From Joerg.Ungermann at web.de Sat Oct 1 08:26:41 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Sat, 01 Oct 2005 14:26:41 +0200 Subject: [rt-users] Localisation in Mial Templates Message-ID: <809123817@web.de> I would like to have the rt variables used in mail templates translated as well. is the LOC function active there? How can one build international templates? Thanks Joerg ______________________________________________________________________ XXL-Speicher, PC-Virenschutz, Spartarife & mehr: Nur im WEB.DE Club! Jetzt gratis testen! http://freemail.web.de/home/landingpad/?mc=021130 From filc at ntlworld.com Sat Oct 1 07:51:31 2005 From: filc at ntlworld.com (Phil Cole) Date: Sat, 01 Oct 2005 12:51:31 +0100 Subject: [rt-users] [Fwd: Multiple email addresses for a single login name] In-Reply-To: <"H0000c1a004fec55.1125516994.frozone.grand-rapids.mi.us*"@MHS> References: <"H0000c1a004fec55.1125516994.frozone.grand-rapids.mi.us*"@MHS> Message-ID: <1128167491.5244.9.camel@tower.cole> I had the a similar problem to this. I had the situation where a user can have multiple email aliases within MS Exchange 5.5 LDAP. e.g. UserName: joeb Primary Email: joeb at company.com Alternate Email 1: joe.b at company.com Alternate Email 2: joe.bloggs at company.com To get all of the above email addresses converted into username joeb when using both the email and web interface used CreateUserFromExternalAuth (as on the wiki) and amended it to cater for multiple email addresses. You can see the results on the wiki here: http://wiki.bestpractical.com/index.cgi?AutoCreateAndCanonicalizeUserInfo Hope this helps -- Phil Cole filc at ntlworld.com On Wed, 2005-08-31 at 15:36 -0400, tmaciak at ci.grand-rapids.mi.us wrote: > I ran into a similar problem like this just a few days ago because we are using LDAP lookups for user profiles on creation (and using tacacs to authenticate on the windows domain). My problem was more related to emails creating new tickets with different usernames and trying to look it up with that email instead of the network name. Anyway I ended up just doing a LDAP lookup with email address and then creating the email address in the db as our main domain name. > > One thing I can think of that might help you is to enter the full "user at domain" upon creation, and then when a user logs in (they can use their > Network id) to append your common domain to their id before you authenticate. Just a thought. More than 1 way to skin a cat though. > > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > > > > -----Original Message----- > From: Kyle Balling [mailto:kballing at sci.utah.edu] > Sent: Wednesday, August 31, 2005 3:06 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] [Fwd: Multiple email addresses for a single login name] > > Hello RT world, > > I am in a jam. This is the situation: I have configured RT to authenticate users on our NIS server. So, when email is submitted, a valid username is created by chopping the email address in two (i.e. > joe at domain.com becomes user 'joe' with email joe at domain.com). This lets new users login correctly to rt with their NIS password. So it is important to create users like that. > > Here is the problem: Joe also has another email acount, joe at blah.org, and when he sends mail to RT from this e-mail address he gets a error message back and no ticket is created. RT recognizes joe at blah.org as a new address and tries to create a user. When it gets a username from his email, 'joe', and tries to create a new user, it cannot because a user 'joe' already exists. I need to fix this problem. > > How can I make RT realize that if a new email address has the same username as an existing one, then it should assume it belongs to that user? Then it can add that new address to the existing user or overwrite the existing users old email. Of course we will assume that there are no users with conflicting email adresses (i.e. user1 has email bob at domain.com and user2 has email bob at otherdomain.com). It is safe to say that all email addresses with the same username belong to the same user > > Which also brings up the topic of assigning multiple email addresses to one user, but it is not neccesary. I only need this to happen when a user is created on email submission and skip new user creation if the username already exists. > > Thanks in advance, > Kyle Balling > SCI Institute, > Universtiy of Utah > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > 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 Sat Oct 1 14:58:44 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sat, 1 Oct 2005 14:58:44 -0400 Subject: [rt-users] Editing Custom Fields on Update... In-Reply-To: <20050929101636.48A354D81FC@diesel.bestpractical.com>; from Brent on Thu, Sep 29, 2005 at 11:15:54AM +0100 References: <589c9440050928223123984f76@mail.gmail.com> <20050929101636.48A354D81FC@diesel.bestpractical.com> Message-ID: <20051001145844.I25258@cgi.jachomes.com> [ Re: getting the ticket-level custom fields on the transaction edit screen ] On Thu, Sep 29, 2005 at 11:15:54AM +0100, Brent wrote: > This worked for me on 3.4.3, thanks for pointing me to this. > Along with the instructions from > http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate > > > --- share/html/Ticket/Display.html 2005-08-31 01:50:19.000000000 -0700 > +++ local/html/Ticket/Display.html 2005-09-29 02:50:52.000000000 -0700 > @@ -146,6 +146,11 @@ > my @BasicActions = ProcessTicketBasics(ARGSRef => \%ARGS, > TicketObj=>$TicketObj); > my @results = ProcessTicketLinks( TicketObj => $TicketObj, ARGSRef => > \%ARGS); > > + if ($RT::CustomFieldsOnReply) { > + my @cf_results = ProcessTicketCustomFieldUpdates(ARGSRef => > \%ARGS); > + push(@results, @cf_results); > + } > + > push (@Actions, @BasicActions, @results); > } I'll look at that this week; thanks Brent. 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 jra at baylink.com Sat Oct 1 15:04:44 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sat, 1 Oct 2005 15:04:44 -0400 Subject: [rt-users] Tickets visible to same group members only, how? In-Reply-To: <1128024129.4976.18.camel@rhodium.audiumcorp.com>; from Vance Vagell on Thu, Sep 29, 2005 at 04:02:09PM -0400 References: <1128024129.4976.18.camel@rhodium.audiumcorp.com> Message-ID: <20051001150444.J25258@cgi.jachomes.com> On Thu, Sep 29, 2005 at 04:02:09PM -0400, Vance Vagell wrote: > We would like to group our customers by company, and allow any customer > within each company to see all tickets created by others from their > company. They should not see tickets created by those outside their > company (i.e. group). I have been fiddling with the groups for some > time to get this to work, but cannot get the permissions correct. Any > suggestions? Like me, I suspect you're using RT to track outward-facing tickets (for multiple external organizations) rather than in an internal (corporate/university) environment... and you've discoverd, as I have, that RT isn't really designed for that; it doesn't provide obvious ways to group tickets for access and reporting based on those external administrative spans of control. I'm still looking for the best solution to this myself; I'm not yet a proficient RT hacker, though I suspect that it could be extended to understand "clients" in a more first-class way than it does now. I'll be watching with interest to see what replies you get here. 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 jra at baylink.com Sat Oct 1 15:06:33 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sat, 1 Oct 2005 15:06:33 -0400 Subject: [rt-users] More information about RT Essentials online In-Reply-To: <20050930034034.GB22720@bestpractical.com>; from Jesse Vincent on Thu, Sep 29, 2005 at 11:40:34PM -0400 References: <20050930034034.GB22720@bestpractical.com> Message-ID: <20051001150633.K25258@cgi.jachomes.com> On Thu, Sep 29, 2005 at 11:40:34PM -0400, Jesse Vincent wrote: > Our editors tell us that the book's first month sales were "really good" > (On our best day, the book peaked in amazon's top 15 computer books, > as well as the top 50 books across their entire site. I can tell you all > that my mom is absolutely thrilled that her son is a published author. > I'm not sure what she's going to do with all the copies of the book > she's ordered, but I'm pretty sure that at least a few of you helped > push up that number too. > > So, THANKS! Woo, and likewise hoo. How do we get an autographed copy? :-) 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 robert at bestpractical.com Sun Oct 2 03:57:20 2005 From: robert at bestpractical.com (Robert Spier) Date: Sun, 02 Oct 2005 00:57:20 -0700 Subject: [rt-users] More information about RT Essentials online In-Reply-To: <20051001150633.K25258@cgi.jachomes.com> References: <20050930034034.GB22720@bestpractical.com> Message-ID: > How do we get an autographed copy? :-) I'm happy to autograph any copies that happen to come within arms reach. -R From shannon_adams68 at yahoo.com Sun Oct 2 14:39:05 2005 From: shannon_adams68 at yahoo.com (Shannon Adams) Date: Sun, 2 Oct 2005 11:39:05 -0700 (PDT) Subject: [rt-users] Sorting "RT at a Glance" page Message-ID: <20051002183905.38409.qmail@web52906.mail.yahoo.com> I want to change the main page sort to be by priority ascending and within priority by ticket # ascending. I have the priority part, but don't know how to apply the ticket number sort within the priority. Here is how I did the priority part: stop apache Change /opt/rt3/share/html/Elements/MyTickets FROM: $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); TO: $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'ASC', OrderBy => 'Priority') if ($Query); rm -rf /opt/rt3/var/mason_data/obj then restart apache. Thanks for any help. ______________________________________________________ Yahoo! for Good Donate to the Hurricane Katrina relief effort. http://store.yahoo.com/redcross-donate3/ From jfenal at gmail.com Sun Oct 2 15:00:46 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Sun, 2 Oct 2005 21:00:46 +0200 Subject: [rt-users] Localisation in Mial Templates In-Reply-To: <809123817@web.de> References: <809123817@web.de> Message-ID: <40a14bc10510021200i2b5a97fai@mail.gmail.com> 2005/10/1, J?rg Ungermann : > > I would like to have the rt variables used in mail templates translated as well. > is the LOC function active there? How can one build international templates? First, I don't know if an i18n framework exists for templates, but I doubt it. Second, I guess you dont need it, because you won't know exactly which language _all_ the recipients of a mail is wanting to read. So I solved this issue by translating into french the templates on a RT used only by french people, and on another one, having both french and english speaking (reading?) people, managed to have templates with both english _and_ french messages. Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From elw at stderr.org Sun Oct 2 17:45:13 2005 From: elw at stderr.org (elijah wright) Date: Sun, 2 Oct 2005 16:45:13 -0500 (CDT) Subject: [rt-users] pages with RT returned as type HyperText Message-ID: Hello, I'm putting together an RT installation for our local department, and i'm running into some "Issues" w.r.t the rendering of pages in our installation. Using either speedycgi or mod_perl, some pages (for example, Admin/Users/Modify.html) are returned as downloadable documents of type HyperText (but with what appears to be mason perl code inside) rather than actually displayed. I know practically nothing about Mason, and so I suspect that that's where my issues stem from. Any tips or tricks w.r.t. tracking this down would be most appreciated. It doesn't seem like a hard one to fix, just one that I'm not seeing (due to stress, fatigue, et cetera...). thanks a bunch, --elijah [School of Library and Information Science, Indiana University, Bloomington.] From david_adis at sandz.com Mon Oct 3 00:51:07 2005 From: david_adis at sandz.com (David Adis) Date: Mon, 3 Oct 2005 12:51:07 +0800 Subject: [rt-users] error messages on /var/log/messages pointing to File.pm Message-ID: hi lists, m getting some error messages in my syslog. m not really sure what i missed but rt seems to be working pretty well as of the moment. maybe some of you may have experienced these errors. m relatively new to the list but i have been using rt since the early release of version3. thanks again for your help. I've also attached the rt configuration /david Error Message: Oct 3 12:39:39 rt RT: Use of uninitialized value in concatenation (.) or string at /opt/ActivePerl-5.8/lib/site_perl/5.8.7/HTML/Mason/Resolver/File.pm line 51, line 1662. (/usr/local/rt/lib/RT.pm:287) Oct 3 12:39:39 rt RT: Use of uninitialized value in length at /opt/ActivePerl-5.8/lib/site_perl/5.8.7/HTML/Mason/Resolver/File.pm line 52, line 1662. (/usr/local/rt/lib/RT.pm:287) RT Configuration: Perl v5.8.7 under linux Apache v1.27; Apache::Connection v1.00; Apache::Constants v1.09; Apache::DBI v0.94; Apache::Server v1.01; Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; Apache::Status v2.03; Apache::Table v0.01; AutoLoader v5.60; B v1.09; base v2.07; Benchmark v1.07; bytes v1.02; Cache::Simple::TimedExpiry v0.23; Carp v1.04; CGI v3.10; CGI::Cookie v1.25; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.02; Class::ReturnValue v0.53; constant v1.05; Cwd v3.05; Data::Dumper v2.121_04; DBD::mysql v3.0002; DBI v1.48; DBIx::SearchBuilder v1.31; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.10; Encode::Alias v2.03; Encode::Config v2.00; Encode::Encoding v2.02; Errno v1.0901; Exception::Class v1.21; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.04; File::Path v1.07; File::Spec v3.05; File::Spec::Unix v1.5; File::Temp v0.16; FileHandle v2.01; HTML::Entities v1.29; HTML::Mason v1.3101; HTML::Mason::ApacheHandler v1.69; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.45; HTML::Scrubber v0.08; I18N::LangTags v0.35; I18N::LangTags::List v0.35; integer v1.00; IO v1.21; IO::File v1.11; IO::Handle v1.24; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.09; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.49; Locale::Maketext::Lexicon::Gettext v0.14; Log::Dispatch v2.11; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.67; Mail::Field v1.67; Mail::Field::AddrList v1.67; Mail::Header v1.67; Mail::Internet v1.67; MIME::Base64 v3.05; MIME::Body v5.417; MIME::Decoder v5.417; MIME::Entity v5.417; MIME::Field::ContDisp v5.417; MIME::Field::ConTraEnc v5.417; MIME::Field::ContType v5.417; MIME::Field::ParamVal v5.417; MIME::Head v5.417; MIME::Parser v5.417; MIME::QuotedPrint v3.03; MIME::Tools v5.417; MIME::Words v5.417; mod_perl v1.29; Module::Versions::Report v1.02; overload v1.03; Params::Validate v0.78; POSIX v1.08; re v0.04; Regexp::Common v2.120; Regexp::Common::_support v2.101; Regexp::Common::balanced v2.101; Regexp::Common::CC v2.100; Regexp::Common::comment v2.116; Regexp::Common::delimited v2.104; Regexp::Common::lingua v2.105; Regexp::Common::list v2.103; Regexp::Common::net v2.105; Regexp::Common::number v2.108; Regexp::Common::profanity v2.104; Regexp::Common::SEN v2.102; Regexp::Common::URI v2.108; Regexp::Common::URI::fax v2.100; Regexp::Common::URI::file v2.100; Regexp::Common::URI::ftp v2.101; Regexp::Common::URI::gopher v2.100; Regexp::Common::URI::http v2.101; Regexp::Common::URI::news v2.100; Regexp::Common::URI::pop v2.100; Regexp::Common::URI::prospero v2.100; Regexp::Common::URI::RFC1035 v2.100; Regexp::Common::URI::RFC1738 v2.104; Regexp::Common::URI::RFC1808 v2.100; Regexp::Common::URI::RFC2384 v2.102; Regexp::Common::URI::RFC2396 v2.100; Regexp::Common::URI::RFC2806 v2.100; Regexp::Common::URI::tel v2.100; Regexp::Common::URI::telnet v2.100; Regexp::Common::URI::tv v2.100; Regexp::Common::URI::wais v2.100; Regexp::Common::whitespace v2.103; Regexp::Common::zip v2.112; RT v3.4.3; RT::Interface::Email v1.02; Scalar::Util v1.14; SelectSaver v1.01; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.06; Sys::Hostname v1.11; Sys::Syslog v0.06; Text::Autoformat v1.12; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::Wrapper v1.000; Time::HiRes v1.66; Time::JulianDay v2003.1125; Time::Local v1.11; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Tree::Simple v1.15; URI v1.35; URI::Escape v3.28; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.05; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; Perl configuration Summary of my perl5 (revision 5 version 8 subversion 7) configuration: Platform: osname=linux, osvers=2.2.17, archname=i686-linux-thread-multi uname='linux gimlet 2.2.17 #1 sun jun 25 09:24:41 est 2000 i686 unknown ' config_args='-ders -Dcc=gcc -Dusethreads -Duseithreads -Ud_sigsetjmp -Uinstallusrbinperl -Ulocincpth= -Uloclibpth= -Accflags=-DUSE_SITECUSTOMIZE -Duselargefiles -Accflags=-DNO_HASH_SEED -Uusemallocwrap -Dinc_version_list=5.8.6/$archname 5.8.6 5.8.4/$archname 5.8.4 5.8.3/$archname 5.8.3 5.8.2/$archname 5.8.2 5.8.1/$archname 5.8.1 5.8.0/$archname 5.8.0 -Duseshrplib -Dprefix=/opt/ActivePerl-5.8 -Accflags=-DBUILT_BY_ACTIVESTATE -Dcf_by=ActiveState -Dcf_email=support at ActiveState.com' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DUSE_SITECUSTOMIZE -DNO_HASH_SEED -DBUILT_BY_ACTIVESTATE -fno-strict-aliasing -pipe -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64', optimize='-O2', cppflags='-D_REENTRANT -D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DUSE_SITECUSTOMIZE -DNO_HASH_SEED -DBUILT_BY_ACTIVESTATE -fno-strict-aliasing -pipe' ccversion='', gccversion='2.95.2 20000220 (Debian GNU/Linux)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags ='' libpth=/lib /usr/lib /usr/local/lib libs=-lnsl -lndbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc -lposix perllibs=-lnsl -ldl -lm -lcrypt -lutil -lpthread -lc -lposix libc=/lib/libc-2.1.3.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.1.3' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/opt/ActivePerl-5.8/lib/5.8.7/i686-linux-thread-multi/CORE' cccdlflags='-fpic', lddlflags='-shared' -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.344 / Virus Database: 267.11.9/116 - Release Date: 9/30/2005 -------------- next part -------------- An HTML attachment was scrubbed... URL: From elw at stderr.org Mon Oct 3 08:44:51 2005 From: elw at stderr.org (elijah wright) Date: Mon, 3 Oct 2005 07:44:51 -0500 (CDT) Subject: [rt-users] Re: pages with RT returned as type HyperText In-Reply-To: References: Message-ID: I got it working. I think it was a PEBCAK error on my part. --elijah On Sun, 2 Oct 2005, elijah wright wrote: > Date: Sun, 2 Oct 2005 16:45:13 -0500 (CDT) > From: elijah wright > To: rt-users at lists.bestpractical.com > Subject: pages with RT returned as type HyperText > > > Hello, > > I'm putting together an RT installation for our local department, and i'm > running into some "Issues" w.r.t the rendering of pages in our installation. > > Using either speedycgi or mod_perl, some pages (for example, > Admin/Users/Modify.html) are returned as downloadable documents of type > HyperText (but with what appears to be mason perl code inside) rather than > actually displayed. > > I know practically nothing about Mason, and so I suspect that that's where my > issues stem from. > > Any tips or tricks w.r.t. tracking this down would be most appreciated. It > doesn't seem like a hard one to fix, just one that I'm not seeing (due to > stress, fatigue, et cetera...). > > > > thanks a bunch, > > --elijah > [School of Library and Information Science, > Indiana University, Bloomington.] > > > From rmreis at cpqd.com.br Mon Oct 3 09:14:42 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 3 Oct 2005 10:14:42 -0300 Subject: [rt-users] Interview with Jesse Vincent Message-ID: Hi there, I don't know if everybody know about it, but there's a interesting interview with Jesse (posted in 29/09) on link below: http://perlcast.com/2005/09/29/interview-with-jesse-vincent/ Congratulations Jesse... Really nice interview!! Regards, Rodolfo de Moraes Reis Diretoria de Solu??es de Intelig?ncia de Neg?cios CPqD Telecom & IT Solutions Tel.: +55 19 3705-5986 Fax: +55 19 3705-6786 rmreis at cpqd.com.br www.cpqd.com.br From todd at chaka.net Mon Oct 3 10:10:41 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Oct 2005 10:10:41 -0400 Subject: [rt-users] Interview with Jesse Vincent In-Reply-To: References: Message-ID: <20051003141040.GA12554@chaka.net> So Jesse, Why are the secret projects secret? -Curious Todd From listas at dud.com.br Mon Oct 3 07:54:11 2005 From: listas at dud.com.br (Roberto Dud (listas)) Date: Mon, 03 Oct 2005 11:54:11 +0000 Subject: [rt-users] RT Install In-Reply-To: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1BE@schb7sw3-011.schb7.swisslog.net> References: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1BE@schb7sw3-011.schb7.swisslog.net> Message-ID: <43411BE3.2000709@dud.com.br> Hi Florian, I install all the things...all dependencies I solved...But I have a lot of errors. See below: *System error* *error:* no connection to syslog available at /usr/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 *context:* *...* *187:* # whether they should generate a full stack trace (confess() and cluck()) *188:* # or simply report the caller's package (croak() and carp()), respectively. *189:* # confess() and croak() die, carp() and cluck() warn. *190:* *191:* sub croak { die shortmess @_ } *192:* sub confess { die longmess @_ } *193:* sub carp { warn shortmess @_ } *194:* sub cluck { warn longmess @_ } *195:* *...* *code stack:* /usr/lib/perl5/5.8.3/Carp.pm:191 /usr/lib/perl5/5.8.3/i586-linux-thread-multi/Sys/Syslog.pm:429 /usr/lib/perl5/5.8.3/i586-linux-thread-multi/Sys/Syslog.pm:293 /usr/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm:77 /usr/lib/perl5/site_perl/5.8.3/Log/Dispatch/Output.pm:41 /usr/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:95 /usr/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:74 /usr/lib/perl5/site_perl/5.8.3/Log/Dispatch.pm:22 /opt/rt/lib/RT.pm:287 /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Resolver/File.pm:51 /opt/rt/share/html/Elements/Callback:60 /opt/rt/share/html/autohandler:180 _*My httpd.conf:*_ Alias /rt "/opt/rt/share/html" PerlModule Apache::DBI PerlRequire /opt/rt/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 I don't know, what doing... Thanks, Dud. Florian Hochstrasser wrote: >Hi Dud, where does the problem lie exactly? I installed on SuSE 9 as >well and had a hard time as well getting Apache running (couldn't get it >running with mod_perl, had to use fastcgi instead.) Give me more >detailed info, maybe I can help. By the way, I used the tar.gz and a >self-built apache. > >florian > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of >listas at dud.com.br >Sent: Donnerstag, 8. September 2005 05:30 >To: rt-users at lists.bestpractical.com >Subject: [rt-users] RT Install > >Mrs, > >Anyone know about some how-to to install RT in Suse 9 ? > >Is better to install in Suse by RPM or tar.gz? > >I have a lot of problems to install RT. > >Thanks, > >Dud. > >_______________________________________________ >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 > >____________________________________________________________ >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 putzoa at gmx.de Mon Oct 3 11:18:37 2005 From: putzoa at gmx.de (Andreas Putzo) Date: Mon, 3 Oct 2005 17:18:37 +0200 Subject: [rt-users] RT Install In-Reply-To: <43411BE3.2000709@dud.com.br> References: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1BE@schb7sw3-011.schb7.swisslog.net> <43411BE3.2000709@dud.com.br> Message-ID: <200510031718.37413.putzoa@gmx.de> On Monday 03 October 2005 13:54, Roberto Dud (listas) wrote: > Hi Florian, > > I install all the things...all dependencies I solved...But I have a lot > of errors. See below: > > *System error* > > *error:* no connection to syslog available at > /usr/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 > *context:* Is syslog running ? ps aux |grep syslog /etc/init.d/syslog (re-)start If you don't want rt to use syslog, insert Set($LogToSyslog, ""); into RT_SiteConfig.pm hth, Andreas From listas at dud.com.br Mon Oct 3 08:57:23 2005 From: listas at dud.com.br (Roberto Dud (listas)) Date: Mon, 03 Oct 2005 12:57:23 +0000 Subject: [rt-users] RT Install In-Reply-To: <200510031718.37413.putzoa@gmx.de> References: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1BE@schb7sw3-011.schb7.swisslog.net> <43411BE3.2000709@dud.com.br> <200510031718.37413.putzoa@gmx.de> Message-ID: <43412AB3.6060105@dud.com.br> Thanks Andreas, it's works. I Have other problem, What is the default user em password? How I create a new user? Thanks, Dud. Andreas Putzo wrote: >On Monday 03 October 2005 13:54, Roberto Dud (listas) wrote: > > >>Hi Florian, >> >>I install all the things...all dependencies I solved...But I have a lot >>of errors. See below: >> >>*System error* >> >>*error:* no connection to syslog available at >>/usr/lib/perl5/site_perl/5.8.3/Log/Dispatch/Syslog.pm line 77 >>*context:* >> >> > >Is syslog running ? >ps aux |grep syslog >/etc/init.d/syslog (re-)start > >If you don't want rt to use syslog, insert >Set($LogToSyslog, ""); >into RT_SiteConfig.pm > > >hth, Andreas >_______________________________________________ >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 Oct 3 11:37:31 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Oct 2005 11:37:31 -0400 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <589c944005091613296f27b2e6@mail.gmail.com> References: <589c944005091613296f27b2e6@mail.gmail.com> Message-ID: <20051003153731.GA14654@chaka.net> The module doesn't check for dependency on IO::String. From ruslan.zakirov at gmail.com Mon Oct 3 12:25:31 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Oct 2005 20:25:31 +0400 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <20051003153731.GA14654@chaka.net> References: <589c944005091613296f27b2e6@mail.gmail.com> <20051003153731.GA14654@chaka.net> Message-ID: <589c94400510030925q7f3006bbh2b41ff9672480c3e@mail.gmail.com> On 10/3/05, Todd Chapman wrote: > The module doesn't check for dependency on IO::String. Oh, may be, but I've commited change that get rid of this requirement. PerlIO::scalar does the same. Commited to svn, grab it from https://opensvn.csie.org/rtx_shredder or http://opensvn.csie.org/rtx_shredder. -- Best regards, Ruslan. From jesse at bestpractical.com Mon Oct 3 12:27:46 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Oct 2005 12:27:46 -0400 Subject: [rt-users] Interview with Jesse Vincent In-Reply-To: <20051003141040.GA12554@chaka.net> References: <20051003141040.GA12554@chaka.net> Message-ID: <20051003162746.GA22720@bestpractical.com> On Mon, Oct 03, 2005 at 10:10:41AM -0400, Todd Chapman wrote: > So Jesse, > > Why are the secret projects secret? Mostly, because we're not ready to talk about them yet. From jesse at bestpractical.com Mon Oct 3 12:55:27 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Oct 2005 12:55:27 -0400 Subject: [rt-users] TransactionBatch Notifications In-Reply-To: <433D9B58.3070506@u.washington.edu> References: <433D9B58.3070506@u.washington.edu> Message-ID: <20051003165527.GF22720@bestpractical.com> On Fri, Sep 30, 2005 at 01:08:56PM -0700, Joby Walker wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > We would like to move all of our notifications (via Scrips) into the > TransactionBatch stage so that we can ensure some pre-processing before > an email is sent out, but when using the Ticket/Update.html page a > couple bugs with the display of Scrip recipients pop up: > > 1) The TransactionBatch Scrips do not show up in the list of scrips that > will send to recipients. > > 2) The DryRun done by the page to determine the Scrips and possible > recipients invokes the TransactionBatch Scrips *NOT* as DryRun and thus > sends and email with no content to the recipients. > > Anyone else come across this and have an easy resolution? Both of those do sound like bugs to me. I _think_ the answer to 2) is to make the "CommitScrips" argument to Transaction->Create accessible after record creation and making RT::Scrips->Apply take note of that. The answer to 1) is likely forcing the batch to run earlier in the page flow. I'd be thrilled to see a patch. (And if not a patch, please bounce this to rt-bugs so it doesn't get lost) Jesse From theuni at gmail.com Mon Oct 3 13:18:53 2005 From: theuni at gmail.com (Christian Theune) Date: Mon, 3 Oct 2005 19:18:53 +0200 Subject: [rt-users] Migration problems (rt 2.0.15 to rt 3.0...) Message-ID: Hi, I'm trying to migrate our RT installation from 2.0.15 on an old server to rt 3 on a new server. As someone else pointed out, I have to go to rt 3.0first, then move to 3.4. I'm as far as reading the dumpfile back to rt 3 and get a problem with unicode in the attachments. Here is an excerpt (including the actual content): =================================================================================== .t-5045 Couldn't create attachment $VAR1 = { 'Subject' => 'webhostlist.de : Abgelaufene Angebote', 'ContentType' => 'text/plain', 'Headers' => 'Received: from alphastar.gocept.com( alphastar.whq.gocept.com [10.1.1.1]) by lisa.whq.gocept.com (8.12.3/8.12.3/Debian- 6.4) with ESMTP id h5T0Eu5Q011118 (version=TLSv1/SSLv3 cipher=EDH-RSA-DES-CBC3-SHA bits=168 verify=FAIL) for ; Sun, 29 Jun 2003 02:14:56 +0200 Received: from www2.webhostlist.de ( www.webhostlist.de [62.146.43.10] (may be forged)) by alphastar.gocept.com ( 8.12.3/8.12.3/Debian-6.4) with ESMTP id h5T0ErbH022364 for ; Sun, 29 Jun 2003 02:14:54 +0200 Received: from www2.webhostlist.de ( localhost.localdomain [127.0.0.1 ]) by www2.webhostlist.de( 8.12.9/8.12.9) with ESMTP id h5T0EktT020492 for ; Sun, 29 Jun 2003 02:14:47 +0200 Received: (from nobody at localhost) by www2.webhostlist.de( 8.12.9/8.12.9/Submit) id h5T0EjES020491; Sun, 29 Jun 2003 02:14:45 +0200 Date: Sun, 29 Jun 2003 02:14:45 +0200 Message-Id: <200306290014.h5T0EjES020491 at www2.webhostlist.de> To: mail at gocept.com Subject: webhostlist.de : Abgelaufene Angebote From: WebHostlist ', 'Creator' => '506', 'Parent' => '0', 'Created' => '2003-06-29 00:14:56', 'id' => '64', 'Content' => 'Achtung! Ihre eingetragenen Angebote sind abgelaufen und wurden nicht von Ihnen best?tigt. Wir werden sie deshalb aus unserem Verzeichnis entfernen, es sei denn Sie w?nschen einen weiterhin bestehenden Eintrag bei uns. Falls Sie weiter bei uns gelistet werden m?chten, so sollten Sie innerhalb der n?chsten 5 Tage Ihr eingetragenen Angebote best?tigen. Sofern die Angebotsdaten der folgenden Angebote gleichgeblieben sind, k?nnen Sie dies jetzt innerhalb von 5 Sekunden best?tigen. 250 MB, eingetragen am 11.03.2003 75 MB, eingetragen am 11.03.2003 ZOPE-Account, eingetragen am 11.03.2003 ZOPE-Instanz, eingetragen am 11.03.2003 Um diese Angebote jetzt zu best?tigen klicken Sie bitte einfach auf folgenden Link: http://www2.webhostlist.de/host/data/doconfirmall.php3?aid=893 Ihr WebHostlist Team ', 'ContentEncoding' => 'none', 'TransactionId' => '98' }; ERROR: invalid byte sequence for encoding "UNICODE": 0xe47469 ======================================================== I also made it ignore broken attachments for a while and it brought a lot of errors, probably on every attachment. Hints appreciated. Christian -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Mon Oct 3 13:22:23 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Oct 2005 13:22:23 -0400 Subject: [rt-users] Interview with Jesse Vincent In-Reply-To: <20051003162746.GA22720@bestpractical.com> References: <20051003141040.GA12554@chaka.net> <20051003162746.GA22720@bestpractical.com> Message-ID: <20051003172223.GA14862@chaka.net> So what are the pieces of Jifty? I assume DBI is at the core. I always figured that RT's access control architecture could be a separte perl module. I guess custom fields, transactions, and attributes are all good candidates. What else? From ruslan.zakirov at gmail.com Mon Oct 3 13:52:29 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Oct 2005 21:52:29 +0400 Subject: [rt-users] Interview with Jesse Vincent In-Reply-To: <20051003172223.GA14862@chaka.net> References: <20051003141040.GA12554@chaka.net> <20051003162746.GA22720@bestpractical.com> <20051003172223.GA14862@chaka.net> Message-ID: <589c94400510031052g2719fbax796321c7555113c8@mail.gmail.com> On 10/3/05, Todd Chapman wrote: > So what are the pieces of Jifty? I assume DBI is at the > core. I always figured that RT's access control > architecture could be a separte perl module. I guess > custom fields, transactions, and attributes are all good > candidates. What else? Jifty-DBI is prototype of the DBIx-SB 2.x. it's API rework, a lot of backward incompatible changes, but much saner interface. > _______________________________________________ > 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 Mon Oct 3 13:58:40 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Oct 2005 13:58:40 -0400 Subject: [rt-users] Interview with Jesse Vincent In-Reply-To: <20051003172223.GA14862@chaka.net> References: <20051003141040.GA12554@chaka.net> <20051003162746.GA22720@bestpractical.com> <20051003172223.GA14862@chaka.net> Message-ID: <20051003175840.GH22720@bestpractical.com> On Mon, Oct 03, 2005 at 01:22:23PM -0400, Todd Chapman wrote: > So what are the pieces of Jifty? I assume DBI is at the > core. I always figured that RT's access control > architecture could be a separte perl module. I guess > custom fields, transactions, and attributes are all good > candidates. What else? Let's put it this way: Jifty is my vision of a sane way to build web-based applications in perl. I've taken what I've learned over the past...yow...decade and tried to extract out the commonalities and complexities so that what you're writing is _your application_, not a bunch of boilerplate code for dealing with the same thing time and time again. Custom fields, transactions and attributes don't currently figure into this. I mean, they're all easy to do, but they're not exactly common to every application. -- From todd at chaka.net Mon Oct 3 13:41:58 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Oct 2005 13:41:58 -0400 Subject: [rt-users] Interview with Jesse Vincent In-Reply-To: <20051003175840.GH22720@bestpractical.com> References: <20051003141040.GA12554@chaka.net> <20051003162746.GA22720@bestpractical.com> <20051003172223.GA14862@chaka.net> <20051003175840.GH22720@bestpractical.com> Message-ID: <20051003174158.GB14862@chaka.net> On Mon, Oct 03, 2005 at 01:58:40PM -0400, Jesse Vincent wrote: > > > On Mon, Oct 03, 2005 at 01:22:23PM -0400, Todd Chapman wrote: > > So what are the pieces of Jifty? I assume DBI is at the > > core. I always figured that RT's access control > > architecture could be a separte perl module. I guess > > custom fields, transactions, and attributes are all good > > candidates. What else? > > Let's put it this way: Jifty is my vision of a sane way to build > web-based applications in perl. I've taken what I've learned over the > past...yow...decade and tried to extract out the commonalities and > complexities so that what you're writing is _your application_, not a > bunch of boilerplate code for dealing with the same thing time and time > again. > > Custom fields, transactions and attributes don't currently figure into > this. I mean, they're all easy to do, but they're not exactly common to > every application. > By ommission are you saying the access control does fit into "this"? What types of stuff will be covered? Just excited to see what cool new tools I can look forward to... From jesse at bestpractical.com Mon Oct 3 14:11:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Oct 2005 14:11:53 -0400 Subject: [rt-users] Interview with Jesse Vincent In-Reply-To: <20051003174158.GB14862@chaka.net> References: <20051003141040.GA12554@chaka.net> <20051003162746.GA22720@bestpractical.com> <20051003172223.GA14862@chaka.net> <20051003175840.GH22720@bestpractical.com> <20051003174158.GB14862@chaka.net> Message-ID: <20051003181153.GJ22720@bestpractical.com> > By ommission are you saying the access control does fit into "this"? > What types of stuff will be covered? Just excited to see what > cool new tools I can look forward to... I'm not saying anything. It'll ship when and if it works. Right now, it's our inhouse pet project. But I'm pretty sure that when it's fully baked, you'll like it. -- From todd at chaka.net Mon Oct 3 13:55:20 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Oct 2005 13:55:20 -0400 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <589c94400510030925q7f3006bbh2b41ff9672480c3e@mail.gmail.com> References: <589c944005091613296f27b2e6@mail.gmail.com> <20051003153731.GA14654@chaka.net> <589c94400510030925q7f3006bbh2b41ff9672480c3e@mail.gmail.com> Message-ID: <20051003175520.GC14862@chaka.net> On Mon, Oct 03, 2005 at 08:25:31PM +0400, Ruslan Zakirov wrote: > On 10/3/05, Todd Chapman wrote: > > The module doesn't check for dependency on IO::String. > Oh, may be, but I've commited change that get rid of this requirement. > PerlIO::scalar does the same. Commited to svn, grab it from > https://opensvn.csie.org/rtx_shredder or > http://opensvn.csie.org/rtx_shredder. > Ruslan, I was shredding some tickets in production database (with backup) and got a call that a ticket I was _not_ shredding was missing some transactions and requestors. Once I suspended the shredder and redisplayed the ticket a few times everything started showing up again. What would cause this? Is it a side-effect of the shredder design? -Todd From fmml at cedval.org Mon Oct 3 14:23:04 2005 From: fmml at cedval.org (Francois Meehan) Date: Mon, 3 Oct 2005 14:23:04 -0400 (EDT) Subject: [rt-users] Authentication against AD works but... Message-ID: <9083.206.47.191.243.1128363784.squirrel@whoami7.cedval.org> Hi all, Got the book, found the use of $WebExternalAuth and in no time we were able to authenticate RT users against Active directory! Hooray. Only to discover that it broke the mail gateway. Is there a way to have rt-mailgate to send a "user" and a "password", or is there another way to deal with this? Tried to run the stand alone server, but it did not like the rt-mailgate requests... Best regards, Francois BTW, really liked the book! Random Thought: --------------- "Shelter," what a nice name for for a place where you polish your cat. From tmorgan at synacor.com Mon Oct 3 14:28:27 2005 From: tmorgan at synacor.com (Tom Morgan) Date: Mon, 03 Oct 2005 14:28:27 -0400 Subject: [rt-users] Ticket creation via email Message-ID: <4341784B.20407@synacor.com> I am using rt-3.4.0. What I would like to accomplish is to have our monitoring software (Spong) create a ticket in RT when anything critical goes off. We are trying to keep track of how often we are being woken up at night while we are oncall. It is hard to be diciplined enough to create the ticket at 4am when all we want to do is go back to sleep. Could someone please point me in the right direction? I did some searches in the WIKI and was unable to find anything regarding this. Thanks in advance!! -- Tom Morgan tmorgan at synacor.com From jim at bydesignpublishing.com Mon Oct 3 14:38:39 2005 From: jim at bydesignpublishing.com (Jim Rice) Date: Mon, 03 Oct 2005 11:38:39 -0700 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) Message-ID: <1128364719.11459.143.camel@james.homebydesign.com> I've seen similar postings in the archives, but no solution. New installation, nothing custom (yet), only one saved search. >From Home page, click on Tickets and get: error: RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:81 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:73 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:88 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:119 /usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 /usr/local/rt3/share/html/Search/Elements/EditSearches:75 /usr/local/rt3/share/html/Search/Build.html:99 /usr/local/rt3/share/html/autohandler:215 raw error RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) ^J') called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xba20568)') called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81 RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xb789140)') called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 73 RT::Attributes::_DoSearch('RT::Attributes=HASH(0xb789140)') called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 88 RT::Attributes::_AttrHash('RT::Attributes=HASH(0xb789140)') called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 119 RT::Attributes::Named('RT::Attributes=HASH(0xb789140)', 'SavedSearch') called at /usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects line 58 HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xb7c9594)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb7800b8)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xb7c9594)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xb7c9594)') called at /usr/local/rt3/share/html/Search/Elements/EditSearches line 75 HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xba17c08)', 'Dirty', 0, 'SearchId', 'new') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb77230c)', 'CurrentSearch', 'HASH(0xba17c08)', 'Dirty', 0, 'SearchId', 'new') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', 'HASH(0xba17c08)', 'Dirty', 0, 'SearchId', 'new') called at /usr/local/rt3/share/html/Search/Build.html line 99 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb616298)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb7c92f4)') called at /usr/local/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb356d20)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb7c92f4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb7c92f4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9f19b08)', 'Apache2::RequestRec=SCALAR(0xba131b8)') called at /usr/local/rt3/bin/webmux.pl line 123 eval {...} at /usr/local/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xba131b8)') called at -e line 0 eval {...} at -e line 0 -- Jim Rice by Design Publishing 11626 N. Tracey Road Hayden, Idaho 83835 From ruslan.zakirov at gmail.com Mon Oct 3 14:37:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Oct 2005 22:37:15 +0400 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <20051003175520.GC14862@chaka.net> References: <589c944005091613296f27b2e6@mail.gmail.com> <20051003153731.GA14654@chaka.net> <589c94400510030925q7f3006bbh2b41ff9672480c3e@mail.gmail.com> <20051003175520.GC14862@chaka.net> Message-ID: <589c94400510031137o5547332bt2376d2215ed93118@mail.gmail.com> On 10/3/05, Todd Chapman wrote: > On Mon, Oct 03, 2005 at 08:25:31PM +0400, Ruslan Zakirov wrote: > > On 10/3/05, Todd Chapman wrote: > > > The module doesn't check for dependency on IO::String. > > Oh, may be, but I've commited change that get rid of this requirement. > > PerlIO::scalar does the same. Commited to svn, grab it from > > https://opensvn.csie.org/rtx_shredder or > > http://opensvn.csie.org/rtx_shredder. > > > > Ruslan, > > I was shredding some tickets in production database (with backup) You were shredding from WebUI or CLI? > and got a call that a ticket I was _not_ shredding was missing > some transactions and requestors. Once I suspended the shredder suspended? > and redisplayed the ticket a few times everything started showing > up again. > > What would cause this? Is it a side-effect of the shredder design? I don't think that shredder may cause this, because it's designed to die if it changes RT API. It doesn't override any RT methods. Only one thing I can imagine that RT DB cache works bad under some conditions. > > -Todd > -- Best regards, Ruslan. From todd at chaka.net Mon Oct 3 14:20:00 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Oct 2005 14:20:00 -0400 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <589c94400510031137o5547332bt2376d2215ed93118@mail.gmail.com> References: <589c944005091613296f27b2e6@mail.gmail.com> <20051003153731.GA14654@chaka.net> <589c94400510030925q7f3006bbh2b41ff9672480c3e@mail.gmail.com> <20051003175520.GC14862@chaka.net> <589c94400510031137o5547332bt2376d2215ed93118@mail.gmail.com> Message-ID: <20051003182000.GD14862@chaka.net> On Mon, Oct 03, 2005 at 10:37:15PM +0400, Ruslan Zakirov wrote: > On 10/3/05, Todd Chapman wrote: > > On Mon, Oct 03, 2005 at 08:25:31PM +0400, Ruslan Zakirov wrote: > > > On 10/3/05, Todd Chapman wrote: > > > > The module doesn't check for dependency on IO::String. > > > Oh, may be, but I've commited change that get rid of this requirement. > > > PerlIO::scalar does the same. Commited to svn, grab it from > > > https://opensvn.csie.org/rtx_shredder or > > > http://opensvn.csie.org/rtx_shredder. > > > > > > > Ruslan, > > > > I was shredding some tickets in production database (with backup) > You were shredding from WebUI or CLI? CLI > > > and got a call that a ticket I was _not_ shredding was missing > > some transactions and requestors. Once I suspended the shredder > suspended? ctrl-Z > > > and redisplayed the ticket a few times everything started showing > > up again. > > > > What would cause this? Is it a side-effect of the shredder design? > I don't think that shredder may cause this, because it's designed to > die if it changes RT API. It doesn't override any RT methods. Only one > thing I can imagine that RT DB cache works bad under some conditions. Don't know. > > > > > -Todd > > > > > -- > Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Oct 3 14:44:30 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 3 Oct 2005 22:44:30 +0400 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <1128364719.11459.143.camel@james.homebydesign.com> References: <1128364719.11459.143.camel@james.homebydesign.com> Message-ID: <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> On 10/3/05, Jim Rice wrote: > I've seen similar postings in the archives, but no solution. > > New installation, nothing custom (yet), only one saved search. SavedSearch is the reason of error. > > >From Home page, click on Tickets and get: > > error: RT::Attribute::Name Unimplemented in RT::Attributes. > (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > > context: > ... > 492: else { > 493: my ( $package, $filename, $line ); > 494: ( $package, $filename, $line ) = caller; > 495: > 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) > \n"; > 497: } > 498: > 499: } > 500: > ... > code stack: > /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 > /usr/local/rt3/lib/RT/Attributes_Overlay.pm:81 > /usr/local/rt3/lib/RT/Attributes_Overlay.pm:73 > /usr/local/rt3/lib/RT/Attributes_Overlay.pm:88 > /usr/local/rt3/lib/RT/Attributes_Overlay.pm:119 > /usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 > /usr/local/rt3/share/html/Search/Elements/EditSearches:75 > /usr/local/rt3/share/html/Search/Build.html:99 > /usr/local/rt3/share/html/autohandler:215 > > raw error > > RT::Attribute::Name Unimplemented in RT::Attributes. > (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm > line 129 > HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name > Unimplemented in RT::Attributes. > (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) ^J') called > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xba20568)') > called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81 > RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xb789140)') > called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 73 > RT::Attributes::_DoSearch('RT::Attributes=HASH(0xb789140)') called > at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 88 > RT::Attributes::_AttrHash('RT::Attributes=HASH(0xb789140)') called > at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 119 > RT::Attributes::Named('RT::Attributes=HASH(0xb789140)', 'SavedSearch') > called > at /usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects > line 58 > HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', > 'ARRAY(0xb7c9594)') called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb7800b8)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xb7c9594)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', > 'Objects', 'ARRAY(0xb7c9594)') called > at /usr/local/rt3/share/html/Search/Elements/EditSearches line 75 > HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xba17c08)', > 'Dirty', 0, 'SearchId', 'new') called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb77230c)', 'CurrentSearch', 'HASH(0xba17c08)', 'Dirty', 0, 'SearchId', 'new') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', > 'HASH(0xba17c08)', 'Dirty', 0, 'SearchId', 'new') called > at /usr/local/rt3/share/html/Search/Build.html line 99 > HTML::Mason::Commands::__ANON__ > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb616298)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef) called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb7c92f4)') called at /usr/local/rt3/share/html/autohandler line 215 > HTML::Mason::Commands::__ANON__ > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb356d20)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 1249 > HTML::Mason::Request::comp(undef, undef, undef) called > at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 461 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 413 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb7c92f4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb7c92f4)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9f19b08)', 'Apache2::RequestRec=SCALAR(0xba131b8)') called at /usr/local/rt3/bin/webmux.pl line 123 > eval {...} at /usr/local/rt3/bin/webmux.pl line 123 > RT::Mason::handler('Apache2::RequestRec=SCALAR(0xba131b8)') called at -e > line 0 > eval {...} at -e line 0 > > > -- > Jim Rice > by Design Publishing > 11626 N. Tracey Road > Hayden, Idaho 83835 > > _______________________________________________ > 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 les at futuresource.com Mon Oct 3 14:49:17 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 03 Oct 2005 13:49:17 -0500 Subject: [rt-users] Ticket creation via email In-Reply-To: <4341784B.20407@synacor.com> References: <4341784B.20407@synacor.com> Message-ID: <1128365357.1540.7.camel@moola.futuresource.com> On Mon, 2005-10-03 at 13:28, Tom Morgan wrote: > I am using rt-3.4.0. What I would like to accomplish is to have our > monitoring software (Spong) create a ticket in RT when anything critical > goes off. We are trying to keep track of how often we are being woken up > at night while we are oncall. It is hard to be diciplined enough to > create the ticket at 4am when all we want to do is go back to sleep. > Could someone please point me in the right direction? I did some > searches in the WIKI and was unable to find anything regarding this. Spong already knows how to send email. Just add the alias pointed to an appropriate RT queue as an email recipient of the spong notifications. And add reasonable throttling to the spong message delivery if you haven't already... -- Les Mikesell les at futuresource.com From tsuter at cait.org Mon Oct 3 14:50:56 2005 From: tsuter at cait.org (Tim Suter) Date: Mon, 03 Oct 2005 13:50:56 -0500 Subject: [rt-users] Mandatory Upgrade -- need a good howto Message-ID: <43417D90.9010006@cait.org> Hi all, Currently, I have an RT 3.2.3 installation installed on RHEL4 with Apache2 connecting to a remote MySQL4.1 db. We are experiencing those issues with Yahoo and Hotmail where the mail is stripped of the original message and noticed that the 3.4.4 version should be fixed. I am wanting to do a trouble free upgrade without interruption to service and wondered if there was a good howto already developed documenting this? Tim From barnesaw at ucrwcu.rwc.uc.edu Mon Oct 3 14:57:14 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 03 Oct 2005 14:57:14 -0400 Subject: [rt-users] Mandatory Upgrade -- need a good howto In-Reply-To: <43417D90.9010006@cait.org> References: <43417D90.9010006@cait.org> Message-ID: <43417F0A.9030001@ucrwcu.rwc.uc.edu> Tim Suter wrote: > Hi all, > > Currently, I have an RT 3.2.3 installation installed on RHEL4 with > Apache2 connecting to a remote MySQL4.1 db. We are experiencing those > issues with Yahoo and Hotmail where the mail is stripped of the original > message and noticed that the 3.4.4 version should be fixed. > > I am wanting to do a trouble free upgrade without interruption to > service and wondered if there was a good howto already developed > documenting this? > Any in-place upgrade can cause issues to arise. The BEST method of dealing with an upgrade is to run a test instance of (in your case, 3.2.3 with all local mods and perform an upgrade on it. See what issues arise and fix them. Make copies of all your fixes, and repeat the procedure on your real install. That said, I have never had a problem beyond having to re-create some local mods because different versions can have API changes which broke them. The best upgrade "how-to" is the README. > 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 > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From tsuter at cait.org Mon Oct 3 13:41:43 2005 From: tsuter at cait.org (Tim Suter) Date: Mon, 03 Oct 2005 12:41:43 -0500 Subject: [rt-users] Mandatory Upgrade -- need a good howto Message-ID: <43416D57.3070904@cait.org> Hi all, Currently, I have an RT 3.2.3 installation installed on RHEL4 with Apache2 connecting to a remote MySQL4.1 db. We are experiencing those issues with Yahoo and Hotmail where the mail is stripped of the original message and noticed that the 3.4.4 version should be fixed. I am wanting to do a trouble free upgrade without interruption to service and wondered if there was a good howto already developed documenting this? Tim From sturner at MIT.EDU Mon Oct 3 15:12:21 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 03 Oct 2005 15:12:21 -0400 Subject: [rt-users] Sorting "RT at a Glance" page In-Reply-To: <20051002183905.38409.qmail@web52906.mail.yahoo.com> References: <20051002183905.38409.qmail@web52906.mail.yahoo.com> Message-ID: <6.2.1.2.2.20051003151058.030b4e40@po14.mit.edu> At Sunday 10/2/2005 02:39 PM, Shannon Adams wrote: >Change /opt/rt3/share/html/Elements/MyTickets Shannon - It's better to create your own local copy (/opt/rt3/local/html/Elements/MyTickets) and make your changes there - see http://wiki.bestpractical.com/index.cgi?CleanlyCustomizeRT Steve From jim at bydesignpublishing.com Mon Oct 3 15:31:38 2005 From: jim at bydesignpublishing.com (Jim Rice) Date: Mon, 03 Oct 2005 12:31:38 -0700 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> Message-ID: <1128367898.11459.151.camel@james.homebydesign.com> On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: > On 10/3/05, Jim Rice wrote: > > I've seen similar postings in the archives, but no solution. > > > > New installation, nothing custom (yet), only one saved search. > SavedSearch is the reason of error. > > > > >From Home page, click on Tickets and get: > > > > error: RT::Attribute::Name Unimplemented in RT::Attributes. > > (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > > > > context: > > ... > > 492: else { > > 493: my ( $package, $filename, $line ); > > 494: ( $package, $filename, $line ) = caller; > > 495: > > 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) > > \n"; > > 497: } I thought it might be, but would you care to elaborate? Is it a bug? Is there a fix? Was it something I said? Thanks! -- Jim Rice by Design Publishing 11626 N. Tracey Road Hayden, Idaho 83835 From vivek at khera.org Mon Oct 3 15:25:22 2005 From: vivek at khera.org (Vivek Khera) Date: Mon, 3 Oct 2005 15:25:22 -0400 Subject: [rt-users] temp files leftover in /tmp sucking up all space Message-ID: <3A7787B2-26B3-4FC3-B568-793D8782F7EB@khera.org> I have my max attachment size set to 3Mb. Occasionally, I get a "brilliant" customer who decides to email a 5 or 7 Mb attachment to our RT (running 3.2.3). What happens is that some temp file is created in /tmp of a huge size, and then rt-mailgate dies. The mail logs show something like this: Oct 3 03:02:54 w01 postfix/local[28234]: 9F290362CA: to=, relay=local, delay=257901, status=deferred (temporary failure. Command output: An Error Occurred ================= 500 Server closed connection without sending any data back ) and the temp file is left sitting there sucking up valuable space. Eventually, after the mail server retries that message a handful of times, /tmp fills up and all heck breaks loose. What can I do to protect myself from this? Can mailgate do the usual open/delete/use tempfile trick that make unix special? Or do I need to bump up the maxmem setting for mail processes or something? From jesse at bestpractical.com Mon Oct 3 15:45:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 3 Oct 2005 15:45:53 -0400 Subject: [rt-users] temp files leftover in /tmp sucking up all space In-Reply-To: <3A7787B2-26B3-4FC3-B568-793D8782F7EB@khera.org> References: <3A7787B2-26B3-4FC3-B568-793D8782F7EB@khera.org> Message-ID: <20051003194553.GV22720@bestpractical.com> On Mon, Oct 03, 2005 at 03:25:22PM -0400, Vivek Khera wrote: > I have my max attachment size set to 3Mb. Occasionally, I get a > "brilliant" customer who decides to email a 5 or 7 Mb attachment to > our RT (running 3.2.3). What happens is that some temp file is > created in /tmp of a huge size, and then rt-mailgate dies. The mail > logs show something like this: > > > Oct 3 03:02:54 w01 postfix/local[28234]: 9F290362CA: to=, > relay=local, delay=257901, status=deferred (temporary failure. > Command output: An Error Occurred ================= 500 Server > closed connection without sending any data back ) > > and the temp file is left sitting there sucking up valuable space. > Eventually, after the mail server retries that message a handful of > times, /tmp fills up and all heck breaks loose. > > What can I do to protect myself from this? Can mailgate do the usual > open/delete/use tempfile trick that make unix special? Or do I need > to bump up the maxmem setting for mail processes or something? > Is it the mailgate or the server-side? (I'd been under the impression that we'd clobbered this bug on the server side as of 3.4.0 or so.) Are you using modperl or fcgi? If mod_perl, does it help to tune your threads to answer fewer requests? (Some of the tempfiles may be cleaned at "program" exit) From vivek at khera.org Mon Oct 3 15:51:49 2005 From: vivek at khera.org (Vivek Khera) Date: Mon, 3 Oct 2005 15:51:49 -0400 Subject: [rt-users] temp files leftover in /tmp sucking up all space In-Reply-To: <20051003194553.GV22720@bestpractical.com> References: <3A7787B2-26B3-4FC3-B568-793D8782F7EB@khera.org> <20051003194553.GV22720@bestpractical.com> Message-ID: On Oct 3, 2005, at 3:45 PM, Jesse Vincent wrote: >> Oct 3 03:02:54 w01 postfix/local[28234]: 9F290362CA: to=, >> relay=local, delay=257901, status=deferred (temporary failure. >> Command output: An Error Occurred ================= 500 Server >> closed connection without sending any data back ) > > Is it the mailgate or the server-side? (I'd been under the impression > that we'd clobbered this bug on the server side as of 3.4.0 or so.) Must be server since the error says "500 server closed connection", and rt-mailgate successfully returns EX_TEMPFAIL to postfix. I'll upgrade to 3.4.x in a day or so during my planned upgrade of apache to apache2 and perl + friends on the server in question. If it persists I'll report back. > Are you using modperl or fcgi? If mod_perl, does it help to tune your > threads to answer fewer requests? (Some of the tempfiles may be > cleaned > at "program" exit) mod_perl. apache children handle 50 requests and then die, or if they've gotten too big they die. i'm planning to move to fcgi to cut down my process load (right now I have a separate mod_perl instance just for RT). From btmanmeh at verizon.net Mon Oct 3 17:14:32 2005 From: btmanmeh at verizon.net (Max) Date: Mon, 03 Oct 2005 17:14:32 -0400 Subject: [rt-users] RT SVN Integration PullUpdate.html unknown user error Message-ID: <43419F38.9030608@verizon.net> I've successfully installed the RT::SVN::Integration options, setup everything appropriately according to the README, and I'm getting the following errors with it dying on line 44 when trying to use curl and the webpath, as an unknown user: error: Unknown user at /opt/rt3/share/html/SVN/PullUpdate.html line 44. context: ... 40: $user->LoadByCols( Gecos => $actor ); 41: } 42: 43: unless ( $user->id ) { 44: die "Unknown user"; 45: } 46: 47: my $ticket; 48: my $update_msg = ''; ... code stack: /opt/rt3/share/html/SVN/PullUpdate.html:44 /opt/rt3/share/html/autohandler:215 I have setup a privileged user from within RT as said in the README. If I call svn from a command line, say: /usr/bin/svn log http://svn/repos/ -r 112, all goes well and it returns what it's supposed to. I also have the proper configurations in RT_SiteConfig as: # RT-Subversion Set($PathToSvn, '/usr/bin/svn'); Set($SvnRepository, 'http://svn/repos/'); I'm calling it just normally with the post-commit hook: curl "http://rt/rt/SVN/PullUpdate.html?user=user&pass=password&rev=$REV" & I'm supplying the correct username and password that the user has been setup from within RT as, with the same format as the README. Is this something strictly with an RT configuration, RT and Apache configurations, or am I just plainly missing something simple? Thanks. Max From scottf at eacceleration.com Mon Oct 3 17:30:48 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Mon, 03 Oct 2005 14:30:48 -0700 Subject: [rt-users] Viewing images inline in RTFM articles Message-ID: <1128375048.29004.17.camel@scottf.site> I've been trying to find a way to get some screenshots to display inline in an RTFM article. My main content for these how-to's is a custom field with type 'Fill in one wikitext area.' The best I've been able to come up with so far is a link to the picture. Is there a special formatting necessary to get them to display? The pictures all have '.png' suffixes. Do I need to save them in a different format to get them to display inline? RT 3.4.3 RTFM 2.1 -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com From les at futuresource.com Mon Oct 3 17:59:01 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 03 Oct 2005 16:59:01 -0500 Subject: [rt-users] Authentication against AD works but... In-Reply-To: <9083.206.47.191.243.1128363784.squirrel@whoami7.cedval.org> References: <9083.206.47.191.243.1128363784.squirrel@whoami7.cedval.org> Message-ID: <1128376741.1540.27.camel@moola.futuresource.com> On Mon, 2005-10-03 at 13:23, Francois Meehan wrote: > Got the book, found the use of $WebExternalAuth and in no time we were > able to authenticate RT users against Active directory! Hooray. > > Only to discover that it broke the mail gateway. Is there a way to have > rt-mailgate to send a "user" and a "password", or is there another way to > deal with this? > > Tried to run the stand alone server, but it did not like the rt-mailgate > requests... You have probably configured apache to require authentication for the entire rt installation, and the /NoAuth directory needs to be an exception. Something like: Satisfy Any Allow from all should do it. Adjust if the location is really /rt/NoAuth in your installation. -- Les Mikesell les at futuresource.com From ruslan.zakirov at gmail.com Mon Oct 3 18:05:19 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 02:05:19 +0400 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <1128367898.11459.151.camel@james.homebydesign.com> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> Message-ID: <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> On 10/3/05, Jim Rice wrote: > On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: > > On 10/3/05, Jim Rice wrote: > > > I've seen similar postings in the archives, but no solution. > > > > > > New installation, nothing custom (yet), only one saved search. > > > SavedSearch is the reason of error. > > > > > > > >From Home page, click on Tickets and get: > > > > > > error: RT::Attribute::Name Unimplemented in RT::Attributes. > > > (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > > > > > > context: > > > ... > > > 492: else { > > > 493: my ( $package, $filename, $line ); > > > 494: ( $package, $filename, $line ) = caller; > > > 495: > > > 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) > > > \n"; > > > 497: } > > > I thought it might be, but would you care to elaborate? > > Is it a bug? Is there a fix? Was it something I said? As far as I understand you use http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches that is external contribution, if you read that page you'll see your error there. I think Stephen may know about error more, Stephen? > > Thanks! > > -- > Jim Rice > by Design Publishing > 11626 N. Tracey Road > Hayden, Idaho 83835 > -- Best regards, Ruslan. From filc at ntlworld.com Mon Oct 3 18:13:07 2005 From: filc at ntlworld.com (Phil Cole) Date: Mon, 03 Oct 2005 23:13:07 +0100 Subject: [rt-users] Authentication against AD works but... In-Reply-To: <1128376741.1540.27.camel@moola.futuresource.com> References: <9083.206.47.191.243.1128363784.squirrel@whoami7.cedval.org> <1128376741.1540.27.camel@moola.futuresource.com> Message-ID: <1128377587.3636.0.camel@tower.cole> You may also need to LocationMatch / Directory against /REST. I know I did. Phil On Mon, 2005-10-03 at 16:59 -0500, Les Mikesell wrote: > On Mon, 2005-10-03 at 13:23, Francois Meehan wrote: > > > Got the book, found the use of $WebExternalAuth and in no time we were > > able to authenticate RT users against Active directory! Hooray. > > > > Only to discover that it broke the mail gateway. Is there a way to have > > rt-mailgate to send a "user" and a "password", or is there another way to > > deal with this? > > > > Tried to run the stand alone server, but it did not like the rt-mailgate > > requests... > > You have probably configured apache to require authentication for the > entire rt installation, and the /NoAuth directory needs to be an > exception. Something like: > > > Satisfy Any > Allow from all > > > should do it. Adjust if the location is really /rt/NoAuth in your > installation. > From listas at dud.com.br Mon Oct 3 16:29:34 2005 From: listas at dud.com.br (Roberto Dud (listas)) Date: Mon, 03 Oct 2005 20:29:34 +0000 Subject: [rt-users] Users Message-ID: <434194AE.60301@dud.com.br> Mrs, I install RT and ok. But the index page is the login. But I don't know, user and pass to login RT. What is de default user? How I create admin account? Thanks, Dud. From todd at chaka.net Mon Oct 3 19:17:02 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 3 Oct 2005 19:17:02 -0400 Subject: [rt-users] Users In-Reply-To: <434194AE.60301@dud.com.br> References: <434194AE.60301@dud.com.br> Message-ID: <20051003231702.GE14862@chaka.net> On Mon, Oct 03, 2005 at 08:29:34PM +0000, Roberto Dud (listas) wrote: > Mrs, > > I install RT and ok. But the index page is the login. But I don't know, > user and pass to login RT. What is de default user? How I create admin > account? > > Thanks, > > Dud. Dud, username: root password: password From andy at wildbrain.com Mon Oct 3 20:39:39 2005 From: andy at wildbrain.com (Andy Moran) Date: Mon, 03 Oct 2005 17:39:39 -0700 Subject: [rt-users] Migration problems (rt 2.0.15 to rt 3.0...) In-Reply-To: References: Message-ID: <4341CF4B.3080504@wildbrain.com> I was able to go from rt 2.0.13 straight to rt 3.4.4 using the rt2-to-rt3 that's in the subversion repository. Dunno about your unicode problems. --Andy Christian Theune wrote: > Hi, > > I'm trying to migrate our RT installation from 2.0.15 on an old server > to rt 3 on a new server. As someone else pointed out, I have to go to rt > 3.0 first, then move to 3.4. > > I'm as far as reading the dumpfile back to rt 3 and get a problem with > unicode in the attachments. Here is an excerpt (including the actual > content): > > =================================================================================== > .t-5045 > Couldn't create attachment > $VAR1 = { > 'Subject' => 'webhostlist.de : > Abgelaufene Angebote', > 'ContentType' => 'text/plain', > 'Headers' => 'Received: from alphastar.gocept.com > (alphastar.whq.gocept.com > [*MailScanner has detected a possible > fraud attempt from "10.1.1.1" claiming to be* 10.1.1.1 > ]) by lisa.whq.gocept.com > (8.12.3/8.12.3/Debian-6.4) with ESMTP id h5T0Eu5Q011118 > (version=TLSv1/SSLv3 cipher=EDH-RSA-DES-CBC3-SHA bits=168 verify=FAIL) > for >; Sun, 29 Jun 2003 > 02:14:56 +0200 > Received: from www2.webhostlist.de > (www.webhostlist.de [*MailScanner has > detected a possible fraud attempt from "62.146.43.10" claiming to be* > 62.146.43.10 ] (may be forged)) by > alphastar.gocept.com > (8.12.3/8.12.3/Debian-6.4) with ESMTP id h5T0ErbH022364 for > >; Sun, 29 Jun 2003 02:14:54 +0200 > Received: from www2.webhostlist.de > (localhost.localdomain [*MailScanner has detected a possible fraud > attempt from "127.0.0.1" claiming to be* 127.0.0.1 ]) > by www2.webhostlist.de (8.12.9/8.12.9) with > ESMTP id h5T0EktT020492 for >; > Sun, 29 Jun 2003 02:14:47 +0200 > Received: (from nobody at localhost) by www2.webhostlist.de > (8.12.9/8.12.9/Submit) id h5T0EjES020491; > Sun, 29 Jun 2003 02:14:45 +0200 > Date: Sun, 29 Jun 2003 02:14:45 +0200 > Message-Id: <200306290014.h5T0EjES020491 at www2.webhostlist.de > > > To: mail at gocept.com > Subject: webhostlist.de : Abgelaufene Angebote > From: WebHostlist > > ', > 'Creator' => '506', > 'Parent' => '0', > 'Created' => '2003-06-29 00:14:56', > 'id' => '64', > 'Content' => 'Achtung! > > Ihre eingetragenen Angebote sind abgelaufen und wurden nicht von Ihnen > best?tigt. Wir werden sie deshalb aus unserem Verzeichnis entfernen, es > sei denn Sie w?nschen einen weiterhin bestehenden Eintrag bei uns. > > Falls Sie weiter bei uns gelistet werden m?chten, so sollten Sie innerhalb > der n?chsten 5 Tage Ihr eingetragenen Angebote best?tigen. Sofern die > Angebotsdaten der folgenden Angebote gleichgeblieben sind, k?nnen Sie > dies jetzt innerhalb von 5 Sekunden best?tigen. > > 250 MB, eingetragen am 11.03.2003 > 75 MB, eingetragen am 11.03.2003 > ZOPE-Account, eingetragen am 11.03.2003 > ZOPE-Instanz, eingetragen am 11.03.2003 > > > Um diese Angebote jetzt zu best?tigen klicken Sie bitte einfach auf > folgenden > Link: > http://www2.webhostlist.de/host/data/doconfirmall.php3?aid=893 > > Ihr WebHostlist Team > > ', > 'ContentEncoding' => 'none', > 'TransactionId' => '98' > }; > > ERROR: invalid byte sequence for encoding "UNICODE": 0xe47469 > ======================================================== > > I also made it ignore broken attachments for a while and it brought a > lot of errors, probably on every attachment. > > Hints appreciated. > > 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 From andy at wildbrain.com Mon Oct 3 20:44:42 2005 From: andy at wildbrain.com (Andy Moran) Date: Mon, 03 Oct 2005 17:44:42 -0700 Subject: [rt-users] Modification: Showing tickets in queues you watch on the front page In-Reply-To: <433DDF8E.3040304@wildbrain.com> References: <433DDF8E.3040304@wildbrain.com> Message-ID: <4341D07A.3070004@wildbrain.com> Okay I didn't get any response on this so I'm gonna include rt-devel and see if I get any bites. I found code to do it for RT2, but it breaks under Rt3: my $userEmail = $session{'CurrentUser'}->EmailAddress; my $queueCount = 0; my $Queues = new RT::Queues($session{'CurrentUser'}); $Queues->UnLimit(); my $Tickets = new RT::Tickets ($session{'CurrentUser'}); $Tickets->ClearRestrictions; $Tickets->LimitOwner(VALUE => "Nobody"); $Tickets->LimitStatus(VALUE => "resolved", OPERATOR => '!='); $Tickets->LimitStatus(VALUE => "dead", OPERATOR => '!='); while (my $queue = $Queues->Next) { my $watcherEmails = $queue->Watchers()->EmailsAsString(); next if $watcherEmails !~ /\b$userEmail/; $queueCount++; $Tickets->LimitQueue(VALUE => $queue->id); } $Tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); $Tickets->RowsPerPage(25); The Rt3 way seems to be about using query strings.. but I'm missing the part where I'm searching all queues that the current user is a watcher on. Any help would be awesome.. thanks! --Andy Andy Moran wrote: > Hi guys, > > I'm setting up an Rt3 instance. I'd like to change the front page for > privileged users so instead of showing "X newest onowned tickets", it > only shows "X newest unowned tickets in the queues I watch.." > > I know I need to copy share/html/Elements/MyRequests to > local/html/Elements/MyRequests and modify it somehow to only show queues > that the person logged in is a watcher on. But I don't wanna learn the > entire RT API to just change this one bit.. If anyone could tell me the > code I need, I'd be grateful.. 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 > From mike at uniserve.com Mon Oct 3 20:39:51 2005 From: mike at uniserve.com (Mike Pultz) Date: Mon, 3 Oct 2005 17:39:51 -0700 Subject: [rt-users] Migration problems (rt 2.0.15 to rt 3.0...) References: <4341CF4B.3080504@wildbrain.com> Message-ID: <02a801c5c87c$21bfe050$d5a1f4cc@uniservedev> I had this same problem when (well, I'm still in the process of importing my rt2 install to rt3) importing- I'm guessing you're moving to a postgresql database? I changed the "client-encoding" value in my postgresql.conf file to "iso-8859-1" --snip-- client_encoding = iso-8859-1 --snip-- and restarted postgresql, and I didnt' see the error anymore. I'm not sure if this is the best solution, like I say- I'm still in the process. Cheers, Mike ----- Original Message ----- From: "Andy Moran" To: "Christian Theune" Cc: "RT User Mailinglist" Sent: Monday, October 03, 2005 5:39 PM Subject: Re: [rt-users] Migration problems (rt 2.0.15 to rt 3.0...) I was able to go from rt 2.0.13 straight to rt 3.4.4 using the rt2-to-rt3 that's in the subversion repository. Dunno about your unicode problems. --Andy Christian Theune wrote: > Hi, > > I'm trying to migrate our RT installation from 2.0.15 on an old server > to rt 3 on a new server. As someone else pointed out, I have to go to rt > 3.0 first, then move to 3.4. > > I'm as far as reading the dumpfile back to rt 3 and get a problem with > unicode in the attachments. Here is an excerpt (including the actual > content): > > =================================================================================== > .t-5045 > Couldn't create attachment > $VAR1 = { > 'Subject' => 'webhostlist.de : > Abgelaufene Angebote', > 'ContentType' => 'text/plain', > 'Headers' => 'Received: from alphastar.gocept.com > (alphastar.whq.gocept.com > [*MailScanner has detected a possible > fraud attempt from "10.1.1.1" claiming to be* 10.1.1.1 > ]) by lisa.whq.gocept.com > (8.12.3/8.12.3/Debian-6.4) with ESMTP id h5T0Eu5Q011118 > (version=TLSv1/SSLv3 cipher=EDH-RSA-DES-CBC3-SHA bits=168 verify=FAIL) > for >; Sun, 29 Jun 2003 > 02:14:56 +0200 > Received: from www2.webhostlist.de > (www.webhostlist.de [*MailScanner has > detected a possible fraud attempt from "62.146.43.10" claiming to be* > 62.146.43.10 ] (may be forged)) by > alphastar.gocept.com > (8.12.3/8.12.3/Debian-6.4) with ESMTP id h5T0ErbH022364 for > >; Sun, 29 Jun 2003 02:14:54 > +0200 > Received: from www2.webhostlist.de > (localhost.localdomain [*MailScanner has detected a possible fraud > attempt from "127.0.0.1" claiming to be* 127.0.0.1 ]) > by www2.webhostlist.de (8.12.9/8.12.9) with > ESMTP id h5T0EktT020492 for >; > Sun, 29 Jun 2003 02:14:47 +0200 > Received: (from nobody at localhost) by www2.webhostlist.de > (8.12.9/8.12.9/Submit) id h5T0EjES020491; > Sun, 29 Jun 2003 02:14:45 +0200 > Date: Sun, 29 Jun 2003 02:14:45 +0200 > Message-Id: <200306290014.h5T0EjES020491 at www2.webhostlist.de > > > To: mail at gocept.com > Subject: webhostlist.de : Abgelaufene Angebote > From: WebHostlist > > ', > 'Creator' => '506', > 'Parent' => '0', > 'Created' => '2003-06-29 00:14:56', > 'id' => '64', > 'Content' => 'Achtung! > > Ihre eingetragenen Angebote sind abgelaufen und wurden nicht von Ihnen > best?tigt. Wir werden sie deshalb aus unserem Verzeichnis entfernen, es > sei denn Sie w?nschen einen weiterhin bestehenden Eintrag bei uns. > > Falls Sie weiter bei uns gelistet werden m?chten, so sollten Sie innerhalb > der n?chsten 5 Tage Ihr eingetragenen Angebote best?tigen. Sofern die > Angebotsdaten der folgenden Angebote gleichgeblieben sind, k?nnen Sie > dies jetzt innerhalb von 5 Sekunden best?tigen. > > 250 MB, eingetragen am 11.03.2003 > 75 MB, eingetragen am 11.03.2003 > ZOPE-Account, eingetragen am 11.03.2003 > ZOPE-Instanz, eingetragen am 11.03.2003 > > > Um diese Angebote jetzt zu best?tigen klicken Sie bitte einfach auf > folgenden > Link: > http://www2.webhostlist.de/host/data/doconfirmall.php3?aid=893 > > Ihr WebHostlist Team > > ', > 'ContentEncoding' => 'none', > 'TransactionId' => '98' > }; > > ERROR: invalid byte sequence for encoding "UNICODE": 0xe47469 > ======================================================== > > I also made it ignore broken attachments for a while and it brought a > lot of errors, probably on every attachment. > > Hints appreciated. > > 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 _______________________________________________ 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 Mon Oct 3 21:20:11 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 05:20:11 +0400 Subject: [rt-users] Modification: Showing tickets in queues you watch on the front page In-Reply-To: <433DDF8E.3040304@wildbrain.com> References: <433DDF8E.3040304@wildbrain.com> Message-ID: <589c94400510031820l25f0967bha0193e7e56843809@mail.gmail.com> On 10/1/05, Andy Moran wrote: > > Hi guys, > > I'm setting up an Rt3 instance. I'd like to change the front page for > privileged users so instead of showing "X newest onowned tickets", it > only shows "X newest unowned tickets in the queues I watch.." RT 3.0.0 or 3.4.4? Or may be 3.2.2-rcX? > > I know I need to copy share/html/Elements/MyRequests to > local/html/Elements/MyRequests and modify it somehow to only show queues > that the person logged in is a watcher on. But I don't wanna learn the > entire RT API to just change this one bit.. If anyone could tell me the > code I need, I'd be grateful.. thanks! Construct query you want in RT's query builder, then go to advanced page and see how it looks like. If you open MyRequests file you will find that RT is building very similar query for that page. You have to join to the query string RT builds your particular conditions. -- Best regards, Ruslan. From andy at wildbrain.com Mon Oct 3 22:35:41 2005 From: andy at wildbrain.com (Andrew Moran) Date: Mon, 03 Oct 2005 19:35:41 -0700 Subject: [rt-users] Modification: Showing tickets in queues you watch on the front page In-Reply-To: <589c94400510031820l25f0967bha0193e7e56843809@mail.gmail.com> References: <433DDF8E.3040304@wildbrain.com> <589c94400510031820l25f0967bha0193e7e56843809@mail.gmail.com> Message-ID: <4341EA7D.1020903@wildbrain.com> Ruslan Zakirov wrote: >On 10/1/05, Andy Moran wrote: > > >>Hi guys, >> >>I'm setting up an Rt3 instance. I'd like to change the front page for >>privileged users so instead of showing "X newest onowned tickets", it >>only shows "X newest unowned tickets in the queues I watch.." >> >> >RT 3.0.0 or 3.4.4? Or may be 3.2.2-rcX? > > > It's 3.4.4 >Construct query you want in RT's query builder, then go to advanced >page and see how it looks like. If you open MyRequests file you will >find that RT is building very similar query for that page. You have to >join to the query string RT builds your particular conditions. > > > The problem is the query will be different for each user logged in.. it should show the new and unowned tickets in the queues that the current logged in user watches.. so first I'd have to find all the queues the current user watches and then construct a query from there.. that's where I'm stuck. Thanks for responding. --Andy From S.G.Tranter at lboro.ac.uk Tue Oct 4 04:58:21 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 04 Oct 2005 09:58:21 +0100 Subject: [rt-users] How do I create a new .po file? Message-ID: <4342442D.7030905@lboro.ac.uk> Hello Everyone, I want to create my own Loughborough University English "po" file and I cannot remember how this should be done. I know it's got something to do with "extract-message-catalog", but that's about it. I've searched the wiki and list archives with no luck, can anyone give me a brief description of what needs to be done? I'm running RT 3.5.5 on FC4, Apache2, mod_perl 2.0.1, mysql 4.1.12, perl 5.8.6, HTML::Mason 1.3101. 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 swieten at itsef.com Tue Oct 4 05:56:09 2005 From: swieten at itsef.com (Peter van Swieten) Date: Tue, 04 Oct 2005 11:56:09 +0200 Subject: [rt-users] Single URL to access result from query "MyTickets" possibility Message-ID: <434251B9.2060808@itsef.com> Dear fellow RT users, I have got RT 3.2.2 running on FreeBSD. I have a question: All my users are internal and have access to RT through the Web interface. I would like to be able to create an easy way for everyone to view their submitted tickets. The shortest I have been able to come up with is: - Click Tickets - select a query ('My Tickets') - click load - click search Is there any way to realize this any easier (preferably a single URL) I highly appreciate your input Regards, PvS From ruslan.zakirov at gmail.com Tue Oct 4 06:02:36 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 14:02:36 +0400 Subject: [rt-users] Single URL to access result from query "MyTickets" possibility In-Reply-To: <434251B9.2060808@itsef.com> References: <434251B9.2060808@itsef.com> Message-ID: <589c94400510040302v96686b0gd3af087760f2382a@mail.gmail.com> On 10/4/05, Peter van Swieten wrote: > Dear fellow RT users, > > I have got RT 3.2.2 running on FreeBSD. > I have a question: All my users are internal and have access to RT > through the Web interface. > I would like to be able to create an easy way for everyone to view their > submitted tickets. > The shortest I have been able to come up with is: > - Click Tickets > - select a query ('My Tickets') > - click load > - click search > > Is there any way to realize this any easier (preferably a single URL) I didn't use this, but think it's what you are looking for http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches > > I highly appreciate your input > > Regards, > PvS > > _______________________________________________ > 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 hilde.rafaelsen at cc.uit.no Tue Oct 4 06:35:57 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 4 Oct 2005 12:35:57 +0200 Subject: [rt-users] Run two separate RT system Message-ID: Hi, Is it possibly to run two different RT systems on the same machine? We need two web-sites and two databases. Hilde From ruslan.zakirov at gmail.com Tue Oct 4 06:47:58 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 14:47:58 +0400 Subject: [rt-users] Run two separate RT system In-Reply-To: References: Message-ID: <589c94400510040347t5d21643emc583fe145301b275@mail.gmail.com> On 10/4/05, Hilde T Lauvset Rafaelsen wrote: > Hi, > > Is it possibly to run two different RT systems on the same machine? We Yes, it possible, but we could give more info unless you say us what software do you use. > need two web-sites and two databases. > > Hilde > > _______________________________________________ > 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 hilde.rafaelsen at cc.uit.no Tue Oct 4 07:04:02 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 4 Oct 2005 13:04:02 +0200 Subject: SV: [rt-users] Run two separate RT system Message-ID: RT 3.4.2 Fedora OS Apache web server (httpd 2.0.48) MySQL Mod_fastcgi Hilde -----Opprinnelig melding----- Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sendt: 4. oktober 2005 12:48 Til: Hilde T Lauvset Rafaelsen Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Run two separate RT system On 10/4/05, Hilde T Lauvset Rafaelsen wrote: > Hi, > > Is it possibly to run two different RT systems on the same machine? We Yes, it possible, but we could give more info unless you say us what software do you use. > need two web-sites and two databases. > > Hilde > > _______________________________________________ > 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 Joerg.Ungermann at web.de Tue Oct 4 07:06:51 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Tue, 04 Oct 2005 13:06:51 +0200 Subject: [rt-users] Sending German responses via Email Message-ID: <811904544@web.de> When using the mail template, rt insert english terms for the variables (requestor, told etc.). Is it possible to have the localised terms there? Like it is in history and the activity messages on the top frame. Is it like using the LOC funczion within the template? Thanks Joerg __________________________________________________________________________ Erweitern Sie FreeMail zu einem noch leistungsst?rkeren E-Mail-Postfach! Mehr Infos unter http://freemail.web.de/home/landingpad/?mc=021131 From ruslan.zakirov at gmail.com Tue Oct 4 07:10:22 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 15:10:22 +0400 Subject: [rt-users] Run two separate RT system In-Reply-To: References: Message-ID: <589c94400510040410s27c54de7ld68c0cfd274d6dfb@mail.gmail.com> On 10/4/05, Hilde T Lauvset Rafaelsen wrote: > RT 3.4.2 > Fedora OS > Apache web server (httpd 2.0.48) > MySQL > Mod_fastcgi Please, read this, that doc was writen for older RT versions, but idea is still the same for FCGI: http://wiki.bestpractical.com/index.cgi?MultipleInstances If you don't understand something there then return to us with questions. > > Hilde > > > -----Opprinnelig melding----- > Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sendt: 4. oktober 2005 12:48 > Til: Hilde T Lauvset Rafaelsen > Kopi: rt-users at lists.bestpractical.com > Emne: Re: [rt-users] Run two separate RT system > > On 10/4/05, Hilde T Lauvset Rafaelsen wrote: > > Hi, > > > > Is it possibly to run two different RT systems on the same machine? We > Yes, it possible, but we could give more info unless you say us what > software do you use. > > > need two web-sites and two databases. > > > > Hilde > > > > _______________________________________________ > > 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 hilde.rafaelsen at cc.uit.no Tue Oct 4 07:22:20 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 4 Oct 2005 13:22:20 +0200 Subject: SV: [rt-users] Run two separate RT system Message-ID: Thanks, this will help. Hilde -----Opprinnelig melding----- Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sendt: 4. oktober 2005 13:10 Til: Hilde T Lauvset Rafaelsen Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Run two separate RT system On 10/4/05, Hilde T Lauvset Rafaelsen wrote: > RT 3.4.2 > Fedora OS > Apache web server (httpd 2.0.48) > MySQL > Mod_fastcgi Please, read this, that doc was writen for older RT versions, but idea is still the same for FCGI: http://wiki.bestpractical.com/index.cgi?MultipleInstances If you don't understand something there then return to us with questions. > > Hilde > > > -----Opprinnelig melding----- > Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sendt: 4. oktober 2005 12:48 > Til: Hilde T Lauvset Rafaelsen > Kopi: rt-users at lists.bestpractical.com > Emne: Re: [rt-users] Run two separate RT system > > On 10/4/05, Hilde T Lauvset Rafaelsen wrote: > > Hi, > > > > Is it possibly to run two different RT systems on the same machine? > > We > Yes, it possible, but we could give more info unless you say us what > software do you use. > > > need two web-sites and two databases. > > > > Hilde > > > > _______________________________________________ > > 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 listas at dud.com.br Tue Oct 4 06:33:07 2005 From: listas at dud.com.br (Roberto Dud (listas)) Date: Tue, 04 Oct 2005 10:33:07 +0000 Subject: [rt-users] Users In-Reply-To: <20051003231702.GE14862@chaka.net> References: <434194AE.60301@dud.com.br> <20051003231702.GE14862@chaka.net> Message-ID: <43425A63.6070001@dud.com.br> Don't work...How I create other users? Thanks, Dud. Todd Chapman wrote: >On Mon, Oct 03, 2005 at 08:29:34PM +0000, Roberto Dud (listas) wrote: > > >>Mrs, >> >>I install RT and ok. But the index page is the login. But I don't know, >>user and pass to login RT. What is de default user? How I create admin >>account? >> >>Thanks, >> >>Dud. >> >> > >Dud, > >username: root >password: password > > > > > From ruslan.zakirov at gmail.com Tue Oct 4 09:46:12 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 17:46:12 +0400 Subject: [rt-users] Users In-Reply-To: <43425A63.6070001@dud.com.br> References: <434194AE.60301@dud.com.br> <20051003231702.GE14862@chaka.net> <43425A63.6070001@dud.com.br> Message-ID: <589c94400510040646y664e34c8m5c58c7694a898b07@mail.gmail.com> On 10/4/05, Roberto Dud (listas) wrote: > Don't work...How I create other users? Must work, if you've installed RT correctly. See README file. > > Thanks, > > Dud. > > > > Todd Chapman wrote: > > >On Mon, Oct 03, 2005 at 08:29:34PM +0000, Roberto Dud (listas) wrote: > > > > > >>Mrs, > >> > >>I install RT and ok. But the index page is the login. But I don't know, > >>user and pass to login RT. What is de default user? How I create admin > >>account? > >> > >>Thanks, > >> > >>Dud. > >> > >> > > > >Dud, > > > >username: root > >password: password > > > > > > > > > > > > _______________________________________________ > 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 Tue Oct 4 10:48:29 2005 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 04 Oct 2005 15:48:29 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> Message-ID: <4342963D.5000508@pipex.net> Glad to see Ruslan as helpful a ever .. I get the same error in Querybuilder, not neccessary loading a saved search but when I when applying advanced search or adding a column to results , sometimes it correct it and other user just have to kill the browser and start again ..it happens with both IE and firefox .. The system is RT-3.4.4 , remost host mysql 4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 I mentioned it twice before and just thought I'll mention it again , is rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very smoothly, now we having to restart mysql twice to 3 times a day .. Roy Ruslan Zakirov wrote: >On 10/3/05, Jim Rice wrote: > > >>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: >> >> >>>On 10/3/05, Jim Rice wrote: >>> >>> >>>>I've seen similar postings in the archives, but no solution. >>>> >>>>New installation, nothing custom (yet), only one saved search. >>>> >>>> >>>SavedSearch is the reason of error. >>> >>> >>>>>From Home page, click on Tickets and get: >>>> >>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. >>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) >>>> >>>>context: >>>>... >>>>492: else { >>>>493: my ( $package, $filename, $line ); >>>>494: ( $package, $filename, $line ) = caller; >>>>495: >>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) >>>>\n"; >>>>497: } >>>> >>>> >> >> >>I thought it might be, but would you care to elaborate? >> >>Is it a bug? Is there a fix? Was it something I said? >> >> >As far as I understand you use >http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches >that is external contribution, if you read that page you'll see your >error there. > >I think Stephen may know about error more, Stephen? > > > >>Thanks! >> >>-- >>Jim Rice >>by Design Publishing >>11626 N. Tracey Road >>Hayden, Idaho 83835 >> >> >> > >-- >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 listas at dud.com.br Tue Oct 4 08:09:46 2005 From: listas at dud.com.br (Roberto Dud (listas)) Date: Tue, 04 Oct 2005 12:09:46 +0000 Subject: [rt-users] MySQL InnoDB Message-ID: <4342710A.5070800@dud.com.br> Mrs, When I have to enter the comand "make initialize-database", I have a error in MySQL. See below: Creating mysql database rt3. RT requires that MySQL be compiled with InnoDB table support. See http://dev.mysql.com/doc/mysql/en/InnoDB.html make: *** [initialize-database] Error 255 I read de DOCS but don't work. What the configuration needs in "my.cnf"? Thanks, Dud. From ruslan.zakirov at gmail.com Tue Oct 4 11:19:39 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 19:19:39 +0400 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <4342963D.5000508@pipex.net> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> Message-ID: <589c94400510040819n47ca5237t426ca55b6283a02@mail.gmail.com> On 10/4/05, Roy El-Hames wrote: > Glad to see Ruslan as helpful a ever .. > I get the same error in Querybuilder, not neccessary loading a saved > search but when I when applying advanced search or adding a column to > results , sometimes it correct it and other user just have to kill the > browser and start again ..it happens with both IE and firefox .. > The system is RT-3.4.4 , remost host mysql > 4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 Ok, may be I'm wrong and this is issue of RT, but I can't reproduce it. Could you give me step by step instruction how to force this error? > > I mentioned it twice before and just thought I'll mention it again , is > rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very > smoothly, now we having to restart mysql twice to 3 times a day .. Why do you restart it? What if toy run 'SHOW FULL PROCESSLIST;' from mysql client? But better start another mail thread for this. > > Roy > > Ruslan Zakirov wrote: > > >On 10/3/05, Jim Rice wrote: > > > > > >>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: > >> > >> > >>>On 10/3/05, Jim Rice wrote: > >>> > >>> > >>>>I've seen similar postings in the archives, but no solution. > >>>> > >>>>New installation, nothing custom (yet), only one saved search. > >>>> > >>>> > >>>SavedSearch is the reason of error. > >>> > >>> > >>>>>From Home page, click on Tickets and get: > >>>> > >>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. > >>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > >>>> > >>>>context: > >>>>... > >>>>492: else { > >>>>493: my ( $package, $filename, $line ); > >>>>494: ( $package, $filename, $line ) = caller; > >>>>495: > >>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) > >>>>\n"; > >>>>497: } > >>>> > >>>> > >> > >> > >>I thought it might be, but would you care to elaborate? > >> > >>Is it a bug? Is there a fix? Was it something I said? > >> > >> > >As far as I understand you use > >http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches > >that is external contribution, if you read that page you'll see your > >error there. > > > >I think Stephen may know about error more, Stephen? > > > > > > > >>Thanks! > >> > >>-- > >>Jim Rice > >>by Design Publishing > >>11626 N. Tracey Road > >>Hayden, Idaho 83835 > >> > >> > >> > > > >-- > >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 > > > > > > > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Tue Oct 4 11:25:59 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 19:25:59 +0400 Subject: [rt-users] MySQL InnoDB In-Reply-To: <4342710A.5070800@dud.com.br> References: <4342710A.5070800@dud.com.br> Message-ID: <589c94400510040825u470528eds4673ba3170a7198a@mail.gmail.com> On 10/4/05, Roberto Dud (listas) wrote: > Mrs, > > When I have to enter the comand "make initialize-database", I have a > error in MySQL. See below: > > Creating mysql database rt3. > RT requires that MySQL be compiled with InnoDB table support. > See http://dev.mysql.com/doc/mysql/en/InnoDB.html > make: *** [initialize-database] Error 255 > > > I read de DOCS but don't work. What the configuration needs in "my.cnf"? There is shouldn't be "skip-innodb" option in my.cnf. Out put of the "show variables like 'have_%';" from mysql console must say you have innodb. And your my.cnf should look like: # the rest of the innodb config follows: # don't eat too much memory, we're trying to be safe on 64Mb boxes. # you might want to bump this up a bit on boxes with more RAM innodb_buffer_pool_size = 16M # this is the default, increase if you have lots of tables innodb_additional_mem_pool_size = 2M # i'd like to use /var/lib/mysql/innodb, but that is seen as a database :-( # and upstream wants things to be under /var/lib/mysql/, so that's the route # we have to take for the moment innodb_data_home_dir = /var/lib/mysql/ innodb_log_arch_dir = /var/lib/mysql/ innodb_log_group_home_dir = /var/lib/mysql/ # you may wish to change this size to be more suitable for your system # the max is there to avoid run-away growth on your machine innodb_data_file_path = ibdata1:10M:autoextend # we keep this at around 25% of of innodb_buffer_pool_size # sensible values range from 1MB to (1/innodb_log_files_in_group*innodb_buffer_pool_size) innodb_log_file_size = 5M # this is the default, increase if you have very large transactions. innodb_log_buffer_size = 8M # this is the default, and won't hurt you. # you shouldn't need to tweak it. innodb_log_files_in_group = 2 # see the innodb config docs, the other options are not always safe innodb_flush_log_at_trx_commit = 1 innodb_lock_wait_timeout = 50 > > Thanks, > > Dud. > _______________________________________________ > 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 jra at baylink.com Tue Oct 4 11:27:28 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 4 Oct 2005 11:27:28 -0400 Subject: [rt-users] Single URL to access result from query "MyTickets" possibility In-Reply-To: <589c94400510040302v96686b0gd3af087760f2382a@mail.gmail.com>; from Ruslan Zakirov on Tue, Oct 04, 2005 at 02:02:36PM +0400 References: <434251B9.2060808@itsef.com> <589c94400510040302v96686b0gd3af087760f2382a@mail.gmail.com> Message-ID: <20051004112728.F3688@cgi.jachomes.com> On Tue, Oct 04, 2005 at 02:02:36PM +0400, Ruslan Zakirov wrote: > > I would like to be able to create an easy way for everyone to view their > > submitted tickets. > > Is there any way to realize this any easier (preferably a single URL) > I didn't use this, but think it's what you are looking for > http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches And, of course, you don't *have* to remove the current items, I wouldn't think: you could just add the new Mason elements that do the lists of saved searches to the already extant objects on the page. Me personally, I think I'd put them above the queue list on the second column. 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 listas at dud.com.br Tue Oct 4 08:29:47 2005 From: listas at dud.com.br (Roberto Dud (listas)) Date: Tue, 04 Oct 2005 12:29:47 +0000 Subject: [rt-users] Users In-Reply-To: <20051004112311.E3688@cgi.jachomes.com> References: <434194AE.60301@dud.com.br> <20051003231702.GE14862@chaka.net> <43425A63.6070001@dud.com.br> <20051004112311.E3688@cgi.jachomes.com> Message-ID: <434275BB.7000503@dud.com.br> In logs only have a LOGIN Failure.... I try to build a database again, and I have a Innob database error.... Jay R. Ashworth wrote: >On Tue, Oct 04, 2005 at 10:33:07AM +0000, Roberto Dud (listas) wrote: > > >>Don't work...How I create other users? >> >> > >If that doesn't work, then your install did not complete successfully, >by definition. You can't create any other users until you get that >fixed. Check your log files and such. > >Do you get an *error* when you try to log in that way? > >Cheers, >-- jra > > From jra at baylink.com Tue Oct 4 12:12:03 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 4 Oct 2005 12:12:03 -0400 Subject: [rt-users] Users In-Reply-To: <434275BB.7000503@dud.com.br>; from "Roberto Dud (listas)" on Tue, Oct 04, 2005 at 12:29:47PM +0000 References: <434194AE.60301@dud.com.br> <20051003231702.GE14862@chaka.net> <43425A63.6070001@dud.com.br> <20051004112311.E3688@cgi.jachomes.com> <434275BB.7000503@dud.com.br> Message-ID: <20051004121203.G3688@cgi.jachomes.com> On Tue, Oct 04, 2005 at 12:29:47PM +0000, Roberto Dud (listas) wrote: > In logs only have a LOGIN Failure.... > > I try to build a database again, and I have a Innob database error.... I don't recall specifically where you have to look, but make *certain* the version of MySQL you're using supports InnoDB type tables. Check the wiki for more on that. 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 andy at wildbrain.com Tue Oct 4 12:19:02 2005 From: andy at wildbrain.com (Andy Moran) Date: Tue, 04 Oct 2005 09:19:02 -0700 Subject: [rt-users] RTx::Shredder question Message-ID: <4342AB76.5090103@wildbrain.com> This question is probably more for Ruslan, but I thought I'd email the list in case it's something obvious. On a test system, we shredded about 25000 tickets in our Spam queue and that all went well.. took about 4 days. (I had to hack the rtx-shredder script so it wouldn't write the sqldump restore files to save on disk space). Then I disabled all 22000 spammer user accounts (we only have about 100 real accounts), and tried shredding all 22000 disabled accounts. It ran for an hour and then died with this error: [Mon Oct 3 17:34:18 2005] [crit]: couldn't find resolver for dependency 'RT::User-37898 (depends on,resolvable dependency) RT::Ticket-3612' at /usr/local/rt3/lib/RTx/Shredder/Dependency.pm line 87, line 1. (/usr/local/rt3/lib/RT.pm:295) I tried running the script again and this time i got a slightly different but similar error: [Mon Oct 3 17:43:22 2005] [crit]: couldn't find resolver for dependency 'RT::User-66 (depends on,resolvable dependency) RT::Attachment-1865' at /usr/local/rt3/lib/RTx/Shredder/Dependency.pm line 87, line 1. (/usr/local/rt3/lib/RT.pm:295) Every time after that I tried to run it, it would immediately die with the same error. So my question: Is this because the some disabled users might still own tickets? Or could it be that in shredding my spam tickets, i messed up my database somehow and now can't shred my disabled users? I'm using the CLI of version 0.02_02. Cheers! --Andy From ruslan.zakirov at gmail.com Tue Oct 4 12:44:20 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 4 Oct 2005 20:44:20 +0400 Subject: [rt-users] RTx::Shredder question In-Reply-To: <4342AB76.5090103@wildbrain.com> References: <4342AB76.5090103@wildbrain.com> Message-ID: <589c94400510040944v383bdc28i3c51dacb072ee051@mail.gmail.com> On 10/4/05, Andy Moran wrote: > > This question is probably more for Ruslan, but I thought I'd email the > list in case it's something obvious. > > > On a test system, we shredded about 25000 tickets in our Spam queue and > that all went well.. took about 4 days. (I had to hack the rtx-shredder > script so it wouldn't write the sqldump restore files to save on disk > space). > > Then I disabled all 22000 spammer user accounts (we only have about 100 > real accounts), and tried shredding all 22000 disabled accounts. It ran > for an hour and then died with this error: This error mean next: Field Creator or LastUpdatedBy of the RT::Ticket-3612 is link to the user RT::User-37898. This links are minor dependencies, but you have to resolve them with 'replace_relations' option of the Users plugin, for example sane values are nobody's id. Sorry, I must add better coverage for this, but please read below how to analize if you are in troubles or not. > > [Mon Oct 3 17:34:18 2005] [crit]: couldn't find resolver for dependency > 'RT::User-37898 (depends on,resolvable dependency) RT::Ticket-3612' at > /usr/local/rt3/lib/RTx/Shredder/Dependency.pm line 87, line 1. > (/usr/local/rt3/lib/RT.pm:295) Ok, could you check ticket #3612? Does RT show it ok? Why it has dependency on that user? Do you have sqldumps for last runs when you were deleting users? > > I tried running the script again and this time i got a slightly > different but similar error: > > [Mon Oct 3 17:43:22 2005] [crit]: couldn't find resolver for dependency > 'RT::User-66 (depends on,resolvable dependency) RT::Attachment-1865' at > /usr/local/rt3/lib/RTx/Shredder/Dependency.pm line 87, line 1. > (/usr/local/rt3/lib/RT.pm:295) > > Every time after that I tried to run it, it would immediately die with > the same error. > > So my question: Is this because the some disabled users might still > own tickets? Or could it be that in shredding my spam tickets, i > messed up my database somehow and now can't shred my disabled users? > > I'm using the CLI of version 0.02_02. > > Cheers! > > --Andy -- Best regards, Ruslan. From fmml at cedval.org Tue Oct 4 13:15:53 2005 From: fmml at cedval.org (Francois Meehan) Date: Tue, 4 Oct 2005 13:15:53 -0400 (EDT) Subject: [rt-users] Authentication against AD works but... In-Reply-To: <1128377587.3636.0.camel@tower.cole> References: <9083.206.47.191.243.1128363784.squirrel@whoami7.cedval.org> <1128376741.1540.27.camel@moola.futuresource.com> <1128377587.3636.0.camel@tower.cole> Message-ID: <27637.206.47.191.243.1128446153.squirrel@whoami7.cedval.org> Thanks Les and Phil, It is working, I didn't have to do anything about "/REST" tough... Thanks for the tips, Francois > You may also need to LocationMatch / Directory against /REST. I know I > did. > > Phil > > On Mon, 2005-10-03 at 16:59 -0500, Les Mikesell wrote: >> On Mon, 2005-10-03 at 13:23, Francois Meehan wrote: >> >> > Got the book, found the use of $WebExternalAuth and in no time we were >> > able to authenticate RT users against Active directory! Hooray. >> > >> > Only to discover that it broke the mail gateway. Is there a way to >> have >> > rt-mailgate to send a "user" and a "password", or is there another way >> to >> > deal with this? >> > >> > Tried to run the stand alone server, but it did not like the >> rt-mailgate >> > requests... >> >> You have probably configured apache to require authentication for the >> entire rt installation, and the /NoAuth directory needs to be an >> exception. Something like: >> >> >> Satisfy Any >> Allow from all >> >> >> should do it. Adjust if the location is really /rt/NoAuth in your >> installation. >> > > Random Thought: --------------- QOTD: If it's too loud, you're too old. From rtusers at memory.blank.org Tue Oct 4 13:58:25 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 4 Oct 2005 13:58:25 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <43419F38.9030608@verizon.net> References: <43419F38.9030608@verizon.net> Message-ID: <20051004175825.GC34233@blank.org> Oooh, hey, I didn't even realize that this existed! It seems to work for me, but the link it adds to ticket updates is less than completely helpful, e.g.: | Tue Oct 04 13:28:38 2005 nmehl - Reference to http://source/@6229 added | Tue Oct 04 13:28:38 2005 nmehl - Comments added | | Subversion update http://source/@6229 | | Just testing... Is the http://repo/@revision syntax supposed to hook in to SVN::Web or some other repo browser? It certainly doesn't seem to do anything with the default mod_dav_svn interface... -n ------------------------------------------------------------ "What a depressing, predictable arc. YAY LOOK AT US FLYING UP INTO THE SKY!!! HONK!!! THE TOILET. HELP!!!! HURKGLGHLGPTHGLHGLBHLGPTH **FLUSH** NEXT." (--www.leisuretown.com) http://blank.org/memory/>---------------------------------------------------- From jesse at bestpractical.com Tue Oct 4 14:03:48 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Oct 2005 14:03:48 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <20051004175825.GC34233@blank.org> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> Message-ID: <20051004180348.GS22720@bestpractical.com> On Tue, Oct 04, 2005 at 01:58:25PM -0400, Nathan J. Mehl wrote: > > Oooh, hey, I didn't even realize that this existed! > > It seems to work for me, but the link it adds to ticket updates is > less than completely helpful, e.g.: > > | Tue Oct 04 13:28:38 2005 nmehl - Reference to http://source/@6229 added > | Tue Oct 04 13:28:38 2005 nmehl - Comments added > | > | Subversion update http://source/@6229 > | > | Just testing... > > Is the http://repo/@revision syntax supposed to hook in to SVN::Web or > some other repo browser? It certainly doesn't seem to do anything > with the default mod_dav_svn interface... That's correct. In the latest RT-Integration-SVN, we have hooks for pointing to your svnweb or equivalent. > > -n > > ------------------------------------------------------------ > "What a depressing, predictable arc. YAY LOOK AT US FLYING UP INTO THE SKY!!! > HONK!!! THE TOILET. HELP!!!! HURKGLGHLGPTHGLHGLBHLGPTH **FLUSH** NEXT." > (--www.leisuretown.com) > http://blank.org/memory/>---------------------------------------------------- > _______________________________________________ > 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 rtusers at memory.blank.org Tue Oct 4 14:11:30 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 4 Oct 2005 14:11:30 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <20051004180348.GS22720@bestpractical.com> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <20051004180348.GS22720@bestpractical.com> Message-ID: <20051004181129.GE34233@blank.org> In the immortal words of Jesse Vincent (jesse at bestpractical.com): > > That's correct. In the latest RT-Integration-SVN, we have hooks for > pointing to your svnweb or equivalent. By "latest" meaning later-than-0.03? :) BTW, wouldn't it make more sense to put the RT-Foo stuff in svn metadata, specficallly the bugtraq:* elements? (Am I thinking that I can avoid having to deploy FogBugz here? Yes, yes I am. :) -n --------------------------------------------------- Just remember. Abraham Lincoln didn't die in vain. He died in Washington, D.C. ------------------------------------------- From jesse at bestpractical.com Tue Oct 4 14:26:40 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 4 Oct 2005 14:26:40 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <20051004181129.GE34233@blank.org> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <20051004180348.GS22720@bestpractical.com> <20051004181129.GE34233@blank.org> Message-ID: <20051004182640.GU22720@bestpractical.com> On Tue, Oct 04, 2005 at 02:11:30PM -0400, Nathan J. Mehl wrote: > In the immortal words of Jesse Vincent (jesse at bestpractical.com): > > > > That's correct. In the latest RT-Integration-SVN, we have hooks for > > pointing to your svnweb or equivalent. > > By "latest" meaning later-than-0.03? :) Whatever's current on CPAN _Should_ have it. > BTW, wouldn't it make more sense to put the RT-Foo stuff in svn > metadata, specficallly the bugtraq:* elements? Pointer to docs on bugtraq: svn metadata? I've never this hack. Also, I detest the spelling. > (Am I thinking that I can avoid having to deploy FogBugz here? Yes, > yes I am. :) > > -n > > --------------------------------------------------- > Just remember. Abraham Lincoln didn't die in vain. > He died in Washington, D.C. > ------------------------------------------- > _______________________________________________ > 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 rtusers at memory.blank.org Tue Oct 4 14:48:43 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 4 Oct 2005 14:48:43 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <20051004182640.GU22720@bestpractical.com> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <20051004180348.GS22720@bestpractical.com> <20051004181129.GE34233@blank.org> <20051004182640.GU22720@bestpractical.com> Message-ID: <20051004184843.GG34233@blank.org> In the immortal words of Jesse Vincent (jesse at bestpractical.com): > > Whatever's current on CPAN _Should_ have it. 0.03 is current on cpan, but the docs make no mention. UTSL, I guess? > > BTW, wouldn't it make more sense to put the RT-Foo stuff in svn > > metadata, specficallly the bugtraq:* elements? > > Pointer to docs on bugtraq: svn metadata? I've never this hack. Also, I > detest the spelling. http://tortoisesvn.tigris.org/source/browse/tortoisesvn/trunk/doc/issuetrackers.txt?rev=3982&view=markup The spelling is lame, but support for it already exists in TortoiseSVN, which is VERY handy, e.g.: http://www.fogcreek.com/FogBugz/docs/40/Articles/SourceControl/TortoiseSVN.html -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 m-liebman at northwestern.edu Tue Oct 4 14:48:53 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 4 Oct 2005 14:48:53 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <20051004182640.GU22720@bestpractical.com> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <20051004180348.GS22720@bestpractical.com> <20051004181129.GE34233@blank.org> <20051004182640.GU22720@bestpractical.com> Message-ID: <20051004184853.GA16823@SDF.LONESTAR.ORG> On Tue, Oct 04, 2005 at 02:26:40PM -0400, Jesse Vincent wrote: > On Tue, Oct 04, 2005 at 02:11:30PM -0400, Nathan J. Mehl wrote: > > BTW, wouldn't it make more sense to put the RT-Foo stuff in svn > > metadata, specficallly the bugtraq:* elements? > > Pointer to docs on bugtraq: svn metadata? I've never this hack. Also, I > detest the spelling. http://tortoisesvn.sourceforge.net/docs/release/TortoiseSVN_en/help-onepage.html#tsvn-DUG-bugtracker It's a TortoiseSVN thing. Those keywords will only help you generate a well-formed log message and then linkfy the log message. They won't do anything to help update RT with the contents of the log message. It's possible to use those keywords without any changes to RT::Integration::SVN. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From jamesd at jml.net Tue Oct 4 15:23:03 2005 From: jamesd at jml.net (James Davis) Date: Tue, 04 Oct 2005 20:23:03 +0100 Subject: [rt-users] URL to CSS and Images incorrect Message-ID: <4342D697.6000205@jml.net> I've just setup RT-3.4 on Debian with the following RT_SiteConfig.pm Set($rtname, 'support.freecharity.org.uk'); Set($Organization, 'FreeCharity.org.uk'); Set($CorrespondAddress , 'support at freecharity.org.uk'); Set($CommentAddress , 'support-comment at freecharity.org.uk'); Set($Timezone , 'Europe/London'); # obviously choose what suits you Set($DatabaseType, 'mysql'); # e.g. Pg or mysql Set($DatabaseUser , 'rtuser'); Set($DatabasePassword , '******'); Set($DatabaseName , 'rtdb'); Set($WebPath , "/"); Set($WebBaseURL , "http://support.freecharity.org.uk"); 1; and the following in Apache2's configuration for the virtual host support to redirect HTTP requests to RT. RewriteRule ^/(.*)$ /usr/share/request-tracker3.4/html/$1 However the images and CSS aren't loading properly because the HTML looks like : Links in the HTML look like http://search/Build.html etc. etc. Which setting did I get wrong? I can't work it out. Thanks, James -- http://www.freecharity.org.uk/ - Free hosting for charities http://jamesd.ukgeeks.co.uk/ From rtusers at memory.blank.org Tue Oct 4 16:09:28 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 4 Oct 2005 16:09:28 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <20051004184853.GA16823@SDF.LONESTAR.ORG> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <20051004180348.GS22720@bestpractical.com> <20051004181129.GE34233@blank.org> <20051004182640.GU22720@bestpractical.com> <20051004184853.GA16823@SDF.LONESTAR.ORG> Message-ID: <20051004200928.GI34233@blank.org> In the immortal words of Michael S. Liebman (m-liebman at northwestern.edu): > > It's possible to use those keywords without any changes to > RT::Integration::SVN. Oh, heh, sure enough: Property Value -------- ----- bugtraq:url http://rt.example.org/Ticket/Display.html?id=%BUGID% bugtraq:label Ticket Number bugtraq:message RT-Ticket: %BUGID% bugtraq:warnifnoissue yes ...works like a charm. The only limitation is that tsvn doesn't appear to support multiline bugtraq:messages, so by default any svn comments will be appended to the ticket as a comment rather than as a correspond... but that's probably trivial to change if anyone needs to. -n ------------------------------------------------------------ "It has occurred to me that if people really knew how software got written, I'm not sure if they'd give their money to a bank or get on an airplane ever again." (--Ellen Ullman) ---------------------------------------------------- From megan at bestpractical.com Tue Oct 4 16:46:10 2005 From: megan at bestpractical.com (Megan Browne) Date: Tue, 4 Oct 2005 16:46:10 -0400 Subject: [rt-users] 2006 Training Announcement Message-ID: <5DD5F0CB-D000-4E97-8A23-5B9922FCC742@bestpractical.com> As the creators of RT, Best Practical Solutions, LLC are the acknowledged leader in RT training. We provide unparalleled instruction in how to get the most out of RT. Best Practical is pleased to offer its training program with an intensive one-day developer and administrator training session taught by the developers who built RT. This comprehensive session will cover: * RT's system architecture * A guided tour of the RT source code * Extension mechanisms you can use to customize RT * How to tie RT into your existing authentication infrastructure * Bulding your own tools that talk to the RT backend * Automating common procedures * Customizing RT's workflow to match your own * How to write custom reports based on RT's data This session will be offered in: * Amsterdam, Netherlands on Monday January 9th, 2006 * Boston, Massachusetts on Monday February 6th, 2006 * San Francisco, California on Monday March 6th, 2006 Additionally, we offer private training sessions for organizations. If you would like to schedule a private training session, please drop us a line at training at bestpractical.com. Register now to reserve your seat! Space is limited. Reservations To reserve a seat, please send mail to training at bestpractical.com with the names and email addresses of all attendees. We need to receive a check, wire transfer, or purchase order two weeks prior to the class or your seat will be released. Payment Policy The cost of the class includes materials. Payment or purchase order must be received two weeks prior to the date of the class. $995 USD for classes in the U.S. $825 EURO for the class in Amsterdam. Upon receipt of your reservation we will email you an invoice. Hardcopies of your invoices will be given to you at the training session. If your company requires a hardcopy prior to that, please provide us with the contact and address and we will mail it. Cancellation Policy Two weeks prior to the start date of the class - $250 USD / $200 EURO is non-refundable. 72 hours prior to the start time of the class - entire fee is non-refundable. From j.kelly at julien.ca Tue Oct 4 18:25:27 2005 From: j.kelly at julien.ca (Jonathan Kelly) Date: Tue, 4 Oct 2005 18:25:27 -0400 Subject: [rt-users] Hide inactive users from Query Builder Message-ID: <107A0DE68F187E44AD22F5754E159B8D02042DB2@mercure.julien.ca> Hi, I'm using RT 3.4.4. Is it possible to hide inactive users from Query Builder fields? I realize deleting users is asking for a world of pain but I'd really like to hide inactive users as much as possible. Thanks! - Jonathan Kelly - -------------------- Ce courrier ?lectronique est confidentiel, peut ?tre prot?g? par le secret professionnel et est ? l'usage exclusif du destinataire ci-dessus. Toute autre personne est par les pr?sentes avis?e qu'il lui est strictement interdit de le diffuser, le distribuer ou le reproduire. Si le destinataire ne peut ?tre joint ou vous est inconnu, veuillez nous en informer sur-le-champ par t?l?phone au 1-800-461-3377 et d?truire ce message et toute copie de celui-ci. Merci. -------------------- This e-mail message is confidential, may be privileged and is intended for the exclusive use of the addressee. Any other person is strictly prohibited from disclosing, distributing or reproducing it. If the addressee cannot be reached or is unknown to you, please inform us immediately by telephone at 1-800-461-3377 and delete this e-mail message and destroy all copies. Thank you. From vance.vagell at audiumcorp.com Tue Oct 4 18:47:58 2005 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Tue, 04 Oct 2005 18:47:58 -0400 Subject: [rt-users] Name of the requestor's groups Message-ID: <1128466078.14988.28.camel@rhodium.audiumcorp.com> Hi all, I am ever-so-close to finishing a scrip, but there is one sticking point. How can I find the NAME (not id, object, etc.) of each group that the requestor is a member of? I cannot find an example of this. Thanks again, Vance From dkettmann at netlogic.net Tue Oct 4 18:48:00 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Tue, 4 Oct 2005 17:48:00 -0500 Subject: [rt-users] RTFM -- Max field length for WikiTextSingle Message-ID: All, Is there a setting to set the max length of a WikiTextSingle field? If not, what is the max length? Any help is appreciated. Thanks, Dave Kettmann NetLogic 314-266-4000 From susanr at frontline.com.au Tue Oct 4 18:41:53 2005 From: susanr at frontline.com.au (Susan Roy) Date: Wed, 5 Oct 2005 08:41:53 +1000 Subject: [rt-users] Single URL to access result from query "MyTickets"possibility Message-ID: <20094D72FC016F42A70FBF9F7A1632B63B3523@fitexg01.FRONTLINE.aus> Peter, Have you considered using the Self Service features? TO ALL: is this available on 3.2.2...? I'm not familiar with all releases, but I think this is what Peter is looking for. Regards, Susan -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Peter van Swieten Sent: Tuesday, 4 October 2005 7:56 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Single URL to access result from query "MyTickets"possibility Dear fellow RT users, I have got RT 3.2.2 running on FreeBSD. I have a question: All my users are internal and have access to RT through the Web interface. I would like to be able to create an easy way for everyone to view their submitted tickets. The shortest I have been able to come up with is: - Click Tickets - select a query ('My Tickets') - click load - click search Is there any way to realize this any easier (preferably a single URL) I highly appreciate your input Regards, PvS _______________________________________________ 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 Tue Oct 4 18:59:35 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 04 Oct 2005 15:59:35 -0700 Subject: [rt-users] Name of the requestor's groups In-Reply-To: <1128466078.14988.28.camel@rhodium.audiumcorp.com> References: <1128466078.14988.28.camel@rhodium.audiumcorp.com> Message-ID: <43430957.4000601@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 /Elements/ShowMembers does this. It isn't pretty, but then you probably only care about UserDefined Groups so that would be easier. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Vance Vagell wrote: > Hi all, > > I am ever-so-close to finishing a scrip, but there is one sticking > point. How can I find the NAME (not id, object, etc.) of each group > that the requestor is a member of? I cannot find an example of this. > > Thanks again, > Vance > _______________________________________________ > 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDQwlXgA0gpghkf88RAulBAKCpAFCImjbFHnDzTsQ960mnwJEIEACfe11c b6Q7wJFhNickUwkfujg6TOs= =l/2R -----END PGP SIGNATURE----- From mbochynski at audiumcorp.com Tue Oct 4 19:04:42 2005 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Tue, 04 Oct 2005 19:04:42 -0400 Subject: [rt-users] Name of the requestor's groups In-Reply-To: <1128466078.14988.28.camel@rhodium.audiumcorp.com> References: <1128466078.14988.28.camel@rhodium.audiumcorp.com> Message-ID: <1128467082.29865.38.camel@europium.audiumcorp.com> Vance, Have a look at sample code from Groups_Overlay (perldoc Groups_Overlay.pm): use RT::Groups; my $groups = $RT::Groups->new($CurrentUser); $groups->LimitToReal(); while (my $group = $groups->Next()) { print $group->Id ." is a group id\n"; } Would it help you? Michael On Tue, 2005-10-04 at 18:47 -0400, Vance Vagell wrote: > Hi all, > > I am ever-so-close to finishing a scrip, but there is one sticking > point. How can I find the NAME (not id, object, etc.) of each group > that the requestor is a member of? I cannot find an example of this. > > Thanks again, > Vance > _______________________________________________ > 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 mike at uniserve.com Tue Oct 4 19:05:07 2005 From: mike at uniserve.com (Mike Pultz) Date: Tue, 4 Oct 2005 16:05:07 -0700 Subject: [rt-users] Convert From rt2 to rt3 Message-ID: <01dc01c5c938$1034e260$d5a1f4cc@uniservedev> Hello, I'm having a lot of problems converting my rt2 install to rt3- when I run rt-2.0-to-dumpfile, the metadata file it spits out, lists all my users as: --snip-- 'User' => [ { 'id' => '49866' }, { 'id' => '254193' }, { 'id' => '421389' }, { 'id' => '56689' }, { 'id' => '57720' }, { 'id' => '214' }, etc, etc. --snip-- and then when I import them, I receive the error: --snip-- uCreating user Unnamed user 405788 .[Tue Oct 4 22:47:43 2005] [err]: Couldn't load from the users database. (/usr/local/rt3/lib/RT/CurrentUser.pm:146) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 405788' }; uCreating user Unnamed user 10438 .[Tue Oct 4 22:47:43 2005] [err]: Couldn't load from the users database. (/usr/local/rt3/lib/RT/CurrentUser.pm:146) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 10438' }; --snip-- I'm attempting to convert from rt2.0.12/mysql to rt-3.4.4/postgresql Is there something obvious I'm missing? Any help would be appreciated. Thanks, Mike mike at uniserve.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From fjc at wossname.apana.org.au Tue Oct 4 20:31:50 2005 From: fjc at wossname.apana.org.au (Frank Copeland) Date: Wed, 5 Oct 2005 10:31:50 +1000 Subject: [rt-users] Convert From rt2 to rt3 In-Reply-To: <01dc01c5c938$1034e260$d5a1f4cc@uniservedev> References: <01dc01c5c938$1034e260$d5a1f4cc@uniservedev> Message-ID: <20051005003150.GA30598@thingy.apana.org.au> On Tue, Oct 04, 2005 at 04:05:07PM -0700, Mike Pultz wrote: > Hello, > > I'm having a lot of problems converting my rt2 install to rt3- when I run rt-2.0-to-dumpfile, the > metadata file it spits out, lists all my users as: > > --snip-- > > 'User' => [ > { > 'id' => '49866' > }, > { > 'id' => '254193' > }, > { > 'id' => '421389' > }, > { > 'id' => '56689' > }, > { > 'id' => '57720' > }, > { > 'id' => '214' > }, > > etc, etc. > > --snip-- Just had the same thing happen. The problem was that the installed version of DBI::SearchBuilder (1.26, Debian sarge) wasn't compatible with RT 2.0.x. I downgraded the module to 0.48 (Debian woody) and ran the dump again. Frank Copeland -- Never trust an operating system you don't have sources for. ;-) -- Unknown source From fjc at wossname.apana.org.au Tue Oct 4 20:31:58 2005 From: fjc at wossname.apana.org.au (Frank Copeland) Date: Wed, 5 Oct 2005 10:31:58 +1000 Subject: [rt-users] Another RT2 to RT3 conversion Message-ID: <20051005003158.GB30598@thingy.apana.org.au> I've just performed a much-overdue upgrade from 2.0.x (Debian woody) to 3.0.12 (Debian sarge). I've been through the usual trials: * Had to downgrade DBI::SearchBuilder to successfully export the old database. * Had to set client_encoding (Postgres) to successfully import it again (old database was SQL_ASCII, new database is UNICODE). * Reset the sequence counters on the database. I've now got RT3 to the point where it can browse the old database but can't modify it. When I try to create a new ticket, either using rt-mailgate or the web interface, it sends an autoreply claiming the ticket has been created but the ticket doesn't appear in the database. The web server is then unable to process any other RT requests, clicking a link just results in the browser sitting waiting for a response. At that point I see a postgres client connected to the database waiting for a transaction to complete. Restarting the web server kills the postgres client and allows access to RT again. I'm fairly sure the import of the old database was successful although there were some errors reported at the end: --- 8< --- Importing links lllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllllll Could not create scrip: On Owner Change Notify Old Owner with template Steal in queue #0 - may be due to a non-standard template, condition or action Could not create scrip: On Owner Change Notify Owner As Comment with template Give in queue #0 - may be due to a non-standard template, condition or action Couldn't create link from fsck.com-rt:/ticket/1551 to fsck.com-rt:/ticket/1521 Couldn't create link from fsck.com-rt:/ticket/1949 to fsck.com-rt:/ticket/1937 --- 8< --- Frank Copeland -- Drinking makes such fools of people, and people are such fools to begin with, that it's compounding a felony. -- Robert Benchley From joby at u.washington.edu Tue Oct 4 21:04:49 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 04 Oct 2005 18:04:49 -0700 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <4342963D.5000508@pipex.net> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> Message-ID: <434326B1.2080004@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I have no idea how this could impact things but... I just installed the RT-OnlineDocs and to support it added Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This caused the exact same issues as Jim and Roy. When I backed out those two packages, everything seems fine. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Roy El-Hames wrote: > Glad to see Ruslan as helpful a ever .. > I get the same error in Querybuilder, not neccessary loading a saved > search but when I when applying advanced search or adding a column to > results , sometimes it correct it and other user just have to kill the > browser and start again ..it happens with both IE and firefox .. > The system is RT-3.4.4 , remost host mysql > 4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 > > I mentioned it twice before and just thought I'll mention it again , is > rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very > smoothly, now we having to restart mysql twice to 3 times a day .. > > Roy > > Ruslan Zakirov wrote: > >> On 10/3/05, Jim Rice wrote: >> >> >>> On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: >>> >>> >>>> On 10/3/05, Jim Rice wrote: >>>> >>>> >>>>> I've seen similar postings in the archives, but no solution. >>>>> >>>>> New installation, nothing custom (yet), only one saved search. >>>>> >>>> >>>> SavedSearch is the reason of error. >>>> >>>> >>>>>> From Home page, click on Tickets and get: >>>>> >>>>> >>>>> error: RT::Attribute::Name Unimplemented in RT::Attributes. >>>>> (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) >>>>> >>>>> context: >>>>> ... >>>>> 492: else { >>>>> 493: my ( $package, $filename, $line ); >>>>> 494: ( $package, $filename, $line ) = caller; >>>>> 495: >>>>> 496: die "$AUTOLOAD Unimplemented in $package. ($filename line >>>>> $line) >>>>> \n"; >>>>> 497: } >>>>> >>> >>> >>> >>> I thought it might be, but would you care to elaborate? >>> >>> Is it a bug? Is there a fix? Was it something I said? >>> >> >> As far as I understand you use >> http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches >> that is external contribution, if you read that page you'll see your >> error there. >> >> I think Stephen may know about error more, Stephen? >> >> >> >>> Thanks! >>> >>> -- >>> Jim Rice >>> by Design Publishing >>> 11626 N. Tracey Road >>> Hayden, Idaho 83835 >>> >>> >> >> >> -- >> 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID +epbV4/9fifww/OOi74hLbk= =Egn3 -----END PGP SIGNATURE----- From tyler.shen at vicscouts.asn.au Tue Oct 4 21:06:00 2005 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Wed, 05 Oct 2005 11:06:00 +1000 Subject: [rt-users] NEW TICKET HIGHLIGHT Message-ID: <1128474360.15248.134.camel@network-2.intranet.vicscouts.asn.au> Hi all, I wonder if there is any way to somehow highlight the updated tickets? It will be great if RT can function like outlook to highlight the unread or updated tickets. Thanks! -- Best Regards, Shen, Tyler Extranet Service Delivery Team Scouts Australia Victorian Branch Phone : 03 8543 9816 Facsimile : 03 8543 9840 E-mail : tyler.shen at vicscouts.asn.au Website : www.vicscouts.asn.au/supportteam/#tyler The Extranet Service Delivery Team consists of volunteer IT students and Team Leaders who appreciate the opportunity to learn and are delighted to provide you with seven days a week service. *** This email (including all attachments) contains confidential information, which may be privileged. It is intended solely for the identified recipient(s) to whom it is addressed. If you are not an intended recipient, please notify Scouts Extranet Service Team immediately and delete this message from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the company. You may not copy or use it for any purpose, or otherwise disclose its contents to any person. *** From tim at ccc.de Wed Oct 5 00:00:51 2005 From: tim at ccc.de (Tim Pritlove) Date: Wed, 5 Oct 2005 06:00:51 +0200 Subject: [rt-users] Failed mail delivery when web server is not running Message-ID: <9E2960EA-A949-43F2-A53D-A308E0A54F8E@ccc.de> Hi, we recently needed shut our web server down for two days effectively taking our RT 3.0.11 installation offline. But the system was still installed and we expected it to still receive mail locally via postfix. postfix delivers each e-mail using the rt-mailgate program. What we didn't know was that rt-mailgate obviously expects the web service to be running as it contacts the RT system for permissions and other information before delivering the message to a particular queue. As the web server wasn't running, the delivery failed. This is already strange as I would have expected delivery to be totally independent from the running web server using a local binding to the database and do proper checking based on its contents. But it got worse: when the connection to the mail server fails and produces errors, this error condition is not signaled back to the MTA (in this case: postfix). The MTA thinks the e-mail has been delivered the message by rt-mailgate properly (which it didn't) and erases the message from its queues. Result: we lost 2 days of incoming messages. My questions: - did we understand how RT works here correctly? - if yes, is there an option for webserver-less delivery? - why does the rt-mailgate process not produce proper errors to postfix? During re-installation we moved to RT 3.2 (3.4 did not install properly due to various depency problems and other weird errors). Does 3.2 or 3.4 address any of the above mentioned problems? Maybe we're wrong with our assumptions. But if we're right, we consider this behaviour to be really dangerous as any webserver- downtime would potentially lose messages at any time. Greetings Tim -- Tim Pritlove, Discordian Evangelist Project Blinkenlights ------ "Sure it corrupts your files, but look how fast it is!" -------------- 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 les at futuresource.com Wed Oct 5 00:50:46 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 04 Oct 2005 23:50:46 -0500 Subject: [rt-users] Failed mail delivery when web server is not running In-Reply-To: <9E2960EA-A949-43F2-A53D-A308E0A54F8E@ccc.de> References: <9E2960EA-A949-43F2-A53D-A308E0A54F8E@ccc.de> Message-ID: <1128487845.22872.19.camel@les-home.futuresource.com> On Tue, 2005-10-04 at 23:00, Tim Pritlove wrote: > What we didn't know was that rt-mailgate obviously expects the web > service to be running as it contacts the RT system for permissions > and other information before delivering the message to a particular > queue. As the web server wasn't running, the delivery failed. > > This is already strange as I would have expected delivery to be > totally independent from the running web server using a local binding > to the database and do proper checking based on its contents. Posting to the web interface is actually an advantage since the mail gateway doesn't have to run on the same machine or have the database client installed. > But it got worse: when the connection to the mail server fails and > produces errors, this error condition is not signaled back to the MTA > (in this case: postfix). The MTA thinks the e-mail has been delivered > the message by rt-mailgate properly (which it didn't) and erases the > message from its queues. > > Result: we lost 2 days of incoming messages. > > My questions: > > - did we understand how RT works here correctly? > - if yes, is there an option for webserver-less delivery? > - why does the rt-mailgate process not produce proper errors to postfix? A failed delivery should generate an error number 75 which sendmail considers a temporary failure for local deliveries and will retry. Postfix should observe the same convention. -- Les Mikesell les at futuresource.com From Joerg.Ungermann at web.de Wed Oct 5 08:12:03 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Wed, 05 Oct 2005 14:12:03 +0200 Subject: [rt-users] RT Online Docs 0.0.2 - Installation Message-ID: <813247267@web.de> I have tried to install Rt Online Docs. by starting perl Makefile.pl i receive a warning that POD::SIMPLE:HTML is not present. As a rsult the extension does not work. How can this be fixed? What is POD::SIMPLE:HTML ? Thanks Joerg ______________________________________________________________ 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 Wed Oct 5 08:50:20 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Oct 2005 08:50:20 -0400 Subject: [rt-users] RT Online Docs 0.0.2 - Installation In-Reply-To: <813247267@web.de> References: <813247267@web.de> Message-ID: <20051005125020.GG14862@chaka.net> On Wed, Oct 05, 2005 at 02:12:03PM +0200, J?rg Ungermann wrote: > > I have tried to install Rt Online Docs. > > by starting perl Makefile.pl > > i receive a warning that POD::SIMPLE:HTML is not present. > > As a rsult the extension does not work. > > How can this be fixed? What is POD::SIMPLE:HTML ? > It's a perl module. Download it from CPAN and install it. -Todd From todd at chaka.net Wed Oct 5 08:53:02 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Oct 2005 08:53:02 -0400 Subject: [rt-users] Failed mail delivery when web server is not running In-Reply-To: <9E2960EA-A949-43F2-A53D-A308E0A54F8E@ccc.de> References: <9E2960EA-A949-43F2-A53D-A308E0A54F8E@ccc.de> Message-ID: <20051005125302.GH14862@chaka.net> The mail gateway is a simple script which contacts RT's REST interface for communication with the back end API. Depending on you rate of incoming tickets, you could use the standalone web server that comes with RT and configure it so that only the REST directory is available. -Todd From todd at chaka.net Wed Oct 5 08:55:05 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Oct 2005 08:55:05 -0400 Subject: [rt-users] Failed mail delivery when web server is not running In-Reply-To: <9E2960EA-A949-43F2-A53D-A308E0A54F8E@ccc.de> References: <9E2960EA-A949-43F2-A53D-A308E0A54F8E@ccc.de> Message-ID: <20051005125505.GI14862@chaka.net> BTW, I don't know why you didn't get proper error messages from rt-mailgate. -Todd From todd at chaka.net Wed Oct 5 08:59:30 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 5 Oct 2005 08:59:30 -0400 Subject: [rt-users] Hide inactive users from Query Builder In-Reply-To: <107A0DE68F187E44AD22F5754E159B8D02042DB2@mercure.julien.ca> References: <107A0DE68F187E44AD22F5754E159B8D02042DB2@mercure.julien.ca> Message-ID: <20051005125930.GK14862@chaka.net> On Tue, Oct 04, 2005 at 06:25:27PM -0400, Jonathan Kelly wrote: > Hi, > > I'm using RT 3.4.4. > > Is it possible to hide inactive users from Query Builder fields? I > realize deleting users is asking for a world of pain but I'd really like > to hide inactive users as much as possible. > I think you are referring to the owner field? There are 2 ways to get what you want that I can think of: 1. You can change the interface to only list users who are not disabled. 