From frankie at easyrider.com Thu Sep 1 00:01:34 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 21:01:34 -0700 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <1125546559.29944.35.camel@les-home.futuresource.com> References: <5.2.0.9.0.20050831203546.0400f118@mail.aracnet.com> <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> <5.2.0.9.0.20050831203546.0400f118@mail.aracnet.com> Message-ID: <5.2.0.9.0.20050831205751.00ab9d40@mail.aracnet.com> [root at frankie rt-3.4.4]# perl -MCPAN -eshell force install DBIx::SearchBuilder Undefined value assigned to typeglob at (eval 16) line 15, line 11. Warning [/etc/inputrc line 11]: Invalid variable `mark-symlinked-directories' cpan shell -- CPAN exploration and modules installation (v1.7601) ReadLine support enabled cpan> Also tried: perl -MCPAN -e force 'install DBIx::SearchBuilder' and: [root at frankie rt-3.4.4]# look DBIx::SearchBuilder [root at frankie rt-3.4.4]# perl -MCPAN -eshell look DBIx::SearchBuilder Undefined value assigned to typeglob at (eval 16) line 15, line 11. Warning [/etc/inputrc line 11]: Invalid variable `mark-symlinked-directories' cpan shell -- CPAN exploration and modules installation (v1.7601) ReadLine support enabled cpan> At 10:49 PM 8/31/2005 -0500, Les Mikesell wrote: >On Wed, 2005-08-31 at 22:38, Cosmopolis Jones wrote: > > Oh... it's actually ./etc/upgrades... :) > > > > I get the same errors as another forum query I posted tonight: > > > > Someone suggested installing SearchBuilder without doing the tests but > > didn't say how... > >perl -MCPAN -eshell >force install DBIx::SearchBuilder > >or you can: >look DBIx::SearchBuilder >and be dropped into a shell with the unpacked tarball where >you might: >perl Makefile.PL >make >make install >(skipping the 'make test') or do any tweaking needed to >make the install work. When you 'exit' from this shell >you'll be back at the CPAN prompt. > >-- > Les Mikesell > les at futuresource.com From les at futuresource.com Thu Sep 1 00:12:22 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 23:12:22 -0500 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <5.2.0.9.0.20050831205751.00ab9d40@mail.aracnet.com> References: <5.2.0.9.0.20050831203546.0400f118@mail.aracnet.com> <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> <5.2.0.9.0.20050831195812.04045300@wheresmymailserver.com> <5.2.0.9.0.20050831203546.0400f118@mail.aracnet.com> <5.2.0.9.0.20050831205751.00ab9d40@mail.aracnet.com> Message-ID: <1125547942.29944.42.camel@les-home.futuresource.com> On Wed, 2005-08-31 at 23:01, Frank Saxton wrote: > [root at frankie rt-3.4.4]# perl -MCPAN -eshell force install DBIx::SearchBuilder > Undefined value assigned to typeglob at (eval 16) line 15, line 11. > Warning [/etc/inputrc line 11]: > Invalid variable `mark-symlinked-directories' > > cpan shell -- CPAN exploration and modules installation (v1.7601) > ReadLine support enabled > > cpan> That's perl -MCPAN -eshell cpan> force install DBIx::SearchBuilder or cpan> look DBIx::SearchBuilder (and at the shell prompt do the steps you would do for a tarball perl module install). -- Les Mikesell les at futuresource.com From frankie at easyrider.com Thu Sep 1 00:13:53 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 21:13:53 -0700 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <1125547069.29944.38.camel@les-home.futuresource.com> References: <5.2.0.9.0.20050831204939.03f84878@mail.aracnet.com> <5.2.0.9.0.20050831204939.03f84878@mail.aracnet.com> Message-ID: <5.2.0.9.0.20050831210413.03f85818@mail.aracnet.com> Well... that was really swell being given an instruction that will cause the installation to fail :( I think I've managed to null out the root password.... [root at frankie rt-3.4.4]# perl sbin/rt-test-dependencies --with-mysql --with-fast cgi --verbose | grep MISSING DBIx::SearchBuilder 1.26...MISSING SOMETHING WAS MISSING! [root at frankie rt-3.4.4]# root at frankie rt-3.4.4]# perl -MCPAN -e 'install DBIx::SearchBuilder'|more CPAN: Storable loaded ok Going to read /root/.cpan/Metadata Database was generated on Wed, 31 Aug 2005 09:58:57 GMT Running install for module DBIx::SearchBuilder Running make for J/JE/JESSE/DBIx-SearchBuilder-1.31.tar.gz CPAN: Digest::MD5 loaded ok CPAN: Compress::Zlib loaded ok Checksum for /root/.cpan/sources/authors/id/J/JE/JESSE/DBIx-SearchBuilder-1.31.t ar.gz ok Scanning cache /root/.cpan/build for sizes DBIx-SearchBuilder-1.31/ DBIx-SearchBuilder-1.31/SearchBuilder/ DBIx-SearchBuilder-1.31/SearchBuilder/Handle.pm DBIx-SearchBuilder-1.31/SearchBuilder/Handle/ DBIx-SearchBuilder-1.31/SearchBuilder/Handle/Sybase.pm DBIx-SearchBuilder-1.31/SearchBuilder/Handle/mysqlPP.pm DBIx-SearchBuilder-1.31/SearchBuilder/Handle/Oracle.pm DBIx-SearchBuilder-1.31/SearchBuilder/Handle/mysql.pm DBIx-SearchBuilder-1.31/SearchBuilder/Handle/Informix.pm DBIx-SearchBuilder-1.31/SearchBuilder/Handle/SQLite.pm DBIx-SearchBuilder-1.31/SearchBuilder/Handle/ODBC.pm DBIx-SearchBuilder-1.31/SearchBuilder/Handle/Pg.pm DBIx-SearchBuilder-1.31/SearchBuilder/Unique.pm DBIx-SearchBuilder-1.31/SearchBuilder/Union.pm DBIx-SearchBuilder-1.31/SearchBuilder/Record.pm DBIx-SearchBuilder-1.31/SearchBuilder/SchemaGenerator.pm DBIx-SearchBuilder-1.31/SearchBuilder/Record/ DBIx-SearchBuilder-1.31/SearchBuilder/Record/Cachable.pm DBIx-SearchBuilder-1.31/SearchBuilder.pm DBIx-SearchBuilder-1.31/inc/ DBIx-SearchBuilder-1.31/inc/Module/ DBIx-SearchBuilder-1.31/inc/Module/Install.pm DBIx-SearchBuilder-1.31/inc/Module/Install/ DBIx-SearchBuilder-1.31/inc/Module/Install/AutoInstall.pm DBIx-SearchBuilder-1.31/inc/Module/Install/Makefile.pm DBIx-SearchBuilder-1.31/inc/Module/Install/Metadata.pm DBIx-SearchBuilder-1.31/inc/Module/Install/Base.pm DBIx-SearchBuilder-1.31/t/ DBIx-SearchBuilder-1.31/t/testmodels.pl DBIx-SearchBuilder-1.31/t/01records.t DBIx-SearchBuilder-1.31/t/11schema_records.t DBIx-SearchBuilder-1.31/t/10schema.t DBIx-SearchBuilder-1.31/t/02records_object.t DBIx-SearchBuilder-1.31/t/00.load.t -You said to run 0 tests! You've got to run something. # Looks like your test died before it could output anything. You said to run 0 tests! You've got to run something. # Looks like your test died before it could output anything. You said to run 0 tests! You've got to run something. # Looks like your test died before it could output anything. You said to run 0 tests! You've got to run something. # Looks like your test died before it could output anything. You said to run 0 tests! You've got to run something. # Looks like your test died before it could output anything. You said to run 0 tests! You've got to run something. # Looks like your test died before it could output anything. Failed 6/10 test scripts, 40.00% okay. 0/32 subtests failed, 100.00% okay. make: *** [test_dynamic] Error 255 DBIx-SearchBuilder-1.31/t/pod.t DBIx-SearchBuilder-1.31/t/01searches.t DBIx-SearchBuilder-1.31/t/03rebless.t DBIx-SearchBuilder-1.31/t/01basics.t DBIx-SearchBuilder-1.31/t/utils.pl DBIx-SearchBuilder-1.31/t/01nocap_api.t DBIx-SearchBuilder-1.31/Changes DBIx-SearchBuilder-1.31/MANIFEST DBIx-SearchBuilder-1.31/ex/ DBIx-SearchBuilder-1.31/ex/Example/ DBIx-SearchBuilder-1.31/ex/Example/Model/ DBIx-SearchBuilder-1.31/ex/Example/Model/Employee.pm DBIx-SearchBuilder-1.31/ex/Example/Model/Address.pm DBIx-SearchBuilder-1.31/ex/create_tables.pl DBIx-SearchBuilder-1.31/META.yml DBIx-SearchBuilder-1.31/ROADMAP DBIx-SearchBuilder-1.31/README DBIx-SearchBuilder-1.31/Makefile.PL DBIx-SearchBuilder-1.31/SIGNATURE Removing previously used /root/.cpan/build/DBIx-SearchBuilder-1.31 CPAN.pm: Going to build J/JE/JESSE/DBIx-SearchBuilder-1.31.tar.gz *** ExtUtils::AutoInstall version 0.62 *** Checking for dependencies... [Core Features] - Test::More ...loaded. (0.6 >= 0.52) - DBI ...loaded. (1.40) - Want ...loaded. (0.09) - Encode ...loaded. (2.01) - Class::ReturnValue ...loaded. (0.53 >= 0.4) - Cache::Simple::TimedExpiry ...loaded. (0.23 >= 0.21) [Lower case API] - capitalization ...loaded. (0.03 >= 0.03) [Schema generation] - DBIx::DBSchema ...loaded. (0.27) - Class::Accessor ...loaded. (0.19) *** ExtUtils::AutoInstall configuration finished. Checking if your kit is complete... Looks good Writing Makefile for DBIx::SearchBuilder cp SearchBuilder.pm blib/lib/DBIx/SearchBuilder.pm cp SearchBuilder/Handle.pm blib/lib/DBIx/SearchBuilder/Handle.pm cp SearchBuilder/Handle/mysql.pm blib/lib/DBIx/SearchBuilder/Handle/mysql.pm cp SearchBuilder/Handle/mysqlPP.pm blib/lib/DBIx/SearchBuilder/Handle/mysqlPP.pm cp SearchBuilder/Handle/Sybase.pm blib/lib/DBIx/SearchBuilder/Handle/Sybase.pm cp SearchBuilder/Unique.pm blib/lib/DBIx/SearchBuilder/Unique.pm cp SearchBuilder/Union.pm blib/lib/DBIx/SearchBuilder/Union.pm cp SearchBuilder/Record/Cachable.pm blib/lib/DBIx/SearchBuilder/Record/Cachable. pm cp SearchBuilder/Handle/Oracle.pm blib/lib/DBIx/SearchBuilder/Handle/Oracle.pm cp SearchBuilder/Handle/SQLite.pm blib/lib/DBIx/SearchBuilder/Handle/SQLite.pm cp SearchBuilder/Handle/Informix.pm blib/lib/DBIx/SearchBuilder/Handle/Informix. pm cp SearchBuilder/Handle/ODBC.pm blib/lib/DBIx/SearchBuilder/Handle/ODBC.pm cp SearchBuilder/Handle/Pg.pm blib/lib/DBIx/SearchBuilder/Handle/Pg.pm cp SearchBuilder/SchemaGenerator.pm blib/lib/DBIx/SearchBuilder/SchemaGenerator. pm cp SearchBuilder/Record.pm blib/lib/DBIx/SearchBuilder/Record.pm Manifying blib/man3/DBIx::SearchBuilder::Handle::mysqlPP.3pm Manifying blib/man3/DBIx::SearchBuilder::Handle::mysql.3pm Manifying blib/man3/DBIx::SearchBuilder::Handle.3pm Manifying blib/man3/DBIx::SearchBuilder.3pm Manifying blib/man3/DBIx::SearchBuilder::Handle::Sybase.3pm Manifying blib/man3/DBIx::SearchBuilder::Union.3pm Manifying blib/man3/DBIx::SearchBuilder::Unique.3pm Manifying blib/man3/DBIx::SearchBuilder::Handle::Oracle.3pm Manifying blib/man3/DBIx::SearchBuilder::Record::Cachable.3pm Manifying blib/man3/DBIx::SearchBuilder::Handle::Informix.3pm Manifying blib/man3/DBIx::SearchBuilder::Handle::SQLite.3pm Manifying blib/man3/DBIx::SearchBuilder::Handle::Pg.3pm Manifying blib/man3/DBIx::SearchBuilder::Handle::ODBC.3pm Manifying blib/man3/DBIx::SearchBuilder::Record.3pm Manifying blib/man3/DBIx::SearchBuilder::SchemaGenerator.3pm /usr/bin/make -- OK Running make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/00.load.t t/01basics.t t/01nocap_api.t t/01re cords.t t/01searches.t t/02records_object.t t/03rebless.t t/10schema.t t/11schem a_records.t t/pod.t t/00.load.............ok 1/12 skipped: DBD::Oracle is not installed t/01basics............dubious Test returned status 255 (wstat 65280, 0xff00) t/01nocap_api.........ok t/01records...........dubious Test returned status 255 (wstat 65280, 0xff00) t/01searches..........dubious Test returned status 255 (wstat 65280, 0xff00) t/02records_object....dubious Test returned status 255 (wstat 65280, 0xff00) t/03rebless...........dubious Test returned status 255 (wstat 65280, 0xff00) t/10schema............ok t/11schema_records....dubious Test returned status 255 (wstat 65280, 0xff00) t/pod.................ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/01basics.t 255 65280 ?? ?? % ?? t/01records.t 255 65280 ?? ?? % ?? t/01searches.t 255 65280 ?? ?? % ?? t/02records_object.t 255 65280 ?? ?? % ?? t/03rebless.t 255 65280 ?? ?? % ?? t/11schema_records.t 255 65280 ?? ?? % ?? 1 subtest skipped. /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force [root at frankie rt-3.4.4]# At 10:57 PM 8/31/2005 -0500, Les Mikesell wrote: >On Wed, 2005-08-31 at 22:51, Frank Saxton wrote: > > > I get the same errors as another forum query I posted tonight having to do > > with DBIx::SearchBuilder 1.26...MISSING. Looks like it's failing the > > Oracle test, of all things...: > >It's probably really failing because you followed the instructions >to add a root password to mysql and now it can't connect to >any database for the tests. > >-- > Les Mikesell > les at futuresource.com From tyler.shen at vicscouts.asn.au Thu Sep 8 00:25:23 2005 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Thu, 08 Sep 2005 14:25:23 +1000 Subject: [rt-users] Help: LDAP Authentication Message-ID: <1126153523.4600.58.camel@network-2.intranet.vicscouts.asn.au> Hi, I wonder if anybody can help me with this... I am struggling to make RT authenticate through LDAP. In order to use the RT login page, I swtiched WebExternalAuth to 'undef' so that RT is not authenticating using Apache. I have found a perl script to authenticate against LDAP which returns me a true/false. I want RT to authenticate against LDAP first and if the user doesn't exist in the internal database, RT will automatically create a new account for the authenticated user. What changes should I make in this case. Any suggestion is appreciated! -- 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 *** 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 tyler.shen at vicscouts.asn.au Thu Sep 8 00:31:13 2005 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Thu, 08 Sep 2005 14:31:13 +1000 Subject: [rt-users] HELP: how to steal a ticket from another queue Message-ID: <1126153873.4600.65.camel@network-2.intranet.vicscouts.asn.au> Hi, Can anyone kindly tell me how to take over a ticket from another queue. Occasionally, customer emails are sent to the wrong queue. We want to forward the ticket to the right queue. How do we do that. Any suggestions are welcome. Thanks in advance! -- 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 *** 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 frankie at easyrider.com Thu Sep 1 00:29:46 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 21:29:46 -0700 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? Message-ID: <5.2.0.9.0.20050831212611.04045300@wheresmymailserver.com> Looks like I'm mighty close... I was able to upgrade the 3.0.1 db through the various increments (I think). I get a RT login screen. When I log in, I get: You haven't yet configured your webserver to run RT. You appear to have installed RT's web interface correctly, but haven't yet configured your web server to "run" the RT server which powers the web interface. The next step is to edit your webserver's configuration file to instruct it to use RT's mod_perl, fastcgi or speedycgi handler. If you need commercial support, please contact us at sales at bestpractical.com. /etc/groups: rt:x:501:apache I'm guessing the problem is a mistake here: # NameVirtualHost frankie.vigilancemonitoring.com:80 ServerAdmin Frankie at Easyrider.com ServerName frankie.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 From les at futuresource.com Thu Sep 1 00:48:17 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 31 Aug 2005 23:48:17 -0500 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <5.2.0.9.0.20050831212611.04045300@wheresmymailserver.com> References: <5.2.0.9.0.20050831212611.04045300@wheresmymailserver.com> Message-ID: <1125550097.29944.46.camel@les-home.futuresource.com> On Wed, 2005-08-31 at 23:29, Frank Saxton wrote: > Looks like I'm mighty close... I was able to upgrade the 3.0.1 db through > the various increments (I think). > > I get a RT login screen. When I log in, I get: > > You haven't yet configured your webserver to run RT. Are you going to: http://frankie.vigilancemonitoring.com/rt/ or http://frankie.vigilancemonitoring.com -- Les Mikesell les at futuresource.com > You appear to have > installed RT's web interface correctly, but haven't yet configured your web > server to "run" the RT server which powers the web interface. The next step > is to edit your webserver's configuration file to instruct it to use RT's > mod_perl, fastcgi or speedycgi handler. If you need commercial support, > please contact us at sales at bestpractical.com. > > /etc/groups: > > rt:x:501:apache > > I'm guessing the problem is a mistake here: > > # > NameVirtualHost frankie.vigilancemonitoring.com:80 > > ServerAdmin Frankie at Easyrider.com > ServerName frankie.vigilancemonitoring.com > DocumentRoot /opt/rt3/share/html/ > AddDefaultCharset UTF-8 > AddHandler fastcgi-script fcgi > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to for noauth > Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > FastCgiIpcDir /tmp > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 > > > From frankie at easyrider.com Thu Sep 1 01:16:51 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 22:16:51 -0700 Subject: [rt-users] RT 3.0.1 to 3.latest user and mysql db import possible? In-Reply-To: <1125550097.29944.46.camel@les-home.futuresource.com> References: <5.2.0.9.0.20050831212611.04045300@wheresmymailserver.com> <5.2.0.9.0.20050831212611.04045300@wheresmymailserver.com> Message-ID: <5.2.0.9.0.20050831221024.0400f118@mail.aracnet.com> I think I'm working OK now :) Thanks very, very much for all of your help Les. There are several sets of instructions and each conflict with the others to some degree. The one that works with the least amount of fiddling is at http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration The 3.0.1 mysql database stuff migrated over like a dream after I ran the scrips per the README file. Need to test it by waiting for a new ticket to come in and seeing if the old and new RT instances handle it properly. I added a procmail command to forward new ticket e-mails to the new server I just built. Even if it doesn't work as I am planning, I think any new problems should be fairly minor to correct. Every time I build RT it goes a little smoother than the last one. The folks at BP have obviously put some attention into making the install process friendlier...very much appreciated! At 11:48 PM 8/31/2005 -0500, Les Mikesell wrote: >On Wed, 2005-08-31 at 23:29, Frank Saxton wrote: > > Looks like I'm mighty close... I was able to upgrade the 3.0.1 db through > > the various increments (I think). > > > > I get a RT login screen. When I log in, I get: > > > > You haven't yet configured your webserver to run RT. > >Are you going to: >http://frankie.vigilancemonitoring.com/rt/ >or >http://frankie.vigilancemonitoring.com > >-- > Les Mikesell > les at futuresource.com > > > > You appear to have > > installed RT's web interface correctly, but haven't yet configured your > web > > server to "run" the RT server which powers the web interface. The next > step > > is to edit your webserver's configuration file to instruct it to use RT's > > mod_perl, fastcgi or speedycgi handler. If you need commercial support, > > please contact us at sales at bestpractical.com. > > > > /etc/groups: > > > > rt:x:501:apache > > > > I'm guessing the problem is a mistake here: > > > > # > > NameVirtualHost frankie.vigilancemonitoring.com:80 > > > > ServerAdmin Frankie at Easyrider.com > > ServerName frankie.vigilancemonitoring.com > > DocumentRoot /opt/rt3/share/html/ > > AddDefaultCharset UTF-8 > > AddHandler fastcgi-script fcgi > > > > Options FollowSymLinks ExecCGI > > AllowOverride None > > > > # Pass through requests to for noauth > > Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > > > FastCgiIpcDir /tmp > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > -processes 4 > > > > > > From frankie at easyrider.com Thu Sep 1 02:10:30 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 23:10:30 -0700 Subject: [rt-users] Web config question Message-ID: <5.2.0.9.0.20050831230707.03f84878@mail.aracnet.com> My new RT install seems to be working swell. But in the process, I managed to break a few legacy things. I'm guessing it's something wrong in the below settings. Specifically, perhaps the directory directives? Could someone have a look and see if I have something out of order? TIA! # FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 # # NameVirtualHost frankie.vigilancemonitoring.com:80 ServerAdmin Frankie at Easyrider.com ServerName frankie.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # AddDefaultCharset UTF-8 SetHandler fastcgi-script # Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth # Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ # ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ From adam.clarke at strategicdata.com.au Thu Sep 1 02:21:10 2005 From: adam.clarke at strategicdata.com.au (Adam Clarke) Date: Thu, 01 Sep 2005 16:21:10 +1000 Subject: [rt-users] HELP: how to steal a ticket from another queue In-Reply-To: <1126153873.4600.65.camel@network-2.intranet.vicscouts.asn.au> References: <1126153873.4600.65.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <43169DD6.7060708@strategicdata.com.au> Shen, Tyler wrote: > We want to > forward the ticket to the right queue. How do we do that. Any > suggestions are welcome. Thanks in advance! You can reassign the queue from the "Jumbo" view. -- Adam Clarke www.strategicdata.com.au From adam.clarke at strategicdata.com.au Thu Sep 1 02:19:37 2005 From: adam.clarke at strategicdata.com.au (Adam Clarke) Date: Thu, 01 Sep 2005 16:19:37 +1000 Subject: [rt-users] Help: LDAP Authentication In-Reply-To: <1126153523.4600.58.camel@network-2.intranet.vicscouts.asn.au> References: <1126153523.4600.58.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <43169D79.3000307@strategicdata.com.au> Shen, Tyler wrote: > I wonder if anybody can help me with this... I am struggling to make > RT authenticate through LDAP. This approach uses a code overlay to retain the web based RT login and fallback to internal authentiction if that fails. http://www.justatheory.com/computers/programming/perl/rt/ldap_auth.html An alternative approach is to use mod_auth_ldap, but that will require WebExternalAuth = 1 and will use the built in browser auth popup, fallback to external accounts may be possible but it would not be easy. >, RT will > automatically create a new account for the authenticated user. What > changes should I make in this case. Any suggestion is appreciated! http://wiki.bestpractical.com/index.cgi?AutoCreateFromExternalUserInfo The approach listed here also uses a code overlay. Cheers -- Adam Clarke www.strategicdata.com.au From john at joliver.org Thu Sep 1 02:35:19 2005 From: john at joliver.org (John Oliver) Date: Thu, 1 Sep 2005 02:35:19 -0400 (EDT) Subject: [rt-users] Help on Searching Comments Message-ID: <40883.170.148.10.46.1125556519.squirrel@170.148.10.46> We recently switched to RT for project management where I work. One of the big advantages to using this system was for time management. Now, the system has been in place for about a month and I need to go back through and see all the work that I have done in the past month. I posted comments and time worked on various projects (Some that I owned, some that I didn't). I have used the query builder and its several options, but there does not appear to be any formulas for outputing results. Does anyone already do this? Basically I need the following. List all comments from user X between 8/1/2005 and 8/31/2005 for all tickets in [queue] regardless of status and ownership. I have spent hours looking at all the mailing list archives and have searched the wiki and related resources. Any help would be appreciated. There are about 25 of us where I work that desperately need this time of reporting. -John Oliver From frankie at easyrider.com Thu Sep 1 02:52:12 2005 From: frankie at easyrider.com (Frank Saxton) Date: Wed, 31 Aug 2005 23:52:12 -0700 Subject: [rt-users] Web config question Message-ID: <5.2.0.9.0.20050831235108.03f85818@wheresmymailserver.com> Follow up: If I comment out ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ my other stuff starts working but RT breaks ****************************************************************************** My new RT install seems to be working swell. But in the process, I managed to break a few legacy things. I'm guessing it's something wrong in the below settings. Specifically, perhaps the directory directives? Could someone have a look and see if I have something out of order? TIA! # FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 # # NameVirtualHost frankie.vigilancemonitoring.com:80 ServerAdmin Frankie at Easyrider.com ServerName frankie.vigilancemonitoring.com DocumentRoot /opt/rt3/share/html/ AddHandler fastcgi-script fcgi ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ # AddDefaultCharset UTF-8 SetHandler fastcgi-script # Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth # Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ # ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ From frankie at easyrider.com Thu Sep 1 03:30:09 2005 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 01 Sep 2005 00:30:09 -0700 Subject: [rt-users] E-mail problems Message-ID: <5.2.0.9.0.20050901002739.03f85818@wheresmymailserver.com> Nothing worth having comes easy :) New RT3.4.4 on RHEL4 install RT is working file but isn't creating tickets that come in as e-mail /etc/aliases: # The Tek queue # Tek-noc: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitoring.com/rt/" Tek-noc-comment: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action comment --url http://frankie.vigilancemonitoring.com/rt/" /var/log/maillog: Sep 1 00:26:41 frankie sendmail[15127]: j817QeAX015127: from=, size=633, class=0, nrcpts=1, msgid=<5.2.0.9.0.20050901002558.03f84878 at mail. aracnet.com>, proto=ESMTP, daemon=MTA, relay=jade.aracnet.com [216.99.193.136] Sep 1 00:26:41 frankie sendmail[15128]: j817QeAX015127: to="|/opt/rt3/bin/rt-ma ilgate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitor ing.com/rt/", ctladdr= (8/0), delay=00: 00:00, xdelay=00:00:00, mailer=prog, pri=30869, dsn=4.0.0, stat=Deferred: prog m ailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Sep 1 00:27:04 frankie sendmail[15130]: j817QeAX015127: to="|/opt/rt3/bin/rt-ma ilgate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitor ing.com/rt/", ctladdr= (8/0), delay=00: 00:23, xdelay=00:00:00, mailer=prog, pri=120869, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Sep 1 00:27:05 frankie sendmail[15130]: j81795aP015094: to="|/opt/rt3/bin/rt-ma ilgate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitor ing.com/rt/", ctladdr= (8/0), delay=00: 17:54, xdelay=00:00:00, mailer=prog, pri=121866, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL From support at cyberpro.com.au Thu Sep 1 03:58:48 2005 From: support at cyberpro.com.au (Les Stott) Date: Thu, 01 Sep 2005 17:58:48 +1000 Subject: [rt-users] End users Replying to resolved tickets... Message-ID: <4316B4B8.5090507@cyberpro.com.au> Hi All, one of the most annoying things for us is when we close of a ticket and send a reply (along with the standard resolved ticket response) to an end user, then quite often reply back with "thanks". Trouble is that it re-opens the resolved ticket and we have to resolve it again. Even if we tell them in the reply not to reply unless there is a problem they dont read it, they don't even read the resolved ticket response they get which also tells them only to reply if there is still a problem. Now that's just the way end-users are, i can accept that, but i thought i would see if anyone has attempted or done something along the lines of..... "If a user replies to a resolved ticket with only "thanks" in the body, accept the message back but dont re-open the ticket. We still see the email come through but dont need to re-resolve the ticket." Could something like this be done? Regards, Les From alexlist at sbox.tu-graz.ac.at Thu Sep 1 04:01:23 2005 From: alexlist at sbox.tu-graz.ac.at (Alexander List) Date: Thu, 01 Sep 2005 10:01:23 +0200 Subject: [rt-users] Trying to change disabled users to Nobody in Scrips upon Correspond... In-Reply-To: <589c94400508310909e101920@mail.gmail.com> References: <43156E18.5080707@sbox.tu-graz.ac.at> <589c94400508310909e101920@mail.gmail.com> Message-ID: <4316B553.9080605@sbox.tu-graz.ac.at> Ruslan Zakirov wrote: > Hello. >As I understand scrip works, but you're confused with this [err] message. > > Err, for some reason I believed it doesn't work - I just tested it again, the Scrip works... What I did: Create a ticket via e-mail, change the owner to User X, disable user X, send a followup message to ticket X, owner gets changed to Nobody. So yes, all that's left is this confusing [err] message. Thanks for your help! Alex From jesse at bestpractical.com Thu Sep 1 04:07:55 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 1 Sep 2005 04:07:55 -0400 Subject: [rt-users] RTFM & asset tracker vs. Mason 1.3101 In-Reply-To: <1125511988.25218.99.camel@moola.futuresource.com> References: <1125511988.25218.99.camel@moola.futuresource.com> Message-ID: <20050901080755.GL7619@bestpractical.com> On Wed, Aug 31, 2005 at 01:13:08PM -0500, Les Mikesell wrote: > RTFM and asset tracker don't show up at all under Mason 1.3101 (Centos4, > fastcgi), but work under Mason 1.28. Am I missing a needed update to > some other module or is this a known problem? Upgrade to RT 3.4.4. Mason 1.3 broke the callbacks API. > > -- > Les Mikesell > les at futuresource.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 Thu Sep 1 04:41:46 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 1 Sep 2005 04:41:46 -0400 Subject: [rt-users] HELP: how to steal a ticket from another queue In-Reply-To: <43169DD6.7060708@strategicdata.com.au> References: <1126153873.4600.65.camel@network-2.intranet.vicscouts.asn.au> <43169DD6.7060708@strategicdata.com.au> Message-ID: <20050901084146.GM7619@bestpractical.com> On Thu, Sep 01, 2005 at 04:21:10PM +1000, Adam Clarke wrote: > Shen, Tyler wrote: > >We want to > >forward the ticket to the right queue. How do we do that. Any > >suggestions are welcome. Thanks in advance! > > You can reassign the queue from the "Jumbo" view. Alternatively, from the "Basics" page From JPriddy at thegoldensource.com Thu Sep 1 04:41:56 2005 From: JPriddy at thegoldensource.com (Priddy, John) Date: Thu, 1 Sep 2005 04:41:56 -0400 Subject: [rt-users] E-mail problems Message-ID: <86B3F258E53EB94CB2FC7B1CA6CA6EF4B5DE56@usexnode2.ftisoftus.com> Did you put or link rt-mailgate in /etc/smrsh? This is more or less required (out of the box) when running rhel I think... Its been a long time since I set up ours, but were running rhel3 and I distinctly remember this 'problem' and the solution was to link from /etc/smrsh among some other sendmail tom foolery. How about using rt-mailgate manually? Can you create tickets that way? How about the rt logs? -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Frank Saxton Sent: Thursday, September 01, 2005 3:30 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] E-mail problems Nothing worth having comes easy :) New RT3.4.4 on RHEL4 install RT is working file but isn't creating tickets that come in as e-mail /etc/aliases: # The Tek queue # Tek-noc: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitoring.com/rt/" Tek-noc-comment: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action comment --url http://frankie.vigilancemonitoring.com/rt/" /var/log/maillog: Sep 1 00:26:41 frankie sendmail[15127]: j817QeAX015127: from=, size=633, class=0, nrcpts=1, msgid=<5.2.0.9.0.20050901002558.03f84878 at mail. aracnet.com>, proto=ESMTP, daemon=MTA, relay=jade.aracnet.com [216.99.193.136] Sep 1 00:26:41 frankie sendmail[15128]: j817QeAX015127: to="|/opt/rt3/bin/rt-ma ilgate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitor ing.com/rt/", ctladdr= (8/0), delay=00: 00:00, xdelay=00:00:00, mailer=prog, pri=30869, dsn=4.0.0, stat=Deferred: prog m ailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Sep 1 00:27:04 frankie sendmail[15130]: j817QeAX015127: to="|/opt/rt3/bin/rt-ma ilgate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitor ing.com/rt/", ctladdr= (8/0), delay=00: 00:23, xdelay=00:00:00, mailer=prog, pri=120869, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL Sep 1 00:27:05 frankie sendmail[15130]: j81795aP015094: to="|/opt/rt3/bin/rt-ma ilgate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitor ing.com/rt/", ctladdr= (8/0), delay=00: 17:54, xdelay=00:00:00, mailer=prog, pri=121866, dsn=4.0.0, stat=Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 hilde.rafaelsen at cc.uit.no Thu Sep 1 05:07:26 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Thu, 1 Sep 2005 11:07:26 +0200 Subject: SV: [rt-users] Table relations in RT Message-ID: Hi, We want to have a registration form outside RT where users can registrate and report about problems. The reason we want this is because some users (we are at a university) use the phone instead of using RT and email. The info the user registrates in the application form is registrated in the RT database and will pop up as a new ticket in our main queue. I know it is not recommended to interact directly with the database, but the application form is strongly wanted from my leaders. Hilde -----Opprinnelig melding----- Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sendt: 31. august 2005 17:32 Til: Hilde T Lauvset Rafaelsen Kopi: rt-users at lists.bestpractical.com Emne: Re: [rt-users] Table relations in RT On 8/31/05, Hilde T Lauvset Rafaelsen wrote: > Hi, > > When a new Ticket is created in RT which tables are updated? Is a new item insertet in Principals, CachedGroupMembers, GroupMembers and Groups every time a new ticket is created? Yes, RT always creates role groups while Ticket creation. > > I have looked at the RT database schema and tried to analyze the relation between all tables, but isn't 100% sure I understand everything. It would have been helpful if I could have looked at an insert example, but I don't know where all the insert, select and delete queries are hide in RT. > Did you see DBSchema on the wiki? > Hope anyone can help me here. I think no one can help you becuase we don't know what are you trying to do. Direct interactions with RT DB are not recommended. RT development process doesn't guaranty any compatibility of the DB schema in future versions. RT API is backward-compatible in most cases. > > -- > Hilde > -- Best regards, Ruslan. From hilde.rafaelsen at cc.uit.no Thu Sep 1 05:44:07 2005 From: hilde.rafaelsen at cc.uit.no (Hilde T Lauvset Rafaelsen) Date: Thu, 1 Sep 2005 11:44:07 +0200 Subject: SV: [rt-users] Table relations in RT Message-ID: Where can I find this Perl API? Ant the other interfaces? Hilde -----Opprinnelig melding----- Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sendt: 1. september 2005 11:36 Til: Hilde T Lauvset Rafaelsen Emne: Re: [rt-users] Table relations in RT Specially for you there is Perl API that allow you to create tickets. Also there is REST/Atom interfaces, mailgate and rt_cli. On 9/1/05, Hilde T Lauvset Rafaelsen wrote: > Hi, > > We want to have a registration form outside RT where users can > registrate and report about problems. The reason we want this is > because some users (we are at a university) use the phone instead of > using RT and email. > > The info the user registrates in the application form is registrated > in the RT database and will pop up as a new ticket in our main queue. > > I know it is not recommended to interact directly with the database, > but the application form is strongly wanted from my leaders. > > Hilde > > -----Opprinnelig melding----- > Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sendt: 31. august 2005 17:32 > Til: Hilde T Lauvset Rafaelsen > Kopi: rt-users at lists.bestpractical.com > Emne: Re: [rt-users] Table relations in RT > > On 8/31/05, Hilde T Lauvset Rafaelsen wrote: > > Hi, > > > > When a new Ticket is created in RT which tables are updated? Is a > > new > item insertet in Principals, CachedGroupMembers, GroupMembers and > Groups every time a new ticket is created? > Yes, RT always creates role groups while Ticket creation. > > > > > I have looked at the RT database schema and tried to analyze the > relation between all tables, but isn't 100% sure I understand > everything. It would have been helpful if I could have looked at an > insert example, but I don't know where all the insert, select and > delete queries are hide in RT. > > > Did you see DBSchema on the wiki? > > > Hope anyone can help me here. > I think no one can help you becuase we don't know what are you trying > to do. Direct interactions with RT DB are not recommended. RT > development process doesn't guaranty any compatibility of the DB > schema in future versions. RT API is backward-compatible in most cases. > > > > > -- > > Hilde > > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Sep 1 06:11:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 14:11:15 +0400 Subject: [rt-users] Table relations in RT In-Reply-To: References: Message-ID: <589c94400509010311159ccae3@mail.gmail.com> Please, search lists archive for "form", "create ticket" and other keywords. There were several solutions posted and also described how to use different RT interfaces. RT also has wiki with a lot of useful documentation and contributions. On 9/1/05, Hilde T Lauvset Rafaelsen wrote: > Where can I find this Perl API? Ant the other interfaces? > > Hilde > > -----Opprinnelig melding----- > Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sendt: 1. september 2005 11:36 > Til: Hilde T Lauvset Rafaelsen > Emne: Re: [rt-users] Table relations in RT > > Specially for you there is Perl API that allow you to create tickets. > Also there is REST/Atom interfaces, mailgate and rt_cli. > > On 9/1/05, Hilde T Lauvset Rafaelsen wrote: > > Hi, > > > > We want to have a registration form outside RT where users can > > registrate and report about problems. The reason we want this is > > because some users (we are at a university) use the phone instead of > > using RT and email. > > > > The info the user registrates in the application form is registrated > > in the RT database and will pop up as a new ticket in our main queue. > > > > I know it is not recommended to interact directly with the database, > > but the application form is strongly wanted from my leaders. > > > > Hilde > > > > -----Opprinnelig melding----- > > Fra: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sendt: 31. august 2005 17:32 > > Til: Hilde T Lauvset Rafaelsen > > Kopi: rt-users at lists.bestpractical.com > > Emne: Re: [rt-users] Table relations in RT > > > > On 8/31/05, Hilde T Lauvset Rafaelsen > wrote: > > > Hi, > > > > > > When a new Ticket is created in RT which tables are updated? Is a > > > new > > item insertet in Principals, CachedGroupMembers, GroupMembers and > > Groups every time a new ticket is created? > > Yes, RT always creates role groups while Ticket creation. > > > > > > > > I have looked at the RT database schema and tried to analyze the > > relation between all tables, but isn't 100% sure I understand > > everything. It would have been helpful if I could have looked at an > > insert example, but I don't know where all the insert, select and > > delete queries are hide in RT. > > > > > Did you see DBSchema on the wiki? > > > > > Hope anyone can help me here. > > I think no one can help you becuase we don't know what are you trying > > to do. Direct interactions with RT DB are not recommended. RT > > development process doesn't guaranty any compatibility of the DB > > schema in future versions. RT API is backward-compatible in most > cases. > > > > > > > > -- > > > Hilde > > > > > > > -- > > Best regards, Ruslan. > > > > > > > -- > Best regards, Ruslan. > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Sep 1 06:17:22 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 14:17:22 +0400 Subject: [rt-users] Help on Searching Comments In-Reply-To: <40883.170.148.10.46.1125556519.squirrel@170.148.10.46> References: <40883.170.148.10.46.1125556519.squirrel@170.148.10.46> Message-ID: <589c94400509010317117793ec@mail.gmail.com> On 9/1/05, John Oliver wrote: > We recently switched to RT for project management where I work. One of the > big advantages to using this system was for time management. Now, the > system has been in place for about a month and I need to go back through > and see all the work that I have done in the past month. I posted comments > and time worked on various projects (Some that I owned, some that I > didn't). > > I have used the query builder and its several options, but there does not > appear to be any formulas for outputing results. Does anyone already do > this? Basically I need the following. > > List all comments from user X between 8/1/2005 and 8/31/2005 for all > tickets in [queue] regardless of status and ownership. You can't build this report with clear RT WebUI, but this type of report is easy to implement as new page. If you can't hack RT yourself then you can ask for help at sales at bestpractical.com. > > > I have spent hours looking at all the mailing list archives and have > searched the wiki and related resources. Any help would be appreciated. > There are about 25 of us where I work that desperately need this time of > reporting. > > -John Oliver > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 bjorn at 247ms.com Thu Sep 1 06:28:25 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Thu, 1 Sep 2005 12:28:25 +0200 Subject: [rt-users] Issues with rich formatted mails Message-ID: <28612698BFE51241AB8EF079C3230A8B094C7B@EXC-1.247ms.com> > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > What is "rich formatted" text? Is it html? Or .rtf > attachment? HTML from Outlook or "Rich text" from gmail. Haven't tried other options. > Does email source have text/plain alternative > part of the "rich formatted" > part? Hmm.. Not sure. I would say it does, atleast RT has a plain text alternative stored as a downloadable item. > On 8/31/05, Bj?rn Skovlund Ryd?n wrote: > > Hi > > > > I've tried using the SetTicketPropertiesViaMail, in a > slightly modified version. After a bit of troubleshooting, I > found that it has serious issues with rich formatted texts. > > $self->TransactionObj->Attachments->First->Content doesn't > return any text if it's a rich format email. How would I go > about fixing this? From ruslan.zakirov at gmail.com Thu Sep 1 06:33:23 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 14:33:23 +0400 Subject: [rt-users] End users Replying to resolved tickets... In-Reply-To: <4316B4B8.5090507@cyberpro.com.au> References: <4316B4B8.5090507@cyberpro.com.au> Message-ID: <589c944005090103336c1fdd17@mail.gmail.com> On 9/1/05, Les Stott wrote: > Hi All, > > one of the most annoying things for us is when we close of a ticket and > send a reply (along with the standard resolved ticket response) to an > end user, then quite often reply back with "thanks". Trouble is that it > re-opens the resolved ticket and we have to resolve it again. > Even if we tell them in the reply not to reply unless there is a problem > they dont read it, they don't even read the resolved ticket response > they get which also tells them only to reply if there is still a problem. > > Now that's just the way end-users are, i can accept that, but i thought > i would see if anyone has attempted or done something along the lines > of..... As variant you can override Reply-To mail header in the reply template, but this will prevent all users replies to resolve messages. > > "If a user replies to a resolved ticket with only "thanks" in the body, > accept the message back but dont re-open the ticket. We still see the > email come through but dont need to re-resolve the ticket." Yes, you could do it: * you should create new scrip that resolve ticket if status changes from resolved to open and message contains thanks... * and you also should change resolve scrip because it shouldn't trigger second resolve. You can use examples from wiki as constructor parts, AFAIK there is exist all parts you need on the wiki. > > Could something like this be done? > > Regards, > > Les > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > 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 Sep 1 06:38:58 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 14:38:58 +0400 Subject: [rt-users] Issues with rich formatted mails In-Reply-To: <28612698BFE51241AB8EF079C3230A8B094C7B@EXC-1.247ms.com> References: <28612698BFE51241AB8EF079C3230A8B094C7B@EXC-1.247ms.com> Message-ID: <589c94400509010338f4dad15@mail.gmail.com> On 9/1/05, Bj?rn Skovlund Ryd?n wrote: > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > > What is "rich formatted" text? Is it html? Or .rtf > > attachment? > > HTML from Outlook or "Rich text" from gmail. Haven't tried other options. > > > Does email source have text/plain alternative > > part of the "rich formatted" > > part? > > Hmm.. Not sure. I would say it does, atleast RT has a plain text alternative stored as a downloadable item. So you need something like: ... my $attachs = $self->TransactionObj->Attachments; my $attach; while( my $a = attachs->Next ) { if( $a->ContentType eq 'text/plain' ) { $attach = $a; last } } return( 0, "Couldn't find text attachment" ) unless $attach; ... in this code you should use $attach->Content as message content. ... I didn't test this code, but something like this should work. > > > On 8/31/05, Bj?rn Skovlund Ryd?n wrote: > > > Hi > > > > > > I've tried using the SetTicketPropertiesViaMail, in a > > slightly modified version. After a bit of troubleshooting, I > > found that it has serious issues with rich formatted texts. > > > $self->TransactionObj->Attachments->First->Content doesn't > > return any text if it's a rich format email. How would I go > > about fixing this? > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Sep 1 06:50:03 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 14:50:03 +0400 Subject: [rt-users] Web config question In-Reply-To: <5.2.0.9.0.20050831235108.03f85818@wheresmymailserver.com> References: <5.2.0.9.0.20050831235108.03f85818@wheresmymailserver.com> Message-ID: <589c94400509010350319eec9b@mail.gmail.com> You can use ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ so RT URI would be http://xxx/rt, don't forget change RT config to $Web* config options. On 9/1/05, Frank Saxton wrote: > Follow up: > > If I comment out ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > my other stuff starts working but RT breaks > ****************************************************************************** > > My new RT install seems to be working swell. But in the process, I managed > to break a few legacy things. I'm guessing it's something wrong in the > below settings. Specifically, perhaps the directory directives? > > Could someone have a look and see if I have something out of order? > > TIA! > > # > FastCgiIpcDir /tmp > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 > # > # NameVirtualHost frankie.vigilancemonitoring.com:80 > > ServerAdmin Frankie at Easyrider.com > ServerName frankie.vigilancemonitoring.com > DocumentRoot /opt/rt3/share/html/ > AddHandler fastcgi-script fcgi > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > # > AddDefaultCharset UTF-8 > SetHandler fastcgi-script > # > > > Options FollowSymLinks ExecCGI > AllowOverride None > > # Pass through requests to for noauth > # Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > # ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 atossava at cc.helsinki.fi Thu Sep 1 07:16:52 2005 From: atossava at cc.helsinki.fi (Atro Tossavainen) Date: Thu, 1 Sep 2005 14:16:52 +0300 (EEST) Subject: [rt-users] MIME issues with Subject in RT-RT interaction In-Reply-To: <20050831084151.GW31788@bestpractical.com> References: <20050831084151.GW31788@bestpractical.com> Message-ID: > I could easily believe this. It's probably worth upgrading that 2.0.6 to > a newer RT. I've been holding back on this for such a long time... Maybe I should, then. :-) -- Atro Tossavainen (Mr.) / The Institute of Biotechnology at Systems Analyst, Techno-Amish & / the University of Helsinki, Finland, +358-9-19158939 UNIX Dinosaur / employs me, but my opinions are my own. < URL : http : / / www . helsinki . fi / %7E atossava / > NO FILE ATTACHMENTS From trs at bestpractical.com Thu Sep 1 08:36:56 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Thu, 01 Sep 2005 08:36:56 -0400 Subject: [rt-users] Logout error In-Reply-To: <4315E3FA.5050600@thebellfamily.com> References: <431494B8.50007@thebellfamily.com> <4314BF7B.5050900@bestpractical.com> <4314C846.5060105@thebellfamily.com> <4315A14D.7080302@bestpractical.com> <4315E3FA.5050600@thebellfamily.com> Message-ID: <4316F5E8.5070709@bestpractical.com> [ For future knowledge, please send replies to the list as well. ] Robert Bell wrote: > Ok so running standalone_httpd does fix the logout page AND the "Choose > Date" This leads me to believe it's probably a problem with your Apache setup, though what the problem is isn't entirely clear to me at the moment. Tom From rmreis at cpqd.com.br Thu Sep 1 09:22:46 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Thu, 1 Sep 2005 10:22:46 -0300 Subject: [rt-users] Changing only Ticket's Status Message-ID: Hello All, I'd like to know if it's possible to allow a user to change ONLY ticket's status, cause if I grant "ModifyTicket", this user will be able to change others attributes (queue, owner, etc.). I think that it's possible through scrips... but I still haven't knowledge to do it :) !! Thanks in advance! 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 robert at thebellfamily.com Thu Sep 1 11:00:57 2005 From: robert at thebellfamily.com (Robert Bell) Date: Thu, 01 Sep 2005 08:00:57 -0700 Subject: [rt-users] RTFM & asset tracker vs. Mason 1.3101 In-Reply-To: <20050901080755.GL7619@bestpractical.com> References: <1125511988.25218.99.camel@moola.futuresource.com> <20050901080755.GL7619@bestpractical.com> Message-ID: <431717A9.20701@thebellfamily.com> An HTML attachment was scrubbed... URL: From jra at baylink.com Thu Sep 1 11:08:03 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Thu, 1 Sep 2005 11:08:03 -0400 Subject: SV: [rt-users] Table relations in RT In-Reply-To: ; from Hilde T Lauvset Rafaelsen on Thu, Sep 01, 2005 at 11:07:26AM +0200 References: Message-ID: <20050901110803.D6924@cgi.jachomes.com> On Thu, Sep 01, 2005 at 11:07:26AM +0200, Hilde T Lauvset Rafaelsen wrote: > We want to have a registration form outside RT where users can > registrate and report about problems. The reason we want this is because > some users (we are at a university) use the phone instead of using RT > and email. > > The info the user registrates in the application form is registrated in > the RT database and will pop up as a new ticket in our main queue. > > I know it is not recommended to interact directly with the database, but > the application form is strongly wanted from my leaders. The easiest way to do this, and several people have reported doing so on the list, is to create a webform that sends an email to the appropriate queue address in RT. You'll want to validate some things, of course. This is an excellent way to make sure your original ticket opening email contains enough information to get the work done, since your form and email script can be as complex as seems warranted, while requiring almost no knowledge of RT internals, not hacking on the code or databases. 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 Thu Sep 1 11:26:20 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 1 Sep 2005 11:26:20 -0400 Subject: [rt-users] RTFM & asset tracker vs. Mason 1.3101 In-Reply-To: <431717A9.20701@thebellfamily.com> References: <1125511988.25218.99.camel@moola.futuresource.com> <20050901080755.GL7619@bestpractical.com> <431717A9.20701@thebellfamily.com> Message-ID: <20050901152620.GI1557@bestpractical.com> On Thu, Sep 01, 2005 at 08:00:57AM -0700, Robert Bell wrote: > Upgrade to RT 3.4.4. Mason 1.3 broke the callbacks API. > > Has this been fixed in 3.5.2 as well? RTFM doesn't show up under 3.52 with > Mason 1.3101 No, not yet. RT 3.5 is still very much a development version and I'm only half-done with the mergedown from 3.4 -- From araujo at crc.dcc.ufmg.br Thu Sep 1 10:59:34 2005 From: araujo at crc.dcc.ufmg.br (Thiago Araujo) Date: Thu, 01 Sep 2005 11:59:34 -0300 Subject: [rt-users] Every time i open Update.html, new empty transaction appears In-Reply-To: <20050830120140.GC23469@snowcrash.tpb.net> References: <1107220988.13847.8.camel@rickm.local> <20050830064150.GR31788@bestpractical.com> <51404693750.20050830152903@metabuilder.ru> <20050830120140.GC23469@snowcrash.tpb.net> Message-ID: <43171756.90900@crc.dcc.ufmg.br> I'm having the same problem, using mysql5.0.9, rt3.2.2 , perl5.8.7, mod_perl and apache2 from BSD Ports. I tried both with innodb and with it's options comment on /etc/my.cnf but the creation of empties comments/replies on access to Update.html persists. Do I have to recompile mysql without innodb? Any other thing might be causing this problem? Thanks in advance, -- Thiago Niels Bakker wrote: > * mna at metabuilder.ru (Nikolay Martynov) [Tue 30 Aug 2005, 13:41 CEST]: >> With this lines in Update.html every page open brings to a new RT >> Correpondence with empty Attachment: > > You're probably not running MySQL without InnoDB, which is a requirement > for the version of RT you're using. Upgrade your tables. > > > -- Niels. > From bjorn at 247ms.com Thu Sep 1 11:36:40 2005 From: bjorn at 247ms.com (=?iso-8859-1?Q?Bj=F8rn_Skovlund_Ryd=E9n?=) Date: Thu, 1 Sep 2005 17:36:40 +0200 Subject: [rt-users] Issues with rich formatted mails Message-ID: <28612698BFE51241AB8EF079C3230A8B094CC8@EXC-1.247ms.com> > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > So you need something like: > ... > my $attachs = $self->TransactionObj->Attachments; > my $attach; > while( my $a = attachs->Next ) { > if( $a->ContentType eq 'text/plain' ) { $attach = $a; last > } } return( 0, "Couldn't find text attachment" ) unless $attach; ... > in this code you should use $attach->Content as message content. > ... This helped me find the right solution. When I did it just like this, it wouldnt take non-rich mails, but I combined with the way I did it earlier that didnt work with rich texts. I have added my scrip in the bottom of this page: http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail Cheers and thanks, Bjorn From coopermj at muohio.edu Thu Sep 1 11:42:28 2005 From: coopermj at muohio.edu (Micah Cooper) Date: Thu, 1 Sep 2005 11:42:28 -0400 Subject: [rt-users] Installation problem Message-ID: <6BF05618-7E27-4EF7-B40C-BB92A9594697@muohio.edu> Attempting fresh installation of RT 3.4.4 (along with 3.5.2 just in case) onto Mac OS X 10.4.2 Server with Oracle 10g (10.1.0.3.0). All dependencies installed successfully, make install returns cleanly. make initdb fails, however, with the following: Checking for existing system user...not found. This appears to be a new installation. Creating system user...