D8126@diesel.bestpractical.com> Message-ID: <6.2.1.2.2.20051114142109.032b6618@po14.mit.edu> At Monday 11/14/2005 01:13 PM, Chris wrote: >I'm having an issue running a cron job using rt-crontool: > >#0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL \ >#--search-arg "LastUpdated < '3 days ago' AND Status != 'resolved' AND >Status != 'rejected'" \ >#--action RT::Action::RecordComment --template 'Ignored tickets' > >Gives me this error: > >(/opt/rt3/lib/RT/Template_Overlay.pm:369) >[Mon Nov 14 18:06:05 2005] [error]: Template parsing error: Can't call >method "CreatedAsString" on an undefined value at template line 3. > (/opt/rt3/lib/RT/Template_Overlay.pm:415) >[Mon Nov 14 18:06:05 2005] [error]: error: unexpected end of header > >This might be something easy, but I'm not a perl or script person - I just >use it as is, so my apologies if this is an easy fix. > >Using RT3.4.4 on CentOS4.2, Apache 2.0.52, mysql 4.1.12. Chris, Have you tried running the command from the command line? If so did you get the same result. >Could you also post the content of the 'Ignored tickets' template? Thanks, Steve From graham.dunn at leitch.com Mon Nov 14 14:33:37 2005 From: graham.dunn at leitch.com (Graham Dunn) Date: Mon, 14 Nov 2005 14:33:37 -0500 Subject: [rt-users] Re: RTx::Shredder: Plusing returned empty list In-Reply-To: <589c94400511141049k3d09fd17q80ad275073344f19@mail.gmail.com> References: <589c94400511141049k3d09fd17q80ad275073344f19@mail.gmail.com> Message-ID: Ruslan Zakirov wrote: > On 11/14/05, Graham Dunn wrote: >> RT 3.4.1 >> RTx::Shredder 0.02_02 >> >> The install went fine, the web page is now appearing in RT, but if I try >> to select status,deleted tickets from the web page (or CLI tools), I get >> an empty set of returned results. >> [snip] >> >> Any ideas? > Yes, Shredder is distributed with patch, see the patch description in > perldoc lib/RTx/Shredder.pm > Only newest version of the RT doesn't require this patch. Right. OK, now I'm gettting results back. However, ./html/Callbacks/RTx-Shredder/Elements/Header/Head is not getting called, and therefore function checkAllObjects() is not being included in the results page. Should it be ./html/Callbacks/Shredder... ? Thanks, Graham From andy at eva.dp.ua Mon Nov 14 14:19:41 2005 From: andy at eva.dp.ua (Andrew Kornilov) Date: Mon, 14 Nov 2005 21:19:41 +0200 Subject: [rt-users] Ticket split Message-ID: <4378E34D.60206@eva.dp.ua> Hi all. How can i split ticket to multiple tickets? Something like "Extract to article" in RTFM, but split to any amount of tickets with automatical links to parent ticket, different Owners and so on. Is it possible in theory? From altendky at engr.orst.edu Mon Nov 14 14:29:18 2005 From: altendky at engr.orst.edu (Kyle Altendorf) Date: Mon, 14 Nov 2005 11:29:18 -0800 Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) In-Reply-To: <20051109000713.AABB16204C4@sr-gw.esc.net.au> References: <20051109000713.AABB16204C4@sr-gw.esc.net.au> Message-ID: <4378E58E.6010502@engr.orst.edu> The issue is not ticket generation, this is quite simple through the mailgate (though other options may turn out to be even simpler). It's more the setup to provide the user with all of the options from the custom fields with appropriate selection options (multiple vs single), list vs text box... Honestly, I was hoping to be lazy and just leech off of someone elses work. No such luck, so it's back to vi. -kyle Andrew Xenides wrote: > Now, if I read the full post I would have seen that you are using custom > fields. I have never worked with custom fields, but im sure this could be > used to insert to custom fields, and even get the custom fields for form > entry. > > -----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, November 09, 2005 10:34 AM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Anonymous web submission of tickets (I know... > CGI...) > > Cant you use the RT::Interface::CLI; perl module. You can then generate the > tickets with any values you want passed from a form... > > use RT::Interface::CLI; > use RT; > RT::LoadConfig(); > RT::Init(); > use RT::Ticket; > use RT::CurrentUser; > > my $CurrentUser = RT::Interface::CLI::GetCurrentUser(); > my $ticket = new RT::Ticket($CurrentUser); > my $ticket_body = MIME::Entity->build(Data => "Body of ticket", > Type => 'text/plain'); > my %ticket_vals = ( Queue => 'Queue', > Subject => 'Subject', > Owner => 'Nobody', > Requestor => "email address", > InitialPriority => '10', > FinalPriority => '30', > MIMEObj => $ticket_body, > ); > my ($id, $transaction_object, $err) = $ticket->Create(%ticket_vals); > > > I use this all the time to create tickets from cron. > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kyle > Altendorf > Sent: Tuesday, November 08, 2005 6:16 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) > > I am looking for comments regarding a file to use as a > non-authenticated ticket creation page. I know the accepted > practice is to write a CGI script to generate an email to the rt > alias. In fact, I did write one about three years ago. Super > simple for a general script, but a bit more complicated when > considering the need to allow the user to specify values for all > the custom fields. Of course, I don't want to simply copy the > current list of options into a static page. I would like them > to be read directly from the RT database. > > Does anyone have such a script already written that they would > be willing to share? I would use the one I wrote which had all > the features I need except that in my absense over the past few > years the file was lost. If I can't find one from someone else, > I guess it's time to relearn the RT API. If I get it working, > I'll be happy to share it with whomever wants a copy. Free > backup services if nothing else is how I see it, though > hopefully someone would find it useful. > > thanks, > kyle From altendky at engr.orst.edu Mon Nov 14 14:25:36 2005 From: altendky at engr.orst.edu (Kyle Altendorf) Date: Mon, 14 Nov 2005 11:25:36 -0800 Subject: [rt-users] Anonymous web submission of tickets (I know... CGI...) In-Reply-To: <589c94400511081551n242aeb4esca198a2d127ab821@mail.gmail.com> References: <436FAF09.1000400@engr.orst.edu> <589c94400511081551n242aeb4esca198a2d127ab821@mail.gmail.com> Message-ID: <4378E4B0.8020801@engr.orst.edu> I may still try to convince the admins that this (SelfService) is the best option, but they don't particularly want the users to be able to monitor the tickets. Nor do they want the user to have to enter a password. Also, I don't believe that RT supports the option of requiring that fields be filled out. Although we don't want to authenticate each user, we do want to require that they provide us with appropriate contact information. Overall, it sounds like I'll be rewriting the script. I'll be sure to post it when I get it done in case anyone else wants to use it. -kyle Ruslan Zakirov wrote: > Why don't you want use SelfService? > It only needs registration page if you want allow user to create new accounts. > > On 11/7/05, Kyle Altendorf wrote: > >>I am looking for comments regarding a file to use as a >>non-authenticated ticket creation page. I know the accepted >>practice is to write a CGI script to generate an email to the rt >>alias. In fact, I did write one about three years ago. Super >>simple for a general script, but a bit more complicated when >>considering the need to allow the user to specify values for all >>the custom fields. Of course, I don't want to simply copy the >>current list of options into a static page. I would like them >>to be read directly from the RT database. >> >>Does anyone have such a script already written that they would >>be willing to share? I would use the one I wrote which had all >>the features I need except that in my absense over the past few >>years the file was lost. If I can't find one from someone else, >>I guess it's time to relearn the RT API. If I get it working, >>I'll be happy to share it with whomever wants a copy. Free >>backup services if nothing else is how I see it, though >>hopefully someone would find it useful. >> >>thanks, >>kyle > > > > -- > Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Nov 14 14:55:43 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 14 Nov 2005 22:55:43 +0300 Subject: [rt-users] Re: RTx::Shredder: Plusing returned empty list In-Reply-To: References: <589c94400511141049k3d09fd17q80ad275073344f19@mail.gmail.com> Message-ID: <589c94400511141155n5c714d4aya07c27ac40b98f8b@mail.gmail.com> On 11/14/05, Graham Dunn wrote: > Ruslan Zakirov wrote: > > On 11/14/05, Graham Dunn wrote: > >> RT 3.4.1 > >> RTx::Shredder 0.02_02 > >> > >> The install went fine, the web page is now appearing in RT, but if I try > >> to select status,deleted tickets from the web page (or CLI tools), I get > >> an empty set of returned results. > >> > [snip] > > >> > >> Any ideas? > > Yes, Shredder is distributed with patch, see the patch description in > > perldoc lib/RTx/Shredder.pm > > Only newest version of the RT doesn't require this patch. > > Right. OK, now I'm gettting results back. > > However, ./html/Callbacks/RTx-Shredder/Elements/Header/Head is not > getting called, and therefore function checkAllObjects() is not being > included in the results page. > > Should it be ./html/Callbacks/Shredder... ? imho, it should work with /html/Callbacks/*/rt/page. I should check 3.4.1, but with 3.4.4 it works, I'm sure. > > Thanks, > Graham > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From noyler at khimetrics.com Mon Nov 14 15:44:52 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Mon, 14 Nov 2005 13:44:52 -0700 Subject: [rt-users] Ticket split Message-ID: <59B15593F41BD24591D59436E7226EAD02D1D094@Khiphx2.khimetrics.com> I would like this as well. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Andrew Kornilov > Sent: Monday, November 14, 2005 12:20 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Ticket split > > Hi all. > > How can i split ticket to multiple tickets? Something like "Extract to > article" in RTFM, but split to any amount of tickets with automatical > links to parent ticket, different Owners and so on. Is it possible in > theory? > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From todd at chaka.net Mon Nov 14 16:25:06 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 14 Nov 2005 16:25:06 -0500 Subject: [rt-users] Ticket split In-Reply-To: <4378E34D.60206@eva.dp.ua> References: <4378E34D.60206@eva.dp.ua> Message-ID: <20051114212506.GB3595@chaka.net> On Mon, Nov 14, 2005 at 09:19:41PM +0200, Andrew Kornilov wrote: > Hi all. > > How can i split ticket to multiple tickets? Something like "Extract to > article" in RTFM, but split to any amount of tickets with automatical > links to parent ticket, different Owners and so on. Is it possible in > theory? > I have modified one of the elements of Display.html to include a button in the Links section so that child tickets are created for a parent ticket, with the same subject and same body text from the first transaction. Is that what you want? -Todd From SHersker at TNGUS.com Mon Nov 14 16:46:42 2005 From: SHersker at TNGUS.com (Hersker, Steve) Date: Mon, 14 Nov 2005 16:46:42 -0500 Subject: [rt-users] Import data from another ticketing system Message-ID: <7FED619E7720714C957E9CA14231C5269EDF3E@crn-mail02.tngus.com> > > > > I'm very new to RT and am hoping to replace our existing commercial help > > desk ticketing software with RT. But, we've been using this other app > for > > almost four years and have 20,000+ tickets in it....I'd hate to walk away > from > > that history and am hoping to find a way to import it into RT. > > What commercial help desk are you speaking of? It's possible someone > else has created a migration tool already. I've inspected the > database that RT relies on, and I'm sure there are some straight > forward ways to import that data. AFAICT, the API allows you to hand > craft a new script to do just this. My advisement is be patient, and > keep a few backups of your existing RT setup on hand. Sure, you can > reinstall, but it's easy enough to drop the database, recreate and > reimport from a previous backup if something goes awry. > > Good luck! I'd like to know more about this myself. I have a > ticketing system I plan to do this with in the near future. (That > ticket system is from scratch as an inhouse tool however...) Sorry the response to this was so delayed...had to travel for work, so I've been out of pocket... To answer your questions, Scott, we're using Helpstar v8.1 by Helpdesk Technology. It's not bad - but it's Windows client, has too many features we don't use and doesn't have some features we do need. Next up is to see if I can extract the data from Helpstar in a format useable to import in to RT. I'm fairly sure I can get it moved over to a mySQL database on the same server as RT. Can anyone point me to some resources on the RT cli? I've been all over the WIKI and have the Best Practical Essentials, but I think I'm still missing the big picture...And, any recommendations on "beginners PERL to access mySQL" would be appreciated. Lastly, assuming the worst (that I can't get the data imported), is there a way I can "seed" the first RT ticket #...if I can at least have my engineers know that any ticket above 20000 is in RT and anything below is in Helpstar, they'd at least know where to look. Thanks! Steve From noyler at khimetrics.com Mon Nov 14 17:33:14 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Mon, 14 Nov 2005 15:33:14 -0700 Subject: [rt-users] Ticket split Message-ID: <59B15593F41BD24591D59436E7226EAD02D1D1AB@Khiphx2.khimetrics.com> > > Hi all. > > > > How can i split ticket to multiple tickets? Something like "Extract to > > article" in RTFM, but split to any amount of tickets with automatical > > links to parent ticket, different Owners and so on. Is it possible in > > theory? > > > > I have modified one of the elements of Display.html to include > a button in the Links section so that child tickets are created > for a parent ticket, with the same subject and same body text > from the first transaction. Is that what you want? > > -Todd I would like that. -Nathan From todd at chaka.net Mon Nov 14 18:20:10 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 14 Nov 2005 18:20:10 -0500 Subject: [rt-users] Ticket split In-Reply-To: <59B15593F41BD24591D59436E7226EAD02D1D1AB@Khiphx2.khimetrics.com> References: <59B15593F41BD24591D59436E7226EAD02D1D1AB@Khiphx2.khimetrics.com> Message-ID: <20051114232010.GC3595@chaka.net> On Mon, Nov 14, 2005 at 03:33:14PM -0700, Nathan Oyler wrote: > > > Hi all. > > > > > > How can i split ticket to multiple tickets? Something like "Extract > to > > > article" in RTFM, but split to any amount of tickets with > automatical > > > links to parent ticket, different Owners and so on. Is it possible > in > > > theory? > > > > > > > I have modified one of the elements of Display.html to include > > a button in the Links section so that child tickets are created > > for a parent ticket, with the same subject and same body text > > from the first transaction. Is that what you want? > > > > -Todd > > I would like that. This should work but I took out some site specific stuff. Be sure to test it. It also propogates the requestor. # mkdir -p /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/ # vi /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/Default --- Content of Default --- <%ARGS> $Ticket From noyler at khimetrics.com Mon Nov 14 18:33:20 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Mon, 14 Nov 2005 16:33:20 -0700 Subject: [rt-users] Ticket split Message-ID: <59B15593F41BD24591D59436E7226EAD02D1D238@Khiphx2.khimetrics.com> > > > > Hi all. > > > > > > > > How can i split ticket to multiple tickets? Something like "Extract > > to > > > > article" in RTFM, but split to any amount of tickets with > > automatical > > > > links to parent ticket, different Owners and so on. Is it possible > > in > > > > theory? > > > > > > > > > > I have modified one of the elements of Display.html to include > > > a button in the Links section so that child tickets are created > > > for a parent ticket, with the same subject and same body text > > > from the first transaction. Is that what you want? > > > > > > -Todd > > > > I would like that. > > This should work but I took out some site specific stuff. Be sure > to test it. It also propogates the requestor. > > # mkdir -p > /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/ > # vi > /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/Default > > --- Content of Default --- > > > > > <%ARGS> > $Ticket > I've added Default to /opt/rt3/local/html/Callbacks/MyCallbacks/Elements/ShowLinks And it's not showing up. If I view the source on the ticket or Modifylinks.html?id= I do not see the code. I've deleted mason handler objects (which may not be relevant) I'll continue to look at it to see if maybe it's something I can figure out. From kbailey at freewayprojects.com Mon Nov 14 18:01:00 2005 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Mon, 14 Nov 2005 23:01:00 +0000 Subject: [rt-users] Ticket split In-Reply-To: <20051114212506.GB3595@chaka.net> References: <4378E34D.60206@eva.dp.ua> <20051114212506.GB3595@chaka.net> Message-ID: <4379172C.2010906@freewayprojects.com> does anyone have a problem with konqueror outputting to print with very small fonts? this isn't just RT - but everything with konqueror. sometimes i can fix it by sort of overiding the css using the default css option in the preferences and using: @media print { body { font-size: x-large; } } in the style sheet but this (annoyingly) does not work all of the time. kev From mgurtovenko at swsoft.com Tue Nov 15 01:18:30 2005 From: mgurtovenko at swsoft.com (Maksim Gurtovenko) Date: Tue, 15 Nov 2005 12:18:30 +0600 Subject: [rt-users] rt-mailgate. Large tickets problem Message-ID: <75899554.20051115121830@swsoft.com> Hello rt-users, I found a problem with rt-mailgate when somebody sends to my RT message with large attachment (about few MB). If attachment enough big, RT get all available memory and fall down. In my system, for ticket with one 10 MB attachment, rt-mailgate get ~200 MB and mason_handler.f get ~180MB. If there is not enough memory for this processes, RT will die and rt-mailgate will be called by mailserver again and again with this ticket. How can I solve this problem? -- Maksim Gurtovenko Internal Development Engineer SWsoft, Inc. E-mail: mgurtovenko at swsoft.com From Joerg.Ungermann at web.de Tue Nov 15 03:06:35 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Tue, 15 Nov 2005 09:06:35 +0100 Subject: [rt-users] RT for Order handling Message-ID: <865249930@web.de> We are currently evaluating RT for handling orders from a webshop (epages 5). We would need approval and probably asset management. After analysing it we came to the solution to put - A Main order in a main ticket - All basket positions into daughter tickets This way we will be able to approve / diapprove every single position. We think this is superior to the order in one ticket having the order data as an xml attachment. Has anyone a similar solution in practise? Can you advice? Kind regards Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From bulb at ucw.cz Tue Nov 15 03:24:58 2005 From: bulb at ucw.cz (Jan Hudec) Date: Tue, 15 Nov 2005 09:24:58 +0100 Subject: [rt-users] Konqueror fonts In-Reply-To: <4379172C.2010906@freewayprojects.com> References: <4378E34D.60206@eva.dp.ua> <20051114212506.GB3595@chaka.net> <4379172C.2010906@freewayprojects.com> Message-ID: <20051115082458.GA22123@djinn> Please, when you start a topic, DON'T reply to unrelated mail and set subject appropriately. You are significantly lessening your chance to get reply otherwise. On Mon, Nov 14, 2005 at 23:01:00 +0000, Kevin Bailey wrote: > does anyone have a problem with konqueror outputting to print with very > small fonts? > > this isn't just RT - but everything with konqueror. Konqueror prints the page so that the width it has on the screen is scaled to the width on the paper. So if you have wide konqueror window, it prints with tiny font. Narow the window before printing... > sometimes i can fix it by sort of overiding the css using the default > css option in the preferences and using: > > @media print { body { font-size: x-large; } } > > in the style sheet but this (annoyingly) does not work all of the time. -- Jan 'Bulb' Hudec -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From andy at eva.dp.ua Tue Nov 15 05:23:24 2005 From: andy at eva.dp.ua (Andrew Kornilov) Date: Tue, 15 Nov 2005 12:23:24 +0200 Subject: [rt-users] Ticket split In-Reply-To: <20051114232010.GC3595@chaka.net> References: <59B15593F41BD24591D59436E7226EAD02D1D1AB@Khiphx2.khimetrics.com> <20051114232010.GC3595@chaka.net> Message-ID: <4379B71C.4060704@eva.dp.ua> Todd Chapman wrote: >> > I have modified one of the elements of Display.html to include >> > a button in the Links section so that child tickets are created >> > for a parent ticket, with the same subject and same body text >> > from the first transaction. Is that what you want? >> > >> > -Todd >> >> I would like that. > >This should work but I took out some site specific stuff. Be sure >to test it. It also propogates the requestor. > ># mkdir -p /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/ ># vi /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/Default > >--- Content of Default --- > > Thanks. Looks like something i want (RTFM behavior "Extract to article" more powerful but hard to implement :). But one bug: new child ticket created without subject and body text. I'll try to investigate this. From torsten.brumm at kuehne-nagel.com Tue Nov 15 05:51:16 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 15 Nov 2005 11:51:16 +0100 Subject: AW: [rt-users] Ticket split In-Reply-To: <59B15593F41BD24591D59436E7226EAD02D1D094@Khiphx2.khimetrics.com> Message-ID: Yes! Me too, this is very urgently needed! Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Nathan Oyler > Gesendet: Montag, 14. November 2005 21:45 > An: Andrew Kornilov; rt-users at lists.bestpractical.com > Betreff: RE: [rt-users] Ticket split > > I would like this as well. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > > bounces at lists.bestpractical.com] On Behalf Of Andrew Kornilov > > Sent: Monday, November 14, 2005 12:20 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] Ticket split > > > > Hi all. > > > > How can i split ticket to multiple tickets? Something like > "Extract to > > article" in RTFM, but split to any amount of tickets with > automatical > > links to parent ticket, different Owners and so on. Is it > possible in > > theory? > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From torsten.brumm at kuehne-nagel.com Tue Nov 15 05:59:27 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 15 Nov 2005 11:59:27 +0100 Subject: AW: [rt-users] Ticket split In-Reply-To: <20051114232010.GC3595@chaka.net> Message-ID: Hi Todd, The idea is OK for the first step, but i think, it could be much more better if it can work like the following: 1. I have a Ticket from Requestor A and i'm the Owner B 2. There are many entries within the history and each of them have at this moment a comment and reply button 3. If i now need a new subticket from this history entry or from the whole ticket, it would be great to generate a new subticket with the content of the history entry (or whole ticket, depending on the link you used). 4. If you now have pressed something like: "creat subticket" i think there must also be a function that gives you the abaility to choose a queue. 5. The new Subticket can't have the original requestor A, this must be replaced with the Owner B as Requestor. So far i know, there was a patch from Dirk Pape within the wiki doing exactly this, but i cant get it running under rt 3.4.4 because it was coded for a <3.2 Version so far i know and it produces thousends of errors... What do you thing about this?!? Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Todd Chapman > Gesendet: Dienstag, 15. November 2005 00:20 > An: Nathan Oyler > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Ticket split > > On Mon, Nov 14, 2005 at 03:33:14PM -0700, Nathan Oyler wrote: > > > > Hi all. > > > > > > > > How can i split ticket to multiple tickets? Something like > > > > "Extract > > to > > > > article" in RTFM, but split to any amount of tickets with > > automatical > > > > links to parent ticket, different Owners and so on. Is > it possible > > in > > > > theory? > > > > > > > > > > I have modified one of the elements of Display.html to include a > > > button in the Links section so that child tickets are > created for a > > > parent ticket, with the same subject and same body text from the > > > first transaction. Is that what you want? > > > > > > -Todd > > > > I would like that. > > This should work but I took out some site specific stuff. Be > sure to test it. It also propogates the requestor. > > # mkdir -p > /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLinks/ > # vi > /op/rt3/local/html/Callbacks/YourCompanyName/Elements/ShowLink > s/Default > > --- Content of Default --- > > > <%ARGS> $Ticket > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From pape-rt at inf.fu-berlin.de Tue Nov 15 06:17:54 2005 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 15 Nov 2005 12:17:54 +0100 Subject: AW: [rt-users] Ticket split In-Reply-To: References: Message-ID: <3C5FEC7ED6695B647FE22160@idefix.mi.fu-berlin.de> Hello --Am 15. November 2005 11:59:27 +0100 schrieb Torsten Brumm : > So far i know, there was a patch from Dirk Pape within the wiki doing > exactly this, but i cant get it running under rt 3.4.4 because it was > coded for a <3.2 Version so far i know and it produces thousends of > errors... > > What do you thing about this?!? Mmh. I never needed to edit the patch, because it worked all over from 3.2 to 3.4. You can get it from here . screenshots: If you see an error, please report it to me. Thanks, Dirk. -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From bobb+rt-users at redbrick.dcu.ie Tue Nov 15 06:43:25 2005 From: bobb+rt-users at redbrick.dcu.ie (bobb) Date: Tue, 15 Nov 2005 11:43:25 +0000 Subject: [rt-users] Searching for "deleted" tickets. Message-ID: <20051115114325.GB27912@carbon.redbrick.dcu.ie> Hey, I was wandering through our queues dumping random bits of spam that happend to be hanging around. I think I _may_ have accidently "deleted" a valid ticket ( Status -> deleted ). I am aware that "deleted" tickets are not supposed to be easy to find through RT, however, as I don't happen to know the ticket number, is there any way to actually search for them ? I have tried `` Status = 'deleted' '' in the advanced query builder and things like: Status != 'new' AND Status != 'open' AND Status != 'stalled' AND Status != 'resolved' AND Status != 'rejected' But still no joy... RT-3.4.1 Any ideas...? I'n not too pushed... I didn't realise before that "deleted" tickets wern't that easy to find... Cheers, - bobb -- Mr. Rogers could explain shoe-tying and make it seem like the coolest thing in the world. He was our Uncle and older brother. He told us we were special, and we knew he'd be there for us. A cult leader, right down to the sneakers. From torsten.brumm at kuehne-nagel.com Tue Nov 15 07:28:00 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 15 Nov 2005 13:28:00 +0100 Subject: AW: AW: [rt-users] Ticket split In-Reply-To: <3C5FEC7ED6695B647FE22160@idefix.mi.fu-berlin.de> Message-ID: Hi Dirk, Thanks for your reply, after your site was not reachable many weeks, i thought you are away... I will check this out now and come back with the error, btw. Have you also tryed the HideGlobalScrips under RT 344? Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: pape-rt at inf.fu-berlin.de [mailto:pape-rt at inf.fu-berlin.de] > Gesendet: Dienstag, 15. November 2005 12:18 > An: Torsten Brumm; 'Todd Chapman'; 'Nathan Oyler' > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: [rt-users] Ticket split > > Hello > > --Am 15. November 2005 11:59:27 +0100 schrieb Torsten Brumm > : > > > So far i know, there was a patch from Dirk Pape within the > wiki doing > > exactly this, but i cant get it running under rt 3.4.4 > because it was > > coded for a <3.2 Version so far i know and it produces thousends of > > errors... > > > > What do you thing about this?!? > > Mmh. I never needed to edit the patch, because it worked all > over from 3.2 to 3.4. > > You can get it from here > . > screenshots: > > > If you see an error, please report it to me. > > Thanks, > Dirk. > -- > Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich > Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, > 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 > From pape-rt at inf.fu-berlin.de Tue Nov 15 07:42:54 2005 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 15 Nov 2005 13:42:54 +0100 Subject: AW: AW: [rt-users] Ticket split In-Reply-To: References: Message-ID: <310B27816CDCA2D1D87258CC@idefix.mi.fu-berlin.de> Hello, --Am 15. November 2005 13:28:00 +0100 schrieb Torsten Brumm : > I will check this out now and come back with the error, btw. Have you also > tryed the HideGlobalScrips under RT 344? yes. The following aptch works also for 3.4.4: Mit freundlichen Gr??en, Dirk Pape. -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From torsten.brumm at kuehne-nagel.com Tue Nov 15 08:08:44 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 15 Nov 2005 14:08:44 +0100 Subject: AW: AW: [rt-users] Ticket split In-Reply-To: <3C5FEC7ED6695B647FE22160@idefix.mi.fu-berlin.de> Message-ID: Hi Dirk, Yes, it is working very well!!! Thanks for this great feature! I had made a mistake at my last try. This is really a very usefull feature.... Many thanks Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: pape-rt at inf.fu-berlin.de [mailto:pape-rt at inf.fu-berlin.de] > Gesendet: Dienstag, 15. November 2005 12:18 > An: Torsten Brumm; 'Todd Chapman'; 'Nathan Oyler' > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: [rt-users] Ticket split > > Hello > > --Am 15. November 2005 11:59:27 +0100 schrieb Torsten Brumm > : > > > So far i know, there was a patch from Dirk Pape within the > wiki doing > > exactly this, but i cant get it running under rt 3.4.4 > because it was > > coded for a <3.2 Version so far i know and it produces thousends of > > errors... > > > > What do you thing about this?!? > > Mmh. I never needed to edit the patch, because it worked all > over from 3.2 to 3.4. > > You can get it from here > . > screenshots: > > > If you see an error, please report it to me. > > Thanks, > Dirk. > -- > Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich > Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, > 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 > From torsten.brumm at kuehne-nagel.com Tue Nov 15 08:36:20 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 15 Nov 2005 14:36:20 +0100 Subject: AW: AW: AW: [rt-users] Ticket split In-Reply-To: <310B27816CDCA2D1D87258CC@idefix.mi.fu-berlin.de> Message-ID: Hi Dirk, Just playing around with the HideScrips Patch. b) existence of the modules RT::QueueDeactivatedScrip.pm (autocreated by rt3/sbin/factory) RT::QueueDeactivatedScrips.pm (autocreated by rt3/sbin/factory) RT::QueueDeactivatedScrip_Overlay.pm (enhanced methods) What does this mean? I didn't find this .pm Modules....?!?! Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: pape-rt at inf.fu-berlin.de [mailto:pape-rt at inf.fu-berlin.de] > Gesendet: Dienstag, 15. November 2005 13:43 > An: Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: AW: [rt-users] Ticket split > > Hello, > > --Am 15. November 2005 13:28:00 +0100 schrieb Torsten Brumm > : > > > I will check this out now and come back with the error, > btw. Have you > > also tryed the HideGlobalScrips under RT 344? > > yes. The following aptch works also for 3.4.4: > crip-3.4.2.patch> > > Mit freundlichen Gr??en, > Dirk Pape. > > -- > Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich > Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, > 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 > From pape-rt at inf.fu-berlin.de Tue Nov 15 08:44:16 2005 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Tue, 15 Nov 2005 14:44:16 +0100 Subject: AW: AW: AW: [rt-users] Ticket split In-Reply-To: References: Message-ID: <9FAE0338BE418156A13AFA24@idefix.mi.fu-berlin.de> sorry you need for the first install. Here the missing .pm-files are included but the included patch may not apply to 3.4.4. You have to use the patch mentioned before instead. Dirk. --Am 15. November 2005 14:36:20 +0100 schrieb Torsten Brumm : > Just playing around with the HideScrips Patch. > > b) existence of the modules > > RT::QueueDeactivatedScrip.pm (autocreated by rt3/sbin/factory) > RT::QueueDeactivatedScrips.pm (autocreated by rt3/sbin/factory) > RT::QueueDeactivatedScrip_Overlay.pm (enhanced methods) > > What does this mean? I didn't find this .pm Modules....?!?! -- Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From todd at chaka.net Tue Nov 15 09:42:31 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 15 Nov 2005 09:42:31 -0500 Subject: [rt-users] Ticket split In-Reply-To: References: <20051114232010.GC3595@chaka.net> Message-ID: <20051115144230.GD3595@chaka.net> On Tue, Nov 15, 2005 at 11:59:27AM +0100, Torsten Brumm wrote: > Hi Todd, > > The idea is OK for the first step, but i think, it could be much more better > if it can work like the following: > > 1. I have a Ticket from Requestor A and i'm the Owner B > 2. There are many entries within the history and each of them have at this > moment a comment and reply button > > 3. If i now need a new subticket from this history entry or from the whole > ticket, it would be great to generate a new subticket with the content of > the history entry (or whole ticket, depending on the link you used). > > 4. If you now have pressed something like: "creat subticket" i think there > must also be a function that gives you the abaility to choose a queue. > > 5. The new Subticket can't have the original requestor A, this must be > replaced with the Owner B as Requestor. > > So far i know, there was a patch from Dirk Pape within the wiki doing > exactly this, but i cant get it running under rt 3.4.4 because it was coded > for a <3.2 Version so far i know and it produces thousends of errors... > > What do you thing about this?!? I have no need for that. From torsten.brumm at kuehne-nagel.com Tue Nov 15 10:09:13 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 15 Nov 2005 16:09:13 +0100 Subject: AW: AW: AW: AW: [rt-users] Ticket split In-Reply-To: <9FAE0338BE418156A13AFA24@idefix.mi.fu-berlin.de> Message-ID: Hi Dirk, Thanks for the hint, tryed it also and it's also working fine! Many thanks....another great tool. Btw: the Links for the downloads at your site are not working.... :-( Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: pape-rt at inf.fu-berlin.de [mailto:pape-rt at inf.fu-berlin.de] > Gesendet: Dienstag, 15. November 2005 14:44 > An: Torsten Brumm > Cc: rt-users at lists.bestpractical.com > Betreff: Re: AW: AW: AW: [rt-users] Ticket split > > sorry you need > obalScrips.tgz> > for the first install. Here the missing .pm-files are > included but the included patch may not apply to 3.4.4. You > have to use the patch mentioned before instead. > > Dirk. > > --Am 15. November 2005 14:36:20 +0100 schrieb Torsten Brumm > : > > > Just playing around with the HideScrips Patch. > > > > b) existence of the modules > > > > RT::QueueDeactivatedScrip.pm (autocreated by rt3/sbin/factory) > > RT::QueueDeactivatedScrips.pm (autocreated by rt3/sbin/factory) > > RT::QueueDeactivatedScrip_Overlay.pm (enhanced methods) > > > > What does this mean? I didn't find this .pm Modules....?!?! > > > > -- > Dr. Dirk Pape (Projektleitung Campus Management) Fachbereich > Mathematik und Informatik der FU Berlin Grunewaldstr. 34a, > 12165 Berlin Tel. +49 (30) 838 75143, Fax. +49 (30) 838 54654 From jesse at bestpractical.com Tue Nov 15 12:17:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Nov 2005 12:17:34 -0500 Subject: [rt-users] rt-mailgate. Large tickets problem In-Reply-To: <75899554.20051115121830@swsoft.com> References: <75899554.20051115121830@swsoft.com> Message-ID: <20051115171734.GT9217@bestpractical.com> On Tue, Nov 15, 2005 at 12:18:30PM +0600, Maksim Gurtovenko wrote: > Hello rt-users, > > I found a problem with rt-mailgate when somebody sends to my RT message with > large attachment (about few MB). If attachment enough big, RT get all available > memory and fall down. In my system, for ticket with one 10 MB > attachment, rt-mailgate get ~200 MB and mason_handler.f get ~180MB. What version of RT are you using? > If there is not enough memory for this processes, RT will die and > rt-mailgate will be called by mailserver again and again with this > ticket. > How can I solve this problem? > > -- > Maksim Gurtovenko > Internal Development Engineer > SWsoft, Inc. > E-mail: mgurtovenko at swsoft.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Tue Nov 15 12:20:02 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Nov 2005 12:20:02 -0500 Subject: [rt-users] RT CLI tool features In-Reply-To: <20051111155913.GB31472@mpdtxmail.amd.com> References: <20051111032310.GP9217@bestpractical.com> <20051111155913.GB31472@mpdtxmail.amd.com> Message-ID: <20051115172002.GV9217@bestpractical.com> On Fri, Nov 11, 2005 at 09:59:13AM -0600, Travis Campbell wrote: > On Thu, Nov 10, 2005 at 10:23:11PM -0500, Jesse Vincent wrote: > > > > > > > > On Thu, Nov 10, 2005 at 10:02:13AM -0500, Roland, Ryan M wrote: > > > Speaking of the RT CLI tool, are there plans to extend its functionality > > > any? For example, how about adding the ability to set custom field > > > values? Or perhaps to specify a local file to add as an attachment to a > > > ticket... > > > > Patches are most certainly welcome. > > > > Jesse, > > Do you have any documentation on the REST interface that you've > implemented? Only as comments in the code. > Or even the particular docs on REST (in general) that you > worked from? It's basically that "GET" gets you the current version of a resource and "POST" updates a resource. RT's implementation uses RFC822 style messages, though in the past couple years, XML has become the defacto standard. > Travis > > -- > Travis Campbell - Unix Systems Administrator = travis at mpdtxmail.amd.com > 5900 E. Ben White Blvd, Austin, TX 78741 = travis.campbell at amd.com > TEL: (512) 602-1888 PAG: (512) 604-0341 = webmaster at mpdtxmail.amd.com > ============================================================================= > "Does anything work as expected?" Yes. An axe through the CPU. > -- From adnichols at gmail.com Tue Nov 15 12:23:13 2005 From: adnichols at gmail.com (Aaron Nichols) Date: Tue, 15 Nov 2005 09:23:13 -0800 Subject: [rt-users] Ticket Query causes mysql to spin endlessly consuming all CPU Message-ID: Hello again, We seem to have stumbled into a situation that has dire concequences for mysql. If we run the following query in RT, mysql will consume 100% of the CPU and RT will end up returning a "500 Internal Server Error" due to a timeout waiting for a response from the mysql server. This seems to only impact the current session, if the browser is closed and opened again RT works ok but the mysql process is left consuming CPU time. Query in RT: Subject LIKE 'test' OR Content LIKE 'test' Mysql Query According to mytop: SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Subject LIKE '%test%')OR ( (Attachments_2.Content LIKE '%test%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ) The system is running on FreeBSD 6.0-RELEASE, RT 3.4.4, mysql 4.1.15 w/ linuxthreads, apache2.0.55, fastcgi 2.4.2 - all built from FreeBSD ports collection. Hardware is a dual Xeon 2.8Ghz, 2Gig ram running my-large.cnf from mysql port w/ minor modifications. When RT eventually errors out after 120 seconds it gives the following error (which makes total sense): [Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI: comm with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle timeout (120 sec), referer: http://rt-stage.corp.netopia.com/Search/Build.html [Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI: incomplete headers (0 bytes) received from server "/usr/local/rt3/bin/mason_handler.fcgi", referer: http://rt-stage.corp.netopia.com/Search/Build.html I believe this query is redundant and I've instructed folks not to do this, but it seems like mysql shouldn't endlessly spin on the query the way it does. I'm not sure if this is an RT problem in the way the query is performed or a mysql problem in the way it responds (or both). Any suggestions on how to prevent this in the future? Thanks, Aaron From jesse at bestpractical.com Tue Nov 15 12:27:04 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Nov 2005 12:27:04 -0500 Subject: [rt-users] RT for Order handling In-Reply-To: <865249930@web.de> References: <865249930@web.de> Message-ID: <20051115172704.GW9217@bestpractical.com> On Tue, Nov 15, 2005 at 09:06:35AM +0100, Jrg Ungermann wrote: > > We are currently evaluating RT for handling orders from a webshop (epages 5). > We would need approval and probably asset management. > > After analysing it we came to the solution to put > > - A Main order in a main ticket > - All basket positions into daughter tickets You might also consider doing this with HasMember links. or a custom field.... From rfh at pipex.net Tue Nov 15 12:29:10 2005 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 15 Nov 2005 17:29:10 +0000 Subject: [rt-users] Ticket Query causes mysql to spin endlessly consuming all CPU In-Reply-To: References: Message-ID: <437A1AE6.8020105@pipex.net> I 'll be looking forward to the solution ..I have a similar issue with content + subject only searches .. with RT-3.4.4 search builder 1.33 mysql 4.1.15 Roy Aaron Nichols wrote: >Hello again, > We seem to have stumbled into a situation that has dire >concequences for mysql. If we run the following query in RT, mysql >will consume 100% of the CPU and RT will end up returning a "500 >Internal Server Error" due to a timeout waiting for a response from >the mysql server. This seems to only impact the current session, if >the browser is closed and opened again RT works ok but the mysql >process is left consuming CPU time. > >Query in RT: > Subject LIKE 'test' OR Content LIKE 'test' > >Mysql Query According to mytop: >SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions >Transactions_1, Attachments Attachments_2 WHERE >((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = >main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = >'ticket')) AND ((main.Subject LIKE '%test%')OR ( >(Attachments_2.Content LIKE '%test%')AND(Attachments_2.TransactionId = >Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ) > >The system is running on FreeBSD 6.0-RELEASE, RT 3.4.4, mysql 4.1.15 >w/ linuxthreads, apache2.0.55, fastcgi 2.4.2 - all built from FreeBSD >ports collection. >Hardware is a dual Xeon 2.8Ghz, 2Gig ram running my-large.cnf from >mysql port w/ minor modifications. > >When RT eventually errors out after 120 seconds it gives the following >error (which makes total sense): >[Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI: comm >with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle >timeout (120 sec), referer: >http://rt-stage.corp.netopia.com/Search/Build.html >[Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI: >incomplete headers (0 bytes) received from server >"/usr/local/rt3/bin/mason_handler.fcgi", referer: >http://rt-stage.corp.netopia.com/Search/Build.html > >I believe this query is redundant and I've instructed folks not to do >this, but it seems like mysql shouldn't endlessly spin on the query >the way it does. I'm not sure if this is an RT problem in the way the >query is performed or a mysql problem in the way it responds (or >both). Any suggestions on how to prevent this in the future? > >Thanks, >Aaron > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >San Francisco - Find out more at http://bestpractical.com/services/training.html > From noyler at khimetrics.com Tue Nov 15 12:31:46 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Tue, 15 Nov 2005 10:31:46 -0700 Subject: AW: [rt-users] Ticket split Message-ID: <59B15593F41BD24591D59436E7226EAD02D1D57B@Khiphx2.khimetrics.com> > Mmh. I never needed to edit the patch, because it worked all over from 3.2 > to 3.4. > > You can get it from here > . > screenshots: > > > If you see an error, please report it to me. I received an error with the patch running cleanly for ShowTransaction with rt 3.4.2 Just edited it manually and it worked fine, it was from $UpdatePath being a variable it looked like. It's absolutely what I needed though, thank your for your hard work. From kbailey at freewayprojects.com Tue Nov 15 12:28:32 2005 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Tue, 15 Nov 2005 17:28:32 +0000 Subject: [rt-users] Re: Konqueror fonts In-Reply-To: <20051115082458.GA22123@djinn> References: <4378E34D.60206@eva.dp.ua> <20051114212506.GB3595@chaka.net> <4379172C.2010906@freewayprojects.com> <20051115082458.GA22123@djinn> Message-ID: <437A1AC0.4000107@freewayprojects.com> Jan Hudec wrote: >Please, when you start a topic, DON'T reply to unrelated mail and set >subject appropriately. You are significantly lessening your chance to >get reply otherwise. > >On Mon, Nov 14, 2005 at 23:01:00 +0000, Kevin Bailey wrote: > > >>does anyone have a problem with konqueror outputting to print with very >>small fonts? >> >>this isn't just RT - but everything with konqueror. >> >> > >Konqueror prints the page so that the width it has on the screen is >scaled to the width on the paper. So if you have wide konqueror window, >it prints with tiny font. Narow the window before printing... > > > thank you, thank you, thank you, thank you, thank you, thank you!!!!!!!!!!!!!!!!!! this 'feature' has bugged me for ages! Any way to turn it off?!? I'll check into it. What I need to to is print out docs for clients - and it would be nice to have a consistent font-size. but i'll deja for this. muchos gracias, kev >>sometimes i can fix it by sort of overiding the css using the default >>css option in the preferences and using: >> >>@media print { body { font-size: x-large; } } >> >>in the style sheet but this (annoyingly) does not work all of the time. >> >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Tue Nov 15 13:06:54 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 15 Nov 2005 13:06:54 -0500 Subject: [rt-users] Scrip question. In-Reply-To: <92da24e00511141125t4fbaaa5co55b7860ad6f7933b@mail.gmail.co m> References: <92da24e00511141042s6ac9dee2we99a32da85370bf9@mail.gmail.com> <6.2.1.2.2.20051114140746.03276550@po14.mit.edu> <92da24e00511141125t4fbaaa5co55b7860ad6f7933b@mail.gmail.com> Message-ID: <6.2.1.2.2.20051115130518.03265420@po14.mit.edu> At Monday 11/14/2005 02:25 PM, you wrote: >On 11/14/05, Stephen Turner <sturner at mit.edu> wrote: > >You may want to rethink this setup - moving the default scrips from the >global to the queue level gives you much more flexibility in customizing >the behavior for individual queues. You can set up the default scrips for a >new queue through a perl script, which makes life easier. > > >How do I go about moving them from a global scope to just a queue-level >scope? Will that cause any problems when I upgrade RT in the future? As >for perl scripts ... I'd have to learn perl, first ... >-- Without Perl scripting this would be a manual process using the web interface - fairly tedious, depending on how many queues you have. An alternative might be Dirk Pape's package - I think this does what you need although I haven't actually tried it. http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From sturner at MIT.EDU Tue Nov 15 13:16:26 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 15 Nov 2005 13:16:26 -0500 Subject: [rt-users] issue using rt-crontool Message-ID: <6.2.1.2.2.20051115131618.03264d30@po14.mit.edu> At Monday 11/14/2005 03:27 PM, Chris wrote: >Yes, this is the response I receive from the command-line. > >Here is the Ignored Tickets paste (I stole most of it from the transaction >template): > >RT-Attach-Message: yes > >{$Transaction->CreatedAsString}: Request {$Ticket->id} has not been updated >for the past 3 days. Please update, resolve, or put ticket into a stalled >status. > >Transaction: {$Transaction->Description} > Queue: {$Ticket->QueueObj->Name} > Subject: {$Transaction->Subject || $Ticket->Subject || "(No subject >given)"} > Owner: {$Ticket->OwnerObj->Name} > Requestors: {$Ticket->RequestorAddresses} > Status: {$Ticket->Status} > Ticket id} > > > >{$Transaction->Content()} I'm guessing that the crontool does not give the template a transaction context in the way a scrip does. The template gets invoked as the result of a search rather than an update, so there is no transaction. I think if you remove the $Transaction parts you'll be OK. Steve From pavel.ruzicka at i.cz Tue Nov 15 12:55:20 2005 From: pavel.ruzicka at i.cz (Pavel Ruzicka) Date: Tue, 15 Nov 2005 18:55:20 +0100 Subject: [rt-users] Ticket Query causes mysql to spin endlessly consuming all CPU In-Reply-To: <437A1AE6.8020105@pipex.net> References: <437A1AE6.8020105@pipex.net> Message-ID: <437A2108.5020503@i.cz> i have this problem also with rt-3.2.2 @ mysql-3.23.58. fastcgi timeouts before it gets response from mysql backend. ugly way for client howto gets from this 500error situation can be delete cookie from browser, but dont do this!, mysql still tries to solve this SELECT! i increased FastCgiServer's -idle-timeout value to satisfy simpler queries timeout for mysql is afaik defined in Apache/Session/Lock/MySQL.pm my $sth = $self->{dbh}->prepare_cached(q{SELECT GET_LOCK(?, 3600)}, {}, 1); i had no time for playing with this value so i dont know at this time if it can help. next i was pondering about FULLTEXT indexes, its not possible to use them with InnoDB, but (good news everyone :)), its in the InnoDB's roadmap. http://www.innodb.com/todo.php : "Updated August 30, 2005. In progress: Add FULLTEXT indexes on InnoDB tables. A sponsor for this project has been found, and a developer has been hired. Appears probably in 2006." Any other ideas/workarounds/solutions/... ? Ruza On 11/15/05 18:29, Roy El-Hames wrote: > I 'll be looking forward to the solution ..I have a similar issue with > content + subject only searches .. with RT-3.4.4 > search builder 1.33 mysql 4.1.15 > > Roy > > > Aaron Nichols wrote: > >> Hello again, >> We seem to have stumbled into a situation that has dire >> concequences for mysql. If we run the following query in RT, mysql >> will consume 100% of the CPU and RT will end up returning a "500 >> Internal Server Error" due to a timeout waiting for a response from >> the mysql server. This seems to only impact the current session, if >> the browser is closed and opened again RT works ok but the mysql >> process is left consuming CPU time. >> >> Query in RT: >> Subject LIKE 'test' OR Content LIKE 'test' >> >> Mysql Query According to mytop: >> SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions >> Transactions_1, Attachments Attachments_2 WHERE >> ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = >> main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = >> 'ticket')) AND ((main.Subject LIKE '%test%')OR ( >> (Attachments_2.Content LIKE '%test%')AND(Attachments_2.TransactionId = >> Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ) >> >> The system is running on FreeBSD 6.0-RELEASE, RT 3.4.4, mysql 4.1.15 >> w/ linuxthreads, apache2.0.55, fastcgi 2.4.2 - all built from FreeBSD >> ports collection. >> Hardware is a dual Xeon 2.8Ghz, 2Gig ram running my-large.cnf from >> mysql port w/ minor modifications. >> >> When RT eventually errors out after 120 seconds it gives the following >> error (which makes total sense): >> [Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI: comm >> with server "/usr/local/rt3/bin/mason_handler.fcgi" aborted: idle >> timeout (120 sec), referer: >> http://rt-stage.corp.netopia.com/Search/Build.html >> [Tue Nov 15 09:09:59 2005] [error] [client 10.1.46.207] FastCGI: >> incomplete headers (0 bytes) received from server >> "/usr/local/rt3/bin/mason_handler.fcgi", referer: >> http://rt-stage.corp.netopia.com/Search/Build.html >> >> I believe this query is redundant and I've instructed folks not to do >> this, but it seems like mysql shouldn't endlessly spin on the query >> the way it does. I'm not sure if this is an RT problem in the way the >> query is performed or a mysql problem in the way it responds (or >> both). Any suggestions on how to prevent this in the future? >> >> Thanks, >> Aaron >> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media at >> http://rtbook.bestpractical.com >> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at >> http://bestpractical.com/services/training.html >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html -- Pavel Ruzicka, ICZ *** ICZ a.s. ****************************** Hvezdova 1689/2a, 140 00 Prague 4, CZ tel: +420 24 41 00 111 _ Fax: +420 24 41 00 222 @_}-,^--`-- GSM: +420 724 429 767 mailto:pavel.ruzicka at i.cz http://www.i.cz ******************************************* From vance.vagell at audiumcorp.com Tue Nov 15 13:31:44 2005 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Tue, 15 Nov 2005 13:31:44 -0500 Subject: [rt-users] Ticket Query causes mysql to spin endlessly Message-ID: <1132079504.31811.216.camel@rhodium.audiumcorp.com> We also have this problem, where searching through the content of tickets causes the session to lock up. If it is a lengthy search, the browser needs to be closed and the cookies deleted. If it a short search, it returns results and has no problems. I have found that specify more search parameters speeds up the search (obviously), and that avoids this problem most of the time. But there are times when you need a more general search, and then you gamble with locking up the session. - Vance -------------- next part -------------- An HTML attachment was scrubbed... URL: From adnichols at gmail.com Tue Nov 15 15:39:51 2005 From: adnichols at gmail.com (Aaron Nichols) Date: Tue, 15 Nov 2005 12:39:51 -0800 Subject: [rt-users] Ticket Query causes mysql to spin endlessly In-Reply-To: <1132079504.31811.216.camel@rhodium.audiumcorp.com> References: <1132079504.31811.216.camel@rhodium.audiumcorp.com> Message-ID: On 11/15/05, Vance Vagell wrote: > We also have this problem, where searching through the content of tickets > causes the session to lock up. If it is a lengthy search, the browser needs > to be closed and the cookies deleted. If it a short search, it returns > results and has no problems. I have found that specify more search > parameters speeds up the search (obviously), and that avoids this problem > most of the time. But there are times when you need a more general search, > and then you gamble with locking up the session. The difference I see however is that in our case, either querying 'Content LIKE "test"' or 'Subject LIKE "test"' works fine seperately and is generally very fast (a few seconds). However, when combined, they never complete. Even after clearing the cookie or restarting the browser, mysql will sit and chew on that query for as long as I've ever waited (up to 10 minutes) and never complete. I would expect the query to perhaps take twice as long as querying each item seperately, but when a full content search takes 5 seconds I can't understand why additionally searching the subject would increase that to over 10 minutes. Aaron From jesse at bestpractical.com Tue Nov 15 15:42:07 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 15 Nov 2005 15:42:07 -0500 Subject: [rt-users] Ticket Query causes mysql to spin endlessly In-Reply-To: References: <1132079504.31811.216.camel@rhodium.audiumcorp.com> Message-ID: <20051115204207.GL9217@bestpractical.com> On Tue, Nov 15, 2005 at 12:39:51PM -0800, Aaron Nichols wrote: > On 11/15/05, Vance Vagell wrote: > > We also have this problem, where searching through the content of tickets > > causes the session to lock up. If it is a lengthy search, the browser needs > > to be closed and the cookies deleted. If it a short search, it returns > > results and has no problems. I have found that specify more search > > parameters speeds up the search (obviously), and that avoids this problem > > most of the time. But there are times when you need a more general search, > > and then you gamble with locking up the session. > It does very much look like the query engine is generating an incorrect query (sticking the join inside an OR). From sterickson at gmail.com Tue Nov 15 15:59:36 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Tue, 15 Nov 2005 15:59:36 -0500 Subject: [rt-users] Scrip question. In-Reply-To: <6.2.1.2.2.20051115130518.03265420@po14.mit.edu> References: <92da24e00511141042s6ac9dee2we99a32da85370bf9@mail.gmail.com> <6.2.1.2.2.20051114140746.03276550@po14.mit.edu> <92da24e00511141125t4fbaaa5co55b7860ad6f7933b@mail.gmail.com> <6.2.1.2.2.20051115130518.03265420@po14.mit.edu> Message-ID: <92da24e00511151259r659f1a4exace3182a23c9395e@mail.gmail.com> On 11/15/05, Stephen Turner wrote: > > > An alternative might be Dirk Pape's package - I think this does what you > need although I haven't actually tried it. > > http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz It definitely looks interesting, but doesn't patch cleanly against rt 3.4.4. I'll try to see if I can do it manually, but I haven't done that in years, and I don't know perl. No time like the present, I guess. :) Before I dive in, though, does anyone have a copy that *does* patch cleanly? -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From mailist at ericgorr.net Tue Nov 15 16:44:46 2005 From: mailist at ericgorr.net (Eric Gorr) Date: Tue, 15 Nov 2005 16:44:46 -0500 Subject: [rt-users] RE: Ticket split In-Reply-To: <59B15593F41BD24591D59436E7226EAD02D1D57B@Khiphx2.khimetrics.com> References: <59B15593F41BD24591D59436E7226EAD02D1D57B@Khiphx2.khimetrics.com> Message-ID: <20051115164446.abkm49iiakw0wwo4@ericgorr.net> I'm just starting to get into RT and was wondering if the ticket split feature might make it into a future official version of RT and when that might occur. Also, where I can find documentation on how to apply the patch implementing this feature found at: http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/fork.patch Thank you. From sturner at MIT.EDU Tue Nov 15 16:51:42 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 15 Nov 2005 16:51:42 -0500 Subject: [rt-users] Searching for "deleted" tickets. In-Reply-To: <20051115114325.GB27912@carbon.redbrick.dcu.ie> References: <20051115114325.GB27912@carbon.redbrick.dcu.ie> Message-ID: <6.2.1.2.2.20051115165037.034cc008@po14.mit.edu> At Tuesday 11/15/2005 06:43 AM, bobb wrote: >Hey, > >I was wandering through our queues dumping random bits of spam that >happend to be hanging around. I think I _may_ have accidently "deleted" >a valid ticket ( Status -> deleted ). > >I am aware that "deleted" tickets are not supposed to be easy to find >through RT, however, as I don't happen to know the ticket number, is >there any way to actually search for them ? I think you'll have to look directly in the database - mysql, sqlplus or whatever. Steve From sturner at MIT.EDU Tue Nov 15 16:56:16 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 15 Nov 2005 16:56:16 -0500 Subject: [rt-users] Scrip question. In-Reply-To: <92da24e00511151259r659f1a4exace3182a23c9395e@mail.gmail.co m> References: <92da24e00511141042s6ac9dee2we99a32da85370bf9@mail.gmail.com> <6.2.1.2.2.20051114140746.03276550@po14.mit.edu> <92da24e00511141125t4fbaaa5co55b7860ad6f7933b@mail.gmail.com> <6.2.1.2.2.20051115130518.03265420@po14.mit.edu> <92da24e00511151259r659f1a4exace3182a23c9395e@mail.gmail.com> Message-ID: <6.2.1.2.2.20051115165540.03266c40@po14.mit.edu> At Tuesday 11/15/2005 03:59 PM, Shaun T. Erickson wrote: >On 11/15/05, Stephen Turner <sturner at mit.edu> wrote: > >An alternative might be Dirk Pape's package - I think this does what you >need although I haven't actually tried it. >http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz > > > >It definitely looks interesting, but doesn't patch cleanly against rt >3.4.4. I'll try to see if I can do it manually, but I haven't done that in >years, and I don't know perl. No time like the present, I guess. :) > >Before I dive in, though, does anyone have a copy that *does* patch cleanly? >-- Shaun, See today's 'ticket split' thread for an answer to this. Steve From alex.guzhavin at medem.com Tue Nov 15 18:20:50 2005 From: alex.guzhavin at medem.com (Alex Guzhavin) Date: Tue, 15 Nov 2005 15:20:50 -0800 Subject: [rt-users] RE: Altering main page Message-ID: <2FB5C64872A7D311BFB4009027CCC78E07FD55AD@EXCHNG> We have multiple queues configured and several privileged users that are required to administer queues. Is there a way to customize "rt at glance" page per specific user? This would be helpful if a privileged user only cares to see queues that he/she is responsible for. Thanks This e-mail and any of its contents may contain Medem, Inc. proprietary information, which is privileged, confidential, or subject to copyright belonging to Medem, Inc. This e-mail is intended solely for the use of the individual or entity to which it is addressed. If you are not the intended recipient of this e-mail, you are hereby notified that any dissemination, distribution, copying, or action taken in relation to the contents of and attachments to this e-mail is strictly prohibited and may be unlawful. If you have received this e-mail in error, notify the sender immediately and permanently delete the original and any copy of this e-mail. From mikef at ack.Berkeley.EDU Tue Nov 15 19:31:25 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Tue, 15 Nov 2005 16:31:25 -0800 (PST) Subject: [rt-users] Query Builder 'Owner' Values Incomplete In-Reply-To: <20051115164446.abkm49iiakw0wwo4@ericgorr.net> References: <59B15593F41BD24591D59436E7226EAD02D1D57B@Khiphx2.khimetrics.com> <20051115164446.abkm49iiakw0wwo4@ericgorr.net> Message-ID: <20051115154107.V35287@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm testing my new RT 3.4.2 setup, which is almost ready for production. Looking at the Query Builder page, I try to search for all tickets with a specific Owner. So, I go to the 'Owner' 'is' selection and select the pull down for possible values of 'Owner'. But all it shows are two owners: 'Nobody' and 'helpdesk', the latter being one of the *many* users I've set up in my RT configuration. Why don't any of the other users show up? It appears that the other selection fields don't have this problem. for example, on the 'Queue' 'is' line, the pulldown shows all my queues. On the other hand, if I use the Advanced query page and manually build a query for all tickets with any user I choose, it works fine and the search is successful. BTW: My level of DBIx::SearchBuilder is 1.27. Am I overlooking something obvious? Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQ3p94a0bf1iNr4mCEQJGYQCdEaBbummfFRs8/6iSB6KYexwCXSQAoIyl qDoGHx0B+rzUEETQwYczBaCC =OFMK -----END PGP SIGNATURE----- From lvanderf at internode.com.au Tue Nov 15 20:31:06 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Wed, 16 Nov 2005 12:01:06 +1030 Subject: [rt-users] radius and RT authentication Message-ID: <437A8BDA.7020402@internode.com.au> Hi. I have the following situation: (Modperl1, apache 1.3) and RT I have a number of machines accessing RT. Currently I either have them all authenticate through radius or none at all. When I have the radius authentication directives in place in httpd.conf All authentication takes place through radius. When I remove those directives the authentication goes through RT. What I want is for certain hosts to authenticate through radius and others to authenticate through RT. How do I do this? -- Luke From ruslan.zakirov at gmail.com Tue Nov 15 22:23:26 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 16 Nov 2005 06:23:26 +0300 Subject: [rt-users] Change Invalid User Create Bounce Message? In-Reply-To: <20051111203555.GT60734@daboyz.org> References: <20051111203555.GT60734@daboyz.org> Message-ID: <589c94400511151923xa8b8d64n8bd53df2260fd814@mail.gmail.com> On 11/11/05, Michael Barrett wrote: > Hi, I am working on a queue that only certain people can open tickets in. I was wondering two things about this: > > * How can I change the 'RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email' message? I want it to tell the person that this is a closed queue, and that they should speak with their manager in order to open a ticket in the queue. IMHO this text you could change only by hacking RT. > * How can I make it so that it doesn't email the administrators of the system whenever someone tries to open a ticket without proper access in that queue? IMHO this is configurable option, if not then it lives in RT::Interface::Email* > > Thanks for any help you can provide. > -- > ________________________________________________________________________ > Mike Barrett | "Our heaven is WAY better. We've got a > mike at daboyz.org | stripper factory AND a beer volcano!" > www.daboyz.org | -- http://www.venganza.org/ > ------------------------+----------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 15 22:28:08 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 16 Nov 2005 06:28:08 +0300 Subject: [rt-users] RE: Altering main page In-Reply-To: <2FB5C64872A7D311BFB4009027CCC78E07FD55AD@EXCHNG> References: <2FB5C64872A7D311BFB4009027CCC78E07FD55AD@EXCHNG> Message-ID: <589c94400511151928r3aeca73bwf30ac204c9d60358@mail.gmail.com> On 11/16/05, Alex Guzhavin wrote: > > > We have multiple queues configured and several privileged users that are > required to administer queues. > Is there a way to customize "rt at glance" page per specific user? This > would be helpful if a privileged user only cares to see queues that he/she > is responsible for. RT shows things that user can see. You manage with rights things which user can see. rt at glance easy customization is part of the RT 3.5, but for 3.0-3.4 customization solutionas are very similar and was described many times. Look at html/Elements/My* and and html/index.html. See the ML archives and the wiki. > > Thanks -- Best regards, Ruslan. From torsten.brumm at kuehne-nagel.com Wed Nov 16 03:10:46 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Wed, 16 Nov 2005 09:10:46 +0100 Subject: AW: [rt-users] Scrip question. In-Reply-To: <6.2.1.2.2.20051115130518.03265420@po14.mit.edu> Message-ID: Hi Stephen and Shaun, Yes, what you need sounds really like Dirk's patch. I have tried it out yesterday and it works great! More Information: http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz for the first install. Here the missing .pm-files are included but the included patch may not apply to 3.4.4. You have to use the patch mentioned before instead. http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/deactivate_scrip-3.4.2.patc h And again: Great work from Dirk! Callto://torsten_brumm Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... > -----Urspr?ngliche Nachricht----- > Von: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag > von Stephen Turner > Gesendet: Dienstag, 15. November 2005 19:07 > An: Shaun T. Erickson > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Scrip question. > > At Monday 11/14/2005 02:25 PM, you wrote: > > > >On 11/14/05, Stephen Turner > <sturner at mit.edu> wrote: > > > >You may want to rethink this setup - moving the default > scrips from the > >global to the queue level gives you much more flexibility in > >customizing the behavior for individual queues. You can set up the > >default scrips for a new queue through a perl script, which > makes life easier. > > > > > >How do I go about moving them from a global scope to just a > queue-level > >scope? Will that cause any problems when I upgrade RT in > the future? > >As for perl scripts ... I'd have to learn perl, first ... > >-- > > Without Perl scripting this would be a manual process using > the web interface - fairly tedious, depending on how many > queues you have. > > An alternative might be Dirk Pape's package - I think this > does what you need although I haven't actually tried it. > http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlo > balScrips.tgz > > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services MIT > Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly > Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, > Boston and San Francisco - Find out more at > http://bestpractical.com/services/training.html From rfh at pipex.net Wed Nov 16 06:19:51 2005 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 16 Nov 2005 11:19:51 +0000 Subject: [rt-users] Ticket Query causes mysql to spin endlessly In-Reply-To: <20051115204207.GL9217@bestpractical.com> References: <1132079504.31811.216.camel@rhodium.audiumcorp.com> <20051115204207.GL9217@bestpractical.com> Message-ID: <437B15D7.4070902@pipex.net> Jesse is right. Below is the sql to search for content test or subject test in queue bla and Status != rejected; SELECT COUNT(DISTINCT main.id) FROM Tickets main , Transactions Transactions_1, Attachments Attachments_2 WHERE ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ( ( (main.Subject LIKE '%test%')or ( (Attachments_2.Content LIKE '%test%')AND(Attachments_2.TransactionId = Transactions_1.id)AND(main.id = Transactions_1.ObjectId) ) ) AND(main.Queue = '37')AND(main.Status != 'rejected')); an explain gives: id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------+-------+------------------------------------+---------------+---------+-------+---------+--------------------------+ | 1 | SIMPLE | main | range | PRIMARY,Tickets1,Tickets4,Tickets5 | Tickets1 | 15 | NULL | 1545 | Using where | | 1 | SIMPLE | Transactions_1 | ref | PRIMARY,Transactions1 | Transactions1 | 64 | const | 504953 | Using where; Using index | | 1 | SIMPLE | Attachments_2 | ALL | Attachments2 | NULL | NULL | NULL | 1049069 | Using where | +----+-------------+----------------+-------+------------------------------------+---------------+---------+-------+---------+--------------------------+ what I found puzzling its not using any of the indexes on Attachamnet , these are there : show index in Attachments; +-------------+------------+--------------+--------------+---------------+-----------+-------------+----------+--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +-------------+------------+--------------+--------------+---------------+-----------+-------------+----------+--------+------+------------+---------+ | Attachments | 0 | PRIMARY | 1 | id | A | 1396546 | NULL | NULL | | BTREE | | | Attachments | 1 | Attachments2 | 1 | TransactionId | A | 1396546 | NULL | NULL | | BTREE | | | Attachments | 1 | Attachments3 | 1 | Parent | A | 33 | NULL | NULL | | BTREE | | | Attachments | 1 | Attachments3 | 2 | TransactionId | A | 1396546 | NULL | NULL | | BTREE | | +-------------+------------+--------------+--------------+---------------+-----------+-------------+----------+--------+------+------------+---------+ Any ideas ?? (rt-3.4.4 and mysql 4.1.14 and dbix: 1.33) Roy Jesse Vincent wrote: > >On Tue, Nov 15, 2005 at 12:39:51PM -0800, Aaron Nichols wrote: > > >>On 11/15/05, Vance Vagell wrote: >> >> >>> We also have this problem, where searching through the content of tickets >>>causes the session to lock up. If it is a lengthy search, the browser needs >>>to be closed and the cookies deleted. If it a short search, it returns >>>results and has no problems. I have found that specify more search >>>parameters speeds up the search (obviously), and that avoids this problem >>>most of the time. But there are times when you need a more general search, >>>and then you gamble with locking up the session. >>> >>> > >It does very much look like the query engine is generating an incorrect >query (sticking the join inside an OR). >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >San Francisco - Find out more at http://bestpractical.com/services/training.html > > > From support at cyberpro.com.au Wed Nov 16 07:30:22 2005 From: support at cyberpro.com.au (Les Stott) Date: Wed, 16 Nov 2005 23:30:22 +1100 Subject: [rt-users] Sort Ordernot working - highest priority tickets Message-ID: <437B265E.5090807@cyberpro.com.au> Hi All, Im using RT 3.4.2 on Fedora Core 3. I can successfully re-order the front page by modifying /opt/rt3/local/html/Elements/MyTickets as such.... OrderBy => 'LastUpdated', Order => 'DESC', If i click on the "Highest Priority Tickets I own" on the front page, its default is to be sorted by Priority. I would like to Sort by LastUpdated in descending (highest at top) order followed by date created in descending order (newest at the top). As far as i can tell that would mean an additional edit also in /opt/rt3/local/html/Elements/MyTickets such as.... my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC|DESC', OrderBy => 'LastUpdated|Created') if ($Query); However this does not work. It still only sorts by priority. I may have the syntax wrong for multiple sorting but even if i only want to sort on one field, it would still not work. I.e this also did not work... my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'LastUpdated') if ($Query); The string for the "Highest Priority Tickets" in /opt/rt3/local/html/Elements/MyTickets reads as.... <&|/Elements/TitleBox, title => loc('[_1] highest priority tickets I own', $rows), title_href => "Search/Results.html".$QueryString &> This is the default. Can anyone help with the syntax for sorting and a way to achive what i need? TIA, p.s. between testing different strings i have restarted apache, cleared internet cache, all the usual things. etc etc, but still with no luck. Regards, Les From Joseph_Micciche at Progressive.com Wed Nov 16 09:22:26 2005 From: Joseph_Micciche at Progressive.com (Joseph Micciche) Date: Wed, 16 Nov 2005 09:22:26 -0500 Subject: Subject: [rt-users] RE: Altering main page In-Reply-To: <20051115231648.A154A4D81D2@diesel.bestpractical.com> Message-ID: ******* We have multiple queues configured and several privileged users that are required to administer queues. Is there a way to customize "rt at glance" page per specific user? This would be helpful if a privileged user only cares to see queues that he/she is responsible for. ******** Alex, I'd encourage you to give RT3.5.5 a try. What you're trying to do is easily accomplished in the new user preferences of 3.5.x, and users can do their own customization. In our testing 3.5.5 has worked well and we're getting ready to cut over to it (unless a Stable branch or 3.6 is just around the corner). Joe Micciche From mikef at ack.Berkeley.EDU Wed Nov 16 11:35:52 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 16 Nov 2005 08:35:52 -0800 (PST) Subject: [rt-users] Query Builder 'Owner' Values Incomplete In-Reply-To: <20051115154107.V35287@malcolm.berkeley.edu> References: <59B15593F41BD24591D59436E7226EAD02D1D57B@Khiphx2.khimetrics.com> <20051115164446.abkm49iiakw0wwo4@ericgorr.net> <20051115154107.V35287@malcolm.berkeley.edu> Message-ID: <20051116082549.A56629@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've found the answer to my question, but I'm now wondering if RT's behavior is what it should be. It turns out that the 'Owner' selection list in Query Builder consists only of those users that have been given the 'Own Ticket' right *explicitly*, either individually or via group rights. When I sent my original question, a user who owned a ticket and had 'SuperUser' rights, still didn't show up in the 'Owner' selection list. Once I added 'Own Ticket' to that user's rights (actually to the rights of the group to which the user belonged), the user showed up in the selection list. My question now is whether any user with a right that implies the 'Own Ticket' right should be included in the 'Owner' selection list. After all, the user *was* able to own a ticket (being SuperUser), in fact in my case the user did own at least one ticket. And when I built a manual query for tickets owned by that user, it did work, as I indicated in my earlier note. Thanks. Mike ================================================================================ On Tue, 15 Nov 2005 at 16:31 (-0800), Mike Friedman wrote: > I'm testing my new RT 3.4.2 setup, which is almost ready for production. > Looking at the Query Builder page, I try to search for all tickets with > a specific Owner. So, I go to the 'Owner' 'is' selection and select the > pull down for possible values of 'Owner'. But all it shows are two > owners: 'Nobody' and 'helpdesk', the latter being one of the *many* > users I've set up in my RT configuration. Why don't any of the other > users show up? > > It appears that the other selection fields don't have this problem. for > example, on the 'Queue' 'is' line, the pulldown shows all my queues. > > On the other hand, if I use the Advanced query page and manually build a > query for all tickets with any user I choose, it works fine and the > search is successful. > > BTW: My level of DBIx::SearchBuilder is 1.27. > > Am I overlooking something obvious? _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQ3tf660bf1iNr4mCEQI55gCgytJeSHPIZoQIKwz64Alpd46GXKsAni35 7BYbnuUH0uC2UByXzroLGbsX =CwYZ -----END PGP SIGNATURE----- From ruslan.zakirov at gmail.com Wed Nov 16 11:49:56 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 16 Nov 2005 19:49:56 +0300 Subject: [rt-users] Query Builder 'Owner' Values Incomplete In-Reply-To: <20051116082549.A56629@malcolm.berkeley.edu> References: <59B15593F41BD24591D59436E7226EAD02D1D57B@Khiphx2.khimetrics.com> <20051115164446.abkm49iiakw0wwo4@ericgorr.net> <20051115154107.V35287@malcolm.berkeley.edu> <20051116082549.A56629@malcolm.berkeley.edu> Message-ID: <589c94400511160849w2d79711dqd1ee6b28463e78f1@mail.gmail.com> On 11/16/05, Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I've found the answer to my question, but I'm now wondering if RT's > behavior is what it should be. > > It turns out that the 'Owner' selection list in Query Builder consists > only of those users that have been given the 'Own Ticket' right > *explicitly*, either individually or via group rights. When I sent my > original question, a user who owned a ticket and had 'SuperUser' rights, > still didn't show up in the 'Owner' selection list. Once I added 'Own > Ticket' to that user's rights (actually to the rights of the group to > which the user belonged), the user showed up in the selection list. > > My question now is whether any user with a right that implies the 'Own > Ticket' right should be included in the 'Owner' selection list. After > all, the user *was* able to own a ticket (being SuperUser), in fact in my > case the user did own at least one ticket. And when I built a manual > query for tickets owned by that user, it did work, as I indicated in my > earlier note. http://wiki.bestpractical.com/?SuperUser > > Thanks. > > Mike > > ================================================================================ > On Tue, 15 Nov 2005 at 16:31 (-0800), Mike Friedman wrote: > > > I'm testing my new RT 3.4.2 setup, which is almost ready for production. > > Looking at the Query Builder page, I try to search for all tickets with > > a specific Owner. So, I go to the 'Owner' 'is' selection and select the > > pull down for possible values of 'Owner'. But all it shows are two > > owners: 'Nobody' and 'helpdesk', the latter being one of the *many* > > users I've set up in my RT configuration. Why don't any of the other > > users show up? > > > > It appears that the other selection fields don't have this problem. for > > example, on the 'Queue' 'is' line, the pulldown shows all my queues. > > > > On the other hand, if I use the Advanced query page and manually build a > > query for all tickets with any user I choose, it works fine and the > > search is successful. > > > > BTW: My level of DBIx::SearchBuilder is 1.27. > > > > Am I overlooking something obvious? > > _____________________________________________________________________ > Mike Friedman System and Network Security > mikef at ack.Berkeley.EDU 2484 Shattuck Avenue > 1-510-642-1410 University of California at Berkeley > http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu > _____________________________________________________________________ > > -----BEGIN PGP SIGNATURE----- > Version: PGP 6.5.8 > > iQA/AwUBQ3tf660bf1iNr4mCEQI55gCgytJeSHPIZoQIKwz64Alpd46GXKsAni35 > 7BYbnuUH0uC2UByXzroLGbsX > =CwYZ > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From Paul.Crossman at tvguide.com Wed Nov 16 13:45:32 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Wed, 16 Nov 2005 13:45:32 -0500 Subject: [rt-users] migrating from Windows (3.0.12) to Linux (3.4.2) and having issue s with Links/References in tickets Message-ID: <75CEDBF199045948891D43BFE1AB3E060771A2D8@bed1po1.vgi.com> I'm in the process of migrating from a windows 3.0.12 RT install to a Linux (3.4.2) install and I've come up against something that might be a show stopper. The folks that are testing have noticed that there are no ticket links in the "Links"/"References" section of a ticket after a migration to the Linux 3.4.2 server. After going through the list archives, I found a thread that it could relate to the $Organization variable changing in RT_SiteConfig.pm. This is the case with the process I'm currently going through. I am going to have to change $Organization and $rtname so that once on the Linux server, we will be able to enable the email features of RT. Is there a document somewhere that outlines the whats and wheres in the database I need to change? I've searched the list archives and Wiki, and have come back without a lead. My 60,000 foot upgrade process for reference: - Backup DB on Windows PC. - Import DB onto Linux server running 3.0.12 - Upgrade RT from 3.0.12 to 3.4.2 From stevensc at nsuok.edu Wed Nov 16 14:51:42 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Wed, 16 Nov 2005 13:51:42 -0600 Subject: [rt-users] a drop/schema error for oracle Message-ID: <437B8DCE.6000606@nsuok.edu> Hi: I have been working on an oracle install of rt. I found a problem creating the table: CREATE TABLE ObjectCustomFieldValues ( id NUMBER(11,0) CONSTRAINT ObjectCustomFieldValues_Key PRIMARY KEY, CustomField NUMBER(11,0) NOT NULL, ObjectType VARCHAR2(25) NOT NULL, ObjectId NUMBER(11,0) DEFAULT 0 NOT NULL, SortOrder NUMBER(11,0) DEFAULT 0 NOT NULL, Content VARCHAR2(255), LargeContent CLOB, ContentType VARCHAR2(80), ContentEncoding VARCHAR2(80), Creator NUMBER(11,0) DEFAULT 0 NOT NULL, Created DATE, LastUpdatedBy NUMBER(11,0) DEFAULT 0 NOT NULL, LastUpdated DATE, Disabled NUMBER(11,0) DEFAULT 0 NOT NULL ); There were blank lines in the prior command. This causes sqlplus to be ill-bahaved. There was also a problem in drop.Oracle. It had a useless table definition, and was missing others.. Here is the diff: 19c17 < --DROP TABLE TICKETCUSTOMFIELDVALUES; --- > DROP TABLE TICKETCUSTOMFIELDVALUES; 32,33d29 < drop sequence objectcustomfields_seq; < drop sequence objectcustomfieldvalues_seq; 40c36 < --DROP SEQUENCE TICKETCUSTOMFIELDVALUES_seq; --- > DROP SEQUENCE TICKETCUSTOMFIELDVALUES_seq; Thanks. -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From jesse at bestpractical.com Wed Nov 16 15:03:15 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 16 Nov 2005 15:03:15 -0500 Subject: [rt-users] a drop/schema error for oracle In-Reply-To: <437B8DCE.6000606@nsuok.edu> References: <437B8DCE.6000606@nsuok.edu> Message-ID: <20051116200314.GK9217@bestpractical.com> On Wed, Nov 16, 2005 at 01:51:42PM -0600, Craig Stevenson wrote: > Hi: > > I have been working on an oracle install of rt. > > I found a problem creating the table: What version of oracle? > CREATE TABLE ObjectCustomFieldValues ( > id NUMBER(11,0) > CONSTRAINT ObjectCustomFieldValues_Key PRIMARY KEY, > CustomField NUMBER(11,0) NOT NULL, > ObjectType VARCHAR2(25) NOT NULL, > ObjectId NUMBER(11,0) DEFAULT 0 NOT NULL, > SortOrder NUMBER(11,0) DEFAULT 0 NOT NULL, > Content VARCHAR2(255), > LargeContent CLOB, > ContentType VARCHAR2(80), > ContentEncoding VARCHAR2(80), > Creator NUMBER(11,0) DEFAULT 0 NOT NULL, > Created DATE, > LastUpdatedBy NUMBER(11,0) DEFAULT 0 NOT NULL, > LastUpdated DATE, > Disabled NUMBER(11,0) DEFAULT 0 NOT NULL > ); > > There were blank lines in the prior command. This causes sqlplus to be > ill-bahaved. > > There was also a problem in drop.Oracle. It had a useless table > definition, and was missing others.. Here is the diff: > 19c17 > < --DROP TABLE TICKETCUSTOMFIELDVALUES; > --- > > DROP TABLE TICKETCUSTOMFIELDVALUES; > 32,33d29 > < drop sequence objectcustomfields_seq; > < drop sequence objectcustomfieldvalues_seq; > 40c36 > < --DROP SEQUENCE TICKETCUSTOMFIELDVALUES_seq; > --- > > DROP SEQUENCE TICKETCUSTOMFIELDVALUES_seq; > > Thanks. > > -- > Craig Stevenson > || stevensc at nsuok.edu | 918-456-5511x5955 > || Northeastern State University > || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > -- From purp at acm.org Wed Nov 16 15:13:35 2005 From: purp at acm.org (Jim Meyer) Date: Wed, 16 Nov 2005 12:13:35 -0800 Subject: [rt-users] oracle setup In-Reply-To: <205D20196806AE41A9D8A9E982659E27013BB9BC@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27013BB9BC@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <1132172015.31998.7.camel@balloon.pdi.com> Added this email as "Raw Notes" to the bottom of: http://wiki.bestpractical.com/index.cgi?OracleSetup Seemed useful to keep it in the same place. Cheers! --j On Wed, 2005-10-26 at 07:58, Myers, Adam wrote: > Craig, > > I am running Oracle 9g. What I did was use the Oracle.schema file to > create the database. Then followed the instruction in the Oracle.README > file (all provided in the RT package). Then run the configure command > with all the options for your database (make sure to use > --with-db-type=Oracle). When running 'initialize-database', I commented > out line 136 that calls insert_schema() since I already created the > schema. The database should be initialized fine. The command I used for > this is: $ /pathto/rt/sbin/rt-setup-database --action init --dba > password --prompt-for-dba-password. > > As for seeing 'Preferences' on the GUI, make sure the group of people > you want to have this option has the right 'ModifySelf'. That will > toggle the 'Preferences' link. > > ** Adam > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jesse > Vincent > Sent: Wednesday, October 26, 2005 7:15 AM > To: Craig Stevenson > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] oracle setup > > > > > On Tue, Oct 25, 2005 at 05:10:11PM -0500, Craig Stevenson wrote: > > Hi: > > > > I have been working for a few days on getting RT installed on my > system. > > > > My system: redhat, oracle 10g, latest perl, and latest apache > > > > The install scripts seem to balk on the oracle stuff. > > --- I would appreciate any pointers incorporating Oracle to play with > > RT --- > > > > I can drop and schema using sqlplus. I cannot run the > > rt-setup-database on 'acl' or 'insert' option options. I can do > > partial inserts of the tables. > > How does setting up the tables fail? What happens if you create the > tables by hand? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -- Jim Meyer, Geek at Large jmeyer at dreamworksanimation.com From stevensc at nsuok.edu Wed Nov 16 18:00:02 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Wed, 16 Nov 2005 17:00:02 -0600 Subject: [rt-users] getting at custom fields in tickets Message-ID: <437BB9F2.8050607@nsuok.edu> Hi All! I have been struggling today tring to get a hold of the custom fields that are associated with my tickets in a particluar queue. I can get to the RT::ObjectCustomFieldValues, but cannot step back to RT::ObjectCustomFielfdValue! How to proceed? I have a toy script below to see what I am talking about. Thank you very much. This group does good things for me. ---script--- #!/usr/local//rt/perl/bin/perl -w use strict; use lib "/usr/local/rt/lib"; use RT::Interface::CLI qw(CleanEnv); use RT::Ticket; RT::LoadConfig(); RT::Init(); my$ret; my$msg; my$tObj = new RT::Ticket($RT::SystemUser); # I have a ticket and need to update the custom fields # I can locate a RT::ObjectCustomFieldValues object # in the ticket, but cannot get back to the interface # that allows me to change the content, the # RT::ObjectCustomFieldValue object!. # How to proceed? my $eId = 1; # ticket number Id $ret=$tObj->Load($eId); print "this ticket exists: $ret\n"; my$cfObj = $tObj->CustomFieldValues('Room'); print "cfObj = $cfObj\n"; ($ret,$msg) = $cfObj->SetContent('101'); print "(ret,msg) = ($ret)($msg)\n"; ---- output ---- cfObj = RT::ObjectCustomFieldValues=HASH(0xa2e133c) [Wed Nov 16 22:55:19 2005] [crit]: Can't locate object method "SetContent" via package "RT::ObjectCustomFieldValues" at ./rt-set-tickets-test.pl line 33. (/usr/local/rt/lib/RT.pm:295) ---- end of output ----- -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From MikeHamilton at clovisusd.k12.ca.us Wed Nov 16 17:51:42 2005 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Wed, 16 Nov 2005 14:51:42 -0800 Subject: [rt-users] Scrip Help Message-ID: I had a tech make a suggestion that I think would be cool - we have users that will put the entire request in the Subject line of the email that opens the ticket. Would it be possible to write a scrip that would look at the length of the subject line and copy the line into the body instead? It would be fine to replace the long subject line with something like "Long Subject" or even truncate the subject line to like 20 characters. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Paul.Crossman at tvguide.com Wed Nov 16 18:58:24 2005 From: Paul.Crossman at tvguide.com (Paul Crossman) Date: Wed, 16 Nov 2005 18:58:24 -0500 Subject: [rt-users] migrating from Windows (3.0.12) to Linux (3.4.2) a nd having issue s with Links/References in tickets Message-ID: <75CEDBF199045948891D43BFE1AB3E060771A392@bed1po1.vgi.com> Ok, after some serious digging into the database itself, I've come up with two lines of SQL that need to be run if you should change your $rtname and $Organization variables. Not sure it this is perfect but it fixed my problem at least. update Links set Base = replace(Base, 'Old text', 'newdomain.com') where Base like '%Old text%' ; update Links set Target = replace(Target, 'Old text', 'newdomain.com') where Target like '%Old text%' ; Paul C. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users- > bounces at lists.bestpractical.com] On Behalf Of Paul Crossman > Sent: Wednesday, November 16, 2005 1:46 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] migrating from Windows (3.0.12) to Linux (3.4.2) and > having issue s with Links/References in tickets > > I'm in the process of migrating from a windows 3.0.12 RT install to a > Linux > (3.4.2) install and I've come up against something that might be a show > stopper. > > The folks that are testing have noticed that there are no ticket links in > the "Links"/"References" section of a ticket after a migration to the > Linux > 3.4.2 server. After going through the list archives, I found a thread > that > it could relate to the $Organization variable changing in > RT_SiteConfig.pm. > > This is the case with the process I'm currently going through. I am going > to have to change $Organization and $rtname so that once on the Linux > server, we will be able to enable the email features of RT. > > Is there a document somewhere that outlines the whats and wheres in the > database I need to change? I've searched the list archives and Wiki, and > have come back without a lead. > > My 60,000 foot upgrade process for reference: > - Backup DB on Windows PC. > - Import DB onto Linux server running 3.0.12 > - Upgrade RT from 3.0.12 to 3.4.2 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html From andy at wildbrain.com Wed Nov 16 19:09:14 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 16 Nov 2005 16:09:14 -0800 Subject: [rt-users] Sort Ordernot working - highest priority tickets In-Reply-To: <437B265E.5090807@cyberpro.com.au> References: <437B265E.5090807@cyberpro.com.au> Message-ID: <437BCA2A.6050608@wildbrain.com> I've asked this very same question on the users list and the devel list without much luck. I'm glad I'm not the only one who thinks this is important! --Andy Les Stott wrote: > Hi All, > > Im using RT 3.4.2 on Fedora Core 3. > > I can successfully re-order the front page by modifying > /opt/rt3/local/html/Elements/MyTickets as such.... > > OrderBy => 'LastUpdated', > Order => 'DESC', > > > If i click on the "Highest Priority Tickets I own" on the front page, > its default is to be sorted by Priority. > > I would like to Sort by LastUpdated in descending (highest at top) order > followed by date > created in descending order (newest at the top). > > As far as i can tell that would mean an additional edit also in > /opt/rt3/local/html/Elements/MyTickets such as.... > > my $QueryString = '?' . $m->comp('/Elements/QueryString', > Query => $Query, > Order => 'DESC|DESC', > OrderBy => 'LastUpdated|Created') if ($Query); > > However this does not work. It still only sorts by priority. > > I may have the syntax wrong for multiple sorting but even if i only want > to sort on one field, it would still not work. I.e this also did not work... > > my $QueryString = '?' . $m->comp('/Elements/QueryString', > Query => $Query, > Order => 'DESC', > OrderBy => 'LastUpdated') if ($Query); > > The string for the "Highest Priority Tickets" in > /opt/rt3/local/html/Elements/MyTickets reads as.... > > <&|/Elements/TitleBox, > title => loc('[_1] highest priority tickets I own', $rows), > title_href => "Search/Results.html".$QueryString &> > > This is the default. > > Can anyone help with the syntax for sorting and a way to achive what i need? > > TIA, > > p.s. between testing different strings i have restarted apache, cleared > internet cache, all the usual things. etc etc, but still with no luck. > > Regards, > > Les > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > From mikef at ack.Berkeley.EDU Wed Nov 16 19:38:06 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 16 Nov 2005 16:38:06 -0800 (PST) Subject: [rt-users] Query Builder 'Owner' Values Incomplete In-Reply-To: <589c94400511160849w2d79711dqd1ee6b28463e78f1@mail.gmail.com> References: <59B15593F41BD24591D59436E7226EAD02D1D57B@Khiphx2.khimetrics.com> <20051115164446.abkm49iiakw0wwo4@ericgorr.net> <20051115154107.V35287@malcolm.berkeley.edu> <20051116082549.A56629@malcolm.berkeley.edu> <589c94400511160849w2d79711dqd1ee6b28463e78f1@mail.gmail.com> Message-ID: <20051116163549.P56629@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wed, 16 Nov 2005 at 19:49 (+0300), Ruslan Zakirov wrote: > On 11/16/05, Mike Friedman wrote: >> My question now is whether any user with a right that implies the 'Own >> Ticket' right should be included in the 'Owner' selection list. After >> all, the user *was* able to own a ticket (being SuperUser), in fact in >> my case the user did own at least one ticket. And when I built a >> manual query for tickets owned by that user, it did work, as I >> indicated in my earlier note. > http://wiki.bestpractical.com/?SuperUser Thanks, that's useful information. I guess I'll stop giving SuperUser rights unnecessarily. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQ3vQ8q0bf1iNr4mCEQJewACfbyaHGhZX9M26f2lcvSq+7F7EqQwAnRIG d+vBKwPIsWF3pi0mA0fHDy9v =fmsV -----END PGP SIGNATURE----- From lwang at clusterfs.com Thu Nov 17 02:15:53 2005 From: lwang at clusterfs.com (lwang) Date: Thu, 17 Nov 2005 15:15:53 +0800 Subject: [rt-users] cascading field Message-ID: <437C2E29.7010302@clusterfs.com> Hi there, We are using RT for software engineering. We need a custom field version that is automatically populated with the correct list of version numbers corresponding to the value in the Product field. Does anyone have similar requirement? My rt is 3.5.5. Any suggestion is appreciated. - Wang From cronfy at ipnet.ru Thu Nov 17 02:34:12 2005 From: cronfy at ipnet.ru (Cronfy) Date: Thu, 17 Nov 2005 10:34:12 +0300 Subject: [rt-users] Ticket listing does not work after merging Message-ID: <1208856879.20051117103412@ipnet.ru> Hello everyone. I use RT 3.4.4, and I have noticed that after you merge a ticket with a previous one, you can't switch to any of previous tickets with the "Prev" link. As an example: we have merged 340 and 339 and RT is displaying Ticket #340. But the "Prev" link points to the ticket #340 too, which is now a replacement for #339. It is impossible to go somewhere else with "Prev" link now. I do not treat this as a bug, but the issue should be known anyway. Maybe there are ways to fix this - it would be pretty nice. -- ? ?????????, Cronfy mailto:cronfy at ipnet.ru From eichhorn at ponton-consulting.de Thu Nov 17 07:17:10 2005 From: eichhorn at ponton-consulting.de (=?UTF-8?Q?J=C3=B6rg_Eichhorn?=) Date: Thu, 17 Nov 2005 13:17:10 +0100 Subject: [rt-users] Reply to ticket: This transaction appears to have no content Message-ID: Hello, when replying to some tickets normally the content of the transaction is shown in the reply. On some tickets only the text 'This transaction appears to have no content' is shown. I think this only occurs with tickets where the transaction contains multipart content. Is there a way to show the text/plain part in the reply? Thanks for help. J?rg Eichhorn From mcdent at gmail.com Thu Nov 17 07:35:14 2005 From: mcdent at gmail.com (Mike Dent) Date: Thu, 17 Nov 2005 12:35:14 +0000 Subject: [rt-users] Scheduling of RT tickets or calendar integration? In-Reply-To: <9e769e4e05060912325e1eed8f@mail.gmail.com> References: <9e769e4e05060912325e1eed8f@mail.gmail.com> Message-ID: <9e769e4e0511170435u3708e963ue1bdfd0c78834a97@mail.gmail.com> I sent this to the list 6 months ago, just wondered if anybody had found a decent way around this one? thanks Mike ---------- Forwarded message ---------- From: Mike Dent Date: Jun 9, 2005 7:32 PM Subject: Scheduling of RT tickets or calendar integration? To: rt-users at lists.bestpractical.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 gunnar.petersson at meb.ki.se Thu Nov 17 07:41:45 2005 From: gunnar.petersson at meb.ki.se (Gunnar Petersson) Date: Thu, 17 Nov 2005 13:41:45 +0100 Subject: [rt-users] Firedaemon and Fetchmail for Windows 2003 Message-ID: <6.1.2.0.1.20051117134101.01d69858@127.0.0.1> Hi, We are running the ported RT Windows version 3.0.12 on a Windows 2003 server. The fetchmail daemon is only configured to run in a background command shell and not a service which means that we have to lock one user to run this process and that we manually must start fetchmail at every reboot. I have tried to install and use Firedaemon Lite 1.5 but with no success. Firedaemon seems to work ok, writes to log and seems to fire fetchmail but nothing happens. I have tried to fire both the .bat file and fetchmail.exe -f conffile directly but with no success (and it doesn't write anything to -L logfile). I have also tried to change ownership and access rights. Does anybody know how to setup this to work? Regards, /Gunnar %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% * Gunnar Petersson * IT Management and Programming * Institutionen f?r Medicinsk Epidemiologi och Biostatistik * Karolinska Institutet * PO Box 281 * S-171 77 Stockholm * Visitors address: Nobels V?g 12A * Tel: 08/524 861 82 * Fax: 08/31 49 75 * E-mail: gunnar.petersson at ki.se * Web: www.meb.ki.se %%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%%% From bradp at newmediagateway.com Thu Nov 17 10:47:47 2005 From: bradp at newmediagateway.com (Brad Pinkston) Date: Thu, 17 Nov 2005 09:47:47 -0600 Subject: [rt-users] Hiding Custom Fields Message-ID: Is there a way to hide certain custom fields from the customer at the SelfService interface? Brad Pinkston Sr. Linux Systems Administrator E: bradp at newmediagateway.com O: 214.206.3485 M: 469.682.6487 F: 303.496.2712 http://support.newmediagateway.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Thu Nov 17 11:38:48 2005 From: rfh at pipex.net (Raed El - Hames) Date: Thu, 17 Nov 2005 16:38:48 +0000 Subject: [rt-users] Hiding Custom Fields In-Reply-To: References: Message-ID: <437CB218.50402@pipex.net> I though custom fields are hidden by default ... play around with the 'see custom field' group right. Roy Brad Pinkston wrote: > Is there a way to hide certain custom fields from the customer at the > SelfService interface? > > ***Brad Pinkston > Sr. Linux Systems Administrator* > E: _bradp at newmediagateway.com_ > O: 214.206.3485 > M: 469.682.6487 > F: 303.496.2712 > _http://support.newmediagateway.com_ > ** > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >San Francisco - Find out more at http://bestpractical.com/services/training.html > From murphy at genome.chop.edu Thu Nov 17 12:07:33 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 17 Nov 2005 12:07:33 -0500 Subject: [rt-users] Performance with many attachments and transactions Message-ID: <437CB8D5.4030604@genome.chop.edu> Hi all, Just a sanity check: I'm assuming it is not unreasonable for a ticket with 44 attachments and 75 transactions to take 13-14 seconds to load? RT 3.4.4 is running on Apache 1.3.33 with mod_perl compiled in, Perl 5.8.6, database is PostgreSQL 8.0.4, DBIx::SearchBuilder is 1.33, Mason is 1.3101. Machine is Mac OS X 10.4.3 on dual 1.42 GHz PowerMac G4 with 2GB RAM, idle at the time of my test. There are 433 separate database queries made in the course of loading this ticket, whose cumulative time (as measured in the postgresql log file) is just 1.19 seconds, but the entire load takes 13-14 seconds, both according to the RT footer and by measuring the elapsed time across all database queries in the postgresql log file. The ticket's html source is 113,683 bytes and is sent over a 100Mbit/sec LAN. The time for my browser (Firefox) to receive and render a static version of the ticket page from the same web server is well under a second. So query, transmission, and rendering time is <= 2 seconds, perl squirrelling is ~ 11-12 seconds. Seems like a lot, somehow. Thanks, Kevin Murphy From jesse at bestpractical.com Thu Nov 17 12:10:12 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 17 Nov 2005 12:10:12 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <437CB8D5.4030604@genome.chop.edu> References: <437CB8D5.4030604@genome.chop.edu> Message-ID: <20051117171012.GM9217@bestpractical.com> > The ticket's html source is 113,683 bytes and is sent over a 100Mbit/sec > LAN. The time for my browser (Firefox) to receive and render a static > version of the ticket page from the same web server is well under a > second. So query, transmission, and rendering time is <= 2 seconds, > perl squirrelling is ~ 11-12 seconds. Seems like a lot, somehow. I'd put (small amounts of) money on the problem here being the colorization of the different levels of quoted message. > Thanks, > Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > -- From reich at adesso.de Thu Nov 17 11:43:48 2005 From: reich at adesso.de (Peter Reich) Date: Thu, 17 Nov 2005 17:43:48 +0100 Subject: [rt-users] Method LimitCustomFields Message-ID: Hello, i have some difficulties with LimitCustomFields(). I tried to write a perl script that looks for tickets, which have a custom field that is not empty. Here's the code: ---snip--- my $tickets = new RT::Tickets($RT::SystemUser); $tickets->LimitStatus(VALUE => 'stalled'); $tickets->LimitQueue(VALUE => $queue->Id); $tickets->LimitCustomField( CUSTOMFIELD => 'Resubmission' , OPERATOR => '!=', VALUE => '' ); ---snap--- As a result, i got all stalled tickets in the queue, no matter if the CF is empty or not. I could use some help, please. Peter -- a d e s s o AG http://www.adesso.de| Fon : +49 231 930 - 9247 Stockholmer Allee 24 | Fax : +49 231 930 - 9331 44269 Dortmund | eMail: reich at adesso.de From murphy at genome.chop.edu Thu Nov 17 12:50:26 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 17 Nov 2005 12:50:26 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <20051117171012.GM9217@bestpractical.com> References: <437CB8D5.4030604@genome.chop.edu> <20051117171012.GM9217@bestpractical.com> Message-ID: <437CC2E2.9010308@genome.chop.edu> Jesse Vincent wrote: >>The ticket's html source is 113,683 bytes and is sent over a 100Mbit/sec >>LAN. The time for my browser (Firefox) to receive and render a static >>version of the ticket page from the same web server is well under a >>second. So query, transmission, and rendering time is <= 2 seconds, >>perl squirrelling is ~ 11-12 seconds. Seems like a lot, somehow. >> >> > >I'd put (small amounts of) money on the problem here being the >colorization of the different levels of quoted message. > > That doesn't seem to be it. I poked around, and in ShowTransactionAttachments, I commented out the following two lines: eval { $content = Text::Quoted::extract($content); }; if ($@) { 1; } After restarting, I can see that the quoted passages in comments are no longer colorized, but the speed is the same. (There are only a dozen instances of quoting, anyway). There are 15 file attachments on this ticket, BTW -- not sure if that's unusual. Is this worth continuing to investigate, or should we just start setting aside money for a new server ;-) ? Thanks, Kevin Murphy From jesse at bestpractical.com Thu Nov 17 13:25:00 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 17 Nov 2005 13:25:00 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <437CC2E2.9010308@genome.chop.edu> References: <437CB8D5.4030604@genome.chop.edu> <20051117171012.GM9217@bestpractical.com> <437CC2E2.9010308@genome.chop.edu> Message-ID: <20051117182500.GO9217@bestpractical.com> > After restarting, I can see that the quoted passages in comments are no > longer colorized, but the speed is the same. (There are only a dozen > instances of quoting, anyway). There are 15 file attachments on this > ticket, BTW -- not sure if that's unusual. > > Is this worth continuing to investigate, or should we just start setting > aside money for a new server ;-) ? It'd be worth running the standalone_httpd under perl's profiler. But hey, new hardware is always nice ;) > Thanks, > Kevin Murphy > -- From sturner at MIT.EDU Thu Nov 17 14:29:14 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 17 Nov 2005 14:29:14 -0500 Subject: [rt-users] Caching of SelectQueue Component? Message-ID: <6.2.1.2.2.20051117142341.0319b270@po14.mit.edu> I've just noticed that the list of queues in the 'new ticket in' section at the top seems to be cached in a way that other queue listings are not. I have a shell script running in the background creating a bunch of new queues. I noticed that when I reload the RT home page, the queue listing in 'Quick ticket creation' is update with the most recent queues created by my shell script, whereas the queue listing in 'new ticket in' is not updated. If I log out & back in, then the 'new ticket in' list is then up to date. So it looks as though the 'new ticket in' list is being cached. My question is - is that true, and what is the mechanism for doing the caching? This is RT 3.4.2, mysql, Opera & IE browsers. Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From joby at u.washington.edu Thu Nov 17 14:49:56 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 17 Nov 2005 11:49:56 -0800 Subject: [rt-users] Caching of SelectQueue Component? In-Reply-To: <6.2.1.2.2.20051117142341.0319b270@po14.mit.edu> References: <6.2.1.2.2.20051117142341.0319b270@po14.mit.edu> Message-ID: <437CDEE4.5060008@u.washington.edu> The "New Ticket In" box uses /Elements/SelectNewTicketQueue which creates a session variable 'create_in_queues' that stores an array of queues the user can create tickets in. As with all session variables it can be accessed with $session{'create_in_queues'}. Joby Walker ITI SSG, University of Washington Stephen Turner wrote: > I've just noticed that the list of queues in the 'new ticket in' section > at the top seems to be cached in a way that other queue listings are not. > > I have a shell script running in the background creating a bunch of new > queues. I noticed that when I reload the RT home page, the queue listing > in 'Quick ticket creation' is update with the most recent queues created > by my shell script, whereas the queue listing in 'new ticket in' is not > updated. > > If I log out & back in, then the 'new ticket in' list is then up to > date. So it looks as though the 'new ticket in' list is being cached. > > My question is - is that true, and what is the mechanism for doing the > caching? > > This is RT 3.4.2, mysql, Opera & IE browsers. > > Thanks, > Steve > > > Stephen Turner > Senior Programmer/Analyst - Client Support Services > MIT Information Services and Technology (IS&T) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html From sterickson at gmail.com Thu Nov 17 14:50:27 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 17 Nov 2005 14:50:27 -0500 Subject: [rt-users] Scrip question. In-Reply-To: References: <6.2.1.2.2.20051115130518.03265420@po14.mit.edu> Message-ID: <92da24e00511171150s670582al9076763a58646d97@mail.gmail.com> On 11/16/05, Torsten Brumm wrote: > > Hi Stephen and Shaun, > > Yes, what you need sounds really like Dirk's patch. I have tried it out > yesterday and it works great! > > More Information: > > > http://page.mi.fu-berlin.de/~pape/rt3/HideGlobalScrips/HideGlobalScrips.tgz > > for the first install. Here the missing .pm-files are included but the > included patch may not apply to 3.4.4. You have to use the patch mentioned > before instead. > > > http://page.mi.fu-berlin.de/~pape/rt3/patches/rt/deactivate_scrip-3.4.2.patc > h > > And again: Great work from Dirk! I downloaded that 3.4.2 patch, and it doesn't even come close to patching correctly against 3.4.4. Files are in different places from what the patch expects and at least two hunks fail to apply. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From tshipp at flypanam.com Thu Nov 17 15:21:36 2005 From: tshipp at flypanam.com (Tim Shipp) Date: Thu, 17 Nov 2005 15:21:36 -0500 Subject: [rt-users] database error creation Message-ID: <20051117202039.BDE2A4D8070@diesel.bestpractical.com> I get this error on make initialize-database Can't call method "rollback" on an undefined value at /usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 713. make: *** [initialize-database] Error 255 any suggestions. This is a new install of ubuntu 5.10. Hardware is Athlon MP 2200's 1 GB RAM IDE Hard Drives. Thanks. Tim Shipp Sr Network Administrator Boston Maine Airways Phone: (603) 766-2062 Cell: (603) 502-0404 Fax: (603) 766-2275 -------------- next part -------------- An HTML attachment was scrubbed... URL: From murphy at genome.chop.edu Thu Nov 17 15:40:33 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Thu, 17 Nov 2005 15:40:33 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <20051117182500.GO9217@bestpractical.com> References: <437CB8D5.4030604@genome.chop.edu> <20051117171012.GM9217@bestpractical.com> <437CC2E2.9010308@genome.chop.edu> <20051117182500.GO9217@bestpractical.com> Message-ID: <437CEAC1.2050509@genome.chop.edu> Jesse Vincent wrote: >It'd be worth running the standalone_httpd under perl's profiler. > > OK, I tried this (after shutting down the main web server): $ sudo perl -d:DProf /usr/local/rt3/bin/standalone_httpd 80 And got this error message: want panicked: I've been asked to find a null return address. (Are you trying to call me from inside a tie handler?) at /Library/Perl/5.8.6/darwin-thread-multi-2level/Want.pm line 100, line 16. Yowza. I have no idea how to respond to that. I could try building a custom perl (I'm currently using the stock Apple perl), re-installing RT prerequisites and giving that a go. If it behaves better, I'll re-build mod_perl and Apache, I guess. Thanks, Kevin Murphy From vivek at khera.org Thu Nov 17 16:05:50 2005 From: vivek at khera.org (Vivek Khera) Date: Thu, 17 Nov 2005 16:05:50 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <437CB8D5.4030604@genome.chop.edu> References: <437CB8D5.4030604@genome.chop.edu> Message-ID: On Nov 17, 2005, at 12:07 PM, Kevin Murphy wrote: > There are 433 separate database queries made in the course of > loading this ticket, whose cumulative time (as measured in the > postgresql log file) is just 1.19 seconds, but the entire load > takes 13-14 seconds, both according to the RT footer and by > measuring the elapsed time across all database queries in the > postgresql log file. Did you also measure the time to transfer the bits from the Pg server to the web server? That may also be a bottleneck. I can literally see the delay in painting the page when RT encounters a large attachment only to report a link with the size of the attachment. It seems to me RT is fetching the whole large attachment just to find its size and content type rather than just fetching the size from the DB. I could be wrong, though. From jesse at bestpractical.com Thu Nov 17 16:07:51 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 17 Nov 2005 16:07:51 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: References: <437CB8D5.4030604@genome.chop.edu> Message-ID: <20051117210751.GQ9217@bestpractical.com> On Thu, Nov 17, 2005 at 04:05:50PM -0500, Vivek Khera wrote: > > On Nov 17, 2005, at 12:07 PM, Kevin Murphy wrote: > > >There are 433 separate database queries made in the course of > >loading this ticket, whose cumulative time (as measured in the > >postgresql log file) is just 1.19 seconds, but the entire load > >takes 13-14 seconds, both according to the RT footer and by > >measuring the elapsed time across all database queries in the > >postgresql log file. > > Did you also measure the time to transfer the bits from the Pg server > to the web server? That may also be a bottleneck. I can literally > see the delay in painting the page when RT encounters a large > attachment only to report a link with the size of the attachment. Uh. It shouldn't be doing that with a modern version of RT. (If it is, we're missing a ->columns() somewhere. > It seems to me RT is fetching the whole large attachment just to find > its size and content type rather than just fetching the size from the > DB. I could be wrong, though. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > -- From stevensc at nsuok.edu Thu Nov 17 16:15:13 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Thu, 17 Nov 2005 15:15:13 -0600 Subject: [rt-users] edit query Message-ID: <437CF2E1.2090607@nsuok.edu> Rters: I would like some pointers to the edit query window under tickets->advanced. Links to an overview of what goes into the form would be great. I am specifically interested in methods to search my ticket custom fields. Thanks for the help! -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From bradp at newmediagateway.com Thu Nov 17 16:46:04 2005 From: bradp at newmediagateway.com (Brad Pinkston) Date: Thu, 17 Nov 2005 15:46:04 -0600 Subject: [rt-users] Re: Hiding Custom Fields Message-ID: I apologize for not being more descriptive. I want to show certain fields and display others. I'd like a field to be viewable or not viewable by unprivileged users. Brad Pinkston Sr. Linux Systems Administrator E: bradp at newmediagateway.com O: 214.206.3485 M: 469.682.6487 F: 303.496.2712 http://support.newmediagateway.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From snanos at cmp.com Thu Nov 17 16:57:07 2005 From: snanos at cmp.com (snanos at cmp.com) Date: Thu, 17 Nov 2005 16:57:07 -0500 Subject: [rt-users] Deleting an attachment Message-ID: Solaris 9 RT 3.2.3 Perl 5.8.5 Apache/1.3.31 (Unix) mod_perl/1.29 Hi all, We've been using RT for a little while now, and have come upon the need of deleting an attachment from a ticket. I can't exactly say how, but the ticket has the same document attached 3 times (not done intentionally). I don't see any direct way of dropping the attachment from the ticket. Am I missing something? Thanks, Sharon -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Thu Nov 17 17:40:26 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 17 Nov 2005 14:40:26 -0800 Subject: [rt-users] Deleting an attachment In-Reply-To: References: Message-ID: <437D06DA.8090705@u.washington.edu> There is no way within RT to do so. Take a look at the RTx::Shredder extension (available via CPAN). Joby Walker ITI SSG, University of Washington snanos at cmp.com wrote: > Solaris 9 > RT 3.2.3 > Perl 5.8.5 > Apache/1.3.31 (Unix) mod_perl/1.29 > > Hi all, > > We've been using RT for a little while now, and have come upon the need > of deleting an attachment > from a ticket. I can't exactly say how, but the ticket has the same > document attached 3 times (not > done intentionally). I don't see any direct way of dropping the > attachment from the ticket. Am I > missing something? > > > Thanks, > Sharon > > > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From smuller at netcommplete.com.au Thu Nov 17 18:44:27 2005 From: smuller at netcommplete.com.au (Scott Muller) Date: Fri, 18 Nov 2005 10:44:27 +1100 Subject: [rt-users] Scheduling of RT tickets or calendar integration? In-Reply-To: <9e769e4e0511170435u3708e963ue1bdfd0c78834a97@mail.gmail.com> References: <9e769e4e05060912325e1eed8f@mail.gmail.com> <9e769e4e0511170435u3708e963ue1bdfd0c78834a97@mail.gmail.com> Message-ID: <437D15DB.1020809@netcommplete.com.au> Mike Dent wrote: > I sent this to the list 6 months ago, just wondered if anybody had > found a decent > way around this one? > > thanks > Mike > > ---------- Forwarded message ---------- > From: Mike Dent > Date: Jun 9, 2005 7:32 PM > Subject: Scheduling of RT tickets or calendar integration? > To: rt-users at lists.bestpractical.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 Mike, I have recently created a link from RT to a web calendar http://www.k5n.us/webcalendar.php It's a bit of a hack but it seems to work OK. Basically whenever a "Starts" or "Due" date is set in a ticket, it creates an entry in the calendar for that user. At the moment you have to have the same user names in webcal and RT. I have a global scip that fires of a perl script to create the calendar entries. Be warned the RT scrip is very rough, and the perl code even rougher ! I have just had a quick look at the code and it does actually remap one RT user to a different Webcal user. A real programmer may be able to use this as a basis for a real interface. -- Scott Muller smuller at netcommplete.com.au Senior Communications Consultant Mobile : +61 (0)4388 300 82 NetCommplete Pty Ltd Phone : +61 (0)2 6331 4773 http://www.netcommplete.com.au Fax : +61 (0)2 6331 4909 From rickm at mailguard.com.au Thu Nov 17 19:55:28 2005 From: rickm at mailguard.com.au (Rick Measham) Date: Fri, 18 Nov 2005 11:55:28 +1100 Subject: [rt-users] Attachments not emailed? Message-ID: <437D2680.3060307@mailguard.com.au> We've just noticed that when we attach a document to a 'correspond', the email that goes out does not have the attachment .. just the text we wrote (which was "see attachment" .. oops!) I can't see this as a setting in the config, and while I could look through the source for it, I imagine someone will know the answer off the top of their head :) Cheers! Rick Measham -- Rick Measham MailGuard Pty. Limited Email anti-virus, anti-spam and content filtering Melbourne 68-72 York St South Melbourne VIC 3205 P +61 3 9694 4444 Sydney Level 20, Tower 2 Darling Park, 201 Sussex Street, Sydney NSW 2000 P +61 2 9004 7889 http://www.mailguard.com.au/mg -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3190 bytes Desc: S/MIME Cryptographic Signature URL: From Deanne.Fountaine at transcore.com Thu Nov 17 20:16:54 2005 From: Deanne.Fountaine at transcore.com (Fountaine, Deanne) Date: Thu, 17 Nov 2005 20:16:54 -0500 Subject: [rt-users] Attachments not emailed? Message-ID: <9D47B29B41BE6F4EA256BE6BBC8D3315010B4803@torex1.tcore.com> Did you click "Save changes" before "Update ticket"? That's how I solved the problem. Deanne Fountaine -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Rick Measham Sent: Thu 11/17/2005 7:55 PM To: rt-users at lists.bestpractical.com Cc: Subject: [rt-users] Attachments not emailed? We've just noticed that when we attach a document to a 'correspond', the email that goes out does not have the attachment .. just the text we wrote (which was "see attachment" .. oops!) I can't see this as a setting in the config, and while I could look through the source for it, I imagine someone will know the answer off the top of their head :) Cheers! Rick Measham -- Rick Measham MailGuard Pty. Limited Email anti-virus, anti-spam and content filtering Melbourne 68-72 York St South Melbourne VIC 3205 P +61 3 9694 4444 Sydney Level 20, Tower 2 Darling Park, 201 Sussex Street, Sydney NSW 2000 P +61 2 9004 7889 http://www.mailguard.com.au/mg From sturner at MIT.EDU Thu Nov 17 21:02:49 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 17 Nov 2005 21:02:49 -0500 Subject: [rt-users] Deleting an attachment In-Reply-To: <437D06DA.8090705@u.washington.edu> References: Message-ID: <5.2.1.1.2.20051117205905.023cb1e0@po14.mit.edu> At Thursday 11/17/2005 05:40 PM, Joby Walker wrote: >There is no way within RT to do so. Take a look at the RTx::Shredder >extension (available via CPAN). > >Joby Walker >ITI SSG, University of Washington I noticed that a Delete method crept into the Transaction API in 3.4.2 . There's no way in the web interface to get to it although it does work from a perl script. Steve From rekha at medemass.com Fri Nov 18 00:56:50 2005 From: rekha at medemass.com (Rekha Varghese) Date: Fri, 18 Nov 2005 07:56:50 +0200 Subject: [rt-users] Problems installing rt Message-ID: <14B46437689E59438B002B1890DCFC434B1AC5@rvpmail.dhsolutions.local> Hi, > I've followed the installation guide but cannot seem to overcome the > following problem: > > "You haven't yet configured your webserver to configure to run RT...." Somehow Apache still looks in the htdoc directory for rt3... I've even tried moving it but the same problem occurs. > I'm using Apache2 on a Fedora 4. > > Any help is appreciated. > > Rekha > Development > Med-e-Mass (Pty) Ltd > PO Box 7045, Halfway House, 1685 > Tel: n/a > Fax: n/a > Cell: 0832391913 > E-mail: rekha at medemass.com > Web: www.medemass.com > > This e-mail is subject to an e-mail disclaimer. > To read our e-mail disclaimer notice go to: > http://www.dhsolutions.co.za/disclaimer/email/ > Alternatively please contact us on +27 11 265 5400 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Nov 18 01:51:25 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 18 Nov 2005 01:51:25 -0500 Subject: [rt-users] Problems installing rt In-Reply-To: <14B46437689E59438B002B1890DCFC434B1AC5@rvpmail.dhsolutions.local> References: <14B46437689E59438B002B1890DCFC434B1AC5@rvpmail.dhsolutions.local> Message-ID: <20051118065125.GH3595@chaka.net> Please post httpd.conf On Fri, Nov 18, 2005 at 07:56:50AM +0200, Rekha Varghese wrote: > Hi, > > > I've followed the installation guide but cannot seem to overcome the > > following problem: > > > > "You haven't yet configured your webserver to configure to run RT...." > Somehow Apache still looks in the htdoc directory for rt3... I've even > tried moving it but the same problem occurs. > > > I'm using Apache2 on a Fedora 4. > > > > Any help is appreciated. > > > > Rekha > > Development > > Med-e-Mass (Pty) Ltd > > PO Box 7045, Halfway House, 1685 > > Tel: n/a > > Fax: n/a > > Cell: 0832391913 > > E-mail: rekha at medemass.com > > Web: www.medemass.com > > > > This e-mail is subject to an e-mail disclaimer. > > To read our e-mail disclaimer notice go to: > > http://www.dhsolutions.co.za/disclaimer/email/ > > Alternatively please contact us on +27 11 265 5400 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From rekha at medemass.com Fri Nov 18 01:46:57 2005 From: rekha at medemass.com (Rekha Varghese) Date: Fri, 18 Nov 2005 08:46:57 +0200 Subject: [rt-users] Problems installing rt Message-ID: <14B46437689E59438B002B1890DCFC434B1ADC@rvpmail.dhsolutions.local> When I used the apache that came with Fedora 4 I had to upgrade to mod_perl2 since it gave an error. I could find apxs so I installed Apache2 on the box, but I cant seem to uninstall the original. I don't know whether this will cause a problem since I go to the relevant directory to execute Apache2. But since I am clueless I have sent the two conf files. The first is taken from the orignal httpd.conf: ServerName rekha99 UseCanonicalName on DocumentRoot "/var/www/html" # # Virtual hosts # # Virtual host Virtual Host 0 DocumentRoot /opt/rt3/share/html ServerName rekha99 DirectoryIndex index.html index.htm index.shtml #Alias /rt3 /opt/rt3/share/html #Applies to Apache2 #PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all DirectoryIndex index.html RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason LogLevel debug The second is from the reinstalled Apache2 httpd.conf: ServerRoot "/usr/local/apache2" NameVirtualHost 127.0.0.1 NameVirtualHost 198.168.155.5:80 # # VirtualHost example: # Almost any Apache directive may go into a VirtualHost container. # The first VirtualHost section is used for requests without a known # server name. # # # ServerAdmin webmaster at dummy-host.example.com # DocumentRoot /www/docs/dummy-host.example.com # ServerName dummy-host.example.com # ErrorLog logs/dummy-host.example.com-error_log # CustomLog logs/dummy-host.example.com-access_log common # ServerName localhost DocumentRoot "/usr/local/apache2/htdocs" Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all DocumentRoot "/opt/rt3/share/html" ServerName lekker ServerName lekker #DocumentRoot "/opt/rt3/share/html" Alias /rt3 "/opt/rt3/share/html" PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: 18 November 2005 08:51 AM To: Rekha Varghese Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Problems installing rt Please post httpd.conf On Fri, Nov 18, 2005 at 07:56:50AM +0200, Rekha Varghese wrote: > Hi, > > > I've followed the installation guide but cannot seem to overcome the > > following problem: > > > > "You haven't yet configured your webserver to configure to run RT...." > Somehow Apache still looks in the htdoc directory for rt3... I've even > tried moving it but the same problem occurs. > > > I'm using Apache2 on a Fedora 4. > > > > Any help is appreciated. > > > > Rekha > > Development > > Med-e-Mass (Pty) Ltd > > PO Box 7045, Halfway House, 1685 > > Tel: n/a > > Fax: n/a > > Cell: 0832391913 > > E-mail: rekha at medemass.com > > Web: www.medemass.com > > > > This e-mail is subject to an e-mail disclaimer. > > To read our e-mail disclaimer notice go to: > > http://www.dhsolutions.co.za/disclaimer/email/ > > Alternatively please contact us on +27 11 265 5400 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html From chroot at wells.vg Fri Nov 18 02:25:07 2005 From: chroot at wells.vg (Matt Wells) Date: Thu, 17 Nov 2005 23:25:07 -0800 Subject: [rt-users] Apache won't start - webmux.pl, Apache::REMOTE_NAME Message-ID: <3d3da5d1a17a5ae16cd379bff4a5a04b@open.wells.vg> System is Red Hat EL3 httpd-2.0.55 mod_perl2 rt-3.2.3 perl-5.8.7 I've compiled everything from scratch and to my knowledge recieved no errors. But when I attempt to start Apache and I get [Thu Nov 17 22:19:50 2005] [error] Can't locate Apache2.pm in @INC (@INC contains: /usr/local/lib/perl5/5.8.7/i686-linux /usr/local/lib/perl5/5.8.7 /usr/local/lib/perl5/site_perl/5.8.7/i686-linux /usr/local/lib/perl5/site_perl/5.8.7 /usr/local/lib/perl5/site_perl . /etc/httpd/) at /opt/rt3/bin/webmux.pl line 57.nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 61.nCompilation failed in require at (eval 2) line 1.n [Thu Nov 17 22:19:50 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server my.server.com:0, exiting... On the wiki I found a place that said to simply put in a symbolic link to resolve this. I did this but now get the following error. Thu Nov 17 23:01:17 2005] [error] Bareword "Apache::REMOTE_NAME" not allowed while "strict subs" in use at /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Apache/compat.pm line 448.nBEGIN not safe after errors--compilation aborted at /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Apache/compat.pm line 474.nCompilation failed in require at /opt/rt3/bin/webmux.pl line 57.nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 61.nCompilation failed in require at (eval 2) line 1.n [Thu Nov 17 23:01:17 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server my.server.com:0, exiting... I've googled everything I can think of on this. If anyone can help I'll owe you forever. -------------- next part -------------- An HTML attachment was scrubbed... URL: From JoopvandeWege at mococo.nl Fri Nov 18 03:11:34 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Fri, 18 Nov 2005 09:11:34 +0100 Subject: [rt-users] Scheduling of RT tickets or calendar integration? In-Reply-To: <20051118005552.4A2134D827F@diesel.bestpractical.com> References: <20051118005552.4A2134D827F@diesel.bestpractical.com> Message-ID: <20051118090823.6378.JOOPVANDEWEGE@mococo.nl> On Thu, 17 Nov 2005 19:55:52 -0500 (EST) rt-users-request at lists.bestpractical.com wrote: > I have recently created a link from RT to a web calendar > http://www.k5n.us/webcalendar.php > > It's a bit of a hack but it seems to work OK. Basically whenever a > "Starts" or "Due" date is set in a ticket, it creates an entry in the > calendar for that user. At the moment you have to have the same user > names in webcal and RT. I have a global scip that fires of a perl script > to create the calendar entries. Be warned the RT scrip is very rough, > and the perl code even rougher ! I'm running a different webcalendar and have some interface code lying around for syncing with a Palm. Would you post your code to the list so that I, and maybe others, can use it as a starting point for intergrating RT and our webcal. (http://www.math.utexas.edu/users/mzou/webCal/index.html) Thanks in advance, Joop -- Joop van de Wege From howard.jones at network-i.net Fri Nov 18 04:20:11 2005 From: howard.jones at network-i.net (Howard Jones) Date: Fri, 18 Nov 2005 09:20:11 +0000 Subject: [rt-users] Scheduling of RT tickets or calendar integration? In-Reply-To: <437D15DB.1020809@netcommplete.com.au> References: <9e769e4e05060912325e1eed8f@mail.gmail.com> <9e769e4e0511170435u3708e963ue1bdfd0c78834a97@mail.gmail.com> <437D15DB.1020809@netcommplete.com.au> Message-ID: <437D9CCB.6050005@network-i.net> Scott Muller wrote: > Mike Dent wrote: > >> I sent this to the list 6 months ago, just wondered if anybody had >> found a decent >> way around this one? >> >> thanks >> Mike >> >> ---------- Forwarded message ---------- >> From: Mike Dent >> Date: Jun 9, 2005 7:32 PM >> Subject: Scheduling of RT tickets or calendar integration? >> To: rt-users at lists.bestpractical.