2. You could change the field from a drop-down to a freeform text field. -Todd From j.kelly at julien.ca Wed Oct 5 12:34:44 2005 From: j.kelly at julien.ca (Jonathan Kelly) Date: Wed, 5 Oct 2005 12:34:44 -0400 Subject: [rt-users] RT for CRM? Message-ID: <107A0DE68F187E44AD22F5754E159B8D02042DC0@mercure.julien.ca> Hello, In one of the chapters of the fine RT Essentials book*, there's mention of RT in a CRM-type context. We're currently using RT for customer support and I hear rumblings of a CRM project in the next few months. This got me wondering: what would be missing in RT for it to act as a "Customer Tracker" as well as a request tracker? A CRM-enabled RT would introduce the concept of "Account" management which would allow to link tickets to Accounts and link users to Accounts (which would be contacts). The account contains the usual company info (address, industry, etc). I believe the rest of the CRM features (activities, leads, opportunities, etc.) could be managed through ticket queues and custom fields. A nice bonus, though, would be to have the classic "full customer view" screen where you can see the contact info and a summary of all his open tickets. What do you guys think? Any success stories or caveats of using RT to do CRM? Regards, - Jonathan Kelly - *(every time you use RT while not owning this book God kills a kitten). -------------------- Ce courrier ?lectronique est confidentiel, peut ?tre prot?g? par le secret professionnel et est ? l'usage exclusif du destinataire ci-dessus. Toute autre personne est par les pr?sentes avis?e qu'il lui est strictement interdit de le diffuser, le distribuer ou le reproduire. Si le destinataire ne peut ?tre joint ou vous est inconnu, veuillez nous en informer sur-le-champ par t?l?phone au 1-800-461-3377 et d?truire ce message et toute copie de celui-ci. Merci. -------------------- This e-mail message is confidential, may be privileged and is intended for the exclusive use of the addressee. Any other person is strictly prohibited from disclosing, distributing or reproducing it. If the addressee cannot be reached or is unknown to you, please inform us immediately by telephone at 1-800-461-3377 and delete this e-mail message and destroy all copies. Thank you. From jra at baylink.com Wed Oct 5 12:39:21 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 5 Oct 2005 12:39:21 -0400 Subject: [rt-users] RT for CRM? In-Reply-To: <107A0DE68F187E44AD22F5754E159B8D02042DC0@mercure.julien.ca>; from Jonathan Kelly on Wed, Oct 05, 2005 at 12:34:44PM -0400 References: <107A0DE68F187E44AD22F5754E159B8D02042DC0@mercure.julien.ca> Message-ID: <20051005123921.C1143@cgi.jachomes.com> On Wed, Oct 05, 2005 at 12:34:44PM -0400, Jonathan Kelly wrote: > In one of the chapters of the fine RT Essentials book*, there's mention > of RT in a CRM-type context. We're currently using RT for customer > support and I hear rumblings of a CRM project in the next few months. > This got me wondering: what would be missing in RT for it to act as a > "Customer Tracker" as well as a request tracker? > > A CRM-enabled RT would introduce the concept of "Account" management > which would allow to link tickets to Accounts and link users to Accounts > (which would be contacts). The account contains the usual company info > (address, industry, etc). > > I believe the rest of the CRM features (activities, leads, > opportunities, etc.) could be managed through ticket queues and custom > fields. A nice bonus, though, would be to have the classic "full > customer view" screen where you can see the contact info and a summary > of all his open tickets. > > What do you guys think? Any success stories or caveats of using RT to do > CRM? I think I'd *love* to see RT go that direction, since, being in the consulting business, that's the sort of thing I need, and I have to sort of kludge it into RT3 with custom fields, and the like, as it sits. One potential, but fundamental, problem I see with that is that to do CRM (my idea of) right, you need to be able to track *all* calls, whether there is a customer yet for the person calling, and whether they are attached to (or result in) a ticket being opened *or not*. I don't see a good way to do that, given RT's current architecture. And it would be a pretty low-level change to the way RT thinks. I'll be interested to see what kind of responses you get to this. 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 btmanmeh at verizon.net Wed Oct 5 13:16:28 2005 From: btmanmeh at verizon.net (Max) Date: Wed, 05 Oct 2005 13:16:28 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <20051004175825.GC34233@blank.org> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> Message-ID: <43440A6C.5060002@verizon.net> Nathan J. Mehl wrote: > Oooh, hey, I didn't even realize that this existed! > > It seems to work for me, but the link it adds to ticket updates is > less than completely helpful, e.g.: > > | Tue Oct 04 13:28:38 2005 nmehl - Reference to http://source/@6229 added > | Tue Oct 04 13:28:38 2005 nmehl - Comments added > | > | Subversion update http://source/@6229 > | > | Just testing... > > Is the http://repo/@revision syntax supposed to hook in to SVN::Web or > some other repo browser? It certainly doesn't seem to do anything > with the default mod_dav_svn interface... Did you just create an RT user within RT? I'm confused as to what I'm doing differently than everyone else. Max From dkettmann at netlogic.net Wed Oct 5 13:30:08 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Wed, 5 Oct 2005 12:30:08 -0500 Subject: [rt-users] RT for CRM? Message-ID: > -----Original Message----- > From: Jonathan Kelly [mailto:j.kelly at julien.ca] > Sent: Wednesday, October 05, 2005 11:35 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] RT for CRM? > > > Hello, > > > In one of the chapters of the fine RT Essentials book*, > there's mention > of RT in a CRM-type context. We're currently using RT for customer > support and I hear rumblings of a CRM project in the next few months. > This got me wondering: what would be missing in RT for it to act as a > "Customer Tracker" as well as a request tracker? > > A CRM-enabled RT would introduce the concept of "Account" management > which would allow to link tickets to Accounts and link users > to Accounts > (which would be contacts). The account contains the usual company info > (address, industry, etc). > > I believe the rest of the CRM features (activities, leads, > opportunities, etc.) could be managed through ticket queues and custom > fields. A nice bonus, though, would be to have the classic "full > customer view" screen where you can see the contact info and a summary > of all his open tickets. > > What do you guys think? Any success stories or caveats of > using RT to do > CRM? I work for an ISP and we use RT to track our trouble tickets, but we also use AT (Asset Tracker) to keep track of our customers. We have an Asset Type of Customers that is used to keep track of each customer/site we cover. Under the Asset Type, we have an Asset that has a list of custom fields (Address, phone number, fax, etc) that we use to keep that info handy and you can create a ticket on an asset so if you look up an asset, you can see what tickets are opened on it. Also, each ticket is linked to the Asset so you can go back and see if any other issues are pending or do whatever else you might need to do. I'd be happy to give you some other ideas that we have in place if you are interested. > > > Regards, > > - > Jonathan Kelly > - > *(every time you use RT while not owning this book God kills > a kitten). > -------------------- > > Ce courrier ?lectronique est confidentiel, peut ?tre prot?g? > par le secret professionnel et est ? l'usage exclusif du > destinataire ci-dessus. Toute autre personne est par les > pr?sentes avis?e qu'il lui est strictement interdit de le > diffuser, le distribuer ou le reproduire. Si le destinataire > ne peut ?tre joint ou vous est inconnu, veuillez nous en > informer sur-le-champ par t?l?phone au 1-800-461-3377 et > d?truire ce message et toute copie de celui-ci. Merci. > > -------------------- > > This e-mail message is confidential, may be privileged and is > intended for the exclusive use of the addressee. Any other > person is strictly prohibited from disclosing, distributing > or reproducing it. If the addressee cannot be reached or is > unknown to you, please inform us immediately by telephone at > 1-800-461-3377 and delete this e-mail message and destroy all > copies. Thank you. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Dave Kettmann NetLogic 314-266-4000 From weqaar at yahoo.com Wed Oct 5 14:44:35 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 5 Oct 2005 11:44:35 -0700 (PDT) Subject: [rt-users] How to get CurrentUser's GroupId? Message-ID: <20051005184436.44681.qmail@web54409.mail.yahoo.com> Hi All - I have a page /Elements/GrpRequests that should show the tickets requested by all the members of CurrentUser's Group, I have this piece of code in it but it doesn't work, pls help!: my $UserObj = new RT::User($session{'CurrentUser'}); my $rows = 50; my $Query; my $QueryString = ""; my $GroupMembers = RT::GroupMembers->new($session{'CurrentUser'}); my $Group = RT::Group->new($session{'CurrentUser'}); $GroupMembers->Limit( FIELD => 'MemberId', VALUE => $UserObj->Id ); while ( my $GroupMember = $GroupMembers->Next ) { $Group->Load($GroupMember->GroupId); } $Query = "RequestorGroup = '".$Group."' AND ( Status = 'new' OR Status = 'open')"; $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); Thanks, Weq ______________________________________________________ Yahoo! for Good Donate to the Hurricane Katrina relief effort. http://store.yahoo.com/redcross-donate3/ From mike at uniserve.com Wed Oct 5 14:47:35 2005 From: mike at uniserve.com (Mike Pultz) Date: Wed, 5 Oct 2005 11:47:35 -0700 Subject: [rt-users] Convert From rt2 to rt3 References: <01dc01c5c938$1034e260$d5a1f4cc@uniservedev> <20051005003150.GA30598@thingy.apana.org.au> Message-ID: <032701c5c9dd$4071ea90$d5a1f4cc@uniservedev> > Just had the same thing happen. The problem was that the installed version > of DBI::SearchBuilder (1.26, Debian sarge) wasn't compatible with RT 2.0.x. > I downgraded the module to 0.48 (Debian woody) and ran the dump again. Awesome- well- that got me past the export problem- now, when I import into rt3 (after re-installing a newer verison of SearchBuilder), I get the following error messages: --snip-- uCreating user BAmL32 .[Wed Oct 5 18:02:52 2005] [err]: Couldn't load from the users database. (/usr/local/rt3/lib/RT/CurrentUser.pm:146) Failed to create user for$VAR1 = { 'Comments' => 'Autocreated on ticket submission', 'RealName' => 'BAmL32', 'Creator' => '1', 'EmailAddress' => 'BAmL32', 'LastUpdatedBy' => '1', 'Created' => '2003-09-24 08:05:09', 'Name' => 'BAmL32', 'LastUpdated' => '2003-09-24 08:05:09' }; uCreating user BL .[Wed Oct 5 18:02:52 2005] [err]: Couldn't load from the users database. (/usr/local/rt3/lib/RT/CurrentUser.pm:146) Failed to create user for$VAR1 = { 'Comments' => 'Autocreated on ticket submission', 'RealName' => 'BL', 'Creator' => '1', 'EmailAddress' => 'BL', 'LastUpdatedBy' => '1', 'Created' => '2003-09-27 02:06:06', 'Name' => 'BL', 'LastUpdated' => '2003-09-27 02:06:06' }; etc, etc --snip-- Any thoughts on why it's failing to create the user? Thanks, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbailey at freewayprojects.com Wed Oct 5 13:46:37 2005 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Wed, 05 Oct 2005 18:46:37 +0100 Subject: [rt-users] RTFM -- Max field length for WikiTextSingle In-Reply-To: References: Message-ID: <4344117D.9030200@freewayprojects.com> hi, i seem to have a problem when trying to cc people RE tickets. if i manually type in the email address into the cc field it works fine. but if i add them as a person to the cc list adn then comment on a ticket the email does not seem to get sent. any ideas? thanks kevin bailey From jra at baylink.com Wed Oct 5 16:13:54 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 5 Oct 2005 16:13:54 -0400 Subject: [rt-users] RTFM -- Max field length for WikiTextSingle In-Reply-To: <4344117D.9030200@freewayprojects.com>; from Kevin Bailey on Wed, Oct 05, 2005 at 06:46:37PM +0100 References: <4344117D.9030200@freewayprojects.com> Message-ID: <20051005161354.A23854@cgi.jachomes.com> On Wed, Oct 05, 2005 at 06:46:37PM +0100, Kevin Bailey wrote: > i seem to have a problem when trying to cc people RE tickets. > > if i manually type in the email address into the cc field it works > fine. but if i add them as a person to the cc list adn then comment on > a ticket the email does not seem to get sent. Correct. Comment's only go to AdminCC's; only *replies* go to addresses on the CC list. The lists operate differently from the "one-time-only" fields on the header of the transaction page. Those fields will mail both Comments and Replies to whomever you enter, but don't affect the lists. Cheers, -- jr 'unless I misread something' a -- 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 kbailey at freewayprojects.com Wed Oct 5 16:14:38 2005 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Wed, 05 Oct 2005 21:14:38 +0100 Subject: [rt-users] problem when trying to cc people RE tickets Message-ID: <4344342E.5000108@freewayprojects.com> hi, i seem to have a problem when trying to cc people RE tickets. if i manually type in the email address into the cc field it works fine. but if i add them as a person to the cc list and then comment on a ticket the email does not seem to get sent. any ideas? thanks kevin bailey From AHKAPLAN at PARTNERS.ORG Wed Oct 5 16:17:12 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Wed, 5 Oct 2005 16:17:12 -0400 Subject: [rt-users] rt-remind and rt-escalate Message-ID: <9C63A4713C4E3342B90428CE44806A73EC3800@PHSXMB5.partners.org> Has anyone had success in getting the scripts rt-remind and rt-escalate to work? I have a Fedora Core 3 system running and have not been able to get either to work. The error messages that I am seeing in the /var/log/messages file are the following: Oct 5 16:09:18 rohelpdesk RT: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 868. (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '))' at line 1 at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: RT::Handle=HASH(0x9d6bc28) couldn't execute the query 'SELECT count(main.id) FROM GroupMembers main WHERE ((main.GroupId = )) ' at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9d6bc28)', 'SELECT count(main.id) FROM GroupMembers main WHERE ((main.G...') called at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 243 DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0xa569090)') called at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 1333 DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0xa569090)') called at ./rt-remind line 195 RT::getGroupMemberAddresses('Helpdesk-owners') called at ./rt-remind line 231 RT::getContacts('RT::Ticket=HASH(0xa56b28c)', 'RT::User=HASH(0xa5634e8)', 'Helpdesk') called at ./rt-remind line 171 (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: Use of uninitialized value in numeric ne (!=) at ./rt-remind line 195. (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 868. (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '))' at line 1 at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: RT::Handle=HASH(0x9d6bc28) couldn't execute the query 'SELECT count(main.id) FROM GroupMembers main WHERE ((main.GroupId = )) ' at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9d6bc28)', 'SELECT count(main.id) FROM GroupMembers main WHERE ((main.G...') called at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 243 DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0xa57ce74)') called at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 1333 DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0xa57ce74)') called at ./rt-remind line 195 RT::getGroupMemberAddresses('Helpdesk-owners') called at ./rt-remind line 231 RT::getContacts('RT::Ticket=HASH(0xa576e98)', 'RT::User=HASH(0xa5634e8)', 'Helpdesk') called at ./rt-remind line 171 (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: Use of uninitialized value in numeric ne (!=) at ./rt-remind line 195. (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 868. (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: DBD::mysql::st execute failed: You have an error in your SQL syntax; check the manual that corresponds to your MySQL server version for the right syntax to use near '))' at line 1 at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 493. (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: RT::Handle=HASH(0x9d6bc28) couldn't execute the query 'SELECT count(main.id) FROM GroupMembers main WHERE ((main.GroupId = )) ' at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 506 DBIx::SearchBuilder::Handle::SimpleQuery('RT::Handle=HASH(0x9d6bc28)', 'SELECT count(main.id) FROM GroupMembers main WHERE ((main.G...') called at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 243 DBIx::SearchBuilder::_DoCount('RT::GroupMembers=HASH(0xa58edfc)') called at /usr/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder.pm line 1333 DBIx::SearchBuilder::Count('RT::GroupMembers=HASH(0xa58edfc)') called at ./rt-remind line 195 RT::getGroupMemberAddresses('Helpdesk-owners') called at ./rt-remind line 231 RT::getContacts('RT::Ticket=HASH(0xa576c7c)', 'RT::User=HASH(0xa5634e8)', 'Helpdesk') called at ./rt-remind line 171 (/opt/rt3/lib/RT.pm:287) Oct 5 16:09:18 rohelpdesk RT: Use of uninitialized value in numeric ne (!=) at ./rt-remind line 195. (/opt/rt3/lib/RT.pm:287) Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rbowen at asbury.edu Wed Oct 5 16:05:43 2005 From: rbowen at asbury.edu (Rich Bowen) Date: Wed, 05 Oct 2005 16:05:43 -0400 Subject: [rt-users] Anonymous access to RTFM Message-ID: <43443217.7000006@asbury.edu> We're trying to set up RTFM, but want the FAQs to be available to un-authed persons. While I'm sure this is simple, I'm coming up blank. Can someone point me at the right FAQ? Thanks. -- Rich Bowen, '92 Web Database Programmer rbowen at asbury.edu From joby at u.washington.edu Wed Oct 5 16:27:59 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 05 Oct 2005 13:27:59 -0700 Subject: [rt-users] problem when trying to cc people RE tickets In-Reply-To: <4344342E.5000108@freewayprojects.com> References: <4344342E.5000108@freewayprojects.com> Message-ID: <4344374F.7030406@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Check your scrips. IIRC, the default scrips do not send comments to the Cc Watchers. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Kevin Bailey wrote: > hi, > > i seem to have a problem when trying to cc people RE tickets. > > if i manually type in the email address into the cc field it works > fine. but if i add them as a person to the cc list and then comment on > a ticket the email does not seem to get sent. > > any ideas? > > thanks > > kevin bailey > _______________________________________________ > 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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD4DBQFDRDdPgA0gpghkf88RAvyjAJjwbBN2xbzWAepyU+8D/LNV0UvRAKDEuSaz oV2qLi4qgvOnr6g4MWAkuA== =35Cw -----END PGP SIGNATURE----- From kbailey at freewayprojects.com Wed Oct 5 16:34:55 2005 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Wed, 05 Oct 2005 21:34:55 +0100 Subject: [rt-users] problem when trying to cc people RE tickets In-Reply-To: <4344342E.5000108@freewayprojects.com> References: <4344342E.5000108@freewayprojects.com> Message-ID: <434438EF.8070107@freewayprojects.com> i've actually RTFM and it looks like i should use the admin cc to get comments cc'd out. one thing which could be made clearer maybe - when you click on comment the cc field is shown at the top of the screen. this obviously looks as if the comment will be cc'd out. maybe this field could be left out - or at least a note could be placed there. thanks, kev Kevin Bailey wrote: > hi, > > i seem to have a problem when trying to cc people RE tickets. > > if i manually type in the email address into the cc field it works > fine. but if i add them as a person to the cc list and then comment > on a ticket the email does not seem to get sent. > > any ideas? > > thanks > > kevin bailey > _______________________________________________ > 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 Wed Oct 5 17:19:27 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 05 Oct 2005 14:19:27 -0700 Subject: [Rt-devel] Re: [rt-users] Modification: Showing tickets in queues you watch on the front page In-Reply-To: <4341D07A.3070004@wildbrain.com> References: <433DDF8E.3040304@wildbrain.com> <4341D07A.3070004@wildbrain.com> Message-ID: <4344435F.7060204@wildbrain.com> Okay I figured this out myself after looking through some other RT code and brushing up my perl syntax. I have attached the code to list all unowned unresolved tickets in all the queues that the current logged in user is a watcher of. Drop this "MyQueues" into /usr/local/rt3/local/html/Elements/MyQueues and copy /usr/local/rt3/share/html/index.html to /usr/local/rt3/local/html/index.html and add: <& /Elements/MyQueues &>
where appropriate. Andy Moran wrote: > Okay I didn't get any response on this so I'm gonna include rt-devel and > see if I get any bites. > > I found code to do it for RT2, but it breaks under Rt3: > > my $userEmail = $session{'CurrentUser'}->EmailAddress; > my $queueCount = 0; > my $Queues = new RT::Queues($session{'CurrentUser'}); > $Queues->UnLimit(); > > my $Tickets = new RT::Tickets ($session{'CurrentUser'}); > $Tickets->ClearRestrictions; > $Tickets->LimitOwner(VALUE => "Nobody"); > $Tickets->LimitStatus(VALUE => "resolved", OPERATOR => '!='); > $Tickets->LimitStatus(VALUE => "dead", OPERATOR => '!='); > > while (my $queue = $Queues->Next) { > my $watcherEmails = $queue->Watchers()->EmailsAsString(); > next if $watcherEmails !~ /\b$userEmail/; > $queueCount++; > $Tickets->LimitQueue(VALUE => $queue->id); > } > > $Tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); > $Tickets->RowsPerPage(25); > > > The Rt3 way seems to be about using query strings.. but I'm missing the > part where I'm searching all queues that the current user is a watcher on. > > Any help would be awesome.. thanks! > > --Andy > > > > Andy Moran wrote: > >>Hi guys, >> >>I'm setting up an Rt3 instance. I'd like to change the front page for >>privileged users so instead of showing "X newest onowned tickets", it >>only shows "X newest unowned tickets in the queues I watch.." >> >>I know I need to copy share/html/Elements/MyRequests to >>local/html/Elements/MyRequests and modify it somehow to only show queues >>that the person logged in is a watcher on. But I don't wanna learn the >>entire RT API to just change this one bit.. If anyone could tell me the >>code I need, I'd be grateful.. 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 >> > > > _______________________________________________ > Rt-devel mailing list > Rt-devel at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-devel > -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: MyQueues URL: From russj at dimstar.net Wed Oct 5 17:21:49 2005 From: russj at dimstar.net (Russ Johnson) Date: Wed, 05 Oct 2005 14:21:49 -0700 Subject: [rt-users] RT 2.0.11: send first message only??? Message-ID: <434443ED.709@dimstar.net> Yes, I know it's old. No time to upgrade, and another department may be inheriting this project from me. I'm recommending the latest version to them. This was not supposed to be my primary duty... :) My question is, can a rule be set up so that some watchers only get the first message, upon creation in the db? I manage a lab full of computers. I get requests for changes to those computers. The supervisors of those people would like to get a copy of the original message. If the change is not good for the group, the supervisors would like to reply to the message and let me know so I don't spend time working on something they don't want me to do. However, they do not want to receive a copy of every message I get through RT. As far as I can tell, only the request needs to go to them. Russ From andy at wildbrain.com Wed Oct 5 18:00:16 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 05 Oct 2005 15:00:16 -0700 Subject: [rt-users] RT 2.0.11: send first message only??? In-Reply-To: <434443ED.709@dimstar.net> References: <434443ED.709@dimstar.net> Message-ID: <43444CF0.6020908@wildbrain.com> I think one way to do that would be to have a special receiving queue that has them as CC's.. then have a scrip on that queue that automatically moves the ticket into the real queue after they are notified. Russ Johnson wrote: > Yes, I know it's old. No time to upgrade, and another department may be > inheriting this project from me. I'm recommending the latest version to > them. This was not supposed to be my primary duty... :) > > My question is, can a rule be set up so that some watchers only get the > first message, upon creation in the db? > > I manage a lab full of computers. I get requests for changes to those > computers. The supervisors of those people would like to get a copy of > the original message. If the change is not good for the group, the > supervisors would like to reply to the message and let me know so I > don't spend time working on something they don't want me to do. > > However, they do not want to receive a copy of every message I get > through RT. As far as I can tell, only the request needs to go to them. > > Russ > _______________________________________________ > 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 Wed Oct 5 18:39:39 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 05 Oct 2005 15:39:39 -0700 Subject: [rt-users] RTx::Shredder question In-Reply-To: <589c94400510040944v383bdc28i3c51dacb072ee051@mail.gmail.com> References: <4342AB76.5090103@wildbrain.com> <589c94400510040944v383bdc28i3c51dacb072ee051@mail.gmail.com> Message-ID: <4344562B.1030407@wildbrain.com> Ruslan Zakirov wrote: > On 10/4/05, Andy Moran wrote: > > This error mean next: Field Creator or LastUpdatedBy of the > RT::Ticket-3612 is link to the user RT::User-37898. This links are > minor dependencies, but you have to resolve them with > 'replace_relations' option of the Users plugin, for example sane > values are nobody's id. Okay I'll try it with the replace_relations for Nobody. > >>[Mon Oct 3 17:34:18 2005] [crit]: couldn't find resolver for dependency >>'RT::User-37898 (depends on,resolvable dependency) RT::Ticket-3612' at >>/usr/local/rt3/lib/RTx/Shredder/Dependency.pm line 87, line 1. >> (/usr/local/rt3/lib/RT.pm:295) > > Ok, could you check ticket #3612? Does RT show it ok? Why it has > dependency on that user? The ticket looks okay.. only person connected is Nobody (enabled).. I'm not getting that error anymore. Now I get this one: ./rtx-shredder --plugin 'Users=status,disabled;limit=30000;replace_relations=10' [Wed Oct 5 22:31:30 2005] [crit]: couldn't find resolver for dependency 'RT::User-66 (depends on,resolvable dependency) RT::Attachment-1865' at /usr/local/rt3/lib/RTx/Shredder/Dependency.pm line 87, line 1. (/usr/local/rt3/lib/RT.pm:295) I can't figure it out.. User-66 is a spam user. Attachment-1865 is connected to ticket 248.. it does not seem to have anything to do with User-66 that I can tell. 248 has no disabled users on it that I can see. Strange. > Do you have sqldumps for last runs when you were deleting users? Nah. But it was only a test database.. I'm going to do the migration this weekend. From joby at u.washington.edu Wed Oct 5 18:42:17 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 05 Oct 2005 15:42:17 -0700 Subject: [rt-users] RT::Interface::Web_Local.pm is killing me Message-ID: <434456C9.4050207@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 We're trying to implement some changes in RT::Interface::Web->ProcessUpdateMessage (some code from our friends at MIT) by using /local/lib/RT/Interface/Web_Local.pm but it will not load. We have nearly a dozen other _Local libraries that do load, but this one refuses to. We've checked everything that we can think of with no success. A custom perl script that calls RT::Interface::Web will successfully load the Web_Local methods! But bin/webmux.pl (the only use RT::Interface::Web) just doesn't do it. - -- Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDRFbJgA0gpghkf88RAsc5AJ9QMf+lYCzNI8tK05TDnxvwevZEOwCgnOJs DLfLovTRBQAzwykh5xJ1peM= =nom0 -----END PGP SIGNATURE----- From jesse at bestpractical.com Wed Oct 5 18:47:04 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 5 Oct 2005 18:47:04 -0400 Subject: [rt-users] RT::Interface::Web_Local.pm is killing me In-Reply-To: <434456C9.4050207@u.washington.edu> References: <434456C9.4050207@u.washington.edu> Message-ID: <20051005224704.GP22720@bestpractical.com> On Wed, Oct 05, 2005 at 03:42:17PM -0700, Joby Walker wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > We're trying to implement some changes in > RT::Interface::Web->ProcessUpdateMessage (some code from our friends at > MIT) by using /local/lib/RT/Interface/Web_Local.pm but it will not load. That often suggests a parse error. does it pass perl -C ? Jesse From joby at u.washington.edu Wed Oct 5 18:49:47 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 05 Oct 2005 15:49:47 -0700 Subject: [rt-users] RT::Interface::Web_Local.pm is killing me In-Reply-To: <20051005224704.GP22720@bestpractical.com> References: <434456C9.4050207@u.washington.edu> <20051005224704.GP22720@bestpractical.com> Message-ID: <4344588B.7000200@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 /data/perl/bin/perl -I/data/rt/local/lib -I/data/rt/lib -c Web_Local.pm Web_Local.pm syntax OK Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Jesse Vincent wrote: > > > On Wed, Oct 05, 2005 at 03:42:17PM -0700, Joby Walker wrote: > >>-----BEGIN PGP SIGNED MESSAGE----- >>Hash: SHA1 >> >>We're trying to implement some changes in >>RT::Interface::Web->ProcessUpdateMessage (some code from our friends at >>MIT) by using /local/lib/RT/Interface/Web_Local.pm but it will not load. > > > That often suggests a parse error. does it pass perl -C ? > > Jesse -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDRFiLgA0gpghkf88RAjWtAJ9uyq+xy4jxdkLllETymSgYx8zD3ACeOg9V pdC577UEaG6DHLM3s0OL4aw= =NkYa -----END PGP SIGNATURE----- From jra at baylink.com Wed Oct 5 19:44:51 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 5 Oct 2005 19:44:51 -0400 Subject: [rt-users] RT 2.0.11: send first message only??? In-Reply-To: <434443ED.709@dimstar.net>; from Russ Johnson on Wed, Oct 05, 2005 at 02:21:49PM -0700 References: <434443ED.709@dimstar.net> Message-ID: <20051005194451.I23854@cgi.jachomes.com> On Wed, Oct 05, 2005 at 02:21:49PM -0700, Russ Johnson wrote: > My question is, can a rule be set up so that some watchers only get the > first message, upon creation in the db? I saw a contrib scrip on the wiki that notified someone on *first* resolve; perhaps you could adapt that? 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 rpaderna at valueclick.com Wed Oct 5 18:45:25 2005 From: rpaderna at valueclick.com (Rey Paderna) Date: Wed, 5 Oct 2005 15:45:25 -0700 Subject: [rt-users] Custom Template Message-ID: <200510051545.25780.rpaderna@valueclick.com> Hello List, I'm new to RT and am currently stuck. I'm creating a custom AutoReply template that needs to access a mysql db on another machine. I read that RT uses Text::Template so I am allowed to embed perl code in it. Since I'm a newbiem I didn't want to delve with scrips yet. Here is my template: ----START---- Subject: AutoReply: {$Ticket->Subject} Hello, Thank you for ....blah..blah.. { use DBI; $dbh=DBI->connect("DBI:mysql:db_name:1.2.3.4","user","pass",RaiseError => 1}); $sth1 = $dbh->prepare (qq{Select id from transac where email = "($Transaction->CreatorObj->EmailAddress)"}); $sth1->execute(); $userid = $sth1->fetchrow_array (); "$userid"; } ---END--- When I send an email, it responds back with the correct SUbject and all but the body is blank. I've been trying to solve this since this morning to no avail. If anyone can point me the correct resource, I would really appreciate it. Thanks. Rey From ruslan.zakirov at gmail.com Wed Oct 5 20:18:11 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 6 Oct 2005 04:18:11 +0400 Subject: [rt-users] RTx::Shredder question In-Reply-To: <4344562B.1030407@wildbrain.com> References: <4342AB76.5090103@wildbrain.com> <589c94400510040944v383bdc28i3c51dacb072ee051@mail.gmail.com> <4344562B.1030407@wildbrain.com> Message-ID: <589c94400510051718x2a4cec6fh65494ba8dfd7753b@mail.gmail.com> On 10/6/05, Andy Moran wrote: > Ruslan Zakirov wrote: > > On 10/4/05, Andy Moran wrote: > > > > This error mean next: Field Creator or LastUpdatedBy of the > > RT::Ticket-3612 is link to the user RT::User-37898. This links are > > minor dependencies, but you have to resolve them with > > 'replace_relations' option of the Users plugin, for example sane > > values are nobody's id. > > Okay I'll try it with the replace_relations for Nobody. > > > > >>[Mon Oct 3 17:34:18 2005] [crit]: couldn't find resolver for dependency > >>'RT::User-37898 (depends on,resolvable dependency) RT::Ticket-3612' at > >>/usr/local/rt3/lib/RTx/Shredder/Dependency.pm line 87, line 1. > >> (/usr/local/rt3/lib/RT.pm:295) > > > > Ok, could you check ticket #3612? Does RT show it ok? Why it has > > dependency on that user? > > > The ticket looks okay.. only person connected is Nobody (enabled).. I'm > not getting that error anymore. Now I get this one: > > ./rtx-shredder --plugin > 'Users=status,disabled;limit=30000;replace_relations=10' > [Wed Oct 5 22:31:30 2005] [crit]: couldn't find resolver for dependency > 'RT::User-66 (depends on,resolvable dependency) RT::Attachment-1865' at > /usr/local/rt3/lib/RTx/Shredder/Dependency.pm line 87, line 1. > (/usr/local/rt3/lib/RT.pm:295) > > I can't figure it out.. User-66 is a spam user. Attachment-1865 is > connected to ticket 248.. it does not seem to have anything to do with > User-66 that I can tell. 248 has no disabled users on it that I can > see. Strange. Could you run 'SELECT Creator, LastUpdatedBy FROM Attachments WHERE id = 1865' and see if it's 66? But that's ver strange. I should write some tests for this. > > > > Do you have sqldumps for last runs when you were deleting users? > > Nah. But it was only a test database.. I'm going to do the migration > this weekend. > > -- Best regards, Ruslan. From checkpoint at ozbergs.com Wed Oct 5 20:41:29 2005 From: checkpoint at ozbergs.com (Stevo) Date: Wed, 05 Oct 2005 17:41:29 -0700 Subject: [rt-users] AutoSet Owner Message-ID: <434472B9.7040301@ozbergs.com> Hey Guys, I'm attempting to AutoSet the owner of all tickets for a certain queue to a certain user. I found this http://wiki.bestpractical.com/index.cgi?AutoSetOwner on the Wiki which allows you to AutoSet the owner to the current users. I attempted to modify it to just set to a specific user, but couldn't work out how to change it. If there's someone out there that's done this and knows what the key is can they please help me out! Thanks Stevo From andy at wildbrain.com Wed Oct 5 20:42:30 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 05 Oct 2005 17:42:30 -0700 Subject: [rt-users] RTx::Shredder question In-Reply-To: <589c94400510051718x2a4cec6fh65494ba8dfd7753b@mail.gmail.com> References: <4342AB76.5090103@wildbrain.com> <589c94400510040944v383bdc28i3c51dacb072ee051@mail.gmail.com> <4344562B.1030407@wildbrain.com> <589c94400510051718x2a4cec6fh65494ba8dfd7753b@mail.gmail.com> Message-ID: <434472F6.4060504@wildbrain.com> Ruslan Zakirov wrote: > Could you run 'SELECT Creator, LastUpdatedBy FROM Attachments WHERE id > = 1865' and see if it's 66? But that's ver strange. I should write > some tests for this. There isn't a LastUpdatedBy column in my Attachments table.. Should there be? Heh. Here's the Creator,Created columns though: mysql> SELECT Creator,Created FROM Attachments WHERE id = 1865; +---------+---------------------+ | Creator | Created | +---------+---------------------+ | 66 | 2002-02-15 20:28:57 | +---------+---------------------+ 1 row in set (0.00 sec) mysql> Sure enough, Creator is 66. I'm not sure how this disabled spam user is the Creator for an attachment on a ticket that has all enabled users on it though. --Andy From andy at wildbrain.com Wed Oct 5 20:49:39 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 05 Oct 2005 17:49:39 -0700 Subject: [rt-users] Edit CustomFields On Update Message-ID: <434474A3.4060106@wildbrain.com> I installed the "CallBacks" solution (http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate) for editing Custom Fields on Updating.. the good news is that it worked! When I "reply" or "resolve", i see the custom fields. The bad news is that it broke creating a new ticket from the interface.. I get a perl error after I click submit: System error error: Can't call method "Id" on an undefined value at /usr/local/rt3/lib/RT/Interface/Web.pm line 1137. context: ... 1131: 1132: # Build up a list of objects that we want to work with 1133: my %custom_fields_to_mod; 1134: foreach my $arg ( keys %$ARGSRef ) { 1135: if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/ ) { 1136: # For each of those objects, find out what custom fields we want to work with. 1137: $custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3} = 1; 1138: } 1139: } ... code stack: /usr/local/rt3/lib/RT/Interface/Web.pm:1135 /usr/local/rt3/lib/RT/Interface/Web.pm:1124 /usr/local/rt3/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3 /usr/local/rt3/share/html/Elements/Callback:83 /usr/local/rt3/share/html/Ticket/Display.html:152 /usr/local/rt3/share/html/Ticket/Create.html:289 /usr/local/rt3/share/html/autohandler:215 raw error Does anyone know if this Contribuation does not work in 3.4.4? If this some mistake on my end? --Andy From ruslan.zakirov at gmail.com Wed Oct 5 22:46:35 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 6 Oct 2005 06:46:35 +0400 Subject: [rt-users] AutoSet Owner In-Reply-To: <434472B9.7040301@ozbergs.com> References: <434472B9.7040301@ozbergs.com> Message-ID: <589c94400510051946s6753c455kc0a1a0ded3335aba@mail.gmail.com> You have to change: $self->TicketObj->SetOwner($Actor) to $self->TicketObj->SetOwner() If you want enter user name or email address, then you should find example on the wiki how to load user info by name and get its id. Code would look like: ... my $user = RT::User->new( $RT::SystemUser ); $user->Load( 'name' ); $self->TicketObj->SetOwner( $user->id ); ... On 10/6/05, Stevo wrote: > Hey Guys, > > I'm attempting to AutoSet the owner of all tickets for a certain queue > to a certain user. I found this > http://wiki.bestpractical.com/index.cgi?AutoSetOwner on the Wiki which > allows you to AutoSet the owner to the current users. I attempted to > modify it to just set to a specific user, but couldn't work out how to > change it. > > If there's someone out there that's done this and knows what the key is > can they please help me out! > > Thanks > > Stevo > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Oct 5 22:52:22 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 6 Oct 2005 06:52:22 +0400 Subject: [rt-users] Custom Template In-Reply-To: <200510051545.25780.rpaderna@valueclick.com> References: <200510051545.25780.rpaderna@valueclick.com> Message-ID: <589c94400510051952j4eef29bex3cedf03b082b8abb@mail.gmail.com> On 10/6/05, Rey Paderna wrote: > Hello List, > > I'm new to RT and am currently stuck. I'm creating a custom AutoReply > template that needs to access a mysql db on another machine. I read that RT > uses Text::Template so I am allowed to embed perl code in it. Since I'm a > newbiem I didn't want to delve with scrips yet. Here is my template: > > ----START---- > Subject: AutoReply: {$Ticket->Subject} > > > Hello, > > Thank you for ....blah..blah.. > > { > use DBI; > $dbh=DBI->connect("DBI:mysql:db_name:1.2.3.4","user","pass",RaiseError => 1}); > $sth1 = $dbh->prepare (qq{Select id from transac where email = > "($Transaction->CreatorObj->EmailAddress)"}); > $sth1->execute(); > $userid = $sth1->fetchrow_array (); > "$userid"; > } IMHO code should look like(untested): { use DBI; my $dbh = DBI->connect("DBI:mysql:db_name:1.2.3.4","user","pass",RaiseError => 1}); my $sth = $dbh->prepare ("Select id from transac where email = ?"); $sth->execute( $Transaction->CreatorObj->EmailAddress ); my ($userid) = $sth->fetchrow_array(); "$userid"; } > > > ---END--- > > When I send an email, it responds back with the correct SUbject and all but > the body is blank. I've been trying to solve this since this morning to no > avail. If anyone can point me the correct resource, I would really appreciate > it. Thanks. Start from RT log, see http://wiki.bestpractical.com/?Debug > > Rey > > > _______________________________________________ > 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 scollins at liquidweb.com Thu Oct 6 00:56:37 2005 From: scollins at liquidweb.com (scollins) Date: Thu, 06 Oct 2005 00:56:37 -0400 Subject: [rt-users] auto merging tickets Message-ID: <1128574597.29587.2.camel@snowcrash> Is there a way to auto merge tickets with the same subject line (for instance when a user opens multiple tickets in a row)? Or is there a simple mysql command that I'm lacking that might accomplish this for me? From theuni at gmail.com Thu Oct 6 04:24:01 2005 From: theuni at gmail.com (Christian Theune) Date: Thu, 6 Oct 2005 10:24:01 +0200 Subject: [rt-users] Can't create tickets after migration Message-ID: Hi, I just migrated from 2.0.15 to 3.4.3. Now I can't create any tickets anymore. Neither via mail-gate nor via web-interface. This is the error from the apache error_log: [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR: duplicate key violates unique co nstraint "attachments_pkey" [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x27f03e0) couldn't execute the query 'INSERT INTO A ttachments (ContentType, Parent, Subject, Headers, MessageId, Creator, Created, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Ha ndle.pmline 507. [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Oct 6 08:16:47 2005] [crit]: Attachment insert failed - ERROR: duplicate key violates unique constraint "attachments_pkey" [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: (/opt/rt3/lib/RT/Attachment_Overlay.pm:186) [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR: duplicate key violates unique co nstraint "attachments_pkey" [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x27f03e0) couldn't execute the query 'INSERT INTO A ttachments (ContentType, Parent, Subject, Filename, Headers, MessageId, Creator, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/li b/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 507. [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Oct 6 08:16:47 2005] [crit]: Attachment insert failed - ERROR: duplicate key violates unique constraint "attachments_pkey" I'm using postgres as database. Thanks in advance, Christian -------------- next part -------------- An HTML attachment was scrubbed... URL: From kbailey at freewayprojects.com Thu Oct 6 04:30:39 2005 From: kbailey at freewayprojects.com (Kevin Bailey) Date: Thu, 06 Oct 2005 09:30:39 +0100 Subject: [rt-users] problem when trying to cc people RE tickets In-Reply-To: <20051005194402.H23854@cgi.jachomes.com> References: <4344342E.5000108@freewayprojects.com> <434438EF.8070107@freewayprojects.com> <20051005194402.H23854@cgi.jachomes.com> Message-ID: <4344E0AF.8080005@freewayprojects.com> Jay R. Ashworth wrote: >On Wed, Oct 05, 2005 at 09:34:55PM +0100, Kevin Bailey wrote: > > >>i've actually RTFM and it looks like i should use the admin cc to get >>comments cc'd out. >> >>one thing which could be made clearer maybe - when you click on comment >>the cc field is shown at the top of the screen. >> >>this obviously looks as if the comment will be cc'd out. >> >>maybe this field could be left out - or at least a note could be placed >>there. >> >> > >It *is* labeled on my 3.4.1 install. Not on yours? > >Cheers, >-- jra > > i'm using debian stable and the version of request tracker is 3.0.12-7. i see that there is a package version 3.4 - as i'm setting up a new server i think i might try to get the latest version. thanks for the heads up, kevin -------------- next part -------------- An HTML attachment was scrubbed... URL: From andreas at travelstart.se Thu Oct 6 04:27:47 2005 From: andreas at travelstart.se (Andreas Andersson) Date: Thu, 06 Oct 2005 10:27:47 +0200 Subject: [rt-users] foreign characters via email Message-ID: <4344E003.6030803@travelstart.se> Hi! I just tried the cool feature to email entries to my blog. It's really cool! But I got errors on all my swedish characters, is there way around this? Or a fix? Thanks. -- Andreas Andersson IT Dept. Travelstart Nordic andreas at travelstart.se http://www.travelstart.se From rfh at pipex.net Thu Oct 6 06:08:52 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 06 Oct 2005 11:08:52 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <589c94400510040819n47ca5237t426ca55b6283a02@mail.gmail.com> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <589c94400510040819n47ca5237t426ca55b6283a02@mail.gmail.com> Message-ID: <4344F7B4.5030702@pipex.net> Ruslan; This error is difficult to produce when you want , everything was fine the last two days and today 5 people got it: error: RT::Attribute::Name Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 /opt/rt3/lib/RT/Attributes_Overlay.pm:81 /opt/rt3/lib/RT/Attributes_Overlay.pm:73 /opt/rt3/lib/RT/Attributes_Overlay.pm:88 /opt/rt3/lib/RT/Attributes_Overlay.pm:119 /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 /opt/rt3/share/html/Search/Elements/EditSearches:75 /opt/rt3/local/html/Search/Build.html:130 /opt/rt3/local/html/autohandler:203 raw error It occurred when: - Apply advanced search - trying to load a saved search, - Trying to modify the column output (search result) - then by just going to query builder (but I guess this just cached) The error appear where the save search stuff should be I have not had a chance to search a bit more , dealing with all other problems I am getting on rt-3.4.4 My system is Gentoo, Apache2,modperl 2.0, ssl, perl 5.8.7, DBIx::SearchBuilder v1.33; HTML::Mason v1.3101, mysql 4.1.14 on a remote host Any help will truly be appreciated .. Roy Ruslan Zakirov wrote: >On 10/4/05, Roy El-Hames wrote: > > >>Glad to see Ruslan as helpful a ever .. >>I get the same error in Querybuilder, not neccessary loading a saved >>search but when I when applying advanced search or adding a column to >>results , sometimes it correct it and other user just have to kill the >>browser and start again ..it happens with both IE and firefox .. >>The system is RT-3.4.4 , remost host mysql >>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 >> >> >Ok, may be I'm wrong and this is issue of RT, but I can't reproduce it. >Could you give me step by step instruction how to force this error? > > > >>I mentioned it twice before and just thought I'll mention it again , is >>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very >>smoothly, now we having to restart mysql twice to 3 times a day .. >> >> >Why do you restart it? What if toy run 'SHOW FULL PROCESSLIST;' from >mysql client? >But better start another mail thread for this. > > > >>Roy >> >>Ruslan Zakirov wrote: >> >> >> >>>On 10/3/05, Jim Rice wrote: >>> >>> >>> >>> >>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: >>>> >>>> >>>> >>>> >>>>>On 10/3/05, Jim Rice wrote: >>>>> >>>>> >>>>> >>>>> >>>>>>I've seen similar postings in the archives, but no solution. >>>>>> >>>>>>New installation, nothing custom (yet), only one saved search. >>>>>> >>>>>> >>>>>> >>>>>> >>>>>SavedSearch is the reason of error. >>>>> >>>>> >>>>> >>>>> >>>>>>>From Home page, click on Tickets and get: >>>>>> >>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. >>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) >>>>>> >>>>>>context: >>>>>>... >>>>>>492: else { >>>>>>493: my ( $package, $filename, $line ); >>>>>>494: ( $package, $filename, $line ) = caller; >>>>>>495: >>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) >>>>>>\n"; >>>>>>497: } >>>>>> >>>>>> >>>>>> >>>>>> >>>> >>>> >>>>I thought it might be, but would you care to elaborate? >>>> >>>>Is it a bug? Is there a fix? Was it something I said? >>>> >>>> >>>> >>>> >>>As far as I understand you use >>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches >>>that is external contribution, if you read that page you'll see your >>>error there. >>> >>>I think Stephen may know about error more, Stephen? >>> >>> >>> >>> >>> >>>>Thanks! >>>> >>>>-- >>>>Jim Rice >>>>by Design Publishing >>>>11626 N. Tracey Road >>>>Hayden, Idaho 83835 >>>> >>>> >>>> >>>> >>>> >>>-- >>>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 >>> >>> >>> >>> >>> >> >> > > >-- >Best regards, Ruslan. > > > From jtrujillo at cso.atmel.com Thu Oct 6 06:51:00 2005 From: jtrujillo at cso.atmel.com (Jerry Trujillo) Date: Thu, 06 Oct 2005 04:51:00 -0600 Subject: [rt-users] Help with Approvals... Message-ID: I want to be able to use the approval system in RT, but I'm not sure if it can do what I need. From what I see in the canned templates and scrips, it can be used for multiple levels of approvals. What I need is when a request needing approval is created, that it send an approval request to that persons supervisor and department manager (which I'd have to gather myself)... but how do I make it so that it creates both approvals? Any help would be great. Thanks, Jerry Trujillo Information Systems User Services Atmel Corporation 719.540.1484 jtrujillo at cso.atmel.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From S.G.Tranter at lboro.ac.uk Thu Oct 6 07:16:46 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 06 Oct 2005 12:16:46 +0100 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <4342442D.7030905@lboro.ac.uk> References: <4342442D.7030905@lboro.ac.uk> Message-ID: <4345079E.6030700@lboro.ac.uk> Stewart Tranter wrote: > Hello Everyone, > > I want to create my own Loughborough University English "po" file and I > cannot remember how this should be done. I know it's got something to > do with "extract-message-catalog", but that's about it. I've searched > the wiki and list archives with no luck, can anyone give me a brief > description of what needs to be done? > > I'm running RT 3.5.5 on FC4, Apache2, mod_perl 2.0.1, mysql 4.1.12, perl > 5.8.6, HTML::Mason 1.3101. > Surely someone can help me?? Pleeeeaaaassseeee! I will write a Wiki entry when I learn how to do it! :) Thanks in advance, Stewart From fjc at wossname.apana.org.au Thu Oct 6 07:26:49 2005 From: fjc at wossname.apana.org.au (Frank Copeland) Date: Thu, 6 Oct 2005 21:26:49 +1000 Subject: [rt-users] Convert From rt2 to rt3 In-Reply-To: <032701c5c9dd$4071ea90$d5a1f4cc@uniservedev> References: <01dc01c5c938$1034e260$d5a1f4cc@uniservedev> <20051005003150.GA30598@thingy.apana.org.au> <032701c5c9dd$4071ea90$d5a1f4cc@uniservedev> Message-ID: <20051006112649.GA31503@thingy.apana.org.au> On Wed, Oct 05, 2005 at 11:47:35AM -0700, Mike Pultz wrote: > Awesome- well- that got me past the export problem- now, when I import > into rt3 (after re-installing a newer verison of SearchBuilder), I get the > following error messages: > > --snip-- [...] > etc, etc > > --snip-- > > Any thoughts on why it's failing to create the user? Sorry, haven't seen that problem. Frank Copeland -- A boy can learn a lot from a dog: obedience, loyalty, and the importance of turning around three times before lying down. -- Robert Benchley From ruslan.zakirov at gmail.com Thu Oct 6 07:40:42 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 6 Oct 2005 15:40:42 +0400 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <4345079E.6030700@lboro.ac.uk> References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> Message-ID: <589c94400510060440s99e72fch7a4bb3ad72bd3120@mail.gmail.com> On 10/6/05, Stewart Tranter wrote: > Stewart Tranter wrote: > > Hello Everyone, > > > > I want to create my own Loughborough University English "po" file and I > > cannot remember how this should be done. I know it's got something to > > do with "extract-message-catalog", but that's about it. I've searched > > the wiki and list archives with no luck, can anyone give me a brief > > description of what needs to be done? > > > > I'm running RT 3.5.5 on FC4, Apache2, mod_perl 2.0.1, mysql 4.1.12, perl > > 5.8.6, HTML::Mason 1.3101. > > > > Surely someone can help me?? Pleeeeaaaassseeee! I will write a Wiki > entry when I learn how to do it! :) I really don't know much about I18N RT's subsystem, but as I remember there is some special targets in makefile. Grep it. > > Thanks in advance, > > Stewart > _______________________________________________ > 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 theuni at gmail.com Thu Oct 6 08:36:10 2005 From: theuni at gmail.com (Christian Theune) Date: Thu, 6 Oct 2005 14:36:10 +0200 Subject: [rt-users] Can not create tickets Message-ID: Hi, (I'm very sorry if this should be a double post. My mail program shows me this message never arrived at the list) I just migrated from 2.0.15 to 3.4.3. Now I can't create any tickets anymore. Neither via mail-gate nor via web-interface. This is the error from the apache error_log: [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler .fcgi" stderr: DBD::Pg::st execute failed: ERROR: duplicate key violates unique co nstraint "attachments_pkey" [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x27f03e0) couldn't execute the query 'INSERT INTO A ttachments (ContentType, Parent, Subject, Headers, MessageId, Creator, Created, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Ha ndle.pmline 507. [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Oct 6 08:16:47 2005] [crit]: Attachment insert failed - ERROR: duplicate key violates unique constraint "attachments_pkey" [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: (/opt/rt3/lib/RT/Attachment_Overlay.pm:186) [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::Pg::st execute failed: ERROR: duplicate key violates unique co nstraint "attachments_pkey" [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x27f03e0) couldn't execute the query 'INSERT INTO A ttachments (ContentType, Parent, Subject, Filename, Headers, MessageId, Creator, Created, ContentEncoding, Content, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/li b/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 507. [Thu Oct 06 10:16:47 2005] [error] [client 82.141.44.36] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Thu Oct 6 08:16:47 2005] [crit]: Attachment insert failed - ERROR: duplicate key violates unique constraint "attachments_pkey" I'm using postgres as database. Thanks in advance, Christian -------------- next part -------------- An HTML attachment was scrubbed... URL: From rfh at pipex.net Thu Oct 6 09:32:43 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 06 Oct 2005 14:32:43 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <434326B1.2080004@u.washington.edu> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <434326B1.2080004@u.washington.edu> Message-ID: <4345277B.80805@pipex.net> I wonder if this would help: http://lists.fsck.com/pipermail/rt-users/2004-July/024348.html I changed push @{$self->{'attr'}->{$attr->Name}}, $attr; to: push @{$self->{'attr'}->{$attr->__Value('Name')}}, $attr Now trying hard to replicate the error . Roy Joby Walker wrote: >-----BEGIN PGP SIGNED MESSAGE----- >Hash: SHA1 > >I have no idea how this could impact things but... > >I just installed the RT-OnlineDocs and to support it added >Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This caused >the exact same issues as Jim and Roy. When I backed out those two >packages, everything seems fine. > >Joby Walker >ITI SSG, University of Washington >- -- >PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > > >Roy El-Hames wrote: > > >>Glad to see Ruslan as helpful a ever .. >>I get the same error in Querybuilder, not neccessary loading a saved >>search but when I when applying advanced search or adding a column to >>results , sometimes it correct it and other user just have to kill the >>browser and start again ..it happens with both IE and firefox .. >>The system is RT-3.4.4 , remost host mysql >>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 >> >>I mentioned it twice before and just thought I'll mention it again , is >>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very >>smoothly, now we having to restart mysql twice to 3 times a day .. >> >>Roy >> >>Ruslan Zakirov wrote: >> >> >> >>>On 10/3/05, Jim Rice wrote: >>> >>> >>> >>> >>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: >>>> >>>> >>>> >>>> >>>>>On 10/3/05, Jim Rice wrote: >>>>> >>>>> >>>>> >>>>> >>>>>>I've seen similar postings in the archives, but no solution. >>>>>> >>>>>>New installation, nothing custom (yet), only one saved search. >>>>>> >>>>>> >>>>>> >>>>>SavedSearch is the reason of error. >>>>> >>>>> >>>>> >>>>> >>>>>>>From Home page, click on Tickets and get: >>>>>>> >>>>>>> >>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. >>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) >>>>>> >>>>>>context: >>>>>>... >>>>>>492: else { >>>>>>493: my ( $package, $filename, $line ); >>>>>>494: ( $package, $filename, $line ) = caller; >>>>>>495: >>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line >>>>>>$line) >>>>>>\n"; >>>>>>497: } >>>>>> >>>>>> >>>>>> >>>> >>>> >>>>I thought it might be, but would you care to elaborate? >>>> >>>>Is it a bug? Is there a fix? Was it something I said? >>>> >>>> >>>> >>>As far as I understand you use >>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches >>>that is external contribution, if you read that page you'll see your >>>error there. >>> >>>I think Stephen may know about error more, Stephen? >>> >>> >>> >>> >>> >>>>Thanks! >>>> >>>>-- >>>>Jim Rice >>>>by Design Publishing >>>>11626 N. Tracey Road >>>>Hayden, Idaho 83835 >>>> >>>> >>>> >>>> >>>-- >>>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 >> >> >-----BEGIN PGP SIGNATURE----- >Version: GnuPG v1.4.1 (GNU/Linux) >Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > >iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID >+epbV4/9fifww/OOi74hLbk= >=Egn3 >-----END PGP SIGNATURE----- > > > From tmaciak at ci.grand-rapids.mi.us Thu Oct 6 09:54:11 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Thu, 6 Oct 2005 09:54:11 -0400 Subject: [rt-users] Rt-crontool - escalate priority Message-ID: <"H0000c1a007816f1.1128606850.frozone.grand-rapids.mi.us*"@MHS> I am trying to get the escalate priority script working by using rt-crontool in my linux box Root crontab. This is what I have placed in the crontab to run: */2 * * * * /opt/rt3/bin/rt-crontool --action RT::Action::EscalatePriority Following are the results I get from cron: X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: Can't call method "Rollback" on an undefined value at /opt/rt3/local/lib/RT_Local.pm line 111.T.J. Maciak Anybody have any ideas? I have read something about a rt-user account, but I don?t have one of these. The only accounts I have On RT are: root and RT_System. On my linux box, rt is run as user "apache" via root. Any help is appreciated. Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 From jra at baylink.com Thu Oct 6 10:02:10 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 6 Oct 2005 10:02:10 -0400 Subject: [rt-users] problem when trying to cc people RE tickets In-Reply-To: <4344E0AF.8080005@freewayprojects.com>; from Kevin Bailey on Thu, Oct 06, 2005 at 09:30:39AM +0100 References: <4344342E.5000108@freewayprojects.com> <434438EF.8070107@freewayprojects.com> <20051005194402.H23854@cgi.jachomes.com> <4344E0AF.8080005@freewayprojects.com> Message-ID: <20051006100210.C25394@cgi.jachomes.com> On Thu, Oct 06, 2005 at 09:30:39AM +0100, Kevin Bailey wrote: > i'm using debian stable and the version of request tracker is > 3.0.12-7. Ah. Packaged code. :-) > i see that there is a package version 3.4 - as i'm setting up a new > server i think i might try to get the latest version. If you're going for production, I'd say 3.4.x (I think .4 or .5 is current). If you don't have to go to production immediately, you might look at 3.5. I'm running, as I noted, 3.4.1 fairly happily, with a couple of recently applied tweaks. 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 S.G.Tranter at lboro.ac.uk Thu Oct 6 10:13:40 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 06 Oct 2005 15:13:40 +0100 Subject: [rt-users] The "General" queue Message-ID: <43453114.8050808@lboro.ac.uk> Hello, A simple, quick question for a change! Is it possible to disable or rename the "General" queue, or will this break RT? 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 todd at chaka.net Thu Oct 6 09:56:24 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 6 Oct 2005 09:56:24 -0400 Subject: [rt-users] The "General" queue In-Reply-To: <43453114.8050808@lboro.ac.uk> References: <43453114.8050808@lboro.ac.uk> Message-ID: <20051006135624.GL14862@chaka.net> On Thu, Oct 06, 2005 at 03:13:40PM +0100, Stewart Tranter wrote: > Hello, > > A simple, quick question for a change! > > Is it possible to disable or rename the "General" queue, or will this > break RT? > > Thanks in advance, > You can do either. It won't break RT. From ruslan.zakirov at gmail.com Thu Oct 6 10:39:42 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 6 Oct 2005 18:39:42 +0400 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <4345277B.80805@pipex.net> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net> Message-ID: <589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com> On 10/6/05, Roy El-Hames wrote: > I wonder if this would help: > http://lists.fsck.com/pipermail/rt-users/2004-July/024348.html > > I changed > push @{$self->{'attr'}->{$attr->Name}}, $attr; > to: > push @{$self->{'attr'}->{$attr->__Value('Name')}}, $attr > > Now trying hard to replicate the error . I didn't try reproduce error yet. This change of couse will hide error, but it's a workaround because AUTOLOAD sub MUST execute $attr->__Value('Name') finally when $attr->Name is called, but AUTOLOAD also checks if field 'Name' exists in $attr class. You see error this means check sometime fails for your setups and/or special test cases. Roy and other, if this bug bite you too often you could use this change to workaround problem. > > Roy > > Joby Walker wrote: > > >-----BEGIN PGP SIGNED MESSAGE----- > >Hash: SHA1 > > > >I have no idea how this could impact things but... > > > >I just installed the RT-OnlineDocs and to support it added > >Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This caused > >the exact same issues as Jim and Roy. When I backed out those two > >packages, everything seems fine. > > > >Joby Walker > >ITI SSG, University of Washington > >- -- > >PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > > > > > >Roy El-Hames wrote: > > > > > >>Glad to see Ruslan as helpful a ever .. > >>I get the same error in Querybuilder, not neccessary loading a saved > >>search but when I when applying advanced search or adding a column to > >>results , sometimes it correct it and other user just have to kill the > >>browser and start again ..it happens with both IE and firefox .. > >>The system is RT-3.4.4 , remost host mysql > >>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 > >> > >>I mentioned it twice before and just thought I'll mention it again , is > >>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very > >>smoothly, now we having to restart mysql twice to 3 times a day .. > >> > >>Roy > >> > >>Ruslan Zakirov wrote: > >> > >> > >> > >>>On 10/3/05, Jim Rice wrote: > >>> > >>> > >>> > >>> > >>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: > >>>> > >>>> > >>>> > >>>> > >>>>>On 10/3/05, Jim Rice wrote: > >>>>> > >>>>> > >>>>> > >>>>> > >>>>>>I've seen similar postings in the archives, but no solution. > >>>>>> > >>>>>>New installation, nothing custom (yet), only one saved search. > >>>>>> > >>>>>> > >>>>>> > >>>>>SavedSearch is the reason of error. > >>>>> > >>>>> > >>>>> > >>>>> > >>>>>>>From Home page, click on Tickets and get: > >>>>>>> > >>>>>>> > >>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. > >>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > >>>>>> > >>>>>>context: > >>>>>>... > >>>>>>492: else { > >>>>>>493: my ( $package, $filename, $line ); > >>>>>>494: ( $package, $filename, $line ) = caller; > >>>>>>495: > >>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line > >>>>>>$line) > >>>>>>\n"; > >>>>>>497: } > >>>>>> > >>>>>> > >>>>>> > >>>> > >>>> > >>>>I thought it might be, but would you care to elaborate? > >>>> > >>>>Is it a bug? Is there a fix? Was it something I said? > >>>> > >>>> > >>>> > >>>As far as I understand you use > >>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches > >>>that is external contribution, if you read that page you'll see your > >>>error there. > >>> > >>>I think Stephen may know about error more, Stephen? > >>> > >>> > >>> > >>> > >>> > >>>>Thanks! > >>>> > >>>>-- > >>>>Jim Rice > >>>>by Design Publishing > >>>>11626 N. Tracey Road > >>>>Hayden, Idaho 83835 > >>>> > >>>> > >>>> > >>>> > >>>-- > >>>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 > >> > >> > >-----BEGIN PGP SIGNATURE----- > >Version: GnuPG v1.4.1 (GNU/Linux) > >Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > > >iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID > >+epbV4/9fifww/OOi74hLbk= > >=Egn3 > >-----END PGP SIGNATURE----- > > > > > > > > -- Best regards, Ruslan. From rfh at pipex.net Thu Oct 6 10:56:14 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 06 Oct 2005 15:56:14 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net> <589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com> Message-ID: <43453B0E.1010600@pipex.net> Ruslan and Co: Well I am not geting the Name object error anymore so maybe just maybe the below change helped me, but now I am having the error in RT::Attribute::Description stack : /usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:63 /opt/rt3/share/html/Search/Elements/EditSearches:75 /opt/rt3/local/html/Search/Build.html:130 /opt/rt3/local/html/autohandler:203 I changed return $self->{'Attribute'}->Description(); to: return $self->{'Attribute'}->__Value('Description'); in savedsearch.pm that does not fix it , and this is as far as my poor perl can help me ... so anything else I should try?? Roy Ruslan Zakirov wrote: >On 10/6/05, Roy El-Hames wrote: > > >>I wonder if this would help: >>http://lists.fsck.com/pipermail/rt-users/2004-July/024348.html >> >>I changed >>push @{$self->{'attr'}->{$attr->Name}}, $attr; >>to: >>push @{$self->{'attr'}->{$attr->__Value('Name')}}, $attr >> >>Now trying hard to replicate the error . >> >> >I didn't try reproduce error yet. > >This change of couse will hide error, but it's a workaround because >AUTOLOAD sub MUST execute $attr->__Value('Name') finally when >$attr->Name is called, but AUTOLOAD also checks if field 'Name' exists >in $attr class. You see error this means check sometime fails for your >setups and/or special test cases. > >Roy and other, if this bug bite you too often you could use this >change to workaround problem. > > > >>Roy >> >>Joby Walker wrote: >> >> >> >>>-----BEGIN PGP SIGNED MESSAGE----- >>>Hash: SHA1 >>> >>>I have no idea how this could impact things but... >>> >>>I just installed the RT-OnlineDocs and to support it added >>>Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This caused >>>the exact same issues as Jim and Roy. When I backed out those two >>>packages, everything seems fine. >>> >>>Joby Walker >>>ITI SSG, University of Washington >>>- -- >>>PGP key: https://staff.washington.edu/joby/joby-u-pub.asc >>> >>> >>>Roy El-Hames wrote: >>> >>> >>> >>> >>>>Glad to see Ruslan as helpful a ever .. >>>>I get the same error in Querybuilder, not neccessary loading a saved >>>>search but when I when applying advanced search or adding a column to >>>>results , sometimes it correct it and other user just have to kill the >>>>browser and start again ..it happens with both IE and firefox .. >>>>The system is RT-3.4.4 , remost host mysql >>>>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 >>>> >>>>I mentioned it twice before and just thought I'll mention it again , is >>>>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very >>>>smoothly, now we having to restart mysql twice to 3 times a day .. >>>> >>>>Roy >>>> >>>>Ruslan Zakirov wrote: >>>> >>>> >>>> >>>> >>>> >>>>>On 10/3/05, Jim Rice wrote: >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>>>On 10/3/05, Jim Rice wrote: >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>>>I've seen similar postings in the archives, but no solution. >>>>>>>> >>>>>>>>New installation, nothing custom (yet), only one saved search. >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>SavedSearch is the reason of error. >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>>>>From Home page, click on Tickets and get: >>>>>>>> >>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. >>>>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) >>>>>>>> >>>>>>>>context: >>>>>>>>... >>>>>>>>492: else { >>>>>>>>493: my ( $package, $filename, $line ); >>>>>>>>494: ( $package, $filename, $line ) = caller; >>>>>>>>495: >>>>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line >>>>>>>>$line) >>>>>>>>\n"; >>>>>>>>497: } >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>> >>>>>> >>>>>>I thought it might be, but would you care to elaborate? >>>>>> >>>>>>Is it a bug? Is there a fix? Was it something I said? >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>As far as I understand you use >>>>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches >>>>>that is external contribution, if you read that page you'll see your >>>>>error there. >>>>> >>>>>I think Stephen may know about error more, Stephen? >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>> >>>>>>Thanks! >>>>>> >>>>>>-- >>>>>>Jim Rice >>>>>>by Design Publishing >>>>>>11626 N. Tracey Road >>>>>>Hayden, Idaho 83835 >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>-- >>>>>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 >>>> >>>> >>>> >>>> >>>-----BEGIN PGP SIGNATURE----- >>>Version: GnuPG v1.4.1 (GNU/Linux) >>>Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org >>> >>>iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID >>>+epbV4/9fifww/OOi74hLbk= >>>=Egn3 >>>-----END PGP SIGNATURE----- >>> >>> >>> >>> >>> >> >> > > >-- >Best regards, Ruslan. > > > From jesse at bestpractical.com Thu Oct 6 12:47:42 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Oct 2005 12:47:42 -0400 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <4345079E.6030700@lboro.ac.uk> References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> Message-ID: <20051006164742.GW22720@bestpractical.com> On Thu, Oct 06, 2005 at 12:16:46PM +0100, Stewart Tranter wrote: > Stewart Tranter wrote: > >Hello Everyone, > > > >I want to create my own Loughborough University English "po" file and I > >cannot remember how this should be done. I know it's got something to > >do with "extract-message-catalog", but that's about it. I've searched > >the wiki and list archives with no luck, can anyone give me a brief > >description of what needs to be done? > > > >I'm running RT 3.5.5 on FC4, Apache2, mod_perl 2.0.1, mysql 4.1.12, perl > > 5.8.6, HTML::Mason 1.3101. > > > > Surely someone can help me?? Pleeeeaaaassseeee! I will write a Wiki > entry when I learn how to do it! :) Create a new, empty .po file with a proper ISO language code. (You can rename it later). make extract-message-catalogs Viola. Jesse From jesse at bestpractical.com Thu Oct 6 12:48:59 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 6 Oct 2005 12:48:59 -0400 Subject: [rt-users] Can not create tickets In-Reply-To: References: Message-ID: <20051006164859.GX22720@bestpractical.com> On Thu, Oct 06, 2005 at 02:36:10PM +0200, Christian Theune wrote: > Hi, > > (I'm very sorry if this should be a double post. My mail program shows me > this message never arrived at the list) > > I just migrated from 2.0.15 to 3.4.3. Now I can't create any tickets > anymore. Neither via mail-gate nor via web-interface. > This is the error from the apache error_log: You didn't notice the bit about how you need to manually reset the sequences if you're upgrading from RT2 on Postgres. Please see the README in the migration toolset. Jesse From rpaderna at valueclick.com Thu Oct 6 12:52:39 2005 From: rpaderna at valueclick.com (Rey Paderna) Date: Thu, 6 Oct 2005 09:52:39 -0700 Subject: [rt-users] Custom Template In-Reply-To: <589c94400510051952j4eef29bex3cedf03b082b8abb@mail.gmail.com> References: <200510051545.25780.rpaderna@valueclick.com> <589c94400510051952j4eef29bex3cedf03b082b8abb@mail.gmail.com> Message-ID: <200510060952.39838.rpaderna@valueclick.com> Thanks so much Ruslan! You are correct: I forgot the fact that RT uses "strict". It works now. Its been a privilege to be advised by a Perl master! Thanks again. On Wednesday 05 October 2005 19:52, Ruslan Zakirov wrote: > On 10/6/05, Rey Paderna wrote: > > Hello List, > > > > I'm new to RT and am currently stuck. I'm creating a custom AutoReply > > template that needs to access a mysql db on another machine. I read that > > RT uses Text::Template so I am allowed to embed perl code in it. Since > > I'm a newbiem I didn't want to delve with scrips yet. Here is my > > template: > > > > ----START---- > > Subject: AutoReply: {$Ticket->Subject} > > > > > > Hello, > > > > Thank you for ....blah..blah.. > > > > { > > use DBI; > > $dbh=DBI->connect("DBI:mysql:db_name:1.2.3.4","user","pass",RaiseError => > > 1}); $sth1 = $dbh->prepare (qq{Select id from transac where email = > > "($Transaction->CreatorObj->EmailAddress)"}); > > $sth1->execute(); > > $userid = $sth1->fetchrow_array (); > > "$userid"; > > } > > IMHO code should look like(untested): > { > use DBI; > my $dbh = > DBI->connect("DBI:mysql:db_name:1.2.3.4","user","pass",RaiseError => 1}); > my $sth = $dbh->prepare ("Select id from transac where email = ?"); > $sth->execute( $Transaction->CreatorObj->EmailAddress ); > my ($userid) = $sth->fetchrow_array(); > "$userid"; > } > > > ---END--- > > > > When I send an email, it responds back with the correct SUbject and all > > but the body is blank. I've been trying to solve this since this morning > > to no avail. If anyone can point me the correct resource, I would really > > appreciate it. Thanks. > > Start from RT log, see http://wiki.bestpractical.com/?Debug > > > Rey > > > > > > _______________________________________________ > > 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. -- Rey Paderna Hi-Speed Media, Inc. a ValueClick Company 818.575.4738 From vance.vagell at audiumcorp.com Thu Oct 6 13:18:38 2005 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Thu, 06 Oct 2005 13:18:38 -0400 Subject: [rt-users] Upgraded 3.2.1 to 3.4.4, now no ticket text Message-ID: <1128619118.4960.14.camel@rhodium.audiumcorp.com> Hi all, I have a clone of a production 3.2.1 RT installation on my local machine, full DB and all. I upgraded it to 3.4.4 (latest version), following the instructions in the README file, including the database updates. The new version works relatively well (after I moved the local directory to local.old, since some of the old modifications break things), but the text of tickets do not show up now. For example, if you click on a ticket to bring it up, you do see the history of events for the ticket (i.e. emails that went out, CCs being added, etc.), but you do not see the actual ticket text. I also tried creating a new ticket, and the same problem occurs. I gave it some junk text, such as "asdkjaskdja", and when I view this ticket, there is no text listed. Additionally, I tried giving my user account every permission possible, and I still cannot see the body of the tickets. Any ideas? Thanks, Vance From vance.vagell at audiumcorp.com Thu Oct 6 13:31:13 2005 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Thu, 06 Oct 2005 13:31:13 -0400 Subject: [rt-users] Re: Upgraded 3.2.1 to 3.4.4, now no ticket text In-Reply-To: <1128619118.4960.14.camel@rhodium.audiumcorp.com> References: <1128619118.4960.14.camel@rhodium.audiumcorp.com> Message-ID: <1128619873.4960.18.camel@rhodium.audiumcorp.com> Hi again, I poked around a bit, and found that there are a series of errors logged in the apache error log each time I attempt to view a ticket. I see no errors in the web browser viewing the ticket, just no ticket body text. Here are the errors from apache (this repeats each time I try to view a ticket): [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /opt/rt3/lib/RT/Queue_Overlay.pm line 524., referer: http://localhost/rt/ [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /opt/rt3/lib/RT/Queue_Overlay.pm line 524., referer: http://localhost/rt/ [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 493., referer: http://localhost/rt/ [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x29ae380) couldn't execute the query 'SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.Created AS created FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = '5502')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND ((main.TransactionId = Transactions_1.id)) ' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 507., referer: http://localhost/rt/ [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 493., referer: http://localhost/rt/ [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x29ae380) couldn't execute the query 'SELECT DISTINCT main.Id AS id, main.Filename AS filename, main.ContentType AS contenttype, main.Headers AS headers, main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS contentencoding, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.Created AS created FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = '5502')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND ((main.TransactionId = Transactions_1.id)) ' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 507., referer: http://localhost/rt/ [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: Unknown column 'Transactions_1.Ticket' in 'where clause' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 493., referer: http://localhost/rt/ [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x29ae380) couldn't execute the query 'SELECT DISTINCT main.id AS id, main.Content AS content, main.ContentType AS contenttype, main.TransactionId AS transactionid, main.ContentEncoding AS contentencoding FROM Attachments main , Transactions Transactions_1, Tickets Tickets_2 WHERE ((Tickets_2.EffectiveId = '5502')) AND ((Transactions_1.Ticket = Tickets_2.id)) AND ((main.ContentType = 'text/plain')or(main.ContentType LIKE 'message/%')or(main.ContentType = 'text')) AND ((main.TransactionId = Transactions_1.id)) ' at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line 507., referer: http://localhost/rt/ I will continue trying to figure this out on my end, but any advice is greatly appreciated. - Vance On Thu, 2005-10-06 at 13:18 -0400, Vance Vagell wrote: > Hi all, > > I have a clone of a production 3.2.1 RT installation on my local > machine, full DB and all. I upgraded it to 3.4.4 (latest version), > following the instructions in the README file, including the database > updates. The new version works relatively well (after I moved the local > directory to local.old, since some of the old modifications break > things), but the text of tickets do not show up now. > > For example, if you click on a ticket to bring it up, you do see the > history of events for the ticket (i.e. emails that went out, CCs being > added, etc.), but you do not see the actual ticket text. I also tried > creating a new ticket, and the same problem occurs. I gave it some junk > text, such as "asdkjaskdja", and when I view this ticket, there is no > text listed. Additionally, I tried giving my user account every > permission possible, and I still cannot see the body of the tickets. > > Any ideas? > > Thanks, > Vance > > From jim.hogan at gmail.com Thu Oct 6 13:27:37 2005 From: jim.hogan at gmail.com (Jim Hogan) Date: Thu, 6 Oct 2005 10:27:37 -0700 Subject: [rt-users] RT virtual host config.... Message-ID: Hello, Mapping out my first RT install and I note how examples for RT config seem to assume separate virtual host for RT, especially in case of a FastCGI configuration. I am running Pubcookie-protected Apache virtual hosts -- SSL, thus IP-based, vhosts. Rather than add another IP host/subinterface for RT, I'd prefer to just add it to our existing intranet vhost. I'd also, to the extent possible, like to integrate with the anchor application on that vhost, Xaraya. Do I face any gotchas down the road that maybe I am just not thinking of? Likewise, I wonder if folks have just installed RT under an existing Webroot to inherit (to some extent) that virtual host's directives.... Your thoughts appreciated. Cheers, Jim -- -*- Jim Hogan Seattle, WA -------------- next part -------------- An HTML attachment was scrubbed... URL: From checkpoint at ozbergs.com Thu Oct 6 14:16:32 2005 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 06 Oct 2005 11:16:32 -0700 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues Message-ID: <43456A00.7090700@ozbergs.com> All, I'm attempting to upgrade RT from 3.4.3 to 3.4.4 and am having problems with the mod_perl2 requirements. I'm running RT on a Fedora Core 4 box that's running Apache/2.0.53 (httpd-2.0.53-3.3) but with mod_perl1 (mod_perl-1.99_16-3). I have looked around for rpms to upgrade to mod_perl2, but I can't find any. What have other FC4 users done?? Any advice?! -Stevo From vance.vagell at audiumcorp.com Thu Oct 6 14:33:05 2005 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Thu, 06 Oct 2005 14:33:05 -0400 Subject: [rt-users] Re: Upgraded 3.2.1 to 3.4.4, now no ticket text In-Reply-To: <1128619873.4960.18.camel@rhodium.audiumcorp.com> References: <1128619118.4960.14.camel@rhodium.audiumcorp.com> <1128619873.4960.18.camel@rhodium.audiumcorp.com> Message-ID: <1128623586.4960.21.camel@rhodium.audiumcorp.com> Problem solved. After much searching, I found this old thread from rt- users: http://www.gossamer-threads.com/lists/rt/users/44913?page=last The solution is to erase the /opt/rt3/var/mason_data/obj directory. Regards, Vance On Thu, 2005-10-06 at 13:31 -0400, Vance Vagell wrote: > Hi again, > > I poked around a bit, and found that there are a series of errors logged > in the apache error log each time I attempt to view a ticket. I see no > errors in the web browser viewing the ticket, just no ticket body text. > Here are the errors from apache (this repeats each time I try to view a > ticket): > > [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: Queue->CustomFields is > deprecated, use Queue->TicketCustomFields instead > at /opt/rt3/lib/RT/Queue_Overlay.pm line 524., referer: > http://localhost/rt/ > [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: Queue->CustomFields is > deprecated, use Queue->TicketCustomFields instead > at /opt/rt3/lib/RT/Queue_Overlay.pm line 524., referer: > http://localhost/rt/ > [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: > Unknown column 'Transactions_1.Ticket' in 'where clause' > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > 493., referer: http://localhost/rt/ > [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x29ae380) > couldn't execute the query 'SELECT DISTINCT main.Id AS id, main.Filename > AS filename, main.ContentType AS contenttype, main.Headers AS headers, > main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS > contentencoding, main.ContentType AS contenttype, main.TransactionId AS > transactionid, main.Created AS created FROM Attachments main , > Transactions Transactions_1, Tickets Tickets_2 WHERE > ((Tickets_2.EffectiveId = '5502')) AND ((Transactions_1.Ticket = > Tickets_2.id)) AND ((main.TransactionId = Transactions_1.id)) ' > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > 507., referer: http://localhost/rt/ > [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: > Unknown column 'Transactions_1.Ticket' in 'where clause' > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > 493., referer: http://localhost/rt/ > [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x29ae380) > couldn't execute the query 'SELECT DISTINCT main.Id AS id, main.Filename > AS filename, main.ContentType AS contenttype, main.Headers AS headers, > main.Subject AS subject, main.Parent AS parent, main.ContentEncoding AS > contentencoding, main.ContentType AS contenttype, main.TransactionId AS > transactionid, main.Created AS created FROM Attachments main , > Transactions Transactions_1, Tickets Tickets_2 WHERE > ((Tickets_2.EffectiveId = '5502')) AND ((Transactions_1.Ticket = > Tickets_2.id)) AND ((main.TransactionId = Transactions_1.id)) ' > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > 507., referer: http://localhost/rt/ > [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: DBD::mysql::st execute failed: > Unknown column 'Transactions_1.Ticket' in 'where clause' > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > 493., referer: http://localhost/rt/ > [Thu Oct 06 13:27:23 2005] [error] [client 127.0.0.1] FastCGI: server > "/opt/rt3/bin/mason_handler.fcgi" stderr: RT::Handle=HASH(0x29ae380) > couldn't execute the query 'SELECT DISTINCT main.id AS id, main.Content > AS content, main.ContentType AS contenttype, main.TransactionId AS > transactionid, main.ContentEncoding AS contentencoding FROM Attachments > main , Transactions Transactions_1, Tickets Tickets_2 WHERE > ((Tickets_2.EffectiveId = '5502')) AND ((Transactions_1.Ticket = > Tickets_2.id)) AND ((main.ContentType = 'text/plain')or(main.ContentType > LIKE 'message/%')or(main.ContentType = 'text')) AND ((main.TransactionId > = Transactions_1.id)) ' > at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Handle.pm line > 507., referer: http://localhost/rt/ > > I will continue trying to figure this out on my end, but any advice is > greatly appreciated. > > - Vance > > On Thu, 2005-10-06 at 13:18 -0400, Vance Vagell wrote: > > Hi all, > > > > I have a clone of a production 3.2.1 RT installation on my local > > machine, full DB and all. I upgraded it to 3.4.4 (latest version), > > following the instructions in the README file, including the database > > updates. The new version works relatively well (after I moved the local > > directory to local.old, since some of the old modifications break > > things), but the text of tickets do not show up now. > > > > For example, if you click on a ticket to bring it up, you do see the > > history of events for the ticket (i.e. emails that went out, CCs being > > added, etc.), but you do not see the actual ticket text. I also tried > > creating a new ticket, and the same problem occurs. I gave it some junk > > text, such as "asdkjaskdja", and when I view this ticket, there is no > > text listed. Additionally, I tried giving my user account every > > permission possible, and I still cannot see the body of the tickets. > > > > Any ideas? > > > > Thanks, > > Vance > > > > From jra at baylink.com Thu Oct 6 14:47:47 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 6 Oct 2005 14:47:47 -0400 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <20051006164742.GW22720@bestpractical.com>; from Jesse Vincent on Thu, Oct 06, 2005 at 12:47:42PM -0400 References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> <20051006164742.GW22720@bestpractical.com> Message-ID: <20051006144747.A657@cgi.jachomes.com> On Thu, Oct 06, 2005 at 12:47:42PM -0400, Jesse Vincent wrote: > Create a new, empty .po file with a proper ISO language code. (You can > rename it later). > > make extract-message-catalogs > > Viola. I prefer cellos, myself. Cheers, -- jr ':-)' a -- 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 tmaciak at ci.grand-rapids.mi.us Thu Oct 6 15:03:54 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Thu, 6 Oct 2005 15:03:54 -0400 Subject: [rt-users] Rt-crontool - escalate priority Message-ID: <"H0000c1a00787867.1128625433.frozone.grand-rapids.mi.us*"@MHS> Well I found out if I run the script as "root" from the linux box with this command: ./rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg "Queue Name" --action RT::Action::EscalatePriority Then it works. If I do it in cron with this command: Cron /opt/rt3/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg "Queue Name" --action RT::Action::EscalatePriority X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: Can't call method "Rollback" on an undefined value at /opt/rt3/local/lib/RT_Local.pm line 111. Anyone have any ideas or suggestions? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Maciak, TJ Sent: Thursday, October 06, 2005 9:54 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Rt-crontool - escalate priority I am trying to get the escalate priority script working by using rt-crontool in my linux box Root crontab. This is what I have placed in the crontab to run: */2 * * * * /opt/rt3/bin/rt-crontool --action RT::Action::EscalatePriority Following are the results I get from cron: X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: Can't call method "Rollback" on an undefined value at /opt/rt3/local/lib/RT_Local.pm line 111.T.J. Maciak Anybody have any ideas? I have read something about a rt-user account, but I don?t have one of these. The only accounts I have On RT are: root and RT_System. On my linux box, rt is run as user "apache" via root. Any help is appreciated. Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com 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 Oct 6 15:28:17 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 6 Oct 2005 15:28:17 -0400 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <43456A00.7090700@ozbergs.com>; from Stevo on Thu, Oct 06, 2005 at 11:16:32AM -0700 References: <43456A00.7090700@ozbergs.com> Message-ID: <20051006152817.A1278@cgi.jachomes.com> On Thu, Oct 06, 2005 at 11:16:32AM -0700, Stevo wrote: > I'm attempting to upgrade RT from 3.4.3 to 3.4.4 and am having problems > with the mod_perl2 requirements. I'm running RT on a Fedora Core 4 box > that's running Apache/2.0.53 (httpd-2.0.53-3.3) but with mod_perl1 > (mod_perl-1.99_16-3). The problem with mod_perl2 is that its API semantics changed along the way. I *thought* 3.4.2 was the first one that required the new semantics, and I *thought* that _16 was new enough. mod_perl 1.99 *is* mod_perl 2, except that it still has the old mp1 lookalike API. IE: I wouldn't have expected you'd have problems (at least that problem), given that combination. Though I might be misremembering where the fences are. You might check the ML archive for mod_perl, and I *think* the wiki page on this has been re-re-updated to properly reflect current reality. 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 travis.campbell at amd.com Thu Oct 6 15:32:18 2005 From: travis.campbell at amd.com (Travis Campbell) Date: Thu, 6 Oct 2005 14:32:18 -0500 Subject: [rt-users] RT::Interface::Web_Local.pm is killing me In-Reply-To: <4344588B.7000200@u.washington.edu> References: <434456C9.4050207@u.washington.edu> <20051005224704.GP22720@bestpractical.com> <4344588B.7000200@u.washington.edu> Message-ID: <20051006193218.GD25371@mpdtxmail.amd.com> On Wed, Oct 05, 2005 at 03:49:47PM -0700, Joby Walker wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > /data/perl/bin/perl -I/data/rt/local/lib -I/data/rt/lib -c Web_Local.pm > Web_Local.pm syntax OK > I've had this trip me up a few times when overlaying pieces of the API. Each time, it ended up that I was specifying the package incorrectly, eg: package RT::Interface::Web_Local; instead of package RT::Interface::Web; Are you possibly doing this? 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 tmaciak at ci.grand-rapids.mi.us Thu Oct 6 15:34:25 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Thu, 6 Oct 2005 15:34:25 -0400 Subject: [rt-users] Rt-crontool - escalate priority Message-ID: <"H0000c1a0078786b.1128627264.frozone.grand-rapids.mi.us*"@MHS> I got it to work. It was an environment variable issue. Once I set the stuff for Oracle up then root was able to process it. T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Maciak, TJ Sent: Thursday, October 06, 2005 3:04 PM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Rt-crontool - escalate priority Well I found out if I run the script as "root" from the linux box with this command: ./rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg "Queue Name" --action RT::Action::EscalatePriority Then it works. If I do it in cron with this command: Cron /opt/rt3/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue --search-arg "Queue Name" --action RT::Action::EscalatePriority X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: Can't call method "Rollback" on an undefined value at /opt/rt3/local/lib/RT_Local.pm line 111. Anyone have any ideas or suggestions? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 -----Original Message----- From: Maciak, TJ Sent: Thursday, October 06, 2005 9:54 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Rt-crontool - escalate priority I am trying to get the escalate priority script working by using rt-crontool in my linux box Root crontab. This is what I have placed in the crontab to run: */2 * * * * /opt/rt3/bin/rt-crontool --action RT::Action::EscalatePriority Following are the results I get from cron: X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: X-Cron-Env: Can't call method "Rollback" on an undefined value at /opt/rt3/local/lib/RT_Local.pm line 111.T.J. Maciak Anybody have any ideas? I have read something about a rt-user account, but I don?t have one of these. The only accounts I have On RT are: root and RT_System. On my linux box, rt is run as user "apache" via root. Any help is appreciated. Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com 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 sturner at MIT.EDU Thu Oct 6 15:41:57 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Thu, 06 Oct 2005 15:41:57 -0400 Subject: [rt-users] RT::Interface::Web_Local.pm is killing me In-Reply-To: <20051006193218.GD25371@mpdtxmail.amd.com> References: <434456C9.4050207@u.washington.edu> <20051005224704.GP22720@bestpractical.com> <4344588B.7000200@u.washington.edu> <20051006193218.GD25371@mpdtxmail.amd.com> Message-ID: <6.2.1.2.2.20051006153814.03108ed8@po14.mit.edu> At Thursday 10/6/2005 03:32 PM, Travis Campbell wrote: >I've had this trip me up a few times when overlaying pieces of the API. Each >time, it ended up that I was specifying the package incorrectly, eg: > > package RT::Interface::Web_Local; > >instead of > > package RT::Interface::Web; > >Are you possibly doing this? I've never had to do this when overlaying the perl code - I generally copy the whole file to local and change the code I need to without worrying about the package name. Joby - I'm sure you've checked file ownership & permissions. Do you have more than one RT running on the machine? If so, could you have stopped & started the wrong apache instance after making changes? Steve From rtusers at memory.blank.org Thu Oct 6 15:42:30 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Thu, 6 Oct 2005 15:42:30 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <43440A6C.5060002@verizon.net> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <43440A6C.5060002@verizon.net> Message-ID: <20051006194230.GM34233@blank.org> In the immortal words of Max (btmanmeh at verizon.net): > > Did you just create an RT user within RT? I'm confused as to what I'm > doing differently than everyone else. Yup, created an "svn" user in RT. That was pretty much it. -n ------------------------------------------------------------ "When I was in college, there were certain words you couldn't say in front of a girl. Now you can say them, but you can't say 'girl.'" (-- Tom Lehrer) ---------------------------------------------------- From joby at u.washington.edu Thu Oct 6 15:46:46 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 06 Oct 2005 12:46:46 -0700 Subject: [rt-users] RT::Interface::Web_Local.pm is killing me In-Reply-To: <6.2.1.2.2.20051006153814.03108ed8@po14.mit.edu> References: <434456C9.4050207@u.washington.edu> <20051005224704.GP22720@bestpractical.com> <4344588B.7000200@u.washington.edu> <20051006193218.GD25371@mpdtxmail.amd.com> <6.2.1.2.2.20051006153814.03108ed8@po14.mit.edu> Message-ID: <43457F26.1060009@u.washington.edu> Stephen Turner wrote: > I've never had to do this when overlaying the perl code - I generally > copy the whole file to local and change the code I need to without > worrying about the package name. > > Joby - I'm sure you've checked file ownership & permissions. Do you have > more than one RT running on the machine? If so, could you have stopped & > started the wrong apache instance after making changes? > Yup. Very annoying. We ended up pulling the code -- we tested it by pushing to Web.pm and it still wasn't working. We just don't have the time to hassle with this right now -- we have a couple groups just about to go live on RT so we need to be focused on keeping the system stable and useful. We'll revisit this later when we have some spare time. jbw From checkpoint at ozbergs.com Thu Oct 6 15:49:55 2005 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 06 Oct 2005 12:49:55 -0700 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <20051006152817.A1278@cgi.jachomes.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> Message-ID: <43457FE3.7060400@ozbergs.com> Jay R. Ashworth wrote: > The problem with mod_perl2 is that its API semantics changed along the > way. I *thought* 3.4.2 was the first one that required the new > semantics, and I *thought* that _16 was new enough. mod_perl 1.99 *is* > mod_perl 2, except that it still has the old mp1 lookalike API. > > IE: I wouldn't have expected you'd have problems (at least that > problem), given that combination. Though I might be misremembering > where the fences are. You might check the ML archive for mod_perl, and > I *think* the wiki page on this has been re-re-updated to properly > reflect current reality. > Here is the error I get after attempting the upgrade: [Thu Oct 06 12:48:07 2005] [error] RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0 at /usr/local/rt3/bin/webmux.pl line 59.\nBEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl line 63.\nCompilation failed in require at (eval 2) line 1.\n [Thu Oct 06 12:48:07 2005] [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl for server itsupport.omneon.local:0, exiting... I had a look around on the wiki site but couldn't find anything right away! I'll keep digging. Stevo From barnesaw at ucrwcu.rwc.uc.edu Thu Oct 6 16:01:02 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 06 Oct 2005 16:01:02 -0400 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <43457FE3.7060400@ozbergs.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> Message-ID: <4345827E.5050806@ucrwcu.rwc.uc.edu> mod_perl-1.99 is not mod_perl, it is mod_perl2. The 1.99 series was the beta for 2.0xxxx. You need to upgrade mod_perl or switch to mod_fastcgi. Stevo wrote: > Jay R. Ashworth wrote: >> The problem with mod_perl2 is that its API semantics changed along the >> way. I *thought* 3.4.2 was the first one that required the new >> semantics, and I *thought* that _16 was new enough. mod_perl 1.99 *is* >> mod_perl 2, except that it still has the old mp1 lookalike API. >> >> IE: I wouldn't have expected you'd have problems (at least that >> problem), given that combination. Though I might be misremembering >> where the fences are. You might check the ML archive for mod_perl, and >> I *think* the wiki page on this has been re-re-updated to properly >> reflect current reality. >> > > Here is the error I get after attempting the upgrade: > > [Thu Oct 06 12:48:07 2005] [error] RT does not support mod_perl 1.99. > Please upgrade to mod_perl 2.0 at /usr/local/rt3/bin/webmux.pl line > 59.\nBEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl > line 63.\nCompilation failed in require at (eval 2) line 1.\n > > [Thu Oct 06 12:48:07 2005] [error] Can't load Perl file: > /usr/local/rt3/bin/webmux.pl for server itsupport.omneon.local:0, > exiting... > > I had a look around on the wiki site but couldn't find anything right > away! I'll keep digging. > > Stevo > _______________________________________________ > 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 shildret at scotth.emsphone.com Thu Oct 6 16:04:07 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Thu, 06 Oct 2005 15:04:07 -0500 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <43457FE3.7060400@ozbergs.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> Message-ID: <1128629047.40958.13.camel@scotth.emsphone.com> On Thu, 2005-10-06 at 12:49 -0700, Stevo wrote: > Jay R. Ashworth wrote: > > The problem with mod_perl2 is that its API semantics changed along the > > way. I *thought* 3.4.2 was the first one that required the new > > semantics, and I *thought* that _16 was new enough. mod_perl 1.99 *is* > > mod_perl 2, except that it still has the old mp1 lookalike API. > > > > IE: I wouldn't have expected you'd have problems (at least that > > problem), given that combination. Though I might be misremembering > > where the fences are. You might check the ML archive for mod_perl, and > > I *think* the wiki page on this has been re-re-updated to properly > > reflect current reality. > > > > Here is the error I get after attempting the upgrade: > > [Thu Oct 06 12:48:07 2005] [error] RT does not support mod_perl 1.99. > Please upgrade to mod_perl 2.0 at /usr/local/rt3/bin/webmux.pl line > 59.\nBEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl > line 63.\nCompilation failed in require at (eval 2) line 1.\n > > [Thu Oct 06 12:48:07 2005] [error] Can't load Perl file: > /usr/local/rt3/bin/webmux.pl for server itsupport.omneon.local:0, exiting... > > I had a look around on the wiki site but couldn't find anything right > away! I'll keep digging. > Just curious, what are you looking for? You need to upgrade your mod_perl and probably Html::Mason. Version 1.99 is not supported as stated in the error message. > Stevo > _______________________________________________ > 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 -- Scott T. Hildreth From laxplayer at earthlink.net Thu Oct 6 16:13:55 2005 From: laxplayer at earthlink.net (Jeremy Stinson) Date: Thu, 6 Oct 2005 16:13:55 -0400 Subject: [rt-users] Question about Query Builder Message-ID: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com> All, Sorry if this has been answered before but I am rather new to RT (good product though). I have created a couple of queues for some customers and assigned a group restricted permissions to these queues. When a "rights restricted" user goes into query builder they will only see the Queues that they are part of. But, they have the ability to see all Owners, especially those who do not have rights to the queue. My guess is that this is because the tool wasn't designed to allow "customers" to access their queues as an unrestricted user. If this is the case, then it is fine, I might just have to hack at the perl. If "customers" are supposed to be restricted users, then is there a way to have them be able to see ALL of the tickets that are part of their queue and not just the ones that are owned by them??? Thanks in advance for your help and sorry for my ignorance. PS I did do some looking around to find these answers, I just was not able to find them in the WIKIs or the archives. Thanks, Jeremy From btmanmeh at verizon.net Thu Oct 6 16:25:45 2005 From: btmanmeh at verizon.net (Max) Date: Thu, 06 Oct 2005 16:25:45 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <20051006194230.GM34233@blank.org> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <43440A6C.5060002@verizon.net> <20051006194230.GM34233@blank.org> Message-ID: <43458849.3040805@verizon.net> Nathan J. Mehl wrote: > In the immortal words of Max (btmanmeh at verizon.net): > >>Did you just create an RT user within RT? I'm confused as to what I'm >>doing differently than everyone else. > > > Yup, created an "svn" user in RT. That was pretty much it. I'm still fighting with mine. Logs are showing my rt-svn user logging in successfully when I call the curl http location, however it's dumping the error I had originally posted as an unknown user. Is it possible for the code to be cached somewhere that it's calling and messing me up? Any other ideas? Max From rt at vtwireless.com Thu Oct 6 16:33:27 2005 From: rt at vtwireless.com (Stan) Date: Thu, 06 Oct 2005 16:33:27 -0400 Subject: [rt-users] RTFM email updates Message-ID: <43458A17.409@vtwireless.com> I would like certain users (or all users, or a list, anything) to be emailed when changes are made to an RTFM object, or a new object is created. Is there any functionality built into RTFM that I don't see that allows this? If not, does anyone have a custom script that does the same? Thanks! Stan From empireofjade at hotmail.com Thu Oct 6 16:22:17 2005 From: empireofjade at hotmail.com (John Knag) Date: Thu, 06 Oct 2005 13:22:17 -0700 Subject: [rt-users] On Transaction access to Transaction Custom Fields In-Reply-To: <20051006195020.A2BD74D829D@diesel.bestpractical.com> Message-ID: Hello, I've seen this question kicked around the mailing list, but I haven't seen a definative answer. Is it possible to access a transaction custom field in an on transaction scrip in RT 3.4.4? I have a Transaction custom field called "CF" I have the following scrip: Custom condition: if ($self->TransactionObj->TimeTaken > 0) { return 1; } else { return undef; } #works fine Custom action prep code: return 1; Custom action cleanup code: my $cfc = $self->TransactionObj->FirstCustomFieldValue('CF'); $RT::Logger->error($cfc); I don't get any output to the log. I read that this was a bug with 3.4.2 that it didn't update the custom field values before executing the scrips for a transaction, but that this was fixed in 3.4.3. Has anyone been able to do this? Is there a patch for 3.4.4 that I've missed that covers this? I'd love some help. Thanks, John Knag GC InfoTech, LLC From scollins at liquidweb.com Thu Oct 6 16:43:42 2005 From: scollins at liquidweb.com (steven collins) Date: Thu, 6 Oct 2005 16:43:42 -0400 Subject: [rt-users] auto merging tickets In-Reply-To: <1128574597.29587.2.camel@snowcrash> References: <1128574597.29587.2.camel@snowcrash> Message-ID: <20051006204342.GA13278@email.liquidweb.com> nm. I got it. Thanks everyone :) sorry for the list clutter. -steven * scollins (scollins at liquidweb.com) wrote: > Is there a way to auto merge tickets with the same subject line (for > instance when a user opens multiple tickets in a row)? Or is there a > simple mysql command that I'm lacking that might accomplish this for > me? From checkpoint at ozbergs.com Thu Oct 6 16:50:20 2005 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 06 Oct 2005 13:50:20 -0700 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <1128629047.40958.13.camel@scotth.emsphone.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> Message-ID: <43458E0C.7030509@ozbergs.com> Scott T. Hildreth wrote: > Just curious, what are you looking for? You need to upgrade your > mod_perl and probably Html::Mason. Version 1.99 is not supported > as stated in the error message. > I'm after some advice on upgrading to mod_perl2. I can't seem to find an rpm for FC4 - so I was wondering what the best plan of action is to get upgraded from mod_perl 1.99 to 2.0. From scollins at liquidweb.com Thu Oct 6 16:36:13 2005 From: scollins at liquidweb.com (steven collins) Date: Thu, 6 Oct 2005 16:36:13 -0400 Subject: [rt-users] auto merging tickets In-Reply-To: <0E9B82BD39F14D4FB8BADB8CED81744F2151@tio-mail.tiosky.com> References: <0E9B82BD39F14D4FB8BADB8CED81744F2151@tio-mail.tiosky.com> Message-ID: <20051006203612.GA12465@email.liquidweb.com> I tried to add the code from: http://archives.free.net.ph/message/20040319.180325.27528377.en.html Into the "new scripts" section but it just returns "Action not found". It seemed simple enough so I must be doing something wrong. Anyone want to point me in the right direction? -steven * Marc A. Runkel (marc at tiosky.com) wrote: > Search for "NAGIOS" on the wiki and you'll find a scrip that can be tailored to do what you need. > > m. > > ________________________________ > > From: rt-users-bounces at lists.bestpractical.com on behalf of scollins > Sent: Wed 10/5/2005 9:56 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] auto merging tickets > > > > Is there a way to auto merge tickets with the same subject line (for > instance when a user opens multiple tickets in a row)? Or is there a > simple mysql command that I'm lacking that might accomplish this for > me? > From shildret at scotth.emsphone.com Thu Oct 6 17:06:13 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Thu, 06 Oct 2005 16:06:13 -0500 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <43458E0C.7030509@ozbergs.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> <43458E0C.7030509@ozbergs.com> Message-ID: <1128632773.40958.22.camel@scotth.emsphone.com> Have you set up CPAN ? If so I would use 'make testdeps' to see what needs to be upgraded/installed and then 'make fixdeps' to upgrade/install. On Thu, 2005-10-06 at 13:50 -0700, Stevo wrote: > Scott T. Hildreth wrote: > > Just curious, what are you looking for? You need to upgrade your > > mod_perl and probably Html::Mason. Version 1.99 is not supported > > as stated in the error message. > > > > I'm after some advice on upgrading to mod_perl2. I can't seem to find > an rpm for FC4 - so I was wondering what the best plan of action is to > get upgraded from mod_perl 1.99 to 2.0. > > > _______________________________________________ > 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 -- Scott T. Hildreth From shildret at scotth.emsphone.com Thu Oct 6 17:10:39 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Thu, 06 Oct 2005 16:10:39 -0500 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <1128632773.40958.22.camel@scotth.emsphone.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> <43458E0C.7030509@ozbergs.com> <1128632773.40958.22.camel@scotth.emsphone.com> Message-ID: <1128633039.40958.27.camel@scotth.emsphone.com> mod_perl2 is going to ask for the location of the apxs program, I believe it searches /usr/local/apache2/bin by default, so make sure that the rpm installed it. On Thu, 2005-10-06 at 16:06 -0500, Scott T. Hildreth wrote: > Have you set up CPAN ? If so I would use 'make testdeps' to see what > needs to be upgraded/installed and then 'make fixdeps' to > upgrade/install. > > > On Thu, 2005-10-06 at 13:50 -0700, Stevo wrote: > > Scott T. Hildreth wrote: > > > Just curious, what are you looking for? You need to upgrade your > > > mod_perl and probably Html::Mason. Version 1.99 is not supported > > > as stated in the error message. > > > > > > > I'm after some advice on upgrading to mod_perl2. I can't seem to find > > an rpm for FC4 - so I was wondering what the best plan of action is to > > get upgraded from mod_perl 1.99 to 2.0. > > > > > > _______________________________________________ > > 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 -- Scott T. Hildreth From bradp at newmediagateway.com Thu Oct 6 17:15:15 2005 From: bradp at newmediagateway.com (Brad Pinkston) Date: Thu, 6 Oct 2005 16:15:15 -0500 Subject: [rt-users] Custom Fields Form Message-ID: <002e01c5cabb$0bf1d3a0$800101df@bradp> Sorry to ask such a basic question, but I'm new to RT3 and want to create a form for each of five queues with the ability to input values into custom fields. What is the best way to do this? Is there a special format for the email when using mailgate? Do I need to build a form that accesses the DB directly? Please advise. 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 -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 3398 bytes Desc: not available URL: From les at futuresource.com Thu Oct 6 18:29:54 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 06 Oct 2005 17:29:54 -0500 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <43458E0C.7030509@ozbergs.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> <43458E0C.7030509@ozbergs.com> Message-ID: <1128637794.19537.213.camel@moola.futuresource.com> On Thu, 2005-10-06 at 15:50, Stevo wrote: > Scott T. Hildreth wrote: > > Just curious, what are you looking for? You need to upgrade your > > mod_perl and probably Html::Mason. Version 1.99 is not supported > > as stated in the error message. > > > > I'm after some advice on upgrading to mod_perl2. I can't seem to find > an rpm for FC4 - so I was wondering what the best plan of action is to > get upgraded from mod_perl 1.99 to 2.0. Just curious: do you have some particular reason for wanting mod_perl instead of fastcgi which eliminates some of the version dependencies? -- Les Mikesell les at futuresource.com From barnesaw at ucrwcu.rwc.uc.edu Thu Oct 6 19:29:18 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 06 Oct 2005 19:29:18 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <43458849.3040805@verizon.net> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <43440A6C.5060002@verizon.net> <20051006194230.GM34233@blank.org> <43458849.3040805@verizon.net> Message-ID: <4345B34E.4060501@ucrwcu.rwc.uc.edu> Max wrote: > Nathan J. Mehl wrote: >> In the immortal words of Max (btmanmeh at verizon.net): >> >>> Did you just create an RT user within RT? I'm confused as to what >>> I'm doing differently than everyone else. >> >> >> Yup, created an "svn" user in RT. That was pretty much it. > > I'm still fighting with mine. Logs are showing my rt-svn user logging > in successfully when I call the curl http location, however it's > dumping the error I had originally posted as an unknown user. Is it > possible for the code to be cached somewhere that it's calling and > messing me up? Try deleting rtdir/var/mason_data/* > > Any other ideas? > > 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 -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From btmanmeh at verizon.net Thu Oct 6 19:54:17 2005 From: btmanmeh at verizon.net (Max) Date: Thu, 06 Oct 2005 19:54:17 -0400 Subject: [rt-users] rt svn integration? In-Reply-To: <4345B34E.4060501@ucrwcu.rwc.uc.edu> References: <43419F38.9030608@verizon.net> <20051004175825.GC34233@blank.org> <43440A6C.5060002@verizon.net> <20051006194230.GM34233@blank.org> <43458849.3040805@verizon.net> <4345B34E.4060501@ucrwcu.rwc.uc.edu> Message-ID: <4345B929.5070307@verizon.net> Drew Barnes wrote: > Try deleting rtdir/var/mason_data/* That got rid of the cached code it's calling, because a change I had made to PullUpdate.html for a test popped up. It's still bitching about the unknown user error though. Is it possible there's something messed up with the user I created within RT? Max From checkpoint at ozbergs.com Thu Oct 6 21:49:54 2005 From: checkpoint at ozbergs.com (Stevo) Date: Thu, 06 Oct 2005 18:49:54 -0700 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <1128637794.19537.213.camel@moola.futuresource.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> <43458E0C.7030509@ozbergs.com> <1128637794.19537.213.camel@moola.futuresource.com> Message-ID: <4345D442.5090303@ozbergs.com> Guys, My Apache is hosed and I need some help!! I was running mod_perl1.99 and I upgraded to mod_perl2 and now when I try to start apache I get the following error: [Thu Oct 06 17:59:13 2005] [error] Can't locate Apache2.pm in @INC (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 195) line 3.\n [Thu Oct 06 17:59:13 2005] [error] Can't load Perl module Apache2 for server itsupport.omneon.local:0, exiting... Where do I find Apache2.pm?? -Stevo From jra at baylink.com Fri Oct 7 00:13:45 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 7 Oct 2005 00:13:45 -0400 Subject: [rt-users] Custom Fields Form In-Reply-To: <002e01c5cabb$0bf1d3a0$800101df@bradp>; from Brad Pinkston on Thu, Oct 06, 2005 at 04:15:15PM -0500 References: <002e01c5cabb$0bf1d3a0$800101df@bradp> Message-ID: <20051007001345.F3405@cgi.jachomes.com> On Thu, Oct 06, 2005 at 04:15:15PM -0500, Brad Pinkston wrote: > Sorry to ask such a basic question, but I'm new to RT3 and want to create a > form for each of five queues with the ability to input values into custom > fields. What is the best way to do this? Is there a special format for the > email when using mailgate? Do I need to build a form that accesses the DB > directly? It sounds like you want to create five separate custom ticket entry forms, for users whom you don't want to be privileged (entering their tickets into RT directly); is that it? If so, yeah, just building an appropriately formatted email and shipping it to mailgate is one approach; using the commandline tool is another; I would have *sworn* I'd seen some detail on that on the wiki, but I can't find it just now. Notes on the mailgate format should be in there, too. Cheers, -- jra -- Jay R. Ashworth jra at baylink.com Designer Baylink RFC 2100 Ashworth & Associates The Things I Think '87 e24 St Petersburg FL USA http://baylink.pitas.com +1 727 647 1274 "NPR has a lot in common with Nascar... we both turn to the left." - Peter Sagal, on Wait Wait, Don't Tell Me! From andy at wildbrain.com Fri Oct 7 01:02:01 2005 From: andy at wildbrain.com (Andrew Moran) Date: Thu, 06 Oct 2005 22:02:01 -0700 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <4345D442.5090303@ozbergs.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> <43458E0C.7030509@ozbergs.com> <1128637794.19537.213.camel@moola.futuresource.com> <4345D442.5090303@ozbergs.com> Message-ID: <43460149.5010809@wildbrain.com> Steve, It's part of the mod_perl rpm: basic [root at constantinople ~]$ rpm -qf /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi/Bundle/Apache2.pm mod_perl-2.0.1-1.fc4 You said earlier you couldn't find an RPM for it. There is one in the FC4 updates: http://download.fedora.redhat.com/pub/fedora/linux/core/updates/4/i386/mod_perl-2.0.1-1.fc4.i386.rpm Check http://fedora.redhat.com for other versions if you aren't using i386. Is this the method you used to upgrade? --Andy Stevo wrote: > Guys, > > My Apache is hosed and I need some help!! I was running mod_perl1.99 > and I upgraded to mod_perl2 and now when I try to start apache I get > the following error: > > [Thu Oct 06 17:59:13 2005] [error] Can't locate Apache2.pm in @INC > (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/lib/perl5/vendor_perl > /usr/lib/perl5/5.8.6/i386-linux-thread-multi /usr/lib/perl5/5.8.6 . > /etc/httpd) at (eval 195) line 3.\n > [Thu Oct 06 17:59:13 2005] [error] Can't load Perl module Apache2 for > server itsupport.omneon.local:0, exiting... > > Where do I find Apache2.pm?? > > -Stevo > > > _______________________________________________ > 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 Fri Oct 7 06:03:06 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Fri, 07 Oct 2005 11:03:06 +0100 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <43456A00.7090700@ozbergs.com> References: <43456A00.7090700@ozbergs.com> Message-ID: <434647DA.90502@lboro.ac.uk> Stevo wrote: > All, > > I'm attempting to upgrade RT from 3.4.3 to 3.4.4 and am having problems > with the mod_perl2 requirements. I'm running RT on a Fedora Core 4 box > that's running Apache/2.0.53 (httpd-2.0.53-3.3) but with mod_perl1 > (mod_perl-1.99_16-3). > > I have looked around for rpms to upgrade to mod_perl2, but I can't find > any. What have other FC4 users done?? Any advice?! > > -Stevo I've just written an FC4 install guide and it's on the wiki, if that's any help. You can yum upgrade mod_perl, or at least I was able to. Manually compiling it is a bit of a nightmare IIRC. HTML::Mason is CPANable. Stewart From S.G.Tranter at lboro.ac.uk Fri Oct 7 06:45:08 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Fri, 07 Oct 2005 11:45:08 +0100 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <20051006164742.GW22720@bestpractical.com> References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> <20051006164742.GW22720@bestpractical.com> Message-ID: <434651B4.6030709@lboro.ac.uk> Jesse Vincent wrote: > > Create a new, empty .po file with a proper ISO language code. (You can > rename it later). > > make extract-message-catalogs > I'm going to need more help I'm afraid! :(( Where do I need touch the empty.po file? Is there not something I need to download or configure in order that "make extract-message-catalogs" works? At the moment I'm getting "make: *** No rule to make target `extract-message-catalogs'. Stop." Thanks again, 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 phil.labonte at transcore.com Fri Oct 7 09:38:04 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Fri, 07 Oct 2005 09:38:04 -0400 Subject: [rt-users] Question about Query Builder In-Reply-To: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com> References: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com> Message-ID: <43467A3C.1020304@transcore.com> An HTML attachment was scrubbed... URL: From phil.labonte at transcore.com Fri Oct 7 09:39:29 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Fri, 07 Oct 2005 09:39:29 -0400 Subject: [rt-users] The "General" queue In-Reply-To: <20051006135624.GL14862@chaka.net> References: <43453114.8050808@lboro.ac.uk> <20051006135624.GL14862@chaka.net> Message-ID: <43467A91.3050106@transcore.com> An HTML attachment was scrubbed... URL: From cmap_sec at yahoo.co.uk Fri Oct 7 09:32:30 2005 From: cmap_sec at yahoo.co.uk (Elaine .) Date: Fri, 7 Oct 2005 14:32:30 +0100 (BST) Subject: [rt-users] rt not cc or bccing Message-ID: <20051007133230.42432.qmail@web26807.mail.ukl.yahoo.com> hi We are using rt 3.4.2 on fedora core 4. I have a problem where on a ticket if you reply and fill in a cc or bcc noone gets additionally emailed. The rt.log doesn't show it attempting to. I didn't think this was governed by scrip as I presumed the cc in that is related to watcher cc not that actual email field, but I could be wrong. I don't want someone as a watcher cc on the whole ticket, just may feel a need to cc an individual on a particular response. Any ideas why this isn't working or what I can do to help diagnose the issue ? Elaine ___________________________________________________________ Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.yahoo.com From S.G.Tranter at lboro.ac.uk Fri Oct 7 09:49:44 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Fri, 07 Oct 2005 14:49:44 +0100 Subject: [rt-users] The "General" queue In-Reply-To: <43467A91.3050106@transcore.com> References: <43453114.8050808@lboro.ac.uk> <20051006135624.GL14862@chaka.net> <43467A91.3050106@transcore.com> Message-ID: <43467CF8.4080104@lboro.ac.uk> Phil Labonte wrote: > I have renamed mine. No issues there. > Me too now, no problems to report :) Stewart From sturner at MIT.EDU Fri Oct 7 09:55:10 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 07 Oct 2005 09:55:10 -0400 Subject: [rt-users] Custom Fields Form In-Reply-To: <002e01c5cabb$0bf1d3a0$800101df@bradp> References: <002e01c5cabb$0bf1d3a0$800101df@bradp> Message-ID: <6.2.1.2.2.20051007095419.02f30a80@po14.mit.edu> At Thursday 10/6/2005 05:15 PM, you wrote: >Sorry to ask such a basic question, but I'm new to RT3 and want to create a >form for each of five queues with the ability to input values into custom >fields. What is the best way to do this? Is there a special format for the >email when using mailgate? Do I need to build a form that accesses the DB >directly? > >Please advise. Hello Brad, Welcome to RT. I think the best way to do what you want is one web form for each queue, each form sending email to the queue's email address. There's no special email format required to do that. To get the custom field values from the form into RT, you should use Dirk Pape's excellent ExtractCustomFieldValues add-on (see http://wiki.bestpractical.com/index.cgi?Contributions under the Scrip Actions heading). This does involve adding extra headers to the mail sent from the form to the RT mailgate. Good luck. Steve From ruslan.zakirov at gmail.com Fri Oct 7 09:57:09 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 7 Oct 2005 17:57:09 +0400 Subject: [rt-users] rt not cc or bccing In-Reply-To: <20051007133230.42432.qmail@web26807.mail.ukl.yahoo.com> References: <20051007133230.42432.qmail@web26807.mail.ukl.yahoo.com> Message-ID: <589c94400510070657g6b3ad10dt982a294b625eedff@mail.gmail.com> On 10/7/05, Elaine . wrote: > hi > We are using rt 3.4.2 on fedora core 4. > I have a problem where on a ticket if you reply and > fill in a cc or bcc noone gets additionally emailed. > The rt.log doesn't show it attempting to. I didn't > think this was governed by scrip as I presumed the cc > in that is related to watcher cc not that actual email > field, but I could be wrong. I don't want someone as a > watcher cc on the whole ticket, just may feel a need > to cc an individual on a particular response. Any > ideas why this isn't working or what I can do to help > diagnose the issue ? On the reply page there are two fields, I think you use them, as there stated in comment, people wouldn't get emails in future, they are "one time recipients". To use this fields you should also have scrip which notifies them - action "Notify other recipients". > Elaine > > > > > > ___________________________________________________________ > Yahoo! Messenger - NEW crystal clear PC to PC calling worldwide with voicemail http://uk.messenger.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 > -- Best regards, Ruslan. From laxplayer at earthlink.net Fri Oct 7 10:56:16 2005 From: laxplayer at earthlink.net (Jeremy Stinson) Date: Fri, 7 Oct 2005 10:56:16 -0400 Subject: [rt-users] Question about Query Builder References: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com> <43467A3C.1020304@transcore.com> Message-ID: <047e01c5cb4f$44c4cbd0$7bc81fac@readytechs.com> I do apologize. There are three questions in this mess... 1) We are creating separate queues for each of our customers and allowing them to log into RT to look at open tickets and create tickets on their own. When that user clicks on the "Ticket" link on the left and brings up the Query Builder, the user has the ability to see all the users on the system in the Owners drop-down. This user doesn't have rights to see other queues and in the Query Builder doesn't have the ability to choose other Queues. My questions is: Is this normal behavior for the tool to allow you to choose other owners even though they don't belong to the same queue? And then that answer brings up a couple more like: Do you have the ability to lock down that user to only see other users who have permission to the same queues as they do? Or, can you remove the "Tickets" link from the left side of the page when a user doesn't have a certain rights (kind of like configuration only showing up when the user has certain rights). 