[Thu Sep 1 11:45:39 2005] [crit]: Found a principal () that was neither a user nor a group (/usr/local/rt/lib/ RT/Principal_Overlay.pm:127) [Thu Sep 1 11:45:39 2005] [crit]: Can't call method "Id" on an undefined value at /usr/local/rt/lib/RT/Group_Overlay.pm line 574. (/usr/local/rt/lib/RT.pm:293) make: *** [initialize-database] Error 255 SELECT * FROM RT.PRINCIPALS returned no rows. Configure options: ./configure --prefix /usr/local/rt --with-db-type=Oracle --with-db- dba=rt --with-db-database=easit --with-db-rt-user=rt --with-db-rt- pass=pass Any suggestions? This is actually a dry run for a migration target -- I hope to migrate from Postgres/Fedora, so if principal creation is failing that would be resolved by sucking in data from postgres, that will happen eventually. Thanks! -Micah -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 3720 bytes Desc: not available URL: From frankie at easyrider.com Thu Sep 1 12:05:23 2005 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 01 Sep 2005 09:05:23 -0700 Subject: [rt-users] E-mail problems In-Reply-To: <86B3F258E53EB94CB2FC7B1CA6CA6EF4B5DE56@usexnode2.ftisoftus .com> Message-ID: <5.2.0.9.0.20050901085917.00ab9d40@mail.aracnet.com> Hello John, Yes, I followed the instructions very closely... copied rt-mailgate to /etc/smrsh I can enter tickets manually thorugh the RT GUI but the RT mail piece is prety much broken. Sendmail itself seems to be just fine though. Don;t know how to manually run rt-mailgate. Following is a maillog entry and running rt-mailgate manually that hung. I'm sure I used the wrong syntax though. /opt/rt3/var/log is empty. Other logs I should look at? Sep 1 08:55:36 frankie sendmail[21801]: j81FtKaD021801: from=, size=633, class=0, nrcpts=1, msgid=<5.2.0.9.0.20050901085458.04045300 at mail. aracnet.com>, proto=ESMTP, daemon=MTA, relay=jade.aracnet.com [216.99.193.136] Sep 1 08:55:36 frankie sendmail[21802]: j81FtKaD021801: to="|/etc/smrsh/rt-mail gate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitorin g.com/rt/", ctladdr= (8/0), delay=00:00 :00, xdelay=00:00:00, mailer=prog, pri=30869, dsn=4.0.0, stat=Deferred: prog mai ler (/usr/sbin/smrsh) exited with EX_TEMPFAIL [root at frankie rt-3.4.4]# /etc/smrsh/rt-mailgate --queue Tek-noc --action corresp ond --url http://frankie.vigilancemonitoring.com/rt/ [root at frankie rt-3.4.4]# At 04:41 AM 9/1/2005 -0400, Priddy, John wrote: >Did you put or link rt-mailgate in /etc/smrsh? This is more or less >required (out of the box) when running rhel I think... Its been a long >time since I set up ours, but were running rhel3 and I distinctly >remember this 'problem' and the solution was to link from /etc/smrsh >among some other sendmail tom foolery. > >How about using rt-mailgate manually? Can you create tickets that way? >How about the rt logs? > >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Frank >Saxton >Sent: Thursday, September 01, 2005 3:30 AM >To: rt-users at lists.bestpractical.com >Subject: [rt-users] E-mail problems > >Nothing worth having comes easy :) > >New RT3.4.4 on RHEL4 install > >RT is working file but isn't creating tickets that come in as e-mail > >/etc/aliases: > ># The Tek queue ># >Tek-noc: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action >correspond >--url > http://frankie.vigilancemonitoring.com/rt/" >Tek-noc-comment: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action >comment >--url http://frankie.vigilancemonitoring.com/rt/" > >/var/log/maillog: > >Sep 1 00:26:41 frankie sendmail[15127]: j817QeAX015127: >from=om>, size=633, class=0, nrcpts=1, >msgid=<5.2.0.9.0.20050901002558.03f84878 at mail. >aracnet.com>, proto=ESMTP, daemon=MTA, relay=jade.aracnet.com >[216.99.193.136] >Sep 1 00:26:41 frankie sendmail[15128]: j817QeAX015127: >to="|/opt/rt3/bin/rt-ma >ilgate --queue Tek-noc --action correspond --url >http://frankie.vigilancemonitor >ing.com/rt/", ctladdr= (8/0), >delay=00: >00:00, xdelay=00:00:00, mailer=prog, pri=30869, dsn=4.0.0, >stat=Deferred: >prog m >ailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL >Sep 1 00:27:04 frankie sendmail[15130]: j817QeAX015127: >to="|/opt/rt3/bin/rt-ma >ilgate --queue Tek-noc --action correspond --url >http://frankie.vigilancemonitor >ing.com/rt/", ctladdr= (8/0), >delay=00: >00:23, xdelay=00:00:00, mailer=prog, pri=120869, dsn=4.0.0, >stat=Deferred: prog >mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL >Sep 1 00:27:05 frankie sendmail[15130]: j81795aP015094: >to="|/opt/rt3/bin/rt-ma >ilgate --queue Tek-noc --action correspond --url >http://frankie.vigilancemonitor >ing.com/rt/", ctladdr= (8/0), >delay=00: >17:54, xdelay=00:00:00, mailer=prog, pri=121866, dsn=4.0.0, >stat=Deferred: prog >mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at 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 frankie at easyrider.com Thu Sep 1 12:16:35 2005 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 01 Sep 2005 09:16:35 -0700 Subject: [rt-users] Web config question In-Reply-To: <589c94400509010350319eec9b@mail.gmail.com> References: <5.2.0.9.0.20050831235108.03f85818@wheresmymailserver.com> <5.2.0.9.0.20050831235108.03f85818@wheresmymailserver.com> Message-ID: <5.2.0.9.0.20050901090806.0400f118@mail.aracnet.com> Changing: ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ to ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ causes the same problem as simply removing the line (fixes the rest of apache, breaks RT Also, if I set /opt/rt3/etc/RT_SiteConfig.pm Set($WebPath , "/rt/"); instead of Set($WebPath , ""); It breaks RT Set($WebBaseURL , "http://frankie.vigilancemonitoring.com:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); At 02:50 PM 9/1/2005 +0400, you wrote: >You can use >ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ >so RT URI would be http://xxx/rt, don't forget change RT config to >$Web* config options. > >On 9/1/05, Frank Saxton wrote: > > Follow up: > > > > If I comment out ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > my other stuff starts working but RT breaks > > > ****************************************************************************** > > > > My new RT install seems to be working swell. But in the process, I managed > > to break a few legacy things. I'm guessing it's something wrong in the > > below settings. Specifically, perhaps the directory directives? > > > > Could someone have a look and see if I have something out of order? > > > > TIA! > > > > # > > FastCgiIpcDir /tmp > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > -processes 4 > > # > > # NameVirtualHost frankie.vigilancemonitoring.com:80 > > > > ServerAdmin Frankie at Easyrider.com > > ServerName frankie.vigilancemonitoring.com > > DocumentRoot /opt/rt3/share/html/ > > AddHandler fastcgi-script fcgi > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > # > > AddDefaultCharset UTF-8 > > SetHandler fastcgi-script > > # > > > > > > Options FollowSymLinks ExecCGI > > AllowOverride None > > > > # Pass through requests to for noauth > > # Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > > # ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at 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 frankie at easyrider.com Thu Sep 1 12:41:41 2005 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 01 Sep 2005 09:41:41 -0700 Subject: [rt-users] E-mail mailgate problems Message-ID: <5.2.0.9.0.20050901093855.0409e5f0@wheresmymailserver.com> If I create a ticket manually (via the GUI) and then add someone to the cc list, when I reply to the ticket the e-mail is sent out just fine. Non-RT mail seems to be fine as well Mail sent to rt-mailgate fails: Sep 1 09:35:57 frankie sendmail[22069]: j81FtKaD021801: to="|/etc/smrsh/rt-mail gate --queue Tek-noc --action correspond --url http://frankie.vigilancemonitorin g.com/rt/", ctladdr= (8/0), delay=00:40 :21, xdelay=00:00:01, mailer=prog, pri=660869, dsn=4.0.0, stat=Deferred: prog ma iler (/usr/sbin/smrsh) exited with EX_TEMPFAIL Received a bounce message from the new RT server: could not find component for initial path '/rt/REST/1.0/NoAuth/mail-gateway' (component roots are: '/opt/rt3/local/html', '/opt/rt3/share/html') I seem to recall something like this but not nearly as bad the last time I built RT on RHEL4 too... From mhi at porsche.de Thu Sep 1 12:49:30 2005 From: mhi at porsche.de (Michael Ionescu) Date: Thu, 01 Sep 2005 18:49:30 +0200 Subject: [rt-users] Howto for Debian/Oracle Message-ID: <4317311A.2010305@porsche.de> Hi all, looking at the READMEs, the wiki and the list-archives I'm kind of surprised to only find mention of RT working with Oracle and debian being the easiest platform to install RT on, but not finding any concrete information on how to install RT on debian and get it to work with a remote Oracle DB. A db-admin has set up a user/rights/tablespace according to the README.Oracle for me and a unix-admin has installed the RT debian package on another machine for me. As the db-user has all the privileges mentioned in the readme, I take it this user can be given as the db-admin-user in the RT config. Are there any more prerequisites? Can anyone point me to a howto or a recipe for the RT-Debian/Oracle combination? Thanks, Michael From kballing at sci.utah.edu Thu Sep 1 13:10:50 2005 From: kballing at sci.utah.edu (Kyle Balling) Date: Thu, 01 Sep 2005 11:10:50 -0600 Subject: [rt-users] [Fwd: Multiple email addresses for a single login name] In-Reply-To: <589c944005083114032c65cf5b@mail.gmail.com> References: <4315FF83.1060203@sci.utah.edu> <589c944005083114032c65cf5b@mail.gmail.com> Message-ID: <4317361A.3060302@sci.utah.edu> Thanks for all the input, Yes I have looked into the CanonicalizeEmail stuff, but the problem is that the emails come from many different domain, mostly known, but a few that are unknow. Really the task is to bypass the error when RT tries to autocreate a user on email submission. In other words, even if it errors out, go ahead and create the ticket and assume the user name to be correct. Ruslan Zakirov wrote: >On 8/31/05, Kyle Balling wrote: > > >>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. >> >> >If blah.org is known domain then you can do it. If it random domain >for example Joe's free email address, but Bob uses another domain, >then no. > >In the first case you can use $RT::CanonicalizeEmailAddressMatch and >$RT::CanonicalizeEmailAddressReplace RT config options, see inline >descriptions in RT config and search for examples on the wiki and in >the lists archive. > > > >> 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 >> >> >> > > > > From les at futuresource.com Thu Sep 1 13:30:51 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 01 Sep 2005 12:30:51 -0500 Subject: [rt-users] RTFM & asset tracker vs. Mason 1.3101 In-Reply-To: <20050901080755.GL7619@bestpractical.com> References: <1125511988.25218.99.camel@moola.futuresource.com> <20050901080755.GL7619@bestpractical.com> Message-ID: <1125595850.7544.16.camel@moola.futuresource.com> On Thu, 2005-09-01 at 03:07, Jesse Vincent wrote: > > On Wed, Aug 31, 2005 at 01:13:08PM -0500, Les Mikesell wrote: > > RTFM and asset tracker don't show up at all under Mason 1.3101 (Centos4, > > fastcgi), but work under Mason 1.28. Am I missing a needed update to > > some other module or is this a known problem? > > > Upgrade to RT 3.4.4. Mason 1.3 broke the callbacks API. Thanks - that install pulled in a new DBIx::Searchbuilder, but still doesn't show RTFM & asset tracker unless I back down to Mason 1.28. I'm trying to set up a test box with current stuff so there is not a huge rush to make this work, but what versions of RT/RTFM/asset tracker are supposed to work together? -- Les Mikesell les at futuresource.com From rgeller at lnrproperty.com Thu Sep 1 13:19:11 2005 From: rgeller at lnrproperty.com (Robert Geller) Date: Thu, 1 Sep 2005 13:19:11 -0400 Subject: [rt-users] Install issues Message-ID: <98AD22EA8D3D154E96391B1FA863722555B6DA@crpsrv40.lnrproperty.com> I installed rt on an FC3 host using apache 1.3.33 and mod_perl 1.29. Everything went somewhat smooth, however my apache config is not being accepted. Im am getting the following errors: Invalid command 'PerlModule' Invalid command 'PerlRequire' Invalid command 'PerlHandler' Not sure what is going on... Any ideas? Thanks -Rob ServerAdmin root at localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason #Alias /NoAuth/images/ /www/rt3/share/html/NoAuth/images/ #FastCgiIpcDir /tmp #FastCgiServer /www/rt3/bin/mason_handler.fcgi -idle-timeout 120 #AddHandler fastcgi-script fcgi #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ From todd at chaka.net Thu Sep 1 13:09:46 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 1 Sep 2005 13:09:46 -0400 Subject: [rt-users] RTFM & asset tracker vs. Mason 1.3101 In-Reply-To: <1125595850.7544.16.camel@moola.futuresource.com> References: <1125511988.25218.99.camel@moola.futuresource.com> <20050901080755.GL7619@bestpractical.com> <1125595850.7544.16.camel@moola.futuresource.com> Message-ID: <20050901170946.GA4670@chaka.net> Asset Tracker should work with RT 3.4.x. See the README for patching instructions. -Todd On Thu, Sep 01, 2005 at 12:30:51PM -0500, Les Mikesell wrote: > On Thu, 2005-09-01 at 03:07, Jesse Vincent wrote: > > > > On Wed, Aug 31, 2005 at 01:13:08PM -0500, Les Mikesell wrote: > > > RTFM and asset tracker don't show up at all under Mason 1.3101 (Centos4, > > > fastcgi), but work under Mason 1.28. Am I missing a needed update to > > > some other module or is this a known problem? > > > > > > Upgrade to RT 3.4.4. Mason 1.3 broke the callbacks API. > > Thanks - that install pulled in a new DBIx::Searchbuilder, but still > doesn't show RTFM & asset tracker unless I back down to Mason > 1.28. I'm trying to set up a test box with current stuff so there > is not a huge rush to make this work, but what versions of > RT/RTFM/asset tracker are supposed to work together? > > -- > Les Mikesell > les at futuresource.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 jpriddy at thegoldensource.com Thu Sep 1 14:19:21 2005 From: jpriddy at thegoldensource.com (John Priddy) Date: Thu, 01 Sep 2005 14:19:21 -0400 Subject: [rt-users] E-mail problems In-Reply-To: <5.2.0.9.0.20050901085917.00ab9d40@mail.aracnet.com> References: <5.2.0.9.0.20050901085917.00ab9d40@mail.aracnet.com> Message-ID: <1125598761.8299.18.camel@jpriddy.ftisoftus.com> Try something like: [jpriddy at rt smrsh]$ cat /etc/aliases | /etc/smrsh/rt-mailgate --action correspond --queue techsupport --url http://youripaddresshere This should create a nobody:nobody ticket with no subject and contents of /etc/aliases in this case. I know on my system i _have_ to have the ipaddress for url on /etc/aliases, it would not play nice with just putting rt.domain, maybe you have the same issue? As far as the logs you need to create a /opt/rt3/var/log/rt.log and give it www:www ownership (check your siteconfig for details on setting this up). On Thu, 2005-09-01 at 12:05 -0400, Frank Saxton wrote: > Hello John, > > Yes, I followed the instructions very closely... copied rt-mailgate > to > /etc/smrsh > > I can enter tickets manually thorugh the RT GUI but the RT mail piece > is > prety much broken. Sendmail itself seems to be just fine though. > Don;t > know how to manually run rt-mailgate. Following is a maillog entry > and > running rt-mailgate manually that hung. I'm sure I used the wrong > syntax > though. /opt/rt3/var/log is empty. Other logs I should look at? > > Sep 1 08:55:36 frankie sendmail[21801]: j81FtKaD021801: > from= om>, size=633, class=0, nrcpts=1, > msgid=<5.2.0.9.0.20050901085458.04045300 at mail. > aracnet.com>, proto=ESMTP, daemon=MTA, relay=jade.aracnet.com > [216.99.193.136] > Sep 1 08:55:36 frankie sendmail[21802]: j81FtKaD021801: > to="|/etc/smrsh/rt-mail > gate --queue Tek-noc --action correspond --url > http://frankie.vigilancemonitorin > g.com/rt/", ctladdr= (8/0), > delay=00:00 > :00, xdelay=00:00:00, mailer=prog, pri=30869, dsn=4.0.0, > stat=Deferred: > prog mai > ler (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > [root at frankie rt-3.4.4]# /etc/smrsh/rt-mailgate --queue Tek-noc > --action > corresp > ond --url http://frankie.vigilancemonitoring.com/rt/ > > [root at frankie rt-3.4.4]# > > At 04:41 AM 9/1/2005 -0400, Priddy, John wrote: > >Did you put or link rt-mailgate in /etc/smrsh? This is more or less > >required (out of the box) when running rhel I think... Its been a > long > >time since I set up ours, but were running rhel3 and I distinctly > >remember this 'problem' and the solution was to link > from /etc/smrsh > >among some other sendmail tom foolery. > > > >How about using rt-mailgate manually? Can you create tickets that > way? > >How about the rt logs? > > > >-----Original Message----- > >From: rt-users-bounces at lists.bestpractical.com > >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Frank > >Saxton > >Sent: Thursday, September 01, 2005 3:30 AM > >To: rt-users at lists.bestpractical.com > >Subject: [rt-users] E-mail problems > > > >Nothing worth having comes easy :) > > > >New RT3.4.4 on RHEL4 install > > > >RT is working file but isn't creating tickets that come in as e-mail > > > >/etc/aliases: > > > ># The Tek queue > ># > >Tek-noc: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action > >correspond > >--url > > http://frankie.vigilancemonitoring.com/rt/" > >Tek-noc-comment: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc > --action > >comment > >--url http://frankie.vigilancemonitoring.com/rt/" > > > >/var/log/maillog: > > > >Sep 1 00:26:41 frankie sendmail[15127]: j817QeAX015127: > >from= >om>, size=633, class=0, nrcpts=1, > >msgid=<5.2.0.9.0.20050901002558.03f84878 at mail. > >aracnet.com>, proto=ESMTP, daemon=MTA, relay=jade.aracnet.com > >[216.99.193.136] > >Sep 1 00:26:41 frankie sendmail[15128]: j817QeAX015127: > >to="|/opt/rt3/bin/rt-ma > >ilgate --queue Tek-noc --action correspond --url > >http://frankie.vigilancemonitor > >ing.com/rt/", ctladdr= > (8/0), > >delay=00: > >00:00, xdelay=00:00:00, mailer=prog, pri=30869, dsn=4.0.0, > >stat=Deferred: > >prog m > >ailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > >Sep 1 00:27:04 frankie sendmail[15130]: j817QeAX015127: > >to="|/opt/rt3/bin/rt-ma > >ilgate --queue Tek-noc --action correspond --url > >http://frankie.vigilancemonitor > >ing.com/rt/", ctladdr= > (8/0), > >delay=00: > >00:23, xdelay=00:00:00, mailer=prog, pri=120869, dsn=4.0.0, > >stat=Deferred: prog > >mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > >Sep 1 00:27:05 frankie sendmail[15130]: j81795aP015094: > >to="|/opt/rt3/bin/rt-ma > >ilgate --queue Tek-noc --action correspond --url > >http://frankie.vigilancemonitor > >ing.com/rt/", ctladdr= > (8/0), > >delay=00: > >17:54, xdelay=00:00:00, mailer=prog, pri=121866, dsn=4.0.0, > >stat=Deferred: prog > >mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > >Buy your copy of our new book, RT Essentials, today! > > > >Download a free sample chapter from http://rtbook.bestpractical.com > > > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > >Buy your copy of our new book, RT Essentials, today! > > > >Download a free sample chapter from http://rtbook.bestpractical.com > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From frankie at easyrider.com Thu Sep 1 14:45:23 2005 From: frankie at easyrider.com (Frank Saxton) Date: Thu, 01 Sep 2005 11:45:23 -0700 Subject: [rt-users] E-mail problems In-Reply-To: <1125598761.8299.18.camel@jpriddy.ftisoftus.com> References: <5.2.0.9.0.20050901085917.00ab9d40@mail.aracnet.com> <5.2.0.9.0.20050901085917.00ab9d40@mail.aracnet.com> Message-ID: <5.2.0.9.0.20050901114030.00ab9d40@mail.aracnet.com> Thanks again John! I think I have my e-mail and my GUI issues straightened out now. I wish I could say for certainty what fixed everything but I can't. I made some minor changes to httpd.conf and /opt/rt3/etc/RT_SiteConfig.pm which seemed to take care of it. It was definitely not /etc/smrsh/rt-mailgate though. I seem to recall going down that same rat hole last time too :( Don't know if it was one specific thing or a combination of little things. I didn't make any particularly astounding changes. In any case, RT seems to be a happy camper, at least for the moment. Thanks again! At 02:19 PM 9/1/2005 -0400, John Priddy wrote: >Try something like: > > [jpriddy at rt smrsh]$ cat /etc/aliases | /etc/smrsh/rt-mailgate > --action correspond --queue techsupport --url > http://youripaddresshere > >This should create a nobody:nobody ticket with no subject and contents of >/etc/aliases in this case. I know on my system i _have_ to have the >ipaddress for url on /etc/aliases, it would not play nice with just >putting rt.domain, maybe you have the same issue? > >As far as the logs you need to create a /opt/rt3/var/log/rt.log and give >it www:www ownership (check your siteconfig for details on setting this up). > >On Thu, 2005-09-01 at 12:05 -0400, Frank Saxton wrote: >>Hello John, >> >>Yes, I followed the instructions very closely... copied rt-mailgate to >>/etc/smrsh >> >>I can enter tickets manually thorugh the RT GUI but the RT mail piece is >>prety much broken. Sendmail itself seems to be just fine though. Don;t >>know how to manually run rt-mailgate. Following is a maillog entry and >>running rt-mailgate manually that hung. I'm sure I used the wrong syntax >>though. /opt/rt3/var/log is empty. Other logs I should look at? >> >>Sep 1 08:55:36 frankie sendmail[21801]: j81FtKaD021801: >>from=>om>, size=633, class=0, nrcpts=1, >>msgid=<5.2.0.9.0.20050901085458.04045300 at mail. >>aracnet.com>, proto=ESMTP, daemon=MTA, relay=jade.aracnet.com >>[216.99.193.136] >>Sep 1 08:55:36 frankie sendmail[21802]: j81FtKaD021801: >>to="|/etc/smrsh/rt-mail >>gate --queue Tek-noc --action correspond --url >>http://frankie.vigilancemonitorin >>g.com/rt/", ctladdr= (8/0), >>delay=00:00 >>:00, xdelay=00:00:00, mailer=prog, pri=30869, dsn=4.0.0, stat=Deferred: >>prog mai >>ler (/usr/sbin/smrsh) exited with EX_TEMPFAIL >> >>[root at frankie rt-3.4.4]# /etc/smrsh/rt-mailgate --queue Tek-noc --action >>corresp >>ond --url >>http://frankie.vigilancemonitoring.com/rt/ >> >>[root at frankie rt-3.4.4]# >> >>At 04:41 AM 9/1/2005 -0400, Priddy, John wrote: >> >Did you put or link rt-mailgate in /etc/smrsh? This is more or less >> >required (out of the box) when running rhel I think... Its been a long >> >time since I set up ours, but were running rhel3 and I distinctly >> >remember this 'problem' and the solution was to link from /etc/smrsh >> >among some other sendmail tom foolery. >> > >> >How about using rt-mailgate manually? Can you create tickets that way? >> >How about the rt logs? >> > >> >-----Original Message----- >> >From: rt-users-bounces at lists.bestpractical.com >> >[mailto:rt-users-bounce >> s at lists.bestpractical.com] On Behalf Of Frank >> >Saxton >> >Sent: Thursday, September 01, 2005 3:30 AM >> >To: rt-users at lists.bestpractical.com >> >Subject: [rt-users] E-mail problems >> > >> >Nothing worth having comes easy :) >> > >> >New RT3.4.4 on RHEL4 install >> > >> >RT is working file but isn't creating tickets that come in as e-mail >> > >> >/etc/aliases: >> > >> ># The Tek queue >> ># >> >Tek-noc: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action >> >correspond >> >--url >> > >> http://frankie.vigilancemonitoring.com/rt/" >> >> >Tek-noc-comment: "|/opt/rt3/bin/rt-mailgate --queue Tek-noc --action >> >comment >> >--url >> http://frankie.vigilancemonitoring.com/rt/" >> >> > >> >/var/log/maillog: >> > >> >Sep 1 00:26:41 frankie sendmail[15127]: j817QeAX015127: >> >from=> >om>, size=633, class=0, nrcpts=1, >> >msgid=<5.2.0.9.0.20050901002558.03f84878 at mail. >> >aracnet.com>, proto=ESMTP, daemon=MTA, relay=jade.aracnet.com >> >[216.99.193.136] >> >Sep 1 00:26:41 frankie sendmail[15128]: j817QeAX015127: >> >to="|/opt/rt3/bin/rt-ma >> >ilgate --queue Tek-noc --action correspond --url >> >http://frankie.vigilancemonitor >> >ing.com/rt/", ctladdr= (8/0), >> >delay=00: >> >00:00, xdelay=00:00:00, mailer=prog, pri=30869, dsn=4.0.0, >> >stat=Deferred: >> >prog m >> >ailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL >> >Sep 1 00:27:04 frankie sendmail[15130]: j817QeAX015127: >> >to="|/opt/rt3/bin/rt-ma >> >ilgate --queue Tek-noc --action correspond --url >> >http://frankie.vigilancemonitor >> >ing.com/rt/", ctladdr= (8/0), >> >delay=00: >> >00:23, xdelay=00:00:00, mailer=prog, pri=120869, dsn=4.0.0, >> >stat=Deferred: prog >> >mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL >> >Sep 1 00:27:05 frankie sendmail[15130]: j81795aP015094: >> >to="|/opt/rt3/bin/rt-ma >> >ilgate --queue Tek-noc --action correspond --url >> >http://frankie.vigilancemonitor >> >ing.com/rt/", ctladdr= (8/0), >> >delay=00: >> >17:54, xdelay=00:00:00, mailer=prog, pri=121866, dsn=4.0.0, >> >stat=Deferred: prog >> >mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL >> > >> > >> >_______________________________________________ >> >http:/ >> /lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> >Be sure to check out the RT Wiki at >> 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 Thu Sep 1 15:13:35 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 23:13:35 +0400 Subject: [rt-users] Install issues In-Reply-To: <98AD22EA8D3D154E96391B1FA863722555B6DA@crpsrv40.lnrproperty.com> References: <98AD22EA8D3D154E96391B1FA863722555B6DA@crpsrv40.lnrproperty.com> Message-ID: <589c944005090112132004de15@mail.gmail.com> Please, recheck your apache, because this options it gets from mod_perl and this errors mean that you haven't installed properly mod_perl. If you try to use MP as DSO modules then may be you forgive to LoadModule. As I understand FC3 distributed with Apache2+MP2 rpms so you build A1+MP1 from scratch. You can try step by step instructions http://wiki.bestpractical.com/?ManualApache, I hope this will help you build stable MP1 installation. On 9/1/05, Robert Geller wrote: > > > I installed rt on an FC3 host using apache 1.3.33 and mod_perl 1.29. > Everything went somewhat smooth, however my apache config is not being > accepted. > > Im am getting the following errors: > > Invalid command 'PerlModule' > Invalid command 'PerlRequire' > Invalid command 'PerlHandler' > > Not sure what is going on... > > Any ideas? > > Thanks > > -Rob > > > > ServerAdmin root at localhost > DocumentRoot /opt/rt3/share/html > AddDefaultCharset UTF-8 > PerlModule Apache::DBI > PerlRequire /opt/rt3/bin/webmux.pl > > > SetHandler perl-script > PerlHandler RT::Mason > > > #Alias /NoAuth/images/ /www/rt3/share/html/NoAuth/images/ > > #FastCgiIpcDir /tmp > #FastCgiServer /www/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > #AddHandler fastcgi-script fcgi > #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Sep 1 15:26:35 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 23:26:35 +0400 Subject: [rt-users] Web config question In-Reply-To: <5.2.0.9.0.20050901090806.0400f118@mail.aracnet.com> References: <5.2.0.9.0.20050831235108.03f85818@wheresmymailserver.com> <589c94400509010350319eec9b@mail.gmail.com> <5.2.0.9.0.20050901090806.0400f118@mail.aracnet.com> Message-ID: <589c944005090112266d324b22@mail.gmail.com> AFAIK this should work, but you should change both httpd.conf and RT_SiteConfig.pm at the same time and restart apache(stop and start!). In your httpd conf should be: ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ in RT config: Set($WebPath , "/rt"); RT would be available with http://frankie.vigilancemonitoring.com/rt URL. On 9/1/05, Frank Saxton wrote: > Changing: > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > to > > ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > causes the same problem as simply removing the line (fixes the rest of > apache, breaks RT > > Also, if I set /opt/rt3/etc/RT_SiteConfig.pm > > Set($WebPath , "/rt/"); > > instead of > > Set($WebPath , ""); > > It breaks RT > > Set($WebBaseURL , "http://frankie.vigilancemonitoring.com:80"); > > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > At 02:50 PM 9/1/2005 +0400, you wrote: > >You can use > >ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > >so RT URI would be http://xxx/rt, don't forget change RT config to > >$Web* config options. > > > >On 9/1/05, Frank Saxton wrote: > > > Follow up: > > > > > > If I comment out ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > my other stuff starts working but RT breaks > > > > > ****************************************************************************** > > > > > > My new RT install seems to be working swell. But in the process, I managed > > > to break a few legacy things. I'm guessing it's something wrong in the > > > below settings. Specifically, perhaps the directory directives? > > > > > > Could someone have a look and see if I have something out of order? > > > > > > TIA! > > > > > > # > > > FastCgiIpcDir /tmp > > > FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 120 > > -processes 4 > > > # > > > # NameVirtualHost frankie.vigilancemonitoring.com:80 > > > > > > ServerAdmin Frankie at Easyrider.com > > > ServerName frankie.vigilancemonitoring.com > > > DocumentRoot /opt/rt3/share/html/ > > > AddHandler fastcgi-script fcgi > > > ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ > > > # > > > AddDefaultCharset UTF-8 > > > SetHandler fastcgi-script > > > # > > > > > > > > > Options FollowSymLinks ExecCGI > > > AllowOverride None > > > > > > # Pass through requests to for noauth > > > # Alias /NoAuth/ /opt/rt3/share/html/NoAuth/ > > > # ScriptAlias /rt /opt/rt3/bin/mason_handler.fcgi/ > > > > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at 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 les at futuresource.com Thu Sep 1 15:30:12 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 01 Sep 2005 14:30:12 -0500 Subject: [rt-users] RTFM & asset tracker vs. Mason 1.3101 In-Reply-To: <1125595850.7544.16.camel@moola.futuresource.com> References: <1125511988.25218.99.camel@moola.futuresource.com> <20050901080755.GL7619@bestpractical.com> <1125595850.7544.16.camel@moola.futuresource.com> Message-ID: <1125603011.7544.60.camel@moola.futuresource.com> On Thu, 2005-09-01 at 12:30, Les Mikesell wrote: > > > RTFM and asset tracker don't show up at all under Mason 1.3101 (Centos4, > > > fastcgi), but work under Mason 1.28. Am I missing a needed update to > > > some other module or is this a known problem? > > > > > > Upgrade to RT 3.4.4. Mason 1.3 broke the callbacks API. > > Thanks - that install pulled in a new DBIx::Searchbuilder, but still > doesn't show RTFM & asset tracker unless I back down to Mason > 1.28. I'm trying to set up a test box with current stuff so there > is not a huge rush to make this work, but what versions of > RT/RTFM/asset tracker are supposed to work together? Never mind - I got rid of /opt/rt3 and reinstalled from scratch with RT 3.4.4, RTFM 2.1.40 and AT 1.2.1 and it all shows up now. Maybe I just needed to clear the var/mason/data directory. The only quirk is that 'make install' on asset tracker seems to have cleared the existing database entries. Maybe I should have done an upgrade instead, but the code was sort-of a new install even though the database was already there. Oh well - that's why I'm doing it on a test box... -- Les Mikesell les at futuresource.com From ruslan.zakirov at gmail.com Thu Sep 1 15:33:23 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 23:33:23 +0400 Subject: [rt-users] E-mail mailgate problems In-Reply-To: <5.2.0.9.0.20050901093855.0409e5f0@wheresmymailserver.com> References: <5.2.0.9.0.20050901093855.0409e5f0@wheresmymailserver.com> Message-ID: <589c9440050901123326f8a14b@mail.gmail.com> On 9/1/05, Frank Saxton wrote: > If I create a ticket manually (via the GUI) and then add someone to the cc > list, when I reply to the ticket the e-mail is sent out just fine. > > Non-RT mail seems to be fine as well > > Mail sent to rt-mailgate fails: > > Sep 1 09:35:57 frankie sendmail[22069]: j81FtKaD021801: > to="|/etc/smrsh/rt-mail > gate --queue Tek-noc --action correspond --url > http://frankie.vigilancemonitorin > g.com/rt/", ctladdr= (8/0), > delay=00:40 > :21, xdelay=00:00:01, mailer=prog, pri=660869, dsn=4.0.0, stat=Deferred: > prog ma > iler (/usr/sbin/smrsh) exited with EX_TEMPFAIL > > Received a bounce message from the new RT server: > > could not find component for initial path > '/rt/REST/1.0/NoAuth/mail-gateway' (component roots are: there is shouldn't be '/rt' in this line. See URL option in your alias. It's wrong. You are running RT at http://frankie.vigilancemonitoring.com, but point mailgate to http://frankie.vigilancemonitoring.com/rt > '/opt/rt3/local/html', '/opt/rt3/share/html') > > I seem to recall something like this but not nearly as bad the last time I > built RT on RHEL4 too... > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Sep 1 15:39:15 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 23:39:15 +0400 Subject: [rt-users] Every time i open Update.html, new empty transaction appears In-Reply-To: <43171756.90900@crc.dcc.ufmg.br> References: <1107220988.13847.8.camel@rickm.local> <20050830064150.GR31788@bestpractical.com> <51404693750.20050830152903@metabuilder.ru> <20050830120140.GC23469@snowcrash.tpb.net> <43171756.90900@crc.dcc.ufmg.br> Message-ID: <589c9440050901123935947c7b@mail.gmail.com> On 9/1/05, Thiago Araujo wrote: > I'm having the same problem, using mysql5.0.9, rt3.2.2 , perl5.8.7, > mod_perl and apache2 from BSD Ports. > I tried both with innodb and with it's options comment on /etc/my.cnf > but the creation of empties comments/replies on access to Update.html > persists. If you can run RT with all InnoDB options commented out from my.cnf then your RT DB is not using InnoDB engine, but all RT tables MUST be InnoDB not MyISAM or other. > Do I have to recompile mysql without innodb? MySQL MUST be compiled with InnoDB support. > Any other thing might be causing this problem? > > Thanks in advance, > > -- > Thiago > > Niels Bakker wrote: > > * mna at metabuilder.ru (Nikolay Martynov) [Tue 30 Aug 2005, 13:41 CEST]: > >> With this lines in Update.html every page open brings to a new RT > >> Correpondence with empty Attachment: > > > > You're probably not running MySQL without InnoDB, which is a requirement > > for the version of RT you're using. Upgrade your tables. > > > > > > -- Niels. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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.walsh at ott.sunpub.com Thu Sep 1 15:28:54 2005 From: steve.walsh at ott.sunpub.com (Steve Walsh) Date: Thu, 01 Sep 2005 15:28:54 -0400 Subject: [rt-users] RT 3.4.3 FastCGI Error Message-ID: <43175676.3010201@ott.sunpub.com> Robert, I just got RT 3.4.3 running on FC4 following the Wiki and I'm getting the same error. Have you found a solution to this problem? From ruslan.zakirov at gmail.com Thu Sep 1 15:53:54 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 1 Sep 2005 23:53:54 +0400 Subject: [rt-users] Changing only Ticket's Status In-Reply-To: References: Message-ID: <589c944005090112532886a043@mail.gmail.com> On 9/1/05, Rodolfo de Moraes Reis wrote: > Hello All, > > I'd like to know if it's possible to allow a user to change ONLY ticket's status, cause if I grant "ModifyTicket", this user will be able to change others attributes (queue, owner, etc.). I think that it's possible through scrips... but I still haven't knowledge to do it :) !! Yeah, you are right only ModifyTicket right allow user to change ticket status, but may be you will be satisfied with custom field that is created specially for users. So you create CF 'ExtStatus' with type 'select one value' define values, allow users to change it, select this CF for queues, then you can even define scrips that changes tickets status when user change CF value. > > Thanks in advance! > > 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 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 rgeller at lnrproperty.com Thu Sep 1 15:56:03 2005 From: rgeller at lnrproperty.com (Robert Geller) Date: Thu, 1 Sep 2005 15:56:03 -0400 Subject: [rt-users] RT 3.4.3 FastCGI Error Message-ID: <98AD22EA8D3D154E96391B1FA86372258AE8CC@crpsrv40.lnrproperty.com> Well, I re-did everything also according to the WIKI (using Ruslan variant) and was able to get the mod_perl related stuff working, but not the FastCGI (not sure if that's needed with mod_perl). Apache starts ok, but when hitting ../rt in a browser, I see segmentation faults in the apache error_log. -R -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Steve Walsh Sent: Thursday, September 01, 2005 3:29 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT 3.4.3 FastCGI Error Robert, I just got RT 3.4.3 running on FC4 following the Wiki and I'm getting the same error. Have you found a solution to this problem? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Kevin.OBrien at sonyconnect.com Thu Sep 1 16:01:04 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Thu, 1 Sep 2005 13:01:04 -0700 Subject: [rt-users] Every time i open Update.html, new empty transactionappears Message-ID: It would happen if you are using a scrip in the TransactionBatch stage whose condition is set to either on comment or on correspond. I posted the issue a week ago and received no response. -=Kevin=- -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Thiago Araujo Sent: Thursday, September 01, 2005 8:00 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Every time i open Update.html, new empty transactionappears I'm having the same problem, using mysql5.0.9, rt3.2.2 , perl5.8.7, mod_perl and apache2 from BSD Ports. I tried both with innodb and with it's options comment on /etc/my.cnf but the creation of empties comments/replies on access to Update.html persists. Do I have to recompile mysql without innodb? Any other thing might be causing this problem? Thanks in advance, -- Thiago Niels Bakker wrote: > * mna at metabuilder.ru (Nikolay Martynov) [Tue 30 Aug 2005, 13:41 CEST]: >> With this lines in Update.html every page open brings to a new RT >> Correpondence with empty Attachment: > > You're probably not running MySQL without InnoDB, which is a requirement > for the version of RT you're using. Upgrade your tables. > > > -- Niels. > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From ruslan.zakirov at gmail.com Thu Sep 1 17:02:17 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Sep 2005 01:02:17 +0400 Subject: [rt-users] Install issues In-Reply-To: <98AD22EA8D3D154E96391B1FA86372258AE8CB@crpsrv40.lnrproperty.com> References: <98AD22EA8D3D154E96391B1FA86372258AE8CB@crpsrv40.lnrproperty.com> Message-ID: <589c94400509011402238e1cdf@mail.gmail.com> How did you build mod_perl? As DSO? Or is it static build? If you built as DSO then this could be a reason. On 9/1/05, Robert Geller wrote: > Well, I re-did everything, and I think I got modperl installed properly, > however I get > Segmentation faults when hitting http://my.site/rt3 > > Thu Sep 1 15:46:15 2005] [notice] Apache/1.3.33 (Unix) PHP/4.4.0 > mod_perl/1.29 configured -- resuming normal operations > > [Thu Sep 1 15:46:40 2005] [notice] child pid 10752 exit signal > Segmentation fault (11) > [Thu Sep 1 15:46:40 2005] [notice] child pid 10753 exit signal > Segmentation fault (11) > > > Also, none of the FastCGI directives are working in the config, which I > don't believe I should be using anyway since Im using mod_perl. > > *sigh* > > Thanks in advance, > > -Robert Geller > > LNR Property Corporation > 1601 Washington Avenue > Miami Beach, Florida 33139 > > (305) 695 - 5400 (office main) > (305) 695 - 5829 (office direct) > (786) 382 - 1102 (cell) > > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Thursday, September 01, 2005 3:14 PM > To: Robert Geller > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Install issues > > Please, recheck your apache, because this options it gets from mod_perl > and this errors mean that you haven't installed properly mod_perl. > > If you try to use MP as DSO modules then may be you forgive to > LoadModule. > > As I understand FC3 distributed with Apache2+MP2 rpms so you build > A1+MP1 from scratch. You can try step by step instructions > http://wiki.bestpractical.com/?ManualApache, I hope this will help you > build stable MP1 installation. > > On 9/1/05, Robert Geller wrote: > > > > > > I installed rt on an FC3 host using apache 1.3.33 and mod_perl 1.29. > > Everything went somewhat smooth, however my apache config is not being > > > accepted. > > > > Im am getting the following errors: > > > > Invalid command 'PerlModule' > > Invalid command 'PerlRequire' > > Invalid command 'PerlHandler' > > > > Not sure what is going on... > > > > Any ideas? > > > > Thanks > > > > -Rob > > > > > > > > ServerAdmin root at localhost > > DocumentRoot /opt/rt3/share/html > > AddDefaultCharset UTF-8 > > PerlModule Apache::DBI > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > SetHandler perl-script > > PerlHandler RT::Mason > > > > > > #Alias /NoAuth/images/ /www/rt3/share/html/NoAuth/images/ > > > > #FastCgiIpcDir /tmp > > #FastCgiServer /www/rt3/bin/mason_handler.fcgi -idle-timeout > > 120 > > > > #AddHandler fastcgi-script fcgi > > #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at 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 camaya at netlogix.com Thu Sep 1 17:06:04 2005 From: camaya at netlogix.com (Cecilia Amaya) Date: Thu, 1 Sep 2005 14:06:04 -0700 Subject: [rt-users] Garbled Subject Line in RT Emails to Other Recipients Message-ID: <000001c5af38$f6d85810$672aa8c0@cecilialt> Since our upgrade to 3.4.2, we have found that the subject line is garbled in emails sent to Other Recipients (i.e. email addresses entered into the CC field). Has anyone else had this problem? Example 1: RT Ticket Subject Line: Adding a CC to an RT Coment record does not send an email Email: Subject: Addig a a RT rcrd ds sd a ail Date: Wed, 31 Aug 2005 18:45:19 -0700 (PDT) Example 2: RT Ticket Subject Line: Two Emails Being Sent to Email Address in CC Field of RT Ticket Email: Subject: Tw Eails Big S Eail Addrss i Fild f RT Tick Date: Thu 9/1/2005 1:38 PM Cecilia Amaya NetLogix Director of Administrative Operations camaya at netlogix.com (858)395-4405 -------------- next part -------------- An HTML attachment was scrubbed... URL: From r at elhames.co.uk Thu Sep 1 17:53:01 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 1 Sep 2005 22:53:01 +0100 Subject: [rt-users] Unmerging tickets. References: <1125508070.1251.128.camel@scottf.site> <589c944005083110123aca5aca@mail.gmail.com> Message-ID: <034f01c5af3f$86146090$52c593c3@tiger> To follow on, is there or will there be (soon) an unmerge interface ..I noticed there was a contrib made for rt-2 , will be nice to have one for 3-4, Thanks; Roy ----- Original Message ----- From: "Ruslan Zakirov" To: Cc: "RT-Users" Sent: Wednesday, August 31, 2005 6:12 PM Subject: Re: [rt-users] Unmerging tickets. > On 8/31/05, Scott Frisbie wrote: > > While doing a mass merge of several tickets into one, one of our techs > > accidentally got a ticket into the bunch that shouldn't have gone in > > with the rest. Is there a way to 'unmerge' a ticket? From the > > documentation, it looks like the only way is to change entries in the > > DB. I'd rather not have to mess with the DB directly if possible. > There is no way to unmerge tickets without changing DB directly. > > > > > > > -- > > Thanks! > > Scott Frisbie (Friz) 8^) > > scottf at eAcceleration.com > > -- > > "Traveling through hyperspace ain't like dusting crops, boy. Without > > precise calculations, we'd fly right through a star, or bounce too close > > to a supernova, and that would end your trip real quick, wouldn't it?" ? > > Han Solo > > -- > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at 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 r at elhames.co.uk Thu Sep 1 17:43:10 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 1 Sep 2005 22:43:10 +0100 Subject: [rt-users] rt-3.4.3 and mysql5 Message-ID: <031b01c5af3e$260e1f20$52c593c3@tiger> Hi there; Anyone tried mysql-5 with RT, I am about to try and wondering if anyone have any experiences?? (Not sure if it matters but the OS is Gentoo, apache2, modperl2) Roy From ruslan.zakirov at gmail.com Thu Sep 1 18:26:23 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Sep 2005 02:26:23 +0400 Subject: [rt-users] Unmerging tickets. In-Reply-To: <034f01c5af3f$86146090$52c593c3@tiger> References: <1125508070.1251.128.camel@scottf.site> <589c944005083110123aca5aca@mail.gmail.com> <034f01c5af3f$86146090$52c593c3@tiger> Message-ID: <589c9440050901152630044da3@mail.gmail.com> On 9/2/05, Raed El - Hames wrote: > To follow on, is there or will there be (soon) an unmerge interface ..I > noticed there was a contrib made for rt-2 , will be nice to have one for > 3-4, I don't know. > > Thanks; > > Roy > > > ----- Original Message ----- > From: "Ruslan Zakirov" > To: > Cc: "RT-Users" > Sent: Wednesday, August 31, 2005 6:12 PM > Subject: Re: [rt-users] Unmerging tickets. > > > > On 8/31/05, Scott Frisbie wrote: > > > While doing a mass merge of several tickets into one, one of our techs > > > accidentally got a ticket into the bunch that shouldn't have gone in > > > with the rest. Is there a way to 'unmerge' a ticket? From the > > > documentation, it looks like the only way is to change entries in the > > > DB. I'd rather not have to mess with the DB directly if possible. > > There is no way to unmerge tickets without changing DB directly. > > > > > > > > > > > -- > > > Thanks! > > > Scott Frisbie (Friz) 8^) > > > scottf at eAcceleration.com > > > -- > > > "Traveling through hyperspace ain't like dusting crops, boy. Without > > > precise calculations, we'd fly right through a star, or bounce too close > > > to a supernova, and that would end your trip real quick, wouldn't it?" ? > > > Han Solo > > > -- > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at 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 ruslan.zakirov at gmail.com Thu Sep 1 18:30:37 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Sep 2005 02:30:37 +0400 Subject: [rt-users] Install issues In-Reply-To: <98AD22EA8D3D154E96391B1FA86372258AE8CE@crpsrv40.lnrproperty.com> References: <98AD22EA8D3D154E96391B1FA86372258AE8CE@crpsrv40.lnrproperty.com> Message-ID: <589c944005090115306ef8a5ea@mail.gmail.com> Please, always Cc to rt-lists! On 9/2/05, Robert Geller wrote: > I did it just like the WIKI says under your variation. Not sure if > that's static or DSO. Check that in apache error log shows line about mod_perl when server start up. And send output of the `httpd -l`. > I am actually able to pull up http://my.site/rt3 now, > however Im getting the generic : > > You're almost there! > You haven't yet configured your webserver to run RT. You appear to have > installed RT's web interface correctly, but haven't yet configured your > web server to "run" the RT server which powers the web interface. The > next step is to edit your webserver's configuration file to instruct it > to use RT's mod_perl, fastcgi or speedycgi handler. If you need > commercial support, please contact us at sales at bestpractical.com. Please, show RT part of your httpd.conf. > > > -Robert > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Thursday, September 01, 2005 5:02 PM > To: Robert Geller > Cc: RT-Users > Subject: Re: [rt-users] Install issues > > How did you build mod_perl? As DSO? Or is it static build? > > If you built as DSO then this could be a reason. > > On 9/1/05, Robert Geller wrote: > > Well, I re-did everything, and I think I got modperl installed > > properly, however I get Segmentation faults when hitting > > http://my.site/rt3 > > > > Thu Sep 1 15:46:15 2005] [notice] Apache/1.3.33 (Unix) PHP/4.4.0 > > mod_perl/1.29 configured -- resuming normal operations > > > > [Thu Sep 1 15:46:40 2005] [notice] child pid 10752 exit signal > > Segmentation fault (11) [Thu Sep 1 15:46:40 2005] [notice] child pid > > 10753 exit signal Segmentation fault (11) > > > > > > Also, none of the FastCGI directives are working in the config, which > > I don't believe I should be using anyway since Im using mod_perl. > > > > *sigh* > > > > Thanks in advance, > > > > -Robert Geller > > > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: Thursday, September 01, 2005 3:14 PM > > To: Robert Geller > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Install issues > > > > Please, recheck your apache, because this options it gets from > > mod_perl and this errors mean that you haven't installed properly > mod_perl. > > > > If you try to use MP as DSO modules then may be you forgive to > > LoadModule. > > > > As I understand FC3 distributed with Apache2+MP2 rpms so you build > > A1+MP1 from scratch. You can try step by step instructions > > http://wiki.bestpractical.com/?ManualApache, I hope this will help you > > > build stable MP1 installation. > > > > On 9/1/05, Robert Geller wrote: > > > > > > > > > I installed rt on an FC3 host using apache 1.3.33 and mod_perl 1.29. > > > Everything went somewhat smooth, however my apache config is not > > > being > > > > > accepted. > > > > > > Im am getting the following errors: > > > > > > Invalid command 'PerlModule' > > > Invalid command 'PerlRequire' > > > Invalid command 'PerlHandler' > > > > > > Not sure what is going on... > > > > > > Any ideas? > > > > > > Thanks > > > > > > -Rob > > > > > > > > > > > > ServerAdmin root at localhost > > > DocumentRoot /opt/rt3/share/html > > > AddDefaultCharset UTF-8 > > > PerlModule Apache::DBI > > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > > > > SetHandler perl-script > > > PerlHandler RT::Mason > > > > > > > > > #Alias /NoAuth/images/ /www/rt3/share/html/NoAuth/images/ > > > > > > #FastCgiIpcDir /tmp > > > #FastCgiServer /www/rt3/bin/mason_handler.fcgi -idle-timeout > > > > 120 > > > > > > #AddHandler fastcgi-script fcgi > > > #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at 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 irabinovitch at gmail.com Thu Sep 1 18:45:03 2005 From: irabinovitch at gmail.com (Ilan Rabinovitch) Date: Thu, 1 Sep 2005 19:45:03 -0300 Subject: [rt-users] OT: SCALE 4x - Call For Papers Message-ID: Hello, I appologize for the offtopic post, but I thought I'd point this out in case someone wants to do an RT related talk at SCALE. The call for papers for SCALE 4x, the 2006 Southern California Linux Expo, is now open. This event will be our fourth annual show. It will be held on Feb 11-12, 2006 at the Los Angeles Airport Westin. We are expecting 1,300+ in attendance this year. We are non-profit, community run Linux, open-source and free software conference. If you are working on something you believe the community would be interested in, please consider submitting a presentation to our call for papers. I am including details bellow. Past presentations are available online (including slides audio in most cases): 2005 - http://www.socallinuxexpo.org/past/2005/hours.php 2003 - http://www.socallinuxexpo.org/past/2003/presentations.php 2002 - http://www.socallinuxexpo.org/past/2002/presentations.php If you have any questions please feel free to call the Call For Papers team at kapadia =at= socallinuxexp.org CFP Link: http://www.socallinuxexpo.org/pr/pr_20050620.php CFP PDF: http://www.socallinuxexpo.org/pr/cfp4x.pdf Best regards, Ilan Rabinovitch Conference Chair Southern California Linux Expo http://www.socallinuxexpo.org 2006 Southern CAlifornia Linux Expo The USC, Simi/Conejo, and UCLA Linux User Groups are proud to announce the 4th annual Southern California Linux Expo scheduled for February 11-12, 2006 at the Westin Hotel near the Los Angeles International Airport. Building on the tremendous success of last three years' SCALE, we will continue to promote Linux and the Open Source Software community. We invite you to share your work on Linux and Open Source projects with the rest of the community as well as exchange ideas with some of the leading experts in these field. Details about SCALE 4X as well as archives for the last three years can be found at http://www.socallinuxexpo.com. Topics of interest include, but are not limited to: * Linux kernel * Linux Networking * Linux for embedded systems * Linux for Desktops * LAMP * Multimedia in Linux * Security in Linux * VoIP * Wireless tools in Linux * Linux Games * GIMP & other graphics software * Administration techniques for specific distributions * Custom Configurations * Linux Deployments and experiences: Case studies * Open source Licensing * Government policies with Open Source * Other open source projects The proposals should comprise a 1-page (maximum) description containing the following: 1] Title for the talk. 2] Name, Affiliation, Bio, a passport size picture (optional) and contact email address of the Presenter. 3] What will be covered? A bulleted list of the main points of the presentation will be ideal. Please include enough detail as will be necessary. 4] Any specific requirements needed for the presentation other than an overhead projector and a microphone. Presentations are alloted a time slot of about 45 minutes. All proposals are to be sent to kapadia=at=socallinuxexpo.com. Important Dates: 20 Jun, 2005: CFP Opens 20 Nov, 2005: Last date for abstracts/proposals 20 Dec, 2005: Last date for notification of acceptance 11 Feb, 2006: Conference starts From trick at adonis.net Thu Sep 1 22:53:47 2005 From: trick at adonis.net (Patrick Morris) Date: Thu, 01 Sep 2005 19:53:47 -0700 Subject: [rt-users] HELP: how to steal a ticket from another queue In-Reply-To: <1126153873.4600.65.camel@network-2.intranet.vicscouts.asn.au> References: <1126153873.4600.65.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <4317BEBB.4040800@adonis.net> Look under "Basics." Which queue the ticket lives in is changeable there. Shen, Tyler wrote: >Hi, > >Can anyone kindly tell me how to take over a ticket from another queue. >Occasionally, customer emails are sent to the wrong queue. We want to >forward the ticket to the right queue. How do we do that. Any >suggestions are welcome. Thanks in advance! > > From rgeller at lnrproperty.com Fri Sep 2 00:33:47 2005 From: rgeller at lnrproperty.com (Robert Geller) Date: Fri, 2 Sep 2005 00:33:47 -0400 Subject: [rt-users] Install issues Message-ID: <98AD22EA8D3D154E96391B1FA86372258AE8CF@crpsrv40.lnrproperty.com> /usr/local/apache/bin/httpd -l Compiled-in modules: http_core.c mod_env.c mod_log_config.c mod_mime.c mod_negotiation.c mod_status.c mod_include.c mod_autoindex.c mod_dir.c mod_cgi.c mod_asis.c mod_imap.c mod_actions.c mod_userdir.c mod_alias.c mod_access.c mod_auth.c mod_so.c mod_setenvif.c mod_perl.c Apache/1.3.33 (Unix) PHP/4.4.0 mod_perl/1.29 configured -- resuming normal operations -Rob -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: Thursday, September 01, 2005 6:31 PM To: Robert Geller Cc: RT-Users Subject: Re: [rt-users] Install issues Please, always Cc to rt-lists! On 9/2/05, Robert Geller wrote: > I did it just like the WIKI says under your variation. Not sure if > that's static or DSO. Check that in apache error log shows line about mod_perl when server start up. And send output of the `httpd -l`. > I am actually able to pull up http://my.site/rt3 now, however Im > getting the generic : > > You're almost there! > You haven't yet configured your webserver to run RT. You appear to > have installed RT's web interface correctly, but haven't yet > configured your web server to "run" the RT server which powers the web > interface. The next step is to edit your webserver's configuration > file to instruct it to use RT's mod_perl, fastcgi or speedycgi > handler. If you need commercial support, please contact us at sales at bestpractical.com. Please, show RT part of your httpd.conf. > > > -Robert > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Thursday, September 01, 2005 5:02 PM > To: Robert Geller > Cc: RT-Users > Subject: Re: [rt-users] Install issues > > How did you build mod_perl? As DSO? Or is it static build? > > If you built as DSO then this could be a reason. > > On 9/1/05, Robert Geller wrote: > > Well, I re-did everything, and I think I got modperl installed > > properly, however I get Segmentation faults when hitting > > http://my.site/rt3 > > > > Thu Sep 1 15:46:15 2005] [notice] Apache/1.3.33 (Unix) PHP/4.4.0 > > mod_perl/1.29 configured -- resuming normal operations > > > > [Thu Sep 1 15:46:40 2005] [notice] child pid 10752 exit signal > > Segmentation fault (11) [Thu Sep 1 15:46:40 2005] [notice] child > > pid > > 10753 exit signal Segmentation fault (11) > > > > > > Also, none of the FastCGI directives are working in the config, > > which I don't believe I should be using anyway since Im using mod_perl. > > > > *sigh* > > > > Thanks in advance, > > > > -Robert Geller > > > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: Thursday, September 01, 2005 3:14 PM > > To: Robert Geller > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Install issues > > > > Please, recheck your apache, because this options it gets from > > mod_perl and this errors mean that you haven't installed properly > mod_perl. > > > > If you try to use MP as DSO modules then may be you forgive to > > LoadModule. > > > > As I understand FC3 distributed with Apache2+MP2 rpms so you build > > A1+MP1 from scratch. You can try step by step instructions > > http://wiki.bestpractical.com/?ManualApache, I hope this will help > > you > > > build stable MP1 installation. > > > > On 9/1/05, Robert Geller wrote: > > > > > > > > > I installed rt on an FC3 host using apache 1.3.33 and mod_perl 1.29. > > > Everything went somewhat smooth, however my apache config is not > > > being > > > > > accepted. > > > > > > Im am getting the following errors: > > > > > > Invalid command 'PerlModule' > > > Invalid command 'PerlRequire' > > > Invalid command 'PerlHandler' > > > > > > Not sure what is going on... > > > > > > Any ideas? > > > > > > Thanks > > > > > > -Rob > > > > > > > > > > > > ServerAdmin root at localhost > > > DocumentRoot /opt/rt3/share/html > > > AddDefaultCharset UTF-8 > > > PerlModule Apache::DBI > > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > > > > SetHandler perl-script > > > PerlHandler RT::Mason > > > > > > > > > #Alias /NoAuth/images/ /www/rt3/share/html/NoAuth/images/ > > > > > > #FastCgiIpcDir /tmp > > > #FastCgiServer /www/rt3/bin/mason_handler.fcgi > > > -idle-timeout > > > > 120 > > > > > > #AddHandler fastcgi-script fcgi > > > #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at 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 rgeller at lnrproperty.com Fri Sep 2 00:52:45 2005 From: rgeller at lnrproperty.com (Robert Geller) Date: Fri, 2 Sep 2005 00:52:45 -0400 Subject: [rt-users] Install issues Message-ID: <98AD22EA8D3D154E96391B1FA86372258AE8D1@crpsrv40.lnrproperty.com> > I am actually able to pull up http://my.site/rt3 now, however Im > getting the generic : > > You're almost there! > You haven't yet configured your webserver to run RT. You appear to > have installed RT's web interface correctly, but haven't yet > configured your web server to "run" the RT server which powers the web > interface. The next step is to edit your webserver's configuration > file to instruct it to use RT's mod_perl, fastcgi or speedycgi > handler. If you need commercial support, please contact us at sales at bestpractical.com. Please, show RT part of your httpd.conf. ServerAdmin root at localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Alias /NoAuth/images/ /www/rt3/share/html/NoAuth/images/ # FastCgiIpcDir /tmp # FastCgiServer /www/rt3/bin/mason_handler.fcgi -idle-timeout 120 AddHandler fastcgi-script fcgi ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > -Robert > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Thursday, September 01, 2005 5:02 PM > To: Robert Geller > Cc: RT-Users > Subject: Re: [rt-users] Install issues > > How did you build mod_perl? As DSO? Or is it static build? > > If you built as DSO then this could be a reason. > > On 9/1/05, Robert Geller wrote: > > Well, I re-did everything, and I think I got modperl installed > > properly, however I get Segmentation faults when hitting > > http://my.site/rt3 > > > > Thu Sep 1 15:46:15 2005] [notice] Apache/1.3.33 (Unix) PHP/4.4.0 > > mod_perl/1.29 configured -- resuming normal operations > > > > [Thu Sep 1 15:46:40 2005] [notice] child pid 10752 exit signal > > Segmentation fault (11) [Thu Sep 1 15:46:40 2005] [notice] child > > pid > > 10753 exit signal Segmentation fault (11) > > > > > > Also, none of the FastCGI directives are working in the config, > > which I don't believe I should be using anyway since Im using mod_perl. > > > > *sigh* > > > > Thanks in advance, > > > > -Robert Geller > > > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: Thursday, September 01, 2005 3:14 PM > > To: Robert Geller > > Cc: rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] Install issues > > > > Please, recheck your apache, because this options it gets from > > mod_perl and this errors mean that you haven't installed properly > mod_perl. > > > > If you try to use MP as DSO modules then may be you forgive to > > LoadModule. > > > > As I understand FC3 distributed with Apache2+MP2 rpms so you build > > A1+MP1 from scratch. You can try step by step instructions > > http://wiki.bestpractical.com/?ManualApache, I hope this will help > > you > > > build stable MP1 installation. > > > > On 9/1/05, Robert Geller wrote: > > > > > > > > > I installed rt on an FC3 host using apache 1.3.33 and mod_perl 1.29. > > > Everything went somewhat smooth, however my apache config is not > > > being > > > > > accepted. > > > > > > Im am getting the following errors: > > > > > > Invalid command 'PerlModule' > > > Invalid command 'PerlRequire' > > > Invalid command 'PerlHandler' > > > > > > Not sure what is going on... > > > > > > Any ideas? > > > > > > Thanks > > > > > > -Rob > > > > > > > > > > > > ServerAdmin root at localhost > > > DocumentRoot /opt/rt3/share/html > > > AddDefaultCharset UTF-8 > > > PerlModule Apache::DBI > > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > > > > SetHandler perl-script > > > PerlHandler RT::Mason > > > > > > > > > #Alias /NoAuth/images/ /www/rt3/share/html/NoAuth/images/ > > > > > > #FastCgiIpcDir /tmp > > > #FastCgiServer /www/rt3/bin/mason_handler.fcgi > > > -idle-timeout > > > > 120 > > > > > > #AddHandler fastcgi-script fcgi > > > #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at 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 john at joliver.org Fri Sep 2 05:11:09 2005 From: john at joliver.org (John Oliver) Date: Fri, 2 Sep 2005 05:11:09 -0400 (EDT) Subject: [rt-users] Need Serious Help Fast - Production RT System is down. Message-ID: <43026.159.53.78.142.1125652269.squirrel@159.53.78.142> I am running on Fedora Core 3 and tried to upgrade to RT 3.4.4 from 3.4.1. I successfully completed all the dependencies in the 'make testdeps' for 3.4.4 and then ran './configure --PREFIX=/usr/local/rt3/' which completed the overwrite. Well, after doing the 'make upgrade' command, I found that I needed mod_perl 2.0 and I only have 1.9 avail on fc3. I tried to back down to 3.4.2 by replacing the rt3 dir w/ a back up of what I had, but now i'm getting the following error. Please help, this is a production system that gets used heavily. -John Oliver mkdir /usr/local/rt3/var/mason_data/obj/local: Permission denied at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm line 102 Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('mkdir /usr/local/rt3/var/mason_data/obj/local: Permission denied at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm line 102^J') called at /usr/lib/perl5/5.8.5/Carp.pm line 201 Carp::croak('mkdir /usr/local/rt3/var/mason_data/obj/local: Permission denied') called at /usr/lib/perl5/5.8.5/File/Path.pm line 154 File::Path::mkpath('/usr/local/rt3/var/mason_data/obj/local', 0, 509) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm line 102 HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', '/usr/local/rt3/var/mason_data/obj/local/index.html', 'source', 'HTML::Mason::ComponentSource=HASH(0xf8c63288)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 308 HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0xf7878ee0)', '/index.html') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 198 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 186 HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0xf77c5bb8)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 166 HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', 'HTML::Mason::Interp=HASH(0xf7878ee0)', 'comp', '/index.html', 'args', 'ARRAY(0xf8bc7dd4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'apache_req', 'Apache::RequestRec=SCALAR(0xf77cb4ac)', 'container', 'HASH(0xf8c6a138)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 60 HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler', 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', 'HTML::Mason::Interp=HASH(0xf7878ee0)', 'comp', '/index.html', 'args', 'ARRAY(0xf8bc7dd4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'apache_req', 'Apache::RequestRec=SCALAR(0xf77cb4ac)', 'container', 'HASH(0xf8c6a138)') called at /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm line 275 Class::Container::call_method('HTML::Mason::Interp=HASH(0xf7878ee0)', 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0xf7878ee0)', 'comp', '/index.html', 'args', 'ARRAY(0xf8bc7dd4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'apache_req', 'Apache::RequestRec=SCALAR(0xf77cb4ac)', 'container', 'HASH(0xf8c6a138)') called at /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm line 353 Class::Container::create_delayed_object('interp', 'HTML::Mason::Interp=HASH(0xf7878ee0)', 'comp', '/index.html', 'args', 'ARRAY(0xf8bc7dd4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'apache_req', 'Apache::RequestRec=SCALAR(0xf77cb4ac)', 'container', 'HASH(0xf8c6a138)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 213 HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0xf7878ee0)', 'comp', '/index.html', 'args', 'ARRAY(0xf8bc7dd4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'apache_req', 'Apache::RequestRec=SCALAR(0xf77cb4ac)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 863 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 862 HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'Apache::RequestRec=SCALAR(0xf77cb4ac)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 789 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'Apache::RequestRec=SCALAR(0xf77cb4ac)') called at /usr/local/rt3/bin/webmux.pl line 136 eval {...