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 > > > Mike, > > I have recently created a link from RT to a web calendar > http://www.k5n.us/webcalendar.php > > It's a bit of a hack but it seems to work OK. Basically whenever a > "Starts" or "Due" date is set in a ticket, it creates an entry in the > calendar for that user. At the moment you have to have the same user > names in webcal and RT. I have a global scip that fires of a perl > script to create the calendar entries. Be warned the RT scrip is very > rough, and the perl code even rougher ! > > I have just had a quick look at the code and it does actually remap > one RT user to a different Webcal user. A real programmer may be able > to use this as a basis for a real interface. > > Another possibility would be to have an iCal feed, similar to the current RSS feeds. I have some code around to generate those (not from RT), and then you can use the resulting URL as a 'subscription' in *any* calendar app that supports iCal. I don't use the dates in RT at all, so it's not really any use to me, but I think it would be a more 'standard' way to do it. Could you post your code, Scott? From joe.walmach at intel.com Fri Nov 18 09:34:52 2005 From: joe.walmach at intel.com (Walmach, Joe) Date: Fri, 18 Nov 2005 09:34:52 -0500 Subject: [rt-users] resetting ticket numbers Message-ID: Is it possible to reset the tickets back to zero? We're finished with our testing and want to go live but it would be good to erase all the test tickets first. Deleting them still holds them in the data base with the counter leaving off with the last ticket number. Truncating the ticket table in mysql (Linux) brought me back to zero but all new tickets include the original data in the history view. For example, ticket number 1 shows what transpired in the original ticket #1. I hope I'm not asking a question that's already been answered. I've searched the archives and only found one incident of this question which went unanswered. Any help would be appreciated. Thanks, Joe -------------- next part -------------- An HTML attachment was scrubbed... URL: From jason at bachman.cc Fri Nov 18 10:11:31 2005 From: jason at bachman.cc (Jason Bachman) Date: Fri, 18 Nov 2005 10:11:31 -0500 Subject: [rt-users] resetting ticket numbers In-Reply-To: References: Message-ID: <437DEF23.3060408@bachman.cc> I have a related question to this one..... Is it possible to change the starting ticket number? The boss would like the ticket numbers to be something like 1001, 1002, 1003... instead of 1,2,3... Thanks, Jason Walmach, Joe wrote: > Is it possible to reset the tickets back to zero? We're finished with > our testing and want to go live but it would be good to erase all the > test tickets first. Deleting them still holds them in the data base > with the counter leaving off with the last ticket number. Truncating > the ticket table in mysql (Linux) brought me back to zero but all new > tickets include the original data in the history view. For example, > ticket number 1 shows what transpired in the original ticket #1. I > hope I'm not asking a question that's already been answered. I've > searched the archives and only found one incident of this question > which went unanswered. Any help would be appreciated. > > > > Thanks, > > > > Joe > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >San Francisco - Find out more at http://bestpractical.com/services/training.html > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jason at bachman.cc Fri Nov 18 10:47:04 2005 From: jason at bachman.cc (Jason Bachman) Date: Fri, 18 Nov 2005 10:47:04 -0500 Subject: [rt-users] resetting ticket numbers In-Reply-To: <20051118154501.GL23284@staff.dca.net> References: <437DEF23.3060408@bachman.cc> <20051118154501.GL23284@staff.dca.net> Message-ID: <437DF778.7010208@bachman.cc> Thanks Frank... I will give that a try!! Jason Frank Pater wrote: >Hi Jason, > > I was able to do this for my Postgres-based RT installation with the following SQL: > >select setval('tickets_id_seq', ); > >I'm sure there is similar code that works for MySQL. > >Frank > > >On Fri, Nov 18, 2005 at 10:11:31AM -0500, Jason Bachman wrote: > > >> I have a related question to this one..... >> Is it possible to change the starting ticket number? The boss would like >> the ticket numbers to be something like 1001, 1002, 1003... instead of >> 1,2,3... >> >> Thanks, >> Jason >> >> Walmach, Joe wrote: >> >> Is it possible to reset the tickets back to zero? We're finished with >> our testing and want to go live but it would be good to erase all the >> test tickets first. Deleting them still holds them in the data base with >> the counter leaving off with the last ticket number. Truncating the >> ticket table in mysql (Linux) brought me back to zero but all new >> tickets include the original data in the history view. For example, >> ticket number 1 shows what transpired in the original ticket #1. I hope >> I'm not asking a question that's already been answered. I've searched >> the archives and only found one incident of this question which went >> unanswered. Any help would be appreciated. >> >> >> >> Thanks, >> >> >> >> Joe >> >> ------------------------------------------------------------------ >> >> _______________________________________________ >> [1]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at [2]http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media at [3]http://rtbook.bestpractical.com >> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at [4]http://bestpractical.com/services/training.html >> >>References >> >> Visible links >> 1. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> 2. http://wiki.bestpractical.com/ >> 3. http://rtbook.bestpractical.com/ >> 4. http://bestpractical.com/services/training.html >> >> > > > >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>San Francisco - Find out more at http://bestpractical.com/services/training.html >> >> >Frank Pater >DCANet >http://www.dca.net >voice: 888-4-DCANET (888-432-2638) >fax: 302-426-6386 > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From fpater at dca.net Fri Nov 18 10:45:01 2005 From: fpater at dca.net (Frank Pater) Date: Fri, 18 Nov 2005 10:45:01 -0500 Subject: [rt-users] resetting ticket numbers In-Reply-To: <437DEF23.3060408@bachman.cc> References: <437DEF23.3060408@bachman.cc> Message-ID: <20051118154501.GL23284@staff.dca.net> Hi Jason, I was able to do this for my Postgres-based RT installation with the following SQL: select setval('tickets_id_seq', ); I'm sure there is similar code that works for MySQL. Frank On Fri, Nov 18, 2005 at 10:11:31AM -0500, Jason Bachman wrote: > I have a related question to this one..... > Is it possible to change the starting ticket number? The boss would like > the ticket numbers to be something like 1001, 1002, 1003... instead of > 1,2,3... > > Thanks, > Jason > > Walmach, Joe wrote: > > Is it possible to reset the tickets back to zero? We're finished with > our testing and want to go live but it would be good to erase all the > test tickets first. Deleting them still holds them in the data base with > the counter leaving off with the last ticket number. Truncating the > ticket table in mysql (Linux) brought me back to zero but all new > tickets include the original data in the history view. For example, > ticket number 1 shows what transpired in the original ticket #1. I hope > I'm not asking a question that's already been answered. I've searched > the archives and only found one incident of this question which went > unanswered. Any help would be appreciated. > > > > Thanks, > > > > Joe > > ------------------------------------------------------------------ > > _______________________________________________ > [1]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at [2]http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at [3]http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at [4]http://bestpractical.com/services/training.html > > References > > Visible links > 1. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > 2. http://wiki.bestpractical.com/ > 3. http://rtbook.bestpractical.com/ > 4. http://bestpractical.com/services/training.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html Frank Pater DCANet http://www.dca.net voice: 888-4-DCANET (888-432-2638) fax: 302-426-6386 From barnesaw at ucrwcu.rwc.uc.edu Fri Nov 18 11:12:09 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 18 Nov 2005 11:12:09 -0500 Subject: [rt-users] resetting ticket numbers In-Reply-To: <437DF778.7010208@bachman.cc> References: <437DEF23.3060408@bachman.cc> <20051118154501.GL23284@staff.dca.net> <437DF778.7010208@bachman.cc> Message-ID: <437DFD59.80305@ucrwcu.rwc.uc.edu> I think the easiest way would be to drop and re-initialize the database. Unless you did a bunch of custom scrips, templates, etc. Jason Bachman wrote: > Thanks Frank... I will give that a try!! > > Jason > > Frank Pater wrote: >> Hi Jason, >> >> I was able to do this for my Postgres-based RT installation with the following SQL: >> >> select setval('tickets_id_seq', ); >> >> I'm sure there is similar code that works for MySQL. >> >> Frank >> >> >> On Fri, Nov 18, 2005 at 10:11:31AM -0500, Jason Bachman wrote: >> >>> I have a related question to this one..... >>> Is it possible to change the starting ticket number? The boss would like >>> the ticket numbers to be something like 1001, 1002, 1003... instead of >>> 1,2,3... >>> >>> Thanks, >>> Jason >>> >>> Walmach, Joe wrote: >>> >>> Is it possible to reset the tickets back to zero? We're finished with >>> our testing and want to go live but it would be good to erase all the >>> test tickets first. Deleting them still holds them in the data base with >>> the counter leaving off with the last ticket number. Truncating the >>> ticket table in mysql (Linux) brought me back to zero but all new >>> tickets include the original data in the history view. For example, >>> ticket number 1 shows what transpired in the original ticket #1. I hope >>> I'm not asking a question that's already been answered. I've searched >>> the archives and only found one incident of this question which went >>> unanswered. Any help would be appreciated. >>> >>> >>> >>> Thanks, >>> >>> >>> >>> Joe >>> >>> ------------------------------------------------------------------ >>> >>> _______________________________________________ >>> [1]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT Wiki at [2]http://wiki.bestpractical.com >>> >>> Download a free sample chapter of RT Essentials from O'Reilly Media at [3]http://rtbook.bestpractical.com >>> >>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>> San Francisco - Find out more at [4]http://bestpractical.com/services/training.html >>> >>> References >>> >>> Visible links >>> 1. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> 2. http://wiki.bestpractical.com/ >>> 3. http://rtbook.bestpractical.com/ >>> 4. http://bestpractical.com/services/training.html >>> >> >> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >>> >>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>> San Francisco - Find out more at http://bestpractical.com/services/training.html >>> >> Frank Pater >> DCANet >> http://www.dca.net >> voice: 888-4-DCANET (888-432-2638) >> fax: 302-426-6386 >> > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jason at bachman.cc Fri Nov 18 11:22:42 2005 From: jason at bachman.cc (Jason Bachman) Date: Fri, 18 Nov 2005 11:22:42 -0500 Subject: [rt-users] resetting ticket numbers In-Reply-To: <437DFD59.80305@ucrwcu.rwc.uc.edu> References: <437DEF23.3060408@bachman.cc> <20051118154501.GL23284@staff.dca.net> <437DF778.7010208@bachman.cc> <437DFD59.80305@ucrwcu.rwc.uc.edu> Message-ID: <437DFFD2.8030905@bachman.cc> I did an "ALTER TABLE Tickets auto_increment=1000;" and it worked just fine. All new tickets are in the 1000's now. Thanks Frank and Joe! Jason Drew Barnes wrote: > I think the easiest way would be to drop and re-initialize the > database. Unless you did a bunch of custom scrips, templates, etc. > > Jason Bachman wrote: > >> Thanks Frank... I will give that a try!! >> >> Jason >> >> Frank Pater wrote: >> >>> Hi Jason, >>> >>> I was able to do this for my Postgres-based RT installation with >>> the following SQL: >>> >>> select setval('tickets_id_seq', ); >>> >>> I'm sure there is similar code that works for MySQL. >>> >>> Frank >>> >>> >>> On Fri, Nov 18, 2005 at 10:11:31AM -0500, Jason Bachman wrote: >>> >>> >>>> I have a related question to this one..... >>>> Is it possible to change the starting ticket number? The boss >>>> would like >>>> the ticket numbers to be something like 1001, 1002, 1003... >>>> instead of >>>> 1,2,3... >>>> >>>> Thanks, >>>> Jason >>>> >>>> Walmach, Joe wrote: >>>> >>>> Is it possible to reset the tickets back to zero? We're >>>> finished with >>>> our testing and want to go live but it would be good to erase >>>> all the >>>> test tickets first. Deleting them still holds them in the data >>>> base with >>>> the counter leaving off with the last ticket number. >>>> Truncating the >>>> ticket table in mysql (Linux) brought me back to zero but all new >>>> tickets include the original data in the history view. For >>>> example, >>>> ticket number 1 shows what transpired in the original ticket >>>> #1. I hope >>>> I'm not asking a question that's already been answered. I've >>>> searched >>>> the archives and only found one incident of this question >>>> which went >>>> unanswered. Any help would be appreciated. >>>> >>>> >>>> Thanks, >>>> >>>> >>>> Joe >>>> >>>> >>>> ------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> [1]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Be sure to check out the RT Wiki at [2]http://wiki.bestpractical.com >>>> >>>> Download a free sample chapter of RT Essentials from O'Reilly >>>> Media at [3]http://rtbook.bestpractical.com >>>> >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>> San Francisco - Find out more at >>>> [4]http://bestpractical.com/services/training.html >>>> >>>> References >>>> >>>> Visible links >>>> 1. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> 2. http://wiki.bestpractical.com/ >>>> 3. http://rtbook.bestpractical.com/ >>>> 4. http://bestpractical.com/services/training.html >>>> >>> >>> >>> >>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>> >>>> Download a free sample chapter of RT Essentials from O'Reilly Media >>>> at http://rtbook.bestpractical.com >>>> >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>> San Francisco - Find out more at >>>> http://bestpractical.com/services/training.html >>>> >>> >>> Frank Pater >>> DCANet >>> http://www.dca.net >>> voice: 888-4-DCANET (888-432-2638) >>> fax: 302-426-6386 >>> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media >> at http://rtbook.bestpractical.com >> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at >> http://bestpractical.com/services/training.html > > From joe.walmach at intel.com Fri Nov 18 11:36:52 2005 From: joe.walmach at intel.com (Walmach, Joe) Date: Fri, 18 Nov 2005 11:36:52 -0500 Subject: [rt-users] resetting ticket numbers Message-ID: I'm glad that worked for you Jason, now I won't be so nervous when I do it next week. :-) I suppose ALTER TABLE Tickets auto_increment=0001; would work also but you'd be back to "0" after 9999? Take care, Joe -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason Bachman Sent: Friday, November 18, 2005 11:23 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] resetting ticket numbers I did an "ALTER TABLE Tickets auto_increment=1000;" and it worked just fine. All new tickets are in the 1000's now. Thanks Frank and Joe! Jason Drew Barnes wrote: > I think the easiest way would be to drop and re-initialize the > database. Unless you did a bunch of custom scrips, templates, etc. > > Jason Bachman wrote: > >> Thanks Frank... I will give that a try!! >> >> Jason >> >> Frank Pater wrote: >> >>> Hi Jason, >>> >>> I was able to do this for my Postgres-based RT installation with >>> the following SQL: >>> >>> select setval('tickets_id_seq', ); >>> >>> I'm sure there is similar code that works for MySQL. >>> >>> Frank >>> >>> >>> On Fri, Nov 18, 2005 at 10:11:31AM -0500, Jason Bachman wrote: >>> >>> >>>> I have a related question to this one..... >>>> Is it possible to change the starting ticket number? The boss >>>> would like >>>> the ticket numbers to be something like 1001, 1002, 1003... >>>> instead of >>>> 1,2,3... >>>> >>>> Thanks, >>>> Jason >>>> >>>> Walmach, Joe wrote: >>>> >>>> Is it possible to reset the tickets back to zero? We're >>>> finished with >>>> our testing and want to go live but it would be good to erase >>>> all the >>>> test tickets first. Deleting them still holds them in the data >>>> base with >>>> the counter leaving off with the last ticket number. >>>> Truncating the >>>> ticket table in mysql (Linux) brought me back to zero but all new >>>> tickets include the original data in the history view. For >>>> example, >>>> ticket number 1 shows what transpired in the original ticket >>>> #1. I hope >>>> I'm not asking a question that's already been answered. I've >>>> searched >>>> the archives and only found one incident of this question >>>> which went >>>> unanswered. Any help would be appreciated. >>>> >>>> >>>> Thanks, >>>> >>>> >>>> Joe >>>> >>>> >>>> ------------------------------------------------------------------ >>>> >>>> _______________________________________________ >>>> [1]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Be sure to check out the RT Wiki at [2]http://wiki.bestpractical.com >>>> >>>> Download a free sample chapter of RT Essentials from O'Reilly >>>> Media at [3]http://rtbook.bestpractical.com >>>> >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>> San Francisco - Find out more at >>>> [4]http://bestpractical.com/services/training.html >>>> >>>> References >>>> >>>> Visible links >>>> 1. http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> 2. http://wiki.bestpractical.com/ >>>> 3. http://rtbook.bestpractical.com/ >>>> 4. http://bestpractical.com/services/training.html >>>> >>> >>> >>> >>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>> >>>> Download a free sample chapter of RT Essentials from O'Reilly Media >>>> at http://rtbook.bestpractical.com >>>> >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>> San Francisco - Find out more at >>>> http://bestpractical.com/services/training.html >>>> >>> >>> Frank Pater >>> DCANet >>> http://www.dca.net >>> voice: 888-4-DCANET (888-432-2638) >>> fax: 302-426-6386 >>> >> >> ------------------------------------------------------------------------ >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media >> at http://rtbook.bestpractical.com >> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at >> http://bestpractical.com/services/training.html > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html From murphy at genome.chop.edu Fri Nov 18 11:46:01 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Fri, 18 Nov 2005 11:46:01 -0500 Subject: [rt-users] Problem using profiler with standalone_httpd Message-ID: <437E0549.9080109@genome.chop.edu> Has anyone else experienced the following problem attempting to use the perl profiler on RT using RT's standalone web server, standalone_httpd? I can run RT successfully using standalone_httpd, but when I do: $ sudo /usr/local/bin/perl -d:DProf /usr/local/rt3_experimental/bin/standalone_httpd 8088 I get this error message: want panicked: I've been asked to find a null return address. (Are you trying to call me from inside a tie handler?) at /usr/local/lib/perl5/site_perl/5.8.7/darwin-2level/Want.pm line 100, line 16. I'm using Mac OS X 10.4.3, RT 3.4.4. I got the same error using the stock Apple perl, 5.8.6, so I just installed perl 5.8.7 from source, installed all the RT dependencies, and retried, with the result you see above. As an aside, is standalone_httpd documented anywhere (not that it needs much documentation, I guess)? Thanks for any pointers, Kevin Murphy From derek at rivertower.ie Fri Nov 18 11:57:23 2005 From: derek at rivertower.ie (Derek Conniffe) Date: Fri, 18 Nov 2005 16:57:23 +0000 Subject: [rt-users] MySql database error installing RT 3.4.4 Message-ID: <437E07F3.30709@rivertower.ie> Hi all, I'm just getting started with RT and I'm still installing and have come up with an error while trying to install RT version 3.4.4. I successfully installed all of the dependencies and then moved on to installing the database (I'm using the default database names & user access and the default install into the /usr/local/rt3 directory) So I ran "make initialize-database" and entered the Mysql root's password and I'm getting a funny MySql error about renaming a database (error below). I'm running MySql version 4.1.10a. Thanks for any help! Derek /usr/local/src/rt-3.4.4 # make initialize-database /usr/bin/perl //usr/local/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Problem with statement: CREATE INDEX Attachments2 ON Attachments (TransactionId) Error on rename of './rt3/Attachments' to './rt3/#sql2-c78-e18' (errno: -1) at //usr/local/rt3/sbin/rt-setup-database line 205. make: *** [initialize-database] Error 255 -- Derek Conniffe Rivertower Ltd DID Number: 01 440 1806 (International: 00 353 1 440 1806) Ireland: (Freephone) 1800 719 400 Ireland: (Local) 01 440 1800 United Kingdom: 0870 068 2368 International: 00 353 1 440 1800 Derek Conniffe Mobile: 086 856 3823 (International: 00 353 86 856 3823) Fax: 01 201 0085 (International: 00 353 1 201 0085) Email: Derek at rivertower.ie Web: http://www.rivertowerhosting.com From KFCrocker at lbl.gov Fri Nov 18 13:07:51 2005 From: KFCrocker at lbl.gov (Ken Crocker) Date: Fri, 18 Nov 2005 10:07:51 -0800 Subject: [rt-users] Time in hours Message-ID: <437E1877.1090105@lbl.gov> I don't know about anyone elese, but I've never, in 35 years in this business, heard of keeping track of work in minutes. Even Microsoft Project only goes as low as 1/4 hours. Is there anyway we can get the RT masters to change the time fields to hours and also calculate time estimated minus time worked giving time left? It seems like a small thing but it really would make sense. Just a suggestion (don't want to offend anyone's sensitivities). Thanks. Kenn KFCrocker at lbl.gov From joe.walmach at intel.com Fri Nov 18 13:11:54 2005 From: joe.walmach at intel.com (Walmach, Joe) Date: Fri, 18 Nov 2005 13:11:54 -0500 Subject: [rt-users] resetting ticket numbers Message-ID: In addition to the other replies on this subject I'm going to include an answer to my original question which I just implemented. On my Linux sever running mysql I did the following: After backing up the data base I logged into mysql and switched to my rt database. I then ran: TRUNCATE TABLE Tickets ; And then TRUNCATE TABLE Transactions ; I then restarted mysql This emptied the Tickets table and all historical data on those same tickets that resided in the Transactions table. I now am back to ticket number 1 without the history of the previous tickets showing up. In addition I didn't have to disrupt my queues, users, scrips, etc. I hope this is of value to someone. Joe ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Walmach, Joe Sent: Friday, November 18, 2005 9:35 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] resetting ticket numbers Is it possible to reset the tickets back to zero? We're finished with our testing and want to go live but it would be good to erase all the test tickets first. Deleting them still holds them in the data base with the counter leaving off with the last ticket number. Truncating the ticket table in mysql (Linux) brought me back to zero but all new tickets include the original data in the history view. For example, ticket number 1 shows what transpired in the original ticket #1. I hope I'm not asking a question that's already been answered. I've searched the archives and only found one incident of this question which went unanswered. Any help would be appreciated. Thanks, Joe -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Nov 18 13:14:40 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 18 Nov 2005 13:14:40 -0500 Subject: [rt-users] Time in hours In-Reply-To: <437E1877.1090105@lbl.gov> References: <437E1877.1090105@lbl.gov> Message-ID: <437E1A10.9050808@ucrwcu.rwc.uc.edu> It shouldn't be too hard to work this as a Callback. That way you can display it the way you want it displayed without changing it for everyone. I know we have lot of 5 minute jobs and those stack up in our overall time worked.... Ken Crocker wrote: > I don't know about anyone elese, but I've never, in 35 years in this > business, heard of keeping track of work in minutes. Even Microsoft > Project only goes as low as 1/4 hours. Is there anyway we can get the > RT masters to change the time fields to hours and also calculate time > estimated minus time worked giving time left? It seems like a small > thing but it really would make sense. Just a suggestion (don't want to > offend anyone's sensitivities). Thanks. > > Kenn > KFCrocker at lbl.gov > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jesse at bestpractical.com Fri Nov 18 13:16:07 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Nov 2005 13:16:07 -0500 Subject: [rt-users] Time in hours In-Reply-To: <437E1877.1090105@lbl.gov> References: <437E1877.1090105@lbl.gov> Message-ID: <20051118181607.GT9217@bestpractical.com> On Fri, Nov 18, 2005 at 10:07:51AM -0800, Ken Crocker wrote: > I don't know about anyone elese, but I've never, in 35 years in this > business, heard of keeping track of work in minutes. Even Microsoft > Project only goes as low as 1/4 hours. Is there anyway we can get the RT > masters to change the time fields to hours and also calculate time > estimated minus time worked giving time left? It seems like a small > thing but it really would make sense. Just a suggestion (don't want to > offend anyone's sensitivities). Thanks. It's really a mistake that the field granularity isn't in seconds. Do note that RT gets used in a lot of scenarios that aren't project management. Even scenarios where some of the actors are automated agents. But have a look at RT 3.5, where we give you your choice of minutes and hours ;) Jesse (FWIW It seems fairly common in the legal profession to bill in increments of hundredths of an hour.) > > Kenn > KFCrocker at lbl.gov > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > -- From jesse at bestpractical.com Fri Nov 18 13:27:35 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Nov 2005 13:27:35 -0500 Subject: [rt-users] Problem using profiler with standalone_httpd In-Reply-To: <437E0549.9080109@genome.chop.edu> References: <437E0549.9080109@genome.chop.edu> Message-ID: <20051118182734.GW9217@bestpractical.com> On Fri, Nov 18, 2005 at 11:46:01AM -0500, Kevin Murphy wrote: > Has anyone else experienced the following problem attempting to use the > perl profiler on RT using RT's standalone web server, standalone_httpd? > I can run RT successfully using standalone_httpd, but when I do: > > $ sudo /usr/local/bin/perl -d:DProf > /usr/local/rt3_experimental/bin/standalone_httpd 8088 > > I get this error message: > > want panicked: I've been asked to find a null return address. > (Are you trying to call me from inside a tie handler?) > at /usr/local/lib/perl5/site_perl/5.8.7/darwin-2level/Want.pm line > 100, line 16. > That's just weird. Hm. you might be able to get similar results out of Devel::Calltrace. perl -d:CallTrace path/to/standalone_httpd It's not as pretty, but it'll spool by what's running in real time. > I'm using Mac OS X 10.4.3, RT 3.4.4. I got the same error using the > stock Apple perl, 5.8.6, so I just installed perl 5.8.7 from source, > installed all the RT dependencies, and retried, with the result you see > above. > > As an aside, is standalone_httpd documented anywhere (not that it needs > much documentation, I guess)? Most of it is now documented in HTTP::Server::Simple's perldoc. > Thanks for any pointers, > Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > -- From ruslan.zakirov at gmail.com Fri Nov 18 13:35:00 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 18 Nov 2005 21:35:00 +0300 Subject: [rt-users] resetting ticket numbers In-Reply-To: References: Message-ID: <589c94400511181035q36fc140cs3e19b2c0c50d1ee7@mail.gmail.com> described situation in the MySQL, please clarify Pg and Oracle info: http://wiki.bestpractical.com/index.cgi?SetStartingId On 11/18/05, Walmach, Joe wrote: > I'm glad that worked for you Jason, now I won't be so nervous when I do > it next week. :-) I suppose ALTER TABLE Tickets auto_increment=0001; > would work also but you'd be back to "0" after 9999? > > Take care, > > Joe > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason > Bachman > Sent: Friday, November 18, 2005 11:23 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] resetting ticket numbers > > I did an "ALTER TABLE Tickets auto_increment=1000;" and it worked just > fine. All new tickets are in the 1000's now. > > Thanks Frank and Joe! > Jason > > Drew Barnes wrote: > > > I think the easiest way would be to drop and re-initialize the > > database. Unless you did a bunch of custom scrips, templates, etc. > > > > Jason Bachman wrote: > > > >> Thanks Frank... I will give that a try!! > >> > >> Jason > >> > >> Frank Pater wrote: > >> > >>> Hi Jason, > >>> > >>> I was able to do this for my Postgres-based RT installation with > > >>> the following SQL: > >>> > >>> select setval('tickets_id_seq', ); > >>> > >>> I'm sure there is similar code that works for MySQL. > >>> > >>> Frank > >>> > >>> > >>> On Fri, Nov 18, 2005 at 10:11:31AM -0500, Jason Bachman wrote: > >>> > >>> > >>>> I have a related question to this one..... > >>>> Is it possible to change the starting ticket number? The boss > >>>> would like > >>>> the ticket numbers to be something like 1001, 1002, 1003... > >>>> instead of > >>>> 1,2,3... > >>>> > >>>> Thanks, > >>>> Jason > >>>> > >>>> Walmach, Joe wrote: > >>>> > >>>> Is it possible to reset the tickets back to zero? We're > >>>> finished with > >>>> our testing and want to go live but it would be good to erase > >>>> all the > >>>> test tickets first. Deleting them still holds them in the data > > >>>> base with > >>>> the counter leaving off with the last ticket number. > >>>> Truncating the > >>>> ticket table in mysql (Linux) brought me back to zero but all > new > >>>> tickets include the original data in the history view. For > >>>> example, > >>>> ticket number 1 shows what transpired in the original ticket > >>>> #1. I hope > >>>> I'm not asking a question that's already been answered. I've > >>>> searched > >>>> the archives and only found one incident of this question > >>>> which went > >>>> unanswered. Any help would be appreciated. > >>>> > >>>> > >>>> Thanks, > >>>> > >>>> > >>>> Joe > >>>> > >>>> > >>>> ------------------------------------------------------------------ > >>>> > >>>> _______________________________________________ > >>>> > [1]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>> Be sure to check out the RT Wiki at > [2]http://wiki.bestpractical.com > >>>> > >>>> Download a free sample chapter of RT Essentials from O'Reilly > >>>> Media at [3]http://rtbook.bestpractical.com > >>>> > >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston > and > >>>> San Francisco - Find out more at > >>>> [4]http://bestpractical.com/services/training.html > >>>> > >>>> References > >>>> > >>>> Visible links > >>>> 1. > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> 2. http://wiki.bestpractical.com/ > >>>> 3. http://rtbook.bestpractical.com/ > >>>> 4. http://bestpractical.com/services/training.html > >>>> > >>> > >>> > >>> > >>> > >>>> _______________________________________________ > >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >>>> > >>>> Download a free sample chapter of RT Essentials from O'Reilly Media > > >>>> at http://rtbook.bestpractical.com > >>>> > >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston > and > >>>> San Francisco - Find out more at > >>>> http://bestpractical.com/services/training.html > >>>> > >>> > >>> Frank Pater > >>> DCANet > >>> http://www.dca.net > >>> voice: 888-4-DCANET (888-432-2638) > >>> fax: 302-426-6386 > >>> > >> > >> > ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >> > >> Download a free sample chapter of RT Essentials from O'Reilly Media > >> at http://rtbook.bestpractical.com > >> > >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > >> San Francisco - Find out more at > >> http://bestpractical.com/services/training.html > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From amy.rich at tufts.edu Fri Nov 18 12:26:49 2005 From: amy.rich at tufts.edu (amy.rich at tufts.edu) Date: Fri, 18 Nov 2005 12:26:49 -0500 Subject: [rt-users] create scrip failing to mail Message-ID: <17278.3801.924257.775171@gravel.usg.tufts.edu> We're running RT 3.2.2 under Solaris 8. We haven't modified the Global Scrips, so they're in effect on all queues. In most of the queues, when a user submits a request via email, the autoreply mail is sent. In some of our queues, however, the user recieves no mail. taking a look at the log file, RT claims: [Fri Nov 18 17:15:06 2005] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - test (/opt/rt3/lib/RT/I18N.pm:222) [Fri Nov 18 17:15:07 2005] [debug]: About to think about scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:140) [Fri Nov 18 17:15:07 2005] [debug]: About to prepare scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:144) [Fri Nov 18 17:15:07 2005] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:349) [Fri Nov 18 17:15:08 2005] [debug]: About to commit scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:153) [Fri Nov 18 17:15:08 2005] [info]: #48439/198785 - Scrip 15 OnCreate notify requestors, cc's, admincc's Imported from RT 2.0 (/opt/rt3/lib/RT/Action/SendEmail.pm:231) [Fri Nov 18 17:15:08 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Fri Nov 18 17:15:08 2005] [info]: Ticket 48439 created in queue 'FW-Request' by arrich10 (/opt/rt3/lib/RT/Ticket_Overlay.pm:718) Why is RT claiming that it can't find any recipients when creating a brand new ticket from an email? From KFCrocker at lbl.gov Fri Nov 18 13:43:49 2005 From: KFCrocker at lbl.gov (Ken Crocker) Date: Fri, 18 Nov 2005 10:43:49 -0800 Subject: [rt-users] Time in hours In-Reply-To: <20051118181607.GT9217@bestpractical.com> References: <437E1877.1090105@lbl.gov> <20051118181607.GT9217@bestpractical.com> Message-ID: <437E20E5.2030104@lbl.gov> AHHHHHHHHHHHHHH, that's music to my ears. I have to say that in 2 generations of Data Processing I really feel the RT system is extremely robust and flexible. I've been working with PeopleSoft for the last 7 years and I've never seen such lazy programming. Their NEW 8.8 doesn't even bother to alphabatize(sp) the menu listings (so I guess newbies have to hunt and peck forever until the "LEARN: the system). The RT authors, on the other hand, really seemed to have tried to do some common thinking for the users (like pre-filling the Query when going there from a queue). Kenn Jesse Vincent wrote: > >On Fri, Nov 18, 2005 at 10:07:51AM -0800, Ken Crocker wrote: > > >>I don't know about anyone elese, but I've never, in 35 years in this >>business, heard of keeping track of work in minutes. Even Microsoft >>Project only goes as low as 1/4 hours. Is there anyway we can get the RT >>masters to change the time fields to hours and also calculate time >>estimated minus time worked giving time left? It seems like a small >>thing but it really would make sense. Just a suggestion (don't want to >>offend anyone's sensitivities). Thanks. >> >> > >It's really a mistake that the field granularity isn't in seconds. Do >note that RT gets used in a lot of scenarios that aren't project >management. Even scenarios where some of the actors are automated >agents. > >But have a look at RT 3.5, where we give you your choice of minutes and >hours ;) > >Jesse > >(FWIW It seems fairly common in the legal profession to bill in increments >of hundredths of an hour.) > > > > >>Kenn >>KFCrocker at lbl.gov >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Download a free sample chapter of RT Essentials from O'Reilly Media at >>http://rtbook.bestpractical.com >> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>San Francisco - Find out more at >>http://bestpractical.com/services/training.html >> >> >> > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From joe.walmach at intel.com Fri Nov 18 13:48:37 2005 From: joe.walmach at intel.com (Walmach, Joe) Date: Fri, 18 Nov 2005 13:48:37 -0500 Subject: [rt-users] resetting ticket numbers Message-ID: For PostgreSQL, the following query will set the next ticket number: SELECT setval('tickets_id_seq',,false); I do not know for Oracle. -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Friday, November 18, 2005 1:35 PM To: Walmach, Joe Cc: Jason Bachman; rt-users at lists.bestpractical.com Subject: Re: [rt-users] resetting ticket numbers described situation in the MySQL, please clarify Pg and Oracle info: http://wiki.bestpractical.com/index.cgi?SetStartingId On 11/18/05, Walmach, Joe wrote: > I'm glad that worked for you Jason, now I won't be so nervous when I do > it next week. :-) I suppose ALTER TABLE Tickets auto_increment=0001; > would work also but you'd be back to "0" after 9999? > > Take care, > > Joe > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jason > Bachman > Sent: Friday, November 18, 2005 11:23 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] resetting ticket numbers > > I did an "ALTER TABLE Tickets auto_increment=1000;" and it worked just > fine. All new tickets are in the 1000's now. > > Thanks Frank and Joe! > Jason > > Drew Barnes wrote: > > > I think the easiest way would be to drop and re-initialize the > > database. Unless you did a bunch of custom scrips, templates, etc. > > > > Jason Bachman wrote: > > > >> Thanks Frank... I will give that a try!! > >> > >> Jason > >> > >> Frank Pater wrote: > >> > >>> Hi Jason, > >>> > >>> I was able to do this for my Postgres-based RT installation with > > >>> the following SQL: > >>> > >>> select setval('tickets_id_seq', ); > >>> > >>> I'm sure there is similar code that works for MySQL. > >>> > >>> Frank > >>> > >>> > >>> On Fri, Nov 18, 2005 at 10:11:31AM -0500, Jason Bachman wrote: > >>> > >>> > >>>> I have a related question to this one..... > >>>> Is it possible to change the starting ticket number? The boss > >>>> would like > >>>> the ticket numbers to be something like 1001, 1002, 1003... > >>>> instead of > >>>> 1,2,3... > >>>> > >>>> Thanks, > >>>> Jason > >>>> > >>>> Walmach, Joe wrote: > >>>> > >>>> Is it possible to reset the tickets back to zero? We're > >>>> finished with > >>>> our testing and want to go live but it would be good to erase > >>>> all the > >>>> test tickets first. Deleting them still holds them in the data > > >>>> base with > >>>> the counter leaving off with the last ticket number. > >>>> Truncating the > >>>> ticket table in mysql (Linux) brought me back to zero but all > new > >>>> tickets include the original data in the history view. For > >>>> example, > >>>> ticket number 1 shows what transpired in the original ticket > >>>> #1. I hope > >>>> I'm not asking a question that's already been answered. I've > >>>> searched > >>>> the archives and only found one incident of this question > >>>> which went > >>>> unanswered. Any help would be appreciated. > >>>> > >>>> > >>>> Thanks, > >>>> > >>>> > >>>> Joe > >>>> > >>>> > >>>> ------------------------------------------------------------------ > >>>> > >>>> _______________________________________________ > >>>> > [1]http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>> Be sure to check out the RT Wiki at > [2]http://wiki.bestpractical.com > >>>> > >>>> Download a free sample chapter of RT Essentials from O'Reilly > >>>> Media at [3]http://rtbook.bestpractical.com > >>>> > >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston > and > >>>> San Francisco - Find out more at > >>>> [4]http://bestpractical.com/services/training.html > >>>> > >>>> References > >>>> > >>>> Visible links > >>>> 1. > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> 2. http://wiki.bestpractical.com/ > >>>> 3. http://rtbook.bestpractical.com/ > >>>> 4. http://bestpractical.com/services/training.html > >>>> > >>> > >>> > >>> > >>> > >>>> _______________________________________________ > >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >>>> > >>>> Download a free sample chapter of RT Essentials from O'Reilly Media > > >>>> at http://rtbook.bestpractical.com > >>>> > >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston > and > >>>> San Francisco - Find out more at > >>>> http://bestpractical.com/services/training.html > >>>> > >>> > >>> Frank Pater > >>> DCANet > >>> http://www.dca.net > >>> voice: 888-4-DCANET (888-432-2638) > >>> fax: 302-426-6386 > >>> > >> > >> > ------------------------------------------------------------------------ > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >> > >> Download a free sample chapter of RT Essentials from O'Reilly Media > >> at http://rtbook.bestpractical.com > >> > >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > >> San Francisco - Find out more at > >> http://bestpractical.com/services/training.html > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Nov 18 14:10:55 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 18 Nov 2005 22:10:55 +0300 Subject: [rt-users] resetting ticket numbers In-Reply-To: References: Message-ID: <589c94400511181110l48c90c1co1c070266dbddc13a@mail.gmail.com> Very bad solution! Most probably you'll hit bugs in the future. Tickets and transactions are not all the objects you have to delete if you want to get rid of the tickets. If you don't have backup then I'll suggest you to start from scratch. If you have backup then restore it and just mark all old tickets as deleted, or use RTx::Shredder to delete them from DB. On 11/18/05, Walmach, Joe wrote: > > > > In addition to the other replies on this subject I'm going to include an > answer to my original question which I just implemented. > > > > On my Linux sever running mysql I did the following: > > > > After backing up the data base I logged into mysql and switched to my rt > database. > > > > I then ran: > > > > TRUNCATE TABLE Tickets ; > > > > And then > > > > TRUNCATE TABLE Transactions ; > > > > I then restarted mysql > > > > This emptied the Tickets table and all historical data on those same tickets > that resided in the Transactions table. I now am back to ticket number 1 > without the history of the previous tickets showing up. In addition I didn't > have to disrupt my queues, users, scrips, etc. I hope this is of value to > someone. > > > > Joe > > > > > > > > ________________________________ > > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Walmach, Joe > Sent: Friday, November 18, 2005 9:35 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] resetting ticket numbers > > > > Is it possible to reset the tickets back to zero? We're finished with our > testing and want to go live but it would be good to erase all the test > tickets first. Deleting them still holds them in the data base with the > counter leaving off with the last ticket number. Truncating the ticket table > in mysql (Linux) brought me back to zero but all new tickets include the > original data in the history view. For example, ticket number 1 shows what > transpired in the original ticket #1. I hope I'm not asking a question > that's already been answered. I've searched the archives and only found one > incident of this question which went unanswered. Any help would be > appreciated. > > > > Thanks, > > > > Joe > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Nov 18 14:19:19 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 18 Nov 2005 22:19:19 +0300 Subject: [rt-users] create scrip failing to mail In-Reply-To: <17278.3801.924257.775171@gravel.usg.tufts.edu> References: <17278.3801.924257.775171@gravel.usg.tufts.edu> Message-ID: <589c94400511181119g50cf9cb7i56c45cff0832780c@mail.gmail.com> FAQ NotifyActor On 11/18/05, amy.rich at tufts.edu wrote: > > We're running RT 3.2.2 under Solaris 8. We haven't modified the Global > Scrips, so they're in effect on all queues. In most of the queues, when a > user submits a request via email, the autoreply mail is sent. In some of our > queues, however, the user recieves no mail. taking a look at the log file, RT > claims: > > [Fri Nov 18 17:15:06 2005] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - test (/opt/rt3/lib/RT/I18N.pm:222) > [Fri Nov 18 17:15:07 2005] [debug]: About to think about scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:140) > [Fri Nov 18 17:15:07 2005] [debug]: About to prepare scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:144) > [Fri Nov 18 17:15:07 2005] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:349) > [Fri Nov 18 17:15:08 2005] [debug]: About to commit scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:153) > [Fri Nov 18 17:15:08 2005] [info]: #48439/198785 - Scrip 15 OnCreate notify requestors, cc's, admincc's Imported from RT 2.0 (/opt/rt3/lib/RT/Action/SendEmail.pm:231) > [Fri Nov 18 17:15:08 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:243) > [Fri Nov 18 17:15:08 2005] [info]: Ticket 48439 created in queue 'FW-Request' > by arrich10 (/opt/rt3/lib/RT/Ticket_Overlay.pm:718) > > Why is RT claiming that it can't find any recipients when creating a brand new > ticket from an email? > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From KFCrocker at lbl.gov Fri Nov 18 14:26:56 2005 From: KFCrocker at lbl.gov (Ken Crocker) Date: Fri, 18 Nov 2005 11:26:56 -0800 Subject: [rt-users] Ticket display redundant Message-ID: <437E2B00.2020403@lbl.gov> I noticed that when looking at a particular ticket it didn't matter whether I clicked Basic or Custom fields, I always get the same display, which is oth the basic data as well as any custom ticket data as well. I don't understand why one would need to have two choices that show the same datA. That seems a bit redundant and I think it would save screen space to just automatically show any ticket custom fields when displaying basics. Just a thought. Kenn KFCrocker at lbl.gov From amy.rich at tufts.edu Fri Nov 18 12:26:49 2005 From: amy.rich at tufts.edu (amy.rich at tufts.edu) Date: Fri, 18 Nov 2005 12:26:49 -0500 Subject: [rt-users] create scrip failing to mail Message-ID: <17278.3801.924257.775171@gravel.usg.tufts.edu> We're running RT 3.2.2 under Solaris 8. We haven't modified the Global Scrips, so they're in effect on all queues. In most of the queues, when a user submits a request via email, the autoreply mail is sent. In some of our queues, however, the user recieves no mail. taking a look at the log file, RT claims: [Fri Nov 18 17:15:06 2005] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - test (/opt/rt3/lib/RT/I18N.pm:222) [Fri Nov 18 17:15:07 2005] [debug]: About to think about scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:140) [Fri Nov 18 17:15:07 2005] [debug]: About to prepare scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:144) [Fri Nov 18 17:15:07 2005] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:349) [Fri Nov 18 17:15:08 2005] [debug]: About to commit scrips for transaction198785 (/opt/rt3/lib/RT/Transaction_Overlay.pm:153) [Fri Nov 18 17:15:08 2005] [info]: #48439/198785 - Scrip 15 OnCreate notify requestors, cc's, admincc's Imported from RT 2.0 (/opt/rt3/lib/RT/Action/SendEmail.pm:231) [Fri Nov 18 17:15:08 2005] [info]: No recipients found. Not sending. (/opt/rt3/lib/RT/Action/SendEmail.pm:243) [Fri Nov 18 17:15:08 2005] [info]: Ticket 48439 created in queue 'FW-Request' by arrich10 (/opt/rt3/lib/RT/Ticket_Overlay.pm:718) Why is RT claiming that it can't find any recipients when creating a brand new ticket from an email? From les at futuresource.com Fri Nov 18 14:31:37 2005 From: les at futuresource.com (Les Mikesell) Date: Fri, 18 Nov 2005 13:31:37 -0600 Subject: [rt-users] Time in hours In-Reply-To: <20051118181607.GT9217@bestpractical.com> References: <437E1877.1090105@lbl.gov> <20051118181607.GT9217@bestpractical.com> Message-ID: <1132342297.8273.197.camel@moola.futuresource.com> On Fri, 2005-11-18 at 12:16, Jesse Vincent wrote: > > On Fri, Nov 18, 2005 at 10:07:51AM -0800, Ken Crocker wrote: > > I don't know about anyone elese, but I've never, in 35 years in this > > business, heard of keeping track of work in minutes. Even Microsoft > > Project only goes as low as 1/4 hours. Is there anyway we can get the RT > > masters to change the time fields to hours and also calculate time > > estimated minus time worked giving time left? It seems like a small > > thing but it really would make sense. Just a suggestion (don't want to > > offend anyone's sensitivities). Thanks. > > It's really a mistake that the field granularity isn't in seconds. Do > note that RT gets used in a lot of scenarios that aren't project > management. Even scenarios where some of the actors are automated > agents. > > But have a look at RT 3.5, where we give you your choice of minutes and > hours ;) Shouldn't time fields really always be SQL datetimes so queries can be based on interval math? -- Les Mikesell les at futuresource.com From jesse at bestpractical.com Fri Nov 18 14:48:12 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Nov 2005 14:48:12 -0500 Subject: [rt-users] Time in hours In-Reply-To: <1132342297.8273.197.camel@moola.futuresource.com> References: <437E1877.1090105@lbl.gov> <20051118181607.GT9217@bestpractical.com> <1132342297.8273.197.camel@moola.futuresource.com> Message-ID: <20051118194811.GZ9217@bestpractical.com> > Shouldn't time fields really always be SQL datetimes so queries can be > based on interval math? When you're talking about a quantity of time instead of a point in time, you don't want a datetime. Also, were I writing RT from scratch today, I'd use big integers and do all my time in seconds since the epoch. SQL DATETIME fields are a really nice idea. Until you start thinking about working in multiple timezones. Or on multiple engines. > -- > Les Mikesell > les at futuresource.com > > -- From CKugelman at ittesi.com Fri Nov 18 15:16:25 2005 From: CKugelman at ittesi.com (Charles Kugelman at HQ) Date: Fri, 18 Nov 2005 15:16:25 -0500 Subject: [rt-users] Basics (Results) Message-ID: <9A460198EE9EF443B40183EF14B24BB30A0247AB@999datdsr009.ittesi.com> I've noticed that when I update a ticket from the Basics link, the results message at the top is different from the other ticket modification areas. For example: Under Basics: Ticket 1: Status: Status changed from stalled to open by user Under Dates: Starts changed from Not set to Thu Dec 01 00:00:00 2005 by user Under People: Owner changed from user to user2 Under Links: Merge Successful Note that any changes made under Basics are prefixed with "Ticket #: Status:" For uniformities sake, where in the RT files could I remove the "Ticket 1: Status:" prefix from this message? I've unsuccessfully been looking all day for the location of this code. In the rt/share/html/Ticket/Modify.html file is probably the key: my @results = ProcessTicketBasics(TicketObj => $TicketObj, ARGSRef => \%ARGS); my @cf_results = ProcessTicketCustomFieldUpdates(TicketObj => $TicketObj, ARGSRef => \%ARGS); push (@results, @cf_results); However I'm no Perl dev, and am not sure what all of this means. Thanks in advance for anyone who may be able to offer assistance. Info: RT 3.2.3 SuSE Linux 9.3 Perl 5.8.6 Charles Kugelman Network Administrator ITT Educational Services, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ahalya_Nathan at mudnebr.com Fri Nov 18 15:42:24 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Fri, 18 Nov 2005 14:42:24 -0600 Subject: [rt-users] How to disable content in session_data directory? Message-ID: Hi all, Are session data stored in rt/var/session_data? How can I disable that option in RT? I have apache2 , fastcgi running in test environment and it so happens that I whenever I make change to the autohandler program, the changes don't get reflected unless and until I delete the contents in session_data directory and /rt/var/mason_data/obj directory. I stop and start apache but in vain; unless I delete the contents my changes are not seen. Is there any other method to handle this? Has anyone had this problem before? Ahalya Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Fri Nov 18 15:43:05 2005 From: les at futuresource.com (Les Mikesell) Date: Fri, 18 Nov 2005 14:43:05 -0600 Subject: [rt-users] Time in hours In-Reply-To: <20051118194811.GZ9217@bestpractical.com> References: <437E1877.1090105@lbl.gov> <20051118181607.GT9217@bestpractical.com> <1132342297.8273.197.camel@moola.futuresource.com> <20051118194811.GZ9217@bestpractical.com> Message-ID: <1132346585.8273.223.camel@moola.futuresource.com> On Fri, 2005-11-18 at 13:48, Jesse Vincent wrote: > > > Shouldn't time fields really always be SQL datetimes so queries can be > > based on interval math? > > When you're talking about a quantity of time instead of a point in time, > you don't want a datetime. The difference between datetimes should be an interval. > Also, were I writing RT from scratch today, I'd use big integers and do > all my time in seconds since the epoch. SQL DATETIME fields are a really > nice idea. Until you start thinking about working in multiple timezones. SQL is supposed to do timezones. > Or on multiple engines. Do you mean things that are not really SQL? Why use them? -- Les Mikesell les at futuresource.com From jesse at bestpractical.com Fri Nov 18 15:47:40 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 18 Nov 2005 15:47:40 -0500 Subject: [rt-users] Time in hours In-Reply-To: <1132346585.8273.223.camel@moola.futuresource.com> References: <437E1877.1090105@lbl.gov> <20051118181607.GT9217@bestpractical.com> <1132342297.8273.197.camel@moola.futuresource.com> <20051118194811.GZ9217@bestpractical.com> <1132346585.8273.223.camel@moola.futuresource.com> Message-ID: <20051118204740.GA9217@bestpractical.com> > Do you mean things that are not really SQL? Why use them? I don't think this list is the place to get into a discussion of the relativee merits of MySQL, Postgres, Oracle, SQLite, Sybase and FooSQL and how they relate to the platonic ideal of an SQL database. That discussion is one that should only be had when there are pints of $BEER present. Or, I suppose, nuclear weapons. Jesse From jjesse at ftpb.com Fri Nov 18 15:59:27 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Fri, 18 Nov 2005 15:59:27 -0500 Subject: [rt-users] Question on RT3.5.5 install Message-ID: Fresh install of 3.5.5 on a new box as I was interested in some of the changes. Upon accessing the site I do not have any images. So I checked my Apache error logs and see a lot of: [Mason] File does not exist: /opt/rt3/share/html/rt/NoAuth/images/favicon.png [Mason] File does not exist: /opt/rt3/share/html/rt/NoAuth/css/print.css [Mason] File does not exist: /opt/rt3/share/html/rt/NoAuth/css/3.5-default/main.css Etc... However in looking at /opt/rt3/share/html I do not have a rt directory. Instead it is /opt/rt3/share/html/NoAuth/... Did a make testdeps and am not getting any errors and then did a make install. Can someone help me out? Jonathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Nov 18 16:56:11 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 18 Nov 2005 16:56:11 -0500 Subject: [rt-users] Question on RT3.5.5 install In-Reply-To: References: Message-ID: <437E4DFB.1070208@ucrwcu.rwc.uc.edu> Sounds like an httpd.conf error. Post yours? Jonathan Jesse wrote: > > Fresh install of 3.5.5 on a new box as I was interested in some of the > changes. Upon accessing the site I do not have any images. So I > checked my Apache error logs and see a lot of: > > [Mason] File does not exist: > /opt/rt3/share/html/rt/NoAuth/images/favicon.png > > [Mason] File does not exist: /opt/rt3/share/html/rt/NoAuth/css/print.css > > [Mason] File does not exist: > /opt/rt3/share/html/rt/NoAuth/css/3.5-default/main.css > > Etc? > > However in looking at /opt/rt3/share/html I do not have a rt > directory. Instead it is /opt/rt3/share/html/NoAuth/? > > Did a make testdeps and am not getting any errors and then did a make > install. Can someone help me out? > > Jonathan > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From joby at u.washington.edu Fri Nov 18 17:10:53 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 18 Nov 2005 14:10:53 -0800 Subject: [rt-users] How to disable content in session_data directory? In-Reply-To: References: Message-ID: <437E516D.6010802@u.washington.edu> That is what DevelMode is for -- in rt/etc/RT_SiteConfig.pm: Set($DevelMode, 1); rt/var/session_data won't have any impact since normally no data is stored there (sessions are in the database by default). rt/var/mason_data/* is where the mason objects are cached. This is in the wiki (wiki.bestpractical.com) and in your rt/etc/RT_Config.pm. You should check out both. Joby Walker ITI SSG, University of Washington Nathan, Ahalya wrote: > Hi all, > > > > Are session data stored in rt/var/session_data? How can I disable that > option in RT? I have apache2 , fastcgi running in test environment and > it so happens that I whenever I make change to the autohandler program, > the changes don?t get reflected unless and until I delete the contents > in session_data directory and /rt/var/mason_data/obj directory. I stop > and start apache but in vain; unless I delete the contents my changes > are not seen. > > > > Is there any other method to handle this? Has anyone had this problem > before? > > > > Ahalya > > > > Ahalya Nathan > Senior Programmer / Analyst > Information Technology, Metropolitan Utilities District > (402) 504-7180 phone > > (402) 504-5180 fax > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From mcdent at gmail.com Fri Nov 18 17:33:12 2005 From: mcdent at gmail.com (Mike Dent) Date: Fri, 18 Nov 2005 22:33:12 +0000 Subject: [rt-users] Scheduling of RT tickets or calendar integration? In-Reply-To: <437D9CCB.6050005@network-i.net> References: <9e769e4e05060912325e1eed8f@mail.gmail.com> <9e769e4e0511170435u3708e963ue1bdfd0c78834a97@mail.gmail.com> <437D15DB.1020809@netcommplete.com.au> <437D9CCB.6050005@network-i.net> Message-ID: <9e769e4e0511181433y1e1a37acye7af3087c6f9e1d5@mail.gmail.com> On 11/18/05, Howard Jones wrote: > Scott Muller wrote: > > > Mike Dent wrote: > > > >> I sent this to the list 6 months ago, just wondered if anybody had > >> found a decent > >> way around this one? > >> > >> thanks > >> Mike > >> > >> ---------- Forwarded message ---------- > >> From: Mike Dent > >> Date: Jun 9, 2005 7:32 PM > >> Subject: Scheduling of RT tickets or calendar integration? > >> To: rt-users at lists.bestpractical.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 > > > > > > Mike, > > > > I have recently created a link from RT to a web calendar > > http://www.k5n.us/webcalendar.php > > > > It's a bit of a hack but it seems to work OK. Basically whenever a > > "Starts" or "Due" date is set in a ticket, it creates an entry in the > > calendar for that user. At the moment you have to have the same user > > names in webcal and RT. I have a global scip that fires of a perl > > script to create the calendar entries. Be warned the RT scrip is very > > rough, and the perl code even rougher ! > > > > I have just had a quick look at the code and it does actually remap > > one RT user to a different Webcal user. A real programmer may be able > > to use this as a basis for a real interface. > > > > > Another possibility would be to have an iCal feed, similar to the > current RSS feeds. I have some code around to generate those (not from > RT), and then you can use the resulting URL as a 'subscription' in *any* > calendar app that supports iCal. I don't use the dates in RT at all, so > it's not really any use to me, but I think it would be a more 'standard' > way to do it. > > Could you post your code, Scott? Yes, getting the schedule in to iCal would be most excellent! I believe Webcalendar allows the import of iCal cal formats too. Mike From KFCrocker at lbl.gov Fri Nov 18 18:07:42 2005 From: KFCrocker at lbl.gov (Ken Crocker) Date: Fri, 18 Nov 2005 15:07:42 -0800 Subject: [rt-users] Time in hours In-Reply-To: <20051118204740.GA9217@bestpractical.com> References: <437E1877.1090105@lbl.gov> <20051118181607.GT9217@bestpractical.com> <1132342297.8273.197.camel@moola.futuresource.com> <20051118194811.GZ9217@bestpractical.com> <1132346585.8273.223.camel@moola.futuresource.com> <20051118204740.GA9217@bestpractical.com> Message-ID: <437E5EBE.2000904@lbl.gov> Here Here! My question is being resolved by 3.5 anyway. With that option, the question becomes moot. Thanks for the comments though. Kenn Jesse Vincent wrote: > > >>Do you mean things that are not really SQL? Why use them? >> >> > >I don't think this list is the place to get into a discussion of the >relativee merits of MySQL, Postgres, Oracle, SQLite, Sybase and FooSQL >and how they relate to the platonic ideal of an SQL database. That >discussion is one that should only be had when there are pints of $BEER >present. Or, I suppose, nuclear weapons. > >Jesse > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From asmoore at edge.net Sat Nov 19 11:05:18 2005 From: asmoore at edge.net (Alex Moore) Date: Sat, 19 Nov 2005 10:05:18 -0600 Subject: [rt-users] Principal.id OID 0 not found Message-ID: <20051119100518.00000f2d@sws602> Trying rt 3.4.2 with postgresql 8.1 on Solaris. I have a working 3.4.2 installation with postgresql 8.0.3 that I need to migrate. The existing database server is on a different host from RT. I need to move the data to a new postgresql database version 8.1 on another host. How would I do that? When I run initdb, I get the following. Is this a RT or postgresql error? Now creating a database for RT. Creating Pg database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs Done setting up database ACLs. Now inserting RT core system objects Checking for existing system user...not found. This appears to be a new installation. Creating system user...Can't find Principals.id for OID 0[Sat Nov 19 13:54:12 2005] [crit]: Couldn't create a Principal on new user create. Strange things are afoot at the circle K (/opt/csw/rt3/lib/RT/User_Overlay.pm:479) Could not create user [root at mcsrv5 sbin]# Thanks, Alex -- From torsten.brumm at kuehne-nagel.com Sat Nov 19 11:15:34 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Sat, 19 Nov 2005 17:15:34 +0100 Subject: [rt-users] FastCGI Problems In-Reply-To: <9e769e4e0511181433y1e1a37acye7af3087c6f9e1d5@mail.gmail.com> Message-ID: <000001c5ed24$7845c0d0$61fd3f0a@dew04041> Hi RT Users, Today i got a strange error on a new installed RT Box. I'm running Apache 1.3 and Mod_fastcgi, both installed from scratch. If i try to start the apache i got: Syntax error on line 957 of /etc/httpd/httpd.conf: FastCgiServer /opt/rt3/bin/mason_handler.fcgi: User/Group commands must preceed FastCGI server definitions My httpd.conf looks like: User wwwrun Group nogroup FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 150 -processes 8 -listen-queue-depth 200 -priority 5 ServerName rt.domain.de ServerAdmin admin at domain.de DocumentRoot /opt/rt3/share/html AddHandler fastcgi-script .fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ Does anyone know what the error means??? I googled the whole day without success. Thanks for any kind of help. Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... From niranjan at altair.com Sat Nov 19 10:54:39 2005 From: niranjan at altair.com (Niranjan Patel) Date: Sat, 19 Nov 2005 10:54:39 -0500 Subject: [rt-users] Error when installing package dependencies(Test::Simple) Message-ID: <91FBE7AEE91B454282AE05FE79413A4A01562E96@trexch.prog.altair.com> Hello Everyone, Below is the error stack during 'make test' of Test::Simple This is required dependency for Apache::Session and DBIx::SearchBuilder. Any help what is wrong here. I tried to find any previous messages was didn't find any solution I am running RHEL3 with perl 5.8.0 Thanks Niranjan PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/00signature.............skipped all skipped: SIGNATURE not found t/00test_harness_check....ok t/bad_plan................ok t/buffer..................ok t/Builder.................ok t/circular_data...........ok t/create..................ok t/curr_test...............ok t/details.................ok t/diag....................lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 394. # Looks like your test died before it could output anything. dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-5 Failed 5/5 tests, 0.00% okay t/eq_set..................ok t/exit....................ok t/extra...................ok t/extra_one...............ok t/fail-like...............ok t/fail-more...............ok t/fail....................ok t/fail_one................ok t/filehandles.............ok t/fork....................ok t/harness_active..........ok t/has_plan................ok t/has_plan2...............ok t/import..................ok t/is_deeply_fail..........ok t/is_fh...................ok t/maybe_regex.............ok t/missing.................ok t/More....................ok t/no_diag.................ok t/no_ending...............ok t/no_header...............ok t/no_plan.................ok t/ok_obj..................ok t/output..................ok t/overload................ok t/overload_threads........lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 394. # Looks like your test died before it could output anything. dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-5 Failed 5/5 tests, 0.00% okay t/plan....................ok t/plan_bad................ok t/plan_is_noplan..........ok t/plan_no_plan............ok 1/6 skipped: Just testing skip with no_plan t/plan_shouldnt_import....ok t/plan_skip_all...........skipped all skipped: Just testing plan & skip_all t/require_ok..............ok t/reset...................ok t/simple..................ok t/skip....................ok 7/15 skipped: various reasons t/skipall.................ok t/sort_bug................lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 394. # Looks like your test died before it could output anything. A thread exited while 2 other threads were still running. dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-2 Failed 2/2 tests, 0.00% okay t/thread_taint............ok t/threads.................thread failed to start: lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 394. thread failed to start: lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 394. thread failed to start: lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 394. thread failed to start: lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 394. thread failed to start: lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 394. lock can only be used on shared values at /root/.cpanplus/5.8.0/build/Test-Simple-0.62/blib/lib/Test/Builder.pm line 1247. # Looks like your test died before it could output anything. dubious Test returned status 255 (wstat 65280, 0xff00) DIED. FAILED tests 1-6 Failed 6/6 tests, 0.00% okay t/todo....................ok t/undef...................ok t/use_ok..................ok t/useing..................ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------- t/diag.t 255 65280 5 5 100.00% 1-5 t/overload_threads.t 255 65280 5 5 100.00% 1-5 t/sort_bug.t 255 65280 2 2 100.00% 1-2 t/threads.t 255 65280 6 6 100.00% 1-6 2 tests and 8 subtests skipped. Failed 4/55 test scripts, 92.73% okay. 18/410 subtests failed, 95.61% okay. make: *** [test_dynamic] Error 29 -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Sat Nov 19 15:48:21 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Sat, 19 Nov 2005 15:48:21 -0500 Subject: [rt-users] resetting ticket numbers In-Reply-To: Message-ID: <5.2.1.1.2.20051119153340.023f8678@po14.mit.edu> At Friday 11/18/2005 01:11 PM, Walmach, Joe wrote: >Content-class: urn:content-classes:message >Content-Type: multipart/alternative; > boundary="----_=_NextPart_001_01C5EC6B.939CDFEE" > >In addition to the other replies on this subject Im going to include an >answer to my original question which I just implemented. > > On my Linux sever running mysql I did the following: > >After backing up the data base I logged into mysql and switched to my rt >database. > >I then ran: > >TRUNCATE TABLE Tickets ; > >And then > >TRUNCATE TABLE Transactions ; > >I then restarted mysql > >This emptied the Tickets table and all historical data on those same >tickets that resided in the Transactions table. I now am back to ticket >number 1 without the history of the previous tickets showing up. In >addition I didnt have to disrupt my queues, users, scrips, etc. I hope >this is of value to someone. > > >Joe Joe, As stated before this is a really bad idea - your database has now lost data integrity. It's not a good idea to truncate tables without understanding the ramifications. The above approach cannot be of value to anyone - please be sure you know the subject matter before posting advice for others. I'm sorry if this sounds rude, but I'd hate to think of someone reading this, thinking that it was an OK solution, and ruining their database. Steve From ruslan.zakirov at gmail.com Sat Nov 19 15:50:13 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 19 Nov 2005 23:50:13 +0300 Subject: [rt-users] Error when installing package dependencies(Test::Simple) In-Reply-To: <91FBE7AEE91B454282AE05FE79413A4A01562E96@trexch.prog.altair.com> References: <91FBE7AEE91B454282AE05FE79413A4A01562E96@trexch.prog.altair.com> Message-ID: <589c94400511191250n4b15fa5l9e54867870e957ac@mail.gmail.com> On 11/19/05, Niranjan Patel wrote: > > Hello Everyone, > Below is the error stack during 'make test' of Test::Simple > This is required dependency for Apache::Session and DBIx::SearchBuilder. > Any help what is wrong here. I tried to find any previous messages was > didn't find any solution > I am running RHEL3 with perl 5.8.0 Perl 5.8.0 has major bugs that doesn't allow to run RT without problems. RT requires perl 5.8.3 at least, even if you will install all dependencies then anyway you wouldn't be able to use RT safe. > > Thanks > Niranjan -- Best regards, Ruslan. From scott at 4th.com Sat Nov 19 18:30:48 2005 From: scott at 4th.com (Scott Courtney) Date: Sat, 19 Nov 2005 18:30:48 -0500 Subject: [rt-users] "Tickets" search function fails Message-ID: <200511191830.48421.scott@4th.com> To those of you who are Perl geeks, which I am not, this may be a dumb question, but I'm trying to figure out why I have the following error in RT 3.4.4: error: Can't locate object method "new" via package "RT::Interface::Web::QueryBuilder::Tree" at /home/local/rt-3.4.4/share/html/Search/Build.html line 509. context: ... 505: 506: my $depth = 1; 507: 508: # make a tree root 509: $$tree = RT::Interface::Web::QueryBuilder::Tree->new; 510: my $root = RT::Interface::Web::QueryBuilder::Tree->new( 'AND', $$tree ); 511: my $lastnode = $root; 512: my $parentnode = $root; 513: ... code stack: /home/local/rt-3.4.4/share/html/Search/Build.html:509 /home/local/rt-3.4.4/share/html/Search/Build.html:260 /home/local/rt-3.4.4/share/html/autohandler:215 I looked at the Tree.pm module, and there indeed *isn't* any "sub new {...}" declaration. So the proximate cause of the error seems obvious. What I can't figure out is why the calling method is attempting to call a method that doesn't exist. This causes the main screen of the ticket search function to abort, so I know this has to be working for others. Ergo, I've done something wrong in my config, which prevents the "new" method from being inherited from somewhere else that it should. Google searches on various keywords from the error string haven't helped. If I recall, Perl inherits "up" the directory tree. The level above has a module called Handler.pm that does have a "new" method. The Tree.pm file is alone in the QueryBuilder tree. The rest of RT seems to be working flawlessly. I haven't patched any source code with local changes, nor do I have any custom scrips. I'm an experienced programmer, but a Perl novice, and that combination makes me ignorant of Perl but also smart enough to *know* that I'm ignorant of Perl, and therefore not to touch things I don't understand. {GRIN} Any Perl wiz care to give me a hint where to look for the cuase of this? Do I have an include path problem, and if so, where do I change that setting for Perl? Thanks for any suggestions. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From scott at 4th.com Sat Nov 19 18:51:04 2005 From: scott at 4th.com (Scott Courtney) Date: Sat, 19 Nov 2005 18:51:04 -0500 Subject: [rt-users] "Tickets" search function fails In-Reply-To: <200511191830.48421.scott@4th.com> References: <200511191830.48421.scott@4th.com> Message-ID: <200511191851.05822.scott@4th.com> On Saturday 19 November 2005 18:30, Scott Courtney wrote: > To those of you who are Perl geeks, which I am not, this may be a dumb question, > but I'm trying to figure out why I have the following error in RT 3.4.4: > > error: ? Can't locate object method "new" via package > ?"RT::Interface::Web::QueryBuilder::Tree" at > ?/home/local/rt-3.4.4/share/html/Search/Build.html line 509. Update: The Wiki reported that a similar (but not identical) problem could be solved by reinstalling DBIx::SearchBuilder. The Wiki article indicated that the other problem happened after Perl was upgraded. Since that condition also applies to my situation, I decided to try this. It didn't help, unfortunately; the error is unchanged. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From smuller at netcommplete.com.au Sun Nov 20 16:18:13 2005 From: smuller at netcommplete.com.au (Scott Muller) Date: Mon, 21 Nov 2005 08:18:13 +1100 Subject: [rt-users] Scheduling of RT tickets or calendar integration? In-Reply-To: <437D9CCB.6050005@network-i.net> References: <9e769e4e05060912325e1eed8f@mail.gmail.com> <9e769e4e0511170435u3708e963ue1bdfd0c78834a97@mail.gmail.com> <437D15DB.1020809@netcommplete.com.au> <437D9CCB.6050005@network-i.net> Message-ID: <4380E815.2040502@netcommplete.com.au> Howard Jones wrote: >> >> > Another possibility would be to have an iCal feed, similar to the > current RSS feeds. I have some code around to generate those (not from > RT), and then you can use the resulting URL as a 'subscription' in *any* > calendar app that supports iCal. I don't use the dates in RT at all, so > it's not really any use to me, but I think it would be a more 'standard' > way to do it. > > Could you post your code, Scott? Howard, I will dig it out and post it in the next few days, when I'm back in the office. -- Scott. From lvanderf at internode.com.au Sun Nov 20 23:01:43 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Mon, 21 Nov 2005 14:31:43 +1030 Subject: [rt-users] query builder 3.4.4 Message-ID: <438146A7.4080808@internode.com.au> Hi. It seems that it's only possible to use either AND or OR in the queries that you build with the query builder in 3.4.4 but not both at the same time. Is this correct? If not how do we compose a query with both ANDs and ORs? Thanks. Kind regards. Luke. -- Luke From todd at chaka.net Sun Nov 20 23:48:03 2005 From: todd at chaka.net (Todd Chapman) Date: Sun, 20 Nov 2005 23:48:03 -0500 Subject: [rt-users] query builder 3.4.4 In-Reply-To: <438146A7.4080808@internode.com.au> References: <438146A7.4080808@internode.com.au> Message-ID: <20051121044803.GI3595@chaka.net> Use the right arrow to indent and make sub-clauses. -Todd On Mon, Nov 21, 2005 at 02:31:43PM +1030, Luke Vanderfluit wrote: > Hi. > > It seems that it's only possible to use either AND or OR in the queries > that you build with the query builder in 3.4.4 but not both at the same > time. > Is this correct? > > If not how do we compose a query with both ANDs and ORs? > > Thanks. > Kind regards. > Luke. > > -- > Luke > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html From lvanderf at internode.com.au Sun Nov 20 23:27:47 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Mon, 21 Nov 2005 14:57:47 +1030 Subject: [rt-users] query builder 3.4.4 In-Reply-To: <20051121044803.GI3595@chaka.net> References: <438146A7.4080808@internode.com.au> <20051121044803.GI3595@chaka.net> Message-ID: <43814CC3.6090909@internode.com.au> Hi. Todd Chapman wrote: >Use the right arrow to indent and make sub-clauses. > > > Thanks greatly :-) >-Todd > >On Mon, Nov 21, 2005 at 02:31:43PM +1030, Luke Vanderfluit wrote: > > >>Hi. >> >>It seems that it's only possible to use either AND or OR in the queries >>that you build with the query builder in 3.4.4 but not both at the same >>time. >>Is this correct? >> >>If not how do we compose a query with both ANDs and ORs? >> >>Thanks. >>Kind regards. >>Luke. >> >>-- >>Luke >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Download a free sample chapter of RT Essentials from O'Reilly Media at >>http://rtbook.bestpractical.com >> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>San Francisco - Find out more at >>http://bestpractical.com/services/training.html >> >> -- Luke From andreas at travelstart.se Mon Nov 21 04:56:08 2005 From: andreas at travelstart.se (Andreas Andersson) Date: Mon, 21 Nov 2005 10:56:08 +0100 Subject: [rt-users] controlling a ticket via email Message-ID: <438199B8.7080207@travelstart.se> Hi! I know I can create and comment on tickets via email, but can I do more? Can I assign owners? Take ownership? Resolv tickets? It would be very nice if it could be done :) -- Andreas Andersson IT Dept. Travelstart Nordic andreas at travelstart.se http://www.travelstart.se From koos at kzdoos.xs4all.nl Mon Nov 21 04:48:54 2005 From: koos at kzdoos.xs4all.nl (Koos van den Hout) Date: Mon, 21 Nov 2005 10:48:54 +0100 Subject: [rt-users] css for printing tickets Message-ID: <20051121094854.GA30423@kzdoos.xs4all.nl> It annoyed me a few times that a printed RT ticket looks a bit weird with all the navigation taking up quite some space. After learning some other site to take advantage of media-specific style sheets (see signature) I also did a bit of css to make RT print tickets look better for why you wanted to print it in the first place (the info, not the navigation). It's mostly a bunch of 'display:none;'. Anyway, I'm making it available to the RT users at large. The css file: http://www.cs.uu.nl/~koos/printrt.css install as $RT/local/html/NoAuth/printrt.css And a change to $RT/local/html/Elements/Header changes to: (sorry no diff, there are a lot of other changes in our Elements/Header) Koos van den Hout -- Koos van den Hout, PGP keyid DSS/1024 0xF0D7C263 via keyservers koos at kzdoos.xs4all.nl or RSA/1024 0xCA845CB5 -?) Fax +31-30-2817051 Visit the site about books with reviews /\\ http://idefix.net/~koos/ http://www.virtualbookcase.com/ _\_V -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From romansteve at gmail.com Mon Nov 21 06:39:20 2005 From: romansteve at gmail.com (Roman Steven) Date: Mon, 21 Nov 2005 06:39:20 -0500 Subject: [rt-users] Which Header? Message-ID: <552eaa670511210339h5dae2987xd9a299e5ac79ab95@mail.gmail.com> Hi, RT 3.4.2 mod_perl developer mode is on in the RT_Config I've made some changes to /Elements/Header, under /local, which gets incorporated when I create a ticket, but doesn't get picked up in the modify ticket, and in the jumbo modify version as well. Based on the code, it looks like it should. Can somebody explain which Header is being used in the modify? Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From derek at rivertower.ie Mon Nov 21 09:54:58 2005 From: derek at rivertower.ie (Derek Conniffe) Date: Mon, 21 Nov 2005 14:54:58 +0000 Subject: [rt-users] MySql error installing RT-3.5.5 - make initialize-database Message-ID: <4381DFC2.6030809@rivertower.ie> Hi all, I was having this exact problem trying to install RT-3.4.4 but I saw that I lot of people are using the latest 3.5.5 so I thought that I'd give it a go too. I'm geting an error when I run "make initialize-database" with RT-3.5.5 (the make install went fine) The errors I'm getting is: CREATE INDEX Attachments2 ON Attachments (TransactionId) Error on rename of './rt3/Attachments' to './rt3/#sql2-c78-1152' (errno: -1) at //opt/rt3/sbin/rt-setup-database line 205. make: *** [initialize-database] Error 255 Any advise from anyone would be great! Thanks, Derek P.S. I'm running MySql 4.1.10a on SuSE 9.1. The whole output of make initialize-database is: - # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as root. Please specify that user's database password below. If the user has no database password, just press return. Password: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Problem with statement: CREATE INDEX Attachments2 ON Attachments (TransactionId) Error on rename of './rt3/Attachments' to './rt3/#sql2-c78-1152' (errno: -1) at //opt/rt3/sbin/rt-setup-database line 205. make: *** [initialize-database] Error 255 -- Derek Conniffe Rivertower Ltd DID Number: 01 440 1806 (International: 00 353 1 440 1806) Ireland: (Freephone) 1800 719 400 Ireland: (Local) 01 440 1800 United Kingdom: 0870 068 2368 International: 00 353 1 440 1800 Derek Conniffe Mobile: 086 856 3823 (International: 00 353 86 856 3823) Fax: 01 201 0085 (International: 00 353 1 201 0085) Email: Derek at rivertower.ie Web: http://www.rivertowerhosting.com From ruslan.zakirov at gmail.com Mon Nov 21 10:03:52 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 21 Nov 2005 18:03:52 +0300 Subject: [rt-users] MySql error installing RT-3.5.5 - make initialize-database In-Reply-To: <4381DFC2.6030809@rivertower.ie> References: <4381DFC2.6030809@rivertower.ie> Message-ID: <589c94400511210703u4d9fbefep9b0083268e53421a@mail.gmail.com> It's MySQL error. I never saw such error and can only suggest mysql upgrade to 4.1.latest. On 11/21/05, Derek Conniffe wrote: > Hi all, > > I was having this exact problem trying to install RT-3.4.4 but I saw > that I lot of people are using the latest 3.5.5 so I thought that I'd > give it a go too. > > I'm geting an error when I run "make initialize-database" with RT-3.5.5 > (the make install went fine) > > The errors I'm getting is: > > CREATE INDEX Attachments2 ON Attachments (TransactionId) > Error on rename of './rt3/Attachments' to './rt3/#sql2-c78-1152' (errno: > -1) at //opt/rt3/sbin/rt-setup-database line 205. > make: *** [initialize-database] Error 255 > > Any advise from anyone would be great! > > Thanks, > > Derek > > P.S. I'm running MySql 4.1.10a on SuSE 9.1. > > The whole output of make initialize-database is: - > > # make initialize-database > /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root > --prompt-for-dba-password > In order to create or update your RT database,this script needs to > connect to your mysql instance on localhost as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Now creating a database for RT. > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > Problem with statement: > > CREATE INDEX Attachments2 ON Attachments (TransactionId) > Error on rename of './rt3/Attachments' to './rt3/#sql2-c78-1152' (errno: > -1) at //opt/rt3/sbin/rt-setup-database line 205. > make: *** [initialize-database] Error 255 > > > -- > Derek Conniffe > Rivertower Ltd > DID Number: 01 440 1806 (International: 00 353 1 440 1806) > Ireland: (Freephone) 1800 719 400 > Ireland: (Local) 01 440 1800 > United Kingdom: 0870 068 2368 > International: 00 353 1 440 1800 > Derek Conniffe Mobile: 086 856 3823 (International: 00 353 86 856 3823) > Fax: 01 201 0085 (International: 00 353 1 201 0085) > Email: Derek at rivertower.ie > Web: http://www.rivertowerhosting.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From CKugelman at ittesi.com Mon Nov 21 10:16:25 2005 From: CKugelman at ittesi.com (Charles Kugelman at HQ) Date: Mon, 21 Nov 2005 10:16:25 -0500 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) Message-ID: <9A460198EE9EF443B40183EF14B24BB30A0249DD@999datdsr009.ittesi.com> >few lines >[Mon Oct 10 22:20:05 2005] [debug]: RT::CustomField -> QueueObj deprecated >(/opt/rt3/lib/RT/CustomField_Overlay.pm:753) >[Mon Oct 10 22:20:05 2005] [warning]: Use of uninitialized value in >concatenation (.) or string at >/opt/rt3/share/html/Search/Elements/BuildFormatString line 128. >(/opt/rt3/lib/RT.pm:287) >Then this beauty >[Mon Oct 10 22:30:06 2005] [warning]: Argument "\x{36}\x{3e}..." isn't >numeric in array element at >/opt/rt3/share/html/Search/Elements/BuildFormatString line 153. >(/opt/rt3/lib/RT.pm:287) > >followed by few lines of >[Mon Oct 10 22:16:02 2005] [warning]: Use of uninitialized value in join or >string at /opt/rt3/share/html/Elements/SelectBoolean line 48. >(/opt/rt3/lib/RT.pm:287) >followed by few (100 or so lines of ) >[Mon Oct 10 22:14:26 2005] [warning]: Use of uninitialized value in string >eq at /opt/rt3/share/html/Elements/SelectCustomFieldOperator line 50. >(/opt/rt3/lib/RT.pm:287) > >The "Argument "\x{36}\x{3e}" line appear only when the Attribute::Name >error >pops up, the other lines are always there, looking at RT.pm line 153, its >the ConnectToDatabase function, I have the database on a remote server (is >that causing the problem??- it was fine with 3.2.3), I am confident the >network connection/commnication is not a problem?? > >Roy Is there any update on this? I'm seeing the same problem. My database is also on a remote server. I use RT 3.2.3. Details: RT 3.2.3 SuSE Linux 9.3 Oracle 9i (remote server) Charles Kugelman Network Administrator ITT Educational Services, Inc. From sturner at MIT.EDU Mon Nov 21 10:36:01 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 21 Nov 2005 10:36:01 -0500 Subject: [rt-users] edit query In-Reply-To: <437CF2E1.2090607@nsuok.edu> References: <437CF2E1.2090607@nsuok.edu> Message-ID: <6.2.1.2.2.20051121103117.032305f8@po14.mit.edu> At Thursday 11/17/2005 04:15 PM, Craig Stevenson wrote: >Rters: > >I would like some pointers to the edit query window under tickets->advanced. >Links to an overview of what goes into the form would be great. > >I am specifically interested in methods to search my ticket custom fields. > >Thanks for the help! Craig, If you can get hold of a copy of RT Essentials, there's a section in there that explains this. I find that the Advanced search page is primarily useful for editing already loaded queries - manipulating ands & ors is easier on this screen than on the regular query builder screen. As for searching custom fields, you can do this on the query builder screen - global fields should appear in the query criteria section. Queue fields appear there once you've chosen a queue and added it to the query criteria. Steve From barnesaw at ucrwcu.rwc.uc.edu Mon Nov 21 10:50:40 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 21 Nov 2005 10:50:40 -0500 Subject: [rt-users] MySql error installing RT-3.5.5 - make initialize-database In-Reply-To: <4381DFC2.6030809@rivertower.ie> References: <4381DFC2.6030809@rivertower.ie> Message-ID: <4381ECD0.7010902@ucrwcu.rwc.uc.edu> Are you running that on top of an existing rt3 database? If so, follow the upgrade instructions in the README. Derek Conniffe wrote: > Hi all, > > I was having this exact problem trying to install RT-3.4.4 but I saw > that I lot of people are using the latest 3.5.5 so I thought that I'd > give it a go too. > > I'm geting an error when I run "make initialize-database" with > RT-3.5.5 (the make install went fine) > > The errors I'm getting is: > > CREATE INDEX Attachments2 ON Attachments (TransactionId) > Error on rename of './rt3/Attachments' to './rt3/#sql2-c78-1152' > (errno: -1) at //opt/rt3/sbin/rt-setup-database line 205. > make: *** [initialize-database] Error 255 > > Any advise from anyone would be great! > > Thanks, > > Derek > > P.S. I'm running MySql 4.1.10a on SuSE 9.1. > > The whole output of make initialize-database is: - > > # make initialize-database > /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba > root --prompt-for-dba-password > In order to create or update your RT database,this script needs to > connect to your mysql instance on localhost as root. > Please specify that user's database password below. If the user has no > database > password, just press return. > > Password: > Now creating a database for RT. > Creating mysql database rt3. > Now populating database schema. > Creating database schema. > Problem with statement: > > CREATE INDEX Attachments2 ON Attachments (TransactionId) > Error on rename of './rt3/Attachments' to './rt3/#sql2-c78-1152' > (errno: -1) at //opt/rt3/sbin/rt-setup-database line 205. > make: *** [initialize-database] Error 255 > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jim1 at cornell.edu Mon Nov 21 11:04:39 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Mon, 21 Nov 2005 11:04:39 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help Message-ID: <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> Gentle Greetings, We are in the process of upgrading from RT 3.0.0 to RT 3.4.4. We have set up a new server with a fresh install of Apache (dynamic), MySQL, and RT, all located in a separate filesystem for RT. I did a database dump from our production system and imported it into the new system. Then I ran all of the needed database upgrade scripts. There were errors on some of the database upgrade scripts, and data is clearly missing from the RT display in the web interface (for example, Custom Fields). I have included the output from running the database scripts below. Any help would be greatly appreciated. I have searched the Wiki and mail list archives and found similar threads but no solutions. Thank you in advance for any assistance! Jennifer -------- Here is information about the setup of our new server: OS,Distribution -- Red Hat Enterprise Linux AS release 3 (Taroon Update 5) Linux hostname.edu 2.4.21-32.0.1.ELsmp #1 SMP Tue May 17 17:52:23 EDT 2005 i686 i686 i386 GNU/Linux RT Version -- URL: svn://svn.bestpractical.com/rt/branches/3.4-RELEASE Repository UUID: e417ac7c-1bcc-0310-8ffa-8f5827389a85 Revision: 4108 Perl Version -- v5.8.6 built for i686-linux HTML::Mason -- 1.3101 DBIx::SearchBuilder Version -- 1.35 Apache Version -- Apache/1.3.33 (Unix) Server built: Nov 3 2005 10:58:25 mod_perl Version -- 1.29 mod_ssl Version -- 2.8.22-1.3.33 MySQL Version -- ./mysql Ver 14.7 Distrib 4.1.11, for pc-linux-gnu (i686) C Compiler Version -- GNU cc 3.2.3 20030502 (Red Hat Linux 3.2.3-49) Here is the output from running the database upgrade scripts: [user at HOST ./rt-3.4.4/]> [user at HOST ./rt-3.4.4/]> ls etc/upgrade/ 3.1.0 3.1.15 3.1.17 3.3.0 3.3.11 [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action schema --datadir etc/upgrade/3.1.0 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Problem with statement: CREATE TABLE Attributes ( id INTEGER NOT NULL AUTO_INCREMENT, Name varchar(255) NULL , Description varchar(255) NULL , Content text, ContentType varchar(16), ObjectType varchar(64), ObjectId integer, Creator integer NOT NULL DEFAULT 0 , Created DATETIME NULL , LastUpdatedBy integer NOT NULL DEFAULT 0 , LastUpdated DATETIME NULL , PRIMARY KEY (id) ) TYPE=InnoDB Table 'Attributes' already exists at /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database line 205. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action acl --datadir etc/upgrade/3.1.0 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Done setting up database ACLs. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action insert --datadir etc/upgrade/3.1.0 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Done setting up database content. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action schema --datadir etc/upgrade/3.1.15 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Couldn't find schema file for mysql [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action acl --datadir etc/upgrade/3.1.15 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Couldn't find ACLS for mysql in etc/upgrade/3.1.15 [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action insert --datadir etc/upgrade/3.1.15 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating scrips...127.done. Done setting up database content. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action schema --datadir etc/upgrade/3.1.17 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Couldn't find schema file for mysql [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action acl --datadir etc/upgrade/3.1.17 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Couldn't find ACLS for mysql in etc/upgrade/3.1.17 [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action insert --datadir etc/upgrade/3.1.17 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating ScripActions...18.19.done. Creating ScripConditions...11.done. Done setting up database content. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action schema --datadir etc/upgrade/3.3.0 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Problem with statement: alter Table Transactions ADD Column (ObjectType varchar(64) not null) Duplicate column name 'ObjectType' at /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database line 205. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action acl --datadir etc/upgrade/3.3.0 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Done setting up database ACLs. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action insert --datadir etc/upgrade/3.3.0 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Done setting up database content. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action schema --datadir etc/upgrade/3.3.11 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Creating database schema. Problem with statement: ALTER TABLE ObjectCustomFieldValues ADD COLUMN SortOrder INTEGER NOT NULL DEFAULT 0 Duplicate column name 'SortOrder' at /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database line 205. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action acl --datadir etc/upgrade/3.3.11 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Done setting up database ACLs. [user at HOST ./rt-3.4.4/]> sudo /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database --dba dbauser --prompt-for-dba-password --action insert --datadir etc/upgrade/3.3.11 In order to create or update your RT database,this script needs to connect to your mysql instance on localhost as dbauser. Please specify that user's database password below. If the user has no database password, just press return. Password: Done setting up database content. [user at HOST ./rt-3.4.4/]> From sturner at MIT.EDU Mon Nov 21 12:33:56 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 21 Nov 2005 12:33:56 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> References: <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> Message-ID: <6.2.1.2.2.20051121122934.032c40e0@po14.mit.edu> At Monday 11/21/2005 11:04 AM, Jennifer I. Moore wrote: >Gentle Greetings, > >We are in the process of upgrading from RT 3.0.0 to RT 3.4.4. We have set >up a new server with a fresh install of Apache (dynamic), MySQL, and RT, >all located in a separate filesystem for RT. I did a database dump from >our production system and imported it into the new system. Then I ran all >of the needed database upgrade scripts. > >There were errors on some of the database upgrade scripts, and data is >clearly missing from the RT display in the web interface (for example, >Custom Fields). I have included the output from running the database >scripts below. Any help would be greatly appreciated. I have searched >the Wiki and mail list archives and found similar threads but no solutions. > >Thank you in advance for any assistance! >Jennifer Hello Jennifer, You didn't mention what version of RT you installed on the new server. If it's 3.4.4 that would account for the errors in the database upgrade scripts - the changes it was trying to make are already in place. I'm not sure of the exact upgrade path from 3.0 to 3.4, but I think generally speaking you should start with a replica of your older system and let the RT upgrade scripts take care of bringing the database up to the latest version rather than installing 3.4.4 and importing your old database. Steve From stevensc at nsuok.edu Mon Nov 21 12:37:44 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Mon, 21 Nov 2005 11:37:44 -0600 Subject: [rt-users] edit query In-Reply-To: <6.2.1.2.2.20051121103117.032305f8@po14.mit.edu> References: <437CF2E1.2090607@nsuok.edu> <6.2.1.2.2.20051121103117.032305f8@po14.mit.edu> Message-ID: <438205E8.8000704@nsuok.edu> Thanks for the sage advice. Turns out it was just a matter of adjusting permissions. Enjoy the Thanksgiving! Stephen Turner wrote: > At Thursday 11/17/2005 04:15 PM, Craig Stevenson wrote: > >> Rters: >> >> I would like some pointers to the edit query window under >> tickets->advanced. >> Links to an overview of what goes into the form would be great. >> >> I am specifically interested in methods to search my ticket custom >> fields. >> >> Thanks for the help! > > > Craig, > > If you can get hold of a copy of RT Essentials, there's a section in > there that explains this. > > I find that the Advanced search page is primarily useful for editing > already loaded queries - manipulating ands & ors is easier on this > screen than on the regular query builder screen. > > As for searching custom fields, you can do this on the query builder > screen - global fields should appear in the query criteria section. > Queue fields appear there once you've chosen a queue and added it to > the query criteria. > > Steve > -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From sturner at MIT.EDU Mon Nov 21 12:59:14 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 21 Nov 2005 12:59:14 -0500 Subject: [rt-users] resetting ticket numbers In-Reply-To: References: Message-ID: <6.2.1.2.2.20051121125428.0334f278@po14.mit.edu> Joe, Thanks for the note - I actually regret sending off the mail on Saturday, I wasn't in a great frame of mind and I was a bit hasty, so my apologies to you. That said, the RT database has many relationships that aren't obvious and may come back to haunt you. For example, when a new ticket is created new groups are also created to keep track of requestors, access control etc. It's possible that your new tickets may have incorrect requestors listed as a result. Good luck, Steve At Monday 11/21/2005 12:48 PM, you wrote: >I understand Steve. I spoke too soon, it was out of line, and I >apologize. I'll keep your advice in mind for the future. As for >resetting tickets I seem to have success in a test database by >truncating Attachments, Links, TicketCustomFieldValues, Transactions, >and Tickets without disrupting my settings for Queues, user rights, etc. >Of course I'm only experimenting at this point (which is why I only >replied to you) while I learn more about how RT utilizes mysql. Perhaps >it'll still lead me to bugs. As for the production version I restored >from backup and moved forward. > >Thanks, > >Joe From jjesse at ftpb.com Mon Nov 21 13:29:55 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Mon, 21 Nov 2005 13:29:55 -0500 Subject: [rt-users] Question on RT3.5.5 install Message-ID: Drew, Sure I'll attach my httpd.conf file. Using Ubuntu 5.10 w/ Apache2 installed. I followed the example in the README file. Attached also is the error log. -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Friday, November 18, 2005 4:56 PM To: Jonathan Jesse Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Question on RT3.5.5 install Sounds like an httpd.conf error. Post yours? Jonathan Jesse wrote: > > Fresh install of 3.5.5 on a new box as I was interested in some of the > changes. Upon accessing the site I do not have any images. So I > checked my Apache error logs and see a lot of: > > [Mason] File does not exist: > /opt/rt3/share/html/rt/NoAuth/images/favicon.png > > [Mason] File does not exist: /opt/rt3/share/html/rt/NoAuth/css/print.css > > [Mason] File does not exist: > /opt/rt3/share/html/rt/NoAuth/css/3.5-default/main.css > > Etc... > > However in looking at /opt/rt3/share/html I do not have a rt > directory. Instead it is /opt/rt3/share/html/NoAuth/... > > Did a make testdeps and am not getting any errors and then did a make > install. Can someone help me out? > > Jonathan > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati -------------- next part -------------- A non-text attachment was scrubbed... Name: httpd.conf Type: application/octet-stream Size: 524 bytes Desc: httpd.conf URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: error.log Type: application/octet-stream Size: 2426 bytes Desc: error.log URL: From barnesaw at ucrwcu.rwc.uc.edu Mon Nov 21 13:49:12 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 21 Nov 2005 13:49:12 -0500 Subject: [rt-users] Question on RT3.5.5 install In-Reply-To: References: Message-ID: <438216A8.6030402@ucrwcu.rwc.uc.edu> Without seeing your RT_SiteConfig.pm, I can't say for sure, but it seems all of your errors are occurring there. Bad name after net' at /opt/rt3/etc/RT_SiteConfig.pm line 18. [error] syntax error at /opt/rt3/etc/RT_SiteConfig.pm line 28, near ") Set" [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server trajan:0, exiting... Semicolon seems to be missing at /opt/rt3/etc/RT_SiteConfig.pm line 27. I suspect that in your RT_SiteConfig, you have something like Set($WebPath , "/rt"); Set($WebBaseURL , "http://blahblahblah:80"); Lokk above the $WebPath declaration and see if you aren't missing a semicolon somewhere. Like around line 27. Also, check to make sure there isn't a comment spanning lines or similar error around line 18. Jonathan Jesse wrote: > Drew, > > Sure I'll attach my httpd.conf file. Using Ubuntu 5.10 w/ Apache2 > installed. I followed the example in the README file. Attached also is > the error log. > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Friday, November 18, 2005 4:56 PM > To: Jonathan Jesse > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Question on RT3.5.5 install > > Sounds like an httpd.conf error. Post yours? > > Jonathan Jesse wrote: > >> Fresh install of 3.5.5 on a new box as I was interested in some of the >> > > >> changes. Upon accessing the site I do not have any images. So I >> checked my Apache error logs and see a lot of: >> >> [Mason] File does not exist: >> /opt/rt3/share/html/rt/NoAuth/images/favicon.png >> >> [Mason] File does not exist: >> > /opt/rt3/share/html/rt/NoAuth/css/print.css > >> [Mason] File does not exist: >> /opt/rt3/share/html/rt/NoAuth/css/3.5-default/main.css >> >> Etc... >> >> However in looking at /opt/rt3/share/html I do not have a rt >> directory. Instead it is /opt/rt3/share/html/NoAuth/... >> >> Did a make testdeps and am not getting any errors and then did a make >> install. Can someone help me out? >> >> Jonathan >> >> >> > ------------------------------------------------------------------------ > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media at >> > http://rtbook.bestpractical.com > >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at >> > http://bestpractical.com/services/training.html > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From tom at redpepperracing.com Mon Nov 21 12:50:42 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Mon, 21 Nov 2005 12:50:42 -0500 Subject: [rt-users] Problem with Firefox and RT2 Message-ID: <438208F2.1080205@redpepperracing.com> I have a problem, with Firefox and RT2. You can login fine, any link you click takes you back to the login page, if you login correctly, it takes you to the page for the link you clicked on earlier. If you click on anything on THAT page, it will again take you to the login page, if you then login again, it will take you to the newly selected page, ad infinitum. This does not happen with the Mozilla browser, or IE, or Firefox 1.5 Beta on Windows, but it does happen with Firefox 1.06 and Firefox 1.5 RC3 on Linux and Windows. Ruslan suggested some of the following: 1) you should check that RT setups cookie. Firefox has cookie manager. - I have deleted the cookie in Firefox, and it gets re-created by RT. Cookie name is AF_SID, content is a long alphanumeric string, path is '/', Send for: Any type of connection, and Expires: at end of session 2) you should check RT's log files - nothing there that seems to be relevant, no entries at all for today, and it is still doing it. 3) you also MUST provide info about RT version, about DB you use and your RT_SiteConfig.pm - RT 2.0.15, MySQL 4.0.17, Apache 1.3.34, Red Hat 8, what should I be looking at in config.pm? Ideas would be appreciated. Oh, I get the same behaviour with RT 3.4.4, MySQL 4.1.14, Fedora Core 3, Apache 1.3.33 Thanks Tom From jpiszcz at servervault.com Mon Nov 21 14:51:20 2005 From: jpiszcz at servervault.com (Piszcz, Justin) Date: Mon, 21 Nov 2005 14:51:20 -0500 Subject: [rt-users] RT migration from 3.0.9 to 3.4.1 Message-ID: I have an older version of RT running under PSQL, I have 3.4.1 running under MySQL-what is the best way to migrate all of the tickets to the newer version of RT? I do not necessarily need to migrate the queues, groups and so-on, just the tickets. What is the best way to do this? Has anyone done anything like this before? Thanks, Justin. -------------- next part -------------- An HTML attachment was scrubbed... URL: From simonm at cavalletto.org Mon Nov 21 15:10:13 2005 From: simonm at cavalletto.org (Matthew Simon Cavalletto) Date: Mon, 21 Nov 2005 15:10:13 -0500 Subject: [rt-users] RTFM on SQLite Message-ID: <7412FC5B-9B5F-48FD-B371-AB3575922746@cavalletto.org> Hello, I'm attempting to get RTFM installed on top of my RT setup, but ran into a problem because I'm using SQLite for the database. The rt-setup-database process exits with "Couldn't find schema file for SQLite". Has someone already hacked up an RTFM schema file for SQLite? Alternately, is this known to not work for some reason? Thanks, -Simon From rmreis at cpqd.com.br Mon Nov 21 14:53:30 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 21 Nov 2005 17:53:30 -0200 Subject: [rt-users] Ticket's Describe in a Query Results Message-ID: Hello All, Is it possible include describe's field (the first entry of ticket history) in a query result page? Thank's in advance, Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From sklutch at hostile.org Mon Nov 21 15:25:02 2005 From: sklutch at hostile.org (Sklutch) Date: Mon, 21 Nov 2005 15:25:02 -0500 (EST) Subject: [rt-users] Ticket manipulation (similar to renumbering) Message-ID: Hello, everyone! I have an RT installation (RT 3.4.3, FedoraCore4, MySQL4.0.1) that has recently been declared production. Unfortunately management declared it production before I was ready, as there are approx 350 legacy issues I wanted to load into the system before the newer tickets were created. I need to be able to load those 350 legacy tickets (exported from a kludgy custom tracking system) into the DB, with the recently created tickets loaded afterwards. Ideally, I'd like to have the newer tickets begin with a 500+ ticket number, but my pitiful attempts to make those changes manually were *ahem* NOT successful. I didn't find anything in the wiki or in the book (I like the book, by the way) that addressed this issue, nor did I find anything that I was able to munge into performing the task. Can anyone point me to a process or howto? sklutch From jim1 at cornell.edu Mon Nov 21 16:00:46 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Mon, 21 Nov 2005 16:00:46 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <6.2.1.2.2.20051121122934.032c40e0@po14.mit.edu> References: <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> At 11/21/2005 12:33 PM, you wrote: >Hello Jennifer, > >You didn't mention what version of RT you installed on the new server. If >it's 3.4.4 that would account for the errors in the database upgrade >scripts - the changes it was trying to make are already in place. > >I'm not sure of the exact upgrade path from 3.0 to 3.4, but I think >generally speaking you should start with a replica of your older system >and let the RT upgrade scripts take care of bringing the database up to >the latest version rather than installing 3.4.4 and importing your old >database. > >Steve Hi Steve, Thank you for the reply. Our old (currently production) server has old versions of MySQL, Apache, and RT (3.0.0). Also, it is a static build, with many parts relying on system shared libraries. The new server has everything in its own filesystem on a SAN, with upgraded versions of all of the parts. So, it is not really possible to just use the old stuff. In a sense, we are creating a "replica" on the new server, just with newer versions of the software pieces. The MySQL import puts the old database in place on the new server. Then I run make upgrade instead of make install for RT. But the db upgrade scripts are not all working. The new RT is online, but pieces are not displayed. The db dump from the old system shows all the data. Thanks again Steve. Jennifer From barnesaw at ucrwcu.rwc.uc.edu Mon Nov 21 16:03:27 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 21 Nov 2005 16:03:27 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> Message-ID: <4382361F.3010609@ucrwcu.rwc.uc.edu> Jennifer I. Moore wrote: > At 11/21/2005 12:33 PM, you wrote: >> Hello Jennifer, >> >> You didn't mention what version of RT you installed on the new >> server. If it's 3.4.4 that would account for the errors in the >> database upgrade scripts - the changes it was trying to make are >> already in place. >> >> I'm not sure of the exact upgrade path from 3.0 to 3.4, but I think >> generally speaking you should start with a replica of your older >> system and let the RT upgrade scripts take care of bringing the >> database up to the latest version rather than installing 3.4.4 and >> importing your old database. >> >> Steve > > Hi Steve, > > Thank you for the reply. Our old (currently production) server has > old versions of MySQL, Apache, and RT (3.0.0). Also, it is a static > build, with many parts relying on system shared libraries. The new > server has everything in its own filesystem on a SAN, with upgraded > versions of all of the parts. So, it is not really possible to just > use the old stuff. > > In a sense, we are creating a "replica" on the new server, just with > newer versions of the software pieces. The MySQL import puts the old > database in place on the new server. Then I run make upgrade instead > of make install for RT. If you don't have an old version of RT installed, wouldn't you need to do a make install instead of make upgrade? Or am I understanding you wrong? > But the db upgrade scripts are not all working. The new RT is online, > but pieces are not displayed. The db dump from the old system shows > all the data. > > Thanks again Steve. > > Jennifer > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From jim1 at cornell.edu Mon Nov 21 16:15:43 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Mon, 21 Nov 2005 16:15:43 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <4382361F.3010609@ucrwcu.rwc.uc.edu> References: <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> At 11/21/2005 04:03 PM, you wrote: >>In a sense, we are creating a "replica" on the new server, just with >>newer versions of the software pieces. The MySQL import puts the old >>database in place on the new server. Then I run make upgrade instead of >>make install for RT. > >If you don't have an old version of RT installed, wouldn't you need to do >a make install instead of make upgrade? Or am I understanding you wrong? Hi Drew, New version of RT (3.4.4) + database from old version of RT (3.0.0). We've tried it several different ways... make install, make upgrade, db upgrade scripts... We haven't yet taken the route of installing RT 3.0.0 on the new server, importing the production db from the old server, and then running make upgrade to RT 3.4.4 on both the RT install and the database... is that what needs to happen? Guess I was hoping to be able to bring just the old (3.0.0) database up to speed with the new install of 3.4.4 rather than having to install the old RT as well. In this latter scenerio, would it be make install or make upgrade? It wasn't clear to us. Thanks in advance, Jennifer From sturner at MIT.EDU Mon Nov 21 16:23:33 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 21 Nov 2005 16:23:33 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell .edu> References: <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> Message-ID: <6.2.1.2.2.20051121162104.033fc5c0@po14.mit.edu> At Monday 11/21/2005 04:15 PM, Jennifer I. Moore wrote: >We haven't yet taken the route of installing RT 3.0.0 on the new server, >importing the production db from the old server, and then running make >upgrade to RT 3.4.4 on both the RT install and the database... is that >what needs to happen? Hi Jennifer, Yes, I think that's what I was getting at - you need to do just that. However what I'm not sure about is if there's a direct one-step upgrade from 3.0.0 to 3.4.4 or if you have to do in more than one step (e.g. 3.0 -> 3.2 and then 3.2 -> 3.4). Steve From andrew at staff.esc.net.au Mon Nov 21 18:16:30 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 22 Nov 2005 09:46:30 +1030 Subject: [rt-users] Custom onCreate scrip In-Reply-To: <6.2.1.2.2.20051121162104.033fc5c0@po14.mit.edu> Message-ID: <20051121231729.CD1A56209B9@sr-gw.esc.net.au> Hi, I want to do a custom condition for a scrip, which will basically be OnCreate and Requestor address matches "blah" then send the auto reply. At the moment I have if ($self->TrasactionObj->Type =~ 'Create'){ if ($self->TicketObj->RequestorAddresses =~ /dontsend/){ return (undef); } if ($self->TicketObj->RequestorAddresses !~ /send/){ return (undef); } }else{ return (undef) } return(1); but that seems to be sending the auto reply on every transaction, not just when the ticket is created. Im guessing im using the wrongs TransactionObj-> Type From smuller at netcommplete.com.au Mon Nov 21 17:57:48 2005 From: smuller at netcommplete.com.au (Scott Muller) Date: Tue, 22 Nov 2005 09:57:48 +1100 Subject: [rt-users] Scheduling of RT tickets or calendar integration? In-Reply-To: <437D9CCB.6050005@network-i.net> References: <9e769e4e05060912325e1eed8f@mail.gmail.com> <9e769e4e0511170435u3708e963ue1bdfd0c78834a97@mail.gmail.com> <437D15DB.1020809@netcommplete.com.au> <437D9CCB.6050005@network-i.net> Message-ID: <438250EC.6060303@netcommplete.com.au> Here is a link to the code for the webcalendar integration. The RT scrip: ---------------- http://info.netcommplete.com.au/rtscrip.txt Lots of debugging in it. This works by using the 'Starts' and 'Due' field as well as an optional customfield 'Duration'. as long as the ticket has an owner and one of the date fields is set, then it creates and appointment. I have a list of requested changes from the guys at work, but I haven't had a chance to implement them, as the code needs to be cleaned up before it gets any more ugly. Hopefully this will help someone create a functional interface with decent error checking etc. Having this functionality built into RT would be really cool, but well beyond my abilities :( The Perl Code: ---------------- http://info.netcommplete.com.au/webcal.txt This code is really thrown together. Basically I turned on mysql logging and then created, altered and deleted webcalendar appointments. I then watched the logs to see what happened to the database. I then mirrored this logic in the code. (I Hope !) Versions: WebCalendar v1.0.1 (19 Aug 2005) RT 3.4.2 -- Scott Muller smuller at netcommplete.com.au Senior Communications Consultant Mobile : +61 (0)4388 300 82 NetCommplete Pty Ltd Phone : +61 (0)2 6331 4773 http://www.netcommplete.com.au Fax : +61 (0)2 6331 4909 From todd at chaka.net Mon Nov 21 20:26:31 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 21 Nov 2005 20:26:31 -0500 Subject: [rt-users] Custom onCreate scrip In-Reply-To: <20051121231729.CD1A56209B9@sr-gw.esc.net.au> References: <6.2.1.2.2.20051121162104.033fc5c0@po14.mit.edu> <20051121231729.CD1A56209B9@sr-gw.esc.net.au> Message-ID: <20051122012631.GJ3595@chaka.net> if ($self->TrasactionObj->Type eq 'Create' and $self->TicketObj->RequestorAddresses =~ /send/) { return 1; } On Tue, Nov 22, 2005 at 09:46:30AM +1030, Andrew Xenides wrote: > Hi, > > I want to do a custom condition for a scrip, which will basically be > OnCreate and Requestor address matches "blah" then send the auto reply. > > At the moment I have > > if ($self->TrasactionObj->Type =~ 'Create'){ > if ($self->TicketObj->RequestorAddresses =~ /dontsend/){ > return (undef); > } > if ($self->TicketObj->RequestorAddresses !~ /send/){ > return (undef); > } > }else{ > return (undef) > } > return(1); > > but that seems to be sending the auto reply on every transaction, not just > when the ticket is created. > > Im guessing im using the wrongs TransactionObj-> Type > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From andrew at staff.esc.net.au Mon Nov 21 20:51:32 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Tue, 22 Nov 2005 12:21:32 +1030 Subject: [rt-users] Custom onCreate scrip In-Reply-To: <20051122021934.GA14146@chaka.net> Message-ID: <20051122015231.EEF6761F585@sr-gw.esc.net.au> Again, The problem is the transactionobj-type = create that's causing the issue The regex part of the scrip works fine I want to know why its sending on all transactions, not just on the ticket create part. -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Tuesday, November 22, 2005 12:50 PM To: Andrew Xenides Subject: Re: [rt-users] Custom onCreate scrip if ($self->TrasactionObj->Type eq 'Create' and $self->TicketObj->RequestorAddresses =~ /send/ and $self->TicketObj->RequestorAddresses !~ /dontsend/ ) { return 1; } 0; On Tue, Nov 22, 2005 at 12:04:12PM +1030, Andrew Xenides wrote: > Hi, > > Thanks, the reason I have it in 2 separate if statements is that the don't > send one contains a portion of the send one, hence if its dontsend don't > send, but if its only send, then send it. If I put send first, it will match > in both cases. > > The problem is the transaction create part, it is sending emails even if the > priority is updated, or a comment is added where as I only want it when the > ticket is created. > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Tuesday, November 22, 2005 11:57 AM > To: Andrew Xenides > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Custom onCreate scrip > > if ($self->TrasactionObj->Type eq 'Create' and > $self->TicketObj->RequestorAddresses =~ /send/) { > return 1; > } > > On Tue, Nov 22, 2005 at 09:46:30AM +1030, Andrew Xenides wrote: > > Hi, > > > > I want to do a custom condition for a scrip, which will basically be > > OnCreate and Requestor address matches "blah" then send the auto reply. > > > > At the moment I have > > > > if ($self->TrasactionObj->Type =~ 'Create'){ > > if ($self->TicketObj->RequestorAddresses =~ /dontsend/){ > > return (undef); > > } > > if ($self->TicketObj->RequestorAddresses !~ /send/){ > > return (undef); > > } > > }else{ > > return (undef) > > } > > return(1); > > > > but that seems to be sending the auto reply on every transaction, not just > > when the ticket is created. > > > > Im guessing im using the wrongs TransactionObj-> Type > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > > San Francisco - Find out more at > http://bestpractical.com/services/training.html From les at futuresource.com Mon Nov 21 23:17:19 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 21 Nov 2005 22:17:19 -0600 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> Message-ID: <1132633039.4438.150.camel@les-home.futuresource.com> On Mon, 2005-11-21 at 15:15, Jennifer I. Moore wrote: > We haven't yet taken the route of installing RT 3.0.0 on the new server, > importing the production db from the old server, and then running make > upgrade to RT 3.4.4 on both the RT install and the database... is that > what needs to happen? > > Guess I was hoping to be able to bring just the old (3.0.0) database up to > speed with the new install of 3.4.4 rather than having to install the old > RT as well. > > In this latter scenerio, would it be make install or make upgrade? It > wasn't clear to us. I think you should be able to do a make install, then restore the old database over what the install created, then run all of the appropriate db upgrade scripts in the etc/upgrade directory as described in the README. -- Les Mikesell les at futuresource.com From S.G.Tranter at lboro.ac.uk Tue Nov 22 05:17:27 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 22 Nov 2005 10:17:27 +0000 Subject: [rt-users] Watchers Message-ID: <4382F037.4060907@lboro.ac.uk> Hello, Can someone explain the "Watchers" concept to me? If I set a user to be a watcher for a queue, what happens? Basically, what we want to do is send an email to a team mailing list when their queue receives a new ticket. Is the use of watchers the way to go for this or would a scrip be the way forward? Many thanks in advance and kind regards, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From S.G.Tranter at lboro.ac.uk Tue Nov 22 05:20:47 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 22 Nov 2005 10:20:47 +0000 Subject: [rt-users] Notifying requestor/owner of a ticket update Message-ID: <4382F0FF.7000203@lboro.ac.uk> Hello, I want notify the requestor and the owner when a ticket has been updated. What is the best way to do this, is it using a scrip? Kind regards, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From jpiszcz at servervault.com Tue Nov 22 05:24:15 2005 From: jpiszcz at servervault.com (Piszcz, Justin) Date: Tue, 22 Nov 2005 05:24:15 -0500 Subject: [rt-users] Has anyone migrated from PSQL to MYSQL? Message-ID: Takers? -------------- next part -------------- An HTML attachment was scrubbed... URL: From fred at waw.com Tue Nov 22 05:42:35 2005 From: fred at waw.com (=?ISO-8859-15?Q?Fr=E9d=E9ric_L=E9ger?=) Date: Tue, 22 Nov 2005 11:42:35 +0100 Subject: [rt-users] Customizing rt at a glance Message-ID: <4382F61B.2070009@waw.com> Hello, Does anybody know if it is possible to customize the homepage like displaying a custom query in rt at a glance ? Thanks Fred -- Fr?d?ric L?ger * D?partement R?seaux/S?curit? * 25 RUE PIERRE DUPR? | 13008 MARSEILLE T?L (+33) 04 91 81 21 45 | FAX (+33) 04 91 53 06 17 From rfh at pipex.net Tue Nov 22 08:36:26 2005 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 22 Nov 2005 13:36:26 +0000 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <9A460198EE9EF443B40183EF14B24BB30A0249DD@999datdsr009.ittesi.com> References: <9A460198EE9EF443B40183EF14B24BB30A0249DD@999datdsr009.ittesi.com> Message-ID: <43831EDA.8010803@pipex.net> This error only appear with version >= 1.32 of DBix (have not tried 1.35), the offending line is : $field = $self->_Accessible($field, "column") while $self->_Accessible($field, "column"); within sub __Value , comment the line out and everything works .. Roy Charles Kugelman at HQ wrote: >>few lines >>[Mon Oct 10 22:20:05 2005] [debug]: RT::CustomField -> QueueObj >> >> >deprecated > > >>(/opt/rt3/lib/RT/CustomField_Overlay.pm:753) >>[Mon Oct 10 22:20:05 2005] [warning]: Use of uninitialized value in >>concatenation (.) or string at >>/opt/rt3/share/html/Search/Elements/BuildFormatString line 128. >>(/opt/rt3/lib/RT.pm:287) >>Then this beauty >>[Mon Oct 10 22:30:06 2005] [warning]: Argument "\x{36}\x{3e}..." isn't >>numeric in array element at >>/opt/rt3/share/html/Search/Elements/BuildFormatString line 153. >>(/opt/rt3/lib/RT.pm:287) >> >>followed by few lines of >>[Mon Oct 10 22:16:02 2005] [warning]: Use of uninitialized value in >> >> >join or > > >>string at /opt/rt3/share/html/Elements/SelectBoolean line 48. >>(/opt/rt3/lib/RT.pm:287) >>followed by few (100 or so lines of ) >>[Mon Oct 10 22:14:26 2005] [warning]: Use of uninitialized value in >> >> >string > > >>eq at /opt/rt3/share/html/Elements/SelectCustomFieldOperator line 50. >>(/opt/rt3/lib/RT.pm:287) >> >>The "Argument "\x{36}\x{3e}" line appear only when the Attribute::Name >>error >>pops up, the other lines are always there, looking at RT.pm line 153, >> >> >its > > >>the ConnectToDatabase function, I have the database on a remote server >> >> >(is > > >>that causing the problem??- it was fine with 3.2.3), I am confident the >>network connection/commnication is not a problem?? >> >>Roy >> >> > >Is there any update on this? I'm seeing the same problem. My database is >also on a remote server. I use RT 3.2.3. > >Details: >RT 3.2.3 >SuSE Linux 9.3 >Oracle 9i (remote server) > > >Charles Kugelman >Network Administrator >ITT Educational Services, Inc. >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >San Francisco - Find out more at http://bestpractical.com/services/training.html > > > From barnesaw at ucrwcu.rwc.uc.edu Tue Nov 22 08:40:51 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 22 Nov 2005 08:40:51 -0500 Subject: [rt-users] Custom onCreate scrip In-Reply-To: <20051122015231.EEF6761F585@sr-gw.esc.net.au> References: <20051122015231.EEF6761F585@sr-gw.esc.net.au> Message-ID: <43831FE3.5030505@ucrwcu.rwc.uc.edu> Assuming you've cut and pasted fro your scrip, $self->TrasactionObj should be $self->TransactionObj Andrew Xenides wrote: > Again, > > The problem is the transactionobj-type = create that's causing the issue > > The regex part of the scrip works fine > > I want to know why its sending on all transactions, not just on the ticket > create part. > > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Tuesday, November 22, 2005 12:50 PM > To: Andrew Xenides > Subject: Re: [rt-users] Custom onCreate scrip > > if ($self->TrasactionObj->Type eq 'Create' > and > $self->TicketObj->RequestorAddresses =~ /send/ > and > $self->TicketObj->RequestorAddresses !~ /dontsend/ > ) { > return 1; > } > 0; > > On Tue, Nov 22, 2005 at 12:04:12PM +1030, Andrew Xenides wrote: > >> Hi, >> >> Thanks, the reason I have it in 2 separate if statements is that the don't >> send one contains a portion of the send one, hence if its dontsend don't >> send, but if its only send, then send it. If I put send first, it will >> > match > >> in both cases. >> >> The problem is the transaction create part, it is sending emails even if >> > the > >> priority is updated, or a comment is added where as I only want it when >> > the > >> ticket is created. >> >> -----Original Message----- >> From: Todd Chapman [mailto:todd at chaka.net] >> Sent: Tuesday, November 22, 2005 11:57 AM >> To: Andrew Xenides >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Custom onCreate scrip >> >> if ($self->TrasactionObj->Type eq 'Create' and >> $self->TicketObj->RequestorAddresses =~ /send/) { >> return 1; >> } >> >> On Tue, Nov 22, 2005 at 09:46:30AM +1030, Andrew Xenides wrote: >> >>> Hi, >>> >>> I want to do a custom condition for a scrip, which will basically be >>> OnCreate and Requestor address matches "blah" then send the auto reply. >>> >>> At the moment I have >>> >>> if ($self->TrasactionObj->Type =~ 'Create'){ >>> if ($self->TicketObj->RequestorAddresses =~ /dontsend/){ >>> return (undef); >>> } >>> if ($self->TicketObj->RequestorAddresses !~ /send/){ >>> return (undef); >>> } >>> }else{ >>> return (undef) >>> } >>> return(1); >>> >>> but that seems to be sending the auto reply on every transaction, not >>> > just > >>> when the ticket is created. >>> >>> Im guessing im using the wrongs TransactionObj-> Type >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> Download a free sample chapter of RT Essentials from O'Reilly Media at >>> >> http://rtbook.bestpractical.com >> >>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>> San Francisco - Find out more at >>> >> http://bestpractical.com/services/training.html >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From rfh at pipex.net Tue Nov 22 08:42:56 2005 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 22 Nov 2005 13:42:56 +0000 Subject: [rt-users] Customizing rt at a glance In-Reply-To: <4382F61B.2070009@waw.com> References: <4382F61B.2070009@waw.com> Message-ID: <43832060.3040400@pipex.net> It depends what you want to do .. the home page is made up of different component which you can replace any or all of them. Roy Fr?d?ric L?ger wrote: > Hello, > > Does anybody know if it is possible to customize the homepage like > displaying a custom query > in rt at a glance ? > > Thanks > > Fred > From barnesaw at ucrwcu.rwc.uc.edu Tue Nov 22 08:44:54 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 22 Nov 2005 08:44:54 -0500 Subject: [rt-users] Customizing rt at a glance In-Reply-To: <4382F61B.2070009@waw.com> References: <4382F61B.2070009@waw.com> Message-ID: <438320D6.5000609@ucrwcu.rwc.uc.edu> http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches Fr?d?ric L?ger wrote: > Hello, > > Does anybody know if it is possible to customize the homepage like > displaying a custom query > in rt at a glance ? > > Thanks > > Fred > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From andreas at travelstart.se Tue Nov 22 09:22:03 2005 From: andreas at travelstart.se (Andreas Andersson) Date: Tue, 22 Nov 2005 15:22:03 +0100 Subject: [rt-users] controlling a ticket via email In-Reply-To: <438199B8.7080207@travelstart.se> References: <438199B8.7080207@travelstart.se> Message-ID: <4383298B.7010305@travelstart.se> Andreas Andersson wrote: > Hi! > > I know I can create and comment on tickets via email, but can I do more? > Can I assign owners? Take ownership? Resolv tickets? It would be very > nice if it could be done :) It supprises me that no one have an answer to this. Is it really just me that want to manage tickets via email? -- Andreas Andersson IT Dept. Travelstart Nordic andreas at travelstart.se http://www.travelstart.se From barnesaw at ucrwcu.rwc.uc.edu Tue Nov 22 09:27:13 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 22 Nov 2005 09:27:13 -0500 Subject: [rt-users] controlling a ticket via email In-Reply-To: <4383298B.7010305@travelstart.se> References: <438199B8.7080207@travelstart.se> <4383298B.7010305@travelstart.se> Message-ID: <43832AC1.60702@ucrwcu.rwc.uc.edu> Check the Contributions section of the Wiki. I'm sure there's something there. Andreas Andersson wrote: > Andreas Andersson wrote: > >> Hi! >> >> I know I can create and comment on tickets via email, but can I do more? >> Can I assign owners? Take ownership? Resolv tickets? It would be very >> nice if it could be done :) >> > > It supprises me that no one have an answer to this. Is it really just me > that want to manage tickets via email? > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sturner at MIT.EDU Tue Nov 22 10:01:26 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 22 Nov 2005 10:01:26 -0500 Subject: [rt-users] controlling a ticket via email In-Reply-To: <4383298B.7010305@travelstart.se> References: <438199B8.7080207@travelstart.se> <4383298B.7010305@travelstart.se> Message-ID: <6.2.1.2.2.20051122095827.03053170@po14.mit.edu> At Tuesday 11/22/2005 09:22 AM, Andreas Andersson wrote: >Andreas Andersson wrote: > > Hi! > > > > I know I can create and comment on tickets via email, but can I do more? > > Can I assign owners? Take ownership? Resolv tickets? It would be very > > nice if it could be done :) > >It supprises me that no one have an answer to this. Is it really just me >that want to manage tickets via email? Andreas, Anything's possible using scrips & the RT API. You'd have to define your own protocol for specifying the updates you want to make, and have the scrips parse the content and take the action. You would also want to be sure to check access control so that not just anyone could send mail and resolve your tickets. There are plenty of scrip examples on the wiki. Steve From jim1 at cornell.edu Tue Nov 22 10:08:37 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Tue, 22 Nov 2005 10:08:37 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <1132633039.4438.150.camel@les-home.futuresource.com> References: <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20051122100647.01efaef8@postoffice8.mail.cornell.edu> Hi Les, Thank you for the reply. We tried the approach you suggest, and ran into errors while running the db upgrade scripts. The error logs were included in my original message. Still hoping someone can give us some clues as to the cause of the errors. Thanks in advance, Jennifer At 11/21/2005 11:17 PM, you wrote: >On Mon, 2005-11-21 at 15:15, Jennifer I. Moore wrote: > > > We haven't yet taken the route of installing RT 3.0.0 on the new server, > > importing the production db from the old server, and then running make > > upgrade to RT 3.4.4 on both the RT install and the database... is that > > what needs to happen? > > > > Guess I was hoping to be able to bring just the old (3.0.0) database up to > > speed with the new install of 3.4.4 rather than having to install the old > > RT as well. > > > > In this latter scenerio, would it be make install or make upgrade? It > > wasn't clear to us. > >I think you should be able to do a make install, then restore the >old database over what the install created, then run all of the >appropriate db upgrade scripts in the etc/upgrade directory as >described in the README. > >-- > Les Mikesell > les at futuresource.com From scott at 4th.com Tue Nov 22 10:14:55 2005 From: scott at 4th.com (Scott Courtney) Date: Tue, 22 Nov 2005 10:14:55 -0500 Subject: [rt-users] Has anyone migrated from PSQL to MYSQL? In-Reply-To: References: Message-ID: <200511221014.55936.scott@4th.com> On Tuesday 22 November 2005 05:24, Piszcz, Justin wrote: > Takers? Not yet, but I am planning this on an installation with several thousand RT 2.x tickets, moving ot RT 3.4.4. I will be following this thread with great interest. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From rfh at pipex.net Tue Nov 22 10:50:58 2005 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 22 Nov 2005 15:50:58 +0000 Subject: [rt-users] controlling a ticket via email In-Reply-To: <4383298B.7010305@travelstart.se> References: <438199B8.7080207@travelstart.se> <4383298B.7010305@travelstart.se> Message-ID: <43833E62.1030408@pipex.net> Andreas Andersson wrote: >Andreas Andersson wrote: > > >>Hi! >> >>I know I can create and comment on tickets via email, but can I do more? >> Can I assign owners? Take ownership? Resolv tickets? It would be very >>nice if it could be done :) >> >> > >It supprises me that no one have an answer to this. Is it really just me >that want to manage tickets via email? > > > There is nothing within RT that allow you to do this, but using the scrips you can more or less do what ever you like .. Roy From todd at chaka.net Tue Nov 22 11:29:32 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 22 Nov 2005 11:29:32 -0500 Subject: [rt-users] Which Header? In-Reply-To: <552eaa670511210339h5dae2987xd9a299e5ac79ab95@mail.gmail.com> References: <552eaa670511210339h5dae2987xd9a299e5ac79ab95@mail.gmail.com> Message-ID: <20051122162932.GB14146@chaka.net> Did you clear out the Mason cache and restart? On Mon, Nov 21, 2005 at 06:39:20AM -0500, Roman Steven wrote: > Hi, > > RT 3.4.2 > mod_perl > developer mode is on in the RT_Config > > I've made some changes to /Elements/Header, under /local, which gets > incorporated when I create a ticket, but doesn't get picked up in the modify > ticket, and in the jumbo modify version as well. Based on the code, it looks > like it should. Can somebody explain which Header is being used in the > modify? > Thanks! > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From tom at redpepperracing.com Tue Nov 22 10:02:54 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 22 Nov 2005 10:02:54 -0500 Subject: [rt-users] controlling a ticket via email In-Reply-To: <43833E62.1030408@pipex.net> References: <438199B8.7080207@travelstart.se> <4383298B.7010305@travelstart.se> <43833E62.1030408@pipex.net> Message-ID: <4383331E.3050006@redpepperracing.com> Roy El-Hames wrote: > Andreas Andersson wrote: > >> Andreas Andersson wrote: >> >> >>> Hi! >>> >>> I know I can create and comment on tickets via email, but can I do >>> more? >>> Can I assign owners? Take ownership? Resolv tickets? It would be very >>> nice if it could be done :) >>> >> >> It supprises me that no one have an answer to this. Is it really just me >> that want to manage tickets via email? http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail From jpiszcz at servervault.com Tue Nov 22 11:47:57 2005 From: jpiszcz at servervault.com (Piszcz, Justin) Date: Tue, 22 Nov 2005 11:47:57 -0500 Subject: [rt-users] Has anyone migrated from PSQL to MYSQL? Message-ID: I notice there is a psql to mysql perl script but it looks highly rudimentary, I am very curious if anyone has done such a migration, -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott Courtney Sent: Tuesday, November 22, 2005 10:15 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Has anyone migrated from PSQL to MYSQL? On Tuesday 22 November 2005 05:24, Piszcz, Justin wrote: > Takers? Not yet, but I am planning this on an installation with several thousand RT 2.x tickets, moving ot RT 3.4.4. I will be following this thread with great interest. Scott -- ------------------------------------------------------------------------ ------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html From les at futuresource.com Tue Nov 22 12:45:52 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 22 Nov 2005 11:45:52 -0600 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <5.2.1.1.2.20051122100647.01efaef8@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051122100647.01efaef8@postoffice8.mail.cornell.edu> Message-ID: <1132681551.14447.27.camel@moola.futuresource.com> On Tue, 2005-11-22 at 09:08, Jennifer I. Moore wrote: > Thank you for the reply. We tried the approach you suggest, and ran into > errors while running the db upgrade scripts. The error logs were included > in my original message. > > Still hoping someone can give us some clues as to the cause of the errors. The first error you show: Table 'Attributes' already exists at /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database line 205. looks like you didn't drop the newly created database before loading the old one. -- Les Mikesell les at futuresource.com From acesarz at crowley.pl Tue Nov 22 11:55:59 2005 From: acesarz at crowley.pl (Alek Cesarz) Date: Tue, 22 Nov 2005 17:55:59 +0100 Subject: [rt-users] Has anyone migrated from PSQL to MYSQL? In-Reply-To: References: Message-ID: <43834D9F.1080608@crowley.pl> Piszcz, Justin napisa?(a), Dnia 2005-11-22 17:47: > I notice there is a psql to mysql perl script but it looks highly > rudimentary, I am very curious if anyone has done such a migration, I have gone through it and it went pretty smoothly with 3.0.x. but it was a simple installation with no links between tickets, no fancy actions, etc. (50 000 tickets though...). keep in mind that you will have to recreate many things in your setup (AFAIR) after dumping and reimporting the data. regards, -- Alek Cesarz Operations Director Crowley Data Poland Sp. z o.o. tel. +48(22)8606960 fax. +48(22)8606796 ul. Stawki 2, 00-193 Warszawa From sklutch at hostile.org Tue Nov 22 14:00:30 2005 From: sklutch at hostile.org (Sklutch) Date: Tue, 22 Nov 2005 14:00:30 -0500 (EST) Subject: [rt-users] Page Formatting code? Message-ID: How does RT determine the layout of the "Create Ticket" page? At present, it lists 6 Custom Fields and then creates a second table of 6 Custom Fields. How do I change that from 6 in a column to, say, 10 in a column? sklutch From ruslan.zakirov at gmail.com Tue Nov 22 14:06:54 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 22 Nov 2005 22:06:54 +0300 Subject: [rt-users] Notifying requestor/owner of a ticket update In-Reply-To: <4382F0FF.7000203@lboro.ac.uk> References: <4382F0FF.7000203@lboro.ac.uk> Message-ID: <589c94400511221106t75620eck3b9e3014217ce522@mail.gmail.com> On 11/22/05, Stewart Tranter wrote: > Hello, > > I want notify the requestor and the owner when a ticket has been > updated. What is the best way to do this, is it using a scrip? Yes, scrips. RT has all you need. > > Kind regards, > > Stewart > ------------------------------------------------ > Stewart Tranter > Computing Services > Loughborough University > > E: s.g.tranter at lboro.ac.uk > W: http://www.lboro.ac.uk/computing/ > T: +44 (0) 1509 223719 > F: +44 (0) 1509 223989 > ------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From Kolly.Mars at noaa.gov Tue Nov 22 14:22:14 2005 From: Kolly.Mars at noaa.gov (Kolly Mars) Date: Tue, 22 Nov 2005 19:22:14 +0000 Subject: [rt-users] Spontaneous logouts Message-ID: <43836FE6.40006@noaa.gov> Hello, I am new to RT so please bear with me. I have just installed RT using RHEL4 with mysql. I can log in as the default root user, but when I try to do anything I have to log in again. When I log in I go directly to the page that I wanted to be at, but every time I try to change to a different page I have to log in again. I'm sure that I am missing something simple. Any help is greatly appreciated. -- Kolly Mars From tom at redpepperracing.com Tue Nov 22 14:53:15 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 22 Nov 2005 14:53:15 -0500 Subject: [rt-users] Spontaneous logouts In-Reply-To: <43836FE6.40006@noaa.gov> References: <43836FE6.40006@noaa.gov> Message-ID: <4383772B.8010803@redpepperracing.com> Kolly Mars wrote: > Hello, > > I am new to RT so please bear with me. I have just installed RT using > RHEL4 with mysql. I can log in as the default root user, but when I try > to do anything I have to log in again. When I log in I go directly to > the page that I wanted to be at, but every time I try to change to a > different page I have to log in again. > > I'm sure that I am missing something simple. Any help is greatly > appreciated. > I have the same problem, with no resolution as yet. My thread is titled 'Problem with Firefox and RT2' but I have the same problem with RT 3.4.4. Hope someone has some ideas. Tom From fpater at dca.net Tue Nov 22 15:58:06 2005 From: fpater at dca.net (Frank Pater) Date: Tue, 22 Nov 2005 15:58:06 -0500 Subject: [rt-users] Spontaneous logouts In-Reply-To: <4383772B.8010803@redpepperracing.com> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> Message-ID: <20051122205806.GE18863@staff.dca.net> Hello, I'm able to reproduce the behavior you describe by blocking cookies from my RT host in Firefox. Are you sure cookies are enabled in your browser? Frank On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote: > Kolly Mars wrote: > >Hello, > > > >I am new to RT so please bear with me. I have just installed RT using > >RHEL4 with mysql. I can log in as the default root user, but when I try > >to do anything I have to log in again. When I log in I go directly to > >the page that I wanted to be at, but every time I try to change to a > >different page I have to log in again. > > > >I'm sure that I am missing something simple. Any help is greatly > >appreciated. > > > I have the same problem, with no resolution as yet. My thread is titled > 'Problem with Firefox and RT2' but I have the same problem with RT > 3.4.4. Hope someone has some ideas. > > Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 189 bytes Desc: not available URL: From btmanmeh at verizon.net Tue Nov 22 15:58:44 2005 From: btmanmeh at verizon.net (Max) Date: Tue, 22 Nov 2005 15:58:44 -0500 Subject: [rt-users] Spontaneous logouts In-Reply-To: <43836FE6.40006@noaa.gov> References: <43836FE6.40006@noaa.gov> Message-ID: <43838684.4090102@verizon.net> Kolly Mars wrote: > Hello, > > I am new to RT so please bear with me. I have just installed RT using > RHEL4 with mysql. I can log in as the default root user, but when I try > to do anything I have to log in again. When I log in I go directly to > the page that I wanted to be at, but every time I try to change to a > different page I have to log in again. I've had this happen every now and again. For me I think the issue was my cache settings on my browser. I've had other issues with similar things as well happening on other packages. Maybe try lowering your cache value or simply disable it awhile and see. I lowered my cache value way down for other reasons other than this issue, but I haven't had it happen in awhile. Are you using Firefox? That's my browser. Firefox is a bit agressive with caching things I think. Max From Kolly.Mars at noaa.gov Tue Nov 22 16:02:06 2005 From: Kolly.Mars at noaa.gov (Kolly Mars) Date: Tue, 22 Nov 2005 21:02:06 +0000 Subject: [rt-users] Spontaneous logouts In-Reply-To: <20051122205806.GE18863@staff.dca.net> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> Message-ID: <4383874E.5040407@noaa.gov> Hello, I have cookies enabled and have a stored cookie for the rt website that I have set up. Also, I have seen this using IE and Firefox. KM Frank Pater wrote: > Hello, > > I'm able to reproduce the behavior you describe by blocking cookies from my RT host in Firefox. Are you sure cookies are enabled in your browser? > > Frank > > > On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote: > >>Kolly Mars wrote: >> >>>Hello, >>> >>>I am new to RT so please bear with me. I have just installed RT using >>>RHEL4 with mysql. I can log in as the default root user, but when I try >>>to do anything I have to log in again. When I log in I go directly to >>>the page that I wanted to be at, but every time I try to change to a >>>different page I have to log in again. >>> >>>I'm sure that I am missing something simple. Any help is greatly >>>appreciated. >>> >> >>I have the same problem, with no resolution as yet. My thread is titled >>'Problem with Firefox and RT2' but I have the same problem with RT >>3.4.4. Hope someone has some ideas. >> >>Tom >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Download a free sample chapter of RT Essentials from O'Reilly Media at >>http://rtbook.bestpractical.com >> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>San Francisco - Find out more at >>http://bestpractical.com/services/training.html >> >> >>------------------------------------------------------------------------ >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>San Francisco - Find out more at http://bestpractical.com/services/training.html From ruslan.zakirov at gmail.com Tue Nov 22 16:14:43 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Nov 2005 00:14:43 +0300 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> Message-ID: <589c94400511221314g3ada9526xd4a1cd069d5aa6a9@mail.gmail.com> I think you have to do next steps: 1) get new server 2) resolve RT 3.4.4 dependencies on the new server 3) run `configure --...; make install` this will install RT's source code 4) configure RT_SiteConfig 5) dump DB from the old server and restore it on the new with DB's tool (mysqldump) 6) create mysql user with credentials the same as in RT_SiteConfig (option $DatabaseUser, $DatabasePass). Use mysql tools for this step. 7) run DB upgrade scripts *NOTE:* you don't need to run `make initialize-database` on the new server from 3.4.4 tarball dir, because this will break upgrade scripts. On 11/21/05, Jennifer I. Moore wrote: > Gentle Greetings, > > We are in the process of upgrading from RT 3.0.0 to RT 3.4.4. We have set > up a new server with a fresh install of Apache (dynamic), MySQL, and RT, > all located in a separate filesystem for RT. I did a database dump from > our production system and imported it into the new system. Then I ran all > of the needed database upgrade scripts. > > There were errors on some of the database upgrade scripts, and data is > clearly missing from the RT display in the web interface (for example, > Custom Fields). I have included the output from running the database > scripts below. Any help would be greatly appreciated. I have searched the > Wiki and mail list archives and found similar threads but no solutions. > > Thank you in advance for any assistance! > Jennifer > > -------- [snip] -- Best regards, Ruslan. From tom at redpepperracing.com Tue Nov 22 15:15:26 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 22 Nov 2005 15:15:26 -0500 Subject: [rt-users] Spontaneous logouts In-Reply-To: <20051122205806.GE18863@staff.dca.net> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> Message-ID: <43837C5E.8050403@redpepperracing.com> Frank Pater wrote: > Hello, > > I'm able to reproduce the behavior you describe by blocking cookies from my RT host in Firefox. Are you sure cookies are enabled in your browser? > > Frank > Yes, I removed the cookie, login to RT and the cookie is recreated. I have also tried disabling cache, no difference. It's all a bit perplexing. Tom From ruslan.zakirov at gmail.com Tue Nov 22 16:27:11 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Nov 2005 00:27:11 +0300 Subject: [rt-users] Spontaneous logouts In-Reply-To: <4383874E.5040407@noaa.gov> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov> Message-ID: <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> Check rt.logs. and give us info about software versions you use. On 11/23/05, Kolly Mars wrote: > Hello, > > I have cookies enabled and have a stored cookie for the rt website that > I have set up. Also, I have seen this using IE and Firefox. > > KM > > Frank Pater wrote: > > Hello, > > > > I'm able to reproduce the behavior you describe by blocking cookies from my RT host in Firefox. Are you sure cookies are enabled in your browser? > > > > Frank > > > > > > On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote: > > > >>Kolly Mars wrote: > >> > >>>Hello, > >>> > >>>I am new to RT so please bear with me. I have just installed RT using > >>>RHEL4 with mysql. I can log in as the default root user, but when I try > >>>to do anything I have to log in again. When I log in I go directly to > >>>the page that I wanted to be at, but every time I try to change to a > >>>different page I have to log in again. > >>> > >>>I'm sure that I am missing something simple. Any help is greatly > >>>appreciated. > >>> > >> > >>I have the same problem, with no resolution as yet. My thread is titled > >>'Problem with Firefox and RT2' but I have the same problem with RT > >>3.4.4. Hope someone has some ideas. > >> > >>Tom > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >> > >>Download a free sample chapter of RT Essentials from O'Reilly Media at > >>http://rtbook.bestpractical.com > >> > >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > >>San Francisco - Find out more at > >>http://bestpractical.com/services/training.html > >> > >> > >>------------------------------------------------------------------------ > >> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >> > >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >> > >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > >>San Francisco - Find out more at http://bestpractical.com/services/training.html > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From tom at redpepperracing.com Tue Nov 22 15:30:31 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 22 Nov 2005 15:30:31 -0500 Subject: [rt-users] Spontaneous logouts In-Reply-To: <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov> <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> Message-ID: <43837FE7.4080600@redpepperracing.com> Ruslan Zakirov wrote: > Check rt.logs. and give us info about software versions you use. > I did that in my other thread (which no-one responded to) so I'll reproduce it here: I have a problem, with Firefox and RT2. You can login fine, any link you click takes you back to the login page, if you login correctly, it takes you to the page for the link you clicked on earlier. If you click on anything on THAT page, it will again take you to the login page, if you then login again, it will take you to the newly selected page, ad infinitum. This does not happen with the Mozilla browser, or IE, or Firefox 1.5 Beta on Windows, but it does happen with Firefox 1.06 and Firefox 1.5 RC3 on Linux and Windows. Ruslan suggested some of the following: 1) you should check that RT setups cookie. Firefox has cookie manager. - I have deleted the cookie in Firefox, and it gets re-created by RT. Cookie name is AF_SID, content is a long alphanumeric string, path is '/', Send for: Any type of connection, and Expires: at end of session 2) you should check RT's log files - nothing there that seems to be relevant, no entries at all for today, and it is still doing it. 3) you also MUST provide info about RT version, about DB you use and your RT_SiteConfig.pm - RT 2.0.15, MySQL 4.0.17, Apache 1.3.34, Red Hat 8, what should I be looking at in config.pm? Ideas would be appreciated. Oh, I get the same behaviour with RT 3.4.4, MySQL 4.1.14, Fedora Core 3, Apache 1.3.33 Thanks Tom From ruslan.zakirov at gmail.com Tue Nov 22 16:45:52 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Nov 2005 00:45:52 +0300 Subject: [rt-users] Spontaneous logouts In-Reply-To: <43837FE7.4080600@redpepperracing.com> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov> <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> <43837FE7.4080600@redpepperracing.com> Message-ID: <589c94400511221345t43f46440ve2f53b6d4cda5be2@mail.gmail.com> On 11/22/05, Tom Lichti wrote: > Ruslan Zakirov wrote: > > Check rt.logs. and give us info about software versions you use. > > > I did that in my other thread (which no-one responded to) so I'll Sorry, I've missed that. > reproduce it here: > > I have a problem, with Firefox and RT2. You can login fine, any link you Oops. You said RT2, I give up. Don't know anything about RT2. > click takes you back to the login page, if you login correctly, it takes > you to the page for the link you clicked on earlier. If you click on > anything on THAT page, it will again take you to the login page, if you > then login again, it will take you to the newly selected page, ad > infinitum. This does not happen with the Mozilla browser, or IE, or > Firefox 1.5 Beta on Windows, but it does happen with Firefox 1.06 and > Firefox 1.5 RC3 on Linux and Windows. RT uses CGI::Cookies (in 3.0, but I think 2.0 uses the same) to get and set cookies, I can suggest you to try update it. Browser is also software and can be buggy :) > > Ruslan suggested some of the following: > > 1) you should check that RT setups cookie. Firefox has cookie manager. > - I have deleted the cookie in Firefox, and it gets re-created by RT. > Cookie name is AF_SID, content is a long alphanumeric string, path is > '/', Send for: Any type of connection, and Expires: at end of session > 2) you should check RT's log files > - nothing there that seems to be relevant, no entries at all for today, > and it is still doing it. > 3) you also MUST provide info about RT version, about DB you use and > your RT_SiteConfig.pm > - RT 2.0.15, MySQL 4.0.17, Apache 1.3.34, Red Hat 8, what should I be > looking at in config.pm? > > Ideas would be appreciated. Oh, I get the same behaviour with RT 3.4.4, > MySQL 4.1.14, Fedora Core 3, Apache 1.3.33 For MySQL 4.1 I can suggest to ALTER sessions table and convert convert column with sessions data from LONGTEXT to LONGBLOB. > > 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 > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From humberto at nexos.com.br Tue Nov 22 13:46:31 2005 From: humberto at nexos.com.br (Humberto Junior) Date: Tue, 22 Nov 2005 15:46:31 -0300 Subject: [rt-users] Auto calculate time (estimaded, remaining) Message-ID: <43836787.4090608@nexos.com.br> Hi, I am a new RT user and I have 2 tasks to do. 1) A user creating a ticket, can set the time worked and the time remaining, but not the time estimated (by default), I want to set the time estimated = the first time remaining + the first time worked. and 2) When a user insert a "time worked" on a comment or reply, I want to decrement the time remaining (time remaining = Time estimated - Total Time worked) The number 1 ocurs only on a ticket creation and number 2 every entry of a time worked. I never programmed in perl or sql, so I can not risk doing my first codes in my RT-database. Could someone help-me showing how I can do that, where can I learn, and some samples of codes. Do I solve this problem in command-line or in the web-interface of RT? PS. I?m using rt 3.2 + apache1 + postgress Thanks in advance -------------- next part -------------- A non-text attachment was scrubbed... Name: humberto.vcf Type: text/x-vcard Size: 268 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Tue Nov 22 16:58:56 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Nov 2005 00:58:56 +0300 Subject: [rt-users] Page Formatting code? In-Reply-To: References: Message-ID: <589c94400511221358g68814602w5700d75540bf5f4c@mail.gmail.com> Page layouts are in html dir. It's HTML::Mason components. I don't understand question, so give you only generic info. On 11/22/05, Sklutch wrote: > How does RT determine the layout of the "Create Ticket" page? At present, > it lists 6 Custom Fields and then creates a second table of 6 Custom > Fields. How do I change that from 6 in a column to, say, 10 in a column? > > > sklutch > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 22 17:03:36 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Nov 2005 01:03:36 +0300 Subject: [rt-users] Method LimitCustomFields In-Reply-To: References: Message-ID: <589c94400511221403t71d4e76csec528be0135eb0eb@mail.gmail.com> I couldn't give you full solution, but I remeber that there were fixe for queries like "CF.XXX has value" in the latest RT3.4 releases. May be you should try: $tickets->LimitCustomField( CUSTOMFIELD => 'Resubmission' , OPERATOR => 'IS NOT', VALUE => 'NULL' ); Check SQL log. On 11/17/05, Peter Reich wrote: > > Hello, > > i have some difficulties with LimitCustomFields(). I tried to write a perl > script that looks for tickets, which have a custom field that is not empty. > Here's the code: > > ---snip--- > my $tickets = new RT::Tickets($RT::SystemUser); > $tickets->LimitStatus(VALUE => 'stalled'); > $tickets->LimitQueue(VALUE => $queue->Id); > $tickets->LimitCustomField( CUSTOMFIELD => 'Resubmission' , > OPERATOR => '!=', > VALUE => '' ); > ---snap--- > > As a result, i got all stalled tickets in the queue, no matter if the CF is > empty or not. > > I could use some help, please. > > Peter > -- > a d e s s o AG http://www.adesso.de| Fon : +49 231 930 - 9247 > Stockholmer Allee 24 | Fax : +49 231 930 - 9331 > 44269 Dortmund | eMail: reich at adesso.de > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Nov 22 17:06:57 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Nov 2005 01:06:57 +0300 Subject: [rt-users] database error creation In-Reply-To: <20051117202039.BDE2A4D8070@diesel.bestpractical.com> References: <20051117202039.BDE2A4D8070@diesel.bestpractical.com> Message-ID: <589c94400511221406g14ea1ba4q5c63b824002351e@mail.gmail.com> Did you resolve this issue? On 11/17/05, Tim Shipp wrote: > > > > I get this error on make initialize-database > > > > Can't call method "rollback" on an undefined value at > /usr/local/share/perl/5.8.7/DBIx/SearchBuilder/Handle.pm > line 713. > > make: *** [initialize-database] Error 255 > > > > any suggestions. > > [snip] -- Best regards, Ruslan. From sklutch at hostile.org Tue Nov 22 17:25:27 2005 From: sklutch at hostile.org (Sklutch) Date: Tue, 22 Nov 2005 17:25:27 -0500 (EST) Subject: [rt-users] Page Formatting code? In-Reply-To: <589c94400511221358g68814602w5700d75540bf5f4c@mail.gmail.com> Message-ID: That's all right, I'm a generic kind of guy. *grin* I've updated the code to change the custom field text boxes from 5 rows with 15 columns to be 5 rows with 75 columns...that allowed the text boxes to be more readable, but it also made the initial "Create ticket" page r-e-a-l-l-y wide. I'm trying to reformat the page so that the Custom Fields don't form side-by-side tables of 6 elements, but rather side-by-side tables of 10 elements. I don't anticipate having more than 10 Custom Fields, so the page should slim back down to the standard (single table) size. I spent a weekend trying to decode the logic flow that created the HTML, but I think it broke my brain...I just couldn't nail down the point at which the code determined "Hey, that's 6 things, better make a new table!". sklutch On Wed, 23 Nov 2005, Ruslan Zakirov wrote: > Page layouts are in html dir. > It's HTML::Mason components. > I don't understand question, so give you only generic info. > > On 11/22/05, Sklutch wrote: > > How does RT determine the layout of the "Create Ticket" page? At present, > > it lists 6 Custom Fields and then creates a second table of 6 Custom > > Fields. How do I change that from 6 in a column to, say, 10 in a column? > > > > > > sklutch > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > > San Francisco - Find out more at http://bestpractical.com/services/training.html > > > > > -- > Best regards, Ruslan. > From ruslan.zakirov at gmail.com Tue Nov 22 18:01:04 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 23 Nov 2005 02:01:04 +0300 Subject: [rt-users] Page Formatting code? In-Reply-To: References: <589c94400511221358g68814602w5700d75540bf5f4c@mail.gmail.com> Message-ID: <589c94400511221501i122a1b72jfed489856ea7db97@mail.gmail.com> AFAIK RT just puts CF's input box into HTML table with two columns. First field in the left column, second one in the right column, then create new row in the table if there is more custome fields to show and that's all nothing more. On 11/23/05, Sklutch wrote: > That's all right, I'm a generic kind of guy. *grin* > > I've updated the code to change the custom field text boxes from 5 rows > with 15 columns to be 5 rows with 75 columns...that allowed the text boxes > to be more readable, but it also made the initial "Create ticket" page > r-e-a-l-l-y wide. I'm trying to reformat the page so that the Custom > Fields don't form side-by-side tables of 6 elements, but rather > side-by-side tables of 10 elements. I don't anticipate having more than 10 > Custom Fields, so the page should slim back down to the standard (single > table) size. > > I spent a weekend trying to decode the logic flow that created the HTML, > but I think it broke my brain...I just couldn't nail down the point at > which the code determined "Hey, that's 6 things, better make a new > table!". > > > sklutch > > On Wed, 23 Nov 2005, Ruslan Zakirov wrote: > > > Page layouts are in html dir. > > It's HTML::Mason components. > > I don't understand question, so give you only generic info. > > > > On 11/22/05, Sklutch wrote: > > > How does RT determine the layout of the "Create Ticket" page? At present, > > > it lists 6 Custom Fields and then creates a second table of 6 Custom > > > Fields. How do I change that from 6 in a column to, say, 10 in a column? > > > > > > > > > sklutch > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > > > > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > > > San Francisco - Find out more at http://bestpractical.com/services/training.html > > > > > > > > > -- > > Best regards, Ruslan. > > > > -- Best regards, Ruslan. From sklutch at hostile.org Tue Nov 22 18:04:02 2005 From: sklutch at hostile.org (Sklutch) Date: Tue, 22 Nov 2005 18:04:02 -0500 (EST) Subject: [rt-users] Page Formatting code? In-Reply-To: <589c94400511221501i122a1b72jfed489856ea7db97@mail.gmail.com> Message-ID: Looking at the listing, it looks alphabetical, top-to-bottom in table #1, then switches to table #2 for the 7th Custom Field. sklutch On Wed, 23 Nov 2005, Ruslan Zakirov wrote: > AFAIK RT just puts CF's input box into HTML table with two columns. > First field in the left column, second one in the right column, then > create new row in the table if there is more custome fields to show > and that's all nothing more. > > On 11/23/05, Sklutch wrote: > > That's all right, I'm a generic kind of guy. *grin* > > > > I've updated the code to change the custom field text boxes from 5 rows > > with 15 columns to be 5 rows with 75 columns...that allowed the text boxes > > to be more readable, but it also made the initial "Create ticket" page > > r-e-a-l-l-y wide. I'm trying to reformat the page so that the Custom > > Fields don't form side-by-side tables of 6 elements, but rather > > side-by-side tables of 10 elements. I don't anticipate having more than 10 > > Custom Fields, so the page should slim back down to the standard (single > > table) size. > > > > I spent a weekend trying to decode the logic flow that created the HTML, > > but I think it broke my brain...I just couldn't nail down the point at > > which the code determined "Hey, that's 6 things, better make a new > > table!". > > > > > > sklutch > > > > On Wed, 23 Nov 2005, Ruslan Zakirov wrote: > > > > > Page layouts are in html dir. > > > It's HTML::Mason components. > > > I don't understand question, so give you only generic info. > > > > > > On 11/22/05, Sklutch wrote: > > > > How does RT determine the layout of the "Create Ticket" page? At present, > > > > it lists 6 Custom Fields and then creates a second table of 6 Custom > > > > Fields. How do I change that from 6 in a column to, say, 10 in a column? > > > > > > > > > > > > sklutch > > > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > > > > > > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > > > > San Francisco - Find out more at http://bestpractical.com/services/training.html > > > > > > > > > > > > > -- > > > Best regards, Ruslan. > > > > > > > > > > -- > Best regards, Ruslan. > From andrew at staff.esc.net.au Tue Nov 22 18:07:30 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 23 Nov 2005 09:37:30 +1030 Subject: [rt-users] Custom onCreate scrip In-Reply-To: <43831FE3.5030505@ucrwcu.rwc.uc.edu> Message-ID: <20051122230829.D15116209D1@sr-gw.esc.net.au> Ah, hehe, I cant remember if I cut and paste or rewrote any of it (I did edit the code after pasting) But if that is the case, wouldn't that return false on all accounts and never send the email? -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Wednesday, November 23, 2005 12:11 AM To: Andrew Xenides Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Custom onCreate scrip Assuming you've cut and pasted fro your scrip, $self->TrasactionObj should be $self->TransactionObj Andrew Xenides wrote: > Again, > > The problem is the transactionobj-type = create that's causing the issue > > The regex part of the scrip works fine > > I want to know why its sending on all transactions, not just on the ticket > create part. > > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Tuesday, November 22, 2005 12:50 PM > To: Andrew Xenides > Subject: Re: [rt-users] Custom onCreate scrip > > if ($self->TrasactionObj->Type eq 'Create' > and > $self->TicketObj->RequestorAddresses =~ /send/ > and > $self->TicketObj->RequestorAddresses !~ /dontsend/ > ) { > return 1; > } > 0; > > On Tue, Nov 22, 2005 at 12:04:12PM +1030, Andrew Xenides wrote: > >> Hi, >> >> Thanks, the reason I have it in 2 separate if statements is that the don't >> send one contains a portion of the send one, hence if its dontsend don't >> send, but if its only send, then send it. If I put send first, it will >> > match > >> in both cases. >> >> The problem is the transaction create part, it is sending emails even if >> > the > >> priority is updated, or a comment is added where as I only want it when >> > the > >> ticket is created. >> >> -----Original Message----- >> From: Todd Chapman [mailto:todd at chaka.net] >> Sent: Tuesday, November 22, 2005 11:57 AM >> To: Andrew Xenides >> Cc: rt-users at lists.bestpractical.com >> Subject: Re: [rt-users] Custom onCreate scrip >> >> if ($self->TrasactionObj->Type eq 'Create' and >> $self->TicketObj->RequestorAddresses =~ /send/) { >> return 1; >> } >> >> On Tue, Nov 22, 2005 at 09:46:30AM +1030, Andrew Xenides wrote: >> >>> Hi, >>> >>> I want to do a custom condition for a scrip, which will basically be >>> OnCreate and Requestor address matches "blah" then send the auto reply. >>> >>> At the moment I have >>> >>> if ($self->TrasactionObj->Type =~ 'Create'){ >>> if ($self->TicketObj->RequestorAddresses =~ /dontsend/){ >>> return (undef); >>> } >>> if ($self->TicketObj->RequestorAddresses !~ /send/){ >>> return (undef); >>> } >>> }else{ >>> return (undef) >>> } >>> return(1); >>> >>> but that seems to be sending the auto reply on every transaction, not >>> > just > >>> when the ticket is created. >>> >>> Im guessing im using the wrongs TransactionObj-> Type >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> Download a free sample chapter of RT Essentials from O'Reilly Media at >>> >> http://rtbook.bestpractical.com >> >>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>> San Francisco - Find out more at >>> >> http://bestpractical.com/services/training.html >> > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From andrew at staff.esc.net.au Tue Nov 22 20:13:52 2005 From: andrew at staff.esc.net.au (Andrew Xenides) Date: Wed, 23 Nov 2005 11:43:52 +1030 Subject: [rt-users] search deleted tickets In-Reply-To: <20051122230829.D15116209D1@sr-gw.esc.net.au> Message-ID: <20051123011452.0BCAB620975@sr-gw.esc.net.au> Hi, Is there any way to search for deleted tickets. No specific criteria, just the queue name and status = deleted. Thanks From ejb at iparadigms.com Tue Nov 22 20:58:01 2005 From: ejb at iparadigms.com (Emmanuel Briand) Date: Tue, 22 Nov 2005 17:58:01 -0800 Subject: [rt-users] Problems getting RT 3.4.4 to work with RTFM 2.0.4 Message-ID: <20051123015801.GA783@iparadigms.com> I have RT 3.4.4 installed with RTFM 2.0.4 on FreeBSD with a Postgres database backend. After I attach an article to a ticket and email it to a requestor I get the error attached below. The ticket still is sent to the requestor but the error is slowing down the workflow of our helpdesk so I was hoping there might be a fix for this. Thanks. System error error: Can't call method "Id" on an undefined value at /usr/local/rt3/lib/RT/ URI/fsck_com_rtfm.pm line 147. context: ... 143: } 144: } 145: 146: $self->{'object'} = $article; 147: return ($article->Id); 148: } 149: 150: =head2 IsLocal 151: ... code stack: /usr/local/rt3/lib/RT/URI/fsck_com_rtfm.pm:147 /usr/local/rt3/lib/RT/URI.pm:144 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2610 /usr/local/rt3/lib/RT/Ticket_Overlay.pm:2589 /usr/local/rt3/lib/RT/Interface/Web.pm:1496 /usr/local/rt3/lib/RT/Interface/Web.pm:1446 /usr/local/rt3/share/html/Ticket/Display.html:145 /usr/local/rt3/share/html/Ticket/Update.html:214 /usr/local/rt3/share/html/autohandler:215 From irabinovitch at gmail.com Wed Nov 23 03:17:14 2005 From: irabinovitch at gmail.com (Ilan Rabinovitch) Date: Wed, 23 Nov 2005 05:17:14 -0300 Subject: [rt-users] Re: OT: SCALE 4x - Call For Papers In-Reply-To: References: Message-ID: Hello, The deadline for submitions to the SCALE 4x Call For Papers has been extended through Dec 3rd. If you are interested in presenting there is still time to get your proposals in. Regards, Ilan On 9/1/05, Ilan Rabinovitch wrote: > Hello, > > I appologize for the offtopic post, but I thought I'd point this out > in case someone wants to do an RT related talk at SCALE. > > The call for papers for SCALE 4x, the 2006 Southern California Linux > Expo, is now open. This event will be our fourth annual show. It > will be held on Feb 11-12, 2006 at the Los Angeles Airport Westin. We > are expecting 1,300+ in attendance this year. We are non-profit, > community run Linux, open-source and free software conference. > > If you are working on something you believe the community > would be interested in, please consider submitting a presentation to > our call for papers. I am including details bellow. > > Past presentations are available online (including slides audio in most cases): > 2005 - http://www.socallinuxexpo.org/past/2005/hours.php > 2003 - http://www.socallinuxexpo.org/past/2003/presentations.php > 2002 - http://www.socallinuxexpo.org/past/2002/presentations.php > > If you have any questions please feel free to call the Call For Papers > team at kapadia =at= socallinuxexp.org > > CFP Link: http://www.socallinuxexpo.org/pr/pr_20050620.php > CFP PDF: http://www.socallinuxexpo.org/pr/cfp4x.pdf > > Best regards, > Ilan Rabinovitch > Conference Chair > Southern California Linux Expo > http://www.socallinuxexpo.org > > > > 2006 Southern CAlifornia Linux Expo > > The USC, Simi/Conejo, and UCLA Linux User Groups are proud to announce > the 4th annual Southern California Linux Expo scheduled for February > 11-12, 2006 at the Westin Hotel near the Los Angeles International > Airport. Building on the tremendous success of last three years' SCALE, > we will continue to promote Linux and the Open Source Software > community. > > We invite you to share your work on Linux and Open Source projects with > the rest of the community as well as exchange ideas with some of the > leading experts in these field. Details about SCALE 4X as well as > archives for the last three years can be found at > http://www.socallinuxexpo.com. > > Topics of interest include, but are not limited to: > > * Linux kernel > * Linux Networking > * Linux for embedded systems > * Linux for Desktops > * LAMP > * Multimedia in Linux > * Security in Linux > * VoIP > * Wireless tools in Linux > * Linux Games > * GIMP & other graphics software > * Administration techniques for specific distributions > * Custom Configurations > * Linux Deployments and experiences: Case studies > * Open source Licensing > * Government policies with Open Source > * Other open source projects > > The proposals should comprise a 1-page (maximum) description containing > the following: > > 1] Title for the talk. > 2] Name, Affiliation, Bio, a passport size picture (optional) and > contact email address of the Presenter. > 3] What will be covered? A bulleted list of the main points of the > presentation will be ideal. Please include enough detail as will be > necessary. > 4] Any specific requirements needed for the presentation other than an > overhead projector and a microphone. > > Presentations are alloted a time slot of about 45 minutes. All proposals > are to be sent to kapadia=at=socallinuxexpo.com. > > Important Dates: > > 20 Jun, 2005: CFP Opens > 20 Nov, 2005: Last date for abstracts/proposals > 20 Dec, 2005: Last date for notification of acceptance > 11 Feb, 2006: Conference starts > From rmreis at cpqd.com.br Wed Nov 23 07:57:37 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Wed, 23 Nov 2005 10:57:37 -0200 Subject: RES: [rt-users] search deleted tickets Message-ID: 1)Change the parameter SkipDeleted to 0 in file local/html/Search/Elements/PickBasics 2)After this, add a instruction in local/lib/RT/Tickets_Overlay_SQL.PM near from line 512: $self->{'allow_deleted_search'} = 1; The routine will look like this: # We don't want deleted tickets unless 'allow_deleted_search' is set $self->{'allow_deleted_search'} = 1; unless( $self->{'allow_deleted_search'} ) { $self->SUPER::Limit(FIELD => 'Status', OPERATOR => '!=', VALUE => 'deleted'); These changes work fine here... with RT 3.4.2, ok?! Cheers, Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Andrew Xenides Enviada em: ter?a-feira, 22 de novembro de 2005 23:14 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] search deleted tickets Hi, Is there any way to search for deleted tickets. No specific criteria, just the queue name and status = deleted. Thanks _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html From Kolly.Mars at noaa.gov Wed Nov 23 08:48:02 2005 From: Kolly.Mars at noaa.gov (Kolly Mars) Date: Wed, 23 Nov 2005 13:48:02 +0000 Subject: [rt-users] Spontaneous logouts In-Reply-To: <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov> <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> Message-ID: <43847312.4070007@noaa.gov> I have nothing in my rt.log. I am using RT 3.0.10-3. RT and all the perl stuff was installed using the rpms. Using apache 2.0.59, perl-5.8.5, mysql-4.1.12, RHEL4 I do have one strange line in /var/log/messages RT: Attempt to free unreferenced scalar: SV 0xa8ceaf4, Perl interpreter: 0xa5cc110 at /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 524. (/usr/lib/rt/RT.pm:247) Thanks again KM Zakirov wrote: > Check rt.logs. and give us info about software versions you use. > > On 11/23/05, Kolly Mars wrote: > >>Hello, >> >>I have cookies enabled and have a stored cookie for the rt website that >>I have set up. Also, I have seen this using IE and Firefox. >> >>KM >> >>Frank Pater wrote: >> >>>Hello, >>> >>>I'm able to reproduce the behavior you describe by blocking cookies from my RT host in Firefox. Are you sure cookies are enabled in your browser? >>> >>>Frank >>> >>> >>>On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote: >>> >>> >>>>Kolly Mars wrote: >>>> >>>> >>>>>Hello, >>>>> >>>>>I am new to RT so please bear with me. I have just installed RT using >>>>>RHEL4 with mysql. I can log in as the default root user, but when I try >>>>>to do anything I have to log in again. When I log in I go directly to >>>>>the page that I wanted to be at, but every time I try to change to a >>>>>different page I have to log in again. >>>>> >>>>>I'm sure that I am missing something simple. Any help is greatly >>>>>appreciated. >>>>> >>>> >>>>I have the same problem, with no resolution as yet. My thread is titled >>>>'Problem with Firefox and RT2' but I have the same problem with RT >>>>3.4.4. Hope someone has some ideas. >>>> >>>>Tom >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>> >>>>Download a free sample chapter of RT Essentials from O'Reilly Media at >>>>http://rtbook.bestpractical.com >>>> >>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>>San Francisco - Find out more at >>>>http://bestpractical.com/services/training.html >>>> >>>> >>>>------------------------------------------------------------------------ >>>> >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>> >>>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >>>> >>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>>San Francisco - Find out more at http://bestpractical.com/services/training.html >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >> >>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>San Francisco - Find out more at http://bestpractical.com/services/training.html >> > > > > -- > Best regards, Ruslan. From Kolly.Mars at noaa.gov Wed Nov 23 08:56:59 2005 From: Kolly.Mars at noaa.gov (Kolly Mars) Date: Wed, 23 Nov 2005 13:56:59 +0000 Subject: [rt-users] Spontaneous logouts In-Reply-To: <43847312.4070007@noaa.gov> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov> <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> <43847312.4070007@noaa.gov> Message-ID: <4384752B.30101@noaa.gov> Sorry, I forgot to add that I get this problem using Firefox 1.0.7 for Linux and IE in windows. KM Kolly Mars wrote: > I have nothing in my rt.log. I am using RT 3.0.10-3. RT and all the > perl stuff was installed using the rpms. > > Using apache 2.0.59, perl-5.8.5, mysql-4.1.12, RHEL4 > > I do have one strange line in /var/log/messages > > RT: Attempt to free unreferenced scalar: SV 0xa8ceaf4, Perl > interpreter: 0xa5cc110 at > /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 524. > (/usr/lib/rt/RT.pm:247) > > Thanks again > KM > > Zakirov wrote: > >>Check rt.logs. and give us info about software versions you use. >> >>On 11/23/05, Kolly Mars wrote: >> >> >>>Hello, >>> >>>I have cookies enabled and have a stored cookie for the rt website that >>>I have set up. Also, I have seen this using IE and Firefox. >>> >>>KM >>> >>>Frank Pater wrote: >>> >>> >>>>Hello, >>>> >>>>I'm able to reproduce the behavior you describe by blocking cookies from my RT host in Firefox. Are you sure cookies are enabled in your browser? >>>> >>>>Frank >>>> >>>> >>>>On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote: >>>> >>>> >>>> >>>>>Kolly Mars wrote: >>>>> >>>>> >>>>> >>>>>>Hello, >>>>>> >>>>>>I am new to RT so please bear with me. I have just installed RT using >>>>>>RHEL4 with mysql. I can log in as the default root user, but when I try >>>>>>to do anything I have to log in again. When I log in I go directly to >>>>>>the page that I wanted to be at, but every time I try to change to a >>>>>>different page I have to log in again. >>>>>> >>>>>>I'm sure that I am missing something simple. Any help is greatly >>>>>>appreciated. >>>>>> >>>>> >>>>>I have the same problem, with no resolution as yet. My thread is titled >>>>>'Problem with Firefox and RT2' but I have the same problem with RT >>>>>3.4.4. Hope someone has some ideas. >>>>> >>>>>Tom >>>>>_______________________________________________ >>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>>> >>>>>Download a free sample chapter of RT Essentials from O'Reilly Media at >>>>>http://rtbook.bestpractical.com >>>>> >>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>>>San Francisco - Find out more at >>>>>http://bestpractical.com/services/training.html >>>>> >>>>> >>>>>------------------------------------------------------------------------ >>>>> >>>>>_______________________________________________ >>>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>>> >>>>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >>>>> >>>>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>>>San Francisco - Find out more at http://bestpractical.com/services/training.html >>> >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>>Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >>> >>>WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>San Francisco - Find out more at http://bestpractical.com/services/training.html >>> >> >> >> >>-- >>Best regards, Ruslan. > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From barnesaw at ucrwcu.rwc.uc.edu Wed Nov 23 09:24:38 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 23 Nov 2005 09:24:38 -0500 Subject: [rt-users] Spontaneous logouts In-Reply-To: <43847312.4070007@noaa.gov> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov> <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> <43847312.4070007@noaa.gov> Message-ID: <43847BA6.4050504@ucrwcu.rwc.uc.edu> Kolly Mars wrote: > I have nothing in my rt.log. I am using RT 3.0.10-3. RT and all the > perl stuff was installed using the rpms. > > Using apache 2.0.59, perl-5.8.5, mysql-4.1.12, RHEL4 > > I do have one strange line in /var/log/messages > > RT: Attempt to free unreferenced scalar: SV 0xa8ceaf4, Perl > interpreter: 0xa5cc110 at > /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 524. > (/usr/lib/rt/RT.pm:247) > I would look into whether Apache::Session was updated or maybe if it needs to be updated. It's almost certainly a problem there, though. > Thanks again > KM > > Zakirov wrote: > >> Check rt.logs. and give us info about software versions you use. >> >> On 11/23/05, Kolly Mars wrote: >> >> >>> Hello, >>> >>> I have cookies enabled and have a stored cookie for the rt website that >>> I have set up. Also, I have seen this using IE and Firefox. >>> >>> KM >>> >>> Frank Pater wrote: >>> >>> >>>> Hello, >>>> >>>> I'm able to reproduce the behavior you describe by blocking cookies from my RT host in Firefox. Are you sure cookies are enabled in your browser? >>>> >>>> Frank >>>> >>>> >>>> On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote: >>>> >>>> >>>> >>>>> Kolly Mars wrote: >>>>> >>>>> >>>>> >>>>>> Hello, >>>>>> >>>>>> I am new to RT so please bear with me. I have just installed RT using >>>>>> RHEL4 with mysql. I can log in as the default root user, but when I try >>>>>> to do anything I have to log in again. When I log in I go directly to >>>>>> the page that I wanted to be at, but every time I try to change to a >>>>>> different page I have to log in again. >>>>>> >>>>>> I'm sure that I am missing something simple. Any help is greatly >>>>>> appreciated. >>>>>> >>>>>> >>>>> I have the same problem, with no resolution as yet. My thread is titled >>>>> 'Problem with Firefox and RT2' but I have the same problem with RT >>>>> 3.4.4. Hope someone has some ideas. >>>>> >>>>> Tom >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>>> >>>>> Download a free sample chapter of RT Essentials from O'Reilly Media at >>>>> http://rtbook.bestpractical.com >>>>> >>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>>> San Francisco - Find out more at >>>>> http://bestpractical.com/services/training.html >>>>> >>>>> >>>>> ------------------------------------------------------------------------ >>>>> >>>>> _______________________________________________ >>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>> >>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>>> >>>>> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >>>>> >>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>>> San Francisco - Find out more at http://bestpractical.com/services/training.html >>>>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com >>> >>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>> San Francisco - Find out more at http://bestpractical.com/services/training.html >>> >>> >> >> -- >> Best regards, Ruslan. >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sturner at MIT.EDU Wed Nov 23 09:50:00 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 23 Nov 2005 09:50:00 -0500 Subject: [rt-users] Page Formatting code? Message-ID: <6.2.1.2.2.20051123094954.031b9af0@po14.mit.edu> At Tuesday 11/22/2005 06:04 PM, you wrote: >Looking at the listing, it looks alphabetical, top-to-bottom in table #1, >then switches to table #2 for the 7th Custom Field. > > >sklutch The fields are displayed in the order you specify on (for example) the queue ticket custom fields screen. They are displayed in two columns, top to bottom, left to right. So if you have 6 CFs A, B, C, D, E, and F you'll get two columns each with 3 fields in: A D B E C F Steve From honza at rezab.org Wed Nov 23 09:57:12 2005 From: honza at rezab.org (Honza Rezab) Date: Wed, 23 Nov 2005 15:57:12 +0100 Subject: [rt-users] RT Upgrade Message-ID: <43848348.7030804@rezab.org> Hello all. I use request tracker 3.0.8 and I want upgrade to debian version request-tracker3.4_3.4.1-2_all.deb. Can I do it? Thanks you for answer. Honza. From rmreis at cpqd.com.br Wed Nov 23 11:51:07 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Wed, 23 Nov 2005 14:51:07 -0200 Subject: RES: [rt-users] Ticket's Describe in a Query Results Message-ID: Hello All! Any idea about this? In my point of view it's very useful... Thank's in advance! Rodolfo -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Rodolfo de Moraes Reis Enviada em: segunda-feira, 21 de novembro de 2005 17:54 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Ticket's Describe in a Query Results Hello All, Is it possible include describe's field (the first entry of ticket history) in a query result page? Thank's in advance, Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html From reich at adesso.de Wed Nov 23 13:22:12 2005 From: reich at adesso.de (Peter Reich) Date: Wed, 23 Nov 2005 19:22:12 +0100 Subject: Antwort: Re: [rt-users] Method LimitCustomFields In-Reply-To: <589c94400511221403t71d4e76csec528be0135eb0eb@mail.gmail.com> Message-ID: Hi Ruslan, Ruslan Zakirov schrieb am 22.11.2005 23:03:36: > This mail template has been enhanced with PGPNotes. > > I couldn't give you full solution, but I remeber that there were fixe > for queries like "CF.XXX has value" in the latest RT3.4 releases. > > May be you should try: > $tickets->LimitCustomField( CUSTOMFIELD => 'Resubmission' , > OPERATOR => 'IS NOT', > VALUE => 'NULL' ); > > Check SQL log. Yes, that solved my Problem. Thanks! Peter -- a d e s s o AG http://www.adesso.de| Fon : +49 231 930 - 9247 Stockholmer Allee 24 | Fax : +49 231 930 - 9331 44269 Dortmund | eMail: reich at adesso.de From szinck at gmail.com Wed Nov 23 14:23:06 2005 From: szinck at gmail.com (Steve Zinck) Date: Wed, 23 Nov 2005 15:23:06 -0400 Subject: [rt-users] rt 3.4.2 against oracle 10g Message-ID: <35dc24250511231123p76fc24eat3fa35956f66e1fc5@mail.gmail.com> My environment is: RT server: Apache2, fastcgi RT 3.4.2 SuSE 9, kernel 2.6 Dual CPU P4 2GB RAM DB server: Oracle 10g, lots of RAM and CPU RT has suddenly gotton really slow. We have about 2100 tickets in our database ... it was fast until about 1600 or 1700 tickets, and then it got slow. I've looked at CPU and mem usage, and even during searches, CPU doesn't go below 70% idle and mem usage is minimal. Has anyone else encountered the same problem with a similiar setup? Any pointers? Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From Kolly.Mars at noaa.gov Wed Nov 23 14:30:49 2005 From: Kolly.Mars at noaa.gov (Kolly Mars) Date: Wed, 23 Nov 2005 19:30:49 +0000 Subject: [rt-users] Spontaneous logouts In-Reply-To: <43847BA6.4050504@ucrwcu.rwc.uc.edu> References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com> <20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov> <589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com> <43847312.4070007@noaa.gov> <43847BA6.4050504@ucrwcu.rwc.uc.edu> Message-ID: <4384C369.60906@noaa.gov> I had 1.6-1 initially, found an rpm for 1.80-1. installed it and found no difference. Could there be a stting in apache config that would cause something like this? My apache setup is generic, I am running this on an evaluation server that is just build for testing RT. Thanks for all the help you all have given already. Any additional suggestions are appreciated. Drew Barnes wrote: > > > Kolly Mars wrote: > >> I have nothing in my rt.log. I am using RT 3.0.10-3. RT and all the >> perl stuff was installed using the rpms. >> >> Using apache 2.0.59, perl-5.8.5, mysql-4.1.12, RHEL4 >> >> I do have one strange line in /var/log/messages >> >> RT: Attempt to free unreferenced scalar: SV 0xa8ceaf4, Perl >> interpreter: 0xa5cc110 at >> /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 524. >> (/usr/lib/rt/RT.pm:247) >> > > > I would look into whether Apache::Session was updated or maybe if it > needs to be updated. It's almost certainly a problem there, though. > >> Thanks again >> KM >> >> Zakirov wrote: >> >> >>> Check rt.logs. and give us info about software versions you use. >>> >>> On 11/23/05, Kolly Mars wrote: >>> >>> >>> >>>> Hello, >>>> >>>> I have cookies enabled and have a stored cookie for the rt website that >>>> I have set up. Also, I have seen this using IE and Firefox. >>>> >>>> KM >>>> >>>> Frank Pater wrote: >>>> >>>> >>>> >>>>> Hello, >>>>> >>>>> I'm able to reproduce the behavior you describe by blocking cookies >>>>> from my RT host in Firefox. Are you sure cookies are enabled in >>>>> your browser? >>>>> >>>>> Frank >>>>> >>>>> >>>>> On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote: >>>>> >>>>> >>>>> >>>>> >>>>>> Kolly Mars wrote: >>>>>> >>>>>> >>>>>> >>>>>> >>>>>>> Hello, >>>>>>> >>>>>>> I am new to RT so please bear with me. I have just installed RT >>>>>>> using >>>>>>> RHEL4 with mysql. I can log in as the default root user, but >>>>>>> when I try >>>>>>> to do anything I have to log in again. When I log in I go >>>>>>> directly to >>>>>>> the page that I wanted to be at, but every time I try to change to a >>>>>>> different page I have to log in again. >>>>>>> >>>>>>> I'm sure that I am missing something simple. Any help is greatly >>>>>>> appreciated. >>>>>>> >>>>>>> >>>>>> >>>>>> I have the same problem, with no resolution as yet. My thread is >>>>>> titled >>>>>> 'Problem with Firefox and RT2' but I have the same problem with RT >>>>>> 3.4.4. Hope someone has some ideas. >>>>>> >>>>>> Tom >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>>>> >>>>>> Download a free sample chapter of RT Essentials from O'Reilly >>>>>> Media at >>>>>> http://rtbook.bestpractical.com >>>>>> >>>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>>>> San Francisco - Find out more at >>>>>> http://bestpractical.com/services/training.html >>>>>> >>>>>> >>>>>> ------------------------------------------------------------------------ >>>>>> >>>>>> >>>>>> _______________________________________________ >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>>>> >>>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>>>> >>>>>> Download a free sample chapter of RT Essentials from O'Reilly >>>>>> Media at http://rtbook.bestpractical.com >>>>>> >>>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>>>> San Francisco - Find out more at >>>>>> http://bestpractical.com/services/training.html >>>>>> >>>> >>>> _______________________________________________ >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>>> >>>> Download a free sample chapter of RT Essentials from O'Reilly Media >>>> at http://rtbook.bestpractical.com >>>> >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >>>> San Francisco - Find out more at >>>> http://bestpractical.com/services/training.html >>>> >>>> >>> >>> >>> -- >>> Best regards, Ruslan. >>> >> >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media at >> http://rtbook.bestpractical.com >> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at >> http://bestpractical.com/services/training.html >> > > From scott at 4th.com Wed Nov 23 15:20:59 2005 From: scott at 4th.com (Scott Courtney) Date: Wed, 23 Nov 2005 15:20:59 -0500 Subject: [rt-users] Spontaneous logouts In-Reply-To: <4384752B.30101@noaa.gov> References: <43836FE6.40006@noaa.gov> <43847312.4070007@noaa.gov> <4384752B.30101@noaa.gov> Message-ID: <200511231521.00120.scott@4th.com> On Wednesday 23 November 2005 08:56, Kolly Mars wrote: > Sorry, ?I forgot to add that I get this problem using Firefox 1.0.7 for > Linux and IE in windows. Did you check to make sure the URL you use when initially visiting the site is the same as the root URL that RT knows about as its destination for CGI form submissions? I have seen this sort of thing on other web systems if, for example, the site's configuration calls it "http://example.com/" but you actually type "http://www.example.com/" to get there. As long as the www variant does a true redirect to the non-www version (or vice-versa), you're fine, but if it is just a ServerAlias directive with no redirection, you can encounter this problem. I've not specifically seen this on RT, but it's common to other systems that do authentication and session management similarly. You can use Apache's rewrite engine to perform the redirection if needed, if this indeed turns out to be the source of the problem. Scott -- ------------------------------------------------------------------------------ Scott Courtney | "I don't mind Microsoft making money. I mind them scott at 4th.com | having a bad operating system." -- Linus Torvalds http://4th.com/ | ("The Rebel Code," NY Times, 21 February 1999) | PGP Public Key at http://4th.com/keys/scott.pubkey From AHLincoln at lbl.gov Wed Nov 23 15:11:00 2005 From: AHLincoln at lbl.gov (Tony Lincoln) Date: Wed, 23 Nov 2005 12:11:00 -0800 Subject: [rt-users] rt 3.4.2 against oracle 10g Message-ID: <37ca6137ce90.37ce9037ca61@lbl.gov> I ran into something similar, although I'm running Solaris and Oracle 9i. Jesse pointed me to session locking. Session management defaults to Apache::Session::File when in use with Oracle. So performance takes a double hit, first from all the file I/O, which degrades as $RT/var/session_data/ fills with files, and second from the session locking that Apache::Session performs to prevent session object corruption. I set up a cron job to clear $RT/var/session_data regularly and that sped things up noticeably. The next step would be to disable session locking. I tested this under minimal load and it seemed to work okay (YMMV). For now, I'm leaving locking enabled unless performance goes south again. The other option is to try and enable session storage in Oracle. I gave it a shot but the behavior was a little erratic. Hope this helps. -Tony -------------- next part -------------- My environment is: RT server: Apache2, fastcgi RT 3.4.2 SuSE 9, kernel 2.6 Dual CPU P4 2GB RAM DB server: Oracle 10g, lots of RAM and CPU RT has suddenly gotton really slow. We have about 2100 tickets in our database ... it was fast until about 1600 or 1700 tickets, and then it got slow. I've looked at CPU and mem usage, and even during searches, CPU doesn't go below 70% idle and mem usage is minimal. Has anyone else encountered the same problem with a similiar setup? Any pointers? Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html From r at elhames.co.uk Fri Nov 25 18:14:45 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 25 Nov 2005 23:14:45 -0000 Subject: [rt-users] Auto calculate time (estimaded, remaining) References: <43836787.4090608@nexos.com.br> Message-ID: <020e01c5f216$064f9bd0$52c593c3@tiger> I am really perplexed and just want to know (and I apologise Junior this is not directed at you I've seen it far to many times now- just I am in that frame of mind) you are saying that you never programmed perl or sql , how did you get the job in maintaining a ticketing system based on perl and sql .. I don't mean any offence .. I would like to know the secret so I can get a job above my skills .. Roy ----- Original Message ----- From: "Humberto Junior" To: Sent: Tuesday, November 22, 2005 6:46 PM Subject: [rt-users] Auto calculate time (estimaded, remaining) > Hi, I am a new RT user and I have 2 tasks to do. > > 1) A user creating a ticket, can set the time worked and the time > remaining, but not the time estimated (by default), I want to set the > time estimated = the first time remaining + the first time worked. > > and > > 2) When a user insert a "time worked" on a comment or reply, I want to > decrement the time remaining (time remaining = Time estimated - Total > Time worked) > > The number 1 ocurs only on a ticket creation and number 2 every entry of > a time worked. > > I never programmed in perl or sql, so I can not risk doing my first > codes in my RT-database. > > Could someone help-me showing how I can do that, where can I learn, and > some samples of codes. > > Do I solve this problem in command-line or in the web-interface of RT? > > PS. I?m using rt 3.2 + apache1 + postgress > > Thanks in advance > ---------------------------------------------------------------------------- ---- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From r at elhames.co.uk Fri Nov 25 18:26:38 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 25 Nov 2005 23:26:38 -0000 Subject: [rt-users] Spontaneous logouts References: <43836FE6.40006@noaa.gov> <4383772B.8010803@redpepperracing.com><20051122205806.GE18863@staff.dca.net> <4383874E.5040407@noaa.gov><589c94400511221327x3069df4cvba69c809587ab23c@mail.gmail.com><43847312.4070007@noaa.gov> <43847BA6.4050504@ucrwcu.rwc.uc.edu> <4384C369.60906@noaa.gov> Message-ID: <026101c5f217$af5f86d0$52c593c3@tiger> Kolly; have you checked the health of your sessions table .. also the fact that your rt.log is empty is a bit suspect ..set your logging to debug ..tail -f your rt.log and click few tabs on your rt instance then read what you get in your rt.log. Roy ----- Original Message ----- From: "Kolly Mars" To: "Drew Barnes" Cc: "Ruslan Zakirov" ; Sent: Wednesday, November 23, 2005 7:30 PM Subject: Re: [rt-users] Spontaneous logouts > I had 1.6-1 initially, found an rpm for 1.80-1. installed it and found > no difference. Could there be a stting in apache config that would > cause something like this? My apache setup is generic, I am running > this on an evaluation server that is just build for testing RT. > > Thanks for all the help you all have given already. Any additional > suggestions are appreciated. > > Drew Barnes wrote: > > > > > > Kolly Mars wrote: > > > >> I have nothing in my rt.log. I am using RT 3.0.10-3. RT and all the > >> perl stuff was installed using the rpms. > >> > >> Using apache 2.0.59, perl-5.8.5, mysql-4.1.12, RHEL4 > >> > >> I do have one strange line in /var/log/messages > >> > >> RT: Attempt to free unreferenced scalar: SV 0xa8ceaf4, Perl > >> interpreter: 0xa5cc110 at > >> /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 524. > >> (/usr/lib/rt/RT.pm:247) > >> > > > > > > I would look into whether Apache::Session was updated or maybe if it > > needs to be updated. It's almost certainly a problem there, though. > > > >> Thanks again > >> KM > >> > >> Zakirov wrote: > >> > >> > >>> Check rt.logs. and give us info about software versions you use. > >>> > >>> On 11/23/05, Kolly Mars wrote: > >>> > >>> > >>> > >>>> Hello, > >>>> > >>>> I have cookies enabled and have a stored cookie for the rt website that > >>>> I have set up. Also, I have seen this using IE and Firefox. > >>>> > >>>> KM > >>>> > >>>> Frank Pater wrote: > >>>> > >>>> > >>>> > >>>>> Hello, > >>>>> > >>>>> I'm able to reproduce the behavior you describe by blocking cookies > >>>>> from my RT host in Firefox. Are you sure cookies are enabled in > >>>>> your browser? > >>>>> > >>>>> Frank > >>>>> > >>>>> > >>>>> On Tue, Nov 22, 2005 at 02:53:15PM -0500, Tom Lichti wrote: > >>>>> > >>>>> > >>>>> > >>>>> > >>>>>> Kolly Mars wrote: > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>>> Hello, > >>>>>>> > >>>>>>> I am new to RT so please bear with me. I have just installed RT > >>>>>>> using > >>>>>>> RHEL4 with mysql. I can log in as the default root user, but > >>>>>>> when I try > >>>>>>> to do anything I have to log in again. When I log in I go > >>>>>>> directly to > >>>>>>> the page that I wanted to be at, but every time I try to change to a > >>>>>>> different page I have to log in again. > >>>>>>> > >>>>>>> I'm sure that I am missing something simple. Any help is greatly > >>>>>>> appreciated. > >>>>>>> > >>>>>>> > >>>>>> > >>>>>> I have the same problem, with no resolution as yet. My thread is > >>>>>> titled > >>>>>> 'Problem with Firefox and RT2' but I have the same problem with RT > >>>>>> 3.4.4. Hope someone has some ideas. > >>>>>> > >>>>>> Tom > >>>>>> _______________________________________________ > >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>>>> > >>>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >>>>>> > >>>>>> Download a free sample chapter of RT Essentials from O'Reilly > >>>>>> Media at > >>>>>> http://rtbook.bestpractical.com > >>>>>> > >>>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > >>>>>> San Francisco - Find out more at > >>>>>> http://bestpractical.com/services/training.html > >>>>>> > >>>>>> > >>>>>> --------------------------------------------------------------------- --- > >>>>>> > >>>>>> > >>>>>> _______________________________________________ > >>>>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>>>> > >>>>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >>>>>> > >>>>>> Download a free sample chapter of RT Essentials from O'Reilly > >>>>>> Media at http://rtbook.bestpractical.com > >>>>>> > >>>>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > >>>>>> San Francisco - Find out more at > >>>>>> http://bestpractical.com/services/training.html > >>>>>> > >>>> > >>>> _______________________________________________ > >>>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >>>> > >>>> Download a free sample chapter of RT Essentials from O'Reilly Media > >>>> at http://rtbook.bestpractical.com > >>>> > >>>> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > >>>> San Francisco - Find out more at > >>>> http://bestpractical.com/services/training.html > >>>> > >>>> > >>> > >>> > >>> -- > >>> Best regards, Ruslan. > >>> > >> > >> > >> > >> _______________________________________________ > >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >> > >> Download a free sample chapter of RT Essentials from O'Reilly Media at > >> http://rtbook.bestpractical.com > >> > >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > >> San Francisco - Find out more at > >> http://bestpractical.com/services/training.html > >> > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From rt at vtwireless.com Wed Nov 23 18:57:35 2005 From: rt at vtwireless.com (VTW) Date: Wed, 23 Nov 2005 18:57:35 -0500 Subject: [rt-users] High CPU load on RT 3.4.4, Apache2, Fast_CGI Message-ID: <438501EF.5060307@vtwireless.com> My "standard" config is to run RT in its own user account, with a custom installed perl, and apache. One of my installations is as such: /home/rt/ rt - installed rt local-perl - local perl apache2 - apache2 (see my naming convention yet?) src - the source files This system ran fine under Apache 1.3 w/ mod_perl. I needed to move to Apache 2.0 (for LDAP authentication to work, I couldn't get it running under 1.3). I also switched to Fast_CGI because I could not get mod_perl working properly .. I keep getting perl module errors. As soon as I start apache, or soon thereafter, I get 100% cpu usage from Apache's fast_cgi .. [root at rtserver root]# ps aux | grep rt rt 3820 0.0 0.3 7704 3496 ? S Nov22 0:00 /home/rt/apache2/bin/httpd -k start rt 22960 0.0 0.3 7704 3500 ? S 18:00 0:00 /home/rt/apache2/bin/fcgi- -k start rt 22961 0.0 2.6 29636 27328 ? S 18:00 0:00 /home/rt/local-perl/bin//perl /home/rt/rt/bin/mason_handler.fcgi <<<<<<<<<<<<<<<<<<< rt 22962 0.0 0.3 7704 3608 ? S 18:00 0:00 /home/rt/apache2/bin/httpd -k start rt 22963 0.0 0.3 7704 3608 ? S 18:00 0:00 /home/rt/apache2/bin/httpd -k start rt 22964 0.0 0.3 7704 3608 ? S 18:00 0:00 /home/rt/apache2/bin/httpd -k start rt 22965 0.0 0.3 7704 3608 ? S 18:00 0:00 /home/rt/apache2/bin/httpd -k start rt 22966 0.0 0.3 7704 3608 ? S 18:00 0:00 /home/rt/apache2/bin/httpd -k start root 23239 0.0 0.0 3672 656 pts/0 S 18:54 0:00 grep rt It will never drop to 0% cpu, and my machine always reports 1.0 1.0 1.0 cpu usage. It seems to get slower and slower and slower until I restart Apache (which I am doing every 4 hours at this point). From httpd.conf # ------------------------------------------------------------------------------------------------------------------------ LoadModule fastcgi_module modules/mod_fastcgi.so AddHandler fastcgi-script fcgi FastCgiServer /home/rt/rt/bin/mason_handler.fcgi ScriptAlias /rt /home/rt/rt/bin/mason_handler.fcgi DocumentRoot /home/rt/rt/share/html/ ScriptAlias /rt /home/rt/rt/bin/mason_handler.fcgi RewriteEngine on RewriteRule ^$ /rt [PT,L] RewriteRule ^/$ /rt [PT,L] RewriteRule ^/(.*) /rt/$1 [PT,L] AuthLDAPEnabled on AuthLDAPAuthoritative on AuthName "Please login with your network username and password. Contact ************ with any problems" AuthType Basic AuthLDAPURL ldap://********:389/dc=********,dc=corp?sAMAccountName?sub?(objectclass=*) AuthLDAPBindDN "cn=********,cn=users,dc=******,dc=corp" AuthLDAPBindPassword "**********" require valid-user Satisfy Any allow from all Other than the 100% cpu problem, this config works fine. Does anyone have any ideas what might be causing my 100% cpu load problem? Thanks! From jim1 at cornell.edu Wed Nov 23 19:56:41 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Wed, 23 Nov 2005 19:56:41 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <1132681551.14447.27.camel@moola.futuresource.com> References: <5.2.1.1.2.20051122100647.01efaef8@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell .edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121155211.01615400@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121160721.015a88b8@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051122100647.01efaef8@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20051123195427.0175bf00@postoffice8.mail.cornell.edu> Hi Les, This made sense, thank you. Jennifer At 11/22/2005 12:45 PM, you wrote: >The first error you show: > Table 'Attributes' already exists at > /rt/apps/rt/rt-3.4.4/sbin/rt-setup-database line 205. >looks like you didn't drop the newly created database before loading >the old one. > >-- > Les Mikesell > les at futuresource.com From jim1 at cornell.edu Wed Nov 23 20:01:09 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Wed, 23 Nov 2005 20:01:09 -0500 Subject: [rt-users] Database Upgrade Errors -- Please Help In-Reply-To: <589c94400511221314g3ada9526xd4a1cd069d5aa6a9@mail.gmail.co m> References: <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051121104052.01e9f650@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20051123195648.01694fe0@postoffice8.mail.cornell.edu> Hi Ruslan, Thank you for the steps below. And for the NOTE of caution about breaking the upgrade scripts. Very helpful. I tried this approach on a development server running RH4, and the upgrade scripts ran without errors. Unfortunately, apache is not finding the RT htdocs on that machine, so I haven't been able to test results yet. I will try these steps on the server I'm building for our upgrade next week. They wanted me to test RH4 first. Thank you again, Jennifer At 11/22/2005 04:14 PM, you wrote: >I think you have to do next steps: >1) get new server >2) resolve RT 3.4.4 dependencies on the new server >3) run `configure --...; make install` this will install RT's source code >4) configure RT_SiteConfig >5) dump DB from the old server and restore it on the new with DB's >tool (mysqldump) >6) create mysql user with credentials the same as in RT_SiteConfig >(option $DatabaseUser, $DatabasePass). Use mysql tools for this step. >7) run DB upgrade scripts > >*NOTE:* you don't need to run `make initialize-database` on the new >server from 3.4.4 tarball dir, because this will break upgrade >scripts. From mikep at uclink.berkeley.edu Wed Nov 23 20:49:36 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Wed, 23 Nov 2005 17:49:36 -0800 Subject: [rt-users] requestor, cc and admin cc fields In-Reply-To: <200507261918.j6QJIYGC019028@imap1.mail.vanderbilt.edu> References: <200507261918.j6QJIYGC019028@imap1.mail.vanderbilt.edu> Message-ID: <43851C30.2030702@uclink.berkeley.edu> Ashish, That particular relationship is a bit complicated under the hood. This gives a pretty good idea how it all connects: http://wiki.bestpractical.com/index.cgi?GetReqestorInfoByTicketId If possible it's best to extract that info using API tools instead of mysql commands. Good Luck, Mike Ashish Gupta wrote: > Hi, > > > > I was exploring the MySQL database to find places where the web > interface is fetching specific information. I could not find which > table(s) and columns are the email IDs of the requestor, cc and admin > cc being pulled out for the Tickets. Any helps? > > > > Thanks and regards > > -Ashish Gupta > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > From mike at remc1.org Wed Nov 23 21:09:14 2005 From: mike at remc1.org (Mike Richardson) Date: Wed, 23 Nov 2005 21:09:14 -0500 Subject: [rt-users] CC variable Message-ID: In my script templates, I've found how to list things like subject, que, and owner. What is the variable or syntax for the CC, Admin CC, and watchers? Thanks for a great product! -- ---------------- Michael Richardson Technical Services Manager PO Box 270 CompTIA A+ certified 809 Hecla St (906) 482-4520 office Hancock, MI 49930 (906) 482-5031 fax http://www.remc1.k12.mi.us (906) 370-5911 mobile From ruslan.zakirov at gmail.com Wed Nov 23 21:24:16 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 24 Nov 2005 05:24:16 +0300 Subject: [rt-users] CC variable In-Reply-To: References: Message-ID: <589c94400511231824m48cdeb5du6436d9101a082610@mail.gmail.com> On 11/24/05, Mike Richardson wrote: > In my script templates, I've found how to list things like subject, > que, and owner. What is the variable or syntax for the CC, Admin CC, > and watchers? http://wiki.bestpractical.com/?Template > > Thanks for a great product! -- Best regards, Ruslan. From S.G.Tranter at lboro.ac.uk Thu Nov 24 06:23:26 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 24 Nov 2005 11:23:26 +0000 Subject: [rt-users] Populating custom field with e-mail address of logged in user Message-ID: <4385A2AE.1090307@lboro.ac.uk> Hello Everyone, I have a free form text custom field which I want to populate automatically with the logged in user's e-mail address before ticket creation, i.e. when "New ticket in" is clicked. Similar to the way that the requester field is populated by the logged in user's e-mail address at this stage. In our organisation, the person who enters a ticket is most often not the requester, thereby we need this extra field to know who entered the case. I don't think this is possible via a scrip. Does anyone have any neat way of doing this? Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From ruslan.zakirov at gmail.com Thu Nov 24 08:08:28 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 24 Nov 2005 16:08:28 +0300 Subject: [rt-users] Populating custom field with e-mail address of logged in user In-Reply-To: <4385A2AE.1090307@lboro.ac.uk> References: <4385A2AE.1090307@lboro.ac.uk> Message-ID: <589c94400511240508p3179ec10u49e559c2cdd1b75d@mail.gmail.com> You can hide this field from users who create ticket and use http://wiki.bestpractical.com/index.cgi?DefaultCustomFieldValue to populate value automaticaly. Would this solve your task? Next code (untested) could be used to get properties of the user who created ticket in the scrip: $TicketObj->CreatorObj->EmailAddress; Use it to set default value. On 11/24/05, Stewart Tranter wrote: > Hello Everyone, > > I have a free form text custom field which I want to populate > automatically with the logged in user's e-mail address before ticket > creation, i.e. when "New ticket in" is clicked. Similar to the way > that the requester field is populated by the logged in user's e-mail > address at this stage. In our organisation, the person who enters a > ticket is most often not the requester, thereby we need this extra field > to know who entered the case. > > I don't think this is possible via a scrip. Does anyone have any neat > way of doing this? > > Stewart > ------------------------------------------------ > Stewart Tranter > Computing Services > Loughborough University > > E: s.g.tranter at lboro.ac.uk > W: http://www.lboro.ac.uk/computing/ > T: +44 (0) 1509 223719 > F: +44 (0) 1509 223989 > ------------------------------------------------ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From andreas at vinsander.se Thu Nov 24 09:37:17 2005 From: andreas at vinsander.se (Andreas Vinsander) Date: Thu, 24 Nov 2005 15:37:17 +0100 Subject: [rt-users] High CPU load on RT 3.4.4, Apache2, Fast_CGI In-Reply-To: <438501EF.5060307@vtwireless.com> References: <438501EF.5060307@vtwireless.com> Message-ID: <4385D01D.5090505@vinsander.se> VTW wrote: > > As soon as I start apache, or soon thereafter, I get 100% cpu usage from > Apache's fast_cgi .. > > It will never drop to 0% cpu, and my machine always reports 1.0 1.0 1.0 > cpu usage. It seems to get slower and slower and slower until I restart > Apache (which I am doing every 4 hours at this point). > > Other than the 100% cpu problem, this config works fine. > Does anyone have any ideas what might be causing my 100% cpu load problem? I have RT 3.4.3 using apache2 and fastcgi here that isn't showing any problem. I don't use LDAP at all for this installation. Have you tried to disable LDAP auth just to make sure that isn't causing the 100% CPU usage? Using the gentoo Linux dist with (among others) the following packages: net-www/mod_fastcgi-2.4.2-r1 dev-perl/FCGI-0.67 net-www/apache-2.0.54-r31 www-apps/rt-3.4.3 dev-lang/perl-5.8.6-r6 dev-perl/Params-Validate-0.76 dev-perl/Cache-Cache-1.03 dev-perl/HTML-Mason-1.3101 www-apache/libapreq-1.2-r1 Don't know if that helps... /Andreas From nixon at nsc.liu.se Thu Nov 24 12:22:16 2005 From: nixon at nsc.liu.se (Leif Nixon) Date: Thu, 24 Nov 2005 18:22:16 +0100 Subject: [rt-users] Resolve Ticket with one Click In-Reply-To: <20051111194320.GA7041@mpdtxmail.amd.com> (Travis Campbell's message of "Fri, 11 Nov 2005 13:43:20 -0600") References: <4374DA15.50806@acm.org> <20051111194320.GA7041@mpdtxmail.amd.com> Message-ID: "Travis Campbell" writes: > On Fri, Nov 11, 2005 at 09:51:17AM -0800, Roderick A. Anderson wrote: >> >> Looks to be a customization of the Ticket Display page and a custom action. >> >> Anyone done this? > > Modify Ticket/Elements/Tabs and change the Resolve link so it doesn't > have an Action=Comment associated with it. This doesn't work for me. I copied the Resolve tab to a Quick Resolve tab, where I removed the Action=Comment bit. The link still takes me to the same update page, obviously. However, changing the link to be "Ticket/Display.html?Status=resolved&id=" . $id does seem to work. Anyone see any problem with that solution? -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From noc at kenyaweb.com Thu Nov 24 12:50:25 2005 From: noc at kenyaweb.com (Andrew Kerich) Date: Thu, 24 Nov 2005 20:50:25 +0300 Subject: [rt-users] Configuring Apache help! Message-ID: Hi all, I would like to install RT on my linux box. When i configure Opera i get this error: You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. If you need commercial support, please contact us at sales at bestpractical.com Any help would be appreciated!! -- Using Opera's revolutionary e-mail client: http://www.opera.com/mail/ From maxime.levasseur at b3g-telecom.com Fri Nov 25 05:04:40 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Fri, 25 Nov 2005 11:04:40 +0100 Subject: [rt-users] How many queues can be used ? Message-ID: <4386E1B8.5060007@b3g-telecom.com> Hi to the list, I gonna use a 3.4.4 release + mysql on a linux box for my trouble ticketing activity. I will need a lot of queues ( one per customer ) + a 'global' one. The 'customers' group will be a viewer of the global queue, each member will be notified by mail when a global issue will be opened. Is there any known limitation regarding the number of queues created and used in RT ? Any piece of advise on the subject will be welcome. Best Regards & Merry Christmas Max. From S.G.Tranter at lboro.ac.uk Fri Nov 25 06:07:03 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Fri, 25 Nov 2005 11:07:03 +0000 Subject: [rt-users] Custom field "help" text removal Message-ID: <4386F057.8050003@lboro.ac.uk> Hello, I want to remove the help text that is displayed under custom fields, such as "Enter one value". I have grep'ed for this field and apart from the .po translation files, this phrase appears in /opt/rt3/lib/RT/CustomField_Overlay.pm. Does anyone know if it's safe or advisable to edit this file to remove the text? If not, how can I remove this text? Thanks in advance, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From rmreis at cpqd.com.br Fri Nov 25 06:15:20 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 25 Nov 2005 09:15:20 -0200 Subject: RES: [rt-users] Custom field "help" text removal Message-ID: Yes... you can, but http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT Rodolfo. -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Stewart Tranter Enviada em: sexta-feira, 25 de novembro de 2005 09:07 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Custom field "help" text removal Hello, I want to remove the help text that is displayed under custom fields, such as "Enter one value". I have grep'ed for this field and apart from the .po translation files, this phrase appears in /opt/rt3/lib/RT/CustomField_Overlay.pm. Does anyone know if it's safe or advisable to edit this file to remove the text? If not, how can I remove this text? Thanks in advance, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html From rt_admin at cirrus.pl Fri Nov 25 06:35:43 2005 From: rt_admin at cirrus.pl (=?iso-8859-2?Q?Pawe=B3_W=EAglewski?=) Date: Fri, 25 Nov 2005 12:35:43 +0100 Subject: [rt-users] Not forwarding emails to requestor Message-ID: <1132918543.2366.62.camel@mariusz> Hello. By default, when a CC or 'everyone' replies to a ticket via email this email is forwaded to the requestor. I want to change that behaviour. Recently I found a scrip, that was designed to do this, but somehow it doesn't work. On user defined notify requestor, CC and Admin CC with global template correspondance transaction create . if ($self->TransactionObj->Type eq "Correspond") { $RT::Logger->debug("[DEBUG RZ] Scrip 5: correspondence: from " . $self->TransactionObj->CreatorObj->Name . "\n"); my $msg = $self->TransactionObj->Attachments->First; return 0 unless $msg; if (($msg->GetHeader('From')) and (($msg->GetHeader('To')) or ($msg->GetHeader('Cc')))) { $RT::Logger->debug("[DEBUG RZ] Scrip 5: Seems to be an email comment"); return 0; } else { $RT::Logger->debug("[DEBUG RZ] Scrip 5: Decided to Notify Requestors and Ccs"); return 1; } } return 0; Here is the problem: When a ticket is createt via email, our employee replies to that ticket, this reply is sent to the requestor. And it shold be this way, but when the requesor(or someone else)replies to that reply RT sends back to him a copy of the last correspondance added via web interface. What am I doing wrong? Has anybody encountered this sort of problem? -- Pawe? W?glewski Konsultant d/s Kluczowych Klient?w Cirrus - Aedificaremus Tibi tel.: (058) 530 06 57 mail: pweglewski at cirrus.pl From torsten.brumm at kuehne-nagel.com Fri Nov 25 07:32:13 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Fri, 25 Nov 2005 13:32:13 +0100 Subject: [rt-users] Webrt.css Question In-Reply-To: <1132918543.2366.62.camel@mariusz> Message-ID: <00b701c5f1bc$430c4370$61fd3f0a@dew04041> Hi RT Users, i'm just playing around with the WebRT Css File, so far so good, but there are two things i can't change at this moment. 1. at the RT Header (the Preferences and Logout Links) i'm not able to change the Color, i need a dark blue haeder, and black dosn't look good ;-) 2. The "RT at a Glance" right hand from the Main Menu seams also not covered by the Css File, i can't find a value to change this from white to a different color. Any Ideas or sugestions? Thanks Torsten From nixon at nsc.liu.se Fri Nov 25 10:13:37 2005 From: nixon at nsc.liu.se (Leif Nixon) Date: Fri, 25 Nov 2005 16:13:37 +0100 Subject: [rt-users] There can be only one responder. Or should be. Message-ID: One of the groups that are using our RT server has the following high on their wish list: They want to avoid the situation where two watchers simultaneously reply to a new ticket; only the first answer should go through, the second should bounce. And they want to work chiefly through mail; they don't want to have to take the ticket in the web interface first. The na?ve approach is of course to make sure that only Requestor and Owner has the ReplyToTicket and ModifyTicket rights, but then nobody can reply to a ticket without taking it in the web interface first. Setting up an AutoTake scrip (on correspond an ownerless ticket is assigned to the sender) doesn't help, since the rights are checked before scrips are executed. I'd rather not modify the standard scrips, since I have a lot of queues and it would be awkward to have to copy the standard scrips to every single queue except this one. Any ideas how I could solve this using only queue-level rights and queue-level additional scrips? -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From humberto at nexos.com.br Fri Nov 25 16:07:25 2005 From: humberto at nexos.com.br (humberto at nexos.com.br) Date: Fri, 25 Nov 2005 19:07:25 -0200 (BRST) Subject: [rt-users] Auto calculate time (estimaded, remaining) In-Reply-To: <020e01c5f216$064f9bd0$52c593c3@tiger> References: <43836787.4090608@nexos.com.br> <020e01c5f216$064f9bd0$52c593c3@tiger> Message-ID: <1265.10.1.130.154.1132952845.squirrel@webmail.nexos.com.br> Hi Raed I am a trainee, and I work in infra-structure of my company (decide whate and where buy hardware, suport the staff using linux, updating the servers: freebsd,linux), I had a experience using RT, and I sugested to use RT here, they liked and now I'm the "man of RT". Here RT will feed the data base for other aplications that will read (only read) the tables and make some reports, very little work... Only this, I dont have the JOB of maintaing the ticketing system, i am a trainee wanting to show the boss RT working beautifully. Can someone help-me? > I am really perplexed and just want to know (and I apologise Junior this > is > not directed at you I've seen it far to many times now- just I am in that > frame of mind) > you are saying that you never programmed perl or sql , how did you get the > job in maintaining a ticketing system based on perl and sql .. > I don't mean any offence .. I would like to know the secret so I can get a > job above my skills .. > Roy > ----- Original Message ----- > From: "Humberto Junior" > To: > Sent: Tuesday, November 22, 2005 6:46 PM > Subject: [rt-users] Auto calculate time (estimaded, remaining) > > >> Hi, I am a new RT user and I have 2 tasks to do. >> >> 1) A user creating a ticket, can set the time worked and the time >> remaining, but not the time estimated (by default), I want to set the >> time estimated = the first time remaining + the first time worked. >> >> and >> >> 2) When a user insert a "time worked" on a comment or reply, I want to >> decrement the time remaining (time remaining = Time estimated - Total >> Time worked) >> >> The number 1 ocurs only on a ticket creation and number 2 every entry of >> a time worked. >> >> I never programmed in perl or sql, so I can not risk doing my first >> codes in my RT-database. >> >> Could someone help-me showing how I can do that, where can I learn, and >> some samples of codes. >> >> Do I solve this problem in command-line or in the web-interface of RT? >> >> PS. I?m using rt 3.2 + apache1 + postgress >> >> Thanks in advance >> > > > ---------------------------------------------------------------------------- > ---- > > >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com >> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at > http://bestpractical.com/services/training.html > > > From telemole at gmail.com Fri Nov 25 18:26:03 2005 From: telemole at gmail.com (TeleMole) Date: Fri, 25 Nov 2005 18:26:03 -0500 Subject: [rt-users] LDAP authentication.. Message-ID: Hi all, This is my first post to the list - and I have had a good general look around - but couldn't find the answers I was after. I am a new administrator of RT and will be implementing it for our corporate helpdesk along with a few other departments to handle various requests. We run a Novell Netware tree and have LDAP servers runnning there. I have been able to successfully use ldap to authenticate users to access the rt web server - but not to the RT application. example : user 'sdaniels' exists in both the tree (as sdaniels.people.ourcompany) and 'sdaneils' exists in RT (having been manually created) but when i turn on ldap authentication to the RT app (setting WebExternalAuth to 1) i am not loggin in successfully to RT. I then decided to set WebExternalAuto to 1 to see just who exactly was authinticating according to LDAP :) The result was the creation of a user called 'cn=sdaniels,ou=people,o=ourcompany' I am hoping someone has already encountered and conquered this before, as I am admittedly a little out of my depth. If I can get LDAP authentication working - ie - just the user name being created or passed, what happens when people email requests in? Is there a way to strip the '@ourcompany.com' off the user name upon autocreation of the account? Sorry for all the questions, I look forward to any advice you all may have - and will appreciate comments/suggestions. cheers, Sean Daniels Senior Systems Administrator Trent University IT Peterborough Ontario Canada telemole at gmail.com or sdaniels at trentu.ca From webber.han at infopower.com.tw Sat Nov 26 12:04:32 2005 From: webber.han at infopower.com.tw (webber.han at infopower.com.tw) Date: Sun, 27 Nov 2005 01:04:32 +0800 Subject: [rt-users] Autoreply: RT-Users Digest, Vol 20, Issue 80 Message-ID: For the annual leave, Webber Han will be out of the office from Nov.27th to Nov.29th. For urgent matters, please contact Roger Lai by phone on 02-26558278 ext 313. Thank you very much! From todd at chaka.net Sat Nov 26 18:46:40 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 26 Nov 2005 18:46:40 -0500 Subject: [rt-users] There can be only one responder. Or should be. In-Reply-To: References: Message-ID: <20051126234640.GC14146@chaka.net> On Fri, Nov 25, 2005 at 04:13:37PM +0100, Leif Nixon wrote: > One of the groups that are using our RT server has the following high > on their wish list: They want to avoid the situation where two > watchers simultaneously reply to a new ticket; only the first answer > should go through, the second should bounce. And they want to work > chiefly through mail; they don't want to have to take the ticket in > the web interface first. > > The na?ve approach is of course to make sure that only Requestor and > Owner has the ReplyToTicket and ModifyTicket rights, but then nobody > can reply to a ticket without taking it in the web interface first. > Setting up an AutoTake scrip (on correspond an ownerless ticket is > assigned to the sender) doesn't help, since the rights are checked > before scrips are executed. > > I'd rather not modify the standard scrips, since I have a lot of > queues and it would be awkward to have to copy the standard scrips to > every single queue except this one. > > Any ideas how I could solve this using only queue-level rights and > queue-level additional scrips? > As always, there a a number of ways to accomplish this. One way may be to create a scrip that removes the other watcher when the first watcher replies. That only works if the watcher that is removed shouldn't get Cc'd for further e-mails about the ticket. -Todd From todd at chaka.net Sat Nov 26 18:48:59 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 26 Nov 2005 18:48:59 -0500 Subject: [rt-users] Populating custom field with e-mail address of logged in user In-Reply-To: <4385A2AE.1090307@lboro.ac.uk> References: <4385A2AE.1090307@lboro.ac.uk> Message-ID: <20051126234859.GD14146@chaka.net> On Thu, Nov 24, 2005 at 11:23:26AM +0000, Stewart Tranter wrote: > Hello Everyone, > > I have a free form text custom field which I want to populate > automatically with the logged in user's e-mail address before ticket > creation, i.e. when "New ticket in" is clicked. Similar to the way > that the requester field is populated by the logged in user's e-mail > address at this stage. In our organisation, the person who enters a > ticket is most often not the requester, thereby we need this extra field > to know who entered the case. > > I don't think this is possible via a scrip. Does anyone have any neat > way of doing this? > The person who created the ticket is already stored. You could write a Scrip that fills in a custom field with the e-mail address of that person. -Todd From onkars at wolfram.com Sat Nov 26 20:19:29 2005 From: onkars at wolfram.com (Onkar Singh) Date: Sat, 26 Nov 2005 19:19:29 -0600 Subject: [rt-users] Setting up an automated Interim response Message-ID: <438909A1.90001@wolfram.com> Hello, I am pretty new to RT and am still in the learning process. I want to set up a feature such that when a ticket is 10 days old, an automated response will be sent to the requestor saying that the issue is being looked at. Any suggestions regarding how to do this? Thanks a lot in advance -ods From nixon at nsc.liu.se Sun Nov 27 06:28:00 2005 From: nixon at nsc.liu.se (Leif Nixon) Date: Sun, 27 Nov 2005 12:28:00 +0100 Subject: [rt-users] There can be only one responder. Or should be. In-Reply-To: <20051126234640.GC14146@chaka.net> (Todd Chapman's message of "Sat, 26 Nov 2005 18:46:40 -0500") References: <20051126234640.GC14146@chaka.net> Message-ID: Todd Chapman writes: > On Fri, Nov 25, 2005 at 04:13:37PM +0100, Leif Nixon wrote: >> One of the groups that are using our RT server has the following high >> on their wish list: They want to avoid the situation where two >> watchers simultaneously reply to a new ticket; only the first answer >> should go through, the second should bounce. And they want to work >> chiefly through mail; they don't want to have to take the ticket in >> the web interface first. >> [...] > > As always, there a a number of ways to accomplish this. One > way may be to create a scrip that removes the other watcher > when the first watcher replies. That only works if the watcher > that is removed shouldn't get Cc'd for further e-mails about > the ticket. Hm, yes, you can play tricks like that, of course. Hadn't thought about that possibility. In this case, everybody should still get cc:ed, but perhaps I can do something like moving everybody else from AdminCc to Cc. Thanks for the suggestion, I'll think a bit more about this. -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From todd at chaka.net Sun Nov 27 10:42:08 2005 From: todd at chaka.net (Todd Chapman) Date: Sun, 27 Nov 2005 10:42:08 -0500 Subject: [rt-users] Setting up an automated Interim response In-Reply-To: <438909A1.90001@wolfram.com> References: <438909A1.90001@wolfram.com> Message-ID: <20051127154208.GE14146@chaka.net> On Sat, Nov 26, 2005 at 07:19:29PM -0600, Onkar Singh wrote: > Hello, > > I am pretty new to RT and am still in the learning process. > > I want to set up a feature such that when a ticket is 10 days old, an > automated response will be sent to the requestor saying that the issue > is being looked at. > > Any suggestions regarding how to do this? > > Thanks a lot in advance > -ods I would write a Perl script that uses the RT API to find tickets older than 10 days and then uses the Ticket::Correspond method. To make sure this doesn't happen more than once to a ticket I would set an attribute on the ticket that can be checked by the script. You said you are new to RT. How is your OO Perl? -Todd From webber.han at infopower.com.tw Sun Nov 27 12:04:21 2005 From: webber.han at infopower.com.tw (webber.han at infopower.com.tw) Date: Mon, 28 Nov 2005 01:04:21 +0800 Subject: [rt-users] Autoreply: RT-Users Digest, Vol 20, Issue 81 Message-ID: For the annual leave, Webber Han will be out of the office from Nov.27th to Nov.29th. For urgent matters, please contact Roger Lai by phone on 02-26558278 ext 313. Thank you very much! From onkars at wolfram.com Sun Nov 27 14:45:59 2005 From: onkars at wolfram.com (Onkar Singh) Date: Sun, 27 Nov 2005 13:45:59 -0600 (CST) Subject: [rt-users] Setting up an automated Interim response In-Reply-To: <20051127154208.GE14146@chaka.net> References: <438909A1.90001@wolfram.com> <20051127154208.GE14146@chaka.net> Message-ID: <2159.12.208.3.205.1133120759.squirrel@webmail.wolfram.com> Hi Todd, Thanks for your reply. I am conversant Perl scripts, but have not used them in a while. Thanks for your tip - I will go the route you suggested. However, if you can give some more specifics about this, that will be helpful. Otherwise, I will dig into this further. Thanks, Onkar > On Sat, Nov 26, 2005 at 07:19:29PM -0600, Onkar Singh wrote: >> Hello, >> >> I am pretty new to RT and am still in the learning process. >> >> I want to set up a feature such that when a ticket is 10 days old, an >> automated response will be sent to the requestor saying that the issue >> is being looked at. >> >> Any suggestions regarding how to do this? >> >> Thanks a lot in advance >> -ods > > I would write a Perl script that uses the RT API to find > tickets older than 10 days and then uses the Ticket::Correspond > method. To make sure this doesn't happen more than once to > a ticket I would set an attribute on the ticket that can be > checked by the script. > > You said you are new to RT. How is your OO Perl? > > -Todd > From rt at nu.org Sun Nov 27 21:43:54 2005 From: rt at nu.org (Christopher Vance) Date: Mon, 28 Nov 2005 13:43:54 +1100 Subject: [rt-users] OpenBSD Message-ID: <20051128024354.GC28660@nu.org> Those of you using RT on OpenBSD - are you using a port or did/do you just install manually? Any OpenBSD-specific gotchas on installation? -- Christopher Vance From jpiszcz at servervault.com Mon Nov 28 08:19:07 2005 From: jpiszcz at servervault.com (Piszcz, Justin) Date: Mon, 28 Nov 2005 08:19:07 -0500 Subject: [rt-users] Every user who sends a ticket to RT gets "added" to the DB? Message-ID: Does anyone know how to deal with this-particularly when dealing with spam? When I load a ticket, the top half loads quickly, but when the part loads concerning who I assign it to, it pauses for 5-10 seconds. I've been told each time a user e-mails RT, RT creates a new user for that e-mail address. This is great, except when probably 98% of the users are spam. Any ideas how to fix this? Justin. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers at memory.blank.org Mon Nov 28 09:19:06 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Mon, 28 Nov 2005 09:19:06 -0500 Subject: [rt-users] LDAP authentication.. In-Reply-To: References: Message-ID: <20051128141905.GW45336@blank.org> In the immortal words of TeleMole (telemole at gmail.com): > > We run a Novell Netware tree and have LDAP servers runnning there. I > have been able to successfully use ldap to authenticate users to > access the rt web server - but not to the RT application. > > example : user 'sdaniels' exists in both the tree (as > sdaniels.people.ourcompany) and 'sdaneils' exists in RT (having been > manually created) but when i turn on ldap authentication to the RT app > (setting WebExternalAuth to 1) i am not loggin in successfully to RT. > > I then decided to set WebExternalAuto to 1 to see just who exactly was > authinticating according to LDAP :) > > The result was the creation of a user called > 'cn=sdaniels,ou=people,o=ourcompany' > > I am hoping someone has already encountered and conquered this before, > as I am admittedly a little out of my depth. > > If I can get LDAP authentication working - ie - just the user name > being created or passed, what happens when people email requests in? > Is there a way to strip the '@ourcompany.com' off the user name upon > autocreation of the account? Although it's windows-centric, you may find the information here to be a good starting point: http://blank.org/memory/output/rt-ad-sso.html Obviously the bits about mod_ntlm aren't relevant, but if you mentally map the ntlm auth bits to ldap auth, the rest of it should apply pretty cleanly. -n ------------------------------------------------------------ "Zombies are the liberal nightmare. Here you have the masses, whom you would love to love, appearing at your front door and their faces falling off; and you're trying to be as humane as you possibly can, but they are, after all, eating the cat. And the fear of mass activity, of mindlessness on a national scale, underlies my fear of zombies.' (--Clive Barker) ---------------------------------------------------- From vivek at khera.org Mon Nov 28 10:38:48 2005 From: vivek at khera.org (Vivek Khera) Date: Mon, 28 Nov 2005 10:38:48 -0500 Subject: [rt-users] closing the bounce loop. Message-ID: I've scanned for possible solutions to this in the Wiki, but have not found anything. Basically, I want to close the bounce-mail loop for new tickets. That is, some fool with broken email sends a request for some help, but the reply bounces. I want that bounce to be recorded with the original ticket. Is there a bounce processor script for RT that will scan through bounced email looking for the proper ticket identifier and hook it up right? From rt_ns at yahoo.com Mon Nov 28 11:06:28 2005 From: rt_ns at yahoo.com (RT NS) Date: Mon, 28 Nov 2005 08:06:28 -0800 (PST) Subject: [rt-users] RT 3.0.9: Mason_handler.fcgi fails Message-ID: <20051128160628.21240.qmail@web32504.mail.mud.yahoo.com> Hi everyone, I'm trying to get RT working on our new server. It is currently throwing out a HTTP 500 internal server error message. Looking at the error log, I noticed this, but I don?t know how to resolve the issue: [28/Nov/2005:09:58:43] failure ( 6044): for host 10.173.33.90 trying to GET /helpdesk/index.html, responder-fastcgi reports: FCGI1015: execution of /opt/web/intranet.netsol.com/helpdesk/bin/mason_handler.fcgi failed [28/Nov/2005:09:58:43] failure ( 6044): for host 10.173.33.90 trying to GET /helpdesk/index.html, responder-fastcgi reports: FCGI1073: Unable to service the request even after trying 0 times Does anyone know how to resolve this issue? I've tried googling & looking at the Best Practical website with no results. Many thanks! James --------------------------------- Yahoo! Music Unlimited - Access over 1 million songs. Try it free. -------------- next part -------------- An HTML attachment was scrubbed... URL: From telemole at gmail.com Mon Nov 28 11:34:49 2005 From: telemole at gmail.com (TeleMole) Date: Mon, 28 Nov 2005 11:34:49 -0500 Subject: [rt-users] LDAP authentication.. In-Reply-To: <20051128141905.GW45336@blank.org> References: <20051128141905.GW45336@blank.org> Message-ID: I went through the guide as suggested - set as many of the variables as well as I could - but when I start Apache now - I get the following errors in errlog: Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 69. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 69. Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 73. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm line 73. Compilation failed in require at /opt/rt3/lib/RT.pm line 49. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49. Compilation failed in require at /opt/rt3/bin/webmux.pl line 66. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 66. Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 52. [Mon Nov 28 11:30:26 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" (pid 27092) terminated by calling exit with status '2' I'm really not sure where to go from here - any help is greatly appreciated - I really need this functionality for the project to be a go... Cheers and thanks for your help so far! Sean On 11/28/05, Nathan J. Mehl wrote: > In the immortal words of TeleMole (telemole at gmail.com): > > > > We run a Novell Netware tree and have LDAP servers runnning there. I > > have been able to successfully use ldap to authenticate users to > > access the rt web server - but not to the RT application. > > > > example : user 'sdaniels' exists in both the tree (as > > sdaniels.people.ourcompany) and 'sdaneils' exists in RT (having been > > manually created) but when i turn on ldap authentication to the RT app > > (setting WebExternalAuth to 1) i am not loggin in successfully to RT. > > > > I then decided to set WebExternalAuto to 1 to see just who exactly was > > authinticating according to LDAP :) > > > > The result was the creation of a user called > > 'cn=sdaniels,ou=people,o=ourcompany' > > > > I am hoping someone has already encountered and conquered this before, > > as I am admittedly a little out of my depth. > > > > If I can get LDAP authentication working - ie - just the user name > > being created or passed, what happens when people email requests in? > > Is there a way to strip the '@ourcompany.com' off the user name upon > > autocreation of the account? > > Although it's windows-centric, you may find the information here to be > a good starting point: > > http://blank.org/memory/output/rt-ad-sso.html > > Obviously the bits about mod_ntlm aren't relevant, but if you mentally > map the ntlm auth bits to ldap auth, the rest of it should apply > pretty cleanly. > > -n > > ------------------------------------------------------------ > "Zombies are the liberal nightmare. Here you have the masses, whom you would > love to love, appearing at your front door and their faces falling off; and > you're trying to be as humane as you possibly can, but they are, after all, > eating the cat. And the fear of mass activity, of mindlessness on a national > scale, underlies my fear of zombies.' (--Clive Barker) > ---------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > From murphy at genome.chop.edu Mon Nov 28 11:53:22 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 28 Nov 2005 11:53:22 -0500 Subject: [rt-users] Performance with many attachments and transactions Message-ID: <438B3602.6060205@genome.chop.edu> On Thu Nov 17 16:07:51 EST 2005, Jesse Vincent wrote: > On Thu, Nov 17, 2005 at 04:05:50PM -0500, Vivek Khera wrote: >> On Nov 17, 2005, at 12:07 PM, Kevin Murphy wrote: >> >> >There are 433 separate database queries made in the course of >> >loading this ticket, whose cumulative time (as measured in the >> >postgresql log file) is just 1.19 seconds, but the entire load >> >takes 13-14 seconds >> >> Did you also measure the time to transfer the bits from the Pg server >> to the web server? That may also be a bottleneck. I can literally >> see the delay in painting the page when RT encounters a large >> attachment only to report a link with the size of the attachment. > > Uh. It shouldn't be doing that with a modern version of RT. (If it is, > we're missing a ->columns() somewhere. Oh ho: in my case, Vivek is right. The file attachments seem to be sent to RT from the database even when they are not displayed. I just ran tcpdump on the PostgreSQL socket held by standalone_httpd, and the total amount of traffic on that port was 755kb. The sum of the sizes of the attachments on this ticket is 620kb. Also, I can see text from some of the non-displayed text attachments in the tcpdump packet output. Not that it matters, but 154kb of the attachments are from binary files, the remaining 466kb are from .txt or .html files. The generated HTML is 116kb. MaxInlineBody is set to 10000, which excludes all but 18.2kb of the attachments from being displayed. Possibly relevant: I must confess that I've made the following customization to ShowTransactionAttachments, which prevents any of the file attachments from being displayed: if ( $message->ContentType =~ m{^(text|message)}i && !$message->Filename # <== prevent any file attachment from being displayed in-line && $size <= $RT::MaxInlineBody ) I'm using RT 3.4.4, PG 8.0.4, DBIx::SearchBuilder v1.35. Other than the above customization, I have made only 3 or 4 cosmetic customizations of stock RT source files. Assuming that my change above doesn't inadvertently drag file contents over ... could this somehow be a postgresql-specific problem? Can somebody else who uses postgresql see if they have this problem also? I'll try to debug this, but I'm not familiar with RT internals, so I may be a bit slow (and unfortunately I can't get the Perl profiler and debugger to work with standalone_httpd on my platform: Mac OS X 10.4.3, Perl 5.8.7 from source). Thanks, Kevin Murphy From fmml at cedval.org Mon Nov 28 11:54:58 2005 From: fmml at cedval.org (Francois Meehan) Date: Mon, 28 Nov 2005 11:54:58 -0500 (EST) Subject: [rt-users] Sessions table growing up... Message-ID: <55632.207.164.28.14.1133196898.squirrel@whoami7.cedval.org> Hi all, We have installed an instance of RT 3.4.4 on a Centos 4.1 box using Fast CGI on a MySQL 4.1.12 server. I have only 2 or 3 users using RT on that box, very light load. The sessions table is growing fast, after -more less- 3 weeks there is now 590,000 records, for almost 1 gig of space. It is currently growing at a rate of 950 records per hours. I have found the script to delete session records that are older than a day and will run it everyday with cron, but I was wondering what might cause all these sessions, is there a way to know? Regards, Francois Meehan From rfh at pipex.net Mon Nov 28 12:00:36 2005 From: rfh at pipex.net (Raed El - Hames) Date: Mon, 28 Nov 2005 17:00:36 +0000 Subject: [rt-users] Sessions table growing up... In-Reply-To: <55632.207.164.28.14.1133196898.squirrel@whoami7.cedval.org> References: <55632.207.164.28.14.1133196898.squirrel@whoami7.cedval.org> Message-ID: <438B37B4.8060606@pipex.net> Do you have any scripts that auto-login to your system ?? Roy Francois Meehan wrote: >Hi all, > >We have installed an instance of RT 3.4.4 on a Centos 4.1 box using Fast >CGI on a MySQL 4.1.12 server. > >I have only 2 or 3 users using RT on that box, very light load. > >The sessions table is growing fast, after -more less- 3 weeks there is now >590,000 records, for almost 1 gig of space. > >It is currently growing at a rate of 950 records per hours. > >I have found the script to delete session records that are older than a >day and will run it everyday with cron, but I was wondering what might >cause all these sessions, is there a way to know? > > >Regards, > > >Francois Meehan > > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > >WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >San Francisco - Find out more at http://bestpractical.com/services/training.html > > > From sturner at MIT.EDU Mon Nov 28 12:12:28 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 28 Nov 2005 12:12:28 -0500 Subject: [rt-users] Every user who sends a ticket to RT gets "added" to the DB? In-Reply-To: References: Message-ID: <6.2.1.2.2.20051128121038.031db860@po14.mit.edu> At Monday 11/28/2005 08:19 AM, Piszcz, Justin wrote: >Does anyone know how to deal with this?particularly when dealing with spam? >When I load a ticket, the top half loads quickly, but when the part loads >concerning who I assign it to, it pauses for 5-10 seconds. >I?ve been told each time a user e-mails RT, RT creates a new user for that >e-mail address. >This is great, except when probably 98% of the users are spam. > >Any ideas how to fix this? > >Justin. Probably best to implement a spam filter to get rid of the spam before it hits RT. Note that this may not be the reason for your ticket display pausing. Steve From mikef at ack.Berkeley.EDU Mon Nov 28 12:16:16 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Mon, 28 Nov 2005 09:16:16 -0800 (PST) Subject: [rt-users] Ticket missing from database Message-ID: <20051128090422.P52012@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've just put RT 3.4.2 into production and have noticed something interesting. One of the tickets that had been created earlier is no longer in the database! At least it can't be accessed via RT. Yet other tickets with higher numbers are there. I have not done anything directly against the (MySQL) database (such as run RTShredder) that would have removed the ticket. Any idea how this can occur? It's possible that the ticket was marked with status 'deleted', but it shouldn't be gone from the database. As it happens, this messes up one of my perl scripts, that displays all tickets with status 'deleted' in a range of ticket numbers, but stops as soon as a ticket can't be loaded, on the assumption that this means I've passed the largest ticket number currently in RT. It would be nice if I could continue to rely on that assumption, at least as long as I don't intentionally remove tickets from the database. Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA+AwUBQ4s7Y60bf1iNr4mCEQLOngCYgGRS87I8yLEx0BCU6qxF6tJV5wCgz1lI I5m6Wk3F8kUs5f18V2W1U2k= =xPZD -----END PGP SIGNATURE----- From murphy at genome.chop.edu Mon Nov 28 13:00:59 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 28 Nov 2005 13:00:59 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <438B3602.6060205@genome.chop.edu> References: <438B3602.6060205@genome.chop.edu> Message-ID: <438B45DB.50204@genome.chop.edu> Kevin Murphy wrote: > In my case, Vivek is right. The file attachments seem to be sent to > RT from the database even when they are not displayed. Looking at the database log, I can see that it is only the text/plain or text attachments whose content is automatically queried by RT. The content of binary files is not automatically fetched: SELECT DISTINCT main.id AS id, main.filename, main.Content AS content, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.ContentEncoding AS contentencoding FROM Attachments main, Transactions Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = '1717')) AND ((Transactions_1.ObjectId = Tickets_2.id)) AND ((Transactions_1.ObjectType = 'RT::Ticket')) AND ((main.ContentType = 'text/plain') or (main.ContentType LIKE 'message/%') or (main.ContentType = 'text')) AND ((main.TransactionId = Transactions_1.id)); For my users, it makes sense never to display the contents of named file attachments unless the user requests one by accessing the content link for an attachment. And of course, if attachment content is not displayed, it should really not be fetched from the database. RT's above database behavior seems to reflect its historical preference for displaying all text/plain and text file attachments in-line (a preference that I don't think makes much sense -- why should textual file attachments be treated any differently than binary?) I guess this is not an issue for most people, because most users of RT deal mostly in binary file attachments. However, we are a bioinformatics research lab, and we deal in a lot of large tab-delimited and other text files. I try to educate my users to only upload compressed versions of text files (which is also preferable for other reasons), but I'd rather see RT modified to not fetch content if it knows that it doesn't need to display it. Thanks, Kevin Murphy From bfdi533 at cbacc-security3.mccombs.utexas.edu Mon Nov 28 13:02:24 2005 From: bfdi533 at cbacc-security3.mccombs.utexas.edu (Ed Davison) Date: Mon, 28 Nov 2005 12:02:24 -0600 Subject: [rt-users] returned mail creating new tickets In-Reply-To: References: Message-ID: <1133200944.18133.2.camel@cbacc-security3.mccombs.utexas.edu> I have my RT set up to send a password to a user who creates a ticket for the first time so they can login and review/work on their tickets. What is happening now is that I have some SPAM coming through creating tickets. This is not generally a problem as I just reject the ticket in RT. However, they are also now causing bounced email notifications to get back to the RT email address they originated from causing a new ticket to be created for the bounced email. Any thoughts/ideas on how to prevent this? Either to stop the bounced email from creating a new ticket or to keep the email from being sent to a bad/non-existent email address to begin with? -- -------------------------- Ed Davison Sr. Systems Analyst McCombs School of Business 512-232-6620 voice From jeff at voskamp.ca Mon Nov 28 12:59:24 2005 From: jeff at voskamp.ca (Jeff Voskamp) Date: Mon, 28 Nov 2005 12:59:24 -0500 Subject: [rt-users] What ever happened to the WAP version? Message-ID: <20051128175924.GA18044@thor.voskamp.ca> I'm using RT 3.4.4 at work (and 3.5.5 at home) - they're really nice, but when browsing they are killing my cellphone. :-( There's an ancient version of waprt on the download site, but has there been anything recently? Jeff Voskamp From jesse at bestpractical.com Mon Nov 28 13:13:55 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Nov 2005 13:13:55 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <438B45DB.50204@genome.chop.edu> References: <438B3602.6060205@genome.chop.edu> <438B45DB.50204@genome.chop.edu> Message-ID: <20051128181355.GJ9217@bestpractical.com> > For my users, it makes sense never to display the contents of named file > attachments unless the user requests one by accessing the content link > for an attachment. And of course, if attachment content is not > displayed, it should really not be fetched from the database. RT's > above database behavior seems to reflect its historical preference for > displaying all text/plain and text file attachments in-line (a > preference that I don't think makes much sense -- why should textual > file attachments be treated any differently than binary?) Seams reasonable enough. I've created a ticket for this one, but it'll likely get fixed a lot faster if someone steps up with a patch. Jesse > > I guess this is not an issue for most people, because most users of RT > deal mostly in binary file attachments. > However, we are a bioinformatics research lab, and we deal in a lot of > large tab-delimited and other text files. > > I try to educate my users to only upload compressed versions of text > files (which is also preferable for other reasons), but I'd rather see > RT modified to not fetch content if it knows that it doesn't need to > display it. > > Thanks, > Kevin Murphy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > -- From sturner at MIT.EDU Mon Nov 28 15:03:42 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 28 Nov 2005 15:03:42 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <20051128181355.GJ9217@bestpractical.com> References: <438B3602.6060205@genome.chop.edu> <438B45DB.50204@genome.chop.edu> <20051128181355.GJ9217@bestpractical.com> Message-ID: <6.2.1.2.2.20051128145715.03246c80@po14.mit.edu> At Monday 11/28/2005 01:13 PM, Jesse Vincent wrote: >Seams reasonable enough. I've created a ticket for this one, but it'll >likely get fixed a lot faster if someone steps up with a patch. > >Jesse Can you clarify the requirements? It seems like there are all kinds of conditions on whether to display an attachment or not that would be difficult to cram into a single database query. What would be relatively simple though (I think), is to add a "size less than MaxInlineBody" limit to the query that gets text attachments. Would that be enough? Thanks, Steve From jesse at bestpractical.com Mon Nov 28 15:06:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Nov 2005 15:06:53 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <6.2.1.2.2.20051128145715.03246c80@po14.mit.edu> References: <438B3602.6060205@genome.chop.edu> <438B45DB.50204@genome.chop.edu> <20051128181355.GJ9217@bestpractical.com> <6.2.1.2.2.20051128145715.03246c80@po14.mit.edu> Message-ID: <20051128200653.GN9217@bestpractical.com> On Mon, Nov 28, 2005 at 03:03:42PM -0500, Stephen Turner wrote: > At Monday 11/28/2005 01:13 PM, Jesse Vincent wrote: > > > >Seams reasonable enough. I've created a ticket for this one, but it'll > >likely get fixed a lot faster if someone steps up with a patch. > > > >Jesse > > Can you clarify the requirements? It seems like there are all kinds of > conditions on whether to display an attachment or not that would be > difficult to cram into a single database query. > What would be relatively simple though (I think), is to add a "size less > than MaxInlineBody" limit to the query that gets text attachments. Would > that be enough? That was along the lines of what I was thinking. Though I have a nagging feeling that soem database or other is going to turn this into an even slower query, possibly by taking the attachments out of the database, normalizing them to utf-7, counting the bits in each and then summing the bits using a stored procedure coded in TCL. > > Thanks, > Steve > -- From kfh at mqsoftware.com Mon Nov 28 15:09:53 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 28 Nov 2005 14:09:53 -0600 Subject: [rt-users] quick RTx question Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAD8E@mailservermn.mqsoftware.com> Ok, so I've just about got a version of Statistics that installs via RTx, but I've got a little problem.... Al the Statistics files had a "use Statistics;" at their top, that loaded Statistics.pm from /opt/rt3/local/lib/Statistics.pm. But, now, Statistics.pm is in /opt/rt3/local/lib/RTx/Statistics.pm and the use clause can't find it. I suppose I could muck around with LIB, but that doesn't seem a very clean solution. So, what do I have to do to get this working? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From telemole at gmail.com Mon Nov 28 15:22:42 2005 From: telemole at gmail.com (TeleMole) Date: Mon, 28 Nov 2005 15:22:42 -0500 Subject: [rt-users] LDAP authentication.. In-Reply-To: References: <20051128141905.GW45336@blank.org> Message-ID: ok - apologies for my last post - I discovered those errors were simply due to my missing a critical step and not have Net::LDAP installed. That is recitified - now the only success I am having is getting as far as attemtping to authenticate to the webserver - entering credentials in the window - then getting a failure message - my web log shows the following : Mon Nov 28 15:15:33 2005] [error] [client 192.75.12.248] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Nov 28 20:15:33 2005] [critical]: IsLdapPassword: Cannot bind to LDAP: retval= 48 LDAP_INAPPROPRIATE_AUTH (/opt/rt3/lib/RT/User_Local.pm:382) I am guessing that I am not configuring the settings for LDAP in my RT_SiteConfig properly - and I just don't know enough to know which value might be wrong... here's what I have there - with some privacy stuff renamed - can anyone offer assistance? We run a Novell LDAP server, and I have successfully enabled the LDAP authentication to the web server - just RT I need to get working now... I was guessing at filling in these values - can anyone check my work? may thanks.. RT_SiteConfig contains this info for LDAP support: Set($WebExternalAuth , '1'); Set($WebFallbackToInternalAuth , '1'); Set($WebExternalGecos , undef); Set($WebExternalAuto , '1'); Set($LDAPExternalAuth, '1'); # Enable LDAP auth Set($LdapServer, "myldapserver.domain.ca"); #Set($LdapCAFile, undef); Set($LdapUser, 'cn=ldap_proxy,o=ourcorp'); #Set($LdapPass, ''); #Set($LdapAuthStartTLS, '1'); # Need to use TLS or ldaps to check passwords #Set($LdapAuthBase, "o=ourcorp"); Set($LdapAuthUidAttr, 'cn'); #Set($LdapAuthFilter, '(objectClass=user)'); #Set($LdapMailBase, 'cn=Users,dc=ourcorp,dc=ca'); #Set($LdapMailFilter, '(objectClass=user)'); Set($LdapMailScope, 'sub'); Set($LdapMailSearchAttr, 'mail'); %RT::LdapMailResultMap = ( 'cn' => 'Name', 'mail' => 'EmailAddress', 'cn' => 'RealName', ); On 11/28/05, TeleMole wrote: > I went through the guide as suggested - set as many of the variables > as well as I could - but when I start Apache now - I get the following > errors in errlog: > > > Compilation failed in require at /opt/rt3/lib/RT/Record.pm line 69. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/Record.pm line 69. > Compilation failed in require at /opt/rt3/lib/RT/CurrentUser.pm line 73. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT/CurrentUser.pm line 73. > Compilation failed in require at /opt/rt3/lib/RT.pm line 49. > BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 49. > Compilation failed in require at /opt/rt3/bin/webmux.pl line 66. > BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 66. > Compilation failed in require at /opt/rt3/bin/mason_handler.fcgi line 52. > [Mon Nov 28 11:30:26 2005] [warn] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" (pid 27092) terminated by calling > exit with status '2' > > I'm really not sure where to go from here - any help is greatly > appreciated - I really need this functionality for the project to be a > go... > > Cheers and thanks for your help so far! > Sean > > > > On 11/28/05, Nathan J. Mehl wrote: > > In the immortal words of TeleMole (telemole at gmail.com): > > > > > > We run a Novell Netware tree and have LDAP servers runnning there. I > > > have been able to successfully use ldap to authenticate users to > > > access the rt web server - but not to the RT application. > > > > > > example : user 'sdaniels' exists in both the tree (as > > > sdaniels.people.ourcompany) and 'sdaneils' exists in RT (having been > > > manually created) but when i turn on ldap authentication to the RT app > > > (setting WebExternalAuth to 1) i am not loggin in successfully to RT. > > > > > > I then decided to set WebExternalAuto to 1 to see just who exactly was > > > authinticating according to LDAP :) > > > > > > The result was the creation of a user called > > > 'cn=sdaniels,ou=people,o=ourcompany' > > > > > > I am hoping someone has already encountered and conquered this before, > > > as I am admittedly a little out of my depth. > > > > > > If I can get LDAP authentication working - ie - just the user name > > > being created or passed, what happens when people email requests in? > > > Is there a way to strip the '@ourcompany.com' off the user name upon > > > autocreation of the account? > > > > Although it's windows-centric, you may find the information here to be > > a good starting point: > > > > http://blank.org/memory/output/rt-ad-sso.html > > > > Obviously the bits about mod_ntlm aren't relevant, but if you mentally > > map the ntlm auth bits to ldap auth, the rest of it should apply > > pretty cleanly. > > > > -n > > > > ------------------------------------------------------------ > > "Zombies are the liberal nightmare. Here you have the masses, whom you would > > love to love, appearing at your front door and their faces falling off; and > > you're trying to be as humane as you possibly can, but they are, after all, > > eating the cat. And the fear of mass activity, of mindlessness on a national > > scale, underlies my fear of zombies.' (--Clive Barker) > > ---------------------------------------------------- > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > > San Francisco - Find out more at http://bestpractical.com/services/training.html > > > From todd at chaka.net Mon Nov 28 15:57:04 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 28 Nov 2005 15:57:04 -0500 Subject: [rt-users] quick RTx question In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAD8E@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAD8E@mailservermn.mqsoftware.com> Message-ID: <20051128205704.GF14146@chaka.net> On Mon, Nov 28, 2005 at 02:09:53PM -0600, Kelly F. Hickel wrote: > Ok, so I've just about got a version of Statistics that installs via > RTx, but I've got a little problem.... > > > > Al the Statistics files had a "use Statistics;" at their top, that > loaded Statistics.pm from /opt/rt3/local/lib/Statistics.pm. > > > > But, now, Statistics.pm is in /opt/rt3/local/lib/RTx/Statistics.pm and > the use clause can't find it. I suppose I could muck around with LIB, > but that doesn't seem a very clean solution. > > > > So, what do I have to do to get this working? > Extensions such as RTx::AssetTracker have to deal with this type of thing. Take a look at the code to see how it's done. http://atwiki.chaka.net/ -Todd From jesse at bestpractical.com Mon Nov 28 15:31:42 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 28 Nov 2005 15:31:42 -0500 Subject: [rt-users] quick RTx question In-Reply-To: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAD8E@mailservermn.mqsoftware.com> References: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAD8E@mailservermn.mqsoftware.com> Message-ID: <20051128203141.GO9217@bestpractical.com> On Mon, Nov 28, 2005 at 02:09:53PM -0600, Kelly F. Hickel wrote: > Ok, so I've just about got a version of Statistics that installs via > RTx, but I've got a little problem.... > > > > Al the Statistics files had a "use Statistics;" at their top, that > loaded Statistics.pm from /opt/rt3/local/lib/Statistics.pm. > > > > But, now, Statistics.pm is in /opt/rt3/local/lib/RTx/Statistics.pm and > the use clause can't find it. I suppose I could muck around with LIB, > but that doesn't seem a very clean solution. use RTx::Statistics, maybe? > > > > So, what do I have to do to get this working? > > > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- From purp at acm.org Mon Nov 28 16:06:41 2005 From: purp at acm.org (Jim Meyer) Date: Mon, 28 Nov 2005 13:06:41 -0800 Subject: [rt-users] LDAP authentication.. In-Reply-To: References: <20051128141905.GW45336@blank.org> Message-ID: <1133212001.13188.124.camel@balloon.pdi.com> Hello! Have you read: http://wiki.bestpractical.com/index.cgi?LDAP http://wiki.bestpractical.com/index.cgi?LdapOverlay I ask this because both mention attributes you've not set in your RT_SiteConfig.pm. Meanwhile, here's what the pertinent bits of ours look like: Set($LDAPExternalAuth, 1); Set($LdapServer, "ldap.foo.com"); Set($LdapUser, ""); Set($LdapPass, ""); Set($LdapBase, "ou=People,dc=foo,dc=com"); Set($LdapUidAttr, "uid"); Set($LdapFilter, "(objectclass=posixAccount)"); So we look in the People branch of our LDAP tree for a person whose posixAccount matches the login name, then auth that. While our LDAP server doesn't require authentication, I've left both fields set as blank; I don't know if it matters, but it worked so I haven't twiddled it to understand better. On Mon, 2005-11-28 at 12:22, TeleMole wrote: > Mon Nov 28 15:15:33 2005] [error] [client 192.75.12.248] FastCGI: > server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Nov 28 20:15:33 > 2005] [critical]: IsLdapPassword: Cannot bind to LDAP: retval= 48 > LDAP_INAPPROPRIATE_AUTH (/opt/rt3/lib/RT/User_Local.pm:382) I'm guessing this means that the ldap_proxy user you spec'd isn't able to authenticate without a password. For our installation I didn't need a user/password; access control is via host groups instead. > Set($WebExternalAuth , '1'); > Set($WebFallbackToInternalAuth , '1'); > Set($WebExternalGecos , undef); > Set($WebExternalAuto , '1'); Interestingly, I don't have any of these set in my config. It works just fine without them, it seems. Good luck! --j -- Jim Meyer, Geek at Large purp at acm.org From Ahalya_Nathan at mudnebr.com Mon Nov 28 16:13:31 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 28 Nov 2005 15:13:31 -0600 Subject: [rt-users] LDAP authentication.. Message-ID: I used the attached file for doing the LDAP authentication and it worked. Hope it's helpful. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jim Meyer Sent: Monday, November 28, 2005 3:07 PM To: TeleMole Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] LDAP authentication.. Hello! Have you read: http://wiki.bestpractical.com/index.cgi?LDAP http://wiki.bestpractical.com/index.cgi?LdapOverlay I ask this because both mention attributes you've not set in your RT_SiteConfig.pm. Meanwhile, here's what the pertinent bits of ours look like: Set($LDAPExternalAuth, 1); Set($LdapServer, "ldap.foo.com"); Set($LdapUser, ""); Set($LdapPass, ""); Set($LdapBase, "ou=People,dc=foo,dc=com"); Set($LdapUidAttr, "uid"); Set($LdapFilter, "(objectclass=posixAccount)"); So we look in the People branch of our LDAP tree for a person whose posixAccount matches the login name, then auth that. While our LDAP server doesn't require authentication, I've left both fields set as blank; I don't know if it matters, but it worked so I haven't twiddled it to understand better. On Mon, 2005-11-28 at 12:22, TeleMole wrote: > Mon Nov 28 15:15:33 2005] [error] [client 192.75.12.248] FastCGI: > server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Nov 28 20:15:33 > 2005] [critical]: IsLdapPassword: Cannot bind to LDAP: retval= 48 > LDAP_INAPPROPRIATE_AUTH (/opt/rt3/lib/RT/User_Local.pm:382) I'm guessing this means that the ldap_proxy user you spec'd isn't able to authenticate without a password. For our installation I didn't need a user/password; access control is via host groups instead. > Set($WebExternalAuth , '1'); > Set($WebFallbackToInternalAuth , '1'); > Set($WebExternalGecos , undef); > Set($WebExternalAuto , '1'); Interestingly, I don't have any of these set in my config. It works just fine without them, it seems. Good luck! --j -- Jim Meyer, Geek at Large purp at acm.org _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html -------------- next part -------------- A non-text attachment was scrubbed... Name: RT_SiteConfig_LDAP.pm Type: application/octet-stream Size: 1647 bytes Desc: RT_SiteConfig_LDAP.pm URL: From purp at acm.org Mon Nov 28 17:10:29 2005 From: purp at acm.org (Jim Meyer) Date: Mon, 28 Nov 2005 14:10:29 -0800 Subject: [rt-users] Watchers In-Reply-To: <4382F037.4060907@lboro.ac.uk> References: <4382F037.4060907@lboro.ac.uk> Message-ID: <1133215829.13188.185.camel@balloon.pdi.com> Hello! On Tue, 2005-11-22 at 02:17, Stewart Tranter wrote: > Can someone explain the "Watchers" concept to me? If I set a user to be > a watcher for a queue, what happens? A watcher is either a requestor, CC, or AdminCC to all tickets in the queue. What happens is defined by the scrips which apply to that queue; generally, it means they get messages some combination of ticket creation, status change, ownership, correspondence, comments, and resolution. > Basically, what we want to do is send an email to a team mailing list > when their queue receives a new ticket. Is the use of watchers the way > to go for this or would a scrip be the way forward? We've found it more straightforward to create one RT user per team member, make a group for the team, add all the RT users to that group, and set that group as an AdminCC watcher on the team's queue. This makes sense as you're likely expecting team members to individually take ownership of tickets and act on them, so they'll need RT logins anyway. Cheers! --j -- Jim Meyer, Geek at Large purp at acm.org From murphy at genome.chop.edu Mon Nov 28 17:57:09 2005 From: murphy at genome.chop.edu (Kevin Murphy) Date: Mon, 28 Nov 2005 17:57:09 -0500 Subject: [rt-users] slow content queries Message-ID: <438B8B45.6050604@genome.chop.edu> Another downside of my users' penchant for attaching large files is that content queries using the query builder are unusably slow now. I've noticed that content queries blindly search all attachments, including non-text attachments. Changing content searches to only search text-type attachments results in significant performance increases (33 seconds down to 16 seconds in a test query -- I ran each query multiple times to get stable numbers). However, most of the time when I do a content search, I really only expect to be searching the text of in-line comments and replies, and it would really help if content queries could have a content-type modifier, with normal in-line message content being the default. If I restrict a content search to only search attachments with no filenames ("and attachments.filename is null"), the speed of my test query improves to 1.4 seconds. Where would be the right spot to inject this additional condition into the RT code? I've also been wondering whether it would someday be possible for for DBIx::SearchBuilder to be modified to optionally support PostgreSQL's de facto official full-text search engine, tsearch2? A query that generated SQL like this: ( (attachments.content ilike '%term1%') and (attachments.content ilike '%term2%') ) would wind up looking like this when using tsearch2: ( attachments.content_tsearch2_idx @@ to_tsquery('default', 'term1 & term2') ) where content_tsearch2_idx is a new column (tsearch2 requires a dedicated column for its indexing purposes). I suppose the translation could also look like this: ( (attachments.content_tsearch2_idx @@ to_tsquery('default', 'term1')) and (attachments.content_tsearch2_idx @@ to_tsquery('default', 'term2'))) but it might not be as efficient. Thanks, Kevin Murphy P.S. For posterity, I'm using RT 3.4.4, PostgreSQL 8.0.4, DBIx::SearchBuilder v1.35, Perl 5.8.7, on Mac OS X 10.4.3. From lvanderf at internode.com.au Mon Nov 28 18:05:29 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 29 Nov 2005 09:35:29 +1030 Subject: [rt-users] refresh interval Message-ID: <438B8D39.5030607@internode.com.au> Hi. I'm using rt3.4.4. Some users are complaining that their pages refresh too often. How do turn off the refreshing of pages? I have looked in the documentation but not found anything. Thanks. Kind regards. Luke. -- Luke From kfh at mqsoftware.com Mon Nov 28 19:17:57 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Mon, 28 Nov 2005 18:17:57 -0600 Subject: [rt-users] quick RTx question Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FAD96@mailservermn.mqsoftware.com> DOH! (sometimes life makes you feel really silly, no?) ;> -Kelly On Mon, Nov 28, 2005 at 02:09:53PM -0600, Kelly F. Hickel wrote: > Ok, so I've just about got a version of Statistics that installs via > RTx, but I've got a little problem.... > > > > Al the Statistics files had a "use Statistics;" at their top, that > loaded Statistics.pm from /opt/rt3/local/lib/Statistics.pm. > > > > But, now, Statistics.pm is in /opt/rt3/local/lib/RTx/Statistics.pm and > the use clause can't find it. I suppose I could muck around with LIB, > but that doesn't seem a very clean solution. use RTx::Statistics, maybe? > > > > So, what do I have to do to get this working? > > > > -- > > Kelly F. Hickel > Senior Software Architect > MQSoftware, Inc > 952.345.8677 > kfh at mqsoftware.com > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- From todd at chaka.net Mon Nov 28 21:43:47 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 28 Nov 2005 21:43:47 -0500 Subject: [rt-users] refresh interval In-Reply-To: <438B8D39.5030607@internode.com.au> References: <438B8D39.5030607@internode.com.au> Message-ID: <20051129024347.GH14146@chaka.net> On Tue, Nov 29, 2005 at 09:35:29AM +1030, Luke Vanderfluit wrote: > Hi. > > I'm using rt3.4.4. > Some users are complaining that their pages refresh too often. > How do turn off the refreshing of pages? > > I have looked in the documentation but not found anything. > Thanks. > Kind regards. > Luke. Do you mean the setting on the "Home" page? From ruslan.zakirov at gmail.com Mon Nov 28 21:11:29 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 29 Nov 2005 05:11:29 +0300 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <6.2.1.2.2.20051128145715.03246c80@po14.mit.edu> References: <438B3602.6060205@genome.chop.edu> <438B45DB.50204@genome.chop.edu> <20051128181355.GJ9217@bestpractical.com> <6.2.1.2.2.20051128145715.03246c80@po14.mit.edu> Message-ID: <589c94400511281811m69d71d9co50cc8843128bc6db@mail.gmail.com> On 11/28/05, Stephen Turner wrote: > At Monday 11/28/2005 01:13 PM, Jesse Vincent wrote: > > > >Seams reasonable enough. I've created a ticket for this one, but it'll > >likely get fixed a lot faster if someone steps up with a patch. > > > >Jesse > > Can you clarify the requirements? It seems like there are all kinds of > conditions on whether to display an attachment or not that would be > difficult to cram into a single database query. > > What would be relatively simple though (I think), is to add a "size less > than MaxInlineBody" limit to the query that gets text attachments. Would > that be enough? We could build "LENGTH(Content) < $MaxInlineBody" condition, but we can't use ContentLength property because it's buried in the Headers field. You should look into SB to see how to do such limit. > > 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 > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From purp at acm.org Mon Nov 28 20:50:42 2005 From: purp at acm.org (Jim Meyer) Date: Mon, 28 Nov 2005 17:50:42 -0800 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs Message-ID: <1133229042.13188.537.camel@balloon.pdi.com> Hello! Just added to the wiki: http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInUserPrefs If someone transplants this into a 3.4.x (or 3.2.x) instance, please post (to the wiki or mailing list) the results of: cd /path/to/rt && diff -U4 {share,local}/html/User/Prefs.html Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org From purp at acm.org Mon Nov 28 20:52:07 2005 From: purp at acm.org (Jim Meyer) Date: Mon, 28 Nov 2005 17:52:07 -0800 Subject: [rt-users] CONTRIB: Select Default Queue per user Message-ID: <1133229127.13188.543.camel@balloon.pdi.com> Hello! Just added to the wiki: http://wiki.bestpractical.com/index.cgi?SelectDefaultQueue If someone transplants this into a 3.4.x (or 3.2.x) instance, please post (to the wiki or mailing list) the results of: cd /path/to/rt && diff -U4 {share,local}/html/User/Prefs.html Thanks! --j -- Jim Meyer, Geek at Large purp at acm.org From todd at chaka.net Mon Nov 28 22:20:51 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 28 Nov 2005 22:20:51 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <1133229042.13188.537.camel@balloon.pdi.com> References: <1133229042.13188.537.camel@balloon.pdi.com> Message-ID: <20051129032051.GI14146@chaka.net> On Mon, Nov 28, 2005 at 05:50:42PM -0800, Jim Meyer wrote: > Hello! > > Just added to the wiki: > > http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInUserPrefs > > If someone transplants this into a 3.4.x (or 3.2.x) instance, please > post (to the wiki or mailing list) the results of: > > cd /path/to/rt && diff -U4 {share,local}/html/User/Prefs.html > > Thanks! Interesting... This is already working in 3.4.4 -Todd From rt at nu.org Mon Nov 28 23:33:27 2005 From: rt at nu.org (Christopher Vance) Date: Tue, 29 Nov 2005 15:33:27 +1100 Subject: [rt-users] apache chroot Message-ID: <20051129043327.GC9462@nu.org> My (v1) apache runs in a chroot. Can I easily put rt in there too? (Which bits need to go inside, and which can go outside?) Or should I just run a dedicated apache instance non-chrooted? -- Christopher Vance From lvanderf at internode.com.au Mon Nov 28 23:59:52 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 29 Nov 2005 15:29:52 +1030 Subject: [rt-users] refresh interval In-Reply-To: <20051129024347.GH14146@chaka.net> References: <438B8D39.5030607@internode.com.au> <20051129024347.GH14146@chaka.net> Message-ID: <438BE048.5040309@internode.com.au> Hi. Todd Chapman wrote: >On Tue, Nov 29, 2005 at 09:35:29AM +1030, Luke Vanderfluit wrote: > > >>Hi. >> >>I'm using rt3.4.4. >>Some users are complaining that their pages refresh too often. >>How do turn off the refreshing of pages? >> >>I have looked in the documentation but not found anything. >>Thanks. >>Kind regards. >>Luke. >> >> > >Do you mean the setting on the "Home" page? > > I haven't been able to reproduce this myself :-( Apparently this occurs when you view a ticket. Anyone had such experience? -- Luke -------------- next part -------------- An HTML attachment was scrubbed... URL: From fatearthling at gmail.com Tue Nov 29 01:20:30 2005 From: fatearthling at gmail.com (Howard Kao) Date: Tue, 29 Nov 2005 14:20:30 +0800 Subject: [rt-users] A customization question Message-ID: Hi all, In our environment, we often need to change owner of a ticket. I would like to know how RT can notify/send email to the person who is assigned to be the owner of a task? For example: A is the owner of ticket #5. The administrator takes ticket #5 and gives it to B so B now owns ticket #5. We would like B to be notified/sent an email in the "given to B" part. How can I do this? I don't know how to send an email through a scrip yet, but that's what I think how it should be done. Any help or tip is appreciated. Thanks. From JoopvandeWege at mococo.nl Tue Nov 29 02:24:43 2005 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Tue, 29 Nov 2005 08:24:43 +0100 Subject: [rt-users] slow content queries In-Reply-To: <20051128225741.332264D81D8@diesel.bestpractical.com> References: <20051128225741.332264D81D8@diesel.bestpractical.com> Message-ID: <20051129082042.1673.JOOPVANDEWEGE@mococo.nl> On Mon, 28 Nov 2005 17:57:41 -0500 (EST) rt-users-request at lists.bestpractical.com wrote: > I've also been wondering whether it would someday be possible for for > DBIx::SearchBuilder to be modified to optionally support PostgreSQL's de > facto official full-text search engine, tsearch2? > > A query that generated SQL like this: > > ( (attachments.content ilike '%term1%') and (attachments.content ilike > '%term2%') ) > > would wind up looking like this when using tsearch2: > > ( attachments.content_tsearch2_idx @@ to_tsquery('default', 'term1 & > term2') ) > > where content_tsearch2_idx is a new column (tsearch2 requires a > dedicated column for its indexing purposes). > > I suppose the translation could also look like this: > > ( (attachments.content_tsearch2_idx @@ to_tsquery('default', 'term1')) > and (attachments.content_tsearch2_idx @@ to_tsquery('default', 'term2'))) I made a modification to SearchBuilder to use the ConText option of Oracle to search inside attachments. It improves performance a lot. One thing to watch out for is that in the Querybuilder you select 'Content' contains 'searchstring'. SearchBuilder translates this into 'where content="%searchstring%". This kills any index you have on content obviously so I modified SearchBuilder not to do that anymore. Search the archives for my patch or if you can't find it I'll post is again and time permitting add it to the Wiki. Joop -- Joop van de Wege From tim.berger at gmail.com Tue Nov 29 02:33:02 2005 From: tim.berger at gmail.com (Tim Berger) Date: Mon, 28 Nov 2005 23:33:02 -0800 Subject: [rt-users] $ParseMessageForTicketCcs for correspondence? Message-ID: It appears that $ParseNewMessageForTicketCcs is for new tickets only, not for ongoing ticket email based correspondence. I've looked in the FAQ and archived messages, but I haven't been able to find a clear, safe, way of adding non-duplicate CC's to a ticket for email correspondence in a similar manner as $ParseNewMessageForTicketCcs. Hints anyone? Sorry if I've missed anything obvious. Thanks! -- -Tim From jesse at bestpractical.com Tue Nov 29 03:19:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 29 Nov 2005 03:19:19 -0500 Subject: [rt-users] $ParseMessageForTicketCcs for correspondence? In-Reply-To: References: Message-ID: <20051129081919.GC18061@bestpractical.com> On Mon, Nov 28, 2005 at 11:33:02PM -0800, Tim Berger wrote: > It appears that $ParseNewMessageForTicketCcs is for new tickets only, > not for ongoing ticket email based correspondence. I've looked in the > FAQ and archived messages, but I haven't been able to find a clear, > safe, way of adding non-duplicate CC's to a ticket for email > correspondence in a similar manner as $ParseNewMessageForTicketCcs. > > Hints anyone? One. Be very, very careful. This would mean that anyone could add themselves as a cc to all of your tickets, just by "spamming" you. > Sorry if I've missed anything obvious. > > Thanks! > -- > -Tim > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- From tomasz.marciniak at eo.pl Tue Nov 29 04:54:37 2005 From: tomasz.marciniak at eo.pl (Tomasz Marciniak) Date: Tue, 29 Nov 2005 10:54:37 +0100 Subject: [rt-users] Problem with graphical attachments after moving database from one server to another Message-ID: <200511291054.37460.tomasz.marciniak@eo.pl> Hello, sorry it it's known and resolved problem - I wasn't able to google it. Yesterday I moved my RT database from one server to another. The same version of MySQL (4.1), the same mysqld config. The problem is that now every image attachment is "corrupted" - either it doesn't display at all or it's messed up seriously. Other attachment types (e.g. xls) are all right. The only difference between the two servers is that one is 32-bit Intel, and second is 64-bit AMD. show variables show the same output on both machines - except the 64 bit values for some variables. How can I restore my database to health or what more info should I provide to get some help? Thanks in advance. Tomasz Marciniak From S.G.Tranter at lboro.ac.uk Tue Nov 29 06:16:14 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 29 Nov 2005 11:16:14 +0000 Subject: RES: [rt-users] Custom field "help" text removal In-Reply-To: References: Message-ID: <438C387E.4030007@lboro.ac.uk> Rodolfo de Moraes Reis wrote: > Yes... you can, but http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT > > Rodolfo. > Yes, I was planning this. The problem is that the values in the FieldType hash in /opt/rt3/lib/RT/CustomField_Overlay.pm are used elsewhere, such as in the Admin/CustomFields/Modify.html page. So if I remove the values, they also do not appear in the "type" combo box in the Create Custom Field page. Is there any other way of removing these descriptions from appearing on pages other than the Create Custom Field Page? Thanks in advance and kind regards, Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From rtusers at memory.blank.org Tue Nov 29 09:30:02 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 29 Nov 2005 09:30:02 -0500 Subject: [rt-users] LDAP authentication.. In-Reply-To: References: <20051128141905.GW45336@blank.org> Message-ID: <20051129143002.GD45336@blank.org> In the immortal words of TeleMole (telemole at gmail.com): > That is recitified - now the only success I am having is getting as > far as attemtping to authenticate to the webserver - entering > credentials in the window - then getting a failure message - my web > log shows the following : > > Mon Nov 28 15:15:33 2005] [error] [client 192.75.12.248] FastCGI: > server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Mon Nov 28 20:15:33 > 2005] [critical]: IsLdapPassword: Cannot bind to LDAP: retval= 48 > LDAP_INAPPROPRIATE_AUTH (/opt/rt3/lib/RT/User_Local.pm:382) Well, that seems like a pretty straightfoward error: user_local.pm is trying to perform an ldap bind, and failing. Can you manually use a tool like ldapsearch to bind and search with the same username/password you're providing to RT? > Set($LdapUser, 'cn=ldap_proxy,o=ourcorp'); > #Set($LdapPass, ''); Question the first: is "cn=ldap_proxy,o=ourcorp", with no password, actually a DN that can bind and search? > #Set($LdapAuthBase, "o=ourcorp"); You probably want to actually set $LdapAuthBase to something reasonable here, just so that every search doesn't have to traverse the whoel tree. > Set($LdapAuthUidAttr, 'cn'); Urk, this is almost certainly wrong. I say "almost", because I've never used the Novell Directory Server here, but what you're looking for here is your LDAP schema's equivilant to a unix/posix "uid" attribute. In an ActiveDirectory server, that would be "sAMAaccountNAme". I believe most OpenLDAP and SunONE/Netscape LDAP servers use "username", although don't quote me on that. :) > #Set($LdapAuthFilter, '(objectClass=user)'); > #Set($LdapMailBase, 'cn=Users,dc=ourcorp,dc=ca'); > #Set($LdapMailFilter, '(objectClass=user)'); Again, probably best to set up filters here, just to keep the results tree manageable. > Set($LdapMailSearchAttr, 'mail'); You'll want to make sure that 'mail' is, in fact, the attribute name in your schema for the user's email address. > %RT::LdapMailResultMap = ( > 'cn' => 'Name', > 'mail' => 'EmailAddress', > 'cn' => 'RealName', > ); The first use of 'cn' there is almost certainly wrong: cn should map to RealName, but something else, probably 'uid' or 'username' will map to the Name field. -n ------------------------------------------------------ "You've got to hand it to postmodernism: no other literary movement in history ever spread so much boredom in the name of playfulness." (--B.R. Myers) ---------------------------------------------- From onkars at wolfram.com Tue Nov 29 10:16:51 2005 From: onkars at wolfram.com (Onkar Singh) Date: Tue, 29 Nov 2005 09:16:51 -0600 (CST) Subject: [rt-users] How to create "preps" in RT Message-ID: <1727.12.208.3.205.1133277411.squirrel@webmail.wolfram.com> Hello, I want to create a number of pre-compiled email templates, which the user can select and that will be added to the reply to the ticket. For example, a template or a prep can be called "Regular" and this will have the contents: "Hi, Thank you for sending us the email. xxx Thank you, Onkar Singh" So, let us say, there are three such templates (or "preps" as we like to call them), and each one has a different content. I can select the appropriate template from a list, and that will add the contents of this template to the reply section of the ticket. Now, I can add my own content to this (by replacing xxx) and send the ticket when I am done. If you can guide me as to how this can be done, and if possible give me an example, I will really appreciate it. Thanks onkar From todd at chaka.net Tue Nov 29 11:06:57 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 29 Nov 2005 11:06:57 -0500 Subject: [rt-users] How to create "preps" in RT In-Reply-To: <1727.12.208.3.205.1133277411.squirrel@webmail.wolfram.com> References: <1727.12.208.3.205.1133277411.squirrel@webmail.wolfram.com> Message-ID: <20051129160657.GJ14146@chaka.net> You need to install RT's RTFM extension: http://www.bestpractical.com/rtfm/ On Tue, Nov 29, 2005 at 09:16:51AM -0600, Onkar Singh wrote: > Hello, > > I want to create a number of pre-compiled email templates, which the user > can select and that will be added to the reply to the ticket. For example, > a template or a prep can be called "Regular" and this will have the > contents: > > "Hi, > > Thank you for sending us the email. > > xxx > > > Thank you, > > Onkar Singh" > > > > So, let us say, there are three such templates (or "preps" as we like to > call them), and each one has a different content. I can select the > appropriate template from a list, and that will add the contents of this > template to the reply section of the ticket. Now, I can add my own content > to this (by replacing xxx) and send the ticket when I am done. > > If you can guide me as to how this can be done, and if possible give me an > example, I will really appreciate it. > > Thanks > onkar > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html From telemole at gmail.com Tue Nov 29 11:35:20 2005 From: telemole at gmail.com (TeleMole) Date: Tue, 29 Nov 2005 11:35:20 -0500 Subject: [rt-users] LDAP authentication.. In-Reply-To: <20051129143002.GD45336@blank.org> References: <20051128141905.GW45336@blank.org> <20051129143002.GD45336@blank.org> Message-ID: Hi - Thanks aagin for all your help - I'm crawling along :) I do have a whack more questions if you have the stomach for it.. > Well, that seems like a pretty straightfoward error: user_local.pm is > trying to perform an ldap bind, and failing. Yes - I am now an LDAP error expert :) I have a chart of errors on my desk in front of me for troubleshooting... > Can you manually use a tool like ldapsearch to bind and search with > the same username/password you're providing to RT? Our apache config authenticates by ldap to allow access to the root of the web server - using these credentials and using CN as the unique identifier - successfully... so I have to expect these to be correct. > > > Set($LdapAuthUidAttr, 'cn'); > > Urk, this is almost certainly wrong. I say "almost", because I've > never used the Novell Directory Server here, but what you're looking > for here is your LDAP schema's equivilant to a unix/posix "uid" > attribute. In an ActiveDirectory server, that would be > "sAMAaccountNAme". I believe most OpenLDAP and SunONE/Netscape LDAP > servers use "username", although don't quote me on that. : we want teh behaviour to be people using their 'account' name (the first part of their email address) as the login - and from all indicators, it does look to be CN in novell ldap - this is mapped to CN in our tree - which IS the users account name (mine returns cn=sdaniels,ou=people,o=ourcorp) successfully when authenticating by ldap through apache to SEE the web pages > > > Set($LdapMailSearchAttr, 'mail'); > > You'll want to make sure that 'mail' is, in fact, the attribute name > in your schema for the user's email address. > > > %RT::LdapMailResultMap = ( > > 'cn' => 'Name', > > 'mail' => 'EmailAddress', > > 'cn' => 'RealName', > > ); > > The first use of 'cn' there is almost certainly wrong: cn should map > to RealName, but something else, probably 'uid' or 'username' will map > to the Name field. I think it's clear I dont understand the process that these variables are used for - but if I am trying to define what piece of data I want used for their username in rt - it should be cn to match their username in Novell netware. The whole mod is a little unclear to me in it's function, though what I read about it's behaviour is definately what i want in the end - I'm just still not sure how to get there - the example configs everyone has sent have been helpful in improving my understanding - but dont offer me a working example in my environment. THanks again to all for your help thus far - I hope to hear back from you! Cheers, Sean Daniels From AMyers at abacus-us.com Tue Nov 29 11:37:39 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Tue, 29 Nov 2005 09:37:39 -0700 Subject: [rt-users] Create.html very slow to load Message-ID: <205D20196806AE41A9D8A9E982659E27013BBA5D@THN-EXCLS2.dc1.doubleclick.corp> Hello, I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9. I recently released RT into production and all is well, except now when I select a queue and click to create a new ticket, RT hangs for a while and does not load "Create.html" for about 30 seconds. My development version does not do this so the only reason I can think of is the database backend. This is the only difference between prod and dev. I am in a bind because my dev/test box works great, and I can't shut down production to debug. I have 18 queues in the DB and all other pages that have to do with loading from the queues table loads fine. Any ideas would be very helpful. Thanks - Adam Myers -------------- next part -------------- An HTML attachment was scrubbed... URL: From jim1 at cornell.edu Tue Nov 29 11:45:12 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Tue, 29 Nov 2005 11:45:12 -0500 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question Message-ID: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> Gentle greetings, I have installed these two tools (and can't wait to use them!), but they are not showing up under System Tools in the web interface. Am I missing something simple? Apache (and MySQL) were stopped and restarted after the install. We are using a non-default location for RT and its related apps, but everything for these tools seems to have landed in the right place. Config info: PREFIX=/rt/apps/rt/rt-3.4.4 Red Hat Enterprise Linux AS release 3 (Taroon Update 5) Old RT 3.0.0 database dumped from MySQL 4.0.12, sourced in MySQL 4.1.12, and upgraded with RT 3.4.4 upgrade scripts, seems complete and functional Apache 1.3.33, mod_ssl 2.8.22-1.3.33, mod_perl 1.29, dynamic Perl v5.8.6 i686-linux HTML::Mason 1.3101 DBIx::SearchBuilder 1.35 Thanks in advance, Jennifer From bwc_lr1 at easy48.com Tue Nov 29 00:39:38 2005 From: bwc_lr1 at easy48.com (Lee Roth) Date: Tue, 29 Nov 2005 00:39:38 -0500 Subject: [rt-users] Rebuild of Perl modules needed with V2.0.2 mod_perl? Message-ID: <6.2.1.2.0.20051129003444.033014d8@WGEXPDC2.bwcad.ad.bwc.state.oh.us> I've done a massive upgrade to RT, Apache, mod_perl, Postgres, etc. to get everything "current". In trying to restart my Apache V2.x, I get this in the error log: [error] Can't locate Apache2.pm in @INC (@INC contains: /raid1/opt/rt3/local/lib /raid1/opt/rt3/lib /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 <...> /usr/lib/perl5/vendor_perl . /usr/local/apache2) at (eval 197) line 3.\n From reading the mod_perl V2.0.x stuff it seems that they decided to abandon naming "Apache2.pm" and now just want to use "Apache.pm". Do I need to get rid of all of my Apache-related Perl modules and rebuild them? Will that make this ugly message go away? Will a 'force install ' under CPAN do the trick? Thanks, Lee Roth From AMyers at abacus-us.com Tue Nov 29 12:10:15 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Tue, 29 Nov 2005 10:10:15 -0700 Subject: [rt-users] Create.html very slow to load Message-ID: <205D20196806AE41A9D8A9E982659E27013BBA5E@THN-EXCLS2.dc1.doubleclick.corp> >|< Reply to myself I found that since I added all my companies users to the DB, the page takes a long amount of time to run the 'SelectOwner' component. It is querying to see WhoHasRight to own a ticket in that queue. This searches only 378 users, so every time that component is called it will take about 20-30 seconds to load. Is there a way to speed up this query? I can remove the option to SelectOwner on ticket creation, not many people do that anyways. But when a ticket needs a watcher or owner assigned, it will hang for a while which is not good. Please help Adam ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Myers, Adam Sent: Tuesday, November 29, 2005 9:38 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Create.html very slow to load Hello, I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9. I recently released RT into production and all is well, except now when I select a queue and click to create a new ticket, RT hangs for a while and does not load "Create.html" for about 30 seconds. My development version does not do this so the only reason I can think of is the database backend. This is the only difference between prod and dev. I am in a bind because my dev/test box works great, and I can't shut down production to debug. I have 18 queues in the DB and all other pages that have to do with loading from the queues table loads fine. Any ideas would be very helpful. Thanks - Adam Myers -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Tue Nov 29 12:13:07 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 29 Nov 2005 12:13:07 -0500 Subject: [rt-users] Create.html very slow to load In-Reply-To: <205D20196806AE41A9D8A9E982659E27013BBA5E@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27013BBA5E@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <438C8C23.5030001@ucrwcu.rwc.uc.edu> Myers, Adam wrote: > > >|< Reply to myself > > I found that since I added all my companies users to the DB, the page > takes a long amount of time to run the 'SelectOwner' component. It is > querying to see WhoHasRight to own a ticket in that queue. This > searches only 378 users, so every time that component is called it > will take about 20-30 seconds to load. Do all 378 users need to OWN tickets, or just be requestors? That's the quickest way to prune the load time. > > Is there a way to speed up this query? I can remove the option to > SelectOwner on ticket creation, not many people do that anyways. But > when a ticket needs a watcher or owner assigned, it will hang for a > while which is not good. > > Please help > > Adam > > ------------------------------------------------------------------------ > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of > *Myers, Adam > *Sent:* Tuesday, November 29, 2005 9:38 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Create.html very slow to load > > Hello, > > I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9. > > I recently released RT into production and all is well, except now > when I select a queue and click to create a new ticket, RT hangs for a > while and does not load "Create.html" for about 30 seconds. My > development version does not do this so the only reason I can think of > is the database backend. This is the only difference between prod and > dev. > > I am in a bind because my dev/test box works great, and I can't shut > down production to debug. I have 18 queues in the DB and all other > pages that have to do with loading from the queues table loads fine. > > Any ideas would be very helpful. > > Thanks - Adam Myers > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From AMyers at abacus-us.com Tue Nov 29 12:18:05 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Tue, 29 Nov 2005 10:18:05 -0700 Subject: [rt-users] Create.html very slow to load Message-ID: <205D20196806AE41A9D8A9E982659E27036C0BB1@THN-EXCLS2.dc1.doubleclick.corp> That is what's bewildering me right now is that all users are brand new and are not apart of any group or have any rights granted. There are only about 15 users right now that have the right to own a ticket. ** Adam Myers -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Tuesday, November 29, 2005 10:13 AM To: Myers, Adam Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Create.html very slow to load Myers, Adam wrote: > > >|< Reply to myself > > I found that since I added all my companies users to the DB, the page > takes a long amount of time to run the 'SelectOwner' component. It is > querying to see WhoHasRight to own a ticket in that queue. This > searches only 378 users, so every time that component is called it > will take about 20-30 seconds to load. Do all 378 users need to OWN tickets, or just be requestors? That's the quickest way to prune the load time. > > Is there a way to speed up this query? I can remove the option to > SelectOwner on ticket creation, not many people do that anyways. But > when a ticket needs a watcher or owner assigned, it will hang for a > while which is not good. > > Please help > > Adam > > ---------------------------------------------------------------------- > -- > *From:* rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of > *Myers, Adam > *Sent:* Tuesday, November 29, 2005 9:38 AM > *To:* rt-users at lists.bestpractical.com > *Subject:* [rt-users] Create.html very slow to load > > Hello, > > I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9. > > I recently released RT into production and all is well, except now > when I select a queue and click to create a new ticket, RT hangs for a > while and does not load "Create.html" for about 30 seconds. My > development version does not do this so the only reason I can think of > is the database backend. This is the only difference between prod and > dev. > > I am in a bind because my dev/test box works great, and I can't shut > down production to debug. I have 18 queues in the DB and all other > pages that have to do with loading from the queues table loads fine. > > Any ideas would be very helpful. > > Thanks - Adam Myers > > ---------------------------------------------------------------------- > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Tue Nov 29 12:26:08 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 29 Nov 2005 12:26:08 -0500 Subject: [rt-users] Create.html very slow to load In-Reply-To: <205D20196806AE41A9D8A9E982659E27036C0BB1@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27036C0BB1@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <438C8F30.7020402@ucrwcu.rwc.uc.edu> Check your global rights. I suspect that you have assigned Everyone the OwnTicket right, perhaps as an oversight. Myers, Adam wrote: > That is what's bewildering me right now is that all users are brand new > and are not apart of any group or have any rights granted. There are > only about 15 users right now that have the right to own a ticket. > > > ** Adam Myers > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Tuesday, November 29, 2005 10:13 AM > To: Myers, Adam > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Create.html very slow to load > > > > Myers, Adam wrote: > >> >> >>> |< Reply to myself >>> >> >> I found that since I added all my companies users to the DB, the page >> takes a long amount of time to run the 'SelectOwner' component. It is >> > > >> querying to see WhoHasRight to own a ticket in that queue. This >> searches only 378 users, so every time that component is called it >> will take about 20-30 seconds to load. >> > > Do all 378 users need to OWN tickets, or just be requestors? That's the > quickest way to prune the load time. > > >> >> Is there a way to speed up this query? I can remove the option to >> SelectOwner on ticket creation, not many people do that anyways. But >> when a ticket needs a watcher or owner assigned, it will hang for a >> while which is not good. >> >> Please help >> >> Adam >> >> ---------------------------------------------------------------------- >> -- >> *From:* rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of >> *Myers, Adam >> *Sent:* Tuesday, November 29, 2005 9:38 AM >> *To:* rt-users at lists.bestpractical.com >> *Subject:* [rt-users] Create.html very slow to load >> >> Hello, >> >> I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle >> > 9. > >> >> I recently released RT into production and all is well, except now >> when I select a queue and click to create a new ticket, RT hangs for a >> > > >> while and does not load "Create.html" for about 30 seconds. My >> development version does not do this so the only reason I can think of >> > > >> is the database backend. This is the only difference between prod and >> > > >> dev. >> >> I am in a bind because my dev/test box works great, and I can't shut >> down production to debug. I have 18 queues in the DB and all other >> pages that have to do with loading from the queues table loads fine. >> >> Any ideas would be very helpful. >> >> Thanks - Adam Myers >> >> ---------------------------------------------------------------------- >> -- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media at >> > > >> http://rtbook.bestpractical.com >> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at >> http://bestpractical.com/services/training.html >> > > -- > Drew Barnes > Applications Analyst > Raymond Walters College > University of Cincinnati > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From AMyers at abacus-us.com Tue Nov 29 13:13:42 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Tue, 29 Nov 2005 11:13:42 -0700 Subject: [rt-users] Create.html very slow to load Message-ID: <205D20196806AE41A9D8A9E982659E27036C0BB2@THN-EXCLS2.dc1.doubleclick.corp> The only global rights allowed to Everyone is ModifySelf. Users are not granted global rights and only get rights from groups they belong to. ** Adam Myers -----Original Message----- From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] Sent: Tuesday, November 29, 2005 10:26 AM To: Myers, Adam Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Create.html very slow to load Check your global rights. I suspect that you have assigned Everyone the OwnTicket right, perhaps as an oversight. Myers, Adam wrote: > That is what's bewildering me right now is that all users are brand > new and are not apart of any group or have any rights granted. There > are only about 15 users right now that have the right to own a ticket. > > > ** Adam Myers > > -----Original Message----- > From: Drew Barnes [mailto:barnesaw at ucrwcu.rwc.uc.edu] > Sent: Tuesday, November 29, 2005 10:13 AM > To: Myers, Adam > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Create.html very slow to load > > > > Myers, Adam wrote: > >> >> >>> |< Reply to myself >>> >> >> I found that since I added all my companies users to the DB, the page >> takes a long amount of time to run the 'SelectOwner' component. It >> is >> > > >> querying to see WhoHasRight to own a ticket in that queue. This >> searches only 378 users, so every time that component is called it >> will take about 20-30 seconds to load. >> > > Do all 378 users need to OWN tickets, or just be requestors? That's > the quickest way to prune the load time. > > >> >> Is there a way to speed up this query? I can remove the option to >> SelectOwner on ticket creation, not many people do that anyways. But >> when a ticket needs a watcher or owner assigned, it will hang for a >> while which is not good. >> >> Please help >> >> Adam >> >> --------------------------------------------------------------------- >> - >> -- >> *From:* rt-users-bounces at lists.bestpractical.com >> [mailto:rt-users-bounces at lists.bestpractical.com] *On Behalf Of >> *Myers, Adam >> *Sent:* Tuesday, November 29, 2005 9:38 AM >> *To:* rt-users at lists.bestpractical.com >> *Subject:* [rt-users] Create.html very slow to load >> >> Hello, >> >> I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle >> > 9. > >> >> I recently released RT into production and all is well, except now >> when I select a queue and click to create a new ticket, RT hangs for >> a >> > > >> while and does not load "Create.html" for about 30 seconds. My >> development version does not do this so the only reason I can think >> of >> > > >> is the database backend. This is the only difference between prod >> and >> > > >> dev. >> >> I am in a bind because my dev/test box works great, and I can't shut >> down production to debug. I have 18 queues in the DB and all other >> pages that have to do with loading from the queues table loads fine. >> >> Any ideas would be very helpful. >> >> Thanks - Adam Myers >> >> --------------------------------------------------------------------- >> - >> -- >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Download a free sample chapter of RT Essentials from O'Reilly Media >> at >> > > >> http://rtbook.bestpractical.com >> >> WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and >> San Francisco - Find out more at >> http://bestpractical.com/services/training.html >> > > -- > Drew Barnes > Applications Analyst > Raymond Walters College > University of Cincinnati > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From sturner at MIT.EDU Tue Nov 29 13:50:50 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 29 Nov 2005 13:50:50 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <1133229042.13188.537.camel@balloon.pdi.com> References: <1133229042.13188.537.camel@balloon.pdi.com> Message-ID: <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> At Monday 11/28/2005 08:50 PM, Jim Meyer wrote: >Hello! > >Just added to the wiki: > >http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInUserPrefs What's the interface for initially setting a custom field for a user? I've added a 'user' custom field but it does not appear on the User config screen, because it uses this: my $CFs = $UserObj->CustomFields; and there are no custom fields for this user yet. I have the same question about group custom fields. Thanks, Steve From todd at chaka.net Tue Nov 29 14:38:09 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 29 Nov 2005 14:38:09 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> Message-ID: <20051129193809.GL14146@chaka.net> On Tue, Nov 29, 2005 at 01:50:50PM -0500, Stephen Turner wrote: > At Monday 11/28/2005 08:50 PM, Jim Meyer wrote: > >Hello! > > > >Just added to the wiki: > > > >http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInUserPrefs > > What's the interface for initially setting a custom field for a user? I've > added a 'user' custom field but it does not appear on the User config > screen, because it uses this: > > my $CFs = $UserObj->CustomFields; > > and there are no custom fields for this user yet. > > I have the same question about group custom fields. > There is an annoyance that you have to set the custom field to be a global custom field. Since all user custom fields are global this should be fixed in RT. -Todd From jesse at bestpractical.com Tue Nov 29 14:07:31 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 29 Nov 2005 14:07:31 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <20051129193809.GL14146@chaka.net> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> <20051129193809.GL14146@chaka.net> Message-ID: <20051129190731.GD18061@bestpractical.com> On Tue, Nov 29, 2005 at 02:38:09PM -0500, Todd Chapman wrote: > > and there are no custom fields for this user yet. > > > > I have the same question about group custom fields. > > > > There is an annoyance that you have to set the custom field > to be a global custom field. Since all user custom fields > are global this should be fixed in RT. No, all _current_ user custom fields are global. There's nothing about the implementation that requires that. > > -Todd > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- From sturner at MIT.EDU Tue Nov 29 14:08:13 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 29 Nov 2005 14:08:13 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <20051129193809.GL14146@chaka.net> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> <20051129193809.GL14146@chaka.net> Message-ID: <6.2.1.2.2.20051129140714.031dddb0@po14.mit.edu> At Tuesday 11/29/2005 02:38 PM, Todd Chapman wrote: >On Tue, Nov 29, 2005 at 01:50:50PM -0500, Stephen Turner wrote: > > What's the interface for initially setting a custom field for a user? > >There is an annoyance that you have to set the custom field >to be a global custom field. Since all user custom fields >are global this should be fixed in RT. > >-Todd Thanks Todd - that did the trick. Steve From jesse at bestpractical.com Tue Nov 29 14:19:03 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 29 Nov 2005 14:19:03 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <20051129195003.GM14146@chaka.net> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> <20051129193809.GL14146@chaka.net> <20051129190731.GD18061@bestpractical.com> <20051129195003.GM14146@chaka.net> Message-ID: <20051129191902.GF18061@bestpractical.com> > > No, all _current_ user custom fields are global. There's nothing about > > the implementation that requires that. > > > > What can they be "applied" to other than global? For the time > being shouldn't the web interface create them as global? Last time I tried, you could actually apply a custom field to an individual user. Why you'd want to, I have no idea. But there's always somebody who does. > > -Todd > -- From todd at chaka.net Tue Nov 29 14:50:04 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 29 Nov 2005 14:50:04 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <20051129190731.GD18061@bestpractical.com> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> <20051129193809.GL14146@chaka.net> <20051129190731.GD18061@bestpractical.com> Message-ID: <20051129195003.GM14146@chaka.net> On Tue, Nov 29, 2005 at 02:07:31PM -0500, Jesse Vincent wrote: > > > > On Tue, Nov 29, 2005 at 02:38:09PM -0500, Todd Chapman wrote: > > > and there are no custom fields for this user yet. > > > > > > I have the same question about group custom fields. > > > > > > > There is an annoyance that you have to set the custom field > > to be a global custom field. Since all user custom fields > > are global this should be fixed in RT. > > No, all _current_ user custom fields are global. There's nothing about > the implementation that requires that. > What can they be "applied" to other than global? For the time being shouldn't the web interface create them as global? -Todd From purp at acm.org Tue Nov 29 14:33:41 2005 From: purp at acm.org (Jim Meyer) Date: Tue, 29 Nov 2005 11:33:41 -0800 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <20051129191902.GF18061@bestpractical.com> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> <20051129193809.GL14146@chaka.net> <20051129190731.GD18061@bestpractical.com> <20051129195003.GM14146@chaka.net> <20051129191902.GF18061@bestpractical.com> Message-ID: <1133292820.23119.29.camel@balloon.pdi.com> On Tue, 2005-11-29 at 11:19, Jesse Vincent wrote: > Last time I tried, you could actually apply a custom field to an > individual user. Why you'd want to, I have no idea. But there's always > somebody who does. Oh. My. *mind reels* --j -- Jim Meyer, Geek at Large purp at acm.org From sturner at MIT.EDU Tue Nov 29 14:59:02 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 29 Nov 2005 14:59:02 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <20051129191902.GF18061@bestpractical.com> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> <20051129193809.GL14146@chaka.net> <20051129190731.GD18061@bestpractical.com> <20051129195003.GM14146@chaka.net> <20051129191902.GF18061@bestpractical.com> Message-ID: <6.2.1.2.2.20051129145715.031dd0e0@po14.mit.edu> At Tuesday 11/29/2005 02:19 PM, Jesse Vincent wrote: >Last time I tried, you could actually apply a custom field to an >individual user. Why you'd want to, I have no idea. But there's always >somebody who does. I can see why you might want to apply a field to an individual group (or set of groups) though... Incidentally, I was wondering why there are no 'queue' custom fields, similar to group & user CFs? Thanks, Steve From todd at chaka.net Tue Nov 29 15:47:34 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 29 Nov 2005 15:47:34 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <6.2.1.2.2.20051129145715.031dd0e0@po14.mit.edu> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> <20051129193809.GL14146@chaka.net> <20051129190731.GD18061@bestpractical.com> <20051129195003.GM14146@chaka.net> <20051129191902.GF18061@bestpractical.com> <6.2.1.2.2.20051129145715.031dd0e0@po14.mit.edu> Message-ID: <20051129204734.GN14146@chaka.net> On Tue, Nov 29, 2005 at 02:59:02PM -0500, Stephen Turner wrote: > At Tuesday 11/29/2005 02:19 PM, Jesse Vincent wrote: > > >Last time I tried, you could actually apply a custom field to an > >individual user. Why you'd want to, I have no idea. But there's always > >somebody who does. > > I can see why you might want to apply a field to an individual group (or > set of groups) though... > > Incidentally, I was wondering why there are no 'queue' custom fields, > similar to group & user CFs? > Because nobody has written the code? From todd at chaka.net Tue Nov 29 15:48:53 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 29 Nov 2005 15:48:53 -0500 Subject: [rt-users] CONTRIB: Display custom fields in User Prefs In-Reply-To: <20051129191902.GF18061@bestpractical.com> References: <1133229042.13188.537.camel@balloon.pdi.com> <6.2.1.2.2.20051129134619.031ded98@po14.mit.edu> <20051129193809.GL14146@chaka.net> <20051129190731.GD18061@bestpractical.com> <20051129195003.GM14146@chaka.net> <20051129191902.GF18061@bestpractical.com> Message-ID: <20051129204853.GO14146@chaka.net> On Tue, Nov 29, 2005 at 02:19:03PM -0500, Jesse Vincent wrote: > > > > > > No, all _current_ user custom fields are global. There's nothing about > > > the implementation that requires that. > > > > > > > What can they be "applied" to other than global? For the time > > being shouldn't the web interface create them as global? > > Last time I tried, you could actually apply a custom field to an > individual user. Why you'd want to, I have no idea. But there's always > somebody who does. Not it the web interface for 3.4.4. Seems like a better application of attributes... From jesse at bestpractical.com Tue Nov 29 16:06:56 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 29 Nov 2005 16:06:56 -0500 Subject: [rt-users] Create.html very slow to load In-Reply-To: <205D20196806AE41A9D8A9E982659E27013BBA5E@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27013BBA5E@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <20051129210656.GL18061@bestpractical.com> On Tue, Nov 29, 2005 at 10:10:15AM -0700, Myers, Adam wrote: > > >|< Reply to myself > > I found that since I added all my companies users to the DB, the page > takes a long amount of time to run the 'SelectOwner' component. It is > > Is there a way to speed up this query? I can remove the option to > > Please help Can you try RT 3.4.5pre1? It contains a fix designed to address this issue. > > Adam > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Myers, > Adam > Sent: Tuesday, November 29, 2005 9:38 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Create.html very slow to load > > > Hello, > > I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9. > > I recently released RT into production and all is well, except now when > I select a queue and click to create a new ticket, RT hangs for a while > and does not load "Create.html" for about 30 seconds. My development > version does not do this so the only reason I can think of is the > database backend. This is the only difference between prod and dev. > > I am in a bind because my dev/test box works great, and I can't shut > down production to debug. I have 18 queues in the DB and all other > pages that have to do with loading from the queues table loads fine. > > Any ideas would be very helpful. > > Thanks - Adam Myers > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- From jesse at bestpractical.com Tue Nov 29 16:14:17 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 29 Nov 2005 16:14:17 -0500 Subject: [rt-users] Problem with graphical attachments after moving database from one server to another In-Reply-To: <200511291054.37460.tomasz.marciniak@eo.pl> References: <200511291054.37460.tomasz.marciniak@eo.pl> Message-ID: <20051129211416.GO18061@bestpractical.com> On Tue, Nov 29, 2005 at 10:54:37AM +0100, Tomasz Marciniak wrote: > Hello, > > sorry it it's known and resolved problem - I wasn't able to google it. > > Yesterday I moved my RT database from one server to another. The same > version of MySQL (4.1), the same mysqld config. The problem is that > now every image attachment is "corrupted" - either it doesn't display > at all or it's messed up seriously. Other attachment types (e.g. xls) > are all right. The only difference between the two servers is that > one is 32-bit Intel, and second is 64-bit AMD. show variables show > the same output on both machines - except the 64 bit values for some > variables. My first bet is that your two servers were compiled with different default charsets and you didn't do a binary dump of your mysql data. > How can I restore my database to health or what more info should I > provide to get some help? > > Thanks in advance. > > Tomasz Marciniak > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- From Ahalya_Nathan at mudnebr.com Tue Nov 29 16:21:36 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 29 Nov 2005 15:21:36 -0600 Subject: [rt-users] Error while accessing ticket Message-ID: Hi all, I am running Apache2+FastCGI and have a html file called DisplayTicket.html in /usr/local/rt/local/html/Ticket directory. When I tried accessing the site http://example/Ticket/Display.html?id=4935 , it gave me this error in the apache error log file: [Tue Nov 29 15:08:33 2005] [error] [client 10.17.21.85] File does not exist: /usr/local/rt/bin/mason_handler.fcgi/NoAuth/images/bplogo.gif, referer: http://example/Ticket/DisplayTicket.html?id=4935 Can anyone tell me what the problem is? Thanks, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax From AMyers at abacus-us.com Tue Nov 29 16:36:20 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Tue, 29 Nov 2005 14:36:20 -0700 Subject: [rt-users] Create.html very slow to load Message-ID: <205D20196806AE41A9D8A9E982659E27036C0BB9@THN-EXCLS2.dc1.doubleclick.corp> Jesse, I see there is a big change in Users_Overlay.pm for user rights lookup, which is what I need. What are the other major areas of RT that has been updated from 3.4.4. I have done a lot of custom additions and modifications. I would like to upgrade but I am uneasy about it due to a lot of files in ../local/lib and ../local/html that may have large differences. Thanks. ** Adam Myers -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Tuesday, November 29, 2005 2:07 PM To: Myers, Adam Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Create.html very slow to load On Tue, Nov 29, 2005 at 10:10:15AM -0700, Myers, Adam wrote: > > >|< Reply to myself > > I found that since I added all my companies users to the DB, the page > takes a long amount of time to run the 'SelectOwner' component. It is > > Is there a way to speed up this query? I can remove the option to > > Please help Can you try RT 3.4.5pre1? It contains a fix designed to address this issue. > > Adam > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Myers, > Adam > Sent: Tuesday, November 29, 2005 9:38 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Create.html very slow to load > > > Hello, > > I am running RT 3.4.4 on Solaris 10, Apache 1.3.34 w/mod_perl, Oracle 9. > > I recently released RT into production and all is well, except now > when I select a queue and click to create a new ticket, RT hangs for a > while and does not load "Create.html" for about 30 seconds. My > development version does not do this so the only reason I can think of > is the database backend. This is the only difference between prod and dev. > > I am in a bind because my dev/test box works great, and I can't shut > down production to debug. I have 18 queues in the DB and all other > pages that have to do with loading from the queues table loads fine. > > Any ideas would be very helpful. > > Thanks - Adam Myers > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html -- From Ahalya_Nathan at mudnebr.com Tue Nov 29 16:54:14 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 29 Nov 2005 15:54:14 -0600 Subject: [rt-users] Error while accessing ticket Message-ID: I found the problem to be a spelling mistake. Sorry for that mail. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan, Ahalya Sent: Tuesday, November 29, 2005 3:22 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Error while accessing ticket Hi all, I am running Apache2+FastCGI and have a html file called DisplayTicket.html in /usr/local/rt/local/html/Ticket directory. When I tried accessing the site http://example/Ticket/Display.html?id=4935 , it gave me this error in the apache error log file: [Tue Nov 29 15:08:33 2005] [error] [client 10.17.21.85] File does not exist: /usr/local/rt/bin/mason_handler.fcgi/NoAuth/images/bplogo.gif, referer: http://example/Ticket/DisplayTicket.html?id=4935 Can anyone tell me what the problem is? Thanks, Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and San Francisco - Find out more at http://bestpractical.com/services/training.html From ben at atomicmatrix.net Tue Nov 29 18:34:40 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Tue, 29 Nov 2005 18:34:40 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <20051117210751.GQ9217@bestpractical.com> Message-ID: <20051129233501.34B9C4D8249@diesel.bestpractical.com> I hate to chime in with a "me too" especially without hard data but: We were running 3.5.something on a dual P3 1.4 with 2 gig ram and 15kRPM SCSI RAID as the webserver and the same configuration for the database on another box. Loading tickets with any reasonable amount of history to them was slow, and tickets with a lot of history would take 90 seconds to load. All the time was spent in Perl (not the database, which was 85% in RAM). So I decided to upgrade. We now have the webserver and DB server on a single dual P4 Xeon 3.4GHz (2MB cache 800 MHz bus) with 6 gig of ram on RHEL4. The DB is about 1.5 gig so the ENTIRE DB is in RAM - DB calls are nice and fast. Full content searches take < 10 seconds (MySQL). However, ticket displays, while faster, are not nearly as improved as I'd hoped. The same 90-second ticket is down to about 60 seconds - again, all perl (FCGI under Apache2), sitting at 100% CPU until the rendering is done. One of these days I'll spend time looking into this but thought I'd at least chime in to indicate "you're not alone" as well as indicate that even with very beefy hardware, it's still slow. -=| Ben From jesse at bestpractical.com Tue Nov 29 18:37:32 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 29 Nov 2005 18:37:32 -0500 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <20051129233501.34B9C4D8249@diesel.bestpractical.com> References: <20051117210751.GQ9217@bestpractical.com> <20051129233501.34B9C4D8249@diesel.bestpractical.com> Message-ID: <20051129233732.GS18061@bestpractical.com> On Tue, Nov 29, 2005 at 06:34:40PM -0500, Ben Goodwin wrote: > I hate to chime in with a "me too" especially without hard data but: > > We were running 3.5.something on a dual P3 1.4 with 2 gig ram and 15kRPM > SCSI RAID as the webserver and the same configuration for the database on > another box. Loading tickets with any reasonable amount of history to them > was slow, and tickets with a lot of history would take 90 seconds to load. > All the time was spent in Perl (not the database, which was 85% in RAM). So > I decided to upgrade. We now have the webserver and DB server on a single > dual P4 Xeon 3.4GHz (2MB cache 800 MHz bus) with 6 gig of ram on RHEL4. The > DB is about 1.5 gig so the ENTIRE DB is in RAM - DB calls are nice and fast. > Full content searches take < 10 seconds (MySQL). However, ticket displays, > while faster, are not nearly as improved as I'd hoped. The same 90-second > ticket is down to about 60 seconds - again, all perl (FCGI under Apache2), > sitting at 100% CPU until the rendering is done. One of these days I'll > spend time looking into this but thought I'd at least chime in to indicate > "you're not alone" as well as indicate that even with very beefy hardware, > it's still slow. Some actual profiling data would be useful. Either perl-side or mysql-side. > > -=| Ben > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- From nate at natetech.com Tue Nov 29 18:49:49 2005 From: nate at natetech.com (Nate Duehr) Date: Tue, 29 Nov 2005 16:49:49 -0700 Subject: [rt-users] Performance with many attachments and transactions In-Reply-To: <20051129233501.34B9C4D8249@diesel.bestpractical.com> References: <20051129233501.34B9C4D8249@diesel.bestpractical.com> Message-ID: <438CE91D.8030508@natetech.com> Ben Goodwin wrote: > I hate to chime in with a "me too" especially without hard data but: > > We were running 3.5.something on a dual P3 1.4 with 2 gig ram and 15kRPM > SCSI RAID as the webserver and the same configuration for the database on > another box. Loading tickets with any reasonable amount of history to them > was slow, and tickets with a lot of history would take 90 seconds to load. This seems really wrong from what I've seen. Running Apache v1, and MySQL - I see huge tickets take less time on an Athlon 2500 with 1G of RAM. Are you sure you weren't struggling with the Linux kernel's general problems above 4GB of RAM? If the kernel wasn't compiled correctly, there were some serious performance problems above 4GB. Were you ever able to classify the latency caused by not having the DB and the webserver be the same machine in this setup above? > All the time was spent in Perl (not the database, which was 85% in RAM). So > I decided to upgrade. We now have the webserver and DB server on a single > dual P4 Xeon 3.4GHz (2MB cache 800 MHz bus) with 6 gig of ram on RHEL4. The > DB is about 1.5 gig so the ENTIRE DB is in RAM - DB calls are nice and fast. That helps a lot. I found that using even the example MySQL "large" database configuration stuff in the mysql docs also helped performance immensely. Even though bottlenecks LOOKED like they were Perl, Perl was waiting on the DB. Watching vmstat for page faults, since my server also does "other" things, I do see page faults when the server's busy -- I should add RAM -- but I tweaked a while on mysql settings to try to find a happy medium where if three or so users are pulling pages at the same time, the box isn't page faulting on the DB. Later on, I also realized in my little project, that I didn't need old tickets so badly that I had to have them online, and I used Ruslan's Shredder to dump about three years of DB content not too long ago -- the system sped WAY up on things like huge searches that included tickets back that old, but it didn't really change the system speed feel for single ticket work. Attachments seem to be the real performance killer. The more attachments, the slower pages render. Without attachments, or with only one or two, I have no complaints -- especially on such cheap hardware! > Full content searches take < 10 seconds (MySQL). However, ticket displays, > while faster, are not nearly as improved as I'd hoped. The same 90-second > ticket is down to about 60 seconds - again, all perl (FCGI under Apache2), > sitting at 100% CPU until the rendering is done. One of these days I'll > spend time looking into this but thought I'd at least chime in to indicate > "you're not alone" as well as indicate that even with very beefy hardware, > it's still slow. It sure feels like whenever I use it that Apache 2 is somewhat bloated. You may (if you can) see if you can benchmark the same pages from an Apache1 setup in a temporary directory on the same box, if you're not averse to using older versions of Apache for some reason. Nate From fatearthling at gmail.com Tue Nov 29 20:47:49 2005 From: fatearthling at gmail.com (Howard Kao) Date: Wed, 30 Nov 2005 09:47:49 +0800 Subject: [rt-users] A customization question In-Reply-To: <438CCC83.1080008@attglobal.net> References: <438CCC83.1080008@attglobal.net> Message-ID: Oh yes, I guess someone inadvertently changed the default global scrips a bit. My oversight. Thanks very much. On 11/30/05, Barry L. Kline wrote: > Howard Kao wrote: > > Hi all, > > > > In our environment, we often need to change owner of a ticket. I > > would like to know how RT can notify/send email to the person who is > > assigned to be the owner of a task? For example: A is the owner of > > ticket #5. The administrator takes ticket #5 and gives it to B so B > > now owns ticket #5. We would like B to be notified/sent an email in > > the "given to B" part. How can I do this? I don't know how to send > > an email through a scrip yet, but that's what I think how it should be > > done. > > > > Doesn't the global script #2 already do what your're asking? > > Scrip #2: > On Owner Change Notify Owner with template Transaction > From mikef at ack.Berkeley.EDU Tue Nov 29 22:14:28 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Tue, 29 Nov 2005 19:14:28 -0800 (PST) Subject: [rt-users] Syslog-related Error message Message-ID: <20051129175844.T25470@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I've been running RT 3.4.2 in production for about a week and looking around to make sure things are OK. At unpredictable times when I perform a transaction using the web interface, I see the following error message. Usually, the message stops occurring if I retry the transaction once or twice. I've lost my copy of the full message, including a back trace, that showed up in the web interface itself. But here's what appeared at about the same time in my log (lines wrapped by me for readability): [Tue Nov 29 17:57:27 2005] [error] [client 128.32.76.10] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: stream /dev/conslog is not writable at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77 [Tue Nov 29 17:57:27 2005] [error] [client 128.32.76.10] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: console is not writable at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77 The problem, as I've indicated, is transient. In this case I was just displaying the content of a ticket when the problem occurred. Because it's transient, I wonder if there is some kind of locking or enqueuing issue relating to syslog itself. Any ideas. My environment: RT 3.4.1 FreeBSD 5.4-RELEASE Perl 5.8.6 Apache-2.0.54_2 mod_fastcgi-2.4.2 Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQ40ZGK0bf1iNr4mCEQISvwCg8whcDpktOgskaiIAnugOjCClB1YAoJH9 LZGJXCZJ3avH9oyJyERU7NMN =BZyi -----END PGP SIGNATURE----- From ruslan.zakirov at gmail.com Tue Nov 29 23:41:16 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 07:41:16 +0300 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> Message-ID: <589c94400511292041i21fabe0k4e206917439393ec@mail.gmail.com> http://search.cpan.org/~ruz/RTx-Shredder-0.02_02/lib/RTx/Shredder.pm#Web_based_interface(WebUI) I only can add that you should have SuperUser right to use it. On 11/29/05, Jennifer I. Moore wrote: > Gentle greetings, > > I have installed these two tools (and can't wait to use them!), but they > are not showing up under System Tools in the web interface. Am I missing > something simple? > > Apache (and MySQL) were stopped and restarted after the install. We are > using a non-default location for RT and its related apps, but everything > for these tools seems to have landed in the right place. > > Config info: > PREFIX=/rt/apps/rt/rt-3.4.4 > Red Hat Enterprise Linux AS release 3 (Taroon Update 5) > Old RT 3.0.0 database dumped from MySQL 4.0.12, > sourced in MySQL 4.1.12, > and upgraded with RT 3.4.4 upgrade scripts, > seems complete and functional > Apache 1.3.33, mod_ssl 2.8.22-1.3.33, mod_perl 1.29, dynamic > Perl v5.8.6 i686-linux > HTML::Mason 1.3101 > DBIx::SearchBuilder 1.35 > > Thanks in advance, > Jennifer > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From todd at chaka.net Wed Nov 30 00:25:19 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 30 Nov 2005 00:25:19 -0500 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> Message-ID: <20051130052519.GP14146@chaka.net> On Tue, Nov 29, 2005 at 11:45:12AM -0500, Jennifer I. Moore wrote: > Gentle greetings, > > I have installed these two tools (and can't wait to use them!), but they > are not showing up under System Tools in the web interface. Am I missing > something simple? > > Apache (and MySQL) were stopped and restarted after the install. We are > using a non-default location for RT and its related apps, but everything > for these tools seems to have landed in the right place. > Try upgrading Mason? From todd at chaka.net Wed Nov 30 00:27:32 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 30 Nov 2005 00:27:32 -0500 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> Message-ID: <20051130052732.GQ14146@chaka.net> On Tue, Nov 29, 2005 at 11:45:12AM -0500, Jennifer I. Moore wrote: > Gentle greetings, > > I have installed these two tools (and can't wait to use them!), but they > are not showing up under System Tools in the web interface. Am I missing > something simple? > > Apache (and MySQL) were stopped and restarted after the install. We are > using a non-default location for RT and its related apps, but everything > for these tools seems to have landed in the right place. > > Config info: > PREFIX=/rt/apps/rt/rt-3.4.4 > Red Hat Enterprise Linux AS release 3 (Taroon Update 5) > Old RT 3.0.0 database dumped from MySQL 4.0.12, > sourced in MySQL 4.1.12, > and upgraded with RT 3.4.4 upgrade scripts, > seems complete and functional > Apache 1.3.33, mod_ssl 2.8.22-1.3.33, mod_perl 1.29, dynamic > Perl v5.8.6 i686-linux > HTML::Mason 1.3101 > DBIx::SearchBuilder 1.35 > Nevermind about Mason. I know I have seen this before. Your callbacks are not working. Hmmm... From matthew at sorbs.net Tue Nov 29 23:38:03 2005 From: matthew at sorbs.net (Matthew Sullivan) Date: Wed, 30 Nov 2005 15:38:03 +1100 Subject: [rt-users] How to get the number of tickets in the current queue as part of a reply? Message-ID: <438D2CAB.3000302@sorbs.net> All, Anyone know how to get the number of tickets with the status 'new' from the current queue as part of a template? In short, I want to send back a message similar to the default AutoReply but the an extra line that says: 'There are currently tickets awaiting processing before yours.' Thanks in advance, Mat From ruslan.zakirov at gmail.com Wed Nov 30 00:42:20 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 08:42:20 +0300 Subject: [rt-users] How to get the number of tickets in the current queue as part of a reply? In-Reply-To: <438D2CAB.3000302@sorbs.net> References: <438D2CAB.3000302@sorbs.net> Message-ID: <589c94400511292142p17fada3cu6b9f72a0aca1a8f8@mail.gmail.com> something like: { my $tickets = RT::Tickets->new( $RT::SystemUser ); $tickets->FromSQL( "Status = 'new' AND Queue = ". $Ticket->Queue ); $tickets->Count; } When you'll check it, please, add it to the http://wiki.bestpractical.com/index.cgi?CodeSnippets On 11/30/05, Matthew Sullivan wrote: > All, > > Anyone know how to get the number of tickets with the status 'new' from > the current queue as part of a template? > > In short, I want to send back a message similar to the default AutoReply > but the an extra line that says: > > 'There are currently tickets awaiting processing before yours.' > > Thanks in advance, > > Mat > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From matthew at sorbs.net Wed Nov 30 06:48:12 2005 From: matthew at sorbs.net (matthew at sorbs.net) Date: Wed, 30 Nov 2005 22:48:12 +1100 Subject: [rt-users] How to get the number of tickets in the current queue as part of a reply? Message-ID: <4f842ed8.2ed84f84@sorbs.net> ----- Original Message ----- From: Ruslan Zakirov Date: Wednesday, November 30, 2005 4:42 pm Subject: Re: [rt-users] How to get the number of tickets in the current queue as part of a reply? > something like: > { my $tickets = RT::Tickets->new( $RT::SystemUser ); > $tickets->FromSQL( "Status = 'new' AND Queue = ". $Ticket->Queue ); > $tickets->Count; } > > When you'll check it, please, add it to the > http://wiki.bestpractical.com/index.cgi?CodeSnippets Spot on! ;-) Added to the wiki, and thanks. Best regards, Mat From ruslan.zakirov at gmail.com Wed Nov 30 06:48:41 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 14:48:41 +0300 Subject: [rt-users] issue using rt-crontool In-Reply-To: <20051114190853.194344D8126@diesel.bestpractical.com> References: <20051102191026.GI896@chaka.net> <20051114190853.194344D8126@diesel.bestpractical.com> Message-ID: <589c94400511300348u4bd18fb1pc3cd948b12de8d69@mail.gmail.com> This is known problem that when you run "rt-crontool" then Transaction object is not available for templates and actions. It's on my TODO list, but is low priority thing, so patches for mainline are wellcome. On 11/14/05, Chris wrote: > I'm having an issue running a cron job using rt-crontool: > > #0 3 * * * /opt/rt3/bin/rt-crontool --search RT::Search::FromSQL \ > #--search-arg "LastUpdated < '3 days ago' AND Status != 'resolved' AND > Status != 'rejected'" \ > #--action RT::Action::RecordComment --template 'Ignored tickets' > > Gives me this error: > > (/opt/rt3/lib/RT/Template_Overlay.pm:369) > [Mon Nov 14 18:06:05 2005] [error]: Template parsing error: Can't call > method "CreatedAsString" on an undefined value at template line 3. > (/opt/rt3/lib/RT/Template_Overlay.pm:415) > [Mon Nov 14 18:06:05 2005] [error]: error: unexpected end of header > > This might be something easy, but I'm not a perl or script person - I just > use it as is, so my apologies if this is an easy fix. > > Using RT3.4.4 on CentOS4.2, Apache 2.0.52, mysql 4.1.12. > > Thanks, > Chris > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 30 06:54:09 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 14:54:09 +0300 Subject: [rt-users] radius and RT authentication In-Reply-To: <437A8BDA.7020402@internode.com.au> References: <437A8BDA.7020402@internode.com.au> Message-ID: <589c94400511300354g2bb04b03h41b90fc428c653b8@mail.gmail.com> On 11/16/05, Luke Vanderfluit wrote: > Hi. > > I have the following situation: > (Modperl1, apache 1.3) and RT > > I have a number of machines accessing RT. > Currently I either have them all authenticate through radius or none at > all. > > When I have the radius authentication directives in place in httpd.conf > All authentication takes place through radius. > When I remove those directives the authentication goes through RT. > > What I want is for certain hosts to authenticate through radius and > others to authenticate through RT. > > How do I do this? 1) in httpd.conf limit radius auth for hosts you want(I think it's possible) 2) configure RT to fallback to internal auth (see RT_Config.pm) > > -- > Luke > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 30 08:03:12 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 16:03:12 +0300 Subject: [rt-users] RTFM on SQLite In-Reply-To: <7412FC5B-9B5F-48FD-B371-AB3575922746@cavalletto.org> References: <7412FC5B-9B5F-48FD-B371-AB3575922746@cavalletto.org> Message-ID: <589c94400511300503q2edde75as708524b25ebd81ef@mail.gmail.com> On 11/21/05, Matthew Simon Cavalletto wrote: > Hello, > > I'm attempting to get RTFM installed on top of my RT setup, but ran > into a problem because I'm using SQLite for the database. > > The rt-setup-database process exits with "Couldn't find schema file > for SQLite". > > Has someone already hacked up an RTFM schema file for SQLite? > > Alternately, is this known to not work for some reason? I think RTFM has no SQLite schema because this DB is not considered for production using. You can "diff" RT SQLite schema with the other and use it as example to write own for RTFM. > > Thanks, > > -Simon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 30 08:10:13 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 16:10:13 +0300 Subject: [rt-users] Ticket's Describe in a Query Results In-Reply-To: References: Message-ID: <589c94400511300510q1a205c2ep52f89f502f6ef3f0@mail.gmail.com> http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail ... On 11/23/05, Rodolfo de Moraes Reis wrote: > Hello All! > > Any idea about this? In my point of view it's very useful... > > Thank's in advance! > Rodolfo > > -----Mensagem original----- > De: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Rodolfo de > Moraes Reis > Enviada em: segunda-feira, 21 de novembro de 2005 17:54 > Para: rt-users at lists.bestpractical.com > Assunto: [rt-users] Ticket's Describe in a Query Results > > Hello All, > > Is it possible include describe's field (the first entry of ticket history) in a query result page? > > Thank's in advance, > > Rodolfo de Moraes Reis > Diretoria de Solu??es de > Intelig?ncia de Neg?cios > CPqD Telecom & IT Solutions > Tel.: +55 19 3705-5986 > Fax: +55 19 3705-6786 > rmreis at cpqd.com.br > www.cpqd.com.br > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 30 08:20:29 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 16:20:29 +0300 Subject: [rt-users] Webrt.css Question In-Reply-To: <00b701c5f1bc$430c4370$61fd3f0a@dew04041> References: <1132918543.2366.62.camel@mariusz> <00b701c5f1bc$430c4370$61fd3f0a@dew04041> Message-ID: <589c94400511300520p509c6e4o6b9439bfbb847bb6@mail.gmail.com> On 11/25/05, Torsten Brumm wrote: > Hi RT Users, > > i'm just playing around with the WebRT Css File, so far so good, but there > are two things i can't change at this moment. > > 1. at the RT Header (the Preferences and Logout Links) i'm not able to > change the Color, i need a dark blue haeder, and black dosn't look good ;-) > > 2. The "RT at a Glance" right hand from the Main Menu seams also not covered > by the Css File, i can't find a value to change this from white to a > different color. > > Any Ideas or sugestions? Look into 3.5, and if there is still problems send bug report or better send patch :) > > Thanks > > Torsten > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 30 08:29:43 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 16:29:43 +0300 Subject: [rt-users] closing the bounce loop. In-Reply-To: References: Message-ID: <589c94400511300529x5ebf3bc6ocfca5372e4f53ad6@mail.gmail.com> On 11/28/05, Vivek Khera wrote: > I've scanned for possible solutions to this in the Wiki, but have not > found anything. > > Basically, I want to close the bounce-mail loop for new tickets. > That is, some fool with broken email sends a request for some help, > but the reply bounces. I want that bounce to be recorded with the > original ticket. > > Is there a bounce processor script for RT that will scan through > bounced email looking for the proper ticket identifier and hook it up > right? I don't remember that someone sent solution. I wrote one, but it's not under GPL, sorry. Suggestions: 1) use -f flag of the sendmail that sets return path for bounces 2) there is perl module on the CPAN that allows you to automate partly parsing of the bounces 3) perl script that adds comment to the ticket is easy enough, I'm sure there is examples in the archives > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 30 08:35:44 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 16:35:44 +0300 Subject: [rt-users] RT Upgrade In-Reply-To: <43848348.7030804@rezab.org> References: <43848348.7030804@rezab.org> Message-ID: <589c94400511300535q5d3e7ae4w134db569b6e8c42@mail.gmail.com> On 11/23/05, Honza Rezab wrote: > Hello all. > > I use request tracker 3.0.8 and I want upgrade to debian > version request-tracker3.4_3.4.1-2_all.deb. > > Can I do it? I know that you can upgrade from 3.0 to 3.4 when you installed RT yourself. So upgrade is possible, but I don't know how well deb packages at this point. Main thing in upgrade is DB schema. You can do next things: 1) upgrade DB with scripts from RT 3.4 tarball 2) install deb package and configure it to use DB you have Don't forget to backup. There is no scripts to downgrade. > > Thanks you for answer. > > Honza. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 30 08:46:45 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 16:46:45 +0300 Subject: [rt-users] Ticket missing from database In-Reply-To: <20051128090422.P52012@malcolm.berkeley.edu> References: <20051128090422.P52012@malcolm.berkeley.edu> Message-ID: <589c94400511300546t30ad1ffj43d805d8f3ee3869@mail.gmail.com> I don't understand your problem, but 1) you can't search deleted tickets by id 2) you can view it by #id 3) 3.4.3 has patch that allows you to get deleted tickets from script. On 11/28/05, Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I've just put RT 3.4.2 into production and have noticed something > interesting. One of the tickets that had been created earlier is no > longer in the database! At least it can't be accessed via RT. Yet other > tickets with higher numbers are there. I have not done anything directly > against the (MySQL) database (such as run RTShredder) that would have > removed the ticket. > > Any idea how this can occur? It's possible that the ticket was marked > with status 'deleted', but it shouldn't be gone from the database. > > As it happens, this messes up one of my perl scripts, that displays all > tickets with status 'deleted' in a range of ticket numbers, but stops as > soon as a ticket can't be loaded, on the assumption that this means I've > passed the largest ticket number currently in RT. It would be nice if I > could continue to rely on that assumption, at least as long as I don't > intentionally remove tickets from the database. > > Thanks. > > Mike > > _____________________________________________________________________ > Mike Friedman System and Network Security > mikef at ack.Berkeley.EDU 2484 Shattuck Avenue > 1-510-642-1410 University of California at Berkeley > http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu > _____________________________________________________________________ > > -----BEGIN PGP SIGNATURE----- > Version: PGP 6.5.8 > > iQA+AwUBQ4s7Y60bf1iNr4mCEQLOngCYgGRS87I8yLEx0BCU6qxF6tJV5wCgz1lI > I5m6Wk3F8kUs5f18V2W1U2k= > =xPZD > -----END PGP SIGNATURE----- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Nov 30 09:16:39 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 17:16:39 +0300 Subject: [rt-users] Syslog-related Error message In-Reply-To: <20051129175844.T25470@malcolm.berkeley.edu> References: <20051129175844.T25470@malcolm.berkeley.edu> Message-ID: <589c94400511300616t61448a3eje66b565a10e432f0@mail.gmail.com> On 11/30/05, Mike Friedman wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I've been running RT 3.4.2 in production for about a week and looking > around to make sure things are OK. At unpredictable times when I perform > a transaction using the web interface, I see the following error message. > Usually, the message stops occurring if I retry the transaction once or > twice. > > I've lost my copy of the full message, including a back trace, that showed > up in the web interface itself. But here's what appeared at about the > same time in my log (lines wrapped by me for readability): > > > [Tue Nov 29 17:57:27 2005] [error] [client 128.32.76.10] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" > stderr: stream /dev/conslog is not writable at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77 > [Tue Nov 29 17:57:27 2005] [error] [client 128.32.76.10] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" > stderr: console is not writable at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77 > > The problem, as I've indicated, is transient. In this case I was just > displaying the content of a ticket when the problem occurred. Because > it's transient, I wonder if there is some kind of locking or enqueuing > issue relating to syslog itself. > > Any ideas. I think problem is in Log::Dispatch, Log::Dispatch::Syslog or in your syslog configuration. Easiest you can do is turn off logging to syslog and turn logging to file in the RT config. You also could try to update Log::Dispatch module and/or ask devlopers of the module for help. > > My environment: > > RT 3.4.1 > FreeBSD 5.4-RELEASE > Perl 5.8.6 > Apache-2.0.54_2 > mod_fastcgi-2.4.2 > > Mike -- Best regards, Ruslan. From jim1 at cornell.edu Wed Nov 30 10:11:45 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Wed, 30 Nov 2005 10:11:45 -0500 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <589c94400511292041i21fabe0k4e206917439393ec@mail.gmail.com > References: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20051130100111.016326f8@postoffice8.mail.cornell.edu> At 11/29/2005 11:41 PM, you wrote: >http://search.cpan.org/~ruz/RTx-Shredder-0.02_02/lib/RTx/Shredder.pm#Web_based_interface(WebUI) >I only can add that you should have SuperUser right to use it. Hi Ruslan, Thank you for the reply, and the reference. Is there an additional install step to get Shredder's WebUI integrated with RT's WebUI? Or should this happen automatically? (Sorry, novice questions I'm sure.) Shredder is not currently showing up under Configuration->Tools. I gave it a try from the command line, and received the errors included below. I also checked the version of Locale::Maketext as follows: > sudo perl -MLocale::Maketext -e 'print $Locale::Maketext::VERSION' 1.10 > Thank you in advance for your assistance, Jennifer Results of using Shredder CLI: > pwd /rt/apps/rt/rt-3.4.4/sbin > ll total 56K -rwxr-xr-x 1 root root 5.0K Nov 4 14:51 rt-dump-database* -rwxr-xr-x 1 root root 20K Nov 4 14:51 rt-setup-database* -rwxr-xr-x 1 root root 8.5K Nov 4 14:51 rt-test-dependencies* -r-xr-xr-x 1 root root 4.1K Nov 28 14:28 rtx-shredder* -r-xr-xr-x 1 root root 1.8K Nov 28 14:28 rtx-validator* > sudo ./rtx-shredder --plugin list Password: Locale::Maketext version 1.04 required--this is only version 1.03 at /rt/apps/rt/rt-3.4.4/lib/RT/I18N.pm line 56. BEGIN failed--compilation aborted at /rt/apps/rt/rt-3.4.4/lib/RT/I18N.pm line 56. Compilation failed in require at /rt/apps/rt/rt-3.4.4/lib/RT.pm line 48. BEGIN failed--compilation aborted at /rt/apps/rt/rt-3.4.4/lib/RT.pm line 48. Compilation failed in require at /rt/apps/rt/rt-3.4.4/lib/RTx/Shredder.pm line 118. BEGIN failed--compilation aborted at /rt/apps/rt/rt-3.4.4/lib/RTx/Shredder.pm line 118. Compilation failed in require at ./rtx-shredder line 69. BEGIN failed--compilation aborted at ./rtx-shredder line 69. > From jim1 at cornell.edu Wed Nov 30 10:14:15 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Wed, 30 Nov 2005 10:14:15 -0500 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <20051130052732.GQ14146@chaka.net> References: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20051130101155.01e68d08@postoffice8.mail.cornell.edu> Hi Todd, Thank you for the reply. Neverminding Mason as instructed. :) I'm still learning, so callbacks are a bit over my head yet. Is there some additional information I can provide that would be helpful? Thanks in advance for your help, Jennifer At 11/30/2005 12:27 AM, you wrote: >On Tue, Nov 29, 2005 at 11:45:12AM -0500, Jennifer I. Moore wrote: > > Gentle greetings, > > > > I have installed these two tools (and can't wait to use them!), but they > > are not showing up under System Tools in the web interface. Am I missing > > something simple? > > > > Apache (and MySQL) were stopped and restarted after the install. We are > > using a non-default location for RT and its related apps, but everything > > for these tools seems to have landed in the right place. > > > > Config info: > > PREFIX=/rt/apps/rt/rt-3.4.4 > > Red Hat Enterprise Linux AS release 3 (Taroon Update 5) > > Old RT 3.0.0 database dumped from MySQL 4.0.12, > > sourced in MySQL 4.1.12, > > and upgraded with RT 3.4.4 upgrade scripts, > > seems complete and functional > > Apache 1.3.33, mod_ssl 2.8.22-1.3.33, mod_perl 1.29, dynamic > > Perl v5.8.6 i686-linux > > HTML::Mason 1.3101 > > DBIx::SearchBuilder 1.35 > > > >Nevermind about Mason. I know I have seen this before. Your >callbacks are not working. Hmmm... From ruslan.zakirov at gmail.com Wed Nov 30 10:17:21 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 18:17:21 +0300 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <589c94400511292041i21fabe0k4e206917439393ec@mail.gmail.com> References: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> <589c94400511292041i21fabe0k4e206917439393ec@mail.gmail.com> Message-ID: <589c94400511300717p5a17b975v41aa20190c85026b@mail.gmail.com> Do you see Shredder tab at all in the web interface? On 11/30/05, Ruslan Zakirov wrote: > http://search.cpan.org/~ruz/RTx-Shredder-0.02_02/lib/RTx/Shredder.pm#Web_based_interface(WebUI) > I only can add that you should have SuperUser right to use it. > > On 11/29/05, Jennifer I. Moore wrote: > > Gentle greetings, > > > > I have installed these two tools (and can't wait to use them!), but they > > are not showing up under System Tools in the web interface. Am I missing > > something simple? > > > > Apache (and MySQL) were stopped and restarted after the install. We are > > using a non-default location for RT and its related apps, but everything > > for these tools seems to have landed in the right place. > > > > Config info: > > PREFIX=/rt/apps/rt/rt-3.4.4 > > Red Hat Enterprise Linux AS release 3 (Taroon Update 5) > > Old RT 3.0.0 database dumped from MySQL 4.0.12, > > sourced in MySQL 4.1.12, > > and upgraded with RT 3.4.4 upgrade scripts, > > seems complete and functional > > Apache 1.3.33, mod_ssl 2.8.22-1.3.33, mod_perl 1.29, dynamic > > Perl v5.8.6 i686-linux > > HTML::Mason 1.3101 > > DBIx::SearchBuilder 1.35 > > > > Thanks in advance, > > Jennifer > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > > San Francisco - Find out more at http://bestpractical.com/services/training.html > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. -------------- next part -------------- A non-text attachment was scrubbed... Name: Screenshot-3.jpg Type: image/jpeg Size: 13209 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Wed Nov 30 10:23:33 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 18:23:33 +0300 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <5.2.1.1.2.20051130100111.016326f8@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051130100111.016326f8@postoffice8.mail.cornell.edu> Message-ID: <589c94400511300723k7a37e1ao62b64452364e1e50@mail.gmail.com> Ok, Jennifer, do you have two perl versions installed? If yes then hack first line in the rtx-shredder script or run it with next command: $ sudo /path/to/perl/for/rt rtx-shredder --bla-bla... On 11/30/05, Jennifer I. Moore wrote: > > At 11/29/2005 11:41 PM, you wrote: > >http://search.cpan.org/~ruz/RTx-Shredder-0.02_02/lib/RTx/Shredder.pm#Web_based_interface(WebUI) > >I only can add that you should have SuperUser right to use it. > > Hi Ruslan, > > Thank you for the reply, and the reference. > > Is there an additional install step to get Shredder's WebUI integrated with > RT's WebUI? Or should this happen automatically? (Sorry, novice questions > I'm sure.) Shredder is not currently showing up under Configuration->Tools. > > I gave it a try from the command line, and received the errors included > below. I also checked the version of Locale::Maketext as follows: > > > sudo perl -MLocale::Maketext -e 'print $Locale::Maketext::VERSION' > 1.10 > > > > Thank you in advance for your assistance, > Jennifer > > Results of using Shredder CLI: > > pwd > /rt/apps/rt/rt-3.4.4/sbin > > ll > total 56K > -rwxr-xr-x 1 root root 5.0K Nov 4 14:51 rt-dump-database* > -rwxr-xr-x 1 root root 20K Nov 4 14:51 rt-setup-database* > -rwxr-xr-x 1 root root 8.5K Nov 4 14:51 rt-test-dependencies* > -r-xr-xr-x 1 root root 4.1K Nov 28 14:28 rtx-shredder* > -r-xr-xr-x 1 root root 1.8K Nov 28 14:28 rtx-validator* > > sudo ./rtx-shredder --plugin list > Password: > Locale::Maketext version 1.04 required--this is only version 1.03 at > /rt/apps/rt/rt-3.4.4/lib/RT/I18N.pm line 56. > BEGIN failed--compilation aborted at /rt/apps/rt/rt-3.4.4/lib/RT/I18N.pm > line 56. > Compilation failed in require at /rt/apps/rt/rt-3.4.4/lib/RT.pm line 48. > BEGIN failed--compilation aborted at /rt/apps/rt/rt-3.4.4/lib/RT.pm line 48. > Compilation failed in require at /rt/apps/rt/rt-3.4.4/lib/RTx/Shredder.pm > line 118. > BEGIN failed--compilation aborted at > /rt/apps/rt/rt-3.4.4/lib/RTx/Shredder.pm line 118. > Compilation failed in require at ./rtx-shredder line 69. > BEGIN failed--compilation aborted at ./rtx-shredder line 69. > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From todd at chaka.net Wed Nov 30 11:09:50 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 30 Nov 2005 11:09:50 -0500 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <5.2.1.1.2.20051130101155.01e68d08@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> <5.2.1.1.2.20051130101155.01e68d08@postoffice8.mail.cornell.edu> Message-ID: <20051130160950.GR14146@chaka.net> On Wed, Nov 30, 2005 at 10:14:15AM -0500, Jennifer I. Moore wrote: > Hi Todd, > > Thank you for the reply. Neverminding Mason as instructed. :) > > I'm still learning, so callbacks are a bit over my head yet. Is there some > additional information I can provide that would be helpful? > > Thanks in advance for your help, > Jennifer > Where is the file html/Callbacks/AssetTracker/Elements/Tabs/Default within your RT installation? -Todd From jim1 at cornell.edu Wed Nov 30 10:34:34 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Wed, 30 Nov 2005 10:34:34 -0500 Subject: [rt-users] RTx::Shredder & RTx::RightsMatrix Tools Question In-Reply-To: <589c94400511300717p5a17b975v41aa20190c85026b@mail.gmail.co m> References: <589c94400511292041i21fabe0k4e206917439393ec@mail.gmail.com> <5.2.1.1.2.20051129112633.016d5ad0@postoffice8.mail.cornell.edu> <589c94400511292041i21fabe0k4e206917439393ec@mail.gmail.com> Message-ID: <5.2.1.1.2.20051130102156.0162f3b8@postoffice8.mail.cornell.edu> Hi Ruslan, Thank you for the screenshot. It confirms that I was looking in the right place. But no, Shredder is not appearing in the web interface. Thank you, Jennifer At 11/30/2005 10:17 AM, you wrote: >Do you see Shredder tab at all in the web interface? > >On 11/30/05, Ruslan Zakirov wrote: > > > http://search.cpan.org/~ruz/RTx-Shredder-0.02_02/lib/RTx/Shredder.pm#Web_based_interface(WebUI) > > I only can add that you should have SuperUser right to use it. > > > > On 11/29/05, Jennifer I. Moore wrote: > > > Gentle greetings, > > > > > > I have installed these two tools (and can't wait to use them!), but they > > > are not showing up under System Tools in the web interface. Am I missing > > > something simple? > > > > > > Apache (and MySQL) were stopped and restarted after the install. We are > > > using a non-default location for RT and its related apps, but everything > > > for these tools seems to have landed in the right place. > > > > > > Config info: > > > PREFIX=/rt/apps/rt/rt-3.4.4 > > > Red Hat Enterprise Linux AS release 3 (Taroon Update 5) > > > Old RT 3.0.0 database dumped from MySQL 4.0.12, > > > sourced in MySQL 4.1.12, > > > and upgraded with RT 3.4.4 upgrade scripts, > > > seems complete and functional > > > Apache 1.3.33, mod_ssl 2.8.22-1.3.33, mod_perl 1.29, dynamic > > > Perl v5.8.6 i686-linux > > > HTML::Mason 1.3101 > > > DBIx::SearchBuilder 1.35 > > > > > > Thanks in advance, > > > Jennifer > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Download a free sample chapter of RT Essentials from O'Reilly Media > at http://rtbook.bestpractical.com > > > > > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > > > San Francisco - Find out more at > http://bestpractical.com/services/training.html > > > > > > > > > -- > > Best regards, Ruslan. > > > > >-- >Best regards, Ruslan. From mikef at ack.Berkeley.EDU Wed Nov 30 11:20:27 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 30 Nov 2005 08:20:27 -0800 (PST) Subject: [rt-users] Ticket missing from database In-Reply-To: <589c94400511300546t30ad1ffj43d805d8f3ee3869@mail.gmail.com> References: <20051128090422.P52012@malcolm.berkeley.edu> <589c94400511300546t30ad1ffj43d805d8f3ee3869@mail.gmail.com> Message-ID: <20051130081144.G42469@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wed, 30 Nov 2005 at 16:46 (+0300), Ruslan Zakirov wrote: > I don't understand your problem, but > 1) you can't search deleted tickets by id > 2) you can view it by #id > 3) 3.4.3 has patch that allows you to get deleted tickets from script. Ruslan, First of all, the script I have to list deleted tickets uses the RT API and just does a Load of each ticket by ID in a loop. And this does work. But the problem is that certain tickets can't be loaded by ID, either from my script or from the web interface. In the latter case, I get the message 'Can't load ticket nnnn ...'. The ticket really seems to be gone. Yet greater ticket numbers continue to be created in the db, so that's why I can't understand where those missing tickets went. I've thus far found at least a couple of 'gaps' in my RT's ticket sequencing, i.e., ticket numbers that simply can't be loaded. I assume those tickets existed at one point, or else later ticket numbers wouldn't have been assigned by RT. What could cause tickets to just disappear, or at least not be able to be loaded? Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA+AwUBQ43RT60bf1iNr4mCEQKzZACgvO+b5hntSSR4JQDIcxRsPJB5598Al3g6 dyExYma9EM6noTOYfnIaMBk= =vA3V -----END PGP SIGNATURE----- From phanoko at yahoo.com Wed Nov 30 11:17:35 2005 From: phanoko at yahoo.com (Phanoko) Date: Wed, 30 Nov 2005 08:17:35 -0800 (PST) Subject: [rt-users] Priority Based Scrip Message-ID: <20051130161735.97756.qmail@web53902.mail.yahoo.com> I'm in need of a scrip that will check the ticket as it's created and if it's priority is 4 or greater than e-mail 'charliebrown at snoopy.com' This is what I've started with. I just copied and pasted from an hour script I found so I don't know if it is in any way correct. Anyone's help would be awesome. I'll even buy you lunch if you get out to Vegas. :) package RT::Condition::Priority; use strict; use base 'RT::Condition::Generic'; sub IsApplicable { my $self = shift; return 0 unless $self->TicketObj->Priority >= 4; return 1; } 1; __________________________________ Start your day with Yahoo! - Make it your home page! http://www.yahoo.com/r/hs From sturner at MIT.EDU Wed Nov 30 11:26:20 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 30 Nov 2005 11:26:20 -0500 Subject: [rt-users] MasonX::Profiler + standalone web server Message-ID: <6.2.1.2.2.20051130112519.031f0d00@po14.mit.edu> Can someone give me a hint on how to get MasonX::Profiler to work with the standalone web server? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From sturner at MIT.EDU Wed Nov 30 12:23:38 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 30 Nov 2005 12:23:38 -0500 Subject: [rt-users] MasonX::Profiler + standalone web server In-Reply-To: <6.2.1.2.2.20051130112519.031f0d00@po14.mit.edu> References: <6.2.1.2.2.20051130112519.031f0d00@po14.mit.edu> Message-ID: <6.2.1.2.2.20051130121714.031d9b48@po14.mit.edu> At Wednesday 11/30/2005 11:26 AM, Stephen Turner wrote: >Can someone give me a hint on how to get MasonX::Profiler to work with the >standalone web server? > >Thanks, >Steve I figured this out. I modified lib/RT/Interface/Web/Standalone.pm : - added 'use MasonX::Profiler;' at the top - added additional argument to the call to RT::Interface::Web::Handler->new in the new_handler method. preamble => 'my $p = MasonX::Profiler->new($m, $r);', Steve From ruslan.zakirov at gmail.com Wed Nov 30 12:28:18 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 30 Nov 2005 20:28:18 +0300 Subject: [rt-users] MasonX::Profiler + standalone web server In-Reply-To: <6.2.1.2.2.20051130121714.031d9b48@po14.mit.edu> References: <6.2.1.2.2.20051130112519.031f0d00@po14.mit.edu> <6.2.1.2.2.20051130121714.031d9b48@po14.mit.edu> Message-ID: <589c94400511300928n516891a8k752c801571725837@mail.gmail.com> On 11/30/05, Stephen Turner wrote: > > At Wednesday 11/30/2005 11:26 AM, Stephen Turner wrote: > >Can someone give me a hint on how to get MasonX::Profiler to work with the > >standalone web server? > > > >Thanks, > >Steve > > I figured this out. I modified lib/RT/Interface/Web/Standalone.pm : > > - added 'use MasonX::Profiler;' at the top > > - added additional argument to the call to RT::Interface::Web::Handler->new > in the new_handler method. > > preamble => 'my $p = MasonX::Profiler->new($m, $r);', I think you can do the same from the RT config. > > Steve > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html > -- Best regards, Ruslan. From vivek at khera.org Wed Nov 30 13:00:29 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 30 Nov 2005 13:00:29 -0500 Subject: [rt-users] closing the bounce loop. In-Reply-To: <589c94400511300529x5ebf3bc6ocfca5372e4f53ad6@mail.gmail.com> References: <589c94400511300529x5ebf3bc6ocfca5372e4f53ad6@mail.gmail.com> Message-ID: <5B6C5989-3BD3-41B6-BB3E-EE64974EEF03@khera.org> On Nov 30, 2005, at 8:29 AM, Ruslan Zakirov wrote: > I don't remember that someone sent solution. I wrote one, but it's not > under GPL, sorry. i can write one no problem.... i was just hoping to avoid that work if it was already available. Is your for sale? From joshua.fritsch at nyfix.com Wed Nov 30 13:56:09 2005 From: joshua.fritsch at nyfix.com (Joshua Fritsch) Date: Wed, 30 Nov 2005 13:56:09 -0500 Subject: [rt-users] Custom fields - global vs. by queue Message-ID: <9B1FC7278D3CC14DA7278DA1520AF6F206D0EF82@stmail1.nyfix.com> Is it possible to have a custom field span multiple queues but not be global? For example, I have queues A, B, C & D. I want custom field 'foo' to be available in A & B, but not in C & D. Any help would be appreciated! -J From jesse at bestpractical.com Wed Nov 30 13:57:35 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 30 Nov 2005 13:57:35 -0500 Subject: [rt-users] Custom fields - global vs. by queue In-Reply-To: <9B1FC7278D3CC14DA7278DA1520AF6F206D0EF82@stmail1.nyfix.com> References: <9B1FC7278D3CC14DA7278DA1520AF6F206D0EF82@stmail1.nyfix.com> Message-ID: <20051130185735.GE25266@bestpractical.com> On Wed, Nov 30, 2005 at 01:56:09PM -0500, Joshua Fritsch wrote: > Is it possible to have a custom field span multiple queues but not be > global? For example, I have queues A, B, C & D. I want custom field > 'foo' to be available in A & B, but not in C & D. > > Any help would be appreciated! Sure! Are you running RT 3.4? From justin at cityfone.net Wed Nov 30 12:51:15 2005 From: justin at cityfone.net (Justin Zygmont) Date: Wed, 30 Nov 2005 09:51:15 -0800 Subject: [rt-users] rt with apache + fastcgi - RHEL4 not working Message-ID: <438DE693.7060403@cityfone.net> Hi, I have followed the instructions from the wiki about how to install rt 3.4.4 on RHEL4 with fastcgi, and i'm suprised that it doesn't work. when I browse to login, I can get the login page, but then it says: You're almost there! You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. my httpd config is almost the same as it shows from the wiki at: http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide Here is what i have: LoadModule fastcgi_module modules/mod_fastcgi.so NameVirtualHost *:80 FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 9 ServerName citysupport DocumentRoot /opt/rt3/share/html/ ErrorLog logs/citysupport/error_log AddHandler fastcgi-script .fcgi Options FollowSymLinks ExecCGI AllowOverride None Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ Any help would be tremendously appreciated.. From joshua.fritsch at nyfix.com Wed Nov 30 14:25:13 2005 From: joshua.fritsch at nyfix.com (Joshua Fritsch) Date: Wed, 30 Nov 2005 14:25:13 -0500 Subject: [rt-users] Custom fields - global vs. by queue Message-ID: <9B1FC7278D3CC14DA7278DA1520AF6F206D0EFBB@stmail1.nyfix.com> > Sure! Are you running RT 3.4? No, but if that's required it would be a great excuse to push through the upgrade that's waiting in the wings! (Currently using 3.2.1) -J From vivek at khera.org Wed Nov 30 14:29:35 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 30 Nov 2005 14:29:35 -0500 Subject: [rt-users] strange errors from mailgate Message-ID: <93876317-00C5-4A0B-9943-1A2A8F7903A5@khera.org> Lately, I've been seeing these in my mail queue: 88E86B860 53247 Wed Nov 30 14:05:57 MAILER-DAEMON (temporary failure. Command output: An Error Occurred ================= 500 Internal Server Error) Basically, the mailgate is getting the "500 Internal Server Error" from the REST interface to the web server, and reporting a tempfail to the mail server (Postfix). However, the big problem here is that the web server succeeded in creating that ticket. So now when the mail server retries to give the message to rt-mailgate, it will create yet another ticket. There are no errors in the web server log for the corresponding time from the mail server logs of when this error happened. A similar thing happened a few days ago and cleared itself up after stopping/restarting the web server. Today this did not help. RT 3.4.4 running under FastCGI in Apache 2 on FreeBSD 6.0 with Perl 5.8.7 all installed from FreeBSD ports at the start of November. Any clues would be appreciated. From MikeHamilton at clovisusd.k12.ca.us Wed Nov 30 14:34:37 2005 From: MikeHamilton at clovisusd.k12.ca.us (MikeHamilton at clovisusd.k12.ca.us) Date: Wed, 30 Nov 2005 11:34:37 -0800 Subject: [rt-users] LDAP authentication.. Message-ID: TeleMole, It seems to me that rather than LDAP, you are really wanting to authenticate against NDS/eDir... I was thinking about the way that Novell uses Apache2 for some of their existing products however, and figured that they must have _something_ that would work, so I found this: http://developer.novell.com/wiki/index.php/MOD_EDIR_-_Apache_2.0_Web_Server_eDirectory_Services_Module This is an Apache2 module for Novell's eDirectory - souce is provided, so it seems like that would fit your bill a little better. I have a colleague that uses LDAP authentication with AD, and they just deal with the LDAP syntax of cn=blah,ou=blah,o=blah since only their techs actually login to the web interface. I would imagine that you would need the NetWare client for true single signon. Best of luck! If I get a chance, I'll give it a try in our lab over here (we have eDir 8.7.) and see if I can get it working. We rolled out eDir AFTER RT, so I haven't thought much about a cutover yet. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Nov 30 14:56:54 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 30 Nov 2005 14:56:54 -0500 Subject: [rt-users] Custom fields - global vs. by queue In-Reply-To: <9B1FC7278D3CC14DA7278DA1520AF6F206D0EFBB@stmail1.nyfix.com> References: <9B1FC7278D3CC14DA7278DA1520AF6F206D0EFBB@stmail1.nyfix.com> Message-ID: <20051130195654.GG25266@bestpractical.com> On Wed, Nov 30, 2005 at 02:25:13PM -0500, Joshua Fritsch wrote: > > Sure! Are you running RT 3.4? > > No, but if that's required it would be a great excuse to push through > the upgrade that's waiting in the wings! (Currently using 3.2.1) Yes. It's a feature we added for 3.4 > -J > -- From jesse at bestpractical.com Wed Nov 30 14:59:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 30 Nov 2005 14:59:52 -0500 Subject: [rt-users] strange errors from mailgate In-Reply-To: <93876317-00C5-4A0B-9943-1A2A8F7903A5@khera.org> References: <93876317-00C5-4A0B-9943-1A2A8F7903A5@khera.org> Message-ID: <20051130195952.GH25266@bestpractical.com> On Wed, Nov 30, 2005 at 02:29:35PM -0500, Vivek Khera wrote: > Lately, I've been seeing these in my mail queue: > > > 88E86B860 53247 Wed Nov 30 14:05:57 MAILER-DAEMON > (temporary failure. Command output: An Error Occurred > ================= 500 Internal Server Error) > > Basically, the mailgate is getting the "500 Internal Server Error" > from the REST interface to the web server, and reporting a tempfail > to the mail server (Postfix). > > However, the big problem here is that the web server succeeded in > creating that ticket. So now when the mail server retries to give > the message to rt-mailgate, it will create yet another ticket. > > There are no errors in the web server log for the corresponding time > from the mail server logs of when this error happened. > > A similar thing happened a few days ago and cleared itself up after > stopping/restarting the web server. Today this did not help. I'm betting this is a timeout. try upping the --timeout on your rt-mailgate commandline? > > RT 3.4.4 running under FastCGI in Apache 2 on FreeBSD 6.0 with Perl > 5.8.7 all installed from FreeBSD ports at the start of November. > > Any clues would be appreciated. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at > http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at > http://bestpractical.com/services/training.html > -- From vivek at khera.org Wed Nov 30 15:37:03 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 30 Nov 2005 15:37:03 -0500 Subject: [rt-users] strange errors from mailgate In-Reply-To: <20051130195952.GH25266@bestpractical.com> References: <93876317-00C5-4A0B-9943-1A2A8F7903A5@khera.org> <20051130195952.GH25266@bestpractical.com> Message-ID: <142E8FEC-A05C-4F2E-811B-044F8D4645F7@khera.org> On Nov 30, 2005, at 2:59 PM, Jesse Vincent wrote: > I'm betting this is a timeout. try upping the --timeout on your > rt-mailgate commandline? Oooohhhh. Looks like FastCGI has a 120 second idle timeout vs. RT's 180 seconds... maybe that's the problem. I'm making them the same to see what happens. Thanks for the pointer. From Peter_Losher at isc.org Wed Nov 30 15:21:16 2005 From: Peter_Losher at isc.org (Peter Losher) Date: Wed, 30 Nov 2005 12:21:16 -0800 Subject: [rt-users] Overzealous quoting characters in WebRT? Message-ID: <200511301221.19403.Peter_Losher@isc.org> Hi, Several months ago, our organization upgraded our various RT2/3 installs to RT 3.4.2. One nagging change seems to have been the quoting style... With RT2, when you responded to a message in WebRT, the quote looked like this: -=- [ this at email.com - Date ] > bla, bla, bla -=- Now with our 3.4.2 installs, those same quotes have extra quoting characters, including the "quoted from" line , like this: -=- > [ this at email.com - Date ] > > bla, bla, bla -=- Is this the norm now, and if so, how can I get the old quoting style back? Best Wishes - Peter -- Peter_Losher at isc.org | ISC | OpenPGP 0xE8048D08 | "The bits must flow" -------------- next part -------------- A non-text attachment was scrubbed... Name: not available Type: application/pgp-signature Size: 187 bytes Desc: not available URL: From jesse at bestpractical.com Wed Nov 30 16:00:03 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 30 Nov 2005 16:00:03 -0500 Subject: [rt-users] Overzealous quoting characters in WebRT? In-Reply-To: <200511301221.19403.Peter_Losher@isc.org> References: <200511301221.19403.Peter_Losher@isc.org> Message-ID: <20051130210003.GN25266@bestpractical.com> On Wed, Nov 30, 2005 at 12:21:16PM -0800, Peter Losher wrote: > Hi, > > Several months ago, our organization upgraded our various RT2/3 installs to > RT 3.4.2. One nagging change seems to have been the quoting style... With > RT2, when you responded to a message in WebRT, the quote looked like this: > > -=- > [ this at email.com - Date ] > > Now with our 3.4.2 installs, those same quotes have extra quoting > characters, including the "quoted from" line , like this: > > -=- > > [ this at email.com - Date ] > > Is this the norm now, and if so, how can I get the old quoting style back? > It's a bug. I'm pretty sure we've fixed it in RT 3.5. I'd take a patch to fix it for 3.4 > Best Wishes - Peter > -- > Peter_Losher at isc.org | ISC | OpenPGP 0xE8048D08 | "The bits must flow" > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -- From gilbertoribeiro at netcabo.pt Wed Nov 30 16:58:07 2005 From: gilbertoribeiro at netcabo.pt (Gilberto Ribeiro) Date: Wed, 30 Nov 2005 21:58:07 +0000 Subject: [rt-users] Installin RT on Ubuntu Message-ID: <1133387887.13208.6.camel@localhost.localdomain> Hi, I'm trying to install RT on Ubuntu 5.10, but i'm gettint the following error while populating the DB: # rt-setup-database-3.4 --action init -dba rtuser --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as rtuser. Please specify that user's database password below. If the user has no database password, just press return. Password: install_driver(Pg) failed: Can't locate DBD/Pg.pm in @INC (@INC contains: /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at (eval 190) line 3, line 1. Perhaps the DBD::Pg perl module hasn't been fully installed, or perhaps the capitalisation of 'Pg' isn't right. Available drivers: DBM, ExampleP, File, Proxy, Sponge, mysql. at /usr/sbin/rt-setup-database-3.4 line 132 root at SCSI:/home/gr # locate Pg.pm /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm Any ideas? I've dorped the DB, a re-created it, but always get the same error Thanks in advance Gilberto Ribeiro -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Wed Nov 30 17:10:43 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 30 Nov 2005 17:10:43 -0500 Subject: [rt-users] Installin RT on Ubuntu In-Reply-To: <1133387887.13208.6.camel@localhost.localdomain> References: <1133387887.13208.6.camel@localhost.localdomain> Message-ID: <20051130221043.GR25266@bestpractical.com> On Wed, Nov 30, 2005 at 09:58:07PM +0000, Gilberto Ribeiro wrote: > Hi, > > I'm trying to install RT on Ubuntu 5.10, but i'm gettint the following > error while populating the DB: > > # rt-setup-database-3.4 --action init -dba rtuser > --prompt-for-dba-password > In order to create or update your RT database,this script needs to > connect to your Pg instance on localhost as rtuser. > Please specify that user's database password below. If the user has no > database > password, just press return. > > install_driver(Pg) failed: Can't locate DBD/Pg.pm in @INC (@INC > contains: /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at (eval 190) line 3, line 1. > Perhaps the DBD::Pg perl module hasn't been fully installed, > or perhaps the capitalisation of 'Pg' isn't right. > Available drivers: DBM, ExampleP, File, Proxy, Sponge, mysql. > at /usr/sbin/rt-setup-database-3.4 line 132 > root at SCSI:/home/gr # locate Pg.pm > /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm > cpan DBD::Pg From mikef at ack.Berkeley.EDU Wed Nov 30 18:11:17 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 30 Nov 2005 15:11:17 -0800 (PST) Subject: [rt-users] Syslog-related Error messages (continued) In-Reply-To: <20051129175844.T25470@malcolm.berkeley.edu> References: <20051129175844.T25470@malcolm.berkeley.edu> Message-ID: <20051130150101.L42469@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm still seeing the Log::Dispatch::Syslog errors I mentioned in my earlier note. It occurs not only when I'm using the web interface, but also with perl scripts that use the RT API. Here's a larger extract from my httpd-error log file: [Tue Nov 29 02:12:33 2005] [error] [client 128.32.30.78] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Duplicate entry 'yates at hcreit.com' for key 2 at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 480. [Tue Nov 29 02:12:33 2005] [error] [client 128.32.30.78] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x93ac1ac) couldn't execute the query 'INSERT INTO Users (Comments, RealName, EmailAddress, Creator, Password, LastUpdatedBy, Created, id, Name, LastUpdated) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 494. [Tue Nov 29 14:15:07 2005] [error] [client 128.32.76.8] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: stream /dev/conslog is not writable at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77, referer: https://info-sec.berkeley.edu:444/Search/Bulk.html?Order=DESC&Query=Owner%20%3D%20'Nobody'%20AND%20(%20Status%20%3D%20'new'%20OR%20Status%20%3D%20'open')&Rows=50&OrderBy=Priority&Page=1&Format= [Tue Nov 29 14:15:07 2005] [error] [client 128.32.76.8] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: console is not writable at /usr/local/lib/perl5/site_perl/5.8.6/Log/Dispatch/Syslog.pm line 77, referer: https://info-sec.berkeley.edu:444/Search/Bulk.html?Order=DESC&Query=Owner%20%3D%20'Nobody'%20AND%20(%20Stat us%20%3D%20'new'%20OR%20Status%20%3D%20'open')&Rows=50&OrderBy=Priority&Page=1&Format= There seem to be two problems here: (1) mysql database errors. (2) The Syslog.pm related messages. My environment: RT 3.4.2 FreeBSD 5.4-RELEASE Perl 5.8.6 Apache-2.0.54_2 mod_fastcgi-2.4.2 Any suggestions on what could be going on? Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQ44xma0bf1iNr4mCEQKX0wCgxKO/1DRccozo//hnIOLV3vugpSsAoKyZ eNGxi/Qy6UHQEkaA2agkkPqO =bdya -----END PGP SIGNATURE----- From gilbertoribeiro at netcabo.pt Wed Nov 30 18:24:03 2005 From: gilbertoribeiro at netcabo.pt (Gilberto Ribeiro) Date: Wed, 30 Nov 2005 23:24:03 +0000 Subject: [rt-users] Installin RT on Ubuntu In-Reply-To: <20051130221043.GR25266@bestpractical.com> References: <1133387887.13208.6.camel@localhost.localdomain> <20051130221043.GR25266@bestpractical.com> Message-ID: <1133393044.13208.16.camel@localhost.localdomain> Hi again, I'm new to linux, and extremely new to RT (i love RT as a user, but i'd like to install it myself and use it elsewhere). I'm following the step by step guide on the bestpractical web sibe, but it's not clear enouh, and has missing pois. You've told me to run this command (cpan DBD::Pg), witch asks me a lot of questions that i cannot answer. I've been to cpan's web site where i've seen that this is a POSTgreSQL driver for the DBI module, but i've got mysql installed no postgresql. Can you (or anybody) help? I'd like a guide for dummies. Thanks Gilberto Ribeiro On Wed, 2005-11-30 at 17:10 -0500, Jesse Vincent wrote: > > > On Wed, Nov 30, 2005 at 09:58:07PM +0000, Gilberto Ribeiro wrote: > > Hi, > > > > I'm trying to install RT on Ubuntu 5.10, but i'm gettint the following > > error while populating the DB: > > > > # rt-setup-database-3.4 --action init -dba rtuser > > --prompt-for-dba-password > > In order to create or update your RT database,this script needs to > > connect to your Pg instance on localhost as rtuser. > > Please specify that user's database password below. If the user has no > > database > > password, just press return. > > > > install_driver(Pg) failed: Can't locate DBD/Pg.pm in @INC (@INC > > contains: /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at (eval 190) line 3, line 1. > > Perhaps the DBD::Pg perl module hasn't been fully installed, > > or perhaps the capitalisation of 'Pg' isn't right. > > Available drivers: DBM, ExampleP, File, Proxy, Sponge, mysql. > > at /usr/sbin/rt-setup-database-3.4 line 132 > > root at SCSI:/home/gr # locate Pg.pm > > /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm > > > > cpan DBD::Pg > > Cumprimentos Gilberto Ribeiro -------------- next part -------------- An HTML attachment was scrubbed... URL: From daniel at rimspace.net Wed Nov 30 19:14:24 2005 From: daniel at rimspace.net (Daniel Pittman) Date: Thu, 01 Dec 2005 11:14:24 +1100 Subject: [rt-users] Re: Installin RT on Ubuntu References: <1133387887.13208.6.camel@localhost.localdomain> <20051130221043.GR25266@bestpractical.com> Message-ID: <87acfloeqn.fsf@rimspace.net> Jesse Vincent writes: > On Wed, Nov 30, 2005 at 09:58:07PM +0000, Gilberto Ribeiro wrote: >> Hi, >> >> I'm trying to install RT on Ubuntu 5.10, but i'm gettint the following >> error while populating the DB: >> >> # rt-setup-database-3.4 --action init -dba rtuser >> --prompt-for-dba-password >> In order to create or update your RT database,this script needs to >> connect to your Pg instance on localhost as rtuser. >> Please specify that user's database password below. If the user has no >> database >> password, just press return. >> >> install_driver(Pg) failed: Can't locate DBD/Pg.pm in @INC (@INC >> contains: /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at (eval 190) line 3, line 1. >> Perhaps the DBD::Pg perl module hasn't been fully installed, >> or perhaps the capitalisation of 'Pg' isn't right. >> Available drivers: DBM, ExampleP, File, Proxy, Sponge, mysql. >> at /usr/sbin/rt-setup-database-3.4 line 132 >> root at SCSI:/home/gr # locate Pg.pm >> /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm > > cpan DBD::Pg Better, for Ubuntu or Debian, to use the distribution package: ] apt-get install libdbd-pg-perl Regards, Daniel From gilbertoribeiro at netcabo.pt Wed Nov 30 21:15:11 2005 From: gilbertoribeiro at netcabo.pt (Gilberto Ribeiro) Date: Thu, 01 Dec 2005 02:15:11 +0000 Subject: [rt-users] Re: Installin RT on Ubuntu In-Reply-To: <87acfloeqn.fsf@rimspace.net> References: <1133387887.13208.6.camel@localhost.localdomain> <20051130221043.GR25266@bestpractical.com> <87acfloeqn.fsf@rimspace.net> Message-ID: <1133403311.8507.3.camel@localhost.localdomain> I've made progress so far, but still can't populate the db. I get the following error: root at SCSI:/home/gr # rt-setup-database-3.4 --action init -dba rtuser --prompt-for-dba-password In order to create or update your RT database,this script needs to connect to your Pg instance on localhost as rtuser. Please specify that user's database password below. If the user has no database password, just press return. Password: DBI connect('dbname=template1;host=localhost','rtuser',...) failed: received invalid response to SSL negotiation: < at /usr/sbin/rt-setup-database-3.4 line 132 Failed to connect to dbi:Pg:dbname=template1;host=localhost as rtuser: received invalid response to SSL negotiation: < What am i doing wrong? Thank You Gilberto Ribeiro On Thu, 2005-12-01 at 11:14 +1100, Daniel Pittman wrote: > Jesse Vincent writes: > > On Wed, Nov 30, 2005 at 09:58:07PM +0000, Gilberto Ribeiro wrote: > >> Hi, > >> > >> I'm trying to install RT on Ubuntu 5.10, but i'm gettint the following > >> error while populating the DB: > >> > >> # rt-setup-database-3.4 --action init -dba rtuser > >> --prompt-for-dba-password > >> In order to create or update your RT database,this script needs to > >> connect to your Pg instance on localhost as rtuser. > >> Please specify that user's database password below. If the user has no > >> database > >> password, just press return. > >> > >> install_driver(Pg) failed: Can't locate DBD/Pg.pm in @INC (@INC > >> contains: /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.7 /usr/local/share/perl/5.8.7 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at (eval 190) line 3, line 1. > >> Perhaps the DBD::Pg perl module hasn't been fully installed, > >> or perhaps the capitalisation of 'Pg' isn't right. > >> Available drivers: DBM, ExampleP, File, Proxy, Sponge, mysql. > >> at /usr/sbin/rt-setup-database-3.4 line 132 > >> root at SCSI:/home/gr # locate Pg.pm > >> /usr/share/perl5/DBIx/SearchBuilder/Handle/Pg.pm > > > > cpan DBD::Pg > > Better, for Ubuntu or Debian, to use the distribution package: > > ] apt-get install libdbd-pg-perl > > Regards, > Daniel > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Download a free sample chapter of RT Essentials from O'Reilly Media at http://rtbook.bestpractical.com > > WE'RE COMING TO YOUR TOWN SOON - RT Training in Amsterdam, Boston and > San Francisco - Find out more at http://bestpractical.com/services/training.html -------------- next part -------------- An HTML attachment was scrubbed... URL: From Jens.Porup at strategicdata.com.au Wed Nov 30 20:51:27 2005 From: Jens.Porup at strategicdata.com.au (Jens Porup) Date: Thu, 1 Dec 2005 12:51:27 +1100 Subject: [rt-users] determining currently installed version Message-ID: <20051201015127.GB17132@strategicdata.com.au> I've recently come back to an RT install I customized quite some time ago. How can I tell which version I currently have installed? I `grep -ri version *` but find nothing. Nothing in the web interface says "you are using version 3.x.x" of RT. How do I find this out? Thanks, Jens From jesse at bestpractical.com Wed Nov 30 21:23:58 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 30 Nov 2005 21:23:58 -0500 Subject: [rt-users] determining currently installed version In-Reply-To: <20051201015127.GB17132@strategicdata.com.au> References: <20051201015127.GB17132@strategicdata.com.au> Message-ID: <20051201022358.GX25266@bestpractical.com> On Thu, Dec 01, 2005 at 12:51:27PM +1100, Jens Porup wrote: > > I've recently come back to an RT install I customized quite > some time ago. > > How can I tell which version I currently have installed? > I `grep -ri version *` but find nothing. Nothing in the web > interface says "you are using version 3.x.x" of RT. Then it's pretty old ;) It should show on the login page. look at lib/RT.pm From Jens.Porup at strategicdata.com.au Wed Nov 30 21:41:45 2005 From: Jens.Porup at strategicdata.com.au (Jens Porup) Date: Thu, 1 Dec 2005 13:41:45 +1100 Subject: [rt-users] determining currently installed version In-Reply-To: <20051201022358.GX25266@bestpractical.com> References: <20051201015127.GB17132@strategicdata.com.au> <20051201022358.GX25266@bestpractical.com> Message-ID: <20051201024145.GC17132@strategicdata.com.au> On Wed, Nov 30, 2005 at 09:23:58PM -0500, Jesse Vincent wrote: > On Thu, Dec 01, 2005 at 12:51:27PM +1100, Jens Porup wrote: > > > > I've recently come back to an RT install I customized quite > > some time ago. > > > > How can I tell which version I currently have installed? > > I `grep -ri version *` but find nothing. Nothing in the web > > interface says "you are using version 3.x.x" of RT. > > Then it's pretty old ;) > > It should show on the login page. > > look at lib/RT.pm Ah! Yes. Of course. Thank you! Jens From mikef at ack.Berkeley.EDU Wed Nov 30 23:58:58 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Wed, 30 Nov 2005 20:58:58 -0800 (PST) Subject: [rt-users] Syslog-related Error message In-Reply-To: <589c94400511300616t61448a3eje66b565a10e432f0@mail.gmail.com> References: <20051129175844.T25470@malcolm.berkeley.edu> <589c94400511300616t61448a3eje66b565a10e432f0@mail.gmail.com> Message-ID: <20051130205623.M71991@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Wed, 30 Nov 2005 at 17:16 (+0300), Ruslan Zakirov wrote: > I think problem is in Log::Dispatch, Log::Dispatch::Syslog or in your > syslog configuration. Easiest you can do is turn off logging to syslog > and turn logging to file in the RT config. Ruslan, OK, I've done that. We'll see what happens. On a related matter, I notice that the log entries in the file show time in GMT, rather than local time. Whereas, when I was writing to syslog, I got local time. Is there a configuration option that will cause *file* logging also to show local time? Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQ46DFq0bf1iNr4mCEQICdwCeM+9bAyRb5TItWN43UWMx/pNEGDwAoNEM gOO65UK7GzGXYVLIKKoy3oXW =oIFm -----END PGP SIGNATURE----- From rt-users at pavlenko.net Wed Nov 30 18:18:49 2005 From: rt-users at pavlenko.net (Antony Pavlenko) Date: Thu, 1 Dec 2005 02:18:49 +0300 Subject: [rt-users] Mysql and codepage problem Message-ID: <20051130231849.GC6695@arevick> Hello We use RT, and it is realy beautifull! But we have some problems with migration. I'm not a DBA and my knowledge of mysql isn't good at all. The problem in codepages. We use Russian language in tickets, and then i do usual mysqldump from working server and trying to restore it at new server, some letters changed to another symbols. Why? And what i must do? With respect, -- Antony Pavlenko
type="checkbox" name="SelectAllObjects" +onclick="checkAllBulkObjects()" > CHECKED/> Check/Uncheck All
<&|/l&>Update
%if ($Ticket->Transactions->Count && $Ticket->Transactions->First && $Ticket->Transactions->First->Attachments && $Ticket->Transactions->First->Attachments->Count) { %my $content = $Ticket->Transactions->First->Content; %} <&|/l, $m->scomp('/Elements/SelectNewTicketQueue' )&> [_1]
> >
NAME="child" method="post"> > > > %if ($Ticket->Transactions->Count && $Ticket->Transactions->First && > $Ticket->Transactions->First->Attachments && $Ticket->Transactions->First- > >Attachments->Count) { > %my $content = $Ticket->Transactions->First->Content; > > %} > <&|/l, $m->scomp('/Elements/SelectNewTicketQueue' )&> value="New child in"> [_1] >
>
> >
TARGET="_blank" NAME="child" method="post"> type="hidden" name="new-MemberOf" value="<%$Ticket->Id%>"> > value="<%$Ticket->RequestorAddresses%>"> > %if ($Ticket->Transactions->Count && > $Ticket->Transactions->First && > $Ticket->Transactions->First->Attachments && > $Ticket->Transactions->First->Attachments->Count) { %my > $content = $Ticket->Transactions->First->Content; > %} > <&|/l, $m->scomp('/Elements/SelectNewTicketQueue' )&> type="submit" value="New child in"> [_1]
>