2) I think that all my problems would be solved by using unprivileged users but I have not been able to find the correct rights so that they can see all tickets created by all users for the queues that they have permissions to look at, only tickets for which they are the owner. Thanks in advance for any insight that you might provide. PS I just ordered the book in case I'm missing something simple :) Jeremy ----- Original Message ----- From: Phil Labonte To: Jeremy Stinson Cc: rt-users at lists.bestpractical.com Sent: Friday, October 07, 2005 9:38 AM Subject: Re: [rt-users] Question about Query Builder The is an confusing explanation of what you are trying to do... So are you saying you want a user without privileges to be able to query in RT? You can grant permissions for a user to see all the tickets in a queue. But you also have to grant them user rights as well... Is that what you are asking? Jeremy Stinson wrote: All, Sorry if this has been answered before but I am rather new to RT (good product though). I have created a couple of queues for some customers and assigned a group restricted permissions to these queues. When a "rights restricted" user goes into query builder they will only see the Queues that they are part of. But, they have the ability to see all Owners, especially those who do not have rights to the queue. My guess is that this is because the tool wasn't designed to allow "customers" to access their queues as an unrestricted user. If this is the case, then it is fine, I might just have to hack at the perl. If "customers" are supposed to be restricted users, then is there a way to have them be able to see ALL of the tickets that are part of their queue and not just the ones that are owned by them??? Thanks in advance for your help and sorry for my ignorance. PS I did do some looking around to find these answers, I just was not able to find them in the WIKIs or the archives. Thanks, Jeremy _______________________________________________ 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 rfh at pipex.net Fri Oct 7 11:01:17 2005 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 07 Oct 2005 16:01:17 +0100 Subject: [rt-users] Question about Query Builder In-Reply-To: <047e01c5cb4f$44c4cbd0$7bc81fac@readytechs.com> References: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com> <43467A3C.1020304@transcore.com> <047e01c5cb4f$44c4cbd0$7bc81fac@readytechs.com> Message-ID: <43468DBD.2020705@pipex.net> Jeremy Stinson wrote: >I do apologize. There are three questions in this mess... > >1) We are creating separate queues for each of our customers and allowing them to log into RT to look at open tickets and create tickets on their own. When that user clicks on the "Ticket" link on the left and brings up the Query Builder, the user has the ability to see all the users on the system in the Owners drop-down. This user doesn't have rights to see other queues and in the Query Builder doesn't have the ability to choose other Queues. > >My questions is: Is this normal behavior for the tool to allow you to choose other owners even though they don't belong to the same queue? And then that answer brings up a couple more like: Do you have the ability to lock down that user to only see other users who have permission to the same queues as they do? Or, can you remove the "Tickets" link from the left side of the page when a user doesn't have a certain rights (kind of like configuration only showing up when the user has certain rights). > >2) I think that all my problems would be solved by using unprivileged users but I have not been able to find the correct rights so that they can see all tickets created by all users for the queues that they have permissions to look at, only tickets for which they are the owner. > > > Have you tried to give *Show Ticket* and *See Queue* permissions to the Unprivileged group on each of the queues you want them to see ?? ie Configuration/Queues// from Sub menu group > rights > > Roy > From rfh at pipex.net Fri Oct 7 11:22:08 2005 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 07 Oct 2005 16:22:08 +0100 Subject: [rt-users] Question about Query Builder In-Reply-To: <04a401c5cb51$907e1a20$7bc81fac@readytechs.com> References: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com> <43467A3C.1020304@transcore.com> <047e01c5cb4f$44c4cbd0$7bc81fac@readytechs.com> <43468DBD.2020705@pipex.net> <04a401c5cb51$907e1a20$7bc81fac@readytechs.com> Message-ID: <434692A0.3010101@pipex.net> I just re-read your original post .. it sounds to me you'll need to undo all your global rights and apply right to your users on a queue per queue basis ..but this will also lead you to complications .. I am not in favour --personal opinion-- on grouping customers on a queue per queue basis , its better to use groups Roy Jeremy Stinson wrote: > Roy, > > Thanks for the suggestion but it did not work for me. I actually > assigned all rights to both the user group and the upriviliged group > and neither helped when the user was unpriviliged. > > Thanks for the suggestion. > > Jeremy > > ----- Original Message ----- From: "Roy El-Hames" > To: "Jeremy Stinson" > Cc: "Phil Labonte" ; > > Sent: Friday, October 07, 2005 11:01 AM > Subject: Re: [rt-users] Question about Query Builder > > >> Jeremy Stinson wrote: >> >>> I do apologize. There are three questions in this mess... >>> >>> 1) We are creating separate queues for each of our customers and >>> allowing them to log into RT to look at open tickets and create >>> tickets on their own. When that user clicks on the "Ticket" link on >>> the left and brings up the Query Builder, the user has the ability >>> to see all the users on the system in the Owners drop-down. This >>> user doesn't have rights to see other queues and in the Query >>> Builder doesn't have the ability to choose other Queues. >>> My questions is: Is this normal behavior for the tool to allow you >>> to choose other owners even though they don't belong to the same >>> queue? And then that answer brings up a couple more like: Do you >>> have the ability to lock down that user to only see other users who >>> have permission to the same queues as they do? Or, can you remove >>> the "Tickets" link from the left side of the page when a user >>> doesn't have a certain rights (kind of like configuration only >>> showing up when the user has certain rights). >>> >>> 2) I think that all my problems would be solved by using >>> unprivileged users but I have not been able to find the correct >>> rights so that they can see all tickets created by all users for the >>> queues that they have permissions to look at, only tickets for which >>> they are the owner. >>> >>> >> Have you tried to give *Show Ticket* and *See Queue* permissions to >> the Unprivileged group on each of the queues you want them to see ?? >> ie Configuration/Queues// from Sub menu group >>> rights >>> >>> Roy >>> >> >> > > From jesse at bestpractical.com Fri Oct 7 12:29:27 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Oct 2005 12:29:27 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <43469429.7090406@pipex.net> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net> <589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com> <43453B0E.1010600@pipex.net> <43469429.7090406@pipex.net> Message-ID: <20051007162927.GP5078@bestpractical.com> On Fri, Oct 07, 2005 at 04:28:41PM +0100, Roy El-Hames wrote: > Anybody got any fix for this .. its getting very frustrating as its > happening a lot more regular and now users having to log out and log > back on to get rid of the error Can you make it happen without a locally modififed autohanlder and Search/Build.html? > Roy > > Roy El-Hames wrote: > > >Ruslan and Co: > >Well I am not geting the Name object error anymore so maybe just maybe > >the below change helped me, but now I am having the error in > >RT::Attribute::Description > > > >stack : > > > >/usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 > >/opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:63 > >/opt/rt3/share/html/Search/Elements/EditSearches:75 > >/opt/rt3/local/html/Search/Build.html:130 > >/opt/rt3/local/html/autohandler:203 > > > >I changed > >return $self->{'Attribute'}->Description(); > >to: return $self->{'Attribute'}->__Value('Description'); > >in savedsearch.pm that does not fix it , and this is as far as my poor > >perl can help me ... so anything else I should try?? > > > >Roy > > > > > > > >Ruslan Zakirov wrote: > > > >>On 10/6/05, Roy El-Hames wrote: > >> > >> > >>>I wonder if this would help: > >>>http://lists.fsck.com/pipermail/rt-users/2004-July/024348.html > >>> > >>>I changed > >>>push @{$self->{'attr'}->{$attr->Name}}, $attr; > >>>to: > >>>push @{$self->{'attr'}->{$attr->__Value('Name')}}, $attr > >>> > >>>Now trying hard to replicate the error . > >>> > >> > >>I didn't try reproduce error yet. > >> > >>This change of couse will hide error, but it's a workaround because > >>AUTOLOAD sub MUST execute $attr->__Value('Name') finally when > >>$attr->Name is called, but AUTOLOAD also checks if field 'Name' exists > >>in $attr class. You see error this means check sometime fails for your > >>setups and/or special test cases. > >> > >>Roy and other, if this bug bite you too often you could use this > >>change to workaround problem. > >> > >> > >> > >>>Roy > >>> > >>>Joby Walker wrote: > >>> > >>> > >>> > >>>>-----BEGIN PGP SIGNED MESSAGE----- > >>>>Hash: SHA1 > >>>> > >>>>I have no idea how this could impact things but... > >>>> > >>>>I just installed the RT-OnlineDocs and to support it added > >>>>Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This caused > >>>>the exact same issues as Jim and Roy. When I backed out those two > >>>>packages, everything seems fine. > >>>> > >>>>Joby Walker > >>>>ITI SSG, University of Washington > >>>>- -- > >>>>PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > >>>> > >>>> > >>>>Roy El-Hames wrote: > >>>> > >>>> > >>>> > >>>> > >>>>>Glad to see Ruslan as helpful a ever .. > >>>>>I get the same error in Querybuilder, not neccessary loading a saved > >>>>>search but when I when applying advanced search or adding a > >>>>>column to > >>>>>results , sometimes it correct it and other user just have to kill > >>>>>the > >>>>>browser and start again ..it happens with both IE and firefox .. > >>>>>The system is RT-3.4.4 , remost host mysql > >>>>>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 > >>>>> > >>>>>I mentioned it twice before and just thought I'll mention it again > >>>>>, is > >>>>>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very > >>>>>smoothly, now we having to restart mysql twice to 3 times a day .. > >>>>> > >>>>>Roy > >>>>> > >>>>>Ruslan Zakirov wrote: > >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > >>>>>>On 10/3/05, Jim Rice wrote: > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>>>On 10/3/05, Jim Rice wrote: > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>>>I've seen similar postings in the archives, but no solution. > >>>>>>>>> > >>>>>>>>>New installation, nothing custom (yet), only one saved search. > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>> > >>>>>>>>SavedSearch is the reason of error. > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>>>>From Home page, click on Tickets and get: > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>>> > >>>>>>>>> > >>>>>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. > >>>>>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > >>>>>>>>> > >>>>>>>>>context: > >>>>>>>>>... > >>>>>>>>>492: else { > >>>>>>>>>493: my ( $package, $filename, $line ); > >>>>>>>>>494: ( $package, $filename, $line ) = caller; > >>>>>>>>>495: > >>>>>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line > >>>>>>>>>$line) > >>>>>>>>>\n"; > >>>>>>>>>497: } > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>> > >>>>>>> > >>>>>>> > >>>>>>>I thought it might be, but would you care to elaborate? > >>>>>>> > >>>>>>>Is it a bug? Is there a fix? Was it something I said? > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>> > >>>>>>As far as I understand you use > >>>>>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches > >>>>>>that is external contribution, if you read that page you'll see your > >>>>>>error there. > >>>>>> > >>>>>>I think Stephen may know about error more, Stephen? > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>>>Thanks! > >>>>>>> > >>>>>>>-- > >>>>>>>Jim Rice > >>>>>>>by Design Publishing > >>>>>>>11626 N. Tracey Road > >>>>>>>Hayden, Idaho 83835 > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>> > >>>>>>-- > >>>>>>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 > >>>>> > >>>>> > >>>>> > >>>> > >>>>-----BEGIN PGP SIGNATURE----- > >>>>Version: GnuPG v1.4.1 (GNU/Linux) > >>>>Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > >>>> > >>>>iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID > >>>>+epbV4/9fifww/OOi74hLbk= > >>>>=Egn3 > >>>>-----END PGP SIGNATURE----- > >>>> > >>>> > >>>> > >>>> > >>> > >>> > >> > >> > >> > >>-- > >>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 jesse at bestpractical.com Fri Oct 7 12:43:12 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Oct 2005 12:43:12 -0400 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <434651B4.6030709@lboro.ac.uk> References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> <20051006164742.GW22720@bestpractical.com> <434651B4.6030709@lboro.ac.uk> Message-ID: <20051007164312.GQ5078@bestpractical.com> On Fri, Oct 07, 2005 at 11:45:08AM +0100, Stewart Tranter wrote: > Jesse Vincent wrote: > > > >Create a new, empty .po file with a proper ISO language code. (You can > >rename it later). > > > >make extract-message-catalogs > > > > I'm going to need more help I'm afraid! :(( > > Where do I need touch the empty.po file? lib/RT/I18N/. Same directory as the rest of em. Is there not something I need > to download or configure in order that "make extract-message-catalogs" > works? At the moment I'm getting "make: *** No rule to make target > `extract-message-catalogs'. Stop." I may have typoed the Makefile target. If you pop open the Makefile in ia text editor, you should see it. > Thanks again, > > 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 irene.gutierrez at gestion.unican.es Fri Oct 7 12:41:44 2005 From: irene.gutierrez at gestion.unican.es (Gutierrez Ruesga, Irene) Date: Fri, 7 Oct 2005 18:41:44 +0200 Subject: [rt-users] Notify a new user Message-ID: I need to create a scrip that sends an email to the RTAdministrator when a new user is created. Can you help me?. Greetings, _____________________________________________________ Irene Guti?rrez Ruesga Servicio de Inform?tica de la Universidad de Cantabria gutierri at gestion.unican.es Tfn: +34 942-201095 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rpmonkey at gmail.com Fri Oct 7 12:54:08 2005 From: rpmonkey at gmail.com (Chris Valdez) Date: Fri, 7 Oct 2005 09:54:08 -0700 Subject: [rt-users] Searching Custom Fields Message-ID: Hi folks, I'm currently running RT 3.4.1, and it's working very well for me, except that when I try to search on a custom field, it always returns 0 results even when it should be returning results. Is this an issue that would be resolved by upgrading to 3.4.4? Is there something to check that I may have mis-configured? Thanks for any help! -cv -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Fri Oct 7 13:11:50 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 07 Oct 2005 10:11:50 -0700 Subject: [rt-users] Notify a new user In-Reply-To: References: Message-ID: <4346AC56.4020406@u.washington.edu> Scrips won't do that. Scrips are exclusively related to actions to take when a specific condition occurs on a ticket. Joby Walker ITI SSG, University of Washington Gutierrez Ruesga, Irene wrote: > I need to create a scrip that sends an email to the RTAdministrator when > a new user is created. > > Can you help me?. > Greetings, > _____________________________________________________ > Irene Guti?rrez Ruesga > Servicio de Inform?tica de la Universidad de Cantabria > gutierri at gestion.unican.es Tfn: +34 942-201095 > > > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 rfh at pipex.net Fri Oct 7 13:12:57 2005 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 07 Oct 2005 18:12:57 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <20051007162927.GP5078@bestpractical.com> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net> <589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com> <43453B0E.1010600@pipex.net> <43469429.7090406@pipex.net> <20051007162927.GP5078@bestpractical.com> Message-ID: <4346AC99.4040305@pipex.net> Jesse: > >On Fri, Oct 07, 2005 at 04:28:41PM +0100, Roy El-Hames wrote: > > >>Anybody got any fix for this .. its getting very frustrating as its >>happening a lot more regular and now users having to log out and log >>back on to get rid of the error >> >> > >Can you make it happen without a locally modififed autohanlder and >Search/Build.html? > > This is a bit too clever for me but if you mean if I can replicate the error on raw rt-3.4.4 install without any customisation then yes I can .. using the populated database. The error first appear when you load a saved search, then it appears every other request to build.html (from Tabs,adding column, apply saved search) the system is on apache2, mod_perl v2.000001, DBIx::SearchBuilder v1.33; HTML::Mason v1.3101; mysql 4.14 on remote host and mod_ssl Roy > > > >>Roy >> >>Roy El-Hames wrote: >> >> >> >>>Ruslan and Co: >>>Well I am not geting the Name object error anymore so maybe just maybe >>>the below change helped me, but now I am having the error in >>>RT::Attribute::Description >>> >>>stack : >>> >>>/usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 >>>/opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:63 >>>/opt/rt3/share/html/Search/Elements/EditSearches:75 >>>/opt/rt3/local/html/Search/Build.html:130 >>>/opt/rt3/local/html/autohandler:203 >>> >>>I changed >>>return $self->{'Attribute'}->Description(); >>>to: return $self->{'Attribute'}->__Value('Description'); >>>in savedsearch.pm that does not fix it , and this is as far as my poor >>>perl can help me ... so anything else I should try?? >>> >>>Roy >>> >>> >>> >>>Ruslan Zakirov wrote: >>> >>> >>> >>>>On 10/6/05, Roy El-Hames wrote: >>>> >>>> >>>> >>>> >>>>>I wonder if this would help: >>>>>http://lists.fsck.com/pipermail/rt-users/2004-July/024348.html >>>>> >>>>>I changed >>>>>push @{$self->{'attr'}->{$attr->Name}}, $attr; >>>>>to: >>>>>push @{$self->{'attr'}->{$attr->__Value('Name')}}, $attr >>>>> >>>>>Now trying hard to replicate the error . >>>>> >>>>> >>>>> >>>>I didn't try reproduce error yet. >>>> >>>>This change of couse will hide error, but it's a workaround because >>>>AUTOLOAD sub MUST execute $attr->__Value('Name') finally when >>>>$attr->Name is called, but AUTOLOAD also checks if field 'Name' exists >>>>in $attr class. You see error this means check sometime fails for your >>>>setups and/or special test cases. >>>> >>>>Roy and other, if this bug bite you too often you could use this >>>>change to workaround problem. >>>> >>>> >>>> >>>> >>>> >>>>>Roy >>>>> >>>>>Joby Walker wrote: >>>>> >>>>> >>>>> >>>>> >>>>> >>>>>>-----BEGIN PGP SIGNED MESSAGE----- >>>>>>Hash: SHA1 >>>>>> >>>>>>I have no idea how this could impact things but... >>>>>> >>>>>>I just installed the RT-OnlineDocs and to support it added >>>>>>Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This caused >>>>>>the exact same issues as Jim and Roy. When I backed out those two >>>>>>packages, everything seems fine. >>>>>> >>>>>>Joby Walker >>>>>>ITI SSG, University of Washington >>>>>>- -- >>>>>>PGP key: https://staff.washington.edu/joby/joby-u-pub.asc >>>>>> >>>>>> >>>>>>Roy El-Hames wrote: >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>>>Glad to see Ruslan as helpful a ever .. >>>>>>>I get the same error in Querybuilder, not neccessary loading a saved >>>>>>>search but when I when applying advanced search or adding a >>>>>>>column to >>>>>>>results , sometimes it correct it and other user just have to kill >>>>>>>the >>>>>>>browser and start again ..it happens with both IE and firefox .. >>>>>>>The system is RT-3.4.4 , remost host mysql >>>>>>>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 >>>>>>> >>>>>>>I mentioned it twice before and just thought I'll mention it again >>>>>>>, is >>>>>>>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very >>>>>>>smoothly, now we having to restart mysql twice to 3 times a day .. >>>>>>> >>>>>>>Roy >>>>>>> >>>>>>>Ruslan Zakirov wrote: >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>>>On 10/3/05, Jim Rice wrote: >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>>>On 10/3/05, Jim Rice wrote: >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>>I've seen similar postings in the archives, but no solution. >>>>>>>>>>> >>>>>>>>>>>New installation, nothing custom (yet), only one saved search. >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>SavedSearch is the reason of error. >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>> >>>>>>>>>>>>From Home page, click on Tickets and get: >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>> >>>>>>>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. >>>>>>>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) >>>>>>>>>>> >>>>>>>>>>>context: >>>>>>>>>>>... >>>>>>>>>>>492: else { >>>>>>>>>>>493: my ( $package, $filename, $line ); >>>>>>>>>>>494: ( $package, $filename, $line ) = caller; >>>>>>>>>>>495: >>>>>>>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line >>>>>>>>>>>$line) >>>>>>>>>>>\n"; >>>>>>>>>>>497: } >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>>I thought it might be, but would you care to elaborate? >>>>>>>>> >>>>>>>>>Is it a bug? Is there a fix? Was it something I said? >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>As far as I understand you use >>>>>>>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches >>>>>>>>that is external contribution, if you read that page you'll see your >>>>>>>>error there. >>>>>>>> >>>>>>>>I think Stephen may know about error more, Stephen? >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>> >>>>>>>>>Thanks! >>>>>>>>> >>>>>>>>>-- >>>>>>>>>Jim Rice >>>>>>>>>by Design Publishing >>>>>>>>>11626 N. Tracey Road >>>>>>>>>Hayden, Idaho 83835 >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>> >>>>>>>>-- >>>>>>>>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 >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>> >>>>>>-----BEGIN PGP SIGNATURE----- >>>>>>Version: GnuPG v1.4.1 (GNU/Linux) >>>>>>Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org >>>>>> >>>>>>iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID >>>>>>+epbV4/9fifww/OOi74hLbk= >>>>>>=Egn3 >>>>>>-----END PGP SIGNATURE----- >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>>> >>>>> >>>>> >>>>> >>>> >>>>-- >>>>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 jim at bydesignpublishing.com Fri Oct 7 13:25:07 2005 From: jim at bydesignpublishing.com (Jim Rice) Date: Fri, 07 Oct 2005 10:25:07 -0700 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <20051007162927.GP5078@bestpractical.com> References: <1128364719.11459.143.camel@james.homebydesign.com> <589c94400510031144r51eb3298y9705eac480a108d7@mail.gmail.com> <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net> <589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com> <43453B0E.1010600@pipex.net> <43469429.7090406@pipex.net> <20051007162927.GP5078@bestpractical.com> Message-ID: <1128705907.2564.7.camel@james.homebydesign.com> On Fri, 2005-10-07 at 12:29 -0400, Jesse Vincent wrote: > > > On Fri, Oct 07, 2005 at 04:28:41PM +0100, Roy El-Hames wrote: > > Anybody got any fix for this .. its getting very frustrating as its > > happening a lot more regular and now users having to log out and log > > back on to get rid of the error > > Can you make it happen without a locally modififed autohanlder and > Search/Build.html? Brand new installation, nothing custom. Just added users, created some groups, queues, and tickets. I created a saved search that displays open tickets owned by me. It displays the list in ticket # sequence. All I did was to sort them by Priority (which worked.) Then, I clicked on the Tickets link in the left nav bar. (error.) At other times, I can reproduce the error directly from the home page after logging in. It seems random. Sometimes I can't make it fail. But it seems to happen more often right after creating a new ticket... ? -- Jim Rice by Design Publishing 11626 N. Tracey Road Hayden, Idaho 83835 From shildret at scotth.emsphone.com Fri Oct 7 13:30:52 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Fri, 07 Oct 2005 12:30:52 -0500 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <4345D442.5090303@ozbergs.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> <43458E0C.7030509@ozbergs.com> <1128637794.19537.213.camel@moola.futuresource.com> <4345D442.5090303@ozbergs.com> Message-ID: <1128706252.40958.50.camel@scotth.emsphone.com> There isn't an Apache2.pm module anymore, I believe this is coming from Mason. Did you upgrade HTML::Mason? On Thu, 2005-10-06 at 18:49 -0700, Stevo wrote: > Guys, > > My Apache is hosed and I need some help!! I was running mod_perl1.99 > and I upgraded to mod_perl2 and now when I try to start apache I get the > following error: > > [Thu Oct 06 17:59:13 2005] [error] Can't locate Apache2.pm in @INC (@INC > contains: /usr/local/rt3/local/lib /usr/local/rt3/lib > /usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 > /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 > /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 > /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi > /usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 195) line 3.\n > [Thu Oct 06 17:59:13 2005] [error] Can't load Perl module Apache2 for > server itsupport.omneon.local:0, exiting... > > Where do I find Apache2.pm?? > > -Stevo > > > _______________________________________________ > 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 -- Scott T. Hildreth From rpmonkey at gmail.com Fri Oct 7 13:32:09 2005 From: rpmonkey at gmail.com (Chris Valdez) Date: Fri, 7 Oct 2005 10:32:09 -0700 Subject: [rt-users] Re: Searching Custom Fields In-Reply-To: References: Message-ID: If it helps, I'm running it with mod_perl on Apache 1.3.33, and MySQL 3.23.58, on an x86_64 box. Thanks, -cv On 10/7/05, Chris Valdez wrote: > > Hi folks, > > I'm currently running RT 3.4.1, and it's working very well for me, except > that when I try to search on a custom field, it always returns 0 results > even when it should be returning results. Is this an issue that would be > resolved by upgrading to 3.4.4? Is there something to check that I may > have mis-configured? > > Thanks for any help! > > -cv > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Oct 7 13:39:12 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 7 Oct 2005 13:39:12 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <4346AC99.4040305@pipex.net> References: <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net> <589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com> <43453B0E.1010600@pipex.net> <43469429.7090406@pipex.net> <20051007162927.GP5078@bestpractical.com> <4346AC99.4040305@pipex.net> Message-ID: <20051007173912.GB31988@bestpractical.com> > >Can you make it happen without a locally modififed autohanlder and > >Search/Build.html? > > > > > This is a bit too clever for me but if you mean if I can replicate the > error on raw rt-3.4.4 install without any customisation then yes I can .. > using the populated database. Right. What's that stack trace look like? > The error first appear when you load a saved search, then it appears > every other request to build.html (from Tabs,adding column, apply saved > search) > the system is on apache2, mod_perl v2.000001, DBIx::SearchBuilder v1.33; > HTML::Mason v1.3101; mysql 4.14 on remote host and mod_ssl > > Roy > > > > > > > > > >>Roy > >> > >>Roy El-Hames wrote: > >> > >> > >> > >>>Ruslan and Co: > >>>Well I am not geting the Name object error anymore so maybe just maybe > >>>the below change helped me, but now I am having the error in > >>>RT::Attribute::Description > >>> > >>>stack : > >>> > >>>/usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 > >>>/opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:63 > >>>/opt/rt3/share/html/Search/Elements/EditSearches:75 > >>>/opt/rt3/local/html/Search/Build.html:130 > >>>/opt/rt3/local/html/autohandler:203 > >>> > >>>I changed > >>>return $self->{'Attribute'}->Description(); > >>>to: return $self->{'Attribute'}->__Value('Description'); > >>>in savedsearch.pm that does not fix it , and this is as far as my poor > >>>perl can help me ... so anything else I should try?? > >>> > >>>Roy > >>> > >>> > >>> > >>>Ruslan Zakirov wrote: > >>> > >>> > >>> > >>>>On 10/6/05, Roy El-Hames wrote: > >>>> > >>>> > >>>> > >>>> > >>>>>I wonder if this would help: > >>>>>http://lists.fsck.com/pipermail/rt-users/2004-July/024348.html > >>>>> > >>>>>I changed > >>>>>push @{$self->{'attr'}->{$attr->Name}}, $attr; > >>>>>to: > >>>>>push @{$self->{'attr'}->{$attr->__Value('Name')}}, $attr > >>>>> > >>>>>Now trying hard to replicate the error . > >>>>> > >>>>> > >>>>> > >>>>I didn't try reproduce error yet. > >>>> > >>>>This change of couse will hide error, but it's a workaround because > >>>>AUTOLOAD sub MUST execute $attr->__Value('Name') finally when > >>>>$attr->Name is called, but AUTOLOAD also checks if field 'Name' exists > >>>>in $attr class. You see error this means check sometime fails for your > >>>>setups and/or special test cases. > >>>> > >>>>Roy and other, if this bug bite you too often you could use this > >>>>change to workaround problem. > >>>> > >>>> > >>>> > >>>> > >>>> > >>>>>Roy > >>>>> > >>>>>Joby Walker wrote: > >>>>> > >>>>> > >>>>> > >>>>> > >>>>> > >>>>>>-----BEGIN PGP SIGNED MESSAGE----- > >>>>>>Hash: SHA1 > >>>>>> > >>>>>>I have no idea how this could impact things but... > >>>>>> > >>>>>>I just installed the RT-OnlineDocs and to support it added > >>>>>>Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This caused > >>>>>>the exact same issues as Jim and Roy. When I backed out those two > >>>>>>packages, everything seems fine. > >>>>>> > >>>>>>Joby Walker > >>>>>>ITI SSG, University of Washington > >>>>>>- -- > >>>>>>PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > >>>>>> > >>>>>> > >>>>>>Roy El-Hames wrote: > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>>>Glad to see Ruslan as helpful a ever .. > >>>>>>>I get the same error in Querybuilder, not neccessary loading a saved > >>>>>>>search but when I when applying advanced search or adding a > >>>>>>>column to > >>>>>>>results , sometimes it correct it and other user just have to kill > >>>>>>>the > >>>>>>>browser and start again ..it happens with both IE and firefox .. > >>>>>>>The system is RT-3.4.4 , remost host mysql > >>>>>>>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 > >>>>>>> > >>>>>>>I mentioned it twice before and just thought I'll mention it again > >>>>>>>, is > >>>>>>>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very > >>>>>>>smoothly, now we having to restart mysql twice to 3 times a day .. > >>>>>>> > >>>>>>>Roy > >>>>>>> > >>>>>>>Ruslan Zakirov wrote: > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>>>On 10/3/05, Jim Rice wrote: > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>>>On 10/3/05, Jim Rice wrote: > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>>>I've seen similar postings in the archives, but no solution. > >>>>>>>>>>> > >>>>>>>>>>>New installation, nothing custom (yet), only one saved search. > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>SavedSearch is the reason of error. > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>> > >>>>>>>>>>>>From Home page, click on Tickets and get: > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>>> > >>>>>>>>>>>> > >>>>>>>>>>>> > >>>>>>>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. > >>>>>>>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > >>>>>>>>>>> > >>>>>>>>>>>context: > >>>>>>>>>>>... > >>>>>>>>>>>492: else { > >>>>>>>>>>>493: my ( $package, $filename, $line ); > >>>>>>>>>>>494: ( $package, $filename, $line ) = caller; > >>>>>>>>>>>495: > >>>>>>>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line > >>>>>>>>>>>$line) > >>>>>>>>>>>\n"; > >>>>>>>>>>>497: } > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>>I thought it might be, but would you care to elaborate? > >>>>>>>>> > >>>>>>>>>Is it a bug? Is there a fix? Was it something I said? > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>As far as I understand you use > >>>>>>>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches > >>>>>>>>that is external contribution, if you read that page you'll see your > >>>>>>>>error there. > >>>>>>>> > >>>>>>>>I think Stephen may know about error more, Stephen? > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>> > >>>>>>>>>Thanks! > >>>>>>>>> > >>>>>>>>>-- > >>>>>>>>>Jim Rice > >>>>>>>>>by Design Publishing > >>>>>>>>>11626 N. Tracey Road > >>>>>>>>>Hayden, Idaho 83835 > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>> > >>>>>>>>-- > >>>>>>>>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 > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>-----BEGIN PGP SIGNATURE----- > >>>>>>Version: GnuPG v1.4.1 (GNU/Linux) > >>>>>>Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > >>>>>> > >>>>>>iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID > >>>>>>+epbV4/9fifww/OOi74hLbk= > >>>>>>=Egn3 > >>>>>>-----END PGP SIGNATURE----- > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>>> > >>>>> > >>>>> > >>>>> > >>>> > >>>>-- > >>>>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 jim at bydesignpublishing.com Fri Oct 7 13:47:35 2005 From: jim at bydesignpublishing.com (Jim Rice) Date: Fri, 07 Oct 2005 10:47:35 -0700 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <20051007173912.GB31988@bestpractical.com> References: <1128367898.11459.151.camel@james.homebydesign.com> <589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com> <4342963D.5000508@pipex.net> <434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net> <589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com> <43453B0E.1010600@pipex.net> <43469429.7090406@pipex.net> <20051007162927.GP5078@bestpractical.com> <4346AC99.4040305@pipex.net> <20051007173912.GB31988@bestpractical.com> Message-ID: <1128707255.2564.11.camel@james.homebydesign.com> On Fri, 2005-10-07 at 13:39 -0400, Jesse Vincent wrote: > > Right. What's that stack trace look like? Here's mine... error: RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm:496 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:81 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:73 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:88 /usr/local/rt3/lib/RT/Attributes_Overlay.pm:119 /usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 /usr/local/rt3/share/html/Search/Elements/EditSearches:75 /usr/local/rt3/share/html/Search/Build.html:99 /usr/local/rt3/share/html/autohandler:215 raw error RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 129 HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::Name Unimplemented in RT::Attributes. (/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) ^J') called at /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/Record.pm line 496 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0xbb6ed44)') called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81 RT::Attributes::_BuildAccessTable('RT::Attributes=HASH(0xbb17ca0)') called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 73 RT::Attributes::_DoSearch('RT::Attributes=HASH(0xbb17ca0)') called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 88 RT::Attributes::_AttrHash('RT::Attributes=HASH(0xbb17ca0)') called at /usr/local/rt3/lib/RT/Attributes_Overlay.pm line 119 RT::Attributes::Named('RT::Attributes=HASH(0xbb17ca0)', 'SavedSearch') called at /usr/local/rt3/share/html/Search/Elements/SelectSearchesForObjects line 58 HTML::Mason::Commands::__ANON__('Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xbb48b0c)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb74c80)', 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xbb48b0c)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, 'Name', 'LoadSavedSearch', 'Objects', 'ARRAY(0xbb48b0c)') called at /usr/local/rt3/share/html/Search/Elements/EditSearches line 75 HTML::Mason::Commands::__ANON__('CurrentSearch', 'HASH(0xbac3720)', 'Dirty', 0, 'SearchId', 'new') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xbb61960)', 'CurrentSearch', 'HASH(0xbac3720)', 'Dirty', 0, 'SearchId', 'new') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, 'CurrentSearch', 'HASH(0xbac3720)', 'Dirty', 0, 'SearchId', 'new') called at /usr/local/rt3/share/html/Search/Build.html line 99 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb895480)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1255 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 916 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xb7612a8)') called at /usr/local/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 135 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xb613388)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1250 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1249 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 461 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 413 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb7612a8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 167 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xb7612a8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 817 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9f19b08)', 'Apache2::RequestRec=SCALAR(0xbacb660)') called at /usr/local/rt3/bin/webmux.pl line 123 eval {...} at /usr/local/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache2::RequestRec=SCALAR(0xbacb660)') called at -e line 0 eval {...} at -e line 0 -- Jim Rice by Design Publishing 11626 N. Tracey Road Hayden, Idaho 83835 From jra at baylink.com Fri Oct 7 14:38:28 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 7 Oct 2005 14:38:28 -0400 Subject: [rt-users] rt not cc or bccing In-Reply-To: <589c94400510070657g6b3ad10dt982a294b625eedff@mail.gmail.com>; from Ruslan Zakirov on Fri, Oct 07, 2005 at 05:57:09PM +0400 References: <20051007133230.42432.qmail@web26807.mail.ukl.yahoo.com> <589c94400510070657g6b3ad10dt982a294b625eedff@mail.gmail.com> Message-ID: <20051007143828.F24905@cgi.jachomes.com> On Fri, Oct 07, 2005 at 05:57:09PM +0400, Ruslan Zakirov wrote: > On 10/7/05, Elaine . wrote: > > We are using rt 3.4.2 on fedora core 4. > > I have a problem where on a ticket if you reply and > > fill in a cc or bcc noone gets additionally emailed. > > The rt.log doesn't show it attempting to. I didn't > > think this was governed by scrip as I presumed the cc > > in that is related to watcher cc not that actual email > > field, but I could be wrong. I don't want someone as a > > watcher cc on the whole ticket, just may feel a need > > to cc an individual on a particular response. Any > > ideas why this isn't working or what I can do to help > > diagnose the issue ? > On the reply page there are two fields, I think you use them, as there > stated in comment, people wouldn't get emails in future, they are "one > time recipients". To use this fields you should also have scrip which > notifies them - action "Notify other recipients". I believe, Ruslan, that Elaine is saying that she *is* filling in those fields, and that transaction isn't generating mails to the people who get filled in. Elaine; did I understand you correctly? Have you looked in your RT logfile? 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 empireofjade at hotmail.com Fri Oct 7 14:47:04 2005 From: empireofjade at hotmail.com (John Knag) Date: Fri, 07 Oct 2005 11:47:04 -0700 Subject: [rt-users] Re: On Transaction access to Transaction Custom Fields In-Reply-To: <20051007160005.01ED84D8310@diesel.bestpractical.com> Message-ID: Answer to my own question, just took more searching: http://lists.bestpractical.com/pipermail/rt-users/2005-August/033443.html Patch works like a charm. John Knag GC InfoTech, LLC John Knag wrote: >Hello, > >I've seen this question kicked around the mailing list, but I haven't seen >a definative answer. >Is it possible to access a transaction custom field in an on transaction >scrip in RT 3.4.4? . . . From jra at baylink.com Fri Oct 7 14:52:07 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 7 Oct 2005 14:52:07 -0400 Subject: [rt-users] Question about Query Builder In-Reply-To: <065c01c5cb5a$6fb8bbc0$7bc81fac@readytechs.com>; from Jeremy Stinson on Fri, Oct 07, 2005 at 12:16:12PM -0400 References: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com> <43467A3C.1020304@transcore.com> <047e01c5cb4f$44c4cbd0$7bc81fac@readytechs.com> <43468DBD.2020705@pipex.net> <04a401c5cb51$907e1a20$7bc81fac@readytechs.com> <434692A0.3010101@pipex.net> <065c01c5cb5a$6fb8bbc0$7bc81fac@readytechs.com> Message-ID: <20051007145207.G24905@cgi.jachomes.com> On Fri, Oct 07, 2005 at 12:16:12PM -0400, Jeremy Stinson wrote: > Users are assigned to groups, groups are assigned to queues, rights are > given to groups on queues. Only the Admin group is given global rights. > Nobody else has been given any global rights. > > I have screwed around with the global rights for all users but it is not > helping out... To recap your problem as I understand it: You have users, who only have access to one queue, using the Query Builder. When these users are trying to build a query, the lists of users (for Owner, etc) display *all* users on the RT installation, and what you *expect* them to display is "only the users who might be attached to tickets in this queue". Is that your problem? I assume, not having looked at the code, that that pulldown isn't filtered, but I'm not sure that joining it to "all users who have $RIGHT on $CURRENTQUEUE", aside from impacting performance a bit, wouldn't be *overly* restrictive. (That is, it might preclude you specifying someone you *want* to specify: specifically, I don't think email users would show up, since they don't have rights. I'm not sure how to deal with that.) Code-hackers: *is* that pulldown in the Querybuildercurrently filtered? If not, is there any reasonable way to figure out who should pass the filter to accomplish what Jeremy is looking for? Or is this *why* you shouldn't assign separate queues for clients? ;-) 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 laxplayer at earthlink.net Fri Oct 7 15:13:32 2005 From: laxplayer at earthlink.net (Jeremy Stinson) Date: Fri, 7 Oct 2005 15:13:32 -0400 Subject: [rt-users] Question about Query Builder References: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com><43467A3C.1020304@transcore.com><047e01c5cb4f$44c4cbd0$7bc81fac@readytechs.com><43468DBD.2020705@pipex.net><04a401c5cb51$907e1a20$7bc81fac@readytechs.com><434692A0.3010101@pipex.net><065c01c5cb5a$6fb8bbc0$7bc81fac@readytechs.com> <20051007145207.G24905@cgi.jachomes.com> Message-ID: <06de01c5cb73$3579f5f0$7bc81fac@readytechs.com> Jay, That is my issue, thank you for describing it in better RT terms :) I understand that separate customer queues is not how this system was designed but my issue, and please let me know if there is a good way to solve this, is that there are multiple customers contacts per customer and the customer wants to see all open tickets. And, they want separate user IDs... As a short term "fix", I did edit the /Elements/Tabs so that only people with certain rights will have access to that link. I think this is a decent solution since most users will not need that report functionality. What I will most likely do is create some canned reports for them and possibly create a new tab for reporting. Let me know what you think. Thanks, Jeremy ----- Original Message ----- From: "Jay R. Ashworth" To: Sent: Friday, October 07, 2005 2:52 PM Subject: Re: [rt-users] Question about Query Builder > On Fri, Oct 07, 2005 at 12:16:12PM -0400, Jeremy Stinson wrote: >> Users are assigned to groups, groups are assigned to queues, rights are >> given to groups on queues. Only the Admin group is given global rights. >> Nobody else has been given any global rights. >> >> I have screwed around with the global rights for all users but it is not >> helping out... > > To recap your problem as I understand it: > > You have users, who only have access to one queue, using the Query > Builder. When these users are trying to build a query, the lists of > users (for Owner, etc) display *all* users on the RT installation, and > what you *expect* them to display is "only the users who might be > attached to tickets in this queue". > > Is that your problem? > > I assume, not having looked at the code, that that pulldown isn't > filtered, but I'm not sure that joining it to "all users who have > $RIGHT on $CURRENTQUEUE", aside from impacting performance a bit, > wouldn't be *overly* restrictive. (That is, it might preclude you > specifying someone you *want* to specify: specifically, I don't think > email users would show up, since they don't have rights. I'm not sure > how to deal with that.) > > Code-hackers: *is* that pulldown in the Querybuildercurrently filtered? > > If not, is there any reasonable way to figure out who should pass the > filter to accomplish what Jeremy is looking for? Or is this *why* > you shouldn't assign separate queues for clients? ;-) > > 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 > From jra at baylink.com Fri Oct 7 15:37:29 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 7 Oct 2005 15:37:29 -0400 Subject: [rt-users] Question about Query Builder In-Reply-To: <06de01c5cb73$3579f5f0$7bc81fac@readytechs.com>; from Jeremy Stinson on Fri, Oct 07, 2005 at 03:13:32PM -0400 References: <031901c5cab2$7aa4fe70$7bc81fac@readytechs.com><43467A3C.1020304@transcore.com><047e01c5cb4f$44c4cbd0$7bc81fac@readytechs.com><43468DBD.2020705@pipex.net><04a401c5cb51$907e1a20$7bc81fac@readytechs.com><434692A0.3010101@pipex.net><065c01c5cb5a$6fb8bbc0$7bc81fac@readytechs.com> <20051007145207.G24905@cgi.jachomes.com> <06de01c5cb73$3579f5f0$7bc81fac@readytechs.com> Message-ID: <20051007153729.J24905@cgi.jachomes.com> On Fri, Oct 07, 2005 at 03:13:32PM -0400, Jeremy Stinson wrote: > That is my issue, thank you for describing it in better RT terms :) I > understand that separate customer queues is not how this system was designed > but my issue, and please let me know if there is a good way to solve this, > is that there are multiple customers contacts per customer and the customer > wants to see all open tickets. And, they want separate user IDs... What you want, like me and several other people, is for for RT to understand inherently about "Customers", I suspect. You can use groups for that, though you have to be more than usually careful about rights (you can't assign much of anything at all to "privileged" users, if you have groups that need to be effectively invisible to one another -- you have to set up a separate group for your "internal" people and give the rights to that instead). > As a short term "fix", I did edit the /Elements/Tabs so that only people > with certain rights will have access to that link. I think this is a decent > solution since most users will not need that report functionality. What I > will most likely do is create some canned reports for them and possibly > create a new tab for reporting. I've been thinking that a bit more reporting flexibility builtin might be nice; the three things *I* need are single-level break and subtotal, grand total (mostly for time worked) and the ability to report on *transactions* rather than tickets. Alas, my perl hacking isn't up to the task... 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 ruslan.zakirov at gmail.com Fri Oct 7 16:00:22 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 8 Oct 2005 00:00:22 +0400 Subject: [rt-users] rt not cc or bccing In-Reply-To: <20051007143828.F24905@cgi.jachomes.com> References: <20051007133230.42432.qmail@web26807.mail.ukl.yahoo.com> <589c94400510070657g6b3ad10dt982a294b625eedff@mail.gmail.com> <20051007143828.F24905@cgi.jachomes.com> Message-ID: <589c94400510071300r740224e3q30ee64c631c17388@mail.gmail.com> On 10/7/05, Jay R. Ashworth wrote: > On Fri, Oct 07, 2005 at 05:57:09PM +0400, Ruslan Zakirov wrote: > > On 10/7/05, Elaine . wrote: > > > We are using rt 3.4.2 on fedora core 4. > > > I have a problem where on a ticket if you reply and > > > fill in a cc or bcc noone gets additionally emailed. > > > The rt.log doesn't show it attempting to. I didn't > > > think this was governed by scrip as I presumed the cc > > > in that is related to watcher cc not that actual email > > > field, but I could be wrong. I don't want someone as a > > > watcher cc on the whole ticket, just may feel a need > > > to cc an individual on a particular response. Any > > > ideas why this isn't working or what I can do to help > > > diagnose the issue ? > > > On the reply page there are two fields, I think you use them, as there > > stated in comment, people wouldn't get emails in future, they are "one > > time recipients". To use this fields you should also have scrip which > > notifies them - action "Notify other recipients". > > I believe, Ruslan, that Elaine is saying that she *is* filling in those > fields, and that transaction isn't generating mails to the people who > get filled in. > > Elaine; did I understand you correctly? I think about the same and only want to note that if you want that fields work as expected you should have special scrip enabled in your system. Default RT has at least one such scrip: "On Correspond Notify Other Recipients with template Correspondence" Conclusion is next: if you don't have scrips with action "Notify Other Recipients" then this fields don't work. > > Have you looked in your RT logfile? > > 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 andy at wildbrain.com Fri Oct 7 22:28:05 2005 From: andy at wildbrain.com (Andrew Moran) Date: Fri, 07 Oct 2005 19:28:05 -0700 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <1128706252.40958.50.camel@scotth.emsphone.com> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> <43458E0C.7030509@ozbergs.com> <1128637794.19537.213.camel@moola.futuresource.com> <4345D442.5090303@ozbergs.com> <1128706252.40958.50.camel@scotth.emsphone.com> Message-ID: <43472EB5.90304@wildbrain.com> There's one on my system. It came in RH's mod_perl 2 RPM. I'm using it in our RT system on Fedora Core 4. --Andy Scott T. Hildreth wrote: >There isn't an Apache2.pm module anymore, I believe this is coming from >Mason. Did you upgrade HTML::Mason? > >On Thu, 2005-10-06 at 18:49 -0700, Stevo wrote: > > >>Guys, >> >>My Apache is hosed and I need some help!! I was running mod_perl1.99 >>and I upgraded to mod_perl2 and now when I try to start apache I get the >>following error: >> >>[Thu Oct 06 17:59:13 2005] [error] Can't locate Apache2.pm in @INC (@INC >>contains: /usr/local/rt3/local/lib /usr/local/rt3/lib >>/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi >>/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi >>/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi >>/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi >>/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >>/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 >>/usr/lib/perl5/site_perl >>/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi >>/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi >>/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi >>/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi >>/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 >>/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 >>/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi >>/usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 195) line 3.\n >>[Thu Oct 06 17:59:13 2005] [error] Can't load Perl module Apache2 for >>server itsupport.omneon.local:0, exiting... >> >>Where do I find Apache2.pm?? >> >>-Stevo >> >> >>_______________________________________________ >>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 Sat Oct 8 10:18:59 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 8 Oct 2005 10:18:59 -0400 Subject: [rt-users] Notify a new user In-Reply-To: <4346AC56.4020406@u.washington.edu> References: <4346AC56.4020406@u.washington.edu> Message-ID: <20051008141859.GM14862@chaka.net> I'm don't this what you said is true. Looking at my Transactions table there are transaction where Type = 'Create and ObjectType = 'RT::User'. So you should be able to write a scrip that send the admin an e-mail. -Todd On Fri, Oct 07, 2005 at 10:11:50AM -0700, Joby Walker wrote: > Scrips won't do that. Scrips are exclusively related to actions to take > when a specific condition occurs on a ticket. > > Joby Walker > ITI SSG, University of Washington > > > Gutierrez Ruesga, Irene wrote: > > I need to create a scrip that sends an email to the RTAdministrator when > > a new user is created. > > > > Can you help me?. > > Greetings, From todd at chaka.net Sat Oct 8 10:20:42 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 8 Oct 2005 10:20:42 -0400 Subject: [rt-users] Searching Custom Fields In-Reply-To: References: Message-ID: <20051008142042.GN14862@chaka.net> On Fri, Oct 07, 2005 at 09:54:08AM -0700, Chris Valdez wrote: > Hi folks, > > I'm currently running RT 3.4.1, and it's working very well for me, except > that when I try to search on a custom field, it always returns 0 results > even when it should be returning results. Is this an issue that would be > resolved by upgrading to 3.4.4? Is there something to check that I may have > mis-configured? > > Thanks for any help! > > -cv Turn on the option in MySQL where it logs all the SQL it runs and then figure out what query was really generated. It might also help to send us the query... From todd at chaka.net Sat Oct 8 10:35:59 2005 From: todd at chaka.net (Todd Chapman) Date: Sat, 8 Oct 2005 10:35:59 -0400 Subject: [rt-users] Notify a new user In-Reply-To: <20051008141859.GM14862@chaka.net> References: <4346AC56.4020406@u.washington.edu> <20051008141859.GM14862@chaka.net> Message-ID: <20051008143559.GO14862@chaka.net> OK, I correct myself. A transaction is created but no scrips are run. Irene, you can still do what you want, but you will have to create a local RT::User library to do that. How good is your perl? -Todd On Sat, Oct 08, 2005 at 10:18:59AM -0400, Todd Chapman wrote: > I'm don't this what you said is true. Looking at my Transactions > table there are transaction where Type = 'Create and > ObjectType = 'RT::User'. > > So you should be able to write a scrip that send the admin an > e-mail. > > -Todd > > On Fri, Oct 07, 2005 at 10:11:50AM -0700, Joby Walker wrote: > > Scrips won't do that. Scrips are exclusively related to actions to take > > when a specific condition occurs on a ticket. > > > > Joby Walker > > ITI SSG, University of Washington > > > > > > Gutierrez Ruesga, Irene wrote: > > > I need to create a scrip that sends an email to the RTAdministrator when > > > a new user is created. > > > > > > Can you help me?. > > > Greetings, > _______________________________________________ > 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 growlf at biocede.com Sat Oct 8 18:10:55 2005 From: growlf at biocede.com (Garth Johnson) Date: Sat, 08 Oct 2005 16:10:55 -0600 Subject: [rt-users] Hooks to an external application Message-ID: <434843EF.7060702@biocede.com> I have a need to connect a specific queue in my RT to an external application for specific entries. For example, if a user requests a new account to be made in the 'Remote Accounts' queue and IS a member of the proper group AND all the required fields are filled - kick off an external application to build the account and await final 'okey dokey' from the admin to send out the 'new account info email' and finalize it. ..and then modify the same methods for other account changes/requests. Are there any folx out there that either know where to look for an example of this sort of thing (I have looked, but came up dry) or that have such a thing they are willing to share? I already have the account building application completed, I just need RT to trigger it somehow. I assume scrips are the way, but am having difficulty wrapping my head around the 'how' of it. Is there more documentation somewhere or examples on usage that area long this line? Thanks in advance, Garth Johnson From growlf at biocede.com Sat Oct 8 18:29:59 2005 From: growlf at biocede.com (Garth Johnson) Date: Sat, 08 Oct 2005 16:29:59 -0600 Subject: [rt-users] Notify a new user In-Reply-To: <4346AC56.4020406@u.washington.edu> References: <4346AC56.4020406@u.washington.edu> Message-ID: <43484867.7070408@biocede.com> Perhaps not, but take a look at what modifying the templates will do - since this is fired off on each new user created automagicly from incoming email. Look at http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword for some ideas? Joby Walker wrote: >Scrips won't do that. Scrips are exclusively related to actions to take >when a specific condition occurs on a ticket. > >Joby Walker >ITI SSG, University of Washington > > >Gutierrez Ruesga, Irene wrote: > > >>I need to create a scrip that sends an email to the RTAdministrator when >>a new user is created. >> >>Can you help me?. >>Greetings, >>_____________________________________________________ >>Irene Guti?rrez Ruesga >>Servicio de Inform?tica de la Universidad de Cantabria >>gutierri at gestion.unican.es Tfn: +34 942-201095 >> >> >> >>------------------------------------------------------------------------ >> >>_______________________________________________ >>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 bill at telnetcommunications.com Sat Oct 8 16:56:45 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Sat, 8 Oct 2005 16:56:45 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 Message-ID: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> Hello All: I'm having a problem with a new install of RT. I've searched through google and the list archive and found other people that have had similar problems, but was unable to put my hand on a solution. Basically, everything went fine, install of everything was good, there were some dependencies that were missing but i fixed that with the make testdeps, make fixdeps procedure. I added the relevant info to the bottom of my httpd.conf file as per the ManualInstallation guide, restarted apache, and when I browse to the page I get a 500 Internal server error. When I look at apache's error_log I get: [Sat Oct 8 16:28:12 2005] [error] Can't locate object method "connect" via package "DBI" at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 108.\n I have verified that DBI is installed, (make testdeps confirmed). I tried removing and re-installing DBI with cpan but there was no change...I still get the same error. Here are my versions. RT 3.4.4 uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT 2003 i686 i686 i386 GNU/Linux mysql 4.1.14 Apache 1.3.33 mod_perl 1.29 perl v5.8.7 Any help would be appreciated !!! Regards, Bill From ruslan.zakirov at gmail.com Sat Oct 8 19:18:26 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 9 Oct 2005 03:18:26 +0400 Subject: [rt-users] Problem with new install of RT 3.4.4 In-Reply-To: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> Message-ID: <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> On 10/9/05, Bill Sandiford wrote: > Hello All: > > I'm having a problem with a new install of RT. I've searched through google > and the list archive and found other people that have had similar problems, > but was unable to put my hand on a solution. > > Basically, everything went fine, install of everything was good, there were > some dependencies that were missing but i fixed that with the make testdeps, > make fixdeps procedure. > > I added the relevant info to the bottom of my httpd.conf file as per the > ManualInstallation guide, restarted apache, and when I browse to the page I > get a 500 Internal server error. > > When I look at apache's error_log I get: > > [Sat Oct 8 16:28:12 2005] [error] Can't locate object method "connect" via > package "DBI" at > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 108.\n > > I have verified that DBI is installed, (make testdeps confirmed). I tried > removing and re-installing DBI with cpan but there was no change...I still > get the same error. Please run 'locate DBI' from shell. I think you installed perl and also have distro's perl installed. By default configure script choose default perl in '/usr/bin/perl'. You have to run `PERL=/usr/local/bin/perl ./configure`. Also you use mod_perl then you have to build it against perl you want to use with RT. Hope this would help you. > > Here are my versions. > > RT 3.4.4 > uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT 2003 > i686 i686 i386 GNU/Linux > mysql 4.1.14 > Apache 1.3.33 > mod_perl 1.29 > perl v5.8.7 > > Any help would be appreciated !!! > > Regards, > Bill > > _______________________________________________ > 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 Sat Oct 8 19:26:19 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 9 Oct 2005 03:26:19 +0400 Subject: [rt-users] Hooks to an external application In-Reply-To: <434843EF.7060702@biocede.com> References: <434843EF.7060702@biocede.com> Message-ID: <589c94400510081626w51f86643ia8cffe467cc4274e@mail.gmail.com> On 10/9/05, Garth Johnson wrote: > I have a need to connect a specific queue in my RT to an external > application for specific entries. For example, if a user requests a new > account to be made in the 'Remote Accounts' queue and IS a member of the > proper group AND all the required fields are filled - kick off an > external application to build the account and await final 'okey dokey' > from the admin to send out the 'new account info email' and finalize > it. ..and then modify the same methods for other account changes/requests. > > Are there any folx out there that either know where to look for an > example of this sort of thing (I have looked, but came up dry) or that > have such a thing they are willing to share? I already have the account > building application completed, I just need RT to trigger it somehow. I > assume scrips are the way, but am having difficulty wrapping my head > around the 'how' of it. Is there more documentation somewhere or > examples on usage that area long this line? http://wiki.bestpractical.com/index.cgi?WriteCustomAction ? > > Thanks in advance, > > Garth Johnson > _______________________________________________ > 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 bill at telnetcommunications.com Sat Oct 8 23:25:10 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Sat, 8 Oct 2005 23:25:10 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> Message-ID: <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> Hi Ruslan: yes you are correct about the distro Perl /usr/bin/perl -v --- gives output of 5.8.0 /usr/local/bin/perl -v --- gives output of 5.8.7 running 'locate DBI' comes back with no response, same thing for 'locate DBI.pm' if that matters when you are referring to the configure script, what configure script are you referring to...for what package. I installed DBI and every other perl module from cpan, mostly by using 'make fixdeps' DBI is version 1.48 Bill ----- Original Message ----- From: "Ruslan Zakirov" To: "Bill Sandiford" Cc: Sent: Saturday, October 08, 2005 7:18 PM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 On 10/9/05, Bill Sandiford wrote: > Hello All: > > I'm having a problem with a new install of RT. I've searched through > google > and the list archive and found other people that have had similar > problems, > but was unable to put my hand on a solution. > > Basically, everything went fine, install of everything was good, there > were > some dependencies that were missing but i fixed that with the make > testdeps, > make fixdeps procedure. > > I added the relevant info to the bottom of my httpd.conf file as per the > ManualInstallation guide, restarted apache, and when I browse to the page > I > get a 500 Internal server error. > > When I look at apache's error_log I get: > > [Sat Oct 8 16:28:12 2005] [error] Can't locate object method "connect" > via > package "DBI" at > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 108.\n > > I have verified that DBI is installed, (make testdeps confirmed). I tried > removing and re-installing DBI with cpan but there was no change...I still > get the same error. Please run 'locate DBI' from shell. I think you installed perl and also have distro's perl installed. By default configure script choose default perl in '/usr/bin/perl'. You have to run `PERL=/usr/local/bin/perl ./configure`. Also you use mod_perl then you have to build it against perl you want to use with RT. Hope this would help you. > > Here are my versions. > > RT 3.4.4 > uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT > 2003 > i686 i686 i386 GNU/Linux > mysql 4.1.14 > Apache 1.3.33 > mod_perl 1.29 > perl v5.8.7 > > Any help would be appreciated !!! > > Regards, > Bill > > _______________________________________________ > 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 bill at telnetcommunications.com Sat Oct 8 23:34:04 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Sat, 8 Oct 2005 23:34:04 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM><589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> Message-ID: <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> FYI in the Makefile for RT, PERL=/usr/local/bin/perl in the Makefile for mod_perl, PERL=/usr/local/bin/perl output of 'find / -name DBI.pm -print' /root/.cpan/build/Apache-DBI-0.94/DBI.pm /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm /root/.cpan/build/DBI-1.48/DBI.pm /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm ----- Original Message ----- From: "Bill Sandiford" To: "Ruslan Zakirov" Cc: Sent: Saturday, October 08, 2005 11:25 PM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > Hi Ruslan: > > yes you are correct about the distro Perl > > /usr/bin/perl -v --- gives output of 5.8.0 > /usr/local/bin/perl -v --- gives output of 5.8.7 > > running 'locate DBI' comes back with no response, same thing for 'locate > DBI.pm' if that matters > > when you are referring to the configure script, what configure script are > you referring to...for what package. > > I installed DBI and every other perl module from cpan, mostly by using > 'make fixdeps' > > DBI is version 1.48 > > Bill > > > > ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Bill Sandiford" > Cc: > Sent: Saturday, October 08, 2005 7:18 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > On 10/9/05, Bill Sandiford wrote: >> Hello All: >> >> I'm having a problem with a new install of RT. I've searched through >> google >> and the list archive and found other people that have had similar >> problems, >> but was unable to put my hand on a solution. >> >> Basically, everything went fine, install of everything was good, there >> were >> some dependencies that were missing but i fixed that with the make >> testdeps, >> make fixdeps procedure. >> >> I added the relevant info to the bottom of my httpd.conf file as per the >> ManualInstallation guide, restarted apache, and when I browse to the page >> I >> get a 500 Internal server error. >> >> When I look at apache's error_log I get: >> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method "connect" >> via >> package "DBI" at >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line >> 108.\n >> >> I have verified that DBI is installed, (make testdeps confirmed). I >> tried >> removing and re-installing DBI with cpan but there was no change...I >> still >> get the same error. > Please run 'locate DBI' from shell. > I think you installed perl and also have distro's perl installed. By > default configure script choose default perl in '/usr/bin/perl'. You > have to run > `PERL=/usr/local/bin/perl ./configure`. > Also you use mod_perl then you have to build it against perl you want > to use with RT. > > Hope this would help you. > >> >> Here are my versions. >> >> RT 3.4.4 >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT >> 2003 >> i686 i686 i386 GNU/Linux >> mysql 4.1.14 >> Apache 1.3.33 >> mod_perl 1.29 >> perl v5.8.7 >> >> Any help would be appreciated !!! >> >> Regards, >> Bill >> >> _______________________________________________ >> 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 andy at wildbrain.com Sun Oct 9 01:48:33 2005 From: andy at wildbrain.com (Andrew Moran) Date: Sat, 08 Oct 2005 22:48:33 -0700 Subject: [rt-users] Upgrading from 3.4.3 to 3.4.4 - mod_perl2 on FC4 issues In-Reply-To: <1128809204.730.57.camel@fbsd1.dyndns.org> References: <43456A00.7090700@ozbergs.com> <20051006152817.A1278@cgi.jachomes.com> <43457FE3.7060400@ozbergs.com> <1128629047.40958.13.camel@scotth.emsphone.com> <43458E0C.7030509@ozbergs.com> <1128637794.19537.213.camel@moola.futuresource.com> <4345D442.5090303@ozbergs.com> <1128706252.40958.50.camel@scotth.emsphone.com> <43472EB5.90304@wildbrain.com> <1128809204.730.57.camel@fbsd1.dyndns.org> Message-ID: <4348AF31.9020207@wildbrain.com> I'm using 2.0.1 and it has it: basic [root at constantinople logs]$ rpm -qi mod_perl | grep Version Version : 2.0.1 Vendor: Red Hat, Inc. basic [root at constantinople logs]$ rpm -ql mod_perl | grep Apache2.pm /usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi/Bundle/Apache2.pm basic [root at constantinople logs]$ Unless RH is doing some kind of special version of it. --Andy Scott T. Hildreth wrote: >I believe the last version to have it was mod_perl 2.0 RC4 > >On Fri, 2005-10-07 at 19:28 -0700, Andrew Moran wrote: > > >>There's one on my system. It came in RH's mod_perl 2 RPM. I'm using it >>in our RT system on Fedora Core 4. >> >>--Andy >> >>Scott T. Hildreth wrote: >> >> >> >>>There isn't an Apache2.pm module anymore, I believe this is coming from >>>Mason. Did you upgrade HTML::Mason? >>> >>>On Thu, 2005-10-06 at 18:49 -0700, Stevo wrote: >>> >>> >>> >>> >>>>Guys, >>>> >>>>My Apache is hosed and I need some help!! I was running mod_perl1.99 >>>>and I upgraded to mod_perl2 and now when I try to start apache I get the >>>>following error: >>>> >>>>[Thu Oct 06 17:59:13 2005] [error] Can't locate Apache2.pm in @INC (@INC >>>>contains: /usr/local/rt3/local/lib /usr/local/rt3/lib >>>>/usr/lib/perl5/site_perl/5.8.6/i386-linux-thread-multi >>>>/usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi >>>>/usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi >>>>/usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi >>>>/usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.5 >>>>/usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 >>>>/usr/lib/perl5/site_perl >>>>/usr/lib/perl5/vendor_perl/5.8.6/i386-linux-thread-multi >>>>/usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi >>>>/usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi >>>>/usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi >>>>/usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.5 >>>>/usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 >>>>/usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.6/i386-linux-thread-multi >>>>/usr/lib/perl5/5.8.6 . /etc/httpd) at (eval 195) line 3.\n >>>>[Thu Oct 06 17:59:13 2005] [error] Can't load Perl module Apache2 for >>>>server itsupport.omneon.local:0, exiting... >>>> >>>>Where do I find Apache2.pm?? >>>> >>>>-Stevo >>>> >>>> >>>>_______________________________________________ >>>>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 Sun Oct 9 04:48:57 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 9 Oct 2005 12:48:57 +0400 Subject: [rt-users] Problem with new install of RT 3.4.4 In-Reply-To: <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> Message-ID: <589c94400510090148x763bee7bwaf7df7f163fd23aa@mail.gmail.com> On 10/9/05, Bill Sandiford wrote: > Hi Ruslan: > > yes you are correct about the distro Perl > > /usr/bin/perl -v --- gives output of 5.8.0 > /usr/local/bin/perl -v --- gives output of 5.8.7 > > running 'locate DBI' comes back with no response, same thing for 'locate > DBI.pm' if that matters If you installed DBI then you must have DBI.pm file in your system. > > when you are referring to the configure script, what configure script are > you referring to...for what package. RT's configure script. > > I installed DBI and every other perl module from cpan, mostly by using 'make > fixdeps' > > DBI is version 1.48 > > Bill > > > > ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Bill Sandiford" > Cc: > Sent: Saturday, October 08, 2005 7:18 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > On 10/9/05, Bill Sandiford wrote: > > Hello All: > > > > I'm having a problem with a new install of RT. I've searched through > > google > > and the list archive and found other people that have had similar > > problems, > > but was unable to put my hand on a solution. > > > > Basically, everything went fine, install of everything was good, there > > were > > some dependencies that were missing but i fixed that with the make > > testdeps, > > make fixdeps procedure. > > > > I added the relevant info to the bottom of my httpd.conf file as per the > > ManualInstallation guide, restarted apache, and when I browse to the page > > I > > get a 500 Internal server error. > > > > When I look at apache's error_log I get: > > > > [Sat Oct 8 16:28:12 2005] [error] Can't locate object method "connect" > > via > > package "DBI" at > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > > 108.\n > > > > I have verified that DBI is installed, (make testdeps confirmed). I tried > > removing and re-installing DBI with cpan but there was no change...I still > > get the same error. > Please run 'locate DBI' from shell. > I think you installed perl and also have distro's perl installed. By > default configure script choose default perl in '/usr/bin/perl'. You > have to run > `PERL=/usr/local/bin/perl ./configure`. > Also you use mod_perl then you have to build it against perl you want > to use with RT. > > Hope this would help you. > > > > > Here are my versions. > > > > RT 3.4.4 > > uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT > > 2003 > > i686 i686 i386 GNU/Linux > > mysql 4.1.14 > > Apache 1.3.33 > > mod_perl 1.29 > > perl v5.8.7 > > > > Any help would be appreciated !!! > > > > Regards, > > Bill > > > > _______________________________________________ > > 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 ruslan.zakirov at gmail.com Sun Oct 9 04:53:22 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 9 Oct 2005 12:53:22 +0400 Subject: [rt-users] Problem with new install of RT 3.4.4 In-Reply-To: <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> Message-ID: <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> On 10/9/05, Bill Sandiford wrote: > FYI > > in the Makefile for RT, PERL=/usr/local/bin/perl > in the Makefile for mod_perl, PERL=/usr/local/bin/perl This is good. > > output of 'find / -name DBI.pm -print' > > /root/.cpan/build/Apache-DBI-0.94/DBI.pm > /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > /root/.cpan/build/DBI-1.48/DBI.pm > /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm Ok. looks like you really have DBI installed and it's installed in correct location. File permissions could be reason of your problems. First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try as user of the apache server. May be you have too strict umask for root. > > > > ----- Original Message ----- > From: "Bill Sandiford" > To: "Ruslan Zakirov" > Cc: > Sent: Saturday, October 08, 2005 11:25 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > Hi Ruslan: > > > > yes you are correct about the distro Perl > > > > /usr/bin/perl -v --- gives output of 5.8.0 > > /usr/local/bin/perl -v --- gives output of 5.8.7 > > > > running 'locate DBI' comes back with no response, same thing for 'locate > > DBI.pm' if that matters > > > > when you are referring to the configure script, what configure script are > > you referring to...for what package. > > > > I installed DBI and every other perl module from cpan, mostly by using > > 'make fixdeps' > > > > DBI is version 1.48 > > > > Bill > > > > > > > > ----- Original Message ----- > > From: "Ruslan Zakirov" > > To: "Bill Sandiford" > > Cc: > > Sent: Saturday, October 08, 2005 7:18 PM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > On 10/9/05, Bill Sandiford wrote: > >> Hello All: > >> > >> I'm having a problem with a new install of RT. I've searched through > >> google > >> and the list archive and found other people that have had similar > >> problems, > >> but was unable to put my hand on a solution. > >> > >> Basically, everything went fine, install of everything was good, there > >> were > >> some dependencies that were missing but i fixed that with the make > >> testdeps, > >> make fixdeps procedure. > >> > >> I added the relevant info to the bottom of my httpd.conf file as per the > >> ManualInstallation guide, restarted apache, and when I browse to the page > >> I > >> get a 500 Internal server error. > >> > >> When I look at apache's error_log I get: > >> > >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method "connect" > >> via > >> package "DBI" at > >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > >> 108.\n > >> > >> I have verified that DBI is installed, (make testdeps confirmed). I > >> tried > >> removing and re-installing DBI with cpan but there was no change...I > >> still > >> get the same error. > > Please run 'locate DBI' from shell. > > I think you installed perl and also have distro's perl installed. By > > default configure script choose default perl in '/usr/bin/perl'. You > > have to run > > `PERL=/usr/local/bin/perl ./configure`. > > Also you use mod_perl then you have to build it against perl you want > > to use with RT. > > > > Hope this would help you. > > > >> > >> Here are my versions. > >> > >> RT 3.4.4 > >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT > >> 2003 > >> i686 i686 i386 GNU/Linux > >> mysql 4.1.14 > >> Apache 1.3.33 > >> mod_perl 1.29 > >> perl v5.8.7 > >> > >> Any help would be appreciated !!! > >> > >> Regards, > >> Bill > >> > >> _______________________________________________ > >> 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 > > > > -- Best regards, Ruslan. From bill at telnetcommunications.com Sun Oct 9 08:20:06 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Sun, 9 Oct 2005 08:20:06 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> Message-ID: <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> Both, /usr/local/bin/perl -MDBI -e'1' and sudo -u apache /usr/local/bin/perl -MDBI -e'1' return back to the shell prompt after giving no output. ----- Original Message ----- From: "Ruslan Zakirov" To: "Bill Sandiford" Cc: Sent: Sunday, October 09, 2005 4:53 AM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 On 10/9/05, Bill Sandiford wrote: > FYI > > in the Makefile for RT, PERL=/usr/local/bin/perl > in the Makefile for mod_perl, PERL=/usr/local/bin/perl This is good. > > output of 'find / -name DBI.pm -print' > > /root/.cpan/build/Apache-DBI-0.94/DBI.pm > /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > /root/.cpan/build/DBI-1.48/DBI.pm > /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm Ok. looks like you really have DBI installed and it's installed in correct location. File permissions could be reason of your problems. First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try as user of the apache server. May be you have too strict umask for root. > > > > ----- Original Message ----- > From: "Bill Sandiford" > To: "Ruslan Zakirov" > Cc: > Sent: Saturday, October 08, 2005 11:25 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > Hi Ruslan: > > > > yes you are correct about the distro Perl > > > > /usr/bin/perl -v --- gives output of 5.8.0 > > /usr/local/bin/perl -v --- gives output of 5.8.7 > > > > running 'locate DBI' comes back with no response, same thing for 'locate > > DBI.pm' if that matters > > > > when you are referring to the configure script, what configure script > > are > > you referring to...for what package. > > > > I installed DBI and every other perl module from cpan, mostly by using > > 'make fixdeps' > > > > DBI is version 1.48 > > > > Bill > > > > > > > > ----- Original Message ----- > > From: "Ruslan Zakirov" > > To: "Bill Sandiford" > > Cc: > > Sent: Saturday, October 08, 2005 7:18 PM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > On 10/9/05, Bill Sandiford wrote: > >> Hello All: > >> > >> I'm having a problem with a new install of RT. I've searched through > >> google > >> and the list archive and found other people that have had similar > >> problems, > >> but was unable to put my hand on a solution. > >> > >> Basically, everything went fine, install of everything was good, there > >> were > >> some dependencies that were missing but i fixed that with the make > >> testdeps, > >> make fixdeps procedure. > >> > >> I added the relevant info to the bottom of my httpd.conf file as per > >> the > >> ManualInstallation guide, restarted apache, and when I browse to the > >> page > >> I > >> get a 500 Internal server error. > >> > >> When I look at apache's error_log I get: > >> > >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method "connect" > >> via > >> package "DBI" at > >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > >> 108.\n > >> > >> I have verified that DBI is installed, (make testdeps confirmed). I > >> tried > >> removing and re-installing DBI with cpan but there was no change...I > >> still > >> get the same error. > > Please run 'locate DBI' from shell. > > I think you installed perl and also have distro's perl installed. By > > default configure script choose default perl in '/usr/bin/perl'. You > > have to run > > `PERL=/usr/local/bin/perl ./configure`. > > Also you use mod_perl then you have to build it against perl you want > > to use with RT. > > > > Hope this would help you. > > > >> > >> Here are my versions. > >> > >> RT 3.4.4 > >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT > >> 2003 > >> i686 i686 i386 GNU/Linux > >> mysql 4.1.14 > >> Apache 1.3.33 > >> mod_perl 1.29 > >> perl v5.8.7 > >> > >> Any help would be appreciated !!! > >> > >> Regards, > >> Bill > >> > >> _______________________________________________ > >> 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 > > > > -- Best regards, Ruslan. From Joerg.Ungermann at web.de Sun Oct 9 12:30:45 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Sun, 09 Oct 2005 18:30:45 +0200 Subject: [rt-users] Translations in Email Templates Message-ID: <818741687@web.de> We do need RT to send localised messages to the customers. With the Email templates we have translated the fixed text. How can the RT variables be translated in templates? Since they are the same in history and listactions, there should be a way Can you help? Thanks Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From lists at akphs.com Sun Oct 9 16:53:18 2005 From: lists at akphs.com (Phil Smith III) Date: Sun, 9 Oct 2005 15:53:18 -0500 Subject: [rt-users] Problems installing 3.4.4 with Postgres on FC3 Message-ID: I ran the install and, after some struggles, got all the dependencies to be happy. But when I did "httpd start", it complained that Apache2.pm wasn't found. @INC is close -- it includes: /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi But Apache2.pm was in /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Bundle/ along with ApacheTest.pm and DBI.pm. I copied Apache2.pm to /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi and then it complained that Apache/compat.pm wasn't found. So I copied that to /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache and then it complained that DBI.pm wasn't found. That one was in the installation info, so I did the perl -MCPAN -e 'install Apache::DBI' (which presumably (?) would have solved the other 2 problems -- but why didn't the installation get this one right?) and then httpd started, but complained: No root path(s) specified at /opt/rt3/bin/webmux.pl line 99 and visiting the root URL got a 404: The requested URL /index.html was not found on this server. which at least seems consistent with it being confused about the root path. Googling and searching the archives suggests that there's a bug that causes something (webmux.pl?) to be run twice, and that adding: system("touch $RT::MasonDataDir/obj/fake_file"); to webmux.pl (presumably just before the failure) is the fix. So I did that, and now httpd starts cleanly, but still 404s. The DocumentRoot statement reads: DocumentRoot /opt/rt3/share/html and there is an index.html in that directory. Googling for this one didn't seem to shed any light. I feel like I've made progress, but I'm not there yet, and can't really even tell if I'm moving in the right direction. Any and all suggestions are appreciated. Least hypothesis is that I don't understand the section about configuring httpd.conf. RT is the only web service on that machine. The section I added to httpd.conf is (IP/hostname changed): ServerName my.servername.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTP-8 # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl RedirectMatch permanent (.*)/$ http://levanta.com$1/index.html SetHandler perl-script PerlHandler RT::Mason Disclaimer: I'm far from a Linux expert. So if I've done something wildly stupid (likely!), be gentle ;-) Thanks, -- ...phsiii From r at elhames.co.uk Sun Oct 9 18:08:47 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Sun, 9 Oct 2005 23:08:47 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) References: <1128367898.11459.151.camel@james.homebydesign.com><589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com><4342963D.5000508@pipex.net><434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net><589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com><43453B0E.1010600@pipex.net> <43469429.7090406@pipex.net><20051007162927.GP5078@bestpractical.com><4346AC99.4040305@pipex.net> <20051007173912.GB31988@bestpractical.com> Message-ID: <003301c5cd1e$05b729d0$52c593c3@tiger> > > > >Can you make it happen without a locally modififed autohanlder and > > >Search/Build.html? > > > > > > > >I can replicate the error on raw rt-3.4.4 install without any customisation then yes I can .. > > using the populated database. > > Right. What's that stack trace look like? error: RT::Attribute::Name Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 /opt/rt3/lib/RT/Attributes_Overlay.pm:81 /opt/rt3/lib/RT/Attributes_Overlay.pm:73 /opt/rt3/lib/RT/Attributes_Overlay.pm:88 /opt/rt3/lib/RT/Attributes_Overlay.pm:119 /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 /opt/rt3/share/html/Search/Elements/EditSearches:75 /opt/rt3/share/html/Search/Build.html:99 /opt/rt3/share/html/autohandler:215 Again it took a day or so to get it to prop up again ... I think (though can't be 100% sure) , this error does not appear if RT is running without ssl. Roy From r at elhames.co.uk Sun Oct 9 18:17:00 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Sun, 9 Oct 2005 23:17:00 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) References: <1128367898.11459.151.camel@james.homebydesign.com><589c94400510031505l30c00e77s365388f07d5959af@mail.gmail.com><4342963D.5000508@pipex.net><434326B1.2080004@u.washington.edu> <4345277B.80805@pipex.net><589c94400510060739p1d1f04dq9f5277469c7a1714@mail.gmail.com><43453B0E.1010600@pipex.net> <43469429.7090406@pipex.net><20051007162927.GP5078@bestpractical.com><4346AC99.4040305@pipex.net> <20051007173912.GB31988@bestpractical.com> Message-ID: <004d01c5cd1f$2b70cc20$52c593c3@tiger> Sorry about earlier posting not sure what happened there: The below error from un-customised rt with populated database: error: RT::Attribute::Name Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 /opt/rt3/lib/RT/Attributes_Overlay.pm:81 /opt/rt3/lib/RT/Attributes_Overlay.pm:73 /opt/rt3/lib/RT/Attributes_Overlay.pm:88 /opt/rt3/lib/RT/Attributes_Overlay.pm:119 /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 /opt/rt3/share/html/Search/Elements/EditSearches:75 /opt/rt3/share/html/Search/Build.html:99 /opt/rt3/share/html/autohandler:215 I can't be 100% sure but it seems to me this error only occur if running with ssl?? Roy > > > > >Can you make it happen without a locally modififed autohanlder and > > >Search/Build.html? > > > > > > > > This is a bit too clever for me but if you mean if I can replicate the > > error on raw rt-3.4.4 install without any customisation then yes I can .. > > using the populated database. > > Right. What's that stack trace look like? > > > The error first appear when you load a saved search, then it appears > > every other request to build.html (from Tabs,adding column, apply saved > > search) > > the system is on apache2, mod_perl v2.000001, DBIx::SearchBuilder v1.33; > > HTML::Mason v1.3101; mysql 4.14 on remote host and mod_ssl > > > > Roy > > > > > > > > > > > > > > > >>Roy > > >> > > >>Roy El-Hames wrote: > > >> > > >> > > >> > > >>>Ruslan and Co: > > >>>Well I am not geting the Name object error anymore so maybe just maybe > > >>>the below change helped me, but now I am having the error in > > >>>RT::Attribute::Description > > >>> > > >>>stack : > > >>> > > >>>/usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 > > >>>/opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:63 > > >>>/opt/rt3/share/html/Search/Elements/EditSearches:75 > > >>>/opt/rt3/local/html/Search/Build.html:130 > > >>>/opt/rt3/local/html/autohandler:203 > > >>> > > >>>I changed > > >>>return $self->{'Attribute'}->Description(); > > >>>to: return $self->{'Attribute'}->__Value('Description'); > > >>>in savedsearch.pm that does not fix it , and this is as far as my poor > > >>>perl can help me ... so anything else I should try?? > > >>> > > >>>Roy > > >>> > > >>> > > >>> > > >>>Ruslan Zakirov wrote: > > >>> > > >>> > > >>> > > >>>>On 10/6/05, Roy El-Hames wrote: > > >>>> > > >>>> > > >>>> > > >>>> > > >>>>>I wonder if this would help: > > >>>>>http://lists.fsck.com/pipermail/rt-users/2004-July/024348.html > > >>>>> > > >>>>>I changed > > >>>>>push @{$self->{'attr'}->{$attr->Name}}, $attr; > > >>>>>to: > > >>>>>push @{$self->{'attr'}->{$attr->__Value('Name')}}, $attr > > >>>>> > > >>>>>Now trying hard to replicate the error . > > >>>>> > > >>>>> > > >>>>> > > >>>>I didn't try reproduce error yet. > > >>>> > > >>>>This change of couse will hide error, but it's a workaround because > > >>>>AUTOLOAD sub MUST execute $attr->__Value('Name') finally when > > >>>>$attr->Name is called, but AUTOLOAD also checks if field 'Name' exists > > >>>>in $attr class. You see error this means check sometime fails for your > > >>>>setups and/or special test cases. > > >>>> > > >>>>Roy and other, if this bug bite you too often you could use this > > >>>>change to workaround problem. > > >>>> > > >>>> > > >>>> > > >>>> > > >>>> > > >>>>>Roy > > >>>>> > > >>>>>Joby Walker wrote: > > >>>>> > > >>>>> > > >>>>> > > >>>>> > > >>>>> > > >>>>>>-----BEGIN PGP SIGNED MESSAGE----- > > >>>>>>Hash: SHA1 > > >>>>>> > > >>>>>>I have no idea how this could impact things but... > > >>>>>> > > >>>>>>I just installed the RT-OnlineDocs and to support it added > > >>>>>>Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This caused > > >>>>>>the exact same issues as Jim and Roy. When I backed out those two > > >>>>>>packages, everything seems fine. > > >>>>>> > > >>>>>>Joby Walker > > >>>>>>ITI SSG, University of Washington > > >>>>>>- -- > > >>>>>>PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > > >>>>>> > > >>>>>> > > >>>>>>Roy El-Hames wrote: > > >>>>>> > > >>>>>> > > >>>>>> > > >>>>>> > > >>>>>> > > >>>>>> > > >>>>>>>Glad to see Ruslan as helpful a ever .. > > >>>>>>>I get the same error in Querybuilder, not neccessary loading a saved > > >>>>>>>search but when I when applying advanced search or adding a > > >>>>>>>column to > > >>>>>>>results , sometimes it correct it and other user just have to kill > > >>>>>>>the > > >>>>>>>browser and start again ..it happens with both IE and firefox .. > > >>>>>>>The system is RT-3.4.4 , remost host mysql > > >>>>>>>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 > > >>>>>>> > > >>>>>>>I mentioned it twice before and just thought I'll mention it again > > >>>>>>>, is > > >>>>>>>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very > > >>>>>>>smoothly, now we having to restart mysql twice to 3 times a day .. > > >>>>>>> > > >>>>>>>Roy > > >>>>>>> > > >>>>>>>Ruslan Zakirov wrote: > > >>>>>>> > > >>>>>>> > > >>>>>>> > > >>>>>>> > > >>>>>>> > > >>>>>>> > > >>>>>>> > > >>>>>>>>On 10/3/05, Jim Rice wrote: > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>>>On 10/3/05, Jim Rice wrote: > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>>>I've seen similar postings in the archives, but no solution. > > >>>>>>>>>>> > > >>>>>>>>>>>New installation, nothing custom (yet), only one saved search. > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>SavedSearch is the reason of error. > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>> > > >>>>>>>>>>>>From Home page, click on Tickets and get: > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>>> > > >>>>>>>>>>>> > > >>>>>>>>>>>> > > >>>>>>>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. > > >>>>>>>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > > >>>>>>>>>>> > > >>>>>>>>>>>context: > > >>>>>>>>>>>... > > >>>>>>>>>>>492: else { > > >>>>>>>>>>>493: my ( $package, $filename, $line ); > > >>>>>>>>>>>494: ( $package, $filename, $line ) = caller; > > >>>>>>>>>>>495: > > >>>>>>>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename line > > >>>>>>>>>>>$line) > > >>>>>>>>>>>\n"; > > >>>>>>>>>>>497: } > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>>I thought it might be, but would you care to elaborate? > > >>>>>>>>> > > >>>>>>>>>Is it a bug? Is there a fix? Was it something I said? > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>As far as I understand you use > > >>>>>>>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches > > >>>>>>>>that is external contribution, if you read that page you'll see your > > >>>>>>>>error there. > > >>>>>>>> > > >>>>>>>>I think Stephen may know about error more, Stephen? > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>> > > >>>>>>>>>Thanks! > > >>>>>>>>> > > >>>>>>>>>-- > > >>>>>>>>>Jim Rice > > >>>>>>>>>by Design Publishing > > >>>>>>>>>11626 N. Tracey Road > > >>>>>>>>>Hayden, Idaho 83835 > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>> > > >>>>>>>>-- > > >>>>>>>>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 > > >>>>>>> > > >>>>>>> > > >>>>>>> > > >>>>>>> > > >>>>>>> > > >>>>>>-----BEGIN PGP SIGNATURE----- > > >>>>>>Version: GnuPG v1.4.1 (GNU/Linux) > > >>>>>>Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > >>>>>> > > >>>>>>iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID > > >>>>>>+epbV4/9fifww/OOi74hLbk= > > >>>>>>=Egn3 > > >>>>>>-----END PGP SIGNATURE----- > > >>>>>> > > >>>>>> > > >>>>>> > > >>>>>> > > >>>>>> > > >>>>>> > > >>>>> > > >>>>> > > >>>>> > > >>>> > > >>>>-- > > >>>>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 From rob at hooft.net Mon Oct 10 08:14:59 2005 From: rob at hooft.net (Rob W.W. Hooft) Date: Mon, 10 Oct 2005 14:14:59 +0200 Subject: [rt-users] Upgrade from 3.0.11 -> 3.4.4. Am I missing something? Message-ID: <434A5B43.6080607@hooft.net> Having received my copy of RT Essentials, I have tried to upgrade my RT3.0.x system to 3.4.4 today. I first made a complete copy of the mysql database such that I would not be sensitive to upgrade disasters. The upgrade of that copied database worked fine, but at some point, the comments and correspondences in the ticket histories showed up only as a single line, without their contents. This happened in the 3.0 as well as the 3.4 version (running in two separate apache/mod_perl instances), and it caused me lots of sweat. I have been playing with the different daemons running on the server, and concluded that I probably had a resource problem: with one version of RT running at a time it seemed to work. So I decided to finalize the upgrade with a single 3.4 database. You guess what happens: I now have only one line per transaction again, and no way of getting the contents of the comments or correspondence visible any more..... Help? Rob Hooft -- Rob W.W. Hooft || rob at hooft.net || http://www.hooft.net/people/rob/ From maxime.levasseur at b3g-telecom.com Mon Oct 10 08:18:07 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Mon, 10 Oct 2005 14:18:07 +0200 Subject: [rt-users] Fedora 4 problem with RT 3.5.5 Message-ID: <434A5BFF.1060605@b3g-telecom.com> Hi all, Got a launching problem with a new Fedora install. I followed all the steps described on http://wiki.bestpractical.com/index.cgi?FedoraCore4InstallGuide and it's not my first RT installation. Got : * RT 3.5.5 * Fedora Core 4 * Apache2 * Mod_perl 2.0.1 * Mysql 4.1.12 * Perl 5.8.6 * HTML::Mason 1.3101 make fixdeps gives me a good result : nothing is missing. make install and make initialize database : ok, no problem. Nothing special on my RT_Siteconfig.conf and a very basic Virtual Host in my httpd.conf Got an error launching Apache. My errors.log fil gives me : [Mon Oct 10 14:10:07 2005] [error] Could not create '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission denied\nStack:\n [/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:185]\n [/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:155]\n [/usr/lib/perl5/site_perl/5.8.6/Class/Container.pm:329]\n [/usr/lib/perl5/site_perl/5.8.6/Class/Container.pm:53]\n [/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm:624]\n [/opt/rt3/lib/RT/Interface/Web/Handler.pm:172]\n [/opt/rt3/lib/RT/Interface/Web/Handler.pm:136]\n [/opt/rt3/bin/webmux.pl:87]\nCompilation failed in require at (eval 2) line 1.\n [Mon Oct 10 14:10:07 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server your.rt.server.hostname:0, exiting... Af anybody can provide some help, it would be great : ) I can't explain this ' permission denied '. Thanks a lot. Max. From klimkin at falkag.com Mon Oct 10 08:59:33 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Mon, 10 Oct 2005 16:59:33 +0400 Subject: [rt-users] Fedora 4 problem with RT 3.5.5 In-Reply-To: <434A5BFF.1060605@b3g-telecom.com> References: <434A5BFF.1060605@b3g-telecom.com> Message-ID: <434A65B5.2080908@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings Maxime! Maxime Levasseur wrote: > [Mon Oct 10 14:10:07 2005] [error] Could not create > '/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission > denied\nStack:\n > [/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:185]\n > [/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:155]\n > [/usr/lib/perl5/site_perl/5.8.6/Class/Container.pm:329]\n > [/usr/lib/perl5/site_perl/5.8.6/Class/Container.pm:53]\n > [/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm:624]\n > [/opt/rt3/lib/RT/Interface/Web/Handler.pm:172]\n > [/opt/rt3/lib/RT/Interface/Web/Handler.pm:136]\n > [/opt/rt3/bin/webmux.pl:87]\nCompilation failed in require at (eval 2) > line 1.\n > [Mon Oct 10 14:10:07 2005] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server your.rt.server.hostname:0, exiting... > > Af anybody can provide some help, it would be great : ) > I can't explain this ' permission denied '. /opt/rt3/var and subdirs should be writable by user, apache is running under. Use something like "chown apache:apache -R /opt/rt3/var; chmod g+w -R /opt/rt3/var" Or maybe www:www - it's up to distro. 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 iD8DBQFDSmW12ce6OqXQ52QRAluTAJ9xjPgt2X2T81QvZkPkTgMuSPqicQCfd1DE Rhw/zUioo4wBt9eFFPIZZ14= =1CX+ -----END PGP SIGNATURE----- From barnesaw at ucrwcu.rwc.uc.edu Mon Oct 10 09:04:35 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 10 Oct 2005 09:04:35 -0400 Subject: [rt-users] Upgrade from 3.0.11 -> 3.4.4. Am I missing something? In-Reply-To: <434A5B43.6080607@hooft.net> References: <434A5B43.6080607@hooft.net> Message-ID: <434A66E3.3040509@ucrwcu.rwc.uc.edu> Try deleting rtdir/var/mason_data/* Rob W.W. Hooft wrote: > Having received my copy of RT Essentials, I have tried to upgrade my > RT3.0.x system to 3.4.4 today. I first made a complete copy of the > mysql database such that I would not be sensitive to upgrade > disasters. The upgrade of that copied database worked fine, but at > some point, the comments and correspondences in the ticket histories > showed up only as a single line, without their contents. This happened > in the 3.0 as well as the 3.4 version (running in two separate > apache/mod_perl instances), and it caused me lots of sweat. I have > been playing with the different daemons running on the server, and > concluded that I probably had a resource problem: with one version of > RT running at a time it seemed to work. > > So I decided to finalize the upgrade with a single 3.4 database. > > You guess what happens: I now have only one line per transaction > again, and no way of getting the contents of the comments or > correspondence visible any more..... > > Help? > > Rob Hooft > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From les at futuresource.com Mon Oct 10 09:18:23 2005 From: les at futuresource.com (Les Mikesell) Date: Mon, 10 Oct 2005 08:18:23 -0500 Subject: [rt-users] Fedora 4 problem with RT 3.5.5 In-Reply-To: <434A5BFF.1060605@b3g-telecom.com> References: <434A5BFF.1060605@b3g-telecom.com> Message-ID: <1128950302.26387.1.camel@les-home.futuresource.com> On Mon, 2005-10-10 at 07:18, Maxime Levasseur wrote: > Af anybody can provide some help, it would be great : ) > I can't explain this ' permission denied '. With fedora, the first thing to check about unusual permission problems is whether SELinux is enabled. Note that you have to reboot to make a change in the settings take effect. -- Les Mikesell les at futuresource.com From rob at hooft.net Mon Oct 10 09:41:32 2005 From: rob at hooft.net (Rob W.W. Hooft) Date: Mon, 10 Oct 2005 15:41:32 +0200 Subject: [rt-users] Upgrade from 3.0.11 -> 3.4.4. Am I missing something? In-Reply-To: <434A5B43.6080607@hooft.net> References: <434A5B43.6080607@hooft.net> Message-ID: <434A6F8C.9030609@hooft.net> Rob W.W. Hooft wrote: > You guess what happens: I now have only one line per transaction again, > and no way of getting the contents of the comments or correspondence > visible any more..... Found the problem: The /tmp partition was full... with all the database manipulations, mysql.log had become 1.5GB.... Regards, Rob Hooft -- Rob W.W. Hooft || rob at hooft.net || http://www.hooft.net/people/rob/ From hilde.rafaelsen at cc.uit.no Mon Oct 10 10:00:50 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Mon, 10 Oct 2005 16:00:50 +0200 Subject: [rt-users] Refresh problem and duplicate comments Message-ID: Hi, Some of our users have reported an annoying problem with RT. If we press the refresh button in IE after we have add a comment to a ticket and pressed the submit button, the comment is displayed two times (or several times if we press refresh again). I assume this is because of some sessions variables that isn't deleted or something like that. Is there a way to solve this problem, without a configuration in every file in RT? ------------------------------------- Hilde Therese Lauvset Rafaelsen IT-avdelingen, Universitetet i Troms? Tlf: +47 77 64 58 01 From Ahalya_Nathan at mudnebr.com Mon Oct 10 10:03:41 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 10 Oct 2005 09:03:41 -0500 Subject: [rt-users] Problems installing 3.4.4 with Postgres on FC3 Message-ID: See if it works after removing the line "PerlModule Apache2 Apache::compat" from http.conf. Make sure that mod_perl is loaded like this: LoadModule perl_module modules/mod_perl.so Regards, 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 Phil Smith III Sent: Sunday, October 09, 2005 3:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problems installing 3.4.4 with Postgres on FC3 I ran the install and, after some struggles, got all the dependencies to be happy. But when I did "httpd start", it complained that Apache2.pm wasn't found. @INC is close -- it includes: /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi But Apache2.pm was in /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Bundle/ along with ApacheTest.pm and DBI.pm. I copied Apache2.pm to /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi and then it complained that Apache/compat.pm wasn't found. So I copied that to /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache and then it complained that DBI.pm wasn't found. That one was in the installation info, so I did the perl -MCPAN -e 'install Apache::DBI' (which presumably (?) would have solved the other 2 problems -- but why didn't the installation get this one right?) and then httpd started, but complained: No root path(s) specified at /opt/rt3/bin/webmux.pl line 99 and visiting the root URL got a 404: The requested URL /index.html was not found on this server. which at least seems consistent with it being confused about the root path. Googling and searching the archives suggests that there's a bug that causes something (webmux.pl?) to be run twice, and that adding: system("touch $RT::MasonDataDir/obj/fake_file"); to webmux.pl (presumably just before the failure) is the fix. So I did that, and now httpd starts cleanly, but still 404s. The DocumentRoot statement reads: DocumentRoot /opt/rt3/share/html and there is an index.html in that directory. Googling for this one didn't seem to shed any light. I feel like I've made progress, but I'm not there yet, and can't really even tell if I'm moving in the right direction. Any and all suggestions are appreciated. Least hypothesis is that I don't understand the section about configuring httpd.conf. RT is the only web service on that machine. The section I added to httpd.conf is (IP/hostname changed): ServerName my.servername.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTP-8 # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl RedirectMatch permanent (.*)/$ http://levanta.com$1/index.html SetHandler perl-script PerlHandler RT::Mason Disclaimer: I'm far from a Linux expert. So if I've done something wildly stupid (likely!), be gentle ;-) Thanks, -- ...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 From maxime.levasseur at b3g-telecom.com Mon Oct 10 10:23:45 2005 From: maxime.levasseur at b3g-telecom.com (Maxime Levasseur) Date: Mon, 10 Oct 2005 16:23:45 +0200 Subject: [rt-users] Fedora 4 problem with RT 3.5.5 In-Reply-To: <434A65B5.2080908@falkag.com> References: <434A5BFF.1060605@b3g-telecom.com> <434A65B5.2080908@falkag.com> Message-ID: <434A7971.2000304@b3g-telecom.com> Maxime Levasseur wrote: >>[Mon Oct 10 14:10:07 2005] [error] Could not create >>'/opt/rt3/var/mason_data/obj/.__obj_create_marker': Permission >>denied\nStack:\n >>[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:185]\n >>[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Interp.pm:155]\n >>[/usr/lib/perl5/site_perl/5.8.6/Class/Container.pm:329]\n >>[/usr/lib/perl5/site_perl/5.8.6/Class/Container.pm:53]\n >>[/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm:624]\n >>[/opt/rt3/lib/RT/Interface/Web/Handler.pm:172]\n >>[/opt/rt3/lib/RT/Interface/Web/Handler.pm:136]\n >>[/opt/rt3/bin/webmux.pl:87]\nCompilation failed in require at (eval 2) >>line 1.\n >>[Mon Oct 10 14:10:07 2005] [error] Can't load Perl file: >>/opt/rt3/bin/webmux.pl for server your.rt.server.hostname:0, exiting... >> >>Af anybody can provide some help, it would be great : ) >>I can't explain this ' permission denied '. >> >> > >/opt/rt3/var and subdirs should be writable by user, apache is running >under. >Use something like "chown apache:apache -R /opt/rt3/var; chmod g+w -R >/opt/rt3/var" > >Or maybe www:www - it's up to distro. > > > Hi Danial, Thanks for your response .. It solved my problem once SELinux disabled. Everything works fine now : ) Max. From todd at chaka.net Mon Oct 10 11:02:50 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Oct 2005 11:02:50 -0400 Subject: [rt-users] Refresh problem and duplicate comments In-Reply-To: References: Message-ID: <20051010150250.GP14862@chaka.net> That's not a problem with RT. When you press the button to submit a comment an HTTP POST is done. If you refresh the page the POST is done again. There are ways this could be avoided by changing RT but it is a common problem among web apps. -Todd On Mon, Oct 10, 2005 at 04:00:50PM +0200, Hilde T Lauvset Rafaelsen wrote: > Hi, > > Some of our users have reported an annoying problem with RT. If we press the refresh button in IE after we have add a comment to a ticket and pressed the submit button, the comment is displayed two times (or several times if we press refresh again). I assume this is because of some sessions variables that isn't deleted or something like that. > > Is there a way to solve this problem, without a configuration in every file in RT? > > From rpmonkey at gmail.com Mon Oct 10 11:41:38 2005 From: rpmonkey at gmail.com (Chris Valdez) Date: Mon, 10 Oct 2005 08:41:38 -0700 Subject: [rt-users] Searching Custom Fields In-Reply-To: <20051008142042.GN14862@chaka.net> References: <20051008142042.GN14862@chaka.net> Message-ID: Here is the query that was generated: SELECT DISTINCT main.* FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ((Obje ctCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND( (ObjectCustomFieldValues_1.Disabled = '0')) AND( ObjectCustomFieldValues_1.ObjectId = main.id ) ) JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFieldValues_1.CustomField) AND( (CustomFields_2.Name = 'Product'))) WHERE ((main.EffectiveId = main.id )) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%IPM%')AND ( (main.Status = 'new')OR(main.Status = 'open') ) ) ORDER BY main.idASC LIMIT 50 Any ideas? On 10/8/05, Todd Chapman wrote: > > On Fri, Oct 07, 2005 at 09:54:08AM -0700, Chris Valdez wrote: > > Hi folks, > > > > I'm currently running RT 3.4.1, and it's working very well for me, > except > > that when I try to search on a custom field, it always returns 0 results > > even when it should be returning results. Is this an issue that would be > > resolved by upgrading to 3.4.4? Is there something to check that I may > have > > mis-configured? > > > > Thanks for any help! > > > > -cv > > Turn on the option in MySQL where it logs all the SQL it runs > and then figure out what query was really generated. > > It might also help to send us the query... > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Oct 10 11:43:05 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Oct 2005 11:43:05 -0400 Subject: [rt-users] Searching Custom Fields In-Reply-To: References: <20051008142042.GN14862@chaka.net> Message-ID: <20051010154305.GV6357@bestpractical.com> > ObjectCustomFieldValues_1.ObjectId = main.id ) That looks insanely suspect. How did you generate this query? From sven.sternberger at desy.de Mon Oct 10 11:20:53 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Mon, 10 Oct 2005 17:20:53 +0200 Subject: [rt-users] tidy up the user-table! Message-ID: <1128957654.27683.30.camel@pcx4546.desy.de> Hello! we have a problem with the user table. Most of the users have several entries in the db in the form loginname1 at host1.domain loginname1 at host2.domain realname1 at domain only the third one is the correct one. Now i utilize a canoncial map from postfix for the job but my question is how can I clean up the db. I can get all the Principals for the different user-entries, but where should I update the references? Tickets.Creator? Tickets.Owner? ACL? Groups? GroupMember? And is there any way to delete users? I have several thousand spam users in the table. A perl snippet to delete identified spam user and the related information would be great. regards sven From rpmonkey at gmail.com Mon Oct 10 11:54:08 2005 From: rpmonkey at gmail.com (Chris Valdez) Date: Mon, 10 Oct 2005 08:54:08 -0700 Subject: [rt-users] Searching Custom Fields In-Reply-To: <20051010154305.GV6357@bestpractical.com> References: <20051008142042.GN14862@chaka.net> <20051010154305.GV6357@bestpractical.com> Message-ID: All I did was turn on logging in mysql and then used the web interface to search for tickets where the Custom Field "Product" is like the string "IPM". The formatting of the main.id into a URL was done by gmail, it's not like that in the log. Sorry 'bout that, don't know what gmail was doing there. Thanks, On 10/10/05, Jesse Vincent wrote: > > > > ObjectCustomFieldValues_1.ObjectId = main.id < > http://main.id>) > > That looks insanely suspect. How did you generate this query? > -------------- next part -------------- An HTML attachment was scrubbed... URL: From yiqiang at happix.net Mon Oct 10 11:13:49 2005 From: yiqiang at happix.net (yiqiang) Date: Mon, 10 Oct 2005 23:13:49 +0800 Subject: [rt-users] trying to install rt3.4.4 Message-ID: <003801c5cdad$37c104c0$0a00000a@MANTA> Hi There, I have tried to install RequestTracker on my box running FC2. I am currently facing this problem when i do a 'make fixdeps' Wondering if theres any kind soul out there that could help me because i am not a linux guru When i do a 'make testdeps' It shows everything 'found' but at the end of the check, it says "SOMETHING WAS MISSING!" and when i do a 'make fixdeps' the following appears at the end. SOMETHING WAS MISSING! # Looks like your test died before it could output anything. make: *** [fixdeps] Error 255 Thanks to the kind soul in advance! With Regards, Low Ee Chiang MantaNetworks Pte Ltd From irene.gutierrez at gestion.unican.es Mon Oct 10 12:13:38 2005 From: irene.gutierrez at gestion.unican.es (Gutierrez Ruesga, Irene) Date: Mon, 10 Oct 2005 18:13:38 +0200 Subject: [rt-users] Notify a new user Message-ID: I must think it more. As soon as I have a little more free time I will put myself to it. Thanks for all. Irene -----Mensaje original----- De: Todd Chapman [mailto:todd at chaka.net] Enviado el: s?bado, 08 de octubre de 2005 16:36 Para: Joby Walker CC: rt-users at lists.bestpractical.com; Gutierrez Ruesga, Irene Asunto: Re: [rt-users] Notify a new user OK, I correct myself. A transaction is created but no scrips are run. Irene, you can still do what you want, but you will have to create a local RT::User library to do that. How good is your perl? -Todd On Sat, Oct 08, 2005 at 10:18:59AM -0400, Todd Chapman wrote: > I'm don't this what you said is true. Looking at my Transactions > table there are transaction where Type = 'Create and > ObjectType = 'RT::User'. > > So you should be able to write a scrip that send the admin an > e-mail. > > -Todd > > On Fri, Oct 07, 2005 at 10:11:50AM -0700, Joby Walker wrote: > > Scrips won't do that. Scrips are exclusively related to actions to take > > when a specific condition occurs on a ticket. > > > > Joby Walker > > ITI SSG, University of Washington > > > > > > Gutierrez Ruesga, Irene wrote: > > > I need to create a scrip that sends an email to the RTAdministrator when > > > a new user is created. > > > > > > Can you help me?. > > > Greetings, > _______________________________________________ > 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 Mon Oct 10 12:19:26 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 10 Oct 2005 20:19:26 +0400 Subject: [rt-users] tidy up the user-table! In-Reply-To: <1128957654.27683.30.camel@pcx4546.desy.de> References: <1128957654.27683.30.camel@pcx4546.desy.de> Message-ID: <589c94400510100919i6e19cbdcu668b13716acc5460@mail.gmail.com> On 10/10/05, Sven Sternberger wrote: > Hello! > > we have a problem with the user table. Most of the users > have several entries in the db in the form > > loginname1 at host1.domain > loginname1 at host2.domain > realname1 at domain > > only the third one is the correct one. Now i utilize a canoncial map > from postfix for the job but my question is how can > I clean up the db. > I can get all the Principals for the different user-entries, but where > should I update the references? > > Tickets.Creator? > Tickets.Owner? > ACL? > Groups? > GroupMember? > > And is there any way to delete users? I have several thousand spam > users in the table. A perl snippet to delete identified spam user and > the related information would be great. I write RTx-Shredder for this(distribution is on the CPAN). I've got some reports about problems when delete users. I'll fix them in 0.03 and this release would be suitable for your needs. If you have RT play ground you can try 0.02_02 dev release and see if it meets your requirments. > > regards > > sven > > _______________________________________________ > 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 irene.gutierrez at gestion.unican.es Mon Oct 10 12:33:26 2005 From: irene.gutierrez at gestion.unican.es (Gutierrez Ruesga, Irene) Date: Mon, 10 Oct 2005 18:33:26 +0200 Subject: [rt-users] Notify a new user Message-ID: Everything would be much more easy if I knew how RT sends an email from scrips. Thanks, Irene -----Mensaje original----- De: Garth Johnson [mailto:growlf at biocede.com] Enviado el: domingo, 09 de octubre de 2005 0:30 CC: Gutierrez Ruesga, Irene; rt-users at lists.bestpractical.com Asunto: Re: [rt-users] Notify a new user Perhaps not, but take a look at what modifying the templates will do - since this is fired off on each new user created automagicly from incoming email. Look at http://wiki.bestpractical.com/index.cgi?AutogeneratedPassword for some ideas? Joby Walker wrote: >Scrips won't do that. Scrips are exclusively related to actions to take >when a specific condition occurs on a ticket. > >Joby Walker >ITI SSG, University of Washington > > >Gutierrez Ruesga, Irene wrote: > > >>I need to create a scrip that sends an email to the RTAdministrator when >>a new user is created. >> >>Can you help me?. >>Greetings, >>_____________________________________________________ >>Irene Guti?rrez Ruesga >>Servicio de Inform?tica de la Universidad de Cantabria >>gutierri at gestion.unican.es Tfn: +34 942-201095 >> >> >> From jesse at bestpractical.com Mon Oct 10 12:39:41 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Oct 2005 12:39:41 -0400 Subject: [rt-users] Searching Custom Fields In-Reply-To: References: <20051008142042.GN14862@chaka.net> <20051010154305.GV6357@bestpractical.com> Message-ID: <20051010163941.GZ6357@bestpractical.com> On Mon, Oct 10, 2005 at 08:54:08AM -0700, Chris Valdez wrote: > All I did was turn on logging in mysql and then used the web interface to > search for tickets where the Custom Field "Product" is like the string > "IPM". > > The formatting of the main.id into a URL was done by > gmail, it's not like that in the log. Sorry 'bout that, don't know what > gmail was doing there. Can you send the query exactly as it was in the logs, possibly from a mailer that understands plain text? ;) > > Thanks, > > On 10/10/05, Jesse Vincent wrote: > > > > > > > ObjectCustomFieldValues_1.ObjectId = main.id < > > http://main.id>) > > > > That looks insanely suspect. How did you generate this query? > > > _______________________________________________ > 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 Mon Oct 10 12:54:30 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 10 Oct 2005 12:54:30 -0400 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) In-Reply-To: <004d01c5cd1f$2b70cc20$52c593c3@tiger> References: <20051007173912.GB31988@bestpractical.com> <004d01c5cd1f$2b70cc20$52c593c3@tiger> Message-ID: <20051010165430.GA13231@bestpractical.com> On Sun, Oct 09, 2005 at 11:17:00PM +0100, Raed El - Hames wrote: > Sorry about earlier posting not sure what happened there: > > The below error from un-customised rt with populated database: > error: RT::Attribute::Name Unimplemented in RT::Attributes. > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) Just before that line ( push @{$self->{'attr'}->{$attr->Name}}, $attr; ), insert the following debugging lines: $RT::Logger->crit("Loading an attribute - ".ref($attr) .' - '. $attr->_Value('Name')); $RT::Logger->crit("It can name" ) if $attr->can('Name'); Then see what you get in the logs just before this error. > > context: ... > 492: else { > 493: my ( $package, $filename, $line ); > 494: ( $package, $filename, $line ) = caller; > 495: > 496: die "$AUTOLOAD Unimplemented in $package. ($filename line > $line) \n"; > 497: } > 498: > 499: } > 500: > ... > > code stack: > /usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 > /opt/rt3/lib/RT/Attributes_Overlay.pm:81 > /opt/rt3/lib/RT/Attributes_Overlay.pm:73 > /opt/rt3/lib/RT/Attributes_Overlay.pm:88 > /opt/rt3/lib/RT/Attributes_Overlay.pm:119 > /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 > /opt/rt3/share/html/Search/Elements/EditSearches:75 > /opt/rt3/share/html/Search/Build.html:99 > /opt/rt3/share/html/autohandler:215 > > > I can't be 100% sure but it seems to me this error only occur if running > with ssl?? > > Roy > > > > > > > > >Can you make it happen without a locally modififed autohanlder and > > > >Search/Build.html? > > > > > > > > > > > This is a bit too clever for me but if you mean if I can replicate the > > > error on raw rt-3.4.4 install without any customisation then yes I can > .. > > > using the populated database. > > > > Right. What's that stack trace look like? > > > > > The error first appear when you load a saved search, then it appears > > > every other request to build.html (from Tabs,adding column, apply saved > > > search) > > > the system is on apache2, mod_perl v2.000001, DBIx::SearchBuilder v1.33; > > > HTML::Mason v1.3101; mysql 4.14 on remote host and mod_ssl > > > > > > Roy > > > > > > > > > > > > > > > > > > > > > >>Roy > > > >> > > > >>Roy El-Hames wrote: > > > >> > > > >> > > > >> > > > >>>Ruslan and Co: > > > >>>Well I am not geting the Name object error anymore so maybe just > maybe > > > >>>the below change helped me, but now I am having the error in > > > >>>RT::Attribute::Description > > > >>> > > > >>>stack : > > > >>> > > > >>>/usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 > > > >>>/opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:63 > > > >>>/opt/rt3/share/html/Search/Elements/EditSearches:75 > > > >>>/opt/rt3/local/html/Search/Build.html:130 > > > >>>/opt/rt3/local/html/autohandler:203 > > > >>> > > > >>>I changed > > > >>>return $self->{'Attribute'}->Description(); > > > >>>to: return $self->{'Attribute'}->__Value('Description'); > > > >>>in savedsearch.pm that does not fix it , and this is as far as my > poor > > > >>>perl can help me ... so anything else I should try?? > > > >>> > > > >>>Roy > > > >>> > > > >>> > > > >>> > > > >>>Ruslan Zakirov wrote: > > > >>> > > > >>> > > > >>> > > > >>>>On 10/6/05, Roy El-Hames wrote: > > > >>>> > > > >>>> > > > >>>> > > > >>>> > > > >>>>>I wonder if this would help: > > > >>>>>http://lists.fsck.com/pipermail/rt-users/2004-July/024348.html > > > >>>>> > > > >>>>>I changed > > > >>>>>push @{$self->{'attr'}->{$attr->Name}}, $attr; > > > >>>>>to: > > > >>>>>push @{$self->{'attr'}->{$attr->__Value('Name')}}, $attr > > > >>>>> > > > >>>>>Now trying hard to replicate the error . > > > >>>>> > > > >>>>> > > > >>>>> > > > >>>>I didn't try reproduce error yet. > > > >>>> > > > >>>>This change of couse will hide error, but it's a workaround because > > > >>>>AUTOLOAD sub MUST execute $attr->__Value('Name') finally when > > > >>>>$attr->Name is called, but AUTOLOAD also checks if field 'Name' > exists > > > >>>>in $attr class. You see error this means check sometime fails for > your > > > >>>>setups and/or special test cases. > > > >>>> > > > >>>>Roy and other, if this bug bite you too often you could use this > > > >>>>change to workaround problem. > > > >>>> > > > >>>> > > > >>>> > > > >>>> > > > >>>> > > > >>>>>Roy > > > >>>>> > > > >>>>>Joby Walker wrote: > > > >>>>> > > > >>>>> > > > >>>>> > > > >>>>> > > > >>>>> > > > >>>>>>-----BEGIN PGP SIGNED MESSAGE----- > > > >>>>>>Hash: SHA1 > > > >>>>>> > > > >>>>>>I have no idea how this could impact things but... > > > >>>>>> > > > >>>>>>I just installed the RT-OnlineDocs and to support it added > > > >>>>>>Pod::Simple::HTML (and it's dependency -- Pod::Escapes). This > caused > > > >>>>>>the exact same issues as Jim and Roy. When I backed out those two > > > >>>>>>packages, everything seems fine. > > > >>>>>> > > > >>>>>>Joby Walker > > > >>>>>>ITI SSG, University of Washington > > > >>>>>>- -- > > > >>>>>>PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > > > >>>>>> > > > >>>>>> > > > >>>>>>Roy El-Hames wrote: > > > >>>>>> > > > >>>>>> > > > >>>>>> > > > >>>>>> > > > >>>>>> > > > >>>>>> > > > >>>>>>>Glad to see Ruslan as helpful a ever .. > > > >>>>>>>I get the same error in Querybuilder, not neccessary loading a > saved > > > >>>>>>>search but when I when applying advanced search or adding a > > > >>>>>>>column to > > > >>>>>>>results , sometimes it correct it and other user just have to > kill > > > >>>>>>>the > > > >>>>>>>browser and start again ..it happens with both IE and firefox .. > > > >>>>>>>The system is RT-3.4.4 , remost host mysql > > > >>>>>>>4.1.14,apache2,mod_perl2,mason1.31, ssl enabled, dbix 1.33 > > > >>>>>>> > > > >>>>>>>I mentioned it twice before and just thought I'll mention it > again > > > >>>>>>>, is > > > >>>>>>>rt-3.4.4 that bad or ist my experience .. 3-2-3 was running very > > > >>>>>>>smoothly, now we having to restart mysql twice to 3 times a day > .. > > > >>>>>>> > > > >>>>>>>Roy > > > >>>>>>> > > > >>>>>>>Ruslan Zakirov wrote: > > > >>>>>>> > > > >>>>>>> > > > >>>>>>> > > > >>>>>>> > > > >>>>>>> > > > >>>>>>> > > > >>>>>>> > > > >>>>>>>>On 10/3/05, Jim Rice wrote: > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>>>On Mon, 2005-10-03 at 22:44 +0400, Ruslan Zakirov wrote: > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>>>On 10/3/05, Jim Rice wrote: > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>>>I've seen similar postings in the archives, but no solution. > > > >>>>>>>>>>> > > > >>>>>>>>>>>New installation, nothing custom (yet), only one saved > search. > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>SavedSearch is the reason of error. > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>> > > > >>>>>>>>>>>>From Home page, click on Tickets and get: > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>>> > > > >>>>>>>>>>>> > > > >>>>>>>>>>>> > > > >>>>>>>>>>>error: RT::Attribute::Name Unimplemented in RT::Attributes. > > > >>>>>>>>>>>(/usr/local/rt3/lib/RT/Attributes_Overlay.pm line 81) > > > >>>>>>>>>>> > > > >>>>>>>>>>>context: > > > >>>>>>>>>>>... > > > >>>>>>>>>>>492: else { > > > >>>>>>>>>>>493: my ( $package, $filename, $line ); > > > >>>>>>>>>>>494: ( $package, $filename, $line ) = caller; > > > >>>>>>>>>>>495: > > > >>>>>>>>>>>496: die "$AUTOLOAD Unimplemented in $package. ($filename > line > > > >>>>>>>>>>>$line) > > > >>>>>>>>>>>\n"; > > > >>>>>>>>>>>497: } > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>>I thought it might be, but would you care to elaborate? > > > >>>>>>>>> > > > >>>>>>>>>Is it a bug? Is there a fix? Was it something I said? > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>As far as I understand you use > > > >>>>>>>>http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches > > > >>>>>>>>that is external contribution, if you read that page you'll see > your > > > >>>>>>>>error there. > > > >>>>>>>> > > > >>>>>>>>I think Stephen may know about error more, Stephen? > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>> > > > >>>>>>>>>Thanks! > > > >>>>>>>>> > > > >>>>>>>>>-- > > > >>>>>>>>>Jim Rice > > > >>>>>>>>>by Design Publishing > > > >>>>>>>>>11626 N. Tracey Road > > > >>>>>>>>>Hayden, Idaho 83835 > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>> > > > >>>>>>>>-- > > > >>>>>>>>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 > > > >>>>>>> > > > >>>>>>> > > > >>>>>>> > > > >>>>>>> > > > >>>>>>> > > > >>>>>>-----BEGIN PGP SIGNATURE----- > > > >>>>>>Version: GnuPG v1.4.1 (GNU/Linux) > > > >>>>>>Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > > >>>>>> > > > >>>>>>iD8DBQFDQyaxgA0gpghkf88RAtOLAJ4swReTYrVYvl5rjwm5vR4em91LRgCgqBID > > > >>>>>>+epbV4/9fifww/OOi74hLbk= > > > >>>>>>=Egn3 > > > >>>>>>-----END PGP SIGNATURE----- > > > >>>>>> > > > >>>>>> > > > >>>>>> > > > >>>>>> > > > >>>>>> > > > >>>>>> > > > >>>>> > > > >>>>> > > > >>>>> > > > >>>> > > > >>>>-- > > > >>>>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 > -- From bill at telnetcommunications.com Mon Oct 10 12:58:08 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Mon, 10 Oct 2005 12:58:08 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM><589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com><003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM><003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM><589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> Message-ID: <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> I'm still stuck with this error. Can't locate object method "connect" via package "DBI" at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 108.\n The other suggestions have been appreciated, but so far not able to resolve the issues. Does anyone else have any ideas? Regards, Bill ----- Original Message ----- From: "Bill Sandiford" To: "Ruslan Zakirov" Cc: Sent: Sunday, October 09, 2005 8:20 AM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > Both, > > /usr/local/bin/perl -MDBI -e'1' > and > sudo -u apache /usr/local/bin/perl -MDBI -e'1' > > return back to the shell prompt after giving no output. > > > ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Bill Sandiford" > Cc: > Sent: Sunday, October 09, 2005 4:53 AM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > On 10/9/05, Bill Sandiford wrote: >> FYI >> >> in the Makefile for RT, PERL=/usr/local/bin/perl >> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > This is good. >> >> output of 'find / -name DBI.pm -print' >> >> /root/.cpan/build/Apache-DBI-0.94/DBI.pm >> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm >> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm >> /root/.cpan/build/DBI-1.48/DBI.pm >> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm >> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm >> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm >> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm >> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm >> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > Ok. looks like you really have DBI installed and it's installed in > correct location. > File permissions could be reason of your problems. > First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try > as user of the apache server. > May be you have too strict umask for root. > >> >> >> >> ----- Original Message ----- >> From: "Bill Sandiford" >> To: "Ruslan Zakirov" >> Cc: >> Sent: Saturday, October 08, 2005 11:25 PM >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 >> >> >> > Hi Ruslan: >> > >> > yes you are correct about the distro Perl >> > >> > /usr/bin/perl -v --- gives output of 5.8.0 >> > /usr/local/bin/perl -v --- gives output of 5.8.7 >> > >> > running 'locate DBI' comes back with no response, same thing for >> > 'locate >> > DBI.pm' if that matters >> > >> > when you are referring to the configure script, what configure script >> > are >> > you referring to...for what package. >> > >> > I installed DBI and every other perl module from cpan, mostly by using >> > 'make fixdeps' >> > >> > DBI is version 1.48 >> > >> > Bill >> > >> > >> > >> > ----- Original Message ----- >> > From: "Ruslan Zakirov" >> > To: "Bill Sandiford" >> > Cc: >> > Sent: Saturday, October 08, 2005 7:18 PM >> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 >> > >> > >> > On 10/9/05, Bill Sandiford wrote: >> >> Hello All: >> >> >> >> I'm having a problem with a new install of RT. I've searched through >> >> google >> >> and the list archive and found other people that have had similar >> >> problems, >> >> but was unable to put my hand on a solution. >> >> >> >> Basically, everything went fine, install of everything was good, there >> >> were >> >> some dependencies that were missing but i fixed that with the make >> >> testdeps, >> >> make fixdeps procedure. >> >> >> >> I added the relevant info to the bottom of my httpd.conf file as per >> >> the >> >> ManualInstallation guide, restarted apache, and when I browse to the >> >> page >> >> I >> >> get a 500 Internal server error. >> >> >> >> When I look at apache's error_log I get: >> >> >> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method >> >> "connect" >> >> via >> >> package "DBI" at >> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line >> >> 108.\n >> >> >> >> I have verified that DBI is installed, (make testdeps confirmed). I >> >> tried >> >> removing and re-installing DBI with cpan but there was no change...I >> >> still >> >> get the same error. >> > Please run 'locate DBI' from shell. >> > I think you installed perl and also have distro's perl installed. By >> > default configure script choose default perl in '/usr/bin/perl'. You >> > have to run >> > `PERL=/usr/local/bin/perl ./configure`. >> > Also you use mod_perl then you have to build it against perl you want >> > to use with RT. >> > >> > Hope this would help you. >> > >> >> >> >> Here are my versions. >> >> >> >> RT 3.4.4 >> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT >> >> 2003 >> >> i686 i686 i386 GNU/Linux >> >> mysql 4.1.14 >> >> Apache 1.3.33 >> >> mod_perl 1.29 >> >> perl v5.8.7 >> >> >> >> Any help would be appreciated !!! >> >> >> >> Regards, >> >> Bill >> >> >> >> _______________________________________________ >> >> 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 >> > >> >> > > > -- > 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 ruslan.zakirov at gmail.com Mon Oct 10 13:18:14 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 10 Oct 2005 21:18:14 +0400 Subject: [rt-users] Problem with new install of RT 3.4.4 In-Reply-To: <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> Message-ID: <589c94400510101018w1d8f91ddva2a4a8bd4594667d@mail.gmail.com> On 10/10/05, Bill Sandiford wrote: > I'm still stuck with this error. > > Can't locate object method "connect" via package "DBI" at > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 108.\n > > The other suggestions have been appreciated, but so far not able to resolve > the issues. Does anyone else have any ideas? add 'use DBI;' string to the /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm but I checked this file in my system and it has this string there. Did you install RT with devel mode enabled? > > Regards, > Bill > ----- Original Message ----- > From: "Bill Sandiford" > To: "Ruslan Zakirov" > Cc: > Sent: Sunday, October 09, 2005 8:20 AM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > Both, > > > > /usr/local/bin/perl -MDBI -e'1' > > and > > sudo -u apache /usr/local/bin/perl -MDBI -e'1' > > > > return back to the shell prompt after giving no output. > > > > > > ----- Original Message ----- > > From: "Ruslan Zakirov" > > To: "Bill Sandiford" > > Cc: > > Sent: Sunday, October 09, 2005 4:53 AM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > On 10/9/05, Bill Sandiford wrote: > >> FYI > >> > >> in the Makefile for RT, PERL=/usr/local/bin/perl > >> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > > This is good. > >> > >> output of 'find / -name DBI.pm -print' > >> > >> /root/.cpan/build/Apache-DBI-0.94/DBI.pm > >> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > >> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > >> /root/.cpan/build/DBI-1.48/DBI.pm > >> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > >> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > >> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > >> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > >> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > >> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > > Ok. looks like you really have DBI installed and it's installed in > > correct location. > > File permissions could be reason of your problems. > > First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try > > as user of the apache server. > > May be you have too strict umask for root. > > > >> > >> > >> > >> ----- Original Message ----- > >> From: "Bill Sandiford" > >> To: "Ruslan Zakirov" > >> Cc: > >> Sent: Saturday, October 08, 2005 11:25 PM > >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >> > >> > >> > Hi Ruslan: > >> > > >> > yes you are correct about the distro Perl > >> > > >> > /usr/bin/perl -v --- gives output of 5.8.0 > >> > /usr/local/bin/perl -v --- gives output of 5.8.7 > >> > > >> > running 'locate DBI' comes back with no response, same thing for > >> > 'locate > >> > DBI.pm' if that matters > >> > > >> > when you are referring to the configure script, what configure script > >> > are > >> > you referring to...for what package. > >> > > >> > I installed DBI and every other perl module from cpan, mostly by using > >> > 'make fixdeps' > >> > > >> > DBI is version 1.48 > >> > > >> > Bill > >> > > >> > > >> > > >> > ----- Original Message ----- > >> > From: "Ruslan Zakirov" > >> > To: "Bill Sandiford" > >> > Cc: > >> > Sent: Saturday, October 08, 2005 7:18 PM > >> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >> > > >> > > >> > On 10/9/05, Bill Sandiford wrote: > >> >> Hello All: > >> >> > >> >> I'm having a problem with a new install of RT. I've searched through > >> >> google > >> >> and the list archive and found other people that have had similar > >> >> problems, > >> >> but was unable to put my hand on a solution. > >> >> > >> >> Basically, everything went fine, install of everything was good, there > >> >> were > >> >> some dependencies that were missing but i fixed that with the make > >> >> testdeps, > >> >> make fixdeps procedure. > >> >> > >> >> I added the relevant info to the bottom of my httpd.conf file as per > >> >> the > >> >> ManualInstallation guide, restarted apache, and when I browse to the > >> >> page > >> >> I > >> >> get a 500 Internal server error. > >> >> > >> >> When I look at apache's error_log I get: > >> >> > >> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method > >> >> "connect" > >> >> via > >> >> package "DBI" at > >> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > >> >> 108.\n > >> >> > >> >> I have verified that DBI is installed, (make testdeps confirmed). I > >> >> tried > >> >> removing and re-installing DBI with cpan but there was no change...I > >> >> still > >> >> get the same error. > >> > Please run 'locate DBI' from shell. > >> > I think you installed perl and also have distro's perl installed. By > >> > default configure script choose default perl in '/usr/bin/perl'. You > >> > have to run > >> > `PERL=/usr/local/bin/perl ./configure`. > >> > Also you use mod_perl then you have to build it against perl you want > >> > to use with RT. > >> > > >> > Hope this would help you. > >> > > >> >> > >> >> Here are my versions. > >> >> > >> >> RT 3.4.4 > >> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 EDT > >> >> 2003 > >> >> i686 i686 i386 GNU/Linux > >> >> mysql 4.1.14 > >> >> Apache 1.3.33 > >> >> mod_perl 1.29 > >> >> perl v5.8.7 > >> >> > >> >> Any help would be appreciated !!! > >> >> > >> >> Regards, > >> >> Bill > >> >> > >> >> _______________________________________________ > >> >> 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 > >> > > >> > >> > > > > > > -- > > 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 > > -- Best regards, Ruslan. From lists at akphs.com Mon Oct 10 13:18:31 2005 From: lists at akphs.com (Phil Smith III) Date: Mon, 10 Oct 2005 12:18:31 -0500 Subject: [rt-users] Problems installing 3.4.4 with Postgres on FC3 In-Reply-To: Message-ID: Hmm. That LoadModule wasn't in httpd.conf, but adding it caused it to warn me that it was already loaded, so I removed it again. Commenting out the "PerlModule Apache2 Apache::compat" didn't seem to make any difference. I appreciate the suggestions; got any more? ;-) ...phsiii -----Original Message----- From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] Sent: Monday, October 10, 2005 9:04 AM To: Phil Smith III; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Problems installing 3.4.4 with Postgres on FC3 See if it works after removing the line "PerlModule Apache2 Apache::compat" from http.conf. Make sure that mod_perl is loaded like this: LoadModule perl_module modules/mod_perl.so Regards, 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 Phil Smith III Sent: Sunday, October 09, 2005 3:53 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problems installing 3.4.4 with Postgres on FC3 I ran the install and, after some struggles, got all the dependencies to be happy. But when I did "httpd start", it complained that Apache2.pm wasn't found. @INC is close -- it includes: /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi But Apache2.pm was in /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Bundle/ along with ApacheTest.pm and DBI.pm. I copied Apache2.pm to /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi and then it complained that Apache/compat.pm wasn't found. So I copied that to /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache and then it complained that DBI.pm wasn't found. That one was in the installation info, so I did the perl -MCPAN -e 'install Apache::DBI' (which presumably (?) would have solved the other 2 problems -- but why didn't the installation get this one right?) and then httpd started, but complained: No root path(s) specified at /opt/rt3/bin/webmux.pl line 99 and visiting the root URL got a 404: The requested URL /index.html was not found on this server. which at least seems consistent with it being confused about the root path. Googling and searching the archives suggests that there's a bug that causes something (webmux.pl?) to be run twice, and that adding: system("touch $RT::MasonDataDir/obj/fake_file"); to webmux.pl (presumably just before the failure) is the fix. So I did that, and now httpd starts cleanly, but still 404s. The DocumentRoot statement reads: DocumentRoot /opt/rt3/share/html and there is an index.html in that directory. Googling for this one didn't seem to shed any light. I feel like I've made progress, but I'm not there yet, and can't really even tell if I'm moving in the right direction. Any and all suggestions are appreciated. Least hypothesis is that I don't understand the section about configuring httpd.conf. RT is the only web service on that machine. The section I added to httpd.conf is (IP/hostname changed): ServerName my.servername.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTP-8 # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl RedirectMatch permanent (.*)/$ http://levanta.com$1/index.html SetHandler perl-script PerlHandler RT::Mason Disclaimer: I'm far from a Linux expert. So if I've done something wildly stupid (likely!), be gentle ;-) Thanks, -- ...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 From rpmonkey at gmail.com Mon Oct 10 13:37:28 2005 From: rpmonkey at gmail.com (Chris Valdez) Date: Mon, 10 Oct 2005 10:37:28 -0700 Subject: [rt-users] Searching Custom Fields In-Reply-To: Message-ID: Here it is: SELECT DISTINCT main.* FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ((ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND( (ObjectCustomFieldValues_1.Disabled = '0')) AND( ObjectCustomFieldValues_1.ObjectId = main.id)) JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFieldValues_1.CustomField) AND( (CustomFields_2.Name = 'Product'))) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%IPM%')AND ( (main.Status = 'new')OR(main.Status = 'open') ) ) ORDER BY main.id ASC LIMIT 50 Thanks, -cv ---------- Forwarded message ---------- From: Jesse Vincent Date: Oct 10, 2005 9:39 AM Subject: Re: [rt-users] Searching Custom Fields To: Chris Valdez Cc: rt-users at lists.bestpractical.com On Mon, Oct 10, 2005 at 08:54:08AM -0700, Chris Valdez wrote: > All I did was turn on logging in mysql and then used the web interface to > search for tickets where the Custom Field "Product" is like the string > "IPM". > > The formatting of the main.id into a URL was done by > gmail, it's not like that in the log. Sorry 'bout that, don't know what > gmail was doing there. Can you send the query exactly as it was in the logs, possibly from a mailer that understands plain text? ;) > > Thanks, > > On 10/10/05, Jesse Vincent < jesse at bestpractical.com> wrote: > > > > > > > ObjectCustomFieldValues_1.ObjectId = main.id < http://main.id> < > > http://main.id>) > > > > That looks insanely suspect. How did you generate this query? > > > _______________________________________________ > 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 Oct 10 14:23:12 2005 From: andy at wildbrain.com (Andy Moran) Date: Mon, 10 Oct 2005 11:23:12 -0700 Subject: [rt-users] Notifying Owners who are not watchers Message-ID: <434AB190.4010909@wildbrain.com> Is there an easy way to have a scrip notify the Owner only if the Owner is not also a Watcher on the queue? This is for correspondences and comments and such. --Andy From bill at telnetcommunications.com Mon Oct 10 14:36:13 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Mon, 10 Oct 2005 14:36:13 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM><589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com><003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM><003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM><589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com><001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> Message-ID: <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> use DBI; is already at the top of that file...first few lines of file looks like this # $Header: /home/jesse/DBIx-SearchBuilder/history/SearchBuilder/Handle.pm,v 1.21 2002/01/28 06:11:37 jesse Exp $ package DBIx::SearchBuilder::Handle; use strict; use Carp qw(croak cluck); use DBI; use Class::ReturnValue; use Encode; As far as devel mode goes, I don't know what you mean by this. To install, I followed the instructions at http://wiki.bestpractical.com/index.cgi?ManualInstallation ----- Original Message ----- From: "Bill Sandiford" To: "Ruslan Zakirov" Cc: Sent: Monday, October 10, 2005 12:58 PM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > I'm still stuck with this error. > > Can't locate object method "connect" via package "DBI" at > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 108.\n > > The other suggestions have been appreciated, but so far not able to > resolve the issues. Does anyone else have any ideas? > > Regards, > Bill > ----- Original Message ----- > From: "Bill Sandiford" > To: "Ruslan Zakirov" > Cc: > Sent: Sunday, October 09, 2005 8:20 AM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > >> Both, >> >> /usr/local/bin/perl -MDBI -e'1' >> and >> sudo -u apache /usr/local/bin/perl -MDBI -e'1' >> >> return back to the shell prompt after giving no output. >> >> >> ----- Original Message ----- >> From: "Ruslan Zakirov" >> To: "Bill Sandiford" >> Cc: >> Sent: Sunday, October 09, 2005 4:53 AM >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 >> >> >> On 10/9/05, Bill Sandiford wrote: >>> FYI >>> >>> in the Makefile for RT, PERL=/usr/local/bin/perl >>> in the Makefile for mod_perl, PERL=/usr/local/bin/perl >> This is good. >>> >>> output of 'find / -name DBI.pm -print' >>> >>> /root/.cpan/build/Apache-DBI-0.94/DBI.pm >>> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm >>> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm >>> /root/.cpan/build/DBI-1.48/DBI.pm >>> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm >>> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm >> Ok. looks like you really have DBI installed and it's installed in >> correct location. >> File permissions could be reason of your problems. >> First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try >> as user of the apache server. >> May be you have too strict umask for root. >> >>> >>> >>> >>> ----- Original Message ----- >>> From: "Bill Sandiford" >>> To: "Ruslan Zakirov" >>> Cc: >>> Sent: Saturday, October 08, 2005 11:25 PM >>> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 >>> >>> >>> > Hi Ruslan: >>> > >>> > yes you are correct about the distro Perl >>> > >>> > /usr/bin/perl -v --- gives output of 5.8.0 >>> > /usr/local/bin/perl -v --- gives output of 5.8.7 >>> > >>> > running 'locate DBI' comes back with no response, same thing for >>> > 'locate >>> > DBI.pm' if that matters >>> > >>> > when you are referring to the configure script, what configure script >>> > are >>> > you referring to...for what package. >>> > >>> > I installed DBI and every other perl module from cpan, mostly by using >>> > 'make fixdeps' >>> > >>> > DBI is version 1.48 >>> > >>> > Bill >>> > >>> > >>> > >>> > ----- Original Message ----- >>> > From: "Ruslan Zakirov" >>> > To: "Bill Sandiford" >>> > Cc: >>> > Sent: Saturday, October 08, 2005 7:18 PM >>> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 >>> > >>> > >>> > On 10/9/05, Bill Sandiford wrote: >>> >> Hello All: >>> >> >>> >> I'm having a problem with a new install of RT. I've searched through >>> >> google >>> >> and the list archive and found other people that have had similar >>> >> problems, >>> >> but was unable to put my hand on a solution. >>> >> >>> >> Basically, everything went fine, install of everything was good, >>> >> there >>> >> were >>> >> some dependencies that were missing but i fixed that with the make >>> >> testdeps, >>> >> make fixdeps procedure. >>> >> >>> >> I added the relevant info to the bottom of my httpd.conf file as per >>> >> the >>> >> ManualInstallation guide, restarted apache, and when I browse to the >>> >> page >>> >> I >>> >> get a 500 Internal server error. >>> >> >>> >> When I look at apache's error_log I get: >>> >> >>> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method >>> >> "connect" >>> >> via >>> >> package "DBI" at >>> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm >>> >> line >>> >> 108.\n >>> >> >>> >> I have verified that DBI is installed, (make testdeps confirmed). I >>> >> tried >>> >> removing and re-installing DBI with cpan but there was no change...I >>> >> still >>> >> get the same error. >>> > Please run 'locate DBI' from shell. >>> > I think you installed perl and also have distro's perl installed. By >>> > default configure script choose default perl in '/usr/bin/perl'. You >>> > have to run >>> > `PERL=/usr/local/bin/perl ./configure`. >>> > Also you use mod_perl then you have to build it against perl you want >>> > to use with RT. >>> > >>> > Hope this would help you. >>> > >>> >> >>> >> Here are my versions. >>> >> >>> >> RT 3.4.4 >>> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 >>> >> EDT >>> >> 2003 >>> >> i686 i686 i386 GNU/Linux >>> >> mysql 4.1.14 >>> >> Apache 1.3.33 >>> >> mod_perl 1.29 >>> >> perl v5.8.7 >>> >> >>> >> Any help would be appreciated !!! >>> >> >>> >> Regards, >>> >> Bill >>> >> >>> >> _______________________________________________ >>> >> 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 >>> > >>> >>> >> >> >> -- >> 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 ruslan.zakirov at gmail.com Mon Oct 10 14:49:50 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 10 Oct 2005 22:49:50 +0400 Subject: [rt-users] Problem with new install of RT 3.4.4 In-Reply-To: <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> Message-ID: <589c94400510101149w213eab51ld7cf01707122d4a4@mail.gmail.com> On 10/10/05, Bill Sandiford wrote: > use DBI; is already at the top of that file...first few lines of file looks > like this I don't have more ideas except one random: perl -Mstrict -w -MDBI -e'my $dbh = DBI->connect("dbi:mysql:base=rt3", "rt_user", "rt_pass", {RaiseError => 1});' If it works I don't know where should you look. > > > # $Header: /home/jesse/DBIx-SearchBuilder/history/SearchBuilder/Handle.pm,v > 1.21 2002/01/28 06:11:37 jesse Exp $ > package DBIx::SearchBuilder::Handle; > use strict; > use Carp qw(croak cluck); > use DBI; > use Class::ReturnValue; > use Encode; > > As far as devel mode goes, I don't know what you mean by this. To install, > I followed the instructions at > http://wiki.bestpractical.com/index.cgi?ManualInstallation ok, this mean you don't use devel mode. > ----- Original Message ----- > From: "Bill Sandiford" > To: "Ruslan Zakirov" > Cc: > Sent: Monday, October 10, 2005 12:58 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > I'm still stuck with this error. > > > > Can't locate object method "connect" via package "DBI" at > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > > 108.\n > > > > The other suggestions have been appreciated, but so far not able to > > resolve the issues. Does anyone else have any ideas? > > > > Regards, > > Bill > > ----- Original Message ----- > > From: "Bill Sandiford" > > To: "Ruslan Zakirov" > > Cc: > > Sent: Sunday, October 09, 2005 8:20 AM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > >> Both, > >> > >> /usr/local/bin/perl -MDBI -e'1' > >> and > >> sudo -u apache /usr/local/bin/perl -MDBI -e'1' > >> > >> return back to the shell prompt after giving no output. > >> > >> > >> ----- Original Message ----- > >> From: "Ruslan Zakirov" > >> To: "Bill Sandiford" > >> Cc: > >> Sent: Sunday, October 09, 2005 4:53 AM > >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >> > >> > >> On 10/9/05, Bill Sandiford wrote: > >>> FYI > >>> > >>> in the Makefile for RT, PERL=/usr/local/bin/perl > >>> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > >> This is good. > >>> > >>> output of 'find / -name DBI.pm -print' > >>> > >>> /root/.cpan/build/Apache-DBI-0.94/DBI.pm > >>> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > >>> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > >>> /root/.cpan/build/DBI-1.48/DBI.pm > >>> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > >>> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > >> Ok. looks like you really have DBI installed and it's installed in > >> correct location. > >> File permissions could be reason of your problems. > >> First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try > >> as user of the apache server. > >> May be you have too strict umask for root. > >> > >>> > >>> > >>> > >>> ----- Original Message ----- > >>> From: "Bill Sandiford" > >>> To: "Ruslan Zakirov" > >>> Cc: > >>> Sent: Saturday, October 08, 2005 11:25 PM > >>> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >>> > >>> > >>> > Hi Ruslan: > >>> > > >>> > yes you are correct about the distro Perl > >>> > > >>> > /usr/bin/perl -v --- gives output of 5.8.0 > >>> > /usr/local/bin/perl -v --- gives output of 5.8.7 > >>> > > >>> > running 'locate DBI' comes back with no response, same thing for > >>> > 'locate > >>> > DBI.pm' if that matters > >>> > > >>> > when you are referring to the configure script, what configure script > >>> > are > >>> > you referring to...for what package. > >>> > > >>> > I installed DBI and every other perl module from cpan, mostly by using > >>> > 'make fixdeps' > >>> > > >>> > DBI is version 1.48 > >>> > > >>> > Bill > >>> > > >>> > > >>> > > >>> > ----- Original Message ----- > >>> > From: "Ruslan Zakirov" > >>> > To: "Bill Sandiford" > >>> > Cc: > >>> > Sent: Saturday, October 08, 2005 7:18 PM > >>> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >>> > > >>> > > >>> > On 10/9/05, Bill Sandiford wrote: > >>> >> Hello All: > >>> >> > >>> >> I'm having a problem with a new install of RT. I've searched through > >>> >> google > >>> >> and the list archive and found other people that have had similar > >>> >> problems, > >>> >> but was unable to put my hand on a solution. > >>> >> > >>> >> Basically, everything went fine, install of everything was good, > >>> >> there > >>> >> were > >>> >> some dependencies that were missing but i fixed that with the make > >>> >> testdeps, > >>> >> make fixdeps procedure. > >>> >> > >>> >> I added the relevant info to the bottom of my httpd.conf file as per > >>> >> the > >>> >> ManualInstallation guide, restarted apache, and when I browse to the > >>> >> page > >>> >> I > >>> >> get a 500 Internal server error. > >>> >> > >>> >> When I look at apache's error_log I get: > >>> >> > >>> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method > >>> >> "connect" > >>> >> via > >>> >> package "DBI" at > >>> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm > >>> >> line > >>> >> 108.\n > >>> >> > >>> >> I have verified that DBI is installed, (make testdeps confirmed). I > >>> >> tried > >>> >> removing and re-installing DBI with cpan but there was no change...I > >>> >> still > >>> >> get the same error. > >>> > Please run 'locate DBI' from shell. > >>> > I think you installed perl and also have distro's perl installed. By > >>> > default configure script choose default perl in '/usr/bin/perl'. You > >>> > have to run > >>> > `PERL=/usr/local/bin/perl ./configure`. > >>> > Also you use mod_perl then you have to build it against perl you want > >>> > to use with RT. > >>> > > >>> > Hope this would help you. > >>> > > >>> >> > >>> >> Here are my versions. > >>> >> > >>> >> RT 3.4.4 > >>> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 > >>> >> EDT > >>> >> 2003 > >>> >> i686 i686 i386 GNU/Linux > >>> >> mysql 4.1.14 > >>> >> Apache 1.3.33 > >>> >> mod_perl 1.29 > >>> >> perl v5.8.7 > >>> >> > >>> >> Any help would be appreciated !!! > >>> >> > >>> >> Regards, > >>> >> Bill > >>> >> > >>> >> _______________________________________________ > >>> >> 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 > >>> > > >>> > >>> > >> > >> > >> -- > >> 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 > > > > -- Best regards, Ruslan. From bill at telnetcommunications.com Mon Oct 10 14:56:22 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Mon, 10 Oct 2005 14:56:22 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> <589c94400510101149w213eab51ld7cf01707122d4a4@mail.gmail.com> Message-ID: <002401c5cdcc$4ea8b970$abd549c6@DURHAMTELECOM.COM> Ruslan: Thanks for all your help....as expected, the command you have me run was successful, so I don't know where to go from here. perl -Mstrict -w -MDBI -e'my $dbh = DBI->connect("dbi:mysql:base=rt3", "", "", {RaiseError => 1});' returned to the prompt with no output, so I'm assuming that means it works....just to verify, I tried changing the password to an invalid password and I got the following output. DBI connect('base=rt3','rt-user',...) failed: Access denied for user 'rt_user'@'localhost' (using password: YES) at -e line 1 So I can only assume that DBI is installed properly Thanks for your help ----- Original Message ----- From: "Ruslan Zakirov" To: "Bill Sandiford" Cc: Sent: Monday, October 10, 2005 2:49 PM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 On 10/10/05, Bill Sandiford wrote: > use DBI; is already at the top of that file...first few lines of file > looks > like this I don't have more ideas except one random: perl -Mstrict -w -MDBI -e'my $dbh = DBI->connect("dbi:mysql:base=rt3", "rt_user", "rt_pass", {RaiseError => 1});' If it works I don't know where should you look. > > > # $Header: > /home/jesse/DBIx-SearchBuilder/history/SearchBuilder/Handle.pm,v > 1.21 2002/01/28 06:11:37 jesse Exp $ > package DBIx::SearchBuilder::Handle; > use strict; > use Carp qw(croak cluck); > use DBI; > use Class::ReturnValue; > use Encode; > > As far as devel mode goes, I don't know what you mean by this. To > install, > I followed the instructions at > http://wiki.bestpractical.com/index.cgi?ManualInstallation ok, this mean you don't use devel mode. > ----- Original Message ----- > From: "Bill Sandiford" > To: "Ruslan Zakirov" > Cc: > Sent: Monday, October 10, 2005 12:58 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > I'm still stuck with this error. > > > > Can't locate object method "connect" via package "DBI" at > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > > 108.\n > > > > The other suggestions have been appreciated, but so far not able to > > resolve the issues. Does anyone else have any ideas? > > > > Regards, > > Bill > > ----- Original Message ----- > > From: "Bill Sandiford" > > To: "Ruslan Zakirov" > > Cc: > > Sent: Sunday, October 09, 2005 8:20 AM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > >> Both, > >> > >> /usr/local/bin/perl -MDBI -e'1' > >> and > >> sudo -u apache /usr/local/bin/perl -MDBI -e'1' > >> > >> return back to the shell prompt after giving no output. > >> > >> > >> ----- Original Message ----- > >> From: "Ruslan Zakirov" > >> To: "Bill Sandiford" > >> Cc: > >> Sent: Sunday, October 09, 2005 4:53 AM > >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >> > >> > >> On 10/9/05, Bill Sandiford wrote: > >>> FYI > >>> > >>> in the Makefile for RT, PERL=/usr/local/bin/perl > >>> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > >> This is good. > >>> > >>> output of 'find / -name DBI.pm -print' > >>> > >>> /root/.cpan/build/Apache-DBI-0.94/DBI.pm > >>> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > >>> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > >>> /root/.cpan/build/DBI-1.48/DBI.pm > >>> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > >>> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > >> Ok. looks like you really have DBI installed and it's installed in > >> correct location. > >> File permissions could be reason of your problems. > >> First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try > >> as user of the apache server. > >> May be you have too strict umask for root. > >> > >>> > >>> > >>> > >>> ----- Original Message ----- > >>> From: "Bill Sandiford" > >>> To: "Ruslan Zakirov" > >>> Cc: > >>> Sent: Saturday, October 08, 2005 11:25 PM > >>> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >>> > >>> > >>> > Hi Ruslan: > >>> > > >>> > yes you are correct about the distro Perl > >>> > > >>> > /usr/bin/perl -v --- gives output of 5.8.0 > >>> > /usr/local/bin/perl -v --- gives output of 5.8.7 > >>> > > >>> > running 'locate DBI' comes back with no response, same thing for > >>> > 'locate > >>> > DBI.pm' if that matters > >>> > > >>> > when you are referring to the configure script, what configure > >>> > script > >>> > are > >>> > you referring to...for what package. > >>> > > >>> > I installed DBI and every other perl module from cpan, mostly by > >>> > using > >>> > 'make fixdeps' > >>> > > >>> > DBI is version 1.48 > >>> > > >>> > Bill > >>> > > >>> > > >>> > > >>> > ----- Original Message ----- > >>> > From: "Ruslan Zakirov" > >>> > To: "Bill Sandiford" > >>> > Cc: > >>> > Sent: Saturday, October 08, 2005 7:18 PM > >>> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >>> > > >>> > > >>> > On 10/9/05, Bill Sandiford wrote: > >>> >> Hello All: > >>> >> > >>> >> I'm having a problem with a new install of RT. I've searched > >>> >> through > >>> >> google > >>> >> and the list archive and found other people that have had similar > >>> >> problems, > >>> >> but was unable to put my hand on a solution. > >>> >> > >>> >> Basically, everything went fine, install of everything was good, > >>> >> there > >>> >> were > >>> >> some dependencies that were missing but i fixed that with the make > >>> >> testdeps, > >>> >> make fixdeps procedure. > >>> >> > >>> >> I added the relevant info to the bottom of my httpd.conf file as > >>> >> per > >>> >> the > >>> >> ManualInstallation guide, restarted apache, and when I browse to > >>> >> the > >>> >> page > >>> >> I > >>> >> get a 500 Internal server error. > >>> >> > >>> >> When I look at apache's error_log I get: > >>> >> > >>> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method > >>> >> "connect" > >>> >> via > >>> >> package "DBI" at > >>> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm > >>> >> line > >>> >> 108.\n > >>> >> > >>> >> I have verified that DBI is installed, (make testdeps confirmed). > >>> >> I > >>> >> tried > >>> >> removing and re-installing DBI with cpan but there was no > >>> >> change...I > >>> >> still > >>> >> get the same error. > >>> > Please run 'locate DBI' from shell. > >>> > I think you installed perl and also have distro's perl installed. By > >>> > default configure script choose default perl in '/usr/bin/perl'. You > >>> > have to run > >>> > `PERL=/usr/local/bin/perl ./configure`. > >>> > Also you use mod_perl then you have to build it against perl you > >>> > want > >>> > to use with RT. > >>> > > >>> > Hope this would help you. > >>> > > >>> >> > >>> >> Here are my versions. > >>> >> > >>> >> RT 3.4.4 > >>> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 > >>> >> EDT > >>> >> 2003 > >>> >> i686 i686 i386 GNU/Linux > >>> >> mysql 4.1.14 > >>> >> Apache 1.3.33 > >>> >> mod_perl 1.29 > >>> >> perl v5.8.7 > >>> >> > >>> >> Any help would be appreciated !!! > >>> >> > >>> >> Regards, > >>> >> Bill > >>> >> > >>> >> _______________________________________________ > >>> >> 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 > >>> > > >>> > >>> > >> > >> > >> -- > >> 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 > > > > -- Best regards, Ruslan. From btaylor at modulusvideo.com Mon Oct 10 16:41:35 2005 From: btaylor at modulusvideo.com (Bryant Taylor) Date: Mon, 10 Oct 2005 13:41:35 -0700 Subject: [rt-users] Strange error when replying back on a ticket Message-ID: <1128976895.4982.11.camel@localhost.localdomain> Hi, I was just informed that when a user creates a ticket via email, the system will do the auto-respond, but when our admin reply's to the user request, an email isn't sent back to the user. I took a look in my /var/log/maillog, and didn't see anything, so I then looked in /var/log/messages and found this. Oct 10 13:32:56 pandora2 RT: #61/816 - Scrip 5 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:235) Oct 10 13:32:56 pandora2 RT: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) Oct 10 13:32:56 pandora2 RT: #61/816 - Scrip 7 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:235) Oct 10 13:32:56 pandora2 RT: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) Oct 10 13:33:18 pandora2 RT: #61/818 - Scrip 5 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:235) Oct 10 13:33:18 pandora2 RT: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) Oct 10 13:33:18 pandora2 RT: #61/818 - Scrip 7 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:235) Oct 10 13:33:18 pandora2 RT: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) Oct 10 13:35:25 pandora2 RT: #61/821 - Scrip 5 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:235) Oct 10 13:35:25 pandora2 RT: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) Oct 10 13:35:25 pandora2 RT: #61/821 - Scrip 7 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:235) Oct 10 13:35:25 pandora2 RT: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:247) This just started about 10 minutes ago. And nothing has changed from 4 months ago when the system was installed. Any help would be very great. Thank you, Bryant -------------- next part -------------- An HTML attachment was scrubbed... URL: From bill at telnetcommunications.com Mon Oct 10 16:51:56 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Mon, 10 Oct 2005 16:51:56 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> <589c94400510101149w213eab51ld7cf01707122d4a4@mail.gmail.com> Message-ID: <000f01c5cddc$735cd4d0$abd549c6@DURHAMTELECOM.COM> How can I test to make sure that mod_perl is working properly? ----- Original Message ----- From: "Ruslan Zakirov" To: "Bill Sandiford" Cc: Sent: Monday, October 10, 2005 2:49 PM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 On 10/10/05, Bill Sandiford wrote: > use DBI; is already at the top of that file...first few lines of file > looks > like this I don't have more ideas except one random: perl -Mstrict -w -MDBI -e'my $dbh = DBI->connect("dbi:mysql:base=rt3", "rt_user", "rt_pass", {RaiseError => 1});' If it works I don't know where should you look. > > > # $Header: > /home/jesse/DBIx-SearchBuilder/history/SearchBuilder/Handle.pm,v > 1.21 2002/01/28 06:11:37 jesse Exp $ > package DBIx::SearchBuilder::Handle; > use strict; > use Carp qw(croak cluck); > use DBI; > use Class::ReturnValue; > use Encode; > > As far as devel mode goes, I don't know what you mean by this. To > install, > I followed the instructions at > http://wiki.bestpractical.com/index.cgi?ManualInstallation ok, this mean you don't use devel mode. > ----- Original Message ----- > From: "Bill Sandiford" > To: "Ruslan Zakirov" > Cc: > Sent: Monday, October 10, 2005 12:58 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > I'm still stuck with this error. > > > > Can't locate object method "connect" via package "DBI" at > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > > 108.\n > > > > The other suggestions have been appreciated, but so far not able to > > resolve the issues. Does anyone else have any ideas? > > > > Regards, > > Bill > > ----- Original Message ----- > > From: "Bill Sandiford" > > To: "Ruslan Zakirov" > > Cc: > > Sent: Sunday, October 09, 2005 8:20 AM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > >> Both, > >> > >> /usr/local/bin/perl -MDBI -e'1' > >> and > >> sudo -u apache /usr/local/bin/perl -MDBI -e'1' > >> > >> return back to the shell prompt after giving no output. > >> > >> > >> ----- Original Message ----- > >> From: "Ruslan Zakirov" > >> To: "Bill Sandiford" > >> Cc: > >> Sent: Sunday, October 09, 2005 4:53 AM > >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >> > >> > >> On 10/9/05, Bill Sandiford wrote: > >>> FYI > >>> > >>> in the Makefile for RT, PERL=/usr/local/bin/perl > >>> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > >> This is good. > >>> > >>> output of 'find / -name DBI.pm -print' > >>> > >>> /root/.cpan/build/Apache-DBI-0.94/DBI.pm > >>> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > >>> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > >>> /root/.cpan/build/DBI-1.48/DBI.pm > >>> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > >>> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > >> Ok. looks like you really have DBI installed and it's installed in > >> correct location. > >> File permissions could be reason of your problems. > >> First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try > >> as user of the apache server. > >> May be you have too strict umask for root. > >> > >>> > >>> > >>> > >>> ----- Original Message ----- > >>> From: "Bill Sandiford" > >>> To: "Ruslan Zakirov" > >>> Cc: > >>> Sent: Saturday, October 08, 2005 11:25 PM > >>> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >>> > >>> > >>> > Hi Ruslan: > >>> > > >>> > yes you are correct about the distro Perl > >>> > > >>> > /usr/bin/perl -v --- gives output of 5.8.0 > >>> > /usr/local/bin/perl -v --- gives output of 5.8.7 > >>> > > >>> > running 'locate DBI' comes back with no response, same thing for > >>> > 'locate > >>> > DBI.pm' if that matters > >>> > > >>> > when you are referring to the configure script, what configure > >>> > script > >>> > are > >>> > you referring to...for what package. > >>> > > >>> > I installed DBI and every other perl module from cpan, mostly by > >>> > using > >>> > 'make fixdeps' > >>> > > >>> > DBI is version 1.48 > >>> > > >>> > Bill > >>> > > >>> > > >>> > > >>> > ----- Original Message ----- > >>> > From: "Ruslan Zakirov" > >>> > To: "Bill Sandiford" > >>> > Cc: > >>> > Sent: Saturday, October 08, 2005 7:18 PM > >>> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >>> > > >>> > > >>> > On 10/9/05, Bill Sandiford wrote: > >>> >> Hello All: > >>> >> > >>> >> I'm having a problem with a new install of RT. I've searched > >>> >> through > >>> >> google > >>> >> and the list archive and found other people that have had similar > >>> >> problems, > >>> >> but was unable to put my hand on a solution. > >>> >> > >>> >> Basically, everything went fine, install of everything was good, > >>> >> there > >>> >> were > >>> >> some dependencies that were missing but i fixed that with the make > >>> >> testdeps, > >>> >> make fixdeps procedure. > >>> >> > >>> >> I added the relevant info to the bottom of my httpd.conf file as > >>> >> per > >>> >> the > >>> >> ManualInstallation guide, restarted apache, and when I browse to > >>> >> the > >>> >> page > >>> >> I > >>> >> get a 500 Internal server error. > >>> >> > >>> >> When I look at apache's error_log I get: > >>> >> > >>> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method > >>> >> "connect" > >>> >> via > >>> >> package "DBI" at > >>> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm > >>> >> line > >>> >> 108.\n > >>> >> > >>> >> I have verified that DBI is installed, (make testdeps confirmed). > >>> >> I > >>> >> tried > >>> >> removing and re-installing DBI with cpan but there was no > >>> >> change...I > >>> >> still > >>> >> get the same error. > >>> > Please run 'locate DBI' from shell. > >>> > I think you installed perl and also have distro's perl installed. By > >>> > default configure script choose default perl in '/usr/bin/perl'. You > >>> > have to run > >>> > `PERL=/usr/local/bin/perl ./configure`. > >>> > Also you use mod_perl then you have to build it against perl you > >>> > want > >>> > to use with RT. > >>> > > >>> > Hope this would help you. > >>> > > >>> >> > >>> >> Here are my versions. > >>> >> > >>> >> RT 3.4.4 > >>> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 > >>> >> EDT > >>> >> 2003 > >>> >> i686 i686 i386 GNU/Linux > >>> >> mysql 4.1.14 > >>> >> Apache 1.3.33 > >>> >> mod_perl 1.29 > >>> >> perl v5.8.7 > >>> >> > >>> >> Any help would be appreciated !!! > >>> >> > >>> >> Regards, > >>> >> Bill > >>> >> > >>> >> _______________________________________________ > >>> >> 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 > >>> > > >>> > >>> > >> > >> > >> -- > >> 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 > > > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Oct 10 16:55:45 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 00:55:45 +0400 Subject: [rt-users] foreign characters via email In-Reply-To: <4344E003.6030803@travelstart.se> References: <4344E003.6030803@travelstart.se> Message-ID: <589c94400510101355qa972e2ep3f2b08e80ea0d55c@mail.gmail.com> On 10/6/05, Andreas Andersson wrote: > Hi! > > I just tried the cool feature to email entries to my blog. It's really > cool! > > But I got errors on all my swedish characters, is there way around this? > Or a fix? We don't see any errors, but of couse we don't use swedish and don't know anything about cool feature. http://www.catb.org/~esr/faqs/smart-questions.html > > Thanks. > > -- > Andreas Andersson > IT Dept. > Travelstart Nordic > andreas at travelstart.se > http://www.travelstart.se > _______________________________________________ > 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 Mon Oct 10 17:00:41 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 01:00:41 +0400 Subject: [rt-users] Help with Approvals... In-Reply-To: References: Message-ID: <589c94400510101400n433ddac8l3fe5bfafe1f2be55@mail.gmail.com> On 10/6/05, Jerry Trujillo wrote: > > I want to be able to use the approval system in RT, but I'm not sure if it > can do what I need. From what I see in the canned templates and scrips, it > can be used for multiple levels of approvals. What I need is when a request > needing approval is created, that it send an approval request to that > persons supervisor and department manager (which I'd have to gather > myself)... but how do I make it so that it creates both approvals? Any help > would be great. Start from http://wiki.bestpractical.com/index.cgi?ApprovalCreation http://wiki.bestpractical.com/index.cgi?ManualApprovals > > Thanks, > > > Jerry Trujillo > Information Systems User Services > Atmel Corporation > 719.540.1484 > jtrujillo at cso.atmel.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 Mon Oct 10 17:18:06 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 01:18:06 +0400 Subject: [rt-users] auto merging tickets In-Reply-To: <20051006203612.GA12465@email.liquidweb.com> References: <0E9B82BD39F14D4FB8BADB8CED81744F2151@tio-mail.tiosky.com> <20051006203612.GA12465@email.liquidweb.com> Message-ID: <589c94400510101418g7bc6b22jf058819cfcf8e23@mail.gmail.com> On 10/7/05, steven collins wrote: > I tried to add the code from: > > http://archives.free.net.ph/message/20040319.180325.27528377.en.html > > Into the "new scripts" section but it just returns "Action not found". It seemed simple enough so I must be doing something wrong. Anyone want to point me in the right direction? Where does it return "Action not found"? I didn't see such error. > > -steven > > * Marc A. Runkel (marc at tiosky.com) wrote: > > Search for "NAGIOS" on the wiki and you'll find a scrip that can be tailored to do what you need. > > > > m. > > > > ________________________________ > > > > From: rt-users-bounces at lists.bestpractical.com on behalf of scollins > > Sent: Wed 10/5/2005 9:56 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] auto merging tickets > > > > > > > > Is there a way to auto merge tickets with the same subject line (for > > instance when a user opens multiple tickets in a row)? Or is there a > > simple mysql command that I'm lacking that might accomplish this for > > 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 btaylor at modulusvideo.com Mon Oct 10 17:18:25 2005 From: btaylor at modulusvideo.com (Bryant Taylor) Date: Mon, 10 Oct 2005 14:18:25 -0700 Subject: [rt-users] Strange error when replying back on a ticket Message-ID: <1128979105.4982.23.camel@localhost.localdomain> ok so I found out something. ( I'm sure RTFM ), but I didn't find anything regarding it so far. so here is the deal. If you own a ticket, and are also a requester, you cannot from the web UI, reply back to yourself. Also, it seems that the default file size for attachments of 10MB is stripping out files of lesser than 10MB with file extentions of *.zip, *.bmp, *.png, *.exe etc. The only file I could get attached was an *.xls file. any ideas? From ruslan.zakirov at gmail.com Mon Oct 10 17:30:17 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 01:30:17 +0400 Subject: [rt-users] Strange error when replying back on a ticket In-Reply-To: <1128979105.4982.23.camel@localhost.localdomain> References: <1128979105.4982.23.camel@localhost.localdomain> Message-ID: <589c94400510101430w3250201ajc76d52b3d3f1bb53@mail.gmail.com> On 10/11/05, Bryant Taylor wrote: > ok so I found out something. ( I'm sure RTFM ), but I didn't find > anything regarding it so far. It's in FAQ on the wiki, it's in RT_SiteConfig. Answer is a NotifyActor config option. RTFM :) > > so here is the deal. > > If you own a ticket, and are also a requester, you cannot from the web > UI, reply back to yourself. > > Also, it seems that the default file size for attachments of 10MB is > stripping out files of lesser than 10MB with file extentions of *.zip, > *.bmp, *.png, *.exe etc. The only file I could get attached was an *.xls > file. > > any ideas? Start new thread for this with more info about your setup. If DB is mysql then check FAQ and max_allowed_packet in my.cnf. > > > _______________________________________________ > 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 rpmonkey at gmail.com Mon Oct 10 17:47:22 2005 From: rpmonkey at gmail.com (Chris Valdez) Date: Mon, 10 Oct 2005 14:47:22 -0700 Subject: [rt-users] Searching Custom Fields In-Reply-To: Message-ID: When I run this query from the command line I get: ERROR 1064 (00000): You have an error in your SQL syntax near 'ON ( CustomFields_2.id = ObjectCustomFieldValues_1.CustomField) AND( (CustomFiel' at line 1 Thanks again, -cv -----Original Message----- From: Chris Valdez [mailto:rpmonkey at gmail.com] Sent: Monday, October 10, 2005 10:37 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Searching Custom Fields Here it is: SELECT DISTINCT main.* FROM ((Tickets main LEFT JOIN ObjectCustomFieldValues ObjectCustomFieldValues_1 ON ((ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND( (ObjectCustomFieldValues_1.Disabled = '0')) AND( ObjectCustomFieldValues_1.ObjectId = main.id)) JOIN CustomFields CustomFields_2 ON ( CustomFields_2.id = ObjectCustomFieldValues_1.CustomField) AND( (CustomFields_2.Name = 'Product'))) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((ObjectCustomFieldValues_1.Content LIKE '%IPM%')AND ( (main.Status = 'new')OR(main.Status = 'open') ) ) ORDER BY main.id ASC LIMIT 50 Thanks, -cv ---------- Forwarded message ---------- From: Jesse Vincent Date: Oct 10, 2005 9:39 AM Subject: Re: [rt-users] Searching Custom Fields To: Chris Valdez Cc: rt-users at lists.bestpractical.com On Mon, Oct 10, 2005 at 08:54:08AM -0700, Chris Valdez wrote: > All I did was turn on logging in mysql and then used the web interface to > search for tickets where the Custom Field "Product" is like the string > "IPM". > > The formatting of the main.id into a URL was done by > gmail, it's not like that in the log. Sorry 'bout that, don't know what > gmail was doing there. Can you send the query exactly as it was in the logs, possibly from a mailer that understands plain text? ;) > > Thanks, > > On 10/10/05, Jesse Vincent < jesse at bestpractical.com> wrote: > > > > > > > ObjectCustomFieldValues_1.ObjectId = main.id < http://main.id> < > > http://main.id>) > > > > That looks insanely suspect. How did you generate this query? > > > _______________________________________________ > 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 bill at telnetcommunications.com Mon Oct 10 17:49:43 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Mon, 10 Oct 2005 17:49:43 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> <589c94400510101149w213eab51ld7cf01707122d4a4@mail.gmail.com> Message-ID: <003b01c5cde4$85dbcfa0$abd549c6@DURHAMTELECOM.COM> I did some more testing and I found out the following, don't know if this helps or not. I have found out that all attempts to pull any page, html or otherwise from this server, gives the same 500 Internal Server Error. In the apache error_log its the same old [error] Can't locate object method "connect" via package "DBI" at /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line 108.\n So basically any file I tried to access gave me the above error, even if it was just a simple "hello world" html file. The only way to stop this behavious was to comment out the following line in httpd.conf PerlHandler RT::Mason After commenting out that line in httpd.conf I figured I'd write just a little test script and try executing it from the webserver as opposed to from the command line. The script I wrote is: #!/usr/local/bin/perl use DBI; print "Content-type: text/plain\n\n"; my $dbh = DBI->connect("dbi:mysql:base=rt3","rt_user", "rt_pass", {RaiseError => 1}); This script ran without causing any errors. So this tells me that the problem is somehow related to the RT::Mason line in the httpd.conf Any ideas? Bill PerlHandler RT::Mason ----- Original Message ----- From: "Ruslan Zakirov" To: "Bill Sandiford" Cc: Sent: Monday, October 10, 2005 2:49 PM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 On 10/10/05, Bill Sandiford wrote: > use DBI; is already at the top of that file...first few lines of file > looks > like this I don't have more ideas except one random: perl -Mstrict -w -MDBI -e'my $dbh = DBI->connect("dbi:mysql:base=rt3", "rt_user", "rt_pass", {RaiseError => 1});' If it works I don't know where should you look. > > > # $Header: > /home/jesse/DBIx-SearchBuilder/history/SearchBuilder/Handle.pm,v > 1.21 2002/01/28 06:11:37 jesse Exp $ > package DBIx::SearchBuilder::Handle; > use strict; > use Carp qw(croak cluck); > use DBI; > use Class::ReturnValue; > use Encode; > > As far as devel mode goes, I don't know what you mean by this. To > install, > I followed the instructions at > http://wiki.bestpractical.com/index.cgi?ManualInstallation ok, this mean you don't use devel mode. > ----- Original Message ----- > From: "Bill Sandiford" > To: "Ruslan Zakirov" > Cc: > Sent: Monday, October 10, 2005 12:58 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > I'm still stuck with this error. > > > > Can't locate object method "connect" via package "DBI" at > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > > 108.\n > > > > The other suggestions have been appreciated, but so far not able to > > resolve the issues. Does anyone else have any ideas? > > > > Regards, > > Bill > > ----- Original Message ----- > > From: "Bill Sandiford" > > To: "Ruslan Zakirov" > > Cc: > > Sent: Sunday, October 09, 2005 8:20 AM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > >> Both, > >> > >> /usr/local/bin/perl -MDBI -e'1' > >> and > >> sudo -u apache /usr/local/bin/perl -MDBI -e'1' > >> > >> return back to the shell prompt after giving no output. > >> > >> > >> ----- Original Message ----- > >> From: "Ruslan Zakirov" > >> To: "Bill Sandiford" > >> Cc: > >> Sent: Sunday, October 09, 2005 4:53 AM > >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >> > >> > >> On 10/9/05, Bill Sandiford wrote: > >>> FYI > >>> > >>> in the Makefile for RT, PERL=/usr/local/bin/perl > >>> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > >> This is good. > >>> > >>> output of 'find / -name DBI.pm -print' > >>> > >>> /root/.cpan/build/Apache-DBI-0.94/DBI.pm > >>> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > >>> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > >>> /root/.cpan/build/DBI-1.48/DBI.pm > >>> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > >>> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > >> Ok. looks like you really have DBI installed and it's installed in > >> correct location. > >> File permissions could be reason of your problems. > >> First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try > >> as user of the apache server. > >> May be you have too strict umask for root. > >> > >>> > >>> > >>> > >>> ----- Original Message ----- > >>> From: "Bill Sandiford" > >>> To: "Ruslan Zakirov" > >>> Cc: > >>> Sent: Saturday, October 08, 2005 11:25 PM > >>> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >>> > >>> > >>> > Hi Ruslan: > >>> > > >>> > yes you are correct about the distro Perl > >>> > > >>> > /usr/bin/perl -v --- gives output of 5.8.0 > >>> > /usr/local/bin/perl -v --- gives output of 5.8.7 > >>> > > >>> > running 'locate DBI' comes back with no response, same thing for > >>> > 'locate > >>> > DBI.pm' if that matters > >>> > > >>> > when you are referring to the configure script, what configure > >>> > script > >>> > are > >>> > you referring to...for what package. > >>> > > >>> > I installed DBI and every other perl module from cpan, mostly by > >>> > using > >>> > 'make fixdeps' > >>> > > >>> > DBI is version 1.48 > >>> > > >>> > Bill > >>> > > >>> > > >>> > > >>> > ----- Original Message ----- > >>> > From: "Ruslan Zakirov" > >>> > To: "Bill Sandiford" > >>> > Cc: > >>> > Sent: Saturday, October 08, 2005 7:18 PM > >>> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > >>> > > >>> > > >>> > On 10/9/05, Bill Sandiford wrote: > >>> >> Hello All: > >>> >> > >>> >> I'm having a problem with a new install of RT. I've searched > >>> >> through > >>> >> google > >>> >> and the list archive and found other people that have had similar > >>> >> problems, > >>> >> but was unable to put my hand on a solution. > >>> >> > >>> >> Basically, everything went fine, install of everything was good, > >>> >> there > >>> >> were > >>> >> some dependencies that were missing but i fixed that with the make > >>> >> testdeps, > >>> >> make fixdeps procedure. > >>> >> > >>> >> I added the relevant info to the bottom of my httpd.conf file as > >>> >> per > >>> >> the > >>> >> ManualInstallation guide, restarted apache, and when I browse to > >>> >> the > >>> >> page > >>> >> I > >>> >> get a 500 Internal server error. > >>> >> > >>> >> When I look at apache's error_log I get: > >>> >> > >>> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method > >>> >> "connect" > >>> >> via > >>> >> package "DBI" at > >>> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm > >>> >> line > >>> >> 108.\n > >>> >> > >>> >> I have verified that DBI is installed, (make testdeps confirmed). > >>> >> I > >>> >> tried > >>> >> removing and re-installing DBI with cpan but there was no > >>> >> change...I > >>> >> still > >>> >> get the same error. > >>> > Please run 'locate DBI' from shell. > >>> > I think you installed perl and also have distro's perl installed. By > >>> > default configure script choose default perl in '/usr/bin/perl'. You > >>> > have to run > >>> > `PERL=/usr/local/bin/perl ./configure`. > >>> > Also you use mod_perl then you have to build it against perl you > >>> > want > >>> > to use with RT. > >>> > > >>> > Hope this would help you. > >>> > > >>> >> > >>> >> Here are my versions. > >>> >> > >>> >> RT 3.4.4 > >>> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 > >>> >> EDT > >>> >> 2003 > >>> >> i686 i686 i386 GNU/Linux > >>> >> mysql 4.1.14 > >>> >> Apache 1.3.33 > >>> >> mod_perl 1.29 > >>> >> perl v5.8.7 > >>> >> > >>> >> Any help would be appreciated !!! > >>> >> > >>> >> Regards, > >>> >> Bill > >>> >> > >>> >> _______________________________________________ > >>> >> 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 > >>> > > >>> > >>> > >> > >> > >> -- > >> 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 > > > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Oct 10 17:59:52 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 01:59:52 +0400 Subject: [rt-users] Problem with new install of RT 3.4.4 In-Reply-To: <003b01c5cde4$85dbcfa0$abd549c6@DURHAMTELECOM.COM> References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> <589c94400510101149w213eab51ld7cf01707122d4a4@mail.gmail.com> <003b01c5cde4$85dbcfa0$abd549c6@DURHAMTELECOM.COM> Message-ID: <589c94400510101459w12f6d982m54bad9b66c745459@mail.gmail.com> Do you have Apache::DBI in your httpd conf. Try to comment it out. "PerlModule RT::Mason" enables RT. You could try FastCGI instead of mod_perl. On 10/11/05, Bill Sandiford wrote: > I did some more testing and I found out the following, don't know if this > helps or not. > > I have found out that all attempts to pull any page, html or otherwise from > this server, gives the same 500 Internal Server Error. In the apache > error_log its the same old > > [error] Can't locate object method "connect" via package "DBI" at > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 108.\n > > So basically any file I tried to access gave me the above error, even if it > was just a simple "hello world" html file. The only way to stop this > behavious was to comment out the following line in httpd.conf > > PerlHandler RT::Mason > > After commenting out that line in httpd.conf I figured I'd write just a > little test script and try executing it from the webserver as opposed to > from the command line. The script I wrote is: > > #!/usr/local/bin/perl > use DBI; > print "Content-type: text/plain\n\n"; > my $dbh = DBI->connect("dbi:mysql:base=rt3","rt_user", "rt_pass", > {RaiseError => 1}); > > This script ran without causing any errors. So this tells me that the > problem is somehow related to the RT::Mason line in the httpd.conf > > Any ideas? > > Bill > > PerlHandler RT::Mason > ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Bill Sandiford" > Cc: > Sent: Monday, October 10, 2005 2:49 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > On 10/10/05, Bill Sandiford wrote: > > use DBI; is already at the top of that file...first few lines of file > > looks > > like this > I don't have more ideas except one random: > perl -Mstrict -w -MDBI -e'my $dbh = DBI->connect("dbi:mysql:base=rt3", > "rt_user", "rt_pass", {RaiseError => 1});' > > If it works I don't know where should you look. > > > > > > > # $Header: > > /home/jesse/DBIx-SearchBuilder/history/SearchBuilder/Handle.pm,v > > 1.21 2002/01/28 06:11:37 jesse Exp $ > > package DBIx::SearchBuilder::Handle; > > use strict; > > use Carp qw(croak cluck); > > use DBI; > > use Class::ReturnValue; > > use Encode; > > > > As far as devel mode goes, I don't know what you mean by this. To > > install, > > I followed the instructions at > > http://wiki.bestpractical.com/index.cgi?ManualInstallation > ok, this mean you don't use devel mode. > > > ----- Original Message ----- > > From: "Bill Sandiford" > > To: "Ruslan Zakirov" > > Cc: > > Sent: Monday, October 10, 2005 12:58 PM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > > I'm still stuck with this error. > > > > > > Can't locate object method "connect" via package "DBI" at > > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > > > 108.\n > > > > > > The other suggestions have been appreciated, but so far not able to > > > resolve the issues. Does anyone else have any ideas? > > > > > > Regards, > > > Bill > > > ----- Original Message ----- > > > From: "Bill Sandiford" > > > To: "Ruslan Zakirov" > > > Cc: > > > Sent: Sunday, October 09, 2005 8:20 AM > > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > > > >> Both, > > >> > > >> /usr/local/bin/perl -MDBI -e'1' > > >> and > > >> sudo -u apache /usr/local/bin/perl -MDBI -e'1' > > >> > > >> return back to the shell prompt after giving no output. > > >> > > >> > > >> ----- Original Message ----- > > >> From: "Ruslan Zakirov" > > >> To: "Bill Sandiford" > > >> Cc: > > >> Sent: Sunday, October 09, 2005 4:53 AM > > >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > >> > > >> > > >> On 10/9/05, Bill Sandiford wrote: > > >>> FYI > > >>> > > >>> in the Makefile for RT, PERL=/usr/local/bin/perl > > >>> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > > >> This is good. > > >>> > > >>> output of 'find / -name DBI.pm -print' > > >>> > > >>> /root/.cpan/build/Apache-DBI-0.94/DBI.pm > > >>> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > > >>> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > > >>> /root/.cpan/build/DBI-1.48/DBI.pm > > >>> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > > >>> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > > >> Ok. looks like you really have DBI installed and it's installed in > > >> correct location. > > >> File permissions could be reason of your problems. > > >> First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try > > >> as user of the apache server. > > >> May be you have too strict umask for root. > > >> > > >>> > > >>> > > >>> > > >>> ----- Original Message ----- > > >>> From: "Bill Sandiford" > > >>> To: "Ruslan Zakirov" > > >>> Cc: > > >>> Sent: Saturday, October 08, 2005 11:25 PM > > >>> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > >>> > > >>> > > >>> > Hi Ruslan: > > >>> > > > >>> > yes you are correct about the distro Perl > > >>> > > > >>> > /usr/bin/perl -v --- gives output of 5.8.0 > > >>> > /usr/local/bin/perl -v --- gives output of 5.8.7 > > >>> > > > >>> > running 'locate DBI' comes back with no response, same thing for > > >>> > 'locate > > >>> > DBI.pm' if that matters > > >>> > > > >>> > when you are referring to the configure script, what configure > > >>> > script > > >>> > are > > >>> > you referring to...for what package. > > >>> > > > >>> > I installed DBI and every other perl module from cpan, mostly by > > >>> > using > > >>> > 'make fixdeps' > > >>> > > > >>> > DBI is version 1.48 > > >>> > > > >>> > Bill > > >>> > > > >>> > > > >>> > > > >>> > ----- Original Message ----- > > >>> > From: "Ruslan Zakirov" > > >>> > To: "Bill Sandiford" > > >>> > Cc: > > >>> > Sent: Saturday, October 08, 2005 7:18 PM > > >>> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > >>> > > > >>> > > > >>> > On 10/9/05, Bill Sandiford wrote: > > >>> >> Hello All: > > >>> >> > > >>> >> I'm having a problem with a new install of RT. I've searched > > >>> >> through > > >>> >> google > > >>> >> and the list archive and found other people that have had similar > > >>> >> problems, > > >>> >> but was unable to put my hand on a solution. > > >>> >> > > >>> >> Basically, everything went fine, install of everything was good, > > >>> >> there > > >>> >> were > > >>> >> some dependencies that were missing but i fixed that with the make > > >>> >> testdeps, > > >>> >> make fixdeps procedure. > > >>> >> > > >>> >> I added the relevant info to the bottom of my httpd.conf file as > > >>> >> per > > >>> >> the > > >>> >> ManualInstallation guide, restarted apache, and when I browse to > > >>> >> the > > >>> >> page > > >>> >> I > > >>> >> get a 500 Internal server error. > > >>> >> > > >>> >> When I look at apache's error_log I get: > > >>> >> > > >>> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method > > >>> >> "connect" > > >>> >> via > > >>> >> package "DBI" at > > >>> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm > > >>> >> line > > >>> >> 108.\n > > >>> >> > > >>> >> I have verified that DBI is installed, (make testdeps confirmed). > > >>> >> I > > >>> >> tried > > >>> >> removing and re-installing DBI with cpan but there was no > > >>> >> change...I > > >>> >> still > > >>> >> get the same error. > > >>> > Please run 'locate DBI' from shell. > > >>> > I think you installed perl and also have distro's perl installed. By > > >>> > default configure script choose default perl in '/usr/bin/perl'. You > > >>> > have to run > > >>> > `PERL=/usr/local/bin/perl ./configure`. > > >>> > Also you use mod_perl then you have to build it against perl you > > >>> > want > > >>> > to use with RT. > > >>> > > > >>> > Hope this would help you. > > >>> > > > >>> >> > > >>> >> Here are my versions. > > >>> >> > > >>> >> RT 3.4.4 > > >>> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 17:52:56 > > >>> >> EDT > > >>> >> 2003 > > >>> >> i686 i686 i386 GNU/Linux > > >>> >> mysql 4.1.14 > > >>> >> Apache 1.3.33 > > >>> >> mod_perl 1.29 > > >>> >> perl v5.8.7 > > >>> >> > > >>> >> Any help would be appreciated !!! > > >>> >> > > >>> >> Regards, > > >>> >> Bill > > >>> >> > > >>> >> _______________________________________________ > > >>> >> 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 > > >>> > > > >>> > > >>> > > >> > > >> > > >> -- > > >> 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 > > > > > > > > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From bill at telnetcommunications.com Mon Oct 10 18:05:22 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Mon, 10 Oct 2005 18:05:22 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <589c94400510081618l2b5e34b1mdad81f8d97619bf4@mail.gmail.com> <003001c5cc81$0e014960$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> <589c94400510101149w213eab51ld7cf01707122d4a4@mail.gmail.com> <003b01c5cde4$85dbcfa0$abd549c6@DURHAMTELECOM.COM> <589c94400510101459w12f6d982m54bad9b66c745459@mail.gmail.com> Message-ID: <000c01c5cde6$b5e9d5a0$abd549c6@DURHAMTELECOM.COM> I tried commenting out PerlModule Apache::DBI from the httpd.conf but still the same error. Is there anything special that I will need to do to switch from mod_perl to FastCGI? Do I have to do anything special to remove mod_perl? Bill ----- Original Message ----- From: "Ruslan Zakirov" To: "Bill Sandiford" Cc: Sent: Monday, October 10, 2005 5:59 PM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 Do you have Apache::DBI in your httpd conf. Try to comment it out. "PerlModule RT::Mason" enables RT. You could try FastCGI instead of mod_perl. On 10/11/05, Bill Sandiford wrote: > I did some more testing and I found out the following, don't know if this > helps or not. > > I have found out that all attempts to pull any page, html or otherwise > from > this server, gives the same 500 Internal Server Error. In the apache > error_log its the same old > > [error] Can't locate object method "connect" via package "DBI" at > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > 108.\n > > So basically any file I tried to access gave me the above error, even if > it > was just a simple "hello world" html file. The only way to stop this > behavious was to comment out the following line in httpd.conf > > PerlHandler RT::Mason > > After commenting out that line in httpd.conf I figured I'd write just a > little test script and try executing it from the webserver as opposed to > from the command line. The script I wrote is: > > #!/usr/local/bin/perl > use DBI; > print "Content-type: text/plain\n\n"; > my $dbh = DBI->connect("dbi:mysql:base=rt3","rt_user", "rt_pass", > {RaiseError => 1}); > > This script ran without causing any errors. So this tells me that the > problem is somehow related to the RT::Mason line in the httpd.conf > > Any ideas? > > Bill > > PerlHandler RT::Mason > ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Bill Sandiford" > Cc: > Sent: Monday, October 10, 2005 2:49 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > On 10/10/05, Bill Sandiford wrote: > > use DBI; is already at the top of that file...first few lines of file > > looks > > like this > I don't have more ideas except one random: > perl -Mstrict -w -MDBI -e'my $dbh = DBI->connect("dbi:mysql:base=rt3", > "rt_user", "rt_pass", {RaiseError => 1});' > > If it works I don't know where should you look. > > > > > > > # $Header: > > /home/jesse/DBIx-SearchBuilder/history/SearchBuilder/Handle.pm,v > > 1.21 2002/01/28 06:11:37 jesse Exp $ > > package DBIx::SearchBuilder::Handle; > > use strict; > > use Carp qw(croak cluck); > > use DBI; > > use Class::ReturnValue; > > use Encode; > > > > As far as devel mode goes, I don't know what you mean by this. To > > install, > > I followed the instructions at > > http://wiki.bestpractical.com/index.cgi?ManualInstallation > ok, this mean you don't use devel mode. > > > ----- Original Message ----- > > From: "Bill Sandiford" > > To: "Ruslan Zakirov" > > Cc: > > Sent: Monday, October 10, 2005 12:58 PM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > > I'm still stuck with this error. > > > > > > Can't locate object method "connect" via package "DBI" at > > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > > > 108.\n > > > > > > The other suggestions have been appreciated, but so far not able to > > > resolve the issues. Does anyone else have any ideas? > > > > > > Regards, > > > Bill > > > ----- Original Message ----- > > > From: "Bill Sandiford" > > > To: "Ruslan Zakirov" > > > Cc: > > > Sent: Sunday, October 09, 2005 8:20 AM > > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > > > >> Both, > > >> > > >> /usr/local/bin/perl -MDBI -e'1' > > >> and > > >> sudo -u apache /usr/local/bin/perl -MDBI -e'1' > > >> > > >> return back to the shell prompt after giving no output. > > >> > > >> > > >> ----- Original Message ----- > > >> From: "Ruslan Zakirov" > > >> To: "Bill Sandiford" > > >> Cc: > > >> Sent: Sunday, October 09, 2005 4:53 AM > > >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > >> > > >> > > >> On 10/9/05, Bill Sandiford wrote: > > >>> FYI > > >>> > > >>> in the Makefile for RT, PERL=/usr/local/bin/perl > > >>> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > > >> This is good. > > >>> > > >>> output of 'find / -name DBI.pm -print' > > >>> > > >>> /root/.cpan/build/Apache-DBI-0.94/DBI.pm > > >>> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > > >>> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > > >>> /root/.cpan/build/DBI-1.48/DBI.pm > > >>> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > > >>> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > > >> Ok. looks like you really have DBI installed and it's installed in > > >> correct location. > > >> File permissions could be reason of your problems. > > >> First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then try > > >> as user of the apache server. > > >> May be you have too strict umask for root. > > >> > > >>> > > >>> > > >>> > > >>> ----- Original Message ----- > > >>> From: "Bill Sandiford" > > >>> To: "Ruslan Zakirov" > > >>> Cc: > > >>> Sent: Saturday, October 08, 2005 11:25 PM > > >>> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > >>> > > >>> > > >>> > Hi Ruslan: > > >>> > > > >>> > yes you are correct about the distro Perl > > >>> > > > >>> > /usr/bin/perl -v --- gives output of 5.8.0 > > >>> > /usr/local/bin/perl -v --- gives output of 5.8.7 > > >>> > > > >>> > running 'locate DBI' comes back with no response, same thing for > > >>> > 'locate > > >>> > DBI.pm' if that matters > > >>> > > > >>> > when you are referring to the configure script, what configure > > >>> > script > > >>> > are > > >>> > you referring to...for what package. > > >>> > > > >>> > I installed DBI and every other perl module from cpan, mostly by > > >>> > using > > >>> > 'make fixdeps' > > >>> > > > >>> > DBI is version 1.48 > > >>> > > > >>> > Bill > > >>> > > > >>> > > > >>> > > > >>> > ----- Original Message ----- > > >>> > From: "Ruslan Zakirov" > > >>> > To: "Bill Sandiford" > > >>> > Cc: > > >>> > Sent: Saturday, October 08, 2005 7:18 PM > > >>> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > >>> > > > >>> > > > >>> > On 10/9/05, Bill Sandiford wrote: > > >>> >> Hello All: > > >>> >> > > >>> >> I'm having a problem with a new install of RT. I've searched > > >>> >> through > > >>> >> google > > >>> >> and the list archive and found other people that have had similar > > >>> >> problems, > > >>> >> but was unable to put my hand on a solution. > > >>> >> > > >>> >> Basically, everything went fine, install of everything was good, > > >>> >> there > > >>> >> were > > >>> >> some dependencies that were missing but i fixed that with the > > >>> >> make > > >>> >> testdeps, > > >>> >> make fixdeps procedure. > > >>> >> > > >>> >> I added the relevant info to the bottom of my httpd.conf file as > > >>> >> per > > >>> >> the > > >>> >> ManualInstallation guide, restarted apache, and when I browse to > > >>> >> the > > >>> >> page > > >>> >> I > > >>> >> get a 500 Internal server error. > > >>> >> > > >>> >> When I look at apache's error_log I get: > > >>> >> > > >>> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method > > >>> >> "connect" > > >>> >> via > > >>> >> package "DBI" at > > >>> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm > > >>> >> line > > >>> >> 108.\n > > >>> >> > > >>> >> I have verified that DBI is installed, (make testdeps confirmed). > > >>> >> I > > >>> >> tried > > >>> >> removing and re-installing DBI with cpan but there was no > > >>> >> change...I > > >>> >> still > > >>> >> get the same error. > > >>> > Please run 'locate DBI' from shell. > > >>> > I think you installed perl and also have distro's perl installed. > > >>> > By > > >>> > default configure script choose default perl in '/usr/bin/perl'. > > >>> > You > > >>> > have to run > > >>> > `PERL=/usr/local/bin/perl ./configure`. > > >>> > Also you use mod_perl then you have to build it against perl you > > >>> > want > > >>> > to use with RT. > > >>> > > > >>> > Hope this would help you. > > >>> > > > >>> >> > > >>> >> Here are my versions. > > >>> >> > > >>> >> RT 3.4.4 > > >>> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 > > >>> >> 17:52:56 > > >>> >> EDT > > >>> >> 2003 > > >>> >> i686 i686 i386 GNU/Linux > > >>> >> mysql 4.1.14 > > >>> >> Apache 1.3.33 > > >>> >> mod_perl 1.29 > > >>> >> perl v5.8.7 > > >>> >> > > >>> >> Any help would be appreciated !!! > > >>> >> > > >>> >> Regards, > > >>> >> Bill > > >>> >> > > >>> >> _______________________________________________ > > >>> >> 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 > > >>> > > > >>> > > >>> > > >> > > >> > > >> -- > > >> 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 > > > > > > > > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Oct 10 18:06:16 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 02:06:16 +0400 Subject: [rt-users] Searching Custom Fields In-Reply-To: References: Message-ID: <589c94400510101506ta50bb75l83fdf84a61421ac@mail.gmail.com> RT doesn't support MySQL 3.23.58. This query works in MySQL 4.1 and I think in 4.0. On 10/11/05, Chris Valdez wrote: > When I run this query from the command line I get: > > ERROR 1064 (00000): You have an error in your SQL syntax near 'ON ( > CustomFields_2.id = ObjectCustomFieldValues_1.CustomField) AND( (CustomFiel' > at line 1 > > Thanks again, > > -cv > > -----Original Message----- > From: Chris Valdez [mailto:rpmonkey at gmail.com] > Sent: Monday, October 10, 2005 10:37 AM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Searching Custom Fields > > > Here it is: > > SELECT DISTINCT main.* FROM ((Tickets main LEFT JOIN > ObjectCustomFieldValues ObjectCustomFieldValues_1 ON > ((ObjectCustomFieldValues_1.ObjectType = 'RT::Ticket')) AND( > (ObjectCustomFieldValues_1.Disabled = '0')) AND( > ObjectCustomFieldValues_1.ObjectId = main.id)) JOIN CustomFields > CustomFields_2 ON ( CustomFields_2.id = > ObjectCustomFieldValues_1.CustomField) AND( (CustomFields_2.Name = > 'Product'))) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != > 'deleted')) AND ((main.Type = 'ticket')) AND > ((ObjectCustomFieldValues_1.Content LIKE '%IPM%')AND > ( (main.Status = 'new')OR(main.Status = 'open') ) ) ORDER BY main.id ASC > LIMIT 50 > > Thanks, > > -cv > > > ---------- Forwarded message ---------- > From: Jesse Vincent > Date: Oct 10, 2005 9:39 AM > Subject: Re: [rt-users] Searching Custom Fields > To: Chris Valdez > Cc: rt-users at lists.bestpractical.com > > > > > On Mon, Oct 10, 2005 at 08:54:08AM -0700, Chris Valdez wrote: > > All I did was turn on logging in mysql and then used the web interface to > > search for tickets where the Custom Field "Product" is like the string > > "IPM". > > > > The formatting of the main.id into a URL was done by > > gmail, it's not like that in the log. Sorry 'bout that, don't know what > > gmail was doing there. > > Can you send the query exactly as it was in the logs, possibly from a > mailer that understands plain text? ;) > > > > > Thanks, > > > > On 10/10/05, Jesse Vincent < jesse at bestpractical.com> wrote: > > > > > > > > > > ObjectCustomFieldValues_1.ObjectId = main.id < http://main.id> < > > > http://main.id>) > > > > > > That looks insanely suspect. How did you generate this query? > > > > > > _______________________________________________ > > 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 bill at telnetcommunications.com Mon Oct 10 18:14:45 2005 From: bill at telnetcommunications.com (Bill Sandiford) Date: Mon, 10 Oct 2005 18:14:45 -0400 Subject: [rt-users] Problem with new install of RT 3.4.4 References: <000b01c5cc4a$cb239480$abd549c6@DURHAMTELECOM.COM> <003c01c5cc82$4c5152e0$abd549c6@DURHAMTELECOM.COM> <589c94400510090153i34ca118hd41a0c76ab4feebc@mail.gmail.com> <001601c5cccb$c8c24750$abd549c6@DURHAMTELECOM.COM> <002701c5cdbb$ca358250$abd549c6@DURHAMTELECOM.COM> <001d01c5cdc9$7e432f60$abd549c6@DURHAMTELECOM.COM> <589c94400510101149w213eab51ld7cf01707122d4a4@mail.gmail.com> <003b01c5cde4$85dbcfa0$abd549c6@DURHAMTELECOM.COM> <589c94400510101459w12f6d982m54bad9b66c745459@mail.gmail.com> <000c01c5cde6$b5e9d5a0$abd549c6@DURHAMTELECOM.COM> <589c94400510101508n4b1d6a44sd9480fab532fa8c1@mail.gmail.com> Message-ID: <002101c5cde8$054fcdb0$abd549c6@DURHAMTELECOM.COM> Of course I did !!! But I've done dumber things in the past, so I'm glad you asked !!!! Is there anything special that I will need to do to switch from mod_perl to FastCGI? Do I have to do anything special to remove mod_perl? ----- Original Message ----- From: "Ruslan Zakirov" To: "Bill Sandiford" Sent: Monday, October 10, 2005 6:08 PM Subject: Re: [rt-users] Problem with new install of RT 3.4.4 On 10/11/05, Bill Sandiford wrote: > I tried commenting out PerlModule Apache::DBI from the httpd.conf but > still > the same error. I hope you restarted server. > > Is there anything special that I will need to do to switch from mod_perl > to > FastCGI? Do I have to do anything special to remove mod_perl? > > Bill > ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Bill Sandiford" > Cc: > Sent: Monday, October 10, 2005 5:59 PM > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > Do you have Apache::DBI in your httpd conf. Try to comment it out. > > "PerlModule RT::Mason" enables RT. > > You could try FastCGI instead of mod_perl. > > > On 10/11/05, Bill Sandiford wrote: > > I did some more testing and I found out the following, don't know if > > this > > helps or not. > > > > I have found out that all attempts to pull any page, html or otherwise > > from > > this server, gives the same 500 Internal Server Error. In the apache > > error_log its the same old > > > > [error] Can't locate object method "connect" via package "DBI" at > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm line > > 108.\n > > > > So basically any file I tried to access gave me the above error, even if > > it > > was just a simple "hello world" html file. The only way to stop this > > behavious was to comment out the following line in httpd.conf > > > > PerlHandler RT::Mason > > > > After commenting out that line in httpd.conf I figured I'd write just a > > little test script and try executing it from the webserver as opposed to > > from the command line. The script I wrote is: > > > > #!/usr/local/bin/perl > > use DBI; > > print "Content-type: text/plain\n\n"; > > my $dbh = DBI->connect("dbi:mysql:base=rt3","rt_user", "rt_pass", > > {RaiseError => 1}); > > > > This script ran without causing any errors. So this tells me that the > > problem is somehow related to the RT::Mason line in the httpd.conf > > > > Any ideas? > > > > Bill > > > > PerlHandler RT::Mason > > ----- Original Message ----- > > From: "Ruslan Zakirov" > > To: "Bill Sandiford" > > Cc: > > Sent: Monday, October 10, 2005 2:49 PM > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > On 10/10/05, Bill Sandiford wrote: > > > use DBI; is already at the top of that file...first few lines of file > > > looks > > > like this > > I don't have more ideas except one random: > > perl -Mstrict -w -MDBI -e'my $dbh = DBI->connect("dbi:mysql:base=rt3", > > "rt_user", "rt_pass", {RaiseError => 1});' > > > > If it works I don't know where should you look. > > > > > > > > > > > # $Header: > > > /home/jesse/DBIx-SearchBuilder/history/SearchBuilder/Handle.pm,v > > > 1.21 2002/01/28 06:11:37 jesse Exp $ > > > package DBIx::SearchBuilder::Handle; > > > use strict; > > > use Carp qw(croak cluck); > > > use DBI; > > > use Class::ReturnValue; > > > use Encode; > > > > > > As far as devel mode goes, I don't know what you mean by this. To > > > install, > > > I followed the instructions at > > > http://wiki.bestpractical.com/index.cgi?ManualInstallation > > ok, this mean you don't use devel mode. > > > > > ----- Original Message ----- > > > From: "Bill Sandiford" > > > To: "Ruslan Zakirov" > > > Cc: > > > Sent: Monday, October 10, 2005 12:58 PM > > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > > > > > I'm still stuck with this error. > > > > > > > > Can't locate object method "connect" via package "DBI" at > > > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm > > > > line > > > > 108.\n > > > > > > > > The other suggestions have been appreciated, but so far not able to > > > > resolve the issues. Does anyone else have any ideas? > > > > > > > > Regards, > > > > Bill > > > > ----- Original Message ----- > > > > From: "Bill Sandiford" > > > > To: "Ruslan Zakirov" > > > > Cc: > > > > Sent: Sunday, October 09, 2005 8:20 AM > > > > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > > > > > > > > > >> Both, > > > >> > > > >> /usr/local/bin/perl -MDBI -e'1' > > > >> and > > > >> sudo -u apache /usr/local/bin/perl -MDBI -e'1' > > > >> > > > >> return back to the shell prompt after giving no output. > > > >> > > > >> > > > >> ----- Original Message ----- > > > >> From: "Ruslan Zakirov" > > > >> To: "Bill Sandiford" > > > >> Cc: > > > >> Sent: Sunday, October 09, 2005 4:53 AM > > > >> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > >> > > > >> > > > >> On 10/9/05, Bill Sandiford wrote: > > > >>> FYI > > > >>> > > > >>> in the Makefile for RT, PERL=/usr/local/bin/perl > > > >>> in the Makefile for mod_perl, PERL=/usr/local/bin/perl > > > >> This is good. > > > >>> > > > >>> output of 'find / -name DBI.pm -print' > > > >>> > > > >>> /root/.cpan/build/Apache-DBI-0.94/DBI.pm > > > >>> /root/.cpan/build/Apache-DBI-0.94/blib/lib/Apache/DBI.pm > > > >>> /root/.cpan/build/DBI-1.48/lib/Bundle/DBI.pm > > > >>> /root/.cpan/build/DBI-1.48/DBI.pm > > > >>> /root/.cpan/build/DBI-1.48/blib/lib/DBI.pm > > > >>> /root/.cpan/build/DBI-1.48/blib/lib/Bundle/DBI.pm > > > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/Bundle/DBI.pm > > > >>> /usr/local/lib/perl5/site_perl/5.8.7/i686-linux/DBI.pm > > > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/Session/Store/DBI.pm > > > >>> /usr/local/lib/perl5/site_perl/5.8.7/Apache/DBI.pm > > > >> Ok. looks like you really have DBI installed and it's installed in > > > >> correct location. > > > >> File permissions could be reason of your problems. > > > >> First of all try `/usr/local/bin/perl -MDBI -e'1'` as root, then > > > >> try > > > >> as user of the apache server. > > > >> May be you have too strict umask for root. > > > >> > > > >>> > > > >>> > > > >>> > > > >>> ----- Original Message ----- > > > >>> From: "Bill Sandiford" > > > >>> To: "Ruslan Zakirov" > > > >>> Cc: > > > >>> Sent: Saturday, October 08, 2005 11:25 PM > > > >>> Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > >>> > > > >>> > > > >>> > Hi Ruslan: > > > >>> > > > > >>> > yes you are correct about the distro Perl > > > >>> > > > > >>> > /usr/bin/perl -v --- gives output of 5.8.0 > > > >>> > /usr/local/bin/perl -v --- gives output of 5.8.7 > > > >>> > > > > >>> > running 'locate DBI' comes back with no response, same thing for > > > >>> > 'locate > > > >>> > DBI.pm' if that matters > > > >>> > > > > >>> > when you are referring to the configure script, what configure > > > >>> > script > > > >>> > are > > > >>> > you referring to...for what package. > > > >>> > > > > >>> > I installed DBI and every other perl module from cpan, mostly by > > > >>> > using > > > >>> > 'make fixdeps' > > > >>> > > > > >>> > DBI is version 1.48 > > > >>> > > > > >>> > Bill > > > >>> > > > > >>> > > > > >>> > > > > >>> > ----- Original Message ----- > > > >>> > From: "Ruslan Zakirov" > > > >>> > To: "Bill Sandiford" > > > >>> > Cc: > > > >>> > Sent: Saturday, October 08, 2005 7:18 PM > > > >>> > Subject: Re: [rt-users] Problem with new install of RT 3.4.4 > > > >>> > > > > >>> > > > > >>> > On 10/9/05, Bill Sandiford > > > >>> > wrote: > > > >>> >> Hello All: > > > >>> >> > > > >>> >> I'm having a problem with a new install of RT. I've searched > > > >>> >> through > > > >>> >> google > > > >>> >> and the list archive and found other people that have had > > > >>> >> similar > > > >>> >> problems, > > > >>> >> but was unable to put my hand on a solution. > > > >>> >> > > > >>> >> Basically, everything went fine, install of everything was > > > >>> >> good, > > > >>> >> there > > > >>> >> were > > > >>> >> some dependencies that were missing but i fixed that with the > > > >>> >> make > > > >>> >> testdeps, > > > >>> >> make fixdeps procedure. > > > >>> >> > > > >>> >> I added the relevant info to the bottom of my httpd.conf file > > > >>> >> as > > > >>> >> per > > > >>> >> the > > > >>> >> ManualInstallation guide, restarted apache, and when I browse > > > >>> >> to > > > >>> >> the > > > >>> >> page > > > >>> >> I > > > >>> >> get a 500 Internal server error. > > > >>> >> > > > >>> >> When I look at apache's error_log I get: > > > >>> >> > > > >>> >> [Sat Oct 8 16:28:12 2005] [error] Can't locate object method > > > >>> >> "connect" > > > >>> >> via > > > >>> >> package "DBI" at > > > >>> >> /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle.pm > > > >>> >> line > > > >>> >> 108.\n > > > >>> >> > > > >>> >> I have verified that DBI is installed, (make testdeps > > > >>> >> confirmed). > > > >>> >> I > > > >>> >> tried > > > >>> >> removing and re-installing DBI with cpan but there was no > > > >>> >> change...I > > > >>> >> still > > > >>> >> get the same error. > > > >>> > Please run 'locate DBI' from shell. > > > >>> > I think you installed perl and also have distro's perl > > > >>> > installed. > > > >>> > By > > > >>> > default configure script choose default perl in '/usr/bin/perl'. > > > >>> > You > > > >>> > have to run > > > >>> > `PERL=/usr/local/bin/perl ./configure`. > > > >>> > Also you use mod_perl then you have to build it against perl you > > > >>> > want > > > >>> > to use with RT. > > > >>> > > > > >>> > Hope this would help you. > > > >>> > > > > >>> >> > > > >>> >> Here are my versions. > > > >>> >> > > > >>> >> RT 3.4.4 > > > >>> >> uname -a: Linux localhost 2.4.21-4.ELsmp #1 SMP Fri Oct 3 > > > >>> >> 17:52:56 > > > >>> >> EDT > > > >>> >> 2003 > > > >>> >> i686 i686 i386 GNU/Linux > > > >>> >> mysql 4.1.14 > > > >>> >> Apache 1.3.33 > > > >>> >> mod_perl 1.29 > > > >>> >> perl v5.8.7 > > > >>> >> > > > >>> >> Any help would be appreciated !!! > > > >>> >> > > > >>> >> Regards, > > > >>> >> Bill > > > >>> >> > > > >>> >> _______________________________________________ > > > >>> >> 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 > > > >>> > > > > >>> > > > >>> > > > >> > > > >> > > > >> -- > > > >> 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 > > > > > > > > > > > > > > > > -- > > Best regards, Ruslan. > > > > > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From jra at baylink.com Mon Oct 10 18:29:32 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 10 Oct 2005 18:29:32 -0400 Subject: [rt-users] Problems installing 3.4.4 with Postgres on FC3 In-Reply-To: ; from Phil Smith III on Sun, Oct 09, 2005 at 03:53:18PM -0500 References: Message-ID: <20051010182932.E12736@cgi.jachomes.com> On Sun, Oct 09, 2005 at 03:53:18PM -0500, Phil Smith III wrote: > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi/Apache > and then it complained that DBI.pm wasn't found. I remember this. Copy DBI.pm *to the parent directory of where you found it*, and see if that helps. 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 jra at baylink.com Mon Oct 10 18:32:47 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 10 Oct 2005 18:32:47 -0400 Subject: [rt-users] Refresh problem and duplicate comments In-Reply-To: <20051010150250.GP14862@chaka.net>; from Todd Chapman on Mon, Oct 10, 2005 at 11:02:50AM -0400 References: <20051010150250.GP14862@chaka.net> Message-ID: <20051010183246.G12736@cgi.jachomes.com> On Mon, Oct 10, 2005 at 11:02:50AM -0400, Todd Chapman wrote: > That's not a problem with RT. When you press the button to submit > a comment an HTTP POST is done. If you refresh the page the POST > is done again. > > There are ways this could be avoided by changing RT but it is a > common problem among web apps. Indeed it is, and that common fix is that the reply from a POST is a redirect to the GET that displays the data, rather than merely returning the data itself. I wonder how hard the structure of RT makes it to change that; it bites me occasionally.. although my browser *warns* me before rePOSTing it. I thought everyone's browser did... 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 jra at baylink.com Mon Oct 10 18:34:14 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 10 Oct 2005 18:34:14 -0400 Subject: [rt-users] Searching Custom Fields In-Reply-To: ; from Chris Valdez on Mon, Oct 10, 2005 at 08:54:08AM -0700 References: <20051008142042.GN14862@chaka.net> <20051010154305.GV6357@bestpractical.com> Message-ID: <20051010183414.H12736@cgi.jachomes.com> On Mon, Oct 10, 2005 at 08:54:08AM -0700, Chris Valdez wrote: > The formatting of the [1]main.id into a URL was done by gmail, it's > not like that in the log. Sorry 'bout that, don't know what gmail was > doing there. Note that gmail *does* have a knob to turn off HTML email. Cheers, -- jr 'aside from finding the chief designer and hitting him' a -- 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 ruslan.zakirov at gmail.com Mon Oct 10 18:45:07 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 02:45:07 +0400 Subject: [rt-users] rt 3.4.4 - Can't locate RT/.pm In-Reply-To: <4335AF4A.60108@ambra.ro> References: <4335AF4A.60108@ambra.ro> Message-ID: <589c94400510101545v46f6f919n3d6aaa7bb43187c7@mail.gmail.com> try to clean mason cache rm -fr /opt/rt3/var/mason_data/obj On 9/24/05, Sterpu Victor wrote: > I upgraded from rt 3.2.2. > When I try to access the rt page on my browser I get the following error > in the apache log: > [Sat Sep 24 22:50:17 2005] [error] Can't locate RT/.pm in @INC (@INC > contains: /opt/rt3/local/lib /opt/rt3/lib > /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 > /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 > /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 > /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 > /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 > /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 > /usr/lib/perl5/vendor_perl . /usr/local/apache/ > /usr/local/apache/lib/perl) at (eval 219) line 3.\n > [Sat Sep 24 22:50:17 2005] [error] Undefined subroutine &RT::::handler > called.\n > > Thank you. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From r at elhames.co.uk Mon Oct 10 18:54:27 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Mon, 10 Oct 2005 23:54:27 +0100 Subject: [rt-users] RT::Attribute::Name Unimplemented (RT 3.4.4) References: <20051007173912.GB31988@bestpractical.com> <004d01c5cd1f$2b70cc20$52c593c3@tiger> <20051010165430.GA13231@bestpractical.com> Message-ID: <00f801c5cded$9196ce90$52c593c3@tiger> Jesse; > > > > On Sun, Oct 09, 2005 at 11:17:00PM +0100, Raed El - Hames wrote: > > Sorry about earlier posting not sure what happened there: > > > > The below error from un-customised rt with populated database: > > error: RT::Attribute::Name Unimplemented in RT::Attributes. > > (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) > > Just before that line ( push @{$self->{'attr'}->{$attr->Name}}, $attr; ), > > insert the following debugging lines: > > $RT::Logger->crit("Loading an attribute - ".ref($attr) .' - '. $attr->_Value('Name')); > $RT::Logger->crit("It can name" ) if $attr->can('Name'); > > Then see what you get in the logs just before this error. 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 From ruslan.zakirov at gmail.com Mon Oct 10 18:50:21 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 02:50:21 +0400 Subject: [rt-users] Apache2+mod_perl2 'server' method in Handler.pm In-Reply-To: <205D20196806AE41A9D8A9E982659E27013BB93A@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27013BB93A@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <589c94400510101550o72054095if312f00c0d486590@mail.gmail.com> On 9/29/05, Myers, Adam wrote: > > I have recently installed RT 3.4.4 (Solaris 10, Apache2+mod_perl2, remote > Oracle host) and everything has been ok till now (of course it is my last > step). When I inserted my virtual host into my httpd.conf file and tried to > restart Apache, I got this error in the error_log: > > [error]Can't locate object method "server" via package "Apache" at > /local/rt/lib/RT/Interface/Web/Handler.pm line > 121.\nCompilation failed in require at (eval 2) line 1.\n > > The code where it errors (line 121) in Handler.pm is: > > 115 unless ( $RT::DatabaseType =~ /(?:mysql|Pg)/ ) { > 116 > 117 # Clean up our umask to protect session files > 118 umask(0077); > 119 > 120 if ($CGI::MOD_PERL) { > 121 chown( Apache->server->uid, Apache->server->gid, > 122 $RT::MasonSessionDir ) > 123 if Apache->server->can('uid'); > 124 } > > Is this because I am using Oracle so it does session handling with Mason, > and mod_perl2 does not have the 'server' method? Could I possible hardcode > the uid and gid in 'chown' with my Apache user and group? Do I need another > perl module or does mod_perl2 have a separate package and method to getting > uid and gid from mod_perl1? Delete this block of the code: > 120 if ($CGI::MOD_PERL) { > 121 chown( Apache->server->uid, Apache->server->gid, > 122 $RT::MasonSessionDir ) > 123 if Apache->server->can('uid'); > 124 } Just check that apache could write into dir $MasonSessionDir which is defined in RT config. > > Any help or info will be useful and greatly appreciated. > > > Thanks! > Adam > _______________________________________________ > 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 macnlos at gmail.com Mon Oct 10 18:51:26 2005 From: macnlos at gmail.com (Carlos Randolph) Date: Mon, 10 Oct 2005 17:51:26 -0500 Subject: [rt-users] RT Install: Problems Accessing the Website Message-ID: <2effbea20510101551k6c71280el323d870cbf70b688@mail.gmail.com> I'm tasked with installing RT on a SuSE - SLES9 server and have reached a point where I have no idea where to look. FYI: I have my trusty "RT Essentials" book in hand and I've been working from it. Our SLES9 box is running with the following for this installation: - Apache2 - FastCGI - MySQL 4.1x I've passed all the PERL dependencies, run all the database initialization and I'm at the point where I'm configuring our web server. RT will be running as part of our regular docroot, not as a separate Virtual Host. I'm try to access the website but I keep getting the "You're Almost There!" web page that states I have not configured mod_perl, fastcgi... I've combed the apache2 error logs and there is nothing in there. I've look at the RT.log file, which is set to debug level, and nothing in there. I have configured things pretty vanilla and followed the book. Any hints/suggestions would be greatly appreciated! C.Randolph Here are the configurations that I'm using: ===RT Configure Command=== ./configure --with-rt-group=dti9grp --with-bin-owner=dti9appl --with-libs-owner=dti9appl --with-libs-group=dti9grp --with-web-user=wwwrun --with-web-group=www --with-db-type=mysql --with-db-host=localhost --with-db-port=3306 --with-db-rt-host=localhost --with-db-dba=rt_user --with-db-database=rt3 --with-db-rt-user=rt_user --with-db-rt-pass=XXXXX ===HTTPD.CONF=== FastCgiServer /opt/rt3/bin/mason_handler.fcgi AddHandler fastcgi-script .fcgi Alias /rt3/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias /rt3 /opt/rt3/bin/mason_handler.fcgi/ ===RT_SiteConfig.PM=== Set( $rtname, 'DTIS'); Set( $Organization, 'dtis.company.com '); Set( $Timezone, 'US/Central'); Set( $WebBaseURL, 'http://ratl4prd'); Set( $WebPath, '/rt3'); Set( $WebImagesURL, $WebPath . '/NoAuth/images/'); Set( $CorrespondAddress, 'dtismail at company.com'); Set( $CommentAddress, 'dtismail at company.com'); Set( $SendmailPath, '/usr/lib/sendmail'); Set( $LogToSyslog, 'debug'); #disables syslog Set( $LogToFile, 'debug'); #set file logging to include everything Set( $LogDir, '/opt/rt3/var/log'); #path to the log Set( $LogToFileNamed, 'rt.log'); #logfile name 1; -------------- next part -------------- An HTML attachment was scrubbed... URL: From blkline at attglobal.net Mon Oct 10 19:29:20 2005 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 10 Oct 2005 19:29:20 -0400 Subject: [rt-users] RT SVN Integration PullUpdate.html unknown user error In-Reply-To: <43419F38.9030608@verizon.net> References: <43419F38.9030608@verizon.net> Message-ID: <434AF950.5020706@attglobal.net> Max wrote: > I've successfully installed the RT::SVN::Integration options, setup > everything appropriately according to the README, and I'm getting the > following errors with it dying on line 44 when trying to use curl and > the webpath, as an unknown user: > > error: Unknown user at /opt/rt3/share/html/SVN/PullUpdate.html line 44. > context: > ... > 40: $user->LoadByCols( Gecos => $actor ); > 41: } > 42: > 43: unless ( $user->id ) { > 44: die "Unknown user"; > 45: } > 46: > 47: my $ticket; > 48: my $update_msg = ''; > ... > code stack: /opt/rt3/share/html/SVN/PullUpdate.html:44 > /opt/rt3/share/html/autohandler:215 > I've isolated this problem to something interesting. I added the following line in the PullUpdate.html file: $RT::Logger->error("Rev: $rev Actor: $actor"); <-------- Added my $user = RT::CurrentUser->new($actor); unless ( $user->id ) { $user->LoadByCols( Gecos => $actor ); } unless ( $user->id ) { die "Unknown user"; } and in the log am getting the following: Oct 10 19:16:45 rt RT: Rev: 114 Actor: klinebl (/opt/rt3/share/html/SVN/PullUpdate.html:39) The $actor variable contains the name of the user (me) who commited the change... not the "RT-SVN" user that Max created. Since klinebl is not an RT user the error message "Unknown user" is correct. The version of subversion is: subversion-1.1.1-2.1, compiled for RHEL 4. Does this point to the problem? Barry From blkline at attglobal.net Mon Oct 10 20:04:02 2005 From: blkline at attglobal.net (Barry L. Kline) Date: Mon, 10 Oct 2005 20:04:02 -0400 Subject: [rt-users] RT SVN Integration PullUpdate.html unknown user error In-Reply-To: <434AF950.5020706@attglobal.net> References: <43419F38.9030608@verizon.net> <434AF950.5020706@attglobal.net> Message-ID: <434B0172.6020404@attglobal.net> Barry L. Kline wrote: > > I've isolated this problem to something interesting. I added the > following line in the PullUpdate.html file: > > $RT::Logger->error("Rev: $rev Actor: $actor"); <-------- Added > my $user = RT::CurrentUser->new($actor); > unless ( $user->id ) { > $user->LoadByCols( Gecos => $actor ); > } > > unless ( $user->id ) { > die "Unknown user"; > } > > and in the log am getting the following: > > Oct 10 19:16:45 rt RT: Rev: 114 Actor: klinebl > (/opt/rt3/share/html/SVN/PullUpdate.html:39) > > > The $actor variable contains the name of the user (me) who commited the > change... not the "RT-SVN" user that Max created. Since klinebl is not > an RT user the error message "Unknown user" is correct. The version of > subversion is: subversion-1.1.1-2.1, compiled for RHEL 4. > > Does this point to the problem? > > Barry I know that it's rude to reply to your own post, but I've done another experiment. I created a user in RT called "klinebl", commited another change and voila! It worked fine. Which brings me to this code: open( SVNLOOK, "$LOOK log $REPO -r $rev|" ) || die $@; my $dashes = ; my $data = ; my ( $revision, $actor, $foo ); if ( $data =~ /^r(\d+)\s*\|\s*(.*?)\s*\|/ ) { $revision = $1; $actor = $2; } Since the code is clearly parsing the data returned from the "svn log" it is impossible for this to work if the "actor" (the person who committed the changes) is not an RT user. My guess is that everyone who has been successful with this so far has been so because the userid that they use to commit to SVN is also present as an RT user. This is the pertinent svn log data: ------------------------------------------------------------------------ r123 | klinebl | 2005-10-10 19:35:00 -0400 (Mon, 10 Oct 2005) | 5 lines RT-Ticket: 37 As a last experiment I filled in my Unix login field on my RT profile with the Unix login field on my development box, then renamed my test profile listed above. Once again, success! RT is smart enough to look for the user based on Unix login name. The bottom line: Ensure that the "Unix login" field in RT is filled in for the appropriate user with the login used for development. But this begs the question... what do I do with the *other* user profile under which I develop? Can I insert more than one Unix login into the field? Jesse -- perhaps this needs to be added to the README file included with the integration module. BK From yiqiang at happix.net Mon Oct 10 21:52:42 2005 From: yiqiang at happix.net (yiqiang) Date: Tue, 11 Oct 2005 09:52:42 +0800 Subject: [rt-users] trying to install rt3.4.4 Message-ID: <00c801c5ce06$77ae3b80$0a00000a@MANTA> Hi There, I have tried to install RequestTracker on my box running FC2. I am currently facing this problem when i do a 'make fixdeps' Wondering if theres any kind soul out there that could help me because i am not a linux guru When i do a 'make testdeps' It shows everything 'found' but at the end of the check, it says "SOMETHING WAS MISSING!" and when i do a 'make fixdeps' the following appears at the end. SOMETHING WAS MISSING! # Looks like your test died before it could output anything. make: *** [fixdeps] Error 255 Thanks to the kind soul in advance! With Regards, Low Ee Chiang MantaNetworks Pte Ltd _______________________________________________ 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 randy.paries at unitnet.com Mon Oct 10 22:45:41 2005 From: randy.paries at unitnet.com (Randy Paries) Date: Mon, 10 Oct 2005 21:45:41 -0500 Subject: [rt-users] help with new users and new tickets Message-ID: <200510102141875.SM01588@BIGBLUE> Hello, I have had RT 3.0.10 running for a while I have not customized it very much at all. i have 2 very active que's We only allow email access to the tickets. I'm am running on rh9 with mysql 3.23 My problem is, in my database I have now 20,000 users and 134,000 groups Is there a way when someone logs a new ticket I can assign them to the same group instead of creating new groups? It looks from what I can tell for each user there is three groups created Thanks Randy From todd at chaka.net Mon Oct 10 22:33:08 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 10 Oct 2005 22:33:08 -0400 Subject: [rt-users] help with new users and new tickets In-Reply-To: <200510102141875.SM01588@BIGBLUE> References: <200510102141875.SM01588@BIGBLUE> Message-ID: <20051011023308.GQ14862@chaka.net> On Mon, Oct 10, 2005 at 09:45:41PM -0500, Randy Paries wrote: > Hello, > I have had RT 3.0.10 running for a while > I have not customized it very much at all. > i have 2 very active que's > We only allow email access to the tickets. > > I'm am running on rh9 with mysql 3.23 > > My problem is, in my database I have now 20,000 users and 134,000 groups > > Is there a way when someone logs a new ticket I can assign them to the same > group instead of creating new groups? > It looks from what I can tell for each user there is three groups created > > Thanks > Randy > Randy, RT creates 2 groups for every ticket. The group for the CCs and and the group for the AdminCCs. I think RT also create a group for each user and I forget why. None of this should be a problem, but if you need better performance I would try upgrading to a newer RT. -Todd From yiqiang at happix.net Mon Oct 10 23:53:53 2005 From: yiqiang at happix.net (yiqiang) Date: Tue, 11 Oct 2005 11:53:53 +0800 Subject: [rt-users] trying to install rt3.4.4 References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> Message-ID: <00f601c5ce17$65f91700$0a00000a@MANTA> Hi There, I managed to make install successfully but the following step failed. # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password Can't locate MIME/Entity.pm in @INC (@INC contains: /opt/rt3/lib /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3 /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RT/I18N.pm line 67. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 67. Compilation failed in require at /opt/rt3/lib/RT.pm line 48. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48. Compilation failed in require at //opt/rt3/sbin/rt-setup-database line 57. BEGIN failed--compilation aborted at //opt/rt3/sbin/rt-setup-database line 57. make: *** [initialize-database] Error 2 Wondering if anyone can help me out here With Regards, Low Ee Chiang MantaNetworks Pte Ltd ----- Original Message ----- From: "yiqiang" To: Sent: Tuesday, October 11, 2005 9:52 AM Subject: [rt-users] trying to install rt3.4.4 Hi There, I have tried to install RequestTracker on my box running FC2. I am currently facing this problem when i do a 'make fixdeps' Wondering if theres any kind soul out there that could help me because i am not a linux guru When i do a 'make testdeps' It shows everything 'found' but at the end of the check, it says "SOMETHING WAS MISSING!" and when i do a 'make fixdeps' the following appears at the end. SOMETHING WAS MISSING! # Looks like your test died before it could output anything. make: *** [fixdeps] Error 255 Thanks to the kind soul in advance! With Regards, Low Ee Chiang MantaNetworks Pte Ltd _______________________________________________ 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 ruslan.zakirov at gmail.com Tue Oct 11 02:21:01 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 10:21:01 +0400 Subject: [rt-users] help with new users and new tickets In-Reply-To: <20051011023308.GQ14862@chaka.net> References: <200510102141875.SM01588@BIGBLUE> <20051011023308.GQ14862@chaka.net> Message-ID: <589c94400510102321i6e9f3fb8o31ecc28656392a4@mail.gmail.com> On 10/11/05, Todd Chapman wrote: > On Mon, Oct 10, 2005 at 09:45:41PM -0500, Randy Paries wrote: > > Hello, > > I have had RT 3.0.10 running for a while > > I have not customized it very much at all. > > i have 2 very active que's > > We only allow email access to the tickets. > > > > I'm am running on rh9 with mysql 3.23 > > > > My problem is, in my database I have now 20,000 users and 134,000 groups > > > > Is there a way when someone logs a new ticket I can assign them to the same > > group instead of creating new groups? > > It looks from what I can tell for each user there is three groups created > > > > Thanks > > Randy > > > Randy, > > RT creates 2 groups for every ticket. The group for the CCs and To be correct it creates 4 groups per ticket: Owner, Requestor, Cc and AdminCc. > and the group for the AdminCCs. I think RT also create a > group for each user and I forget why. To manage rights. > > None of this should be a problem, but if you need better > performance I would try upgrading to a newer RT. > > -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 lvanderf at internode.com.au Tue Oct 11 02:29:48 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 11 Oct 2005 15:59:48 +0930 Subject: [rt-users] rt344 on solaris 9, syslog error Message-ID: <434B5BDC.8030509@internode.com.au> Hi. I'm installing rt3.4.4 on solaris 9. I've come across the syslog bug. The one that gives you this output when you try to log in: *error:* no connection to syslog available at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Log/Dispatch/Syslog.pm line 77 I've tried the fix that mentions putting: @LogToSyslogConf = ( ) unless (@LogToSyslogConf); @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); However, this fix doesn't work for me. I think I might have to edit RT.pm. Any suggestions? Thanks. Kind regards. -- Luke From ruslan.zakirov at gmail.com Tue Oct 11 02:48:04 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 11 Oct 2005 10:48:04 +0400 Subject: [rt-users] rt344 on solaris 9, syslog error In-Reply-To: <434B5BDC.8030509@internode.com.au> References: <434B5BDC.8030509@internode.com.au> Message-ID: <589c94400510102348r7599d8d7xd4fff16f7bdc1200@mail.gmail.com> On 10/11/05, Luke Vanderfluit wrote: > Hi. > > I'm installing rt3.4.4 on solaris 9. > I've come across the syslog bug. > The one that gives you this output when you try to log in: > > *error:* no connection to syslog available at > /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Log/Dispatch/Syslog.pm > line 77 > > I've tried the fix that mentions putting: > @LogToSyslogConf = ( ) unless (@LogToSyslogConf); > @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); > > However, this fix doesn't work for me. > I think I might have to edit RT.pm. > Any suggestions? You need to put: "@LogToSyslogConf = ( socket => 'inet' );" without unless and restart RT server. *Stop and start* > > 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 > -- Best regards, Ruslan. From lvanderf at internode.com.au Tue Oct 11 03:20:50 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 11 Oct 2005 16:50:50 +0930 Subject: [rt-users] rt344 on solaris 9, syslog error In-Reply-To: <589c94400510102348r7599d8d7xd4fff16f7bdc1200@mail.gmail.com> References: <434B5BDC.8030509@internode.com.au> <589c94400510102348r7599d8d7xd4fff16f7bdc1200@mail.gmail.com> Message-ID: <434B67D2.30602@internode.com.au> Hi. Ruslan Zakirov wrote: >On 10/11/05, Luke Vanderfluit wrote: > >>Hi. >> >>I'm installing rt3.4.4 on solaris 9. >>I've come across the syslog bug. >>The one that gives you this output when you try to log in: >> >>*error:* no connection to syslog available at >>/webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Log/Dispatch/Syslog.pm >>line 77 >> >>I've tried the fix that mentions putting: >>@LogToSyslogConf = ( ) unless (@LogToSyslogConf); >>@LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); >> >>However, this fix doesn't work for me. >>I think I might have to edit RT.pm. >>Any suggestions? >> >You need to put: "@LogToSyslogConf = ( socket => 'inet' );" without >unless and restart RT server. *Stop and start* > OK. I've done the following from the source tree. ./configure --with-db-rt-pass='somepass' --prefix=/usr/local/rt3 perl sbin/rt-test-dependencies --with-mysql --with-modperl1 shows up with everything found. make install went fine. Then I have the following section in my RT_SiteConfig.pm: /~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Set($LogToSyslog , ''); Set($LogToScreen , 'debug'); Set($LogToFile , 'debug'); Set($LogDir, '/usr/local/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log # On Solaris or UnixWare, set to ( socket => 'inet' ). Options here # override any other options RT passes to Log::Dispatch::Syslog. # Other interesting flags include facility and logopt. (See the # Log::Dispatch::Syslog documentation for more information.) (Maybe # ident too, if you have multiple RT installations.) #@LogToSyslogConf = () unless (@LogToSyslogConf); @LogToSyslogConf = ( socket => 'inet' ); #unless (@LogToSyslogConf); \_____________________________________ I restarted the webserver and still got the same error. Then I stop httpd and made sure no httpd was running. Then started the server and it worked. :-) However now I can't log in. I've tried "root":"somepass" somepass is the same password as I used with ./configure --with-db-rt-pass='somepass' But I couldn't get it. Then I tried "rtuser":"somepass" as they are set the RT_SiteConfig.pm file. That didn't work either. Which username and password combination is the one to use for an initial login? Thanks. -- Luke From lvanderf at internode.com.au Tue Oct 11 03:27:35 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 11 Oct 2005 16:57:35 +0930 Subject: [rt-users] rt344 on solaris 9, syslog error In-Reply-To: <2DC98A3C-DFFD-40C6-B49A-70AECE65B48D@hamburg.fcb.com> References: <434B5BDC.8030509@internode.com.au> <589c94400510102348r7599d8d7xd4fff16f7bdc1200@mail.gmail.com> <434B67D2.30602@internode.com.au> <2DC98A3C-DFFD-40C6-B49A-70AECE65B48D@hamburg.fcb.com> Message-ID: <434B6967.1090103@internode.com.au> Hi. Harald Wagener wrote: > > Am 11.10.2005 um 09:20 schrieb Luke Vanderfluit: > >> However now I can't log in. >> I've tried "root":"somepass" >> somepass is the same password as I used with ./configure --with-db- >> rt-pass='somepass' > > As stated in the readme, the default password for RT's root user is > 'password'. It is not the same as the password for database > authentication. > Thanks heaps. Kind regards. -- Luke From hwagener at hamburg.fcb.com Tue Oct 11 03:23:52 2005 From: hwagener at hamburg.fcb.com (Harald Wagener) Date: Tue, 11 Oct 2005 09:23:52 +0200 Subject: [rt-users] rt344 on solaris 9, syslog error In-Reply-To: <434B67D2.30602@internode.com.au> References: <434B5BDC.8030509@internode.com.au> <589c94400510102348r7599d8d7xd4fff16f7bdc1200@mail.gmail.com> <434B67D2.30602@internode.com.au> Message-ID: <2DC98A3C-DFFD-40C6-B49A-70AECE65B48D@hamburg.fcb.com> Am 11.10.2005 um 09:20 schrieb Luke Vanderfluit: > Hi. Hello. [...] > However now I can't log in. > I've tried "root":"somepass" > somepass is the same password as I used with ./configure --with-db- > rt-pass='somepass' As stated in the readme, the default password for RT's root user is 'password'. It is not the same as the password for database authentication. Regards, Harald -- Harald Wagener Technischer Leiter Foote Cone & Belding FCB Wilkens An der Alster 42 20099 Hamburg Germany T: +49 (0)40 2881 1252 F: +49 (0)40 2881 1217 hwagener at hamburg.fcb.com http://www.footeconebelding.de From hilde.rafaelsen at cc.uit.no Tue Oct 11 04:12:12 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Tue, 11 Oct 2005 10:12:12 +0200 Subject: SV: [rt-users] Refresh problem and duplicate comments Message-ID: Hi, I use version 3.4.2. This update function were is it? In what file? Hilde -----Opprinnelig melding----- Fra: Roy El-Hames [mailto:rfh at pipex.net] Sendt: 10. oktober 2005 16:28 Til: Hilde T Lauvset Rafaelsen Emne: Re: [rt-users] Refresh problem and duplicate comments If you look closley you'll notice that its not displayed multiple times, you have actually submitted an update on each refresh .. what version of RT are you using, in earlier versions the update function returns you to Update.html, you need to modify that so it goes to Display.html on update. Roy Hilde T Lauvset Rafaelsen wrote: >Hi, > >Some of our users have reported an annoying problem with RT. If we press the refresh button in IE after we have add a comment to a ticket and pressed the submit button, the comment is displayed two times (or several times if we press refresh again). I assume this is because of some sessions variables that isn't deleted or something like that. > >Is there a way to solve this problem, without a configuration in every file in RT? > > > > >------------------------------------- >Hilde Therese Lauvset Rafaelsen >IT-avdelingen, Universitetet i Troms? >Tlf: +47 77 64 58 01 >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >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 Tue Oct 11 06:51:08 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Tue, 11 Oct 2005 11:51:08 +0100 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <20051007164312.GQ5078@bestpractical.com> References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> <20051006164742.GW22720@bestpractical.com> <434651B4.6030709@lboro.ac.uk> <20051007164312.GQ5078@bestpractical.com> Message-ID: <434B991C.3020605@lboro.ac.uk> Jesse Vincent wrote: > > >> On Fri, Oct 07, 2005 at 11:45:08AM +0100, Stewart Tranter wrote: >>Where do I need touch the empty.po file? > > > lib/RT/I18N/. Same directory as the rest of em. > > >>Is there not something I need to download or configure in order that "make extract-message-catalogs" >>works? At the moment I'm getting "make: *** No rule to make target >>`extract-message-catalogs'. Stop." > > > I may have typoed the Makefile target. If you pop open the Makefile in > ia text editor, you should see it. > > I created eo.po (Esperanto) in /opt/rt3/lib/RT/I18N. I then looked in the Makefile and saw: regenerate-catalogs: $(PERL) sbin/extract-message-catalog which is correct. Still gives the error "Stop" error though as above. I tried perl sbin/extract-message-catalog as no args seemed to be passed to the extract-message-catalog, but this seemed to leave everything untouched, eo.po was still 0 bytes. What am I doing wrong? Is my country code to obscure? 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 jfenal at gmail.com Tue Oct 11 07:26:01 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Tue, 11 Oct 2005 13:26:01 +0200 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <434B991C.3020605@lboro.ac.uk> References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> <20051006164742.GW22720@bestpractical.com> <434651B4.6030709@lboro.ac.uk> <20051007164312.GQ5078@bestpractical.com> <434B991C.3020605@lboro.ac.uk> Message-ID: <40a14bc10510110426v1c711881w@mail.gmail.com> 2005/10/11, Stewart Tranter : ... > I created eo.po (Esperanto) in /opt/rt3/lib/RT/I18N. > > I then looked in the Makefile and saw: > > regenerate-catalogs: > $(PERL) sbin/extract-message-catalog > > which is correct. Still gives the error "Stop" error though as above. > I tried perl sbin/extract-message-catalog as no args seemed to be passed > to the extract-message-catalog, but this seemed to leave everything > untouched, eo.po was still 0 bytes. well, it shouldn't be _that_ empty... I tried with the following (and only) content for eo.po : cat << EOF > eo.po msgid "" msgstr "" "Project-Id-Version: eo\n" "MIME-Version: 1.0\n" "Content-Type: text/plain; charset=UTF-8\n" "Content-Transfer-Encoding: 8bit\n" EOF make regenerate-catalogs It worked nicely, you can then use kbabel (or any other po tool you like) to edit it. Do not forget to add other header fields, such as your mail address (Last-Translator) Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From enediel at hotmail.com Tue Oct 11 09:54:57 2005 From: enediel at hotmail.com (enediel gonzalez) Date: Tue, 11 Oct 2005 13:54:57 +0000 Subject: [rt-users] installing request tracker Message-ID: Hello: I'm installing the request tracker on Debian Sarge executing make testdeps I obtain WWW::Mechanize ...MISSING Test::WWW::Mechanize ...MISSING trying to do everything according to the procedure, and executing make fixdeps I obtain this message in some points of the process Test::Memory::Cycle not installed executing several times make fixdeps doesn't fix this problem I tried to install this dependency by myself but I haven't found the way. Thanks in advance for any answer Enediel From todd at chaka.net Tue Oct 11 10:30:14 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Oct 2005 10:30:14 -0400 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat Message-ID: <20051011143014.GO21451@chaka.net> If your RT's rights setup gets complex this wiki post may help. http://wiki.bestpractical.com/index.cgi?WhoHasRightsToWhat -Todd From sturner at MIT.EDU Tue Oct 11 11:07:24 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Tue, 11 Oct 2005 11:07:24 -0400 Subject: [rt-users] Refresh problem and duplicate comments In-Reply-To: <20051010183246.G12736@cgi.jachomes.com> References: <20051010150250.GP14862@chaka.net> <20051010183246.G12736@cgi.jachomes.com> Message-ID: <6.2.1.2.2.20051011110558.02f2e940@po14.mit.edu> At Monday 10/10/2005 06:32 PM, Jay R. Ashworth wrote: >I wonder how hard the structure of RT makes it to change that; it bites >me occasionally.. although my browser *warns* me before rePOSTing it. > >I thought everyone's browser did... No, Opera for one doesn't. Steve From rfh at pipex.net Tue Oct 11 11:30:03 2005 From: rfh at pipex.net (Roy El-Hames) Date: Tue, 11 Oct 2005 16:30:03 +0100 Subject: [rt-users] Refresh problem and duplicate comments In-Reply-To: <20051010183246.G12736@cgi.jachomes.com> References: <20051010150250.GP14862@chaka.net> <20051010183246.G12736@cgi.jachomes.com> Message-ID: <434BDA7B.5010601@pipex.net> Jay R. Ashworth wrote: >On Mon, Oct 10, 2005 at 11:02:50AM -0400, Todd Chapman wrote: > > >>That's not a problem with RT. When you press the button to submit >>a comment an HTTP POST is done. If you refresh the page the POST >>is done again. >> >>There are ways this could be avoided by changing RT but it is a >>common problem among web apps. >> >> > >Indeed it is, and that common fix is that the reply from a POST is a >redirect to the GET that displays the data, rather than merely >returning the data itself. > >I wonder how hard the structure of RT makes it to change that; it bites >me occasionally.. although my browser *warns* me before rePOSTing it. > >I thought everyone's browser did... > >Cheers, >-- jra > > Redirect to Dislpay.html $m->comp('Display.html', TicketObj => $TicketObj, %ARGS); Roy From joby at u.washington.edu Tue Oct 11 11:50:19 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 11 Oct 2005 08:50:19 -0700 Subject: SV: [rt-users] Refresh problem and duplicate comments In-Reply-To: References: Message-ID: <434BDF3B.3080505@u.washington.edu> The update happens in Ticket/Display.html Joby Walker ITI SSG, University of Washington Hilde T Lauvset Rafaelsen wrote: > Hi, > > I use version 3.4.2. > > This update function were is it? In what file? > > Hilde > > -----Opprinnelig melding----- > Fra: Roy El-Hames [mailto:rfh at pipex.net] > Sendt: 10. oktober 2005 16:28 > Til: Hilde T Lauvset Rafaelsen > Emne: Re: [rt-users] Refresh problem and duplicate comments > > If you look closley you'll notice that its not displayed multiple times, you have actually submitted an update on each refresh .. > what version of RT are you using, in earlier versions the update function returns you to Update.html, you need to modify that so it goes to Display.html on update. > > Roy > > Hilde T Lauvset Rafaelsen wrote: > > >>Hi, >> >>Some of our users have reported an annoying problem with RT. If we press the refresh button in IE after we have add a comment to a ticket and pressed the submit button, the comment is displayed two times (or several times if we press refresh again). I assume this is because of some sessions variables that isn't deleted or something like that. >> >>Is there a way to solve this problem, without a configuration in every file in RT? >> >> >> >> >>------------------------------------- >>Hilde Therese Lauvset Rafaelsen >>IT-avdelingen, Universitetet i Troms? >>Tlf: +47 77 64 58 01 >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>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 gutenpress at gmail.com Tue Oct 11 11:51:30 2005 From: gutenpress at gmail.com (Sean Johnson) Date: Tue, 11 Oct 2005 11:51:30 -0400 Subject: [rt-users] Mysql -> Postgresql? Message-ID: <11fc6a250510110851n6a7150cv67a60eda3bcbb4d0@mail.gmail.com> Is there a moderately painless way to move an RT mysql database to postgresql? Thanks, Sean -------------- next part -------------- An HTML attachment was scrubbed... URL: From yiqiang at happix.net Tue Oct 11 12:00:48 2005 From: yiqiang at happix.net (yiqiang) Date: Wed, 12 Oct 2005 00:00:48 +0800 Subject: [rt-users] trying to install rt3.4.4 References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <00f601c5ce17$65f91700$0a00000a@MANTA> Message-ID: <002101c5ce7c$f245bb90$0a00000a@mantanetworks.com> Hi There, I managed to make install successfully but the following step failed. Appreciate if someone could help me out here.. # make initialize-database /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba root --prompt-for-dba-password Can't locate MIME/Entity.pm in @INC (@INC contains: /opt/rt3/lib /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3 /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl .) at /opt/rt3/lib/RT/I18N.pm line 67. BEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 67. Compilation failed in require at /opt/rt3/lib/RT.pm line 48. BEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48. Compilation failed in require at //opt/rt3/sbin/rt-setup-database line 57. BEGIN failed--compilation aborted at //opt/rt3/sbin/rt-setup-database line 57. make: *** [initialize-database] Error 2 Wondering if anyone can help me out here With Regards, Low Ee Chiang MantaNetworks Pte Ltd From macnlos at gmail.com Tue Oct 11 12:09:01 2005 From: macnlos at gmail.com (Carlos Randolph) Date: Tue, 11 Oct 2005 11:09:01 -0500 Subject: [rt-users] Re: RT Install: Problems Accessing the Website In-Reply-To: <2effbea20510101551k6c71280el323d870cbf70b688@mail.gmail.com> References: <2effbea20510101551k6c71280el323d870cbf70b688@mail.gmail.com> Message-ID: <2effbea20510110909x17f3ae8en12820e33fb51a4c9@mail.gmail.com> I'm still stuck with this issue. I took a look at the wiki for RHEL Installation with FastCGI and tried some of the HTTPD.CONF setting there with no success. What concerns me is that I can find no errors anywhere. I've looked in every log I could imagine and nothing shows up. Thanks, CR On 10/10/05, Carlos Randolph wrote: > > I'm tasked with installing RT on a SuSE - SLES9 server and have reached a > point where I have no idea where to look. FYI: I have my trusty "RT > Essentials" book in hand and I've been working from it. > > Our SLES9 box is running with the following for this installation: > - Apache2 > - FastCGI > - MySQL 4.1x > > I've passed all the PERL dependencies, run all the database initialization > and I'm at the point where I'm configuring our web server. RT will be > running as part of our regular docroot, not as a separate Virtual Host. > > I'm try to access the website but I keep getting the "You're Almost > There!" web page that states I have not configured mod_perl, fastcgi... I've > combed the apache2 error logs and there is nothing in there. I've look at > the RT.log file, which is set to debug level, and nothing in there. > > I have configured things pretty vanilla and followed the book. Any > hints/suggestions would be greatly appreciated! > C.Randolph > > > Here are the configurations that I'm using: > > ===RT Configure Command=== > ./configure > --with-rt-group=dti9grp > --with-bin-owner=dti9appl > --with-libs-owner=dti9appl > --with-libs-group=dti9grp > --with-web-user=wwwrun > --with-web-group=www > --with-db-type=mysql > --with-db-host=localhost > --with-db-port=3306 > --with-db-rt-host=localhost > --with-db-dba=rt_user > --with-db-database=rt3 > --with-db-rt-user=rt_user > --with-db-rt-pass=XXXXX > > > ===HTTPD.CONF=== > FastCgiServer /opt/rt3/bin/mason_handler.fcgi > AddHandler fastcgi-script .fcgi > Alias /rt3/NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ > ScriptAlias /rt3 /opt/rt3/bin/mason_handler.fcgi/ > > > ===RT_SiteConfig.PM=== > Set( $rtname, 'DTIS'); > Set( $Organization, 'dtis.company.com '); > Set( $Timezone, 'US/Central'); > Set( $WebBaseURL, 'http://ratl4prd') ; > Set( $WebPath, '/rt3'); > Set( $WebImagesURL, $WebPath . '/NoAuth/images/'); > Set( $CorrespondAddress, 'dtismail at company.com'); > Set( $CommentAddress, 'dtismail at company.com'); > Set( $SendmailPath, '/usr/lib/sendmail'); > Set( $LogToSyslog, 'debug'); #disables syslog > Set( $LogToFile, 'debug'); #set file logging to include everything > Set( $LogDir, '/opt/rt3/var/log'); #path to the log > Set( $LogToFileNamed, 'rt.log'); #logfile name > 1; > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jfenal at gmail.com Tue Oct 11 12:10:56 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Tue, 11 Oct 2005 18:10:56 +0200 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <20051011143014.GO21451@chaka.net> References: <20051011143014.GO21451@chaka.net> Message-ID: <40a14bc10510110910r62a98199q@mail.gmail.com> 2005/10/11, Todd Chapman : > If your RT's rights setup gets complex this wiki post may help. > > http://wiki.bestpractical.com/index.cgi?WhoHasRightsToWhat YES! Thank you for this wonderful contribution. I made a small correction on the page (colspan), but that is a killer view of RT rights! Thanks again, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From todd at chaka.net Tue Oct 11 13:03:07 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Oct 2005 13:03:07 -0400 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <40a14bc10510110910r62a98199q@mail.gmail.com> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> Message-ID: <20051011170307.GR14862@chaka.net> On Tue, Oct 11, 2005 at 06:10:56PM +0200, J?r?me Fenal wrote: > 2005/10/11, Todd Chapman : > > If your RT's rights setup gets complex this wiki post may help. > > > > http://wiki.bestpractical.com/index.cgi?WhoHasRightsToWhat > > YES! > Thank you for this wonderful contribution. > > I made a small correction on the page (colspan), but that is a killer > view of RT rights! > > Thanks again, Glad you like it. In our setup the user gets a menu under Preferences called "My Ticket Rights" that answers a lot of questions about who can do what. I plan on extending it so that you can bulk change rights on that page. 2 minutes ago I opened 10 tabs in firefox to give the same group permissions on 10 different CFs. In the future it could all be done with one page. Also, in our company we don't care who knows about the existence of a custom field even if the user hasn't been given SeeCustomField, so in this contrib we replace: my $cfs = RT::CustomFields->new($session{CurrentUser}); with my $cfs = RT::CustomFields->new($RT::SystemUser); so that a user knows that CFs exist that the user cannot otherwise see. -Todd From todd at chaka.net Tue Oct 11 13:07:25 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Oct 2005 13:07:25 -0400 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <40a14bc10510110910r62a98199q@mail.gmail.com> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> Message-ID: <20051011170725.GS14862@chaka.net> FYI With regard to your change; the reason for using @queues instead of while($cfs->Next) is that we custom sort the queues in a way that makes more sense for us. -Todd From yiqiang at happix.net Tue Oct 11 04:40:25 2005 From: yiqiang at happix.net (yiqiang) Date: Tue, 11 Oct 2005 16:40:25 +0800 Subject: [rt-users] trying to install rt3.4.4 References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <00f601c5ce17$65f91700$0a00000a@MANTA> <002101c5ce7c$f245bb90$0a00000a@mantanetworks.com> Message-ID: <002a01c5ce3f$6cf7ae40$0a00000a@mantanetworks.com> Actually i did but it gives this error. Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/Misc.t 14 7 50.00% 4-5 7-11 Failed 1/10 test scripts, 90.00% okay. 7/232 subtests failed, 96.98% okay. make[1]: *** [test_dynamic] Error 255 make[1]: Leaving directory `/root/.cpan/build/MIME-tools-5.418' /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found Time::HiRes ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Tree::Simple 1.04...found Scalar::Util ...found Module::Versions::Report ...found Cache::Simple::TimedExpiry ...found XML::Simple ...found SOMETHING WAS MISSING! # Looks like your test died before it could output anything. make: *** [fixdeps] Error 255 With Regards, Low Ee Chiang MantaNetworks Pte Ltd ----- Original Message ----- From: "Harald Wagener" To: "yiqiang" Sent: Wednesday, October 12, 2005 12:04 AM Subject: Re: [rt-users] trying to install rt3.4.4 Am 11.10.2005 um 18:00 schrieb yiqiang: > > Hi There, > > I managed to make install successfully but the following step failed. > Appreciate if someone could help me out here.. > > # make initialize-database > /usr/bin/perl //opt/rt3/sbin/rt-setup-database --action init --dba > root --prompt-for-dba-password > Can't locate MIME/Entity.pm in @INC (@INC contains: /opt/rt3/lib You forget to 'make fixdeps' before trying to set up the database. Regards, Harald From les at futuresource.com Tue Oct 11 14:11:02 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 11 Oct 2005 13:11:02 -0500 Subject: [rt-users] trying to install rt3.4.4 In-Reply-To: <00c801c5ce06$77ae3b80$0a00000a@MANTA> References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> Message-ID: <1129054261.31341.354.camel@les-home.futuresource.com> On Mon, 2005-10-10 at 20:52, yiqiang wrote: > I have tried to install RequestTracker on my box running FC2. > I am currently facing this problem when i do a 'make fixdeps' Some of the CPAN modules have changed recently. The last time I installed, I had to install a few modules manually (with perl -MCPAN -eshell). I had to 'install Pod::Tests' first, then 'force install WWW::Mechanize' and 'force install Test::More'. After that, the 'make fixdeps' installed everything else. It is possible that additional changes have happened, though. -- Les Mikesell les at futuresource.com From dthacker at omnihotels.com Tue Oct 11 14:03:59 2005 From: dthacker at omnihotels.com (Dave Thacker) Date: Tue, 11 Oct 2005 13:03:59 -0500 Subject: [rt-users] Need 3.0.10 tarball Message-ID: <1129053451.30705.28.camel@dthacker.omnihotels.com> I need to start some pre-migration testing from 3.0.10 to the current version. The oldest 3.x.x series I've been able to find for download is 3.0.12. Does anyone have a 3.0.10 tarball they could share? Thanks. DT -- Dave Thacker, Senior Systems Administrator Omni Hotels Reservation Center V: 402.952.6535 F: 402-334-8013 M: 402-981-4613 (24/7) -------------- next part -------------- An HTML attachment was scrubbed... URL: From mike at mactech-solutions.com Tue Oct 11 13:47:40 2005 From: mike at mactech-solutions.com (Mike Braziel) Date: Tue, 11 Oct 2005 12:47:40 -0500 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <20051011170307.GR14862@chaka.net> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> <20051011170307.GR14862@chaka.net> Message-ID: <990E25D3-9D19-40D2-914F-3224BD2DBB38@mactech-solutions.com> On Oct 11, 2005, at 12:03 PM, Todd Chapman wrote: > On Tue, Oct 11, 2005 at 06:10:56PM +0200, J?r?me Fenal wrote: > >> 2005/10/11, Todd Chapman : >> >>> If your RT's rights setup gets complex this wiki post may help. >>> >>> http://wiki.bestpractical.com/index.cgi?WhoHasRightsToWhat >>> >> >> YES! >> Thank you for this wonderful contribution. >> >> I made a small correction on the page (colspan), but that is a killer >> view of RT rights! >> >> Thanks again, >> > > Glad you like it. In our setup the user gets a menu under Preferences > called "My Ticket Rights" that answers a lot of questions about who > can do what. How???? I have it working if I go directly to the page, but I don't know how to make it show up as a link in the menus. I'm still new to most of this. > I plan on extending it so that you can bulk change rights on that > page. 2 minutes ago I opened 10 tabs in firefox to give the same > group permissions on 10 different CFs. In the future it could all > be done with one page. That would be great!!! RT3.4.4 Running on MacOS X 10.4.2 Server Thanks Mike mike at mactech-solutions.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From putzoa at gmx.de Tue Oct 11 14:31:06 2005 From: putzoa at gmx.de (Andreas Putzo) Date: Tue, 11 Oct 2005 20:31:06 +0200 Subject: [rt-users] installing request tracker In-Reply-To: References: Message-ID: <200510112031.06969.putzoa@gmx.de> Hello, On Tuesday 11 October 2005 15:54, enediel gonzalez wrote: > Hello: > I'm installing the request tracker on Debian Sarge > > executing > make testdeps > > I obtain > > WWW::Mechanize ...MISSING > Test::WWW::Mechanize ...MISSING > > trying to do everything according to the procedure, and executing > make fixdeps > > I obtain this message in some points of the process > > Test::Memory::Cycle not installed > > executing several times > make fixdeps > doesn't fix this problem Don't know, why you have problems, installing RT on Debian since i was able to install without any problem. Anyway, perhaps apt-get install libwww-mechanize-perl could help? hth, Andreas From todd at chaka.net Tue Oct 11 14:09:21 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Oct 2005 14:09:21 -0400 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <990E25D3-9D19-40D2-914F-3224BD2DBB38@mactech-solutions.com> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> <20051011170307.GR14862@chaka.net> <990E25D3-9D19-40D2-914F-3224BD2DBB38@mactech-solutions.com> Message-ID: <20051011180921.GT14862@chaka.net> On Tue, Oct 11, 2005 at 12:47:40PM -0500, Mike Braziel wrote: > On Oct 11, 2005, at 12:03 PM, Todd Chapman wrote: > > >On Tue, Oct 11, 2005 at 06:10:56PM +0200, J?r?me Fenal wrote: > > > >>2005/10/11, Todd Chapman : > >> > >>>If your RT's rights setup gets complex this wiki post may help. > >>> > >>>http://wiki.bestpractical.com/index.cgi?WhoHasRightsToWhat > >>> > >> > >>YES! > >>Thank you for this wonderful contribution. > >> > >>I made a small correction on the page (colspan), but that is a killer > >>view of RT rights! > >> > >>Thanks again, > >> > > > >Glad you like it. In our setup the user gets a menu under Preferences > >called "My Ticket Rights" that answers a lot of questions about who > >can do what. > > How???? I have it working if I go directly to the page, but I don't > know how to make it show up as a link in the menus. I'm still new to > most of this. Well, I had to have Jesse add a callback to RT to get it inserted into the menus. That callback will be in the next version of RT (3.4.5?) Then you have to create the callback component. I can go into more detail if you want. > > > >I plan on extending it so that you can bulk change rights on that > >page. 2 minutes ago I opened 10 tabs in firefox to give the same > >group permissions on 10 different CFs. In the future it could all > >be done with one page. > > That would be great!!! Working on it right now... > > RT3.4.4 Running on MacOS X 10.4.2 Server > > > Thanks > > Mike > mike at mactech-solutions.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 barnesaw at ucrwcu.rwc.uc.edu Tue Oct 11 14:19:50 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 11 Oct 2005 14:19:50 -0400 Subject: [rt-users] Need 3.0.10 tarball In-Reply-To: <1129053451.30705.28.camel@dthacker.omnihotels.com> References: <1129053451.30705.28.camel@dthacker.omnihotels.com> Message-ID: <434C0246.6040808@ucrwcu.rwc.uc.edu> http://download.bestpractical.com/pub/rt/release/rt-3.0.10.tar.gz Dave Thacker wrote: > > I need to start some pre-migration testing from 3.0.10 to the current > version. The oldest 3.x.x series I've been able to find for download is > 3.0.12. Does anyone have a 3.0.10 tarball they could share? > > Thanks. DT > -- > Dave Thacker, Senior Systems Administrator > Omni Hotels Reservation Center > V: 402.952.6535 F: 402-334-8013 M: 402-981-4613 (24/7) > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 AHKAPLAN at PARTNERS.ORG Tue Oct 11 16:53:16 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Tue, 11 Oct 2005 16:53:16 -0400 Subject: [rt-users] Printing Message-ID: <9C63A4713C4E3342B90428CE44806A73EC381D@PHSXMB5.partners.org> Is there a utility built into the program, or has anyone created an add-on of similar nature, that can print out tickets or a brief summary of the tickets? Thanks. From todd at chaka.net Tue Oct 11 16:32:57 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 11 Oct 2005 16:32:57 -0400 Subject: [rt-users] Printing In-Reply-To: <9C63A4713C4E3342B90428CE44806A73EC381D@PHSXMB5.partners.org> References: <9C63A4713C4E3342B90428CE44806A73EC381D@PHSXMB5.partners.org> Message-ID: <20051011203257.GX14862@chaka.net> On Tue, Oct 11, 2005 at 04:53:16PM -0400, Kaplan, Andrew H. wrote: > Is there a utility built into the program, or has anyone created an add-on of > similar nature, that can print out tickets or a brief summary of the tickets? > Thanks. What to do you mean "brief summary"? From jra at baylink.com Tue Oct 11 18:34:55 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 11 Oct 2005 18:34:55 -0400 Subject: [rt-users] Printing In-Reply-To: <20051011203257.GX14862@chaka.net>; from Todd Chapman on Tue, Oct 11, 2005 at 04:32:57PM -0400 References: <9C63A4713C4E3342B90428CE44806A73EC381D@PHSXMB5.partners.org> <20051011203257.GX14862@chaka.net> Message-ID: <20051011183455.D22761@cgi.jachomes.com> On Tue, Oct 11, 2005 at 04:32:57PM -0400, Todd Chapman wrote: > On Tue, Oct 11, 2005 at 04:53:16PM -0400, Kaplan, Andrew H. wrote: > > Is there a utility built into the program, or has anyone created > > an add-on of similar nature, that can print out tickets or a brief > > summary of the tickets? Thanks. > > What to do you mean "brief summary"? I'd betcha lunch he wants a report writer. :-) Cheers, -- jr 'so do I: is there a web based one for PG?' a -- 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 dave_knight at isc.org Tue Oct 11 18:43:54 2005 From: dave_knight at isc.org (Dave Knight) Date: Tue, 11 Oct 2005 15:43:54 -0700 Subject: [rt-users] Can I set a custom field with the cli ? Message-ID: <434C402A.3040008@isc.org> I have an RT install used to track bugs in various products, there is a queue per product: productX, productY, productZ, etc. I want to get rid of these queues and instead create a custom field 'product_id' to apply to each ticket. As there are quite a few active tickets I want some automation to handle moving the tickets to a generic queue and applying the custom field. Using the cli ... I can list tickets based on a custom field: $ rt ls -t tickets -i "'CF.{product_id}'='productX'" ticket/1 But I can't edit a ticket to update a custom field: $ rt ls -t tickets -i "Queue='productX'" | rt edit - set "'CF.{product_id}'='productX'" # Syntax error. >> 'cf.{product_id}': 'productX' id: ticket/1 I would like to be able to do something like this: #!/bin/bash for ticket in `rt ls -t tickets -i "Queue='productX'"; do rt edit $ticket set 'CF.{product_id}'=productX rt edit $ticket set Queue=General done Is it even possible to fiddle custom fields with the cli? Is there a better way to do this than that I am attempting? dave rt-3.4.2, apache-2.0.54 + FastCGI, postgresql-7.4.8, perl-5.8.6, FreeBSD 5.4-REL-p6 From scollins at liquidweb.com Tue Oct 11 23:52:50 2005 From: scollins at liquidweb.com (scollins) Date: Tue, 11 Oct 2005 23:52:50 -0400 Subject: [rt-users] auto merging tickets In-Reply-To: <589c94400510101418g7bc6b22jf058819cfcf8e23@mail.gmail.com> References: <0E9B82BD39F14D4FB8BADB8CED81744F2151@tio-mail.tiosky.com> <20051006203612.GA12465@email.liquidweb.com> <589c94400510101418g7bc6b22jf058819cfcf8e23@mail.gmail.com> Message-ID: <1129089170.13849.11.camel@snowcrash> Ok, so I've finally got a script setup that will auto-merge tickets based on matching Subject lines for a certain queue and it's been working great. The code that grabs the subject is thus: my $subject = $Transaction->Attachments->First->GetHeader('Subject'); Does anyone know what I would need to grab the Requestor data? I tried: my $requestor = $Transaction->Attachments->First->GetHeader('Requestor.EmailAddress'); assuming "Requestor.EmailAddress" was correct and that it would be in the header info. But that's certainly not working. -steven From yiqiang at happix.net Tue Oct 11 15:32:00 2005 From: yiqiang at happix.net (yiqiang) Date: Wed, 12 Oct 2005 03:32:00 +0800 Subject: [rt-users] trying to install rt3.4.4 References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <1129054261.31341.354.camel@les-home.futuresource.com> Message-ID: <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> Hi, Thanks for the reply. I have checked and the following modules u mentioned are up to date on my CPAN. I am not sure what modules are missing because when i do a 'make testdeps' everything shows "found" cept for the last line which shows "SOMETHING WAS MISSING!" a 'make fixdeps' still show the following. Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/Misc.t 14 7 50.00% 4-5 7-11 Failed 1/10 test scripts, 90.00% okay. 7/232 subtests failed, 96.98% okay. make[1]: *** [test_dynamic] Error 255 make[1]: Leaving directory `/root/.cpan/build/MIME-tools-5.418' /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force Mail::Mailer 1.57...found Net::SMTP ...found Text::Wrapper ...found Time::ParseDate ...found Time::HiRes ...found File::Temp ...found Term::ReadKey ...found Text::Autoformat ...found Text::Quoted 1.3...found Tree::Simple 1.04...found Scalar::Util ...found Module::Versions::Report ...found Cache::Simple::TimedExpiry ...found XML::Simple ...found SOMETHING WAS MISSING! # Looks like your test died before it could output anything. make: *** [fixdeps] Error 255 any advice? With Regards, Low Ee Chiang MantaNetworks Pte Ltd ----- Original Message ----- From: "Les Mikesell" To: "yiqiang" Cc: Sent: Wednesday, October 12, 2005 2:11 AM Subject: Re: [rt-users] trying to install rt3.4.4 On Mon, 2005-10-10 at 20:52, yiqiang wrote: > I have tried to install RequestTracker on my box running FC2. > I am currently facing this problem when i do a 'make fixdeps' Some of the CPAN modules have changed recently. The last time I installed, I had to install a few modules manually (with perl -MCPAN -eshell). I had to 'install Pod::Tests' first, then 'force install WWW::Mechanize' and 'force install Test::More'. After that, the 'make fixdeps' installed everything else. It is possible that additional changes have happened, though. -- Les Mikesell les at futuresource.com From J.Landman at ru.ac.za Wed Oct 12 04:19:18 2005 From: J.Landman at ru.ac.za (John Landman) Date: Wed, 12 Oct 2005 10:19:18 +0200 Subject: [rt-users] Printing References: <20051012043502.BAC3F4D8204@diesel.bestpractical.com> Message-ID: <008201c5cf05$a44ddec0$9550e792@jlandman1> Nah, not the report writer - (so you owe me lunch) its that spreadsheet phobia 3.4.2 (which we're still on here) lets you dump a query result into a spreadsheet - print the report from there and the old statistical thing can surface as well - then it can be as brief as you like .... But, I admit it was a question that was in my mind. " ) ------------------------------ Message: 5 Date: Tue, 11 Oct 2005 16:53:16 -0400 From: "Kaplan, Andrew H." Subject: [rt-users] Printing To: Message-ID: <9C63A4713C4E3342B90428CE44806A73EC381D at PHSXMB5.partners.org> Content-Type: text/plain; charset="us-ascii" Is there a utility built into the program, or has anyone created an add-on of similar nature, that can print out tickets or a brief summary of the tickets? Thanks. Yours -> John Landman don't be irreplaceable - if you can't be replaced, you can't be promoted. - Dilbert ______________________________________________________________ -- Department of Geography , Rhodes University, P O Box 94, Grahamstown, 6140 South Africa ________________________________________ /|||||||||||||\ humans are a resource not a cost - a peter drucker principle |||||||||||||||||||| Internet: J.Landman at ru.ac.za |||||||||||||@|| Telephone: +27 46 603 8325 Fax: +27 46 636 1199 \||||||||||||||/ __________________________________________ everyone one day will get one break sometime once The views expressed above are not necessarily those of Rhodes University and if any other opinions are expressed I don't know whose they are From sven.sternberger at desy.de Wed Oct 12 07:23:42 2005 From: sven.sternberger at desy.de (Sven Sternberger) Date: Wed, 12 Oct 2005 13:23:42 +0200 Subject: [rt-users] tidy up the user-table! In-Reply-To: <589c94400510100919i6e19cbdcu668b13716acc5460@mail.gmail.com> References: <1128957654.27683.30.camel@pcx4546.desy.de> <589c94400510100919i6e19cbdcu668b13716acc5460@mail.gmail.com> Message-ID: <1129116222.10845.8.camel@pcx4546.desy.de> Hi! On Mon, 2005-10-10 at 20:19 +0400, Ruslan Zakirov wrote: > On 10/10/05, Sven Sternberger wrote: > > we have a problem with the user table. Most of the users > > have several entries in the db in the form > > > > loginname1 at host1.domain > > loginname1 at host2.domain > > realname1 at domain > > > > only the third one is the correct one. Now i utilize a canoncial map > > from postfix for the job but my question is how can > > I clean up the db. > > I can get all the Principals for the different user-entries, but where > > should I update the references? > > > > Tickets.Creator? > > Tickets.Owner? > > ACL? > > Groups? > > GroupMember? Can anybody confirm this? > > And is there any way to delete users? I have several thousand spam > > users in the table. A perl snippet to delete identified spam user and > > the related information would be great. > I write RTx-Shredder for this(distribution is on the CPAN). I've got > some reports about problems when delete users. I'll fix them in 0.03 > and this release would be suitable for your needs. > > If you have RT play ground you can try 0.02_02 dev release and see if > it meets your requirments. the problem is that I still use 3.0 and in the docu you wrote that the version is only for 3.4. Indeed we want to update soon, but my idea was to first clean the database a little bit, which seems to be not as easy as I thought. So in the end I'm missing an rt_db_repair_tool to get all the tables right :-( regards From S.G.Tranter at lboro.ac.uk Wed Oct 12 07:49:47 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Wed, 12 Oct 2005 12:49:47 +0100 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <434B991C.3020605@lboro.ac.uk> References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> <20051006164742.GW22720@bestpractical.com> <434651B4.6030709@lboro.ac.uk> <20051007164312.GQ5078@bestpractical.com> <434B991C.3020605@lboro.ac.uk> Message-ID: <434CF85B.6010507@lboro.ac.uk> Stewart Tranter wrote: > > > I created eo.po (Esperanto) in /opt/rt3/lib/RT/I18N. > > I then looked in the Makefile and saw: > > regenerate-catalogs: > $(PERL) sbin/extract-message-catalog > > which is correct. Still gives the error "Stop" error though as above. I > tried perl sbin/extract-message-catalog as no args seemed to be passed > to the extract-message-catalog, but this seemed to leave everything > untouched, eo.po was still 0 bytes. > > What am I doing wrong? Is my country code to obscure? > I created an eo.po in /usr/src/build/rt-3.5.5 and re-ran make regenerate-message-catalogs. And hurrah, eo.po was populated. Can I simply edit this file and place it in /opt/rt3/lib/RT/I18N or is that to simple? 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 les at futuresource.com Wed Oct 12 08:26:42 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 12 Oct 2005 07:26:42 -0500 Subject: [rt-users] trying to install rt3.4.4 In-Reply-To: <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <1129054261.31341.354.camel@les-home.futuresource.com> <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> Message-ID: <1129120001.2387.0.camel@les-home.futuresource.com> On Tue, 2005-10-11 at 14:32, yiqiang wrote: > Thanks for the reply. > > I have checked and the following modules u mentioned are up to date on my > CPAN. > I am not sure what modules are missing because when i do a 'make testdeps' > everything shows "found" > cept for the last line which shows "SOMETHING WAS MISSING!" Try installing Pod::Tests, then run it again. -- Les Mikesell les at futuresource.com From sames at officescape.com Wed Oct 12 10:04:03 2005 From: sames at officescape.com (Steven E. Ames) Date: Wed, 12 Oct 2005 09:04:03 -0500 Subject: [rt-users] FreeBSD and p5-HTML-Mason Message-ID: The version of Mason in the FreeBSD ports tree was updated yesterday from 1.28 to 1.31.0.1... good news for anyone wanting to run RT3.4.4 and mod_perl2. I think that was the last missing piece for everything to work easily. -steve From yiqiang at happix.net Wed Oct 12 12:54:17 2005 From: yiqiang at happix.net (yiqiang) Date: Thu, 13 Oct 2005 00:54:17 +0800 Subject: [rt-users] trying to install rt3.4.4 References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <1129054261.31341.354.camel@les-home.futuresource.com> <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> <1129120001.2387.0.camel@les-home.futuresource.com> Message-ID: <003701c5cf4d$95740fd0$0a00000a@MANTA> Thanks. I found the actual problem. It was the MIME::Entity and i did a force install using CPAN. I got past the make testdeps. "make install" works as well but "make initialize-database" gives the following error [root at fc rt-3.4.4]# 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: DBI connect(';host=localhost','root',...) failed: Access denied for user: 'root at localhost' (Using password: NO) at //opt/rt3/sbin/rt-setup-database line 101 Failed to connect to dbi:mysql:;host=localhost as root: Access denied for user: 'root at localhost' (Using password: NO) at //opt/rt3/sbin/rt-setup-database line 101, line 1. make: *** [initialize-database] Error 255 I am sure mysql is installed and running. but when i do the following, error occurs as well. [root at fc rt-3.4.4]# mysql ERROR 1045: Access denied for user: 'root at localhost' (Using password: NO) Any advice? With Regards, Low Ee Chiang ----- Original Message ----- From: "Les Mikesell" To: "yiqiang" Cc: Sent: Wednesday, October 12, 2005 8:26 PM Subject: Re: [rt-users] trying to install rt3.4.4 On Tue, 2005-10-11 at 14:32, yiqiang wrote: > Thanks for the reply. > > I have checked and the following modules u mentioned are up to date on my > CPAN. > I am not sure what modules are missing because when i do a 'make testdeps' > everything shows "found" > cept for the last line which shows "SOMETHING WAS MISSING!" Try installing Pod::Tests, then run it again. -- Les Mikesell les at futuresource.com From joby at u.washington.edu Wed Oct 12 12:27:02 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 12 Oct 2005 09:27:02 -0700 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <20051011170725.GS14862@chaka.net> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> <20051011170725.GS14862@chaka.net> Message-ID: <434D3956.4040404@u.washington.edu> Thanks Todd, this is a great addition for administrators. Can't wait to see the version that allows for bulk editing of permissions. Joby Walker ITI SSG, University of Washington Todd Chapman wrote: > FYI > > With regard to your change; the reason for using @queues instead > of while($cfs->Next) is that we custom sort the queues in a way > that makes more sense for us. > > -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 les at futuresource.com Wed Oct 12 13:14:49 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 12 Oct 2005 12:14:49 -0500 Subject: [rt-users] trying to install rt3.4.4 In-Reply-To: <003701c5cf4d$95740fd0$0a00000a@MANTA> References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <1129054261.31341.354.camel@les-home.futuresource.com> <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> <1129120001.2387.0.camel@les-home.futuresource.com> <003701c5cf4d$95740fd0$0a00000a@MANTA> Message-ID: <1129137289.30220.109.camel@moola.futuresource.com> On Wed, 2005-10-12 at 11:54, yiqiang wrote: > I am sure mysql is installed and running. > but when i do the following, error occurs as well. > > [root at fc rt-3.4.4]# mysql > ERROR 1045: Access denied for user: 'root at localhost' (Using password: NO) > > Any advice? The default install of mysql on fedora does not require a password for root on the local machine. Someone must have set one or this is not a default install. However, now that you mention it, FC2 does not include mysql 4.x, so you must have replaced it. I suppose it's late in the game for this, but you might consider a change to the Centos4 distribution which (a) includes mysql4.x in the base distribution, (b) is close to FC3, slightly ahead of what you have, and (c) has a much longer expected life for updates. -- Les Mikesell les at futuresource.com From Ahalya_Nathan at mudnebr.com Wed Oct 12 13:36:31 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Wed, 12 Oct 2005 12:36:31 -0500 Subject: [rt-users] Error in Admin/Global/UserRights.html? Message-ID: My Principals table didn't have an entry for a user, since I was deleting some users from the Principals table. I had done it when I was still getting used to RT. Learnt that you shouldn't be deleting unless the relationships are known. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, September 21, 2005 12:59 PM To: Nathan, Ahalya Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Error in Admin/Global/UserRights.html? On Wed, Sep 21, 2005 at 08:33:23AM -0500, Nathan, Ahalya wrote: > Hi all, > > I have RT3.4.4pre2 on my machine and I get this error when I try to > access the UserRights for the 'root' user. Can someone tell me why I am > getting this error? > Can you replicate this on a vanilla RT 3.4.4 (release version) install _without_ local changes? (I note that the error below comes from your local changes) Jesse > > error: > > Can't call method "Name" on an undefined value at > /usr/local/rt/local/html/Admin/Global/UserRights.html line 64, > line 163. > > context: > > ... > > > > 60: > > % my $group = RT::Group->new($session{'CurrentUser'}); > > 61: > > % $group->LoadACLEquivalenceGroup($Member->MemberObj); > > 62: > > > > 63: > > > > 64: > > <% $UserObj->Name %> > > 65: > > > > 66: > > > > 67: > > <& /Admin/Elements/SelectRights, PrincipalId => $group->PrincipalId, > > 68: > > Object => $RT::System &> > > ... > > > > code stack: > > /usr/local/rt/local/html/Admin/Global/UserRights.html:64 > /usr/local/rt/share/html/Admin/autohandler:47 > /usr/local/rt/local/html/autohandler:125 > > raw error > > > > > > 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 > > 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 Wed Oct 12 13:31:56 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 12 Oct 2005 13:31:56 -0400 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <434D3956.4040404@u.washington.edu> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> <20051011170725.GS14862@chaka.net> <434D3956.4040404@u.washington.edu> Message-ID: <20051012173156.GZ14862@chaka.net> On Wed, Oct 12, 2005 at 09:27:02AM -0700, Joby Walker wrote: > Thanks Todd, this is a great addition for administrators. Can't wait to > see the version that allows for bulk editing of permissions. > Thanks! It turns out bulk editing is a bitch, but I'm trying to make sense of it. For example: Todd: Does the user have right X for object Y? RT: Yes! Todd: Revoke right X on object Y for user. RT: Sorry, user doesn't have that right. Todd: WTF?! RT: User is a member of a group, that is a member of a group, that has that right. Todd: My head hurts. RT: It should. From jesse at bestpractical.com Wed Oct 12 13:57:32 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Oct 2005 13:57:32 -0400 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <20051012173156.GZ14862@chaka.net> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> <20051011170725.GS14862@chaka.net> <434D3956.4040404@u.washington.edu> <20051012173156.GZ14862@chaka.net> Message-ID: <20051012175732.GK13231@bestpractical.com> On Wed, Oct 12, 2005 at 01:31:56PM -0400, Todd Chapman wrote: > On Wed, Oct 12, 2005 at 09:27:02AM -0700, Joby Walker wrote: > > Thanks Todd, this is a great addition for administrators. Can't wait to > > see the version that allows for bulk editing of permissions. > > > Thanks! It turns out bulk editing is a bitch, but I'm trying to > make sense of it. > > For example: > > Todd: Does the user have right X for object Y? > RT: Yes! Perhaps it's worth building a collection of ACL entries.. > Todd: Revoke right X on object Y for user. > RT: Sorry, user doesn't have that right. > > Todd: WTF?! > RT: User is a member of a group, that is a member of a group, that has that right. > > Todd: My head hurts. > RT: It should. > _______________________________________________ > 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 Wed Oct 12 13:50:26 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 12 Oct 2005 13:50:26 -0400 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <20051012175732.GK13231@bestpractical.com> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> <20051011170725.GS14862@chaka.net> <434D3956.4040404@u.washington.edu> <20051012173156.GZ14862@chaka.net> <20051012175732.GK13231@bestpractical.com> Message-ID: <20051012175026.GA14862@chaka.net> On Wed, Oct 12, 2005 at 01:57:32PM -0400, Jesse Vincent wrote: > > > > On Wed, Oct 12, 2005 at 01:31:56PM -0400, Todd Chapman wrote: > > On Wed, Oct 12, 2005 at 09:27:02AM -0700, Joby Walker wrote: > > > Thanks Todd, this is a great addition for administrators. Can't wait to > > > see the version that allows for bulk editing of permissions. > > > > > Thanks! It turns out bulk editing is a bitch, but I'm trying to > > make sense of it. > > > > For example: > > > > Todd: Does the user have right X for object Y? > > RT: Yes! > > Perhaps it's worth building a collection of ACL entries.. As I lay in bed last night with RT internals swirling in my head, it occured to me that I might be able to do that instead of changing HasRight. But the jury is still out. :) > > > Todd: Revoke right X on object Y for user. > > RT: Sorry, user doesn't have that right. > > > > Todd: WTF?! > > RT: User is a member of a group, that is a member of a group, that has that right. > > > > Todd: My head hurts. > > RT: It should. > > _______________________________________________ > > 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 Wed Oct 12 15:14:22 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 12 Oct 2005 12:14:22 -0700 Subject: [rt-users] RT obscuring /server-status and /server-info Message-ID: <434D608E.9020408@u.washington.edu> We use the Apache provided /server-status and /server-info for diagnostics, but our RT instance seems to be squashing them. We have rt installed to the root path so when /server-status and /server-info are called the mason handler tries to find them and fails. Has anyone else come across this and resolved it? We're using the latest Apache 1.3 + fastcgi Our RT virtual host config: DocumentRoot /data/rt/share/html AddDefaultCharset UTF-8 Alias /NoAuth/images/css/ /data/rt/local/html/NoAuth/images/css/ Alias /NoAuth/images/ /data/rt/share/html/NoAuth/images/ AddHandler fastcgi-script fcgi ScriptAlias / /data/rt/bin/mason_handler.fcgi/ AllowOverride all order deny,allow allow from all Options +ExecCGI +FollowSymLinks AllowOverride all order deny,allow allow from all Options +ExecCGI +FollowSymLinks AllowOverride None order deny,allow allow from all -- Joby Walker ITI SSG, University of Washington From jesse at bestpractical.com Wed Oct 12 15:16:49 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 12 Oct 2005 15:16:49 -0400 Subject: [rt-users] RT obscuring /server-status and /server-info In-Reply-To: <434D608E.9020408@u.washington.edu> References: <434D608E.9020408@u.washington.edu> Message-ID: <20051012191649.GL13231@bestpractical.com> On Wed, Oct 12, 2005 at 12:14:22PM -0700, Joby Walker wrote: > We use the Apache provided /server-status and /server-info for > diagnostics, but our RT instance seems to be squashing them. We have rt > installed to the root path so when /server-status and /server-info are > called the mason handler tries to find them and fails. > > Has anyone else come across this and resolved it? IIRC apache is order sensitive. You may need to do the apache config for those _after_ the config for RT. Or was it vice-versa. I can never remember. > We're using the latest Apache 1.3 + fastcgi > > Our RT virtual host config: > > DocumentRoot /data/rt/share/html > AddDefaultCharset UTF-8 > Alias /NoAuth/images/css/ /data/rt/local/html/NoAuth/images/css/ > Alias /NoAuth/images/ /data/rt/share/html/NoAuth/images/ > AddHandler fastcgi-script fcgi > ScriptAlias / /data/rt/bin/mason_handler.fcgi/ > > AllowOverride all > order deny,allow > allow from all > Options +ExecCGI +FollowSymLinks > > > AllowOverride all > order deny,allow > allow from all > Options +ExecCGI +FollowSymLinks > > > AllowOverride None > order deny,allow > allow from all > > -- > > Joby Walker > ITI SSG, University of Washington > _______________________________________________ > 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 CKugelman at ittesi.com Wed Oct 12 15:14:42 2005 From: CKugelman at ittesi.com (Charles Kugelman at HQ) Date: Wed, 12 Oct 2005 14:14:42 -0500 Subject: [rt-users] Reverse "New Ticket in" button and queue selection box Message-ID: <9A460198EE9EF443B40183EF14B24BB301CCC057@999datdsr009.ittesi.com> Hey all, I've been looking for a way to reverse the two options at the top of the page for privileged users. The part in question is the "New Ticket in" button and the queue selection box. What I would like is to use the left to right order, click box (on left) first - select queue, click "New Ticket in" (on right) second. This bit of code from the "Elements/CreateTicket" is where the change needs to be made. However, for the life of me I (in all of my inexperienced glory) can't figure out how to rewrite this so that the two items will be reversed:
<&|/l, $m->scomp('/Elements/SelectNewTicketQueue')&> [_1]
So, thanks in advance for any help you all might be able to offer. RT 3.2.3 Charles Kugelman Network Administrator ITT Educational Services, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Wed Oct 12 17:01:28 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 12 Oct 2005 14:01:28 -0700 Subject: [rt-users] Reverse "New Ticket in" button and queue selection box In-Reply-To: <9A460198EE9EF443B40183EF14B24BB301CCC057@999datdsr009.ittesi.com> References: <9A460198EE9EF443B40183EF14B24BB301CCC057@999datdsr009.ittesi.com> Message-ID: <434D79A8.6020903@u.washington.edu> [_1] is the select box so just reverse the [_1] with the . Joby Walker ITI SSG, University of Washington Charles Kugelman at HQ wrote: > Hey all, > > > > I?ve been looking for a way to reverse the two options at the top of the > page for privileged users. The part in question is the ?New Ticket in? > button and the queue selection box. > > > > What I would like is to use the left to right order, click box (on left) > first - select queue, click ?New Ticket in? (on right) second. > > > > This bit of code from the ?Elements/CreateTicket? is where the change > needs to be made. However, for the life of me I (in all of my > inexperienced glory) can?t figure out how to rewrite this so that the > two items will be reversed: > > > >
> > <&|/l, $m->scomp('/Elements/SelectNewTicketQueue')&> value="Create Ticket"> [_1] > >
> > > > So, thanks in advance for any help you all might be able to offer. > > > > RT 3.2.3 > > > > 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 > > 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 Wed Oct 12 16:22:09 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 12 Oct 2005 15:22:09 -0500 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <20051012173156.GZ14862@chaka.net> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> <20051011170725.GS14862@chaka.net> <434D3956.4040404@u.washington.edu> <20051012173156.GZ14862@chaka.net> Message-ID: <1129148529.30220.208.camel@moola.futuresource.com> On Wed, 2005-10-12 at 12:31, Todd Chapman wrote: > Todd: Revoke right X on object Y for user. > RT: Sorry, user doesn't have that right. > > Todd: WTF?! > RT: User is a member of a group, that is a member of a group, that has that right. > > Todd: My head hurts. > RT: It should. Your head will hurt a lot less if you never give individual users rights except perhaps for a super user or two. Then all user management becomes adding/removing them to appropriate groups and all changes to the group rights affect all appropriate users. -- Les Mikesell les at futuresource.com From gtalbot at centerone.com Wed Oct 12 03:35:47 2005 From: gtalbot at centerone.com (Greg Talbot) Date: Wed, 12 Oct 2005 01:35:47 -0600 (MDT) Subject: [rt-users] Cant view tickets I own Message-ID: <35459.165.236.149.10.1129102547.squirrel@webmail.adapsnet.com> When I try to view a ticket I own I get a dump display like, %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC %# %# %# (Except where explicitly superseded by other copyright notices) %# %# %# LICENSE: %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# You should have received a copy of the GNU General Public License %# along with this program; if not, write to the Free Software %# Foundation, Inc., 675 Mass Ave, Cambridge, MA 02139, USA. %# %# %# CONTRIBUTION SUBMISSION POLICY: %# %# (The following paragraph is not intended to limit the rights granted %# to you to modify and distribute this software under the terms of %# the GNU General Public License and is only of importance to you if %# you choose to contribute your changes and enhancements to the %# community by submitting them to Best Practical Solutions, LLC.) %# %# By intentionally submitting any modifications, corrections or %# derivatives to this work, or any other work intended for use with %# Request Tracker, to Best Practical Solutions, LLC, you confirm that %# you are the copyright holder for those contributions and you grant %# Best Practical Solutions, LLC a nonexclusive, worldwide, irrevocable, %# royalty-free, perpetual, license to use, copy, create derivative %# works based on those contributions, and sublicense and distribute %# those contributions and any derivatives thereof. %# %# END BPS TAGGED BLOCK }}} <& /Elements/Header, Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject) &> <& /Ticket/Elements/Tabs, Ticket => $TicketObj, current_tab => 'Ticket/Display.html?id='.$TicketObj->id, Title => loc("#[_1]: [_2]", $TicketObj->Id, $TicketObj->Subject) &> <& /Elements/ListActions, actions => \@Actions &> <&| /Widgets/TitleBox, title => loc('Ticket metadata') &> <& /Ticket/Elements/ShowSummary, Ticket => $TicketObj, Attachments => $attachments &> <& /Elements/Callback, _CallbackName => 'BeforeShowHistory', Ticket => $TicketObj, %ARGS &> <& /Ticket/Elements/ShowHistory , Ticket => $TicketObj, Tickets => $Tickets, Collapsed => $ARGS{'Collapsed'}, ShowHeaders => $ARGS{'ShowHeaders'}, Attachments => $attachments, AttachmentContent => $attachment_content &> <%ARGS> $id => undef $Create => undef $ShowHeaders => 0 $Collapsed => undef $TicketObj => undef <%INIT> $m->comp('/Elements/Callback', _CallbackName => 'Initial', TicketObj => $TicketObj, ARGSRef => \%ARGS); my ($linkid, $message, $tid, @Actions, $Tickets); unless ($id || $TicketObj) { Abort('No ticket specified'); } if ($ARGS{'id'} eq 'new') { # {{{ Create a new ticket my $Queue = new RT::Queue($session{'CurrentUser'}); unless ($Queue->Load($ARGS{'Queue'})) { Abort('Queue not found'); } unless ($Queue->CurrentUserHasRight('CreateTicket')) { Abort('You have no permission to create tickets in that queue.'); } ($TicketObj, @Actions) = CreateTicket(Attachments => $session{'Attachments'}, %ARGS); delete $session{'Attachments'}; unless ($TicketObj->CurrentUserHasRight('ShowTicket')) { Abort("No permission to view newly created ticket #".$TicketObj->id."."); } # }}} } else { if (!$TicketObj) { $TicketObj = RT::Ticket->new($session{'CurrentUser'}); $TicketObj = LoadTicket($ARGS{'id'}); unless ($TicketObj->CurrentUserHasRight('ShowTicket')) { Abort("No permission to view ticket"); } } if (defined $ARGS{'Action'}) { if ($ARGS{'Action'} =~ /^(Steal|Kill|Take|SetTold)$/) { my $action = $1; my ($res, $msg)=$TicketObj->$action(); push(@Actions, $msg); } } $ARGS{'UpdateContent'} =~ s/\r\n/\n/g if defined $ARGS{'UpdateContent'}; if ( $ARGS{'UpdateTimeWorked'} || $session{'Attachments'} || ( defined $ARGS{'UpdateContent'} && $ARGS{'UpdateContent'} ne '' && $ARGS{'UpdateContent'} ne "-- \n" . $session{'CurrentUser'}->UserObj->Signature )) { $ARGS{UpdateAttachments} = $session{'Attachments'}; However I can view all other tickets fine. From mkoroschetz at tekvoice.com Tue Oct 11 23:09:15 2005 From: mkoroschetz at tekvoice.com (Manfred Koroschetz (mkoroschetz@tekvoice.com)) Date: Tue, 11 Oct 2005 23:09:15 -0400 Subject: [rt-users] "Right could not be revoked" from everyone .. References: UID3007-1104355416 Message-ID: <434C461B.B1B3.000E.0@tekvoice.com> We are running RT 3.4.3. So far the only real problem is related to rights, in the sense that everybody is seeing everything. Reviewing the assignments to the "everyone" Group I found that it is assigned the "DelegateRights" and "SuperUser Right". When I try to remove these rights I get the message: "Right could not be revoked". I'd appreciate any advice on how to fix this issue. Thanks in advance for your help, Manfred Koroschetz -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Oct 12 19:33:41 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 12 Oct 2005 19:33:41 -0400 Subject: [rt-users] [CONTRIB] WhoHasRightsToWhat In-Reply-To: <1129148529.30220.208.camel@moola.futuresource.com> References: <20051011143014.GO21451@chaka.net> <40a14bc10510110910r62a98199q@mail.gmail.com> <20051011170725.GS14862@chaka.net> <434D3956.4040404@u.washington.edu> <20051012173156.GZ14862@chaka.net> <1129148529.30220.208.camel@moola.futuresource.com> Message-ID: <20051012233341.GB14862@chaka.net> On Wed, Oct 12, 2005 at 03:22:09PM -0500, Les Mikesell wrote: > On Wed, 2005-10-12 at 12:31, Todd Chapman wrote: > > > Todd: Revoke right X on object Y for user. > > RT: Sorry, user doesn't have that right. > > > > Todd: WTF?! > > RT: User is a member of a group, that is a member of a group, that has that right. > > > > Todd: My head hurts. > > RT: It should. > > Your head will hurt a lot less if you never give individual users > rights except perhaps for a super user or two. Then all user management > becomes adding/removing them to appropriate groups and all changes to > the group rights affect all appropriate users. I know. I was actually thinking of making it a feature of the tool that you can't assign rights to individual users. -Todd From tyler.shen at vicscouts.asn.au Wed Oct 12 20:06:46 2005 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Thu, 13 Oct 2005 10:06:46 +1000 Subject: [rt-users] How to assign a ticket to a person via email Message-ID: <1129162006.14859.290.camel@network-2.intranet.vicscouts.asn.au> Hi all, Is there any way to assign a ticket to someone via email? Thanks! -- Best Regards, Shen, Tyler From joby at u.washington.edu Wed Oct 12 20:11:43 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 12 Oct 2005 17:11:43 -0700 Subject: [rt-users] RT obscuring /server-status and /server-info In-Reply-To: <20051012191649.GL13231@bestpractical.com> References: <434D608E.9020408@u.washington.edu> <20051012191649.GL13231@bestpractical.com> Message-ID: <434DA63F.7060607@u.washington.edu> Good suggestion but didn't work. Joby Walker ITI SSG, University of Washington Jesse Vincent wrote: > > > On Wed, Oct 12, 2005 at 12:14:22PM -0700, Joby Walker wrote: > >>We use the Apache provided /server-status and /server-info for >>diagnostics, but our RT instance seems to be squashing them. We have rt >>installed to the root path so when /server-status and /server-info are >>called the mason handler tries to find them and fails. >> >>Has anyone else come across this and resolved it? > > > IIRC apache is order sensitive. You may need to do the apache config for > those _after_ the config for RT. Or was it vice-versa. I can never > remember. > > > >>We're using the latest Apache 1.3 + fastcgi >> >>Our RT virtual host config: >> >>DocumentRoot /data/rt/share/html >>AddDefaultCharset UTF-8 >>Alias /NoAuth/images/css/ /data/rt/local/html/NoAuth/images/css/ >>Alias /NoAuth/images/ /data/rt/share/html/NoAuth/images/ >>AddHandler fastcgi-script fcgi >>ScriptAlias / /data/rt/bin/mason_handler.fcgi/ >> >> AllowOverride all >> order deny,allow >> allow from all >> Options +ExecCGI +FollowSymLinks >> >> >> AllowOverride all >> order deny,allow >> allow from all >> Options +ExecCGI +FollowSymLinks >> >> >> AllowOverride None >> order deny,allow >> allow from all >> >>-- >> >>Joby Walker >>ITI SSG, University of Washington >>_______________________________________________ >>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 Wed Oct 12 20:25:20 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 12 Oct 2005 17:25:20 -0700 Subject: [Fwd: [rt-users] Edit CustomFields On Update] Message-ID: <434DA970.8000409@wildbrain.com> I'm going to try this again since I didn't get any bites on the rt-users list, maybe a developer can help me out. I installed the "CallBacks" solution (http://wiki.bestpractical.com/index.cgi?EditCustomFieldsOnUpdate) for editing Custom Fields on Updating.. the good news is that it worked! When I "reply" or "resolve", i see the custom fields. The bad news is that it broke creating a new ticket from the interface.. I get a perl error after I click submit: System error error: Can't call method "Id" on an undefined value at /usr/local/rt3/lib/RT/Interface/Web.pm line 1137. context: ... 1131: 1132: # Build up a list of objects that we want to work with 1133: my %custom_fields_to_mod; 1134: foreach my $arg ( keys %$ARGSRef ) { 1135: if ( $arg =~ /^Object-([\w:]+)-(\d*)-CustomField-(\d+)-/ ) { 1136: # For each of those objects, find out what custom fields we want to work with. 1137: $custom_fields_to_mod{$1}{$2 || $args{'Object'}->Id}{$3} = 1; 1138: } 1139: } ... code stack: /usr/local/rt3/lib/RT/Interface/Web.pm:1135 /usr/local/rt3/lib/RT/Interface/Web.pm:1124 /usr/local/rt3/local/html/Callbacks/CustomFields/Ticket/Display.html/BeforeDisplay:3 /usr/local/rt3/share/html/Elements/Callback:83 /usr/local/rt3/share/html/Ticket/Display.html:152 /usr/local/rt3/share/html/Ticket/Create.html:289 /usr/local/rt3/share/html/autohandler:215 raw error Does anyone know if this Contribuation does not work in 3.4.4? If this some mistake on my end? --Andy From todd at chaka.net Wed Oct 12 22:51:18 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 12 Oct 2005 22:51:18 -0400 Subject: [rt-users] help with new users and new tickets In-Reply-To: <589c94400510102321i6e9f3fb8o31ecc28656392a4@mail.gmail.com> References: <200510102141875.SM01588@BIGBLUE> <20051011023308.GQ14862@chaka.net> <589c94400510102321i6e9f3fb8o31ecc28656392a4@mail.gmail.com> Message-ID: <20051013025118.GC14862@chaka.net> On Tue, Oct 11, 2005 at 10:21:01AM +0400, Ruslan Zakirov wrote: > On 10/11/05, Todd Chapman wrote: > > On Mon, Oct 10, 2005 at 09:45:41PM -0500, Randy Paries wrote: > > > Hello, > > > I have had RT 3.0.10 running for a while > > > I have not customized it very much at all. > > > i have 2 very active que's > > > We only allow email access to the tickets. > > > > > > I'm am running on rh9 with mysql 3.23 > > > > > > My problem is, in my database I have now 20,000 users and 134,000 groups > > > > > > Is there a way when someone logs a new ticket I can assign them to the same > > > group instead of creating new groups? > > > It looks from what I can tell for each user there is three groups created > > > > > > Thanks > > > Randy > > > > > Randy, > > > > RT creates 2 groups for every ticket. The group for the CCs and > To be correct it creates 4 groups per ticket: Owner, Requestor, Cc and AdminCc. And every user has a group created too! > > > and the group for the AdminCCs. I think RT also create a > > group for each user and I forget why. > To manage rights. > > > > > None of this should be a problem, but if you need better > > performance I would try upgrading to a newer RT. > > > > -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 lvanderf at internode.com.au Thu Oct 13 00:58:08 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 13 Oct 2005 14:28:08 +0930 Subject: [rt-users] upgrading from 3.0.11 to 3.4.4 Message-ID: <434DE960.6080106@internode.com.au> Hi. I have been given the task to upgrade RT from 3.0.11 to 3.4.4. I have installed 3.4.4 on a temporary box with apache 1.3.27, mysql 4.0.26 with mod_perl and mod_ssl compiled statically in apache. I will have to upgrade the database schema/tables to accommodate for 3.4.4 I've gone through the mysql schemas for both 3.0.12 and 3.4.4 (assuming that 3.0.12 is the same as 3.0.11; let me know if I'm wrong :-) Any suggestions on what would be the best upgrade scenario? My first scenario was this: -Do a fresh install of 3.4.4, upgrade the database tables to whatever is required. -Alter a 2.7GIG database dump from the old 3.0.11 so that it fits into the new 3.4.4 schema. (this sounds like an impossible thing to do!). So I may have to do incremental upgrades from 3.0.11 Any suggestions or thoughts welcome, Kind regards. Luke. -- Luke From yiqiang at happix.net Thu Oct 13 02:00:18 2005 From: yiqiang at happix.net (yiqiang) Date: Thu, 13 Oct 2005 14:00:18 +0800 Subject: [rt-users] trying to install rt3.4.4 References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <1129054261.31341.354.camel@les-home.futuresource.com> <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> <1129120001.2387.0.camel@les-home.futuresource.com> <003701c5cf4d$95740fd0$0a00000a@MANTA> <1129137289.30220.109.camel@moola.futuresource.com> Message-ID: <00ce01c5cfbb$6361b970$0a00000a@MANTA> I have encountered the following error. Could it be that my mod_perl is not up to date? [root at fc usr]# /usr/local/apache/bin/apachectl restart Syntax error on line 1319 of /usr/local/apache/conf/httpd.conf: Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not included in the server configuration With Regards, Low Ee Chiang ----- Original Message ----- From: "Les Mikesell" To: "yiqiang" Cc: Sent: Thursday, October 13, 2005 1:14 AM Subject: Re: [rt-users] trying to install rt3.4.4 On Wed, 2005-10-12 at 11:54, yiqiang wrote: > I am sure mysql is installed and running. > but when i do the following, error occurs as well. > > [root at fc rt-3.4.4]# mysql > ERROR 1045: Access denied for user: 'root at localhost' (Using password: NO) > > Any advice? The default install of mysql on fedora does not require a password for root on the local machine. Someone must have set one or this is not a default install. However, now that you mention it, FC2 does not include mysql 4.x, so you must have replaced it. I suppose it's late in the game for this, but you might consider a change to the Centos4 distribution which (a) includes mysql4.x in the base distribution, (b) is close to FC3, slightly ahead of what you have, and (c) has a much longer expected life for updates. -- Les Mikesell les at futuresource.com From joby at u.washington.edu Thu Oct 13 02:09:01 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 12 Oct 2005 23:09:01 -0700 Subject: [rt-users] trying to install rt3.4.4 In-Reply-To: <00ce01c5cfbb$6361b970$0a00000a@MANTA> References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <1129054261.31341.354.camel@les-home.futuresource.com> <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> <1129120001.2387.0.camel@les-home.futuresource.com> <003701c5cf4d$95740fd0$0a00000a@MANTA> <1129137289.30220.109.camel@moola.futuresource.com> <00ce01c5cfbb$6361b970$0a00000a@MANTA> Message-ID: <434DF9FD.1040907@u.washington.edu> Sounds more like mod_perl isn't loaded. jbw yiqiang wrote: > I have encountered the following error. > Could it be that my mod_perl is not up to date? > > [root at fc usr]# /usr/local/apache/bin/apachectl restart > Syntax error on line 1319 of /usr/local/apache/conf/httpd.conf: > Invalid command 'PerlModule', perhaps mis-spelled or defined by a module not > included in the server configuration > > With Regards, > > Low Ee Chiang > > ----- Original Message ----- > From: "Les Mikesell" > To: "yiqiang" > Cc: > Sent: Thursday, October 13, 2005 1:14 AM > Subject: Re: [rt-users] trying to install rt3.4.4 > > > On Wed, 2005-10-12 at 11:54, yiqiang wrote: > > >>I am sure mysql is installed and running. >>but when i do the following, error occurs as well. >> >>[root at fc rt-3.4.4]# mysql >>ERROR 1045: Access denied for user: 'root at localhost' (Using password: NO) >> >>Any advice? > > > The default install of mysql on fedora does not require a password > for root on the local machine. Someone must have set one or this > is not a default install. However, now that you mention it, FC2 > does not include mysql 4.x, so you must have replaced it. I suppose > it's late in the game for this, but you might consider a change > to the Centos4 distribution which (a) includes mysql4.x in the > base distribution, (b) is close to FC3, slightly ahead of what you > have, and (c) has a much longer expected life for updates. > From Spielefanpages at gmx.de Thu Oct 13 03:54:26 2005 From: Spielefanpages at gmx.de (Spielefanpages Mag) Date: Thu, 13 Oct 2005 09:54:26 +0200 (MEST) Subject: [rt-users] Dynamic formular Message-ID: <28389.1129190066@www65.gmx.net> I want to use a dynamic formular for a specific queue. I think it is the easiest way to use the existing external formular and to send the content via mail to rt. structure of the formular: At first someone has to chose the name of a building (drop-down). Depending on this choice there are shown the departments that are located in the chosen building in another drop-down menue. Furthermore there are some fields in which the user has to write specific informations (like the phone number) and a field for the individual problem the user has. If these information are send to rt a ticket should be automaticially created. All information of the mail should be used. The selection of the building and the department should be filled in customs fields. Furthermore the specific information (e.g. the phone numer) should be added to custom fields, too. Only the information of the field that contains the individual problem should be displayed as the text of the ticket. Is this the easiest solution? How can I extract the information for the custom fields and the text of the ticket? Thanks Chris -- 10 GB Mailbox, 100 FreeSMS/Monat http://www.gmx.net/de/go/topmail +++ GMX - die erste Adresse f?r Mail, Message, More +++ From mcdent at gmail.com Thu Oct 13 04:09:30 2005 From: mcdent at gmail.com (Mike Dent) Date: Thu, 13 Oct 2005 09:09:30 +0100 Subject: [rt-users] Printing In-Reply-To: <20051011183455.D22761@cgi.jachomes.com> References: <9C63A4713C4E3342B90428CE44806A73EC381D@PHSXMB5.partners.org> <20051011203257.GX14862@chaka.net> <20051011183455.D22761@cgi.jachomes.com> Message-ID: <9e769e4e0510130109p67eebdafh2de0af4604b5a0db@mail.gmail.com> On 10/11/05, Jay R. Ashworth wrote: > On Tue, Oct 11, 2005 at 04:32:57PM -0400, Todd Chapman wrote: > > On Tue, Oct 11, 2005 at 04:53:16PM -0400, Kaplan, Andrew H. wrote: > > > Is there a utility built into the program, or has anyone created > > > an add-on of similar nature, that can print out tickets or a brief > > > summary of the tickets? Thanks. > > > > What to do you mean "brief summary"? > > I'd betcha lunch he wants a report writer. :-) > Nah, he most likely wants a simple print out of a ticket which can be given to field engineers with all the relevant information but without the colours, boxes etc, which seem to mess up the printing & formatting of tickets when I do it. Does anything exist currently? Thanks Mike > Cheers, > -- jr 'so do I: is there a web based one for PG?' a From jfenal at gmail.com Thu Oct 13 04:26:07 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Thu, 13 Oct 2005 10:26:07 +0200 Subject: [rt-users] Re: How do I create a new .po file? In-Reply-To: <434CF85B.6010507@lboro.ac.uk> References: <4342442D.7030905@lboro.ac.uk> <4345079E.6030700@lboro.ac.uk> <20051006164742.GW22720@bestpractical.com> <434651B4.6030709@lboro.ac.uk> <20051007164312.GQ5078@bestpractical.com> <434B991C.3020605@lboro.ac.uk> <434CF85B.6010507@lboro.ac.uk> Message-ID: <40a14bc10510130126x6cacd3b6v@mail.gmail.com> 2005/10/12, Stewart Tranter : ... > I created an eo.po in /usr/src/build/rt-3.5.5 and re-ran make > regenerate-message-catalogs. > > And hurrah, eo.po was populated. Can I simply edit this file and place > it in /opt/rt3/lib/RT/I18N or is that to simple? It is that simple. However, you should give a try to kbabel which is way easier to edit .po files. It also has useful checks about the .po, such punctuation, right number of placeholer in translated string compared to the original one, and so on. Do not forget to "msgfmt eo.po" to check syntax if you edit it by hand. Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From yiqiang at happix.net Thu Oct 13 05:13:57 2005 From: yiqiang at happix.net (yiqiang) Date: Thu, 13 Oct 2005 17:13:57 +0800 Subject: [rt-users] trying to install rt3.4.4 References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <1129054261.31341.354.camel@les-home.futuresource.com> <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> <1129120001.2387.0.camel@les-home.futuresource.com> <003701c5cf4d$95740fd0$0a00000a@MANTA> <1129137289.30220.109.camel@moola.futuresource.com> <00ce01c5cfbb$6361b970$0a00000a@MANTA> <434DF9FD.1040907@u.washington.edu> Message-ID: <00e301c5cfd6$715e65d0$0a00000a@MANTA> Well mod_perl2 is installed and working. Now when i try to start apache, it doesnt start. I checked the error logs and this is what i got. [Thu Oct 13 17:05:08 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.example.com:0, exiting...\n [Thu Oct 13 17:06:49 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.example.com:0, exiting...\n With Regards, Low Ee Chiang ----- Original Message ----- From: "Joby Walker" To: "yiqiang" Cc: Sent: Thursday, October 13, 2005 2:09 PM Subject: Re: [rt-users] trying to install rt3.4.4 Sounds more like mod_perl isn't loaded. jbw yiqiang wrote: > I have encountered the following error. > Could it be that my mod_perl is not up to date? > > [root at fc usr]# /usr/local/apache/bin/apachectl restart > Syntax error on line 1319 of /usr/local/apache/conf/httpd.conf: > Invalid command 'PerlModule', perhaps mis-spelled or defined by a module > not > included in the server configuration > > With Regards, > > Low Ee Chiang > > ----- Original Message ----- > From: "Les Mikesell" > To: "yiqiang" > Cc: > Sent: Thursday, October 13, 2005 1:14 AM > Subject: Re: [rt-users] trying to install rt3.4.4 > > > On Wed, 2005-10-12 at 11:54, yiqiang wrote: > > >>I am sure mysql is installed and running. >>but when i do the following, error occurs as well. >> >>[root at fc rt-3.4.4]# mysql >>ERROR 1045: Access denied for user: 'root at localhost' (Using password: NO) >> >>Any advice? > > > The default install of mysql on fedora does not require a password > for root on the local machine. Someone must have set one or this > is not a default install. However, now that you mention it, FC2 > does not include mysql 4.x, so you must have replaced it. I suppose > it's late in the game for this, but you might consider a change > to the Centos4 distribution which (a) includes mysql4.x in the > base distribution, (b) is close to FC3, slightly ahead of what you > have, and (c) has a much longer expected life for updates. > From ruslan.zakirov at gmail.com Thu Oct 13 07:08:20 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 13 Oct 2005 15:08:20 +0400 Subject: [rt-users] How to assign a ticket to a person via email In-Reply-To: <1129162006.14859.290.camel@network-2.intranet.vicscouts.asn.au> References: <1129162006.14859.290.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <589c94400510130408i527435b0v220eeb25b9e5c042@mail.gmail.com> read this: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail On 10/13/05, Shen, Tyler wrote: > Hi all, > > Is there any way to assign a ticket to someone via email? > Thanks! > > > -- > Best Regards, > Shen, Tyler > > > > > _______________________________________________ > 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 Oct 13 07:19:12 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 13 Oct 2005 15:19:12 +0400 Subject: [rt-users] upgrading from 3.0.11 to 3.4.4 In-Reply-To: <434DE960.6080106@internode.com.au> References: <434DE960.6080106@internode.com.au> Message-ID: <589c94400510130419k73620bc9m5b006e3889456b7b@mail.gmail.com> On 10/13/05, Luke Vanderfluit wrote: > Hi. > > I have been given the task to upgrade RT from 3.0.11 to 3.4.4. > I have installed 3.4.4 on a temporary box with apache 1.3.27, mysql > 4.0.26 with mod_perl and mod_ssl compiled statically in apache. > > I will have to upgrade the database schema/tables to accommodate for 3.4.4 > I've gone through the mysql schemas for both 3.0.12 and 3.4.4 (assuming > that 3.0.12 is the same as 3.0.11; let me know if I'm wrong :-) > > Any suggestions on what would be the best upgrade scenario? > > My first scenario was this: > -Do a fresh install of 3.4.4, upgrade the database tables to whatever is > required. > -Alter a 2.7GIG database dump from the old 3.0.11 so that it fits into > the new 3.4.4 schema. (this sounds like an impossible thing to do!). > > So I may have to do incremental upgrades from 3.0.11 > > Any suggestions or thoughts welcome, 1) read README and UPGRADING files 2) you shouldn't change DB manually, there is directory with scripts that change database schema for you in RT's distribution(again read README) > > 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 > > 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 Oct 13 07:20:57 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 13 Oct 2005 15:20:57 +0400 Subject: [rt-users] Dynamic formular In-Reply-To: <28389.1129190066@www65.gmx.net> References: <28389.1129190066@www65.gmx.net> Message-ID: <589c94400510130420r6d37a931k95f8457c74e82c37@mail.gmail.com> On 10/13/05, Spielefanpages Mag wrote: > I want to use a dynamic formular for a specific queue. I think it is the > easiest way to use the existing external formular and to send the content > via mail to rt. > > structure of the formular: > At first someone has to chose the name of a building (drop-down). Depending > on this choice there are shown the departments that are located in the > chosen building in another drop-down menue. Furthermore there are some > fields in which the user has to write specific informations (like the phone > number) and a field for the individual problem the user has. > > If these information are send to rt a ticket should be automaticially > created. All information of the mail should be used. The selection of the > building and the department should be filled in customs fields. Furthermore > the specific information (e.g. the phone numer) should be added to custom > fields, too. Only the information of the field that contains the individual > problem should be displayed as the text of the ticket. > > Is this the easiest solution? How can I extract the information for the > custom fields and the text of the ticket? http://wiki.bestpractical.com/?Contributions ExtractCustomFieldValues > > Thanks > Chris > > -- > 10 GB Mailbox, 100 FreeSMS/Monat http://www.gmx.net/de/go/topmail > +++ GMX - die erste Adresse f?r Mail, Message, More +++ > _______________________________________________ > 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 Steve_McStravick at BreconRidge.com Thu Oct 13 11:16:53 2005 From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com) Date: Thu, 13 Oct 2005 11:16:53 -0400 Subject: [rt-users] 3.5.5. Cascading Custom Fields Message-ID: I just installed 3.5.5. into my test environment, and I read in Jesse's 3.5.1 release that it would contain Categorized or cascading custom fields. The 3.5.5 looks good, but I can't figure out how to get this feature to work. Is it in 3.5.5, or is it still an outstanding item for a future build? If it's there, can someone help me out of how to set it up? Steve McStravick I.S. BreconRidge Manufacturing Solutions www.breconridge.com From sdowdy at ucar.edu Thu Oct 13 11:40:25 2005 From: sdowdy at ucar.edu (Stephen Dowdy) Date: Thu, 13 Oct 2005 09:40:25 -0600 Subject: [rt-users] Printing In-Reply-To: <9e769e4e0510130109p67eebdafh2de0af4604b5a0db@mail.gmail.com> References: <9C63A4713C4E3342B90428CE44806A73EC381D@PHSXMB5.partners.org> <20051011203257.GX14862@chaka.net> <20051011183455.D22761@cgi.jachomes.com> <9e769e4e0510130109p67eebdafh2de0af4604b5a0db@mail.gmail.com> Message-ID: <434E7FE9.9050602@ucar.edu> Mike Dent wrote: > Nah, he most likely wants a simple print out of a ticket which can be > given to field engineers with all the relevant information but without > the colours, boxes etc, which seem > to mess up the printing & formatting of tickets when I do it. > Does anything exist currently? He may want to make sure that he clicks on the "History" link before printing to remove the "People" "Links", etc elements from the display (which may not be needed for the field engineers and consume a good deal of paper-space) The best "quick" fix for this that i could come up with in rt 3.4.x was setting up some print-media CSS in 'webrt.css'. It's quite nasty, but does what i want. It does leave some "[]" turds around for the HREFs for Respond, Comment, Show-Email links, since the brackets occur outside the link ref. ( but saves a few picoliters of toner ;) ) RT 3.5+ is (as i understand it) supposed to make this a LOT easier and more aesthetically pleasing. FWIW, i've also modified the code to make the BODY have an ID HTML element so that individual users can key off that ID tag using user-based style-sheets. The file to do this in is html/Elements/Header like so: Print Preview" which should show the sidebar, some superfluous text, etc, being removed) /* -- BEGIN: @media print ----------------------------------------------- */ @media print { /* Override some stuff for printing in RT */ .topnav { display: none !important; } /* Remove Tabs sidehead, some top heads, etc */ td.blue, td.blueright, table.darkblue { display: none !important; } /* Should remove the top table (logo, login, prefs) but doesn't */ body + table { display: none !important; } /* Don't print the Download sideheads */ div.downloadattachment, div.downloadcontenttype { display: none !important; } .bpscredits, .page-stats { display: none !important; } /* attempt to compress message text in correspondence a bit */ div.messagebody { font-family: courier; font-size: 8pt; padding: 0em; line-height: 90%; } /* make correspondence headers stand out */ .message-header-key { font-weight: bold; font-size: 10pt; } .message-header-value { font-weight: italic; font-size: 10pt; } /* Remove links that makes no sense on paper */ a[href$="Respond"], a[href$="Comment"], a[href*="ShowEmailRecord"] { display: none !important; } } /* -- END: @media print ------------------------------------------------- */ -- Stephen Dowdy - Systems Administrator - NCAR/RAP 303.497.2869 - sdowdy at ucar.edu - http://www.rap.ucar.edu/~sdowdy/ From les at futuresource.com Thu Oct 13 12:34:36 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 13 Oct 2005 11:34:36 -0500 Subject: [rt-users] trying to install rt3.4.4 In-Reply-To: <00e301c5cfd6$715e65d0$0a00000a@MANTA> References: <00c801c5ce06$77ae3b80$0a00000a@MANTA> <1129054261.31341.354.camel@les-home.futuresource.com> <008001c5ce9a$73bbcc60$0a00000a@mantanetworks.com> <1129120001.2387.0.camel@les-home.futuresource.com> <003701c5cf4d$95740fd0$0a00000a@MANTA> <1129137289.30220.109.camel@moola.futuresource.com> <00ce01c5cfbb$6361b970$0a00000a@MANTA> <434DF9FD.1040907@u.washington.edu> <00e301c5cfd6$715e65d0$0a00000a@MANTA> Message-ID: <1129221276.30220.295.camel@moola.futuresource.com> On Thu, 2005-10-13 at 04:13, yiqiang wrote: > Well mod_perl2 is installed and working. > Now when i try to start apache, it doesnt start. You can avoid a lot of those problems by using fastcgi. The procedure for RHEL4 at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide should work for FC2 if you have already replaced your MySQL version. -- Les Mikesell les at futuresource.com From nicolas.bertrand at gmail.com Thu Oct 13 14:21:39 2005 From: nicolas.bertrand at gmail.com (Nicolas Bertrand) Date: Thu, 13 Oct 2005 19:21:39 +0100 Subject: [rt-users] Re: [at-users] New AT installation: Asset type could not be created In-Reply-To: <8e8687520510130830t7a3499d6r@mail.gmail.com> References: <8e8687520510130331v464a1ca5o@mail.gmail.com> <20051013124805.GV21451@chaka.net> <8e8687520510130830t7a3499d6r@mail.gmail.com> Message-ID: <8e8687520510131121p19b73607j@mail.gmail.com> Hi Todd, Well spotted. I had not run rt-setup-database against the rtdb database. I can now add asset types and assets. I got an error when running rt-setup-database --action insert --datadir /usr/local/share/request-tracker3.4/etc/AssetTracker: [Thu Oct 13 14:36:58 2005] [crit]: Can't locate AssetTracker/content in @INC (@INC contains: /usr/share/request-tracker3.4/lib /etc/perl /usr/local/lib/perl/5.8.4 /usr/local/share/perl/5.8.4 /usr/lib/perl5 /usr/share/perl5 /usr/lib/perl/5.8 /usr/share/perl/5.8 /usr/local/lib/site_perl .) at /usr/sbin/rt-setup-database line 482. (/usr/share/request-tracker3.4/lib/RT.pm:285) Also, what are the longer term plans for Asset Tracker? I am wary that implementing it in production will restrict our future upgrades of RT is we want to keep Asset Tracker running. I am not sure how this affects the installation... Nic From maillist at sitepier.com Thu Oct 13 14:45:27 2005 From: maillist at sitepier.com (Maillisting) Date: Thu, 13 Oct 2005 13:45:27 -0500 Subject: [rt-users] Outgoing From and Reply to: Message-ID: Hello Everyone, I tried to look through the old mailing list threads and from the documentation but I have not found a clear solutions of what I would like to implement. I will use the following : Domain 1 = support at jason.com (For main domains) Domain 2 = support at helpme.com ( For outsourced support) Basically I am running a server with Postfix + MySQL + Virtual Users and now I would like to put on this server the RT control panel. Since the main name jason.com is a virtual domain name and it cannot work with RT Mailgate Options I will need to leave jason.com as a virtual domain and then create a local domain called helpme.com. So what will happen is that if I e-mail support at jason.com it will forward to support at helpme.com and be directed into the Support Queue of RT which that is fine. Now when a support tech reply's to the customer I want the corresponding address and Reply address to show support at jason.com and not support at helpme.com. This will also be vise-versa. If someone e-mails support at helpme.com that the reply to and corresponding address will be support at helpme.com. I am not to sure if RT can do this and if it can does anyone have any knowledge of how I could accomplish it? I may just be thinking to hard about it also.. Thanks, Jason B. From bchever at siterra.com Thu Oct 13 17:36:21 2005 From: bchever at siterra.com (Bill Chever) Date: Thu, 13 Oct 2005 14:36:21 -0700 Subject: [rt-users] Install help Message-ID: Hi. I've just installed the Windows OS distribution of RT, rt-3.0.12.exe, on XP sp2, and am getting the following error: === Initializing data, please wait.... Registering data level 2004083101... Performing upgrade (you can safely ignore ACL, User and Queue errors).... SANITY CHECK FAILED! YOU DO NOT HAVE A QUEUE NAMED '___Approvals'! BAD USER! NO COOKIE! === Anyone seen this and can point me to a solution? I can then bring up the login page but have no idea what user has administrative rights. Have I missed a step in the Windows install? Thanks! Bill Chever -------------- next part -------------- An HTML attachment was scrubbed... URL: From Spielefanpages at gmx.de Fri Oct 14 01:59:53 2005 From: Spielefanpages at gmx.de (Spielefanpages Mag) Date: Fri, 14 Oct 2005 07:59:53 +0200 (MEST) Subject: [rt-users] Dynamic formular References: <589c94400510130420r6d37a931k95f8457c74e82c37@mail.gmail.com> Message-ID: <3865.1129269593@www62.gmx.net> > http://wiki.bestpractical.com/?Contributions > ExtractCustomFieldValues > > -- > Best regards, Ruslan. Thank you!! -- Highspeed-Freiheit. Bei GMX superg?nstig, z.B. GMX DSL_Cityflat, DSL-Flatrate f?r nur 4,99 Euro/Monat* http://www.gmx.net/de/go/dsl From andreas at vinsander.se Fri Oct 14 02:31:25 2005 From: andreas at vinsander.se (Andreas Vinsander) Date: Fri, 14 Oct 2005 08:31:25 +0200 Subject: [rt-users] HTML/Mason/Resolver/File.pm errors Message-ID: <434F50BD.8000501@vinsander.se> Hi! Are there any public request tracker that we can use to find out if a possible bug already has been reported? I find the following in my apache error_log: [Thu Oct 13 20:27:01 2005] [error] [client 192.168.10.100] FastCGI: server "/var/www/rt.ryttargarden/rt-3.4.3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in concatenation (.) or string at /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Resolver/File.pm line 51. [Thu Oct 13 20:27:01 2005] [error] [client 192.168.10.100] FastCGI: server "/var/www/rt.ryttargarden/rt-3.4.3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Resolver/File.pm line 52. I am using rt-3.4.3 with FastCGI and apache-2.0.54. Somewhere there seems to be a call to glob_path with an empty parameter, and I am still not good enough in PERL to find out what is wrong. And I don't wanna report something that might be a config problem on my part... /Andreas From hilde.rafaelsen at cc.uit.no Fri Oct 14 05:37:22 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Fri, 14 Oct 2005 11:37:22 +0200 Subject: [rt-users] Missing TO in e-mail header Message-ID: Hi, Some of our e-mail templates don't show the TO field in the e-mail header. Why is that? Hilde From sturner at MIT.EDU Fri Oct 14 13:28:07 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 14 Oct 2005 13:28:07 -0400 Subject: [rt-users] Attributes for RT::System Object Message-ID: <6.2.1.2.2.20051014132519.03120af0@po14.mit.edu> I just noticed you can use the API to store and retrieve attributes against the RT::System object. I'd like to use this feature but I'm wondering if I'm causing problems for myself - it seems to break the database integrity by having attribute records with no matching object record. Can anyone give any guidance? Thanks, Steve From jesse at bestpractical.com Fri Oct 14 13:30:25 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Oct 2005 13:30:25 -0400 Subject: [rt-users] Attributes for RT::System Object In-Reply-To: <6.2.1.2.2.20051014132519.03120af0@po14.mit.edu> References: <6.2.1.2.2.20051014132519.03120af0@po14.mit.edu> Message-ID: <20051014173025.GM13231@bestpractical.com> On Fri, Oct 14, 2005 at 01:28:07PM -0400, Stephen Turner wrote: > > I just noticed you can use the API to store and retrieve attributes against > the RT::System object. I'd like to use this feature but I'm wondering if > I'm causing problems for myself - it seems to break the database integrity > by having attribute records with no matching object record. > > Can anyone give any guidance? It was always my intent to use that functionality to store sitewide preferences in the databsae. ;) It should continue to work for a while > > 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 enediel at hotmail.com Fri Oct 14 14:14:02 2005 From: enediel at hotmail.com (enediel gonzalez) Date: Fri, 14 Oct 2005 18:14:02 +0000 Subject: [rt-users] RT and virtual domains apache Message-ID: Hello: I have debian sarge. I'm running RT 3.4. Is it possible to have multiple request tracker running on the same host, having one database per each. Please suppose the case where having 2 domains, it's necessary a transparent RT for each one. Thanks in advance for any answer. SCJP 1.5 ( Sun Certified Java Programmer) Linux user 398956 From sturner at MIT.EDU Fri Oct 14 14:35:51 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 14 Oct 2005 14:35:51 -0400 Subject: [rt-users] RT and virtual domains apache In-Reply-To: References: Message-ID: <6.2.1.2.2.20051014143519.031c92d0@po14.mit.edu> At Friday 10/14/2005 02:14 PM, enediel gonzalez wrote: >Hello: >I have debian sarge. I'm running RT 3.4. > >Is it possible to have multiple request tracker running on the same host, >having one database per each. > >Please suppose the case where having 2 domains, it's necessary a >transparent RT for each one. It sure is possible - see http://wiki.bestpractical.com/index.cgi?MultipleInstances Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Fri Oct 14 14:36:25 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 14 Oct 2005 11:36:25 -0700 Subject: [rt-users] RT and virtual domains apache In-Reply-To: References: Message-ID: <434FFAA9.6030407@u.washington.edu> Absolutely. Our initial test box has 4 RT instances. Joby Walker ITI SSG, University of Washington enediel gonzalez wrote: > Hello: > I have debian sarge. I'm running RT 3.4. > > Is it possible to have multiple request tracker running on the same > host, having one database per each. > > Please suppose the case where having 2 domains, it's necessary a > transparent RT for each one. > > Thanks in advance for any answer. > > SCJP 1.5 ( Sun Certified Java Programmer) > Linux user 398956 > > > _______________________________________________ > 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 joe.walmach at intel.com Fri Oct 14 16:43:28 2005 From: joe.walmach at intel.com (Walmach, Joe) Date: Fri, 14 Oct 2005 16:43:28 -0400 Subject: [rt-users] lost superuser rights Message-ID: Moved too fast and removed superuser rights from my new setup. I tried the command at http://wiki.bestpractical.com/index.cgi?RecoverSuperUserRights but I only get the following error. Unable to load DBIx::SearchBuilder database handle for ''. Perhaps you've picked an invalid database type or spelled it incorrectly. Can't locate DBIx/SearchBuilder/Handle/.pm in @INC (@INC contains: /opt/rt/lib/ /usr/lib/perl5/5.8.5/i586-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl .) at (eval 121) line 1. BEGIN failed--compilation aborted at (eval 121) line 1. Compilation failed in require at /opt/rt/lib//RT.pm line 164. Not sure why it's having trouble locating Handle.pm as it is located in /usr/lib/perl5/site_perl/5.8.5/DBIx/SearchBuilder/ Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From Steve_McStravick at BreconRidge.com Fri Oct 14 16:31:56 2005 From: Steve_McStravick at BreconRidge.com (Steve_McStravick at BreconRidge.com) Date: Fri, 14 Oct 2005 16:31:56 -0400 Subject: [rt-users] RT 3.5.5 bug? Message-ID: I have a guest user that doesn't have privileges to see tickets, only create them. When you created a ticket with this user, I get an "RT Error" - No permission to view newly created ticket # 1234 url is http//rt-host/rt/SelfService/Display.html The bug is that the tool bar appears to have more items than it should: -Home-Simple Search-Tickets-Tools-Preferences-Approval Whereas the create ticket screen is correct; Open tickets-Closed tickets-New ticket -preferences Steve McStravick I.S. From Ahalya_Nathan at mudnebr.com Fri Oct 14 17:03:14 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Fri, 14 Oct 2005 16:03:14 -0500 Subject: [rt-users] How are users autocreated in RT? Message-ID: Hi all, Can someone tell me all different ways that a ticket can be autocreated .I know when he is added as a watcher a user can be created. When are users auto created during ticket submission? Are tickets created from the mailgate too? Thanks, 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 jesse at bestpractical.com Fri Oct 14 17:04:02 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Oct 2005 17:04:02 -0400 Subject: [rt-users] RT 3.5.5 bug? In-Reply-To: References: Message-ID: <20051014210402.GM13231@bestpractical.com> > create them. > When you created a ticket with this user, I get an "RT Error" - No > permission to view newly created ticket # 1234 > url is http//rt-host/rt/SelfService/Display.html > > The bug is that the tool bar appears to have more items than it should: > -Home-Simple Search-Tickets-Tools-Preferences-Approval > Whereas the create ticket screen is correct; > Open tickets-Closed tickets-New ticket -preferences Yep. that sounds like we're using the wrong "show error" page. I've forwarded this to our RT. Thanks! > > Steve McStravick > > I.S. > > > _______________________________________________ > 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 djimenez at membersourcecu.org Fri Oct 14 16:56:29 2005 From: djimenez at membersourcecu.org (Daniel Jimenez) Date: Fri, 14 Oct 2005 15:56:29 -0500 Subject: [rt-users] WORKSTATION WC-MIS-DJJ Message-ID: <83D26BBCAEEB274FA328FE533EF042FE2C93C7@exchange.ptt.org> MONITOR NEEDS CLEANING. THANKS MIKE, DANIEL FROM MIS IN WESTCHASE Daniel Jimenez MemberSource Credit Union Information Systems Analyst 713-244-1122 voice 713-572-8940 fax djimenez at membersourcecu.org -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Fri Oct 14 17:17:18 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 14 Oct 2005 17:17:18 -0400 Subject: [rt-users] WORKSTATION WC-MIS-DJJ In-Reply-To: <83D26BBCAEEB274FA328FE533EF042FE2C93C7@exchange.ptt.org> References: <83D26BBCAEEB274FA328FE533EF042FE2C93C7@exchange.ptt.org> Message-ID: <20051014211718.GO13231@bestpractical.com> On Fri, Oct 14, 2005 at 03:56:29PM -0500, Daniel Jimenez wrote: > MONITOR NEEDS CLEANING. THANKS MIKE, DANIEL FROM MIS IN WESTCHASE Daniel, While we at Best Practical do our best to help provide support for the RT community, we are, unfortunately, not able to provide free monitor cleaning services to everyone in the community. Best, Jesse Vincent Best Practical Solutions, LLC > Daniel Jimenez > MemberSource Credit Union > Information Systems Analyst > 713-244-1122 voice > 713-572-8940 fax > djimenez at membersourcecu.org > From shildret at scotth.emsphone.com Fri Oct 14 17:49:59 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Fri, 14 Oct 2005 16:49:59 -0500 Subject: [rt-users] WORKSTATION WC-MIS-DJJ In-Reply-To: <20051014211718.GO13231@bestpractical.com> References: <83D26BBCAEEB274FA328FE533EF042FE2C93C7@exchange.ptt.org> <20051014211718.GO13231@bestpractical.com> Message-ID: <1129326599.41208.0.camel@scotth.emsphone.com> On Fri, 2005-10-14 at 17:17 -0400, Jesse Vincent wrote: > On Fri, Oct 14, 2005 at 03:56:29PM -0500, Daniel Jimenez wrote: > > MONITOR NEEDS CLEANING. THANKS MIKE, DANIEL FROM MIS IN WESTCHASE > > Daniel, > > While we at Best Practical do our best to help provide support for the > RT community, we are, unfortunately, not able to provide free monitor > cleaning services to everyone in the community. > Darn, I just deleted my request... oh well :-) > Best, > > Jesse Vincent > Best Practical Solutions, LLC > > > > Daniel Jimenez > > MemberSource Credit Union > > Information Systems Analyst > > 713-244-1122 voice > > 713-572-8940 fax > > djimenez at membersourcecu.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 -- Scott T. Hildreth From rdumornay at anim.dreamworks.com Fri Oct 14 17:57:14 2005 From: rdumornay at anim.dreamworks.com (Russell Dumornay) Date: Fri, 14 Oct 2005 14:57:14 -0700 Subject: [rt-users] Storing CustomField info in Db Message-ID: <435029BA.60805@anim.dreamworks.com> I am trying to create a component similar to EditCustomFieldFreeform. This component allows the users to enter data as a text on the UI but gets stored as a type Select, not Freeform, in the Db. Does anyone have an idea what method in the library stores type in the Db? So far I see methods in Record.pm, CustomField.pm, and CustomField_Overlay.pm. My guess is to add a method in CustomField_Local.pm to do this and place it in a local dir but decided to throw this out to the list first. Any help would be appreciated. Thanks in advance. From ruslan.zakirov at gmail.com Fri Oct 14 18:36:34 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 15 Oct 2005 02:36:34 +0400 Subject: [rt-users] Outgoing From and Reply to: In-Reply-To: References: Message-ID: <589c94400510141536o7fbfcabvada44191d58b6335@mail.gmail.com> I think you need http://wiki.bestpractical.com/index.cgi?MultipleOutgoingEmailAddresses On 10/13/05, Maillisting wrote: > Hello Everyone, > > I tried to look through the old mailing list threads and from the > documentation but I have not found a clear solutions of what I would > like to implement. I will use the following : > > Domain 1 = support at jason.com (For main domains) > Domain 2 = support at helpme.com ( For outsourced support) > > Basically I am running a server with Postfix + MySQL + Virtual Users > and now I would like to put on this server the RT control panel. > Since the main name jason.com is a virtual domain name and it cannot > work with RT Mailgate Options I will need to leave jason.com as a > virtual domain and then create a local domain called helpme.com. > > So what will happen is that if I e-mail support at jason.com it will > forward to support at helpme.com and be directed into the Support Queue > of RT which that is fine. Now when a support tech reply's to the > customer I want the corresponding address and Reply address to show > support at jason.com and not support at helpme.com. > > This will also be vise-versa. If someone e-mails support at helpme.com > that the reply to and corresponding address will be > support at helpme.com. I am not to sure if RT can do this and if it can > does anyone have any knowledge of how I could accomplish it? I may > just be thinking to hard about it also.. > > Thanks, > Jason B. -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Oct 14 18:50:29 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 15 Oct 2005 02:50:29 +0400 Subject: [rt-users] How are users autocreated in RT? In-Reply-To: References: Message-ID: <589c94400510141550g2ce5a7a1haa5ffe69e2f8c3c8@mail.gmail.com> On 10/15/05, Nathan, Ahalya wrote: > > > > Hi all, > > Can someone tell me all different ways that a ticket can be autocreated .I > know when he is added as a watcher a user can be created. When are users > auto created during ticket submission? Are tickets created from the mailgate > too? I don't remember exactly, but there is something like "sub LoadOrCreate" in lib/RT/User_Overlay.pm. > > > > 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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From cpeters at mcrt.ca Fri Oct 14 20:06:07 2005 From: cpeters at mcrt.ca (Collin Peters) Date: Fri, 14 Oct 2005 17:06:07 -0700 Subject: [rt-users] Unpriviledged users creating ticket with custom image field broken Message-ID: <435047EF.2000104@mcrt.ca> I have a problem where an unpriviledged user creates a ticket in a queue that has a custom image field. Regular users can upload the image fine, but for unpriv it just shows up as a broken image. I have traced a possible problem to the objectcustomfieldvalues table. For some reason it seems that two rows get added to the table for the uploaded image. One row contains all the correct information, but the disabled flag is set. The other row is missing the 'largecontent' value and the 'contentencoding' value but is not disabled. If I switch the disabled values then the image shows up ok. So is it a bug where there are two rows being created in the objectcustomfieldvalues table for unpriviledged users? Collin From mkoroschetz at tekvoice.com Sat Oct 15 00:39:04 2005 From: mkoroschetz at tekvoice.com (Manfred Koroschetz) Date: Sat, 15 Oct 2005 00:39:04 -0400 Subject: [rt-users] Help anyone ? "Right could not be revoked" from everyone .. In-Reply-To: UID44884-1104355416 References: UID44884-1104355416 Message-ID: <43504FA8.B1B3.000E.0@tekvoice.com> I did not get any response to this post. Is it such a crazy question ? Please let me know if I am doing something wrong, or if I am not making any sense. ------------------------------ We are running RT 3.4.3. So far the only real problem is related to rights, in the sense that everybody is seeing everything. Reviewing the assignments to the "everyone" Group I found that it is assigned the "DelegateRights" and "SuperUser Right". When I try to remove these rights I get the message: "Right could not be revoked". I'd appreciate any advice on how to fix this issue. Thanks in advance for your help, Manfred Koroschetz -------------- next part -------------- An HTML attachment was scrubbed... URL: From trick at adonis.net Sat Oct 15 17:43:12 2005 From: trick at adonis.net (Patrick Morris) Date: Sat, 15 Oct 2005 14:43:12 -0700 Subject: [rt-users] Install help In-Reply-To: References: Message-ID: <435177F0.9000702@adonis.net> As mentioned in the message, you can ignore the queue error. Check the README for the default admin login info. Bill Chever wrote: > Hi. I've just installed the Windows OS distribution of > RT, rt-3.0.12.exe, on XP sp2, and am getting the following error: > === > Initializing data, please wait.... > Registering data level 2004083101... > Performing upgrade (you can safely ignore ACL, User and Queue errors).... > SANITY CHECK FAILED! YOU DO NOT HAVE A QUEUE NAMED '___Approvals'! > BAD USER! NO COOKIE! > === > Anyone seen this and can point me to a solution? I can then bring up > the login page but have no idea what user has administrative rights. > Have I missed a step in the Windows install? > > Thanks! > > Bill Chever > > > > > >------------------------------------------------------------------------ > >_______________________________________________ >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 lvanderf at internode.com.au Sun Oct 16 19:07:34 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Mon, 17 Oct 2005 08:37:34 +0930 Subject: [rt-users] rt 3.5.5 Message-ID: <4352DD36.3060205@internode.com.au> Hi. I've been working on an upgrade from 3.0.11 to 3.4.4, thinking that 3.4.4 is the latest version. However, I have also found references to rt 3.5.5 eg. http://comments.gmane.org/gmane.comp.bug-tracking.request-tracker.user/25667 Am I right to assume that this is not an official release yet? thanks, Kind regards. -- Luke From trs at bestpractical.com Sun Oct 16 19:37:46 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Sun, 16 Oct 2005 19:37:46 -0400 Subject: [rt-users] rt 3.5.5 In-Reply-To: <4352DD36.3060205@internode.com.au> References: <4352DD36.3060205@internode.com.au> Message-ID: <4352E44A.30904@bestpractical.com> Luke Vanderfluit wrote: > Am I right to assume that this is not an official release yet? The 3.5.x series of RT is a current development branch which you can obtain via sporadic development releases (like 3.5.5) or the SVN repository. 3.4 is the official stable branch. Cheers, Tom From davetaylor at frontiernet.net Mon Oct 17 11:30:01 2005 From: davetaylor at frontiernet.net (Dave Taylor) Date: Mon, 17 Oct 2005 11:30:01 -0400 Subject: [rt-users] Question regarding date formats Message-ID: <20051017153001.306F73653B4@relay01.roc.ny.frontiernet.net> We are currently running RT version 3.0.11-3, installed via the Debian package. Other software versions - Perl: v5.8.4 DBIx::SearchBuilder: 1.26 Apache: 2.0.54 Currently, all times are being displayed in GMT. Can this be changed to default the display to ET? Also, when entering a date in the 'Dates' box, such as setting a Due date, the date is changed to sometime next year if the format we enter the date in is not 'yyyy-mm-dd hh::mm'. If we use the format mentioned, the date is parsed correctly. Is this a bug or do we need to change something on our end? Thanks, Dave From bobg at uic.edu Mon Oct 17 11:57:07 2005 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 17 Oct 2005 10:57:07 -0500 Subject: [rt-users] TicketSQL question Message-ID: <200510171557.j9HFv7mG016211@remora.cc.uic.edu> I'm trying to build a query for the rt command line. Included in the query would be '... AND lastupdated != told ..' meaning (I think) that the requestor did the last updating. 'lastupdatedby=requestor' would also work. Except it is an invalid query. Are there better docs for TicketSQL other than "use the query builder and click 'advanced'" ? I can't find better in the book or wiki. The query builder doesn't allow internal terms like requestor or owner or told on the right side of an equals sign. If not, what is an appropriate query for "gimme all tickets where the requestor has been waiting more than X days for a response from the consultants" ? bobg From jra at baylink.com Mon Oct 17 12:22:19 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 17 Oct 2005 12:22:19 -0400 Subject: [rt-users] rt 3.5.5 In-Reply-To: <4352E44A.30904@bestpractical.com>; from Thomas Sibley on Sun, Oct 16, 2005 at 07:37:46PM -0400 References: <4352DD36.3060205@internode.com.au> <4352E44A.30904@bestpractical.com> Message-ID: <20051017122219.C27840@cgi.jachomes.com> On Sun, Oct 16, 2005 at 07:37:46PM -0400, Thomas Sibley wrote: > Luke Vanderfluit wrote: > > Am I right to assume that this is not an official release yet? > > The 3.5.x series of RT is a current development branch which you can > obtain via sporadic development releases (like 3.5.5) or the SVN repository. > > 3.4 is the official stable branch. So does RT formally support the Linux Kernel Version Numbering Convention, then? :-) 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 jesse at bestpractical.com Mon Oct 17 12:59:26 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 17 Oct 2005 12:59:26 -0400 Subject: [rt-users] rt 3.5.5 In-Reply-To: <20051017122219.C27840@cgi.jachomes.com> References: <4352DD36.3060205@internode.com.au> <4352E44A.30904@bestpractical.com> <20051017122219.C27840@cgi.jachomes.com> Message-ID: <20051017165926.GL8520@bestpractical.com> On Mon, Oct 17, 2005 at 12:22:19PM -0400, Jay R. Ashworth wrote: > On Sun, Oct 16, 2005 at 07:37:46PM -0400, Thomas Sibley wrote: > > Luke Vanderfluit wrote: > > > Am I right to assume that this is not an official release yet? > > > > The 3.5.x series of RT is a current development branch which you can > > obtain via sporadic development releases (like 3.5.5) or the SVN repository. > > > > 3.4 is the official stable branch. > > So does RT formally support the Linux Kernel Version Numbering > Convention, then? :-) Er, we've been using linux-style versioning for about six years. > 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 > -- From rspier at pobox.com Tue Oct 18 01:38:52 2005 From: rspier at pobox.com (Robert Spier) Date: Mon, 17 Oct 2005 22:38:52 -0700 Subject: [rt-users] TicketSQL question In-Reply-To: <200510171557.j9HFv7mG016211@remora.cc.uic.edu> References: <200510171557.j9HFv7mG016211@remora.cc.uic.edu> Message-ID: > The query builder doesn't allow internal terms > like requestor or owner or told on the right side > of an equals sign. Correct. > If not, what is an appropriate query for > "gimme all tickets where the requestor has been > waiting more than X days for a response from the consultants" ? Told > '3 days ago' or LastUpdated > '3 days ago' or something like that. From Joerg.Ungermann at web.de Tue Oct 18 01:58:03 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Tue, 18 Oct 2005 07:58:03 +0200 Subject: [rt-users] Using LOC () ind Email Templates Message-ID: <829142876@web.de> Can the LOC function to translate RT - variables be used in Email templates? Do i need additional things in the de.po file? How is the syntax? Thanks Joerg __________________________________________________________________________ Erweitern Sie FreeMail zu einem noch leistungsstarkeren E-Mail-Postfach! Mehr Infos unter http://freemail.web.de/home/landingpad/?mc=021131 From lvanderf at internode.com.au Tue Oct 18 02:36:23 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 18 Oct 2005 16:06:23 +0930 Subject: [rt-users] root password again Message-ID: <435497E7.40204@internode.com.au> Hi. I'm creating a box with rt3.0.11. Then I'm going to upgrade that box to 3.4.4 This is as an exercise before doing the real thing. Now I have successfully imported a 5.6GIG database file into mysql. The login prompt comes up nicely but I can't log in with 'password'. I went about it like this: mysql> drop database rt3 mysql> create database rt3 /path/to/mysql/bin/mysql -u user -ppass rt3 < /somedir/rt3.out-20051017-23 >& /home/lukeV/dump.output OK. So. Should I have done? 'make initialize-database' then imported the dump file Thanks. Kind regards. Luke. -- Luke From howard.jones at network-i.net Tue Oct 18 05:51:04 2005 From: howard.jones at network-i.net (Howard Jones) Date: Tue, 18 Oct 2005 10:51:04 +0100 Subject: [rt-users] Adding a CustomField to a ticket? Message-ID: <4354C588.3050106@network-i.net> Hi, I've been experimenting this morning with a scrip to extract information from some fields in a ticket, and fill in some additional information in a customfield, based on those fields. The scrip works, but only if the ticket was created in the appropriate queue, and not moved there. Apparently, if it was moved into the queue, it doesn't gain the CFs for that queue. Unfortunately, the way we have RT setup, almost all mails go into General before being re-filed by us (we don't trust our customers to categorise their problem, basically). Is there a way to add a CF to a ticket from within a scrip, or alternatively, is there something else I need to do to inherit a CF when the ticket moves? My script action is currently: my $tick = $self->TicketObj; my $requestor = $tick->RequestorAddresses; my $cf = $tick->QueueObj->CustomField('OutageSource'); if($requestor ne "") { $tick->DeleteWatcher(Type=>'Requestor',Email=>$requestor); $tick->AddCustomFieldValue(Field=>$cf,Value=>$requestor); $RT::Logger->warning("Removing requestor, adding CF value"); } return 1; I have a couple of similar but more involved scrips I was planning to write, but obviously I'd like to get past this bit first! Thanks in advance, Howard From todd at chaka.net Tue Oct 18 08:03:04 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 18 Oct 2005 08:03:04 -0400 Subject: [rt-users] Adding a CustomField to a ticket? In-Reply-To: <4354C588.3050106@network-i.net> References: <4354C588.3050106@network-i.net> Message-ID: <20051018120304.GM14862@chaka.net> What is the scrip condition? On Tue, Oct 18, 2005 at 10:51:04AM +0100, Howard Jones wrote: > Hi, > > I've been experimenting this morning with a scrip to extract information > from some fields in a ticket, and fill in some additional information in > a customfield, based on those fields. The scrip works, but only if the > ticket was created in the appropriate queue, and not moved there. > > Apparently, if it was moved into the queue, it doesn't gain the CFs for > that queue. Unfortunately, the way we have RT setup, almost all mails go > into General before being re-filed by us (we don't trust our customers > to categorise their problem, basically). Is there a way to add a CF to a > ticket from within a scrip, or alternatively, is there something else I > need to do to inherit a CF when the ticket moves? > > My script action is currently: > > my $tick = $self->TicketObj; > my $requestor = $tick->RequestorAddresses; > my $cf = $tick->QueueObj->CustomField('OutageSource'); > > if($requestor ne "") > { > $tick->DeleteWatcher(Type=>'Requestor',Email=>$requestor); > $tick->AddCustomFieldValue(Field=>$cf,Value=>$requestor); > $RT::Logger->warning("Removing requestor, adding CF value"); > } > return 1; > > I have a couple of similar but more involved scrips I was planning to > write, but obviously I'd like to get past this bit first! > > Thanks in advance, > > Howard > > _______________________________________________ > 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 soldino at email.it Tue Oct 18 04:55:36 2005 From: soldino at email.it (Soldino) Date: Tue, 18 Oct 2005 10:55:36 +0200 Subject: [rt-users] RT 3.4.0 - RT could not load a valid user Message-ID: Hi, I have installed RT 3.4.0 in a Linux system Fedora Core 2. In /var/log/message appares errore message like: ---- Oct 16 12:44:54 xxxxx RT: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (news at xxxxx.net). You might need to grant 'Everyone' the right 'CreateTicket' for the queue xxxxx. (/opt/rt3/lib/RT/Interface/Email.pm:627) ---- After I have upgraded the version to 3.4.3, I have degframented the db with ALTER TABLE but I can't resolve the problem. A lot of ticket are rejected by the RT system. Each queue have the correct group grant for 'Everyone'. If I send 10 mail to RT 3 mails are rejected! Any ideas? Tnx Giuseppe -- Email.it, the professional e-mail, gratis per te: http://www.email.it/f Sponsor: Aiutaci a migliorare email.it, compilando il questionario puoi vincere 1500 Euro! Clicca qui per partecipare Clicca qui: http://adv.email.it/cgi-bin/foclick.cgi?mid=4040&d=20051018 From Tim.Mahoney at magicorp.com Tue Oct 18 09:17:32 2005 From: Tim.Mahoney at magicorp.com (Mahoney, Tim) Date: Tue, 18 Oct 2005 08:17:32 -0500 Subject: [rt-users] Adding a CustomField to a ticket? Message-ID: Here is a scrip we use to move tickets into a queue when they are created based upon subject line. RT doesn't show the ticket being moved, so I think this scrip is actually causing the ticket to be created in the new queue. See if this might work for you. Description: AutoChange Queue Condition: On Create Custom condition: Action: User Defined Custom Action Preparation code: return 1; Custom Action Cleanup code: # get out unless subject is like ursuant return 1 unless $self->TicketObj->Subject =~ /ursuant/; # ok, try to change queue $RT::Logger->info("Auto transfer ticket #". $self->TicketObj->id ." to the Pursuant Queue" ); my ($status, $msg) = $self->TicketObj->SetQueue( '8' ); unless( $status ) { $RT::Logger->warning( "Impossible to change Queue" ); return undef; } return 1; Stage: TransactionCreate Template: Global template: Blank Thanks, Tim 972-980-4991 -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Tuesday, October 18, 2005 7:03 AM To: Howard Jones Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Adding a CustomField to a ticket? What is the scrip condition? On Tue, Oct 18, 2005 at 10:51:04AM +0100, Howard Jones wrote: > Hi, > > I've been experimenting this morning with a scrip to extract > information from some fields in a ticket, and fill in some additional > information in a customfield, based on those fields. The scrip works, > but only if the ticket was created in the appropriate queue, and not moved there. > > Apparently, if it was moved into the queue, it doesn't gain the CFs > for that queue. Unfortunately, the way we have RT setup, almost all > mails go into General before being re-filed by us (we don't trust our > customers to categorise their problem, basically). Is there a way to > add a CF to a ticket from within a scrip, or alternatively, is there > something else I need to do to inherit a CF when the ticket moves? > > My script action is currently: > > my $tick = $self->TicketObj; > my $requestor = $tick->RequestorAddresses; > my $cf = $tick->QueueObj->CustomField('OutageSource'); > > if($requestor ne "") > { > $tick->DeleteWatcher(Type=>'Requestor',Email=>$requestor); > $tick->AddCustomFieldValue(Field=>$cf,Value=>$requestor); > $RT::Logger->warning("Removing requestor, adding CF value"); > } > return 1; > > I have a couple of similar but more involved scrips I was planning to > write, but obviously I'd like to get past this bit first! > > Thanks in advance, > > Howard > > _______________________________________________ > 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 howard.jones at network-i.net Tue Oct 18 09:20:25 2005 From: howard.jones at network-i.net (Howard Jones) Date: Tue, 18 Oct 2005 14:20:25 +0100 Subject: [rt-users] Adding a CustomField to a ticket? In-Reply-To: <20051018120304.GM14862@chaka.net> References: <4354C588.3050106@network-i.net> <20051018120304.GM14862@chaka.net> Message-ID: <4354F699.5050806@network-i.net> Todd Chapman wrote: >What is the scrip condition? > > It's this, but I don't think it's relevant... my $ticket = $self->TicketObj; if ( $ticket->RequestorAddresses ne '') { return(1); } return(undef); The part that isn't working is the SetCustomField... if a ticket is created in General, and then moved to this 'outages' queue then it hasn't got the CF that is defined for the outages queue. Best Regards, Howard From bobg at uic.edu Tue Oct 18 09:49:00 2005 From: bobg at uic.edu (Bob Goldstein) Date: Tue, 18 Oct 2005 08:49:00 -0500 Subject: [rt-users] TicketSQL question In-Reply-To: Your message of "Mon, 17 Oct 2005 22:38:52 PDT." Message-ID: <200510181349.j9IDn0Su020880@remora.cc.uic.edu> >> The query builder doesn't allow internal terms >> like requestor or owner or told on the right side >> of an equals sign. > >Correct. > >> If not, what is an appropriate query for >> "gimme all tickets where the requestor has been >> waiting more than X days for a response from the consultants" ? > >Told > '3 days ago' > >or > >LastUpdated > '3 days ago' > >or something like that. Thanks. But I don't see how that works. LastUpdated is set when a queue changes or the owner is assigned, not just for the last correspond. If the requestor was Told 3 days ago and never replied, that's his problem. But if he did reply, it's ours. However, if he did reply and we assigned the ticket to a consultant (thus updating LastUpdated), the ball is still in our court. I basically want to know, did the requestor send that last Correspond? If he did, and did it 3 days ago, I need to crack some heads. But if we sent the last correspond, the heads can stay healthy. 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 > From joelp35 at yahoo.com Tue Oct 18 10:49:32 2005 From: joelp35 at yahoo.com (Joel p) Date: Tue, 18 Oct 2005 07:49:32 -0700 (PDT) Subject: [rt-users] Please Help In-Reply-To: <200510181349.j9IDn0Su020880@remora.cc.uic.edu> Message-ID: <20051018144932.18238.qmail@web60911.mail.yahoo.com> I am getting the error like below and I do not have a clue why can some one please help me with this. Thanks Joel Forcing the attempted delivery of mail with the command /usr/lib/sendmail -v -q -C/etc/mail/sendmail.cf .. Running /var/spool/mqueue/j9HGJvvs026702 (sequence 1 of 1)"|rt-mailgate --queue general --action comment --url http://137.218.0.4/rt"... Connecting to prog...mailer prog died with signal 11"|rt-mailgate --queue general --action comment --url http://137.218.0.4/rt"... Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL --------------------------------- Yahoo! Music Unlimited - Access over 1 million songs. Try it free. -------------- next part -------------- An HTML attachment was scrubbed... URL: From rkagan at yorku.ca Tue Oct 18 10:53:01 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Tue, 18 Oct 2005 10:53:01 -0400 (EDT) Subject: [rt-users] Please Help In-Reply-To: <20051018144932.18238.qmail@web60911.mail.yahoo.com> References: <20051018144932.18238.qmail@web60911.mail.yahoo.com> Message-ID: You don't have your smrsh setup. Depending on where your smrsh directory is, you need to link to rt-mailgate. Often, smrsh will limit the links to /bin and /usr/bin depending on how it was compiled. My suggestion would be to: Make a symlink from /usr/bin to rt-mailgate Make a symlink from your smrsh directory to /usr/bin/rt-mailgate. Regards Ramon Kagan, GCIA York University, Computing and Network Services Information Security - Senior Information Security Analyst (416)736-2100 #20263 rkagan at yorku.ca ----------------------------------- ------------------------------------ I have not failed. I have just I don't know the secret to success, found 10,000 ways that don't work. but the secret to failure is trying to please everybody. - Thomas Edison - Bill Cosby ----------------------------------- ------------------------------------ On Tue, 18 Oct 2005, Joel p wrote: > > I am getting the error like below and I do not have a clue why can some one please help me with this. > > > > Thanks Joel > > > > Forcing the attempted delivery of mail with the command /usr/lib/sendmail -v -q -C/etc/mail/sendmail.cf .. > > Running /var/spool/mqueue/j9HGJvvs026702 (sequence 1 of 1)"|rt-mailgate --queue general --action comment --url http://137.218.0.4/rt"... Connecting to prog...mailer prog died with signal 11"|rt-mailgate --queue general --action comment --url http://137.218.0.4/rt"... Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > > > > --------------------------------- > Yahoo! Music Unlimited - Access over 1 million songs. Try it free. From jjesse at ftpb.com Tue Oct 18 11:25:11 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Tue, 18 Oct 2005 11:25:11 -0400 Subject: [rt-users] simple question on reply/comment address Message-ID: Currently we have users emailing helpdesk to create tickets and they all dump into a queue called "helpdesk." The person then who is working on the request moves the ticket to the correct queue based on what type of request it really is. For example Bob sends an email to helpdesk that he is having problems with his voicemail, the ticket is created in the Helpdesk queue and then PhoneGuy takes the ticket and moves the ticket to the queue Phone Requests and works on the issue. If I have 4 queues, do I have to have a separate comment-to address setup for each queue or can I have one comment address be for all my queues? Thanks in advance, Jonathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From jra at baylink.com Tue Oct 18 11:36:53 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 18 Oct 2005 11:36:53 -0400 Subject: [rt-users] Searching by transaction content Message-ID: <20051018113653.D2143@cgi.jachomes.com> So I found, yesterday, that I knew I had noted something in a ticket transaction that I needed to find again... and that search apparently does not search transaction attachment content. Luckily I had PHPPgAdmin on that box, and I managed to remember how to specify a LIKE clause to search Attachments->Content. But should it really be that hard? Or am I missing something? 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 jesse at bestpractical.com Tue Oct 18 13:31:18 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 18 Oct 2005 13:31:18 -0400 Subject: [rt-users] Searching by transaction content In-Reply-To: <20051018113653.D2143@cgi.jachomes.com> References: <20051018113653.D2143@cgi.jachomes.com> Message-ID: <20051018173118.GM8520@bestpractical.com> On Tue, Oct 18, 2005 at 11:36:53AM -0400, Jay R. Ashworth wrote: > So I found, yesterday, that I knew I had noted something in a ticket > transaction that I needed to find again... and that search apparently > does not search transaction attachment content. Click on the dropdown whose first value is "Subject" on the search page. > Luckily I had PHPPgAdmin on that box, and I managed to remember how to > specify a LIKE clause to search Attachments->Content. > > But should it really be that hard? Or am I missing something? > > 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 > -- From kerrboy at gmail.com Tue Oct 18 14:36:56 2005 From: kerrboy at gmail.com (Brian Kerr) Date: Tue, 18 Oct 2005 14:36:56 -0400 Subject: [rt-users] Logout error In-Reply-To: <431494B8.50007@thebellfamily.com> References: <431494B8.50007@thebellfamily.com> Message-ID: On 8/30/05, Robert Bell wrote: > I've seen this SEVERAL times in the archive and the threads just died. > Has there been any resolution to this error? I'm running RT 3.5.2/Mason > 1.3101/FastCGI > > http://gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=all&search_string=%253C%25%24URL%25%253E&search_type=AND As annoying as this little bug is, a fix is trivial: kudos to anyone who finds the real culprit. diff of Logout.html < <&|/l&>You're welcome to login again --- > <&|/l&>You're welcome to login again From sterickson at gmail.com Tue Oct 18 14:48:27 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Tue, 18 Oct 2005 14:48:27 -0400 Subject: [rt-users] First-time RT install questions. Message-ID: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> First, let's start with perl. My CentOS-3 (RHEL-3) system had perl 5.8.0 installed, and RT says it needs 5.8.3 minimum. Following the 'ComplilingPerl' page, in the RT Wiki, I have built perl 5.8.7 and it is installed in /usr/local/perl-5.8.7. The page assumes that I already have a working RT installed, and uses it to help get the perl up to date with all required perl modules. I don't have RT installed yet though. Is there some way that I can install all these dependencies before installing RT? I know I can do this during the RT install, but I'd prefer to get it done ahead of time, if I can. Also, the page stops at the point of telling me I need to do something so that RT will use the new perl and not the vendor supplied one, but stops short of telling me what it is I need to do. What do I need to do? -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From joby at u.washington.edu Tue Oct 18 15:20:43 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 18 Oct 2005 12:20:43 -0700 Subject: [rt-users] simple question on reply/comment address In-Reply-To: References: Message-ID: <43554B0B.8070509@u.washington.edu> You can use the same address for all queues, the only limitation that imposes is that tickets can only be created via email in the queue that your aliases file sends that email address to. In your case, it sounds like a good thing to do. Joby Walker ITI SSG, University of Washington Jonathan Jesse wrote: > Currently we have users emailing helpdesk to create tickets and they all > dump into a queue called ?helpdesk.? The person then who is working on > the request moves the ticket to the correct queue based on what type of > request it really is. > > > > For example Bob sends an email to helpdesk that he is having problems > with his voicemail, the ticket is created in the Helpdesk queue and then > PhoneGuy takes the ticket and moves the ticket to the queue Phone > Requests and works on the issue. > > > > > > If I have 4 queues, do I have to have a separate comment-to address > setup for each queue or can I have one comment address be for all my queues? > > > > Thanks in advance, > > > > 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 From joby at u.washington.edu Tue Oct 18 15:24:53 2005 From: joby at u.washington.edu (Joby Walker) Date: Tue, 18 Oct 2005 12:24:53 -0700 Subject: [rt-users] First-time RT install questions. In-Reply-To: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> Message-ID: <43554C05.7000407@u.washington.edu> You should actually be able to start installing RT. Follow the manual instructions in the Wiki, and make sure to configure RT to use your custom perl installation. Then when you get to the step of using the dependency checker/resolver it will handle installing the CPAN dependencies for you. Joby Walker ITI SSG, University of Washington Shaun T. Erickson wrote: > First, let's start with perl. > > My CentOS-3 (RHEL-3) system had perl 5.8.0 installed, and RT says it > needs 5.8.3 minimum. Following the 'ComplilingPerl' page, in the RT > Wiki, I have built perl 5.8.7 and it is installed in /usr/local/perl-5.8.7. > > The page assumes that I already have a working RT installed, and uses it > to help get the perl up to date with all required perl modules. I don't > have RT installed yet though. Is there some way that I can install all > these dependencies before installing RT? I know I can do this during the > RT install, but I'd prefer to get it done ahead of time, if I can. > > Also, the page stops at the point of telling me I need to do something > so that RT will use the new perl and not the vendor supplied one, but > stops short of telling me what it is I need to do. What do I need to do? > > -- > -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 davidy at funkypenguin.co.za Tue Oct 18 17:02:14 2005 From: davidy at funkypenguin.co.za (David Young) Date: Tue, 18 Oct 2005 23:02:14 +0200 Subject: [rt-users] How do I get rid of extra HTML data on SpreadsheetDisplayedFields? In-Reply-To: <43554C05.7000407@u.washington.edu> Message-ID: <20051018210235.B20AA4D80C4@diesel.bestpractical.com> Hi All, I'm trying to use this wonderful contrib: http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields It works, but for some reason some of the fields are being imported into Excel with HTML formatting tags around them.. Anybody run into this problem before? Thanks! :) - David From enediel at hotmail.com Tue Oct 18 17:17:04 2005 From: enediel at hotmail.com (enediel gonzalez) Date: Tue, 18 Oct 2005 21:17:04 +0000 Subject: [rt-users] Syntax error on line 11 of /etc/apache-ssl/conf.d/apache-modperl.conf Message-ID: Hello After Installing rt 3.4 from debian sarge stable versions and selecting apache-modperl.conf to be used on apache I got the following error Syntax error on line 11 of /etc/apache-ssl/conf.d/apache-modperl.conf: Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module not included in the server configuration the line 11 of the referenced file is PerlRequire /usr/share/request-tracker3.4/libexec/webmux.pl Where could be my mistake because I installed using aptitude, I suppose that this installation method took care about all depedencies. Thanks in advance for any answer regards Enediel Linux user 398956 From Ahalya_Nathan at mudnebr.com Tue Oct 18 17:19:02 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 18 Oct 2005 16:19:02 -0500 Subject: [rt-users] Problem when users are created automatically from rt-mailgate Message-ID: Hi all, I have rt-mailgate configured and I am using outlook to create tickets by sending a mail to help at example.com. After sending a mail to this mail-id, the ticket is created but the problem arises when new users are automatically created. When users are automatically created, the users table has correct entries (e.g:comments field in the Users table has "Autocreated on ticket submission")except for the Password field. I tried passing the args{'Password'} to be undef while creating the user in the Users table, but still when the user is created a crypted password is put in the password field. Is there something which I am missing out? Thanks Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax From andreas at vinsander.se Tue Oct 18 17:26:00 2005 From: andreas at vinsander.se (Andreas Vinsander) Date: Tue, 18 Oct 2005 23:26:00 +0200 Subject: [rt-users] HTML/Mason/Resolver/File.pm errors In-Reply-To: <434F50BD.8000501@vinsander.se> References: <434F50BD.8000501@vinsander.se> Message-ID: <43556868.3020500@vinsander.se> Andreas Vinsander wrote: > Hi! > > Are there any public request tracker that we can use to find out if a > possible bug already has been reported? > > I find the following in my apache error_log: > [Thu Oct 13 20:27:01 2005] [error] [client 192.168.10.100] FastCGI: > server "/var/www/rt.ryttargarden/rt-3.4.3/bin/mason_handler.fcgi" > stderr: Use of uninitialized value in concatenation (.) or string at > /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Resolver/File.pm line 51. > [Thu Oct 13 20:27:01 2005] [error] [client 192.168.10.100] FastCGI: > server "/var/www/rt.ryttargarden/rt-3.4.3/bin/mason_handler.fcgi" > stderr: Use of uninitialized value in length at > /usr/lib/perl5/vendor_perl/5.8.6/HTML/Mason/Resolver/File.pm line 52. > > I am using rt-3.4.3 with FastCGI and apache-2.0.54. > Somewhere there seems to be a call to glob_path with an empty parameter, > and I am still not good enough in PERL to find out what is wrong. > And I don't wanna report something that might be a config problem on my > part... > Using the htdig search engine I found one other post that mentioned the same problem, but the poster didn't recieve any answers... Is this logging harmless or are there any suggestions how to get rid of them? /Andreas From ruslan.zakirov at gmail.com Tue Oct 18 17:33:16 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 19 Oct 2005 01:33:16 +0400 Subject: [rt-users] Syntax error on line 11 of /etc/apache-ssl/conf.d/apache-modperl.conf In-Reply-To: References: Message-ID: <589c94400510181433v27dc40e0mbb5db21e138716fd@mail.gmail.com> I'm not debian geek, but I'm sure this error means that you didn't load mod_perl module into apache or it's not compiled into apache. On 10/19/05, enediel gonzalez wrote: > Hello > > After Installing rt 3.4 from debian sarge stable versions and selecting > apache-modperl.conf to be used on apache I got the following error > > Syntax error on line 11 of /etc/apache-ssl/conf.d/apache-modperl.conf: > Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module > not included in the server configuration > > > the line 11 of the referenced file is > > PerlRequire /usr/share/request-tracker3.4/libexec/webmux.pl > > Where could be my mistake because I installed using aptitude, I suppose that > this installation method took care about all depedencies. > > Thanks in advance for any answer > > regards > Enediel > > Linux user 398956 > > > _______________________________________________ > 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 andreas at vinsander.se Tue Oct 18 17:51:17 2005 From: andreas at vinsander.se (Andreas Vinsander) Date: Tue, 18 Oct 2005 23:51:17 +0200 Subject: [rt-users] HTML/Mason/Resolver/File.pm errors In-Reply-To: <43556868.3020500@vinsander.se> References: <434F50BD.8000501@vinsander.se> <43556868.3020500@vinsander.se> Message-ID: <43556E55.4060201@vinsander.se> Andreas Vinsander wrote: > > Using the htdig search engine I found one other post that mentioned the > same problem, but the poster didn't recieve any answers... > Is this logging harmless or are there any suggestions how to get rid of > them? > I better learn to seach a little more... I found the solution in SVN (Elements/Callback was fixed for release 3.4.4) Me hides in shame... /Andreas From robscheibel at gmail.com Tue Oct 18 19:01:47 2005 From: robscheibel at gmail.com (Rob Scheibel) Date: Tue, 18 Oct 2005 18:01:47 -0500 Subject: [rt-users] Custom Fields for Users Message-ID: I've throughly searched the Wiki and the old archives and can not come up with an answer to this question, so perhaps some of you may be able to help: I would like to get the CustomField Named "DefaultQueue" that I created for Users in the SelectQueue file so that when the Queue list appears, it would default to a certain Queue for each user. Here is the code that I have come up with that should work, but I keep getting undefines and what-not. Perhaps you can help? % my $user = new RT::User($session{'CurrentUser'}); % my $cfs = $user->CustomFields(); % while($cf = $cfs->Next) { % if ($cf->Name eq 'DefaultQueue') { % my $cfvalues = $user->CustomFieldValues($cf->Id); % while(my $cfvalue = $cfvalues->Next) { % print $cfvalue->Content; }}} Obviously the last print line would be changed, but I'm using it just for testing purposes right now until it's working. Let me know if you need any more details. I'll also keep looking around for an answer, but do appreciate any and all help. Thanks! -rob -------------- next part -------------- An HTML attachment was scrubbed... URL: From lvanderf at internode.com.au Tue Oct 18 19:46:01 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Wed, 19 Oct 2005 09:16:01 +0930 Subject: [rt-users] password encryption Message-ID: <43558939.4010602@internode.com.au> Hi. What does RT use to encrypt the passwords. Thanks. Kind regards. -- Luke From ruslan.zakirov at gmail.com Tue Oct 18 20:11:33 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 19 Oct 2005 04:11:33 +0400 Subject: [rt-users] password encryption In-Reply-To: <43558939.4010602@internode.com.au> References: <43558939.4010602@internode.com.au> Message-ID: <589c94400510181711k4c8c9a3en6f1e1d6ff38d71dd@mail.gmail.com> FAQ on the wiki On 10/19/05, Luke Vanderfluit wrote: > Hi. > > What does RT use to encrypt the passwords. > > 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 > -- Best regards, Ruslan. From rickr at rice.edu Tue Oct 18 20:59:23 2005 From: rickr at rice.edu (Rick Russell) Date: Tue, 18 Oct 2005 19:59:23 -0500 Subject: [rt-users] Adding a CustomField to a ticket? In-Reply-To: <4354C588.3050106@network-i.net> References: <4354C588.3050106@network-i.net> Message-ID: <43559A6B.7090604@rice.edu> Howard Jones wrote: > my $cf = $tick->QueueObj->CustomField('OutageSource'); I think this is where you're going south. Custom Fields are independent objects, not actually part of the Queue object. I got this out of the Wiki (I've replaced some of the variable names to match your code): my $QueueObj = $self->TicketObj->QueueObj; my $cf = RT::CustomField->new( $QueueObj->CurrentUser ); $cf->LoadByNameAndQueue( Name => 'OutageSource', Queue => 0 ); # for global CFs: Queue => 0 # for queue CFs: Queue => QueueObj->id my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( Field => $cf->id, Value => $requestor, RecordTransaction => 1 ); -- For computer help, call xHELP (x4357 or 713-348-4357) On the web: http://helpdesk.rice.edu/ -- Rick Russell Helpdesk Supervisor, Client Services IT/Academic & Research Computing Rice University Voice: 713.348.5267 Fax: 713.348.6099 -- OpenPGP/GnuPG Public Key at ldap://certificate.rice.edu 761D 1C20 6428 580F BD98 F5E5 5C8C 56CA C7CB B669 -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 256 bytes Desc: OpenPGP digital signature URL: From rspier at pobox.com Tue Oct 18 22:31:37 2005 From: rspier at pobox.com (Robert Spier) Date: Tue, 18 Oct 2005 19:31:37 -0700 Subject: [rt-users] TicketSQL question In-Reply-To: <200510181349.j9IDn0Su020880@remora.cc.uic.edu> References: <200510181349.j9IDn0Su020880@remora.cc.uic.edu> Message-ID: > I basically want to know, did the requestor > send that last Correspond? If he did, > and did it 3 days ago, I need to crack some > heads. But if we sent the last correspond, > the heads can stay healthy. I don't believe that is possible in raw TicketSQL. It wouldn't be hard to add a "LastTransaction" concept to TicketSQL, but then you have to ask the question: "Do we generalize this? What if I want the 2nd to last transaction?" "What if I want the last Comment?" And suddenly the world explodes. -R From bobg at uic.edu Wed Oct 19 01:17:28 2005 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 19 Oct 2005 00:17:28 -0500 Subject: [rt-users] TicketSQL question In-Reply-To: Your message of "Tue, 18 Oct 2005 19:31:37 PDT." Message-ID: <200510190517.j9J5HSSA025573@remora.cc.uic.edu> >> I basically want to know, did the requestor >> send that last Correspond? If he did, >> and did it 3 days ago, I need to crack some >> heads. But if we sent the last correspond, >> the heads can stay healthy. > >I don't believe that is possible in raw TicketSQL. > >It wouldn't be hard to add a "LastTransaction" concept to TicketSQL, >but then you have to ask the question: "Do we generalize this? What >if I want the 2nd to last transaction?" "What if I want the last >Comment?" And suddenly the world explodes. > Boom! I think you're right, but still, what SHOULD TicketSQL do? How much should it be like SQL? ...(select max(Transaction.date) where Transaction.type='correspond') ... The 'S' in SQL basically means subqueries, but not in TicketSQL. I agree that "last Comment" is fair game, but the "2nd to last" is a lot harder and less useful, so I'm less concerned there. Let me generalize my question/quandry. I need some reports. My options are: 1. TicketSQL 2. Real SQL 3. Perl with Objects and DBIx::SB TicketSQL doesn't have the features, although the fact it works in a url is very attractive. Real SQL would be great if the schema docs were ok (am I missing them?) and I could count on the schema not changing, but the book kinda recommends against raw sql (I'm talking read-only though). Perl would work, of course, but that seems so laborious and ad hoc compared to sql (much as I like perl). What would you do? bobg From stephen at jadevine.org.uk Wed Oct 19 04:07:54 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Wed, 19 Oct 2005 09:07:54 +0100 Subject: [rt-users] Syntax error on line 11 of /etc/apache-ssl/conf.d/apache-modperl.conf In-Reply-To: References: Message-ID: <20051019080754.GE3736@computing-services.oxford.ac.uk> On Tue, Oct 18, 2005 at 09:17:04PM +0000, enediel gonzalez wrote: > Hello > > After Installing rt 3.4 from debian sarge stable versions and selecting > apache-modperl.conf to be used on apache I got the following error > > Syntax error on line 11 of /etc/apache-ssl/conf.d/apache-modperl.conf: > Invalid command 'PerlRequire', perhaps mis-spelled or defined by a module > not included in the server configuration > If you read the instructions in the file /usr/share/doc/request-tracker3.4/INSTALL.Debian, under the heading "mod_perl 1"you will see the details for loading mod_perl in Apache. Stephen From sturner at MIT.EDU Wed Oct 19 09:41:28 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 19 Oct 2005 09:41:28 -0400 Subject: [rt-users] How do I get rid of extra HTML data on SpreadsheetDisplayedFields? In-Reply-To: <20051018210235.B20AA4D80C4@diesel.bestpractical.com> References: <43554C05.7000407@u.washington.edu> <20051018210235.B20AA4D80C4@diesel.bestpractical.com> Message-ID: <6.2.1.2.2.20051019093957.02f58cf0@po14.mit.edu> At Tuesday 10/18/2005 05:02 PM, David Young wrote: >Hi All, > >I'm trying to use this wonderful contrib: > >http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields > >It works, but for some reason some of the fields are being imported into >Excel with HTML formatting tags around them.. Anybody run into this problem >before? Hello David, There shouldn't (of course!) be any HTML in the downloaded data - can you show us what the data looks like - what fields have HTML and what the tags are? Also, what version of RT are you on? Thanks, Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at redpepperracing.com Wed Oct 19 09:58:51 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 19 Oct 2005 09:58:51 -0400 Subject: [rt-users] How do I get rid of extra HTML data on SpreadsheetDisplayedFields? In-Reply-To: <6.2.1.2.2.20051019093957.02f58cf0@po14.mit.edu> References: <43554C05.7000407@u.washington.edu> <20051018210235.B20AA4D80C4@diesel.bestpractical.com> <6.2.1.2.2.20051019093957.02f58cf0@po14.mit.edu> Message-ID: <4356511B.7060208@redpepperracing.com> Stephen Turner wrote: > At Tuesday 10/18/2005 05:02 PM, David Young wrote: > >> Hi All, >> >> I'm trying to use this wonderful contrib: >> >> http://wiki.bestpractical.com/index.cgi?SpreadsheetDisplayedFields >> >> It works, but for some reason some of the fields are being imported into >> Excel with HTML formatting tags around them.. Anybody run into this >> problem >> before? > I would hazard a guess and say that Excel is adding them automatically around email addresses. I can't see anywhere else it would do that though. With 3.4.4 I see no HTML tags in the raw file. OpenOffice Calc does not add any tags. I can't test Excel... Tom From howard.jones at network-i.net Wed Oct 19 11:10:03 2005 From: howard.jones at network-i.net (Howard Jones) Date: Wed, 19 Oct 2005 16:10:03 +0100 Subject: [rt-users] Adding a CustomField to a ticket? In-Reply-To: <43559A6B.7090604@rice.edu> References: <4354C588.3050106@network-i.net> <43559A6B.7090604@rice.edu> Message-ID: <435661CB.6070203@network-i.net> Rick Russell wrote: >Howard Jones wrote: > > > >> my $cf = $tick->QueueObj->CustomField('OutageSource'); >> >> > >I think this is where you're going south. Custom Fields are independent >objects, not actually part of the Queue object. > >I got this out of the Wiki (I've replaced some of the variable names to >match your code): > >my $QueueObj = $self->TicketObj->QueueObj; >my $cf = RT::CustomField->new( $QueueObj->CurrentUser ); > >$cf->LoadByNameAndQueue( Name => 'OutageSource', Queue => 0 ); ># for global CFs: Queue => 0 ># for queue CFs: Queue => QueueObj->id > >my( $st, $msg ) = $self->TicketObj->AddCustomFieldValue( > Field => $cf->id, > Value => $requestor, > RecordTransaction => 1 ); > > Aha! That did the trick. Thanks Rick. -------------- next part -------------- An HTML attachment was scrubbed... URL: From kfh at mqsoftware.com Wed Oct 19 11:04:31 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 19 Oct 2005 10:04:31 -0500 Subject: [rt-users] Help with Module::Install::RTx Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA91C@mailservermn.mqsoftware.com> Has anyone used this to build an extension to RT? I need some help. I'd like to release the next version of Statistics with this, but have a few problems, some of which may be because I've never used Module::Install, nor ExtUtils::MakeMaker. 1) How do I tell it what goes into the dist? I put Statistics.pm in lib/RTx, and that seemed to work, but when I put all the files for /opt/rt3/local/html in html/RTx it added them to the manifest (Yay), but told me the files in just plain html (as opposed to html/RTx) didn't exist. Do I have to have two copies of them? 2) I'd like all the files to either go to /opt/rt3/share or /opt/rt3/local, as decided by the user installing the package, how do I do that? 3) After installing my first cut of the dist, "make uninstall" said that it was unsafe and would tell me what it would do, but failed to find the packing list in /usr/lib/perl, not too surprising, as the the "make install" put the packing list in /opt/rt3/local/lib/auto/RTx/Statistics/.packlist Are there any good examples of using this? I couldn't seem to find any.... Thanks, -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From weqaar at yahoo.com Wed Oct 19 13:22:01 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 19 Oct 2005 10:22:01 -0700 (PDT) Subject: [rt-users] Query problem(tickets req by grp members), RT just hangs Message-ID: <20051019172201.73577.qmail@web54404.mail.yahoo.com> I have the following lines of code in /Elements/Grprequests the purpose of which is to display tickets requested by user's group members(user can be a member of more than one group), when the page is loaded RT just hangs(does not die), as if its trying to run the query: <%init> my $Groups = RT::Groups->new($session{'CurrentUser'}); $Groups->LimitToUserDefinedGroups(); $Groups->WithMember(PrincipalId => $session{'CurrentUser'}->Id); my $rows = 10; my $Queues = RT::Queues->new($session{'CurrentUser'}); $Queues->UnLimit(); my $QueuesListing = ''; my @ids; my $Group; while ( $Group = $Groups->Next ) { push @ids, $Group->Id; } while (my $queue = $Queues->Next) { next unless ($queue->CurrentUserHasRight('ShowTicket')); if ($QueuesListing ne '') { $QueuesListing .= " OR Queue = "; } else { $QueuesListing = "Queue = "; } $QueuesListing .= "'".$queue->Name."'"; } my $Query = " Requestor != '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND ( RequestorGroup = '$ids[0]' OR RequestorGroup = '$ids[1]' ) AND ( " . $QueuesListing . " ) "; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com From rfh at pipex.net Wed Oct 19 13:31:56 2005 From: rfh at pipex.net (Roy El-Hames) Date: Wed, 19 Oct 2005 18:31:56 +0100 Subject: [rt-users] TicketSQL question In-Reply-To: <200510190517.j9J5HSSA025573@remora.cc.uic.edu> References: <200510190517.j9J5HSSA025573@remora.cc.uic.edu> Message-ID: <4356830C.6020501@pipex.net> You have one more option, create new status similar to stalled , then (using scrips) every time the requestor send a correspondence the ticket is set to status (CustUpdate) or whatever, any other action or correspondence from anywhere else reset the status to open (obvoiusly with the exception of status change) .... Then search for Tickets with status = CustUpdate and LastUpdated > 3 days .. Roy Bob Goldstein wrote: >>> I basically want to know, did the requestor >>> send that last Correspond? If he did, >>> and did it 3 days ago, I need to crack some >>> heads. But if we sent the last correspond, >>> the heads can stay healthy. >>> >>> >>I don't believe that is possible in raw TicketSQL. >> >>It wouldn't be hard to add a "LastTransaction" concept to TicketSQL, >>but then you have to ask the question: "Do we generalize this? What >>if I want the 2nd to last transaction?" "What if I want the last >>Comment?" And suddenly the world explodes. >> >> >> > > Boom! I think you're right, but still, what SHOULD > TicketSQL do? How much should it be like SQL? > > ...(select max(Transaction.date) where Transaction.type='correspond') ... > > The 'S' in SQL basically means subqueries, but not in TicketSQL. > I agree that "last Comment" is fair game, but the "2nd to last" > is a lot harder and less useful, so I'm less concerned there. > > Let me generalize my question/quandry. I need some reports. > My options are: > 1. TicketSQL > 2. Real SQL > 3. Perl with Objects and DBIx::SB > > TicketSQL doesn't have the features, although the fact it works > in a url is very attractive. Real SQL would be great if the > schema docs were ok (am I missing them?) and I could count on > the schema not changing, but the book kinda recommends against > raw sql (I'm talking read-only though). Perl would work, of > course, but that seems so laborious and ad hoc compared to sql > (much as I like perl). > > What would you do? > > 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 > > > From ruslan.zakirov at gmail.com Wed Oct 19 13:40:16 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 19 Oct 2005 21:40:16 +0400 Subject: [rt-users] Query problem(tickets req by grp members), RT just hangs In-Reply-To: <20051019172201.73577.qmail@web54404.mail.yahoo.com> References: <20051019172201.73577.qmail@web54404.mail.yahoo.com> Message-ID: <589c94400510191040s57099af7he45f39a58546d8c3@mail.gmail.com> On 10/19/05, Weqaar Janjua wrote: > I have the following lines of code in > /Elements/Grprequests the purpose of which is to > display tickets requested by user's group members(user > can be a member of more than one group), when the page > is loaded RT just hangs(does not die), as if its > trying to run the query: You should try to figure out where it hangs. Does it spin in DB or in RT code? What is in the RT log file? Code looks fine, at least I don't see any mistakes. PS: You forgot to specify software versions. > > > <%init> > my $Groups = RT::Groups->new($session{'CurrentUser'}); > $Groups->LimitToUserDefinedGroups(); > $Groups->WithMember(PrincipalId => > $session{'CurrentUser'}->Id); > > my $rows = 10; > > my $Queues = RT::Queues->new($session{'CurrentUser'}); > $Queues->UnLimit(); > > my $QueuesListing = ''; > > my @ids; > my $Group; > > while ( $Group = $Groups->Next ) { > push @ids, $Group->Id; > } > > while (my $queue = $Queues->Next) { > next unless > ($queue->CurrentUserHasRight('ShowTicket')); > if ($QueuesListing ne '') { > $QueuesListing .= " OR Queue = "; > } else { > $QueuesListing = "Queue = "; > } > $QueuesListing .= "'".$queue->Name."'"; > } > > > my $Query = " > Requestor != '".$session{'CurrentUser'}->Id."' > AND ( Status = 'new' OR Status = 'open' OR Status = > 'stalled' ) > AND ( RequestorGroup = '$ids[0]' OR RequestorGroup > = '$ids[1]' ) > AND ( " . $QueuesListing . " ) > "; > > my $QueryString = '?' . > $m->comp('/Elements/QueryString', > Query => $Query, > Order => 'DESC', > OrderBy => 'Priority') if ($Query); > > > -- Best regards, Ruslan. From sterickson at gmail.com Wed Oct 19 13:50:53 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 19 Oct 2005 13:50:53 -0400 Subject: [rt-users] First-time RT install questions. In-Reply-To: <43554C05.7000407@u.washington.edu> References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> <43554C05.7000407@u.washington.edu> Message-ID: <92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com> On 10/18/05, Joby Walker wrote: > > You should actually be able to start installing RT. Follow the manual > instructions in the Wiki, and make sure to configure RT to use your > custom perl installation. Then when you get to the step of using the > dependency checker/resolver it will handle installing the CPAN > dependencies for you. Ok. I set and exported the PERL variable to the location of the newer perl, then built and installed RT. Now I'm trying to build the fastcgi module for apache, and it's failing because I'm getting lots of undefined references to apr_something where 'something' is a lot of different things. What do I need to add to my system to get these functions? -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From sterickson at gmail.com Wed Oct 19 14:23:25 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 19 Oct 2005 14:23:25 -0400 Subject: [rt-users] First-time RT install questions. In-Reply-To: <92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com> References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> <43554C05.7000407@u.washington.edu> <92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com> Message-ID: <92da24e00510191123j3f9d8305k7094798b8a2247d8@mail.gmail.com> On 10/19/05, Shaun T. Erickson wrote: > > > Now I'm trying to build the fastcgi module for apache, and it's failing > because I'm getting lots of undefined references to > > apr_something I see that I was trying to build it incorrectly, and have corrected my mistake. It builds and installs just fine now. Sorry. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From sterickson at gmail.com Wed Oct 19 14:57:23 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Wed, 19 Oct 2005 14:57:23 -0400 Subject: [rt-users] First-time RT install questions. In-Reply-To: <92da24e00510191123j3f9d8305k7094798b8a2247d8@mail.gmail.com> References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> <43554C05.7000407@u.washington.edu> <92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com> <92da24e00510191123j3f9d8305k7094798b8a2247d8@mail.gmail.com> Message-ID: <92da24e00510191157w457d19c9hb15c9d69295e8528@mail.gmail.com> Ok, now that I have mod_fastcgi installed, I'm trying to configure apache 2 to be able to access RT. I'm finding it very confusing, because the wiki shows to do it different ways on different pages. When I try to access the URL https://spot.blackdogsoft.net/rt I get a 403 error page saying I don't have permission to access /rt, and the ssl error log says "FastCGI: invalid (dynamic) server "/usr/local/rt3/share/html/": script is a directory!" In httpd.conf, I added (outside of any virtual host): FastCgiIpcDir /tmp FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 10 and where all of the other modules are loaded: LoadModule fastcgi_module modules/mod_fastcgi.so In my ssl virtual host definition, I added: Alias /rt "/usr/local/rt3/share/html" AddHandler fastcgi-script fcgi ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ AddDefaultCharset UTF-8 SetHandler fastcgi-script Order allow,deny Allow from all Other info: my webserver runs as user and group "apache". My RT installation is all owned by root and group bin, except for some which are group apache. I could use some help figuring out what I've done wrong, please. I'm sure it's me, and not the software. :) If more info is needed, just ask - I'll be glad to provide it. -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From daves at wavesco.com Wed Oct 19 14:52:53 2005 From: daves at wavesco.com (David J. Schnardthorst) Date: Wed, 19 Oct 2005 13:52:53 -0500 Subject: [rt-users] Creation of a ticket on resolve Message-ID: <43569605.9020204@wavesco.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I have a script that I have written that will upon resolving a ticket open a new ticket in our "Accounting" queue for invoicing purposes. In this, I would like to add the Owner of the ticket (Name preferably, but their login ID is suitable). However, I cannot figure out how to do this. Everything works fine but I cannot get the Owner information. What is the best way to do this. (See sample of template below). ===Create-Ticket: PaymentRequest Subject: Payables Request for {$Tickets{'TOP'}->Subject} Queue: Accounting RefersTo: TOP Content: The ticket {$Ticket->id} has been closed and is marked as Billable. Please create a payment request for the Ticket Owner: Owner: {$Tickets('TOP'}->Owner} Time Worked: {$Ticket->TimeWorked} minutes ENDOFCONTENT - -- David Schnardthorst URL: http://www.wavesco.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.0 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDVpYF0I5vtVF88i0RAgv2AJ95KYV4sZnOlmsA+oZ39JTO+3648ACfQtYH mZaO6ED+rCgXGiyxs0vHHWk= =3AsZ -----END PGP SIGNATURE----- From weqaar at yahoo.com Wed Oct 19 15:28:10 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 19 Oct 2005 12:28:10 -0700 (PDT) Subject: [rt-users] Solution to displaying tickets requested by user's groups Message-ID: <20051019192810.3044.qmail@web54404.mail.yahoo.com> I have the following code in file '/Elements/GrpRequests'. It displays the ticket's requested by Logged-In user's groups. It displays all the tickets rqeuested by all the groups the user has membership to. #-------------START------------------------------ % my $j = 0; % while ( $j < @ids ) { <&|/Elements/TitleBox, title => ("Group $idsName[$j] ticket requests"), title_href => "Search/Results.html".$QStrings[$j] &> <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, ' ", Query => $Queries[$j], OrderBy => 'Created', Order => 'DESC', ShowNavigation => 0, Rows => $rows &>
% $j = $j + 1; % } <%init> my $Groups = RT::Groups->new($session{'CurrentUser'}); $Groups->LimitToUserDefinedGroups(); $Groups->WithMember(PrincipalId => $session{'CurrentUser'}->Id); my $rows = 10; my $Queues = RT::Queues->new($session{'CurrentUser'}); $Queues->UnLimit(); my $QueuesListing = ''; my @ids; my @idsName; my $Group; while ( $Group = $Groups->Next ) { push @ids, $Group->Id; push @idsName, $Group->Name; } while (my $queue = $Queues->Next) { next unless ($queue->CurrentUserHasRight('ShowTicket')); if ($QueuesListing ne '') { $QueuesListing .= " OR Queue = "; } else { $QueuesListing = "Queue = "; } $QueuesListing .= "'".$queue->Name."'"; } my @Queries; my @QStrings; my $i = 0; my $size = @ids; while ( $i < $size) { my $Query = " Requestor != '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' ) AND ( RequestorGroup = '$ids[$i]' ) AND ( " . $QueuesListing . " ) "; push @Queries, $Query; my $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); push @QStrings, $QueryString; $i = $i + 1; } #-------------END------------------------------ __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com From joby at u.washington.edu Wed Oct 19 15:43:43 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 19 Oct 2005 12:43:43 -0700 Subject: [rt-users] Solution to displaying tickets requested by user's groups In-Reply-To: <20051019192810.3044.qmail@web54404.mail.yahoo.com> References: <20051019192810.3044.qmail@web54404.mail.yahoo.com> Message-ID: <4356A1EF.30704@u.washington.edu> You should add this to the wiki (wiki.bestpractical.com) under Contributions. Joby Walker ITI SSG, University of Washington Weqaar Janjua wrote: > I have the following code in file > '/Elements/GrpRequests'. It displays the ticket's > requested by Logged-In user's groups. It displays all > the tickets rqeuested by all the groups the user has > membership to. > > #-------------START------------------------------ > % my $j = 0; > > % while ( $j < @ids ) { > > <&|/Elements/TitleBox, > title => ("Group $idsName[$j] ticket > requests"), > title_href => "Search/Results.html".$QStrings[$j] &> > <& /Elements/TicketList, > Format => "' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', > > ' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__Subject__/TITLE:Subject', > > QueueName, ExtendedStatus, CreatedRelative, ' ", > Query => $Queries[$j], > OrderBy => 'Created', > Order => 'DESC', > ShowNavigation => 0, > Rows => $rows > &> > > >