} at /usr/local/rt3/bin/webmux.pl line 136 RT::Mason::handler('Apache::RequestRec=SCALAR(0xf77cb4ac)') called at -e line 0 eval {...} at -e line 0 From john at joliver.org Fri Sep 2 05:35:49 2005 From: john at joliver.org (John Oliver) Date: Fri, 2 Sep 2005 05:35:49 -0400 (EDT) Subject: [rt-users] Need Serious Help Fast - Production RT System is down. In-Reply-To: <43026.159.53.78.142.1125652269.squirrel@159.53.78.142> References: <43026.159.53.78.142.1125652269.squirrel@159.53.78.142> Message-ID: <46779.159.53.78.142.1125653749.squirrel@159.53.78.142> RESOLVED! Ok, i'm a moron, i didn't notice that it defaulted to user/group 'www' and this server uses 'apache'. So that was all that was wrong there. Not going to bother on the upgrade as we are going to migrate to RHAS4 w/ latest ver of RT. -John Oliver > I am running on Fedora Core 3 and tried to upgrade to RT 3.4.4 from 3.4.1. > I successfully completed all the dependencies in the 'make testdeps' for > 3.4.4 and then ran './configure --PREFIX=/usr/local/rt3/' which completed > the overwrite. Well, after doing the 'make upgrade' command, I found that > I needed mod_perl 2.0 and I only have 1.9 avail on fc3. I tried to back > down to 3.4.2 by replacing the rt3 dir w/ a back up of what I had, but now > i'm getting the following error. Please help, this is a production system > that gets used heavily. > > -John Oliver > > > > > > mkdir /usr/local/rt3/var/mason_data/obj/local: Permission denied at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm line 102 > > > Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm > line 131 > HTML::Mason::Exceptions::rethrow_exception('mkdir > /usr/local/rt3/var/mason_data/obj/local: Permission denied at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm line > 102^J') called at /usr/lib/perl5/5.8.5/Carp.pm line 201 > Carp::croak('mkdir /usr/local/rt3/var/mason_data/obj/local: Permission > denied') called at /usr/lib/perl5/5.8.5/File/Path.pm line 154 > File::Path::mkpath('/usr/local/rt3/var/mason_data/obj/local', 0, 509) > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm > line 102 > HTML::Mason::Compiler::ToObject::compile_to_file(undef, 'file', > '/usr/local/rt3/var/mason_data/obj/local/index.html', 'source', > 'HTML::Mason::ComponentSource=HASH(0xf8c63288)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 308 > HTML::Mason::Interp::load('HTML::Mason::Interp=HASH(0xf7878ee0)', > '/index.html') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 198 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line > 186 > HTML::Mason::Request::_initialize('HTML::Mason::Request::ApacheHandler=HASH(0xf77c5bb8)') > called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 166 > HTML::Mason::Request::new('HTML::Mason::Request::ApacheHandler', > 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', > 'HTML::Mason::Interp=HASH(0xf7878ee0)', 'comp', '/index.html', 'args', > 'ARRAY(0xf8bc7dd4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', > 'apache_req', 'Apache::RequestRec=SCALAR(0xf77cb4ac)', 'container', > 'HASH(0xf8c6a138)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 60 > HTML::Mason::Request::ApacheHandler::new('HTML::Mason::Request::ApacheHandler', > 'error_mode', 'output', 'autoflush', 0, 'error_format', 'html', 'interp', > 'HTML::Mason::Interp=HASH(0xf7878ee0)', 'comp', '/index.html', 'args', > 'ARRAY(0xf8bc7dd4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', > 'apache_req', 'Apache::RequestRec=SCALAR(0xf77cb4ac)', 'container', > 'HASH(0xf8c6a138)') called at > /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm line 275 > Class::Container::call_method('HTML::Mason::Interp=HASH(0xf7878ee0)', > 'request', 'new', 'interp', 'HTML::Mason::Interp=HASH(0xf7878ee0)', > 'comp', '/index.html', 'args', 'ARRAY(0xf8bc7dd4)', 'ah', > 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'apache_req', > 'Apache::RequestRec=SCALAR(0xf77cb4ac)', 'container', 'HASH(0xf8c6a138)') > called at /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm line 353 > Class::Container::create_delayed_object('interp', > 'HTML::Mason::Interp=HASH(0xf7878ee0)', 'comp', '/index.html', 'args', > 'ARRAY(0xf8bc7dd4)', 'ah', 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', > 'apache_req', 'Apache::RequestRec=SCALAR(0xf77cb4ac)', 'container', > 'HASH(0xf8c6a138)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 213 > HTML::Mason::Interp::make_request('HTML::Mason::Interp=HASH(0xf7878ee0)', > 'comp', '/index.html', 'args', 'ARRAY(0xf8bc7dd4)', 'ah', > 'HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', 'apache_req', > 'Apache::RequestRec=SCALAR(0xf77cb4ac)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 863 > eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm > line 862 > HTML::Mason::ApacheHandler::prepare_request('HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', > 'Apache::RequestRec=SCALAR(0xf77cb4ac)') called at > /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 789 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0xf7c3e930)', > 'Apache::RequestRec=SCALAR(0xf77cb4ac)') called at > /usr/local/rt3/bin/webmux.pl line 136 > eval {...} at /usr/local/rt3/bin/webmux.pl line 136 > RT::Mason::handler('Apache::RequestRec=SCALAR(0xf77cb4ac)') called at -e > line 0 > eval {...} at -e line 0 > > > From ruslan.zakirov at gmail.com Fri Sep 2 07:56:52 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Sep 2005 15:56:52 +0400 Subject: [rt-users] Install issues In-Reply-To: <98AD22EA8D3D154E96391B1FA86372258AE8CF@crpsrv40.lnrproperty.com> References: <98AD22EA8D3D154E96391B1FA86372258AE8CF@crpsrv40.lnrproperty.com> Message-ID: <589c944005090204567060e3f5@mail.gmail.com> On 9/2/05, Robert Geller wrote: > /usr/local/apache/bin/httpd -l > Compiled-in modules: > http_core.c > mod_env.c > mod_log_config.c > mod_mime.c > mod_negotiation.c > mod_status.c > mod_include.c > mod_autoindex.c > mod_dir.c > mod_cgi.c > mod_asis.c > mod_imap.c > mod_actions.c > mod_userdir.c > mod_alias.c > mod_access.c > mod_auth.c > mod_so.c > mod_setenvif.c > mod_perl.c This string mean that you have mod_perl as DSO and that's why you have seg faults. You need static build. I think you've made something wrong. > > Apache/1.3.33 (Unix) PHP/4.4.0 mod_perl/1.29 configured -- resuming > normal operations > > -Rob > > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Thursday, September 01, 2005 6:31 PM > To: Robert Geller > Cc: RT-Users > Subject: Re: [rt-users] Install issues > > Please, always Cc to rt-lists! > > > On 9/2/05, Robert Geller wrote: > > I did it just like the WIKI says under your variation. Not sure if > > that's static or DSO. > Check that in apache error log shows line about mod_perl when server > start up. > And send output of the `httpd -l`. > > > > I am actually able to pull up http://my.site/rt3 now, however Im > > getting the generic : > > > > You're almost there! > > You haven't yet configured your webserver to run RT. You appear to > > have installed RT's web interface correctly, but haven't yet > > configured your web server to "run" the RT server which powers the web > > > interface. The next step is to edit your webserver's configuration > > file to instruct it to use RT's mod_perl, fastcgi or speedycgi > > handler. If you need commercial support, please contact us at > sales at bestpractical.com. > Please, show RT part of your httpd.conf. > > > > > > > -Robert > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: Thursday, September 01, 2005 5:02 PM > > To: Robert Geller > > Cc: RT-Users > > Subject: Re: [rt-users] Install issues > > > > How did you build mod_perl? As DSO? Or is it static build? > > > > If you built as DSO then this could be a reason. > > > > On 9/1/05, Robert Geller wrote: > > > Well, I re-did everything, and I think I got modperl installed > > > properly, however I get Segmentation faults when hitting > > > http://my.site/rt3 > > > > > > Thu Sep 1 15:46:15 2005] [notice] Apache/1.3.33 (Unix) PHP/4.4.0 > > > mod_perl/1.29 configured -- resuming normal operations > > > > > > [Thu Sep 1 15:46:40 2005] [notice] child pid 10752 exit signal > > > Segmentation fault (11) [Thu Sep 1 15:46:40 2005] [notice] child > > > pid > > > 10753 exit signal Segmentation fault (11) > > > > > > > > > Also, none of the FastCGI directives are working in the config, > > > which I don't believe I should be using anyway since Im using > mod_perl. > > > > > > *sigh* > > > > > > Thanks in advance, > > > > > > -Robert Geller > > > > > > > > > -----Original Message----- > > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > > Sent: Thursday, September 01, 2005 3:14 PM > > > To: Robert Geller > > > Cc: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Install issues > > > > > > Please, recheck your apache, because this options it gets from > > > mod_perl and this errors mean that you haven't installed properly > > mod_perl. > > > > > > If you try to use MP as DSO modules then may be you forgive to > > > LoadModule. > > > > > > As I understand FC3 distributed with Apache2+MP2 rpms so you build > > > A1+MP1 from scratch. You can try step by step instructions > > > http://wiki.bestpractical.com/?ManualApache, I hope this will help > > > you > > > > > build stable MP1 installation. > > > > > > On 9/1/05, Robert Geller wrote: > > > > > > > > > > > > I installed rt on an FC3 host using apache 1.3.33 and mod_perl > 1.29. > > > > Everything went somewhat smooth, however my apache config is not > > > > being > > > > > > > accepted. > > > > > > > > Im am getting the following errors: > > > > > > > > Invalid command 'PerlModule' > > > > Invalid command 'PerlRequire' > > > > Invalid command 'PerlHandler' > > > > > > > > Not sure what is going on... > > > > > > > > Any ideas? > > > > > > > > Thanks > > > > > > > > -Rob > > > > > > > > > > > > > > > > ServerAdmin root at localhost > > > > DocumentRoot /opt/rt3/share/html > > > > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > > > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > > > > > > > SetHandler perl-script > > > > PerlHandler RT::Mason > > > > > > > > > > > > #Alias /NoAuth/images/ /www/rt3/share/html/NoAuth/images/ > > > > > > > > #FastCgiIpcDir /tmp > > > > #FastCgiServer /www/rt3/bin/mason_handler.fcgi > > > > -idle-timeout > > > > > > 120 > > > > > > > > #AddHandler fastcgi-script fcgi > > > > #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > > > > > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Be sure to check out the RT Wiki at 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. > -- Best regards, Ruslan. From ogigondan at coframi-toulouse.com Fri Sep 2 07:57:08 2005 From: ogigondan at coframi-toulouse.com (Olivier Gigondan) Date: Fri, 2 Sep 2005 13:57:08 +0200 Subject: [rt-users] New features on rt 3.4.2 ? Message-ID: <002f01c5afb5$721de3b0$ab1f09c0@MYRAT> Hello, i'd like to know what are the new features in 3.4.2 version about the 3.0.11 ? In addition, it is possible to have fields filled by send e-mail to rt ? Does exist other plugin that the one for the statistics ? thanks, Olivier -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Fri Sep 2 08:16:39 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Sep 2005 16:16:39 +0400 Subject: [rt-users] New features on rt 3.4.2 ? In-Reply-To: <002f01c5afb5$721de3b0$ab1f09c0@MYRAT> References: <002f01c5afb5$721de3b0$ab1f09c0@MYRAT> Message-ID: <589c944005090205163e9f0b75@mail.gmail.com> On 9/2/05, Olivier Gigondan wrote: > > Hello, > > i'd like to know what are the new features in 3.4.2 version about the 3.0.11 > ? See rt-announce list archives. and also latests stable is 3.4.4 > In addition, it is possible to have fields filled by send e-mail to rt ? http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail > Does exist other plugin that the one for the statistics ? No, but AFAIK 3.5.x development branch has statistics in core. > > thanks, > Olivier > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From damianburke at gmail.com Fri Sep 2 09:23:31 2005 From: damianburke at gmail.com (Damian) Date: Fri, 2 Sep 2005 08:23:31 -0500 Subject: [rt-users] Re: rt-3.4.3 and mysql5 In-Reply-To: <20050902043409.F12694D80F0@diesel.bestpractical.com> References: <20050902043409.F12694D80F0@diesel.bestpractical.com> Message-ID: I'm running RT 3.4.2 on MySQL 5.0.11 with no problems. Fedora Core 4, Apache2, FastCGI Damian > > Anyone tried mysql-5 with RT, I am about to try and wondering if anyone have > any experiences?? > (Not sure if it matters but the OS is Gentoo, apache2, modperl2) > From rgeller at lnrproperty.com Fri Sep 2 09:53:12 2005 From: rgeller at lnrproperty.com (Robert Geller) Date: Fri, 2 Sep 2005 09:53:12 -0400 Subject: [rt-users] Install issues Message-ID: <98AD22EA8D3D154E96391B1FA86372258AE8D2@crpsrv40.lnrproperty.com> >This string mean that you have mod_perl as DSO and that's why you have seg faults. You need static build. I think you've made something wrong. Currently, I am not having any seg fault issues. I am only having the "Almost There" issue. As far as mod_perl as DSO, not sure why that happened following the intructions on the Wiki. Would having mod_perl as a DSO cause that issue as well? -Rob > > Apache/1.3.33 (Unix) PHP/4.4.0 mod_perl/1.29 configured -- resuming > normal operations > > -Rob > > > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Thursday, September 01, 2005 6:31 PM > To: Robert Geller > Cc: RT-Users > Subject: Re: [rt-users] Install issues > > Please, always Cc to rt-lists! > > > On 9/2/05, Robert Geller wrote: > > I did it just like the WIKI says under your variation. Not sure if > > that's static or DSO. > Check that in apache error log shows line about mod_perl when server > start up. > And send output of the `httpd -l`. > > > > I am actually able to pull up http://my.site/rt3 now, however Im > > getting the generic : > > > > You're almost there! > > You haven't yet configured your webserver to run RT. You appear to > > have installed RT's web interface correctly, but haven't yet > > configured your web server to "run" the RT server which powers the > > web > > > interface. The next step is to edit your webserver's configuration > > file to instruct it to use RT's mod_perl, fastcgi or speedycgi > > handler. If you need commercial support, please contact us at > sales at bestpractical.com. > Please, show RT part of your httpd.conf. > > > > > > > -Robert > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: Thursday, September 01, 2005 5:02 PM > > To: Robert Geller > > Cc: RT-Users > > Subject: Re: [rt-users] Install issues > > > > How did you build mod_perl? As DSO? Or is it static build? > > > > If you built as DSO then this could be a reason. > > > > On 9/1/05, Robert Geller wrote: > > > Well, I re-did everything, and I think I got modperl installed > > > properly, however I get Segmentation faults when hitting > > > http://my.site/rt3 > > > > > > Thu Sep 1 15:46:15 2005] [notice] Apache/1.3.33 (Unix) PHP/4.4.0 > > > mod_perl/1.29 configured -- resuming normal operations > > > > > > [Thu Sep 1 15:46:40 2005] [notice] child pid 10752 exit signal > > > Segmentation fault (11) [Thu Sep 1 15:46:40 2005] [notice] child > > > pid > > > 10753 exit signal Segmentation fault (11) > > > > > > > > > Also, none of the FastCGI directives are working in the config, > > > which I don't believe I should be using anyway since Im using > mod_perl. > > > > > > *sigh* > > > > > > Thanks in advance, > > > > > > -Robert Geller > > > > > > > > > -----Original Message----- > > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > > Sent: Thursday, September 01, 2005 3:14 PM > > > To: Robert Geller > > > Cc: rt-users at lists.bestpractical.com > > > Subject: Re: [rt-users] Install issues > > > > > > Please, recheck your apache, because this options it gets from > > > mod_perl and this errors mean that you haven't installed properly > > mod_perl. > > > > > > If you try to use MP as DSO modules then may be you forgive to > > > LoadModule. > > > > > > As I understand FC3 distributed with Apache2+MP2 rpms so you build > > > A1+MP1 from scratch. You can try step by step instructions > > > http://wiki.bestpractical.com/?ManualApache, I hope this will help > > > you > > > > > build stable MP1 installation. > > > > > > On 9/1/05, Robert Geller wrote: > > > > > > > > > > > > I installed rt on an FC3 host using apache 1.3.33 and mod_perl > 1.29. > > > > Everything went somewhat smooth, however my apache config is not > > > > being > > > > > > > accepted. > > > > > > > > Im am getting the following errors: > > > > > > > > Invalid command 'PerlModule' > > > > Invalid command 'PerlRequire' > > > > Invalid command 'PerlHandler' > > > > > > > > Not sure what is going on... > > > > > > > > Any ideas? > > > > > > > > Thanks > > > > > > > > -Rob > > > > > > > > > > > > > > > > ServerAdmin root at localhost > > > > DocumentRoot /opt/rt3/share/html > > > > AddDefaultCharset UTF-8 > > > > PerlModule Apache::DBI > > > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > > > > > > > SetHandler perl-script > > > > PerlHandler RT::Mason > > > > > > > > > > > > #Alias /NoAuth/images/ > > > > /www/rt3/share/html/NoAuth/images/ > > > > > > > > #FastCgiIpcDir /tmp > > > > #FastCgiServer /www/rt3/bin/mason_handler.fcgi > > > > -idle-timeout > > > > > > 120 > > > > > > > > #AddHandler fastcgi-script fcgi > > > > #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > > > > > > > > > > _______________________________________________ > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > Be sure to check out the RT Wiki at > > > > 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. > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Fri Sep 2 10:05:02 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Sep 2005 18:05:02 +0400 Subject: [rt-users] Install issues In-Reply-To: <98AD22EA8D3D154E96391B1FA86372258AE8D2@crpsrv40.lnrproperty.com> References: <98AD22EA8D3D154E96391B1FA86372258AE8D2@crpsrv40.lnrproperty.com> Message-ID: <589c944005090207055d51e6c0@mail.gmail.com> On 9/2/05, Robert Geller wrote: > > >This string mean that you have mod_perl as DSO and that's why you have > seg faults. You need static build. I think you've made something wrong. > > Currently, I am not having any seg fault issues. I am only having the > "Almost There" issue. You've got this because of your server config. You have to enable mod_perl for RT. Your config should look like: PerlModule Apache::DBI ServerAdmin root at localhost DocumentRoot /opt/rt3/share/html AddDefaultCharset UTF-8 PerlRequire /opt/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason > As far as mod_perl as DSO, not sure why that happened following the > intructions on the Wiki. > Would having mod_perl as a DSO cause that issue as well? No, mod_perl as DSO only leads to seg faults. > > -Rob > > > > Apache/1.3.33 (Unix) PHP/4.4.0 mod_perl/1.29 configured -- resuming > > normal operations > > > > -Rob > > > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: Thursday, September 01, 2005 6:31 PM > > To: Robert Geller > > Cc: RT-Users > > Subject: Re: [rt-users] Install issues > > > > Please, always Cc to rt-lists! > > > > > > On 9/2/05, Robert Geller wrote: > > > I did it just like the WIKI says under your variation. Not sure if > > > that's static or DSO. > > Check that in apache error log shows line about mod_perl when server > > start up. > > And send output of the `httpd -l`. > > > > > > > I am actually able to pull up http://my.site/rt3 now, however Im > > > getting the generic : > > > > > > You're almost there! > > > You haven't yet configured your webserver to run RT. You appear to > > > have installed RT's web interface correctly, but haven't yet > > > configured your web server to "run" the RT server which powers the > > > web > > > > > interface. The next step is to edit your webserver's configuration > > > file to instruct it to use RT's mod_perl, fastcgi or speedycgi > > > handler. If you need commercial support, please contact us at > > sales at bestpractical.com. > > Please, show RT part of your httpd.conf. > > > > > > > > > > > -Robert > > > > > > -----Original Message----- > > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > > Sent: Thursday, September 01, 2005 5:02 PM > > > To: Robert Geller > > > Cc: RT-Users > > > Subject: Re: [rt-users] Install issues > > > > > > How did you build mod_perl? As DSO? Or is it static build? > > > > > > If you built as DSO then this could be a reason. > > > > > > On 9/1/05, Robert Geller wrote: > > > > Well, I re-did everything, and I think I got modperl installed > > > > properly, however I get Segmentation faults when hitting > > > > http://my.site/rt3 > > > > > > > > Thu Sep 1 15:46:15 2005] [notice] Apache/1.3.33 (Unix) PHP/4.4.0 > > > > mod_perl/1.29 configured -- resuming normal operations > > > > > > > > [Thu Sep 1 15:46:40 2005] [notice] child pid 10752 exit signal > > > > Segmentation fault (11) [Thu Sep 1 15:46:40 2005] [notice] child > > > > pid > > > > 10753 exit signal Segmentation fault (11) > > > > > > > > > > > > Also, none of the FastCGI directives are working in the config, > > > > which I don't believe I should be using anyway since Im using > > mod_perl. > > > > > > > > *sigh* > > > > > > > > Thanks in advance, > > > > > > > > -Robert Geller > > > > > > > > > > > > -----Original Message----- > > > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > > > Sent: Thursday, September 01, 2005 3:14 PM > > > > To: Robert Geller > > > > Cc: rt-users at lists.bestpractical.com > > > > Subject: Re: [rt-users] Install issues > > > > > > > > Please, recheck your apache, because this options it gets from > > > > mod_perl and this errors mean that you haven't installed properly > > > mod_perl. > > > > > > > > If you try to use MP as DSO modules then may be you forgive to > > > > LoadModule. > > > > > > > > As I understand FC3 distributed with Apache2+MP2 rpms so you build > > > > A1+MP1 from scratch. You can try step by step instructions > > > > http://wiki.bestpractical.com/?ManualApache, I hope this will help > > > > > you > > > > > > > build stable MP1 installation. > > > > > > > > On 9/1/05, Robert Geller wrote: > > > > > > > > > > > > > > > I installed rt on an FC3 host using apache 1.3.33 and mod_perl > > 1.29. > > > > > Everything went somewhat smooth, however my apache config is not > > > > > > being > > > > > > > > > accepted. > > > > > > > > > > Im am getting the following errors: > > > > > > > > > > Invalid command 'PerlModule' > > > > > Invalid command 'PerlRequire' > > > > > Invalid command 'PerlHandler' > > > > > > > > > > Not sure what is going on... > > > > > > > > > > Any ideas? > > > > > > > > > > Thanks > > > > > > > > > > -Rob > > > > > > > > > > > > > > > > > > > > ServerAdmin root at localhost > > > > > DocumentRoot /opt/rt3/share/html > > > > > AddDefaultCharset UTF-8 > > > > > PerlModule Apache::DBI > > > > > PerlRequire /opt/rt3/bin/webmux.pl > > > > > > > > > > > > > > > SetHandler perl-script > > > > > PerlHandler RT::Mason > > > > > > > > > > > > > > > #Alias /NoAuth/images/ > > > > > /www/rt3/share/html/NoAuth/images/ > > > > > > > > > > #FastCgiIpcDir /tmp > > > > > #FastCgiServer /www/rt3/bin/mason_handler.fcgi > > > > > -idle-timeout > > > > > > > > 120 > > > > > > > > > > #AddHandler fastcgi-script fcgi > > > > > #ScriptAlias / /www/rt3/bin/mason_handler.fcgi/ > > > > > > > > > > > > > > > _______________________________________________ > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > > > > > Be sure to check out the RT Wiki at > > > > > 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. > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From listas at dud.com.br Fri Sep 2 07:30:27 2005 From: listas at dud.com.br (Roberto Dud (listas)) Date: Fri, 02 Sep 2005 11:30:27 +0000 Subject: [rt-users] Users Message-ID: <431837D3.60801@dud.com.br> Mrs, I have a problem to access index page of RT, I install in Suse 9 Enterprise and my RT version is rt-3.0.10-3.src.rpm Question about user and password, but I don't configurate any user and password. I can do it by comand console? Thanks, Dud. From iggep at iggepsrealm.com Fri Sep 2 10:28:21 2005 From: iggep at iggepsrealm.com (Iggep) Date: Fri, 2 Sep 2005 10:28:21 -0400 Subject: [rt-users] RT RPM for Mandriva? Message-ID: <200509021028.21532.iggep@iggepsrealm.com> ?I've been investigating ticket tracking applications lately and I'd like to evaluate this one a little further. ?Since there doesn't seem to be a pre-packaged mandriva install, I had tried my luck with the manual install method. ?I ran into what seems to be a fairly common problem with fixdeps judging by the mailing list archives. ?So I figured I'd pause and see if anyone has either made, or knows where a mandriva rpm package for RT can be found. ? If not I'll go back to solving the technical problems, but I'm hoping theres a simpler way right now actually. ?So, anyone heard of a Mandrake RPM for this? From ben at atomicmatrix.net Fri Sep 2 10:55:12 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Fri, 2 Sep 2005 10:55:12 -0400 Subject: [rt-users] Install issues In-Reply-To: <589c944005090204567060e3f5@mail.gmail.com> Message-ID: <20050902145522.ABE3B4D80F2@diesel.bestpractical.com> Ruslan I disagree with your conclusion. My mod_perl is statically compiled and the rest is DSO. Here's my httpd -l: > /usr/local/apache/bin/httpd -l Compiled-in modules: http_core.c mod_so.c mod_perl.c Httpd -h output: -l : list compiled-in modules ^^^^^^^^^^^ Rob, can you give us a copy of your "config.status" from your source tree just to be sure? Thanks, -=| Ben > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Ruslan Zakirov > Sent: Friday, September 02, 2005 7:57 AM > To: Robert Geller > Cc: RT-Users > Subject: Re: [rt-users] Install issues > > On 9/2/05, Robert Geller wrote: > > /usr/local/apache/bin/httpd -l > > Compiled-in modules: > > http_core.c > > mod_env.c > > mod_log_config.c > > mod_mime.c > > mod_negotiation.c > > mod_status.c > > mod_include.c > > mod_autoindex.c > > mod_dir.c > > mod_cgi.c > > mod_asis.c > > mod_imap.c > > mod_actions.c > > mod_userdir.c > > mod_alias.c > > mod_access.c > > mod_auth.c > > mod_so.c > > mod_setenvif.c > > mod_perl.c > This string mean that you have mod_perl as DSO and that's > why you have > seg faults. You need static build. I think you've made something > wrong. > > > > > Apache/1.3.33 (Unix) PHP/4.4.0 mod_perl/1.29 configured -- resuming > > normal operations > > > > -Rob From rgeller at lnrproperty.com Fri Sep 2 11:05:42 2005 From: rgeller at lnrproperty.com (Robert Geller) Date: Fri, 2 Sep 2005 11:05:42 -0400 Subject: [rt-users] Install issues Message-ID: <98AD22EA8D3D154E96391B1FA86372258AE8D3@crpsrv40.lnrproperty.com> I am up and running. I think I had a conflict with another Virtualhost and rt was not being called by the proper virtualhost. I straightened that out and everything is all good. Thanks to Ruslan and everyone for all the replies. I am glad to see that this users list is very active. -Rob -----Original Message----- From: Ben Goodwin [mailto:ben at atomicmatrix.net] Sent: Friday, September 02, 2005 10:55 AM To: 'Ruslan Zakirov'; Robert Geller Cc: 'RT-Users' Subject: RE: [rt-users] Install issues Ruslan I disagree with your conclusion. My mod_perl is statically compiled and the rest is DSO. Here's my httpd -l: > /usr/local/apache/bin/httpd -l Compiled-in modules: http_core.c mod_so.c mod_perl.c Httpd -h output: -l : list compiled-in modules ^^^^^^^^^^^ Rob, can you give us a copy of your "config.status" from your source tree just to be sure? Thanks, -=| Ben > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Ruslan Zakirov > Sent: Friday, September 02, 2005 7:57 AM > To: Robert Geller > Cc: RT-Users > Subject: Re: [rt-users] Install issues > > On 9/2/05, Robert Geller wrote: > > /usr/local/apache/bin/httpd -l > > Compiled-in modules: > > http_core.c > > mod_env.c > > mod_log_config.c > > mod_mime.c > > mod_negotiation.c > > mod_status.c > > mod_include.c > > mod_autoindex.c > > mod_dir.c > > mod_cgi.c > > mod_asis.c > > mod_imap.c > > mod_actions.c > > mod_userdir.c > > mod_alias.c > > mod_access.c > > mod_auth.c > > mod_so.c > > mod_setenvif.c > > mod_perl.c > This string mean that you have mod_perl as DSO and that's > why you have > seg faults. You need static build. I think you've made something > wrong. > > > > > Apache/1.3.33 (Unix) PHP/4.4.0 mod_perl/1.29 configured -- resuming > > normal operations > > > > -Rob From asparks at doublesparks.net Fri Sep 2 12:02:39 2005 From: asparks at doublesparks.net (Alan Sparks) Date: Fri, 2 Sep 2005 10:02:39 -0600 (MDT) Subject: [rt-users] RT3 CLI: Multi-line TEXT fields? Message-ID: <32954.216.150.62.80.1125676959.squirrel@216.150.62.80> Is there a way, via the 3.4.2 rt CLI, to create a multiline TEXT attribute, say to submit a few lines describing this issue? If I use the STDIN submission, or the form, via "rt create -t ticket", I get a syntax error if I try to use more than one line... Thanks. -Alan =========== Alan Sparks, UNIX/Linux Systems Administrator From ruslan.zakirov at gmail.com Fri Sep 2 12:23:58 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 2 Sep 2005 20:23:58 +0400 Subject: [rt-users] Install issues In-Reply-To: <431867d4.3ccc7ed8.6ed6.ffffd6fbSMTPIN_ADDED@mx.gmail.com> References: <589c944005090204567060e3f5@mail.gmail.com> <431867d4.3ccc7ed8.6ed6.ffffd6fbSMTPIN_ADDED@mx.gmail.com> Message-ID: <589c944005090209231f87e15@mail.gmail.com> Err, sorry for that :( mod_perl.c should be there if it's static build On 9/2/05, Ben Goodwin wrote: > Ruslan I disagree with your conclusion. My mod_perl is statically compiled > and the rest is DSO. Here's my httpd -l: > > > /usr/local/apache/bin/httpd -l > Compiled-in modules: > http_core.c > mod_so.c > mod_perl.c > > Httpd -h output: > > -l : list compiled-in modules > ^^^^^^^^^^^ > > Rob, can you give us a copy of your "config.status" from your source tree > just to be sure? > > Thanks, > > -=| Ben > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > > Of Ruslan Zakirov > > Sent: Friday, September 02, 2005 7:57 AM > > To: Robert Geller > > Cc: RT-Users > > Subject: Re: [rt-users] Install issues > > > > On 9/2/05, Robert Geller wrote: > > > /usr/local/apache/bin/httpd -l > > > Compiled-in modules: > > > http_core.c > > > mod_env.c > > > mod_log_config.c > > > mod_mime.c > > > mod_negotiation.c > > > mod_status.c > > > mod_include.c > > > mod_autoindex.c > > > mod_dir.c > > > mod_cgi.c > > > mod_asis.c > > > mod_imap.c > > > mod_actions.c > > > mod_userdir.c > > > mod_alias.c > > > mod_access.c > > > mod_auth.c > > > mod_so.c > > > mod_setenvif.c > > > mod_perl.c > > This string mean that you have mod_perl as DSO and that's > > why you have > > seg faults. You need static build. I think you've made something > > wrong. > > > > > > > > Apache/1.3.33 (Unix) PHP/4.4.0 mod_perl/1.29 configured -- resuming > > > normal operations > > > > > > -Rob > > > -- Best regards, Ruslan. From rmreis at cpqd.com.br Fri Sep 2 12:55:26 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 2 Sep 2005 13:55:26 -0300 Subject: [rt-users] ModifyCustomField doesn't work on Global Settings Message-ID: Hello All, I've been using RT 3.4.3 and in "Global Group Rights", if I grant the Owner Role with "ModifyCustomField" (because I wanna that ONLY the Owner changes custom field value), this has no effect (Owner keep gets "Permission Denied"). Although, if I grant this right to a group (here is another problem, cause there's no Roles in follow page, so I have to use a group.... why isn't there Roles??) through "Group Rights for Custom Field X" page, it's works... But it's not what I need, because in this case everybody in that Group have right to change it. So, is this a bug or is there another way to solve my problem?! Maybe I'm doing something wrong... :) Thanks in advance. 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 chris_berry-list-rt-users at jm-associates.com Fri Sep 2 17:33:40 2005 From: chris_berry-list-rt-users at jm-associates.com (Chris Berry) Date: Fri, 02 Sep 2005 14:33:40 -0700 Subject: [rt-users] RT RPM for Mandriva? In-Reply-To: <200509021028.21532.iggep@iggepsrealm.com> References: <200509021028.21532.iggep@iggepsrealm.com> Message-ID: <4318C534.9060600@jm-associates.com> Well, I'm on Mandrake 10.1 official and building manually. No fixdeps problem for me. Chris Berry chris_berry at jm-associates.com Information Advisory Manager JM Associates ?If you have a strong enough why you can bear almost any how.? --Nietzsche Iggep wrote: > I've been investigating ticket tracking applications lately and I'd like to > evaluate this one a little further. Since there doesn't seem to be a > pre-packaged mandriva install, I had tried my luck with the manual install > method. I ran into what seems to be a fairly common problem with fixdeps > judging by the mailing list archives. So I figured I'd pause and see if > anyone has either made, or knows where a mandriva rpm package for RT can be > found. > > If not I'll go back to solving the technical problems, but I'm hoping theres a > simpler way right now actually. So, anyone heard of a Mandrake RPM for this? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 iggep at iggepsrealm.com Fri Sep 2 17:53:06 2005 From: iggep at iggepsrealm.com (Iggep) Date: Fri, 2 Sep 2005 17:53:06 -0400 Subject: [rt-users] RT RPM for Mandriva? In-Reply-To: <4318C534.9060600@jm-associates.com> References: <200509021028.21532.iggep@iggepsrealm.com> <4318C534.9060600@jm-associates.com> Message-ID: <200509021753.06130.iggep@iggepsrealm.com> On Friday 02 September 2005 05:33 pm, Chris Berry wrote: > Well, I'm on Mandrake 10.1 official and building manually. No fixdeps > problem for me. > > Chris Berry > chris_berry at jm-associates.com > Information Advisory Manager > JM Associates > > ?If you have a strong enough why you can bear almost any how.? --Nietzsche Well... since that means you have a different set of RPMs installed than I do, I'm afraid that isn't going to help me much :) I'm running on LE 2005 myself right now and definately have some fixdeps problems. I can solve them of course, but I really don't feel like going through all the various motions to tell you the truth. If I can find an RPM cool, otherwise I'll probably move onto a less complicated app. From cartera at lei.net.au Fri Sep 2 19:57:06 2005 From: cartera at lei.net.au (Adrian Carter) Date: Sat, 03 Sep 2005 09:57:06 +1000 Subject: [rt-users] New features on rt 3.4.2 ? In-Reply-To: <589c944005090205163e9f0b75@mail.gmail.com> References: <002f01c5afb5$721de3b0$ab1f09c0@MYRAT> <589c944005090205163e9f0b75@mail.gmail.com> Message-ID: <4318E6D2.9000601@lei.net.au> Yes, 3.5.X has Stats in the core. Very nice and pretty. Graphs can be drawn from any SearchBuilder query :)))) Ruslan Zakirov wrote: >On 9/2/05, Olivier Gigondan wrote: > > >> >>Hello, >> >>i'd like to know what are the new features in 3.4.2 version about the 3.0.11 >>? >> >> >See rt-announce list archives. and also latests stable is 3.4.4 > > > >>In addition, it is possible to have fields filled by send e-mail to rt ? >> >> >http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail > > > >>Does exist other plugin that the one for the statistics ? >> >> >No, but AFAIK 3.5.x development branch has statistics in core. > > > >> >>thanks, >>Olivier >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from >>http://rtbook.bestpractical.com >> >> >> >> > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From jason.grigsby at gmail.com Fri Sep 2 20:27:55 2005 From: jason.grigsby at gmail.com (Jason Grigsby) Date: Fri, 2 Sep 2005 17:27:55 -0700 Subject: [rt-users] Notifying Owners and AdminCcs without duplication In-Reply-To: <02a8832fee7f2c7dcbb746775c65f329@khera.org> References: <1113507373.6053.105.camel@localhost> <02a8832fee7f2c7dcbb746775c65f329@khera.org> Message-ID: <4d38429f050902172756bb9191@mail.gmail.com> This is exactly what I thought I would need to do to solve this problem today when I ran into the same thing. I had already done something similar for a different scripaction so I was familiar with modifying the database. However, it isn't reducing the duplicate emails. I still receive two emails. Looking at the sent email record, it is sending it to me in the To and Bcc fields. My scripactions tables looks like: mysql> select id,name,description,execmodule,argument from ScripActions; +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ | id | name | description | execmodule | argument | +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ | 1 | Autoreply To Requestors | Always sends a message to the requestors independent of message sender | Autoreply | Requestor | | 2 | Notify Requestors | Sends a message to the requestors | Notify | Requestor | | 3 | Notify Owner as Comment | Sends mail to the owner | NotifyAsComment | Owner | | 4 | Notify Owner | Sends mail to the owner | Notify | Owner | | 5 | Notify Ccs as Comment | Sends mail to the Ccs as a comment | NotifyAsComment | Cc | | 6 | Notify Ccs | Sends mail to the Ccs | Notify | Cc | | 7 | Notify AdminCcs as Comment | Sends mail to the administrative Ccs as a comment | NotifyAsComment | AdminCc | | 8 | Notify AdminCcs | Sends mail to the administrative Ccs | Notify | AdminCc | | 9 | Notify Requestors and Ccs as Comment | Send mail to requestors and Ccs as a comment | NotifyAsComment | Requestor,Cc | | 10 | Notify Requestors and Ccs | Send mail to requestors and Ccs | Notify | Requestor,Cc | | 11 | Notify Requestors, Ccs and AdminCcs as Comment | Send mail to all watchers as a "comment" | NotifyAsComment | All | | 12 | Notify Requestors, Ccs and AdminCcs | Send mail to all watchers | Notify | All | | 13 | Notify Other Recipients as Comment | Sends mail to explicitly listed Ccs and Bccs | NotifyAsComment | OtherRecipients | | 14 | Notify Other Recipients | Sends mail to explicitly listed Ccs and Bccs | Notify | OtherRecipients | | 15 | User Defined | Perform a user-defined action | UserDefined | NULL | | 16 | Create Tickets | Create new tickets based on this scrip's template | CreateTickets | NULL | | 17 | Open Tickets | Open tickets on correspondence | AutoOpen | NULL | | 18 | Notify AdminCCs and Owners | Sends mail to the administrative Ccs and Owners | Notify | Owner,AdminCc | +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ My scrips are: On Correspond Open Tickets with template Blank On Owner Change Notify Owner with template Transaction On Create External Autoreply To Requestors with template Autoreply On Create Notify AdminCcs with template Transaction *On Correspond Notify AdminCCs and Owners with template Admin Correspondence On Correspond Notify Other Recipients with template Correspondence On Comment Notify AdminCcs as Comment with template Admin Comment On Comment Notify Other Recipients as Comment with template Correspondence On Resolve with template On Create Internal Notify Requestors and Ccs with template Correspondence On Correspond User Defined with template Correspondence On Correspond User Defined with template Blank On Correspond Notify Requestors and Ccs with template Correspondence * The relevant scrip. I've looked this over multiple times and don't see anywhere that the scrip is being duplicated. As far as I can tell, the action to notify AdminCcs and Owners isn't removing the duplicate email addresses. Looking at the ticket, I only see a single email transaction being sent out which makes me believe this isn't a duplication issue. The email shows headers like: RT-Originator: jason at other-domain.tld To: jason at domain.tld Bcc: jason at domain.tld We are running RT v.3.4.2. Any thoughts on why the email is being duplicated? Thank You, Jason On 4/15/05, Vivek Khera wrote: > > > Not sure why your searches didn't pull up the answer, but at the end of > the above message he ponders a "notify Owner and AdminCC" scrip, which > is exactly the right solution: > > insert into > scripactions(name,description,execmodule,argument,creator,created,lastup > datedby,lastupdated) values ('Notify Owner and AdminCc','Sends mail to > owner and AdminCCs','Notify','Owner,AdminCc',1,now(),1,now()); > > insert into > scripactions(name,description,execmodule,argument,creator,created,lastup > datedby,lastupdated) values ('Notify Owner and AdminCc as > Comment','Sends mail to owner and AdminCCs as > comment','NotifyAsComment', 'Owner,AdminCc',1,now(),1,now()); > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From iggep at iggepsrealm.com Fri Sep 2 21:23:06 2005 From: iggep at iggepsrealm.com (Iggep) Date: Fri, 2 Sep 2005 21:23:06 -0400 Subject: [rt-users] Fwd: RT RPM for Mandriva? Message-ID: <200509022123.06872.iggep@iggepsrealm.com> Since I can't seem to locate an RPM for Mandriva, I guess its back to the harder way. As I mentioned I'm having trouble at fixdeps, which I understand isn't an RT issue, but rather a perl issue. For some reason which I haven't yet been able to figure out, fixdeps isn't installing the missing CPAN modules as it should. Currently I'm missing the following: MASON dependencies: Params::Validate 0.02...MISSING HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING XML::RSS 1.05...MISSING HTTP::Server::Simple::Mason 0.09...MISSING CORE dependencies: DBIx::SearchBuilder 1.26...MISSING Log::Dispatch 2.0...MISSING I've already run perl -MCPAN - e shell without trouble, but fixdeps refuses to install those missing modules. If I try to install them manually I get the same problem of course. I've never messed with perl before so I'm not even sure what I'm looking at when I review the mountain of text that results from "perl -MCPAN -e 'install HTML::Mason'". The final bit of it simply says "1 test skipped. Failed 27/28 test scripts, 3.57% okay. 92/92 subtests failed, 0.00% okay. make: *** [test] Error 255 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force" reading back up through the text shows that there was a problem early on, but I don't know enough to decipher what that problem is exactly. So....... can anyone point me in the right direction here? What should I be looking for to correct whatever this problem is? I'm running Mandriva LE 2005 with perl-5.8.6-6.1.102mdk installed. Thanks for any hints here. ---------- Forwarded Message ---------- Subject: RT RPM for Mandriva? Date: Friday 02 September 2005 10:28 am From: Iggep To: rt-users at lists.bestpractical.com ?I've been investigating ticket tracking applications lately and I'd like to evaluate this one a little further. ?Since there doesn't seem to be a pre-packaged mandriva install, I had tried my luck with the manual install method. ?I ran into what seems to be a fairly common problem with fixdeps judging by the mailing list archives. ?So I figured I'd pause and see if anyone has either made, or knows where a mandriva rpm package for RT can be found. ? If not I'll go back to solving the technical problems, but I'm hoping theres a simpler way right now actually. ?So, anyone heard of a Mandrake RPM for this? ------------------------------------------------------- From gservat at gmail.com Sat Sep 3 12:56:32 2005 From: gservat at gmail.com (Gonzalo Servat) Date: Sun, 4 Sep 2005 02:56:32 +1000 Subject: [rt-users] FastCGI: server "/path/to/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length ... Message-ID: Hi Guys, This is a fresh install of the latest version of RT and while it appears to work OK, my log is getting filled with the following error on every RT webpage hit: FastCGI: server "/path/to/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length at /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Resolver/File.pm line 52 Any ideas?? Thanks Gonzalo From iggep at iggepsrealm.com Sat Sep 3 21:54:10 2005 From: iggep at iggepsrealm.com (Iggep) Date: Sat, 3 Sep 2005 21:54:10 -0400 Subject: [rt-users] Fwd: RT RPM for Mandriva? Message-ID: <200509032154.10319.iggep@iggepsrealm.com> Anyone? ---------- Forwarded Message ---------- Subject: Fwd: RT RPM for Mandriva? Date: Friday 02 September 2005 09:23 pm From: Iggep To: rt-users at lists.bestpractical.com Since I can't seem to locate an RPM for Mandriva, I guess its back to the harder way. As I mentioned I'm having trouble at fixdeps, which I understand isn't an RT issue, but rather a perl issue. For some reason which I haven't yet been able to figure out, fixdeps isn't installing the missing CPAN modules as it should. Currently I'm missing the following: MASON dependencies: Params::Validate 0.02...MISSING HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING XML::RSS 1.05...MISSING HTTP::Server::Simple::Mason 0.09...MISSING CORE dependencies: DBIx::SearchBuilder 1.26...MISSING Log::Dispatch 2.0...MISSING I've already run perl -MCPAN - e shell without trouble, but fixdeps refuses to install those missing modules. If I try to install them manually I get the same problem of course. I've never messed with perl before so I'm not even sure what I'm looking at when I review the mountain of text that results from "perl -MCPAN -e 'install HTML::Mason'". The final bit of it simply says "1 test skipped. Failed 27/28 test scripts, 3.57% okay. 92/92 subtests failed, 0.00% okay. make: *** [test] Error 255 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force" reading back up through the text shows that there was a problem early on, but I don't know enough to decipher what that problem is exactly. So....... can anyone point me in the right direction here? What should I be looking for to correct whatever this problem is? I'm running Mandriva LE 2005 with perl-5.8.6-6.1.102mdk installed. Thanks for any hints here. ---------- Forwarded Message ---------- Subject: RT RPM for Mandriva? Date: Friday 02 September 2005 10:28 am From: Iggep To: rt-users at lists.bestpractical.com ?I've been investigating ticket tracking applications lately and I'd like to evaluate this one a little further. ?Since there doesn't seem to be a pre-packaged mandriva install, I had tried my luck with the manual install method. ?I ran into what seems to be a fairly common problem with fixdeps judging by the mailing list archives. ?So I figured I'd pause and see if anyone has either made, or knows where a mandriva rpm package for RT can be found. ? If not I'll go back to solving the technical problems, but I'm hoping theres a simpler way right now actually. ?So, anyone heard of a Mandrake RPM for this? ------------------------------------------------------- ------------------------------------------------------- From rt at aspidon.net Sun Sep 4 15:34:13 2005 From: rt at aspidon.net (rt) Date: Sun, 04 Sep 2005 13:34:13 -0600 Subject: [rt-users] How to change the default Ticket Display to hide the Metadata? Message-ID: <431B4C35.9070804@aspidon.net> Hello List, I would like to change the default ticket display to hide the metadata fields at the top of the ticket. The current functionality displays the metadata by default and provides toggle functionality to hide it. I believe the following javascript excerpted from rt3/local/html/Elements/Header provides the toggle functionality: function hideshow(num) { idstring = "element-" + num; chunk = document.getElementById(idstring); if ( chunk.style.display == "none") { chunk.style.display = chunk.style.tag; } else { chunk.style.tag = chunk.style.display; chunk.style.display = "none"; } } The javascript variable "chunk" is a TableRowElement generated in rt3/local/html/Elements/TitleBoxStart. I have experimented by setting STYLE="display: none" in the appropriate . The result is the desired no metadata display but also no history display and no display toggle funcitonality. I am looking for javascript or CSS hints or a pointer to appropriate HTML::Mason code to effect changing the default behavior. TIA From gservat at gmail.com Sun Sep 4 18:25:33 2005 From: gservat at gmail.com (Gonzalo Servat) Date: Mon, 5 Sep 2005 08:25:33 +1000 Subject: [rt-users] Re: FastCGI: server "/path/to/rt3/bin/mason_handler.fcgi" stderr: Use of uninitialized value in length ... In-Reply-To: References: Message-ID: On 9/4/05, Gonzalo Servat wrote: [..snip..] > FastCGI: server "/path/to/rt3/bin/mason_handler.fcgi" stderr: Use of > uninitialized value in length at > /usr/lib/perl5/site_perl/5.8.7/HTML/Mason/Resolver/File.pm line 52 [..snip..] Just thought I'd add that I'm running CentOS 4.1 (FWIW) and that I've found a thread from somebody else who is having a similar issue, but there was no solution in the thread. Thanks, Gonzalo From shin.imai at etimestech.jp Mon Sep 5 04:15:33 2005 From: shin.imai at etimestech.jp (Shin Imai) Date: Mon, 05 Sep 2005 17:15:33 +0900 Subject: [rt-users] I want to customize queue. Message-ID: <20050905171202.886D.SHIN.IMAI@etimestech.jp> I want to make sub cotegory in queue. I want it like that if I choose A, X Y and Z come up in sub queue and if I choose B Y and Z come up in sub queue. How can I do that? Shin -- Shin Imai From bulb at ucw.cz Mon Sep 5 04:33:48 2005 From: bulb at ucw.cz (Jan Hudec) Date: Mon, 5 Sep 2005 10:33:48 +0200 Subject: [rt-users] I want to customize queue. In-Reply-To: <20050905171202.886D.SHIN.IMAI@etimestech.jp> References: <20050905171202.886D.SHIN.IMAI@etimestech.jp> Message-ID: <20050905083348.GA4277@vagabond> On Mon, Sep 05, 2005 at 17:15:33 +0900, Shin Imai wrote: > I want to make sub cotegory in queue. > I want it like that if I choose A, X Y and Z come up in sub queue and if > I choose B Y and Z come up in sub queue. > How can I do that? You can use custom field as subqueue. -- 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 shin.imai at etimestech.jp Mon Sep 5 04:37:39 2005 From: shin.imai at etimestech.jp (Shin Imai) Date: Mon, 05 Sep 2005 17:37:39 +0900 Subject: [rt-users] I want to customize queue. In-Reply-To: <20050905083348.GA4277@vagabond> References: <20050905171202.886D.SHIN.IMAI@etimestech.jp> <20050905083348.GA4277@vagabond> Message-ID: <20050905173647.8877.SHIN.IMAI@etimestech.jp> Thanks for your reply. I thought so but I couldn't figure out how to do. Is there any good web site to look? Shin On Mon, 5 Sep 2005 10:33:48 +0200 Jan Hudec wrote: > On Mon, Sep 05, 2005 at 17:15:33 +0900, Shin Imai wrote: > > I want to make sub cotegory in queue. > > I want it like that if I choose A, X Y and Z come up in sub queue and if > > I choose B Y and Z come up in sub queue. > > How can I do that? > > You can use custom field as subqueue. > > -- > Jan 'Bulb' Hudec -- Shin Imai From bulb at ucw.cz Mon Sep 5 04:38:27 2005 From: bulb at ucw.cz (Jan Hudec) Date: Mon, 5 Sep 2005 10:38:27 +0200 Subject: [rt-users] I want to customize queue. In-Reply-To: <20050905173647.8877.SHIN.IMAI@etimestech.jp> References: <20050905171202.886D.SHIN.IMAI@etimestech.jp> <20050905083348.GA4277@vagabond> <20050905173647.8877.SHIN.IMAI@etimestech.jp> Message-ID: <20050905083827.GB4277@vagabond> On Mon, Sep 05, 2005 at 17:37:39 +0900, Shin Imai wrote: > Thanks for your reply. > > I thought so but I couldn't figure out how to do. > Is there any good web site to look? Is the Wiki insufficient? (wiki.bestpractical.com) -- 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 pponte at netcabo.pt Mon Sep 5 06:55:15 2005 From: pponte at netcabo.pt (Pedro Ponte) Date: Mon, 5 Sep 2005 11:55:15 +0100 Subject: [rt-users] End users Replying to resolved tickets... In-Reply-To: <589c944005090103336c1fdd17@mail.gmail.com> Message-ID: Hello to you all, I'm having a similar problem as this, but what I want to do is when a ticket is closed and the response is sent to the requestor, the requestor replies a comment like "Thanks" and the ticket is re-opened. This is not the behavior that I wanted. I would like instead, that the response/comment to a closed ticket to open a new ticket in the RT. I was working on this and I was able to change the code file AutoOpen.pm and the system does not re-open the closed ticket, but I would like to create the new ticket also... Doe anyone have an idea on how to do this? I just want to know what code should I use to create a new ticket when there is a comment sent to a closed ticket... Best regards Pedro Ponte pponte at netcabo.pt TV Cabo Portugal Direccao de Redes e Servi?o IP Tel. +351215002259 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: quinta-feira, 1 de Setembro de 2005 11:33 To: Les Stott Cc: RT Users Subject: Re: [rt-users] End users Replying to resolved tickets... On 9/1/05, Les Stott wrote: > Hi All, > > one of the most annoying things for us is when we close of a ticket and > send a reply (along with the standard resolved ticket response) to an > end user, then quite often reply back with "thanks". Trouble is that it > re-opens the resolved ticket and we have to resolve it again. > Even if we tell them in the reply not to reply unless there is a problem > they dont read it, they don't even read the resolved ticket response > they get which also tells them only to reply if there is still a problem. > > Now that's just the way end-users are, i can accept that, but i thought > i would see if anyone has attempted or done something along the lines > of..... As variant you can override Reply-To mail header in the reply template, but this will prevent all users replies to resolve messages. > > "If a user replies to a resolved ticket with only "thanks" in the body, > accept the message back but dont re-open the ticket. We still see the > email come through but dont need to re-resolve the ticket." Yes, you could do it: * you should create new scrip that resolve ticket if status changes from resolved to open and message contains thanks... * and you also should change resolve scrip because it shouldn't trigger second resolve. You can use examples from wiki as constructor parts, AFAIK there is exist all parts you need on the wiki. > > Could something like this be done? > > Regards, > > Les > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > 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 -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 3045 bytes Desc: not available URL: From brent at skyblue.eu.org Mon Sep 5 07:37:02 2005 From: brent at skyblue.eu.org (Brent) Date: Mon, 5 Sep 2005 12:37:02 +0100 Subject: [rt-users] NotifyNonRecipients scrip Message-ID: <20050905113719.D90854D80B0@diesel.bestpractical.com> When someone sends in a ticket, with several people either in the TO or CC field; is it possible to have those auto-filled in when replying to tickets? Currently RT only replies to the person who opened the ticket, and it is fairly painful to copy and paste all the CC/TO field entries in. The problem is, several groups work together and when one person sends in a request it may be another group that needs to know when it is done. Hopefully that makes sense? Ive tried the NotifyNonRecipients scrip but this doesn't seem to be working for me and I cant seem to find any errors when the scrip runs other than its not picking up any other recipients to email to. Maybe Im doing something wrong here Im not sure. The scrip did say it was only tested up to rt 3.2.1 and Im running 3.4.3 Hopefully this is doable? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From m3freak at rogers.com Mon Sep 5 12:21:47 2005 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Mon, 05 Sep 2005 12:21:47 -0400 Subject: [rt-users] Update database: location of host Message-ID: <1125937307.4960.7.camel@krs> Hello Everyone, I'm trying to upgrade our RT install from 3.2.2 to 3.2.3. I've performed upgrades in the past without any problem, but this time there's a bit of a change, and it's throwing me for a loop. We used to keep RT and the database on the same host, but recently we moved the database to another machine. At the moment, RT is running happily. However, when I try to run the database updates, I receive this error: Password: DBI connect('dbname=rt3;host=localhost','root',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at ./sbin/rt-setup-database line 163 Failed to connect to dbi:mysql:;host=localhost as root: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at ./sbin/rt-setup-database line 163, line 1. The upgrade script is looking for the database on the localhost, but it's no longer there! I haven't been able to figure out how to specify where the database actually resides. This is a fairly basic issue: how do I tell the update script where the mysql database is running? Thanks, Ranbir -- Kanwar Ranbir Sandhu Systems Aligned Inc. www.systemsaligned.com From m3freak at rogers.com Mon Sep 5 12:32:31 2005 From: m3freak at rogers.com (Kanwar Ranbir Sandhu) Date: Mon, 05 Sep 2005 12:32:31 -0400 Subject: [rt-users] Update database: location of host In-Reply-To: <1125937307.4960.7.camel@krs> References: <1125937307.4960.7.camel@krs> Message-ID: <1125937951.4960.10.camel@krs> On Mon, 2005-05-09 at 12:21 -0400, Kanwar Ranbir Sandhu wrote: > This is a fairly basic issue: how do I tell the update script where the > mysql database is running? Whoops. I was trying to run the database updates from the rt-3.2.3 install directory, instead of from the location where I actually have rt setup. After I figured that out, the update proceeded normally. All is well now! Sorry for the noise. Regards, Ranbir -- Kanwar Ranbir Sandhu Systems Aligned Inc. www.systemsaligned.com From ben at atomicmatrix.net Mon Sep 5 13:47:31 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Mon, 5 Sep 2005 13:47:31 -0400 Subject: [rt-users] NotifyNonRecipients scrip In-Reply-To: <20050905113719.D90854D80B0@diesel.bestpractical.com> Message-ID: <20050905174737.668F74D809F@diesel.bestpractical.com> I think you're looking for: http://wiki.bestpractical.com/index.cgi?ParseNewMessageForTicketCcs Make *sure* to read http://wiki.bestpractical.com/index.cgi?RTAddressRegexp as well. -=| Ben _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Brent Sent: Monday, September 05, 2005 7:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] NotifyNonRecipients scrip When someone sends in a ticket, with several people either in the TO or CC field; is it possible to have those auto-filled in when replying to tickets? Currently RT only replies to the person who opened the ticket, and it is fairly painful to copy and paste all the CC/TO field entries in. The problem is, several groups work together and when one person sends in a request it may be another group that needs to know when it is done. Hopefully that makes sense? Ive tried the NotifyNonRecipients scrip but this doesn't seem to be working for me and I cant seem to find any errors when the scrip runs other than its not picking up any other recipients to email to. Maybe Im doing something wrong here Im not sure. The scrip did say it was only tested up to rt 3.2.1 and Im running 3.4.3 Hopefully this is doable? Thanks -------------- next part -------------- An HTML attachment was scrubbed... URL: From mhowsden at gmail.com Mon Sep 5 16:02:16 2005 From: mhowsden at gmail.com (Mike Howsden) Date: Mon, 5 Sep 2005 14:02:16 -0600 Subject: [rt-users] attachments via the CLI In-Reply-To: <42B328E2.3050908@miet.ru> References: <42B2E72D.4060302@progeny.com> <42B328E2.3050908@miet.ru> Message-ID: <68bee7ae05090513024267f208@mail.gmail.com> Hey All, I'm having a hard time seeing if there is a way to add attachments via the CLI and how I would go about it. I currently have a webpage setup to submit tickets (externally) and want to be able to add attachments to those external tickets. anyone have insights for me or a doc to look at? thanks in advance, Mike -------------- next part -------------- An HTML attachment was scrubbed... URL: From evan.waite at itracks.com Mon Sep 5 22:46:30 2005 From: evan.waite at itracks.com (Evan Waite) Date: Mon, 5 Sep 2005 20:46:30 -0600 Subject: [rt-users] Fwd: RT RPM for Mandriva? Message-ID: <597A70AC1EC2674BBC7F929EE0900CFDB1B3C1@hammersmith.itracks.com> To start off, sorry about the html email, our web email client doens't allow us to switch to plain text (and I'm not at work right now). As for running RT on Mandriva, I'm currently running RT3.4.2 on Mandriva LE2005 (Apache2 and FastCGI). Here's what I've done to get things working. Using a combo of Mandriva "main" and "contrib" perl rpms and then finishing things with CPAN modules then a standard install of RT (no RPM for that I'm aware of either). Here are links to the RPM versions of all your missing modules (minus the SearchBuilder which you can get off CPAN). (watch for wrapped lines) perl-Log-Dispatch-2.10-1mdk ftp://mandrake.mirrors.pair.com/Mandrakelinux/official/2005/i586/media/contrib/perl-Log-Dispatch-2.10-1mdk.noarch.rpm perl-XML-RSS-1.05-1mdk ftp://mandrake.mirrors.pair.com/Mandrakelinux/official/2005/i586/media/main/perl-XML-RSS-1.05-1mdk.noarch.rpm perl-Apache-Session-1.6-1mdk ftp://mandrake.mirrors.pair.com/Mandrakelinux/official/2005/i586/media/main/perl-Apache-Session-1.6-1mdk.noarch.rpm perl-HTML-Mason-1.28-2mdk ftp://mandrake.mirrors.pair.com/Mandrakelinux/official/2005/i586/media/contrib/perl-HTML-Mason-1.28-2mdk.noarch.rpm perl-Params-Validate-0.76-1mdk ftp://mandrake.mirrors.pair.com/Mandrakelinux/official/2005/i586/media/contrib/perl-Params-Validate-0.76-1mdk.i586.rpm You might need some deps for these RPMs but if you have URPM configured with a Contrib and Main source, you'll be fine. Reply if you have any more questions. -Evan ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Iggep Sent: Sat 03/09/2005 7:54 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Fwd: RT RPM for Mandriva? Anyone? ---------- Forwarded Message ---------- Subject: Fwd: RT RPM for Mandriva? Date: Friday 02 September 2005 09:23 pm From: Iggep To: rt-users at lists.bestpractical.com Since I can't seem to locate an RPM for Mandriva, I guess its back to the harder way. As I mentioned I'm having trouble at fixdeps, which I understand isn't an RT issue, but rather a perl issue. For some reason which I haven't yet been able to figure out, fixdeps isn't installing the missing CPAN modules as it should. Currently I'm missing the following: MASON dependencies: Params::Validate 0.02...MISSING HTML::Mason 1.23...MISSING Apache::Session 1.53...MISSING XML::RSS 1.05...MISSING HTTP::Server::Simple::Mason 0.09...MISSING CORE dependencies: DBIx::SearchBuilder 1.26...MISSING Log::Dispatch 2.0...MISSING I've already run perl -MCPAN - e shell without trouble, but fixdeps refuses to install those missing modules. If I try to install them manually I get the same problem of course. I've never messed with perl before so I'm not even sure what I'm looking at when I review the mountain of text that results from "perl -MCPAN -e 'install HTML::Mason'". The final bit of it simply says "1 test skipped. Failed 27/28 test scripts, 3.57% okay. 92/92 subtests failed, 0.00% okay. make: *** [test] Error 255 /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force" reading back up through the text shows that there was a problem early on, but I don't know enough to decipher what that problem is exactly. So....... can anyone point me in the right direction here? What should I be looking for to correct whatever this problem is? I'm running Mandriva LE 2005 with perl-5.8.6-6.1.102mdk installed. Thanks for any hints here. ---------- Forwarded Message ---------- Subject: RT RPM for Mandriva? Date: Friday 02 September 2005 10:28 am From: Iggep To: rt-users at lists.bestpractical.com I've been investigating ticket tracking applications lately and I'd like to evaluate this one a little further. Since there doesn't seem to be a pre-packaged mandriva install, I had tried my luck with the manual install method. I ran into what seems to be a fairly common problem with fixdeps judging by the mailing list archives. So I figured I'd pause and see if anyone has either made, or knows where a mandriva rpm package for RT can be found. If not I'll go back to solving the technical problems, but I'm hoping theres a simpler way right now actually. So, anyone heard of a Mandrake RPM for this? ------------------------------------------------------- ------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Joerg.Ungermann at web.de Tue Sep 6 02:46:21 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Tue, 06 Sep 2005 08:46:21 +0200 Subject: [rt-users] Importing users in RT Message-ID: <779950823@web.de> Hi, i need to import a large amount of users into RT. Since there will be custom fields needed, i do have problems to figure out how to do that. Anyone who has done imports into user tables including custom fields so far? What is the best method (database or something like the adduser script? Thanks for advice Joerg _________________________________________________________________________ Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 From hlepesant at veepee.com Tue Sep 6 03:30:02 2005 From: hlepesant at veepee.com (Hugues Lepesant) Date: Tue, 06 Sep 2005 09:30:02 +0200 Subject: [rt-users] Importing users in RT In-Reply-To: <779950823@web.de> References: <779950823@web.de> Message-ID: <431D457A.8090004@veepee.com> Hi, I've two databases with user's information,one is our extranet and the other one is for RT. I've write a perl script, based on David Maze's rtadduser, to get the data from the extranet and put them, using : use RT::Interface::CLI qw(CleanEnv); use RT::User; Here the script. Best regards, Hugues J?rg Ungermann wrote: > Hi, > > i need to import a large amount of users into RT. > Since there will be custom fields needed, i do have problems to figure out how to do that. > > Anyone who has done imports into user tables including custom fields so far? > What is the best method (database or something like the adduser script? > > Thanks for advice > > > Joerg > _________________________________________________________________________ > Mit der Gruppen-SMS von WEB.DE FreeMail k?nnen Sie eine SMS an alle > Freunde gleichzeitig schicken: http://freemail.web.de/features/?mc=021179 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > > -- Hugues Lepesant ---------------------- Ing?nieur Exploitation VeePee Tel : +33 1 73 02 68 02 119 rue de Paris 92772 Boulogne Cedex FRANCE -------------- next part -------------- An embedded and charset-unspecified text was scrubbed... Name: SyncUser2RT URL: From shin.imai at etimestech.jp Tue Sep 6 03:54:07 2005 From: shin.imai at etimestech.jp (Shin Imai) Date: Tue, 06 Sep 2005 16:54:07 +0900 Subject: [rt-users] I want to customize queue. In-Reply-To: <20050905083827.GB4277@vagabond> References: <20050905173647.8877.SHIN.IMAI@etimestech.jp> <20050905083827.GB4277@vagabond> Message-ID: <20050906165016.0B0A.SHIN.IMAI@etimestech.jp> I looked through the web site but I can't find the one I want yet. And I tried to figure it out myself but it is not working as I want. Is there any easy way to do that? Shin On Mon, 5 Sep 2005 10:38:27 +0200 Jan Hudec wrote: > On Mon, Sep 05, 2005 at 17:37:39 +0900, Shin Imai wrote: > > Thanks for your reply. > > > > I thought so but I couldn't figure out how to do. > > Is there any good web site to look? > > Is the Wiki insufficient? (wiki.bestpractical.com) > > -- > Jan 'Bulb' Hudec -- Shin Imai From tomas.xa.doyle at ericsson.com Tue Sep 6 05:26:29 2005 From: tomas.xa.doyle at ericsson.com (Tomas Doyle XA (DL/LMI)) Date: Tue, 6 Sep 2005 11:26:29 +0200 Subject: [rt-users] delete user button Message-ID: <9B90FC9233F6E94493FF4FD8E0BA247D03D837C5@eiedbnt502> Hi RT Users im trying to create a delete user button on the modify user page - i have it there but of course no functionality. i was looking at the Submit code in Elements for comparison. i am a newbie to perl but have a good understanding of sql coding. can anybody explain as to where any of the database accessing is happening in for example the code below at a loss thanks alot % if ($Reset) { %} 63: 66: > > 63: > > > > 66: > > 99: 100:
  % if ($AlternateLabel) { <%$AlternateCaption%> From olivier.horec at gmail.com Tue Sep 6 05:37:08 2005 From: olivier.horec at gmail.com (Olivier Horec) Date: Tue, 6 Sep 2005 11:37:08 +0200 Subject: [rt-users] How to add a variable in RT_SiteConfig Message-ID: <34f141b8050906023720b771a@mail.gmail.com> Hello, I made some customizations in RT and I want to be able to do some easy modifications in the future. So I want to use some global variables and to access to them in a .html file or in a template. I try to add them in RT_SiteConfig.pm but I get : Global symbol "$TestVariable" requires explicit package name at .../index.html Anyone has an idea ? Thanks, Olivier From olivier.horec at gmail.com Tue Sep 6 06:04:54 2005 From: olivier.horec at gmail.com (Olivier Horec) Date: Tue, 6 Sep 2005 12:04:54 +0200 Subject: [rt-users] Re: How to add a variable in RT_SiteConfig In-Reply-To: <34f141b8050906023720b771a@mail.gmail.com> References: <34f141b8050906023720b771a@mail.gmail.com> Message-ID: <34f141b80509060304352beffa@mail.gmail.com> I found the solution : I forgot to add the $RT:: I have to use $RT::TestVariable. Now it works well Best Regards, Olivier 2005/9/6, Olivier Horec : > Hello, > > I made some customizations in RT and I want to be able to do some easy > modifications in the future. So I want to use some global variables > and to access to them in a .html file or in a template. > > I try to add them in RT_SiteConfig.pm but I get : > Global symbol "$TestVariable" requires explicit package name at .../index.html > > Anyone has an idea ? > > > Thanks, > Olivier > From tyler.shen at vicscouts.asn.au Tue Sep 13 07:18:48 2005 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Tue, 13 Sep 2005 21:18:48 +1000 Subject: [rt-users] Statistics Rights Message-ID: <1126610328.3611.6.camel@network-2.intranet.vicscouts.asn.au> Hi all, I wonder if anyone can help me with this: I have deployed RT Statistics under RT 3.2. Everything was working fine except that all the users can see the statistics. I want to restrict the access to RT Statistics only to those in the administration group. How do I do that? Thanks in advance! -- 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 *** 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 antonio at bemfi.ca Tue Sep 6 07:30:05 2005 From: antonio at bemfi.ca (Antonio Bemfica) Date: Tue, 06 Sep 2005 07:30:05 -0400 Subject: [rt-users] Statistics Rights In-Reply-To: <1126610328.3611.6.camel@network-2.intranet.vicscouts.asn.au> References: <1126610328.3611.6.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <1126006163.67061.21.camel@bemfi.ca> I did that just yesterday. Merge the Tabs file that comes with the Stats package with the original one and place it in the local hierarchy. Attached is the one for 3.4.2. A. On Tue, 2005-13-09 at 21:18 +1000, Shen, Tyler wrote: > Hi all, > > I wonder if anyone can help me with this: > > I have deployed RT Statistics under RT 3.2. Everything was working fine > except that all the users can see the statistics. I want to restrict the > access to RT Statistics only to those in the administration group. How > do I do that? Thanks in advance! > -------------- next part -------------- %# 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/PageLayout, current_toptab => $current_toptab, current_tab => $current_tab, toptabs => $toptabs, topactions => $topactions, tabs => $tabs, actions => $actions, subactions => $subactions, title => $Title &> <%INIT> my $action; my $basetopactions = { A => { html => $m->scomp('/Elements/CreateTicket') }, B => { html => $m->scomp('/Elements/SimpleSearch') } }; my $basetabs = { A => { title => loc('Homepage'), path => '', }, B => { title => loc('Tickets'), path => 'Search/Build.html' }, C => { title => loc('Tools'), path => 'Tools/Offline.html' }, P => { title => loc('Approval'), path => 'Approvals/' }, }; if ($session{'CurrentUser'}->HasRight( Right => 'ShowConfigTab', Object => $RT::System )) { $basetabs->{E} = { title => loc('Configuration'), path => 'Admin/', }; $basetabs->{Z} = { title => loc('Statistics'), path => 'Statistics/index.html' }; } if ($session{'CurrentUser'}->HasRight( Right => 'ModifySelf', Object => $RT::System )) { $basetabs->{K} = { title => loc('Preferences'), path => 'User/Prefs.html' }; } if (!defined $toptabs) { $toptabs = $basetabs; } if (!defined $topactions) { $topactions = $basetopactions; } # Now let callbacks add their extra tabs $m->comp('/Elements/Callback', topactions => $topactions, toptabs => $toptabs, %ARGS); <%ARGS> $current_toptab => undef $current_tab => undef $toptabs => undef $topactions => undef $tabs => undef $actions => undef $subactions => undef $Title => undef From rmreis at cpqd.com.br Tue Sep 6 08:10:02 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Tue, 6 Sep 2005 09:10:02 -0300 Subject: RES: [rt-users] How to add a variable in RT_SiteConfig Message-ID: Use $RT::TestVariable instead of $TestVariable. Regards, Rodolfo -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Olivier Horec Enviada em: ter?a-feira, 6 de setembro de 2005 06:37 Para: RT Mailing List Assunto: [rt-users] How to add a variable in RT_SiteConfig Hello, I made some customizations in RT and I want to be able to do some easy modifications in the future. So I want to use some global variables and to access to them in a .html file or in a template. I try to add them in RT_SiteConfig.pm but I get : Global symbol "$TestVariable" requires explicit package name at .../index.html Anyone has an idea ? Thanks, Olivier _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From kfh at mqsoftware.com Tue Sep 6 10:06:02 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 6 Sep 2005 09:06:02 -0500 Subject: [rt-users] How do I add a System Right? Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA54B@mailservermn.mqsoftware.com> Due to the earlier messages on the list today about restricting access to the Statistics tab, I'd like to add a "ShowStatistics" system right, there doesn't seem to be any clean callback/overlay way to do this, which leaves me with making a copy of System.pm in local, which I'd *really* like to avoid. Am I missing something? -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From javoskam at uwaterloo.ca Tue Sep 6 10:18:34 2005 From: javoskam at uwaterloo.ca (Jeff Voskamp) Date: Tue, 06 Sep 2005 10:18:34 -0400 Subject: [rt-users] Seach/Build.html problems Message-ID: <431DA53A.6090401@uwaterloo.ca> All the Columns that refer to other tickets (DependsOn, RefersTo, etc) all seem to return the current ticket ID instead of the _other_ end of the link. I get this behaviour under 3.4.4 and 3.5.3. Jeff Voskamp From panu at colorplaza.com Tue Sep 6 10:44:22 2005 From: panu at colorplaza.com (Panu) Date: Tue, 06 Sep 2005 16:44:22 +0200 Subject: [rt-users] End users Replying to resolved tickets... In-Reply-To: <20050901153249.6D3EE4D82CB@diesel.bestpractical.com> References: <20050901153249.6D3EE4D82CB@diesel.bestpractical.com> Message-ID: <431DAB46.8080906@colorplaza.com> rt-users-request at lists.bestpractical.com wrote: >>"If a user replies to a resolved ticket with only "thanks" in the body, >>accept the message back but dont re-open the ticket. We still see the >>email come through but dont need to re-resolve the ticket." > > Yes, you could do it: > * you should create new scrip that resolve ticket if status changes > from resolved to open and message contains thanks... Maybe it could also be checked if a certain string exists or not on the reply. So on the resolved ticket message there's a text for example: remove the following to re-open this resolved ticket: reopenticket and then the reply is checked for that string and if it's still there it will not reopen the ticket. Atleast it requires some effort to have it reopened. This would work at least on our intallation because all of our users could be educated. Panu From kballing at sci.utah.edu Tue Sep 6 13:44:05 2005 From: kballing at sci.utah.edu (Kyle Balling) Date: Tue, 06 Sep 2005 11:44:05 -0600 Subject: [rt-users] Resolved template Message-ID: <431DD565.2060402@sci.utah.edu> Hello, Could someone send me the content of the default "Resolved" template, I have modified mine and don't have the original. thanks. From, Kyle Balling, SCI Institute, Universiy of Utah From steve.rieger at tbwachiat.com Tue Sep 6 13:36:51 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Tue, 6 Sep 2005 13:36:51 -0400 Subject: [rt-users] LDAP once and for all Message-ID: <2B969A75-4336-4DBD-806F-9AAEF001A32B@tbwachiat.com> hi all, am in the process of documenting the various methods of enabling ldap, openldap, NDS, and AD authent into RT. and have one last question when implementing the LDAP_Overlay. where do i put the User_Local.PM does it go into $RT-HOME/local/lib or $RT-HOME/lib/RT once am done i will post and add it to the wiki. -- Steve Rieger AIM chozrim ICQ 53956607 Cell 646 335 8915 steve.rieger at tbwachiat.com This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure. Dissemination, distribution or copying of this e-mail or the information herein by anyone other than the intended recipient, or an employee or agent responsible for delivering the message to the intended recipient, is strictly prohibited. All contents are the copyright property of TBWA\Chiat\Day, its agencies or a client of such agencies. If you are not the intended recipient, you are nevertheless bound to respect the worldwide legal rights of TBWA\Chiat\Day, its agencies and its clients. We require that unintended recipients delete the e-mail and destroy all electronic copies in their system, retaining no copies in any media. If you have received this e-mail in error, please immediately notify us via e-mail to disclaimer at tbwachiat.com. We appreciate your cooperation. We make no warranties as to the accuracy or completeness of this e-mail and accept no liability for its content or use. Any opinions expressed in this e-mail are those of the author and do not necessarily reflect the opinions of TBWA\Chiat\Day or any of its agencies or affiliates. From Ahalya_Nathan at mudnebr.com Tue Sep 6 13:55:50 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Tue, 6 Sep 2005 12:55:50 -0500 Subject: [rt-users] LDAP once and for all Message-ID: $RT-HOME/local/lib Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax _____________________________________________ From: rt-users-bounces at lists.bestpractical.com@MUD On Behalf Of Steve Rieger Sent: Tuesday, September 06, 2005 12:37 PM To: RT Users Subject: [rt-users] LDAP once and for all hi all, am in the process of documenting the various methods of enabling ldap, openldap, NDS, and AD authent into RT. and have one last question when implementing the LDAP_Overlay. where do i put the User_Local.PM does it go into $RT-HOME/local/lib or $RT-HOME/lib/RT once am done i will post and add it to the wiki. -- Steve Rieger AIM chozrim ICQ 53956607 Cell 646 335 8915 steve.rieger at tbwachiat.com This e-mail is intended only for the named person or entity to which it is addressed and contains valuable business information that is privileged, confidential and/or otherwise protected from disclosure. Dissemination, distribution or copying of this e-mail or the information herein by anyone other than the intended recipient, or an employee or agent responsible for delivering the message to the intended recipient, is strictly prohibited. All contents are the copyright property of TBWA\Chiat\Day, its agencies or a client of such agencies. If you are not the intended recipient, you are nevertheless bound to respect the worldwide legal rights of TBWA\Chiat\Day, its agencies and its clients. We require that unintended recipients delete the e-mail and destroy all electronic copies in their system, retaining no copies in any media. If you have received this e-mail in error, please immediately notify us via e-mail to disclaimer at tbwachiat.com. We appreciate your cooperation. We make no warranties as to the accuracy or completeness of this e-mail and accept no liability for its content or use. Any opinions expressed in this e-mail are those of the author and do not necessarily reflect the opinions of TBWA\Chiat\Day or any of its agencies or affiliates. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 todd at chaka.net Tue Sep 6 13:31:22 2005 From: todd at chaka.net (Todd Chapman) Date: Tue, 6 Sep 2005 13:31:22 -0400 Subject: [rt-users] RT 3.4.3 search building bug. Message-ID: <20050906173122.GE21451@chaka.net> We are at RT 3.4.3 (moving to 3.4.4 today). My users have started complaining about an error that happens when building searches. I thought I would post this as I don't see in mentioned in the Changelog for 3.4.4. As of yet, I don't know how to reproduce the error. It seems to pop up at random times. Error text: Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. Trace begun at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270.^J') called at /opt/rt3/share/html/Search/Build.html line 270 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0xa19c9a4)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa2e5c14)') called at /opt/rt3/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x983a4bc)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa2e5c14)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa2e5c14)') called at /usr/local/lib/perl5/site_perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x95bc6d0)', 'Apache=SCALAR(0xa3ccc30)') called at /opt/rt3/bin/webmux.pl line 124 eval {...} at /opt/rt3/bin/webmux.pl line 124 RT::Mason::handler('Apache=SCALAR(0xa3ccc30)') called at /dev/null line 0 eval {...} at /dev/null line 0 Thanks. -Todd From sebastian at switchingnetworks.com.ar Tue Sep 6 16:04:33 2005 From: sebastian at switchingnetworks.com.ar (sebastian at switchingnetworks.com.ar) Date: Tue, 6 Sep 2005 17:04:33 -0300 Subject: [rt-users] RT Upgrade Message-ID: <20050906201116.E17554D807D@diesel.bestpractical.com> I just upgrade my RT 3.2.3 to RT 3.4.4. Backuped the rt3 database with mysqldump and restored it onto the RT 3.4.4 but some data doesn't appear to be in place. Some missed data: - I don't see the History of each tickets - Custom Fields are missed - Disables users doesn't appear. Any Clue?? Sebastian -------------- next part -------------- An HTML attachment was scrubbed... URL: From alexmv at bestpractical.com Tue Sep 6 16:20:57 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 06 Sep 2005 16:20:57 -0400 Subject: [rt-users] RT Upgrade In-Reply-To: <20050906201116.E17554D807D@diesel.bestpractical.com> References: <20050906201116.E17554D807D@diesel.bestpractical.com> Message-ID: <1126038058.13665.3.camel@zoq-fot-pik.mit.edu> On Tue, 2005-09-06 at 17:04 -0300, sebastian at switchingnetworks.com.ar wrote: > I just upgrade my RT 3.2.3 to RT 3.4.4. ..did you follow the directions in the README to upgrade the database? - Alex From sebastian at switchingnetworks.com.ar Tue Sep 6 16:42:43 2005 From: sebastian at switchingnetworks.com.ar (sebastian at switchingnetworks.com.ar) Date: Tue, 6 Sep 2005 17:42:43 -0300 Subject: [rt-users] RT Upgrade In-Reply-To: <1126038058.13665.3.camel@zoq-fot-pik.mit.edu> Message-ID: <20050906204246.26EAA4D8070@diesel.bestpractical.com> Seems to be a bad db, just tried with an older one I did OK. Thanks for the help! Cheers -----Mensaje original----- De: chmrr at zoq-fot-pik.mit.edu [mailto:chmrr at zoq-fot-pik.mit.edu] En nombre de Alex Vandiver Enviado el: Martes, 06 de Septiembre de 2005 05:21 p.m. Para: sebastian at switchingnetworks.com.ar CC: rt-users at lists.bestpractical.com Asunto: Re: [rt-users] RT Upgrade On Tue, 2005-09-06 at 17:04 -0300, sebastian at switchingnetworks.com.ar wrote: > I just upgrade my RT 3.2.3 to RT 3.4.4. ..did you follow the directions in the README to upgrade the database? - Alex -- No virus found in this incoming message. Checked by AVG Anti-Virus. Version: 7.0.344 / Virus Database: 267.10.18/91 - Release Date: 06/09/2005 From rascal at lords.com Tue Sep 6 17:10:12 2005 From: rascal at lords.com (Matti Meikdldinen) Date: Tue, 06 Sep 2005 16:10:12 -0500 Subject: [rt-users] Install problems (RT 3.4.4 on FC3, mod_perl2 and apache2) Message-ID: <200509062110.j86LAC829262@cal1-1.us4.outblaze.com> An embedded and charset-unspecified text was scrubbed... Name: not available URL: From kballing at sci.utah.edu Tue Sep 6 18:45:12 2005 From: kballing at sci.utah.edu (Kyle Balling) Date: Tue, 06 Sep 2005 16:45:12 -0600 Subject: [rt-users] Multiple email addresses for a single login name In-Reply-To: <4315FF83.1060203@sci.utah.edu> References: <4315FF83.1060203@sci.utah.edu> Message-ID: <431E1BF8.30703@sci.utah.edu> OK, after hours and hours of pouring over the code in /opt/rt3/lib/RT/Interface/Email.pm I have a solution. Now if there is a user, for example Joe, who has two or three or 10 email addresses, RT will make it work. For example if Joe uses, joe at domain1.com and joe at domain2.com he will be able to create tickets by email and RT will not create two users or give an error. So here is what I changed. (From Email.pm with changes commented ) --------------- # {{{ Create User sub CreateUser { my ($Username, $Address, $Name, $ErrorsTo, $entity) = @_; my $NewUser = RT::User->new($RT::SystemUser); ##### I inserted this part to give me normal user names instead of the entire email address as the username my ($name, $domain) = split(/@/, $Address); ##### my ($Val, $Message) = $NewUser->Create(Name => $name, ##### used to be ($Username || $Address), EmailAddress => $Address, RealName => $Name, Password => undef, Privileged => 0, Comments => 'Autocreated on ticket submission' ); unless ($Val) { # Deal with the race condition of two account creations at once # ##### the function LoadByName doesn't work for some reason. # if ($Username) { # $NewUser->LoadByName($Username); # } ##### #This seems to work and updates the user's email address to the most recently used one if ($name){ $NewUser->Load($name); $NewUser->SetEmailAddress($Address) } ##### unless ($NewUser->Id) { $NewUser->LoadByEmail($Address); } unless ($NewUser->Id) { MailError( To => $ErrorsTo, Subject => "User could not be created", Explanation => "User creation failed in mailgateway: $Mes sage", MIMEObj => $entity, LogLevel => 'crit' ); } } my $CurrentUser = RT::CurrentUser->new(); $CurrentUser->LoadByEmail($Address); unless ($CurrentUser->id) { $RT::Logger->warning("Couldn't load user '$Address'.". "giving up") ; MailError( To => $ErrorsTo, Subject => "User could not be loaded", Explanation => "User '$Address' could not be loaded in the mail gateway", MIMEObj => $entity, LogLevel => 'crit' ); } return $CurrentUser; } # }}} That seems to work and is a good work around if a single username has to be mantained for multiple emails. Please tell me if there are any errors. Kyle Balling wrote: > 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 From a at aufbix.org Tue Sep 6 19:37:50 2005 From: a at aufbix.org (Andraz Sraka) Date: Wed, 07 Sep 2005 01:37:50 +0200 Subject: [rt-users] Multiple email addresses for a single login name In-Reply-To: <431E1BF8.30703@sci.utah.edu> References: <4315FF83.1060203@sci.utah.edu> <431E1BF8.30703@sci.utah.edu> Message-ID: <1126049870.20718.0.camel@localhost> On Tue, 2005-09-06 at 16:45 -0600, Kyle Balling wrote: > OK, after hours and hours of pouring over the code in > /opt/rt3/lib/RT/Interface/Email.pm I have a solution. can you submit a diff patch file? regards, Andraz -- BOFH excuse #403: Sysadmin didn't hear pager go off due to loud music from bar-room speakers. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 1903 bytes Desc: not available URL: From espenhw at ovitas.no Wed Sep 7 03:01:01 2005 From: espenhw at ovitas.no (Espen Wiborg) Date: Wed, 07 Sep 2005 09:01:01 +0200 Subject: [rt-users] Multiple email addresses for a single login name In-Reply-To: <431E1BF8.30703@sci.utah.edu> (Kyle Balling's message of "Tue, 06 Sep 2005 16:45:12 -0600") References: <4315FF83.1060203@sci.utah.edu> <431E1BF8.30703@sci.utah.edu> Message-ID: Kyle Balling writes: > OK, after hours and hours of pouring over the code in > /opt/rt3/lib/RT/Interface/Email.pm I have a solution. > Now if there is a user, for example Joe, who has two or three or 10 > email addresses, RT will make it work. For example if Joe uses, > joe at domain1.com and joe at domain2.com he will be able to create tickets by > email and RT will not create two users or give an error. So here is what > I changed. > (From Email.pm with changes commented ) --------------- <-snip-> > That seems to work and is a good work around if a single username has to > be mantained for multiple emails. > Please tell me if there are any errors. Is there any reason why overlaying CanonicalizeEmailAddress (or CanonicalizeUserInfo, if you have complex requirements) will not fit your needs? >From a cursory glance at your code, all email addresses joe@ seem to be mapped to the user joe. What happens if you have two distinct users who both have 'joe' as the localpart of (some) of their mail addresses? Is this really the intended behaviour? -- Espen Wiborg There are 293 ways to make change for a dollar. From florian.hochstrasser at swisslog.com Wed Sep 7 05:13:20 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Wed, 7 Sep 2005 11:13:20 +0200 Subject: [rt-users] (no subject) Message-ID: <24EEAB6B0F6C6C42814AB69E201B34C3A1D031@schb7sw3-011.schb7.swisslog.net> Dear list First of all: Hi everyone! I have implemented RT quite a while ago at my company. It runs very well, but now I need to implement custom stuff. First of all, a scrip. Problem: Resolved tickets should be reopened when the customer sends a reply to it after it's been closed. My code: Condition: if (($self->TransactionObj->Type eq "Correspond") && ($self->TicketObj->Status eq "resolved")) { return(1); } else { return(undef); } Custom action preparation code: $self->TicketObj->SetStatus = 'open'; $self->TicketObj->SetResolved = ''; return 1; I can't get that to work, could anybody please point me in the right direction? Thanks in advance, 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 espenhw at ovitas.no Wed Sep 7 05:34:50 2005 From: espenhw at ovitas.no (Espen Wiborg) Date: Wed, 07 Sep 2005 11:34:50 +0200 Subject: [rt-users] (no subject) In-Reply-To: <24EEAB6B0F6C6C42814AB69E201B34C3A1D031@schb7sw3-011.schb7.swisslog.net> (Florian Hochstrasser's message of "Wed, 7 Sep 2005 11:13:20 +0200") References: <24EEAB6B0F6C6C42814AB69E201B34C3A1D031@schb7sw3-011.schb7.swisslog.net> Message-ID: "Florian Hochstrasser" writes: > Problem: Resolved tickets should be reopened when the customer sends > a reply to it after it's been closed. My code: The default RT installation contains a scrip that does this. If you've deleted it, it can easily be recreated with the following parameters: Condition: On Correspond Action: Open Tickets Template: Global Template: Blank -- Espen Wiborg In most advertisements, the time displayed on a watch is 10:10. From cronfy at ipnet.ru Wed Sep 7 09:25:39 2005 From: cronfy at ipnet.ru (cronfy - ipnet) Date: Wed, 7 Sep 2005 17:25:39 +0400 Subject: [rt-users] Russian description cause system error Message-ID: <98424815.20050907172539@ipnet.ru> Good day, everyone! Nice to meet you. I have just installed RT-3.4.4 with mod_perl/1.29 and Apache/1.3.31. It works fine while it is english, but when I try to set russian description for a new queue or group, I get System Error like one I placed here: http://cronfy.spb.ru/error.htm, but group or queue is created though. Creating a group or a queue with russian name and english description works OK. There was same problem with setting russian descriptions for CustomsFields values when I used RT-3.4.3, but this problem has gone after I upgraded RT. What can I do to fix this?.. Thank You. -- cronfy mailto:cronfy at ipnet.ru From Ahalya_Nathan at mudnebr.com Wed Sep 7 10:31:00 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Wed, 7 Sep 2005 09:31:00 -0500 Subject: [rt-users] Issue in installing mod_ntlm module for apache2.0.54 Message-ID: Hi all, Has anyone been successful in installing the mod_ntlm2.0.1 module for Apache2.0.54? I am modifying the APXS and APACHECTL but no luck. Here is how I am doing it: #APXS=apxs APXS=/usr/local/dev/apacheRT4/bin/apxs #APACHECTL=/etc/rc.d/apache APACHECTL=/usr/local/dev/apacheRT4 The reason I am trying to install this module is because I need to access the $REMOTE_USER variable. After doing some research on the internet I found out that the $REMOTE_USER will be set with the name with which the person tries to login to their machine (the authentication for this login is done via Active directory). Am I right? Ahalya Nathan Senior Programmer / Analyst Information Technology, Metropolitan Utilities District (402) 449-8218 phone (402) 449-8131 fax -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Sep 7 10:33:21 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 7 Sep 2005 18:33:21 +0400 Subject: [rt-users] Russian description cause system error In-Reply-To: <98424815.20050907172539@ipnet.ru> References: <98424815.20050907172539@ipnet.ru> Message-ID: <589c9440050907073317b78a51@mail.gmail.com> I can reproduce this, but didn't dig deep why it happens. On 9/7/05, cronfy - ipnet wrote: > Good day, everyone! > > Nice to meet you. > I have just installed RT-3.4.4 with mod_perl/1.29 and Apache/1.3.31. > It works fine while it is english, but when I try to set russian > description for a new queue or group, I get System Error like one > I placed here: http://cronfy.spb.ru/error.htm, but group or queue > is created though. Creating a group or a queue with russian name > and english description works OK. > There was same problem with setting russian descriptions for > CustomsFields values when I used RT-3.4.3, but this problem has gone > after I upgraded RT. > > What can I do to fix this?.. > > Thank You. > > -- > cronfy mailto:cronfy at ipnet.ru > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From travisll at comfedcu.org Wed Sep 7 10:16:30 2005 From: travisll at comfedcu.org (Travis Llewellyn) Date: Wed, 7 Sep 2005 09:16:30 -0500 Subject: [rt-users] Install problems (RT 3.4.4 on FC3, mod_perl2 and apache2) Message-ID: -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA256 What I had to do with FC4 was upgrade mod_perl2 from http://download.fedora.redhat.com/pub/fedora/linux/core/updates/4/i386/ I do not know if there is an update for FC3. Travis Llewellyn Network Administrator Communication Federal Credit Union travisll at comfedcu.org - ------------------------------------------------------------------------- 1 Peter 2:21 Christ suffered for you, leaving you an example, that you should follow in his steps. - -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Matti Meikdldinen Posted At: Tuesday, September 06, 2005 4:10 PM Posted To: rt3-list Conversation: [rt-users] Install problems (RT 3.4.4 on FC3, mod_perl2 and apache2) Subject: [rt-users] Install problems (RT 3.4.4 on FC3, mod_perl2 and apache2) Hi! I've been trying to get RT 3.4.4 working on FC3 with mod_perl2 (v1.99-16) and apache2.(I guess I should have done some more investigating before trying this combination) Anyway I've followed the FC2 tutorial on bestpractical and despite few differences between fc2 and fc3 I've managed to get everything working to the point where I've done the rt3.conf which looks like this. ServerName hostname DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason Now when I start apache I get error from webmux.pl saying "RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0". Is this a dead end or is it possible to get RT working? I tried to compile mod_perl2 (v2.0.3) from source before I started to install RT but I got an error saying I can't put 2.0.3 on 1.99 so I didn't pursue this path any further. Any advice welcome.. Thanks, //Rascal - -- ___________________________________________________________ Sign-up for Ads Free at Mail.com http://promo.mail.com/adsfreejump.htm _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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: PGP Desktop 9.0.2 (Build 2424) iQEVAwUBQx72HakF3FdG31XhAQiVAwf/VpnTFR5Q/XLTFdY94bQVQ4fxk883gsHG zVjemShKzU7gtrOX9GV8hkaiTbv4Q1txxVY4b53ROrAiE9mOUUWTmZ29BQ67VAPZ 9xICyMdwIIoXdF58XLwbCWCbLsJGAwO1oHoSadSJt6Gn5TJx7fJzRkE/5dUi47qY hliOJemShoP7h1Tf1WFtuhfjAiZrV8zxqdf49S6SkhKRGNwGnq04MWH3orRK+eyI B5etG7+++3xwZ6SJY0efqdJele+a++CM8gwuOfsPeLiY1gdPzJrz7LpGrradN4rc x51Zpk1j0zpu3jwIMaWsbtcFxh//7tsmGFrylVaeRm+QIEtLinkS+A== =rRRO -----END PGP SIGNATURE----- ----------------------------------------------------------------- This e-mail and the files transmitted with it are the property of Communication Federal Credit Union and/or its affiliates, are confidential, and are intended solely for use of the individual or entity to whom this e-mail is addressed. If you are not one of the named recipient(s) or otherwise have reason to believe that you have received this message in error, please notify the sender at 405-879-5600 and delete this message immediately from your computer. Any other use, retention, dissemination, forwarding, printing, or copying of this e-mail is strictly prohibited. From putzoa at gmx.de Wed Sep 7 10:51:47 2005 From: putzoa at gmx.de (Andreas Putzo) Date: Wed, 7 Sep 2005 16:51:47 +0200 (MEST) Subject: [rt-users] Prevent change of CustomField per Queue Message-ID: <5082.1126104707@www54.gmx.net> Hello, is there a way to prevent users from changing a CustomField depending on the queue? I have a CF, which should be editable in queue A. During the process, the ticket changes its queue to queue B. There, the CF should only be visible, but NOT editable. I tried to realize this with some scrips. My best result yet was a scrip-loop, changing the CF value over and over :p My current ideas: - temporary changing the user rights - somehow interrupt the transaction - changing the CF back to its old value Kindly regards, Andreas Putzo -- Lust, ein paar Euro nebenbei zu verdienen? Ohne Kosten, ohne Risiko! Satte Provisionen f?r GMX Partner: http://www.gmx.net/de/go/partner From les at futuresource.com Wed Sep 7 11:09:34 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 07 Sep 2005 10:09:34 -0500 Subject: [rt-users] Install problems (RT 3.4.4 on FC3, mod_perl2 and apache2) In-Reply-To: <200509062110.j86LAC829262@cal1-1.us4.outblaze.com> References: <200509062110.j86LAC829262@cal1-1.us4.outblaze.com> Message-ID: <1126105773.17470.16.camel@moola.futuresource.com> On Tue, 2005-09-06 at 16:10, Matti Meikdldinen wrote: > I've been trying to get RT 3.4.4 working on FC3 with mod_perl2 > (v1.99-16) and apache2.(I guess I should have done some more > investigating before trying this combination) I think what you are trying should work, but you might find it easier to switch to fastcgi. The instructions for RHEL at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide should be very close to what you need for FC3. Or you could switch to Centos4 while you are at it since FC3 won't be officially supported that much longer. -- Les Mikesell les at futuresource.com From ben at atomicmatrix.net Wed Sep 7 11:13:03 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Wed, 7 Sep 2005 11:13:03 -0400 Subject: [rt-users] Expected behavior of disabled queues while searching? Message-ID: <20050907151311.47BD04D8121@diesel.bestpractical.com> I'm executing a search in RT (3.4.x, 3.5.x) and am finding hits on tickets that are in a disabled queue. It would be sort-of OK if I could select the queue to specifically DISinclude it but I can't. Is this a bug (which I'll provide a patch for)? -=| Ben -------------- next part -------------- An HTML attachment was scrubbed... URL: From btmanmeh at verizon.net Wed Sep 7 11:22:54 2005 From: btmanmeh at verizon.net (Max) Date: Wed, 07 Sep 2005 11:22:54 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> Message-ID: <431F05CE.7010101@verizon.net> David Glasser wrote: > If you can't get Test::More installed properly, then I wouldn't be > surprised if you can't get the test suite of the other modules to work > -- Test::More is used pretty extensively in test suites these days. After much correspondence with another having the same issues as I was with this post, we finally got it narrowed down to an offending HTML::Mason issue. We ended up installing Pod::Tests first, force installing WWW::Mechanize, and Test::More. Then I ended up installing DBIx::SearchBuilder manually as well. After that, HTML::Mason version 1.28 was installed from tarball (It does not play well with 1.31). This seemed to cure the issues with Asset Tracker and RTFM not showing up in the menus. It also cured some other odd behavior RT was exhibiting. I just wanted to post back about this issue in case others could find it helpful. Max From mcoakley at managedbusiness.com Wed Sep 7 10:48:07 2005 From: mcoakley at managedbusiness.com (Mike Coakley) Date: Wed, 07 Sep 2005 10:48:07 -0400 Subject: [rt-users] Transaction Custom fields in searches Message-ID: Is there a way to search Transaction Custom fields? I'm using RT 3.4.3. Thanks, -- Mike Coakley Managed Business http://www.managedbusiness.com http://my.managedbusiness.com Voice - 973-252-0770 x2100 Fax - 973-252-1797 From shildret at scotth.emsphone.com Wed Sep 7 11:36:30 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Wed, 07 Sep 2005 10:36:30 -0500 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <431F05CE.7010101@verizon.net> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> Message-ID: <1126107390.4723.531.camel@scotth.emsphone.com> I don't think I ever got WW::Mechanize to install without forcing it. There always seems to be tests that fail. On Wed, 2005-09-07 at 11:22 -0400, Max wrote: > David Glasser wrote: > > > If you can't get Test::More installed properly, then I wouldn't be > > surprised if you can't get the test suite of the other modules to work > > -- Test::More is used pretty extensively in test suites these days. > > After much correspondence with another having the same issues as I was > with this post, we finally got it narrowed down to an offending > HTML::Mason issue. We ended up installing Pod::Tests first, force > installing WWW::Mechanize, and Test::More. Then I ended up installing > DBIx::SearchBuilder manually as well. After that, HTML::Mason version > 1.28 was installed from tarball (It does not play well with 1.31). > > This seemed to cure the issues with Asset Tracker and RTFM not showing > up in the menus. It also cured some other odd behavior RT was > exhibiting. I just wanted to post back about this issue in case others > could find it helpful. > > 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 -- Scott T. Hildreth From les at futuresource.com Wed Sep 7 11:52:16 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 07 Sep 2005 10:52:16 -0500 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <1126107390.4723.531.camel@scotth.emsphone.com> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> <1126107390.4723.531.camel@scotth.emsphone.com> Message-ID: <1126108336.17470.38.camel@moola.futuresource.com> On Wed, 2005-09-07 at 10:36, Scott T. Hildreth wrote: > I don't think I ever got WW::Mechanize to install without forcing it. > There always seems to be tests that fail. Yes, I think they are testing for content from the internet that is now different. The other problem was with pod2test now being in the Pod::Tests package. -- Les Mikesell les at futuresource.com From les at futuresource.com Wed Sep 7 12:50:20 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 07 Sep 2005 11:50:20 -0500 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <431F05CE.7010101@verizon.net> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> Message-ID: <1126111819.17470.104.camel@moola.futuresource.com> On Wed, 2005-09-07 at 10:22, Max wrote: > > If you can't get Test::More installed properly, then I wouldn't be > > surprised if you can't get the test suite of the other modules to work > > -- Test::More is used pretty extensively in test suites these days. > > After much correspondence with another having the same issues as I was > with this post, we finally got it narrowed down to an offending > HTML::Mason issue. We ended up installing Pod::Tests first, force > installing WWW::Mechanize, and Test::More. Then I ended up installing > DBIx::SearchBuilder manually as well. After that, HTML::Mason version > 1.28 was installed from tarball (It does not play well with 1.31). > > This seemed to cure the issues with Asset Tracker and RTFM not showing > up in the menus. It also cured some other odd behavior RT was > exhibiting. I just wanted to post back about this issue in case others > could find it helpful. RT 3.4.4 fixes the issue with Mason 1.31. For some reason I had to reinstall everything from scratch to make AT and RTFM show up again - but I didn't try clearing the Mason data cache first. (And note that the 'make install' step for AT clears any existing database entries and it's 'patch' step seems not to be needed with RT 3.4.4.). -- Les Mikesell les at futuresource.com From btmanmeh at verizon.net Wed Sep 7 12:57:54 2005 From: btmanmeh at verizon.net (Max) Date: Wed, 07 Sep 2005 12:57:54 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <1126111819.17470.104.camel@moola.futuresource.com> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> <1126111819.17470.104.camel@moola.futuresource.com> Message-ID: <431F1C12.4070100@verizon.net> Les Mikesell wrote: > RT 3.4.4 fixes the issue with Mason 1.31. Alright cool. I'll have to give that try next test system. Have you had any issues with upgrading from 3.4.3 to 3.4.4? Or haven't you attempted to try that yet? Max From les at futuresource.com Wed Sep 7 13:49:14 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 07 Sep 2005 12:49:14 -0500 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <431F1C12.4070100@verizon.net> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> <1126111819.17470.104.camel@moola.futuresource.com> <431F1C12.4070100@verizon.net> Message-ID: <1126115354.17470.128.camel@moola.futuresource.com> On Wed, 2005-09-07 at 11:57, Max wrote: > Les Mikesell wrote: > > > RT 3.4.4 fixes the issue with Mason 1.31. > > Alright cool. I'll have to give that try next test system. Have you had > any issues with upgrading from 3.4.3 to 3.4.4? Or haven't you attempted > to try that yet? When I just did an upgrade, AT/RTFM still did not show up. Removing the files under /opt/rt3/var/mason_data/obj might have fixed it at that point, but I removed all of /opt/rt3, re-installed everything from the newest versions, then put back my old /opt/rt3/etc/RT_SiteConfig.pm. The only quirk was that the 'make install' step of asset tracker cleared the existing entries from the database. It is a little confusing when the code and database steps are tied together since I wanted to install new code but keep the existing database. This was a test machine where I didn't really care about the entries but it might be a problem for someone else. I haven't looked yet at whether 'make upgrade' would have done the right thing, but it probably does. If you do a mysqldump before starting, you could always drop the old database back anyway. -- Les Mikesell les at futuresource.com From btmanmeh at verizon.net Wed Sep 7 13:56:50 2005 From: btmanmeh at verizon.net (Max) Date: Wed, 07 Sep 2005 13:56:50 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <1126115354.17470.128.camel@moola.futuresource.com> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> <1126111819.17470.104.camel@moola.futuresource.com> <431F1C12.4070100@verizon.net> <1126115354.17470.128.camel@moola.futuresource.com> Message-ID: <431F29E2.9040708@verizon.net> Les Mikesell wrote: > I haven't looked yet at whether 'make upgrade' would have done > the right thing, but it probably does. If you do a mysqldump before > starting, you could always drop the old database back anyway. True, same with Postgresql, you could just do a dump. I just did a quick upgrade on my test box here, from 3.4.3 to 3.4.4, and AT wouldn't load up. I just did a 'make upgrade' for AT, a service httpd restart, and it came back up. This was all with an empty database though. RTFM seemed unaffected for me, it loaded up...again with an empty database though. Max From jason.grigsby at gmail.com Wed Sep 7 13:59:43 2005 From: jason.grigsby at gmail.com (Jason Grigsby) Date: Wed, 7 Sep 2005 10:59:43 -0700 Subject: [rt-users] Notifying Owners and AdminCcs without duplication In-Reply-To: <4d38429f050902172756bb9191@mail.gmail.com> References: <1113507373.6053.105.camel@localhost> <02a8832fee7f2c7dcbb746775c65f329@khera.org> <4d38429f050902172756bb9191@mail.gmail.com> Message-ID: <4d38429f050907105948214273@mail.gmail.com> I think I made the fatal mistake of emailing this right before a holiday. At the risk of annoying everyone, I thought I might resend it to see if anyone had insights into why making these changes hasn't eliminated the duplicate emails. Thanks in advance for any help you can provide. -Jason On 9/2/05, Jason Grigsby wrote: > > This is exactly what I thought I would need to do to solve this problem > today when I ran into the same thing. I had already done something similar > for a different scripaction so I was familiar with modifying the database. > However, it isn't reducing the duplicate emails. I still receive two emails. > Looking at the sent email record, it is sending it to me in the To and Bcc > fields. > > My scripactions tables looks like: > > mysql> select id,name,description,execmodule,argument from ScripActions; > > +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ > | id | name | description | execmodule | argument | > > +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ > | 1 | Autoreply To Requestors | Always sends a message to the requestors > independent of message sender | Autoreply | Requestor | > | 2 | Notify Requestors | Sends a message to the requestors | Notify | > Requestor | > | 3 | Notify Owner as Comment | Sends mail to the owner | NotifyAsComment > | Owner | > | 4 | Notify Owner | Sends mail to the owner | Notify | Owner | > | 5 | Notify Ccs as Comment | Sends mail to the Ccs as a comment | > NotifyAsComment | Cc | > | 6 | Notify Ccs | Sends mail to the Ccs | Notify | Cc | > | 7 | Notify AdminCcs as Comment | Sends mail to the administrative Ccs as > a comment | NotifyAsComment | AdminCc | > | 8 | Notify AdminCcs | Sends mail to the administrative Ccs | Notify | > AdminCc | > | 9 | Notify Requestors and Ccs as Comment | Send mail to requestors and > Ccs as a comment | NotifyAsComment | Requestor,Cc | > | 10 | Notify Requestors and Ccs | Send mail to requestors and Ccs | > Notify | Requestor,Cc | > | 11 | Notify Requestors, Ccs and AdminCcs as Comment | Send mail to all > watchers as a "comment" | NotifyAsComment | All | > | 12 | Notify Requestors, Ccs and AdminCcs | Send mail to all watchers | > Notify | All | > | 13 | Notify Other Recipients as Comment | Sends mail to explicitly > listed Ccs and Bccs | NotifyAsComment | OtherRecipients | > | 14 | Notify Other Recipients | Sends mail to explicitly listed Ccs and > Bccs | Notify | OtherRecipients | > | 15 | User Defined | Perform a user-defined action | UserDefined | NULL | > | 16 | Create Tickets | Create new tickets based on this scrip's template > | CreateTickets | NULL | > | 17 | Open Tickets | Open tickets on correspondence | AutoOpen | NULL | > | 18 | Notify AdminCCs and Owners | Sends mail to the administrative Ccs > and Owners | Notify | Owner,AdminCc | > > +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ > > My scrips are: > > On Correspond Open Tickets with template Blank > On Owner Change Notify Owner with template Transaction > On Create External Autoreply To Requestors with template Autoreply > On Create Notify AdminCcs with template Transaction > *On Correspond Notify AdminCCs and Owners with template Admin > Correspondence > On Correspond Notify Other Recipients with template Correspondence > On Comment Notify AdminCcs as Comment with template Admin Comment > On Comment Notify Other Recipients as Comment with template Correspondence > On Resolve with template > On Create Internal Notify Requestors and Ccs with template Correspondence > On Correspond User Defined with template Correspondence > On Correspond User Defined with template Blank > On Correspond Notify Requestors and Ccs with template Correspondence > > * The relevant scrip. > > I've looked this over multiple times and don't see anywhere that the scrip > is being duplicated. As far as I can tell, the action to notify AdminCcs and > Owners isn't removing the duplicate email addresses. > > Looking at the ticket, I only see a single email transaction being sent > out which makes me believe this isn't a duplication issue. The email shows > headers like: > > RT-Originator: jason at other-domain.tld > To: jason at domain.tld > Bcc: jason at domain.tld > > We are running RT v.3.4.2. > > Any thoughts on why the email is being duplicated? > > Thank You, > > Jason > > On 4/15/05, Vivek Khera wrote: > > > > > > Not sure why your searches didn't pull up the answer, but at the end of > > the above message he ponders a "notify Owner and AdminCC" scrip, which > > is exactly the right solution: > > > > insert into > > scripactions(name,description,execmodule,argument,creator,created,lastup > > > > datedby,lastupdated) values ('Notify Owner and AdminCc','Sends mail to > > owner and AdminCCs','Notify','Owner,AdminCc',1,now(),1,now()); > > > > insert into > > scripactions(name,description,execmodule,argument,creator,created,lastup > > > > datedby,lastupdated) values ('Notify Owner and AdminCc as > > Comment','Sends mail to owner and AdminCCs as > > comment','NotifyAsComment', 'Owner,AdminCc',1,now(),1,now()); > > > > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Sep 7 13:39:25 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 7 Sep 2005 13:39:25 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <1126115354.17470.128.camel@moola.futuresource.com> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> <1126111819.17470.104.camel@moola.futuresource.com> <431F1C12.4070100@verizon.net> <1126115354.17470.128.camel@moola.futuresource.com> Message-ID: <20050907173925.GB4670@chaka.net> Yes, according to the AT README file you should do a 'make upgrade', not a 'make install'. -Todd On Wed, Sep 07, 2005 at 12:49:14PM -0500, Les Mikesell wrote: > On Wed, 2005-09-07 at 11:57, Max wrote: > > Les Mikesell wrote: > > > > > RT 3.4.4 fixes the issue with Mason 1.31. > > > > Alright cool. I'll have to give that try next test system. Have you had > > any issues with upgrading from 3.4.3 to 3.4.4? Or haven't you attempted > > to try that yet? > > When I just did an upgrade, AT/RTFM still did not show up. Removing > the files under /opt/rt3/var/mason_data/obj might have fixed it at > that point, but I removed all of /opt/rt3, re-installed everything > from the newest versions, then put back my old > /opt/rt3/etc/RT_SiteConfig.pm. The only quirk was that the 'make > install' step of asset tracker cleared the existing entries from > the database. It is a little confusing when the code and database > steps are tied together since I wanted to install new code but > keep the existing database. This was a test machine where I didn't > really care about the entries but it might be a problem for someone > else. I haven't looked yet at whether 'make upgrade' would have done > the right thing, but it probably does. If you do a mysqldump before > starting, you could always drop the old database back anyway. > > -- > Les Mikesell > les at futuresource.