> > % $j = $j + 1; > > % } > > <%init> > my $Groups = RT::Groups->new($session{'CurrentUser'}); > $Groups->LimitToUserDefinedGroups(); > $Groups->WithMember(PrincipalId => > $session{'CurrentUser'}->Id); > > my $rows = 10; > > my $Queues = RT::Queues->new($session{'CurrentUser'}); > $Queues->UnLimit(); > > my $QueuesListing = ''; > > my @ids; > my @idsName; > my $Group; > > while ( $Group = $Groups->Next ) { > push @ids, $Group->Id; > push @idsName, $Group->Name; > } > > while (my $queue = $Queues->Next) { > next unless > ($queue->CurrentUserHasRight('ShowTicket')); > if ($QueuesListing ne '') { > $QueuesListing .= " OR Queue = "; > } else { > $QueuesListing = "Queue = "; > } > $QueuesListing .= "'".$queue->Name."'"; > } > > my @Queries; > my @QStrings; > my $i = 0; > my $size = @ids; > > while ( $i < $size) { > my $Query = " > Requestor != '".$session{'CurrentUser'}->Id."' > AND ( Status = 'new' OR Status = 'open' OR Status = > 'stalled' ) > AND ( RequestorGroup = '$ids[$i]' ) > AND ( " . $QueuesListing . " ) > "; > push @Queries, $Query; > > my $QueryString = '?' . > $m->comp('/Elements/QueryString', > Query => $Query, > Order => 'DESC', > OrderBy => 'Priority') if ($Query); > > push @QStrings, $QueryString; > > $i = $i + 1; > } > > > > #-------------END------------------------------ > > > > > > __________________________________ > Yahoo! Mail - PC Magazine Editors' Choice 2005 > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From lists at akphs.com Wed Oct 19 15:38:18 2005 From: lists at akphs.com (Phil Smith III) Date: Wed, 19 Oct 2005 15:38:18 -0400 Subject: [rt-users] Still having trouble getting RT started for the first time Message-ID: <004c01c5d4e4$a86aa300$6a01090a@Basement2> I'm getting closer, but still having trouble getting RT started. It's a fresh intall on FC3 using mod_perl-2.0.1-1.fc4 and associated bits. The machine it's running on is our ftp host, but has no other web services running on it at the moment. However, there is an index.html in /var/www/html. And as I tinker with httpd.conf, I'm getting one of three symptoms, depending on how I tinker: 1) The index.html in /var/www/html 2) A download that Firefox claims is a unix directory, but which downloads to a zero-length file 3) The "You're almost there!" page. Now, all this suggests to me that (3) is the "best" configuration, though obviously still not right: it's clearly paying attention to the VirtualHost section I added, since if I tinker with that, the behavior changes. It seems to me that (as the "You're almost there!" page suggests) the problem is that Apache isn't running the Perl "stuff" when the URL is visited. But I can spell "Apache" and that's about it. I've done lots of Googling for various Apache documents, and don't seem to be getting any closer. (A colleague who has worked with Apache has tinkered as well, and he's stumped too.) Here's what I have now (hostname and IPs changed to protect the guilty, of course): DocumentRoot /opt/rt3/share/html ServerName rt.example.com # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AddDefaultCharset UTF-8 SetHandler perl-script PerlHandler RT::Mason Is there anything obviously wrong? (Besides that fact that it's not working!) Thanks, -- ...phsiii From andy at wildbrain.com Wed Oct 19 17:58:07 2005 From: andy at wildbrain.com (Andy Moran) Date: Wed, 19 Oct 2005 14:58:07 -0700 Subject: [rt-users] 'Take' link question Message-ID: <4356C16F.2020004@wildbrain.com> Hope this isn't too dumb a question.. Is there a way to have a "Take" link next to each of tickets output from a search query? I notice an I have a field link to taking the ticket, but not something that says the word "Take"? --Andy From daniel.kercher at web.de Wed Oct 19 18:07:16 2005 From: daniel.kercher at web.de (Daniel Kercher) Date: Thu, 20 Oct 2005 00:07:16 +0200 Subject: [rt-users] sql querries in scrips Message-ID: <20051019220716.GA19174@workst.intern.net> Hello List, is it possible to querry the rt3 db in scrips? and when yes how? what i want is to automaticly move a new created ticket to a user based on how bussy he is. so i have to query the db or get infos how much tickets a user own and what status this ticket have. -- Gruesse Daniel ------------------------------------------------------------------------------- Wenn wir bedenken, da?? wir alle verrueckt sind, ist das Leben erklaert. [Mark Twain] From ruslan.zakirov at gmail.com Wed Oct 19 18:31:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Oct 2005 02:31:15 +0400 Subject: [rt-users] sql querries in scrips In-Reply-To: <20051019220716.GA19174@workst.intern.net> References: <20051019220716.GA19174@workst.intern.net> Message-ID: <589c94400510191531h540778fy36ace1d61a115e48@mail.gmail.com> On 10/20/05, Daniel Kercher wrote: > Hello List, > > is it possible to querry the rt3 db in scrips? and when yes how? Yes, this possible. > > what i want is to automaticly move a new created ticket to a user > based on how bussy he is. so i have to query the db or get infos how > much tickets a user own and what status this ticket have. Oh, nice idea, owners auto balancer for tickets. You can use something like this(untested): my $tix = RT::Tickets->new($self->CurrentUser); $tix->FromSQL("Owner = AND Status = 'new'"); $tix->Count; wiki is your friend > > -- > Gruesse Daniel > > ------------------------------------------------------------------------------- > Wenn wir bedenken, da? wir alle verrueckt sind, ist das Leben erklaert. > [Mark Twain] > _______________________________________________ > 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 Oct 19 18:36:32 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Oct 2005 02:36:32 +0400 Subject: [rt-users] Problem when users are created automatically from rt-mailgate In-Reply-To: References: Message-ID: <589c94400510191536s73888f35ob8e45c5ea9676728@mail.gmail.com> On 10/19/05, Nathan, Ahalya wrote: > Hi all, > I have rt-mailgate configured and I am using outlook to create tickets > by sending a mail to help at example.com. After sending a mail to this > mail-id, the ticket is created but the problem arises when new users are > automatically created. > > When users are automatically created, the users table has correct > entries (e.g:comments field in the Users table has "Autocreated on > ticket submission")except for the Password field. > I tried passing the args{'Password'} to be undef while creating the user > in the Users table, but still when the user is created a crypted > password is put in the password field. RT by default creates record with "*NO PASWORD*" value in password field. > > Is there something which I am missing out? May be you've installed extension that generates passwords for newly created users? > > 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 > > 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 Oct 19 18:42:57 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Oct 2005 02:42:57 +0400 Subject: [rt-users] First-time RT install questions. In-Reply-To: <92da24e00510191157w457d19c9hb15c9d69295e8528@mail.gmail.com> References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> <43554C05.7000407@u.washington.edu> <92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com> <92da24e00510191123j3f9d8305k7094798b8a2247d8@mail.gmail.com> <92da24e00510191157w457d19c9hb15c9d69295e8528@mail.gmail.com> Message-ID: <589c94400510191542s6c993e8br9a84021d4ad441@mail.gmail.com> On 10/19/05, Shaun T. Erickson wrote: > Ok, now that I have mod_fastcgi installed, I'm trying to configure apache 2 > to be able to access RT. I'm finding it very confusing, because the wiki > shows to do it different ways on different pages. > > When I try to access the URL > https://spot.blackdogsoft.net/rt I get a 403 error page > saying I don't have permission to access /rt, and the ssl error log says > "FastCGI: invalid (dynamic) server "/usr/local/rt3/share/html/": script is a > directory!" > > In httpd.conf, I added (outside of any virtual host): > > > FastCgiIpcDir /tmp > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi > -idle-timeout 120 -processes 10 > > > and where all of the other modules are loaded: > > LoadModule fastcgi_module modules/mod_fastcgi.so > > In my ssl virtual host definition, I added: > > Alias /rt "/usr/local/rt3/share/html" I'm sure you don't need this Alias. > AddHandler fastcgi-script fcgi > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > AddDefaultCharset UTF-8 > SetHandler fastcgi-script > > > Order allow,deny > Allow from all > > > Other info: my webserver runs as user and group "apache". My RT > installation is all owned by root and group bin, except for some which are > group apache. > > I could use some help figuring out what I've done wrong, please. I'm sure > it's me, and not the software. :) > > If more info is needed, just ask - I'll be glad to provide 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 > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Oct 19 18:45:46 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Oct 2005 02:45:46 +0400 Subject: [rt-users] Creation of a ticket on resolve In-Reply-To: <43569605.9020204@wavesco.com> References: <43569605.9020204@wavesco.com> Message-ID: <589c94400510191545m6ac7cbbbk71810e2746996a6d@mail.gmail.com> On 10/19/05, David J. Schnardthorst wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > I have a script that I have written that will upon resolving a ticket open a new > ticket in our "Accounting" queue for invoicing purposes. In this, I would like > to add the Owner of the ticket (Name preferably, but their login ID is > suitable). However, I cannot figure out how to do this. Everything works fine > but I cannot get the Owner information. What is the best way to do this. (See > sample of template below). > > ===Create-Ticket: PaymentRequest > Subject: Payables Request for {$Tickets{'TOP'}->Subject} > Queue: Accounting > RefersTo: TOP > Content: > > The ticket {$Ticket->id} has been closed and is marked as Billable. Please > create a payment request for the Ticket Owner: > > Owner: {$Tickets('TOP'}->Owner} 1) wrong braces 2) try {$Tickets{'TOP'}->OwnerObj->Name} > Time Worked: {$Ticket->TimeWorked} minutes > > ENDOFCONTENT > - -- > David Schnardthorst > URL: http://www.wavesco.com > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.0 (MingW32) > Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > iD8DBQFDVpYF0I5vtVF88i0RAgv2AJ95KYV4sZnOlmsA+oZ39JTO+3648ACfQtYH > mZaO6ED+rCgXGiyxs0vHHWk= > =3AsZ > -----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 > > 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 Oct 19 18:53:11 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 20 Oct 2005 02:53:11 +0400 Subject: [rt-users] Still having trouble getting RT started for the first time In-Reply-To: <004c01c5d4e4$a86aa300$6a01090a@Basement2> References: <004c01c5d4e4$a86aa300$6a01090a@Basement2> Message-ID: <589c94400510191553g3f30fcddw6fbce63b989f85c6@mail.gmail.com> On 10/19/05, Phil Smith III wrote: > I'm getting closer, but still having trouble getting RT started. It's a fresh intall on FC3 using mod_perl-2.0.1-1.fc4 and associated bits. > > The machine it's running on is our ftp host, but has no other web services running on it at the moment. However, there is an index.html in /var/www/html. And as I tinker with httpd.conf, I'm getting one of three symptoms, depending on how I tinker: > > 1) The index.html in /var/www/html > 2) A download that Firefox claims is a unix directory, but which downloads to a zero-length file > 3) The "You're almost there!" page. > > Now, all this suggests to me that (3) is the "best" configuration, though obviously still not right: it's clearly paying attention to the VirtualHost section I added, since if I tinker with that, the behavior changes. It seems to me that (as the "You're almost there!" page suggests) the problem is that Apache isn't running the Perl "stuff" when the URL is visited. But I can spell "Apache" and that's about it. I've done lots of Googling for various Apache documents, and don't seem to be getting any closer. (A colleague who has worked with Apache has tinkered as well, and he's stumped too.) > > Here's what I have now (hostname and IPs changed to protect the guilty, of course): > > > DocumentRoot /opt/rt3/share/html > ServerName rt.example.com > > # this line applies to Apache2+mod_perl2 only > PerlModule Apache2 Apache::compat Drop this, you don't need it with latest RT versions. > > PerlModule Apache::DBI comment this out unless you will run RT. it's transparent extension. > PerlRequire /opt/rt3/bin/webmux.pl > > > > AddDefaultCharset UTF-8 > SetHandler perl-script > PerlHandler RT::Mason > > > > Is there anything obviously wrong? (Besides that fact that it's not working!) >From info you've sent everything looks ok. Questions: 1) RT version? MUST be 3.4.4 or greater to work with MP2 2) HTML::Mason version? Must be latest available to work with MP2. 3) Do you want RT at http://rt.example.com/... or at http://rt.example.com/rt/...? 4) What is in your RT_SiteConfig? > > Thanks, > -- > ...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 les at futuresource.com Wed Oct 19 20:28:32 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 19 Oct 2005 19:28:32 -0500 Subject: [rt-users] First-time RT install questions. In-Reply-To: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> Message-ID: <1129768111.10955.4.camel@les-home.futuresource.com> On Tue, 2005-10-18 at 13:48, Shaun T. Erickson wrote: > First, let's start with perl. > > My CentOS-3 (RHEL-3) system had perl 5.8.0 installed, and RT says it > needs 5.8.3 minimum. Following the 'ComplilingPerl' page, in the RT > Wiki, I have built perl 5.8.7 and it is installed in > /usr/local/perl-5.8.7. By the time you replace the stock perl and mysql, you might be ahead to update the whole system to Centos-4 which only needs the addition of the fastcgi module to work. -- Les Mikesell les at futuresource.com From dave-rt at dnh.sk.ca Wed Oct 19 20:31:26 2005 From: dave-rt at dnh.sk.ca (Dave Hall) Date: Wed, 19 Oct 2005 18:31:26 -0600 Subject: [rt-users] Edit User Custom Fields in Preferences Message-ID: <20051020003126.GC23107@dnh.sk.ca> Hi, I'm just trying to customize RT for our tech support guys. I've added some custom fields for users and can edit them just fine in the admin area however custom fields do not appear in the users' preferences. Is there a reason they are not in User/Prefs.html or can I just modify it to include custom fields? -- Dave From fevzi.konduk at hotsip.com Thu Oct 20 04:14:51 2005 From: fevzi.konduk at hotsip.com (Fevzi Konduk) Date: Thu, 20 Oct 2005 10:14:51 +0200 Subject: [rt-users] Localazation issues Message-ID: Hello, I recently upgraded our rt 2.0.15 to rt 3.4.4 and I've run across something that bothers me. When I go to the login page it's displayed in Norwegian although my local browser setting is in Swedish. So I added English in as my top local language and rt login page is now displayed in English (this is fine). However I would like to force rt to display in English for all users despite of what the browsers tell the webserver, is there a way to do this? (All users on our network are not administrators and can't change this.) BR, Fevzi ------------------------------------------------- Fevzi Konduk Hotsip AB From florian.hochstrasser at swisslog.com Thu Oct 20 09:57:06 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Thu, 20 Oct 2005 15:57:06 +0200 Subject: [rt-users] Text / Picture Attachment Issue Message-ID: <633BB4DF7F45734B841BF0FD012734BC0C3AD8@schb7sw3-011.schb7.swisslog.net> A user of our RT installation asked me this, and I was unable to find a solution neither in the wiki nor the RT book: He gets tickets (by email) with large textfile attachments which are included in the ticket text automatically. This makes it difficult to read the ticket history The same problem occurs with large .jpg's. How could I make attachments always display as a link in the ticket history? TIA, 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From yiqiang at happix.net Thu Oct 20 10:06:20 2005 From: yiqiang at happix.net (yiqiang) Date: Thu, 20 Oct 2005 22:06:20 +0800 Subject: [rt-users] rt3.4.4 installation Message-ID: <003401c5d57f$723eac40$0a00000a@MANTA> Hi, I have setup RT but encountered this when i restart the apache and launch the url 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." Any kind souls can tell me whats the next step or probably lead me to a url which provides the steps? Thanks in advance.. With Regards, Low Ee Chiang From sterickson at gmail.com Thu Oct 20 10:21:00 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 20 Oct 2005 10:21:00 -0400 Subject: [rt-users] First-time RT install questions. In-Reply-To: <1129768111.10955.4.camel@les-home.futuresource.com> References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> <1129768111.10955.4.camel@les-home.futuresource.com> Message-ID: <92da24e00510200721w4cf81c2eo485e5b2aa953998d@mail.gmail.com> On 10/19/05, Les Mikesell wrote: > > > By the time you replace the stock perl and mysql, you might > be ahead to update the whole system to Centos-4 which only > needs the addition of the fastcgi module to work. I'm not replacing the stock perl, simply adding a newer bersion for use by RT and anything else that might want it in the future. Replacing MySQL was trivial - I just uninstalled the stock RPMs and installed the RPMs from the MySQL site. Upgrading to CentOS-4 would be nice, but I'm not prepared to do that, just yet. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From sterickson at gmail.com Thu Oct 20 10:23:26 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 20 Oct 2005 10:23:26 -0400 Subject: [rt-users] First-time RT install questions. In-Reply-To: <589c94400510191542s6c993e8br9a84021d4ad441@mail.gmail.com> References: <92da24e00510181148s48b9a907u8cddf62c885020bc@mail.gmail.com> <43554C05.7000407@u.washington.edu> <92da24e00510191050v1d227caai16918edad101d64a@mail.gmail.com> <92da24e00510191123j3f9d8305k7094798b8a2247d8@mail.gmail.com> <92da24e00510191157w457d19c9hb15c9d69295e8528@mail.gmail.com> <589c94400510191542s6c993e8br9a84021d4ad441@mail.gmail.com> Message-ID: <92da24e00510200723q33a409acib768bf6bf5331593@mail.gmail.com> On 10/19/05, Ruslan Zakirov wrote: > > On 10/19/05, Shaun T. Erickson wrote: > > > > > Alias /rt "/usr/local/rt3/share/html" > I'm sure you don't need this Alias. > When I removed the alias, apache was unable to find RT, so I put it back. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From florian.hochstrasser at swisslog.com Thu Oct 20 10:36:52 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Thu, 20 Oct 2005 16:36:52 +0200 Subject: [rt-users] Text / Picture Attachment Issue Message-ID: <633BB4DF7F45734B841BF0FD012734BC0C3AEB@schb7sw3-011.schb7.swisslog.net> Okay, I kind of solved this myself by setting $MaxInlineBody to 0, which makes all ASCII- attachments to be displayed as links. But pictures still appear inline. ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Florian Hochstrasser Sent: Donnerstag, 20. Oktober 2005 15:57 To: rt-users at lists.bestpractical.com Subject: [rt-users] Text / Picture Attachment Issue A user of our RT installation asked me this, and I was unable to find a solution neither in the wiki nor the RT book: He gets tickets (by email) with large textfile attachments which are included in the ticket text automatically. This makes it difficult to read the ticket history The same problem occurs with large .jpg's. How could I make attachments always display as a link in the ticket history? TIA, 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 jra at baylink.com Thu Oct 20 10:52:16 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 20 Oct 2005 10:52:16 -0400 Subject: [rt-users] Edit User Custom Fields in Preferences In-Reply-To: <20051020003126.GC23107@dnh.sk.ca>; from Dave Hall on Wed, Oct 19, 2005 at 06:31:26PM -0600 References: <20051020003126.GC23107@dnh.sk.ca> Message-ID: <20051020105216.F9722@cgi.jachomes.com> On Wed, Oct 19, 2005 at 06:31:26PM -0600, Dave Hall wrote: > Hi, I'm just trying to customize RT for our tech support guys. I've added > some custom fields for users and can edit them just fine in the admin > area however custom fields do not appear in the users' preferences. Is > there a reason they are not in User/Prefs.html or can I just modify it to > include custom fields? I believe you're asking why the administrator can see the fields, but the users, logged in as themselves, cannot? If so, it's probably a rights issue for the users, or the group in which they live, vs. the rights on the fields themselves. 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 dave-rt at dnh.sk.ca Thu Oct 20 11:23:58 2005 From: dave-rt at dnh.sk.ca (Dave Hall) Date: Thu, 20 Oct 2005 09:23:58 -0600 Subject: [rt-users] Edit User Custom Fields in Preferences In-Reply-To: <20051020105216.F9722@cgi.jachomes.com> References: <20051020003126.GC23107@dnh.sk.ca> <20051020105216.F9722@cgi.jachomes.com> Message-ID: <20051020152358.GA16934@dnh.sk.ca> On Thu, Oct 20, 2005 at 10:52:16AM -0400, Jay R. Ashworth wrote: > On Wed, Oct 19, 2005 at 06:31:26PM -0600, Dave Hall wrote: > > Hi, I'm just trying to customize RT for our tech support guys. I've added > > some custom fields for users and can edit them just fine in the admin > > area however custom fields do not appear in the users' preferences. Is > > there a reason they are not in User/Prefs.html or can I just modify it to > > include custom fields? > > I believe you're asking why the administrator can see the fields, but > the users, logged in as themselves, cannot? If so, it's probably a > rights issue for the users, or the group in which they live, vs. the > rights on the fields themselves. That was my initial thought after triple checking the rights they were still not showing up. I dug into User/Prefs.html and found that the code to display custom fields was not present. -- Dave From mole at zebra.co.uk Thu Oct 20 11:36:31 2005 From: mole at zebra.co.uk (Caroline Fletcher) Date: Thu, 20 Oct 2005 16:36:31 +0100 Subject: [rt-users] Displaying Custom Field Information in message display Message-ID: <1129822591.30454.110.camel@moleshole.zebra.co.uk> Hi I am using RT 3.4.4 I have got some custom fields created, and have enabled them with queues, however when I try and display the ticket information, I get the custom field header under metadata, I don't actually see any of the custom fields. Any thoughts and suggestions would be appreciated. I have searched through the mailing lists and have made the changes to Ticket/Update.html and Ticket/Display.html I have also made the additions to callbacks, and have the below line in RT_SiteConfig.pm Set($CustomFieldsOnReply, 1); Any thoughts and suggestions appreciated TIA Caroline From joby at u.washington.edu Thu Oct 20 12:14:45 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 20 Oct 2005 09:14:45 -0700 Subject: [rt-users] Displaying Custom Field Information in message display In-Reply-To: <1129822591.30454.110.camel@moleshole.zebra.co.uk> References: <1129822591.30454.110.camel@moleshole.zebra.co.uk> Message-ID: <4357C275.4020003@u.washington.edu> Custom Fields have their own permissions. You need to grant people the right to view, modify, and/or administer them. Joby Walker ITI SSG, University of Washington Caroline Fletcher wrote: > Hi I am using RT 3.4.4 I have got some custom fields created, and have > enabled them with queues, however when I try and display the ticket > information, I get the custom field header under metadata, I don't > actually see any of the custom fields. Any thoughts and suggestions > would be appreciated. > > I have searched through the mailing lists and have made the changes to > Ticket/Update.html and Ticket/Display.html > > I have also made the additions to callbacks, and have the below line in > RT_SiteConfig.pm > Set($CustomFieldsOnReply, 1); > > Any thoughts and suggestions appreciated > > TIA > Caroline > > _______________________________________________ > 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 mole at zebra.co.uk Thu Oct 20 12:25:26 2005 From: mole at zebra.co.uk (Caroline Fletcher) Date: Thu, 20 Oct 2005 17:25:26 +0100 Subject: [rt-users] Displaying Custom Field Information in message display In-Reply-To: <4357C275.4020003@u.washington.edu> References: <1129822591.30454.110.camel@moleshole.zebra.co.uk> <4357C275.4020003@u.washington.edu> Message-ID: <1129825526.30454.113.camel@moleshole.zebra.co.uk> On Thu, 2005-10-20 at 09:14 -0700, Joby Walker wrote: > Custom Fields have their own permissions. You need to grant people the > right to view, modify, and/or administer them. > > Joby Walker > ITI SSG, University of Washington > I have granted rights, Administrator has rights to do view, modify , administer, others have view and modify rights. Regards Caroline From kerrboy at gmail.com Thu Oct 20 12:30:39 2005 From: kerrboy at gmail.com (Brian Kerr) Date: Thu, 20 Oct 2005 12:30:39 -0400 Subject: [rt-users] rt3+apache2+fastcgi2.4.2 crapping out after x amount of usage Message-ID: This is probably an apache/fastcgi issue rather than directly being an rt issue, but I am mailing the list to see if anyone has any recommendations or has fixed the issue before. Everything works well on our install until a certain amount of usage(20-40 minutes of normal use) elapses, at which point the fastcgi handler processes choke up and apache needs to be restarted: [Thu Oct 20 12:19:03 2005] [error] [client x.x.x.x] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: error parsing headers: malformed header 'Pragma="no-cache"' [Thu Oct 20 12:19:11 2005] [error] [client x.x.x.x] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: error parsing headers: malformed header 'Pragma="no-cache"' [Thu Oct 20 12:19:12 2005] [error] [client x.x.x.x] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: error parsing headers: malformed header 'Pragma="no-cache"' [Thu Oct 20 12:19:15 2005] [error] [client x.x.x.x] FastCGI: comm with server "/opt/rt3/bin/mason_handler.fcgi" aborted: error parsing headers: malformed header 'Pragma="no-cache"' Has anyone seen this or better yet fixed this before? Searching the threads there were several posts about it being a bug with fastcgi2.4.2 but nothing definitive. Thanks in advance, Brian From kerrboy at gmail.com Thu Oct 20 12:50:24 2005 From: kerrboy at gmail.com (Brian Kerr) Date: Thu, 20 Oct 2005 12:50:24 -0400 Subject: [rt-users] Re: rt3+apache2+fastcgi2.4.2 crapping out after x amount of usage In-Reply-To: References: Message-ID: On 10/20/05, Brian Kerr wrote: > This is probably an apache/fastcgi issue rather than directly being an > rt issue, but I am mailing the list to see if anyone has any > recommendations or has fixed the issue before. After a little more digging, it appears client attempts to Display certain tickets cause this behavior(fastcgi locking up) and it is reproduceable. From racinejp at vianet.ca Thu Oct 20 12:44:16 2005 From: racinejp at vianet.ca (J.P. Racine) Date: Thu, 20 Oct 2005 12:44:16 -0400 Subject: [rt-users] RT 3.2.3 -> 3.4.4 Message-ID: <20051020165115.713B64D81A2@diesel.bestpractical.com> I've upgraded from 3.2.3 to 3.4.4 and things are not quite working out. The DB was upgraded with the updates from 3.3.0 then 3.3.11 updates the perl deps passed but when restarting I have outgoing email issues (not mta related). (ie.) rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.3.0 rt-setup-database --dba root --prompt-for-dba-password --action acl --datadir etc/upgrade/3.3.0 rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/3.3.0 rt-setup-database --dba root --prompt-for-dba-password --action schema --datadir etc/upgrade/3.3.11 rt-setup-database --dba root --prompt-for-dba-password --action acl --datadir etc/upgrade/3.3.11 rt-setup-database --dba root --prompt-for-dba-password --action insert --datadir etc/upgrade/3.3.11 The tickets get created but I receive the following errors in syslog as well as having 'update multiple' and the 'query builder' hang until it times out with an error 550. Oct 20 12:31:31 ticket RT: Scrip Prepare 3 died. - Can't locate object method "ScripActionObj" via package "RT::Action::Notify" at /opt/rt/lib/RT/Action/SendEmail.pm line 456. Oct 20 12:24:55 ticket RT: Scrip Prepare 8 died. - Can't locate object method "ScripActionObj" via package "RT::Action::NotifyAsComment" at /opt/rt/lib/RT/Action/SendEmail.pm line 447. Did I miss something obvious upgrading the upgrade? Perl is 5.8.5 with the rt-bundle installed. Suggestions? Thank you. J.P. Racine racinejp at vianet.ca From brent at skyblue.eu.org Thu Oct 20 13:26:31 2005 From: brent at skyblue.eu.org (Brent) Date: Thu, 20 Oct 2005 18:26:31 +0100 Subject: [rt-users] Custom fields sort order Message-ID: <002401c5d59b$6a118f30$650115ac@mforma.com> Hi Is there a way to change the order of custom fields so they can be sorted alphabetically? For eg when adding items to a custom field I would like it to automatically sort the items alphabetically instead of numerically. So items inserted in this order ba aa ca ab get sorted to aa ab ba ca etc etc? -------------- next part -------------- An HTML attachment was scrubbed... URL: From AMyers at abacus-us.com Thu Oct 20 14:37:51 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Thu, 20 Oct 2005 12:37:51 -0600 Subject: [rt-users] Single Sign-On Message-ID: <205D20196806AE41A9D8A9E982659E27013BB9AA@THN-EXCLS2.dc1.doubleclick.corp> I am wondering if anyone has been able to get RT to have SSO possibly using LDAP auth as well? I am running RT 3.4.4/Apache2/fastCGI/Oracle 9g with either LDAP auth using Apache or the LDAP package for RT. Are there any mods for Apache that can handle this? We use Active Directory and I would like for users to open the web page and have RT or some other app check their NT username and pwd, and if it authenticates with AD, then automatically login to RT with the NT username. There are possibly 500 users going to use RT and I would like to avoid a huge admin headache by having SSO w/ LDAP. Any hints or ideas? Thanks! Adam -------------- next part -------------- An HTML attachment was scrubbed... URL: From Ahalya_Nathan at mudnebr.com Thu Oct 20 14:42:44 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Thu, 20 Oct 2005 13:42:44 -0500 Subject: [rt-users] Single Sign-On Message-ID: Single Sign On can be done by using the NTLM module in apache to get the Login ID from the IE browser. You can use this id to connect to the LDAP server. The LDAP contribution on the wiki will give you information about connecting to the LDAP server. I am guessing NTLM module uses mod-perl , not sure if it will work with fast-cgi. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax` ________________________________ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Myers, Adam Sent: Thursday, October 20, 2005 1:38 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Single Sign-On I am wondering if anyone has been able to get RT to have SSO possibly using LDAP auth as well? I am running RT 3.4.4/Apache2/fastCGI/Oracle 9g with either LDAP auth using Apache or the LDAP package for RT. Are there any mods for Apache that can handle this? We use Active Directory and I would like for users to open the web page and have RT or some other app check their NT username and pwd, and if it authenticates with AD, then automatically login to RT with the NT username. There are possibly 500 users going to use RT and I would like to avoid a huge admin headache by having SSO w/ LDAP. Any hints or ideas? Thanks! Adam -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers at memory.blank.org Thu Oct 20 15:17:15 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Thu, 20 Oct 2005 15:17:15 -0400 Subject: [rt-users] filling in email for WebExternalAuto In-Reply-To: References: Message-ID: <20051020191715.GX45336@blank.org> By default, when RT auto-creates a user by means of WebExternalAuto, the user thus created is a very bare shell: the Name and Gecos fields are filled in with the HTTP username, and everything else is left blank. I'm trying to get the user's email address pre-populated as well. In our system, it's a safe bet that username@$RT::Organization is a valid email address for that user, so I copied share/html/autohandler into local/html/autohandler, and edited around line 116 to add: my ($val, $msg) = $UserObj->Create( %{ref($RT::AutoCreate) %? $RT::AutoCreate : %{}}, Name => $user, Gecos => $user, EmailAddress => $user . "\@example.com", ); ...but the users are still created with blank EmailAddress fields. Is there somewhere else I should be trying to do this? -n ------------------------------------------------------------ "The internet is the best thing to ever happen to stupidity." (--James "Kibo" Parry) ---------------------------------------------------- From sterickson at gmail.com Thu Oct 20 16:02:35 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 20 Oct 2005 16:02:35 -0400 Subject: [rt-users] Started over, almost there. (Was: First-time RT install questions.) Message-ID: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> I started over. First, I aliased an ip address onto eth0 and set it up in dns as ' rt.blackdogsoft.net '. Then I configured a separate ssl virtual host for that site, and verified I could access it with a browser properly. Next, I built and installed rt as user apache, which is what my webserver runs as. rt is installed directly ito the document root. Accessing that with a browser got me to the 'Almost there!' page. I then built and installed fastcgi, as root. Continuing to follow method #1 on the wiki's fastcgiconfiguration page, I added just the entries in the example, only changing the paths to match mine. Outside the virtual host definition, I have: FastCgiIpcDir /tmp FastCgiServer /u1/www/sites/rt-secure/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 and in the virtual host definition, I have: ServerName rt.blackdogsoft.net DocumentRoot "/u1/www/sites/rt-secure/share/html" AddDefaultCharset UTF-8 AddHandler fastcgi-script fcgi ScriptAlias / /u1/www/sites/rt-secure/bin/mason_handler.fcgi/ # Use separate log files: ErrorLog /u1/www/logs/rt-secure/error_log CustomLog /u1/www/logs/rt-secure/access_log combined When I tried to access rt, the logs complained that 'FCGI.pm' couldn't be located in '@INC', so I used cpan to install it. Now I have four mason_handler.fcgi processes running, as I should. However, I'm still getting the 'Almost there!' page, when I try to access rt, and this is in the logs: [Thu Oct 20 15:49:27 2005] [error] [client 192.168.32.111] FastCGI: comm with server "/u1/www/sites/rt-secure/bin/mason_handler.fcgi" aborted: idle timeout (120 sec) [Thu Oct 20 15:49:27 2005] [error] [client 192.168.32.111] FastCGI: incomplete headers (0 bytes) received from server "/u1/www/sites/rt-secure/bin/mason_handler.fcgi" My config file has this in it: Set( $rtname, 'rt.blackdogsoft.net '); Set($Organization , "blackdogsoft.net "); Set($DatabasePassword , 'my-password-here'); I feel like I'm really close now. Could someone help me to figure out this last part, please? TIA. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Thu Oct 20 16:07:28 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 20 Oct 2005 16:07:28 -0400 Subject: [rt-users] Started over, almost there. (Was: First-time RT install questions.) In-Reply-To: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> References: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> Message-ID: <4357F900.8000803@ucrwcu.rwc.uc.edu> Shaun T. Erickson wrote: > I started over. > > First, I aliased an ip address onto eth0 and set it up in dns as > 'rt.blackdogsoft.net '. Then I configured > a separate ssl virtual host for that site, and verified I could access > it with a browser properly. > > Next, I built and installed rt as user apache, which is what my > webserver runs as. rt is installed directly ito the document root. > Accessing that with a browser got me to the 'Almost there!' page. I > then built and installed fastcgi, as root. Continuing to follow method > #1 on the wiki's fastcgiconfiguration page, I added just the entries > in the example, only changing the paths to match mine. > > Outside the virtual host definition, I have: > > FastCgiIpcDir /tmp > FastCgiServer /u1/www/sites/rt-secure/bin/mason_handler.fcgi > -idle-timeout 120 -processes 4 > > and in the virtual host definition, I have: > > ServerName rt.blackdogsoft.net > DocumentRoot "/u1/www/sites/rt-secure/share/html" > AddDefaultCharset UTF-8 > > AddHandler fastcgi-script fcgi > ScriptAlias / /u1/www/sites/rt-secure/bin/mason_handler.fcgi/ Try making this ScriptAlias /rt /u1/www/sites/rt-secure/bin/mason_handler.fcgi or removing the trailing slash from what you have. One or both of those might help you out. > > # Use separate log files: > ErrorLog /u1/www/logs/rt-secure/error_log > CustomLog /u1/www/logs/rt-secure/access_log combined > > When I tried to access rt, the logs complained that 'FCGI.pm' couldn't > be located in '@INC', so I used cpan to install it. > > Now I have four mason_handler.fcgi processes running, as I should. > However, I'm still getting the 'Almost there!' page, when I try to > access rt, and this is in the logs: > > [Thu Oct 20 15:49:27 2005] [error] [client 192.168.32.111 > ] FastCGI: comm with server > "/u1/www/sites/rt-secure/bin/mason_handler.fcgi" aborted: idle timeout > (120 sec) > [Thu Oct 20 15:49:27 2005] [error] [client 192.168.32.111 > ] FastCGI: incomplete headers (0 bytes) > received from server "/u1/www/sites/rt-secure/bin/mason_handler.fcgi" > > My config file has this in it: > > Set( $rtname, 'rt.blackdogsoft.net '); > Set($Organization , "blackdogsoft.net "); > Set($DatabasePassword , 'my-password-here'); > > I feel like I'm really close now. Could someone help me to figure out > this last part, please? TIA. > -- > -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 todd at chaka.net Thu Oct 20 15:54:40 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 20 Oct 2005 15:54:40 -0400 Subject: [rt-users] Single Sign-On In-Reply-To: References: Message-ID: <20051020195440.GA995@chaka.net> On Thu, Oct 20, 2005 at 01:42:44PM -0500, Nathan, Ahalya wrote: > Single Sign On can be done by using the NTLM module in apache to get the > Login ID from the IE browser. You can use this id to connect to the LDAP > server. The LDAP contribution on the wiki will give you information > about connecting to the LDAP server. I am guessing NTLM module uses > mod-perl , not sure if it will work with fast-cgi. > Anyone know if you can get Apache to attempt automatic authentication with IE, and if that fails fall back to letting RT do the auth? -Todd From sterickson at gmail.com Thu Oct 20 16:32:02 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 20 Oct 2005 16:32:02 -0400 Subject: [rt-users] Started over, almost there. (Was: First-time RT install questions.) In-Reply-To: <4357F900.8000803@ucrwcu.rwc.uc.edu> References: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> <4357F900.8000803@ucrwcu.rwc.uc.edu> Message-ID: <92da24e00510201332o7c8f5198u60c8743b99e9478@mail.gmail.com> On 10/20/05, Drew Barnes wrote: > > > > ScriptAlias / /u1/www/sites/rt-secure/bin/mason_handler.fcgi/ > Try making this ScriptAlias /rt > /u1/www/sites/rt-secure/bin/mason_handler.fcgi > or removing the trailing slash from what you have. One or both of those > might help you out. > Neither seemed to help. The odd thing is that I don't seem to be getting an errors in the logs anymore, to help me figure this out. I did add this to my site config file: Set($WebBaseURL , "https://rt.blackdogsoft.net"); but it didn't seem to help either. I'm really stumped. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From noyler at khimetrics.com Thu Oct 20 16:18:01 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Thu, 20 Oct 2005 13:18:01 -0700 Subject: [rt-users] Depends on without modify ticket right? Message-ID: <59B15593F41BD24591D59436E7226EAD02AE572F@Khiphx2.khimetrics.com> Using rt 3.4.4 I have permissions separated so that different units cannot modify each others tickets. I would like one unit to be able to set depends on to a ticket they cannot modify. This gives a permission denied error currently. Is there any way to give anyone with permissions the ability to link to a ticket, yet not be able to edit the ticket it's linking to? Thank you. From todd at chaka.net Thu Oct 20 16:47:00 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 20 Oct 2005 16:47:00 -0400 Subject: [rt-users] Depends on without modify ticket right? In-Reply-To: <59B15593F41BD24591D59436E7226EAD02AE572F@Khiphx2.khimetrics.com> References: <59B15593F41BD24591D59436E7226EAD02AE572F@Khiphx2.khimetrics.com> Message-ID: <20051020204700.GB995@chaka.net> On Thu, Oct 20, 2005 at 01:18:01PM -0700, Nathan Oyler wrote: > Using rt 3.4.4 > > I have permissions separated so that different units cannot modify each > others tickets. > > I would like one unit to be able to set depends on to a ticket they > cannot modify. This gives a permission denied error currently. > > Is there any way to give anyone with permissions the ability to link to > a ticket, yet not be able to edit the ticket it's linking to? > I have needed something similar and have an idea, but have not implemented it yet. Actually I see 2 possible ways: 1. Modify Ticket::_AddLink to not check for ModifyTicket on the other tickets. 2. Leave Ticket::_AddLink alone, but use Hook::LexWrap to see if the user has ModifyTicket on the other ticket and if not, grant the right, let _AddLink run, and then revoke the right. -Todd From r at elhames.co.uk Thu Oct 20 17:41:52 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 20 Oct 2005 22:41:52 +0100 Subject: [rt-users] rt3.4.4 installation References: <003401c5d57f$723eac40$0a00000a@MANTA> Message-ID: <026001c5d5bf$15b4fde0$52c593c3@tiger> > Hi, > > I have setup RT but encountered this when i restart the apache and launch > the url > > > 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." > > Any kind souls can tell me whats the next step or probably lead me to a url > which provides the steps? > Thanks in advance.. > The Readme in the rt source code. Roy > With Regards, > > Low Ee Chiang > > _______________________________________________ > 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 putzoa at gmx.de Thu Oct 20 17:48:56 2005 From: putzoa at gmx.de (Andreas Putzo) Date: Thu, 20 Oct 2005 23:48:56 +0200 Subject: [rt-users] Depends on without modify ticket right? In-Reply-To: <20051020204700.GB995@chaka.net> References: <59B15593F41BD24591D59436E7226EAD02AE572F@Khiphx2.khimetrics.com> <20051020204700.GB995@chaka.net> Message-ID: <200510202348.56221.putzoa@gmx.de> On Thursday 20 October 2005 22:47, Todd Chapman wrote: > On Thu, Oct 20, 2005 at 01:18:01PM -0700, Nathan Oyler wrote: > > Using rt 3.4.4 > > Is there any way to give anyone with permissions the ability to link > > to a ticket, yet not be able to edit the ticket it's linking to? > > I have needed something similar and have an idea, but have not > implemented it yet. Actually I see 2 possible ways: > > 1. Modify Ticket::_AddLink to not check for ModifyTicket on the > other tickets. > > 2. Leave Ticket::_AddLink alone, but use Hook::LexWrap to see > if the user has ModifyTicket on the other ticket and if not, > grant the right, let _AddLink run, and then revoke the right. > > -Todd I would appreciate, if the "Modify Ticket" right would be splitted into several pieces. All other possible rights are very fine grained - except "Modify Ticket". Eg. Set Dates, Set Last Contact, Set Status, Set Links, Increase Time Worked, etc. Andreas From jra at baylink.com Thu Oct 20 18:16:19 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 20 Oct 2005 18:16:19 -0400 Subject: [rt-users] Displaying Custom Field Information in message display In-Reply-To: <1129822591.30454.110.camel@moleshole.zebra.co.uk>; from Caroline Fletcher on Thu, Oct 20, 2005 at 04:36:31PM +0100 References: <1129822591.30454.110.camel@moleshole.zebra.co.uk> Message-ID: <20051020181619.B24140@cgi.jachomes.com> On Thu, Oct 20, 2005 at 04:36:31PM +0100, Caroline Fletcher wrote: > Hi I am using RT 3.4.4 I have got some custom fields created, and have > enabled them with queues, however when I try and display the ticket > information, I get the custom field header under metadata, I don't > actually see any of the custom fields. Any thoughts and suggestions > would be appreciated. Could you clarify whether you mean Ticket or Transaction level custom fields, and which type of screen you're looking at? (URL) 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 noyler at khimetrics.com Thu Oct 20 18:48:05 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Thu, 20 Oct 2005 15:48:05 -0700 Subject: [rt-users] Single Sign-On Message-ID: <59B15593F41BD24591D59436E7226EAD02AE5888@Khiphx2.khimetrics.com> > On Thu, Oct 20, 2005 at 01:42:44PM -0500, Nathan, Ahalya wrote: > > Single Sign On can be done by using the NTLM module in apache to get the > > Login ID from the IE browser. You can use this id to connect to the LDAP > > server. The LDAP contribution on the wiki will give you information > > about connecting to the LDAP server. I am guessing NTLM module uses > > mod-perl , not sure if it will work with fast-cgi. > > > > Anyone know if you can get Apache to attempt automatic authentication > with IE, and if that fails fall back to letting RT do the auth? > > -Todd I do this with the LDAP overlay instead of apache. It attempts LDAP, and then if that fails falls back to RT for auth. It may actually try RT first, then LDAP. Works though. From lvanderf at internode.com.au Thu Oct 20 22:21:47 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Fri, 21 Oct 2005 11:51:47 +0930 Subject: [rt-users] adding to wiki Message-ID: <435850BB.7030902@internode.com.au> Hi. I'd like to add my experience of upgrading RT in the wiki. How do make an addition and how do I get a login or whatever? Thanks. Kind regards. -- Luke From blkline at attglobal.net Thu Oct 20 23:12:54 2005 From: blkline at attglobal.net (Barry L. Kline) Date: Thu, 20 Oct 2005 23:12:54 -0400 Subject: [rt-users] Custom Condition for "Is A Member Of A Group" Message-ID: <43585CB6.9070500@attglobal.net> I'm trying to create a custom condition that will execute a scrip when a new ticket is created, but only if the submitter is not a part of a group. Specifically, we want to be notified if someone who is not a member of our group creates a new ticket. We typically create tickets via the web interface, so we're signed in when the ticket it created. It'd be nice if this would work using rt-mailgate, too. I created the following custom condition (based on one of the contributed wiki scrips), but the scrip fails to fire whether the ticket is created by a group member or not. Any suggestions would be greatly appreciated. My custom condition is: if ($self->TransactionObj->Type eq 'Create') { my $GroupObj = RT::Group->new( $session{ 'CurrentUser' } ); my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); $PrincipalObj->Load( $session{ 'CurrentUser' }->id ); $GroupObj->LoadUserDefinedGroup( 'IT_dept' ); my $HasMember = $GroupObj->HasMemberRecursively( $PrincipalObj ); return 0 if $HasMember; return 1; } else { return 0; } From todd at chaka.net Thu Oct 20 23:30:14 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 20 Oct 2005 23:30:14 -0400 Subject: [rt-users] Single Sign-On In-Reply-To: <59B15593F41BD24591D59436E7226EAD02AE5888@Khiphx2.khimetrics.com> References: <59B15593F41BD24591D59436E7226EAD02AE5888@Khiphx2.khimetrics.com> Message-ID: <20051021033014.GC995@chaka.net> But what I want to do is have Apache try passwordless NTLM witn my IE client, and then if that fails let RT handle authentication. -Todd On Thu, Oct 20, 2005 at 03:48:05PM -0700, Nathan Oyler wrote: > > On Thu, Oct 20, 2005 at 01:42:44PM -0500, Nathan, Ahalya wrote: > > > Single Sign On can be done by using the NTLM module in apache to get > the > > > Login ID from the IE browser. You can use this id to connect to the > LDAP > > > server. The LDAP contribution on the wiki will give you information > > > about connecting to the LDAP server. I am guessing NTLM module uses > > > mod-perl , not sure if it will work with fast-cgi. > > > > > > > Anyone know if you can get Apache to attempt automatic authentication > > with IE, and if that fails fall back to letting RT do the auth? > > > > -Todd > > I do this with the LDAP overlay instead of apache. > > It attempts LDAP, and then if that fails falls back to RT for auth. It > may actually try RT first, then LDAP. Works though. From todd at chaka.net Thu Oct 20 23:37:14 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 20 Oct 2005 23:37:14 -0400 Subject: [rt-users] Custom Condition for "Is A Member Of A Group" In-Reply-To: <43585CB6.9070500@attglobal.net> References: <43585CB6.9070500@attglobal.net> Message-ID: <20051021033714.GD995@chaka.net> On Thu, Oct 20, 2005 at 11:12:54PM -0400, Barry L. Kline wrote: > I'm trying to create a custom condition that will execute a scrip when a > new ticket is created, but only if the submitter is not a part of a > group. Specifically, we want to be notified if someone who is not a > member of our group creates a new ticket. We typically create tickets > via the web interface, so we're signed in when the ticket it created. > It'd be nice if this would work using rt-mailgate, too. > > I created the following custom condition (based on one of the > contributed wiki scrips), but the scrip fails to fire whether the ticket > is created by a group member or not. Any suggestions would be greatly > appreciated. > > > My custom condition is: > > if ($self->TransactionObj->Type eq 'Create') { > my $GroupObj = RT::Group->new( $session{ 'CurrentUser' } ); > my $PrincipalObj = RT::Principal->new( $session{ 'CurrentUser' } ); > $PrincipalObj->Load( $session{ 'CurrentUser' }->id ); > $GroupObj->LoadUserDefinedGroup( 'IT_dept' ); > my $HasMember = $GroupObj->HasMemberRecursively( $PrincipalObj ); > return 0 if $HasMember; > return 1; > } else { > return 0; > } Does the CurrentUser have SeeGroup rights on IT_dept? Also, I don't think $session{CurrentUser} is defined for transactions created by an incoming e-mail. I could be wrong though. Try this: if ($self->TransactionObj->Type eq 'Create') { my $GroupObj = RT::Group->new( $RT::SystemUser ); $GroupObj->LoadUserDefinedGroup( 'IT_dept' ); return $GroupObj->HasMemberRecursively( $self->CurrentUser->PrincipalObj ); } From chris at cs.brandeis.edu Fri Oct 21 00:04:06 2005 From: chris at cs.brandeis.edu (Chris Allison) Date: Fri, 21 Oct 2005 00:04:06 -0400 Subject: [rt-users] adding to wiki In-Reply-To: <435850BB.7030902@internode.com.au> References: <435850BB.7030902@internode.com.au> Message-ID: On Oct 20, 2005, at 10:21 PM, Luke Vanderfluit wrote: > I'd like to add my experience of upgrading RT in the wiki. > How do make an addition and how do I get a login or whatever? To edit any article, click "Edit" at the top of the page. To create a page, go to http://wiki.bestpractical.com/index.cgi?page_name if the page exists, you can click the above mentioned edit link. If not, you'll be immediately dropped to an edit field. To get a personalized name, go to http://wiki.bestpractical.com/index.cgi?action=user_preferences and enter in the name you want to have. No passwords or logins involved. For more info see http://wiki.bestpractical.com/index.cgi?KwikiHelpIndex -Chris Allison -- Brandeis University CS Dept. Systems Operations Guru http://www.cs.brandeis.edu/~guru/ From don.vick at gmail.com Fri Oct 21 08:57:44 2005 From: don.vick at gmail.com (Don Vick) Date: Fri, 21 Oct 2005 08:57:44 -0400 Subject: [rt-users] Single Sign-On In-Reply-To: <20051021033014.GC995@chaka.net> References: <59B15593F41BD24591D59436E7226EAD02AE5888@Khiphx2.khimetrics.com> <20051021033014.GC995@chaka.net> Message-ID: Not sure if this fits for you, but we do this sort of thing with mod_perl. Our authentication handler (a Perl module) has logic to first try a Radius server, and then a database of people who registered via the Internet. To get Apache to fall back to RT, you might need a combination of two RT config settings: WebExternal Auth (to let Apache try the authent), along with WebFallBackToInternalAuth, to let RT try if the first one fails. Haven't tried this, but it looks promising. On 10/20/05, Todd Chapman wrote: > > But what I want to do is have Apache try passwordless NTLM > witn my IE client, and then if that fails let RT handle > authentication. > > -Todd > > On Thu, Oct 20, 2005 at 03:48:05PM -0700, Nathan Oyler wrote: > > > On Thu, Oct 20, 2005 at 01:42:44PM -0500, Nathan, Ahalya wrote: > > > > Single Sign On can be done by using the NTLM module in apache to get > > the > > > > Login ID from the IE browser. You can use this id to connect to the > > LDAP > > > > server. The LDAP contribution on the wiki will give you information > > > > about connecting to the LDAP server. I am guessing NTLM module uses > > > > mod-perl , not sure if it will work with fast-cgi. > > > > > > > > > > Anyone know if you can get Apache to attempt automatic authentication > > > with IE, and if that fails fall back to letting RT do the auth? > > > > > > -Todd > > > > I do this with the LDAP overlay instead of apache. > > > > It attempts LDAP, and then if that fails falls back to RT for auth. It > > may actually try RT first, then LDAP. Works though. > _______________________________________________ > 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 Ahalya_Nathan at mudnebr.com Fri Oct 21 09:18:58 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Fri, 21 Oct 2005 08:18:58 -0500 Subject: [rt-users] Single Sign-On Message-ID: By using the Apache2::AuthenNTLM/ Apache::AuthenNTLM Authentication Handler you can do that. The NTLM gives the username and domain name from the IE client. Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Thursday, October 20, 2005 10:30 PM To: Nathan Oyler Cc: Nathan, Ahalya; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Single Sign-On But what I want to do is have Apache try passwordless NTLM witn my IE client, and then if that fails let RT handle authentication. -Todd On Thu, Oct 20, 2005 at 03:48:05PM -0700, Nathan Oyler wrote: > > On Thu, Oct 20, 2005 at 01:42:44PM -0500, Nathan, Ahalya wrote: > > > Single Sign On can be done by using the NTLM module in apache to get > the > > > Login ID from the IE browser. You can use this id to connect to the > LDAP > > > server. The LDAP contribution on the wiki will give you information > > > about connecting to the LDAP server. I am guessing NTLM module uses > > > mod-perl , not sure if it will work with fast-cgi. > > > > > > > Anyone know if you can get Apache to attempt automatic authentication > > with IE, and if that fails fall back to letting RT do the auth? > > > > -Todd > > I do this with the LDAP overlay instead of apache. > > It attempts LDAP, and then if that fails falls back to RT for auth. It > may actually try RT first, then LDAP. Works though. From einar.fagertun at cc.uit.no Fri Oct 21 09:40:45 2005 From: einar.fagertun at cc.uit.no (Einar Fagertun) Date: Fri, 21 Oct 2005 15:40:45 +0200 Subject: [rt-users] Question 1 of 2:how to create an E-mail template showing the whole history of a ticket, but only comments andcorrespondance Message-ID: Hi I am trying to figure out how to create a template that send the whole ticket history in the mail, but only the comments and correspondance in this regard (not status change, owner change, status resolved, status opened etc) The reason for this is because we have a person who has bad eyesight and need to use his e-mail client to respond to cases. I am using RT 3.4.2 Mvh: --- Einar Fagertun --- --- Orakelet/UiT? --- --- Tlf: 776 46801 --- - http://orakel.uit.no - From einar.fagertun at cc.uit.no Fri Oct 21 09:47:27 2005 From: einar.fagertun at cc.uit.no (Einar Fagertun) Date: Fri, 21 Oct 2005 15:47:27 +0200 Subject: [rt-users] Question 2 of 2: Is it possible to send commands to RT throug e-mail Message-ID: Hi Is it possible for a user to resolve a ticket (give a ticket the status resolved)trough an e-mail triggered command? The reason for this is because we have a person who has bad eyesight and need to use his e-mail client to respond to cases. I am using RT 3.4.2 Mvh: --- Einar Fagertun --- --- Orakelet/UiT? --- --- Tlf: 776 46801 --- - http://orakel.uit.no - From nixon at nsc.liu.se Fri Oct 21 10:03:41 2005 From: nixon at nsc.liu.se (Leif Nixon) Date: Fri, 21 Oct 2005 16:03:41 +0200 Subject: [rt-users] Email output encoding and "RT Essentials" Message-ID: Browsing through my copy of the excellent "RT Essentials", I was overjoyed to find this sentence at the bottom of page 119: When sending messages back out, RT looks at a site's list of preferred encodings, picks the most apropriate[sic] one, and re-encodes the message. This is exactly what I need! I'd really, really like outgoing e-mails to be encoded in the simplest applicable encoding in the list (us-ascii, iso-8859-1, utf-8). However, this doesn't seem to be implemented as of the RT 3.5.5 snapshot, or am I mistaken? -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From jesse at bestpractical.com Fri Oct 21 10:28:38 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 21 Oct 2005 10:28:38 -0400 Subject: [rt-users] Email output encoding and "RT Essentials" In-Reply-To: References: Message-ID: <20051021142838.GX26005@bestpractical.com> On Fri, Oct 21, 2005 at 04:03:41PM +0200, Leif Nixon wrote: > Browsing through my copy of the excellent "RT Essentials", I was > overjoyed to find this sentence at the bottom of page 119: > > When sending messages back out, RT looks at a site's list of > preferred encodings, picks the most apropriate[sic] one, and re-encodes > the message. > > This is exactly what I need! I'd really, really like outgoing e-mails > to be encoded in the simplest applicable encoding in the list > (us-ascii, iso-8859-1, utf-8). > > However, this doesn't seem to be implemented as of the RT 3.5.5 > snapshot, or am I mistaken? It should encoding in the first valid option in that list. What behaviour are you seeing? Jesse > > -- > Leif Nixon - Systems expert > ------------------------------------------------------------ > National Supercomputer Centre - Linkoping University > ------------------------------------------------------------ > _______________________________________________ > 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 nixon at nsc.liu.se Fri Oct 21 10:45:43 2005 From: nixon at nsc.liu.se (Leif Nixon) Date: Fri, 21 Oct 2005 16:45:43 +0200 Subject: [rt-users] Email output encoding and "RT Essentials" In-Reply-To: <20051021142838.GX26005@bestpractical.com> (Jesse Vincent's message of "Fri, 21 Oct 2005 10:28:38 -0400") References: <20051021142838.GX26005@bestpractical.com> Message-ID: Jesse Vincent writes: > On Fri, Oct 21, 2005 at 04:03:41PM +0200, Leif Nixon wrote: >> This is exactly what I need! I'd really, really like outgoing e-mails >> to be encoded in the simplest applicable encoding in the list >> (us-ascii, iso-8859-1, utf-8). >> >> However, this doesn't seem to be implemented as of the RT 3.5.5 >> snapshot, or am I mistaken? > > It should encoding in the first valid option in that list. > What behaviour are you seeing? OK, now I have had another look at the code, and it seems I was confused. Still am, for that matter. 8^) What I was longing for was to be able to say something like @EmailOutputEncodings = qw(us-ascii iso-8859-1 utf-8); in RT_SiteConfig.pm, and *that* functionality doesn't seem to be there. 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? -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From todd at chaka.net Fri Oct 21 10:33:21 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 21 Oct 2005 10:33:21 -0400 Subject: [rt-users] Single Sign-On In-Reply-To: References: Message-ID: <20051021143321.GE995@chaka.net> Yes, but if the NTLM authentication fails can Apache let the user in anyway so that RT can handle the auth? On Fri, Oct 21, 2005 at 08:18:58AM -0500, Nathan, Ahalya wrote: > By using the Apache2::AuthenNTLM/ Apache::AuthenNTLM Authentication > Handler you can do that. The NTLM gives the username and domain name > from the IE client. > > Ahalya Nathan > Senior Programmer / Analyst > Information Technology, Metropolitan Utilities District > (402) 504-7180 phone > (402) 504-5180 fax > > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Thursday, October 20, 2005 10:30 PM > To: Nathan Oyler > Cc: Nathan, Ahalya; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Single Sign-On > > But what I want to do is have Apache try passwordless NTLM > witn my IE client, and then if that fails let RT handle > authentication. > > -Todd > > On Thu, Oct 20, 2005 at 03:48:05PM -0700, Nathan Oyler wrote: > > > On Thu, Oct 20, 2005 at 01:42:44PM -0500, Nathan, Ahalya wrote: > > > > Single Sign On can be done by using the NTLM module in apache to > get > > the > > > > Login ID from the IE browser. You can use this id to connect to > the > > LDAP > > > > server. The LDAP contribution on the wiki will give you > information > > > > about connecting to the LDAP server. I am guessing NTLM module > uses > > > > mod-perl , not sure if it will work with fast-cgi. > > > > > > > > > > Anyone know if you can get Apache to attempt automatic > authentication > > > with IE, and if that fails fall back to letting RT do the auth? > > > > > > -Todd > > > > I do this with the LDAP overlay instead of apache. > > > > It attempts LDAP, and then if that fails falls back to RT for auth. It > > may actually try RT first, then LDAP. Works though. From nixon at nsc.liu.se Fri Oct 21 11:22:57 2005 From: nixon at nsc.liu.se (Leif Nixon) Date: Fri, 21 Oct 2005 17:22:57 +0200 Subject: [rt-users] Email output encoding and "RT Essentials" In-Reply-To: (Leif Nixon's message of "Fri, 21 Oct 2005 16:45:43 +0200") References: <20051021142838.GX26005@bestpractical.com> Message-ID: 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 $EmailOutputEncoding from its default value utf-8 to us-ascii, > I should get my dream behaviour already in RT 3.4.4, right? No, actually I don't understand SetMIMEEntityToEncoding in I18N.pm at all. First it does "$charset = _FindOrGuessCharset($entity)" to guess the current encoding, then it does Encode::from_to( $lines[$_], $charset => $enc ) for ( 0 .. $#lines ); where $enc is $EmailOutputEncoding. Now, this will not fail even if the body can't be encoded into $enc, since the optional CHECK argument to from_to is missing. However, if the from_to call still manages to fail, the function tries Encode::from_to( $lines[$_], 'iso-8859-1' => $enc ) for ( 0 .. $#lines ); instead. Perhaps the reasoning here is that _FindOrGuessCharset might guess incorrectly, and that the encoding might work if we interpret the body as iso-8859-1 instead? Anyway, the result of all this is that the mail will be forcibly encoded into $EmailOutputEncoding, whether it's possible or not. -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 21 12:14:37 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 21 Oct 2005 12:14:37 -0400 Subject: [rt-users] Started over, almost there. (Was: First-time RT install questions.) In-Reply-To: <92da24e00510201332o7c8f5198u60c8743b99e9478@mail.gmail.com> References: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> <4357F900.8000803@ucrwcu.rwc.uc.edu> <92da24e00510201332o7c8f5198u60c8743b99e9478@mail.gmail.com> Message-ID: <435913ED.10405@ucrwcu.rwc.uc.edu> Shaun T. Erickson wrote: > > > On 10/20/05, *Drew Barnes* > wrote: > > > > ScriptAlias / > /u1/www/sites/rt-secure/bin/mason_handler.fcgi/ > Try making this ScriptAlias /rt > /u1/www/sites/rt-secure/bin/mason_handler.fcgi > or removing the trailing slash from what you have. One or both of > those > might help you out. > > > Neither seemed to help. The odd thing is that I don't seem to be > getting an errors in the logs anymore, to help me figure this out. > > I did add this to my site config file: > > Set($WebBaseURL , "https://rt.blackdogsoft.net") > ; > > but it didn't seem to help either. I'm really stumped. You did stop apache completely and then start it, right? As I recall, a simple restart doesn't always do it. Perhaps stop apache, empty the mason cache (rm -rf rtdir/var/mason_data/obj/*) and then start apache again? > -- > -ste -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 21 12:16:43 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 21 Oct 2005 12:16:43 -0400 Subject: [rt-users] Question 2 of 2: Is it possible to send commands to RT throug e-mail In-Reply-To: References: Message-ID: <4359146B.6090304@ucrwcu.rwc.uc.edu> Einar Fagertun wrote: > Hi > > Is it possible for a user to resolve a ticket (give a ticket the status resolved)trough an e-mail triggered command? > http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail > The reason for this is because we have a person who has bad eyesight and need to use his e-mail client to respond to cases. > > I am using RT 3.4.2 > > Mvh: > --- Einar Fagertun --- > --- Orakelet/UiT? --- > --- Tlf: 776 46801 --- > - http://orakel.uit.no - > > _______________________________________________ > 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 mthomas at hannastrategies.com Fri Oct 21 12:03:59 2005 From: mthomas at hannastrategies.com (Michael Thomas) Date: Fri, 21 Oct 2005 12:03:59 -0400 Subject: [rt-users] where can I download WinXP version of RT Message-ID: Hi, To demonstrate how great RT is, I would like to install it on my local (windows XP) machine and run it with either SQL Server or MySQL. Where can I get a Windows version to download? Do I need Cygwin to run it on Windows? When I have demonstrated how good RT is, I will move it off to a linux server. Thanks mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers at memory.blank.org Fri Oct 21 12:36:03 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Fri, 21 Oct 2005 12:36:03 -0400 Subject: [rt-users] Web.pm WebExternalAutoInfo overlay In-Reply-To: References: Message-ID: <20051021163603.GC45336@blank.org> I'm trying to redefine the WebExternalAutoInfo method, so that autocreated users by default are unprivileged. To do this, I've created a Web_Local.pm file in $RTHOME/lib/RT/Interface: http://blank.org/memory/work/Web_Local.pm.txt The only difference between this and the base WebExternalAutoInfo() method is that $user_info{'Privileged'} is set to 0 instead of 1. But yet... autocreated users are still getting created as privileged users. The Web_Local.pm file is mode 755, and RT makes no complaints about not being able to evaluate it. I've flushed the mason cache and restarted Apache. If I make the change to the base WebExternalAutoInfo method in Web.pm, it works. Am I missing something? -n ------------------------------------------------------------ "What a depressing, predictable arc. YAY LOOK AT US FLYING UP INTO THE SKY!!! HONK!!! THE TOILET. HELP!!!! HURKGLGHLGPTHGLHGLBHLGPTH **FLUSH** NEXT." (--www.leisuretown.com) http://blank.org/memory/>---------------------------------------------------- From sturner at MIT.EDU Fri Oct 21 15:01:18 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 21 Oct 2005 15:01:18 -0400 Subject: [rt-users] Question 1 of 2:how to create an E-mail template showing the whole history of a ticket, but only comments andcorrespondance In-Reply-To: Message-ID: <5.2.1.1.2.20051021145928.023dfc40@po14.mit.edu> At Friday 10/21/2005 09:40 AM, Einar Fagertun wrote: >Hi > >I am trying to figure out how to create a template that send the whole >ticket history in the mail, but only the comments and correspondance in >this regard (not status change, owner change, status resolved, status >opened etc) Look here - >http://wiki.bestpractical.com/index.cgi?AddTicketHistoryToMail It looks like this example lists only correspondence, but it should be easy to include comments too. Steve From harrison at itrd.gov Fri Oct 21 16:35:09 2005 From: harrison at itrd.gov (Harrison, William ) Date: Fri, 21 Oct 2005 16:35:09 -0400 Subject: [rt-users] Logout error Message-ID: <01A46D03C041D64798A18E5A14947AC3119540@NCOEXCHANGE.itrd.gov> After some poking around, it looks as though Logout.html wasn't actually being processed by Apache, but instead simply being spit back to the browser (right-click on the logout link and save the page locally, then look at the code - can you see Perl in there?). So why isn't Logout being processed? Because it is in the /opt/rt3/share/html/NoAuth directory, and I had configured Apache to not process stuff in NoAuth. Specifically, I had this in my httpd.conf: Alias /NoAuth /opt/rt3/share/html/NoAuth What I really needed to do was process the files in NoAuth, but not the images, like this: Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images Make the change, stop Apache, clear out the Mason cache (rm -rf /opt/rt3/var/mason_data/obj/*), clear your browser's cache (Mozilla wanted to keep everything), and restart Apache. You should now be able to a) log out, and b) still see the Best Practical logo... -William On 8/30/05, Robert Bell wrote: > I've seen this SEVERAL times in the archive and the threads just died. > Has there been any resolution to this error? I'm running RT 3.5.2/Mason > 1.3101/FastCGI > > http://gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=all&search_string=%253C%25%24URL%25%253E&search_type=AND From kerrboy at gmail.com Fri Oct 21 17:04:26 2005 From: kerrboy at gmail.com (Brian Kerr) Date: Fri, 21 Oct 2005 17:04:26 -0400 Subject: [rt-users] Logout error In-Reply-To: References: <01A46D03C041D64798A18E5A14947AC35BA3E7@NCOEXCHANGE.itrd.gov> Message-ID: Yeah - I had done the Alias on /NoAuth/images but only after I had it first aliased as /NoAuth - the mason cache was the culprit. > On 10/21/05, Harrison, William wrote: > > Do I get your kudos? > > > > After some poking around, it looks as though Logout.html wasn't actually being processed by Apache, but instead simply being spit back to the browser (right-click on the logout link and save the page locally, then look at the code - can you see Perl in there?). > > > > So why isn't Logout being processed? Because it is in the /opt/rt3/share/html/NoAuth directory, and I had configured Apache to not process stuff in NoAuth. Specifically, I had this in my httpd.conf: > > Alias /NoAuth /opt/rt3/share/html/NoAuth > > > > What I really needed to do was process the files in NoAuth, but not the images, like this: > > Alias /NoAuth/images /opt/rt3/share/html/NoAuth/images > > > > Make the change, stop Apache, clear out the Mason cache (rm -rf /opt/rt3/var/mason_data/obj/*), clear your browser's cache (Mozilla wanted to keep everything), and restart Apache. You should now be able to a) log out, and b) still see the Best Practical logo... > > > > > > > > > > > > > > > > -----Original Message----- > > From: Brian Kerr [mailto:kerrboy at gmail.com] > > Sent: Tuesday, October 18, 2005 2:37 PM > > To: Robert Bell > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Logout error > > > > > > On 8/30/05, Robert Bell wrote: > > > I've seen this SEVERAL times in the archive and the threads just died. > > > Has there been any resolution to this error? I'm running RT 3.5.2/Mason > > > 1.3101/FastCGI > > > > > > http://gossamer-threads.com/lists/engine?list=rt&do=search_results&search_forum=all&search_string=%253C%25%24URL%25%253E&search_type=AND > > > > As annoying as this little bug is, a fix is trivial: kudos to anyone > > who finds the real culprit. > > > > diff of Logout.html > > > > < <&|/l&>You're welcome to login again > > --- > > > <&|/l&>You're welcome to login again > > _______________________________________________ > > 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 r at elhames.co.uk Fri Oct 21 17:56:20 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 21 Oct 2005 22:56:20 +0100 Subject: [rt-users] Question 2 of 2: Is it possible to send commands to RTthroug e-mail References: Message-ID: <010c01c5d68a$45627b00$52c593c3@tiger> You can do that via scrips, create scrip with condition to look for a particular string (eg SetTicketStatus=Resolved) in the correspondence ,and action to Set the ticket to resolved, then get the users that wish to resolve a ticket via mail to include that sting in the email. Roy ----- Original Message ----- From: "Einar Fagertun" To: Sent: Friday, October 21, 2005 2:47 PM Subject: [rt-users] Question 2 of 2: Is it possible to send commands to RTthroug e-mail Hi Is it possible for a user to resolve a ticket (give a ticket the status resolved)trough an e-mail triggered command? The reason for this is because we have a person who has bad eyesight and need to use his e-mail client to respond to cases. I am using RT 3.4.2 Mvh: --- Einar Fagertun --- --- Orakelet/UiT? --- --- Tlf: 776 46801 --- - http://orakel.uit.no - _______________________________________________ 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 weqaar at yahoo.com Fri Oct 21 17:49:26 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Fri, 21 Oct 2005 14:49:26 -0700 (PDT) Subject: [rt-users] Ticket's owner change Time Message-ID: <20051021214926.35300.qmail@web54407.mail.yahoo.com> How to find/get certain Ticket's owner change/modify time? The time when the ticket's ownership was changed from Nobody to any other, e.g. $Ticket->Created is the time when the ticket was created! Thanks, Weq __________________________________ Yahoo! FareChase: Search multiple travel sites in one click. http://farechase.yahoo.com From lists at akphs.com Fri Oct 21 17:57:35 2005 From: lists at akphs.com (Phil Smith III) Date: Fri, 21 Oct 2005 17:57:35 -0400 Subject: [rt-users] Theology question Message-ID: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> I'm setting up RT, and feeling like there's a slight blurring (which works to the advantage of the administrator, so I'm not complaining!) between queues. What I notice is that if I have two queues, "apple" and "banana", it appears that I can send a comment back to an existing ticket in "banana" but send it via the "apple" email address. Where this works to my advantage is that, in this early stage of deployment, I have a single email address - rt at xxx.com -- which is being processed via fetchmail. So a new ticket gets created by sending mail to that address. It goes into the default queue, which I've renamed from General to Incoming. Once a ticket gets picked up, it gets moved to the appropriate queue. But comments sent back to rt at xxx.com, with the appropriate magic string in the Subject: line, get appended correctly. Like I said, this isn't upsetting me -- it's making my life easier! -- but I wanted to be sure I was understanding it. This leads to a closely related theology question: Do I really *need* separate email addresses for each queue? Clearly if the load is great enough, or separate groups are handling them, or there's a queue that triggers a pager event, this would be A Good Thing. But are there other reasons? Currently I'm planning on using the single address; if load/other events suggest more than one, I'll use apple-issues at xxx.com, banana-issues at xxx.com, etc., and kill rt at xxx.com (that's one way to retrain the users, eh?). Any wisdom the group can impart on this would be appreciated! ...phsiii From joby at u.washington.edu Fri Oct 21 18:04:57 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 21 Oct 2005 15:04:57 -0700 Subject: [rt-users] Theology question In-Reply-To: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> Message-ID: <43596609.1000402@u.washington.edu> Separate email addresses would be needed if you wanted users to direct "apple" questions to the "apple" queue (etc). But if your users wouldn't know the difference between an apple or banana then one email address would be best so you can sort the apples from the bananas and respond from the proper queue -- with the user blissfully unaware of this complexity. Joby Walker ITI SSG, University of Washington Phil Smith III wrote: > I'm setting up RT, and feeling like there's a slight blurring (which works to the advantage of the administrator, so I'm not complaining!) between queues. What I notice is that if I have two queues, "apple" and "banana", it appears that I can send a comment back to an existing ticket in "banana" but send it via the "apple" email address. > > Where this works to my advantage is that, in this early stage of deployment, I have a single email address - rt at xxx.com -- which is being processed via fetchmail. > > So a new ticket gets created by sending mail to that address. It goes into the default queue, which I've renamed from General to Incoming. > > Once a ticket gets picked up, it gets moved to the appropriate queue. But comments sent back to rt at xxx.com, with the appropriate magic string in the Subject: line, get appended correctly. > > Like I said, this isn't upsetting me -- it's making my life easier! -- but I wanted to be sure I was understanding it. > > This leads to a closely related theology question: Do I really *need* separate email addresses for each queue? Clearly if the load is great enough, or separate groups are handling them, or there's a queue that triggers a pager event, this would be A Good Thing. But are there other reasons? > > Currently I'm planning on using the single address; if load/other events suggest more than one, I'll use apple-issues at xxx.com, banana-issues at xxx.com, etc., and kill rt at xxx.com (that's one way to retrain the users, eh?). > > Any wisdom the group can impart on this would be appreciated! > > ...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 From les at futuresource.com Fri Oct 21 18:42:25 2005 From: les at futuresource.com (Les Mikesell) Date: Fri, 21 Oct 2005 17:42:25 -0500 Subject: [rt-users] Theology question In-Reply-To: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> Message-ID: <1129934545.9473.192.camel@moola.futuresource.com> On Fri, 2005-10-21 at 16:57, Phil Smith III wrote: > This leads to a closely related theology question: Do I really > *need* separate email addresses for each queue? If you need the initial message to be directed to a specific queue, you need separate aliases for them. Once in RT, it is normal and expected that messages may be moved among queues and it is likely that when a reply to an existing ticket returns, the ticket itself will be in a different queue than when the last email was sent. Thus the ticket number is always used to match up with the corresponding ticket number regardless of it's current queue assignment. -- Les Mikesell les at futuresource.com From rtusers at memory.blank.org Fri Oct 21 18:46:19 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Fri, 21 Oct 2005 18:46:19 -0400 Subject: [rt-users] The holy grail: RT, Apache/unix, and Active Directory Single Sign-On (yes, really) In-Reply-To: <43596609.1000402@u.washington.edu> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> Message-ID: <20051021224619.GE45336@blank.org> For values of "success" that may or may not be entirely local to my organization, I think I've finally cracked it: http://blank.org/memory/output/rt-ad-sso.html Comments, corrections and hints gladly appreciated. One small note: in my personal instance, I was not able to get the Web_Local.pm overlay to work (see my last message to rt-users), and ended up setting "$user_info{'Privileged'} = 0;" in Web.pm directly. -n ------------------------------------------------------------ "When JFK was killed, America lost its innocence. Now, several Kennedy deaths later, we've all learned to just laugh at it. Pretty soon we'll be killing them for fun." (--The Onion) ---------------------------------------------------- From keith at midnighthax.com Fri Oct 21 18:31:37 2005 From: keith at midnighthax.com (Keith Edmunds) Date: Fri, 21 Oct 2005 23:31:37 +0100 Subject: [rt-users] Theology question In-Reply-To: <43596609.1000402@u.washington.edu> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> Message-ID: <43596C49.4000803@midnighthax.com> This thread reminds me that I have a similar question. I'd like to set up two incoming email addresses with both feeding to the same queue. Mails to lowprio at xxx should create tickets with initial priority = X whereas mails to highprio at xxx should create tickets with initial priority = Y. How would I go about doing this? Thanks From racinejp at vianet.ca Fri Oct 21 18:56:41 2005 From: racinejp at vianet.ca (J.P. Racine) Date: Fri, 21 Oct 2005 18:56:41 -0400 Subject: [rt-users] RT 3.2.3 -> 3.4.4 In-Reply-To: Message-ID: <20051021225659.934154D809B@diesel.bestpractical.com> The speed issues are related to SELECT DISTICT where using the query builder causes a timeout ( past what fastcgi is set to 120-240 ) FastCGI 2.4.2 Apache 1.3.34 Mysql 4.1.15 3 Query SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 WHERE ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain = 'RT::Queue-Role' ) ) AND Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue') ) ORDER BY main.Name ASC 051021 18:31:59 4 Query SELECT * FROM Users WHERE id = '1' Should I be flushing tables of cached Principle/Group data? Would the procedure be to list deleted then shred them? If not how are the rest of you doing it? From todd at chaka.net Fri Oct 21 19:06:36 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 21 Oct 2005 19:06:36 -0400 Subject: [rt-users] Theology question In-Reply-To: <43596C49.4000803@midnighthax.com> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <43596C49.4000803@midnighthax.com> Message-ID: <20051021230636.GI995@chaka.net> On Fri, Oct 21, 2005 at 11:31:37PM +0100, Keith Edmunds wrote: > This thread reminds me that I have a similar question. I'd like to set > up two incoming email addresses with both feeding to the same queue. > Mails to lowprio at xxx should create tickets with initial priority = X > whereas mails to highprio at xxx should create tickets with initial > priority = Y. How would I go about doing this? > I would create an OnCreate scrip that checks the headers to see which e-mail address the ticket was sent to and modify the priority based on that. I looked at passing it as an option to rt-mailgate but the method wasn't immediately obvious. -Todd From rt at kenrobertson.com Fri Oct 21 19:24:26 2005 From: rt at kenrobertson.com (ken robertson) Date: Sat, 22 Oct 2005 09:24:26 +1000 Subject: [rt-users] where can I download WinXP version of RT In-Reply-To: References: Message-ID: <435978AA.7030202@kenrobertson.com> Michael Thomas said the following on 22/10/2005 2:03 AM: > Hi, > > > > To demonstrate how great RT is, I would like to install it on my local > (windows XP) machine and run it with either SQL Server or MySQL. > > > > Where can I get a Windows version to download? > > > > Do I need Cygwin to run it on Windows? > G'day, http://wiki.bestpractical.com/index.cgi?WindowsOSInstallGuide points to a 3.0.12 package, but there's also a 3.4.0 package there now. -- Regards Ken My weight is perfect for my height... which varies. From steve.rieger at tbwachiat.com Sat Oct 22 01:26:44 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Sat, 22 Oct 2005 01:26:44 -0400 Subject: [rt-users] perl erroc on dbix Message-ID: [Sat Oct 22 00:54:48 2005] [error] Unable to load DBIx::SearchBuilder database handle for 'mysql'.\nPerhaps you've picked an invalid database type or spelled it incorrectly.\nCan't locate DBIx/ SearchBuilder/Handle/mysql.pm in @INC (@INC contains: /usr/local/ rt344/local/lib /usr/local/rt344/lib /http/WebGUI/lib /usr/local/lib/ perl5/5.8.7/sun4-solaris /usr/local/lib/perl5/5.8.7 /usr/local/lib/ perl5/site_perl/5.8.7/sun4-solaris /usr/local/lib/perl5/site_perl/ 5.8.7 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/ apache/lib/perl) at (eval 478) line 1.\nBEGIN failed--compilation aborted at (eval 478) line 1.\nCompilation failed in require at /usr/ local/rt344/lib/RT.pm line 172.\n in apache logs but i do have it /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle/mysql.pm any ideas this is on solaris 10 with mod_perl as static on apache 1.3.33 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 jesse at bestpractical.com Sat Oct 22 13:35:43 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 22 Oct 2005 13:35:43 -0400 Subject: [rt-users] Email output encoding and "RT Essentials" In-Reply-To: References: <20051021142838.GX26005@bestpractical.com> Message-ID: <435A786F.5040601@bestpractical.com> 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 $EmailOutputEncoding from its default value utf-8 to us-ascii, >>I should get my dream behaviour already in RT 3.4.4, right? > > > No, actually I don't understand SetMIMEEntityToEncoding in > I18N.pm at all. And based on your description, I agree that it's probably just...wrong. I've opened a ticket. We have three or four issues in that chunk of code that need looking at. We'll try to take care of them together, unless some kind user beats us to it. Jesse > > First it does "$charset = _FindOrGuessCharset($entity)" to guess the > current encoding, then it does > > Encode::from_to( $lines[$_], $charset => $enc ) for ( 0 .. $#lines ); > > where $enc is $EmailOutputEncoding. Now, this will not fail even if > the body can't be encoded into $enc, since the optional CHECK argument > to from_to is missing. > > However, if the from_to call still manages to fail, the function tries > > Encode::from_to( $lines[$_], 'iso-8859-1' => $enc ) for ( 0 .. $#lines ); > > instead. Perhaps the reasoning here is that _FindOrGuessCharset might > guess incorrectly, and that the encoding might work if we interpret > the body as iso-8859-1 instead? > > Anyway, the result of all this is that the mail will be forcibly > encoded into $EmailOutputEncoding, whether it's possible or not. > -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From ruslan.zakirov at gmail.com Sat Oct 22 08:31:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 22 Oct 2005 16:31:15 +0400 Subject: [rt-users] perl erroc on dbix In-Reply-To: References: Message-ID: <589c94400510220531m11f2e5abu77cb47014c33eac6@mail.gmail.com> It could be file permissions. May be apache couldn't read this dir/file? On 10/22/05, Steve Rieger wrote: > [Sat Oct 22 00:54:48 2005] [error] Unable to load DBIx::SearchBuilder > database handle for 'mysql'.\nPerhaps you've picked an invalid > database type or spelled it incorrectly.\nCan't locate DBIx/ > SearchBuilder/Handle/mysql.pm in @INC (@INC contains: /usr/local/ > rt344/local/lib /usr/local/rt344/lib /http/WebGUI/lib /usr/local/lib/ > perl5/5.8.7/sun4-solaris /usr/local/lib/perl5/5.8.7 /usr/local/lib/ > perl5/site_perl/5.8.7/sun4-solaris /usr/local/lib/perl5/site_perl/ > 5.8.7 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/ > apache/lib/perl) at (eval 478) line 1.\nBEGIN failed--compilation > aborted at (eval 478) line 1.\nCompilation failed in require at /usr/ > local/rt344/lib/RT.pm line 172.\n > > > in apache logs > > but i do have it > > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle/mysql.pm > > any ideas > > this is on solaris 10 with mod_perl as static on apache 1.3.33 > > > Steve Rieger > Cell 646-335-8915 > Office 212 804 1131 > Fax 212 804 1200 > AIM chozrim > Yahoo riegersteve > > if ((light eq dark) && (dark eq > light) > If light were dark and dark were light > && ($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 jesse at bestpractical.com Sat Oct 22 08:33:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 22 Oct 2005 08:33:34 -0400 Subject: [rt-users] perl erroc on dbix In-Reply-To: <589c94400510220531m11f2e5abu77cb47014c33eac6@mail.gmail.com> References: <589c94400510220531m11f2e5abu77cb47014c33eac6@mail.gmail.com> Message-ID: <20051022123334.GC14262@bestpractical.com> On Sat, Oct 22, 2005 at 04:31:15PM +0400, Ruslan Zakirov wrote: > It could be file permissions. May be apache couldn't read this dir/file? I think it's case. (Mysql is the name of the perl DBD, not mysql) Jesse > On 10/22/05, Steve Rieger wrote: > > [Sat Oct 22 00:54:48 2005] [error] Unable to load DBIx::SearchBuilder > > database handle for 'mysql'.\nPerhaps you've picked an invalid > > database type or spelled it incorrectly.\nCan't locate DBIx/ > > SearchBuilder/Handle/mysql.pm in @INC (@INC contains: /usr/local/ > > rt344/local/lib /usr/local/rt344/lib /http/WebGUI/lib /usr/local/lib/ > > perl5/5.8.7/sun4-solaris /usr/local/lib/perl5/5.8.7 /usr/local/lib/ > > perl5/site_perl/5.8.7/sun4-solaris /usr/local/lib/perl5/site_perl/ > > 5.8.7 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/ > > apache/lib/perl) at (eval 478) line 1.\nBEGIN failed--compilation > > aborted at (eval 478) line 1.\nCompilation failed in require at /usr/ > > local/rt344/lib/RT.pm line 172.\n > > > > > > in apache logs > > > > but i do have it > > > > > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle/mysql.pm > > > > any ideas > > > > this is on solaris 10 with mod_perl as static on apache 1.3.33 > > > > > > 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. > _______________________________________________ > 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 Sat Oct 22 08:40:30 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 22 Oct 2005 16:40:30 +0400 Subject: [rt-users] perl erroc on dbix In-Reply-To: <20051022123334.GC14262@bestpractical.com> References: <589c94400510220531m11f2e5abu77cb47014c33eac6@mail.gmail.com> <20051022123334.GC14262@bestpractical.com> Message-ID: <589c94400510220540u3a8fd663jd891f95a181fc11d@mail.gmail.com> On 10/22/05, Jesse Vincent wrote: > On Sat, Oct 22, 2005 at 04:31:15PM +0400, Ruslan Zakirov wrote: > > It could be file permissions. May be apache couldn't read this dir/file? > > I think it's case. (Mysql is the name of the perl DBD, not mysql) > > Jesse # perl -MDBD::mysql -e'1' # perl -MDBD::Mysql -e'1' Can't locate DBD/Mysql.pm in @INC (@INC contains: /etc/perl /usr/lib/perl5/site_perl/5.8.7/x86_64-linux /usr/lib/perl5/site_perl/5.8.7 /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl/5.8.6/x86_64-linux /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.7/x86_64-linux /usr/lib/perl5/vendor_perl/5.8.7 /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl/5.8.6/x86_64-linux /usr/lib/perl5/vendor_perl /usr/lib/perl5/5.8.7/x86_64-linux /usr/lib/perl5/5.8.7 /usr/local/lib/site_perl .). BEGIN failed--compilation aborted. > > > On 10/22/05, Steve Rieger wrote: > > > [Sat Oct 22 00:54:48 2005] [error] Unable to load DBIx::SearchBuilder > > > database handle for 'mysql'.\nPerhaps you've picked an invalid > > > database type or spelled it incorrectly.\nCan't locate DBIx/ > > > SearchBuilder/Handle/mysql.pm in @INC (@INC contains: /usr/local/ > > > rt344/local/lib /usr/local/rt344/lib /http/WebGUI/lib /usr/local/lib/ > > > perl5/5.8.7/sun4-solaris /usr/local/lib/perl5/5.8.7 /usr/local/lib/ > > > perl5/site_perl/5.8.7/sun4-solaris /usr/local/lib/perl5/site_perl/ > > > 5.8.7 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/ > > > apache/lib/perl) at (eval 478) line 1.\nBEGIN failed--compilation > > > aborted at (eval 478) line 1.\nCompilation failed in require at /usr/ > > > local/rt344/lib/RT.pm line 172.\n > > > > > > > > > in apache logs > > > > > > but i do have it > > > > > > > > > /usr/local/lib/perl5/site_perl/5.8.7/DBIx/SearchBuilder/Handle/mysql.pm > > > > > > any ideas > > > > > > this is on solaris 10 with mod_perl as static on apache 1.3.33 > > > > > > > > > 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. > > _______________________________________________ > > 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 Sat Oct 22 08:47:02 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sat, 22 Oct 2005 08:47:02 -0400 Subject: [rt-users] perl erroc on dbix In-Reply-To: <589c94400510220540u3a8fd663jd891f95a181fc11d@mail.gmail.com> References: <589c94400510220531m11f2e5abu77cb47014c33eac6@mail.gmail.com> <20051022123334.GC14262@bestpractical.com> <589c94400510220540u3a8fd663jd891f95a181fc11d@mail.gmail.com> Message-ID: <20051022124702.GD14262@bestpractical.com> On Sat, Oct 22, 2005 at 04:40:30PM +0400, Ruslan Zakirov wrote: > On 10/22/05, Jesse Vincent wrote: > > On Sat, Oct 22, 2005 at 04:31:15PM +0400, Ruslan Zakirov wrote: > > > It could be file permissions. May be apache couldn't read this dir/file? > > > > I think it's case. (Mysql is the name of the perl DBD, not mysql) > > > > Jesse > > # perl -MDBD::mysql -e'1' > # perl -MDBD::Mysql -e'1' > Can't locate DBD/Mysql.pm in @INC (@INC contains: /etc/perl That's what I get for replying to mail on four hours sleep ;) From sterickson at gmail.com Sat Oct 22 12:37:46 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Sat, 22 Oct 2005 12:37:46 -0400 Subject: [rt-users] Started over, almost there. (Was: First-time RT install questions.) In-Reply-To: <435913ED.10405@ucrwcu.rwc.uc.edu> References: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> <4357F900.8000803@ucrwcu.rwc.uc.edu> <92da24e00510201332o7c8f5198u60c8743b99e9478@mail.gmail.com> <435913ED.10405@ucrwcu.rwc.uc.edu> Message-ID: <92da24e00510220937g4b055d26s6aa92c40fa2b1ef7@mail.gmail.com> On 10/21/05, Drew Barnes wrote: > > > You did stop apache completely and then start it, right? As I recall, a > simple restart doesn't always do it. > > Perhaps stop apache, empty the mason cache (rm -rf > rtdir/var/mason_data/obj/*) and then start apache again? No, I didn't - I've been using restart. I'll be sure to try this when I get back to work Monday. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From virenp at mail.utexas.edu Sat Oct 22 22:50:33 2005 From: virenp at mail.utexas.edu (Viren Patel) Date: Sat, 22 Oct 2005 21:50:33 -0500 (CDT) Subject: [rt-users] Problem after upgrading from 3.2.3 to 3.4.4 Message-ID: <1227.66.25.129.27.1130035833.squirrel@mail.cm.utexas.edu> Hello. I upgraded RT from 3.2.3 to 3.4.4 on a FreeBSD 5.4 system from the ports tree. My upgrade command was: make UPGRADE_RT32=yes DB_TYPE=mysql DB_HOST=xxx DB_DBA_PASSWORD=xxx DB_DBA_USER=xxx DB_PASSWORD=xxx DB_USER=xxx install The xxx were valid values. The upgrade went smoothly. However in the new version I get an error when I click on the 'Tickets' link on the left: error: too many arguments at /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1299 context: ... 265: # whether they should generate a full stack trace (confess() and cluck()) 266: # or simply report the caller's package (croak() and carp()), respectively. 267: # confess() and croak() die, carp() and cluck() warn. 268: 269: sub croak { die shortmess @_ } 270: sub confess { die longmess @_ } 271: sub carp { warn shortmess @_ } 272: sub cluck { warn longmess @_ } 273: ... code stack: /usr/local/lib/perl5/5.8.7/Carp.pm:269 blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/logcroak.al):74 blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/_freeze.al):286 blib/lib/Storable.pm (autosplit into blib/lib/auto/Storable/freeze.al):269 /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1299 /usr/local/rt3/share/html/Search/Listing.html:78 /usr/local/rt3/share/html/autohandler:215 raw error I have searched the mailing list archives but have not found anything related to this. My setup is as follows: FreeBSD 5.4 Apache 1.3.34 Perl 5.8.7 RT 3.4.4 Please help. -- Viren Patel Chemistry & Biochemistry University of Texas at Austin From Ahalya_Nathan at mudnebr.com Sat Oct 22 23:18:55 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Sat, 22 Oct 2005 22:18:55 -0500 Subject: [rt-users] Single Sign-On Message-ID: I am guessing you may have to change the NTLM program for that. ________________________________ From: Todd Chapman [mailto:todd at chaka.net] Sent: Fri 10/21/2005 9:33 AM To: Nathan, Ahalya Cc: Nathan Oyler; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Single Sign-On Yes, but if the NTLM authentication fails can Apache let the user in anyway so that RT can handle the auth? On Fri, Oct 21, 2005 at 08:18:58AM -0500, Nathan, Ahalya wrote: > By using the Apache2::AuthenNTLM/ Apache::AuthenNTLM Authentication > Handler you can do that. The NTLM gives the username and domain name > from the IE client. > > Ahalya Nathan > Senior Programmer / Analyst > Information Technology, Metropolitan Utilities District > (402) 504-7180 phone > (402) 504-5180 fax > > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Thursday, October 20, 2005 10:30 PM > To: Nathan Oyler > Cc: Nathan, Ahalya; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Single Sign-On > > But what I want to do is have Apache try passwordless NTLM > witn my IE client, and then if that fails let RT handle > authentication. > > -Todd > > On Thu, Oct 20, 2005 at 03:48:05PM -0700, Nathan Oyler wrote: > > > On Thu, Oct 20, 2005 at 01:42:44PM -0500, Nathan, Ahalya wrote: > > > > Single Sign On can be done by using the NTLM module in apache to > get > > the > > > > Login ID from the IE browser. You can use this id to connect to > the > > LDAP > > > > server. The LDAP contribution on the wiki will give you > information > > > > about connecting to the LDAP server. I am guessing NTLM module > uses > > > > mod-perl , not sure if it will work with fast-cgi. > > > > > > > > > > Anyone know if you can get Apache to attempt automatic > authentication > > > with IE, and if that fails fall back to letting RT do the auth? > > > > > > -Todd > > > > I do this with the LDAP overlay instead of apache. > > > > It attempts LDAP, and then if that fails falls back to RT for auth. It > > may actually try RT first, then LDAP. Works though. -------------- next part -------------- An HTML attachment was scrubbed... URL: From virenp at mail.utexas.edu Sat Oct 22 23:55:36 2005 From: virenp at mail.utexas.edu (Viren Patel) Date: Sat, 22 Oct 2005 22:55:36 -0500 (CDT) Subject: [rt-users] Re: Problem after upgrading from 3.2.3 to 3.4.4 (Solved) In-Reply-To: <1227.66.25.129.27.1130035833.squirrel@mail.cm.utexas.edu> References: <1227.66.25.129.27.1130035833.squirrel@mail.cm.utexas.edu> Message-ID: <1370.66.25.129.27.1130039736.squirrel@mail.cm.utexas.edu> > Hello. I upgraded RT from 3.2.3 to 3.4.4 on a FreeBSD 5.4 > system from the ports tree. My upgrade command was: > > make UPGRADE_RT32=yes DB_TYPE=mysql DB_HOST=xxx > DB_DBA_PASSWORD=xxx DB_DBA_USER=xxx DB_PASSWORD=xxx > DB_USER=xxx install > > The xxx were valid values. > > The upgrade went smoothly. However in the new version I > get an error when I click on the 'Tickets' link on the > left: > > error: too many arguments at > /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1299 > context: > ... > 265: # whether they should generate a full stack trace > (confess() and cluck()) > 266: # or simply report the caller's package (croak() > and carp()), respectively. > 267: # confess() and croak() die, carp() and cluck() > warn. > 268: > 269: sub croak { die shortmess @_ } > 270: sub confess { die longmess @_ } > 271: sub carp { warn shortmess @_ } > 272: sub cluck { warn longmess @_ } > 273: > ... > code stack: /usr/local/lib/perl5/5.8.7/Carp.pm:269 > blib/lib/Storable.pm (autosplit into > blib/lib/auto/Storable/logcroak.al):74 > blib/lib/Storable.pm (autosplit into > blib/lib/auto/Storable/_freeze.al):286 > blib/lib/Storable.pm (autosplit into > blib/lib/auto/Storable/freeze.al):269 > /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1299 > /usr/local/rt3/share/html/Search/Listing.html:78 > /usr/local/rt3/share/html/autohandler:215 > raw error > > > I have searched the mailing list archives but have not > found anything related to this. My setup is as follows: > > FreeBSD 5.4 > Apache 1.3.34 > Perl 5.8.7 > RT 3.4.4 > > Please help. > More searching of the list archives revealed the solution: http://lists.bestpractical.com/pipermail/rt-users/2005-August/033138.html -- Viren Patel From jra at baylink.com Sun Oct 23 16:44:03 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sun, 23 Oct 2005 16:44:03 -0400 Subject: [rt-users] Started over, almost there. (Was: First-time RT install questions.) In-Reply-To: <92da24e00510220937g4b055d26s6aa92c40fa2b1ef7@mail.gmail.com>; from "Shaun T. Erickson" on Sat, Oct 22, 2005 at 12:37:46PM -0400 References: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> <4357F900.8000803@ucrwcu.rwc.uc.edu> <92da24e00510201332o7c8f5198u60c8743b99e9478@mail.gmail.com> <435913ED.10405@ucrwcu.rwc.uc.edu> <92da24e00510220937g4b055d26s6aa92c40fa2b1ef7@mail.gmail.com> Message-ID: <20051023164403.B4331@cgi.jachomes.com> On Sat, Oct 22, 2005 at 12:37:46PM -0400, Shaun T. Erickson wrote: > On 10/21/05, Drew Barnes <[1]barnesaw at ucrwcu.rwc.uc.edu> wrote: > > You did stop apache completely and then start it, right? As I > recall, a > simple restart doesn't always do it. > Perhaps stop apache, empty the mason cache (rm -rf > rtdir/var/mason_data/obj/*) and then start apache again? > > No, I didn't - I've been using restart. I'll be sure to try this when > I get back to work Monday. I've found that 'svc apache restart' (svc is my wrapper script for the init.d scripts) doesn't help most of the time; I added a manual 'bounce' option. === #!/bin/bash # service helper script # go to the directory cd /etc/init.d # if no argument, list services and exit [ $# = 0 ] && ls && exit 0 # must exist (no longer check executable, since root will be able to run it) [ -f $1 ] || { echo "$1: no such service" && exit 1; } # if we're not root, fix it [ $UID = 0 ] || exec su root -c "$0 $*" # run the actual script SCRIPT=$1 shift case $1 in on) ./$SCRIPT start echo "Enabling $SCRIPT..." chkconfig $SCRIPT on exit 0 ;; off) ./$SCRIPT stop echo "Disabling $SCRIPT..." chkconfig $SCRIPT off exit 0 ;; bounce) ./$SCRIPT stop ./$SCRIPT start exit 0 ;; *) ./${SCRIPT} $* ;; esac === 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 brent at skyblue.eu.org Sun Oct 23 17:31:09 2005 From: brent at skyblue.eu.org (Brent) Date: Sun, 23 Oct 2005 22:31:09 +0100 Subject: [rt-users] Custom fields sort order In-Reply-To: <002401c5d59b$6a118f30$650115ac@mforma.com> Message-ID: <002301c5d819$15df39a0$650115ac@mforma.com> I doubt this is the correct way of doing it but it worked for me as my users where pestering me about it. What I did was to create a perl script (my perl is very rusty and very immature so if anyone can make this better be my guest) I couldn't figure out how to put the output of a select query into a perl array so I just created a bash script that called the perl script (nasty!) ----------- #!/bin/bash echo "select Name from CustomFieldValues where CustomField = 5 order by Name into outfile '/tmp/mysqlselect' LINES TERMINATED BY '\n';"|mysql -Drt3 /home/test/perltest.pl rm -f /tmp/mysqlselect ----------- Obviously here you need to find out the value of your CustomField beforehand and the perl is (I went to perl as I had issues with trying to get the bash array going properly) ----------- #!/usr/bin/perl use DBI(); # Connect to the database. my $dbh = DBI->connect("DBI:mysql:database=rt3;host=localhost", "root", "blah", {'RaiseError' => 1}); my $data_file; $data_file="/tmp/mysqlselect"; open(DAT, $data_file) || die("Could not open file!"); @names=; close(DAT); my $count=0; foreach $names (@names) { chop($names); print "UPDATE CustomFieldValues SET SortOrder = $count WHERE Name = '$names'\;\n "; $dbh->do("UPDATE CustomFieldValues SET SortOrder = $count WHERE Name = '$names'"); $count++; } ---------------------------- I just added this to a cron script to run every night at 12 or something so any updates will only be visible to the user after that unless you manually run it each time. And this has sorted the customfields alphabetically and got my users off my back for now. There must be a better way than this but I didn't have the time to look into it too much (likewise for my select going directly to the array!) Cheers Brent _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brent Sent: 20 October 2005 18:27 To: rt-users at lists.bestpractical.com Subject: [rt-users] Custom fields sort order Hi Is there a way to change the order of custom fields so they can be sorted alphabetically? For eg when adding items to a custom field I would like it to automatically sort the items alphabetically instead of numerically. So items inserted in this order ba aa ca ab get sorted to aa ab ba ca etc etc? -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Sun Oct 23 17:28:51 2005 From: todd at chaka.net (Todd Chapman) Date: Sun, 23 Oct 2005 17:28:51 -0400 Subject: [rt-users] Custom fields sort order In-Reply-To: <002401c5d59b$6a118f30$650115ac@mforma.com> References: <002401c5d59b$6a118f30$650115ac@mforma.com> Message-ID: <20051023212851.GK995@chaka.net> You want to change the order of the custom fields themselves, or the values stored in each custom field? On Thu, Oct 20, 2005 at 06:26:31PM +0100, Brent wrote: > Hi > Is there a way to change the order of custom fields so they can be sorted > alphabetically? > For eg when adding items to a custom field I would like it to automatically > sort the items alphabetically instead of numerically. > > So items inserted in this order > > ba > aa > ca > ab > > get sorted to > > aa > ab > ba > ca > > > etc etc? > _______________________________________________ > 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 list at triumph2005.com Mon Oct 24 07:41:39 2005 From: list at triumph2005.com (List) Date: Mon, 24 Oct 2005 12:41:39 +0100 Subject: [rt-users] RT on Debian Sarge; with fastcgi; apache 2 Message-ID: <435CC873.10603@triumph2005.com> Hi I have got most of rt working, but I get a list of script commands as follows when I click anything from the home page: %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is Copyright (c) 1996-2005 Best Practical Solutions, LLC %# %# %# (Except where explicitly superseded by other copyright notices) %# %# %# LICENSE: %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY Details of installation; Debian Sarge with Apache/2.0.54 (Unix) PHP/5.0.5 mod_fastcgi/2.4.2 mod_perl/2.0.1 Perl/v5.8.4 Server all compiled from source. I am using fastcgi Can anyone help, please? regards Chris *Augmented*Reality.ltd.uk *139A High Street* Hornchurch Essex RM11 3YD Tel:0870 774 0011 Fax: 0870 730 1462 Web: www.AugmentedReality.ltd.uk Email: chris at AugmentedReality.ltd.uk From stephen at jadevine.org.uk Mon Oct 24 08:31:32 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Mon, 24 Oct 2005 13:31:32 +0100 Subject: [rt-users] RT on Debian Sarge; with fastcgi; apache 2 In-Reply-To: <435CC873.10603@triumph2005.com> References: <435CC873.10603@triumph2005.com> Message-ID: <20051024123132.GA18753@computing-services.oxford.ac.uk> On Mon, Oct 24, 2005 at 12:41:39PM +0100, List wrote: > > I have got most of rt working, but I get a list of script commands as > follows when I click anything from the home page: > > %# BEGIN BPS TAGGED BLOCK {{{ %# %# COPYRIGHT: %# %# This software is > Copyright (c) 1996-2005 Best Practical Solutions, LLC %# %# %# (Except > where explicitly superseded by other copyright notices) %# %# %# > LICENSE: %# %# This work is made available to you under the terms of > Version 2 of %# the GNU General Public License. A copy of that license > should have %# been provided with this software, but in any event can be > snarfed %# from www.gnu.org. %# %# This work is distributed in the hope > that it will be useful, but %# WITHOUT ANY WARRANTY; without even the > implied warranty of %# MERCHANTABILITY > This is not being run through fastcgi, it's just the contents of the file. > Details of installation; Debian Sarge with Apache/2.0.54 (Unix) > PHP/5.0.5 mod_fastcgi/2.4.2 mod_perl/2.0.1 Perl/v5.8.4 Server all > compiled from source. > > I am using fastcgi > > Can anyone help, please? Have you read all the information and followed the instructions in README.Debian and INSTALL.Debian that are in /usr/share/request-tracker3/ or /usr/share/request-tracker3.4 (depending on which package you actually installed). That should be enough to get it all working, Stephen Quinney From sterickson at gmail.com Mon Oct 24 11:29:02 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Mon, 24 Oct 2005 11:29:02 -0400 Subject: [rt-users] Started over, almost there. (Was: First-time RT install questions.) In-Reply-To: <92da24e00510220937g4b055d26s6aa92c40fa2b1ef7@mail.gmail.com> References: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> <4357F900.8000803@ucrwcu.rwc.uc.edu> <92da24e00510201332o7c8f5198u60c8743b99e9478@mail.gmail.com> <435913ED.10405@ucrwcu.rwc.uc.edu> <92da24e00510220937g4b055d26s6aa92c40fa2b1ef7@mail.gmail.com> Message-ID: <92da24e00510240829k1d78083dw6ec53435f8933562@mail.gmail.com> On 10/22/05, Shaun T. Erickson wrote: > > > > On 10/21/05, Drew Barnes wrote: > > > > > > You did stop apache completely and then start it, right? As I recall, a > > simple restart doesn't always do it. > > > > Perhaps stop apache, empty the mason cache (rm -rf > > rtdir/var/mason_data/obj/*) and then start apache again? > > > No, I didn't - I've been using restart. I'll be sure to try this when I > get back to work Monday. > That did the trick - thanks! -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From sterickson at gmail.com Mon Oct 24 11:29:51 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Mon, 24 Oct 2005 11:29:51 -0400 Subject: [rt-users] Started over, almost there. (Was: First-time RT install questions.) In-Reply-To: <20051023164403.B4331@cgi.jachomes.com> References: <92da24e00510201302o3e994ce2g6128fad1531df3a3@mail.gmail.com> <4357F900.8000803@ucrwcu.rwc.uc.edu> <92da24e00510201332o7c8f5198u60c8743b99e9478@mail.gmail.com> <435913ED.10405@ucrwcu.rwc.uc.edu> <92da24e00510220937g4b055d26s6aa92c40fa2b1ef7@mail.gmail.com> <20051023164403.B4331@cgi.jachomes.com> Message-ID: <92da24e00510240829i59532a37ub68f82381232afb6@mail.gmail.com> On 10/23/05, Jay R. Ashworth wrote: > > > I've found that 'svc apache restart' (svc is my wrapper script for the > init.d scripts) doesn't help most of the time; I added a manual > 'bounce' option. I think I'll add that to mine as well, as it definitely did the trick. Thanks. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From fmml at cedval.org Mon Oct 24 11:22:48 2005 From: fmml at cedval.org (Francois Meehan) Date: Mon, 24 Oct 2005 11:22:48 -0400 (EDT) Subject: [rt-users] Checking value of Custom field in a scrip... Message-ID: <24971.206.47.191.243.1130167368.squirrel@whoami7.cedval.org> Hi all, I have created a global custom field called server_name. Depending on the value of the server name, we will route the ticket to it's proper queue. I have no idea on how to access a custom field in a scrip, would someone have a example? Best regards, Francois From grantmiller1 at gmail.com Mon Oct 24 11:39:53 2005 From: grantmiller1 at gmail.com (Grant Miller) Date: Mon, 24 Oct 2005 08:39:53 -0700 Subject: [rt-users] Multi-word statuses in RT 3.4.x? Message-ID: Is it possible to have a ticket status be multiple words (i.e. "waiting for input") in RT 3.4.x?. We have a couple of statuses like that in our RT2 system and I'm wondering if it will be possible to move those forward into RT3. The only limitation I'm finding in RT3 is that in $RTBASE/local/lib/RT/Ticket_Overlay.pm, there are subs defined for each status: sub Deferred { my $self = shift; return ( $self->SetStatus('deferred') ); } It's against the rules of Perl to let me make the name of a sub be a multi-word string. Can I do something like this? sub WaitingForInput { my $self = shift; return ( $self->SetStatus('waiting for input') ); } How does RT know that the sub WaitingForInput is the handler for the status "waiting for input"? Thanks in advance! -- - Grant Miller From mpickard at visitlondon.com Mon Oct 24 11:15:01 2005 From: mpickard at visitlondon.com (Michael Pickard) Date: Mon, 24 Oct 2005 16:15:01 +0100 Subject: [rt-users] sendmail 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 does nothing 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 ? 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 bamaman30 at email.com Mon Oct 24 12:00:21 2005 From: bamaman30 at email.com (Bama Man) Date: Mon, 24 Oct 2005 11:00:21 -0500 Subject: [rt-users] Please help the newbie Message-ID: <20051024160021.6977B83C00@ws1-1.us4.outblaze.com> I am stuck. I am new to RT. We have had RT running for a while I have not been with the company that long and RT has started messing up. I am running rt 3.11. What it is doing is giving the prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL. I have searched that error and came up with this to try this and it works. cat dfj9KJDVHX001731 | /etc/smrsh/rt-mailgate --queue general --action correspond --url http://my.domain/rt but when I email it to support at domain and have it have a Alias with rt at domain with the program running /etc/smrsh/rt-mailgate --queue general --action comment --url http://domain/rt it comes back Forcing the attempted delivery of mail with the command /usr/lib/sendmail -v -q -C/etc/mail/sendmail.cf .. Running /var/spool/mqueue/j9OFd4vE004664 (sequence 1 of 1) "|/etc/smrsh/rt-mailgate --queue facilities --action comment --url http://itsupport.summa.com/rt/"... Connecting to prog... mailer prog died with signal 11 "|/etc/smrsh/rt-mailgate --queue facilities --action comment --url http://itsupport.summa.com/rt/"... Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Can some one please help Thank you, Joel -- ___________________________________________________ Play 100s of games for FREE! http://games.mail.com/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Oct 24 12:27:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 24 Oct 2005 12:27:34 -0400 Subject: [rt-users] Multi-word statuses in RT 3.4.x? In-Reply-To: References: Message-ID: <20051024162733.GQ14262@bestpractical.com> > > It's against the rules of Perl to let me make the name of a sub be a > multi-word string. > > Can I do something like this? > > sub WaitingForInput { > my $self = shift; > return ( $self->SetStatus('waiting for input') ); > } > You don't need those subs. you need to massage the list of possible status values, which, iirc, is in the config file these days. Jesse > How does RT know that the sub WaitingForInput is the handler for the > status "waiting for input"? > > > Thanks in advance! > > > -- > - Grant Miller > _______________________________________________ > 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 Mon Oct 24 12:28:47 2005 From: joby at u.washington.edu (Joby Walker) Date: Mon, 24 Oct 2005 09:28:47 -0700 Subject: [rt-users] Checking value of Custom field in a scrip... In-Reply-To: <24971.206.47.191.243.1130167368.squirrel@whoami7.cedval.org> References: <24971.206.47.191.243.1130167368.squirrel@whoami7.cedval.org> Message-ID: <435D0BBF.80901@u.washington.edu> Check out the wiki Contributions page there are several examples: http://wiki.bestpractical.com/index.cgi?Contributions Joby Walker ITI SSG, University of Washington Francois Meehan wrote: > Hi all, > > I have created a global custom field called server_name. > > Depending on the value of the server name, we will route the ticket to > it's proper queue. > > I have no idea on how to access a custom field in a scrip, would someone > have a example? > > Best regards, > > Francois > _______________________________________________ > 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 soldino at email.it Mon Oct 24 12:39:01 2005 From: soldino at email.it (Soldino) Date: Mon, 24 Oct 2005 18:39:01 +0200 Subject: [rt-users] RT 3.4.0 - RT could not load a valid user Message-ID: <497195a37945a2d1db20bdb18d488452@80.241.160.182> > Hi, > I have installed RT 3.4.0 in a Linux system Fedora Core 2. In > /var/log/message appares errore message like: > ---- > Oct 16 12:44:54 xxxxx RT: RT could not load a valid user, and RT's > configuration does not allow for the creation of a new user > for this email (news at xxxxx.net). You might need to grant 'Everyone' the > right 'CreateTicket' for the queue xxxxx. > (/opt/rt3/lib/RT/Interface/Email.pm:627) > ---- > After I have upgraded the version to 3.4.3, I have degframented the db with > ALTER TABLE but I can't resolve the problem. A lot of ticket are rejected by > the RT system. > > Each queue have the correct group grant for 'Everyone'. If I send 10 mail to > RT 3 mails are rejected! > > Any ideas? > > Tnx > > Giuseppe The solution: I have increased the threads of the server web in the file /etc/httpd/conf/httpd.conf and I have restarted the server web apache. The rows I modified are: ----- StartServers 24 #old 8 MinSpareServers 10 #old 5 MaxSpareServers 40 #old 20 MaxClients 150 MaxRequestsPerChild 4000 ----- Bye! -- Email.it, the professional e-mail, gratis per te: http://www.email.it/f Sponsor: Vuoi diventare un vero esperto sul Controllo di Gestione? Scopri come nella tua azienda puoi migliorare gli utili e ridurre le spese. Clicca qui: http://adv.email.it/cgi-bin/foclick.cgi?mid=3214&d=20051024 From AMyers at abacus-us.com Mon Oct 24 13:46:18 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Mon, 24 Oct 2005 11:46:18 -0600 Subject: [rt-users] Javascript in Header Message-ID: <205D20196806AE41A9D8A9E982659E27013BB9B1@THN-EXCLS2.dc1.doubleclick.corp> I am running RT 3.4.4 / Solaris 10 / Oracle 9g / FastCGI / Apache2. I have a JavaScript calendar popup that I use for selecting dates on the interface. It makes it much easier for users to enter a date instead of typing the numbers in. I put in the Header file (./local/html/Elements/Header) the links to the script files located in ./local/html/NoAuth and it runs great. The only problem is when I login to RT the first time it authenticates fine, but as soon as I click on any link to a new page I am returned to the login page. When I login again it then takes me to the appropriate page, and then all is well the rest of the session. Here are the links: I know that it has to do with the links to NoAuth because I have commented them out and it runs great. I also have this implemented on another instance of RT that uses a MySQL backend instead of Oracle and it does not have this problem. Is it because session handling is not stored in the DB when using Oracle? It has nothing to do with the actual jscript since I am using other jscripts that do not like the link in Header either. I could paste all the script text into the Header file but that would be a lot of text in the HTML source. I also noticed that RTx-Shredder and other RT javascript is put right into the Header Mason component. Why? Any tips or ideas? Thanks! Adam Myers -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers at memory.blank.org Mon Oct 24 16:05:25 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Mon, 24 Oct 2005 16:05:25 -0400 Subject: [rt-users] The holy grail: RT, Apache/unix, and Active Directory Single Sign-On (yes, really) In-Reply-To: <20051021224619.GE45336@blank.org> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <20051021224619.GE45336@blank.org> Message-ID: <20051024200525.GQ45336@blank.org> 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) -------------------------------------------------- From Ahalya_Nathan at mudnebr.com Mon Oct 24 17:30:11 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Mon, 24 Oct 2005 16:30:11 -0500 Subject: [rt-users] Cannot install RTx-Shredder-0.02_02 Message-ID: Hi Ruslan, I have RT 3.4.4pre2 installed on my machine and I get a warning when I try to install the RTx::Shredder. Could you tell me what I am doing wrong. I am following instructions from the RTx::Shredder README. http://search.cpan.org/src/RUZ/RTx-Shredder-0.02_02/README. ************************Message after running the make************************************** Looks good Warning: prerequisite DBD::SQLite 0 not found. Warning: prerequisite IO::String 0 not found. Warning: prerequisite RT 3.4 not found. We have unknown version. Warning: prerequisite Test::Deep 0 not found. Writing Makefile for RTx::Shredder Thanks 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 jra at baylink.com Mon Oct 24 18:26:15 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Mon, 24 Oct 2005 18:26:15 -0400 Subject: [rt-users] Custom fields sort order In-Reply-To: <20051023212851.GK995@chaka.net>; from Todd Chapman on Sun, Oct 23, 2005 at 05:28:51PM -0400 References: <002401c5d59b$6a118f30$650115ac@mforma.com> <20051023212851.GK995@chaka.net> Message-ID: <20051024182615.K21427@cgi.jachomes.com> On Sun, Oct 23, 2005 at 05:28:51PM -0400, Todd Chapman wrote: > You want to change the order of the custom fields themselves, > or the values stored in each custom field? I believe the original querent wants to sort the responses in the pick list; I, on the other hand, want to rearrange the order of the fields on the screen. So feel free to answer both questions. :-) 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 todd at chaka.net Mon Oct 24 20:08:49 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 24 Oct 2005 20:08:49 -0400 Subject: [rt-users] Custom fields sort order In-Reply-To: <20051024182615.K21427@cgi.jachomes.com> References: <002401c5d59b$6a118f30$650115ac@mforma.com> <20051023212851.GK995@chaka.net> <20051024182615.K21427@cgi.jachomes.com> Message-ID: <20051025000849.GL995@chaka.net> On Mon, Oct 24, 2005 at 06:26:15PM -0400, Jay R. Ashworth wrote: > On Sun, Oct 23, 2005 at 05:28:51PM -0400, Todd Chapman wrote: > > You want to change the order of the custom fields themselves, > > or the values stored in each custom field? > > I believe the original querent wants to sort the responses in the pick > list; I, on the other hand, want to rearrange the order of the fields > on the screen. > > So feel free to answer both questions. :-) > Doesn't the page where yo assign the custom fields to the queues allow you to sort them? From racinejp at vianet.ca Mon Oct 24 20:50:21 2005 From: racinejp at vianet.ca (J.P. Racine) Date: Mon, 24 Oct 2005 20:50:21 -0400 Subject: FW: [rt-users] RT 3.2.3 -> 3.4.4 Message-ID: <20051025005041.4E7CE4D80DC@diesel.bestpractical.com> I think that I must have something seriously wrong with the database after an upgrade of rt3.2.3 to 3.4.4. In particular how my CachedGoupMembers table has an index length of 225001472 for 2471666 rows... I think that mysqld is just stalling on a table copy because the mysqld cpu ( cache hits ) go to %99 and frequently abort client conections. If I kill the mysql process the 'Tickets_Overlay.pm' related web UI pages work as they 'normally should'. Name | Engine | Row_format | Rows | Avg_row_length | Data_length | Max_data_length | Index_length CachedGroupMembers | InnoDB | Fixed | 2471666 | 53 | 132808704 | NULL | 225001472 Users | InnoDB | Dynamic | 141084 | 249 | 35192832 | NULL | 32669696 Principals | InnoDB | Dynamic | 1094481 | 43 | 47792128 | NULL | 18399232 Groups | InnoDB | Dynamic | 443875 | 65 | 28901376 | NULL | 38961152 ACL | InnoDB | Dynamic | 11450 | 138 | 1589248 | NULL | 1589248 These two queries are causing the most troupble:... SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2 WHERE ((CachedGroupMembers_2.GroupId = '1102001')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND ((main.id = Principals_1.id)) ORDER BY main.Name ASC SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 WHERE ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence') mysql> show processlist; +-----+------+-----------+------+---------+------+----------------------+------- -------------------------------------------------------------------------------- ---------------+ | Id | User | Host | db | Command | Time | State | Info | +-----+------+-----------+------+---------+------+----------------------+------- -------------------------------------------------------------------------------- ---------------+ | 838 | root | localhost | rt3 | Query | 0 | NULL | show processlist | | 852 | root | localhost | rt3 | Query | 54 | Copying to tmp table | SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, Cached | +-----+------+-----------+------+---------+------+----------------------+------- -------------------------------------------------------------------------------- ---------------+ 2 rows in set (0.00 sec) The process will stay stalled as 'Copying to tmp table' which would make sense as the tmp table would be pretty large and could be a choke point. mysql> kill 852; Query OK, 0 rows affected (0.00 sec) mysql> show processlist; +-----+------+-----------+------+---------+------+-------+------------------+ | Id | User | Host | db | Command | Time | State | Info | +-----+------+-----------+------+---------+------+-------+------------------+ | 838 | root | localhost | rt3 | Query | 0 | NULL | show processlist | | 856 | root | localhost | rt3 | Sleep | 1 | | NULL | +-----+------+-----------+------+---------+------+-------+------------------+ 2 rows in set (0.00 sec) Also the 'Comment' on ticket also gets slowed down int a tmp table copy when it queries: SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'ShowTicket') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1100506' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Ticket' AND ACL.ObjectId = '203381') OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '28')) AND ( ((Groups.Domain = 'RT::Ticket-Role' AND Groups.Instance = 203381) OR (Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 28) ) AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group') LIMIT 1 +----+-------------+--------------------+--------+-------------------------+---- --------+---------+-------------------------------+------+---------------------- ----+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+--------------------+--------+-------------------------+---- --------+---------+-------------------------------+------+---------------------- ----+ | 1 | SIMPLE | Groups | range | PRIMARY,Groups1,Groups2 | Groups1 | 70 | NULL | 8 | Using where; Using index | | 1 | SIMPLE | Principals | eq_ref | PRIMARY | PRIMARY | 4 | rt3.Groups.id | 1 | Using where | | 1 | SIMPLE | CachedGroupMembers | ref | DisGrouMem,GrouMem | DisGrouMem | 12 | rt3.Principals.id,const,const | 1 | Using where; Using index | | 1 | SIMPLE | ACL | range | ACL1 | ACL1 | 54 | NULL | 22 | Using where; Using index | +----+-------------+--------------------+--------+-------------------------+---- --------+---------+-------------------------------+------+---------------------- ----+ 4 rows in set (0.00 sec) SELECT DISTINCT main.* FROM Users main , Principals Principals_1, CachedGroupMembers CachedGroupMembers_2 WHERE ((CachedGroupMembers_2.GroupId = NULL)) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND ((Principals_1.Disabled = '0')) AND ((main.id = Principals_1.id)) ORDER BY main.Name ASC +----+-------------+----------------------+--------+--------------------+------- -----+---------+-----------------------------------+------+--------------------- --------------------------------------+ | id | select_type | table | type | possible_keys | key | key_len | ref | rows | Extra | +----+-------------+----------------------+--------+--------------------+------- -----+---------+-----------------------------------+------+--------------------- --------------------------------------+ | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem | DisGrouMem | 5 | const | 1 | Using where; Using index; Using temporary; Using filesort | | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | PRIMARY | 4 | rt3.CachedGroupMembers_2.MemberId | 1 | Using where | | 1 | SIMPLE | main | eq_ref | PRIMARY,Users3 | PRIMARY | 4 | rt3.Principals_1.id | 1 | | +----+-------------+----------------------+--------+--------------------+------- -----+---------+-----------------------------------+------+--------------------- --------------------------------------+ 3 rows in set (0.00 sec) Suggestions? Is this a mysql table access problem/bug? Should you be using a GROUP BY instead of ORDER BY? Technically the requests work but the database looks hosed... -jp >-----Original Message----- >From: J.P. Racine [mailto:racinejp at vianet.ca] >Sent: Friday, October 21, 2005 6:57 PM >To: 'rt-users at lists.bestpractical.com' >Subject: RE: [rt-users] RT 3.2.3 -> 3.4.4 > >The speed issues are related to SELECT DISTICT where using the query builder >causes a timeout ( past what fastcgi is set to 120-240 ) > >FastCGI 2.4.2 >Apache 1.3.34 >Mysql 4.1.15 From ruslan.zakirov at gmail.com Mon Oct 24 22:24:04 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 25 Oct 2005 06:24:04 +0400 Subject: [rt-users] Problem after upgrading from 3.2.3 to 3.4.4 In-Reply-To: <1227.66.25.129.27.1130035833.squirrel@mail.cm.utexas.edu> References: <1227.66.25.129.27.1130035833.squirrel@mail.cm.utexas.edu> Message-ID: <589c94400510241924g4fe6c2ek7f63fb6135e7656c@mail.gmail.com> try to clear sessions table. On 10/23/05, Viren Patel wrote: > Hello. I upgraded RT from 3.2.3 to 3.4.4 on a FreeBSD 5.4 > system from the ports tree. My upgrade command was: > > make UPGRADE_RT32=yes DB_TYPE=mysql DB_HOST=xxx > DB_DBA_PASSWORD=xxx DB_DBA_USER=xxx DB_PASSWORD=xxx > DB_USER=xxx install > > The xxx were valid values. > > The upgrade went smoothly. However in the new version I > get an error when I click on the 'Tickets' link on the > left: > > error: too many arguments at > /usr/local/rt3/lib/RT/Tickets_Overlay.pm line 1299 > context: > ... > 265: # whether they should generate a full stack trace > (confess() and cluck()) > 266: # or simply report the caller's package (croak() > and carp()), respectively. > 267: # confess() and croak() die, carp() and cluck() warn. > 268: > 269: sub croak { die shortmess @_ } > 270: sub confess { die longmess @_ } > 271: sub carp { warn shortmess @_ } > 272: sub cluck { warn longmess @_ } > 273: > ... > code stack: /usr/local/lib/perl5/5.8.7/Carp.pm:269 > blib/lib/Storable.pm (autosplit into > blib/lib/auto/Storable/logcroak.al):74 > blib/lib/Storable.pm (autosplit into > blib/lib/auto/Storable/_freeze.al):286 > blib/lib/Storable.pm (autosplit into > blib/lib/auto/Storable/freeze.al):269 > /usr/local/rt3/lib/RT/Tickets_Overlay.pm:1299 > /usr/local/rt3/share/html/Search/Listing.html:78 > /usr/local/rt3/share/html/autohandler:215 > raw error > > > I have searched the mailing list archives but have not > found anything related to this. My setup is as follows: > > FreeBSD 5.4 > Apache 1.3.34 > Perl 5.8.7 > RT 3.4.4 > > Please help. > > -- > Viren Patel > Chemistry & Biochemistry > University of Texas at Austin > > _______________________________________________ > 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 robscheibel at gmail.com Mon Oct 24 22:52:14 2005 From: robscheibel at gmail.com (Rob Scheibel) Date: Mon, 24 Oct 2005 21:52:14 -0500 Subject: [rt-users] SelectQueue CustomField Message-ID: Trying to get a User CustomField to appear in the SelectQueue file and having no luck. Here's what I've got: my $CFObj = RT::CustomField->new($queue->CurrentUser); $CFObj->LoadByNameAndQueue(Name => 'DefaultQueue', Queue => $queue->Id); The name of the CustomField is 'DefaultQueue' and it's setup as a User CustomField versus a Ticket CustomField. I keep getting "undefined" when I try to do $CFObj->Id after the 2nd line of code. I'm beyond stumped and would appreciate any and all help. Thanks a bunch everyone! -rob -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Oct 24 23:33:06 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 25 Oct 2005 07:33:06 +0400 Subject: [rt-users] Ticket's owner change Time In-Reply-To: <20051021214926.35300.qmail@web54407.mail.yahoo.com> References: <20051021214926.35300.qmail@web54407.mail.yahoo.com> Message-ID: <589c94400510242033v17afb438l55502e3c3aecca4d@mail.gmail.com> Something like(not tested): my $transactions = $ticket->Transactions; $transactions->Limit(FIELD => 'Type', VALUE =>'Owner'); my $transaction = $transactions->First; my $time = $transaction? $transaction->Created : $ticket->Created; On 10/22/05, Weqaar Janjua wrote: > How to find/get certain Ticket's owner change/modify > time? The time when the ticket's ownership was changed > from Nobody to any other, e.g. $Ticket->Created is the > time when the ticket was created! > Thanks, > Weq > > > > __________________________________ > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Mon Oct 24 23:36:56 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 25 Oct 2005 07:36:56 +0400 Subject: [rt-users] Please help the newbie In-Reply-To: <20051024160021.6977B83C00@ws1-1.us4.outblaze.com> References: <20051024160021.6977B83C00@ws1-1.us4.outblaze.com> Message-ID: <589c94400510242036o6243ea1ci4838c1808d9e586@mail.gmail.com> On 10/24/05, Bama Man wrote: > > > I am stuck. > > > > I am new to RT. We have had RT running for a while I have not been with the > company that long and RT has started messing up. I am running rt 3.11. What > it is doing is giving the prog mailer (/usr/sbin/smrsh) exited with > EX_TEMPFAIL. I have searched that error and came up with this to try this > and it works. > > cat dfj9KJDVHX001731 | /etc/smrsh/rt-mailgate --queue general --action > correspond --url http://my.domain/rt but when I email it to support at domain > and have it have a Alias with rt at domain with the program running > /etc/smrsh/rt-mailgate --queue general --action comment --url > http://domain/rt it comes back > > > Forcing the attempted delivery of mail with the command /usr/lib/sendmail -v > -q -C/etc/mail/sendmail.cf .. > Running /var/spool/mqueue/j9OFd4vE004664 (sequence 1 of 1) > "|/etc/smrsh/rt-mailgate --queue facilities --action comment --url > http://itsupport.summa.com/rt/"... Connecting to prog... > mailer prog died with signal 11 > "|/etc/smrsh/rt-mailgate --queue facilities --action comment --url > http://itsupport.summa.com/rt/"... Deferred: prog mailer > (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > > > Can some one please help 1) IMHO /etc/smrsh/rt-mailgate should be symlink, but not a copy of the rt-mailgate script 2) rt-mailgate has option --debug, add it and it will show more info about error > > > > Thank you, > > Joel > -- > > ___________________________________________________ > Play 100s of games for FREE! http://games.mail.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 lvanderf at internode.com.au Tue Oct 25 02:44:46 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 25 Oct 2005 16:14:46 +0930 Subject: [rt-users] Huge Attachments table in 3.4.4 Message-ID: <435DD45E.9020309@internode.com.au> Hi. I have upgraded RT from 3.0.11 to 3.4.4. Mysql 4.0.18, Apache 1.3.27 (with static modperl module). The database we are using is quite large. The main problem we are having is when a user needs to comment on a ticket, the loading of a ticket can take quite a long time. This is due to mysql churning through data. I'd like to find out how to speed up this process. How do I find out what tables mysql is checking through when RT is loading the Update.html page? I'm pretty sure that the lag is caused by an oversized attachments table. Are there any suggestions for additional indexes on the attachments table that could speed things up? Thanks. Kind regards. -- Luke From howard.jones at network-i.net Tue Oct 25 05:35:23 2005 From: howard.jones at network-i.net (Howard Jones) Date: Tue, 25 Oct 2005 10:35:23 +0100 Subject: [rt-users] SelectQueue CustomField In-Reply-To: References: Message-ID: <435DFC5B.7040708@network-i.net> Rob Scheibel wrote: > Trying to get a User CustomField to appear in the SelectQueue file and > having no luck. Here's what I've got: > > my $CFObj = RT::CustomField->new($queue->CurrentUser); > $CFObj->LoadByNameAndQueue(Name => 'DefaultQueue', Queue => $queue->Id); > > The name of the CustomField is 'DefaultQueue' and it's setup as a User > CustomField versus a Ticket CustomField. I keep getting "undefined" > when I try to do $CFObj->Id after the 2nd line of code. > > I'm beyond stumped and would appreciate any and all help. If the the CF is to select a default queue, what $queue->Id are you using there?? I think that you really want: $CFObj->LoadByName(Name => 'DefaultQueue'); LoadByName with no Queue parameter on says that it will search all CFs rather than just ticket CFs. I haven't actually tested that though, and I'm muddling my way through the same stuff at the moment. Case in point: in the MIT RT manual, they show what seems to be a Queue CF for turning spam filtering on and off. Is that really what it is? or is it a case of making a Queue_Local.pm with more fields? Cheers, Howie From tomas.olaj at usit.uio.no Tue Oct 25 05:40:44 2005 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Tue, 25 Oct 2005 11:40:44 +0200 (CEST) Subject: [rt-users] Memory leaks in RT and FastCGI source In-Reply-To: <20051025033720.BB7A44D810F@diesel.bestpractical.com> References: <20051025033720.BB7A44D810F@diesel.bestpractical.com> Message-ID: (1) We noticed memory leaks in relation to Apache on our RT main server. Thus, we have to do scheduled re-starts of Apache. Does anyone have any similar experience of this? (2) We're using FastCGI, since it works better for us than mod_perl. But it concerns me that this source distribution is old: mod_fastcgi-2.4.2.tar.gz (24-Nov-2003 19:07 96k) Is someone maintaining it? -- ________________________________________________________________________ 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 torsten.brumm at kuehne-nagel.com Tue Oct 25 07:44:53 2005 From: torsten.brumm at kuehne-nagel.com (Torsten Brumm) Date: Tue, 25 Oct 2005 13:44:53 +0200 Subject: AW: [rt-users] Memory leaks in RT and FastCGI source In-Reply-To: Message-ID: Hi Tomas, >(1) >We noticed memory leaks in relation to Apache on our RT main server. Thus, we have to do scheduled re-starts of Apache. Does anyone have any similar >experience of this? Yes, we have the same situation! But ist strange, it does not happen if we have high load at the system, it only happens if nobody works! It starts with lost connection from the FCGI Process to the DB. >(2) >We're using FastCGI, since it works better for us than mod_perl. But it concerns me that this source distribution is old: >mod_fastcgi-2.4.2.tar.gz (24-Nov-2003 19:07 96k) No idea, i have the same release installed.... I'm using Apache 2.0.54. Torsten -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From tomas.olaj at usit.uio.no Tue Oct 25 08:13:27 2005 From: tomas.olaj at usit.uio.no (Tomas Olaj) Date: Tue, 25 Oct 2005 14:13:27 +0200 (CEST) Subject: AW: [rt-users] Memory leaks in RT and FastCGI source In-Reply-To: References: Message-ID: On the marvelous Tue, 25 Oct 2005, Torsten Brumm wrote kindly to me ... >> (1) >> We noticed memory leaks in relation to Apache on our RT main server. Thus, > we have to do scheduled re-starts of Apache. Does anyone have any similar >> experience of this? > > Yes, we have the same situation! But ist strange, it does not happen if we > have high load at the system, it only happens if nobody works! It starts > with lost connection from the FCGI Process to the DB. Thanks, it happends slow on our server, since I guess RT is busy all the time. BP may have the same problems on their servers? >> (2) >> We're using FastCGI, since it works better for us than mod_perl. But it > concerns me that this source distribution is old: > >> mod_fastcgi-2.4.2.tar.gz (24-Nov-2003 19:07 96k) > > No idea, i have the same release installed.... It concerns me a bit if this source is maintained or not, and that BP recommends FastCGI. It could be that this is the main source for bad garbage collection. > I'm using Apache 2.0.54. We are using Apache 2.0.52 Cheers, 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 Ahalya_Nathan at mudnebr.com Tue Oct 25 10:30:30 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 25 Oct 2005 09:30:30 -0500 Subject: [rt-users] Does RTx::Shredder remove Users? Message-ID: Hi all, Can RTx::Shredder remove users from the Users table? Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax From rtusers at memory.blank.org Tue Oct 25 10:46:54 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 25 Oct 2005 10:46:54 -0400 Subject: [rt-users] once more with feeling: RT ActiveDirectory Single Sign-on In-Reply-To: <20051024200525.GQ45336@blank.org> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <20051021224619.GE45336@blank.org> <20051024200525.GQ45336@blank.org> Message-ID: <20051025144653.GT45336@blank.org> With thanks to a couple of helpful souls and my own obsessive-compulsive leanings: http://blank.org/memory/output/rt-ad-sso.html SSO for real this time. SSO as in "single" as in "type your password once to log on to windows, and that by god is IT." Extra points and my eternal adoration to anyone who can figure out how to do this with modauthkerb instead of mod_ntlm, but it'll do for now. -n ------------------------------------------------------------ "Big summer movies are to political cartoonists what big-haired women are to Bill Clinton." (--Tom Tomorrow) ---------------------------------------------------- From lists at nabble.com Tue Oct 25 11:01:38 2005 From: lists at nabble.com (En-Nora (sent by Nabble.com)) Date: Tue, 25 Oct 2005 08:01:38 -0700 (PDT) Subject: [rt-users] Re: html / plain text In-Reply-To: <0D93EDE85F073E45AE754520CEB4F94001128E1B@exchange02.lifestyle.lokal> References: <0D93EDE85F073E45AE754520CEB4F94001128E1B@exchange02.lifestyle.lokal> Message-ID: <1224224.post@talk.nabble.com> i am not quite sure if i remember...what are you trying to do -- Sent from the Request Tracker - User forum at Nabble.com: http://www.nabble.com/html-plain-text-t61117.html#a1224224 -------------- next part -------------- An HTML attachment was scrubbed... URL: From rtusers at memory.blank.org Tue Oct 25 12:02:36 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 25 Oct 2005 12:02:36 -0400 Subject: [rt-users] error using Shredder In-Reply-To: <20051025144653.GT45336@blank.org> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <20051021224619.GE45336@blank.org> <20051024200525.GQ45336@blank.org> <20051025144653.GT45336@blank.org> Message-ID: <20051025160236.GU45336@blank.org> Trying to blow away a bunch of users created by a spam run, Shredder kicks back the following error: error: couldn't find resolver for dependency 'RT::User-16346 (depends on,resolvable dependency) RT::Attachment-36478' at /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm line 87. context: ... 83: TargetClass => $self->TargetClass, 84: ); 85: 86: unless( $resolver ) { 87: die "couldn't find resolver for dependency '". $self->AsString ."'"; 88: } 89: unless( UNIVERSAL::isa( $resolver => 'CODE' ) ) { 90: die "resolver is not code reference: '$resolver'"; 91: } ... code stack: /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm:87 /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:211 /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:197 /usr/local/rt34/local/lib/RTx/Shredder.pm:348 /usr/local/rt34/share/html/Admin/Tools/Shredder/index.html:73 /usr/local/rt34/share/html/Admin/Tools/Shredder/autohandler:12 /usr/local/rt34/share/html/Admin/autohandler:47 /usr/local/rt34/share/html/autohandler:215 ------------------------------------------------------------ My motorcycle/ stands forlorn on Hurlbut Street. The fucker won't start. (--me) ---------------------------------------------------- From Ahalya_Nathan at mudnebr.com Tue Oct 25 12:13:46 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 25 Oct 2005 11:13:46 -0500 Subject: [rt-users] error using Shredder Message-ID: How did you install RTx::Shredder? 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 J. Mehl Sent: Tuesday, October 25, 2005 11:03 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] error using Shredder Trying to blow away a bunch of users created by a spam run, Shredder kicks back the following error: error: couldn't find resolver for dependency 'RT::User-16346 (depends on,resolvable dependency) RT::Attachment-36478' at /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm line 87. context: ... 83: TargetClass => $self->TargetClass, 84: ); 85: 86: unless( $resolver ) { 87: die "couldn't find resolver for dependency '". $self->AsString ."'"; 88: } 89: unless( UNIVERSAL::isa( $resolver => 'CODE' ) ) { 90: die "resolver is not code reference: '$resolver'"; 91: } ... code stack: /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm:87 /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:211 /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:197 /usr/local/rt34/local/lib/RTx/Shredder.pm:348 /usr/local/rt34/share/html/Admin/Tools/Shredder/index.html:73 /usr/local/rt34/share/html/Admin/Tools/Shredder/autohandler:12 /usr/local/rt34/share/html/Admin/autohandler:47 /usr/local/rt34/share/html/autohandler:215 ------------------------------------------------------------ My motorcycle/ stands forlorn on Hurlbut Street. The fucker won't start. (--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 From rtusers at memory.blank.org Tue Oct 25 12:47:31 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Tue, 25 Oct 2005 12:47:31 -0400 Subject: [rt-users] error using Shredder In-Reply-To: References: Message-ID: <20051025164731.GV45336@blank.org> In the immortal words of Nathan, Ahalya (Ahalya_Nathan at mudnebr.com): > How did you install RTx::Shredder? cd RTx-Shredder-0.02_02 perl Makefile.PL make make install mkdir /opt/rt3/var/data/RTx-Shredder/ chown apache /opt/rt3/var/data/RTx-Shredder/ -n ------------------------------------------------------------ "There are only 412 people in the world. And Nathan Mehl is 17 of them." (--Pete Ehlke) ---------------------------------------------------- From Ahalya_Nathan at mudnebr.com Tue Oct 25 12:59:36 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 25 Oct 2005 11:59:36 -0500 Subject: [rt-users] error using Shredder Message-ID: I installed it and it gave me this error: root at web sbin]# ./rtx-shredder --object Users=17062 --sqldump /usr/local/rt_dev/testdelete ************************************************************************ *** install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 /usr/local/lib/perl5/site_perl/5.8.6/i686-linux /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . /opt/rt3/local/lib /opt/rt3/lib) at (eval 201) line 3. Perhaps the DBD::mysql perl module hasn't been fully installed, or perhaps the capitalisation of 'mysql' isn't right. Available drivers: DBM, ExampleP, File, Oracle, Proxy, SQLite, Sponge. at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm line 108. ************************************************************************ **** When I tried installing DBD::mysql, it gave errors. Sample error message towards the end is: ************************************************************************ *** not ok 1: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) It looks as if your server is not up and running. This test requires a running server. Please make sure your server is running and retry. FAILED before any test output arrived t/mysql2.............Mysql connect('database=test;host=','',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at t/mysql2.t line 29 Can't call method "getserverinfo" on an undefined value at t/mysql2.t line 30. t/mysql2.............dubious Test returned status 255 (wstat 65280, 0xff00) Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------- t/10dsnlist.t 10 2560 9 17 188.89% 1-9 t/20createdrop.t 10 2560 5 9 180.00% 1-5 t/30insertfetch.t 10 2560 11 21 190.91% 1-11 t/35limit.t 10 2560 113 225 199.12% 1-113 t/40bindparam.t 10 2560 27 53 196.30% 1-27 t/40blobs.t 10 2560 11 21 190.91% 1-11 t/40listfields.t 10 2560 18 35 194.44% 1-18 t/40nulls.t 10 2560 11 21 190.91% 1-11 t/40numrows.t 10 2560 25 49 196.00% 1-25 t/41blobs_prepare.t 10 2560 24 47 195.83% 1-24 t/50chopblanks.t 10 2560 35 69 197.14% 1-35 t/50commit.t 255 65280 30 59 196.67% 1-30 t/ak-dbd.t 255 65280 90 175 194.44% 1 4-90 t/akmisc.t 10 2560 351 701 199.72% 1-351 t/dbdadmin.t 10 2560 21 41 195.24% 1-21 t/insertid.t 255 65280 12 24 200.00% 1-12 t/mysql.t ?? ?? % ?? t/mysql2.t 255 65280 ?? ?? % ?? 1 test skipped. Failed 18/20 test scripts, 10.00% okay. 859/866 subtests failed, 0.81% okay. I can't figure out what the problem is. Thanks Ahalya -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan J. Mehl Sent: Tuesday, October 25, 2005 11:48 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] error using Shredder In the immortal words of Nathan, Ahalya (Ahalya_Nathan at mudnebr.com): > How did you install RTx::Shredder? cd RTx-Shredder-0.02_02 perl Makefile.PL make make install mkdir /opt/rt3/var/data/RTx-Shredder/ chown apache /opt/rt3/var/data/RTx-Shredder/ -n ------------------------------------------------------------ "There are only 412 people in the world. And Nathan Mehl is 17 of them." (--Pete Ehlke) ---------------------------------------------- ------ _______________________________________________ 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 noyler at khimetrics.com Tue Oct 25 13:53:46 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Tue, 25 Oct 2005 10:53:46 -0700 Subject: [rt-users] error using Shredder Message-ID: <59B15593F41BD24591D59436E7226EAD02B42DDE@Khiphx2.khimetrics.com> > I installed it and it gave me this error: > root at web sbin]# ./rtx-shredder --object Users=17062 --sqldump > /usr/local/rt_dev/testdelete > ************************************************************************ > *** > install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC > contains: /opt/rt3/local/lib /opt/rt3/lib > /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 > /usr/local/lib/perl5/site_perl/5.8.6/i686-linux > /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . > /opt/rt3/local/lib /opt/rt3/lib) at (eval 201) line 3. > Perhaps the DBD::mysql perl module hasn't been fully installed, > or perhaps the capitalisation of 'mysql' isn't right. > Available drivers: DBM, ExampleP, File, Oracle, Proxy, SQLite, Sponge. > at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm > line 108. > ************************************************************************ > **** > > When I tried installing DBD::mysql, it gave errors. Sample error message > towards the end is: > > ************************************************************************ > *** > not ok 1: Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2) > It looks as if your server is not up and running. > This test requires a running server. > Please make sure your server is running and retry. > FAILED before any test output arrived > t/mysql2.............Mysql connect('database=test;host=','',...) failed: > Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2) at t/mysql2.t line 29 > Can't call method "getserverinfo" on an undefined value at t/mysql2.t > line 30. > t/mysql2.............dubious > Test returned status 255 (wstat 65280, 0xff00) > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ > ------- > t/10dsnlist.t 10 2560 9 17 188.89% 1-9 > t/20createdrop.t 10 2560 5 9 180.00% 1-5 > t/30insertfetch.t 10 2560 11 21 190.91% 1-11 > t/35limit.t 10 2560 113 225 199.12% 1-113 > t/40bindparam.t 10 2560 27 53 196.30% 1-27 > t/40blobs.t 10 2560 11 21 190.91% 1-11 > t/40listfields.t 10 2560 18 35 194.44% 1-18 > t/40nulls.t 10 2560 11 21 190.91% 1-11 > t/40numrows.t 10 2560 25 49 196.00% 1-25 > t/41blobs_prepare.t 10 2560 24 47 195.83% 1-24 > t/50chopblanks.t 10 2560 35 69 197.14% 1-35 > t/50commit.t 255 65280 30 59 196.67% 1-30 > t/ak-dbd.t 255 65280 90 175 194.44% 1 4-90 > t/akmisc.t 10 2560 351 701 199.72% 1-351 > t/dbdadmin.t 10 2560 21 41 195.24% 1-21 > t/insertid.t 255 65280 12 24 200.00% 1-12 > t/mysql.t ?? ?? % ?? > t/mysql2.t 255 65280 ?? ?? % ?? > 1 test skipped. > Failed 18/20 test scripts, 10.00% okay. 859/866 subtests failed, 0.81% > okay. > > I can't figure out what the problem is. > > Thanks > Ahalya Don't you have to set some configurations when installing DBD::MySQL like database name, username, and password for it's tests? I'm new at this, but that seems to be what it is. From Ahalya_Nathan at mudnebr.com Tue Oct 25 13:58:41 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 25 Oct 2005 12:58:41 -0500 Subject: [rt-users] error using Shredder Message-ID: It didn't ask me any information about database username and password Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: Nathan Oyler [mailto:noyler at khimetrics.com] Sent: Tuesday, October 25, 2005 12:54 PM To: Nathan, Ahalya; rt-users at lists.bestpractical.com Subject: RE: [rt-users] error using Shredder > I installed it and it gave me this error: > root at web sbin]# ./rtx-shredder --object Users=17062 --sqldump > /usr/local/rt_dev/testdelete > ************************************************************************ > *** > install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC > contains: /opt/rt3/local/lib /opt/rt3/lib > /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 > /usr/local/lib/perl5/site_perl/5.8.6/i686-linux > /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . > /opt/rt3/local/lib /opt/rt3/lib) at (eval 201) line 3. > Perhaps the DBD::mysql perl module hasn't been fully installed, > or perhaps the capitalisation of 'mysql' isn't right. > Available drivers: DBM, ExampleP, File, Oracle, Proxy, SQLite, Sponge. > at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm > line 108. > ************************************************************************ > **** > > When I tried installing DBD::mysql, it gave errors. Sample error message > towards the end is: > > ************************************************************************ > *** > not ok 1: Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2) > It looks as if your server is not up and running. > This test requires a running server. > Please make sure your server is running and retry. > FAILED before any test output arrived > t/mysql2.............Mysql connect('database=test;host=','',...) failed: > Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2) at t/mysql2.t line 29 > Can't call method "getserverinfo" on an undefined value at t/mysql2.t > line 30. > t/mysql2.............dubious > Test returned status 255 (wstat 65280, 0xff00) > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ > ------- > t/10dsnlist.t 10 2560 9 17 188.89% 1-9 > t/20createdrop.t 10 2560 5 9 180.00% 1-5 > t/30insertfetch.t 10 2560 11 21 190.91% 1-11 > t/35limit.t 10 2560 113 225 199.12% 1-113 > t/40bindparam.t 10 2560 27 53 196.30% 1-27 > t/40blobs.t 10 2560 11 21 190.91% 1-11 > t/40listfields.t 10 2560 18 35 194.44% 1-18 > t/40nulls.t 10 2560 11 21 190.91% 1-11 > t/40numrows.t 10 2560 25 49 196.00% 1-25 > t/41blobs_prepare.t 10 2560 24 47 195.83% 1-24 > t/50chopblanks.t 10 2560 35 69 197.14% 1-35 > t/50commit.t 255 65280 30 59 196.67% 1-30 > t/ak-dbd.t 255 65280 90 175 194.44% 1 4-90 > t/akmisc.t 10 2560 351 701 199.72% 1-351 > t/dbdadmin.t 10 2560 21 41 195.24% 1-21 > t/insertid.t 255 65280 12 24 200.00% 1-12 > t/mysql.t ?? ?? % ?? > t/mysql2.t 255 65280 ?? ?? % ?? > 1 test skipped. > Failed 18/20 test scripts, 10.00% okay. 859/866 subtests failed, 0.81% > okay. > > I can't figure out what the problem is. > > Thanks > Ahalya Don't you have to set some configurations when installing DBD::MySQL like database name, username, and password for it's tests? I'm new at this, but that seems to be what it is. From noyler at khimetrics.com Tue Oct 25 14:28:49 2005 From: noyler at khimetrics.com (Nathan Oyler) Date: Tue, 25 Oct 2005 11:28:49 -0700 Subject: [rt-users] error using Shredder Message-ID: <59B15593F41BD24591D59436E7226EAD02B42E42@Khiphx2.khimetrics.com> /root/.cpan/build/DBD-mysql-3.0002/INSTALL.html May help, or whatever suitable path for your system. > -----Original Message----- > From: Nathan, Ahalya [mailto:Ahalya_Nathan at mudnebr.com] > Sent: Tuesday, October 25, 2005 10:59 AM > To: Nathan Oyler; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] error using Shredder > > It didn't ask me any information about database username and password > > Ahalya Nathan > Senior Programmer / Analyst > Information Technology, Metropolitan Utilities District > (402) 504-7180 phone > (402) 504-5180 fax > > > -----Original Message----- > From: Nathan Oyler [mailto:noyler at khimetrics.com] > Sent: Tuesday, October 25, 2005 12:54 PM > To: Nathan, Ahalya; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] error using Shredder > > > I installed it and it gave me this error: > > root at web sbin]# ./rtx-shredder --object Users=17062 --sqldump > > /usr/local/rt_dev/testdelete > > > ************************************************************************ > > *** > > install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC > > contains: /opt/rt3/local/lib /opt/rt3/lib > > /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 > > /usr/local/lib/perl5/site_perl/5.8.6/i686-linux > > /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . > > /opt/rt3/local/lib /opt/rt3/lib) at (eval 201) line 3. > > Perhaps the DBD::mysql perl module hasn't been fully installed, > > or perhaps the capitalisation of 'mysql' isn't right. > > Available drivers: DBM, ExampleP, File, Oracle, Proxy, SQLite, Sponge. > > at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm > > line 108. > > > ************************************************************************ > > **** > > > > When I tried installing DBD::mysql, it gave errors. Sample error > message > > towards the end is: > > > > > ************************************************************************ > > *** > > not ok 1: Can't connect to local MySQL server through socket > > '/var/lib/mysql/mysql.sock' (2) > > It looks as if your server is not up and running. > > This test requires a running server. > > Please make sure your server is running and retry. > > FAILED before any test output arrived > > t/mysql2.............Mysql connect('database=test;host=','',...) > failed: > > Can't connect to local MySQL server through socket > > '/var/lib/mysql/mysql.sock' (2) at t/mysql2.t line 29 > > Can't call method "getserverinfo" on an undefined value at t/mysql2.t > > line 30. > > t/mysql2.............dubious > > Test returned status 255 (wstat 65280, 0xff00) > > Failed Test Stat Wstat Total Fail Failed List of Failed > > > ------------------------------------------------------------------------ > > ------- > > t/10dsnlist.t 10 2560 9 17 188.89% 1-9 > > t/20createdrop.t 10 2560 5 9 180.00% 1-5 > > t/30insertfetch.t 10 2560 11 21 190.91% 1-11 > > t/35limit.t 10 2560 113 225 199.12% 1-113 > > t/40bindparam.t 10 2560 27 53 196.30% 1-27 > > t/40blobs.t 10 2560 11 21 190.91% 1-11 > > t/40listfields.t 10 2560 18 35 194.44% 1-18 > > t/40nulls.t 10 2560 11 21 190.91% 1-11 > > t/40numrows.t 10 2560 25 49 196.00% 1-25 > > t/41blobs_prepare.t 10 2560 24 47 195.83% 1-24 > > t/50chopblanks.t 10 2560 35 69 197.14% 1-35 > > t/50commit.t 255 65280 30 59 196.67% 1-30 > > t/ak-dbd.t 255 65280 90 175 194.44% 1 4-90 > > t/akmisc.t 10 2560 351 701 199.72% 1-351 > > t/dbdadmin.t 10 2560 21 41 195.24% 1-21 > > t/insertid.t 255 65280 12 24 200.00% 1-12 > > t/mysql.t ?? ?? % ?? > > t/mysql2.t 255 65280 ?? ?? % ?? > > 1 test skipped. > > Failed 18/20 test scripts, 10.00% okay. 859/866 subtests failed, 0.81% > > okay. > > > > I can't figure out what the problem is. > > > > Thanks > > Ahalya > > > Don't you have to set some configurations when installing DBD::MySQL > like database name, username, and password for it's tests? > > I'm new at this, but that seems to be what it is. From jesse at bestpractical.com Tue Oct 25 12:30:24 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 25 Oct 2005 12:30:24 -0400 Subject: FW: [rt-users] RT 3.2.3 -> 3.4.4 In-Reply-To: <20051025005041.4E7CE4D80DC@diesel.bestpractical.com> References: <20051025005041.4E7CE4D80DC@diesel.bestpractical.com> Message-ID: <435E5DA0.8070404@bestpractical.com> J.P. Racine wrote: > I think that I must have something seriously wrong with the database after an > upgrade of rt3.2.3 to 3.4.4. In particular how my CachedGoupMembers table has > an index length of 225001472 for 2471666 rows... I think that mysqld is just > stalling on a table copy because the mysqld cpu ( cache hits ) go to %99 and > frequently abort client conections. If I kill the mysql process the > 'Tickets_Overlay.pm' related web UI pages work as they 'normally should'. > We're currently testing a fix for this issue. I hope to have it in public svn within the next week, with an RT 3.4.5 prerelease shortly thereafter. Jesse -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From pau at imente.com Tue Oct 25 14:01:27 2005 From: pau at imente.com (=?ISO-8859-1?Q?Pau_Montero_Par=E9s?=) Date: Tue, 25 Oct 2005 20:01:27 +0200 Subject: [rt-users] Adding and updating custom fields from the command line Message-ID: Hi all! How can I add or update a custom field from the command line? Is that possible? I'm using request tracker 3.4.1 Thanks a lot in advance! -- 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 raanders at acm.org Tue Oct 25 14:36:23 2005 From: raanders at acm.org (Roderick A. Anderson) Date: Tue, 25 Oct 2005 11:36:23 -0700 Subject: [rt-users] RT: Essentials -- ToDo example Message-ID: <435E7B27.50405@acm.org> Before I post a bug report I wanted to find out if I misunderstood the example on pages 113-114 "Personal To-Do Lists". After a "miss-reading" I changed the ACL's to the correct setting but a ToDo Queue item I created is visible to other, normal-Privledged, users. Initially I set the ACLs so Everyone ( instead of Priviledged Users ) could SeeQueue, CreateTicket, and OwnTicket. But the Owner group was set correctly(?): CommentOnTicket, ShowTicket, ShowTicketComments, ReplyToTicket, and ModifyTicket. I accessed the Ticket ( as another user ) with the Everyone ACLs set then went back and corrected them but can still access the ticket as that and other users. Did I missunderstand the ACLs? Can there be a Queue everyone can access but they can only see their tickets? Oh yeah! RT 3.4.4 Rod -- From mfarver at ticom.com Tue Oct 25 14:55:43 2005 From: mfarver at ticom.com (Mark Farver) Date: Tue, 25 Oct 2005 13:55:43 -0500 Subject: [rt-users] Limiting Unowned tickets to queues Message-ID: <435E7FAF.5040805@ticom.com> Just checking before I dive in and fix it myself, but does someone have a different version of the unowned tickets element from the Home RT screen that shows only the tickets in queues that the user has access to? The default version's query is "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')" which can get filled up with irrelevent tickets. The hangup is that it seems like it would have to be a multiple query thing, find all the queues the user has access to (Take or maybe SeeQueue) and loop thru adding them as another limit to the above query. Still, it seems like something someone else would have done already.... if anyone has an example or a pointer to an example it would be appreciated. Thanks Mark Farver From fabiano.tomimatsu at camara.gov.br Tue Oct 25 14:50:29 2005 From: fabiano.tomimatsu at camara.gov.br (Fabiano Tomimatsu) Date: Tue, 25 Oct 2005 16:50:29 -0200 Subject: [rt-users] CustomFields and Attachment in email Message-ID: <20051025185049.07B1A2F046F@epicuro.camara.gov.br> I've created a queue with some customs fields. I've used the scrip extractCustomFieldValue to extract values of an email and automatically fill the ticket created through this email. I verified that the email must be sent in plain-text format in order to scrip functions correctly. However, if an email will be sent with an attached file, the script extractCustomFieldValue not functions, in other words, customs fields aren't fill from email and the ticket is created with the empty customs fields. How do I? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.jpg Type: image/jpeg Size: 25824 bytes Desc: image001.jpg URL: From jon at csail.mit.edu Tue Oct 25 17:11:50 2005 From: jon at csail.mit.edu (Jonathan D. Proulx) Date: Tue, 25 Oct 2005 17:11:50 -0400 Subject: [rt-users] CLI issues... Message-ID: <20051025211150.GC18828@csail.mit.edu> This is probably a stupid problem but I can't seem to get the CLI to run over SSL: rt list "status='new'" Password: rt: Server error: read failed: error:14094410:SSL routines:SSL3_READ_BYTES:sslv3 alert handshake failure | error:140940E5:SSL routines:SSL3_READ_BYTES:ssl handshake failure (500) The server is configured to only listen on SSL (and authenticats with client certs, my next likely problem). This is a running installation, but hte person who set it up has been gone for some time...so I'm trying to come up to speed. Thanks, -Jon From stevensc at nsuok.edu Tue Oct 25 18:10:11 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Tue, 25 Oct 2005 17:10:11 -0500 Subject: [rt-users] oracle setup Message-ID: <435EAD43.80507@nsuok.edu> 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. I have not been able to insert a few of the tables. I have been running the perl debugger on rt-setup-database to try and see my way through it. I can be more detailed here in another message. As far the the gui goes: I have not been able to get the 'Preferences' button to appear next to the '| Logout' toggle. At the moment I would really appreciate andy general RT/Oracle information. I would also like some insight into the missing 'Preferences' option. Thanks for the help. -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From Ahalya_Nathan at mudnebr.com Tue Oct 25 18:42:40 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 25 Oct 2005 17:42:40 -0500 Subject: [rt-users] error using Shredder Message-ID: But I am using a Oracle database so why should there be a installation for DBD::mysql? Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: Nathan, Ahalya Sent: Tuesday, October 25, 2005 12:59 PM To: 'Nathan Oyler'; rt-users at lists.bestpractical.com Subject: RE: [rt-users] error using Shredder It didn't ask me any information about database username and password Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 504-7180 phone (402) 504-5180 fax -----Original Message----- From: Nathan Oyler [mailto:noyler at khimetrics.com] Sent: Tuesday, October 25, 2005 12:54 PM To: Nathan, Ahalya; rt-users at lists.bestpractical.com Subject: RE: [rt-users] error using Shredder > I installed it and it gave me this error: > root at web sbin]# ./rtx-shredder --object Users=17062 --sqldump > /usr/local/rt_dev/testdelete > ************************************************************************ > *** > install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC > contains: /opt/rt3/local/lib /opt/rt3/lib > /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 > /usr/local/lib/perl5/site_perl/5.8.6/i686-linux > /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . > /opt/rt3/local/lib /opt/rt3/lib) at (eval 201) line 3. > Perhaps the DBD::mysql perl module hasn't been fully installed, > or perhaps the capitalisation of 'mysql' isn't right. > Available drivers: DBM, ExampleP, File, Oracle, Proxy, SQLite, Sponge. > at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm > line 108. > ************************************************************************ > **** > > When I tried installing DBD::mysql, it gave errors. Sample error message > towards the end is: > > ************************************************************************ > *** > not ok 1: Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2) > It looks as if your server is not up and running. > This test requires a running server. > Please make sure your server is running and retry. > FAILED before any test output arrived > t/mysql2.............Mysql connect('database=test;host=','',...) failed: > Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2) at t/mysql2.t line 29 > Can't call method "getserverinfo" on an undefined value at t/mysql2.t > line 30. > t/mysql2.............dubious > Test returned status 255 (wstat 65280, 0xff00) > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ > ------- > t/10dsnlist.t 10 2560 9 17 188.89% 1-9 > t/20createdrop.t 10 2560 5 9 180.00% 1-5 > t/30insertfetch.t 10 2560 11 21 190.91% 1-11 > t/35limit.t 10 2560 113 225 199.12% 1-113 > t/40bindparam.t 10 2560 27 53 196.30% 1-27 > t/40blobs.t 10 2560 11 21 190.91% 1-11 > t/40listfields.t 10 2560 18 35 194.44% 1-18 > t/40nulls.t 10 2560 11 21 190.91% 1-11 > t/40numrows.t 10 2560 25 49 196.00% 1-25 > t/41blobs_prepare.t 10 2560 24 47 195.83% 1-24 > t/50chopblanks.t 10 2560 35 69 197.14% 1-35 > t/50commit.t 255 65280 30 59 196.67% 1-30 > t/ak-dbd.t 255 65280 90 175 194.44% 1 4-90 > t/akmisc.t 10 2560 351 701 199.72% 1-351 > t/dbdadmin.t 10 2560 21 41 195.24% 1-21 > t/insertid.t 255 65280 12 24 200.00% 1-12 > t/mysql.t ?? ?? % ?? > t/mysql2.t 255 65280 ?? ?? % ?? > 1 test skipped. > Failed 18/20 test scripts, 10.00% okay. 859/866 subtests failed, 0.81% > okay. > > I can't figure out what the problem is. > > Thanks > Ahalya Don't you have to set some configurations when installing DBD::MySQL like database name, username, and password for it's tests? I'm new at this, but that seems to be what it is. From jra at baylink.com Tue Oct 25 19:16:50 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 25 Oct 2005 19:16:50 -0400 Subject: [rt-users] Custom fields sort order In-Reply-To: <20051025000849.GL995@chaka.net>; from Todd Chapman on Mon, Oct 24, 2005 at 08:08:49PM -0400 References: <002401c5d59b$6a118f30$650115ac@mforma.com> <20051023212851.GK995@chaka.net> <20051024182615.K21427@cgi.jachomes.com> <20051025000849.GL995@chaka.net> Message-ID: <20051025191650.O16837@cgi.jachomes.com> On Mon, Oct 24, 2005 at 08:08:49PM -0400, Todd Chapman wrote: > On Mon, Oct 24, 2005 at 06:26:15PM -0400, Jay R. Ashworth wrote: > > On Sun, Oct 23, 2005 at 05:28:51PM -0400, Todd Chapman wrote: > > > You want to change the order of the custom fields themselves, > > > or the values stored in each custom field? > > > > I believe the original querent wants to sort the responses in the pick > > list; I, on the other hand, want to rearrange the order of the fields > > on the screen. > > > > So feel free to answer both questions. :-) > > Doesn't the page where yo assign the custom fields to the queues > allow you to sort them? On reflection, I guess it does. Since that was his question, not mine, I wasn't thinking about that. Is there anyway to resort the order in which they appear on the page? (and my companion question: what's the easiest way to get the ticket-level fields to appear on the tranx-level page?) 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 jra at baylink.com Tue Oct 25 19:19:47 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 25 Oct 2005 19:19:47 -0400 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <435DD45E.9020309@internode.com.au>; from Luke Vanderfluit on Tue, Oct 25, 2005 at 04:14:46PM +0930 References: <435DD45E.9020309@internode.com.au> Message-ID: <20051025191947.P16837@cgi.jachomes.com> On Tue, Oct 25, 2005 at 04:14:46PM +0930, Luke Vanderfluit wrote: > I'm pretty sure that the lag is caused by an oversized attachments table. > Are there any suggestions for additional indexes on the attachments > table that could speed things up? For what it's worth, the easiest and most cost-effective solution for speed problems on DBMS-backed apps is always "get more RAM". By "More RAM", I mean that (given today's prices, and assuming it's a production system supporting real people spending real money) 2GB isn't remotely unreasonable. Step 2 is "split the code from the DBMS"; that one may be pricey enough to require more analysis. It's almost always a first step cheaper than lots of diagnosis time, unless your time is free. (Really free, not just no-marginal-cost free). 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 jra at baylink.com Tue Oct 25 19:21:47 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 25 Oct 2005 19:21:47 -0400 Subject: [rt-users] Limiting Unowned tickets to queues In-Reply-To: <435E7FAF.5040805@ticom.com>; from Mark Farver on Tue, Oct 25, 2005 at 01:55:43PM -0500 References: <435E7FAF.5040805@ticom.com> Message-ID: <20051025192147.Q16837@cgi.jachomes.com> On Tue, Oct 25, 2005 at 01:55:43PM -0500, Mark Farver wrote: > Just checking before I dive in and fix it myself, but does someone have > a different version of the unowned tickets element from the Home RT > screen that shows only the tickets in queues that the user has access > to? The default version's query is "Owner = 'Nobody' AND ( Status = > 'new' OR Status = 'open')" which can get filled up with irrelevent tickets. > > The hangup is that it seems like it would have to be a multiple query > thing, find all the queues the user has access to (Take or maybe > SeeQueue) and loop thru adding them as another limit to the above query. Nah; you just need a subquery. I *think* I've seen this; have you skimmed the archive, and checked the wiki? 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 todd at chaka.net Tue Oct 25 20:22:28 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 25 Oct 2005 20:22:28 -0400 Subject: [rt-users] Custom fields sort order In-Reply-To: <20051025191650.O16837@cgi.jachomes.com> References: <002401c5d59b$6a118f30$650115ac@mforma.com> <20051023212851.GK995@chaka.net> <20051024182615.K21427@cgi.jachomes.com> <20051025000849.GL995@chaka.net> <20051025191650.O16837@cgi.jachomes.com> Message-ID: <20051026002228.GM995@chaka.net> On Tue, Oct 25, 2005 at 07:16:50PM -0400, Jay R. Ashworth wrote: > On Mon, Oct 24, 2005 at 08:08:49PM -0400, Todd Chapman wrote: > > On Mon, Oct 24, 2005 at 06:26:15PM -0400, Jay R. Ashworth wrote: > > > On Sun, Oct 23, 2005 at 05:28:51PM -0400, Todd Chapman wrote: > > > > You want to change the order of the custom fields themselves, > > > > or the values stored in each custom field? > > > > > > I believe the original querent wants to sort the responses in the pick > > > list; I, on the other hand, want to rearrange the order of the fields > > > on the screen. > > > > > > So feel free to answer both questions. :-) > > > > Doesn't the page where yo assign the custom fields to the queues > > allow you to sort them? > > On reflection, I guess it does. Since that was his question, not mine, > I wasn't thinking about that. > > Is there anyway to resort the order in which they appear on the page? > > (and my companion question: what's the easiest way to get the > ticket-level fields to appear on the tranx-level page?) > That is how you get them to the order you want. http://yourhost/Admin/Queues/CustomFields.html?SubType=RT::Ticket&id=1 From ruslan.zakirov at gmail.com Tue Oct 25 22:02:43 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 06:02:43 +0400 Subject: [rt-users] error using Shredder In-Reply-To: References: Message-ID: <589c94400510251902s68006754vd43028638b0412cf@mail.gmail.com> You don't need DBD::mysql if you use Oracle as RT DB. If you grep through shredder source you wouldn't find mysql word. On 10/25/05, Nathan, Ahalya wrote: > I installed it and it gave me this error: > root at web sbin]# ./rtx-shredder --object Users=17062 --sqldump > /usr/local/rt_dev/testdelete > ************************************************************************ > *** > install_driver(mysql) failed: Can't locate DBD/mysql.pm in @INC (@INC > contains: /opt/rt3/local/lib /opt/rt3/lib > /usr/local/lib/perl5/5.8.6/i686-linux /usr/local/lib/perl5/5.8.6 > /usr/local/lib/perl5/site_perl/5.8.6/i686-linux > /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl . > /opt/rt3/local/lib /opt/rt3/lib) at (eval 201) line 3. > Perhaps the DBD::mysql perl module hasn't been fully installed, > or perhaps the capitalisation of 'mysql' isn't right. > Available drivers: DBM, ExampleP, File, Oracle, Proxy, SQLite, Sponge. > at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Handle.pm > line 108. > ************************************************************************ > **** > > When I tried installing DBD::mysql, it gave errors. Sample error message > towards the end is: > > ************************************************************************ > *** > not ok 1: Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2) > It looks as if your server is not up and running. > This test requires a running server. > Please make sure your server is running and retry. > FAILED before any test output arrived > t/mysql2.............Mysql connect('database=test;host=','',...) failed: > Can't connect to local MySQL server through socket > '/var/lib/mysql/mysql.sock' (2) at t/mysql2.t line 29 > Can't call method "getserverinfo" on an undefined value at t/mysql2.t > line 30. > t/mysql2.............dubious > Test returned status 255 (wstat 65280, 0xff00) > Failed Test Stat Wstat Total Fail Failed List of Failed > ------------------------------------------------------------------------ > ------- > t/10dsnlist.t 10 2560 9 17 188.89% 1-9 > t/20createdrop.t 10 2560 5 9 180.00% 1-5 > t/30insertfetch.t 10 2560 11 21 190.91% 1-11 > t/35limit.t 10 2560 113 225 199.12% 1-113 > t/40bindparam.t 10 2560 27 53 196.30% 1-27 > t/40blobs.t 10 2560 11 21 190.91% 1-11 > t/40listfields.t 10 2560 18 35 194.44% 1-18 > t/40nulls.t 10 2560 11 21 190.91% 1-11 > t/40numrows.t 10 2560 25 49 196.00% 1-25 > t/41blobs_prepare.t 10 2560 24 47 195.83% 1-24 > t/50chopblanks.t 10 2560 35 69 197.14% 1-35 > t/50commit.t 255 65280 30 59 196.67% 1-30 > t/ak-dbd.t 255 65280 90 175 194.44% 1 4-90 > t/akmisc.t 10 2560 351 701 199.72% 1-351 > t/dbdadmin.t 10 2560 21 41 195.24% 1-21 > t/insertid.t 255 65280 12 24 200.00% 1-12 > t/mysql.t ?? ?? % ?? > t/mysql2.t 255 65280 ?? ?? % ?? > 1 test skipped. > Failed 18/20 test scripts, 10.00% okay. 859/866 subtests failed, 0.81% > okay. > > I can't figure out what the problem is. > > Thanks > Ahalya > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Nathan J. > Mehl > Sent: Tuesday, October 25, 2005 11:48 AM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] error using Shredder > > In the immortal words of Nathan, Ahalya (Ahalya_Nathan at mudnebr.com): > > How did you install RTx::Shredder? > > cd RTx-Shredder-0.02_02 > perl Makefile.PL > make > make install > > mkdir /opt/rt3/var/data/RTx-Shredder/ > chown apache /opt/rt3/var/data/RTx-Shredder/ > > -n > > ------------------------------------------------------------ k.org> > "There are only 412 people in the world. And Nathan Mehl is 17 of them." > (--Pete > Ehlke) > ---------------------------------------------- > ------ > _______________________________________________ > 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 Oct 25 22:04:38 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 06:04:38 +0400 Subject: [rt-users] error using Shredder In-Reply-To: <20051025160236.GU45336@blank.org> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <20051021224619.GE45336@blank.org> <20051024200525.GQ45336@blank.org> <20051025144653.GT45336@blank.org> <20051025160236.GU45336@blank.org> Message-ID: <589c94400510251904s4a8bfba8m3f0262082233dbaf@mail.gmail.com> On 10/25/05, Nathan J. Mehl wrote: > > Trying to blow away a bunch of users created by a spam run, Shredder > kicks back the following error: > > error: couldn't find resolver for dependency 'RT::User-16346 > (depends on,resolvable dependency) RT::Attachment-36478' at > /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm line 87. use --replace_relations option of the users plugin > > context: ... > 83: TargetClass => $self->TargetClass, > 84: ); > 85: > 86: unless( $resolver ) { > 87: die "couldn't find resolver for dependency '". $self->AsString ."'"; > 88: } > 89: unless( UNIVERSAL::isa( $resolver => 'CODE' ) ) { > 90: die "resolver is not code reference: '$resolver'"; > 91: } > ... > > code stack: > /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm:87 > /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:211 > /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:197 > /usr/local/rt34/local/lib/RTx/Shredder.pm:348 > /usr/local/rt34/share/html/Admin/Tools/Shredder/index.html:73 > /usr/local/rt34/share/html/Admin/Tools/Shredder/autohandler:12 > /usr/local/rt34/share/html/Admin/autohandler:47 > /usr/local/rt34/share/html/autohandler:215 > > > ------------------------------------------------------------ > My motorcycle/ > stands forlorn on Hurlbut Street. > The fucker won't start. (--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 scottchamings at gmail.com Tue Oct 25 23:32:31 2005 From: scottchamings at gmail.com (scottchamings at gmail.com) Date: Wed, 26 Oct 2005 13:02:31 +0930 Subject: [rt-users] rt-mailgate, smrsh, sendmail and attachments Message-ID: <4fa9d8320510252032n3f2111e5t791ac42e8beadde8@mail.gmail.com> Hi, When attachments are send through to RT, the job is created but no attachment to the job. We are running RT 3.0.10 on Fedora Core 1. mailq shows: /var/spool/mqueue (1 request) -----Q-ID----- --Size-- -----Q-Time----- ------------Sender/Recipient----------- j9Q2Fh9l016697 3395073 Wed Oct 26 11:45 (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) "|/opt/rt3/bin/rt-mailgate --queue gen Total requests: 1 The syslog contains: Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) LIMIT 1' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL server has gone away at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. (/opt/rt3/lib/RT.pm:247) Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't execute the query 'SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1) ) AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group') LIMIT 1' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. (/opt/rt3/lib/RT.pm:247) Oct 26 12:51:59 helpdesk RT: Ticket 3624 created in queue '' by private at sosnipped.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:640) Any ideas? I have tried a fix I found reagrding doing a symlink from /usr/bin to rt-mailgate etc but no difference so far.... Thanks Scott From ruslan.zakirov at gmail.com Tue Oct 25 23:56:49 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 07:56:49 +0400 Subject: [rt-users] Javascript in Header In-Reply-To: <205D20196806AE41A9D8A9E982659E27013BB9B1@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27013BB9B1@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <589c94400510252056x651008b6t1bb2cbb301287d51@mail.gmail.com> On 10/24/05, Myers, Adam wrote: > > I am running RT 3.4.4 / Solaris 10 / Oracle 9g / FastCGI / Apache2. > > I have a JavaScript calendar popup that I use for selecting dates on the > interface. It makes it much easier for users to enter a date instead of > typing the numbers in. I put in the Header file > (./local/html/Elements/Header) the links to the script files located in > ./local/html/NoAuth and it runs great. The only problem is when I login to > RT the first time it authenticates fine, but as soon as I click on any link > to a new page I am returned to the login page. When I login again it then > takes me to the appropriate page, and then all is well the rest of the > session. > > Here are the links: > > > href="<%$RT::WebPath%>/NoAuth/jscalendar/calendar-system.css" > title="calendar-system" /> > > > > I know that it has to do with the links to NoAuth because I have commented > them out and it runs great. I also have this implemented on another > instance of RT that uses a MySQL backend instead of Oracle and it does not > have this problem. Is it because session handling is not stored in the DB > when using Oracle? It has nothing to do with the actual jscript since I am > using other jscripts that do not like the link in Header either. I could > paste all the script text into the Header file but that would be a lot of > text in the HTML source. I also noticed that RTx-Shredder and other RT > javascript is put right into the Header Mason component. Why? I don't have good reason. My plan was "put it here, but when it would be large, refactor it and put into .js file." > > Any tips or ideas? > 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 > > 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 Oct 26 00:05:32 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 08:05:32 +0400 Subject: [rt-users] RT: Essentials -- ToDo example In-Reply-To: <435E7B27.50405@acm.org> References: <435E7B27.50405@acm.org> Message-ID: <589c94400510252105m776e3543ja674b8e3c518ca48@mail.gmail.com> On 10/25/05, Roderick A. Anderson wrote: > Before I post a bug report I wanted to find out if I misunderstood the > example on pages 113-114 "Personal To-Do Lists". > > After a "miss-reading" I changed the ACL's to the correct setting but a > ToDo Queue item I created is visible to other, normal-Privledged, users. > > Initially I set the ACLs so Everyone ( instead of Priviledged Users ) > could SeeQueue, CreateTicket, and OwnTicket. But the Owner group was > set correctly(?): CommentOnTicket, ShowTicket, ShowTicketComments, > ReplyToTicket, and ModifyTicket. > > I accessed the Ticket ( as another user ) with the Everyone ACLs set > then went back and corrected them but can still access the ticket as > that and other users. May be your users have 'ShowTicket' right for this queue. Didn't get book yet, but I think it uses roles to delegate correct rights to user. You have to revoke 'ShowTicket' right from all users and groups on this queue and only grant it via Requestor and/or Owner role. > > Did I missunderstand the ACLs? Can there be a Queue everyone can access > but they can only see their tickets? > > Oh yeah! RT 3.4.4 > > > Rod -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Oct 26 00:41:57 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 08:41:57 +0400 Subject: [rt-users] The holy grail: RT, Apache/unix, and Active Directory Single Sign-On (yes, really) In-Reply-To: <20051024200525.GQ45336@blank.org> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <20051021224619.GE45336@blank.org> <20051024200525.GQ45336@blank.org> Message-ID: <589c94400510252141u3e4e15deqd6c7ab287b10000b@mail.gmail.com> <<< 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. From ruslan.zakirov at gmail.com Wed Oct 26 00:56:52 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 08:56:52 +0400 Subject: [rt-users] The holy grail: RT, Apache/unix, and Active Directory Single Sign-On (yes, really) In-Reply-To: <20051024200525.GQ45336@blank.org> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <20051021224619.GE45336@blank.org> <20051024200525.GQ45336@blank.org> Message-ID: <589c94400510252156j4b6ac7b0yf13434624fa2745d@mail.gmail.com> <<< If you are not starting from scratch, but are trying to integrate a pre-existing RT instance with an Active Directory server, you are going to have to decide what to do about the pre-existing auto-created-by-email accounts on the RT side (if any). If you do nothing, you won't break anything, but you'll lose some historical continuity because post-unification RT will create new accounts for each user as they log in. If that's an issue, you'll need to go through the existing set of auto-created accounts and change their usernames from "user at domain" to just "user". >>> I think this note about internal users only, who are in the AD. AFAIK RT wouldn't allow to create new user(even with different Name) with the same EmailAddress, so you have to do this step if at least one user from the AD is in RT allready. 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Oct 26 01:02:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 09:02:15 +0400 Subject: [rt-users] SelectQueue CustomField In-Reply-To: References: Message-ID: <589c94400510252202j71031bd2sdb9f5c41c46a329f@mail.gmail.com> On 10/25/05, Rob Scheibel wrote: > Trying to get a User CustomField to appear in the SelectQueue file and > having no luck. Here's what I've got: > > my $CFObj = RT::CustomField->new($queue->CurrentUser); > $CFObj->LoadByNameAndQueue(Name => 'DefaultQueue', Queue => $queue->Id); > > The name of the CustomField is 'DefaultQueue' and it's setup as a User > CustomField versus a Ticket CustomField. I keep getting "undefined" when I If it user's CF then it has no relation with any Queue. If CF is assigned to User then it's not assigned to Ticket/Transaction/Queue, because Users are not grouped into queues. > try to do $CFObj->Id after the 2nd line of code. > > I'm beyond stumped and would appreciate any and all help. > > Thanks a bunch everyone! > > -rob > _______________________________________________ > 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 Oct 26 01:30:13 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 09:30:13 +0400 Subject: FW: [rt-users] RT 3.2.3 -> 3.4.4 In-Reply-To: <20051025005041.4E7CE4D80DC@diesel.bestpractical.com> References: <20051025005041.4E7CE4D80DC@diesel.bestpractical.com> Message-ID: <589c94400510252230o7d3b1902n64197c458fbd7842@mail.gmail.com> On 10/25/05, J.P. Racine wrote: > > I think that I must have something seriously wrong with the database after an > upgrade of rt3.2.3 to 3.4.4. In particular how my CachedGoupMembers table has > an index length of 225001472 for 2471666 rows... I think that mysqld is just > stalling on a table copy because the mysqld cpu ( cache hits ) go to %99 and > frequently abort client conections. If I kill the mysql process the > 'Tickets_Overlay.pm' related web UI pages work as they 'normally should'. [snip] > These two queries are causing the most troupble:... > > SELECT DISTINCT main.* FROM Users main , Principals Principals_1, > CachedGroupMembers CachedGroupMembers_2 WHERE ((CachedGroupMembers_2.GroupId = > '1102001')) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND > ((Principals_1.Disabled = '0')) AND ((main.id = Principals_1.id)) ORDER BY > main.Name ASC [snip] > > SELECT DISTINCT main.* FROM Users main , Principals Principals_1, > CachedGroupMembers CachedGroupMembers_2 WHERE ((CachedGroupMembers_2.GroupId = > NULL)) AND ((CachedGroupMembers_2.MemberId = Principals_1.id)) AND > ((Principals_1.Disabled = '0')) AND ((main.id = Principals_1.id)) ORDER BY > main.Name ASC EXPLAIN is useless because you have changed query, could you resend correct EXPLAIN. > > +----+-------------+----------------------+--------+--------------------+------- > -----+---------+-----------------------------------+------+--------------------- > --------------------------------------+ > | id | select_type | table | type | possible_keys | key > | key_len | ref | rows | Extra > | > +----+-------------+----------------------+--------+--------------------+------- > -----+---------+-----------------------------------+------+--------------------- > --------------------------------------+ > | 1 | SIMPLE | CachedGroupMembers_2 | ref | DisGrouMem,GrouMem | > DisGrouMem | 5 | const | 1 | Using where; > Using index; Using temporary; Using filesort | > | 1 | SIMPLE | Principals_1 | eq_ref | PRIMARY | > PRIMARY | 4 | rt3.CachedGroupMembers_2.MemberId | 1 | Using where > | > | 1 | SIMPLE | main | eq_ref | PRIMARY,Users3 | > PRIMARY | 4 | rt3.Principals_1.id | 1 | > | > +----+-------------+----------------------+--------+--------------------+------- > -----+---------+-----------------------------------+------+--------------------- > --------------------------------------+ > 3 rows in set (0.00 sec) > > Suggestions? Is this a mysql table access problem/bug? Should you be using a > GROUP BY instead of ORDER BY? Technically the requests work but the database > looks hosed... > > -jp > > >-----Original Message----- > >From: J.P. Racine [mailto:racinejp at vianet.ca] > >Sent: Friday, October 21, 2005 6:57 PM > >To: 'rt-users at lists.bestpractical.com' > >Subject: RE: [rt-users] RT 3.2.3 -> 3.4.4 > > > >The speed issues are related to SELECT DISTICT where using the query builder > >causes a timeout ( past what fastcgi is set to 120-240 ) > > > >FastCGI 2.4.2 > >Apache 1.3.34 > >Mysql 4.1.15 > > > > _______________________________________________ > 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 Oct 26 01:37:38 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 09:37:38 +0400 Subject: [rt-users] Limiting Unowned tickets to queues In-Reply-To: <20051025192147.Q16837@cgi.jachomes.com> References: <435E7FAF.5040805@ticom.com> <20051025192147.Q16837@cgi.jachomes.com> Message-ID: <589c94400510252237x401c062es5053a10485c48bb9@mail.gmail.com> On 10/26/05, Jay R. Ashworth wrote: > On Tue, Oct 25, 2005 at 01:55:43PM -0500, Mark Farver wrote: > > Just checking before I dive in and fix it myself, but does someone have > > a different version of the unowned tickets element from the Home RT > > screen that shows only the tickets in queues that the user has access > > to? The default version's query is "Owner = 'Nobody' AND ( Status = > > 'new' OR Status = 'open')" which can get filled up with irrelevent tickets. > > > > The hangup is that it seems like it would have to be a multiple query > > thing, find all the queues the user has access to (Take or maybe > > SeeQueue) and loop thru adding them as another limit to the above query. > > Nah; you just need a subquery. I *think* I've seen this; have you > skimmed the archive, and checked the wiki? Yeah, working solution was posted to the list less then month ago. > > 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 ruslan.zakirov at gmail.com Wed Oct 26 01:41:40 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 09:41:40 +0400 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <435DD45E.9020309@internode.com.au> References: <435DD45E.9020309@internode.com.au> Message-ID: <589c94400510252241p57fbedcu69275c2c54056255@mail.gmail.com> On 10/25/05, Luke Vanderfluit wrote: > Hi. > > I have upgraded RT from 3.0.11 to 3.4.4. Mysql 4.0.18, Apache 1.3.27 > (with static modperl module). > The database we are using is quite large. > The main problem we are having is when a user needs to comment on a > ticket, the loading of a ticket can take quite a long time. > This is due to mysql churning through data. > I'd like to find out how to speed up this process. > > How do I find out what tables mysql is checking through when RT is > loading the Update.html page? http://wiki.bestpractical.com/?Debug > > I'm pretty sure that the lag is caused by an oversized attachments table. > Are there any suggestions for additional indexes on the attachments > table that could speed things up? > > 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 > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Wed Oct 26 01:49:55 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 26 Oct 2005 09:49:55 +0400 Subject: [rt-users] rt-mailgate, smrsh, sendmail and attachments In-Reply-To: <4fa9d8320510252032n3f2111e5t791ac42e8beadde8@mail.gmail.com> References: <4fa9d8320510252032n3f2111e5t791ac42e8beadde8@mail.gmail.com> Message-ID: <589c94400510252249n341cf4c6r5e70caca9a49b9e0@mail.gmail.com> On 10/26/05, scottchamings at gmail.com wrote: > Hi, > > When attachments are send through to RT, the job is created but no > attachment to the job. > > We are running RT 3.0.10 on Fedora Core 1. > > mailq shows: > > /var/spool/mqueue (1 request) > -----Q-ID----- --Size-- -----Q-Time----- ------------Sender/Recipient----------- > j9Q2Fh9l016697 3395073 Wed Oct 26 11:45 > (Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPF) > "|/opt/rt3/bin/rt-mailgate --queue gen > Total requests: 1 > > The syslog contains: > > Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't > execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. > (/opt/rt3/lib/RT.pm:247) > Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL > server has gone away at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. > (/opt/rt3/lib/RT.pm:247) > Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't > execute the query 'UPDATE Tickets SET LastUpdated=? WHERE id=? ' at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. > (/opt/rt3/lib/RT.pm:247) > Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL > server has gone away at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. > (/opt/rt3/lib/RT.pm:247) > Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't > execute the query 'SELECT ACL.id from ACL, Groups, Principals, > CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR > ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND > CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND > Principals.id = CachedGroupMembers.GroupId AND > CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' > OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( ( > ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND > (Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR > Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal')) ) > LIMIT 1' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm > line 417. (/opt/rt3/lib/RT.pm:247) > Oct 26 12:51:59 helpdesk RT: DBD::mysql::st execute failed: MySQL > server has gone away at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. > (/opt/rt3/lib/RT.pm:247) > Oct 26 12:51:59 helpdesk RT: RT::Handle=HASH(0xa811440) couldn't > execute the query 'SELECT ACL.id from ACL, Groups, Principals, > CachedGroupMembers WHERE (ACL.RightName = 'SuperUser' OR > ACL.RightName = 'SeeQueue') AND Principals.Disabled = 0 AND > CachedGroupMembers.Disabled = 0 AND Principals.id = Groups.id AND > Principals.id = CachedGroupMembers.GroupId AND > CachedGroupMembers.MemberId = '1' AND ( ACL.ObjectType = 'RT::System' > OR (ACL.ObjectType = 'RT::Queue' AND ACL.ObjectId = '1')) AND ( > ((Groups.Domain = 'RT::Queue-Role' AND Groups.Instance = 1) ) AND > Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND > Principals.PrincipalType = 'Group') LIMIT 1' at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. > (/opt/rt3/lib/RT.pm:247) > Oct 26 12:51:59 helpdesk RT: Ticket 3624 created in queue '' by > private at sosnipped.com (/opt/rt3/lib/RT/Ticket_Overlay.pm:640) > > > Any ideas? I have tried a fix I found reagrding doing a symlink from > /usr/bin to rt-mailgate etc but no difference so far.... Looks more like mysql problem, because "server has gone away" error means that server(or one process) died before RT finished job. The reason could be that mysql overflows system's limits and system kills it, or may be mysql segfaults or something else. check mysql error logs. You could try to update mysql to the latest stable release and check if it works for you. > > Thanks > > Scott > _______________________________________________ > 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 dev.crash at gmail.com Wed Oct 26 02:05:59 2005 From: dev.crash at gmail.com (David) Date: Wed, 26 Oct 2005 16:05:59 +1000 Subject: [rt-users] Change Queue Custom Scrip - moves back to original queue after webui reloads Message-ID: Greetings Everyone, I have created a custom status that I am trying to set a condition on to move tickets from one queue to another. The code that I have used is.... Condition: On Status Change Action: User Defined Custom Condition: return 1; Custom action preparation code: return 1; Custom action cleanup code: #---------------------------------------------------------------- my $TargetQueueName = 'Queue2'; my $NewStatus = 'PassToQueue2'; if (($self->TicketObj->Status eq "$NewStatus") && ($self->TicketObj->QueueObj->Name ne "$TargetQueueName")) { my $TicketObj = $self->TicketObj; my $Id = $TicketObj->Id; my $Status = $TicketObj->Status; my $QueueName = $TicketObj->QueueObj->Name; if ($Status ne $NewStatus) { my ($tstatus, $tmsg) = $TicketObj->SetStatus("$NewStatus"); $RT::Logger->info("Changing status of ticket #". $Id ." to ". $NewStatus); unless ($tstatus) { die "Error: $tmsg"; } } if ($QueueName ne $TargetQueueName) { my ($qstatus, $qmsg) = $TicketObj->SetQueue("$TargetQueueName"); $RT::Logger->info("Moving Ticket #". $Id ." to ". $TargetQueueName ." Queue."); unless ($qstatus) { die "Error: $qmsg"; } } } return 1; #---------------------------------------------------------------- The ticket moves queues but when the web ui reloads it resets it back to the old queue. I appreciate all feedback .... Thanks. David. -------------- next part -------------- An HTML attachment was scrubbed... URL: From harsha.sgit at keells.com Wed Oct 26 03:04:38 2005 From: harsha.sgit at keells.com (Harsha Senanayake) Date: Wed, 26 Oct 2005 13:04:38 +0600 Subject: [rt-users] RT 3.4.0 - win32 doesn't prompt for user name and password. Message-ID: Hi, I have just installed RT 3.4.0 on my Windows machined and when I browse to http://localhost:8284 it just logs in as ROOT without prompting me to enter an user name and password. I have changed the ROOT's password and created few user accounts and still it doesn't work. And how do I configure RT to use our SMTP mail gateway? thanks, regards, Harsha. _________________________________________________________ This Mail Has Been Scanned For Virus By Scanmail For Lotus Notes [NOTES/MIS/KEELLS] ___________________________________________________________________________ CONFIDENTIALITY AND DISCLAIMER This communication is privileged and confidential, and is directed to and for the use of the addressee only. If this message reaches any person other than the intended recipient, we request such person to preserve its confidentiality, not read, reproduce, copy, disseminate or in any manner distribute it. We further request such recipient to notify us immediately by email that such message has been received and delete the original message. Please note that we reserve the right to monitor all email communications through our network. Home Page : www.keells.com ________________________________________________________________________________________ From brent at skyblue.eu.org Wed Oct 26 05:49:12 2005 From: brent at skyblue.eu.org (Brent) Date: Wed, 26 Oct 2005 10:49:12 +0100 Subject: [rt-users] Apache2 odd errors Message-ID: <005501c5da12$859729b0$650115ac@mforma.com> Hi Anyone know why Im getting these errors on Apache2 only. Ive moved it onto Apache1 and its fine. To me its picking up the wrong mod_perl when starting Apache2 ie getting the mod_perl for apache1 instead of the apache2 one. This is on a debian system and mod_perl installed via apt [Wed Oct 26 02:38:58 2005] [notice] caught SIGTERM, shutting down [Wed Oct 26 02:39:04 2005] [error] Can't locate object method "boot" via package "mod_perl" at /usr/lib/perl5/Apache/Constants.pm line 8.\nCompilation failed in require at /usr/lib/perl5/Apache.pm line 6.\nBEGIN failed--compilation aborted at /usr/lib/perl5/Apache.pm line 6.\nCompilation failed in require at /usr/local/share/perl/5.8.4/CGI.pm line 191.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 56.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 56.\nCompilation failed in require at (eval 3) line 1.\n [Wed Oct 26 02:39:04 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.mforma.com:0, exiting... the vhost is ServerName rt.example.com DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 # this line applies to Apache2+mod_perl2 only PerlModule Apache2 Apache2::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl RedirectMatch permanent (.*)/$ http://rt.example.com:8090$1/index.html SetHandler perl-script PerlHandler RT::Mason -------------- next part -------------- An HTML attachment was scrubbed... URL: From S.G.Tranter at lboro.ac.uk Wed Oct 26 07:18:56 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Wed, 26 Oct 2005 12:18:56 +0100 Subject: [rt-users] Due Date - what happens when... Message-ID: <435F6620.1030600@lboro.ac.uk> Hello Everyone. If I setup the following: MyQueueA, due date 2 days MyUrgentQueueB due date 1 day and I create a ticket in MyUrgentQueueB, is the due date changed when I move the ticket to MyQueueA? 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 jesse at bestpractical.com Wed Oct 26 07:22:40 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Oct 2005 07:22:40 -0400 Subject: [rt-users] Due Date - what happens when... In-Reply-To: <435F6620.1030600@lboro.ac.uk> References: <435F6620.1030600@lboro.ac.uk> Message-ID: <20051026112240.GJ14262@bestpractical.com> On Wed, Oct 26, 2005 at 12:18:56PM +0100, Stewart Tranter wrote: > Hello Everyone. > > If I setup the following: > > MyQueueA, due date 2 days > MyUrgentQueueB due date 1 day > > and I create a ticket in MyUrgentQueueB, is the due date changed when I > move the ticket to MyQueueA? Nope, since those are just 'default due in..' dates. You could certainly set up a scrip to adjust them on queue change. Jesse > Thanks in advance, > > Stewart From r at elhames.co.uk Wed Oct 26 07:47:59 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Wed, 26 Oct 2005 12:47:59 +0100 Subject: [rt-users] Change Queue Custom Scrip - moves back to original queueafter webui reloads References: Message-ID: <008201c5da23$1da80bb0$52c593c3@tiger> I'll be very interested in the answers or the solution you get .. Its all down to the order the update page (Update.html) or (ModifyAll.html) excute things .. In your case: it picks up the change of status and excute all scrips related to this including moving to a different queue=>Q2. then it goes through the Queue name and beacuse when you loaded update.html the ticket was in Q1, hence its that value loaded into %ARGS->{Queue} and so it assume you need a change of queue back to Q1 .. I have very similar problem (regarding owners) and I am interested of how this can be resolved. Regards; Roy ----- Original Message ----- From: David To: rt-users at lists.bestpractical.com Sent: Wednesday, October 26, 2005 7:05 AM Subject: [rt-users] Change Queue Custom Scrip - moves back to original queueafter webui reloads Greetings Everyone, I have created a custom status that I am trying to set a condition on to move tickets from one queue to another. The code that I have used is.... Condition: On Status Change Action: User Defined Custom Condition: return 1; Custom action preparation code: return 1; Custom action cleanup code: #---------------------------------------------------------------- my $TargetQueueName = 'Queue2'; my $NewStatus = 'PassToQueue2'; if (($self->TicketObj->Status eq "$NewStatus") && ($self->TicketObj->QueueObj->Name ne "$TargetQueueName")) { my $TicketObj = $self->TicketObj; my $Id = $TicketObj->Id; my $Status = $TicketObj->Status; my $QueueName = $TicketObj->QueueObj->Name; if ($Status ne $NewStatus) { my ($tstatus, $tmsg) = $TicketObj->SetStatus("$NewStatus"); $RT::Logger->info("Changing status of ticket #". $Id ." to ". $NewStatus); unless ($tstatus) { die "Error: $tmsg"; } } if ($QueueName ne $TargetQueueName) { my ($qstatus, $qmsg) = $TicketObj->SetQueue("$TargetQueueName"); $RT::Logger->info("Moving Ticket #". $Id ." to ". $TargetQueueName ." Queue."); unless ($qstatus) { die "Error: $qmsg"; } } } return 1; #---------------------------------------------------------------- The ticket moves queues but when the web ui reloads it resets it back to the old queue. I appreciate all feedback .... Thanks. David. ------------------------------------------------------------------------------ _______________________________________________ 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 jesse at bestpractical.com Wed Oct 26 08:53:03 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Oct 2005 08:53:03 -0400 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <435DD45E.9020309@internode.com.au> References: <435DD45E.9020309@internode.com.au> Message-ID: <20051026125303.GP14262@bestpractical.com> On Tue, Oct 25, 2005 at 04:14:46PM +0930, Luke Vanderfluit wrote: > Hi. > > I have upgraded RT from 3.0.11 to 3.4.4. Mysql 4.0.18, Apache 1.3.27 > (with static modperl module). > The database we are using is quite large. > The main problem we are having is when a user needs to comment on a > ticket, the loading of a ticket can take quite a long time. > This is due to mysql churning through data. > I'd like to find out how to speed up this process. > > How do I find out what tables mysql is checking through when RT is > loading the Update.html page? You might want to start with Jeremy Zawodney's 'mytop' tool. Jesse > I'm pretty sure that the lag is caused by an oversized attachments table. > Are there any suggestions for additional indexes on the attachments > table that could speed things up? > > 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 jesse at bestpractical.com Wed Oct 26 08:54:56 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Oct 2005 08:54:56 -0400 Subject: [rt-users] Memory leaks in RT and FastCGI source In-Reply-To: References: <20051025033720.BB7A44D810F@diesel.bestpractical.com> Message-ID: <20051026125455.GQ14262@bestpractical.com> On Tue, Oct 25, 2005 at 11:40:44AM +0200, Tomas Olaj wrote: > > (1) > We noticed memory leaks in relation to Apache on our RT main server. Thus, > we have to do scheduled re-starts of Apache. Does anyone have any similar > experience of this? > > (2) > We're using FastCGI, since it works better for us than mod_perl. But it > concerns me that this source distribution is old: > > mod_fastcgi-2.4.2.tar.gz (24-Nov-2003 19:07 96k) > > Is someone maintaining it? 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 From jesse at bestpractical.com Wed Oct 26 09:11:57 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Oct 2005 09:11:57 -0400 Subject: [rt-users] RT: Essentials -- ToDo example In-Reply-To: <435E7B27.50405@acm.org> References: <435E7B27.50405@acm.org> Message-ID: <20051026131157.GU14262@bestpractical.com> > Did I missunderstand the ACLs? Can there be a Queue everyone can access > but they can only see their tickets? Yes. but you need to make sure that only owner and/or requestor can ShowTicket. > Oh yeah! RT 3.4.4 > > > Rod > -- > _______________________________________________ > 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 Wed Oct 26 09:14:31 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 26 Oct 2005 08:14:31 -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: <1130332470.12986.86.camel@les-home.futuresource.com> On Wed, 2005-10-26 at 07:54, Jesse Vincent wrote: > 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. Memory leaks in long-running perl programs should be more or less expected. I thought both mod_perl and fastcgi had mechanisms to kill and restart the processes after a certain amount of service. You shouldn't have to kill the whole apache process to accomplish this although I don't know exactly what does control it in fastcgi. -- Les Mikesell les at futuresource.com From jesse at bestpractical.com Wed Oct 26 09:15:15 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Oct 2005 09:15:15 -0400 Subject: [rt-users] oracle setup In-Reply-To: <435EAD43.80507@nsuok.edu> References: <435EAD43.80507@nsuok.edu> Message-ID: <20051026131515.GW14262@bestpractical.com> 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? From rtusers at memory.blank.org Wed Oct 26 09:41:04 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Wed, 26 Oct 2005 09:41:04 -0400 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: <20051026134103.GD45336@blank.org> In the immortal words of Ruslan Zakirov (ruslan.zakirov at gmail.com): > <<< > 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 ) { > ... > } Heh, quite right. I've updated my docs accordingly. -n ------------------------------------------------------------ "The beauty you like is precisely that which escapes you." (--Issey Miyake) ---------------------------------------------------- From rtusers at memory.blank.org Wed Oct 26 09:54:56 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Wed, 26 Oct 2005 09:54:56 -0400 Subject: [rt-users] The holy grail: RT, Apache/unix, and Active Directory Single Sign-On (yes, really) In-Reply-To: <589c94400510252156j4b6ac7b0yf13434624fa2745d@mail.gmail.com> References: <20051021215722.QDEW21663.eastrmmtao06.cox.net@TPLinux> <43596609.1000402@u.washington.edu> <20051021224619.GE45336@blank.org> <20051024200525.GQ45336@blank.org> <589c94400510252156j4b6ac7b0yf13434624fa2745d@mail.gmail.com> Message-ID: <20051026135456.GF45336@blank.org> In the immortal words of Ruslan Zakirov (ruslan.zakirov at gmail.com): > <<< > If you are not starting from scratch, but are trying to integrate a > [...] > >>> > I think this note about internal users only, who are in the AD. AFAIK > RT wouldn't allow to create new user(even with different Name) with > the same EmailAddress, so you have to do this step if at least one > user from the AD is in RT allready. Oops, you're quite right. I've updated the doc to have hopefully slightly clearer instructions, and am working on a migration script. -n ------------------------------------------------------------ "A Force Recon colonel once told me, "If it's a stupid idea, and it works, it must not be a stupid idea." (--John Frazier) ---------------------------------------------------- From vivek at khera.org Wed Oct 26 10:30:31 2005 From: vivek at khera.org (Vivek Khera) Date: Wed, 26 Oct 2005 10:30:31 -0400 Subject: [rt-users] Memory leaks in RT and FastCGI source In-Reply-To: References: <20051025033720.BB7A44D810F@diesel.bestpractical.com> Message-ID: <25093AB0-8512-4FDC-9725-FFC9E3D3FD0E@khera.org> On Oct 25, 2005, at 5:40 AM, Tomas Olaj wrote: > We noticed memory leaks in relation to Apache on our RT main > server. Thus, we have to do scheduled re-starts of Apache. Does > anyone have any similar > experience of this? > are you sure they are memory leaks, not just large memory usage? remember how memory is allocated to processes and when it is returned to the system, especially for long-running processes. From Ahalya_Nathan at mudnebr.com Wed Oct 26 10:51:23 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Wed, 26 Oct 2005 09:51:23 -0500 Subject: [rt-users] error using Shredder Message-ID: I am still figuring out why it gives me an error to install the DBD::mysql driver, I tried installing in the location of my RT "/usr/local/rt", but it installs in /opt/rt3? I have 3.4.4pre2, does that cause any problem? Does the shredder delete users for a range eg: 1-10? Thanks 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 Ruslan Zakirov Sent: Tuesday, October 25, 2005 9:05 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] error using Shredder On 10/25/05, Nathan J. Mehl wrote: > > Trying to blow away a bunch of users created by a spam run, Shredder > kicks back the following error: > > error: couldn't find resolver for dependency 'RT::User-16346 > (depends on,resolvable dependency) RT::Attachment-36478' at > /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm line 87. use --replace_relations option of the users plugin > > context: ... > 83: TargetClass => $self->TargetClass, > 84: ); > 85: > 86: unless( $resolver ) { > 87: die "couldn't find resolver for dependency '". $self->AsString ."'"; > 88: } > 89: unless( UNIVERSAL::isa( $resolver => 'CODE' ) ) { > 90: die "resolver is not code reference: '$resolver'"; > 91: } > ... > > code stack: > /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm:87 > /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:211 > /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:197 > /usr/local/rt34/local/lib/RTx/Shredder.pm:348 > /usr/local/rt34/share/html/Admin/Tools/Shredder/index.html:73 > /usr/local/rt34/share/html/Admin/Tools/Shredder/autohandler:12 > /usr/local/rt34/share/html/Admin/autohandler:47 > /usr/local/rt34/share/html/autohandler:215 > > > ------------------------------------------------------------ > My motorcycle/ > stands forlorn on Hurlbut Street. > The fucker won't start. (--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. _______________________________________________ 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 AMyers at abacus-us.com Wed Oct 26 10:58:08 2005 From: AMyers at abacus-us.com (Myers, Adam) Date: Wed, 26 Oct 2005 08:58:08 -0600 Subject: [rt-users] oracle setup Message-ID: <205D20196806AE41A9D8A9E982659E27013BB9BC@THN-EXCLS2.dc1.doubleclick.corp> 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 From Ahalya_Nathan at mudnebr.com Wed Oct 26 11:00:17 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Wed, 26 Oct 2005 10:00:17 -0500 Subject: [rt-users] error using Shredder Message-ID: When I installed it from CPAN, installation goes fine, but it installs it in /opt/rt3/ . How do I redirect this to " /usr/local/rt" directory? 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: Wednesday, October 26, 2005 9:51 AM To: Ruslan Zakirov; rt-users at lists.bestpractical.com Subject: RE: [rt-users] error using Shredder I am still figuring out why it gives me an error to install the DBD::mysql driver, I tried installing in the location of my RT "/usr/local/rt", but it installs in /opt/rt3? I have 3.4.4pre2, does that cause any problem? Does the shredder delete users for a range eg: 1-10? Thanks 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 Ruslan Zakirov Sent: Tuesday, October 25, 2005 9:05 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] error using Shredder On 10/25/05, Nathan J. Mehl wrote: > > Trying to blow away a bunch of users created by a spam run, Shredder > kicks back the following error: > > error: couldn't find resolver for dependency 'RT::User-16346 > (depends on,resolvable dependency) RT::Attachment-36478' at > /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm line 87. use --replace_relations option of the users plugin > > context: ... > 83: TargetClass => $self->TargetClass, > 84: ); > 85: > 86: unless( $resolver ) { > 87: die "couldn't find resolver for dependency '". $self->AsString ."'"; > 88: } > 89: unless( UNIVERSAL::isa( $resolver => 'CODE' ) ) { > 90: die "resolver is not code reference: '$resolver'"; > 91: } > ... > > code stack: > /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm:87 > /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:211 > /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:197 > /usr/local/rt34/local/lib/RTx/Shredder.pm:348 > /usr/local/rt34/share/html/Admin/Tools/Shredder/index.html:73 > /usr/local/rt34/share/html/Admin/Tools/Shredder/autohandler:12 > /usr/local/rt34/share/html/Admin/autohandler:47 > /usr/local/rt34/share/html/autohandler:215 > > > ------------------------------------------------------------ > My motorcycle/ > stands forlorn on Hurlbut Street. > The fucker won't start. (--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. _______________________________________________ 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 Markus.Scheffknecht at t-systems.com Wed Oct 26 11:02:53 2005 From: Markus.Scheffknecht at t-systems.com (Markus.Scheffknecht at t-systems.com) Date: Wed, 26 Oct 2005 17:02:53 +0200 Subject: [rt-users] RT3MySql2Oracle Message-ID: <1B3F6DBF6C1A584C9FB833DE11BDED4805DCF8B4@E8PBD.blf01.telekom.de> Hi, is there someone who still has the script RT3MySql2Oracle to convert MySQL to Oracle, because there is a dead link in the WIKI Greetings Markus Scheffknecht -------------- next part -------------- An HTML attachment was scrubbed... URL: From CACasaretto at lbl.gov Wed Oct 26 11:37:23 2005 From: CACasaretto at lbl.gov (Carole Casaretto) Date: Wed, 26 Oct 2005 08:37:23 -0700 Subject: [rt-users] Query Builder not saving named query. Message-ID: <435FA2B3.3050001@lbl.gov> Hi all, We are having difficulty allowing users (not defined as a super user) the ability to create and save a search under "My Saved Search" or any other search saved privacy area in RT's Query Builder. We tried allowing Global Rights to "everyone" for: CreateSavedSearch, EditSavedSearch, LoadSavedSearch, ShowSavedSearch. This gave users access to the Query Builder Save and Load area but no ability to actually save a search. When a user tries to name a search and clicks the Save button, the error message they receive are either: "Can't find a saved search to work with" or "Can't save this search." We appreciate any help you can provide. Thanks so much. Carole From sturner at MIT.EDU Wed Oct 26 11:42:30 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 26 Oct 2005 11:42:30 -0400 Subject: [rt-users] RT3MySql2Oracle In-Reply-To: <1B3F6DBF6C1A584C9FB833DE11BDED4805DCF8B4@E8PBD.blf01.telek om.de> References: <1B3F6DBF6C1A584C9FB833DE11BDED4805DCF8B4@E8PBD.blf01.telekom.de> Message-ID: <6.2.1.2.2.20051026114113.02f85230@po14.mit.edu> At Wednesday 10/26/2005 11:02 AM, Markus.Scheffknecht at t-systems.com wrote: >Hi, > >is there someone who still has the script > >RT3MySql2Oracle > >to convert MySQL to Oracle, because there is a dead link in the WIKI > >Greetings > >Markus Scheffknecht I just googled it and you can get a cached version that used to be on the navinetclaims site. There are no line breaks though so you'd have to do a bit of work reformatting it. Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From sturner at MIT.EDU Wed Oct 26 11:48:37 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 26 Oct 2005 11:48:37 -0400 Subject: [rt-users] Query Builder not saving named query. In-Reply-To: <435FA2B3.3050001@lbl.gov> References: <435FA2B3.3050001@lbl.gov> Message-ID: <6.2.1.2.2.20051026114736.0305b618@po14.mit.edu> At Wednesday 10/26/2005 11:37 AM, Carole Casaretto wrote: >Hi all, > >We are having difficulty allowing users (not defined as a super user) the >ability to create and save a search under "My Saved Search" or any >other search saved privacy area in RT's Query Builder. > >We tried allowing Global Rights to "everyone" for: CreateSavedSearch, >EditSavedSearch, LoadSavedSearch, ShowSavedSearch. > >This gave users access to the Query Builder Save and Load area but no >ability to actually save a search. When a user tries to name a search and >clicks the Save button, the error message they receive are either: >"Can't find a saved search to work with" or "Can't save this search." > >We appreciate any help you can provide. Thanks so much. Carole Carole, Try granting 'ModifySelf' to users - it's been a while, but I think that right plays a part in saving searches. Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From jon at csail.mit.edu Wed Oct 26 12:17:59 2005 From: jon at csail.mit.edu (Jonathan D. Proulx) Date: Wed, 26 Oct 2005 12:17:59 -0400 Subject: [rt-users] CLI with "SSLVerifyClient require" was Re: CLI issues... In-Reply-To: <20051025211150.GC18828@csail.mit.edu> References: <20051025211150.GC18828@csail.mit.edu> Message-ID: <20051026161759.GA6154@csail.mit.edu> >From poking it is clear that this hand shake failure is because the server is requiring client verification, found this burried in a clause in an include file... does the RT CLI understand client certs (if so how) or do I need to start writing my own? -Jon From jesse at bestpractical.com Wed Oct 26 12:53:01 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Oct 2005 12:53:01 -0400 Subject: [rt-users] CLI with "SSLVerifyClient require" was Re: CLI issues... In-Reply-To: <20051026161759.GA6154@csail.mit.edu> References: <20051025211150.GC18828@csail.mit.edu> <20051026161759.GA6154@csail.mit.edu> Message-ID: <20051026165301.GL14262@bestpractical.com> > does the RT CLI understand client certs (if so how) or do I need to > start writing my own? It uses perl's lib-www-perl. Which, iirc, handles client certs. But I don't remember how. From ant at suave.net Wed Oct 26 12:56:06 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Wed, 26 Oct 2005 12:56:06 -0400 Subject: [rt-users] CLI with "SSLVerifyClient require" was Re: CLI issues... In-Reply-To: <20051026165301.GL14262@bestpractical.com> References: <20051025211150.GC18828@csail.mit.edu> <20051026161759.GA6154@csail.mit.edu> <20051026165301.GL14262@bestpractical.com> Message-ID: <20051026165606.GA15283@suave.net> Wow... if you buy the canon and two lenses from the rebate list you get triple the rebate... so 300 off the camera and 45 off each of the lenses instead of 100 and 15... $1939 worth for $1549, not bad. ;) On Wed, Oct 26, 2005 at 12:53:01PM -0400, Jesse Vincent wrote: > > > > > does the RT CLI understand client certs (if so how) or do I need to > > start writing my own? > > It uses perl's lib-www-perl. Which, iirc, handles client certs. But I > don't remember how. > _______________________________________________ > 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 > ** CRM114 Whitelisted by: mit.edu ** > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= PALINDROME spelled backwards is EMORDNILAP. From ant at suave.net Wed Oct 26 13:06:41 2005 From: ant at suave.net (Anthony R. J. Ball) Date: Wed, 26 Oct 2005 13:06:41 -0400 Subject: [rt-users] CLI with "SSLVerifyClient require" was Re: CLI issues... In-Reply-To: <20051026165606.GA15283@suave.net> References: <20051025211150.GC18828@csail.mit.edu> <20051026161759.GA6154@csail.mit.edu> <20051026165301.GL14262@bestpractical.com> <20051026165606.GA15283@suave.net> Message-ID: <20051026170641.GA16227@suave.net> Wow... terribly sorry about that. Responded to COMPLETELY the wrong email. Sigh. On Wed, Oct 26, 2005 at 12:56:06PM -0400, Anthony R. J. Ball wrote: > > Wow... if you buy the canon and two lenses from the rebate list > you get triple the rebate... so 300 off the camera and 45 off > each of the lenses instead of 100 and 15... > > $1939 worth for $1549, not bad. ;) > > On Wed, Oct 26, 2005 at 12:53:01PM -0400, Jesse Vincent wrote: > > > > > > > > > does the RT CLI understand client certs (if so how) or do I need to > > > start writing my own? > > > > It uses perl's lib-www-perl. Which, iirc, handles client certs. But I > > don't remember how. > > _______________________________________________ > > 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 > > ** CRM114 Whitelisted by: mit.edu ** > > > > -- > www.suave.net - Anthony Ball - ant at suave.net > OSB - http://rivendell.suave.net/Beer > -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= > PALINDROME spelled backwards is EMORDNILAP. > > _______________________________________________ > 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 > -- www.suave.net - Anthony Ball - ant at suave.net OSB - http://rivendell.suave.net/Beer -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-= "Gee, Brain, what are we gonna do tonight?" -- Pinky From s.m.killen at leeds.ac.uk Wed Oct 26 12:48:33 2005 From: s.m.killen at leeds.ac.uk (Sean M Killen) Date: Wed, 26 Oct 2005 17:48:33 +0100 Subject: [rt-users] RT: Essentials -- ToDo example In-Reply-To: <435E7B27.50405@acm.org> References: <435E7B27.50405@acm.org> Message-ID: <1130345313.7899.683.camel@bmbpcu44.leeds.ac.uk> I am also experiencing problems with a ToDo queue. I have RT 3.4.2 and have followed the setting as per the book. Privileged users cannot see the queue in the "Quick Search" list. To get the ToDo queue visible I also need to grant show ticket to Privileged, which obviously means it is no longer personal. I have tried putting the different rights on different groups but have had no success. What am I missing??? -- Sean -- ------------------------------------------------------------------- Dr Sean M Killen UNIX Support Officer Faculty of Biological Sciences L C Miall Building University of Leeds LEEDS LS2 9JT United Kingdom Tel: +44 (0)113 3433148 Mob: +44 (0)776 8670907 Fax: +44 (0)113 3433167 GnuPG Key ID: ee0d36f0 ------------------------------------------------------------------- From harrison at itrd.gov Wed Oct 26 13:31:17 2005 From: harrison at itrd.gov (Harrison, William ) Date: Wed, 26 Oct 2005 13:31:17 -0400 Subject: [rt-users] Problem installing Apache::Session on RHEL4 Message-ID: <01A46D03C041D64798A18E5A14947AC35BA3F0@NCOEXCHANGE.itrd.gov> Anyone have any ideas on why Apache::Session keeps failing to install on RHEL4? From CACasaretto at lbl.gov Wed Oct 26 13:53:39 2005 From: CACasaretto at lbl.gov (Carole Casaretto) Date: Wed, 26 Oct 2005 10:53:39 -0700 Subject: [rt-users] Query Builder not saving named query. In-Reply-To: <6.2.1.2.2.20051026114736.0305b618@po14.mit.edu> References: <435FA2B3.3050001@lbl.gov> <6.2.1.2.2.20051026114736.0305b618@po14.mit.edu> Message-ID: <435FC2A3.3020307@lbl.gov> Hi Steve, It worked perfectly. Adding 'ModifySelf' now allows users to save their searches. Thank you so much for your help! -- Carole -- Stephen Turner wrote: > At Wednesday 10/26/2005 11:37 AM, Carole Casaretto wrote: > >> Hi all, >> >> We are having difficulty allowing users (not defined as a super >> user) the ability to create and save a search under "My Saved Search" >> or any other search saved privacy area in RT's Query Builder. >> >> We tried allowing Global Rights to "everyone" for: >> CreateSavedSearch, EditSavedSearch, LoadSavedSearch, ShowSavedSearch. >> >> This gave users access to the Query Builder Save and Load area but no >> ability to actually save a search. When a user tries to name a >> search and clicks the Save button, the error message they receive are >> either: >> "Can't find a saved search to work with" or "Can't save this search." >> >> We appreciate any help you can provide. Thanks so much. Carole > > > Carole, > > Try granting 'ModifySelf' to users - it's been a while, but I think > that right plays a part in saving searches. > > 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 > -------------- next part -------------- An HTML attachment was scrubbed... URL: From stevensc at nsuok.edu Wed Oct 26 14:37:40 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Wed, 26 Oct 2005 13:37:40 -0500 Subject: [rt-users] oracle setup In-Reply-To: <20051026131515.GW14262@bestpractical.com> References: <435EAD43.80507@nsuok.edu> <20051026131515.GW14262@bestpractical.com> Message-ID: <435FCCF4.4040605@nsuok.edu> Jesse: I have done this by hand. I am missing some data for the ACL table. The ObjectType and PrincipalType columns are being required to be set... There is nothing in 'initialdata' that indicates what those columns should be set to. Thanks! Jesse Vincent wrote: > >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? > > > -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 -------------- next part -------------- An HTML attachment was scrubbed... URL: From stevensc at nsuok.edu Wed Oct 26 15:01:19 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Wed, 26 Oct 2005 14:01:19 -0500 Subject: [rt-users] oracle setup In-Reply-To: <205D20196806AE41A9D8A9E982659E27013BB9BC@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27013BB9BC@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <435FD27F.30907@nsuok.edu> Thanks to both Jesse and Adam: The one line comment worked great. I have the preferences tab and all my tables built out of the box. Thanks again! 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 > > > -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 -------------- next part -------------- An HTML attachment was scrubbed... URL: From venkata.kurra at thomson.com Wed Oct 26 14:51:06 2005 From: venkata.kurra at thomson.com (venkata.kurra at thomson.com) Date: Wed, 26 Oct 2005 11:51:06 -0700 Subject: [rt-users] upgrade from 2.x to 3.2 Message-ID: Hi, We are trying to upgrade to 3.2. 1. Looking for steps for upgrade other than readme file! 2. We use mysql 3.23 currently, does RT 3.2 support mysql 5.0! 3. readme file says that, it does NOT automatically migrate Custom templates, Custom Scrips, Custom ScripActions, Custom ScripConditions How to migrate these! Thanks! -------------- next part -------------- An HTML attachment was scrubbed... URL: From list at triumph2005.com Wed Oct 26 15:44:20 2005 From: list at triumph2005.com (List) Date: Wed, 26 Oct 2005 20:44:20 +0100 Subject: [rt-users] rt 3.4.4 and qmail Message-ID: <011801c5da65$a8b455f0$3021a8c0@TCS48> Hi I have rt working but am unable to communicate via email. I have the following set in /home/vpopmail/domains/mail1.augmentedreality.ltd.uk/.qmail-admin: "|/opt/rt3/bin/rt-mailgate --queue admin --action correspond --url http://localhost/" The error I get when sending emails to admin at mail1.augmentedreality.ltd.uk is: Hi. This is the qmail-send program at mail1.augmentedreality.ltd.uk. I'm afraid I wasn't able to deliver your message to the following addresses. This is a permanent error; I've given up. Sorry it didn't work out. "|/opt/rt3/bin/rt-mailgate --queue admin --action correspond --url http://localhost/"@mail1.augmentedreality.ltd.uk: can anyone tell me where the @mail1.augmentedreality.ltd.uk gets appendd to the message? Regards Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Oct 26 15:45:52 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 26 Oct 2005 15:45:52 -0400 Subject: [rt-users] rt 3.4.4 and qmail In-Reply-To: <011801c5da65$a8b455f0$3021a8c0@TCS48> References: <011801c5da65$a8b455f0$3021a8c0@TCS48> Message-ID: <435FDCF0.6040506@ucrwcu.rwc.uc.edu> List wrote: > Hi > > I have rt working but am unable to communicate via email. I have the > following set in > /home/vpopmail/domains/mail1.augmentedreality.ltd.uk/.qmail-admin: > > "|/opt/rt3/bin/rt-mailgate --queue admin --action correspond --url > http://localhost/" > > The error I get when sending emails to > admin at mail1.augmentedreality.ltd.uk > is: > > Hi. This is the qmail-send program at mail1.augmentedreality.ltd.uk. > I'm afraid I wasn't able to deliver your message to the following > addresses. > This is a permanent error; I've given up. Sorry it didn't work out. > > "|/opt/rt3/bin/rt-mailgate --queue admin --action correspond --url > http://localhost/"@mail1.augmentedreality.ltd.uk: > > can anyone tell me where the @mail1.augmentedreality.ltd.uk gets > appendd to the message? Try using the FQDN instead of localhost. > > Regards > > 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 -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From raanders at acm.org Wed Oct 26 16:01:21 2005 From: raanders at acm.org (Roderick A. Anderson) Date: Wed, 26 Oct 2005 13:01:21 -0700 Subject: [rt-users] RT: Essentials -- ToDo example In-Reply-To: <20051026131157.GU14262@bestpractical.com> References: <435E7B27.50405@acm.org> <20051026131157.GU14262@bestpractical.com> Message-ID: <435FE091.5030204@acm.org> Jesse Vincent wrote: >>Did I missunderstand the ACLs? Can there be a Queue everyone can access >>but they can only see their tickets? > > > Yes. but you need to make sure that only owner and/or requestor can > ShowTicket. Sorry, I didn't realize I had only replied to Jesse. Here is the message again. Jesse, Ruslan; Ah, found it. I had granted "Global" rights to the group the users were in that I was testing with. I needed/wanted to grant on their queue(s) and must have fat-fingered it Thanks for the clue-stick. Rod -- From alexmv at bestpractical.com Wed Oct 26 16:06:37 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Wed, 26 Oct 2005 16:06:37 -0400 Subject: [rt-users] CLI with "SSLVerifyClient require" was Re: CLI issues... In-Reply-To: <20051026165301.GL14262@bestpractical.com> References: <20051025211150.GC18828@csail.mit.edu> <20051026161759.GA6154@csail.mit.edu> <20051026165301.GL14262@bestpractical.com> Message-ID: <1130357197.778.1.camel@localhost> On Wed, 2005-10-26 at 12:53 -0400, Jesse Vincent wrote: > It uses perl's lib-www-perl. Which, iirc, handles client certs. But I > don't remember how. It's actually Crypt::SSLeay which has the support. Set the HTTPS_CLIENT_CERT environment variable to the .pem file, and you should be all set. See http://search.cpan.org/~chamas/Crypt-SSLeay-0.51/SSLeay.pm#CLIENT_CERTIFICATE_SUPPORT - Alex From todd at chaka.net Wed Oct 26 15:52:03 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 26 Oct 2005 15:52:03 -0400 Subject: [rt-users] RT: Essentials -- ToDo example In-Reply-To: <435FE091.5030204@acm.org> References: <435E7B27.50405@acm.org> <20051026131157.GU14262@bestpractical.com> <435FE091.5030204@acm.org> Message-ID: <20051026195203.GN995@chaka.net> On Wed, Oct 26, 2005 at 01:01:21PM -0700, Roderick A. Anderson wrote: > Jesse Vincent wrote: > >>Did I missunderstand the ACLs? Can there be a Queue everyone can access > >>but they can only see their tickets? > > > > > >Yes. but you need to make sure that only owner and/or requestor can > >ShowTicket. > > Sorry, I didn't realize I had only replied to Jesse. Here is the > message again. > > > > Jesse, Ruslan; > > Ah, found it. I had granted "Global" rights to the group the users were > in that I was testing with. I needed/wanted to grant on their queue(s) > and must have fat-fingered it > > Thanks for the clue-stick. Soon I will be making the first public release of RTx::RightMatrix. This RT extension makes it really easy to see all the rights a user, group, or role has. You can then click on a right and see all the different was that the user/group/role was granted that right. -Todd From howard.jones at network-i.net Wed Oct 26 16:08:59 2005 From: howard.jones at network-i.net (Howard Jones) Date: Wed, 26 Oct 2005 21:08:59 +0100 Subject: [rt-users] rt 3.4.4 and qmail In-Reply-To: <011801c5da65$a8b455f0$3021a8c0@TCS48> References: <011801c5da65$a8b455f0$3021a8c0@TCS48> Message-ID: <435FE25B.5040303@network-i.net> List wrote: > Hi > > I have rt working but am unable to communicate via email. I have the > following set in > /home/vpopmail/domains/mail1.augmentedreality.ltd.uk/.qmail-admin: > > "|/opt/rt3/bin/rt-mailgate --queue admin --action correspond --url > http://localhost/" > > The error I get when sending emails to > admin at mail1.augmentedreality.ltd.uk > is: > > Hi. This is the qmail-send program at mail1.augmentedreality.ltd.uk. > I'm afraid I wasn't able to deliver your message to the following > addresses. > This is a permanent error; I've given up. Sorry it didn't work out. > > "|/opt/rt3/bin/rt-mailgate --queue admin --action correspond --url > http://localhost/"@mail1.augmentedreality.ltd.uk: > > can anyone tell me where the @mail1.augmentedreality.ltd.uk gets > appendd to the message? I use: | /var/qmail/bin/preline /usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://support.network-i.net/rt/ From my .qmail-support file (not with vpopmail, but I don't think that matters in this case), and it works fine. I'm not convinced I need the preline actually. One thing: you don't really have those quote marks in there, do you? That'll make qmail think it's an email address rather than a program, which might explain what you are seeing. Cheers, Howie From r at elhames.co.uk Wed Oct 26 16:33:33 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Wed, 26 Oct 2005 21:33:33 +0100 Subject: [rt-users] Query Builder (RT::Attribute::Name ) References: <435FA2B3.3050001@lbl.gov> <6.2.1.2.2.20051026114736.0305b618@po14.mit.edu> Message-ID: <003b01c5da6c$8967c6d0$52c593c3@tiger> Sorry to hijack someone else question I just needed Stephen attention as I have posted before the bug I have within query builder and saved searches , every now and then I get : RT::Attribute::Name Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm line 81) context: ... 492: else { 493: my ( $package, $filename, $line ); 494: ( $package, $filename, $line ) = caller; 495: 496: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 497: } 498: 499: } 500: ... code stack: /usr/lib/perl5/vendor_perl/5.8.7/DBIx/SearchBuilder/Record.pm:496 /opt/rt3/lib/RT/Attributes_Overlay.pm:81 /opt/rt3/lib/RT/Attributes_Overlay.pm:73 /opt/rt3/lib/RT/Attributes_Overlay.pm:88 /opt/rt3/lib/RT/Attributes_Overlay.pm:119 /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:58 /opt/rt3/share/html/Search/Elements/EditSearches:75 /opt/rt3/local/html/Search/Build.html:130 /opt/rt3/local/html/autohandler:228 The error also occur with an empty local/ . The error appear instead of the saved search drop down , the Attributes table as far asI can see is fiine, I have 93 rows with Name = SavedSearch (Is that normal ) only I am wondering ist returning multi rows instead of 1 ?? the system is rt-3.4.4 on gentoo apache2,mod_perl2.0 and dbix 1.33 and HTML::MASON v1.3101; Sorry once again for hijacking the question but I am really stuck finding a solution to this .. Thanks; Roy ----- Original Message ----- From: Stephen Turner To: Carole Casaretto ; rt-users at lists.bestpractical.com Sent: Wednesday, October 26, 2005 4:48 PM Subject: Re: [rt-users] Query Builder not saving named query. At Wednesday 10/26/2005 11:37 AM, Carole Casaretto wrote: Hi all, We are having difficulty allowing users (not defined as a super user) the ability to create and save a search under "My Saved Search" or any other search saved privacy area in RT's Query Builder. We tried allowing Global Rights to "everyone" for: CreateSavedSearch, EditSavedSearch, LoadSavedSearch, ShowSavedSearch. This gave users access to the Query Builder Save and Load area but no ability to actually save a search. When a user tries to name a search and clicks the Save button, the error message they receive are either: "Can't find a saved search to work with" or "Can't save this search." We appreciate any help you can provide. Thanks so much. Carole Carole, Try granting 'ModifySelf' to users - it's been a while, but I think that right plays a part in saving searches. 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jon at csail.mit.edu Wed Oct 26 16:31:39 2005 From: jon at csail.mit.edu (Jonathan D. Proulx) Date: Wed, 26 Oct 2005 16:31:39 -0400 Subject: [rt-users] CLI with "SSLVerifyClient require" was Re: CLI issues... In-Reply-To: <1130357197.778.1.camel@localhost> References: <20051025211150.GC18828@csail.mit.edu> <20051026161759.GA6154@csail.mit.edu> <20051026165301.GL14262@bestpractical.com> <1130357197.778.1.camel@localhost> Message-ID: <20051026203139.GC6093@csail.mit.edu> On Wed, Oct 26, 2005 at 04:06:37PM -0400, Alex Vandiver wrote: :On Wed, 2005-10-26 at 12:53 -0400, Jesse Vincent wrote: :> It uses perl's lib-www-perl. Which, iirc, handles client certs. But I :> don't remember how. : :It's actually Crypt::SSLeay which has the support. Set the :HTTPS_CLIENT_CERT environment variable to the .pem file, and you should :be all set. See :http://search.cpan.org/~chamas/Crypt-SSLeay-0.51/SSLeay.pm#CLIENT_CERTIFICATE_SUPPORT : - Alex Hmmm, I had libio-socket-ssl installed which seemed to get me SSL connections (or seemed to as the error message changed). Crypt::SSLeay also claims to support pkcs12 like mozilla loves to export with: $ENV{HTTPS_PKCS12_FILE} = ???certs/pkcs12.pkcs12???; $ENV{HTTPS_PKCS12_PASSWORD} = ???PKCS12_PASSWORD???; One wonders why I'd bother with a password if I need to keep it in my ENV...not exactly an RT issue but if you know a fix for that I'm all ears. Thanks, -Jon From lvanderf at internode.com.au Wed Oct 26 20:00:41 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 27 Oct 2005 09:30:41 +0930 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <20051026125303.GP14262@bestpractical.com> References: <435DD45E.9020309@internode.com.au> <20051026125303.GP14262@bestpractical.com> Message-ID: <436018A9.7040905@internode.com.au> Hi. Jesse Vincent wrote: > >On Tue, Oct 25, 2005 at 04:14:46PM +0930, Luke Vanderfluit wrote: > > >>Hi. >> >>I have upgraded RT from 3.0.11 to 3.4.4. Mysql 4.0.18, Apache 1.3.27 >>(with static modperl module). >>The database we are using is quite large. >>The main problem we are having is when a user needs to comment on a >>ticket, the loading of a ticket can take quite a long time. >>This is due to mysql churning through data. >>I'd like to find out how to speed up this process. >> >>How do I find out what tables mysql is checking through when RT is >>loading the Update.html page? >> >> > >You might want to start with Jeremy Zawodney's 'mytop' tool. > > > Thanks. I have installed this and it's great :-). I have found by using mysqladmin 'processlist' and by logging slowqueries that the query responsible for the slowness is this: /~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 WHERE ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( ( ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence')) OR ( ( (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = 23) OR ( Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = 238803) ) AND Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = 23) ) ORDER BY main.Name ASC; \________________________________ Any ideas on how to increase the speed of this query? I'm currently running RT 3.4.4 upgraded from 3.0.11 on a relatively slow box. If I run the query after a fresh restart of mysql, it takes 150 seconds (yes it's a large database :-) If I then run the following command 'optimize table Users, Principals, ACL, Groups, CachedGroupMembers;' the query takes roughly 90 seconds to complete. This is an improvement but hasn't addressed the root cause of why the query takes so long. There may be an index that I can add to the tables to improve performance to normal speed which should be around 3-5 seconds on this box. Here are the existing indexes on the tables involved in this query: /~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ mysql> show index from Users; +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ | Users | 0 | PRIMARY | 1 | id | A | 99402 | NULL | NULL | | BTREE | | | Users | 0 | Users1 | 1 | Name | A | 99402 | NULL | NULL | | BTREE | | | Users | 1 | Users2 | 1 | Name | A | 99402 | NULL | NULL | | BTREE | | | Users | 1 | Users3 | 1 | id | A | 99402 | NULL | NULL | | BTREE | | | Users | 1 | Users3 | 2 | EmailAddress | A | 99402 | NULL | NULL | YES | BTREE | | | Users | 1 | Users4 | 1 | EmailAddress | A | 99402 | NULL | NULL | YES | BTREE | | +-------+------------+----------+--------------+--------------+-----------+-------------+----------+--------+------+------------+---------+ mysql> show index from Principals; +------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ | Principals | 0 | PRIMARY | 1 | id | A | 1212037 | NULL | NULL | | BTREE | | | Principals | 1 | Principals2 | 1 | ObjectId | A | 1212037 | NULL | NULL | YES | BTREE | | +------------+------------+-------------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ mysql> show index from ACL; +-------+------------+----------+--------------+---------------+-----------+-------------+----------+--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +-------+------------+----------+--------------+---------------+-----------+-------------+----------+--------+------+------------+---------+ | ACL | 0 | PRIMARY | 1 | id | A | 77 | NULL | NULL | | BTREE | | | ACL | 1 | ACL1 | 1 | RightName | A | 77 | NULL | NULL | | BTREE | | | ACL | 1 | ACL1 | 2 | ObjectType | A | 77 | NULL | NULL | | BTREE | | | ACL | 1 | ACL1 | 3 | ObjectId | A | 77 | NULL | NULL | | BTREE | | | ACL | 1 | ACL1 | 4 | PrincipalType | A | 77 | NULL | NULL | | BTREE | | | ACL | 1 | ACL1 | 5 | PrincipalId | A | 77 | NULL | NULL | | BTREE | | +-------+------------+----------+--------------+---------------+-----------+-------------+----------+--------+------+------------+---------+ mysql> show index from Groups; +--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ | Groups | 0 | PRIMARY | 1 | id | A | 1094066 | NULL | NULL | | BTREE | | | Groups | 1 | Groups2 | 1 | Type | A | 17 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups2 | 2 | Instance | A | 1094066 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups2 | 3 | Domain | A | 1094066 | NULL | NULL | YES | BTREE | | | Groups | 1 | Domain | 1 | Domain | A | 17 | NULL | NULL | YES | BTREE | | | Groups | 1 | Instance | 1 | Instance | A | 1094066 | NULL | NULL | YES | BTREE | | | Groups | 1 | Domain_3 | 1 | Domain | A | 17 | NULL | NULL | YES | BTREE | | | Groups | 1 | Domain_3 | 2 | Instance | A | 547033 | NULL | NULL | YES | BTREE | | | Groups | 1 | Domain_3 | 3 | Type | A | 1094066 | NULL | NULL | YES | BTREE | | | Groups | 1 | Domain_3 | 4 | id | A | 1094066 | NULL | NULL | | BTREE | | | Groups | 1 | Groups1 | 1 | Domain | A | 17 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups1 | 2 | Instance | A | 1094066 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups1 | 3 | Type | A | 1094066 | NULL | NULL | YES | BTREE | | | Groups | 1 | Groups1 | 4 | id | A | 1094066 | NULL | NULL | | BTREE | | +--------+------------+----------+--------------+-------------+-----------+-------------+----------+--------+------+------------+---------+ mysql> show index from CachedGroupMembers; +--------------------+------------+-------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+ | Table | Non_unique | Key_name | Seq_in_index | Column_name | Collation | Cardinality | Sub_part | Packed | Null | Index_type | Comment | +--------------------+------------+-------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+ | CachedGroupMembers | 0 | PRIMARY | 1 | id | A | 2491767 | NULL | NULL | | BTREE | | | CachedGroupMembers | 1 | DisGrouMem | 1 | GroupId | A | 2491767 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | DisGrouMem | 2 | MemberId | A | 2491767 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | DisGrouMem | 3 | Disabled | A | 2491767 | NULL | NULL | | BTREE | | | CachedGroupMembers | 1 | GrouMem | 1 | GroupId | A | 2491767 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | GrouMem | 2 | MemberId | A | 2491767 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | MemberId | 1 | MemberId | A | 2491767 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | ImmediateParentId | 1 | ImmediateParentId | A | 2491767 | NULL | NULL | YES | BTREE | | | CachedGroupMembers | 1 | ImmediateParentId | 2 | MemberId | A | 2491767 | NULL | NULL | YES | BTREE | | +--------------------+------------+-------------------+--------------+-------------------+-----------+-------------+----------+--------+------+------------+---------+ \________________________________________________ Any tips or suggestions on how to improve performance of this application would be highly appreciated :-) Kind regards. Luke. -- Luke -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at northpb.com Wed Oct 26 20:40:24 2005 From: rt at northpb.com (Dan O'Neill) Date: Wed, 26 Oct 2005 17:40:24 -0700 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <436018A9.7040905@internode.com.au> References: <435DD45E.9020309@internode.com.au> <20051026125303.GP14262@bestpractical.com> <436018A9.7040905@internode.com.au> Message-ID: <436021F8.1040109@northpb.com> [ lots of info cut for brevity except the problem query ] > SELECT DISTINCT main.* FROM Users main , Principals Principals_1, ACL > ACL_2, Groups Groups_3, CachedGroupMembers CachedGroupMembers_4 WHERE > ((ACL_2.RightName = 'OwnTicket')) AND ((CachedGroupMembers_4.MemberId = > Principals_1.id)) AND ((Groups_3.id = CachedGroupMembers_4.GroupId)) AND > ((Principals_1.Disabled = '0')or(Principals_1.Disabled = '0')) AND > ((Principals_1.id != '1')) AND ((main.id = Principals_1.id)) AND ( ( > ACL_2.PrincipalId = Groups_3.id AND ACL_2.PrincipalType = 'Group' AND > ( Groups_3.Domain = 'SystemInternal' OR Groups_3.Domain = > 'UserDefined' OR Groups_3.Domain = 'ACLEquivalence')) OR ( ( > (Groups_3.Domain = 'RT::Queue-Role' AND Groups_3.Instance = 23) OR ( > Groups_3.Domain = 'RT::Ticket-Role' AND Groups_3.Instance = 238803) ) > AND Groups_3.Type = ACL_2.PrincipalType) ) AND (ACL_2.ObjectType = > 'RT::System' OR (ACL_2.ObjectType = 'RT::Queue' AND ACL_2.ObjectId = > 23) ) ORDER BY main.Name ASC; Maybe this is the answer: http://rt3.fsck.com/Ticket/Display.html?id=6624 Note: The above link used to work, now it asks me for a login. We add these indicies to speed up the ACL processing stuff. Jesse, isn't the RT bug database open for public review? Here are the postgresql index creation instructions. create index groups3 on groups(instance); create index groups4 on groups(lower(type)); create index groups5 on groups(lower(domain)); You may also want to add more RAM to your server. We also found that when the sessions table gets large that some degredation tends to occur. Here is the postgresql statement that we use to clean out older sessions. DELETE FROM sessions WHERE lastupdated < (NOW() - INTERVAL '3 DAY') Let us all know your results. Thanks. dano From lvanderf at internode.com.au Wed Oct 26 20:48:30 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 27 Oct 2005 10:18:30 +0930 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <436021CA.5030909@northpb.com> References: <435DD45E.9020309@internode.com.au> <20051026125303.GP14262@bestpractical.com> <436018A9.7040905@internode.com.au> <436021CA.5030909@northpb.com> Message-ID: <436023DE.3020608@internode.com.au> Hi Dan. Thanks. I'll try out the options you specified for indexing and keep the list informed. Dan O'Neill wrote: > Oh, and you may want to optimize your tables on a daily basis with > something along the lines of > > myisamchk --quick --check-only-changed --sort-index --analyze --optimize > > I may not have all the options correct as I've migrated away from > mysql to postgresql for all my database needs. Regardless, we do > garbage collection/optimization on our RT database using the > postgresql vacuumdb command on a daily basis - it helps. > I'm using innodb tables. :-) -- Luke From jesse at bestpractical.com Wed Oct 26 21:31:13 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 26 Oct 2005 21:31:13 -0400 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <436021F8.1040109@northpb.com> References: <435DD45E.9020309@internode.com.au> <20051026125303.GP14262@bestpractical.com> <436018A9.7040905@internode.com.au> <436021F8.1040109@northpb.com> Message-ID: <20051027013113.GE14262@bestpractical.com> > Maybe this is the answer: > > http://rt3.fsck.com/Ticket/Display.html?id=6624 > > Note: The above link used to work, now it asks > me for a login. We add these indicies to > speed up the ACL processing stuff. > > Jesse, isn't the RT bug database open for public review? guest/guest From lvanderf at internode.com.au Wed Oct 26 22:18:07 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Thu, 27 Oct 2005 11:48:07 +0930 Subject: [rt-users] links (relationships) not showing after upgrade to 3.4.4 Message-ID: <436038DF.9060004@internode.com.au> Hi. I'm Using: apache 1.3.27 mod_perl 1.29 mod_ssl 2.3.14-1.3.27 mysql 4.0.18 I have upgraded from RT 3.0.11 to 3.4.4 While testing the application I found that links that were visible in the 3.0.11 version are no longer visible in 3.4.4 This goes for both the summary section in the 'Update.html' page and the ModifyLinks.html page. Both these pages ultimately use the ShowLink component. I have traced through Update.html..ShowSummary..ShowLinks..ShowLink comparing the 2 versions and cannot find any obvious reason why this would be occuring. I have created a link in the upgraded version (3.4.4) and it *does* show when reloading the page or going to the child/parent ticket. So *newly* created links *do* show but links that already existed before upgrade don't. I've checked the database and compared both the links that were created in the database before upgrade and the link created after upgrade, there is no apparent difference there. Anyone had this problem? Thanks greatly. Kind regards. -- Luke From jra at baylink.com Wed Oct 26 23:30:00 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 26 Oct 2005 23:30:00 -0400 Subject: [rt-users] Custom fields sort order In-Reply-To: <20051026002228.GM995@chaka.net>; from Todd Chapman on Tue, Oct 25, 2005 at 08:22:28PM -0400 References: <002401c5d59b$6a118f30$650115ac@mforma.com> <20051023212851.GK995@chaka.net> <20051024182615.K21427@cgi.jachomes.com> <20051025000849.GL995@chaka.net> <20051025191650.O16837@cgi.jachomes.com> <20051026002228.GM995@chaka.net> Message-ID: <20051026233000.B23421@cgi.jachomes.com> On Tue, Oct 25, 2005 at 08:22:28PM -0400, Todd Chapman wrote: > On Tue, Oct 25, 2005 at 07:16:50PM -0400, Jay R. Ashworth wrote: > > On Mon, Oct 24, 2005 at 08:08:49PM -0400, Todd Chapman wrote: > > > On Mon, Oct 24, 2005 at 06:26:15PM -0400, Jay R. Ashworth wrote: > > > > I believe the original querent wants to sort the responses in the pick > > > > list; I, on the other hand, want to rearrange the order of the fields > > > > on the screen. > > > > > > > > So feel free to answer both questions. :-) > > > > > > Doesn't the page where yo assign the custom fields to the queues > > > allow you to sort them? > > > > On reflection, I guess it does. Since that was his question, not mine, > > I wasn't thinking about that. > > > > Is there anyway to resort the order in which they appear on the page? > > > > (and my companion question: what's the easiest way to get the > > ticket-level fields to appear on the tranx-level page?) > > > > That is how you get them to the order you want. > > http://yourhost/Admin/Queues/CustomFields.html?SubType=RT::Ticket&id=1 I apologize; clearly that's something I should have found myself. Thanks, Todd. 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 ruslan.zakirov at gmail.com Thu Oct 27 01:03:39 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 27 Oct 2005 09:03:39 +0400 Subject: [rt-users] error using Shredder In-Reply-To: References: Message-ID: <589c94400510262203v354a3c63ld7799c29a815c111@mail.gmail.com> On 10/26/05, Nathan, Ahalya wrote: > When I installed it from CPAN, installation goes fine, but it installs > it in /opt/rt3/ . How do I redirect this to " /usr/local/rt" directory? use RTHOME environment variable > > 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: Wednesday, October 26, 2005 9:51 AM > To: Ruslan Zakirov; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] error using Shredder > > I am still figuring out why it gives me an error to install the > DBD::mysql driver, I tried installing in the location of my RT > "/usr/local/rt", but it installs in /opt/rt3? I have 3.4.4pre2, does > that cause any problem? > > Does the shredder delete users for a range eg: 1-10? > > Thanks > 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 Ruslan > Zakirov > Sent: Tuesday, October 25, 2005 9:05 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] error using Shredder > > On 10/25/05, Nathan J. Mehl wrote: > > > > Trying to blow away a bunch of users created by a spam run, Shredder > > kicks back the following error: > > > > error: couldn't find resolver for dependency 'RT::User-16346 > > (depends on,resolvable dependency) RT::Attachment-36478' at > > /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm line 87. > use --replace_relations option of the users plugin > > > > > context: ... > > 83: TargetClass => $self->TargetClass, > > 84: ); > > 85: > > 86: unless( $resolver ) { > > 87: die "couldn't find resolver for dependency '". $self->AsString > ."'"; > > 88: } > > 89: unless( UNIVERSAL::isa( $resolver => 'CODE' ) ) { > > 90: die "resolver is not code reference: '$resolver'"; > > 91: } > > ... > > > > code stack: > > /usr/local/rt34/local/lib/RTx/Shredder/Dependency.pm:87 > > /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:211 > > /usr/local/rt34/local/lib/RTx/Shredder/Record.pm:197 > > /usr/local/rt34/local/lib/RTx/Shredder.pm:348 > > /usr/local/rt34/share/html/Admin/Tools/Shredder/index.html:73 > > /usr/local/rt34/share/html/Admin/Tools/Shredder/autohandler:12 > > /usr/local/rt34/share/html/Admin/autohandler:47 > > /usr/local/rt34/share/html/autohandler:215 > > > > > > > ------------------------------------------------------------ k.org> > > My motorcycle/ > > stands forlorn on Hurlbut Street. > > The fucker won't start. > (--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. > _______________________________________________ > 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 florian.hochstrasser at swisslog.com Thu Oct 27 02:57:19 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Thu, 27 Oct 2005 08:57:19 +0200 Subject: [rt-users] Corresponence won't appear until a manual page reload Message-ID: <633BB4DF7F45734B841BF0FD012734BC0E5960@schb7sw3-011.schb7.swisslog.net> 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. -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Thu Oct 27 08:34:09 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 27 Oct 2005 08:34:09 -0400 Subject: [rt-users] links (relationships) not showing after upgrade to 3.4.4 In-Reply-To: <436038DF.9060004@internode.com.au> References: <436038DF.9060004@internode.com.au> Message-ID: <20051027123409.GG14262@bestpractical.com> On Thu, Oct 27, 2005 at 11:48:07AM +0930, Luke Vanderfluit wrote: > Hi. > > I'm Using: > apache 1.3.27 > mod_perl 1.29 > mod_ssl 2.3.14-1.3.27 > mysql 4.0.18 > > I have upgraded from RT 3.0.11 to 3.4.4 > While testing the application I found that links that were visible in > the 3.0.11 version are no longer visible in 3.4.4 I bet you changed your $rtname or $Organization From sterickson at gmail.com Thu Oct 27 10:43:08 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 27 Oct 2005 10:43:08 -0400 Subject: [rt-users] Setting default queue. Message-ID: <92da24e00510270743l77632635xe9dd4f6e64c46a36@mail.gmail.com> I've created my first queue (bdhelp), my first group (sysadmins) and my first user (serickson). I gave the following rights to the sysadmins group: ShowTicket ShowTicketComments ShowOutgoingEmail Watch WatchAsAdminCc CreateTicket CommentOnTicket OwnTicket ModifyTicket DeleteTicket TakeTicket StealTicket When I log in as serickson, the queue fields at the top of the page for "New ticket in" and at the bottom of the page for "Quick ticket creation" are blank. Yet, if I log in as root, they show the bdhelp queue (only, as I disabled the "general" queue). What have I forgotten to do to make those two fields be populated with "bdhelp", for serickson, as they are for root? TIA -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt-lists at ieinternet.com Thu Oct 27 10:55:11 2005 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Thu, 27 Oct 2005 15:55:11 +0100 Subject: [rt-users] Setting default queue. In-Reply-To: <92da24e00510270743l77632635xe9dd4f6e64c46a36@mail.gmail.com> References: <92da24e00510270743l77632635xe9dd4f6e64c46a36@mail.gmail.com> Message-ID: <1130424910.3257.9.camel@turing> Hello Shaun, On Thu, 2005-10-27 at 15:43, Shaun T. Erickson wrote: > I've created my first queue (bdhelp), my first group (sysadmins) and > my first user (serickson). I gave the following rights to the > sysadmins group: > > ShowTicket > ShowTicketComments > ShowOutgoingEmail > Watch > WatchAsAdminCc > CreateTicket > CommentOnTicket > OwnTicket > ModifyTicket > DeleteTicket > TakeTicket > StealTicket > > When I log in as serickson, the queue fields at the top of the page > for "New ticket in" and at the bottom of the page for "Quick ticket > creation" are blank. Yet, if I log in as root, they show the bdhelp > queue (only, as I disabled the "general" queue). [...snip...] I think you need to either grant the SeeQueue right to the user or, if you don't want to make the user privileged then grant it to the "Unprivileged" group for that particular queue. - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From jra at baylink.com Thu Oct 27 11:01:30 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 27 Oct 2005 11:01:30 -0400 Subject: [rt-users] RT: Essentials -- ToDo example In-Reply-To: <20051026195203.GN995@chaka.net>; from Todd Chapman on Wed, Oct 26, 2005 at 03:52:03PM -0400 References: <435E7B27.50405@acm.org> <20051026131157.GU14262@bestpractical.com> <435FE091.5030204@acm.org> <20051026195203.GN995@chaka.net> Message-ID: <20051027110130.E29181@cgi.jachomes.com> On Wed, Oct 26, 2005 at 03:52:03PM -0400, Todd Chapman wrote: > Soon I will be making the first public release of RTx::RightMatrix. > This RT extension makes it really easy to see all the rights a > user, group, or role has. You can then click on a right and see > all the different was that the user/group/role was granted that right. Woo, and likewise hoo! How hard would it be to extend that into something like a debug mode, where the system could log *which* path of rights permitted something when it's done? Or does it already log that? 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 Thu Oct 27 11:31:25 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 27 Oct 2005 11:31:25 -0400 Subject: [rt-users] Setting default queue. In-Reply-To: <1130424910.3257.9.camel@turing> References: <92da24e00510270743l77632635xe9dd4f6e64c46a36@mail.gmail.com> <1130424910.3257.9.camel@turing> Message-ID: <92da24e00510270831p35089457s414feef834f41345@mail.gmail.com> On 10/27/05, Ken O'Driscoll wrote: > > > I think you need to either grant the SeeQueue right to the user or, if > you don't want to make the user privileged then grant it to the > "Unprivileged" group for that particular queue. Adding: "SeeQueue" to the Privileged group solved the problem. I also added "CreateTicket" & "ReplyToTicket" to that group, to head off the next problem I was about to encounter. :) Thanks. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Thu Oct 27 11:41:01 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 27 Oct 2005 11:41:01 -0400 Subject: [rt-users] RT: Essentials -- ToDo example In-Reply-To: <20051027110130.E29181@cgi.jachomes.com> References: <435E7B27.50405@acm.org> <20051026131157.GU14262@bestpractical.com> <435FE091.5030204@acm.org> <20051026195203.GN995@chaka.net> <20051027110130.E29181@cgi.jachomes.com> Message-ID: <20051027154101.GO995@chaka.net> On Thu, Oct 27, 2005 at 11:01:30AM -0400, Jay R. Ashworth wrote: > On Wed, Oct 26, 2005 at 03:52:03PM -0400, Todd Chapman wrote: > > Soon I will be making the first public release of RTx::RightMatrix. > > This RT extension makes it really easy to see all the rights a > > user, group, or role has. You can then click on a right and see > > all the different was that the user/group/role was granted that right. > > Woo, and likewise hoo! > > How hard would it be to extend that into something like a debug mode, > where the system could log *which* path of rights permitted something > when it's done? Or does it already log that? > When Principal::HasRight is called, many strange and wonderous things happen. To over simplify it, some fancy SQl queries are built that are essentially: select count(id) from ACL where So HasRight does not trigger on a spscific right, but by the existence of one or more Acces Control Entries that would satisfy the criteria. My extension, (which is avaliable now in subversion) will help you figure out after the fact how the user was able to do . -Todd From maillist at sitepier.com Thu Oct 27 14:29:35 2005 From: maillist at sitepier.com (Jason B.) Date: Thu, 27 Oct 2005 13:29:35 -0500 Subject: [rt-users] Web Interface Images Message-ID: <4780AF50-759C-404B-A512-83A2D325DE28@sitepier.com> Hello Everyone. I am running RT3.4 + Apache2 + FastCGI + Debian 3.1. I installed RT from the debian package using apt-get. It installs fine and it will work great if I want to use http://domain.com/rt/ but I rather just use www.domain.com without having to go to a subdirectory. To see what I mean if you go to http://tickets.stabletransit.com/ you still notice that the images and other are not displayed correctly. This also happens when I try to login to rt the side bar and the logout button do not work properly. Here is my current Apache 2 settings: ServerName tickets.stabletransit.com DocumentRoot /usr/share/request-tracker3.4/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/ /usr/share/request-tracker3.4/html/NoAuth/ # Alias NoAuth/images /usr/share/request-tracker3.4/html/NoAuth/ images ScriptAlias / /usr/share/request-tracker3.4/libexec/ mason_handler.fcgi/ #FastCgiIpcDir /tmp FastCgiServer /usr/share/request-tracker3.4/libexec/ mason_handler.fcgi -idle-timeout 120 -processes 4 # THE WEBSERVER: Set($WebBaseURL , "http://tickets.stabletransit.com"); Set($WebPath , "/"); I am not sure why it doesn't work. I have tried many different removing the / from Webpath and it appears that it works but when I press a button inside of RT it gives a blank page. Anyone have any ideas? Thanks -jason b. From sames at officescape.com Thu Oct 27 14:32:35 2005 From: sames at officescape.com (Steven E. Ames) Date: Thu, 27 Oct 2005 13:32:35 -0500 Subject: [rt-users] Forward ticket as e-mail? Message-ID: I checked the FAQ and couldn't find this... there are times when it would be handy to forward the contents of a ticket (perhaps with a handy comment at the top) to someone outside the ticket system for their input... at present I copy/paste into a seperate e-mail and send it but that lacks because: 1. Its more complicated; 2. No record in the ticket that I sent said e-mail; 3. The 3rd parties response is not automatically added to the ticket. I don't want to add them as a CC or AdminCC as that is even more complicated and then all other CC/AdminCC would get copies of my query to the 3rd party which is undesirable. So basically what I want is an additional option (to Reply and Comment) called 'Forward'? Thoughts? -steve From AHKAPLAN at PARTNERS.ORG Thu Oct 27 15:02:04 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Thu, 27 Oct 2005 15:02:04 -0400 Subject: [rt-users] Backup Procedure Message-ID: <9C63A4713C4E3342B90428CE44806A73EC3869@PHSXMB5.partners.org> Hi there -- I have RT running with a MySQL database backend and am in the process of setting up a backup schedule for the application and its host server. The software that I am using to for this purpose is Data Protector 5.1. I have installed the agent program on the server and have done an initial backup of the server in the following manner: I have a scheduled cron job that shuts down the SQL server prior to the actual backup taking place. The filesystems where RT and MySQL are located are backed up to a remote tape device. After the backup is complete, another cron job is automatically run to start the SQL server. I know the mysqldump utility is an option to use when backing up the database. My question is, should I use mysqldump in addition to the above procedure or is what I am doing now sufficient? Thanks. From jlee at pbu.edu Thu Oct 27 15:14:05 2005 From: jlee at pbu.edu (Jay Lee) Date: Thu, 27 Oct 2005 15:14:05 -0400 Subject: [rt-users] Forward ticket as e-mail? In-Reply-To: References: Message-ID: <436126FD.30109@pbu.edu> Steven E. Ames wrote: > I checked the FAQ and couldn't find this... there are times when it would be handy to forward the contents of a ticket (perhaps with a handy comment at the top) to someone outside the ticket system for their input... at present I copy/paste into a seperate e-mail and send it but that lacks because: > > 1. Its more complicated; > 2. No record in the ticket that I sent said e-mail; > 3. The 3rd parties response is not automatically added to the ticket. > > I don't want to add them as a CC or AdminCC as that is even more complicated and then all other CC/AdminCC would get copies of my query to the 3rd party which is undesirable. > > So basically what I want is an additional option (to Reply and Comment) called 'Forward'? I've modified my reply and comment templates so that the entire ticket history is attached also (comments include everything, replies only the replies). Thus if I make a comment or reply, I can CC: any third party and they get the full ticket history. The other advantage is that users have a full ticket history every time a ticket is updated. One downside is that when users reply, they forget to delete the reply text so their reply includes the entire work order history, but most of our work orders don't go beyond 3-4 replies for us so it's not a big deal. Here are my templates: Correspondence Template: RT-Template: Correspondence Organization: Philadelphia Biblical University RT-Attach-Message: yes --------------------------------------------------------------- New Response Regarding Your Work Order --------------------------------------------------------------- {$Transaction->Content()} ---------------------------------------------------------------- Initial User Work Order: ---------------------------------------------------------------- {$Ticket->Transactions->First->Content()} ---------------------------------------------------------------- Work Order History: ---------------------------------------------------------------- { my $resolved_message = ''; my $last_content = ''; my $transactions = $Ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); while (my $transaction = $transactions->Next) { my $attachments = $transaction->Attachments; while (my $message = $attachments->Next) { next unless $message->ContentType =~ m!^(text/plain|message|text$)!i; my $content = $message->Content; next unless $content; next if $last_content eq $content; $last_content = $content; my $subject = ($message->Subject || $Ticket->Subject); my $wrapper = Text::Wrapper->new(columns=>70); $content = $wrapper->wrap($content); $resolved_message .= "Subject: "; $resolved_message .= $subject; $resolved_message .= "\n"; $resolved_message .= "From: "; $resolved_message .= $message->CreatorObj->RealName || $message->CreatorObj->EmailAddress; $resolved_message .= "\n"; $resolved_message .= "Time: "; $resolved_message .= $message->CreatedObj->AsString; $resolved_message .= "\n"; $resolved_message .= "\n"; $resolved_message .= "$content\n"; $resolved_message .= "------------------------------------------------\n"; } } $resolved_message; } Admin Correspondence Template: RT-Template: Admin correspondence Organization: Philadelphia Biblical University RT-Attach-Message: yes id} > --------------------------------------------------------------- New Response Regarding Work Order: {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} --------------------------------------------------------------- {$Transaction->Content()} ---------------------------------------------------------------- Your Initial User Work Order Was: ---------------------------------------------------------------- {$Ticket->Transactions->First->Content()} ---------------------------------------------------------------- Work Order History: ---------------------------------------------------------------- { my $resolved_message = ''; my $last_content = ''; my $transactions = $Ticket->Transactions; $transactions->Limit( FIELD => 'Type', VALUE => 'Correspond' ); while (my $transaction = $transactions->Next) { my $attachments = $transaction->Attachments; while (my $message = $attachments->Next) { next unless $message->ContentType =~ m!^(text/plain|message|text$)!i; my $content = $message->Content; next unless $content; next if $last_content eq $content; $last_content = $content; my $subject = ($message->Subject || $Ticket->Subject); my $wrapper = Text::Wrapper->new(columns=>70); $content = $wrapper->wrap($content); $resolved_message .= "Subject: "; $resolved_message .= $subject; $resolved_message .= "\n"; $resolved_message .= "From: "; $resolved_message .= $message->CreatorObj->RealName || $message->CreatorObj->EmailAddress; $resolved_message .= "\n"; $resolved_message .= "Time: "; $resolved_message .= $message->CreatedObj->AsString; $resolved_message .= "\n"; $resolved_message .= "\n"; $resolved_message .= "$content\n"; $resolved_message .= "------------------------------------------------\n"; } } $resolved_message; } -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -- From keith at midnighthax.com Thu Oct 27 15:20:14 2005 From: keith at midnighthax.com (Keith Edmunds) Date: Thu, 27 Oct 2005 20:20:14 +0100 Subject: [SPAM?] [rt-users] Backup Procedure In-Reply-To: <9C63A4713C4E3342B90428CE44806A73EC3869@PHSXMB5.partners.org> References: <9C63A4713C4E3342B90428CE44806A73EC3869@PHSXMB5.partners.org> Message-ID: <4361286E.8020308@midnighthax.com> Kaplan, Andrew H. wrote: > I know the mysqldump utility is an option to use when backing up the > database. My question is, should I use mysqldump in addition to the above > procedure or is what I am doing now sufficient? Thanks. Personally I would use mysqldump /instead/ of what you are doing now. Many reasons, including the removal of the requirement to restore the database to the exact same version, patchlevel, etc, of MySQL, and the fact that if there are any kind of problems with the restore, mysqldump gives you an ASCII file to rebuild the data from - much more flexible than a binary file. Keith From sterickson at gmail.com Thu Oct 27 15:39:18 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 27 Oct 2005 15:39:18 -0400 Subject: [rt-users] Custom fields not showing up on tickets. Message-ID: <92da24e00510271239o3da5ac64m490ef5fa7d500fa9@mail.gmail.com> I created two custom fields, and said they apply to tickets. Then I went to the queue's configuration and checked off both custom fields in the "Ticket Custom Fields" section. Neither field is showing up on tickets I create in the queue though. I must be doing something wrong. ?? TIA -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From sterickson at gmail.com Thu Oct 27 15:46:58 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 27 Oct 2005 15:46:58 -0400 Subject: [rt-users] Re: Custom fields not showing up on tickets. In-Reply-To: <92da24e00510271239o3da5ac64m490ef5fa7d500fa9@mail.gmail.com> References: <92da24e00510271239o3da5ac64m490ef5fa7d500fa9@mail.gmail.com> Message-ID: <92da24e00510271246v36bc0613s2a9afbe48abb036b@mail.gmail.com> On 10/27/05, Shaun T. Erickson wrote: > > I created two custom fields, and said they apply to tickets. Then I went > to the queue's configuration and checked off both custom fields in the > "Ticket Custom Fields" section. Neither field is showing up on tickets I > create in the queue though. Sorry to follow up my own post, but I solved it. I needed to add the "SeeCustomFields" ACL to the Privileged group. -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From maillist at sitepier.com Thu Oct 27 15:58:57 2005 From: maillist at sitepier.com (Jason B.) Date: Thu, 27 Oct 2005 14:58:57 -0500 Subject: [rt-users] Web Interface Images In-Reply-To: <4780AF50-759C-404B-A512-83A2D325DE28@sitepier.com> References: <4780AF50-759C-404B-A512-83A2D325DE28@sitepier.com> Message-ID: <001046B0-680C-4E77-9123-B5FD19A21396@sitepier.com> 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 , $WebURL . "NoAuth/images/"); I though the last two didn't have to be in there since it was already in the RT_Config.pm The images are there and everything fine though when I press the logout button I recieve a box that refreshes to fast and goes to the following: http://tickets.stabletransit.com/NoAuth/%3C%25$URL%25%3E This is in the browser: Not Found The requested URL /NoAuth/<%$URL%> was not found on this server. This is what appears in my logs: [Thu Oct 27 14:51:57 2005] [error] [client 64.39.0.38] File does not exist: /usr/share/request-tracker3.4/html/NoAuth/<%$URL%>, referer: http://tickets.stabletransit.com/NoAuth/Logout.html The %URL% is from the Logout.html in the following lines: $URL => $RT::WebPath."