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 jason.grigsby at gmail.com Wed Sep 7 14:07:35 2005 From: jason.grigsby at gmail.com (Jason Grigsby) Date: Wed, 7 Sep 2005 11:07:35 -0700 Subject: [rt-users] Custom attributes of a queue Message-ID: <4d38429f0509071107344a661c@mail.gmail.com> In our configuration, we have a queue per customer. Our customers have a contracted monthly retainer for a number of hours per month. I would like to track the number of hours that a customer per queue and then modify our interfaces to show how much of that retainer has been used for the present month. Our support team would use this to determine whether or not the incoming request was likely to put a customer over their contracted hours. What I would like to do is associate with a queue the total hours on the retainer for a month. I would then subtract the worked value from each transaction during a given month to determine how much time has been used on that retainer. The challenge I've run into is that there doesn't seem to be a way to add an attribute or characteristic to a queue. In other words, when you add custom fields to a queue, it is really adding custom fields to the tickets in that queue, not adding the custom fields to the queue object itself. FWIW, we also have a group for each customer (in addition to the queue) and the group name and queue name do match so if we needed to, we could store the retainer hours number in a group custom field. However, the object assocation between a group and a ticket transaction seems much more complex which is why I'm looking for a way to put the information on the queue itself. I would love some suggestions on directions to explore on how to get this accomplished. Thank You, Jason -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Wed Sep 7 14:01:41 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 7 Sep 2005 14:01:41 -0400 Subject: [rt-users] Custom attributes of a queue In-Reply-To: <4d38429f0509071107344a661c@mail.gmail.com> References: <4d38429f0509071107344a661c@mail.gmail.com> Message-ID: <20050907180141.GC4670@chaka.net> On Wed, Sep 07, 2005 at 11:07:35AM -0700, Jason Grigsby wrote: > In our configuration, we have a queue per customer. Our customers have a > contracted monthly retainer for a number of hours per month. I would like to > track the number of hours that a customer per queue and then modify our > interfaces to show how much of that retainer has been used for the present > month. Our support team would use this to determine whether or not the > incoming request was likely to put a customer over their contracted hours. > > What I would like to do is associate with a queue the total hours on the > retainer for a month. I would then subtract the worked value from each > transaction during a given month to determine how much time has been used on > that retainer. > > The challenge I've run into is that there doesn't seem to be a way to add an > attribute or characteristic to a queue. In other words, when you add custom > fields to a queue, it is really adding custom fields to the tickets in that > queue, not adding the custom fields to the queue object itself. > > FWIW, we also have a group for each customer (in addition to the queue) and > the group name and queue name do match so if we needed to, we could store > the retainer hours number in a group custom field. However, the object > assocation between a group and a ticket transaction seems much more complex > which is why I'm looking for a way to put the information on the queue > itself. > > I would love some suggestions on directions to explore on how to get this > accomplished. > > Thank You, > > Jason Jason, What you need to do is store the hours for the queue as an attribute of the queue. Attributes are a good way to store info about any RT object when there is no field to do the job for you. RT could also support Queue custom fields. Someone needs to submit a patch for that. Either way you will need to write some custom code, callbacks, and custom components. -Todd From todd at chaka.net Wed Sep 7 14:06:53 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 7 Sep 2005 14:06:53 -0400 Subject: [rt-users] Prevent change of CustomField per Queue In-Reply-To: <5082.1126104707@www54.gmx.net> References: <5082.1126104707@www54.gmx.net> Message-ID: <20050907180653.GD4670@chaka.net> On Wed, Sep 07, 2005 at 04:51:47PM +0200, Andreas Putzo wrote: > Hello, > > is there a way to prevent users from changing a CustomField depending > on the queue? > I have a CF, which should be editable in queue A. > During the process, the ticket changes its queue to queue B. > There, the CF should only be visible, but NOT editable. > > I tried to realize this with some scrips. My best result yet was > a scrip-loop, changing the CF value over and over :p > > My current ideas: > - temporary changing the user rights > - somehow interrupt the transaction > - changing the CF back to its old value > Does the user need to edit the ticket when it is in queue B? If not, then there should be no problem. If so, the easiest way might be to create two custom fields with the same name, and apply one to queue A (read/write) and the other to queue B (read only). Then write a queue change scrip that copies the value from one CF to another when the queue changes. -Todd From les at futuresource.com Wed Sep 7 14:38:33 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 07 Sep 2005 13:38:33 -0500 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <20050907173925.GB4670@chaka.net> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> <1126111819.17470.104.camel@moola.futuresource.com> <431F1C12.4070100@verizon.net> <1126115354.17470.128.camel@moola.futuresource.com> <20050907173925.GB4670@chaka.net> Message-ID: <1126118313.17470.171.camel@moola.futuresource.com> On Wed, 2005-09-07 at 12:39, Todd Chapman wrote: > Yes, according to the AT README file you should do a 'make upgrade', > not a 'make install'. Maybe I missed something but I couldn't see anything that distinguished the code and database components in the README. I wanted a complete new install of the code and had removed /opt/rt3 before starting (because upgrade attempts had not gone well...). But, I wanted to hook to the existing database when finished. I just thought I should mention this in case someone does the same on a production system. I think it would be more clear if there were separate steps to install/upgrade the code and install/upgrade the database since they may be out of sync in various ways as you upgrade or move things. It would be even better if the database had a field that tracked its current version and the install/upgrade script automatically did whatever was needed for the current code version to work. And by the way - thanks for releasing asset tracker... I hate for my only comments about free software to be complaints. -- Les Mikesell les at futuresource.com From sdowdy at ucar.edu Wed Sep 7 14:48:40 2005 From: sdowdy at ucar.edu (Stephen Dowdy) Date: Wed, 07 Sep 2005 12:48:40 -0600 Subject: [rt-users] Q: Role-based Customfield administration Message-ID: <431F3608.20301@ucar.edu> I am using rt-3.4.0 I have a Queue named XYZ in which i have assigned two users as "Admin CC". I have granted "AdminCC"'s (via Roles rights) get the following rights in the Queue XYZ context: AdminQueue AssignCustomFields (don't think this is relevant) CreateTicket ModifyTicket ReplyToTicket SeeQueue ShowTicket ShowTicketComments StealTicket Watch WatchAsAdminCC In Global->Group-Rights, i have assigned Role-based rights to "AdminCC" of ModifyCustomField SeeCustomField I've created some Global custom fields for all tickets (DeviceName, OperatingSystem, etc). I want those AdminCCs to be able to change the values in those custom fields for tickets in the "XYZ" Queue, however, they get "permission denied". I'm at a loss to figure out what right i'm overlooking, and the log file doesn't give me any useful information. Is there anyway to figure out the current set of rights that are in play in a particular context? (it'd be nice to have a sidebar/menu function that would display this for debugging purposes) thanks, --stephen -- Stephen Dowdy - Systems Administrator - NCAR/RAP 303.497.2869 - sdowdy at ucar.edu - http://www.rap.ucar.edu/~sdowdy/ From Tuvik at Soligence.com Wed Sep 7 13:11:40 2005 From: Tuvik at Soligence.com (Tuvik Beker) Date: Wed, 07 Sep 2005 12:11:40 -0500 Subject: [rt-users] RT - Java connection Message-ID: <1126113100.27983.151.camel@localhost> Hi, We are currently looking into RT and would like to connect it to a web-application written in Java. The idea is to maintain full RT functionality as a standalone ticketing system, but also be able to query RT and manipulate tickets from our own Java-based web interface. We considered three options for connecting the two applications: 1. Direct calls to Perl methods 2. SQL interface (our application already communicates with MySQL) 3. Using RT's command-line interface (CLI) Java-Perl interfaces seem to be rather poor and cumbersome, unlike the pretty good C/C++-Perl connectors out there, so we'll probably skip option 1. Between the other two, it seemed the CLI should offer a more consistent interface, less prone to future changes than internal database table structure. Is that a valid assumption? There was one particular problem we came across with the CLI - we didn't find a way to search and/or alter custom fields from the command line. I read all the documentation I could find and searched the mailing lists, but most of the stuff I found was pretty outdated. Can someone enlighten me on the status of that issue in the current release? Thanks in advance for any inputs, Tuvik Tuvik Beker Soligence Corporation From daves at wavesco.com Wed Sep 7 14:46:50 2005 From: daves at wavesco.com (David J. Schnardthorst) Date: Wed, 07 Sep 2005 13:46:50 -0500 Subject: [rt-users] SPEC File for 3.0 and 3.4 Message-ID: <431F359A.5020904@wavesco.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Does anybody have a SPEC file to create an RPM for either RT 3.0.x and 3.4.x? Thanks, - -- David Schnardthorst Waves Corporation Phone: 314.974.0932 / Fax: 636.410-0630 Email: daves at wavesco.com URL: http://www.wavesco.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.0 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDHzWa0I5vtVF88i0RAmXsAKDI6JhWP1RMSvKQCjaEpegO6UAnRgCgymFi Dt54WXsofD+ufF6bL8C397Y= =28Vi -----END PGP SIGNATURE----- From ruslan.zakirov at gmail.com Wed Sep 7 15:44:40 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 7 Sep 2005 23:44:40 +0400 Subject: [rt-users] Notifying Owners and AdminCcs without duplication In-Reply-To: <4d38429f050907105948214273@mail.gmail.com> References: <1113507373.6053.105.camel@localhost> <02a8832fee7f2c7dcbb746775c65f329@khera.org> <4d38429f050902172756bb9191@mail.gmail.com> <4d38429f050907105948214273@mail.gmail.com> Message-ID: <589c944005090712447c66f947@mail.gmail.com> You have also On Correspond Notify Requestors and Ccs with template Correspondence May be someone belongs to this groups too? On 9/7/05, Jason Grigsby wrote: > I think I made the fatal mistake of emailing this right before a holiday. At > the risk of annoying everyone, I thought I might resend it to see if anyone > had insights into why making these changes hasn't eliminated the duplicate > emails. Thanks in advance for any help you can provide. > > -Jason > > > On 9/2/05, Jason Grigsby wrote: > > This is exactly what I thought I would need to do to solve this problem > today when I ran into the same thing. I had already done something similar > for a different scripaction so I was familiar with modifying the database. > However, it isn't reducing the duplicate emails. I still receive two emails. > Looking at the sent email record, it is sending it to me in the To and Bcc > fields. > > > > My scripactions tables looks like: > > > > mysql> select id,name,description,execmodule,argument > from ScripActions; > > > +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ > > | id | name | > description > | execmodule | argument | > > > +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ > > | 1 | Autoreply To Requestors | > Always sends a message to the requestors independent of message sender | > Autoreply | Requestor | > > | 2 | Notify Requestors | > Sends a message to the requestors > | Notify | Requestor | > > | 3 | Notify Owner as Comment | Sends mail to the > owner | > NotifyAsComment | Owner | > > | 4 | Notify Owner | > Sends mail to the owner > | Notify | Owner | > > | 5 | Notify Ccs as Comment | > Sends mail to the Ccs as a comment > | NotifyAsComment | Cc | > > | 6 | Notify Ccs | > Sends mail to the Ccs > | Notify | Cc | > > | 7 | Notify AdminCcs as Comment | Sends mail to the > administrative Ccs as a comment | NotifyAsComment | > AdminCc | > > | 8 | Notify AdminCcs | > Sends mail to the administrative Ccs > | Notify | AdminCc | > > | 9 | Notify Requestors and Ccs as Comment | Send mail to > requestors and Ccs as a comment | > NotifyAsComment | Requestor,Cc | > > | 10 | Notify Requestors and Ccs | Send mail to > requestors and Ccs | > Notify | Requestor,Cc | > > | 11 | Notify Requestors, Ccs and AdminCcs as Comment | Send mail to all > watchers as a "comment" | > NotifyAsComment | All | > > | 12 | Notify Requestors, Ccs and AdminCcs | Send mail to all > watchers | > Notify | All | > > | 13 | Notify Other Recipients as Comment | Sends mail to > explicitly listed Ccs and Bccs | NotifyAsComment | > OtherRecipients | > > | 14 | Notify Other Recipients | > Sends mail to explicitly listed Ccs and Bccs | > Notify | OtherRecipients | > > | 15 | User Defined | > Perform a user-defined action > | UserDefined | NULL | > > | 16 | Create Tickets | > Create new tickets based on this scrip's template | > CreateTickets | NULL | > > | 17 | Open Tickets | > Open tickets on correspondence > | AutoOpen | NULL | > > | 18 | Notify AdminCCs and Owners | Sends mail to the > administrative Ccs and Owners | Notify | > Owner,AdminCc | > > > +----+------------------------------------------------+------------------------------------------------------------------------+-----------------+-----------------+ > > > > My scrips are: > > > > On Correspond Open Tickets with template Blank > > On Owner Change Notify Owner with template Transaction > > On Create External Autoreply To Requestors with template Autoreply > > On Create Notify AdminCcs with template Transaction > > *On Correspond Notify AdminCCs and Owners with template Admin > Correspondence > > On Correspond Notify Other Recipients with template Correspondence > > On Comment Notify AdminCcs as Comment with template Admin Comment > > On Comment Notify Other Recipients as Comment with template Correspondence > > On Resolve with template > > On Create Internal Notify Requestors and Ccs with template Correspondence > > On Correspond User Defined with template Correspondence > > On Correspond User Defined with template Blank > > On Correspond Notify Requestors and Ccs with template Correspondence > > > > * The relevant scrip. > > > > I've looked this over multiple times and don't see anywhere that the scrip > is being duplicated. As far as I can tell, the action to notify AdminCcs and > Owners isn't removing the duplicate email addresses. > > > > Looking at the ticket, I only see a single email transaction being sent > out which makes me believe this isn't a duplication issue. The email shows > headers like: > > > > RT-Originator: jason at other-domain.tld > > To: > > jason at domain.tld > > Bcc: jason at domain.tld > > > > > > We are running RT v.3.4.2. > > > > Any thoughts on why the email is being duplicated? > > > > Thank You, > > > > Jason > > > > On 4/15/05, Vivek Khera wrote: > > > > > > Not sure why your searches didn't pull up the answer, but at the end of > > > the above message he ponders a "notify Owner and AdminCC" scrip, which > > > is exactly the right solution: > > > > > > insert into > > > > scripactions(name,description,execmodule,argument,creator,created,lastup > > > datedby,lastupdated) values ('Notify Owner and AdminCc','Sends mail to > > > owner and > AdminCCs','Notify','Owner,AdminCc',1,now(),1,now()); > > > > > > insert into > > > > scripactions(name,description,execmodule,argument,creator,created,lastup > > > datedby,lastupdated) values ('Notify Owner and AdminCc as > > > Comment','Sends mail to owner and AdminCCs as > > > comment','NotifyAsComment', > 'Owner,AdminCc',1,now(),1,now()); > > > > > > > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > > -- Best regards, Ruslan. From todd at chaka.net Wed Sep 7 15:36:12 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 7 Sep 2005 15:36:12 -0400 Subject: [rt-users] RT 3.4.2/3.4.3 Perl dependencies problem In-Reply-To: <1126118313.17470.171.camel@moola.futuresource.com> References: <430B7F9E.2090607@verizon.net> <430B9E81.9020508@verizon.net> <431F05CE.7010101@verizon.net> <1126111819.17470.104.camel@moola.futuresource.com> <431F1C12.4070100@verizon.net> <1126115354.17470.128.camel@moola.futuresource.com> <20050907173925.GB4670@chaka.net> <1126118313.17470.171.camel@moola.futuresource.com> Message-ID: <20050907193612.GE4670@chaka.net> On Wed, Sep 07, 2005 at 01:38:33PM -0500, Les Mikesell wrote: > On Wed, 2005-09-07 at 12:39, Todd Chapman wrote: > > Yes, according to the AT README file you should do a 'make upgrade', > > not a 'make install'. > > Maybe I missed something but I couldn't see anything that distinguished > the code and database components in the README. I wanted a complete > new install of the code and had removed /opt/rt3 before starting > (because upgrade attempts had not gone well...). But, I wanted > to hook to the existing database when finished. I just thought I > should mention this in case someone does the same on a production > system. I think it would be more clear if there were separate > steps to install/upgrade the code and install/upgrade the database > since they may be out of sync in various ways as you upgrade or > move things. It would be even better if the database had a field > that tracked its current version and the install/upgrade script > automatically did whatever was needed for the current code version > to work. > > And by the way - thanks for releasing asset tracker... I hate for > my only comments about free software to be complaints. > The difference between an install and an upgrade is that an upgrade doesn't initialize the database. An install does. The README doesn't say so, but it is quite explicit about performing a backup before you do anything. Not doing so would be foolish under any circumstances. Prompting before removing the tables would be a good thing though. Patches are always welcome. -Todd From todd at chaka.net Wed Sep 7 15:51:49 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 7 Sep 2005 15:51:49 -0400 Subject: [rt-users] RT - Java connection In-Reply-To: <1126113100.27983.151.camel@localhost> References: <1126113100.27983.151.camel@localhost> Message-ID: <20050907195149.GF4670@chaka.net> On Wed, Sep 07, 2005 at 12:11:40PM -0500, Tuvik Beker wrote: > Hi, > > We are currently looking into RT and would like to connect it to a > web-application written in Java. The idea is to maintain full RT > functionality as a standalone ticketing system, but also be able to > query RT and manipulate tickets from our own Java-based web interface. > > We considered three options for connecting the two applications: > 1. Direct calls to Perl methods > 2. SQL interface (our application already communicates with MySQL) > 3. Using RT's command-line interface (CLI) > > Java-Perl interfaces seem to be rather poor and cumbersome, unlike the > pretty good C/C++-Perl connectors out there, so we'll probably skip > option 1. Between the other two, it seemed the CLI should offer a more > consistent interface, less prone to future changes than internal > database table structure. Is that a valid assumption? > > There was one particular problem we came across with the CLI - we didn't > find a way to search and/or alter custom fields from the command line. I > read all the documentation I could find and searched the mailing lists, > but most of the stuff I found was pretty outdated. Can someone enlighten > me on the status of that issue in the current release? > > Thanks in advance for any inputs, > Tuvik > Option 4. Use the RT REST or RTx::Atom interfaces. This avoids the problem with possible changes to RT API/schema in option 2. Also should perform better than option 3 unless you can reliably make the CLI persistent, which probably wouldn't be that hard. -Todd From sebastian at switchingnetworks.com.ar Wed Sep 7 16:17:34 2005 From: sebastian at switchingnetworks.com.ar (sebastian at switchingnetworks.com.ar) Date: Wed, 7 Sep 2005 17:17:34 -0300 Subject: [rt-users] scrips Comment Message-ID: <20050907201744.E0F3A4D8164@diesel.bestpractical.com> Hey, Just a simple question about managing comments at the RT: When commenting a ticket, im adding in the Cc: field at the comment page email addresses of some folks. They receive via email clients the comment (Inluding [Comment] at the subject line. When they reply the email, me (the owner) receibe the email, but also the requestor. Is there any way to set any scrip so that when replying comments they don't get to the requestor? Thanks and sorry for my inexperience, just another new user!!! Cheers. Seb.- -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Wed Sep 7 19:47:08 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 8 Sep 2005 03:47:08 +0400 Subject: [rt-users] Transaction Custom fields in searches In-Reply-To: References: Message-ID: <589c9440050907164779f29fdd@mail.gmail.com> IMHO no. On 9/7/05, Mike Coakley wrote: > Is there a way to search Transaction Custom fields? > > I'm using RT 3.4.3. > > Thanks, > > -- > Mike Coakley > Managed Business > http://www.managedbusiness.com > http://my.managedbusiness.com > Voice - 973-252-0770 x2100 > Fax - 973-252-1797 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 millerte at wfu.edu Wed Sep 7 21:54:02 2005 From: millerte at wfu.edu (Timothy E Miller) Date: Wed, 7 Sep 2005 21:54:02 -0400 (EDT) Subject: [rt-users] RT and the Perl Dependency Nightmare... Message-ID: Greetings all, Is there any official list that indicates the correct order for building and installing the multitude of Perl modules from CPAN? I'm running into some strange circular dependencies. Also, e.g. since there's this problem with pod2test disappearing and making the WWW::Mechanize (or was it Test::WWW::Mechanize?!?) module die upon building, do the RT folks have a repository of all the Perl module sources required for a successful end product that are publicly available to pair up with the RT release (specifically 3.4.4) that we can simply grab and rebuild? And while I've got your attention, how does everyone else handle the fact that there are ~100 perl modules from CPAN required for RT that are randomly (almost chaotically) changing individually and in almost certainly incompatible ways? I'm just trying to get a handle on it, that's all. Thanks! -Tim ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Timothy E. Miller, PhD, RHCE voice: (336)758-3257 Systems Analyst Lead, High Performance Computing fax: (336)758-7127 Wake Forest University cell: (336)782-6987 Computer Science, Information Systems, Physics ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From btmanmeh at verizon.net Wed Sep 7 22:10:54 2005 From: btmanmeh at verizon.net (Max) Date: Wed, 07 Sep 2005 22:10:54 -0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: References: Message-ID: <431F9DAE.1020002@verizon.net> Timothy E Miller wrote: > Is there any official list that indicates the correct order for > building and installing the multitude of Perl modules from CPAN? > I'm running into some strange circular dependencies. Do a search on the mailing lists here for "Perl dependecies problem". There were some issues with WWW::Mechanize, it along with some other modules need to be forced. You should find what you need with this search. Also, 3.4.4 has fixed a few of those issues. Good luck. Max From les at futuresource.com Wed Sep 7 22:20:18 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 07 Sep 2005 21:20:18 -0500 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: References: Message-ID: <1126146018.16281.39.camel@les-home.futuresource.com> On Wed, 2005-09-07 at 20:54, Timothy E Miller wrote: > Is there any official list that indicates the correct order for > building and installing the multitude of Perl modules from CPAN? > I'm running into some strange circular dependencies. I recently made everything work on an up to date Centos4 box by installing Pod::Tests first with CPAN (for the apparently moved pod2test), then a force install of WWW:Mechanize and Test::More. Then running the RT script should pick up everything else. > Also, e.g. since there's this problem with pod2test disappearing and > making the WWW::Mechanize (or was it Test::WWW::Mechanize?!?) module > die upon building, do the RT folks have a repository of all the Perl > module sources required for a successful end product that are > publicly available to pair up with the RT release (specifically > 3.4.4) that we can simply grab and rebuild? I think the WWW::Mechanize problem happens regardless of the source version. It looks like it is testing content from an internet location that has changed or is no longer available. > And while I've got your attention, how does everyone else handle the > fact that there are ~100 perl modules from CPAN required for RT that > are randomly (almost chaotically) changing individually and in > almost certainly incompatible ways? > > I'm just trying to get a handle on it, that's all. It would be nice if those were all bundled into our favorite OS distributions. However, if someone else packages them in a way that the system package manger understands there will be new conflicts if they are later included in the distribution. I'm not sure there is an answer better than wading through the CPAN install problems as they happen. -- Les Mikesell les at futuresource.com From millerte at wfu.edu Wed Sep 7 23:26:51 2005 From: millerte at wfu.edu (Timothy E Miller) Date: Wed, 7 Sep 2005 23:26:51 -0400 (EDT) Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <1126146018.16281.39.camel@les-home.futuresource.com> References: <1126146018.16281.39.camel@les-home.futuresource.com> Message-ID: On Wed, 7 Sep 2005, Les Mikesell wrote: > > And while I've got your attention, how does everyone else handle the > > fact that there are ~100 perl modules from CPAN required for RT that > > are randomly (almost chaotically) changing individually and in > > almost certainly incompatible ways? > > > > I'm just trying to get a handle on it, that's all. > > It would be nice if those were all bundled into our favorite > OS distributions. However, if someone else packages them > in a way that the system package manger understands there > will be new conflicts if they are later included in the > distribution. I'm not sure there is an answer better than > wading through the CPAN install problems as they happen. > Well, I guess my email was more about how people (or event the RT developers) handle "this", where "this" is installing an identical, complete and (presumably) working RT service on different systems at different times. In an RPM world, you simply build (ugh) all the Perl modules into RPMs and incorporate them into a kickstart process. Viola! You can clone (DB issues aside) a billion RT servers a year from now and know you have an identical setup. So, did they (RT devs), at one point in time, find the perfect mix of modules, install them via CPAN and then build a CD iso of that system in order to repeated clone that "perfect" set of modules? Do the roll the dice with versions in CPAN everytime they install RT? My goal, if it isn't clear from above, is that I want to be able to find some method of automatically provisioning a system to be an RT server at any point in time and not worry about a new version of Apache::Session or HTML::Forms or Digest::MD5 blowing the whole thing up. Primarily this is a disaster recovery goal (the DB is on a DB server that, already, has DR capability). My imaging setup is RPM based so this becomes a challenge but only because of the CPAN installation part (most of which is mitigated by cpan2rpm ... but only if you can build the 100 or so freakin' RPMs). Comments and thoughts are greatly appreciated. -Tim ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Timothy E. Miller, PhD, RHCE voice: (336)758-3257 Systems Analyst Lead, High Performance Computing fax: (336)758-7127 Wake Forest University cell: (336)782-6987 Computer Science, Information Systems, Physics ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From listas at dud.com.br Wed Sep 7 23:29:33 2005 From: listas at dud.com.br (listas at dud.com.br) Date: Thu, 8 Sep 2005 00:29:33 -0300 (BRT) Subject: [rt-users] RT Install Message-ID: <32808.200.211.161.3.1126150173.squirrel@200.211.161.3> 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. From bruno.mattarollo at gmail.com Thu Sep 8 00:14:27 2005 From: bruno.mattarollo at gmail.com (Bruno Mattarollo) Date: Thu, 8 Sep 2005 14:14:27 +1000 Subject: [rt-users] Getting Group memberships Message-ID: Hello, We have an RT instance where we've added some other "views" to the index page so that our users can view how many tickets exist that have been "taken" but don't belong to them and things like that. We now have different groups using RT I want to create the query for those "views" so that we display only the tickets that belong to the groups the user that's currently logged in is a member of. To explain it a bit, we have one of those boxes that display the "Newest 20 tickets owned by someone else" but at the moment since some tickets are created in other queues which I am not a member of, the query is not correct: --- start snippet --- <&|/Elements/TitleBox, title => loc("[_1] newest tickets owned by someone else", $rows), title_href => "Search/Results.html".$QueryString &> <& /Elements/TicketList, Format => "'__id__/TITLE:#', '__Subject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, OwnerName, '".loc('Steal')."/TITLE: ' ", Query => $Query, OrderBy => 'Created', Order => 'DESC', ShowNavigation => 0, Rows => $rows &> <%init> my $rows = 10; my $Query = "Owner != 'Nobody' AND Owner != '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )"; --- end snippet --- I would like to add to this something that would restrict the count to the queues that the Group the user is a member of has right over. We assign the privileges to the Groups rather than the individuals, makes it easier to administer when you have 80+ users. Any suggestions? Cheers /B -- Bruno Mattarollo Currently in: Sydney, Australia From les at futuresource.com Thu Sep 8 00:54:47 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 07 Sep 2005 23:54:47 -0500 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: References: <1126146018.16281.39.camel@les-home.futuresource.com> Message-ID: <1126155287.16281.88.camel@les-home.futuresource.com> On Wed, 2005-09-07 at 22:26, Timothy E Miller wrote: > Well, I guess my email was more about how people (or event the RT > developers) handle "this", where "this" is installing an identical, > complete and (presumably) working RT service on different systems at > different times. In an RPM world, you simply build (ugh) all the > Perl modules into RPMs and incorporate them into a kickstart > process. OK, but what do you expect to happen when your RPM based distribution includes a conflicting updated RPM and you want to do an update? Or you've updated, then want to install your bundle? > Viola! You can clone (DB issues aside) a billion RT > servers a year from now and know you have an identical setup. But a year from now you'll want the updated versions not a frozen set that probably have a lot of bugs we just haven't found yet. > My imaging setup is > RPM based so this becomes a challenge but only because of the CPAN > installation part (most of which is mitigated by cpan2rpm ... but > only if you can build the 100 or so freakin' RPMs). I think you have the right idea, but either the RPMs have to get pushed into the main OS distribution at the start of the project or they need to install as an RT library in a place that is searched first and doesn't conflict with anything the OS may or may not include. If you just want the ability to put back exactly what you had, any number of tar/dump/rsync based backup programs can do that. (I happen to like http://backuppc.sourceforge.net/). However the real value of RPM packaging is that with yum/up2date/apt-get/urpmi, etc., any number of systems can stay current with updates made to a central repository. If you aren't planning for the update capability it doesn't seem worth the extra effort to do rpm packaging compared to a script that installs the CPAN tarballs and saving a copy of the versions you want. -- Les Mikesell les at futuresource.com From putzoa at gmx.de Thu Sep 8 01:19:01 2005 From: putzoa at gmx.de (Andreas Putzo) Date: Thu, 8 Sep 2005 07:19:01 +0200 Subject: [rt-users] Prevent change of CustomField per Queue In-Reply-To: <20050907180653.GD4670@chaka.net> References: <5082.1126104707@www54.gmx.net> <20050907180653.GD4670@chaka.net> Message-ID: <200509080719.02079.putzoa@gmx.de> Hello, On Wednesday 07 September 2005 20:06, Todd Chapman wrote: > On Wed, Sep 07, 2005 at 04:51:47PM +0200, Andreas Putzo wrote: > > is there a way to prevent users from changing a CustomField depending > > on the queue? > > I have a CF, which should be editable in queue A. > > During the process, the ticket changes its queue to queue B. > > There, the CF should only be visible, but NOT editable. > > If so, the easiest way might be to create two custom fields with > the same name, and apply one to queue A (read/write) and the > other to queue B (read only). Then write a queue change scrip > that copies the value from one CF to another when the queue > changes. > > -Todd Somehow i discarded the possibility to create a seperate CF in the second queue too fast. Of course, this is the best solution, because then i can assign individual rights to both CustomFields. It's quite possible, that eventually some users should be able to customize the CF in both queues. Thanks for your hint. Regards, Andreas From torsten.brumm at kuehne-nagel.com Thu Sep 8 01:27:55 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Thu, 8 Sep 2005 07:27:55 +0200 Subject: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. Message-ID: Hi RT Users, since some days i play around with the actual RT 3.4.3, but from time to time i get the following error if i got to "Tickets" The Query Builder. Its running under Fedora Core 3 Perl 5.8.5 and installed modules... Any Ideas or sugestions??? It is strange, this error occurs not on every call, only from time to time. System error error: Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt343/share/html/Search/Build.html line 270. context: ... 266: } 267: 268: $Query = ""; 269: 270: my @options = $tree->GetDisplayedNodes; 271: 272: my @current_values = grep { defined } @options[@clauses]; 273: 274: # {{{ Try to find if we're adding a clause ... code stack: /opt/rt343/share/html/Search/Build.html:270 /opt/rt343/share/html/autohandler:215 raw error Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt343/share/html/Search/Build.html line 270. Trace begun at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Can\'t locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt343/share/html/Search/Build.html line 270.^J') called at /opt/rt343/share/html/Search/Build.html line 270 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9dad2f 0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::CGI=HASH(0xaad6eb0)') called at /opt/rt343/share/html/autohandler line 215 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Component.pm line 136 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9dd9ac 0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::CGI=HASH(0xaad6eb0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 197 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 197 HTML::Mason::Request::CGI::exec('HTML::Mason::Request::CGI=HASH(0xaad6eb0)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm line 216 HTML::Mason::Interp::exec(undef, undef) called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 127 eval {...} at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 127 HTML::Mason::CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x9b91240)', 'HASH(0xaad1910)') called at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm line 76 HTML::Mason::CGIHandler::handle_cgi_object('HTML::Mason::CGIHandler=HASH(0x9 b91240)', 'CGI::Fast=HASH(0xaaccdec)') called at /opt/rt343/bin/mason_handler.fcgi line 76 eval {...} at /opt/rt343/bin/mason_handler.fcgi line 76 Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... From torsten.brumm at kuehne-nagel.com Thu Sep 8 01:28:54 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Thu, 8 Sep 2005 07:28:54 +0200 Subject: AW: [rt-users] RT Install In-Reply-To: <32808.200.211.161.3.1126150173.squirrel@200.211.161.3> Message-ID: Under SuSE 9 use pls the tar file. the rpm isn't quite actual. it is very simple to install. Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von listas at dud.com.br Gesendet: Donnerstag, 8. September 2005 05:30 An: rt-users at lists.bestpractical.com Betreff: [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 From florian.hochstrasser at swisslog.com Thu Sep 8 08:37:55 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Thu, 8 Sep 2005 14:37:55 +0200 Subject: [rt-users] RT Install Message-ID: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1BE@schb7sw3-011.schb7.swisslog.net> 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. From Horst.Hermanns at t-mobile.de Thu Sep 8 09:06:00 2005 From: Horst.Hermanns at t-mobile.de (Hermanns, Horst) Date: Thu, 8 Sep 2005 15:06:00 +0200 Subject: [rt-users] Numbers as CF Values -> 'Invalid value for Name' Message-ID: <61935B72C76FF648A7A2DF18DA9ACBEB0F8FFB25@cvx05abnlw.BN.DeTeMobil.de> Hi all, we've a problem with configuration of values for Custom Fields after upgrade to RT 3.4.2. We have CFs which numbers as values (p.e. "Version" with values [205,206,207,...]). This worked fine with RT 3.2.3. Now we get an error when entering a new (number) CF value ("Invalid value for Name"). Are numbers no longer allowed as values? Something to do whith new function "ValidateName" in Record.pm? Any help would be greatly appreciated. Thanks, Horst ----------------- perl5 (revision 5 version 8 subversion 5) apache2-mod_perl-1.99_12_20040302-38 apache2-prefork-2.0.50-7.2 mysql-4.0.21-4.2 From todd at chaka.net Thu Sep 8 09:02:35 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 8 Sep 2005 09:02:35 -0400 Subject: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: References: Message-ID: <20050908130235.GG4670@chaka.net> On Thu, Sep 08, 2005 at 07:27:55AM +0200, HAM-MI-IC Torsten Brumm wrote: > Hi RT Users, > > since some days i play around with the actual RT 3.4.3, but from time to > time i get the following error if i got to "Tickets" The Query Builder. > > Its running under Fedora Core 3 Perl 5.8.5 and installed modules... > > Any Ideas or sugestions??? It is strange, this error occurs not on every > call, only from time to time. > I was having the same problem with 3.4.3. I upgraded to 3.4.4 yesterday and haven't had the problem (yet). -Todd From ben at atomicmatrix.net Thu Sep 8 09:29:04 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Thu, 8 Sep 2005 09:29:04 -0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: Message-ID: <20050908132911.5ECD34D806F@diesel.bestpractical.com> Hi Tim, Running on RedHat myself, I've given up on trying to run RT with RedHat's perl. I've compiled and installed my own perl into /usr/local and I use CPAN to install all the required modules. I used to use cpan2rpm but as perl and required modules got newer while my system's perl got older, things started breaking. In any case, perhaps having your own package(s) which include your own perl and modules would make sense. Instead of using the 'net to download and install the latest version of Package::Foo, store the tarball somewhere and/or make an RPM out of it. This would all certainly take some time to do. If you chose to store the tarball and do a "/usr/local/bin/perl Makefile.pl && make && make install" you'll want to make sure it's all done in the right order and that doing it in a kickstart environment won't fail - not necessarily easy. For reference, here's my PERL and RT build/install process from when I installed perl 586 and RT 323. There's some references to modules I needed when I upgraded as well. Note that this is via the CPAN "install" command which isn't what I'm suggesting you use but it may help you get an idea of module list/order. Watch line wraps. sh # Edit these as appropriate export PERL=5.8.6 rm -rf perl-$PERL tar -xzf ../distfiles/perl-$PERL.tar.gz cd perl-$PERL sh Configure -des -Doptimize="-O2 -march=i386 -mcpu=i686" -Dcc=gcc -Dcccdlflags=-fPIC -Darchname=i386-linux -Uusethreads -Uuseithreads -Uuselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Di_ndbm -Di_gdbm -Di_shadow -Di_syslog -Dman3ext=3pm make make install /usr/local/bin/perl -MCPAN -e shell # set up CPAN if necessary # The following are all for RT 3.2.3 dependencies install LWP::UserAgent (default answers) install Params::Validate install Cache::Cache (default answers) install Exception::Class (default answers) install HTML::Mason (default answers, but skip test suite for Apache::Test) install MLDBM install FreezeThaw install DBI o conf makepl_arg "--testpassword=test --testuser=test" install DBD::mysql o conf makepl_arg "" install DB_File install Apache::Session install XML::Parser install XML::RSS (default answers) install HTML::TreeBuilder install HTML::FormatText (default ansers) install Getopt::Long install Test::Inline install Class::ReturnValue install DBIx::SearchBuilder (default answers) install Text::Template install HTML::Scrubber install Module::Build install Log::Dispatch install Locale::Maketext::Lexicon install Locale::Maketext::Fuzzy install MIME::Entity (default answers) install Text::Wrapper install Time::ParseDate install Term::ReadKey install Text::Autoformat (default answers) install Text::Quoted install Tree::Simple (default answers) install Module::Versions::Report install Regexp::Common install WWW::Mechanize install Crypt::SSLeay force install Apache::DBI # The following was done to upgrade from RT 3.2.3 to RT 3.4.2 # SB needed an upgrade: install DBIx::SearchBuilder install HTTP::Server::Simple install Hook::LexWrap install HTTP::Server::Simple::Mason install XML::Simple install Test::LongString install Test::WWW::Mechanize install Module::Refresh # RTFM install Text::WikiFormat # RT 3.5.x install GD install GD::Text install GD::Graph install Calendar::Simple # FastCGI install FCGI # RT cd rt-3.4.2 PERL=/usr/local/bin/perl ./configure --prefix=/usr/local/rt3 --with-web-user=nobody --with-web-group=nobody --with-apachectl=/usr/local/apache/bin/apachectl make upgrade From florian.hochstrasser at swisslog.com Thu Sep 8 09:35:32 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Thu, 8 Sep 2005 15:35:32 +0200 Subject: [rt-users] Upgrade to 3.4.4 - make fixdeps: http::Server::Simple::Mason fails Message-ID: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1E0@schb7sw3-011.schb7.swisslog.net> Hi all I recently tried to upgrade from 3.4.1 to 3.4.4 on my SuSE 9. However I could not get http::server::simple::mason to build. Has anyone experienced the same error? Any fixes? (I know, this is not really RT- related, but I couldn't find any hints on the net) Thanks, 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 todd at chaka.net Thu Sep 8 09:28:30 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 8 Sep 2005 09:28:30 -0400 Subject: [rt-users] Upgrade to 3.4.4 - make fixdeps: http::Server::Simple::Mason fails In-Reply-To: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1E0@schb7sw3-011.schb7.swisslog.net> References: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1E0@schb7sw3-011.schb7.swisslog.net> Message-ID: <20050908132830.GH4670@chaka.net> On Thu, Sep 08, 2005 at 03:35:32PM +0200, Florian Hochstrasser wrote: > Hi all > > > > I recently tried to upgrade from 3.4.1 to 3.4.4 on my SuSE 9. > > However I could not get http::server::simple::mason to build. Has anyone > experienced the same error? Any fixes? > > (I know, this is not really RT- related, but I couldn't find any hints > on the net) > What error? From florian.hochstrasser at swisslog.com Thu Sep 8 10:01:54 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Thu, 8 Sep 2005 16:01:54 +0200 Subject: [rt-users] Upgrade to 3.4.4 - makefixdeps:http::Server::Simple::Mason fails Message-ID: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1F5@schb7sw3-011.schb7.swisslog.net> ________________________________ From: Michael Bochynski [mailto:mbochynski at audiumcorp.com] Sent: Donnerstag, 8. September 2005 15:59 To: Todd Chapman Cc: Florian Hochstrasser; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Upgrade to 3.4.4 - makefixdeps:http::Server::Simple::Mason fails I had the same problem. For some reason perl was saying that http::server::simple::mason is up to date, but RT wanted never version. Manual download from cpan and installation solved the problem. Michael On Thu, 2005-09-08 at 09:28 -0400, Todd Chapman wrote: On Thu, Sep 08, 2005 at 03:35:32PM +0200, Florian Hochstrasser wrote: > Hi all > > > > I recently tried to upgrade from 3.4.1 to 3.4.4 on my SuSE 9. > > However I could not get http::server::simple::mason to build. Has anyone > experienced the same error? Any fixes? > > (I know, this is not really RT- related, but I couldn't find any hints > on the net) > What error? Sorry, forgot to include that: ------------------------------------------------------------------------ ---------------------------- Checksum for /root/.cpan/sources/authors/id/J/JE/JESSE/HTTP-Server-Simple-Mason- 0.09.tar.gz ok Scanning cache /root/.cpan/build for sizes HTTP-Server-Simple-Mason-0.09/ HTTP-Server-Simple-Mason-0.09/lib/ HTTP-Server-Simple-Mason-0.09/lib/HTTP/ HTTP-Server-Simple-Mason-0.09/lib/HTTP/Server/ HTTP-Server-Simple-Mason-0.09/lib/HTTP/Server/Simple/ HTTP-Server-Simple-Mason-0.09/lib/HTTP/Server/Simple/Mason.pm HTTP-Server-Simple-Mason-0.09/inc/ HTTP-Server-Simple-Mason-0.09/inc/Module/ HTTP-Server-Simple-Mason-0.09/inc/Module/Install.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/ HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Fetch.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Makefile.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Base.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Metadata.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Can.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/WriteAll.pm HTTP-Server-Simple-Mason-0.09/inc/Module/Install/Win32.pm HTTP-Server-Simple-Mason-0.09/t/ HTTP-Server-Simple-Mason-0.09/t/05handlederrors.t HTTP-Server-Simple-Mason-0.09/t/04unhandlederrors.t HTTP-Server-Simple-Mason-0.09/t/03podcoverage.t HTTP-Server-Simple-Mason-0.09/t/02pod.t HTTP-Server-Simple-Mason-0.09/t/01live.t HTTP-Server-Simple-Mason-0.09/t/00smoke.t HTTP-Server-Simple-Mason-0.09/Changes HTTP-Server-Simple-Mason-0.09/MANIFEST HTTP-Server-Simple-Mason-0.09/META.yml HTTP-Server-Simple-Mason-0.09/ex/ HTTP-Server-Simple-Mason-0.09/ex/sample_server.pl HTTP-Server-Simple-Mason-0.09/Makefile.PL HTTP-Server-Simple-Mason-0.09/SIGNATURE Removing previously used /root/.cpan/build/HTTP-Server-Simple-Mason-0.09 CPAN.pm: Going to build J/JE/JESSE/HTTP-Server-Simple-Mason-0.09.tar.gz Checking if your kit is complete... Looks good Writing Makefile for HTTP::Server::Simple::Mason make[1]: Entering directory `/root/.cpan/build/HTTP-Server-Simple-Mason-0.09' cp lib/HTTP/Server/Simple/Mason.pm blib/lib/HTTP/Server/Simple/Mason.pm Manifying blib/man3/HTTP::Server::Simple::Mason.3pm make[1]: Leaving directory `/root/.cpan/build/HTTP-Server-Simple-Mason-0.09' /usr/bin/make -- OK Running make test make[1]: Entering directory `/root/.cpan/build/HTTP-Server-Simple-Mason-0.09' PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..............ok t/01live...............ok 3/5 # Failed test (t/01live.t at line 18) # undef # doesn't match '(?-xism:2$)' t/01live...............NOK 4# Looks like you failed 1 test of 5. t/01live...............dubious Test returned status 1 (wstat 256, 0x100) Scalar found where operator expected at (eval 153) line 1, near "'int' $__val" (Missing operator before $__val?) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/02pod................skipped all skipped: Test::Pod 1.14 required for testing POD t/03podcoverage........skipped all skipped: Test::Pod::Coverage 1.04 required for testing POD coverage t/04unhandlederrors....ok 3/5 # Failed test (t/04unhandlederrors.t at line 18) # got: undef # expected: '' t/04unhandlederrors....NOK 4# Looks like you failed 1 test of 5. t/04unhandlederrors....dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/05handlederrors......ok 3/5 # Failed test (t/05handlederrors.t at line 18) # got: undef # expected: 'We handled this error' t/05handlederrors......NOK 4# Looks like you failed 1 test of 5. t/05handlederrors......dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------ ------- t/01live.t 1 256 5 1 20.00% 4 t/04unhandlederrors.t 1 256 5 1 20.00% 4 t/05handlederrors.t 1 256 5 1 20.00% 4 2 tests skipped. Failed 3/6 test scripts, 50.00% okay. 3/23 subtests failed, 86.96% okay. make[1]: *** [test_dynamic] Error 1 make[1]: Leaving directory `/root/.cpan/build/HTTP-Server-Simple-Mason-0.09' /usr/bin/make test -- NOT OK Running make install make test had returned bad status, won't install without force ------------------------------------------------------------------------ ---------------------------- 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 mbochynski at audiumcorp.com Thu Sep 8 09:59:25 2005 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Thu, 08 Sep 2005 09:59:25 -0400 Subject: [rt-users] Upgrade to 3.4.4 - makefixdeps:http::Server::Simple::Mason fails In-Reply-To: <20050908132830.GH4670@chaka.net> References: <24EEAB6B0F6C6C42814AB69E201B34C3A1D1E0@schb7sw3-011.schb7.swisslog.net> <20050908132830.GH4670@chaka.net> Message-ID: <1126187965.4760.6.camel@europium.audiumcorp.com> I had the same problem. For some reason perl was saying that http::server::simple::mason is up to date, but RT wanted never version. Manual download from cpan and installation solved the problem. Michael On Thu, 2005-09-08 at 09:28 -0400, Todd Chapman wrote: > On Thu, Sep 08, 2005 at 03:35:32PM +0200, Florian Hochstrasser wrote: > > Hi all > > > > > > > > I recently tried to upgrade from 3.4.1 to 3.4.4 on my SuSE 9. > > > > However I could not get http::server::simple::mason to build. Has anyone > > experienced the same error? Any fixes? > > > > (I know, this is not really RT- related, but I couldn't find any hints > > on the net) > > > > What error? > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Thu Sep 8 11:27:41 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Thu, 8 Sep 2005 10:27:41 -0500 Subject: [rt-users] Apache::AuthenCookieNTLM module does not work Message-ID: Hi all, Has anyone been successfull in installing the Apache::AuthCookieNTLM? Regards, Ahalya Nathan -------------- next part -------------- An HTML attachment was scrubbed... URL: From SZimmerm at knightridder.com Thu Sep 8 12:01:17 2005 From: SZimmerm at knightridder.com (Zimmerman, Sharyn) Date: Thu, 8 Sep 2005 12:01:17 -0400 Subject: [rt-users] Can I prevent a user from approving his own ticket? Message-ID: <3FED314F555E4C4DA2878258507AEB8F04A44B36@krexch01.corp.kri.com> When a privileged user submits a request to one of my RT queues on which we have the Approval process established, is there any way to prevent that user from approving his own ticket? I have a select group of users set up as approvers for my Approvals queue, but I can't find anything to stop one of those "approver" users from submitting an "approval" ticket and approving it himself. Thanks, Sharyn Z From les at futuresource.com Thu Sep 8 12:08:02 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 08 Sep 2005 11:08:02 -0500 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <20050908132911.5ECD34D806F@diesel.bestpractical.com> References: <20050908132911.5ECD34D806F@diesel.bestpractical.com> Message-ID: <1126195682.3185.62.camel@moola.futuresource.com> On Thu, 2005-09-08 at 08:29, Ben Goodwin wrote: > Running on RedHat myself, I've given up on trying to run RT with RedHat's > perl. I've compiled and installed my own perl into /usr/local and I use > CPAN to install all the required modules. I used to use cpan2rpm but as > perl and required modules got newer while my system's perl got older, things > started breaking. RedHat what? RHEL4.x should work, along with Fedora FC2 and up and the free Centos4 rebuild of RHEL4. You might have the right idea in building a local copy of everything so you can keep it intact regardless of the OS distribution or updates though. -- Les Mikesell les at futuresource.com From ben at atomicmatrix.net Thu Sep 8 13:53:49 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Thu, 8 Sep 2005 13:53:49 -0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <1126195682.3185.62.camel@moola.futuresource.com> Message-ID: <20050908175358.C4DA04D806F@diesel.bestpractical.com> It's RH 7.3 :-) It probably does work with recent versions but RH 7.3 was recent at one point, too. Keeping it independent of the OS means I don't have to worry about the conflicts that will eventually arise as RT, Perl, and all the Perl modules continue to evolve. It also means that upgrading to RHEL3/4 will be a lot easier since I don't have to worry about what will happen to the vendor Perl installation. -=| Ben > RedHat what? RHEL4.x should work, along with Fedora FC2 and > up and the > free Centos4 rebuild of RHEL4. > > You might have the right idea in building a local copy of everything > so you can keep it intact regardless of the OS distribution or > updates though. > > -- > Les Mikesell > les at futuresource.com > > > From MHANLEY at cxtec.com Thu Sep 8 14:42:56 2005 From: MHANLEY at cxtec.com (Matt Hanley) Date: Thu, 8 Sep 2005 14:42:56 -0400 Subject: [rt-users] RT Essentials review? Message-ID: <25AC2CBEEFA22F49BC36DED1250EB6A809724EB9@cxmailx.ad.cxtec.com> I am considering purchasing the RT Essentials book. Since there's no table of contents on-line, and the example chapter is on installing RT, it's tough to get a feel for how in-depth the book is. Can anyone share any insights? -matt Matthew Hanley mhanley at cxtec.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.rieger at tbwachiat.com Thu Sep 8 15:17:56 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Thu, 08 Sep 2005 15:17:56 -0400 Subject: [rt-users] a few questions regarding customization Message-ID: <43208E64.6020909@tbwachiat.com> I would like to remove the "Owner" tab from all users except for users that belong to a certain group, (lets call it admins) i would like to make it so that a user can only see queues (when creating a ticket) for those queues that he has permissions for. i would like it that when a user attempts to do anything, create a ticket, view a ticket, etc.. if there is no email address associated with this user he should have to update that info. (NOTE: i am using LDAP for authent) thats about all i heavily modified it and so far so good but at these three items i am a bit stumped. thanx -- Steve Rieger 646-335-8915 (Cell) 212-804-1131 (Work) 212-804-1200 (Fax) chozrim (AIM) From travis.campbell at amd.com Thu Sep 8 15:31:56 2005 From: travis.campbell at amd.com (Travis Campbell) Date: Thu, 8 Sep 2005 14:31:56 -0500 Subject: [rt-users] RT Essentials review? In-Reply-To: <25AC2CBEEFA22F49BC36DED1250EB6A809724EB9@cxmailx.ad.cxtec.com> References: <25AC2CBEEFA22F49BC36DED1250EB6A809724EB9@cxmailx.ad.cxtec.com> Message-ID: <20050908193156.GJ8798@mpdtxmail.amd.com> On Thu, Sep 08, 2005 at 02:42:56PM -0400, Matt Hanley wrote: > I am considering purchasing the RT Essentials book. Since there's no > table of contents on-line, and the example chapter is on installing RT, > it's tough to get a feel for how in-depth the book is. > > Can anyone share any insights? Buy it. I've been using RT since 1.0 and each time we moved forward to new versions, I had to wrap my mind around how something worked. Right now, we're moving from 2.X to 3.4 and the book has saved me quite a bit of time with the learning curve. The visual representations of the object model have helped me understand which direction to go when doing stuff within templates (for example). This and the section on Hook::LexWrap have paid for the book several times over in the amount of time I've saved NOT having to troll code and poke through the mailing lists (or wiki). Really, it's not an expensive book, it's worth having it around, even if you buy it just to support Jesse, Robert, Dave, Darren, and Richard in future revisions of the code and documentation. Heck, buy two. Give one to a friend in another company. Help spread the use of RT. :-) 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 ghenry at suretecsystems.com Thu Sep 8 16:37:22 2005 From: ghenry at suretecsystems.com (Gavin Henry) Date: Thu, 8 Sep 2005 21:37:22 +0100 (BST) Subject: [rt-users] RT Essentials review? In-Reply-To: <20050908193156.GJ8798@mpdtxmail.amd.com> References: <25AC2CBEEFA22F49BC36DED1250EB6A809724EB9@cxmailx.ad.cxtec.com> <20050908193156.GJ8798@mpdtxmail.amd.com> Message-ID: <51237.192.168.100.84.1126211842.squirrel@webmail.suretecsystems.com> > On Thu, Sep 08, 2005 at 02:42:56PM -0400, Matt Hanley wrote: >> I am considering purchasing the RT Essentials book. Since there's no >> table of contents on-line, and the example chapter is on installing RT, >> it's tough to get a feel for how in-depth the book is. >> >> Can anyone share any insights? > > Buy it. > > I've been using RT since 1.0 and each time we moved forward to new > versions, > I had to wrap my mind around how something worked. > > Right now, we're moving from 2.X to 3.4 and the book has saved me quite a > bit > of time with the learning curve. The visual representations of the object > model have helped me understand which direction to go when doing stuff > within templates (for example). This and the section on Hook::LexWrap > have > paid for the book several times over in the amount of time I've saved NOT > having to troll code and poke through the mailing lists (or wiki). > > Really, it's not an expensive book, it's worth having it around, even if > you > buy it just to support Jesse, Robert, Dave, Darren, and Richard in future > revisions of the code and documentation. > > Heck, buy two. Give one to a friend in another company. Help spread the > use of RT. :-) > I agree. Great book and help spread the word. -- Kind Regards, Gavin Henry. Managing Director. T +44 (0) 1224 279484 M +44 (0) 7930 323266 F +44 (0) 1224 742001 E ghenry at suretecsystems.com Open Source. Open Solutions(tm). http://www.suretecsystems.com/ From ruslan.zakirov at gmail.com Thu Sep 8 17:01:18 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 9 Sep 2005 01:01:18 +0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <20050908132911.5ECD34D806F@diesel.bestpractical.com> References: <20050908132911.5ECD34D806F@diesel.bestpractical.com> Message-ID: <589c9440050908140169afabac@mail.gmail.com> On 9/8/05, Ben Goodwin wrote: > Hi Tim, > > Running on RedHat myself, I've given up on trying to run RT with RedHat's > perl. I've compiled and installed my own perl into /usr/local and I use > CPAN to install all the required modules. I used to use cpan2rpm but as > perl and required modules got newer while my system's perl got older, things > started breaking. I agree here about RH's perl. I didn't see normal builds in RH 9, 9.2, FC1.(I don't use RH based distros any more) [snip] > > sh > > # Edit these as appropriate > export PERL=5.8.6 > > rm -rf perl-$PERL > > tar -xzf ../distfiles/perl-$PERL.tar.gz > cd perl-$PERL > > sh Configure -des -Doptimize="-O2 -march=i386 -mcpu=i686" -Dcc=gcc > -Dcccdlflags=-fPIC -Darchname=i386-linux -Uusethreads -Uuseithreads > -Uuselargefiles -Dd_dosuid -Dd_semctl_semun -Di_db -Di_ndbm -Di_gdbm > -Di_shadow -Di_syslog -Dman3ext=3pm I usually took configure options from RH's `perl -V` output(perl sources was vanilla) to be more compatible with RH other environment. > make > make install > > /usr/local/bin/perl -MCPAN -e shell > # set up CPAN if necessary > [snip] -- Best regards, Ruslan. From mark at library.ucsc.edu Thu Sep 8 16:43:56 2005 From: mark at library.ucsc.edu (mark matyas) Date: Thu, 08 Sep 2005 13:43:56 -0700 Subject: [rt-users] how to mysqldump from rt 3.0.8 to new machine with rt 3.4.3? Message-ID: <4320A28C.6020606@library.ucsc.edu> Hi all, I'm trying to figure out the process for exporting/dumping/importing the RT 3.0.8 database (on mysql 4.1.0-alpha) to a new machine with RT 3.4.3 (on mysql 4.1.10a). 