/" On Oct 27, 2005, at 1:29 PM, Jason B. wrote: > Hello Everyone. > > I am running RT3.4 + Apache2 + FastCGI + Debian 3.1. I installed > RT from the debian package using apt-get. It installs fine and it > will work great if I want to use http://domain.com/rt/ but I rather > just use www.domain.com without having to go to a subdirectory. To > see what I mean if you go to http://tickets.stabletransit.com/ you > still notice that the images and other are not displayed > correctly. This also happens when I try to login to rt the side > bar and the logout button do not work properly. > > Here is my current Apache 2 settings: > > > ServerName tickets.stabletransit.com > DocumentRoot /usr/share/request-tracker3.4/html/ > AddDefaultCharset UTF-8 > > # Adding the following for RT (the ticket tracker) > AddHandler fastcgi-script fcgi > > > Options FollowSymLinks ExecCGI > AllowOverride None > > > # Pass through requests to for noauth > Alias /NoAuth/ /usr/share/request-tracker3.4/html/NoAuth/ > # Alias NoAuth/images /usr/share/request-tracker3.4/html/ > NoAuth/images > ScriptAlias / /usr/share/request-tracker3.4/libexec/ > mason_handler.fcgi/ > > > #FastCgiIpcDir /tmp > FastCgiServer /usr/share/request-tracker3.4/libexec/ > mason_handler.fcgi -idle-timeout 120 -processes 4 > > > > # THE WEBSERVER: > > Set($WebBaseURL , "http://tickets.stabletransit.com"); > Set($WebPath , "/"); > > I am not sure why it doesn't work. I have tried many different > removing the / from Webpath and it appears that it works but when I > press a button inside of RT it gives a blank page. Anyone have any > ideas? > > Thanks > -jason b. > _______________________________________________ > 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 sterickson at gmail.com Thu Oct 27 15:59:13 2005 From: sterickson at gmail.com (Shaun T. Erickson) Date: Thu, 27 Oct 2005 15:59:13 -0400 Subject: [rt-users] Re: Custom fields not showing up on tickets. In-Reply-To: <92da24e00510271246v36bc0613s2a9afbe48abb036b@mail.gmail.com> References: <92da24e00510271239o3da5ac64m490ef5fa7d500fa9@mail.gmail.com> <92da24e00510271246v36bc0613s2a9afbe48abb036b@mail.gmail.com> Message-ID: <92da24e00510271259k609cbd4fi42288c0973a640ab@mail.gmail.com> > > Sorry to follow up my own post, but I solved it. I needed to add the > "SeeCustomFields" ACL to the Privileged group. Just to be complete, in case anyone searches on this, I had to also give the Privileged group the "ModifyCustomFields" ACL, so that they could *edit* the fields they could now see (smacks self in head, lol). -- -ste -------------- next part -------------- An HTML attachment was scrubbed... URL: From spiker at spiker.com Thu Oct 27 16:09:40 2005 From: spiker at spiker.com (Joshua Speicher) Date: Thu, 27 Oct 2005 16:09:40 -0400 Subject: [rt-users] Setting Transaction Custom fields from CLI Message-ID: <001001c5db32$5df719d0$640116ac@spikernewgamer> 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? - Spiker -------------- next part -------------- An HTML attachment was scrubbed... URL: From tkyle at matlock.wustl.edu Thu Oct 27 16:25:40 2005 From: tkyle at matlock.wustl.edu (Tom Kyle) Date: Thu, 27 Oct 2005 15:25:40 -0500 Subject: [rt-users] rt-mailgate problems Message-ID: <436137C4.1060606@matlock.wustl.edu> 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 -- ================================== Thomas A. Kyle Network Analyst Washington University Department of Psychiatry tkyle at matlock.wustl.edu P: (314) 286-1779 ================================== From chris.poupart at mcgill.ca Thu Oct 27 15:52:48 2005 From: chris.poupart at mcgill.ca (Chris Poupart) Date: Thu, 27 Oct 2005 15:52:48 -0400 Subject: [rt-users] Forward ticket as e-mail? In-Reply-To: References: Message-ID: On Thu, 27 Oct 2005 15:25:54 -0400, Steven E. Ames wrote: > Except that the comment only contains what you put in it... you'd still > have to copy/paste from other parts of the ticket to send the person the > ticket history. But it is, perhaps, good enough for my purposes :) Thank > you. This is one area that I find our new RT users get confused with. There are two "types" of replies and comments. At the top right of the ticket is what I call the "empty reply" and "empty comment" options. They will add a new reply or comment without quoting any of the ticket. The other locations are on each transaction in the history of the ticket. Those "reply" and "comment" options quote the content of that section of the history. So, we simply use comment button that will include the quote that includes the history that we need. 90% of the time we are able to find a transaction in the history that has all of the information needed. ~~ Chris -- Using Opera's revolutionary e-mail client: http://www.opera.com/mail/ From tkyle at matlock.wustl.edu Thu Oct 27 17:10:48 2005 From: tkyle at matlock.wustl.edu (Tom Kyle) Date: Thu, 27 Oct 2005 16:10:48 -0500 Subject: [rt-users] rt-mailgate problems In-Reply-To: <436137C4.1060606@matlock.wustl.edu> References: <436137C4.1060606@matlock.wustl.edu> Message-ID: <43614258.2090505@matlock.wustl.edu> 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. 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 > -- ================================== Thomas A. Kyle Network Analyst Washington University Department of Psychiatry tkyle at matlock.wustl.edu P: (314) 286-1779 ================================== From zach at goldleaf.com Thu Oct 27 18:22:42 2005 From: zach at goldleaf.com (Zach Lowry) Date: Thu, 27 Oct 2005 17:22:42 -0500 Subject: [rt-users] Apache Config problem with RT Message-ID: -----BEGIN PGP SIGNED MESSAGE----- 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. Thanks! - --Zach -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (Darwin) iQCVAwUBQ2FTNElgWWUxLyqhAQHbRwP/eaRPY8EEGxP1avZ9DUSceUu4eJNyRwVe vQD5KXq+4Yxz4JsofHiNzscMou6xHKSMxetlxokaGbuOAtkHJ9pVN7XjTrJLdGlD ijL52FVnv7bjogSPKMuVTKD3n0lmcyFbqRnnVb+ezzmuNeH8NtbPQ2l8SxtDt067 xdfSXSKr0aw= =BQ0B -----END PGP SIGNATURE----- From gtalbot at centerone.com Thu Oct 27 04:47:01 2005 From: gtalbot at centerone.com (Greg Talbot) Date: Thu, 27 Oct 2005 02:47:01 -0600 (MDT) Subject: [rt-users] RT_SiteConfig and Postgres Message-ID: <1296.65.101.241.221.1130402821.squirrel@webmail.adapsnet.com> I am having a hard time getting RT to connect to my Postgres install. My pg_hba.conf is set to, local all all trust As I was instructed to do so for another app. My question is what do I use for, Set($DatabaseHost , ''); Set($DatabaseRTHost , ''); I have tried everything and I always get, [error] Connect Failed FATAL: no pg_hba.conf entry for host "127.0.0.1", user "rt_user", database "rt3", SSL off\n\n at /opt/RT//lib/RT.pm line 176\n Thanks --gt From mikep at uclink.berkeley.edu Thu Oct 27 19:04:45 2005 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 27 Oct 2005 16:04:45 -0700 Subject: [rt-users] Suggestions for ways to get summary stats on Requestors-specific information Message-ID: <43615D0D.9020605@uclink.berkeley.edu> We populate the "Users.Organization" field with the internal Dept name that Users belong to using a custom LDAP script via cron job. I'd like to get summary counts of how many tickets were created & resolved by each Dept by calendar month and eventually display it on a web page. Any advice on making these techniques work is appreciated. Sometimes the original "Tickets.Creator" is not the Requestor (as people submit tickets on other people's behalf and later change the Requestor). This makes the query substantially more complicated (e.g. especially outside of the API). I'll list some of the techniques I've experimented in hopes of getting tips from this list to make some of them work: 1) write custom mysql/PHP 2) direct mysql query e.g. rt-batchstats, 3) use cli to dump info to parse later 4) use Query builder to dump needed fields and parse later 5) Modify RT Statistics Template to group by Users.Organization 6) Write code using the API from scratch (or better yet slightly modifying an existing sample that comes close) 1) I've had some success listing tickets based on the Requestors Dept (using the very helpful tips below on a PHP/Mysql syntax page), but when I do summary stats they are sometimes a few higher then the overall created or resolved count (e.g. even when using count(Distinct t1.id) Useful Tips: http://wiki.bestpractical.com/index.cgi?GetReqestorInfoByTicketId 2) I've used batch stats for some queries, but the mysql query difficulties for summarizing requestor dept are above http://wiki.bestpractical.com/index.cgi?RT3BatchStats 3) I can't seem to get the command-line interface to work (e.g. so I can setup a cron job to dump what I want and parse it to create web page), This seems to be due to the fact that I use Apache auth-ldap authentication and RT command-line doesn't work so well with that (e.g. I attempted .rtrc file and got below). %/usr/local/rt3/bin/rt ls "Priority > 5 and Status='new'" rt: Server error: Authorization Required (401) http://wiki.bestpractical.com/index.cgi?UseRtTool 4) I can use Query builder and download fields and time period I want data manually (to parse and summarize by Dept later) but I don't know how to setup a cron job to automatically drop off this data somewhere (e.g. lynx a stored query)? 5) The RT Statistics package seems to use queue as the primary distinction and not information about the user attributes of ticket Requestors. 6) I've had some success using the API information to make custom scrips and other minor customizations to RT pages. When looking at the Wiki, reading RT Essentials, looking at online API docs add-in and following this newsgroup overtime I'm still confused about how to create a new page with just the data I want. I wouldn't know how to go about generating a HTML page outside of the HTML-Mason environment (e.g. PHP page using API calls?). I'm also unsure about how to create separate page within the HTML Mason environment that summarizes ticket counts grouped by the Ticket->Requestors User->Organization by Calendar Month. If somebody has sample code that comes close to my objectives, I'd love to see it, and modify as needed to make it work for me. Thanks, Mike My RT Build: FreeBSD 4.11, RT 3.2.2, Perl v5.8.4, apache+mod_ssl-1.3.33+2.8.22, mod_perl v1.29, HTML::Mason v1.26, DBIx::SearchBuilder v1.15 -- Mike Patterson Systems Manager UC Berkeley Extension From lvanderf at internode.com.au Thu Oct 27 19:33:31 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Fri, 28 Oct 2005 09:03:31 +0930 Subject: [rt-users] links (relationships) not showing after upgrade to 3.4.4 In-Reply-To: <20051027123409.GG14262@bestpractical.com> References: <436038DF.9060004@internode.com.au> <20051027123409.GG14262@bestpractical.com> Message-ID: <436163CA.7070302@internode.com.au> Hi Jesse. Jesse Vincent wrote: >On Thu, Oct 27, 2005 at 11:48:07AM +0930, Luke Vanderfluit wrote: > > >>Hi. >> >>I'm Using: >>apache 1.3.27 >>mod_perl 1.29 >>mod_ssl 2.3.14-1.3.27 >>mysql 4.0.18 >> >>I have upgraded from RT 3.0.11 to 3.4.4 >>While testing the application I found that links that were visible in >>the 3.0.11 version are no longer visible in 3.4.4 >> >> > >I bet you changed your $rtname or $Organization > > Yes. You're right. Changed the $Organisation in RT_SiteConfig.pm and the links show :-). Thanks. Kind regards. Luke. -- Luke -------------- next part -------------- An HTML attachment was scrubbed... URL: From asmoore at edge.net Thu Oct 27 22:10:55 2005 From: asmoore at edge.net (Alex Moore) Date: Thu, 27 Oct 2005 21:10:55 -0500 Subject: [rt-users] RT_SiteConfig and Postgres In-Reply-To: <1296.65.101.241.221.1130402821.squirrel@webmail.adapsnet.com> References: <1296.65.101.241.221.1130402821.squirrel@webmail.adapsnet.com> Message-ID: <20051027211055.0000741e@sws602> On Thu, 27 Oct 2005 02:47:01 -0600 (MDT) "Greg Talbot" wrote: > I am having a hard time getting RT to connect to my Postgres install. > My pg_hba.conf is set to, > local all all trust > As I was instructed to do so for another app. > > My question is what do I use for, > > Set($DatabaseHost , ''); > Set($DatabaseRTHost , ''); > > I have tried everything and I always get, > [error] Connect Failed FATAL: no pg_hba.conf entry for host > "127.0.0.1", user "rt_user", database "rt3", SSL off\n\n > at /opt/RT//lib/RT.pm line 176\n > The $DatabaseHost and $DatabaseRTHost should be correct as is. I would think that connecting to 'host 127.0.0.1' is not a connection to a Unix socket, which is what 'local' means. Try adding additional lines to pg_hba.conf like: # IPv4 local connections: host all all 127.0.0.1/32 trust Alex From lvanderf at internode.com.au Fri Oct 28 03:11:05 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Fri, 28 Oct 2005 16:41:05 +0930 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <20051027013113.GE14262@bestpractical.com> References: <435DD45E.9020309@internode.com.au> <20051026125303.GP14262@bestpractical.com> <436018A9.7040905@internode.com.au> <436021F8.1040109@northpb.com> <20051027013113.GE14262@bestpractical.com> Message-ID: <4361CF09.8020601@internode.com.au> Hi. Ok. I'm now at the point where: -(I'm about to fetch the axe from the shed :-) -I've removed all indexes from the Groups table -created the following indexes: create unique index groups_key on Groups(id); create index Groups1 ON Groups (Domain, Instance, Type, id); create index Groups2 ON Groups (Type, Instance, Domain); Then I did a trial run: 138 seconds to complete the query I created 2 more indexes create index Groups3 on Groups(Instance); create index Groups4 on Groups(Type); Another trial run: 137 seconds. I created the following index: create index Groups5 on Groups(Domain); 144 seconds. The query in question is the same as on the following site and the indexes are taken from that site. http://rt3.fsck.com/Ticket/Display.html?id=6624 after dropping the last index I added (it seemed to only worsen the pain) I stopped and started both mysql and apache then got 150 seconds. hmmm..... So these particular indexes didn't help. I've used the expain select syntax to show what keys are being used in the query, it show that I have *no* keys being used on the Users table. I've tried several keys on the Users table but with no success. I've documented everything so can supply you with the indexes if interested. I'm sure there is an index out there that does what I want, Any suggestions/help appreciated. Thanks. Kind regards. Luke. -- Luke From Ben.Brown at CPIGroup.com.au Fri Oct 28 03:04:02 2005 From: Ben.Brown at CPIGroup.com.au (Ben Brown) Date: Fri, 28 Oct 2005 17:04:02 +1000 Subject: [rt-users] Resolving tickets from a particular address Message-ID: <48FDC12228CB0046BFAC7F2A77A36FE009DD33@menats02.cpigroup.com.au> I need some advice - I need to figure out how to resolve all requests sent from a certain email address as soon as they arrive. Any ideas? Thanks, Ben Brown CPI Group -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joerg.Ungermann at web.de Fri Oct 28 03:59:41 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Fri, 28 Oct 2005 09:59:41 +0200 Subject: [rt-users] Deleting Users from Users Table Message-ID: <842594003@web.de> Hi, we need to delete duplicate users from the users table. They appeared because of some inssues with the regular import from ERP system. Now the question is: - How to find (redundant) users that do not have ticket entries? - How to erase them without tangering RTs internals? Is RT shredder the best option? Can it be limited to users without tickets? Thanks for help Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From jesse at bestpractical.com Fri Oct 28 08:41:17 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 28 Oct 2005 08:41:17 -0400 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <4361CF09.8020601@internode.com.au> References: <435DD45E.9020309@internode.com.au> <20051026125303.GP14262@bestpractical.com> <436018A9.7040905@internode.com.au> <436021F8.1040109@northpb.com> <20051027013113.GE14262@bestpractical.com> <4361CF09.8020601@internode.com.au> Message-ID: <20051028124117.GV14262@bestpractical.com> Luke, Are you up for trying the patch we've been testing for this? If so, please see attached On Fri, Oct 28, 2005 at 04:41:05PM +0930, Luke Vanderfluit wrote: > Hi. > > Ok. I'm now at the point where: > -(I'm about to fetch the axe from the shed :-) > -I've removed all indexes from the Groups table > -created the following indexes: > > create unique index groups_key on Groups(id); > create index Groups1 ON Groups (Domain, Instance, Type, id); > create index Groups2 ON Groups (Type, Instance, Domain); > > Then I did a trial run: 138 seconds to complete the query > > I created 2 more indexes > > create index Groups3 on Groups(Instance); > create index Groups4 on Groups(Type); > > Another trial run: 137 seconds. > > I created the following index: > create index Groups5 on Groups(Domain); > > 144 seconds. > > The query in question is the same as on the following site and the > indexes are taken from that site. > http://rt3.fsck.com/Ticket/Display.html?id=6624 > > after dropping the last index I added (it seemed to only worsen the pain) I > stopped and started both mysql and apache > then got 150 seconds. > hmmm..... > > So these particular indexes didn't help. > > I've used the expain select syntax to show what keys are being used in > the query, it show that I have *no* keys being used on the Users table. > I've tried several keys on the Users table but with no success. > I've documented everything so can supply you with the indexes if interested. > > > I'm sure there is an index out there that does what I want, > Any suggestions/help appreciated. > > 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 > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- -------------- next part -------------- === lib/RT/Groups_Overlay.pm ================================================================== --- lib/RT/Groups_Overlay.pm (revision 1155) +++ lib/RT/Groups_Overlay.pm (local) @@ -85,12 +85,21 @@ $self->{'table'} = "Groups"; $self->{'primary_key'} = "id"; + my @result = $self->SUPER::_Init(@_); + $self->OrderBy( ALIAS => 'main', FIELD => 'Name', ORDER => 'ASC'); + $self->{'princalias'} = $self->NewAlias('Principals'); - return ( $self->SUPER::_Init(@_)); + $self->Join( ALIAS1 => 'main', + FIELD1 => 'id', + ALIAS2 => $self->{'princalias'}, + FIELD2 => 'id' ); + + + return (@result); } # }}} @@ -343,83 +352,51 @@ =cut +sub PrincipalsAlias { + my $self = shift; + return($self->{'princalias'}); +} + sub WithRight { my $self = shift; my %args = ( Right => undef, Object => => undef, IncludeSystemRights => 1, IncludeSuperusers => undef, + IncludeSubgroupMembers => 0, EquivObjects => [ ], @_ ); - my $acl = $self->NewAlias('ACL'); + my $from_role = $self->Clone; + $from_role->WithRoleRight( %args ); - # {{{ Find only rows where the right granted is the one we're looking up or _possibly_ superuser - $self->Limit( ALIAS => $acl, - FIELD => 'RightName', - OPERATOR => ($args{Right} ? '=' : 'IS NOT'), - VALUE => $args{Right} || 'NULL', - ENTRYAGGREGATOR => 'OR' ); + my $from_group = $self->Clone; + $from_group->WithGroupRight( %args ); - if ( $args{'IncludeSuperusers'} and $args{'Right'} ) { - $self->Limit( ALIAS => $acl, - FIELD => 'RightName', - OPERATOR => '=', - VALUE => 'SuperUser', - ENTRYAGGREGATOR => 'OR' ); - } - # }}} + #XXX: DIRTY HACK + use DBIx::SearchBuilder::Union; + my $union = new DBIx::SearchBuilder::Union; + $union->add($from_role); + $union->add($from_group); + %$self = %$union; + bless $self, ref($union); - my ($or_check_ticket_roles, $or_check_roles); - my $which_object = "$acl.ObjectType = 'RT::System'"; + return; +} - if ( defined $args{'Object'} ) { - if ( ref($args{'Object'}) eq 'RT::Ticket' ) { - $or_check_ticket_roles = - " OR ( main.Domain = 'RT::Ticket-Role' AND main.Instance = " . $args{'Object'}->Id . ") "; - - # If we're looking at ticket rights, we also want to look at the associated queue rights. - # this is a little bit hacky, but basically, now that we've done the ticket roles magic, - # we load the queue object and ask all the rest of our questions about the queue. - $args{'Object'} = $args{'Object'}->QueueObj; - } - # TODO XXX This really wants some refactoring - if ( ref($args{'Object'}) eq 'RT::Queue' ) { - $or_check_roles = - " OR ( ( (main.Domain = 'RT::Queue-Role' AND main.Instance = " . - $args{'Object'}->Id . ") $or_check_ticket_roles ) " . - " AND main.Type = $acl.PrincipalType) "; - } - - if ( $args{'IncludeSystemRights'} ) { - $which_object .= ' OR '; - } - else { - $which_object = ''; - } - foreach my $obj ( @{ $args{'EquivObjects'} } ) { - next unless ( UNIVERSAL::can( $obj, 'id' ) ); - $which_object .= "($acl.ObjectType = '" . ref( $obj ) . "' AND $acl.ObjectId = " . $obj->id . ") OR "; - } - $which_object .= - " ($acl.ObjectType = '" . ref($args{'Object'}) . "'" . - " AND $acl.ObjectId = " . $args{'Object'}->Id . ") "; - } - - $self->_AddSubClause( "WhichObject", "($which_object)" ); - - $self->_AddSubClause( "WhichGroup", - qq{ - ( ( $acl.PrincipalId = main.id - AND $acl.PrincipalType = 'Group' - AND ( main.Domain = 'SystemInternal' - OR main.Domain = 'UserDefined' - OR main.Domain = 'ACLEquivalence')) - $or_check_roles) - } - ); +use RT::Users; +sub _JoinGroups { + my $self = shift; + my %args = (@_); + return 'main' unless $args{'IncludeSubgroupMembers'}; + return $self->RT::Users::_JoinGroupMembers( %args ); } +sub _JoinGroupMembers { return (shift)->RT::Users::_JoinGroupMembers( @_ ) } +sub _JoinACL { return (shift)->RT::Users::_JoinACL( @_ ) } +sub _GetEquivObjects { return (shift)->RT::Users::_GetEquivObjects( @_ ) } +sub WithGroupRight { return (shift)->RT::Users::WhoHaveGroupRight( @_ ) } +sub WithRoleRight { return (shift)->RT::Users::WhoHaveRoleRight( @_ ) } # {{{ sub LimitToEnabled @@ -432,18 +409,11 @@ sub LimitToEnabled { my $self = shift; - my $alias = $self->Join( - TYPE => 'left', - ALIAS1 => 'main', - FIELD1 => 'id', - TABLE2 => 'Principals', - FIELD2 => 'id' - ); - - $self->Limit( ALIAS => $alias, - FIELD => 'Disabled', - VALUE => '0', - OPERATOR => '=' ); + $self->Limit( ALIAS => $self->PrincipalsAlias, + FIELD => 'Disabled', + VALUE => '0', + OPERATOR => '=', + ); } # }}} @@ -458,20 +428,12 @@ sub LimitToDeleted { my $self = shift; - my $alias = $self->Join( - TYPE => 'left', - ALIAS1 => 'main', - FIELD1 => 'id', - TABLE2 => 'Principals', - FIELD2 => 'id' - ); - $self->{'find_disabled_rows'} = 1; - $self->Limit( ALIAS => $alias, - FIELD => 'Disabled', - OPERATOR => '=', - VALUE => '1' - ); + $self->Limit( ALIAS => $self->PrincipalsAlias, + FIELD => 'Disabled', + OPERATOR => '=', + VALUE => 1, + ); } # }}} === lib/RT/Principal_Overlay.pm ================================================================== --- lib/RT/Principal_Overlay.pm (revision 1155) +++ lib/RT/Principal_Overlay.pm (local) @@ -295,38 +295,39 @@ Right => undef, Object => undef, EquivObjects => undef, - @_ + @_, ); + unless ( $args{'Right'} ) { + $RT::Logger->crit("HasRight called without a right"); + return (undef); + } + if ( $self->Disabled ) { - $RT::Logger->err( "Disabled User: " + $RT::Logger->error( "Disabled User: " . $self->id . " failed access check for " . $args{'Right'} ); return (undef); } - if ( !defined $args{'Right'} ) { - $RT::Logger->crit("HasRight called without a right"); - return (undef); - } - if ( defined( $args{'Object'} ) && UNIVERSAL::can( $args{'Object'}, 'id' ) - && $args{'Object'}->id ) - { + && $args{'Object'}->id ) { + push( @{ $args{'EquivObjects'} }, $args{Object} ); } else { - $RT::Logger->crit("$self HasRight called with no valid object"); + $RT::Logger->crit("HasRight called with no valid object"); return (undef); } # If this object is a ticket, we care about ticket roles and queue roles - if ( ( ref( $args{'Object'} ) eq 'RT::Ticket' ) && $args{'Object'}->Id ) { + if ( UNIVERSAL::isa( $args{'Object'} => 'RT::Ticket' ) ) { -# this is a little bit hacky, but basically, now that we've done the ticket roles magic, we load the queue object -# and ask all the rest of our questions about the queue. + # this is a little bit hacky, but basically, now that we've done + # the ticket roles magic, we load the queue object + # and ask all the rest of our questions about the queue. push( @{ $args{'EquivObjects'} }, $args{'Object'}->QueueObj ); } @@ -354,167 +355,120 @@ # }}} - # {{{ if we've cached a positive result for this query, return 1 - - my $cached_answer = $_ACL_CACHE->fetch($hashkey); - # Returns undef on cache miss + my $cached_answer = $_ACL_CACHE->fetch($hashkey); if ( defined $cached_answer ) { if ( $cached_answer == 1 ) { return (1); } elsif ( $cached_answer == -1 ) { - return (0); + return (undef); } } + my $hitcount = $self->_HasRight( %args ); + + $_ACL_CACHE->set( $hashkey => $hitcount? 1:-1 ); + return ($hitcount); +} + +sub _HasRight +{ + my $self = shift; + my %args = ( + Right => undef, + Object => undef, + EquivObjects => [], + @_ + ); + my ( $or_look_at_object_rights, $or_check_roles ); my $right = $args{'Right'}; + my @objects = @{ $args{'EquivObjects'} }; - # {{{ Construct Right Match - # If an object is defined, we want to look at rights for that object - my @look_at_objects; - push( @look_at_objects, "ACL.ObjectType = 'RT::System'" ) + push( @objects, 'RT::System' ) unless $self->can('_IsOverrideGlobalACL') and $self->_IsOverrideGlobalACL( $args{Object} ); - foreach my $obj ( @{ $args{'EquivObjects'} } ) { - next unless ( UNIVERSAL::can( $obj, 'id' ) ); - my $type = ref($obj); - my $id = $obj->id; + my ($check_roles, $check_objects) = ('',''); + if( @objects ) { + my @role_clauses; + my @object_clauses; + foreach my $obj ( @objects ) { + my $type = ref($obj)? ref($obj): $obj; + my $id; + $id = $obj->id if ref($obj) && UNIVERSAL::can($obj, 'id') && $obj->id; - unless ($id) { - use Carp; - Carp::cluck( - "Trying to check $type rights for an unspecified $type"); - $RT::Logger->crit( - "Trying to check $type rights for an unspecified $type"); + my $role_clause = "Groups.Domain = '$type-Role'"; + # XXX: Groups.Instance is VARCHAR in DB, we should quote value + # if we want mysql 4.0 use indexes here. we MUST convert that + # field to integer and drop this quotes. + $role_clause .= " AND Groups.Instance = '$id'" if $id; + push @role_clauses, "($role_clause)"; + + my $object_clause = "ACL.ObjectType = '$type'"; + $object_clause .= " AND ACL.ObjectId = $id" if $id; + push @object_clauses, "($object_clause)"; } - push @look_at_objects, - "(ACL.ObjectType = '$type' AND ACL.ObjectId = '$id')"; + + $check_roles .= join ' OR ', @role_clauses; + $check_objects = join ' OR ', @object_clauses; } - # }}} - - # {{{ Build that honkin-big SQL query - my $query_base = "SELECT ACL.id from ACL, Groups, Principals, CachedGroupMembers WHERE " . # Only find superuser or rights with the name $right - "(ACL.RightName = 'SuperUser' OR ACL.RightName = '$right') " . + "(ACL.RightName = 'SuperUser' OR ACL.RightName = '$right') " # Never find disabled groups. - "AND Principals.Disabled = 0 " - . "AND CachedGroupMembers.Disabled = 0 " + . "AND Principals.Disabled = 0 " + . "AND CachedGroupMembers.Disabled = 0 " + + # We always grant rights to Groups . "AND Principals.id = Groups.id " - . # We always grant rights to Groups + . "AND Principals.PrincipalType = 'Group' " -# See if the principal is a member of the group recursively or _is the rightholder_ -# never find recursively disabled group members -# also, check to see if the right is being granted _directly_ to this principal, -# as is the case when we want to look up group rights -"AND Principals.id = CachedGroupMembers.GroupId AND CachedGroupMembers.MemberId = '" - . $self->Id . "' " - . + # See if the principal is a member of the group recursively or _is the rightholder_ + # never find recursively disabled group members + # also, check to see if the right is being granted _directly_ to this principal, + # as is the case when we want to look up group rights + . "AND Principals.id = CachedGroupMembers.GroupId " + . "AND CachedGroupMembers.MemberId = ". $self->Id ." " - # Make sure the rights apply to the entire system or to the object in question - "AND ( " . join( ' OR ', @look_at_objects ) . ") "; + # Make sure the rights apply to the entire system or to the object in question + . "AND ($check_objects) "; -# The groups query does the query based on group membership and individual user rights + # The groups query does the query based on group membership and individual user rights + my $groups_query = $query_base + # limit the result set to groups of types ACLEquivalence (user), + # UserDefined, SystemInternal and Personal. All this we do + # via (ACL.PrincipalType = 'Group') condition + . "AND ACL.PrincipalId = Principals.id " + . "AND ACL.PrincipalType = 'Group' "; - my $groups_query = $query_base . + $self->_Handle->ApplyLimits( \$groups_query, 1 ); #only return one result + my $hitcount = $self->_Handle->FetchResult($groups_query); + return 1 if $hitcount; # get out of here if success -# limit the result set to groups of types ACLEquivalence (user) UserDefined, SystemInternal and Personal -"AND ( ( ACL.PrincipalId = Principals.id AND ACL.PrincipalType = 'Group' AND " - . "(Groups.Domain = 'SystemInternal' OR Groups.Domain = 'UserDefined' OR Groups.Domain = 'ACLEquivalence' OR Groups.Domain = 'Personal'))" - . - - " ) "; - $self->_Handle->ApplyLimits( \$groups_query, 1 ); #only return one result - - my @roles; - foreach my $object ( @{ $args{'EquivObjects'} } ) { - push( @roles, $self->_RolesForObject( ref($object), $object->id ) ); - } - # The roles query does the query based on roles - my $roles_query; - if (@roles) { - $roles_query = - $query_base . "AND " . " ( (" - . join( ' OR ', @roles ) . " ) " - . " AND Groups.Type = ACL.PrincipalType AND Groups.Id = Principals.id AND Principals.PrincipalType = 'Group') "; - $self->_Handle->ApplyLimits( \$roles_query, 1 ); #only return one result + my $roles_query = $query_base + . "AND ACL.PrincipalType = Groups.Type " + . "AND ($check_roles) "; + $self->_Handle->ApplyLimits( \$roles_query, 1 ); #only return one result - } - - # }}} - - # {{{ Actually check the ACL by performing an SQL query - # $RT::Logger->debug("Now Trying $groups_query"); - my $hitcount = $self->_Handle->FetchResult($groups_query); - - # }}} - - # {{{ if there's a match, the right is granted - if ($hitcount) { - $_ACL_CACHE->set( $hashkey => 1 ); - return (1); - } - - # Now check the roles query $hitcount = $self->_Handle->FetchResult($roles_query); + return 1 if $hitcount; # get out of here if success - if ($hitcount) { - $_ACL_CACHE->set( $hashkey => 1 ); - return (1); - } - - # We failed to find an acl hit - $_ACL_CACHE->set( $hashkey => -1 ); - return (undef); + return 0; } # }}} -# {{{ _RolesForObject - - - -=head2 _RolesForObject( $object_type, $object_id) - -Returns an SQL clause finding role groups for Objects - -=cut - - -sub _RolesForObject { - my $self = shift; - my $type = shift; - my $id = shift; - - unless ($id) { - $id = '0'; - } - - # This should never be true. - unless ($id =~ /^\d+$/) { - $RT::Logger->crit("RT::Prinicipal::_RolesForObject called with type $type and a non-integer id: '$id'"); - $id = "'$id'"; - } - - my $clause = "(Groups.Domain = '".$type."-Role' AND Groups.Instance = $id) "; - - return($clause); -} - # }}} -# }}} - # {{{ ACL caching @@ -578,6 +532,8 @@ # just return the value for non-objects return $scalar unless UNIVERSAL::can($scalar, 'id'); + return ref($scalar) unless $scalar->id; + # an object -- return the class and id return(ref($scalar)."-". $scalar->id); } === lib/RT/Users_Overlay.pm ================================================================== --- lib/RT/Users_Overlay.pm (revision 1155) +++ lib/RT/Users_Overlay.pm (local) @@ -144,7 +144,7 @@ sub LimitToEnabled { my $self = shift; - $self->Limit( ALIAS => $self->{'princalias'}, + $self->Limit( ALIAS => $self->PrincipalsAlias, FIELD => 'Disabled', VALUE => '0', OPERATOR => '=' ); @@ -187,7 +187,7 @@ my $groupalias = $self->NewAlias('CachedGroupMembers'); # Join the principal to the groups table - $self->Join( ALIAS1 => $self->{'princalias'}, + $self->Join( ALIAS1 => $self->PrincipalsAlias, FIELD1 => 'id', ALIAS2 => $groupalias, FIELD2 => 'MemberId' ); @@ -288,69 +288,72 @@ =end testing - find all users who the right Right for this group, either individually or as members of groups - If passed a queue object, with no id, it will find users who have that right for _any_ queue - - =cut -sub WhoHaveRight { +sub _JoinGroupMembers +{ my $self = shift; my %args = ( - Right => undef, - Object => undef, - IncludeSystemRights => undef, - IncludeSuperusers => undef, IncludeSubgroupMembers => 1, - EquivObjects => [ ], @_ ); - if ( defined $args{'ObjectType'} || defined $args{'ObjectId'} ) { - $RT::Logger->crit( "$self WhoHaveRight called with the Obsolete ObjectId/ObjectType API"); - return (undef); - } - + my $principals = $self->PrincipalsAlias; - # Find only members of groups that have the right. - - my $acl = $self->NewAlias('ACL'); - my $groups = $self->NewAlias('Groups'); - my $userprinc = $self->{'princalias'}; - -# The cachedgroupmembers table is used for unrolling group memberships to allow fast lookups -# if we bind to CachedGroupMembers, we'll find all members of groups recursively. -# if we don't we'll find only 'direct' members of the group in question - my $cgm; - + # The cachedgroupmembers table is used for unrolling group memberships + # to allow fast lookups. if we bind to CachedGroupMembers, we'll find + # all members of groups recursively. if we don't we'll find only 'direct' + # members of the group in question + my $group_members; if ( $args{'IncludeSubgroupMembers'} ) { - $cgm = $self->NewAlias('CachedGroupMembers'); + $group_members = $self->NewAlias('CachedGroupMembers'); } else { - $cgm = $self->NewAlias('GroupMembers'); + $group_members = $self->NewAlias('GroupMembers'); } -#Tie the users we're returning ($userprinc) to the groups that have rights granted to them ($groupprinc) $self->Join( - ALIAS1 => $cgm, + ALIAS1 => $group_members, FIELD1 => 'MemberId', - ALIAS2 => $userprinc, + ALIAS2 => $principals, FIELD2 => 'id' ); + return $group_members; +} + +sub _JoinGroups +{ + my $self = shift; + my %args = (@_); + + my $group_members = $self->_JoinGroupMembers( %args ); + my $groups = $self->NewAlias('Groups'); $self->Join( ALIAS1 => $groups, FIELD1 => 'id', - ALIAS2 => $cgm, + ALIAS2 => $group_members, FIELD2 => 'GroupId' ); -# {{{ Find only rows where the right granted is the one we're looking up or _possibly_ superuser + return $groups; +} + +sub _JoinACL +{ + my $self = shift; + my %args = ( + Right => undef, + IncludeSuperusers => undef, + @_, + ); + + my $acl = $self->NewAlias('ACL'); $self->Limit( ALIAS => $acl, FIELD => 'RightName', @@ -358,7 +361,6 @@ VALUE => $args{Right} || 'NULL', ENTRYAGGREGATOR => 'OR' ); - if ( $args{'IncludeSuperusers'} and $args{'Right'} ) { $self->Limit( ALIAS => $acl, @@ -368,61 +370,204 @@ ENTRYAGGREGATOR => 'OR' ); } + return $acl; +} - # }}} +sub _GetEquivObjects +{ + my $self = shift; + my %args = ( + Object => undef, + IncludeSystemRights => undef, + EquivObjects => [ ], + @_ + ); + return () unless $args{'Object'}; - my ( $or_check_ticket_roles, $or_check_roles ); - my $which_object = "$acl.ObjectType = 'RT::System'"; + my @objects = ($args{'Object'}); + if ( UNIVERSAL::isa( $args{'Object'}, 'RT::Ticket' ) ) { + # If we're looking at ticket rights, we also want to look at the associated queue rights. + # this is a little bit hacky, but basically, now that we've done the ticket roles magic, + # we load the queue object and ask all the rest of our questions about the queue. - if ( defined $args{'Object'} ) { - if ( ref( $args{'Object'} ) eq 'RT::Ticket' ) { - $or_check_ticket_roles = " OR ( $groups.Domain = 'RT::Ticket-Role' AND $groups.Instance = " . $args{'Object'}->Id . ") "; + # XXX: This should be abstracted into object itself + if( $args{'Object'}->id ) { + push @objects, $args{'Object'}->QueueObj; + } else { + push @objects, 'RT::Queue'; + } + } -# If we're looking at ticket rights, we also want to look at the associated queue rights. -# this is a little bit hacky, but basically, now that we've done the ticket roles magic, -# we load the queue object and ask all the rest of our questions about the queue. - $args{'Object'} = $args{'Object'}->QueueObj; + if( $args{'IncludeSystemRights'} ) { + push @objects, 'RT::System'; + } + push @objects, @{ $args{'EquivObjects'} }; + return grep $_, @objects; +} + +sub WhoHaveRight { + my $self = shift; + my %args = ( + Right => undef, + Object => undef, + IncludeSystemRights => undef, + IncludeSuperusers => undef, + IncludeSubgroupMembers => 1, + EquivObjects => [ ], + @_ + ); + + if ( defined $args{'ObjectType'} || defined $args{'ObjectId'} ) { + $RT::Logger->crit( "WhoHaveRight called with the Obsolete ObjectId/ObjectType API"); + return (undef); + } + + my $from_role = $self->Clone; + $from_role->WhoHaveRoleRight( %args ); + + my $from_group = $self->Clone; + $from_group->WhoHaveGroupRight( %args ); + + #XXX: DIRTY HACK + use DBIx::SearchBuilder::Union; + my $union = new DBIx::SearchBuilder::Union; + $union->add($from_role); + $union->add($from_group); + %$self = %$union; + bless $self, ref($union); + + return; +} +# }}} + +sub WhoHaveRoleRight +{ + my $self = shift; + my %args = ( + Right => undef, + Object => undef, + IncludeSystemRights => undef, + IncludeSuperusers => undef, + IncludeSubgroupMembers => 1, + EquivObjects => [ ], + @_ + ); + + my $groups = $self->_JoinGroups( %args ); + my $acl = $self->_JoinACL( %args ); + + my ($check_roles, $check_objects) = ('',''); + + my @objects = $self->_GetEquivObjects( %args ); + if ( @objects ) { + my @role_clauses; + my @object_clauses; + foreach my $obj ( @objects ) { + my $type = ref($obj)? ref($obj): $obj; + my $id; + $id = $obj->id if ref($obj) && UNIVERSAL::can($obj, 'id') && $obj->id; + + my $role_clause = "$groups.Domain = '$type-Role'"; + # XXX: Groups.Instance is VARCHAR in DB, we should quote value + # if we want mysql 4.0 use indexes here. we MUST convert that + # field to integer and drop this quotes. + $role_clause .= " AND $groups.Instance = '$id'" if $id; + push @role_clauses, "($role_clause)"; + + my $object_clause = "$acl.ObjectType = '$type'"; + $object_clause .= " AND $acl.ObjectId = $id" if $id; + push @object_clauses, "($object_clause)"; } - # TODO XXX This really wants some refactoring - if ( ref( $args{'Object'} ) eq 'RT::Queue' ) { - $or_check_roles = " OR ( ( ($groups.Domain = 'RT::Queue-Role' "; - $or_check_roles .= "AND $groups.Instance = " . $args{'Object'}->id if ( $args{'Object'}->id ); - $or_check_roles .= ") $or_check_ticket_roles ) " . " AND $groups.Type = $acl.PrincipalType) "; + $check_roles .= join ' OR ', @role_clauses; + $check_objects = join ' OR ', @object_clauses; + } else { + if( !$args{'IncludeSystemRights'} ) { + $check_objects = "($acl.ObjectType != 'RT::System')"; } - if ( $args{'IncludeSystemRights'} ) { - $which_object .= ' OR '; + } + + $self->_AddSubClause( "WhichObject", "($check_objects)" ); + + $self->_AddSubClause( "WhichRole", "($check_roles)" ); + $self->Limit( ALIAS => $acl, + FIELD => 'PrincipalType', + VALUE => "$groups.Type", + QUOTEVALUE => 0, + ); + + # no system user + $self->Limit( ALIAS => $self->PrincipalsAlias, + FIELD => 'id', + OPERATOR => '!=', + VALUE => $RT::SystemUser->id + ); + return; +} + +sub WhoHaveGroupRight +{ + my $self = shift; + my %args = ( + Right => undef, + Object => undef, + IncludeSystemRights => undef, + IncludeSuperusers => undef, + IncludeSubgroupMembers => 1, + EquivObjects => [ ], + @_ + ); + + # Find only members of groups that have the right. + my $groups = $self->_JoinGroups( %args ); + + # Find only rows where the right granted is + # the one we're looking up or _possibly_ superuser + my $acl = $self->_JoinACL( %args ); + + my ($check_objects) = (''); + my @objects = $self->_GetEquivObjects( %args ); + + if ( @objects ) { + my @object_clauses; + foreach my $obj ( @objects ) { + my $type = ref($obj)? ref($obj): $obj; + my $id; + $id = $obj->id if ref($obj) && UNIVERSAL::can($obj, 'id') && $obj->id; + + my $object_clause = "$acl.ObjectType = '$type'"; + $object_clause .= " AND $acl.ObjectId = $id" if $id; + push @object_clauses, "($object_clause)"; } - else { - $which_object = ''; + + $check_objects = join ' OR ', @object_clauses; + } else { + if( !$args{'IncludeSystemRights'} ) { + $check_objects = "($acl.ObjectType != 'RT::System')"; } - foreach my $obj ( @{ $args{'EquivObjects'} } ) { - $which_object .= "($acl.ObjectType = '" . ref( $obj ) . "' AND $acl.ObjectId = " . $obj->id . ") OR "; - } - $which_object .= " ($acl.ObjectType = '" . ref( $args{'Object'} ) . "'"; - if ( $args{'Object'}->id ) { - $which_object .= " AND $acl.ObjectId = " . $args{'Object'}->id; - } - - $which_object .= ") "; } - $self->_AddSubClause( "WhichObject", "($which_object)" ); - $self->_AddSubClause( - "WhichGroup", - qq{ ( ( $acl.PrincipalId = $groups.id AND $acl.PrincipalType = 'Group' - AND ( $groups.Domain = 'SystemInternal' OR $groups.Domain = 'UserDefined' OR $groups.Domain = 'ACLEquivalence')) - $or_check_roles) } - ); - # only include regular RT users - $self->LimitToEnabled; + $self->_AddSubClause( "WhichObject", "($check_objects)" ); + $self->Limit( ALIAS => $acl, + FIELD => 'PrincipalId', + VALUE => "$groups.id", + QUOTEVALUE => 0, + ); + $self->Limit( ALIAS => $acl, + FIELD => 'PrincipalType', + VALUE => 'Group', + ); + # no system user - $self->Limit( ALIAS => $userprinc, FIELD => 'id', OPERATOR => '!=', VALUE => $RT::SystemUser->id); - + $self->Limit( ALIAS => $self->PrincipalsAlias, + FIELD => 'id', + OPERATOR => '!=', + VALUE => $RT::SystemUser->id + ); + return; } -# }}} -# {{{ WhoBelongToGroups +# {{{ WhoBelongToGroups =head2 WhoBelongToGroups { Groups => ARRAYREF, IncludeSubgroupMembers => 1 } @@ -434,31 +579,19 @@ IncludeSubgroupMembers => 1, @_ ); - # Unprivileged users can't be granted real system rights. + # Unprivileged users can't be granted real system rights. # is this really the right thing to be saying? $self->LimitToPrivileged(); - my $userprinc = $self->{'princalias'}; - my $cgm; + my $group_members = $self->_JoinGroupMembers( %args ); - # The cachedgroupmembers table is used for unrolling group memberships to allow fast lookups - # if we bind to CachedGroupMembers, we'll find all members of groups recursively. - # if we don't we'll find only 'direct' members of the group in question - - if ( $args{'IncludeSubgroupMembers'} ) { - $cgm = $self->NewAlias('CachedGroupMembers'); - } - else { - $cgm = $self->NewAlias('GroupMembers'); - } - - #Tie the users we're returning ($userprinc) to the groups that have rights granted to them ($groupprinc) - $self->Join( ALIAS1 => $cgm, FIELD1 => 'MemberId', - ALIAS2 => $userprinc, FIELD2 => 'id' ); - foreach my $groupid (@{$args{'Groups'}}) { - $self->Limit(ALIAS => $cgm, FIELD => 'GroupId', VALUE => $groupid, QUOTEVALUE => 0, ENTRYAGGREGATOR=> 'OR') - + $self->Limit( ALIAS => $group_members, + FIELD => 'GroupId', + VALUE => $groupid, + QUOTEVALUE => 0, + ENTRYAGGREGATOR => 'OR', + ); } } # }}} -------------- next part -------------- === ./SearchBuilder.pm ================================================================== --- ./SearchBuilder.pm (revision 2625) +++ ./SearchBuilder.pm (local) @@ -149,7 +149,35 @@ #we have no limit statements. DoSearch won't work. $self->_isLimited(0); +} +=head2 Clone + +Returns copy of the current object with all search restrictions. + +=cut + +sub Clone +{ + use Clone qw(); + my $self = shift; + + my $obj = bless {}, ref($self); + %$obj = %$self; + + delete $obj->{$_} for qw( + items + ); + $obj->{'must_redo_search'} = 1; + $obj->{'itemscount'} = 0; + + $obj->{$_} = Clone::clone($obj->{$_}) for qw( + aliases + left_joins + subclauses + restrictions + ); + return $obj; } From AHKAPLAN at PARTNERS.ORG Fri Oct 28 09:04:14 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Fri, 28 Oct 2005 09:04:14 -0400 Subject: [SPAM?] [rt-users] Backup Procedure Message-ID: <9C63A4713C4E3342B90428CE44806A73EC386C@PHSXMB5.partners.org> Hi Keith -- 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? -----Original Message----- From: Keith Edmunds [mailto:keith at midnighthax.com] Sent: Thursday, October 27, 2005 3:20 PM To: Kaplan, Andrew H. Cc: rt-users at lists.bestpractical.com Subject: Re: [SPAM?] [rt-users] Backup Procedure Kaplan, Andrew H. wrote: > I know the mysqldump utility is an option to use when backing up the > database. My question is, should I use mysqldump in addition to the above > procedure or is what I am doing now sufficient? Thanks. Personally I would use mysqldump /instead/ of what you are doing now. Many reasons, including the removal of the requirement to restore the database to the exact same version, patchlevel, etc, of MySQL, and the fact that if there are any kind of problems with the restore, mysqldump gives you an ASCII file to rebuild the data from - much more flexible than a binary file. Keith From rfh at pipex.net Fri Oct 28 09:05:11 2005 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 28 Oct 2005 14:05:11 +0100 Subject: [rt-users] Resolving tickets from a particular address In-Reply-To: <48FDC12228CB0046BFAC7F2A77A36FE009DD33@menats02.cpigroup.com.au> References: <48FDC12228CB0046BFAC7F2A77A36FE009DD33@menats02.cpigroup.com.au> Message-ID: <43622207.3000600@pipex.net> I am curious to what you are trying to do , because there might be an easier way, if you are in control of the original request sent (I assume them to be automated messages ), then get them created in a seperate queue (create new mail alias => point to different queue), then create a scrip on that new queue where on create you resolve ..(does not make sense but seen worse) Roy Ben Brown wrote: >I need some advice - I need to figure out how to resolve all requests >sent from a certain email address as soon as they arrive. > > > >Any ideas? > > > >Thanks, > > > >Ben Brown > >CPI Group > > > > >------------------------------------------------------------------------ > >_______________________________________________ >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 klimkin at falkag.com Fri Oct 28 09:13:25 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Fri, 28 Oct 2005 17:13:25 +0400 Subject: [SPAM?] [rt-users] Backup Procedure In-Reply-To: <9C63A4713C4E3342B90428CE44806A73EC386C@PHSXMB5.partners.org> References: <9C63A4713C4E3342B90428CE44806A73EC386C@PHSXMB5.partners.org> Message-ID: <436223F5.7060909@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 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. IMHO, "--single-transaction" should be enough, so steps 1 and 4 can be skipped. Also, check default-charset options, I have troubles with binary file attachments in backups until set it to "binary". I am also using gzip -9 on result file and scp to backupserver. 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 iD8DBQFDYiP02ce6OqXQ52QRAt5fAJ98UI9SRRmnkFZIvV0auKIRou0SbwCfSyPv Sx9gJj/bGwky0iSJF1Y/V9k= =EBXp -----END PGP SIGNATURE----- From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 28 09:31:00 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 28 Oct 2005 09:31:00 -0400 Subject: [SPAM?] [rt-users] Backup Procedure In-Reply-To: <9C63A4713C4E3342B90428CE44806A73EC386C@PHSXMB5.partners.org> References: <9C63A4713C4E3342B90428CE44806A73EC386C@PHSXMB5.partners.org> Message-ID: <43622814.8020604@ucrwcu.rwc.uc.edu> It has been my experience that I can build a new box and resolve the dependencies with CPAN faster than I can spool from tape. I keep ASCII backups from the first, fifteenth, and last day of each month, as well as the entire current and one previous months. scp them off to one or more other servers, and good to go. Less space to backup, and no tape spooling makes me happy. DB Kaplan, Andrew H. wrote: > Hi Keith -- > > 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? > > > -----Original Message----- > From: Keith Edmunds [mailto:keith at midnighthax.com] > Sent: Thursday, October 27, 2005 3:20 PM > To: Kaplan, Andrew H. > Cc: rt-users at lists.bestpractical.com > Subject: Re: [SPAM?] [rt-users] Backup Procedure > > Kaplan, Andrew H. wrote: > >> I know the mysqldump utility is an option to use when backing up the >> database. My question is, should I use mysqldump in addition to the above >> procedure or is what I am doing now sufficient? Thanks. >> > > Personally I would use mysqldump /instead/ of what you are doing now. > Many reasons, including the removal of the requirement to restore the > database to the exact same version, patchlevel, etc, of MySQL, and the > fact that if there are any kind of problems with the restore, mysqldump > gives you an ASCII file to rebuild the data from - much more flexible > than a binary file. > > Keith > _______________________________________________ > 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 rt-lists at ieinternet.com Fri Oct 28 09:32:27 2005 From: rt-lists at ieinternet.com (Ken O'Driscoll) Date: Fri, 28 Oct 2005 14:32:27 +0100 Subject: [rt-users] Resolving tickets from a particular address In-Reply-To: <48FDC12228CB0046BFAC7F2A77A36FE009DD33@menats02.cpigroup.com.au> References: <48FDC12228CB0046BFAC7F2A77A36FE009DD33@menats02.cpigroup.com.au> Message-ID: <1130506346.3257.18.camel@turing> On Fri, 2005-10-28 at 08:04, Ben Brown wrote: > I need some advice ? I need to figure out how to resolve all requests > sent from a certain email address as soon as they arrive. > [...snip...] Hi Ben, You can do this with a scrip. There's a wiki article floating around about how to manage Nagios server failure notification emails. It has some code about resolving tickets based on conditions. - Ken. -- This email has passed through an IE Internet MailWall gateway and has been screened for known viruses, potential viruses and malicious code. IE Internet.com MailWall (http://ieinternet.com/mailwall/) -- From stevensc at nsuok.edu Fri Oct 28 10:50:49 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Fri, 28 Oct 2005 09:50:49 -0500 Subject: [rt-users] setting up fields & sorting custom fields Message-ID: <43623AC9.7090509@nsuok.edu> Hi: I have a couple of issues that I could use advice on. -- I am able to create custom fields on my ticket. I do not see how it is possible to get the values in the custom fields. It should show up in other locations (such as viewing ticket, location in presumably the tickets table. Any pointers to helpful information is greatly appreciated. -- Arranging the forms on the ticket page. It is unclear to me how to go about fixing the layout of the custom fields. There are certain groupings I would like to maintain betwee particular fields. But rt just puts them where it likes. Is there some editing I could do that would give me control over the layout? Thanks for the help! -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From jfenal at gmail.com Fri Oct 28 11:23:09 2005 From: jfenal at gmail.com (=?ISO-8859-1?Q?J=E9r=F4me_Fenal?=) Date: Fri, 28 Oct 2005 17:23:09 +0200 Subject: [rt-users] Multiple "sibling" approvals (not cascaded) Message-ID: <40a14bc10510280823q14340cbcs@mail.gmail.com> Dear RT users, I'm currently thinking about setting up approvals for change management. This will be on a new queue, and all approvers will AdminCC on this queue (in a "Change" group). As I read RT Essentials (really nice book), it seems that approvals may be : - given by a single mail address, so a single person, - only cascaded (one approval activates the next one). For my needs, I look forward to "siblings approvals". The change request should be approved by all the Change group members, no matter the order is. Once all group members have approved, the ticket will be approved. As a group member disapproves, and rejects the request, then the change should either rejected (or postponed). My question is really simple : can RT manage this type of approvals ? Can I give as Owner to the request a group rather than a mail address ? I have not yet done my homework (set up any test environment, but will do that next week if I manage to get some free time), just looking for feasibility for now. Regards, J. -- J?r?me Fenal - jfenal AT gmail.com - http://fenal.org/ Paris.pm - http://paris.mongueurs.net/ From stevensc at nsuok.edu Fri Oct 28 12:36:32 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Fri, 28 Oct 2005 11:36:32 -0500 Subject: [rt-users] setting up fields & sorting custom fields In-Reply-To: <43623AC9.7090509@nsuok.edu> References: <43623AC9.7090509@nsuok.edu> Message-ID: <43625390.1070009@nsuok.edu> I have the solution to my first issue. I was missing the OBJECTCUSTOMFIELDVALUES table. I create the table as specified in the schema.Oracle, and now it saves it's data. I am still puzzled about getting control of the layout of the various custom fields. Thanks. Craig Stevenson wrote: > Hi: > > I have a couple of issues that I could use advice on. > > -- I am able to create custom fields on my ticket. I do not see how it > is possible to get the values in the custom fields. It should show up > in other locations (such as viewing ticket, location in presumably the > tickets table. > > Any pointers to helpful information is greatly appreciated. > > -- Arranging the forms on the ticket page. It is unclear to me how to > go about fixing the layout of the custom fields. There are certain > groupings I would like to maintain betwee particular fields. But rt > just puts them where it likes. > Is there some editing I could do that would give me control over the > layout? > > Thanks for the help! > -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From jritchie at bible.edu Fri Oct 28 12:50:13 2005 From: jritchie at bible.edu (Ritchie, Josiah S.) Date: Fri, 28 Oct 2005 12:50:13 -0400 Subject: [rt-users] Gentoo Install - No rc file Message-ID: <6EB812DA48A19740BE7CD3BC07C792FA931868@rebekah.bible.edu> I installed RT on Gentoo. The /etc/init.d/rt file doesn't exist. If that is all, no big deal. Can anyone tell me how to start up the program without this file. I poked around a bit, but didn't come up with much. Thanks, JSR/ -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Fri Oct 28 13:05:26 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 28 Oct 2005 13:05:26 -0400 Subject: [rt-users] Gentoo Install - No rc file In-Reply-To: <6EB812DA48A19740BE7CD3BC07C792FA931868@rebekah.bible.edu> References: <6EB812DA48A19740BE7CD3BC07C792FA931868@rebekah.bible.edu> Message-ID: <43625A56.3050908@ucrwcu.rwc.uc.edu> Be sure to check out the RT Wiki at http://wiki.bestpractical.com Ritchie, Josiah S. wrote: > > I installed RT on Gentoo. The /etc/init.d/rt file doesn?t exist. If > that is all, no big deal. Can anyone tell me how to start up the > program without this file. I poked around a bit, but didn?t come up > with much. > > Thanks, > > JSR/ > > ------------------------------------------------------------------------ > > _______________________________________________ > 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 jritchie at bible.edu Fri Oct 28 14:27:21 2005 From: jritchie at bible.edu (Ritchie, Josiah S.) Date: Fri, 28 Oct 2005 14:27:21 -0400 Subject: [rt-users] Gentoo Install - No rc file Message-ID: <6EB812DA48A19740BE7CD3BC07C792FA9318BF@rebekah.bible.edu> Been there and in fact that's how I knew to expect the file to exist. I checked a second time and gathered something, but it seems wrong. I gather that it simply starts mason_handler.fcgi (I'm using FastCGI) with a few options. When I run it by hand, even with 'su rt -c' + the options it simply quits. Looking at my apache error log, when I've tried to view the site, it reports that mason_handler.fcgi "has failed to remain running" and a bit later "comm. With server mason_handler.fcgi aborted" immediately followed by "incomplete headers (0 bytes) received from". Does that indicate that it has started? JSR/ -----Original Message----- Be sure to check out the RT Wiki at http://wiki.bestpractical.com Ritchie, Josiah S. wrote: > > I installed RT on Gentoo. The /etc/init.d/rt file doesn't exist. If > that is all, no big deal. Can anyone tell me how to start up the > program without this file. I poked around a bit, but didn't come up > with much. From todd at chaka.net Fri Oct 28 14:11:02 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 28 Oct 2005 14:11:02 -0400 Subject: [rt-users] Multiple "sibling" approvals (not cascaded) In-Reply-To: <40a14bc10510280823q14340cbcs@mail.gmail.com> References: <40a14bc10510280823q14340cbcs@mail.gmail.com> Message-ID: <20051028181102.GP995@chaka.net> On Fri, Oct 28, 2005 at 05:23:09PM +0200, J?r?me Fenal wrote: > Dear RT users, > > I'm currently thinking about setting up approvals for change management. > This will be on a new queue, and all approvers will AdminCC on this > queue (in a "Change" group). > > As I read RT Essentials (really nice book), it seems that approvals may be : > - given by a single mail address, so a single person, > - only cascaded (one approval activates the next one). > > For my needs, I look forward to "siblings approvals". > The change request should be approved by all the Change group members, > no matter the order is. Once all group members have approved, the > ticket will be approved. > As a group member disapproves, and rejects the request, then the > change should either rejected (or postponed). > > My question is really simple : can RT manage this type of approvals ? > Can I give as Owner to the request a group rather than a mail address ? > > I have not yet done my homework (set up any test environment, but will > do that next week if I manage to get some free time), just looking for > feasibility for now. > What you want can be done. It would probably work something like this: 1. Create change ticket or add AdminCc to change ticket 2. For each AdminCc user create an approval ticket that the change ticket depends on. 3. As each approval is approved (resolved) or rejected, run a scrip that: 3a. Recjects the change if any approval ticket is rejected, or 3b. Resolves the change if all the approvals are resolved. -Todd From marcio.pessoa at gmail.com Fri Oct 28 15:15:41 2005 From: marcio.pessoa at gmail.com (=?ISO-8859-1?Q?M=E1rcio_de_Sousa_Pessoa?=) Date: Fri, 28 Oct 2005 17:15:41 -0200 Subject: [rt-users] I can't login on RT for the first time Message-ID: 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". We use the folow document to install RT on Fedora Core 4: http://wiki.bestpractical.com/index.cgi?FedoraCore4InstallGuide I probe for some errors on logs, and I found this on /var/log/httpd/error_log: [Fri Oct 28 19:01:42 2005] [error]: FAILED LOGIN for usuario from xxx.xxx.xxx.xxx (/usr/local/rt3/share/html/autohandler:209) [Fri Oct 28 19:01:43 2005] [err]: Couldn't load from the users database. (/usr/local/rt3/lib/RT/CurrentUser.pm:146) The build file sugested on Install Guide is: #!/bin/sh ./configure \ --prefix=/usr/local/rt3 \ --with-web-user=apache \ --with-web-group=apache \ --with-bin-owner=nicsys \ --with-rt-group=nicsys \ --with-db-database=rt \ --with-db-rt-user=root \ --with-db-rt-pass=abc123 The apache configuration is: ... Alias /rt "/usr/local/rt3/share/html" PerlModule Apache::DBI PerlRequire /usr/local/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 What can I do to RT works fine? -- ? isso a?... M?rcio Pessoa LPIC-1 e CCNA S?o Paulo - Brasil -------------- next part -------------- An HTML attachment was scrubbed... URL: From stevensc at nsuok.edu Fri Oct 28 15:50:22 2005 From: stevensc at nsuok.edu (Craig Stevenson) Date: Fri, 28 Oct 2005 14:50:22 -0500 Subject: [rt-users] setting up fields & sorting custom fields In-Reply-To: <43625390.1070009@nsuok.edu> References: <43623AC9.7090509@nsuok.edu> <43625390.1070009@nsuok.edu> Message-ID: <436280FE.3050502@nsuok.edu> I got the other half of this problem farther down the road. I can now control the layout of custom fields by editing the OBJECTCUSTOMFIELDS, SORTORDER column with respec to the CUSTOMFIELD columng. The index in CUSTOMFIELD derived from the ID and NAME in CUSTOMFIELDS. Good news. Craig Stevenson wrote: > I have the solution to my first issue. I was missing the > OBJECTCUSTOMFIELDVALUES table. > I create the table as specified in the schema.Oracle, and now it saves > it's data. > > I am still puzzled about getting control of the layout of the various > custom fields. > > Thanks. > > Craig Stevenson wrote: > >> Hi: >> >> I have a couple of issues that I could use advice on. >> >> -- I am able to create custom fields on my ticket. I do not see how >> it is possible to get the values in the custom fields. It should >> show up in other locations (such as viewing ticket, location in >> presumably the tickets table. >> >> Any pointers to helpful information is greatly appreciated. >> >> -- Arranging the forms on the ticket page. It is unclear to me how >> to go about fixing the layout of the custom fields. There are >> certain groupings I would like to maintain betwee particular fields. >> But rt just puts them where it likes. >> Is there some editing I could do that would give me control over the >> layout? >> >> Thanks for the help! >> > > -- Craig Stevenson || stevensc at nsuok.edu | 918-456-5511x5955 || Northeastern State University || 601 N. Grand | Tahlequah, Oklahoma 74464-2399 From rtparies at gmail.com Fri Oct 28 18:27:52 2005 From: rtparies at gmail.com (Randy Paries) Date: Fri, 28 Oct 2005 17:27:52 -0500 Subject: [rt-users] creating a new RT instance from scratch Message-ID: hello, Have been running rt3.0 for some time I am now building a new box from scratch So i just got it up and running it is fedora , RT 3.4.4 and mysql We only allow email access to our customers, and our helpdesk people use the web interface. one of the things i had problems with my old 3.0, is everytime a person opened a call, it created a new user and 4 new groups. Our numbers were getting high and the performace was really suffering. So i am wondering what other people are doing. For every new call do i have to create all these groups? I have about 5000 customers Thanks for any help or insite Randy From todd at chaka.net Fri Oct 28 18:58:33 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 28 Oct 2005 18:58:33 -0400 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.01_08 Message-ID: <20051028225833.GJ896@chaka.net> 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. 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. http://search.cpan.org/CPAN/authors/id/H/HT/HTCHAPMAN/RTx-RightsMatrix-0.01_08.tgz You can also see it in action at the public Asset Tracker demo: 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 Feedback welcome. -Todd From todd at chaka.net Fri Oct 28 19:00:17 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 28 Oct 2005 19:00:17 -0400 Subject: [rt-users] creating a new RT instance from scratch In-Reply-To: References: Message-ID: <20051028230017.GQ995@chaka.net> On Fri, Oct 28, 2005 at 05:27:52PM -0500, Randy Paries wrote: > hello, > Have been running rt3.0 for some time > I am now building a new box from scratch > > So i just got it up and running > it is fedora , RT 3.4.4 and mysql > > We only allow email access to our customers, and our helpdesk people > use the web interface. > > one of the things i had problems with my old 3.0, is everytime a > person opened a call, it created a new user and 4 new groups. Our > numbers were getting high and the performace was really suffering. > > So i am wondering what other people are doing. For every new call do i > have to create all these groups? I have about 5000 customers > > Thanks for any help or insite > > Randy All those groups are part of RT's infrastucture, and the design should be such that it is not a problem. If your system is slow then you either need to tune it or get faster hardware. -Todd From venkata.kurra at thomson.com Fri Oct 28 20:21:54 2005 From: venkata.kurra at thomson.com (venkata.kurra at thomson.com) Date: Fri, 28 Oct 2005 17:21:54 -0700 Subject: [rt-users] Migration from 2.x to 3.2 Message-ID: Hi, We want to move RT to faster machine and migrate to 3.2 and Mysql database from 3.2 to 5.0 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! Thanks, Venkat -------------- next part -------------- An HTML attachment was scrubbed... URL: From corey_s at qwest.net Fri Oct 28 13:54:10 2005 From: corey_s at qwest.net (Corey) Date: Fri, 28 Oct 2005 17:54:10 +0000 Subject: [rt-users] Gentoo Install - No rc file In-Reply-To: <6EB812DA48A19740BE7CD3BC07C792FA9318BF@rebekah.bible.edu> References: <6EB812DA48A19740BE7CD3BC07C792FA9318BF@rebekah.bible.edu> Message-ID: <200510281754.10086.corey_s@qwest.net> On Friday 28 October 2005 06:27 pm, Ritchie, Josiah S. wrote: > Looking at my apache error log, when I've tried to view > the site, it reports that mason_handler.fcgi "has failed to remain > running" and a bit later "comm. With server mason_handler.fcgi aborted" > immediately followed by "incomplete headers (0 bytes) received from". I recently got RT going on gentoo myself. I did run into an issue w/ fcgi dying - turned out to be two different problems: http://forums.gentoo.org/viewtopic-t-382422.html A shot in the dark - possibly has nothing to do with your particular problem... but maybe it'll help. One thing that would help, is for you to provide the error messages you're seeing in your syslog. Are you doing this w/ virtual hosts? Are you using the webapp config? Beers, Corey From Dmitriy.Zavin at infineon.com Fri Oct 28 21:13:11 2005 From: Dmitriy.Zavin at infineon.com (Dmitriy.Zavin at infineon.com) Date: Fri, 28 Oct 2005 18:13:11 -0700 Subject: [rt-users] [PATCH] Editing transaction content over the Web interface Message-ID: > Hi, > > I got fed up with people replying to RT messages through email and > quoting the contents of the message inside every time, thus creating a > messy ticket history. So, I wrote a quick hack to allow me to edit the > contents of the "main" attachment for a transaction over the Web. It > adds an [Edit] link to each transaction in Ticket history. > > I hope this is useful to someone else. It should do a lot more > checking before allowing the user to just update the data, but it > works so far. Please don't yell at me if something blows things up for > you or if you think I did it TOTALLY wrong; it works for me ;) > However, useful, constructive feedback is always welcomed. > > Also, this includes the reverseHistoryOrder patch (I was too lazy to > remove it :) ) > > I copied the files to be modified to /usr/local/share/... and edited > them there. So the diff is between the files in /usr/local/share and > /usr/share/ > > Thanks. > > --Dima > > <> -------------- next part -------------- A non-text attachment was scrubbed... Name: edit_transaction.diff Type: application/octet-stream Size: 10842 bytes Desc: edit_transaction.diff URL: From luis at cantv.net Fri Oct 28 12:24:16 2005 From: luis at cantv.net (Luis Moreno) Date: Fri, 28 Oct 2005 12:24:16 -0400 Subject: [rt-users] Re: RT_SiteConfig and Postgres In-Reply-To: <20051028124200.2A0764D8242@diesel.bestpractical.com> Message-ID: <200510281629.j9SGTuBU006905@rs25s3.datacenter.cha.cantv.net> Alex The comment from gtalbot at centerone.com is correct, but I think is a little bit insecure, I will suggest the following: RT_Config.pm Set($DatabaseUser , 'your_rt_database_user'); Set($DatabasePassword , 'your_rt_user_database_password'); Set($DatabaseType , 'Pg') Set($DatabaseHost , 'localhost'); or Set($DatabaseHost , '127.0.0.1'); Set($DatabaseRTHost , 'localhost'); or Set($DatabaseRTHost , '127.0.0.1'); pg_hba.conf host rtx your_rt_user 127.0.0.1 255.255.255.255 md5 Where rtx is the database name of your rt database. Best regards, and hope it helps. -luis > ---------------------------------------------------------------------- > ------------------------------ > > Message: 2 > Date: Thu, 27 Oct 2005 21:10:55 -0500 > From: Alex Moore > Subject: Re: [rt-users] RT_SiteConfig and Postgres > To: rt-users at lists.bestpractical.com > Message-ID: <20051027211055.0000741e at sws602> > Content-Type: text/plain; charset=US-ASCII > > On Thu, 27 Oct 2005 02:47:01 -0600 (MDT) "Greg Talbot" > wrote: > > > I am having a hard time getting RT to connect to my > Postgres install. > > My pg_hba.conf is set to, > > local all all trust > > As I was instructed to do so for another app. > > > > My question is what do I use for, > > > > Set($DatabaseHost , ''); > > Set($DatabaseRTHost , ''); > > > > I have tried everything and I always get, [error] Connect Failed > > FATAL: no pg_hba.conf entry for host "127.0.0.1", user "rt_user", > > database "rt3", SSL off\n\n at /opt/RT//lib/RT.pm line 176\n > > > > The $DatabaseHost and $DatabaseRTHost should be correct as is. > > I would think that connecting to 'host 127.0.0.1' is not a > connection to a Unix socket, which is what 'local' means. > Try adding additional lines to pg_hba.conf like: > # IPv4 local connections: > host all all 127.0.0.1/32 trust > > Alex From robscheibel at gmail.com Sat Oct 29 15:04:41 2005 From: robscheibel at gmail.com (Rob Scheibel) Date: Sat, 29 Oct 2005 14:04:41 -0500 Subject: [rt-users] CustomField Help Needed - Willing to Pay Message-ID: I need some help with a User-based Custom-Field (not a Ticket or Transaction one). I am willing to pay through PayPal for any assistance anybody can provide, as I have proposed this question before and have not had any responses. What I have is a CustomField for Users named "DefaultQueue". I want the "SelectQueue" file in the "Elements" directory to fetch the "DefaultQueue" CustomField and then have that Queue be the "SELECTED" Queue when the drop down list is shown. Any insights or help would be greatly appreciated. What I have come up with so far is: my $CFObj = RT::CustomField->new($session{'CurrentUser'}); $CFObj->LoadByName(Name => 'DefaultQueue'); That's as far as I can get. One would think that $CFObj->Value; would work, but alas no such luck. Thanks for your time! -rob -------------- next part -------------- An HTML attachment was scrubbed... URL: From corey_s at qwest.net Sat Oct 29 13:01:40 2005 From: corey_s at qwest.net (Corey) Date: Sat, 29 Oct 2005 17:01:40 +0000 Subject: [rt-users] changing logo Message-ID: <200510291701.40168.corey_s@qwest.net> Arg. Something so simple as merely switching out the bplogo for my own logo has me completely stumped. I've tried quite a few things, including modifying the .../Elements/Header directly. The best that I seem to be able to achieve is getting the logo to show up as a broken link... Is there some sort of caching or something going on somewhere? I even went and purposefully screwed up the .../Elements/Header file, then restarted the webserver ( apache2 w/ virt-hosts and fcgi ) - but it still no change. ...? However, if I remove/rename the Header file, then I'll get an error: "error: could not find component for path '/Elements/Header'" What the heck's going on here? Many thanks! From jra at baylink.com Sat Oct 29 20:09:09 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Sat, 29 Oct 2005 20:09:09 -0400 Subject: [rt-users] changing logo In-Reply-To: <200510291701.40168.corey_s@qwest.net>; from Corey on Sat, Oct 29, 2005 at 05:01:40PM +0000 References: <200510291701.40168.corey_s@qwest.net> Message-ID: <20051029200909.B21975@cgi.jachomes.com> On Sat, Oct 29, 2005 at 05:01:40PM +0000, Corey wrote: > Arg. You forgot Grrr. :-) > Something so simple as merely switching out the bplogo for my own logo has me > completely stumped. I've tried quite a few things, including modifying > the .../Elements/Header directly. > > The best that I seem to be able to achieve is getting the logo to show up as a > broken link... > > Is there some sort of caching or something going on somewhere? Yes. At the very least, you have to shutdown and restart Apache before you'll see the change. You *might* have to manually flush the Mason cache, which entails removing all the files in /. 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 corey_s at qwest.net Sat Oct 29 13:24:41 2005 From: corey_s at qwest.net (Corey) Date: Sat, 29 Oct 2005 17:24:41 +0000 Subject: [rt-users] changing logo In-Reply-To: <200510291701.40168.corey_s@qwest.net> References: <200510291701.40168.corey_s@qwest.net> Message-ID: <200510291724.41642.corey_s@qwest.net> On Saturday 29 October 2005 05:01 pm, Corey wrote: > Arg. > > Something so simple as merely switching out the bplogo for my own logo has > me completely stumped. I've tried quite a few things, including modifying > the .../Elements/Header directly. Ok... looks like I posted too soon - sorry for the noise. Some further google'ing got me the following: http://wiki.bestpractical.com/index.cgi?ChangeLogo Worked as advertised. Thanks again, Corey From corey_s at qwest.net Sat Oct 29 13:30:42 2005 From: corey_s at qwest.net (Corey) Date: Sat, 29 Oct 2005 17:30:42 +0000 Subject: [rt-users] changing logo In-Reply-To: <20051029200909.B21975@cgi.jachomes.com> References: <200510291701.40168.corey_s@qwest.net> <20051029200909.B21975@cgi.jachomes.com> Message-ID: <200510291730.42044.corey_s@qwest.net> On Sunday 30 October 2005 12:09 am, Jay R. Ashworth wrote: > On Sat, Oct 29, 2005 at 05:01:40PM +0000, Corey wrote: > > Arg. > > You forgot Grrr. > > :-) > Heheh -- I was trying to be polite. Didn't want to get _too_ profane! (c8= > > Is there some sort of caching or something going on somewhere? > > Yes. At the very least, you have to shutdown and restart Apache before > you'll see the change. You *might* have to manually flush the Mason > cache, which entails removing all the files in /. > OK, that's good to know. I was definitely running into the the Mason cache, which was only exasperating the situation. However, the main problem turned out to be a simple case me failing to properly RTFW... Beers! Corey From todd at chaka.net Sun Oct 30 10:13:49 2005 From: todd at chaka.net (Todd Chapman) Date: Sun, 30 Oct 2005 10:13:49 -0500 Subject: [rt-users] creating a new RT instance from scratch In-Reply-To: References: <20051028230017.GQ995@chaka.net> Message-ID: <20051030151349.GR995@chaka.net> You should keep Ccing the list to get the most input. I have found mod_perl and fastcgi performance to be similar. -Todd On Sat, Oct 29, 2005 at 10:07:15AM -0500, Randy Paries wrote: > Todd > > Thanks for the reply > > So is there any doc or any suggextion that i could do before to make > the most out of the performace for 5000 customers. > > the box is a new box with the latest fedora, apache2 and mysql. > > i would assume that the db install script creates all the nessasry indexes. > > I noticed some mention of FastCGI.... Does that make a difference? > > Thanks > > > On 10/28/05, Todd Chapman wrote: > > On Fri, Oct 28, 2005 at 05:27:52PM -0500, Randy Paries wrote: > > > hello, > > > Have been running rt3.0 for some time > > > I am now building a new box from scratch > > > > > > So i just got it up and running > > > it is fedora , RT 3.4.4 and mysql > > > > > > We only allow email access to our customers, and our helpdesk people > > > use the web interface. > > > > > > one of the things i had problems with my old 3.0, is everytime a > > > person opened a call, it created a new user and 4 new groups. Our > > > numbers were getting high and the performace was really suffering. > > > > > > So i am wondering what other people are doing. For every new call do i > > > have to create all these groups? I have about 5000 customers > > > > > > Thanks for any help or insite > > > > > > Randy > > > > All those groups are part of RT's infrastucture, and the design > > should be such that it is not a problem. If your system is slow > > then you either need to tune it or get faster hardware. > > > > -Todd > > From corey_s at qwest.net Sun Oct 30 04:15:43 2005 From: corey_s at qwest.net (Corey) Date: Sun, 30 Oct 2005 09:15:43 +0000 Subject: [rt-users] attaching a wiki to RT Message-ID: <200510300915.43840.corey_s@qwest.net> Have any of you integrated a wiki into your RT instance - for general documentation purposes and/or as a sort of knowledge base for various queues and whatnot? Of course I could set up an external wiki, and use that - but I'd like to tie it in closer into RT so that our RT instance becomes somewhat of a one-stop central portal for our projects. Any suggestions/tips? Anything pre-existing that I could just sort of plug into RT? Thanks! Corey From todd at chaka.net Sun Oct 30 11:06:48 2005 From: todd at chaka.net (Todd Chapman) Date: Sun, 30 Oct 2005 11:06:48 -0500 Subject: [rt-users] attaching a wiki to RT In-Reply-To: <200510300915.43840.corey_s@qwest.net> References: <200510300915.43840.corey_s@qwest.net> Message-ID: <20051030160648.GS995@chaka.net> I have been think about the same thing. It probably wouldn't be too hard to get Kwiki installed and have an RT component that gets Kwiki to render pages in the main RT pane. On top of that it would be cool to have RT Links to the wiki entries and also allow wiki page authors be able to set page privacy to one or more RT groups... On Sun, Oct 30, 2005 at 09:15:43AM +0000, Corey wrote: > > Have any of you integrated a wiki into your RT instance - for general > documentation purposes and/or as a sort of knowledge base for various queues > and whatnot? > > Of course I could set up an external wiki, and use that - but I'd like to tie > it in closer into RT so that our RT instance becomes somewhat of a one-stop > central portal for our projects. > > Any suggestions/tips? Anything pre-existing that I could just sort of plug > into RT? > > > Thanks! > > Corey > _______________________________________________ > 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 Sun Oct 30 11:34:52 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 30 Oct 2005 11:34:52 -0500 Subject: [rt-users] attaching a wiki to RT In-Reply-To: <200510300915.43840.corey_s@qwest.net> References: <200510300915.43840.corey_s@qwest.net> Message-ID: <20051030163452.GG14262@bestpractical.com> On Sun, Oct 30, 2005 at 09:15:43AM +0000, Corey wrote: > > Have any of you integrated a wiki into your RT instance - for general > documentation purposes and/or as a sort of knowledge base for various queues > and whatnot? > > Of course I could set up an external wiki, and use that - but I'd like to tie > it in closer into RT so that our RT instance becomes somewhat of a one-stop > central portal for our projects. > > Any suggestions/tips? Anything pre-existing that I could just sort of plug > into RT? RTFM 2.1.x with WikiText fields starts to get there. It still wants more love, but it's a direction you might want to look at. > Thanks! > > Corey > _______________________________________________ > 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 lvanderf at internode.com.au Sun Oct 30 21:58:52 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Mon, 31 Oct 2005 13:28:52 +1030 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <3213551323.692209@www.chatteremail.com> References: <3213551323.692209@www.chatteremail.com> Message-ID: <4365886C.9020109@internode.com.au> Hi. Jesse Vincent wrote: >in dbix::searchbuilder > > Thanks, I'll let you know if it helped :-) Kind regards. Luke. >-----Original Message----- >From: Luke Vanderfluit >Date: Sunday, Oct 30, 2005 9:02 pm >Subject: Re: [rt-users] Huge Attachments table in 3.4.4 > >Hi. > > > > > >Jesse Vincent wrote: > Luke, > >Are you up for trying the patch we've been testing for this? If so, please see attached > > >I've added the patches from the rights.patch file to the appropriate files. That's fine. > >However I can't find the right location in the SearchBuilder.pm file to insert the code from the clone.patch file. > > > >I'm using 3.4.4, where do I insert the code from the clone.patch file? > > > >Thanks. > >Kind regards. > >Luke. > > On Fri, Oct 28, 2005 at 04:41:05PM +0930, Luke Vanderfluit wrote: > Hi. > >Ok. I'm now at the point where: >-(I'm about to fetch the axe from the shed :-) >-I've removed all indexes from the Groups table >-created the following indexes: > >create unique index groups_key on Groups(id); >create index Groups1 ON Groups (Domain, Instance, Type, id); >create index Groups2 ON Groups (Type, Instance, Domain); > >Then I did a trial run: 138 seconds to complete the query > >I created 2 more indexes > >create index Groups3 on Groups(Instance); >create index Groups4 on Groups(Type); > >Another trial run: 137 seconds. > >I created the following index: >create index Groups5 on Groups(Domain); > >144 seconds. > >The query in question is the same as on the following site and the >indexes are taken from that site. > http://rt3.fsck.com/Ticket/Display.html?id=6624 after dropping the last index I added (it seemed to only worsen the pain) I stopped and started both mysql and apache >then got 150 seconds. >hmmm..... > >So these particular indexes didn't help. > >I've used the expain select syntax to show what keys are being used in >the query, it show that I have *no* keys being used on the Users table. >I've tried several keys on the Users table but with no success. >I've documented everything so can supply you with the indexes if interested. > > >I'm sure there is an index out there that does what I want, >Any suggestions/help appreciated. > >Thanks. >Kind regards. >Luke. > > > -- Luke From Ben.Brown at CPIGroup.com.au Sun Oct 30 22:19:01 2005 From: Ben.Brown at CPIGroup.com.au (Ben Brown) Date: Mon, 31 Oct 2005 14:19:01 +1100 Subject: [rt-users] Resolving tickets from a particular address Message-ID: <48FDC12228CB0046BFAC7F2A77A36FE009DD3C@menats02.cpigroup.com.au> Unfortunately I have to deal with a program called Mailmarshal, which is a mail gateway used at my work to quarantine inbound and outbound email attachments. For example: A user at work tries to send a message with an unauthorized attachment. Mailmarshal sends an email from "mailmarshal at mywork.com.au" saying that it's been put into quarantine. The user replies to that message asking for it to be released. All email to "mailmarshal at mywork.com.au" goes to the "mailmarshal" queue in RT, which I've set myself to be AdminCC. I can then check the ticket, review the attachment and go and release it. That part is working great! However, Mailmarshal also sends system notification messages via email when other emails bounce, timeout etc. This complicates things for the following reason: Mailmarshal only lets you configure two addresses, an "Administrative To" and an "Administrative From". The "Administrative To" address is the address which Mailmarshal sends system notification messages, but all emails sent to users about their attachments come FROM this address! This was very confusing initially!! However, it works because when users write their reply it gets sent to the same address as the system notifications. This address used to be my personal address, but is now set to "mailmarshal at mywork.com.au". The "Administrative From" is where the above mentioned system notification messages appear to be sent from. It's currently set to "mailmarshal-server at mywork.com.au". So I've always been stuck with everything concerning this damn program going to the same address, but from different addresses ;) It was OK when it was directed to my personal email address; I had some rules set in Outlook to move all messages from "mailmarshal-server" to a separate folder. It would be awesome now if I could filter all tickets from "mailmarshal-server at mywork.com.au" to either be moved to a different queue or (preferably) be resolved as soon as they reach RT. I've been told that a scrip would be the best way to do this, but when I went to create one I couldn't find any suitable options in the drop-down boxes. I don't know any perl at all... so I'm stuck! All and any help would be greatly appreciated. Cheers, Ben -----Original Message----- From: Roy El-Hames [mailto:rfh at pipex.net] Sent: Friday, 28 October 2005 11:05 PM To: Ben Brown Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Resolving tickets from a particular address I am curious to what you are trying to do , because there might be an easier way, if you are in control of the original request sent (I assume them to be automated messages ), then get them created in a seperate queue (create new mail alias => point to different queue), then create a scrip on that new queue where on create you resolve ..(does not make sense but seen worse) Roy Ben Brown wrote: >I need some advice - I need to figure out how to resolve all requests >sent from a certain email address as soon as they arrive. > > > >Any ideas? > > > >Thanks, > > > >Ben Brown > >CPI Group > > > > >----------------------------------------------------------------------- - > >_______________________________________________ >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 lvanderf at internode.com.au Sun Oct 30 22:59:12 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Mon, 31 Oct 2005 14:29:12 +1030 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <3213551323.692209@www.chatteremail.com> References: <3213551323.692209@www.chatteremail.com> Message-ID: <43659690.3070203@internode.com.au> Hi Jesse. I have entered the modification into the SearchBuilder.pm file Then recompile the DBIx::SearchBuilder package. Now I get a message that Clone.pm can't be located in the @INC And the install of DBIx::SearchBuilder fails. If I install that module without the modification, then try to reload RT, it complains as well :-( I think the first way is the way but how do I fix the problem that it can't find Clone.pm. Thanks. Kind regards. Luke. Jesse Vincent wrote: >in dbix::searchbuilder >Best, >Jesse > >-----Original Message----- >From: Luke Vanderfluit >Date: Sunday, Oct 30, 2005 9:02 pm >Subject: Re: [rt-users] Huge Attachments table in 3.4.4 > >Hi. > > > > > >Jesse Vincent wrote: > Luke, > >Are you up for trying the patch we've been testing for this? If so, please see attached > > >I've added the patches from the rights.patch file to the appropriate files. That's fine. > >However I can't find the right location in the SearchBuilder.pm file to insert the code from the clone.patch file. > > > >I'm using 3.4.4, where do I insert the code from the clone.patch file? > > > >Thanks. > >Kind regards. > >Luke. > > On Fri, Oct 28, 2005 at 04:41:05PM +0930, Luke Vanderfluit wrote: > Hi. > >Ok. I'm now at the point where: >-(I'm about to fetch the axe from the shed :-) >-I've removed all indexes from the Groups table >-created the following indexes: > >create unique index groups_key on Groups(id); >create index Groups1 ON Groups (Domain, Instance, Type, id); >create index Groups2 ON Groups (Type, Instance, Domain); > >Then I did a trial run: 138 seconds to complete the query > >I created 2 more indexes > >create index Groups3 on Groups(Instance); >create index Groups4 on Groups(Type); > >Another trial run: 137 seconds. > >I created the following index: >create index Groups5 on Groups(Domain); > >144 seconds. > >The query in question is the same as on the following site and the >indexes are taken from that site. > http://rt3.fsck.com/Ticket/Display.html?id=6624 after dropping the last index I added (it seemed to only worsen the pain) I stopped and started both mysql and apache >then got 150 seconds. >hmmm..... > >So these particular indexes didn't help. > >I've used the expain select syntax to show what keys are being used in >the query, it show that I have *no* keys being used on the Users table. >I've tried several keys on the Users table but with no success. >I've documented everything so can supply you with the indexes if interested. > > >I'm sure there is an index out there that does what I want, >Any suggestions/help appreciated. > >Thanks. >Kind regards. >Luke. > > > -- Luke From jesse at bestpractical.com Sun Oct 30 23:00:35 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Sun, 30 Oct 2005 23:00:35 -0500 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <43659690.3070203@internode.com.au> References: <3213551323.692209@www.chatteremail.com> <43659690.3070203@internode.com.au> Message-ID: <20051031040035.GT14262@bestpractical.com> Try installing Clone from CPAN? On Mon, Oct 31, 2005 at 02:29:12PM +1030, Luke Vanderfluit wrote: > Hi Jesse. > > I have entered the modification into the SearchBuilder.pm file > Then recompile the DBIx::SearchBuilder package. > > Now I get a message that Clone.pm can't be located in the @INC > > And the install of DBIx::SearchBuilder fails. > > If I install that module without the modification, then try to reload > RT, it complains as well :-( > > I think the first way is the way but how do I fix the problem that it > can't find Clone.pm. > > Thanks. > Kind regards. > Luke. > > > > Jesse Vincent wrote: > > >in dbix::searchbuilder > >Best, > >Jesse > > > >-----Original Message----- > >From: Luke Vanderfluit > >Date: Sunday, Oct 30, 2005 9:02 pm > >Subject: Re: [rt-users] Huge Attachments table in 3.4.4 > > > >Hi. > > > > > > > > > > > >Jesse Vincent wrote: > > Luke, > > > >Are you up for trying the patch we've been testing for this? If so, please > >see attached > > > > > >I've added the patches from the rights.patch file to the appropriate > >files. That's fine. > > > >However I can't find the right location in the SearchBuilder.pm file to > >insert the code from the clone.patch file. > > > > > > > >I'm using 3.4.4, where do I insert the code from the clone.patch file? > > > > > > > >Thanks. > > > >Kind regards. > > > >Luke. > > > > On Fri, Oct 28, 2005 at 04:41:05PM +0930, Luke Vanderfluit wrote: > > Hi. > > > >Ok. I'm now at the point where: > >-(I'm about to fetch the axe from the shed :-) > >-I've removed all indexes from the Groups table > >-created the following indexes: > > > >create unique index groups_key on Groups(id); > >create index Groups1 ON Groups (Domain, Instance, Type, id); > >create index Groups2 ON Groups (Type, Instance, Domain); > > > >Then I did a trial run: 138 seconds to complete the query > > > >I created 2 more indexes > > > >create index Groups3 on Groups(Instance); > >create index Groups4 on Groups(Type); > > > >Another trial run: 137 seconds. > > > >I created the following index: > >create index Groups5 on Groups(Domain); > > > >144 seconds. > > > >The query in question is the same as on the following site and the > >indexes are taken from that site. > >http://rt3.fsck.com/Ticket/Display.html?id=6624 after dropping the last > >index I added (it seemed to only worsen the pain) I stopped and started > >both mysql and apache > >then got 150 seconds. > >hmmm..... > > > >So these particular indexes didn't help. > > > >I've used the expain select syntax to show what keys are being used in > >the query, it show that I have *no* keys being used on the Users table. > >I've tried several keys on the Users table but with no success. > >I've documented everything so can supply you with the indexes if > >interested. > > > > > >I'm sure there is an index out there that does what I want, > >Any suggestions/help appreciated. > > > >Thanks. > >Kind regards. > >Luke. > > > > > > > > > -- > Luke > -- From lvanderf at internode.com.au Sun Oct 30 23:12:39 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Mon, 31 Oct 2005 14:42:39 +1030 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <20051031040035.GT14262@bestpractical.com> References: <3213551323.692209@www.chatteremail.com> <43659690.3070203@internode.com.au> <20051031040035.GT14262@bestpractical.com> Message-ID: <436599B7.8090000@internode.com.au> Hi Jesse. Jesse Vincent wrote: >Try installing Clone from CPAN? > > > Duh, What's with my brain today? Guess what. An absolute improvement :-) The query is now loading in normal time, yiha! Thanks for your help, Kind regards. Luke. >On Mon, Oct 31, 2005 at 02:29:12PM +1030, Luke Vanderfluit wrote: > > >>Hi Jesse. >> >>I have entered the modification into the SearchBuilder.pm file >>Then recompile the DBIx::SearchBuilder package. >> >>Now I get a message that Clone.pm can't be located in the @INC >> >>And the install of DBIx::SearchBuilder fails. >> >>If I install that module without the modification, then try to reload >>RT, it complains as well :-( >> >>I think the first way is the way but how do I fix the problem that it >>can't find Clone.pm. >> >>Thanks. >>Kind regards. >>Luke. >> >> >> >>Jesse Vincent wrote: >> >> >> >>>in dbix::searchbuilder >>>Best, >>>Jesse >>> >>>-----Original Message----- >>>From: Luke Vanderfluit >>>Date: Sunday, Oct 30, 2005 9:02 pm >>>Subject: Re: [rt-users] Huge Attachments table in 3.4.4 >>> >>>Hi. >>> >>> >>> >>> >>> >>>Jesse Vincent wrote: >>> Luke, >>> >>>Are you up for trying the patch we've been testing for this? If so, please >>>see attached >>> >>> >>>I've added the patches from the rights.patch file to the appropriate >>>files. That's fine. >>> >>>However I can't find the right location in the SearchBuilder.pm file to >>>insert the code from the clone.patch file. >>> >>> >>> >>>I'm using 3.4.4, where do I insert the code from the clone.patch file? >>> >>> >>> >>>Thanks. >>> >>>Kind regards. >>> >>>Luke. >>> >>> On Fri, Oct 28, 2005 at 04:41:05PM +0930, Luke Vanderfluit wrote: >>> Hi. >>> >>>Ok. I'm now at the point where: >>>-(I'm about to fetch the axe from the shed :-) >>>-I've removed all indexes from the Groups table >>>-created the following indexes: >>> >>>create unique index groups_key on Groups(id); >>>create index Groups1 ON Groups (Domain, Instance, Type, id); >>>create index Groups2 ON Groups (Type, Instance, Domain); >>> >>>Then I did a trial run: 138 seconds to complete the query >>> >>>I created 2 more indexes >>> >>>create index Groups3 on Groups(Instance); >>>create index Groups4 on Groups(Type); >>> >>>Another trial run: 137 seconds. >>> >>>I created the following index: >>>create index Groups5 on Groups(Domain); >>> >>>144 seconds. >>> >>>The query in question is the same as on the following site and the >>>indexes are taken from that site. >>>http://rt3.fsck.com/Ticket/Display.html?id=6624 after dropping the last >>>index I added (it seemed to only worsen the pain) I stopped and started >>>both mysql and apache >>>then got 150 seconds. >>>hmmm..... >>> >>>So these particular indexes didn't help. >>> >>>I've used the expain select syntax to show what keys are being used in >>>the query, it show that I have *no* keys being used on the Users table. >>>I've tried several keys on the Users table but with no success. >>>I've documented everything so can supply you with the indexes if >>>interested. >>> >>> >>>I'm sure there is an index out there that does what I want, >>>Any suggestions/help appreciated. >>> >>>Thanks. >>>Kind regards. >>>Luke. >>> >>> >>> >>> >>> >>-- >>Luke >> >> >> > > > -- Luke -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Mon Oct 31 00:42:52 2005 From: les at futuresource.com (Les Mikesell) Date: Sun, 30 Oct 2005 23:42:52 -0600 Subject: [rt-users] attaching a wiki to RT In-Reply-To: <20051030163452.GG14262@bestpractical.com> References: <200510300915.43840.corey_s@qwest.net> <20051030163452.GG14262@bestpractical.com> Message-ID: <1130737371.2083.154.camel@les-home.futuresource.com> On Sun, 2005-10-30 at 10:34, Jesse Vincent wrote: > RTFM 2.1.x with WikiText fields starts to get there. It still wants more > love, but it's a direction you might want to look at. I like the features of twiki and being perl based it sort of fits in with RT for documents that need to evolve in place. But it would be nice to have some connection between them like being able to invoke each other's search operations. -- Les Mikesell les at futuresource.com From mschroder at pulsemining.com.au Mon Oct 31 00:34:21 2005 From: mschroder at pulsemining.com.au (Mark Schroder) Date: Mon, 31 Oct 2005 16:34:21 +1100 Subject: [rt-users] Parent Queues Message-ID: We are a software developer evaluating R/T as our client support system. Can anyone tell me if it is possible to link queues to a parent queue? We are trying to minimise the total number of queues to review on the summary page whilst still maintaining a separate queue for each system by client. 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. Any assistance in where to look for more information or discussion as to if this is possible would be appreciated. Thanks in Advance Mark Schroder General Manager Pulse Mining Systems P/L From bulb at ucw.cz Mon Oct 31 02:32:19 2005 From: bulb at ucw.cz (Jan Hudec) Date: Mon, 31 Oct 2005 08:32:19 +0100 Subject: [rt-users] attaching a wiki to RT In-Reply-To: <200510300915.43840.corey_s@qwest.net> References: <200510300915.43840.corey_s@qwest.net> Message-ID: <20051031073219.GA9969@djinn> On Sun, Oct 30, 2005 at 09:15:43 +0000, Corey wrote: > > Have any of you integrated a wiki into your RT instance - for general > documentation purposes and/or as a sort of knowledge base for various queues > and whatnot? > > Of course I could set up an external wiki, and use that - but I'd like to tie > it in closer into RT so that our RT instance becomes somewhat of a one-stop > central portal for our projects. > > Any suggestions/tips? Anything pre-existing that I could just sort of plug > into RT? 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. -- 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 rfh at pipex.net Mon Oct 31 08:30:07 2005 From: rfh at pipex.net (Roy El-Hames) Date: Mon, 31 Oct 2005 13:30:07 +0000 Subject: [rt-users] Resolving tickets from a particular address In-Reply-To: <48FDC12228CB0046BFAC7F2A77A36FE009DD3C@menats02.cpigroup.com.au> References: <48FDC12228CB0046BFAC7F2A77A36FE009DD3C@menats02.cpigroup.com.au> Message-ID: <43661C5F.7000309@pipex.net> So I guess any ticket created via mail coming from mailmarshal-server at mywork.com.au you'll want to resolve ??? if yes creat a scrip with user define condition : if (($self->TicketObj->Requestors->MemberEmailAddressesAsString =~ /mailmarshal-server\@etc../g) {return 1; }else { return undef; } And the action is set to resolve. Roy Ben Brown wrote: >Unfortunately I have to deal with a program called Mailmarshal, which is >a mail gateway used at my work to quarantine inbound and outbound email >attachments. > >For example: > >A user at work tries to send a message with an unauthorized attachment. >Mailmarshal sends an email from "mailmarshal at mywork.com.au" saying >that it's been put into quarantine. The user replies to that message >asking for it to be released. All email to "mailmarshal at >mywork.com.au" goes to the "mailmarshal" queue in RT, which I've set >myself to be AdminCC. I can then check the ticket, review the attachment >and go and release it. > >That part is working great! > >However, Mailmarshal also sends system notification messages via email >when other emails bounce, timeout etc. This complicates things for the >following reason: > >Mailmarshal only lets you configure two addresses, an "Administrative >To" and an "Administrative From". > >The "Administrative To" address is the address which Mailmarshal sends >system notification messages, but all emails sent to users about their >attachments come FROM this address! This was very confusing initially!! >However, it works because when users write their reply it gets sent to >the same address as the system notifications. This address used to be my >personal address, but is now set to "mailmarshal at mywork.com.au". > >The "Administrative From" is where the above mentioned system >notification messages appear to be sent from. It's currently set to >"mailmarshal-server at mywork.com.au". > >So I've always been stuck with everything concerning this damn program >going to the same address, but from different addresses ;) > >It was OK when it was directed to my personal email address; I had some >rules set in Outlook to move all messages from "mailmarshal-server" to a >separate folder. It would be awesome now if I could filter all tickets >from "mailmarshal-server at mywork.com.au" to either be moved to a >different queue or (preferably) be resolved as soon as they reach RT. > >I've been told that a scrip would be the best way to do this, but when I >went to create one I couldn't find any suitable options in the drop-down >boxes. I don't know any perl at all... so I'm stuck! > >All and any help would be greatly appreciated. > >Cheers, > >Ben > >-----Original Message----- >From: Roy El-Hames [mailto:rfh at pipex.net] >Sent: Friday, 28 October 2005 11:05 PM >To: Ben Brown >Cc: rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Resolving tickets from a particular address > >I am curious to what you are trying to do , because there might be an >easier way, if you are in control of the original request sent (I assume > >them to be automated messages ), then get them created in a seperate >queue (create new mail alias => point to different queue), then create a > >scrip on that new queue where on create you resolve ..(does not make >sense but seen worse) > >Roy >Ben Brown wrote: > > > >>I need some advice - I need to figure out how to resolve all requests >>sent from a certain email address as soon as they arrive. >> >> >> >>Any ideas? >> >> >> >>Thanks, >> >> >> >>Ben Brown >> >>CPI Group >> >> >> >> >>----------------------------------------------------------------------- >> >> >- > > >>_______________________________________________ >>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 enediel at hotmail.com Mon Oct 31 09:22:40 2005 From: enediel at hotmail.com (enediel gonzalez) Date: Mon, 31 Oct 2005 14:22:40 +0000 Subject: [rt-users] no root(s) path Message-ID: 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 Enediel From sturner at MIT.EDU Mon Oct 31 10:15:52 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Mon, 31 Oct 2005 10:15:52 -0500 Subject: [rt-users] attaching a wiki to RT In-Reply-To: <200510300915.43840.corey_s@qwest.net> References: <200510300915.43840.corey_s@qwest.net> Message-ID: <6.2.1.2.2.20051031100959.02f7b428@po14.mit.edu> At Sunday 10/30/2005 04:15 AM, Corey wrote: >Have any of you integrated a wiki into your RT instance - for general >documentation purposes and/or as a sort of knowledge base for various queues >and whatnot? > >Of course I could set up an external wiki, and use that - but I'd like to tie >it in closer into RT so that our RT instance becomes somewhat of a one-stop >central portal for our projects. > >Any suggestions/tips? Anything pre-existing that I could just sort of plug >into RT? I did some preliminary analysis of this a few months ago but haven't had time to actually try it out. My approach was to use the hooks to RTFM to integrate with a wiki or other KB solution. It seemed to me to very doable - the interface between RT and RTFM is nicely designed, and dropping in an alternative KB looked like it could be done fairly simply. 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. Steve -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Mon Oct 31 10:16:48 2005 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 31 Oct 2005 09:16:48 -0600 Subject: [rt-users] Parent Queues In-Reply-To: Your message of "Mon, 31 Oct 2005 16:34:21 +1100." Message-ID: <200510311516.j9VFGmWm009519@remora.cc.uic.edu> >We are a software developer evaluating R/T as our client support system. > >Can anyone tell me if it is possible to link queues to a parent queue? We >are trying to minimise the total number of queues to review on the summary >page whilst still maintaining a separate queue for each system by client. > >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. > >Any assistance in where to look for more information or discussion as to if >this is possible would be appreciated. > I don't think you can link queues in that manner. But it's pretty easy to make a query that returns all the open tickets in a set of queues. It's really no trouble to review "all tickets in all the PM queues". bobg From rtparies at gmail.com Mon Oct 31 11:20:51 2005 From: rtparies at gmail.com (Randy Paries) Date: Mon, 31 Oct 2005 10:20:51 -0600 Subject: Fwd: [rt-users] creating a new RT instance from scratch In-Reply-To: References: <20051028230017.GQ995@chaka.net> Message-ID: Todd Thanks for the reply So is there any doc or any suggextion that i could do before to make the most out of the performace for 5000 customers. the box is a new box with the latest fedora, apache2 and mysql. i would assume that the db install script creates all the nessasry indexes. I noticed some mention of FastCGI.... Does that make a difference? Thanks On 10/28/05, Todd Chapman wrote: > On Fri, Oct 28, 2005 at 05:27:52PM -0500, Randy Paries wrote: > > hello, > > Have been running rt3.0 for some time > > I am now building a new box from scratch > > > > So i just got it up and running > > it is fedora , RT 3.4.4 and mysql > > > > We only allow email access to our customers, and our helpdesk people > > use the web interface. > > > > one of the things i had problems with my old 3.0, is everytime a > > person opened a call, it created a new user and 4 new groups. Our > > numbers were getting high and the performace was really suffering. > > > > So i am wondering what other people are doing. For every new call do i > > have to create all these groups? I have about 5000 customers > > > > Thanks for any help or insite > > > > Randy > > All those groups are part of RT's infrastucture, and the design > should be such that it is not a problem. If your system is slow > then you either need to tune it or get faster hardware. > > -Todd > From andreas at vinsander.se Mon Oct 31 11:34:51 2005 From: andreas at vinsander.se (Andreas Vinsander) Date: Mon, 31 Oct 2005 17:34:51 +0100 Subject: [rt-users] Parent Queues In-Reply-To: References: Message-ID: <20051031163451.GA14049@gabriel.internal.vinsander.se> 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)? /Andreas From todd at chaka.net Mon Oct 31 11:58:16 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Oct 2005 11:58:16 -0500 Subject: [rt-users] Announcing: RTx::RightsMatrix 0.02 Message-ID: <20051031165816.GT995@chaka.net> 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=guest&pass=guest http://rt.chaka.net/Admin/Tools/RightsMatrix/AssetCFRightsMatrix.html?user=guest&pass=guest Please send feedback! -Todd From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 12:54:36 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 12:54:36 EST Subject: [rt-users] Reply to requestor problem Message-ID: <51525813@newdancer.Dartmouth.EDU> We just upgraded from RT2 (very old) to RT 3.4.4 and for some reason when we reply to a ticket, the reply to requestors never happen. We can submit a new ticket via email no problem, so incoming, the mailgate is working well, but outgoing, it doesn't do anything but the autoreply we set up. The autoreply does work, so the issue is not sendmail. Also, on the replying screen there are two buttons, "Update Ticket" and "Save Changes", which one should we be using to correspond with our requestors?? Save changes appears to do nothing useful and update ticket, seems to do something, but no dialog returned that confirms message sent. We're running Redhat 4 EL with Apache 2. ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From todd at chaka.net Mon Oct 31 13:09:49 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Oct 2005 13:09:49 -0500 Subject: [rt-users] Reply to requestor problem In-Reply-To: <51525813@newdancer.Dartmouth.EDU> References: <51525813@newdancer.Dartmouth.EDU> Message-ID: <20051031180949.GU995@chaka.net> On Mon, Oct 31, 2005 at 12:54:36PM -0500, Anthony D. Green wrote: > We just upgraded from RT2 (very old) to RT 3.4.4 and for some reason when we > reply to a > ticket, the reply to requestors never happen. We can submit a new ticket via > email no problem, so incoming, the mailgate is working well, but outgoing, it > doesn't do anything but the autoreply we set up. The autoreply does work, so > the issue is not sendmail. > > Also, on the replying screen there are two buttons, "Update Ticket" and "Save > Changes", which one should we be using to correspond with our requestors?? Save > changes appears to do nothing useful and update ticket, seems to do something, > but no dialog returned that confirms message sent. > > We're running Redhat 4 EL with Apache 2. > Do you have a Scrip with the description: On Correspond Notify Requestors and Ccs with template Correspondence From todd at chaka.net Mon Oct 31 13:54:58 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Oct 2005 13:54:58 -0500 Subject: [rt-users] Reply to requestor problem In-Reply-To: <51530528@newdancer.Dartmouth.EDU> References: <51530528@newdancer.Dartmouth.EDU> Message-ID: <20051031185458.GW995@chaka.net> On Mon, Oct 31, 2005 at 02:07:29PM -0500, Anthony D. Green wrote: > --- You wrote: > On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote: > > --- You wrote: > > > > Do you have a Scrip with the description: > > > > On Correspond Notify Requestors and Ccs with template Correspondence > > --- end of quote --- > > > > Yes, and have is set as Global scrip. > > > > Do you have RT configured to record outgoing e-mail? > --- end of quote --- > > I believe so, I sent your question to the server admin. We do receive a message > when we resolve a ticket, but no content, when we reply to one. Really strange. > Are _any_ outgoing e-mails recorded in your tickets? (should have a [show] link) Also, always CC rt-users. Everyone should be able to participate in the discussion. -Todd From todd at chaka.net Mon Oct 31 13:56:44 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Oct 2005 13:56:44 -0500 Subject: [rt-users] Reply to requestor problem In-Reply-To: <51531057@newdancer.Dartmouth.EDU> References: <51531057@newdancer.Dartmouth.EDU> Message-ID: <20051031185644.GX995@chaka.net> On Mon, Oct 31, 2005 at 02:16:32PM -0500, Anthony D. Green wrote: > --- You wrote: > On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote: > > --- You wrote: > > > > Do you have a Scrip with the description: > > > > On Correspond Notify Requestors and Ccs with template Correspondence > > --- end of quote --- > > > > Yes, and have is set as Global scrip. > > > > Do you have RT configured to record outgoing e-mail? > --- end of quote --- > > maybe this helps: > > RT Variables This is the one I was looking for: RT::RecordOutgoingEmail 1 So are the e-mails you expect to be sent recorded in the ticket? From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 14:47:02 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 14:47:02 EST Subject: [rt-users] Reply to requestor problem Message-ID: <51533119@newdancer.Dartmouth.EDU> forgot to CC the list, a few coming through --- Forwarded message from Anthony D. Green --- >Date: 31 Oct 2005 13:50:26 EST >From: Anthony D. Green >Subject: Re: [rt-users] Reply to requestor problem >To: todd at chaka.net (Todd Chapman) --- You wrote: Do you have a Scrip with the description: On Correspond Notify Requestors and Ccs with template Correspondence --- end of quote --- Yes, and have is set as Global scrip. ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. --- End of forwarded text --- ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 14:47:16 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 14:47:16 EST Subject: [rt-users] Reply to requestor problem (forwarded from Anthony D. Green) Message-ID: <51533128@newdancer.Dartmouth.EDU> --- You wrote: On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote: > --- You wrote: > > Do you have a Scrip with the description: > > On Correspond Notify Requestors and Ccs with template Correspondence > --- end of quote --- > > Yes, and have is set as Global scrip. > Do you have RT configured to record outgoing e-mail? --- end of quote --- I believe so, I sent your question to the server admin. We do receive a message when we resolve a ticket, but no content, when we reply to one. Really strange. ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 14:47:26 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 14:47:26 EST Subject: [rt-users] Reply to requestor problem Message-ID: <51533142@newdancer.Dartmouth.EDU> --- Forwarded message from Anthony D. Green --- >Date: 31 Oct 2005 14:16:32 EST >From: Anthony D. Green >Subject: Re: [rt-users] Reply to requestor problem >To: todd at chaka.net (Todd Chapman) --- You wrote: On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote: > --- You wrote: > > Do you have a Scrip with the description: > > On Correspond Notify Requestors and Ccs with template Correspondence > --- end of quote --- > > Yes, and have is set as Global scrip. > Do you have RT configured to record outgoing e-mail? --- end of quote --- maybe this helps: RT Variables RT::AmbiguousDayInPast 1 RT::BasePath /opt/rt3 RT::BinPath /opt/rt3/bin RT::CORE_CONFIG_FILE /opt/rt3/etc/RT_Config.pm RT::CommentAddress RT_CommentAddressNotSet RT::CorrespondAddress RT_CorrespondAddressNotSet RT::DatabaseHost localhost RT::DatabaseName rt3 RT::DatabasePassword Password not printed RT::DatabaseRTHost localhost RT::DatabaseType mysql RT::DatabaseUser rt_user RT::DateDayBeforeMonth 1 RT::DefaultSearchResultFormat '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__' RT::EmailOutputEncoding utf-8 RT::EtcPath /opt/rt3/etc RT::FriendlyFromLineFormat "%s via RT" <%s> RT::FriendlyToLineFormat "%s of Dartmouth.org Ticket #%s":; RT::LocalEtcPath /opt/rt3/local/etc RT::LocalLexiconPath /opt/rt3/local/po RT::LocalPath /opt/rt3/local RT::LogDir /opt/rt3/var/log RT::LogToFileNamed rt.log RT::LogToScreen error RT::LogToSyslog debug RT::LogoURL /rt/NoAuth/images/bplogo.gif RT::LoopsToRTOwner 1 RT::MailCommand sendmailpipe RT::MasonComponentRoot /opt/rt3/share/html RT::MasonDataDir /opt/rt3/var/mason_data RT::MasonLocalComponentRoot /opt/rt3/local/html RT::MasonSessionDir /opt/rt3/var/session_data RT::MaxAttachmentSize 10000000 RT::MaxInlineBody 13456 RT::MessageBoxWidth 72 RT::MessageBoxWrap HARD RT::MinimumPasswordLength 7 RT::MyRequestsLength 10 RT::MyTicketsLength 10 RT::Organization Dartmouth.org RT::OwnerEmail joseph.l.hill at dartmouth.edu RT::RTAddressRegexp ^rt\@example.com$ RT::RecordOutgoingEmail 1 RT::RedistributeAutoGeneratedMessages 1 RT::SITE_CONFIG_FILE /opt/rt3/etc/RT_SiteConfig.pm RT::SendmailArguments -oi -t RT::SendmailPath /usr/sbin/sendmail RT::Timezone US/Eastern RT::UseFriendlyFromLine 1 RT::VERSION 3.4.4 RT::VarPath /opt/rt3/var RT::WebBaseURL http://localhost RT::WebFlushDbCacheEveryRequest 1 RT::WebImagesURL /rt/NoAuth/images/ RT::WebPath /rt RT::WebURL http://localhost/rt/ RT::rtname Dartmouth.org Perl configuration Summary of my perl5 (revision 5 version 8 subversion 5) configuration: Platform: osname=linux, osvers=2.4.21-27.0.2.elsmp, archname=i386-linux-thread-multi uname='linux decompose.build.redhat.com 2.4.21-27.0.2.elsmp #1 smp wed jan 12 23:35:44 est 2005 i686 i686 i386 gnulinux ' config_args='-des -Doptimize=-O2 -g -pipe -m32 -march=i386 -mtune=pentium4 -Dversion=5.8.5 -Dmyhostname=localhost -Dperladmin=root at localhost -Dcc=gcc -Dcf_by=Red Hat, Inc. -Dinstallprefix=/usr -Dprefix=/usr -Darchname=i386-linux -Dvendorprefix=/usr -Dsiteprefix=/usr -Duseshrplib -Dusethreads -Duseithreads -Duselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Ui_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm -Duseperlio -Dinstallusrbinperl -Ubincompat5005 -Uversiononly -Dpager=/usr/bin/less -isr -Dinc_version_list=5.8.4 5.8.3 5.8.2 5.8.1 5.8.0' hint=recommended, useposix=true, d_sigaction=define usethreads=define use5005threads=undef useithreads=define usemultiplicity=define useperlio=define d_sfio=undef uselargefiles=define usesocks=undef use64bitint=undef use64bitall=undef uselongdouble=undef usemymalloc=n, bincompat5005=undef Compiler: cc='gcc', ccflags ='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -D_LARGEFILE_SOURCE -D_FILE_OFFSET_BITS=64 -I/usr/include/gdbm', optimize='-O2 -g -pipe -m32 -march=i386 -mtune=pentium4', cppflags='-D_REENTRANT -D_GNU_SOURCE -DDEBUGGING -fno-strict-aliasing -pipe -I/usr/local/include -I/usr/include/gdbm' ccversion='', gccversion='3.4.4 20050721 (Red Hat 3.4.4-2)', gccosandvers='' intsize=4, longsize=4, ptrsize=4, doublesize=8, byteorder=1234 d_longlong=define, longlongsize=8, d_longdbl=define, longdblsize=12 ivtype='long', ivsize=4, nvtype='double', nvsize=8, Off_t='off_t', lseeksize=8 alignbytes=4, prototype=define Linker and Libraries: ld='gcc', ldflags =' -L/usr/local/lib' libpth=/usr/local/lib /lib /usr/lib libs=-lnsl -lgdbm -ldb -ldl -lm -lcrypt -lutil -lpthread -lc perllibs=-lnsl -ldl -lm -lcrypt -lutil -lpthread -lc libc=/lib/libc-2.3.4.so, so=so, useshrplib=true, libperl=libperl.so gnulibc_version='2.3.4' Dynamic Linking: dlsrc=dl_dlopen.xs, dlext=so, d_dlsymun=undef, ccdlflags='-Wl,-E -Wl,-rpath,/usr/lib/perl5/5.8.5/i386-linux-thread-multi/CORE' cccdlflags='-fPIC', lddlflags='-shared -L/usr/local/lib' $BB|' RT 3.4.4 Copyright 1996-2005 Best Practical Solutions, LLC. ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. --- End of forwarded text --- ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 14:47:37 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 14:47:37 EST Subject: [rt-users] Reply to requestor problem Message-ID: <51533168@newdancer.Dartmouth.EDU> --- Forwarded message from Anthony D. Green --- >Date: 31 Oct 2005 14:22:58 EST >From: Anthony D. Green >Subject: Re: [rt-users] Reply to requestor problem >To: todd at chaka.net (Todd Chapman) --- You wrote: On Mon, Oct 31, 2005 at 02:16:32PM -0500, Anthony D. Green wrote: > --- You wrote: > On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote: > > --- You wrote: > > > > Do you have a Scrip with the description: > > > > On Correspond Notify Requestors and Ccs with template Correspondence > > --- end of quote --- > > > > Yes, and have is set as Global scrip. > > > > Do you have RT configured to record outgoing e-mail? > --- end of quote --- > > maybe this helps: > > RT Variables This is the one I was looking for: RT::RecordOutgoingEmail 1 So are the e-mails you expect to be sent recorded in the ticket? --- end of quote --- No we don't see that ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. --- End of forwarded text --- ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 14:47:57 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 14:47:57 EST Subject: [rt-users] Reply to requestor problem (forwarded from Todd Chapman ) Message-ID: <51533189@newdancer.Dartmouth.EDU> --- Forwarded message from Anthony D. Green --- >Date: 31 Oct 2005 14:27:13 EST >From: Anthony D. Green >Subject: Re: [rt-users] Reply to requestor problem (forwarded from Todd Chapman ) >To: todd at chaka.net --- Forwarded message from "Joseph L. Hill" --- >Subject: Re: [rt-users] Reply to requestor problem (forwarded from Todd Chapman ) >From: "Joseph L. Hill" >Reply-To: joseph.l.hill at dartmouth.edu >To: "Anthony D. Green" >In-Reply-To: <51531427 at newdancer.Dartmouth.EDU> >References: <51531427 at newdancer.Dartmouth.EDU> >Date: Mon, 31 Oct 2005 14:24:21 -0500 this is set to 1 in the config i just checked: [root at rt etc]# grep RecordOut * RT_Config.pm:# By default, RT records each message it sends out to its own internal database.# To change this behaviour, set $RecordOutgoingEmail to 0 RT_Config.pm:Set($RecordOutgoingEmail, 1); On Mon, 2005-10-31 at 14:21 -0500, Anthony D. Green wrote: > On Mon, Oct 31, 2005 at 02:16:32PM -0500, Anthony D. Green wrote: > > --- You wrote: > > On Mon, Oct 31, 2005 at 01:50:26PM -0500, Anthony D. Green wrote: > > > --- You wrote: > > > > > > Do you have a Scrip with the description: > > > > > > On Correspond Notify Requestors and Ccs with template Correspondence > > > --- end of quote --- > > > > > > Yes, and have is set as Global scrip. > > > > > > > Do you have RT configured to record outgoing e-mail? > > --- end of quote --- > > > > maybe this helps: > > > > RT Variables > > > > This is the one I was looking for: > > RT::RecordOutgoingEmail 1 > > So are the e-mails you expect to be sent recorded in the ticket? -- joseph.l.hill at dartmouth.edu (603)646-0387 pub 1024D/8C9AD7D7 2003-06-09 Joseph L. Hill http://fedora.redhat.com/download/ --- End of forwarded text --- ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. --- End of forwarded text --- ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 14:48:08 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 14:48:08 EST Subject: [rt-users] Reply to requestor problem Message-ID: <51533196@newdancer.Dartmouth.EDU> --- Forwarded message from Anthony D. Green --- >Date: 31 Oct 2005 14:38:04 EST >From: Anthony D. Green >Subject: Re: [rt-users] Reply to requestor problem >To: todd at chaka.net (Todd Chapman) --- You wrote: Are any of the outgoing e-mails recorded, such as the auto-reply on ticket creation? --- end of quote --- No. not on create, but we do get a string of correspondence.......I was set as a watcher on a queue for a while and do receive mail as a watcher OnCreate notify Admins with Template Transaction, so that is/was working. We normally get way too many tickets to be notified each time. ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. --- End of forwarded text --- ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 14:48:20 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 14:48:20 EST Subject: [rt-users] Reply to requestor problem Message-ID: <51533215@newdancer.Dartmouth.EDU> --- Forwarded message from Anthony D. Green --- >Date: 31 Oct 2005 14:39:19 EST >From: Anthony D. Green >Subject: Re: [rt-users] Reply to requestor problem >To: todd at chaka.net (Todd Chapman) --- You wrote: Are any of the outgoing e-mails recorded, such as the auto-reply on ticket creation? --- end of quote --- I just readded myself as a watcher to see if it still works. By the way-thanks for responding. ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. --- End of forwarded text --- ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 14:50:19 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 14:50:19 EST Subject: [rt-users] Could not load a valid user Message-ID: <51533392@newdancer.Dartmouth.EDU> Now I am getting this: --- Forwarded message from RT_CorrespondAddressNotSet at rt.dartmouth.org --- >Date: Mon, 31 Oct 2005 14:42:28 -0500 >From: RT_CorrespondAddressNotSet at rt.dartmouth.org >To: Anthony.D.Green at Dartmouth.EDU >Subject: Could not load a valid user RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. X-Mailscanner: Found to be clean by mailhub.Dartmouth.EDU Received: from mailhub1.dartmouth.edu (mailhub1.dartmouth.edu [129.170.16.122]) by rt.dartmouth.org (8.13.1/8.13.1) with ESMTP id j9VJgRDp031247 for ; Mon, 31 Oct 2005 14:42:27 -0500 Received: from newdancer.Dartmouth.EDU (newdancer.dartmouth.edu [129.170.208.31]) by mailhub1.dartmouth.edu (8.12.10+DND/8.12.10) with ESMTP id j9VII8tV012132 for ; Mon, 31 Oct 2005 14:42:25 -0500 Subject: test X-Mailer: BlitzMail^AE version 2.6.4a1/blitzserv 3.14a4 Date: 31 Oct 2005 14:42:25 EST Message-ID: <51532772 at newdancer.Dartmouth.EDU> X-Mailscanner-From: anthony.d.green at dartmouth.edu To: webmaster at rt.dartmouth.org From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) X-RT-Original-Encoding: ascii content-type: text/plain; charset="utf-8" ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. --- End of forwarded text --- ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 15:04:30 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 15:04:30 EST Subject: [rt-users] Here are our scrips setup, maybe something is off there: Message-ID: <51534326@newdancer.Dartmouth.EDU> Our scrips/templates could be the issue, we are not sure, so here they are: Current Scrips: On Owner Change Notify Owner with template Transaction (no value) On Create Autoreply To Requestors with template Autoreply (no value) On Create Notify AdminCcs with template Transaction (no value) On Correspond Notify AdminCcs with template Admin Correspondence (no value) On Correspond Notify Other Recipients with template (no value) On Comment Notify AdminCcs as Comment with template Admin Comment (no value) On Comment Notify Other Recipients as Comment with template Correspondence (no value) On Correspond Notify Requestors and Ccs with template Correspondence (no value) On Create Notify Requestors with template Blank -------------------------------------------------------------------------------- ------------------------ Current Templates (using astericks to delimit each template): ********************** --Correspondence: RT-Attach-Message: yes {$Transaction->Content()} ************************************************* --Autoreply: Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} **************************************************** -Transaction: RT-Attach-Message: yes {$Transaction->CreatedAsString}: Request {$Ticket->id} was acted upon. Transaction: {$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} > ------------------------------------------------------------------------------- {$Transaction->Content()} ****************************************************************** Admin Correspondence: RT-Attach-Message: yes id} > {$Transaction->Content()} ******************************************************************** Admin Comment: RT-Attach-Message: yes id} > {$Transaction->Content()} *********************************************************************** Status Change: Subject: Status Changed to: {$Transaction->NewValue} {$RT::WebURL}Ticket/Display.html?id={$Ticket->id} {$Transaction->Content()} *********************************************************************** Resolved: Subject: Resolved: {$Ticket->Subject} According to our records, your request has been resolved. If you have any further questions or concerns, please respond to this message. ************************************************************************* Blank is blank Anthony D. Green From todd at chaka.net Mon Oct 31 14:54:08 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Oct 2005 14:54:08 -0500 Subject: [rt-users] Re: Here are our scrips setup, maybe something is off there: In-Reply-To: <51534326@newdancer.Dartmouth.EDU> References: <51534326@newdancer.Dartmouth.EDU> Message-ID: <20051031195407.GY896@chaka.net> That all looks fine. Maybe you missed a step in updating the schemas. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 15:21:46 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 15:21:46 EST Subject: [rt-users] Re: Here are our scrips setup, maybe something is off there: Message-ID: <51535712@newdancer.Dartmouth.EDU> Any ideas? I do have the book RT Essentials, but could not find anything of significance in there. ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From Anthony.D.Green at Dartmouth.EDU Mon Oct 31 15:36:02 2005 From: Anthony.D.Green at Dartmouth.EDU (Anthony D. Green) Date: 31 Oct 2005 15:36:02 EST Subject: [rt-users] Re: Here are our scrips setup, maybe something is off there: Message-ID: <51536785@newdancer.Dartmouth.EDU> Thanks Todd, all of a sudden it all started working.....what's wierd is I didn't change anything! My sys admin went home for the day, so neither did he! ********************************************** When the box said "requires Windows XP or better," I installed Linux! Anthony D. Green '44A User Support Analyst Dartmouth College Alumni Information Resources 6068 Blunt Alumni Center Hanover, NH, 03755 http://alumni.dartmouth.edu/ 603-646-0974 Fax 603-646-1600 ****IMPORTANT**** You may access the new ONLINE DIRECTORY using your VAN Email user name and password. This email message contains information that may be confidential. Use by parties other than the intended recipient is unauthorized and prohibited. Please contact the sender if you received this transmission in error. Thank you. From todd at chaka.net Mon Oct 31 15:16:33 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 31 Oct 2005 15:16:33 -0500 Subject: [rt-users] Re: Here are our scrips setup, maybe something is off there: In-Reply-To: <51536785@newdancer.Dartmouth.EDU> References: <51536785@newdancer.Dartmouth.EDU> Message-ID: <20051031201633.GZ896@chaka.net> On Mon, Oct 31, 2005 at 03:36:02PM -0500, Anthony D. Green wrote: > Thanks Todd, all of a sudden it all started working.....what's wierd is I > didn't change anything! My sys admin went home for the day, so neither did he! > right... :) From lvanderf at internode.com.au Mon Oct 31 18:42:30 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 01 Nov 2005 10:12:30 +1030 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <20051031040035.GT14262@bestpractical.com> References: <3213551323.692209@www.chatteremail.com> <43659690.3070203@internode.com.au> <20051031040035.GT14262@bestpractical.com> Message-ID: <4366ABE6.9050805@internode.com.au> Hi. The patches that you sent and I have applied to the installation of rt3.4.4 are working well for the query we were having trouble with. However now I'm having trouble with another query. This query: SELECT DISTINCT main.* FROM Groups main , Principals Principals_1 WHERE ((Principals_1.Disabled = '0')) AND ((main.Domain = 'UserDefined')) AND ((main.id = Principals_1.id)or(main.id != '2926')) ORDER BY main.Name ASC is generated when I want to view the 'member' of a group It seems that the connection to the server is lost. If I try a simple query in the mysql client after I have executed the above query (requested the Members.html page) from a browser, the connection to the server is lost. I hope this isn't too hard to fix. It seems to be a consequence of applying the patches. When I killed the mysql process, I got the following error messages: *error:* DBD::mysql::st execute failed: Lost connection to MySQL server during query at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67. *context:* *...* *63:* *64:* $self->{update_sth}->bind_param(1, $session->{serialized}); *65:* $self->{update_sth}->bind_param(2, $session->{data}->{_session_id}); *66:* *67:* $self->{update_sth}->execute; *68:* *69:* $self->{update_sth}->finish; *70:* } *71:* *...* *code stack:* /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm:67 /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session.pm:523 /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session.pm:477 /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm:1068 raw error DBD::mysql::st execute failed: Lost connection to MySQL server during query at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67. Trace begun at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed: Lost connection to MySQL server during query at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67.^J') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67 Apache::Session::Store::DBI::update('Apache::Session::Store::MySQL=HASH(0x1ed5cd4)', 'Apache::Session::MySQL=HASH(0x1ed5c80)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session.pm line 523 Apache::Session::save('Apache::Session::MySQL=HASH(0x1ed5c80)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session.pm line 477 Apache::Session::DESTROY('Apache::Session::MySQL=HASH(0x1ed5c80)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 eval {...} at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'id', 2926) called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1b28a94)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1b28a94)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x18e2554)', 'Apache=SCALAR(0x1a1cfdc)') called at /usr/local/rt3/bin/webmux.pl line 123 eval {...} at /usr/local/rt3/bin/webmux.pl line 123 RT::Mason::handler('Apache=SCALAR(0x1a1cfdc)') called at /dev/null line 0 eval {...} at /dev/null line 0 Kind regards. Luke. -- Luke -------------- next part -------------- An HTML attachment was scrubbed... URL: From president at case.org.au Mon Oct 31 19:31:39 2005 From: president at case.org.au (Darrell Burkey) Date: Tue, 01 Nov 2005 11:31:39 +1100 Subject: [rt-users] RTFM install not working Message-ID: <1130805099.3086.6.camel@localhost.localdomain> 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 From lvanderf at internode.com.au Mon Oct 31 20:12:00 2005 From: lvanderf at internode.com.au (Luke Vanderfluit) Date: Tue, 01 Nov 2005 11:42:00 +1030 Subject: [rt-users] Huge Attachments table in 3.4.4 In-Reply-To: <4366ABE6.9050805@internode.com.au> References: <3213551323.692209@www.chatteremail.com> <43659690.3070203@internode.com.au> <20051031040035.GT14262@bestpractical.com> <4366ABE6.9050805@internode.com.au> Message-ID: <4366C0E0.30107@internode.com.au> Hi. I have added 2 indexes to the database. That seems to have solved the problem. I added: create index Principals4 on Principals(Disabled); create index Groups5 on Groups(Domain); After that, all was fine :-) Kind regards. Luke. Luke Vanderfluit wrote: > Hi. > > The patches that you sent and I have applied to the installation of > rt3.4.4 are working well for the query we were having trouble with. > However now I'm having trouble with another query. > This query: > > SELECT DISTINCT main.* FROM Groups main , Principals Principals_1 > WHERE ((Principals_1.Disabled = '0')) AND ((main.Domain = > 'UserDefined')) AND ((main.id = Principals_1.id)or(main.id != > '2926')) ORDER BY main.Name ASC > > is generated when I want to view the 'member' of a group > > It seems that the connection to the server is lost. > If I try a simple query in the mysql client after I have executed the > above query (requested the Members.html page) from a browser, the > connection to the server is lost. > > I hope this isn't too hard to fix. It seems to be a consequence of > applying the patches. > > When I killed the mysql process, I got the following error messages: > > > > *error:* DBD::mysql::st execute failed: Lost connection to MySQL > server during query at > /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm > line 67. > *context:* > *...* > *63:* > *64:* $self->{update_sth}->bind_param(1, $session->{serialized}); > *65:* $self->{update_sth}->bind_param(2, > $session->{data}->{_session_id}); > *66:* > *67:* $self->{update_sth}->execute; > *68:* > *69:* $self->{update_sth}->finish; > *70:* } > *71:* > *...* > > *code stack:* > /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm:67 > /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session.pm:523 > /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session.pm:477 > /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm:1068 > > raw error > > > >DBD::mysql::st execute failed: Lost connection to MySQL server during query at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67. > > >Trace begun at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 >HTML::Mason::Exceptions::rethrow_exception('DBD::mysql::st execute failed: Lost connection to MySQL server during query at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67.^J') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session/Store/DBI.pm line 67 >Apache::Session::Store::DBI::update('Apache::Session::Store::MySQL=HASH(0x1ed5cd4)', 'Apache::Session::MySQL=HASH(0x1ed5c80)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session.pm line 523 >Apache::Session::save('Apache::Session::MySQL=HASH(0x1ed5c80)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/Apache/Session.pm line 477 >Apache::Session::DESTROY('Apache::Session::MySQL=HASH(0x1ed5c80)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 >eval {...} at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 >HTML::Mason::Request::comp(undef, undef, undef, 'id', 2926) called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 >eval {...} at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 338 >eval {...} at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/Request.pm line 297 >HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1b28a94)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 >eval {...} at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 134 >HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x1b28a94)') called at /webhosting/stow/perl-5.8.5/perl5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 827 >HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x18e2554)', 'Apache=SCALAR(0x1a1cfdc)') called at /usr/local/rt3/bin/webmux.pl line 123 >eval {...} at /usr/local/rt3/bin/webmux.pl line 123 >RT::Mason::handler('Apache=SCALAR(0x1a1cfdc)') called at /dev/null line 0 >eval {...} at /dev/null line 0 > > > 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 > >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 corey_s at qwest.net Mon Oct 31 13:47:09 2005 From: corey_s at qwest.net (Corey) Date: Mon, 31 Oct 2005 18:47:09 +0000 Subject: [rt-users] attaching a wiki to RT In-Reply-To: <6.2.1.2.2.20051031100959.02f7b428@po14.mit.edu> References: <200510300915.43840.corey_s@qwest.net> <6.2.1.2.2.20051031100959.02f7b428@po14.mit.edu> Message-ID: <200510311847.09556.corey_s@qwest.net> On Monday 31 October 2005 03:15 pm, Stephen Turner wrote: > At Sunday 10/30/2005 04:15 AM, Corey wrote: > >Have any of you integrated a wiki into your RT instance - for general > >documentation purposes and/or as a sort of knowledge base for various > > queues and whatnot? > > > > I did some preliminary analysis of this a few months ago but haven't had > time to actually try it out. My approach was to use the hooks to RTFM to > integrate with a wiki or other KB solution. It seemed to me to very doable > - the interface between RT and RTFM is nicely designed, and dropping in an > alternative KB looked like it could be done fairly simply. > I've seen quite a bit of mention regarding RTFM, and I just now actually sought out some info on it. Looks useful! Might even be satisfactory for my purposes. > 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. Many thanks! Corey From rtparies at gmail.com Mon Oct 31 23:46:48 2005 From: rtparies at gmail.com (Randy Paries) Date: Mon, 31 Oct 2005 22:46:48 -0600 Subject: [rt-users] how to add Statistics to menu Message-ID: 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