3.0.8 doesn't seem to have an RT dump script like 3.4.3 does. I'm inclined to just use mysqldump, but my initial research tells me there's some manual editing of the dump file before importing? Any help/hints would be greatly appreciated. Thanks, Mark Matyas UCSC Library From ruslan.zakirov at gmail.com Thu Sep 8 17:08:32 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 9 Sep 2005 01:08:32 +0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <1126195682.3185.62.camel@moola.futuresource.com> References: <20050908132911.5ECD34D806F@diesel.bestpractical.com> <1126195682.3185.62.camel@moola.futuresource.com> Message-ID: <589c944005090814083e0f4358@mail.gmail.com> On 9/8/05, Les Mikesell wrote: > On Thu, 2005-09-08 at 08:29, Ben Goodwin wrote: > > > Running on RedHat myself, I've given up on trying to run RT with RedHat's > > perl. I've compiled and installed my own perl into /usr/local and I use > > CPAN to install all the required modules. I used to use cpan2rpm but as > > perl and required modules got newer while my system's perl got older, things > > started breaking. > > RedHat what? RHEL4.x should work, along with Fedora FC2 and up and the > free Centos4 rebuild of RHEL4. IMHO main problems with RH distros are: 1) RT is not part of distribution, so AFAIU you can't get support from RH(may be I'm wrong). 2) RH freeze package versions and then only applies patches selectively. For eg in RH9 was 5.8.0 available only with a lot of patches, when at the same time perl5.8.3(or may be 4) was available at perl.org. I even couldn't compile that RH's perl from SRPM or it was failing on the tests. > > You might have the right idea in building a local copy of everything > so you can keep it intact regardless of the OS distribution or > updates though. > > -- > Les Mikesell > les at futuresource.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Sep 8 17:14:17 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 9 Sep 2005 01:14:17 +0400 Subject: [rt-users] Apache::AuthenCookieNTLM module does not work In-Reply-To: References: Message-ID: <589c9440050908141467c096a2@mail.gmail.com> It's off topic. Send this message to module maintainer or via rt.cpan.org. You of cause should send more details. On 9/8/05, Nathan, Ahalya wrote: > > > Hi all, > > Has anyone been successfull in installing the Apache::AuthCookieNTLM? > > Regards, > > Ahalya Nathan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > 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 Sep 8 17:17:12 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 9 Sep 2005 01:17:12 +0400 Subject: [rt-users] how to mysqldump from rt 3.0.8 to new machine with rt 3.4.3? In-Reply-To: <4320A28C.6020606@library.ucsc.edu> References: <4320A28C.6020606@library.ucsc.edu> Message-ID: <589c944005090814173a4fb132@mail.gmail.com> Please, search in archives. You can restore mysqldump dump on 3.4.3 server and run DB UPGRADE scrips that are shipped with RT 3.4.3 tarball. Please see RT README file. On 9/9/05, mark matyas wrote: > Hi all, > I'm trying to figure out the process for exporting/dumping/importing the > RT 3.0.8 database (on mysql 4.1.0-alpha) to a new machine with RT 3.4.3 > (on mysql 4.1.10a). 3.0.8 doesn't seem to have an RT dump script like > 3.4.3 does. I'm inclined to just use mysqldump, but my initial research > tells me there's some manual editing of the dump file before importing? > Any help/hints would be greatly appreciated. > Thanks, > Mark Matyas > UCSC Library > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Sep 8 17:22:17 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 9 Sep 2005 01:22:17 +0400 Subject: [rt-users] a few questions regarding customization In-Reply-To: <43208E64.6020909@tbwachiat.com> References: <43208E64.6020909@tbwachiat.com> Message-ID: <589c9440050908142239111a9@mail.gmail.com> On 9/8/05, Steve Rieger wrote: [snip] > i would like to make it so that a user can only see queues (when > creating a ticket) for those queues that he has permissions for. You shouldn't modify RT to achieve this. Remanage Group/Users rights. See wiki Rights page. > > [snip] > > thats about all i heavily modified it and so far so good but at these > three items i am a bit stumped. > > > thanx -- Best regards, Ruslan. From luis at cantv.net Thu Sep 8 17:24:45 2005 From: luis at cantv.net (Luis Moreno) Date: Thu, 8 Sep 2005 17:24:45 -0400 Subject: [rt-users] Error with attachments In-Reply-To: <20050908210854.731C84D81AF@diesel.bestpractical.com> Message-ID: <200509082128.j88LSTZn022336@rs25s9.datacenter.cha.cantv.net> Hi. I am running RT 3.2.2 + Apache 2 in a Linux Box, and I am getting the following error when I try to send a ticket with an attachment. Any idea? error: read-open /tmp/gwOThu8WMZ: No such file or directory at /usr/local/lib/perl5/site_perl/5.8.4/MIME/Body.pm line 417. context: ... 413: if ($mode eq 'w') { ### writing 414: $IO = FileHandle->new(">$path") || die "write-open $path: $!"; 415: } 416: elsif ($mode eq 'r') { ### reading 417: $IO = FileHandle->new("<$path") || die "read-open $path: $!"; 418: } 419: else { 420: die "bad mode: '$mode'"; 421: } ... code stack: /usr/local/lib/perl5/site_perl/5.8.4/MIME/Body.pm:417 /usr/local/lib/perl5/site_perl/5.8.4/MIME/Body.pm:317 /usr/local/lib/perl5/site_perl/5.8.4/MIME/Body.pm:217 /opt/rt3/lib/RT/Attachment_Overlay.pm:190 /opt/rt3/lib/RT/Attachment_Overlay.pm:174 /opt/rt3/lib/RT/Attachment_Overlay.pm:174 /opt/rt3/lib/RT/Transaction_Overlay.pm:434 /opt/rt3/lib/RT/Transaction_Overlay.pm:136 /opt/rt3/lib/RT/Ticket_Overlay.pm:3707 /opt/rt3/lib/RT/Ticket_Overlay.pm:2527 /opt/rt3/lib/RT/Ticket_Overlay.pm:2460 /opt/rt3/lib/RT/Interface/Web.pm:432 /opt/rt3/share/html/Ticket/Display.html:133 /opt/rt3/share/html/Ticket/Update.html:200 /opt/rt3/share/html/autohandler:221 From les at futuresource.com Thu Sep 8 18:09:10 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 08 Sep 2005 17:09:10 -0500 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <589c944005090814083e0f4358@mail.gmail.com> References: <20050908132911.5ECD34D806F@diesel.bestpractical.com> <1126195682.3185.62.camel@moola.futuresource.com> <589c944005090814083e0f4358@mail.gmail.com> Message-ID: <1126217350.3185.358.camel@moola.futuresource.com> On Thu, 2005-09-08 at 16:08, Ruslan Zakirov wrote: > > > > RedHat what? RHEL4.x should work, along with Fedora FC2 and up and the > > free Centos4 rebuild of RHEL4. > IMHO main problems with RH distros are: > 1) RT is not part of distribution, so AFAIU you can't get support from > RH(may be I'm wrong). Does some distribution include/support the current RT version? > 2) RH freeze package versions and then only applies patches > selectively. For eg in RH9 was 5.8.0 available only with a lot of > patches, when at the same time perl5.8.3(or may be 4) was available at > perl.org. I even couldn't compile that RH's perl from SRPM or it was > failing on the tests. Usually that's a good thing, assuming the starting version is good enough. After RH9, the distribution split into the fast-cycle Fedora which you use if you want frequent app-version updates and RHEL (and the free rebuilds like Centos followed) where the updates are bugfix backports which you use if you don't want frequent behavior-changing updates. FC2 included perl-5.8.3 which was OK for RT3. FC4 is at 5.8.6. RHEL4 (and thus Centos4) have perl-5.8.5, probably with some bugs fixed by backporting later changes. None of those should have perl-related issues regarding RT other than how to install and maintain the many needed extra modules that aren't included in the distribution. -- Les Mikesell les at futuresource.com From ruslan.zakirov at gmail.com Thu Sep 8 18:35:57 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 9 Sep 2005 02:35:57 +0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <1126217350.3185.358.camel@moola.futuresource.com> References: <20050908132911.5ECD34D806F@diesel.bestpractical.com> <1126195682.3185.62.camel@moola.futuresource.com> <589c944005090814083e0f4358@mail.gmail.com> <1126217350.3185.358.camel@moola.futuresource.com> Message-ID: <589c9440050908153523ec5836@mail.gmail.com> On 9/9/05, Les Mikesell wrote: > On Thu, 2005-09-08 at 16:08, Ruslan Zakirov wrote: > > > > > > RedHat what? RHEL4.x should work, along with Fedora FC2 and up and the > > > free Centos4 rebuild of RHEL4. > > > IMHO main problems with RH distros are: > > 1) RT is not part of distribution, so AFAIU you can't get support from > > RH(may be I'm wrong). > > Does some distribution include/support the current RT version? > > > 2) RH freeze package versions and then only applies patches > > selectively. For eg in RH9 was 5.8.0 available only with a lot of > > patches, when at the same time perl5.8.3(or may be 4) was available at > > perl.org. I even couldn't compile that RH's perl from SRPM or it was > > failing on the tests. > > Usually that's a good thing, assuming the starting version is good > enough. After RH9, the distribution split into the fast-cycle > Fedora which you use if you want frequent app-version updates Exactly this change in FC makes it more attractive for RT. > and RHEL (and the free rebuilds like Centos followed) where the > updates are bugfix backports which you use if you don't want > frequent behavior-changing updates. IMHO backports are root of the problems. Changes between 5.8.5 and 5.8.7 is not 5 patches, but 1000(may be less or may be more). And if someone in RH backports 1-100 patches it doesn't mean he only fixes bugs, but he also may unhide "new" bugs. You can't just take 1, 13 and 199 patches and apply it to previouse version because patch 13 makes bug XXX bite you more often then it was before(this bug was fixed in patch 7). And in this case RH's perl maintainer couldn't fix it, he is not perl hacker(or may be he is, I don't know). Perl p5p doesn't care about such bugs, if there is new version available where bug is not introducible then it's your problem how to fix it. > > FC2 included perl-5.8.3 which was OK for RT3. FC4 is at 5.8.6. > RHEL4 (and thus Centos4) have perl-5.8.5, probably with some > bugs fixed by backporting later changes. None of those should > have perl-related issues regarding RT other than how to install > and maintain the many needed extra modules that aren't included > in the distribution. > > -- > Les Mikesell > les at futuresource.com > > > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Sep 8 18:55:28 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 9 Sep 2005 02:55:28 +0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <589c9440050908153523ec5836@mail.gmail.com> References: <20050908132911.5ECD34D806F@diesel.bestpractical.com> <1126195682.3185.62.camel@moola.futuresource.com> <589c944005090814083e0f4358@mail.gmail.com> <1126217350.3185.358.camel@moola.futuresource.com> <589c9440050908153523ec5836@mail.gmail.com> Message-ID: <589c9440050908155570cb0dd8@mail.gmail.com> Now, you all just complain, but you can take Paulo's RPMs and update specs to new versions and publish it, can't you? Yes, you can. Change the situation. There is ebuild for Gentoo. There is deb packages. Look into it, I think it's good examples, you can learn from it. Ask your bosses to fund such activity, it would be good feedback for using RT free. It's open source, but you have alternative way sales at bestpractical.com On 9/9/05, Ruslan Zakirov wrote: > On 9/9/05, Les Mikesell wrote: > > On Thu, 2005-09-08 at 16:08, Ruslan Zakirov wrote: > > > > > > > > RedHat what? RHEL4.x should work, along with Fedora FC2 and up and the > > > > free Centos4 rebuild of RHEL4. > > > > > IMHO main problems with RH distros are: > > > 1) RT is not part of distribution, so AFAIU you can't get support from > > > RH(may be I'm wrong). > > > > Does some distribution include/support the current RT version? > > > > > 2) RH freeze package versions and then only applies patches > > > selectively. For eg in RH9 was 5.8.0 available only with a lot of > > > patches, when at the same time perl5.8.3(or may be 4) was available at > > > perl.org. I even couldn't compile that RH's perl from SRPM or it was > > > failing on the tests. > > > > Usually that's a good thing, assuming the starting version is good > > enough. After RH9, the distribution split into the fast-cycle > > Fedora which you use if you want frequent app-version updates > Exactly this change in FC makes it more attractive for RT. > > > and RHEL (and the free rebuilds like Centos followed) where the > > updates are bugfix backports which you use if you don't want > > frequent behavior-changing updates. > IMHO backports are root of the problems. Changes between 5.8.5 and > 5.8.7 is not 5 patches, but 1000(may be less or may be more). And if > someone in RH backports 1-100 patches it doesn't mean he only fixes > bugs, but he also may unhide "new" bugs. You can't just take 1, 13 and > 199 patches and apply it to previouse version because patch 13 makes > bug XXX bite you more often then it was before(this bug was fixed in > patch 7). And in this case RH's perl maintainer couldn't fix it, he is > not perl hacker(or may be he is, I don't know). Perl p5p doesn't care > about such bugs, if there is new version available where bug is not > introducible then it's your problem how to fix it. > > > > > FC2 included perl-5.8.3 which was OK for RT3. FC4 is at 5.8.6. > > RHEL4 (and thus Centos4) have perl-5.8.5, probably with some > > bugs fixed by backporting later changes. None of those should > > have perl-related issues regarding RT other than how to install > > and maintain the many needed extra modules that aren't included > > in the distribution. > > > > -- > > Les Mikesell > > les at futuresource.com > > > > > > > > > -- > Best regards, Ruslan. > -- Best regards, Ruslan. From steve.rieger at tbwachiat.com Thu Sep 8 19:02:33 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Thu, 08 Sep 2005 19:02:33 -0400 Subject: [rt-users] a few questions regarding customization In-Reply-To: <43208E64.6020909@tbwachiat.com> References: <43208E64.6020909@tbwachiat.com> Message-ID: <4320C309.80007@tbwachiat.com> Steve Rieger wrote: > I would like to remove the "Owner" tab from all users except for users > that belong to a certain group, (lets call it admins) still open > > i would like to make it so that a user can only see queues (when > creating a ticket) for those queues that he has permissions for. my bad i titally forgot the ACL's > > > i would like it that when a user attempts to do anything, create a > ticket, view a ticket, etc.. if there is no email address associated > with this user he should have to update that info. (NOTE: i am using > LDAP for authent) still open > > thats about all i heavily modified it and so far so good but at these > three items i am a bit stumped. > > > thanx -- Steve Rieger 646-335-8915 (Cell) 212-804-1131 (Work) 212-804-1200 (Fax) chozrim (AIM) From ben at atomicmatrix.net Thu Sep 8 19:54:09 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Thu, 8 Sep 2005 19:54:09 -0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <589c9440050908155570cb0dd8@mail.gmail.com> Message-ID: <20050908235420.311474D81A5@diesel.bestpractical.com> My thoughts below aren't necessarily what I believe; rather, they're to invoke additional thought on this discussion. While the fact that RT relies on modules rather than reinventing the wheel is a Good Thing, there are benefits and drawbacks. Exploring them again is probably a good exercise even if it's been done before - RT and its users continually change. For example, in the single distribution scenario, not only would installation be easier, but general support would be easier as well; instead of 1000 permutations of versions and bugs, you have 1. Imagine if Firefox required a large number of modules that are largely maintained by others. Would it be as successful? It's surely an interesting debate that's almost religious in nature (like the "which linux distro is better" question) and has obvious pro's and con's. Creating a single package would surely not be easy to do, either. To Ruslan's point - maybe someone does need to spend the time to make (*and maintain*) a robust (hopefully somehow multiplatform) package to cater to the crowd who, for whatever reason, can't run RT in its current form. Such a task is not to be underestimated, however. We'd be dealing with different distributions, operating systems, and architectures. In any case, this isn't a small or easy conversation. Right now what it all really comes down to is each individual's needs and the best way to satisfy them. Also remember what Best Practical is from a company standpoint. They don't make and sell a commercial product - they create open source software and draw revenue from things like support, training, and special customizations. It's a different model than a lot of people are used to. -=| Ben > -----Original Message----- > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > Sent: Thursday, September 08, 2005 6:55 PM > To: Les Mikesell > Cc: Ben Goodwin; rt-users at lists.bestpractical.com > Subject: Re: [rt-users] RT and the Perl Dependency Nightmare... > > Now, you all just complain, but you can take Paulo's RPMs and update > specs to new versions and publish it, can't you? Yes, you can. Change > the situation. > There is ebuild for Gentoo. There is deb packages. Look into it, I > think it's good examples, you can learn from it. > > Ask your bosses to fund such activity, it would be good feedback for > using RT free. > > It's open source, but you have alternative way sales at bestpractical.com From scottf at eacceleration.com Thu Sep 8 20:33:42 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Thu, 08 Sep 2005 17:33:42 -0700 Subject: [rt-users] Making '10 newest unowned' less than global. Message-ID: <1126226022.32651.13.camel@scottf.site> Our IT Dept has been having good success with RT, so much so that some of our other departments want to be able to get in on the action. While working the first of these other departments into the fold, I set all the permissions/access so that neither group sees the other group's tickets. However, the '10 newest unowned tickets' does a global count. If the one group has 4 tickets, the other group only sees the 6 tickets that belong to their group in the 'top 10' list. As one of the groups tends to get tickets in bunches, it hides all the tickets for the other group. Other than changing the 'top 10' to a 'top 20 or 30', I'm not sure if there's a way to have that list show the 'top 10' that a particular user is allowed to see rather than a global top 10. I figure that with RT, there just *has* to be a way to do this with some sort of overlay. -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com -- "Traveling through hyperspace ain't like dusting crops, boy. Without precise calculations, we'd fly right through a star, or bounce too close to a supernova, and that would end your trip real quick, wouldn't it?" ? Han Solo -- From ruslan.zakirov at gmail.com Thu Sep 8 20:49:10 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 9 Sep 2005 04:49:10 +0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <4320cf24.38fbd7be.7b52.ffff92ecSMTPIN_ADDED@mx.gmail.com> References: <589c9440050908155570cb0dd8@mail.gmail.com> <4320cf24.38fbd7be.7b52.ffff92ecSMTPIN_ADDED@mx.gmail.com> Message-ID: <589c9440050908174920ac21a5@mail.gmail.com> On 9/9/05, Ben Goodwin wrote: > My thoughts below aren't necessarily what I believe; rather, they're to > invoke additional thought on this discussion. > > While the fact that RT relies on modules rather than reinventing the wheel > is a Good Thing, there are benefits and drawbacks. Exploring them again is > probably a good exercise even if it's been done before - RT and its users > continually change. > > For example, in the single distribution scenario, not only would > installation be easier, but general support would be easier as well; instead > of 1000 permutations of versions and bugs, you have 1. Imagine if Firefox > required a large number of modules that are largely maintained by others. > Would it be as successful? Please, don't mix different things. Firefox is client side software. RT is SERVER side, this means by default that people who install it should have more knowledge. Let's stop this conversation here. RT has much dependencies right now and IMHO nobody could change this. But you can at least make current installation system better. You don't need to know RT internals, but you should know perl a little, here is tasks you could do: * rt-test-dependencies script ** require more user friendly reports *** should hide building process, and only report that module successfuly installed *** should report errors to file with additional info about users perl and instructions how to use this file ** could do smart things: *** rt-test-dependencies script uses CPAN.pm, AFAIK this module allow install not only latest available module, but also particular version you want, so script could fallback to previouse versions if latest fails to install. *** also it's easy to hack this script to use other software instead of CPAN.pm, I even have such patch somewhere, I used it to install RT deps via Gentoo's g-cpan programm(something like cpan2rpm for gentoo). Fix this and installation process would be more painless > > It's surely an interesting debate that's almost religious in nature (like > the "which linux distro is better" question) and has obvious pro's and > con's. Creating a single package would surely not be easy to do, either. > > To Ruslan's point - maybe someone does need to spend the time to make (*and > maintain*) a robust (hopefully somehow multiplatform) package to cater to > the crowd who, for whatever reason, can't run RT in its current form. Such > a task is not to be underestimated, however. We'd be dealing with different > distributions, operating systems, and architectures. In any case, this > isn't a small or easy conversation. Right now what it all really comes down > to is each individual's needs and the best way to satisfy them. Prefer change "the best" to "the fastest". > > Also remember what Best Practical is from a company standpoint. They don't > make and sell a commercial product - they create open source software and > draw revenue from things like support, training, and special customizations. > It's a different model than a lot of people are used to. > > -=| Ben > > > > -----Original Message----- > > From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] > > Sent: Thursday, September 08, 2005 6:55 PM > > To: Les Mikesell > > Cc: Ben Goodwin; rt-users at lists.bestpractical.com > > Subject: Re: [rt-users] RT and the Perl Dependency Nightmare... > > > > Now, you all just complain, but you can take Paulo's RPMs and update > > specs to new versions and publish it, can't you? Yes, you can. Change > > the situation. > > There is ebuild for Gentoo. There is deb packages. Look into it, I > > think it's good examples, you can learn from it. > > > > Ask your bosses to fund such activity, it would be good feedback for > > using RT free. > > > > It's open source, but you have alternative way sales at bestpractical.com > > > -- Best regards, Ruslan. From cwfox at us.fujitsu.com Thu Sep 8 21:44:19 2005 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Thu, 08 Sep 2005 15:44:19 -1000 Subject: [rt-users] Problems installing Text::WikiFormat for RT3.4.4 Message-ID: <4320E8F3.7000903@us.fujitsu.com> Alle, We're running RHEL3U5, perl 5.8.5, FCGI, mysql 4.1.9-0. We are already running RT3.4.2 with no problems. We're using the following configure options for 3.4.4: PERL=/opt/perl-5.8.5/bin/perl ./configure --prefix=/usr/local/rt3 --with-web-user=apache --with-web-group=apache --with-fastcgi --with-mysql --with-apachectl=/usr/sbin/apachectl We get this error when running checks for Text::WikiFormat. We're not concerned about the "using insecure memory!" error because RH does not install gpg with setuid(root), but does anyone know what public key we should have installed that we don't? [cwfox at hiloII Text-WikiFormat-0.76]$ make test PERL_DL_NONLAZY=1 /opt/perl-5.8.5/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'blib/lib', 'blib/arch')" t/*.t t/0-signature............gpg: WARNING: using insecure memory! gpg: please see http://www.gnupg.org/faq.html for more information gpg: Signature made Sun Jul 24 20:00:35 2005 HST using DSA key ID 5C08E9C4 gpg: Can't check signature: public key not found Not in MANIFEST: pm_to_blib ==> MISMATCHED content between MANIFEST and distribution files! <== # Failed test (t/0-signature.t at line 9) # Looks like you failed 1 tests of 1. t/0-signature............dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 1 Failed 1/1 tests, 0.00% okay t/absolute_links.........ok t/base...................ok t/bugs...................ok 1/14# make sure tag overrides work for Kake # Check that blocks not in blockorder are not fatal t/bugs...................ok t/embedded-links.........ok t/explicit...............ok t/implicit...............ok t/kake...................ok t/lists-nested...........ok t/lists-no-indent........ok t/lists..................ok t/merge-hash.............ok t/pod-coverage...........ok t/pod....................ok t/tag-override-use-as....ok t/tag-override...........ok t/Wiki...................ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/0-signature.t 1 256 1 1 100.00% 1 Failed 1/17 test scripts, 94.12% okay. 1/143 subtests failed, 99.30% okay. make: *** [test_dynamic] Error 255 [cwfox at hiloII Text-WikiFormat-0.76]$ Best Regards, Camron -- Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at us.fujitsu.com Phone: (808) 934-4102 Cell: (808) 937-5026 From millerte at wfu.edu Thu Sep 8 22:19:11 2005 From: millerte at wfu.edu (Timothy E Miller) Date: Thu, 8 Sep 2005 22:19:11 -0400 (EDT) Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <1126155287.16281.88.camel@les-home.futuresource.com> References: <1126146018.16281.39.camel@les-home.futuresource.com> <1126155287.16281.88.camel@les-home.futuresource.com> Message-ID: All right, since everyone is blowing this way out of proportion, I guess I should respond ... in like outrageous fashion. [RT-Perl modules below refers to Perl modules from CPAN req'd by RT] Les, "what do I do when Red Hat upgrades Perl?" Answer NOTHING! That's the whole point of the Enterprise product line, security and bug fixes ONLY. NO NEW FEATURES. In principle (and sure it's a bit naive), nothing breaks except the "bugs" (i.e. the bugs don't work any more so they're "broken"...get it? Ha, ha! :) As I'm a realist, some RT-Perl modules might not work OR more realistically, some of the RT-Perl modules/RPMS overwrote what Red Hat shipped. Answer again is simple, reinstall my RT Perl RPMS on top of it. The whole point is *NOT* some beautiful, static, utopian situation. The point is MAINTAINABILITY and REPRODUCIBILITY. If I upgrade Perl and something breaks, Hmmm... maybe it was the Perl upgrade. If I decide to upgrade the DBIx::SearchBuilder module and something breaks, then maybe it was the upgrade. If I take and provision a second webserver to deploy RT on (so I can shutdown the primary and do maintenance on it), it'd be nice to know I'll have a working RT on it. Other's prior knee jerk "just rsync it" or "restore from backup" completely missed my statement of being RPM based (especially in the imaging side). With the current RT installation method, so much **** changes in Perl CPAN land from version to version that I have to spend a whole week trying to debug when to ignore this failed test or which packages I have to force. And since I don't do regular (read: religious) upgrades of RT from minor-sub-release to minor-sub-release, I then have to jump from 3.2.x to 3.4.4 with a whole new slew of package dependencies. Remember, I'm a sysadmin... not an RT admin. I can not (and will not) believe the RT developers at Best Practical operate that way. Trusting that 20+ independent Perl developers make only perfect bug-fixing upgrades (synchronized, no less) that still all magically interoperate as they previously did without breaking is only for children who believe in Santa Claus and people who think the govt is here to help you. There is no way someone who does this for a living does not have a set of Perl modules squirreled away for which they test incremental development. Maybe RT devs don't. Maybe every now and then (say for major releases), they just fire off a big "CPAN upgrade all my modules to the latest version" command and then fix what is broken. As an admin/developer, I don't think so. And maybe the answer is to take a build a completely separate Perl, Apache, mod_perl, RT, and RT-Perl (RT req'd perl modules) directory tree and just tar it up and RPM-ize it. I don't know. I was just soliciting folks for more production ready methods that they may have used or developed rather than the current old school manual hack currently in place. -Tim P.S. Of course, if I had $2k, I imagine the first thing I'd get from BestPractical is a CD with all the Perl modules with the correct software versioning and dependencies taken care of. On Wed, 7 Sep 2005, Les Mikesell wrote: > OK, but what do you expect to happen when your RPM based > distribution includes a conflicting updated RPM and > you want to do an update? Or you've updated, then want > to install your bundle? > > > Viola! You can clone (DB issues aside) a billion RT > > servers a year from now and know you have an identical setup. > > But a year from now you'll want the updated versions not > a frozen set that probably have a lot of bugs we just > haven't found yet. > > > My imaging setup is > > RPM based so this becomes a challenge but only because of the CPAN > > installation part (most of which is mitigated by cpan2rpm ... but > > only if you can build the 100 or so freakin' RPMs). > > I think you have the right idea, but either the RPMs have to > get pushed into the main OS distribution at the start of > the project or they need to install as an RT library > in a place that is searched first and doesn't conflict > with anything the OS may or may not include. If you > just want the ability to put back exactly what you had, > any number of tar/dump/rsync based backup programs can > do that. (I happen to like http://backuppc.sourceforge.net/). > However the real value of RPM packaging is that with > yum/up2date/apt-get/urpmi, etc., any number of systems > can stay current with updates made to a central > repository. If you aren't planning for the update capability > it doesn't seem worth the extra effort to do rpm packaging > compared to a script that installs the CPAN tarballs and > saving a copy of the versions you want. ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ Timothy E. Miller, PhD, RHCE voice: (336)758-3257 Systems Analyst Lead, High Performance Computing fax: (336)758-7127 Wake Forest University cell: (336)782-6987 Computer Science, Information Systems, Physics ~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~~ From todd at chaka.net Thu Sep 8 23:31:55 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 8 Sep 2005 23:31:55 -0400 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: References: <1126146018.16281.39.camel@les-home.futuresource.com> <1126155287.16281.88.camel@les-home.futuresource.com> Message-ID: <20050909033155.GI4670@chaka.net> On Thu, Sep 08, 2005 at 10:19:11PM -0400, Timothy E Miller wrote: > [snip] > > With the current RT installation method, so much **** changes in > Perl CPAN land from version to version that I have to spend a whole > week trying to debug when to ignore this failed test or which > packages I have to force. And since I don't do regular (read: > religious) upgrades of RT from minor-sub-release to minor-sub-release, > I then have to jump from 3.2.x to 3.4.4 with a whole new slew of > package dependencies. Remember, I'm a sysadmin... not an RT admin. > > I can not (and will not) believe the RT developers at Best Practical > operate that way. Trusting that 20+ independent Perl developers > make only perfect bug-fixing upgrades (synchronized, no less) that > still all magically interoperate as they previously did without > breaking is only for children who believe in Santa Claus and people > who think the govt is here to help you. Yes, they do operate that way. They can do that becuase RT has regression tests. Each of the perl Modules RT uses has regression tests. Sometimes there is a bug with a particular version of a perl module that is not caught until someone reports it, but mostly things just work fine and it is largely the result of regression testing. Regression testing = Sant Claus! [snip] > > -Todd From les at futuresource.com Fri Sep 9 00:12:03 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 08 Sep 2005 23:12:03 -0500 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: References: <1126146018.16281.39.camel@les-home.futuresource.com> <1126155287.16281.88.camel@les-home.futuresource.com> Message-ID: <1126239123.20150.100.camel@les-home.futuresource.com> On Thu, 2005-09-08 at 21:19, Timothy E Miller wrote: > I can not (and will not) believe the RT developers at Best Practical > operate that way. Trusting that 20+ independent Perl developers > make only perfect bug-fixing upgrades (synchronized, no less) that > still all magically interoperate as they previously did without > breaking is only for children who believe in Santa Claus and people > who think the govt is here to help you. Some people believe that published interfaces are not supposed to change. It does take a certain amount of faith to maintain that belief... > There is no way someone who does this for a living does not have a > set of Perl modules squirreled away for which they test incremental > development. Maybe RT devs don't. Well, yes, everyone who has built a working RT has a copy of the working modules squirreled away in their .cpan/sources and .cpan/build caches whether they know it or not. And yes, I've resorted to grabbing copies of them for another machine now and then. > Maybe every now and then (say > for major releases), they just fire off a big "CPAN upgrade all my > modules to the latest version" command and then fix what is broken. > As an admin/developer, I don't think so. Realistically, I'd guess that most people build a new copy on a different machine with the latest of everything instead of lots of in-place updates - then move the database when the new version works. > And maybe the answer is to take a build a completely separate Perl, > Apache, mod_perl, RT, and RT-Perl (RT req'd perl modules) directory > tree and just tar it up and RPM-ize it. I don't know. I did miss the point of the RPM-ize step. Is it really a win to do this compared to a scripted install of the corresponding (saved) CPAN tarballs or are you doing it to fit into a scheme you are already using extensively for other parts of your system. It just seems like more work to get exactly the same thing done that a 'perl Makefile.PL; make install' would do anyway. -- Les Mikesell les at futuresource.com From les at futuresource.com Fri Sep 9 00:34:37 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 08 Sep 2005 23:34:37 -0500 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <589c9440050908153523ec5836@mail.gmail.com> References: <20050908132911.5ECD34D806F@diesel.bestpractical.com> <1126195682.3185.62.camel@moola.futuresource.com> <589c944005090814083e0f4358@mail.gmail.com> <1126217350.3185.358.camel@moola.futuresource.com> <589c9440050908153523ec5836@mail.gmail.com> Message-ID: <1126240477.20150.123.camel@les-home.futuresource.com> On Thu, 2005-09-08 at 17:35, Ruslan Zakirov wrote: > After RH9, the distribution split into the fast-cycle > > Fedora which you use if you want frequent app-version updates > Exactly this change in FC makes it more attractive for RT. Not really. With FC you have to do complete system version upgrades often, something fairly painful when complicated apps like RT are present. > > and RHEL (and the free rebuilds like Centos followed) where the > > updates are bugfix backports which you use if you don't want > > frequent behavior-changing updates. > IMHO backports are root of the problems. Changes between 5.8.5 and > 5.8.7 is not 5 patches, but 1000(may be less or may be more). And if > someone in RH backports 1-100 patches it doesn't mean he only fixes > bugs, but he also may unhide "new" bugs. It's not perfect of course, but often the tradeoff works in your favor compared to the number of new bugs introduced in the untested code of the latest version. You just have to get past the versions that really screwed up the international character set handling. -- Les Mikesell les at futuresource.com From olivier.horec at gmail.com Fri Sep 9 04:41:00 2005 From: olivier.horec at gmail.com (Olivier Horec) Date: Fri, 9 Sep 2005 10:41:00 +0200 Subject: [rt-users] How to really destroy all the tickets Message-ID: <34f141b80509090141464d35ba@mail.gmail.com> Hi, After a long period of testintg and customizations, I would like to make my RT open to users. So I would like to really delete all the Tickets (I don't want the testing tickets to apear in the database anymore). I would like to delete my testing users too. But I want to keep all my Templates, Scrips ... What should I delete in the database ? What queries should I use ? Thanks for your help, Olivier From bwbadger at gmail.com Fri Sep 9 05:12:05 2005 From: bwbadger at gmail.com (Bruce Badger) Date: Fri, 9 Sep 2005 19:12:05 +1000 Subject: [rt-users] Public read-only acccess to tickets In-Reply-To: <42F02A8C.6060903@bestpractical.com> References: <6647dab50508021634ae8d4d4@mail.gmail.com> <42F02A8C.6060903@bestpractical.com> Message-ID: <6647dab50509090212259392c6@mail.gmail.com> Tom, Sorry to come back to this after such a long time, but we have just resolved a problem in getting email to our RT system. So, back to getting the read-only access ... On 8/3/05, Thomas Sibley wrote: > There's no "official" way/option/etc at the moment, though something may > be in the works for the rt.cpan.org migration we're doing. For now I > suggest you create a user "guest" with password "guest" and publicize > that on the login page. Make sure the guest user only has rights to see > things, not modify stuff (including itself, so guests can't change the > password and lock other guests out). We are using RT 3.4.1 as packaged for Debian stable (sarge). I am looking at the Configuration>Users page and I can't see how I set things so this guest user is not able to modify their own password, or create new requests. Could you please point me to the relevant bit of the interface, or system documentation? Many thanks, Bruce -- Make the most of your skills - with OpenSkills http://www.openskills.org/ From meier at fuh.de Fri Sep 9 05:19:22 2005 From: meier at fuh.de (Matthias Meier) Date: Fri, 09 Sep 2005 11:19:22 +0200 Subject: [rt-users] TicketPriorityEscalation Message-ID: <4321539A.6030802@fuh.de> Hello, recently i set up PriorityEscalation. Now in find in all tickets messages like "Do 08. Sep 2005, 15:09:42 root - Priority von '11' in '16' ge?ndert" Can I - delete this mesages (or hide them) - run 'rt-crontool' changing the priority but without generating those messages? Thanks for all help Matthais -- _______________________________________________ Matthias Meier Fornoff und Heintzenberg GmbH Consulting, DV-Systeme, Dienstleistungen Hauptstr. 4, D-79224 Umkirch Tel +49 7665 937-0, Fax -150 From niels=rt at bakker.net Fri Sep 9 08:04:15 2005 From: niels=rt at bakker.net (Niels Bakker) Date: Fri, 9 Sep 2005 14:04:15 +0200 Subject: [rt-users] How to notify a user that their ticket has been stolen? In-Reply-To: References: Message-ID: <20050909120415.GF23469@snowcrash.tpb.net> Hi Paul, * pwagland at allshare.nl (Paul Wagland) [Thu 06 May 2004, 11:17 CEST]: [..] >The problem is that the "Old Owner" is always a number... how do I >convert that number back into a user name? I used this code in the template: Old Owner: {my $user = new RT::User($RT::SystemUser); $user->Load($Transaction->OldValue); $user->Name || $Transaction->OldValue} I think you can use the same trick (using $user->EmailAddress) to have a copy sent to the old requestor, just add e.g. a Bcc: line to the template header section. Regards, -- Niels. -- From daves at wavesco.com Fri Sep 9 08:58:37 2005 From: daves at wavesco.com (David J. Schnardthorst) Date: Fri, 09 Sep 2005 07:58:37 -0500 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <1126239123.20150.100.camel@les-home.futuresource.com> References: <1126146018.16281.39.camel@les-home.futuresource.com> <1126155287.16281.88.camel@les-home.futuresource.com> <1126239123.20150.100.camel@les-home.futuresource.com> Message-ID: <432186FD.9000802@wavesco.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 My two cents (if its worth that much). When I installed RT I isolated it to have its own version of perl so that everything was contained in /opt/rt. This makes life easier when you do need to pick up and move to another system. I am in the process of writing a SPEC file (in my spare time) that will create an RPM of rt and rt-perl. This will allow me to do an installation via RPM to any system, easily. I may further create an RPM for RTIR and RTFM in the future as I am using both. I'll post the SPEC on the WIKI once I have a good working copy. Les Mikesell wrote: > On Thu, 2005-09-08 at 21:19, Timothy E Miller wrote: > > >>I can not (and will not) believe the RT developers at Best Practical >>operate that way. Trusting that 20+ independent Perl developers >>make only perfect bug-fixing upgrades (synchronized, no less) that >>still all magically interoperate as they previously did without >>breaking is only for children who believe in Santa Claus and people >>who think the govt is here to help you. > > > Some people believe that published interfaces are not supposed > to change. It does take a certain amount of faith to maintain that > belief... > > >>There is no way someone who does this for a living does not have a >>set of Perl modules squirreled away for which they test incremental >>development. Maybe RT devs don't. > > > Well, yes, everyone who has built a working RT has a copy of > the working modules squirreled away in their .cpan/sources > and .cpan/build caches whether they know it or not. And > yes, I've resorted to grabbing copies of them for another > machine now and then. > > >>Maybe every now and then (say >>for major releases), they just fire off a big "CPAN upgrade all my >>modules to the latest version" command and then fix what is broken. >>As an admin/developer, I don't think so. > > > Realistically, I'd guess that most people build a new copy > on a different machine with the latest of everything instead > of lots of in-place updates - then move the database when > the new version works. > > >>And maybe the answer is to take a build a completely separate Perl, >>Apache, mod_perl, RT, and RT-Perl (RT req'd perl modules) directory >>tree and just tar it up and RPM-ize it. I don't know. > > > I did miss the point of the RPM-ize step. Is it really a win > to do this compared to a scripted install of the corresponding > (saved) CPAN tarballs or are you doing it to fit into a scheme you > are already using extensively for other parts of your system. It > just seems like more work to get exactly the same thing done > that a 'perl Makefile.PL; make install' would do anyway. > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.0 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDIYb80I5vtVF88i0RAu+zAKD0n5rRKw5inK/lamNoEnVl6QlOrgCgiYRf 2ojCzwesXcwof2azq1OBoNE= =m9Ii -----END PGP SIGNATURE----- From andrew at solutionsfirst.com.au Fri Sep 9 08:24:54 2005 From: andrew at solutionsfirst.com.au (Andrew Foster) Date: Fri, 9 Sep 2005 22:24:54 +1000 Subject: [rt-users] Public read-only acccess to tickets In-Reply-To: <6647dab50509090212259392c6@mail.gmail.com> References: <6647dab50508021634ae8d4d4@mail.gmail.com> <42F02A8C.6060903@bestpractical.com> <6647dab50509090212259392c6@mail.gmail.com> Message-ID: <20050909122454.GB19787@localhost.localdomain> Hi Bruce, > > There's no "official" way/option/etc at the moment, though something may > > be in the works for the rt.cpan.org migration we're doing. For now I > > suggest you create a user "guest" with password "guest" and publicize > > that on the login page. Make sure the guest user only has rights to see > > things, not modify stuff (including itself, so guests can't change the > > password and lock other guests out). > > We are using RT 3.4.1 as packaged for Debian stable (sarge). I am > looking at the Configuration>Users page and I can't see how I set > things so this guest user is not able to modify their own password, or > create new requests. I imagine what you want is the Config > Global (or for finer-grained control, Queues > The Queue) > User Rights. Check out the list of grantable rights there; you probably don't want much more than the SeeQueue and ShowTicket rights enabled. Keep in mind that if you've already enabled more generous permissions than that on a global level, the right-inheritance model of RT's ACLs won't allow you to then /limit/ those rights at a per-queue basis. I think the ModifySelf permission is the one you're after for users changing their own password & details. Cheers, - Andrew From shildret at scotth.emsphone.com Fri Sep 9 09:27:59 2005 From: shildret at scotth.emsphone.com (Scott T. Hildreth) Date: Fri, 09 Sep 2005 08:27:59 -0500 Subject: [rt-users] RT and the Perl Dependency Nightmare... In-Reply-To: <432186FD.9000802@wavesco.com> References: <1126146018.16281.39.camel@les-home.futuresource.com> <1126155287.16281.88.camel@les-home.futuresource.com> <1126239123.20150.100.camel@les-home.futuresource.com> <432186FD.9000802@wavesco.com> Message-ID: <1126272479.1112.45.camel@scotth.emsphone.com> On Fri, 2005-09-09 at 07:58 -0500, David J. Schnardthorst wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > My two cents (if its worth that much). When I installed RT I isolated it to > have its own version of perl so that everything was contained in /opt/rt. This > makes life easier when you do need to pick up and move to another system. > > I am in the process of writing a SPEC file (in my spare time) that will create > an RPM of rt and rt-perl. This will allow me to do an installation via RPM to > any system, easily. I may further create an RPM for RTIR and RTFM in the future > as I am using both. I'll post the SPEC on the WIKI once I have a good working copy. ..or one could use PAR. > > Les Mikesell wrote: > > On Thu, 2005-09-08 at 21:19, Timothy E Miller wrote: > > > > > >>I can not (and will not) believe the RT developers at Best Practical > >>operate that way. Trusting that 20+ independent Perl developers > >>make only perfect bug-fixing upgrades (synchronized, no less) that > >>still all magically interoperate as they previously did without > >>breaking is only for children who believe in Santa Claus and people > >>who think the govt is here to help you. > > > > > > Some people believe that published interfaces are not supposed > > to change. It does take a certain amount of faith to maintain that > > belief... > > > > > >>There is no way someone who does this for a living does not have a > >>set of Perl modules squirreled away for which they test incremental > >>development. Maybe RT devs don't. > > > > > > Well, yes, everyone who has built a working RT has a copy of > > the working modules squirreled away in their .cpan/sources > > and .cpan/build caches whether they know it or not. And > > yes, I've resorted to grabbing copies of them for another > > machine now and then. > > > > > >>Maybe every now and then (say > >>for major releases), they just fire off a big "CPAN upgrade all my > >>modules to the latest version" command and then fix what is broken. > >>As an admin/developer, I don't think so. > > > > > > Realistically, I'd guess that most people build a new copy > > on a different machine with the latest of everything instead > > of lots of in-place updates - then move the database when > > the new version works. > > > > > >>And maybe the answer is to take a build a completely separate Perl, > >>Apache, mod_perl, RT, and RT-Perl (RT req'd perl modules) directory > >>tree and just tar it up and RPM-ize it. I don't know. > > > > > > I did miss the point of the RPM-ize step. Is it really a win > > to do this compared to a scripted install of the corresponding > > (saved) CPAN tarballs or are you doing it to fit into a scheme you > > are already using extensively for other parts of your system. It > > just seems like more work to get exactly the same thing done > > that a 'perl Makefile.PL; make install' would do anyway. > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.0 (MingW32) > Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > iD8DBQFDIYb80I5vtVF88i0RAu+zAKD0n5rRKw5inK/lamNoEnVl6QlOrgCgiYRf > 2ojCzwesXcwof2azq1OBoNE= > =m9Ii > -----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 -- Scott T. Hildreth From todd at chaka.net Fri Sep 9 16:04:20 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 9 Sep 2005 16:04:20 -0400 Subject: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <20050908130235.GG4670@chaka.net> References: <20050908130235.GG4670@chaka.net> Message-ID: <20050909200420.GK4670@chaka.net> On Thu, Sep 08, 2005 at 09:02:35AM -0400, Todd Chapman wrote: > On Thu, Sep 08, 2005 at 07:27:55AM +0200, HAM-MI-IC Torsten Brumm wrote: > > Hi RT Users, > > > > since some days i play around with the actual RT 3.4.3, but from time to > > time i get the following error if i got to "Tickets" The Query Builder. > > > > Its running under Fedora Core 3 Perl 5.8.5 and installed modules... > > > > Any Ideas or sugestions??? It is strange, this error occurs not on every > > call, only from time to time. > > > > I was having the same problem with 3.4.3. I upgraded to 3.4.4 > yesterday and haven't had the problem (yet). > > -Todd I am also experiencing this bug in 3.4.4. -Todd From mark at library.ucsc.edu Fri Sep 9 16:41:27 2005 From: mark at library.ucsc.edu (mark matyas) Date: Fri, 09 Sep 2005 13:41:27 -0700 Subject: [rt-users] CustomField -> QueueObj deprecated error when migrating 3.0.8 to 3.4.3 Message-ID: <4321F377.1000902@library.ucsc.edu> Hi, I couldn't find the answer to this in the archives, but hopefully someone knows what is causing this: I'm in the process of upgrading to a new RT server on a new machine (3.0.8 to 3.4.3). I did a mysqldump from 3.0.8 machine using this command as suggested in the archives: #mysqldump --complete-insert --add-drop-table rt3 > rt3dump I then transfered the file to the new RT 3.4.3, created an empty mysql DB called 'rt_test', and imported using something like this: #mysql rt_test -uroot -p < rt3dump Then, following directions in the README of 3.4.3, I ran the rt-setup-database script 3 times (once for schema, acl, insert) for each version it told me to (3.1.0, 3.1.15, 3.1.17, 3.3.0, 3.3.11): #/opt/rt3/sbin/rt-setup-database --action schema \ --datadir etc/upgrade/ #/opt/rt3/sbin/rt-setup-database --action acl \ --datadir etc/upgrade/ #/opt/rt3/sbin/rt-setup-database --action insert \ --datadir etc/upgrade/ Everything seemed to go smoothly. Restarted apachectl. Logged in fine, looked like everything was there and worked good. So then I click on a queue, then open a ticket, and then I click "Tickets" to go back to the queue listing, and it hangs for a couple minutes and I get this error in the log multiple times: ...RT::CustomField -> QueueObj deprecated (/opt/rt3/lib/RT/CustomField_Overlay.pm:753) Here are the log entries a couple seconds before it: [Fri Sep 9 02:37:28 2005] [debug]: About to think about scrips for transaction #231656 (/opt/rt3/lib/RT/Transaction_Overlay.pm:156) [Fri Sep 9 02:37:28 2005] [debug]: About to prepare scrips for transaction #231656 (/opt/rt3/lib/RT/Transaction_Overlay.pm:160) [Fri Sep 9 02:37:28 2005] [debug]: Found 2 scrips (/opt/rt3/lib/RT/Scrips_Overlay.pm:356) [Fri Sep 9 02:37:28 2005] [debug]: About to commit scrips for transaction #231656 (/opt/rt3/lib/RT/Transaction_Overlay.pm:169) [Fri Sep 9 02:37:33 2005] [debug]: RT::CustomField -> QueueObj deprecated (/opt/rt3/lib/RT/CustomField_Overlay.pm:753) last line repeated a bunch... Anyway, anybody know what I did wrong? Is it a Custom Field, Template, or Scrip from the old DB that needs to be removed from the dump file? I read something about clearing out the mason data and session cache, could that be it? best way to do that? FYI, I had to downgrade HTML::Mason from 1.31 to 1.28 to get RT 3.4.3 to work on my setup: RHEL4, apache2, fastCGI. Sorry for all the questions, Thanks for any info though! Mark Matyas From ruslan.zakirov at gmail.com Fri Sep 9 17:23:14 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 10 Sep 2005 01:23:14 +0400 Subject: [rt-users] How to really destroy all the tickets In-Reply-To: <34f141b80509090141464d35ba@mail.gmail.com> References: <34f141b80509090141464d35ba@mail.gmail.com> Message-ID: <589c9440050909142377076db8@mail.gmail.com> http://search.cpan.org/~ruz/RTx-Shredder/ On 9/9/05, Olivier Horec wrote: > Hi, > > After a long period of testintg and customizations, I would like to > make my RT open to users. So I would like to really delete all the > Tickets (I don't want the testing tickets to apear in the database > anymore). I would like to delete my testing users too. But I want to > keep all my Templates, Scrips ... > > What should I delete in the database ? What queries should I use ? > > Thanks for your help, > Olivier > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 mikef at ack.Berkeley.EDU Fri Sep 9 17:41:50 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Fri, 9 Sep 2005 14:41:50 -0700 (PDT) Subject: [rt-users] Configuring Apache2 with FastCGI for RT 3.4.2 Message-ID: <20050909143039.X38167@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I'm trying to configure an RT 3.4.2 virtual host (SSL) in Apache2 with FastCGI (RT 3.4.2), but I keep getting this message when I try to access the page with my browser: You don't have permission to access / on this server.' The Apache error log says this: client denied by server configuration: /usr/local/rt3/bin/mason_handler.fcgi And here's a portion of my httpd.conf (actually ssl.conf): ============================================================== SSLEngine on DocumentRoot /usr/local/www/data ServerName sns2.berkeley.edu:443 ServerAdmin mikef at ack.berkeley.edu ErrorLog /var/log/httpd-error.log TransferLog /var/log/httpd-access.log Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all # SSLEngine on DocumentRoot /usr/local/rt3/share/html ServerName sns2.berkeley.edu:444 ServerAdmin mikef at ack.berkeley.edu ErrorLog /var/log/httpd-error.log TransferLog /var/log/httpd-access.log AddDefaultCharset UTF-8 SetHandler fastcgi-script Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ AddHandler fastcgi-script fcgi ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all ============================================================== I have no trouble accessing the virtual host at 443 (which is a non-RT web site), so I figure it's the RT-related virtual host that's somehow misconfigured. Of course, there's more to my configuration than shown above (I didn't want to include the whole thing here) and the problem may lie elsewhere. But is there anything obviously wrong with my port 444 virtual host configuration above that I might be missing? Or should I be looking at something else in particular? Just trying to get some ideas. Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQyIBpK0bf1iNr4mCEQIRSgCgy+ERgFJJo3JwxvLshTja59k6fOcAoLBj 9tEdp+YiuONmoUcSjEQ2n/Sb =915Y -----END PGP SIGNATURE----- From alexmv at bestpractical.com Fri Sep 9 18:20:04 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 09 Sep 2005 18:20:04 -0400 Subject: [rt-users] CustomField -> QueueObj deprecated error when migrating 3.0.8 to 3.4.3 In-Reply-To: <4321F377.1000902@library.ucsc.edu> References: <4321F377.1000902@library.ucsc.edu> Message-ID: <1126304404.15929.28.camel@zoq-fot-pik.mit.edu> On Fri, 2005-09-09 at 13:41 -0700, mark matyas wrote: > [snip] > [Fri Sep 9 02:37:33 2005] [debug]: RT::CustomField -> QueueObj > deprecated (/opt/rt3/lib/RT/CustomField_Overlay.pm:753) It's not an error -- see the [debug] part? It's a warning that the underlying API has changed, not that anything is broken. You can safely ignore it. - Alex From ruslan.zakirov at gmail.com Fri Sep 9 18:30:00 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 10 Sep 2005 02:30:00 +0400 Subject: [rt-users] CustomField -> QueueObj deprecated error when migrating 3.0.8 to 3.4.3 In-Reply-To: <1126304404.15929.28.camel@zoq-fot-pik.mit.edu> References: <4321F377.1000902@library.ucsc.edu> <1126304404.15929.28.camel@zoq-fot-pik.mit.edu> Message-ID: <589c944005090915305b0b6943@mail.gmail.com> On 9/10/05, Alex Vandiver wrote: > On Fri, 2005-09-09 at 13:41 -0700, mark matyas wrote: > > [snip] > > > [Fri Sep 9 02:37:33 2005] [debug]: RT::CustomField -> QueueObj > > deprecated (/opt/rt3/lib/RT/CustomField_Overlay.pm:753) > > It's not an error -- see the [debug] part? It's a warning that the > underlying API has changed, not that anything is broken. You can safely > ignore it. You can't ignore it if RT::CustomField -> QueueObj is used in your code. In next versions this function will disappear. > - Alex > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 alexmv at bestpractical.com Fri Sep 9 18:36:04 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 09 Sep 2005 18:36:04 -0400 Subject: [rt-users] CustomField -> QueueObj deprecated error when migrating 3.0.8 to 3.4.3 In-Reply-To: <589c944005090915305b0b6943@mail.gmail.com> References: <4321F377.1000902@library.ucsc.edu> <1126304404.15929.28.camel@zoq-fot-pik.mit.edu> <589c944005090915305b0b6943@mail.gmail.com> Message-ID: <1126305364.15936.29.camel@zoq-fot-pik.mit.edu> On Sat, 2005-09-10 at 02:30 +0400, Ruslan Zakirov wrote: > You can't ignore it if RT::CustomField -> QueueObj is used in your > code. In next versions this function will disappear. Sure. If you want to know what's causing them, try the attached patch. - Alex -------------- next part -------------- A non-text attachment was scrubbed... Name: deprecated.patch Type: text/x-patch Size: 1618 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Fri Sep 9 18:41:11 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 10 Sep 2005 02:41:11 +0400 Subject: [rt-users] CustomField -> QueueObj deprecated error when migrating 3.0.8 to 3.4.3 In-Reply-To: <1126305364.15936.29.camel@zoq-fot-pik.mit.edu> References: <4321F377.1000902@library.ucsc.edu> <1126304404.15929.28.camel@zoq-fot-pik.mit.edu> <589c944005090915305b0b6943@mail.gmail.com> <1126305364.15936.29.camel@zoq-fot-pik.mit.edu> Message-ID: <589c9440050909154112c61d7f@mail.gmail.com> May be you will apply to mainline LogStackTraces patch I sent? :) On 9/10/05, Alex Vandiver wrote: > On Sat, 2005-09-10 at 02:30 +0400, Ruslan Zakirov wrote: > > You can't ignore it if RT::CustomField -> QueueObj is used in your > > code. In next versions this function will disappear. > > Sure. If you want to know what's causing them, try the attached patch. > - Alex > > > > > -- Best regards, Ruslan. From alexmv at bestpractical.com Fri Sep 9 18:41:25 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 09 Sep 2005 18:41:25 -0400 Subject: [rt-users] CustomField -> QueueObj deprecated error when migrating 3.0.8 to 3.4.3 In-Reply-To: <43220C62.5080109@library.ucsc.edu> References: <4321F377.1000902@library.ucsc.edu> <1126304404.15929.28.camel@zoq-fot-pik.mit.edu> <43220C62.5080109@library.ucsc.edu> Message-ID: <1126305685.15931.34.camel@zoq-fot-pik.mit.edu> On Fri, 2005-09-09 at 15:27 -0700, mark matyas wrote: > [snip] Please keep these discussions on the lists so others can benefit. > I would like to ignore it, but it actually makes RT unuseable for a > couple minutes ... Can't login, can't do anything. > > I also get this multiple times in the httpd error log when it happens: > > [Fri Sep 09 15:16:04 2005] [info] (32)Broken pipe: core_output_filter: > writing data to the network > > Is it something with the apache handler then? ..no, this is a bug in apache2, not RT -- googling show no obvious solution. I would suggest running under apache1.3, or trying fastcgi. - Alex From alexmv at bestpractical.com Fri Sep 9 19:01:38 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 09 Sep 2005 19:01:38 -0400 Subject: [rt-users] CustomField -> QueueObj deprecated error when migrating 3.0.8 to 3.4.3 In-Reply-To: <1126305685.15931.34.camel@zoq-fot-pik.mit.edu> References: <4321F377.1000902@library.ucsc.edu> <1126304404.15929.28.camel@zoq-fot-pik.mit.edu> <43220C62.5080109@library.ucsc.edu> <1126305685.15931.34.camel@zoq-fot-pik.mit.edu> Message-ID: <1126306898.15938.37.camel@zoq-fot-pik.mit.edu> On Fri, 2005-09-09 at 18:41 -0400, Alex Vandiver wrote: > ..no, this is a bug in apache2, not RT Does http://httpd.apache.org/docs/2.0/faq/error.html#error.sendfile fix the issue for you? - Alex From joby at u.washington.edu Fri Sep 9 20:22:04 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 09 Sep 2005 17:22:04 -0700 Subject: [rt-users] Seach/Build.html problems In-Reply-To: <431DA53A.6090401@uwaterloo.ca> References: <431DA53A.6090401@uwaterloo.ca> Message-ID: <4322272C.5070200@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 I see this too. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Jeff Voskamp wrote: > All the Columns that refer to other tickets (DependsOn, RefersTo, etc) > all seem to return the current ticket ID instead of the _other_ end of > the link. I get this behaviour under 3.4.4 and 3.5.3. > > Jeff Voskamp > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 iD8DBQFDIicrgA0gpghkf88RAra9AJ4tHN5sAcoxgStJ61K6KT6NmAMXVQCg2jsK qukXG4ySuDc0AjP73SQbVTU= =0yJj -----END PGP SIGNATURE----- From dan+rt-users-list at dan.tulsa.ok.us Sat Sep 10 00:15:36 2005 From: dan+rt-users-list at dan.tulsa.ok.us (Dan Fulbright) Date: Fri, 9 Sep 2005 23:15:36 -0500 Subject: [rt-users] Custom fields for users Message-ID: <06F7A58A-5160-4635-B4A9-FBCE01559D09@dan.tulsa.ok.us> How do user custom fields work? I have used transaction and ticket custom fields successfully, but I can't seem to figure out user custom fields. I created a custom field, and checked "Users" for "Applies to," but it doesn't seem to show up anywhere. I would assume it would be in the "Custom Fields" box for a user, but that box is empty. I don't believe it's a permissions issue, as I made myself a superuser to test this. I'm using RT 3.4.1. Thanks in advance. From a at aufbix.org Sat Sep 10 07:01:58 2005 From: a at aufbix.org (Andraz Sraka) Date: Sat, 10 Sep 2005 13:01:58 +0200 Subject: [rt-users] creating new ticket via mail Message-ID: <1126350118.9092.11.camel@localhost.localdomain> re When creating a new ticket via sending email to RT mail-gateway address, is there a way of owner delegation without using RT web-interface instead. Because by default the owner is 'nobody' and also nobody is informed about new ticket. Is there also a way, when creating a new ticket via email, that all the people, who can view (who are queue resolvers) that queue, will receive email about new ticket. Regards, Andraz -- @WTH: HUMPPA!!! -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 1903 bytes Desc: not available URL: From martin.benda at reengine.cz Sat Sep 10 12:34:56 2005 From: martin.benda at reengine.cz (Martin Benda) Date: Sat, 10 Sep 2005 18:34:56 +0200 Subject: [rt-users] Reply to ticket generating two duplicate e-mails Message-ID: <200509101834.56517.martin.benda@reengine.cz> Hi! When someone creates a ticket in a queue which is AdminCc of, all replies to his tickets generate two emails - one for him as a watcher and one for him as a requestor. Is there a way to eliminate these duplicate e-mails? Thanks! Bendis From ruslan.zakirov at gmail.com Sat Sep 10 13:16:42 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 10 Sep 2005 21:16:42 +0400 Subject: [rt-users] Reply to ticket generating two duplicate e-mails In-Reply-To: <200509101834.56517.martin.benda@reengine.cz> References: <200509101834.56517.martin.benda@reengine.cz> Message-ID: <589c9440050910101616d9cefb@mail.gmail.com> Yeah, combine two Scrips into one. SELECT * FROM ScripActions; find in results ScripActions that use Notify module use this records as example, you need create new record with Argument field you want. Search archives, I think it was discussed at least once last week. On 9/10/05, Martin Benda wrote: > Hi! > > When someone creates a ticket in a queue which is AdminCc of, all replies to > his tickets generate two emails - one for him as a watcher and one for him as > a requestor. > > Is there a way to eliminate these duplicate e-mails? > > Thanks! > > Bendis > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 trs at bestpractical.com Sat Sep 10 14:43:54 2005 From: trs at bestpractical.com (Thomas Sibley) Date: Sat, 10 Sep 2005 14:43:54 -0400 Subject: [rt-users] Public read-only acccess to tickets In-Reply-To: <20050909122454.GB19787@localhost.localdomain> References: <6647dab50508021634ae8d4d4@mail.gmail.com> <42F02A8C.6060903@bestpractical.com> <6647dab50509090212259392c6@mail.gmail.com> <20050909122454.GB19787@localhost.localdomain> Message-ID: <4323296A.7000703@bestpractical.com> Bruce, Andrew Foster wrote: >>We are using RT 3.4.1 as packaged for Debian stable (sarge). I am >>looking at the Configuration>Users page and I can't see how I set >>things so this guest user is not able to modify their own password, or >>create new requests. > [snip] > I think the ModifySelf permission is the one you're after for users > changing their own password & details. Looks like Andrew already answered for me. :) This is indeed the permission you want. Tom From joby at u.washington.edu Sat Sep 10 14:49:14 2005 From: joby at u.washington.edu (Joby Walker) Date: Sat, 10 Sep 2005 11:49:14 -0700 Subject: [rt-users] Custom fields for users In-Reply-To: <06F7A58A-5160-4635-B4A9-FBCE01559D09@dan.tulsa.ok.us> References: <06F7A58A-5160-4635-B4A9-FBCE01559D09@dan.tulsa.ok.us> Message-ID: <43232AAA.5080507@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 You need to go to Configuration > Global > Custom Fields > Users and then select the custom field. jbw Dan Fulbright wrote: > How do user custom fields work? I have used transaction and ticket > custom fields successfully, but I can't seem to figure out user custom > fields. I created a custom field, and checked "Users" for "Applies to," > but it doesn't seem to show up anywhere. I would assume it would be in > the "Custom Fields" box for a user, but that box is empty. > > I don't believe it's a permissions issue, as I made myself a superuser > to test this. I'm using RT 3.4.1. > > Thanks in advance. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > 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 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDIyqqgA0gpghkf88RAqlsAKDpNGtkC4VLeiQBRJD5GkQQDm/MmwCg5ByM 82S5u1NLboevtt2DDpD0anw= =FK/4 -----END PGP SIGNATURE----- From mark at library.ucsc.edu Sat Sep 10 15:51:28 2005 From: mark at library.ucsc.edu (mark matyas) Date: Sat, 10 Sep 2005 12:51:28 -0700 Subject: [rt-users] CustomField -> QueueObj deprecated errorwhen migrating 3.0.8 to 3.4.3] Message-ID: <43233940.4060705@library.ucsc.edu> I meant to send this to the mailing list: >>>>>>>>>>>>>>> Hi Alex, Ruslan, Thanks for responding. I tried Alex's apache suggestion underneath, and it didn't work. Basically the same thing occurs, but I wasn't getting any sort of entry in the apache log anymore. In either the apache or the rt log. I also tried the patch Alex sent to help trace what is calling this (Ruslan, is that the same patch you mentioned you sent me?-I didn't see any attachments in your emails). Basically, this is what I get in the rt log now: [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [warning]: Resolver RT::URI::fsck_com_rt could not parse fsck.com-rt://rt.library.ucsc.edu/ticket/64278 (/opt/rt3/lib/RT/URI.pm:145) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) [Sat Sep 10 00:12:26 2005] [debug]: We found a merged ticket.62048/64278 (/opt/rt3/lib/RT/Ticket_Overlay.pm:270) httpd error: [Fri Sep 09 17:08:21 2005] [notice] FastCGI: process manager initialized (pid 13211) [Fri Sep 09 17:08:21 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13212) [Fri Sep 09 17:08:21 2005] [notice] Apache/2.0.54 (Unix) mod_fastcgi/2.4.2 configured -- resuming normal operations [Fri Sep 09 17:08:21 2005] [info] Server built: Aug 23 2005 12:29:16 [Fri Sep 09 17:08:21 2005] [debug] prefork.c(956): AcceptMutex: sysvsem (default: sysvsem) [Fri Sep 09 17:08:22 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13218) [Fri Sep 09 17:08:23 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13219) [Fri Sep 09 17:08:24 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13221) [Fri Sep 09 17:08:25 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 13222) [Fri Sep 09 17:08:38 2005] [info] (32)Broken pipe: core_output_filter: writing data to the network [Fri Sep 09 17:08:38 2005] [info] (32)Broken pipe: core_output_filter: writing data to the network [Fri Sep 09 17:08:38 2005] [info] (32)Broken pipe: core_output_filter: writing data to the network [Fri Sep 09 17:08:38 2005] [info] (32)Broken pipe: core_output_filter: writing data to the network Some more info about the system: I'm running apache2 + fcgi, with HTML::Mason 1.28 (1.31 made RTFM not function) on RT 3.4.3 The db was on 3.0.8, but before that, a long time ago, the same db was on RT 2 (so i'm told). I had 'top' open while I navigated through RT to see what happens: Before I perform the operation that breaks my RT (clicking on 'Tickets', mainly), I can see a few mason_handler.fcgi at the top when I press tickets, and then they all dissapear ... here is my httpd.conf section: FastCgiIpcDir /tmp FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 5 NameVirtualHost *:80 ServerAdmin root # ServerName rt.library.ucsc.edu ServerName dhcp-163-143.ucsc.edu DocumentRoot /opt/rt3/share/html/ AddDefaultCharset UTF-8 # Adding the following for RT (the ticket tracker) AddHandler fastcgi-script fcgi Options FollowSymLinks ExecCGI AllowOverride None # Pass through requests to for noauth Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ AddDefaultCharset UTF-8 SetHandler fastcgi-script SetHandler default-handler could it be related to the number of httpd/fcgi process starting up? timeouts? thanks again, Mark Alex Vandiver wrote: > On Fri, 2005-09-09 at 18:41 -0400, Alex Vandiver wrote: > >> ..no, this is a bug in apache2, not RT > > > > Does http://httpd.apache.org/docs/2.0/faq/error.html#error.sendfile fix > the issue for you? > - Alex -------------- next part -------------- An embedded message was scrubbed... From: mark matyas Subject: Re: [rt-users] CustomField -> QueueObj deprecated error when migrating 3.0.8 to 3.4.3 Date: Fri, 09 Sep 2005 17:23:59 -0700 Size: 5586 URL: From Jerry at Cockatoos.com Sat Sep 10 14:10:02 2005 From: Jerry at Cockatoos.com (Jerry) Date: Sat, 10 Sep 2005 11:10:02 -0700 Subject: [rt-users] (no subject) Message-ID: <20050910181148.HRMT18147.priv-edtnes40.telusplanet.net@thailand> subscribe -------------- next part -------------- An HTML attachment was scrubbed... URL: From chris at cs.brandeis.edu Sat Sep 10 16:33:39 2005 From: chris at cs.brandeis.edu (Christopher Allison) Date: Sat, 10 Sep 2005 16:33:39 -0400 Subject: [rt-users] (no subject) In-Reply-To: <20050910181148.HRMT18147.priv-edtnes40.telusplanet.net@thailand> References: <20050910181148.HRMT18147.priv-edtnes40.telusplanet.net@thailand> Message-ID: <0d40690e915a83303ca0e7c5dab8dca2@cs.brandeis.edu> On Sep 10, 2005, at 2:10 PM, Jerry wrote: > subscribe To subscribe to rt-users, you should send an email with message consisting solely of the word: subscribe (which you did do) to: rt-users-request at lists.bestpractical.com not to: rt-users at lists.bestpractical.com Alternatively, you can subscribe at: http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Welcome! -Chris Allison -- Brandeis University CS Dept. Systems Operations Guru chris at cs.brandeis.edu http://www.cs.brandeis.edu/~guru/ From mikef at ack.Berkeley.EDU Sat Sep 10 18:11:39 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Sat, 10 Sep 2005 15:11:39 -0700 (PDT) Subject: [rt-users] Configuring Apache2 with FastCGI for RT 3.4.2 Message-ID: <20050910150642.R68261@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Never mind; I found my problem. It seems there was a 'Deny from all' statement elsewhere in my configuration that was setting too strict a default. Thus, even my 'Allow from all' in the RT directory was being overridden because I also have 'Order allow,deny' there. Once I commented out the 'Deny from all', it worked OK. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ - ---------- Forwarded message ---------- Date: Fri, 9 Sep 2005 14:41:50 -0700 (PDT) From: Mike Friedman To: rt-users at lists.bestpractical.com Subject: [rt-users] Configuring Apache2 with FastCGI for RT 3.4.2 I'm trying to configure an RT 3.4.2 virtual host (SSL) in Apache2 with FastCGI (RT 3.4.2), but I keep getting this message when I try to access the page with my browser: You don't have permission to access / on this server.' The Apache error log says this: client denied by server configuration: /usr/local/rt3/bin/mason_handler.fcgi -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQyNaIK0bf1iNr4mCEQJETACeMqGHJY7Suon7iEDj3BCv90fYL8QAn3lj o83UvGL0fwe4BT/KCfKvnbke =ouI8 -----END PGP SIGNATURE----- From a at aufbix.org Sun Sep 11 05:35:04 2005 From: a at aufbix.org (Andraz Sraka) Date: Sun, 11 Sep 2005 11:35:04 +0200 Subject: [rt-users] creating new ticket via mail In-Reply-To: References: Message-ID: <1126431304.14238.9.camel@localhost.localdomain> On Sun, 2005-09-11 at 09:46 +0300, Emilian Ursu wrote: > Add them as watchers for that queue. yes, but as far as I know, they all will receive all correspondence (comments and reply) further on, which is not what I want. Only the first mail (with yet unknown owner) should be delivered to all people who are using that queue. How can I delegate owner via that first email that creates new ticket in RT? regards, Andraz -- @WTH: HUMPPA!!! -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 1903 bytes Desc: not available URL: From ruslan.zakirov at gmail.com Sun Sep 11 08:10:31 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 11 Sep 2005 16:10:31 +0400 Subject: [rt-users] creating new ticket via mail In-Reply-To: <1126431304.14238.9.camel@localhost.localdomain> References: <1126431304.14238.9.camel@localhost.localdomain> Message-ID: <589c9440050911051065aba9c0@mail.gmail.com> http://search.cpan.org/dist/RT-Action-NotifyGroup? On 9/11/05, Andraz Sraka wrote: > On Sun, 2005-09-11 at 09:46 +0300, Emilian Ursu wrote: > > > Add them as watchers for that queue. > > yes, but as far as I know, they all will receive all correspondence > (comments and reply) further on, which is not what I want. Only the > first mail (with yet unknown owner) should be delivered to all people > who are using that queue. > > > How can I delegate owner via that first email that creates new ticket in > RT? > > regards, > Andraz > > -- > @WTH: HUMPPA!!! > > > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.2.5 (GNU/Linux) > > iD8DBQBDI/pEVIImx7Y1h/QRAnrRAJ9IP+w8blNkfSbWuX1Zmzo147G3nwCeJOSX > 8YNH1D8qH6ZOZuyvGI+p2Z8= > =0Ymu > -----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 joby at u.washington.edu Sun Sep 11 12:41:48 2005 From: joby at u.washington.edu (Joby Walker) Date: Sun, 11 Sep 2005 09:41:48 -0700 Subject: [rt-users] creating new ticket via mail In-Reply-To: <1126431304.14238.9.camel@localhost.localdomain> References: <1126431304.14238.9.camel@localhost.localdomain> Message-ID: <43245E4C.8090101@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 So have a script that removes the watchers when someone takes ownership of the ticket. jbw Andraz Sraka wrote: > On Sun, 2005-09-11 at 09:46 +0300, Emilian Ursu wrote: > > >>Add them as watchers for that queue. > > > yes, but as far as I know, they all will receive all correspondence > (comments and reply) further on, which is not what I want. Only the > first mail (with yet unknown owner) should be delivered to all people > who are using that queue. > > > How can I delegate owner via that first email that creates new ticket in > RT? > > regards, > Andraz > > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDJF5MgA0gpghkf88RAvDYAKCwZKg1+hlRhOrOfxY/gcLA+bwlxACfTfye 9lv8/xyn8jiO732bjY+JaV8= =rn3L -----END PGP SIGNATURE----- From a at aufbix.org Sun Sep 11 13:21:10 2005 From: a at aufbix.org (Andraz Sraka) Date: Sun, 11 Sep 2005 19:21:10 +0200 Subject: [rt-users] creating new ticket via mail In-Reply-To: <43245E4C.8090101@u.washington.edu> References: <1126431304.14238.9.camel@localhost.localdomain> <43245E4C.8090101@u.washington.edu> Message-ID: <1126459270.4255.1.camel@localhost> re On Sun, 2005-09-11 at 09:41 -0700, Joby Walker wrote: > So have a script that removes the watchers when someone takes > ownership of the ticket. how can this be done?? Is there a simple way of creating scripts? regards, Andraz -- BOFH excuse #240: Too many little pins on CPU confusing it, bend back and forth until 10-20% are neatly removed. Do _not_ leave metal bits visible! -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 1903 bytes Desc: not available URL: From anner at blast.com Sun Sep 11 23:38:57 2005 From: anner at blast.com (Anne Ramey) Date: Sun, 11 Sep 2005 23:38:57 -0400 Subject: [rt-users] creating new ticket via mail In-Reply-To: <1126350118.9092.11.camel@localhost.localdomain> References: <1126350118.9092.11.camel@localhost.localdomain> Message-ID: <4324F851.2050503@blast.com> Andraz Sraka wrote: > re > > When creating a new ticket via sending email to RT mail-gateway address, > is there a way of owner delegation without using RT web-interface > instead. Because by default the owner is 'nobody' and also nobody is > informed about new ticket. Is there also a way, when creating a new > ticket via email, that all the people, who can view (who are queue > resolvers) that queue, will receive email about new ticket. > > Regards, > Andraz Both of these things are easily accomplished with scrips. The first will be a scrip that sets the ticket owner on create. I'm pretty sure the explicit instructions are in this list archive. The second is a scrip that notifies the watchers/admin cc or whatever list you would like on create. I have notify admin cc, set my admin cc list appropriately, and have this as a global scrip--works great. Anne From torsten.brumm at kuehne-nagel.com Mon Sep 12 02:39:04 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Mon, 12 Sep 2005 08:39:04 +0200 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <20050909200420.GK4670@chaka.net> Message-ID: Fuck! This can be a big Show Stopper for my Migration. Hoepfully the Bestpractical Guys knows to fix this.... Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... -----Urspr?ngliche Nachricht----- Von: todd at chaka.net [mailto:todd at chaka.net] Gesendet: Freitag, 9. September 2005 22:04 An: HAM-MI-IC Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. On Thu, Sep 08, 2005 at 09:02:35AM -0400, Todd Chapman wrote: > On Thu, Sep 08, 2005 at 07:27:55AM +0200, HAM-MI-IC Torsten Brumm wrote: > > Hi RT Users, > > > > since some days i play around with the actual RT 3.4.3, but from > > time to time i get the following error if i got to "Tickets" The Query Builder. > > > > Its running under Fedora Core 3 Perl 5.8.5 and installed modules... > > > > Any Ideas or sugestions??? It is strange, this error occurs not on > > every call, only from time to time. > > > > I was having the same problem with 3.4.3. I upgraded to 3.4.4 > yesterday and haven't had the problem (yet). > > -Todd I am also experiencing this bug in 3.4.4. -Todd From alexmv at bestpractical.com Mon Sep 12 03:00:12 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Mon, 12 Sep 2005 03:00:12 -0400 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: References: Message-ID: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> On Mon, 2005-09-12 at 08:39 +0200, HAM-MI-IC Torsten Brumm wrote: > Fuck! This can be a big Show Stopper for my Migration. Hoepfully the > Bestpractical Guys knows to fix this.... What version of Tree::Simple are you running? Does it occur when running under standalone_httpd? - Alex From torsten.brumm at kuehne-nagel.com Mon Sep 12 03:15:59 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Mon, 12 Sep 2005 09:15:59 +0200 Subject: AW: AW: [rt-users] RT 3.4.3 / Can't locate object method"GetDisplayedNodes" via package "Tree::Simple" at/opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> Message-ID: Hi Alex, i use: Tree::Simple v1.15 Other Modules: Perl v5.8.5 under linux Apache::Session v1.6; Apache::Session::Generate::MD5 v2.1; Apache::Session::Lock::MySQL v1.00; Apache::Session::MySQL v1.01; Apache::Session::Serialize::Storable v1.00; Apache::Session::Store::DBI v1.02; Apache::Session::Store::MySQL v1.04; AutoLoader v5.60; base v2.06; Benchmark v1.06; bytes v1.01; Cache::Simple::TimedExpiry v0.23; Carp v1.03; CGI v3.05; CGI::Cookie v1.24; CGI::Fast v1.05; CGI::Util v1.5; Class::Container v0.12; Class::Data::Inheritable v0.02; Class::ReturnValue v0.53; constant v1.04; Cwd v2.19; Data::Dumper v2.121; Date::Format v2.22; Date::Parse v2.27; DBD::mysql v2.9003; DBI v1.40; DBIx::SearchBuilder v1.27; DBIx::SearchBuilder::Unique v0.01; Devel::StackTrace v1.11; Devel::StackTraceFrame v0.6; Digest::base v1.00; Digest::MD5 v2.33; DynaLoader v1.05; Encode v2.01; Encode::Alias v2.00; Encode::Config v2.00; Encode::Encoding v2.00; Encode::Guess v2.00; Encode::Unicode v2.00; Errno v1.09; Exception::Class v1.21; Exception::Class::Base v1.2; Exporter v5.58; Exporter::Heavy v5.58; FCGI v0.67; Fcntl v1.05; fields v2.03; File::Basename v2.73; File::Glob v1.03; File::Path v1.06; File::Spec v0.87; File::Spec::Unix v1.5; File::Temp v0.14; FileHandle v2.01; HTML::Entities v1.27; HTML::Mason v1.28; HTML::Mason::CGIHandler v1.00; HTML::Mason::Exception v1.1; HTML::Mason::Exception::Abort v1.1; HTML::Mason::Exception::Compilation v1.1; HTML::Mason::Exception::Compilation::IncompatibleCompiler v1.1; HTML::Mason::Exception::Compiler v1.1; HTML::Mason::Exception::Decline v1.1; HTML::Mason::Exception::Params v1.1; HTML::Mason::Exception::Syntax v1.1; HTML::Mason::Exception::System v1.1; HTML::Mason::Exception::TopLevelNotFound v1.1; HTML::Mason::Exception::VirtualMethod v1.1; HTML::Mason::Exceptions v1.43; HTML::Parser v3.35; HTML::Scrubber v0.08; I18N::LangTags v0.33; I18N::LangTags::List v0.29; integer v1.00; IO v1.21; IO::File v1.10; IO::Handle v1.24; IO::InnerFile v2.110; IO::Lines v2.110; IO::Scalar v2.110; IO::ScalarArray v2.110; IO::Seekable v1.09; IO::Wrap v2.110; IO::WrapTie v2.110; IPC::Open2 v1.01; IPC::Open3 v1.0106; lib v0.5565; List::Util v1.14; locale v1.00; Locale::Maketext v1.09; Locale::Maketext::Fuzzy v0.02; Locale::Maketext::Lexicon v0.49; Locale::Maketext::Lexicon::Gettext v0.14; Log::Dispatch v2.10; Log::Dispatch::Base v1.09; Log::Dispatch::Output v1.26; Log::Dispatch::Screen v1.17; Log::Dispatch::Syslog v1.18; Mail::Address v1.67; Mail::Field v1.67; Mail::Field::AddrList v1.67; Mail::Field::Date v1.67; Mail::Header v1.67; Mail::Internet v1.67; MIME::Base64 v3.01; MIME::Body v5.417; MIME::Decoder v5.417; MIME::Decoder::NBit v5.417; MIME::Entity v5.417; MIME::Field::ContDisp v5.417; MIME::Field::ConTraEnc v5.417; MIME::Field::ContType v5.417; MIME::Field::ParamVal v5.417; MIME::Head v5.417; MIME::Parser v5.417; MIME::QuotedPrint v3.01; MIME::Tools v5.417; MIME::Words v5.417; Module::Versions::Report v1.02; overload v1.01; Params::Validate v0.77; 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; RTx::AssetTracker v1.2.1; Scalar::Util v1.14; SelectSaver v1.00; Socket v1.77; Storable v2.13; strict v1.03; Symbol v1.05; Sys::Hostname v1.11; Sys::Syslog v0.05; Text::Autoformat v1.13; Text::Quoted v1.8; Text::Reform v1.11; Text::Tabs v98.112801; Text::Template v1.44; Text::WikiFormat v0.76; Text::Wrapper v1.000; Time::HiRes v1.55; Time::JulianDay v2003.1125; Time::Local v1.1; Time::ParseDate v2003.1126; Time::Timezone v2003.0211; Time::Zone v2.22; Tree::Simple v1.15; URI v1.30; URI::Escape v3.22; URI::URL v5.03; URI::WithBase v2.19; utf8 v1.04; vars v1.01; warnings v1.03; warnings::register v1.00; XSLoader v0.02; Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... -----Urspr?ngliche Nachricht----- Von: chmrr at zoq-fot-pik.mit.edu [mailto:chmrr at zoq-fot-pik.mit.edu] Im Auftrag von Alex Vandiver Gesendet: Montag, 12. September 2005 09:00 An: HAM-MI-IC Torsten Brumm Cc: todd at chaka.net; rt-users at lists.bestpractical.com Betreff: Re: AW: [rt-users] RT 3.4.3 / Can't locate object method"GetDisplayedNodes" via package "Tree::Simple" at/opt/rt3/share/html/Search/Build.html line 270. On Mon, 2005-09-12 at 08:39 +0200, HAM-MI-IC Torsten Brumm wrote: > Fuck! This can be a big Show Stopper for my Migration. Hoepfully the > Bestpractical Guys knows to fix this.... What version of Tree::Simple are you running? Does it occur when running under standalone_httpd? - Alex From a at aufbix.org Mon Sep 12 03:36:41 2005 From: a at aufbix.org (Andraz Sraka) Date: Mon, 12 Sep 2005 09:36:41 +0200 Subject: [rt-users] creating new ticket via mail In-Reply-To: <4324F851.2050503@blast.com> References: <1126350118.9092.11.camel@localhost.localdomain> <4324F851.2050503@blast.com> Message-ID: <1126510601.5433.33.camel@localhost> re On Sun, 2005-09-11 at 23:38 -0400, Anne Ramey wrote: > Both of these things are easily accomplished with scrips. The first > will be a scrip that sets the ticket owner on create. I'm pretty sure > the explicit instructions are in this list archive. The second is a > scrip that notifies the watchers/admin cc or whatever list you would > like on create. I have notify admin cc, set my admin cc list > appropriately, and have this as a global scrip--works great. Maybe I'm doing it all wrong, so I need some assistance. I've created a new queue. And two groups of people. One group (workers) includes members, who see the queue and must do all the work according to tickets. The other group (admins) are queue administrators/moderators, who can everything the first group people can + some more stuff (as deleting tickets etc ..) In configuration for this new queue under 'Watchers CC' I've included first group (workers) of people (all that need to receive information about new tickets via mail). Under global configuration scripts I've created a new script that will send Transaction template to all the Watchers CC. Condition: On Create Action: Notify CCs Template: Global template: Transaction Stage: TransactionCreate .. so far so good. Now I'd like action, when owner is known all the queue defined CC Watchers must be ignored. So the mail isn't send to them. But all watchers defined in ticket must still be notified. And somebody give me some hints how to write script .. I've started with if ($self->TicketObj->OwnerObj->Id != $RT::Nobody->Id) { // TODO // remove queue watchers from the ticket. Ignore them?? } and now I got stucked. Also if there is a better way to solve this problem, please let me know. Regards, Andraz -- BOFH excuse #154: You can tune a file system, but you can't tune a fish (from most tunefs man pages) -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/x-pkcs7-signature Size: 1903 bytes Desc: not available URL: From nixon at nsc.liu.se Mon Sep 12 09:00:19 2005 From: nixon at nsc.liu.se (Leif Nixon) Date: Mon, 12 Sep 2005 15:00:19 +0200 Subject: [rt-users] RT Essentials review? In-Reply-To: <25AC2CBEEFA22F49BC36DED1250EB6A809724EB9@cxmailx.ad.cxtec.com> (Matt Hanley's message of "Thu, 8 Sep 2005 14:42:56 -0400") References: <25AC2CBEEFA22F49BC36DED1250EB6A809724EB9@cxmailx.ad.cxtec.com> Message-ID: "Matt Hanley" writes: > I am considering purchasing the RT Essentials book. Since there's no > table of contents on-line, and the example chapter is on installing RT, > it's tough to get a feel for how in-depth the book is. > > Can anyone share any insights? I got my copy this morning and I'm currently browsing through it. It seems very promising, with thorough chapters on writing scrips and the architecture of RT. On the downside, the book could use some proofreading and editing. There are quite a few cut'n'paste errors, and the writing is not always crystal clear. For example, the second and third paragraphs of the section "Associating Related Tickets" on page 42 are rather confusing: [About Depends On/Depended On By] You can create this relationship from the other direction as well: on the Links form for the original ticket you can enter the new ticket's number in the Depends On field. Once this relationship is established, the parent ticket cannot be resolved until the child ticket is resolved. A ticket can have multiple parents and multiple children, which can be used to create arbitrarily complex and interdependent workflows. The Depends On/Depended On By relationships are similar to the parent and child relationships. The practical difference is that RT doesn't enforce the relationships. With parent/child relationships, the parent ticket cannot be resolved until all the child tickets are resolved, but with Depends On/Depended On By relationships, either ticket can be resolved without the other. OK, I'm rather sleepy today, but I'm having trouble following this... -- Leif Nixon - Systems expert ------------------------------------------------------------ National Supercomputer Centre - Linkoping University ------------------------------------------------------------ From todd at chaka.net Mon Sep 12 09:33:59 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 12 Sep 2005 09:33:59 -0400 Subject: [rt-users] RT Essentials review? In-Reply-To: References: <25AC2CBEEFA22F49BC36DED1250EB6A809724EB9@cxmailx.ad.cxtec.com> Message-ID: <20050912133359.GL4670@chaka.net> On Mon, Sep 12, 2005 at 03:00:19PM +0200, Leif Nixon wrote: > "Matt Hanley" writes: > > > I am considering purchasing the RT Essentials book. Since there's no > > table of contents on-line, and the example chapter is on installing RT, > > it's tough to get a feel for how in-depth the book is. > > > > Can anyone share any insights? > > I got my copy this morning and I'm currently browsing through it. > > It seems very promising, with thorough chapters on writing scrips and > the architecture of RT. > > On the downside, the book could use some proofreading and editing. > There are quite a few cut'n'paste errors, and the writing is not > always crystal clear. For example, the second and third paragraphs of > the section "Associating Related Tickets" on page 42 are rather > confusing: > > [About Depends On/Depended On By] You can create this relationship > from the other direction as well: on the Links form for the original > ticket you can enter the new ticket's number in the Depends On > field. Once this relationship is established, the parent ticket > cannot be resolved until the child ticket is resolved. A ticket can > have multiple parents and multiple children, which can be used to > create arbitrarily complex and interdependent workflows. > > The Depends On/Depended On By relationships are similar to the > parent and child relationships. The practical difference is that RT > doesn't enforce the relationships. With parent/child relationships, > the parent ticket cannot be resolved until all the child tickets are > resolved, but with Depends On/Depended On By relationships, either > ticket can be resolved without the other. > Actually, it sounds like the logic is backwards in that last paragraph. I am pretty sure it is the Depends On/Depended On By relationships that RT enforces resolution on. -Todd From RBrusletto at IBSNCentral.com Mon Sep 12 10:03:36 2005 From: RBrusletto at IBSNCentral.com (Rolf Brusletto) Date: Mon, 12 Sep 2005 08:03:36 -0600 Subject: [rt-users] Errors in apache error_log using RT3.4/Mod_perl2/apache2/fc3 Message-ID: Hey all - I've been troubleshooting this one for a couple days now, and I'm not sure where this error is stemming from... ---------------------logsnip------------------------ [Mon Sep 12 13:34:34 2005] [crit]: The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the allowed types: scalar object Stack: [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] [/opt/rt3/bin/webmux.pl:123] [-e:0] (/opt/rt3/bin/webmux.pl:125) [Mon Sep 12 13:34:35 2005] [crit]: The 'comp' parameter (undef) to HTML::Mason::Request::CGI->new() was an 'undef', which is not one of the allowed types: scalar object Stack: [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:127] [/usr/lib/perl5/site_perl/5.8.5/HTML/Mason/CGIHandler.pm:63] [/opt/rt3/bin/webmux.pl:123] [-e:0] (/opt/rt3/bin/webmux.pl:125) -----------------------done------------------------- comp parameter in CGIHandler.pm is trying to be given the value $ENV{PATH_INFO}... Has anybody seen this error before? Thanks, Rolf -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Sep 12 10:18:58 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 Sep 2005 10:18:58 -0400 Subject: [rt-users] Errors in apache error_log using RT3.4/Mod_perl2/apache2/fc3 In-Reply-To: References: Message-ID: <20050912141858.GN16876@bestpractical.com> On Mon, Sep 12, 2005 at 08:03:36AM -0600, Rolf Brusletto wrote: > Hey all - I've been troubleshooting this one for a couple days now, and I'm > not sure where this error is stemming from... Can you please tell us the _exact_ versions of RT, apache, mod_perl, and HTML::Mason? From rbrusletto at ibsncentral.com Mon Sep 12 10:29:15 2005 From: rbrusletto at ibsncentral.com (Rolf Brusletto) Date: Mon, 12 Sep 2005 08:29:15 -0600 Subject: [rt-users] Errors in apache error_log using RT3.4/Mod_perl2/apache2/fc3 In-Reply-To: <20050912141858.GN16876@bestpractical.com> Message-ID: On 9/12/05 8:18 AM, "Jesse Vincent" wrote: > > > > On Mon, Sep 12, 2005 at 08:03:36AM -0600, Rolf Brusletto wrote: >> Hey all - I've been troubleshooting this one for a couple days now, and I'm >> not sure where this error is stemming from... > > Can you please tell us the _exact_ versions of RT, apache, mod_perl, and > HTML::Mason? > > RT rt-3.4.4 from source mod_perl-2.0.1 from source httpd -v Server version: Apache/2.0.53 FC3-rpm Mason - Installled from cpan Thx, Rolf From jesse at bestpractical.com Mon Sep 12 10:32:37 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 Sep 2005 10:32:37 -0400 Subject: [rt-users] Errors in apache error_log using RT3.4/Mod_perl2/apache2/fc3 In-Reply-To: References: <20050912141858.GN16876@bestpractical.com> Message-ID: <20050912143237.GP16876@bestpractical.com> On Mon, Sep 12, 2005 at 08:29:15AM -0600, Rolf Brusletto wrote: > > On Mon, Sep 12, 2005 at 08:03:36AM -0600, Rolf Brusletto wrote: > >> Hey all - I've been troubleshooting this one for a couple days now, and I'm > >> not sure where this error is stemming from... > > > > Can you please tell us the _exact_ versions of RT, apache, mod_perl, and > > HTML::Mason? > > > > > > RT rt-3.4.4 from source > mod_perl-2.0.1 from source > httpd -v Server version: Apache/2.0.53 FC3-rpm > Mason - Installled from cpan Sorry, that's not a version number. Best, Jesse From roberto.orsini at gmail.com Mon Sep 12 10:56:29 2005 From: roberto.orsini at gmail.com (Roberto Orsini) Date: Mon, 12 Sep 2005 16:56:29 +0200 Subject: [rt-users] Interfacing with RT...how to? Message-ID: <200509121656.29174.roberto.orsini@gmail.com> Hi, I've just installed RT to check if it can be used for an online shop project I'm working on, to track the customers' requests. I read on the features section of the web site that there is an API to access RT's functions from the "outside" and that both its email gateway and its web interface use it. I *think* I understood that this interface is REST, but I can't find any documentation about it. Unfortunately I can't program in Perl, so I can't quite understand the source. The questions are: am I right? Is REST really a supported way to interact with RT? If so, where can I find the REST API documentation? If I'm wrong, what would be the best way to insert and retrieve informations in and out of RT from another web application not written in Perl? Thanks. From todd at chaka.net Mon Sep 12 10:51:14 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 12 Sep 2005 10:51:14 -0400 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> References: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> Message-ID: <20050912145114.GM4670@chaka.net> On Mon, Sep 12, 2005 at 03:00:12AM -0400, Alex Vandiver wrote: > On Mon, 2005-09-12 at 08:39 +0200, HAM-MI-IC Torsten Brumm wrote: > > Fuck! This can be a big Show Stopper for my Migration. Hoepfully the > > Bestpractical Guys knows to fix this.... > > What version of Tree::Simple are you running? Does it occur when > running under standalone_httpd? > - Alex Tree:Simple 1.05 From sebastian at switchingnetworks.com.ar Mon Sep 12 13:12:20 2005 From: sebastian at switchingnetworks.com.ar (sebastian at switchingnetworks.com.ar) Date: Mon, 12 Sep 2005 14:12:20 -0300 Subject: [rt-users] Replying Comments via email Message-ID: <20050912171224.978AA4D807D@diesel.bestpractical.com> Hey, Just a simple question about managing Comments at the RT. When Commenting some tickets, im adding in the Cc: field at the comment page email addresses of some folks. They receive via email clients the comment, Including [Comment] at the subject line. When they reply the email, me (the owner) receive the email, but also the requestor do. Is there any way that when replying comments via email they don?t get to the requestor? Thanks and sorry for my inexperience, just another new user!!! Im running RT 3.4.4 Cheers Seb.- -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.344 / Virus Database: 267.10.22/98 - Release Date: 12/09/2005 From Tim.Mahoney at magicorp.com Mon Sep 12 14:39:48 2005 From: Tim.Mahoney at magicorp.com (Mahoney, Tim) Date: Mon, 12 Sep 2005 13:39:48 -0500 Subject: [rt-users] Upgrading RT in Windows to 3.4.X Message-ID: I've got a stable RT (3.0.12) instance running on Windows Server 2K3. I'd like to upgrade it to 3.4, but am wary of the Test version. How would I perform the upgrade? Has anyone tried running doing this under Cygwin? I'm currently replicating a backup of my database to a development box to test upgrades. Thanks, Timothy Mahoney M.A.G.I.C. Helpdesk -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Mon Sep 12 14:55:09 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 Sep 2005 14:55:09 -0400 Subject: [rt-users] [Rt-announce] RT 3.4.4 now available...with support for mod_perl2 In-Reply-To: <43121738.4050106@bestpractical.com> References: <43121738.4050106@bestpractical.com> Message-ID: <20050912185507.GK16876@bestpractical.com> [This got trapped in a spam filter. Oh the irony.] On Sun, Aug 28, 2005 at 03:57:44PM -0400, Jesse Vincent wrote: > It gives me great pleasure to announce the latest stable release of > RT, version 3.4.4. This release features a couple of bugfixes for errors > in RT 3.4.3, a few internationalization updates, support for Mason 1.31 > and newer as well as support for mod_perl2 on Apache 2. > > This new version of RT does slightly obsolete a caveat in our new book, > /RT Essentials/ from O'Reilly Media. In the book, we caution you against > running RT on mod_perl2. You may now safely ignore this warning. But to > do so, first you have to pick up a copy of the book. Find out more about > /RT Essentials/ at http://rtbook.bestpractical.com > > You can download this new release from: > > http://download.bestpractical.com/pub/rt/release/rt-3.4.4.tar.gz > MD5SUM: 769d77eea39006be643cbd2db4820ba3 rt-3.4.4.tar.gz > > > Best, > Jesse Vincent > _______________________________________________ > RT-Announce mailing list > RT-Announce at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Sep 12 15:01:06 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 12 Sep 2005 15:01:06 -0400 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> References: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> Message-ID: <20050912190106.GO4670@chaka.net> On Mon, Sep 12, 2005 at 03:00:12AM -0400, Alex Vandiver wrote: > On Mon, 2005-09-12 at 08:39 +0200, HAM-MI-IC Torsten Brumm wrote: > > Fuck! This can be a big Show Stopper for my Migration. Hoepfully the > > Bestpractical Guys knows to fix this.... > > What version of Tree::Simple are you running? Does it occur when > running under standalone_httpd? > - Alex Alex, In sub ParseQquery or Build.html, why is $$tree declared instead of $tree? $$tree = RT::Interface::Web::QueryBuilder::Tree->new; When dereferencing a reference to an object are these equivalent? $tree->GetDisplayedNodes and ${$tree}->GetDisplayedNodes Or am I on the wrong track here? -Todd From todd at chaka.net Mon Sep 12 15:10:38 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 12 Sep 2005 15:10:38 -0400 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <20050912190106.GO4670@chaka.net> References: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> <20050912190106.GO4670@chaka.net> Message-ID: <20050912191038.GP4670@chaka.net> On Mon, Sep 12, 2005 at 03:01:06PM -0400, Todd Chapman wrote: > > Alex, > > In sub ParseQquery or Build.html, why is $$tree declared instead > of $tree? > > $$tree = RT::Interface::Web::QueryBuilder::Tree->new; > > When dereferencing a reference to an object are these equivalent? > > $tree->GetDisplayedNodes > > and > > ${$tree}->GetDisplayedNodes > > Or am I on the wrong track here? > > -Todd Nevermind. Dumb question. From glasser at bestpractical.com Mon Sep 12 15:53:41 2005 From: glasser at bestpractical.com (David Glasser) Date: Mon, 12 Sep 2005 15:53:41 -0400 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <20050912191038.GP4670@chaka.net> References: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> <20050912190106.GO4670@chaka.net> <20050912191038.GP4670@chaka.net> Message-ID: Are you sure that neither of you has any local modifications? The error indicates that $tree contains an object of class Tree::Simple, which in fact does not have a GetDisplayedNodes method. $tree, however, should be of class RT::Interface::Web::QueryBuilder::Tree, a subclass of Tree::Simple. Can you grep your installed copy of RT for Tree::Simple? When I do that, all I get is documentation and a single 'use base'. What do you get? --dave Code Monkey, Best Practical Solutions On Sep 12, 2005, at 3:10 PM, Todd Chapman wrote: > On Mon, Sep 12, 2005 at 03:01:06PM -0400, Todd Chapman wrote: > >> >> Alex, >> >> In sub ParseQquery or Build.html, why is $$tree declared instead >> of $tree? >> >> $$tree = RT::Interface::Web::QueryBuilder::Tree->new; >> >> When dereferencing a reference to an object are these equivalent? >> >> $tree->GetDisplayedNodes >> >> and >> >> ${$tree}->GetDisplayedNodes >> >> Or am I on the wrong track here? >> >> -Todd >> > > Nevermind. Dumb question. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- David Glasser | glasser at bestpractical.com From todd at chaka.net Mon Sep 12 15:39:34 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 12 Sep 2005 15:39:34 -0400 Subject: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: References: <20050909200420.GK4670@chaka.net> Message-ID: <20050912193934.GR4670@chaka.net> Are you running asset tracker? I am. -Todd From todd at chaka.net Mon Sep 12 15:42:06 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 12 Sep 2005 15:42:06 -0400 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: References: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> <20050912190106.GO4670@chaka.net> <20050912191038.GP4670@chaka.net> Message-ID: <20050912194206.GS4670@chaka.net> On Mon, Sep 12, 2005 at 03:53:41PM -0400, David Glasser wrote: > Are you sure that neither of you has any local modifications? > > The error indicates that $tree contains an object of class > Tree::Simple, which in fact does not have a GetDisplayedNodes > method. $tree, however, should be of class > RT::Interface::Web::QueryBuilder::Tree, a subclass of Tree::Simple. > > Can you grep your installed copy of RT for Tree::Simple? When I do > that, all I get is documentation and a single 'use base'. What do > you get? > > --dave > Code Monkey, Best Practical Solutions > Well, I am running Asset Tracker. Its search builder is based on the RT code, before the major refactoring. Perhaps there is a global variable that AT is stepping on? -Todd From glasser at bestpractical.com Mon Sep 12 17:44:32 2005 From: glasser at bestpractical.com (David Glasser) Date: Mon, 12 Sep 2005 17:44:32 -0400 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <20050912194206.GS4670@chaka.net> References: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> <20050912190106.GO4670@chaka.net> <20050912191038.GP4670@chaka.net> <20050912194206.GS4670@chaka.net> Message-ID: On Sep 12, 2005, at 3:42 PM, Todd Chapman wrote: > Well, I am running Asset Tracker. Its search builder is based > on the RT code, before the major refactoring. Perhaps there is > a global variable that AT is stepping on? Having taken a glance at the AT source, I think I understand the problem. This bug does not exist in vanilla RT -- I don't believe you can make this happen without adding your own code. However, RT's html/Search/ Build.html is written in such a way that it makes such a bug easy to accidentally make. Specifically, I believe that whenever you do "sub foo {" in a Mason <% INIT> or <%PERL> block, the sub is actually defined in the package HTML::Mason::Commands. Specifically, this means that if two components define subs with the same name, they will clash. I believe what we were seeing here was a clash between ParseQuery in RT's html/Search/Build.html and AT's AssetTracker/Search/Build.html --- these are two separate pages, but they both define ParseQuery, and so in some cases RT's page ended up calling AT's function. It seems that defining subs in components should be avoided. (Of course it's usually better to put subs in lib/ anyway.) I will check in a fix that changes the subs in html/Search/Build.html to be closures assigned to a lexical variables; essentially, I am changing "sub ParseQuery {" to "my $ParseQuery = sub {". (It looks like Elements/RT__Ticket/ColumnMap and (in 3.5) Elements/ MyRT could use a similar fix.) --dave Code Monkey, Best Practical Solutions -- David Glasser | glasser at bestpractical.com From weqaar at yahoo.com Mon Sep 12 18:25:56 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Mon, 12 Sep 2005 15:25:56 -0700 (PDT) Subject: [rt-users] Some customizations on creating tickets Message-ID: <20050912222556.98523.qmail@web54415.mail.yahoo.com> Hello Everybody - When a user creates a ticket through the web interface I don't want him/her to see: Requestors, cc, AdminCc, Subject, Owner textBoxes at all. Instead I want the values hardcoded according to: Requestors: the userID the user is logged on as cc: all users in the group except the user him/herself AdminCc: I used the scrip in contributions and it works, text field only needs to be hidden Subject: should be the same as the name of Queue it ic created under Owner: user creating the ticket should be the owner by default I'd appreciate any help! Thanks, Weqaar Janjua __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From seph at directionless.org Mon Sep 12 19:11:46 2005 From: seph at directionless.org (seph) Date: Mon, 12 Sep 2005 19:11:46 -0400 Subject: [rt-users] Re: Replying Comments via email In-Reply-To: <20050912171224.978AA4D807D@diesel.bestpractical.com> (sebastian@switchingnetworks.com.ar's message of "Mon, 12 Sep 2005 14:12:20 -0300") References: <20050912171224.978AA4D807D@diesel.bestpractical.com> Message-ID: > Is there any way that when replying comments via email they don?t > get to the requestor? Set your scrips appropriately. seph From pmcgraw at aamc.org Mon Sep 12 19:27:50 2005 From: pmcgraw at aamc.org (Paula McGraw) Date: Mon, 12 Sep 2005 19:27:50 -0400 Subject: [rt-users] Re: Replying Comments via email Message-ID: From todd at chaka.net Mon Sep 12 20:02:02 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 12 Sep 2005 20:02:02 -0400 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: References: <1126508412.29757.7.camel@zoq-fot-pik.mit.edu> <20050912190106.GO4670@chaka.net> <20050912191038.GP4670@chaka.net> <20050912194206.GS4670@chaka.net> Message-ID: <20050913000202.GW4670@chaka.net> On Mon, Sep 12, 2005 at 05:44:32PM -0400, David Glasser wrote: > On Sep 12, 2005, at 3:42 PM, Todd Chapman wrote: > > >Well, I am running Asset Tracker. Its search builder is based > >on the RT code, before the major refactoring. Perhaps there is > >a global variable that AT is stepping on? > > Having taken a glance at the AT source, I think I understand the > problem. > > This bug does not exist in vanilla RT -- I don't believe you can make > this happen without adding your own code. However, RT's html/Search/ > Build.html is written in such a way that it makes such a bug easy to > accidentally make. > > Specifically, I believe that whenever you do "sub foo {" in a Mason <% > INIT> or <%PERL> block, the sub is actually defined in the package > HTML::Mason::Commands. Specifically, this means that if two > components define subs with the same name, they will clash. > > I believe what we were seeing here was a clash between ParseQuery in > RT's html/Search/Build.html and AT's AssetTracker/Search/Build.html > --- these are two separate pages, but they both define ParseQuery, > and so in some cases RT's page ended up calling AT's function. > > It seems that defining subs in components should be avoided. (Of > course it's usually better to put subs in lib/ anyway.) I will check > in a fix that changes the subs in html/Search/Build.html to be > closures assigned to a lexical variables; essentially, I am changing > "sub ParseQuery {" to "my $ParseQuery = sub {". > > (It looks like Elements/RT__Ticket/ColumnMap and (in 3.5) Elements/ > MyRT could use a similar fix.) > > --dave > Code Monkey, Best Practical Solutions > -- > David Glasser | glasser at bestpractical.com > Though with your fix it won't be necessary, I'll do similar in AT and release a new version ASAP. -Todd From carl at xena.IPAustralia.gov.au Tue Sep 13 01:44:49 2005 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Tue, 13 Sep 2005 15:44:49 +1000 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang Message-ID: <43266751.7060508@xena.ipaustralia.gov.au> Afternoon All, For quite a while we have been having a problem where is you uncheck the "Let this user be granted rights" option the thread goes into a CPU spin and never returns. It happens in all 3.4 (including 3.4.4) and from memory 3.2 as well. This is an install that started life at 3.0 and has been upgraded reasonably frequently. If I export the database over to a new machine it happens there as well. I just spent most of today upgrading dependancies and working on the database trying to make the schema as close to the distribution one as possible but aside from the Instance column in the Groups table being varchar instead of Integer everything else is either right, or just a few extra fields in the table. I'm stumped. We have a little under 9,000 tickets so it's not a big database and it shows the same behaviour with the production system running FreeBSD 4.9, Mysql 4.0.16, Apache 2.0.50, mod_perl 1.99, Perl 5.8.4 and with my dev machine running FreeBSD 5.4, Mysql 4.1.9, Apache 2.0.54, mod_fastcgi 2.4.2, perl 5.8.6. It looks like someone called "murphy at genome" had the same problem in February with 3.2 which is described in this email; http://gossamer-threads.com/lists/rt/users/40981?search_string=Let%20this%20user%20be%20granted%20rights;#40981 Any help here would be appreciated. Carl. From torsten.brumm at kuehne-nagel.com Tue Sep 13 02:48:05 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Tue, 13 Sep 2005 08:48:05 +0200 Subject: AW: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. In-Reply-To: <20050912193934.GR4670@chaka.net> Message-ID: Yes, i do, in the newest version. Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... -----Urspr?ngliche Nachricht----- Von: todd at chaka.net [mailto:todd at chaka.net] Gesendet: Montag, 12. September 2005 21:40 An: HAM-MI-IC Torsten Brumm Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] RT 3.4.3 / Can't locate object method "GetDisplayedNodes" via package "Tree::Simple" at /opt/rt3/share/html/Search/Build.html line 270. Are you running asset tracker? I am. -Todd From Vaida.Alisauskaite at stud.ktu.lt Tue Sep 13 02:40:39 2005 From: Vaida.Alisauskaite at stud.ktu.lt (Vaida Alisauskaite) Date: Tue, 13 Sep 2005 09:40:39 +0300 Subject: [rt-users] Seting RTFM Custom Fields with Values from RT Ticket Message-ID: <1126593639.43267467b5e3e@pastas.ktu.lt> Hello, I would like to use RTFM for translating security advisories and need to automatize the "Extract article from ticket" to CERTAIN CUSTOM FIELDS of a certain class. Is it possible to make it using scrips? Or perhaps I am going the wrong way? This is how i was trying to create a new article and automatically set the custom fiel values (however it does't work): Custom condition: ------------------------------------------------------------------------------- -------- if ($self->Ticket->Status eq 'new') and ($self->Ticket->QueueObj->Name eq 'advisory') and (self->Ticket->RequestorAddresses eq 'sec-adv at secunia.com') {return 1;} else {return 0;} ------------------------------------------------------------------------------- -------- Custom action cleanup code: ------------------------------------------------------------------------------- -------- my $FROM = self->Ticket->RequestorAddresses; $self->Class->LoadByCols(Name => '$FROM'); my $Article = new RT::FM::Article($RT::FM::SystemUser); $Article->Load(self->Article()); $CustomField->Load($self->CustomField()); my %Array = ( 'TITLE:' , '', 'SECUNIA ADVISORY ID:' , '', 'VERIFY ADVISORY:' , '', 'CRITICAL:' , '', 'IMPACT:' , '', 'WHERE:' , '', 'SOFTWARE:' , '', 'DESCRIPTION:' , '', 'SOLUTION:' , '', 'PROVIDED AND/OR DISCOVERED BY:' , '' ); while(<>) { chomp; $_ =~ s/\s+//; if (defined($Array{$_})) { $indexas = $_; } elsif ($indexas ne '') { push(@{$Array1{$indexas}}, $_); } } foreach $myField (keys %Array) { foreach $myContent (@{$Array1{$myField}}) { $self->AddCustomFieldValue( Field => $myField', Content => $myContent ) } ------------------------------------------------------------------------------- -------- Any help how to fill the RTFM custom fields with certain text from a RT ticket would be appreciated. Vaida vaida.alisauskaite at ktu.lt From torsten.brumm at kuehne-nagel.com Tue Sep 13 03:25:43 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Tue, 13 Sep 2005 09:25:43 +0200 Subject: AW: [rt-users] [Rt-announce] RT 3.4.4 now available...with supportfor mod_perl2 In-Reply-To: <20050912185507.GK16876@bestpractical.com> Message-ID: Hi Jessi, is this new version (mod_perl2 Support) also able to run multiple instances ofr RT? Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Jesse Vincent Gesendet: Montag, 12. September 2005 20:55 An: Jesse Vincent Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] [Rt-announce] RT 3.4.4 now available...with supportfor mod_perl2 [This got trapped in a spam filter. Oh the irony.] On Sun, Aug 28, 2005 at 03:57:44PM -0400, Jesse Vincent wrote: > It gives me great pleasure to announce the latest stable release of > RT, version 3.4.4. This release features a couple of bugfixes for > errors in RT 3.4.3, a few internationalization updates, support for > Mason 1.31 and newer as well as support for mod_perl2 on Apache 2. > > This new version of RT does slightly obsolete a caveat in our new > book, /RT Essentials/ from O'Reilly Media. In the book, we caution you > against running RT on mod_perl2. You may now safely ignore this > warning. But to do so, first you have to pick up a copy of the book. > Find out more about /RT Essentials/ at > http://rtbook.bestpractical.com > > You can download this new release from: > > http://download.bestpractical.com/pub/rt/release/rt-3.4.4.tar.gz > MD5SUM: 769d77eea39006be643cbd2db4820ba3 rt-3.4.4.tar.gz > > > Best, > Jesse Vincent > _______________________________________________ > RT-Announce mailing list > RT-Announce at lists.bestpractical.com > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-announce > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From torsten.brumm at kuehne-nagel.com Tue Sep 13 06:03:26 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Tue, 13 Sep 2005 12:03:26 +0200 Subject: [rt-users] Problem: Apache2 and FastCGI under SuSE9.3 In-Reply-To: Message-ID: Hi RT Gurus, i'm going crazy with the rt/apache/fastCGI Config. i set up a new system under SUSE 9.3 with Apache2 and FastCGI. I have done all the config steps. I have build RT with the following options: configure --with-db-rt-pass=password --with-web-user=wwwrun --with-web-group=www --with-rt-group=rt --with-apachectl=/usr/sbin/apache2ctl All dependencies are ok. Install runs fine, db is created, RT_Siteconfig look perfect. Then i have created vhost for rt called rt.conf: LoadModule fastcgi_module /usr/lib/apache2/mod_fastcgi.so FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 150 -processes 3 -listen-queue-depth 200 -priority 1 ServerName testsystem.domain.de DocumentRoot /opt/rt3/share/html AddHandler fastcgi-script .fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ and restarted apache2: all looks fine so far: [Tue Sep 13 14:02:21 2005] [notice] FastCGI: process manager initialized (pid 15452) [Tue Sep 13 14:02:21 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 15453) [Tue Sep 13 14:02:21 2005] [notice] Apache/2.0.53 (Linux/SUSE) configured -- resuming normal operations [Tue Sep 13 14:02:22 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 15461) [Tue Sep 13 14:02:23 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 15466) BUT NOW, when i try to access the domain i get the following in apache error log: [Tue Sep 13 14:03:07 2005] [error] [client 57.x.x.x] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Tue Sep 13 14:03:07 2005] [error] [client 57.x.x.x] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi now i checked the rights structure again: 1. wwwrun is member of the rt group 2. the fcgi handler has the following rights: -rwxr-xr-x 1 root rt 2950 Sep 13 11:49 mason_handler.fcgi 3. the RT_Config and RT_SiteConfig: -rwxr-xr-x 1 root rt 16380 Sep 13 11:50 RT_Config.pm -rwxr-xr-x 1 root rt 16426 Sep 13 12:25 RT_SiteConfig.pm i have now idea at this moment whats going wrong. Does someone have an idea? Thanks for your help Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... From torsten.brumm at kuehne-nagel.com Tue Sep 13 06:16:29 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Tue, 13 Sep 2005 12:16:29 +0200 Subject: AW: [rt-users] Problem: Apache2 and FastCGI under SuSE9.3 In-Reply-To: Message-ID: Sorry to disturb again. error found, in Apache2 is a default entry in /etc/apache2/httpd.conf # forbid access to the entire filesystem by default Options None AllowOverride None Order deny,allow Allow from all This is needed to be not so restrictive! Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von HAM-MI-IC Torsten Brumm Gesendet: Dienstag, 13. September 2005 12:03 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Problem: Apache2 and FastCGI under SuSE9.3 Hi RT Gurus, i'm going crazy with the rt/apache/fastCGI Config. i set up a new system under SUSE 9.3 with Apache2 and FastCGI. I have done all the config steps. I have build RT with the following options: configure --with-db-rt-pass=password --with-web-user=wwwrun --with-web-group=www --with-rt-group=rt --with-apachectl=/usr/sbin/apache2ctl All dependencies are ok. Install runs fine, db is created, RT_Siteconfig look perfect. Then i have created vhost for rt called rt.conf: LoadModule fastcgi_module /usr/lib/apache2/mod_fastcgi.so FastCgiServer /opt/rt3/bin/mason_handler.fcgi -idle-timeout 150 -processes 3 -listen-queue-depth 200 -priority 1 ServerName testsystem.domain.de DocumentRoot /opt/rt3/share/html AddHandler fastcgi-script .fcgi Alias /NoAuth/images/ /opt/rt3/share/html/NoAuth/images/ ScriptAlias / /opt/rt3/bin/mason_handler.fcgi/ and restarted apache2: all looks fine so far: [Tue Sep 13 14:02:21 2005] [notice] FastCGI: process manager initialized (pid 15452) [Tue Sep 13 14:02:21 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 15453) [Tue Sep 13 14:02:21 2005] [notice] Apache/2.0.53 (Linux/SUSE) configured -- resuming normal operations [Tue Sep 13 14:02:22 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 15461) [Tue Sep 13 14:02:23 2005] [warn] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" started (pid 15466) BUT NOW, when i try to access the domain i get the following in apache error log: [Tue Sep 13 14:03:07 2005] [error] [client 57.x.x.x] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi [Tue Sep 13 14:03:07 2005] [error] [client 57.x.x.x] client denied by server configuration: /opt/rt3/bin/mason_handler.fcgi now i checked the rights structure again: 1. wwwrun is member of the rt group 2. the fcgi handler has the following rights: -rwxr-xr-x 1 root rt 2950 Sep 13 11:49 mason_handler.fcgi 3. the RT_Config and RT_SiteConfig: -rwxr-xr-x 1 root rt 16380 Sep 13 11:50 RT_Config.pm -rwxr-xr-x 1 root rt 16426 Sep 13 12:25 RT_SiteConfig.pm i have now idea at this moment whats going wrong. Does someone have an idea? Thanks for your help Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Thomas.Knaupp at schwarz.de Tue Sep 13 07:08:32 2005 From: Thomas.Knaupp at schwarz.de (Knaupp, Thomas) Date: Tue, 13 Sep 2005 13:08:32 +0200 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 Message-ID: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> > as well as support for mod_perl2 on Apache 2. just a short question .. is there any chance to get it running with mod_perl1.99 ? Regards, Tom From rob at hooft.net Tue Sep 13 07:08:47 2005 From: rob at hooft.net (Rob W.W. Hooft) Date: Tue, 13 Sep 2005 13:08:47 +0200 Subject: [rt-users] Rt3.0.10: InnoDB problem from a database novice Message-ID: <4326B33F.8030105@hooft.net> Since a while, we are running RT3.0.10 on a "debian" linux system. The system was installed using the debian apt system, so nothing complicated needed to be done to install RT. Tickets were imported from an older RT2 system (that was manually installed on a RedHat box). Since last week, people started complaining about our server suddenly being slow. Now that I dive into performance issues, I notice that our mysqld (4.0.18) is running on MYISAM tables, and not InnoDB. According to reports I read, this is not possible. This morning I decided to give it a try and upgrade the database to InnoDB tables. I dumped the database to a 1.4GB sql file, changed mysql's configuration, and tried to reimport the (slightly modified) sql file. Unfortunately the process stopped after a minute or so with the message 'Table "Attachments" is full', and sure enough the location where this happens is an INSERT command in the SQL file. I am now back to MYISAM, wondering how this should/can be fixed. My lack of experience with database management is a good reason why I did not even think about upgrading to 3.2 and 3.4 yet.... Any other RT user that can help me out with this problem? Rob -- Rob W.W. Hooft || rob at hooft.net || http://www.hooft.net/people/rob/ From klimkin at falkag.com Tue Sep 13 07:51:24 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Tue, 13 Sep 2005 15:51:24 +0400 Subject: [rt-users] Rt3.0.10: InnoDB problem from a database novice In-Reply-To: <4326B33F.8030105@hooft.net> References: <4326B33F.8030105@hooft.net> Message-ID: <4326BD3C.1030203@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings! Rob W.W. Hooft wrote: > This morning I decided to give it a try and upgrade the database to > InnoDB tables. I dumped the database to a 1.4GB sql file, changed > mysql's configuration, and tried to reimport the (slightly modified) sql > file. Unfortunately the process stopped after a minute or so with the > message 'Table "Attachments" is full', and sure enough the location > where this happens is an INSERT command in the SQL file. It seems you forgot to specify autoextend flag in innodb_data_file_path variable. I also recommend to set larger initial ibdata file size, looks like 2000M will fit you. See [http://dev.mysql.com/doc/mysql/en/innodb-configuration.html] for details. AFAIR it is mentioned somewhere in RT Readme too. 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 iD8DBQFDJr082ce6OqXQ52QRAvtBAKCfSEViW9+U7AOTCSfNPV4Th8rVmQCcCKBl u5eWbdHiTo8sgaA7Dci5tP0= =aOLJ -----END PGP SIGNATURE----- From sebastian at switchingnetworks.com.ar Tue Sep 13 08:07:03 2005 From: sebastian at switchingnetworks.com.ar (sebastian at switchingnetworks.com.ar) Date: Tue, 13 Sep 2005 09:07:03 -0300 Subject: [rt-users] RE: Replying Comments via email In-Reply-To: Message-ID: <20050913120706.AB0FA4D801A@diesel.bestpractical.com> > Set your scrips appropriately. Seph, been playing with cpl of combinations but can't get into the right one. Can you point me in the right direction with it? Thanks Seb.- -- No virus found in this outgoing message. Checked by AVG Anti-Virus. Version: 7.0.344 / Virus Database: 267.10.22/98 - Release Date: 12/09/2005 From torsten.brumm at kuehne-nagel.com Tue Sep 13 09:02:35 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Tue, 13 Sep 2005 15:02:35 +0200 Subject: AW: [rt-users] RT 3.4.4 and mod_perl1.99 In-Reply-To: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> Message-ID: So far i know not. try FastCGI. Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Knaupp, Thomas Gesendet: Dienstag, 13. September 2005 13:09 An: rt-users at lists.bestpractical.com Betreff: [rt-users] RT 3.4.4 and mod_perl1.99 > as well as support for mod_perl2 on Apache 2. just a short question .. is there any chance to get it running with mod_perl1.99 ? Regards, Tom _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Sep 13 10:01:18 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 13 Sep 2005 18:01:18 +0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 In-Reply-To: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> Message-ID: <589c9440050913070156d3f865@mail.gmail.com> On 9/13/05, Knaupp, Thomas wrote: > > as well as support for mod_perl2 on Apache 2. > > just a short question .. > is there any chance to get it running with mod_perl1.99 ? MP1.99XX is development branch, there is already MP2.X You can use RT3.4.4(only 3.4.4 and higher) with MP2.X > > > Regards, > Tom > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Tue Sep 13 12:10:19 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Sep 2005 12:10:19 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 In-Reply-To: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> Message-ID: <20050913161019.GK16876@bestpractical.com> On Tue, Sep 13, 2005 at 01:08:32PM +0200, Knaupp, Thomas wrote: > > as well as support for mod_perl2 on Apache 2. > > just a short question .. > is there any chance to get it running with mod_perl1.99 ? The short answer is "no." Because of the number of different bugs in different versions of 1.99, as well as the number of different APIs that different versions supported, we made the decision not to support the development and beta 1.99 series. Jesse > > Regards, > Tom > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From jesse at bestpractical.com Tue Sep 13 12:16:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Sep 2005 12:16:53 -0400 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang In-Reply-To: <43266751.7060508@xena.ipaustralia.gov.au> References: <43266751.7060508@xena.ipaustralia.gov.au> Message-ID: <4326FB75.7040409@bestpractical.com> Carl Makin wrote: > Afternoon All, > For quite a while we have been having a problem where is you uncheck the > "Let this user be granted rights" option the thread goes into a CPU spin > and never returns. "CPU spin" means we've got some sort of loop going on. Is it hitting the database? If so, with which queries? Can you run under standalone_httpd and replicate the issue in the debugger? If so, we might be able to find the codepath. -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: OpenPGP digital signature URL: From dkettmann at netlogic.net Tue Sep 13 12:15:12 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Tue, 13 Sep 2005 11:15:12 -0500 Subject: [rt-users] Callbacks are broken after Migration Message-ID: Hello all, I had to do an emergency migration last night of RT. I got RT up and running but it looks as if none of the Callbacks are working. The way I migrated it was: Install RT 3.4.2 on the new machine and make sure I could log in. Dump the database from the old server to a file Push the data into the new database Copy the old rt3 tree onto the new server. Everything seems to work right now except Callbacks. I have RTFM and RTIR installed, but they do not show up on the menu to the left. What I get now on some pages is a Mason error: System error error: Can't locate object method "new" via package "RTx::AssetTracker::Asset" (perhaps you forgot to load "RTx::AssetTracker::Asset"?) at /opt/rt3/share/html/AssetTracker/Asset/Display.html line 114. context: ... 110: # }}} 111: } else { 112: if (!$AssetObj) { 113: 114: $AssetObj = RTx::AssetTracker::Asset->new($session{'CurrentUser'}); 115: 116: $AssetObj = LoadAsset($ARGS{'id'}); 117: unless ($AssetObj->CurrentUserHasRight('ShowAsset')) { 118: Abort("No permission to view asset"); ... code stack: /opt/rt3/share/html/AssetTracker/Asset/Display.html:114 /opt/rt3/share/html/autohandler:215 This Module is loaded thru a Callback and it not working properly (obviously)... I also put in a custom callback that should display the type of ticket in the Basics box in a ticket, but it is not working either. Any help is appreciated as this is a live system and we are not able to fully function without modules accessed by Callbacks. If anymore information is needed, let me know and I will get it to you as soon as I can. Thanks, Dave Kettmann NetLogic 314-266-4000 From les at futuresource.com Tue Sep 13 12:31:44 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 13 Sep 2005 11:31:44 -0500 Subject: [rt-users] Callbacks are broken after Migration In-Reply-To: References: Message-ID: <1126629104.18313.56.camel@moola.futuresource.com> On Tue, 2005-09-13 at 11:15, Dave Kettmann wrote: > I had to do an emergency migration last night of RT. I got RT up and running but it looks as if none of the Callbacks are working. The way I migrated it was: > > Install RT 3.4.2 on the new machine and make sure I could log in. > Dump the database from the old server to a file > Push the data into the new database > Copy the old rt3 tree onto the new server. > > Everything seems to work right now except Callbacks. I have RTFM and RTIR installed, but they do not show up on the menu to the left. What I get now on some pages is a Mason error: Do you have the same HTML::Mason version as on the old box? You may have to back down to an older Mason or update RT to 3.4.4. -- Les Mikesell les at futuresource.com From alexmv at bestpractical.com Tue Sep 13 12:38:33 2005 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 13 Sep 2005 12:38:33 -0400 Subject: [rt-users] Callbacks are broken after Migration In-Reply-To: References: Message-ID: <1126629513.18961.1.camel@zoq-fot-pik.mit.edu> On Tue, 2005-09-13 at 11:15 -0500, Dave Kettmann wrote: > I had to do an emergency migration last night of RT. I got RT up and > running but it looks as if none of the Callbacks are working. Back HTML::Mason down to 1.28 from 1.3x; the 1.3x versions broke some APIs that RT uses. - Alex From jesse at bestpractical.com Tue Sep 13 12:41:11 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Sep 2005 12:41:11 -0400 Subject: [rt-users] Callbacks are broken after Migration In-Reply-To: <1126629513.18961.1.camel@zoq-fot-pik.mit.edu> References: <1126629513.18961.1.camel@zoq-fot-pik.mit.edu> Message-ID: <20050913164111.GL16876@bestpractical.com> On Tue, Sep 13, 2005 at 12:38:33PM -0400, Alex Vandiver wrote: > On Tue, 2005-09-13 at 11:15 -0500, Dave Kettmann wrote: > > I had to do an emergency migration last night of RT. I got RT up and > > running but it looks as if none of the Callbacks are working. > > Back HTML::Mason down to 1.28 from 1.3x; the 1.3x versions broke some > APIs that RT uses. RT 3.4.4 should work ok with Mason 1.3101, though. > - Alex > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 chris at beowulf.net Tue Sep 13 15:08:32 2005 From: chris at beowulf.net (Chris Stankaitis) Date: Tue, 13 Sep 2005 15:08:32 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> Message-ID: <432723B0.7090105@beowulf.net> Knaupp, Thomas wrote: >>as well as support for mod_perl2 on Apache 2. > > > just a short question .. > is there any chance to get it running with mod_perl1.99 ? > Can I just get someone to confirm/clarify for me that as of RT 3.4.4 that you MUST use mod_perl2? (or FastCGI) I am using RHEL4 and their stock mod_perl is mod_perl-1.99_16-4. --Chris From abilashpraveen82 at hotmail.com Tue Sep 13 15:02:56 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Wed, 14 Sep 2005 00:32:56 +0530 Subject: [rt-users] RT3.4.4 - blank page after installation Message-ID: hi there, I'm a okay kinda guy to linux and RT. After a long struggle I've got this RT setup. the problem now is that it shows up a blank page... also.. [root at dsl-chn-static-233 logs]# tail error_log [Wed Sep 14 00:13:21 2005] [warn] module perl_module is already loaded, skipping [Wed Sep 14 00:13:25 2005] [notice] Digest: generating secret for digest authentication ... [Wed Sep 14 00:13:25 2005] [notice] Digest: done [Wed Sep 14 00:13:25 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK [Wed Sep 14 00:13:25 2005] [notice] LDAP: SSL support unavailable [Wed Sep 14 00:13:25 2005] [notice] FastCGI: process manager initialized (pid 22947) [Wed Sep 14 00:13:25 2005] [notice] mod_python: Creating 4 session mutexes based on 256 max processes and 0 max threads. [Wed Sep 14 00:13:25 2005] [notice] Apache/2 configured -- resuming normal operations [Tue Sep 13 19:30:29 2005] [crit]: Can't locate object method "request" via package "Apache" at /usr/lib/perl5/5.8.5/CGI.pm line 315. (/opt/rt3/bin/webmux.pl:125) I must admit that i did a manual instaltion and that might be a problem now. How can I now completely undo the RT instalation and start fresh? Which installation manual should I be following?? OS - CentOS 4 I can give you any info you need.. Please help me!! Thanks, Abilash -------------- next part -------------- An HTML attachment was scrubbed... URL: From albert.attia at gmail.com Tue Sep 13 15:29:07 2005 From: albert.attia at gmail.com (Albert Attia) Date: Tue, 13 Sep 2005 14:29:07 -0500 Subject: [rt-users] RT and Email Hosting Message-ID: <7b41e0ac050913122913114dfa@mail.gmail.com> We would like to setup RT in our organization. We currently have our email hosted thru a hosting company. We have the capability to setup email aliases and forward email on our hosted service. Is it possible to configure RT to use our hosted email server? Let me know, Thanks Albert -------------- next part -------------- An HTML attachment was scrubbed... URL: From steve.rieger at tbwachiat.com Tue Sep 13 15:31:53 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Tue, 13 Sep 2005 15:31:53 -0400 Subject: [rt-users] RT3.4.4 - blank page after installation In-Reply-To: References: Message-ID: <63E20224-EBF2-4F2A-BF86-0169BB19D90D@tbwachiat.com> what does apache log and or rt log say it takes me less than an hour to set it up from source. its not that big of a deal. do post the log entries. -- Steve Rieger AIM chozrim ICQ 53956607 Cell 646 335 8915 steve.rieger at tbwachiat.com On Sep 13, 2005, at 3:02 PM, Abilash Praveen M wrote: > hi there, > > I'm a okay kinda guy to linux and RT. After a long struggle I've > got this RT setup. the problem now is that it shows up a blank page... > > also.. > > [root at dsl-chn-static-233 logs]# tail error_log > [Wed Sep 14 00:13:21 2005] [warn] module perl_module is already > loaded, skipping > [Wed Sep 14 00:13:25 2005] [notice] Digest: generating secret for > digest authentication ... > [Wed Sep 14 00:13:25 2005] [notice] Digest: done > [Wed Sep 14 00:13:25 2005] [notice] LDAP: Built with OpenLDAP LDAP SDK > [Wed Sep 14 00:13:25 2005] [notice] LDAP: SSL support unavailable > [Wed Sep 14 00:13:25 2005] [notice] FastCGI: process manager > initialized (pid 22947) > [Wed Sep 14 00:13:25 2005] [notice] mod_python: Creating 4 session > mutexes based on 256 max processes and 0 max threads. > [Wed Sep 14 00:13:25 2005] [notice] Apache/2 configured -- resuming > normal operations > [Tue Sep 13 19:30:29 2005] [crit]: Can't locate object method > "request" via package "Apache" at /usr/lib/perl5/5.8.5/CGI.pm line > 315. > (/opt/rt3/bin/webmux.pl:125) > > I must admit that i did a manual instaltion and that might be a > problem now. How can I now completely undo the RT instalation and > start fresh? Which installation manual should I be following?? > > OS - CentOS 4 > > I can give you any info you need.. Please help me!! > > Thanks, > Abilash > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 jim1 at cornell.edu Tue Sep 13 15:39:44 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Tue, 13 Sep 2005 15:39:44 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <432723B0.7090105@beowulf.net> References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> Message-ID: <5.2.1.1.2.20050913152233.01719db8@postoffice8.mail.cornell.edu> At 9/13/2005 03:08 PM, you wrote: >Knaupp, Thomas wrote: > >>as well as support for mod_perl2 on Apache 2. > > > > > > just a short question .. > > is there any chance to get it running with mod_perl1.99 ? > > > >Can I just get someone to confirm/clarify for me that as of RT 3.4.4 >that you MUST use mod_perl2? (or FastCGI) > >I am using RHEL4 and their stock mod_perl is mod_perl-1.99_16-4. > >--Chris RT Essentials, page 14: Any of the following will do: - Apache 1.3 with mod_perl 1.x - Apache 2.x with mod_perl 2.x (Great book!) We just completed the initial setup of the following: OS,Distribution -- Linux host.name.our.site 2.4.21-32.0.1.ELsmp #1 SMP i686 i686 i386 GNU/Linux RT Version -- 3.4.4 Perl Version -- 5.8.6 DBIx::SearchBuilder Version -- 1.31 Apache Version -- Server version: Apache/1.3.33 (Unix); mod_perl Version -- 1.29 mod_ssl Version -- 2.8.22-1.3.33 MySQL Version -- ./mysql Ver 14.7 Distrib 4.1.11, for pc-linux-gnu (i686) C Compiler Version -- GNU cc 3.2.3 20030502 (Red Hat Linux 3.2.3-49) Going to start in-house alpha testing tomorrow. COOL new features! Then comes the fun part... exporting our database from RT 3.0.0 and hoping/praying that it imports cleanly for use with the new version of RT. Graciously accepting any suggestions and/or pointers on the export/import. Jennifer Moore RT Administrator Systems and Operations Cornell University From chris at beowulf.net Tue Sep 13 15:48:21 2005 From: chris at beowulf.net (Chris Stankaitis) Date: Tue, 13 Sep 2005 15:48:21 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <5.2.1.1.2.20050913152233.01719db8@postoffice8.mail.cornell.edu> References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> <5.2.1.1.2.20050913152233.01719db8@postoffice8.mail.cornell.edu> Message-ID: <43272D05.2040107@beowulf.net> Jennifer I. Moore wrote: > At 9/13/2005 03:08 PM, you wrote: > >> Knaupp, Thomas wrote: >> >>as well as support for mod_perl2 on Apache 2. >> > >> > >> > just a short question .. >> > is there any chance to get it running with mod_perl1.99 ? >> > >> >> Can I just get someone to confirm/clarify for me that as of RT 3.4.4 >> that you MUST use mod_perl2? (or FastCGI) >> >> I am using RHEL4 and their stock mod_perl is mod_perl-1.99_16-4. >> >> --Chris > > > RT Essentials, page 14: > > Any of the following will do: > - Apache 1.3 with mod_perl 1.x > - Apache 2.x with mod_perl 2.x > RHEL3/4 Ships Apache2 with mod_perl 1.99 From pjsm at fct.unl.pt Tue Sep 13 15:35:13 2005 From: pjsm at fct.unl.pt (Paulo Matos) Date: Tue, 13 Sep 2005 20:35:13 +0100 (WEST) Subject: [rt-users] RT3.4.4 - blank page after installation In-Reply-To: References: Message-ID: On Wed, 14 Sep 2005, Abilash Praveen M wrote: > OS - CentOS 4 > You are kind of a lucky guy... I'm almost finishing to package rt for RHEL4/CentOS4. If you care to wait for a day or 2. You'll be the first to do: 'yum install rt'. -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From pjsm at fct.unl.pt Tue Sep 13 15:31:29 2005 From: pjsm at fct.unl.pt (Paulo Matos) Date: Tue, 13 Sep 2005 20:31:29 +0100 (WEST) Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <432723B0.7090105@beowulf.net> References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> <432723B0.7090105@beowulf.net> Message-ID: On Tue, 13 Sep 2005, Chris Stankaitis wrote: > Knaupp, Thomas wrote: > >>as well as support for mod_perl2 on Apache 2. > > > > > > just a short question .. > > is there any chance to get it running with mod_perl1.99 ? > > > > Can I just get someone to confirm/clarify for me that as of RT 3.4.4 > that you MUST use mod_perl2? (or FastCGI) > > I am using RHEL4 and their stock mod_perl is mod_perl-1.99_16-4. mod_perl-1.99 is indeed modperl2 (It is named as 1.99 because they released only at 2.0.0 - May 20, 2005, despite devel started on April 6, 2002) Check the Changelog at: http://perl.apache.org/dist/mod_perl-2.0-current/Changes and: http://perl.apache.org/docs/2.0/rename.html -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From chris at beowulf.net Tue Sep 13 15:56:07 2005 From: chris at beowulf.net (Chris Stankaitis) Date: Tue, 13 Sep 2005 15:56:07 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> <432723B0.7090105@beowulf.net> Message-ID: <43272ED7.6050408@beowulf.net> Paulo Matos wrote: > On Tue, 13 Sep 2005, Chris Stankaitis wrote: > > >>Knaupp, Thomas wrote: >> >>>>as well as support for mod_perl2 on Apache 2. >>> >>> >>>just a short question .. >>>is there any chance to get it running with mod_perl1.99 ? >>> >> >>Can I just get someone to confirm/clarify for me that as of RT 3.4.4 >>that you MUST use mod_perl2? (or FastCGI) >> >>I am using RHEL4 and their stock mod_perl is mod_perl-1.99_16-4. > > > mod_perl-1.99 is indeed modperl2 (It is named as 1.99 because they > released only at 2.0.0 - May 20, 2005, despite devel started on April 6, > 2002) > > Check the Changelog at: > http://perl.apache.org/dist/mod_perl-2.0-current/Changes > > and: > http://perl.apache.org/docs/2.0/rename.html > So here in we hit a problem... RHEL3/4 will continue to backport fixes to mod_perl 199, it will likely be years before they upgrade to a 2.0X version (RHEL5 I would assume) If 1.99 is mod_perl2 then why won't 3.4.4 work under it? Sep 13 19:14:23 rt httpd: [Tue Sep 13 19:14:23 2005] [error] RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0 at /opt/rt3/bin/webmux.pl line 59.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 63.\nCompilation failed in require at (eval 2) line 1.\n Sep 13 19:14:23 rt httpd: [Tue Sep 13 19:14:23 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server rt.dw:0, exiting... From jesse at bestpractical.com Tue Sep 13 16:06:10 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Sep 2005 16:06:10 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <43272ED7.6050408@beowulf.net> References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> <432723B0.7090105@beowulf.net> <43272ED7.6050408@beowulf.net> Message-ID: <20050913200610.GC16876@bestpractical.com> > > So here in we hit a problem... RHEL3/4 will continue to backport fixes > to mod_perl 199, it will likely be years before they upgrade to a 2.0X > version (RHEL5 I would assume) > > If 1.99 is mod_perl2 then why won't 3.4.4 work under it? mod_perl 1.99 is NOT mod_perl 2.0. It's a now-deprecated set of beta versions. 1.99 used several different APIs over its lifetime. Different, incompatible APIs. And different, incompatible sets of bugs. The versions of HTML::Mason that RT needs to run with mod_perl 2.0 have explicitly removed support for the various beta versions of 1.99. If you need support for RT on a given version of mod_perl 1.99, Best Practical or another perl shop could likely do the work to make it run for you. HOWEVER, it's something we're explicitly uninterested in doing and will only consider doing for a paying customer. If you need to use a non-standard, vendor-supplied version of Apache, we'd strongly recommend that you consider FastCGI as a relatively painless alternative. The above statement is our definitive policy statement on mod_perl 1.99. Barring major changes to the state of the tools, suitcases of currency or particularly fine vintages of Scotch or PortI don't plan to comment further on it. Best, Jesse From ruslan.zakirov at gmail.com Tue Sep 13 16:06:59 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 14 Sep 2005 00:06:59 +0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> <432723B0.7090105@beowulf.net> Message-ID: <589c944005091313061de89ad3@mail.gmail.com> Guys, read this http://marc.theaimsgroup.com/?l=rt-users&m=112662785026760&w=2 On 9/13/05, Paulo Matos wrote: > On Tue, 13 Sep 2005, Chris Stankaitis wrote: > > > Knaupp, Thomas wrote: > > >>as well as support for mod_perl2 on Apache 2. > > > > > > > > > just a short question .. > > > is there any chance to get it running with mod_perl1.99 ? > > > > > > > Can I just get someone to confirm/clarify for me that as of RT 3.4.4 > > that you MUST use mod_perl2? (or FastCGI) > > > > I am using RHEL4 and their stock mod_perl is mod_perl-1.99_16-4. > > mod_perl-1.99 is indeed modperl2 (It is named as 1.99 because they > released only at 2.0.0 - May 20, 2005, despite devel started on April 6, > 2002) > > Check the Changelog at: > http://perl.apache.org/dist/mod_perl-2.0-current/Changes > > and: > http://perl.apache.org/docs/2.0/rename.html > > -- > Paulo Matos > ----------------------------------- ---------------------------------- > |Sys & Net Admin | Centro de Inform?tica | > |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | > |Universidade Nova de Lisboa | Fax: +351-21-2948548 | > |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | > ----------------------------------- ---------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 sames at officescape.com Tue Sep 13 16:06:12 2005 From: sames at officescape.com (Steven E. Ames) Date: Tue, 13 Sep 2005 15:06:12 -0500 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification Message-ID: > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > So here in we hit a problem... RHEL3/4 will continue to backport fixes > to mod_perl 199, it will likely be years before they upgrade to a 2.0X > version (RHEL5 I would assume) > > If 1.99 is mod_perl2 then why won't 3.4.4 work under it? 1.99 is NOT mod_perl2. 1.99 was a development branch that would, in time, become mod_perl2. Many people used it as mod_perl2 in order to get mod_perl working under Apache2. However when mod_perl2 was actually released the developers made a decision to alter the API making 1.99 and 2.0 incompatible. Applications designed for 1.99 won't work with 2.0 and vice-versa. In the RT world: 3.4.4 requires mod_perl2 2.0 or higher and won't work with 1.99. Older versions of RT will work with 1.99. Go ahead and get yourself some 3.4.3 and be happy in your work. Or upgrade mod_perl to 2.01 and also be happy (although this will necessitate many other upgrades (Mason, etc...)). So. To summarize: mod_perl 1.99 IS NOT 2.0. -Steve From les at futuresource.com Tue Sep 13 16:14:54 2005 From: les at futuresource.com (Les Mikesell) Date: Tue, 13 Sep 2005 15:14:54 -0500 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <432723B0.7090105@beowulf.net> References: <646E61995E6E82439D2F329325070E4D403697@scsw2k3msx1.D1SCS.LAN> <432723B0.7090105@beowulf.net> Message-ID: <1126642494.4281.102.camel@moola.futuresource.com> On Tue, 2005-09-13 at 14:08, Chris Stankaitis wrote: > Knaupp, Thomas wrote: > >>as well as support for mod_perl2 on Apache 2. > > > > > > just a short question .. > > is there any chance to get it running with mod_perl1.99 ? > > > > Can I just get someone to confirm/clarify for me that as of RT 3.4.4 > that you MUST use mod_perl2? (or FastCGI) > > I am using RHEL4 and their stock mod_perl is mod_perl-1.99_16-4. Using fastcgi as described at http://wiki.bestpractical.com/index.cgi?RHEL4InstallGuide is the easy route. It won't conflict with any existing things you might currently be doing with mod_perl on the same machine so there is no need to change or remove your apache/mod_perl versions. -- Les Mikesell les at futuresource.com From steve.rieger at tbwachiat.com Tue Sep 13 16:20:16 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Tue, 13 Sep 2005 16:20:16 -0400 Subject: [rt-users] RT and Email Hosting In-Reply-To: <7b41e0ac050913122913114dfa@mail.gmail.com> References: <7b41e0ac050913122913114dfa@mail.gmail.com> Message-ID: yup create an actual mail address on the remote server then use fetchmail to suck down and process the emails that come in for each queue -- Steve Rieger AIM chozrim ICQ 53956607 Cell 646 335 8915 steve.rieger at tbwachiat.com On Sep 13, 2005, at 3:29 PM, Albert Attia wrote: > We would like to setup RT in our organization. We currently have > our email hosted thru a hosting company. > > We have the capability to setup email aliases and forward email on > our hosted service. > > Is it possible to configure RT to use our hosted email server? > > Let me know, > Thanks > Albert > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Tue Sep 13 16:25:55 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Tue, 13 Sep 2005 16:25:55 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: ; from "Steven E. Ames" on Tue, Sep 13, 2005 at 03:06:12PM -0500 References: Message-ID: <20050913162555.D13693@cgi.jachomes.com> On Tue, Sep 13, 2005 at 03:06:12PM -0500, Steven E. Ames wrote: > Applications designed for 1.99 won't work with 2.0 and vice-versa. More critically, applications designed for 1.*0*, which would work with 1.99 <=12, will *not* work with 2.0; the apps will have to be changed. That's the reason why there was so much gnashing of teeth when they change was made. 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 chris at beowulf.net Tue Sep 13 16:29:29 2005 From: chris at beowulf.net (Chris Stankaitis) Date: Tue, 13 Sep 2005 16:29:29 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: References: Message-ID: <432736A9.3000003@beowulf.net> Steven E. Ames wrote: > >>-----Original Message----- >>From: rt-users-bounces at lists.bestpractical.com >>So here in we hit a problem... RHEL3/4 will continue to backport fixes >>to mod_perl 199, it will likely be years before they upgrade to a 2.0X >>version (RHEL5 I would assume) >> >>If 1.99 is mod_perl2 then why won't 3.4.4 work under it? > > > 1.99 is NOT mod_perl2. 1.99 was a development branch that would, in time, become mod_perl2. Many people used it as mod_perl2 in order to get mod_perl working under Apache2. However when mod_perl2 was actually released the developers made a decision to alter the API making 1.99 and 2.0 incompatible. > > Applications designed for 1.99 won't work with 2.0 and vice-versa. > > In the RT world: > > 3.4.4 requires mod_perl2 2.0 or higher and won't work with 1.99. Older versions of RT will work with 1.99. Go ahead and get yourself some 3.4.3 and be happy in your work. Or upgrade mod_perl to 2.01 and also be happy (although this will necessitate many other upgrades (Mason, etc...)). > > So. To summarize: mod_perl 1.99 IS NOT 2.0. > > -Steve Thanks for the clarification Steven. --Chris From jim1 at cornell.edu Tue Sep 13 16:41:55 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Tue, 13 Sep 2005 16:41:55 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: Message-ID: <5.2.1.1.2.20050913163419.01dbfe10@postoffice8.mail.cornell.edu> At 9/13/2005 04:06 PM, you wrote: >In the RT world: > >3.4.4 requires mod_perl2 2.0 or higher and won't work with 1.99. Older >versions of RT will work with 1.99. Hmmm, maybe my "novice" is showing, but isn't it the version of Apache, rather than the version of RT, that determines the needed version of mod_perl? RT Essentials, page 14: Any of the following will do: - Apache 1.3 with mod_perl 1.x - Apache 2.x with mod_perl 2.x We are running Apache 1.3.33 with mod_perl 1.29 and RT 3.4.4 seems happy enough. Or are we in for some rude surprises? Thanks, Jennifer From jesse at bestpractical.com Tue Sep 13 16:45:45 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Sep 2005 16:45:45 -0400 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <5.2.1.1.2.20050913163419.01dbfe10@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20050913163419.01dbfe10@postoffice8.mail.cornell.edu> Message-ID: <20050913204545.GH16876@bestpractical.com> On Tue, Sep 13, 2005 at 04:41:55PM -0400, Jennifer I. Moore wrote: > At 9/13/2005 04:06 PM, you wrote: > >In the RT world: > > > >3.4.4 requires mod_perl2 2.0 or higher and won't work with 1.99. Older > >versions of RT will work with 1.99. > > Hmmm, maybe my "novice" is showing, but isn't it the version of Apache, > rather than the version of RT, that determines the needed version of > mod_perl? It's a combination thereof. Apache1/mod_perl 1.2x should work fine with everything from RT 3.0.x through 3.4 and 3.5. > > RT Essentials, page 14: > Any of the following will do: > - Apache 1.3 with mod_perl 1.x > - Apache 2.x with mod_perl 2.x > > We are running Apache 1.3.33 with mod_perl 1.29 and RT 3.4.4 seems happy > enough. Or are we in for some rude surprises? > > Thanks, > Jennifer > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 sames at officescape.com Tue Sep 13 16:47:36 2005 From: sames at officescape.com (Steven E. Ames) Date: Tue, 13 Sep 2005 15:47:36 -0500 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification Message-ID: > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Jennifer > I. Moore > Sent: Tuesday, September 13, 2005 3:42 PM > To: rt-users at lists.bestpractical.com > Subject: RE: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification > > > At 9/13/2005 04:06 PM, you wrote: > >In the RT world: > > > >3.4.4 requires mod_perl2 2.0 or higher and won't work with > 1.99. Older > >versions of RT will work with 1.99. > > Hmmm, maybe my "novice" is showing, but isn't it the version > of Apache, > rather than the version of RT, that determines the needed > version of mod_perl? You are correct. I was assuming Apache2 :) > RT Essentials, page 14: > Any of the following will do: > - Apache 1.3 with mod_perl 1.x > - Apache 2.x with mod_perl 2.x > > We are running Apache 1.3.33 with mod_perl 1.29 and RT 3.4.4 > seems happy > enough. Or are we in for some rude surprises? Your all good. I was totally not taking into account Apache 1.3 installations. The page 14 summary puts it quite clearly and correctly. -Steve From ptrstr at gmail.com Tue Sep 13 19:44:32 2005 From: ptrstr at gmail.com (Peter Struijk) Date: Tue, 13 Sep 2005 16:44:32 -0700 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang In-Reply-To: <4326FB75.7040409@bestpractical.com> References: <43266751.7060508@xena.ipaustralia.gov.au> <4326FB75.7040409@bestpractical.com> Message-ID: On 9/13/05, Jesse Vincent wrote: > > Carl Makin wrote: > > Afternoon All, > > For quite a while we have been having a problem where is you uncheck the > > "Let this user be granted rights" option the thread goes into a CPU spin > > and never returns. > > "CPU spin" means we've got some sort of loop going on. Is it hitting the > database? If so, with which queries? Can you run under standalone_httpd > and replicate the issue in the debugger? If so, we might be able to find > the codepath. > > !! I've exactly the same issue, under very similar circumstances. It started occurring under standard Debian Sarge, for both 3.0.12 and 3.4.1, mysql 4.0and 4.1. Easiest way to reproduce: Toggle "Let this user be granted rights". Some other administrative tasks also cause it to hang. Symptoms: Apache child process is using all cpu, slowly eating all memory. Associated rt.log entry is: [Mon Sep 12 18:42:07 2005] [warning]: Deep recursion on subroutine "RT::ACE::_Value" at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 425. (/usr/share/request-tracker3.4/lib/RT.pm:277) It also happens with the standalone_httpd. I haven't tried the debugger yet. The problem does NOT (immediately) occur with a new database. Only the imported one. Any pointers (other than starting over:) are appreciated. I'd be happy to collect more data. Thanks -Peter -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Sep 13 19:54:04 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Sep 2005 19:54:04 -0400 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang In-Reply-To: References: <43266751.7060508@xena.ipaustralia.gov.au> <4326FB75.7040409@bestpractical.com> Message-ID: <20050913235404.GT16876@bestpractical.com> > Easiest way to reproduce: Toggle "Let this user be granted rights". > Some other administrative tasks also cause it to hang. > > Symptoms: Apache child process is using all cpu, slowly eating all memory. > > Associated rt.log entry is: > [Mon Sep 12 18:42:07 2005] [warning]: Deep recursion on subroutine > "RT::ACE::_Value" at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 425. > (/usr/share/request-tracker3.4/lib/RT.pm:277) Ok. Now we're getting somewhere. In RT::ACE::_Value, add a Carp::cluck; That will tell us _how_ it's recurring. then it should be a 30 second fix. > > It also happens with the standalone_httpd. I haven't tried the debugger yet. > > The problem does NOT (immediately) occur with a new database. Only the > imported one. > > Any pointers (other than starting over:) are appreciated. I'd be happy to > collect more data. > Thanks > -Peter -- From shin.imai at etimestech.jp Tue Sep 13 21:36:26 2005 From: shin.imai at etimestech.jp (Shin Imai) Date: Wed, 14 Sep 2005 10:36:26 +0900 Subject: [rt-users] I want to customize queue. In-Reply-To: <20050906165016.0B0A.SHIN.IMAI@etimestech.jp> References: <20050905083827.GB4277@vagabond> <20050906165016.0B0A.SHIN.IMAI@etimestech.jp> Message-ID: <20050914103101.28D5.SHIN.IMAI@etimestech.jp> Hi, I have been working on the issue but I can't figure it out yet. I can, so far, manage to make subqueue menu but there are only same contents in sub queue. I want sub queue to be changed corresponding to what you choose in main queue. How can I make RT like that? Shin Imai On Tue, 06 Sep 2005 16:54:07 +0900 Shin Imai wrote: > I looked through the web site but I can't find the one I want yet. > And I tried to figure it out myself but it is not working as I want. > Is there any easy way to do that? > > Shin > On Mon, 5 Sep 2005 10:38:27 +0200 > Jan Hudec wrote: > > > On Mon, Sep 05, 2005 at 17:37:39 +0900, Shin Imai wrote: > > > Thanks for your reply. > > > > > > I thought so but I couldn't figure out how to do. > > > Is there any good web site to look? > > > > Is the Wiki insufficient? (wiki.bestpractical.com) > > > > -- > > Jan 'Bulb' Hudec > > -- > Shin Imai > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -- Shin Imai From carl at xena.IPAustralia.gov.au Tue Sep 13 21:43:07 2005 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 14 Sep 2005 11:43:07 +1000 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang In-Reply-To: <20050913235404.GT16876@bestpractical.com> References: <43266751.7060508@xena.ipaustralia.gov.au> <4326FB75.7040409@bestpractical.com> <20050913235404.GT16876@bestpractical.com> Message-ID: <4327802B.3020406@xena.ipaustralia.gov.au> Hi Jesse, Peter, Jesse Vincent wrote: >Peter wrote... > > >>Easiest way to reproduce: Toggle "Let this user be granted rights". >>Some other administrative tasks also cause it to hang. >> >>Symptoms: Apache child process is using all cpu, slowly eating all memory. >> >>Associated rt.log entry is: >>[Mon Sep 12 18:42:07 2005] [warning]: Deep recursion on subroutine >>"RT::ACE::_Value" at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line 425. >>(/usr/share/request-tracker3.4/lib/RT.pm:277) >> >> I'm not seeing that particular message although everything else is the same. MySQL was showing heavy traffic but a light load and RT seemed to be executing the following query in a tight loop; SELECT * FROM CachedGroupMembers WHERE Disabled = '0' AND GroupId = '4' AND MemberId = '1' This returns an empty set. There are no records in that table with a MemberId of 1. When I kill the MySQL thread I get a heap of; [Wed Sep 14 00:40:21 2005] [err]: ACE 109 couldn't load its principal object (/usr/local/rt3/lib/RT/ACE_Overlay.pm:839) in rt.log. > > >Ok. Now we're getting somewhere. In RT::ACE::_Value, add a Carp::cluck; > >That will tell us _how_ it's recurring. then it should be a 30 second >fix. > > [Wed Sep 14 11:28:13 2005] [error] [client 10.0.100.18] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tDBIx::SearchBuilder::Record::__ANON__('RT::ACE=HASH(0x8cc60a0)') called at /usr/local/rt3/lib/RT/ACE_Overlay.pm line 815, referer: http://newton/Admin/Users/Modify.html?id=70 [Wed Sep 14 11:28:13 2005] [error] [client 10.0.100.18] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tRT::ACE::Object('RT::ACE=HASH(0x8cc60a0)') called at /usr/local/rt3/lib/RT/ACE_Overlay.pm line 869, referer: http://newton/Admin/Users/Modify.html?id=70 [Wed Sep 14 11:28:13 2005] [error] [client 10.0.100.18] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" stderr: \tRT::ACE::_Value('RT::ACE=HASH(0x8cc60a0)', 'ObjectType') called at /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line 425, referer: http://newton/Admin/Users/Modify.html?id=70 I put the Carp::cluck into the _Value subroutine in ACE_Overlay.pm. Is there anything more I can give you? Carl. From carl at xena.IPAustralia.gov.au Tue Sep 13 22:31:55 2005 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 14 Sep 2005 12:31:55 +1000 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang In-Reply-To: <4327802B.3020406@xena.ipaustralia.gov.au> References: <43266751.7060508@xena.ipaustralia.gov.au> <4326FB75.7040409@bestpractical.com> <20050913235404.GT16876@bestpractical.com> <4327802B.3020406@xena.ipaustralia.gov.au> Message-ID: <43278B9B.3010602@xena.ipaustralia.gov.au> Carl Makin wrote: > >>> >>> Associated rt.log entry is: >>> [Mon Sep 12 18:42:07 2005] [warning]: Deep recursion on subroutine >>> "RT::ACE::_Value" at /usr/share/perl5/DBIx/SearchBuilder/Record.pm >>> line 425. >>> (/usr/share/request-tracker3.4/lib/RT.pm:277) >>> >> > I'm not seeing that particular message although everything else is the > same. Oops, should have kept looking. I'm seeing that message as well but it takes a while. Carl. From steve.rieger at tbwachiat.com Wed Sep 14 01:50:38 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Wed, 14 Sep 2005 01:50:38 -0400 Subject: [rt-users] I want to customize queue. In-Reply-To: <20050914103101.28D5.SHIN.IMAI@etimestech.jp> References: <20050905083827.GB4277@vagabond> <20050906165016.0B0A.SHIN.IMAI@etimestech.jp> <20050914103101.28D5.SHIN.IMAI@etimestech.jp> Message-ID: <43CBED17-8354-4BE4-B6D4-B91F5D1A4EE2@tbwachiat.com> nope -- Steve Rieger AIM chozrim ICQ 53956607 Cell 646 335 8915 steve.rieger at tbwachiat.com On Sep 13, 2005, at 9:36 PM, Shin Imai wrote: > Hi, > > I have been working on the issue but I can't figure it out yet. > I can, so far, manage to make subqueue menu but there are only same > contents in sub queue. > I want sub queue to be changed corresponding to what you choose in > main queue. > How can I make RT like that? > > Shin Imai > > On Tue, 06 Sep 2005 16:54:07 +0900 > Shin Imai wrote: > > >> I looked through the web site but I can't find the one I want yet. >> And I tried to figure it out myself but it is not working as I want. >> Is there any easy way to do that? >> >> Shin >> On Mon, 5 Sep 2005 10:38:27 +0200 >> Jan Hudec wrote: >> >> >>> On Mon, Sep 05, 2005 at 17:37:39 +0900, Shin Imai wrote: >>> >>>> Thanks for your reply. >>>> >>>> I thought so but I couldn't figure out how to do. >>>> Is there any good web site to look? >>>> >>> >>> Is the Wiki insufficient? (wiki.bestpractical.com) >>> >>> -- >>> Jan 'Bulb' Hudec >>> >> >> -- >> Shin Imai >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Buy your copy of our new book, RT Essentials, today! >> >> Download a free sample chapter from http://rtbook.bestpractical.com >> > > -- > Shin Imai > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > > > From steve.rieger at tbwachiat.com Wed Sep 14 01:55:03 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Wed, 14 Sep 2005 01:55:03 -0400 Subject: [rt-users] I want to customize queue. In-Reply-To: <43CBED17-8354-4BE4-B6D4-B91F5D1A4EE2@tbwachiat.com> References: <20050905083827.GB4277@vagabond> <20050906165016.0B0A.SHIN.IMAI@etimestech.jp> <20050914103101.28D5.SHIN.IMAI@etimestech.jp> <43CBED17-8354-4BE4-B6D4-B91F5D1A4EE2@tbwachiat.com> Message-ID: there is currently not the ability to have dynamic menues in RT, i did speak to Jesse about 4 months back and he did say that a few folks are interested, but as of yet nope On Sep 14, 2005, at 1:50 AM, Steve Rieger wrote: > nope > > -- > Steve Rieger > AIM chozrim > ICQ 53956607 > Cell 646 335 8915 > steve.rieger at tbwachiat.com > > > On Sep 13, 2005, at 9:36 PM, Shin Imai wrote: > > >> Hi, >> >> I have been working on the issue but I can't figure it out yet. >> I can, so far, manage to make subqueue menu but there are only >> same contents in sub queue. >> I want sub queue to be changed corresponding to what you choose in >> main queue. >> How can I make RT like that? >> >> Shin Imai >> >> On Tue, 06 Sep 2005 16:54:07 +0900 >> Shin Imai wrote: >> >> >> >>> I looked through the web site but I can't find the one I want yet. >>> And I tried to figure it out myself but it is not working as I want. >>> Is there any easy way to do that? >>> >>> Shin >>> On Mon, 5 Sep 2005 10:38:27 +0200 >>> Jan Hudec wrote: >>> >>> >>> >>>> On Mon, Sep 05, 2005 at 17:37:39 +0900, Shin Imai wrote: >>>> >>>> >>>>> Thanks for your reply. >>>>> >>>>> I thought so but I couldn't figure out how to do. >>>>> Is there any good web site to look? >>>>> >>>>> >>>> >>>> Is the Wiki insufficient? (wiki.bestpractical.com) >>>> >>>> -- >>>> Jan 'Bulb' Hudec >>>> >>>> >>> >>> -- >>> Shin Imai >>> >>> _______________________________________________ >>> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>> Buy your copy of our new book, RT Essentials, today! >>> >>> Download a free sample chapter from http://rtbook.bestpractical.com >>> >>> >> >> -- >> Shin Imai >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >> Buy your copy of our new book, RT Essentials, today! >> >> Download a free sample chapter from http://rtbook.bestpractical.com >> >> >> >> > > > > From rt-users at mjch.net Tue Sep 13 23:48:44 2005 From: rt-users at mjch.net (Malcolm Herbert) Date: Wed, 14 Sep 2005 13:48:44 +1000 Subject: [rt-users] email conversations ... Message-ID: <20050914034844.GU23650@sci.monash.edu.au> what do people do to try and prevent users from adding people as Cc:s to ticket emails when the recipients they add are already part of the ticket? ie, if I have raised a ticket with recipients A, B and C then send a message via RT, A will respond but will add B and C as Cc: addresses to their email, which means that B and C then get two copies of the email ... if they reply to the wrong one then it all falls apart. If RT were to add the names of all the recipients on the To: line but with the rt-correspond address as the email address this may be alleviated ... what do people think? -- Malcolm Herbert Computer Support Officer School of Geosciences Monash University ph 9905 4881 From todd at chaka.net Wed Sep 14 08:01:07 2005 From: todd at chaka.net (Todd Chapman) Date: Wed, 14 Sep 2005 08:01:07 -0400 Subject: [rt-users] I want to customize queue. In-Reply-To: <20050914103101.28D5.SHIN.IMAI@etimestech.jp> References: <20050905083827.GB4277@vagabond> <20050906165016.0B0A.SHIN.IMAI@etimestech.jp> <20050914103101.28D5.SHIN.IMAI@etimestech.jp> Message-ID: <20050914120107.GZ4670@chaka.net> To do this would require custom perl code. -Todd On Wed, Sep 14, 2005 at 10:36:26AM +0900, Shin Imai wrote: > Hi, > > I have been working on the issue but I can't figure it out yet. > I can, so far, manage to make subqueue menu but there are only same contents in sub queue. > I want sub queue to be changed corresponding to what you choose in main queue. > How can I make RT like that? > > Shin Imai > From sturner at MIT.EDU Wed Sep 14 10:13:35 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Wed, 14 Sep 2005 10:13:35 -0400 Subject: [rt-users] Oracle -> mysql export/import? Message-ID: <6.2.1.2.2.20050914101139.02f0a168@po14.mit.edu> Hello, Has anyone done any work on exporting data from an RT Oracle database (possibly for a subset of queues) and importing the data into an RT mysql database? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) From tdd at adci.ws Wed Sep 14 10:51:16 2005 From: tdd at adci.ws (Thomas Doxtater) Date: Wed, 14 Sep 2005 09:51:16 -0500 Subject: [rt-users] Email autoresponse Message-ID: <91D52AB353B5F546B387A4830805E22A0CAF22@ldsv01.adci.local> Hey all, I've been trying to get my rt (3.4.0 win) to send the autoresponses, with no luck. I used the pre-packaged installer listed in the windows install guide, and I've got rt checking emails and making new tickets, but when I type a response and update the ticket, nothing goes out. Nor does anyone receive the autoresponse that RT created ticket XX for them. Any ideas? I'm using pop3 checking for fetchmail to an exchange 2003 server. Also, has anyone tried to update the pre-packaged windows version? Any help with that would be appreciated as well. TIA, Thomas Doxtater Manager of IT Architectural Design Consultants, Inc. 30 Wisconsin Dells Parkway, P.O. Box 580 Lake Delton, WI 53940 Phone: (608) 254-6181 Fax: (608) 254-2139 Email: tdd at adci.ws Web site: www.adci.ws From Tim.Mahoney at magicorp.com Wed Sep 14 10:56:05 2005 From: Tim.Mahoney at magicorp.com (Mahoney, Tim) Date: Wed, 14 Sep 2005 09:56:05 -0500 Subject: [rt-users] Email autoresponse Message-ID: The problem I found was the outbound configuration. I'm trying to remember exactly how I fixed it. One big question is how the outbound emails are going? Are they being handled by an SMTP server on the RT server, or are they being sent back through Exg2K3? I'm working on building a testbed right now to test different upgrade paths. I've got a full load of Cygwin running, so I might be able to perform the make upgrade and have it work, I'm hoping... -----Original Message----- From: Thomas Doxtater [mailto:tdd at adci.ws] Sent: Wednesday, September 14, 2005 9:51 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Email autoresponse Hey all, I've been trying to get my rt (3.4.0 win) to send the autoresponses, with no luck. I used the pre-packaged installer listed in the windows install guide, and I've got rt checking emails and making new tickets, but when I type a response and update the ticket, nothing goes out. Nor does anyone receive the autoresponse that RT created ticket XX for them. Any ideas? I'm using pop3 checking for fetchmail to an exchange 2003 server. Also, has anyone tried to update the pre-packaged windows version? Any help with that would be appreciated as well. TIA, Thomas Doxtater Manager of IT Architectural Design Consultants, Inc. 30 Wisconsin Dells Parkway, P.O. Box 580 Lake Delton, WI 53940 Phone: (608) 254-6181 Fax: (608) 254-2139 Email: tdd at adci.ws Web site: www.adci.ws _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Sep 14 11:29:11 2005 From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya) Date: Wed, 14 Sep 2005 10:29:11 -0500 Subject: [rt-users] Table of Contents for RT Essentials? Message-ID: Hi all, Is there Table of Contents of RT Essentials present online? Regards, 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@MUD On Behalf Of Stephen Turner Sent: Wednesday, September 14, 2005 9:14 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Oracle -> mysql export/import? Hello, Has anyone done any work on exporting data from an RT Oracle database (possibly for a subset of queues) and importing the data into an RT mysql database? Thanks, Steve Stephen Turner Senior Programmer/Analyst - Client Support Services MIT Information Services and Technology (IS&T) _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com 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 Joerg.Ungermann at web.de Wed Sep 14 11:49:16 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Wed, 14 Sep 2005 17:49:16 +0200 Subject: [rt-users] Very Urgent: RT - HINT: The server's LC_CTYPE locale is probably incompatible with the database encoding. Message-ID: <790072582@web.de> "J?rg Ungermann" schrieb am 14.09.05 17:19:20: > We have a new System running on Debain Sarge and Postgres 8. > It worked fine but now quit running. > It does not log in users . > Apache log hs the following entries: > RT::Handle=HASH(0x8701228) couldn't execute the query 'SELECT * FROM Users WHERE LOWER(Name) = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > DBD::Pg::st execute failed: ERROR: invalid multibyte character for locale > HINT: The server's LC_CTYPE locale is probably incompatible with the database encoding. > RT::Handle=HASH(0x8701228) couldn't execute the query 'SELECT * FROM Users WHERE LOWER(Name) = ?' at /usr/share/perl5/DBIx/SearchBuilder/Handle.pm line 494. > [Wed Sep 14 14:49:20 2005] [crit]: Couldn't create a ticket: Internet Fehler: Couldn't execute the query 'INSERT INTO Tickets (Status, Queue, Started, Type, InitialPriority, Starts, LastUpdated, Subject, FinalPriority, Creator, Owner, LastUpdatedBy, Resolved, Created, Priority, Due) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)'ERROR: null value in column "owner" violates not-null constraint > (/usr/share/request-tracker3.4/lib/RT/Ticket_Overlay.pm:590) > [Wed Sep 14 14:49:20 2005] [error]: WebRT: Anfrage konnte aufgrund eines internen Fehlers nicht angelegt werden () (/usr/local/share/request-tracker3.4/html/Elements/Error:76) > DBD::Pg::st execute failed: ERROR: invalid multibyte character for locale > HINT: The server's LC_CTYPE locale is probably incompatible with the database encoding. > > Any suggestions? > > Kinf regards > > J?rg Ungermann __________________________________________________________________________ Erweitern Sie FreeMail zu einem noch leistungsst?rkeren E-Mail-Postfach! Mehr Infos unter http://freemail.web.de/home/landingpad/?mc=021131 From scottf at eacceleration.com Wed Sep 14 13:17:03 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Wed, 14 Sep 2005 10:17:03 -0700 Subject: [rt-users] Making '10 newest unowned' less than global. Message-ID: <1126718223.9361.15.camel@scottf.site> So far, no responses. Unfortunately, this is kind of a showstopper for adding different departments into our RT install. It looks to me like the whole thing hinges on /opt/rt3/share/html/Elements/MyRequests. The query in there: my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; needs to have some sort of conditional added into it along the lines of AND( somethingGoesInHere ->CurrentUserHasRight('SeeQueue')) Otherwise it just grabs the first 10 results and /opt/rt3/share/html/Ticket/Display.html decides if you will get to see any of the tickets. There may be some way to get the conditional part in there by using a nested query, but I am not enough of a MySQL whiz to get that to work so far. I don't see anything in MyRequests to check the current user, although it may be part of a larger include, but that would seem to be crucial to getting the conditional to work. The other option seems to be to write a new version of MyRequests and then get it to integrate with the rest of RT. Scott >Scott McDermott wrote->------ Did you ever get any responses on this? -- -- Scott McDermott -- Network & Systems Administrator -- King County Library System -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Scott Frisbie Sent: Thursday, September 08, 2005 17:34 To: rt-users at lists.bestpractical.com Subject: [rt-users] Making '10 newest unowned' less than global. Our IT Dept has been having good success with RT, so much so that some of our other departments want to be able to get in on the action. While working the first of these other departments into the fold, I set all the permissions/access so that neither group sees the other group's tickets. However, the '10 newest unowned tickets' does a global count. If the one group has 4 tickets, the other group only sees the 6 tickets that belong to their group in the 'top 10' list. As one of the groups tends to get tickets in bunches, it hides all the tickets for the other group. Other than changing the 'top 10' to a 'top 20 or 30', I'm not sure if there's a way to have that list show the 'top 10' that a particular user is allowed to see rather than a global top 10. I figure that with RT, there just *has* to be a way to do this with some sort of overlay. -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com eAcceleration Corp 1050 NE Hostmark Street 100B Poulsbo, WA 98370 USA -- "Traveling through hyperspace ain't like dusting crops, boy. Without precise calculations, we'd fly right through a star, or bounce too close to a supernova, and that would end your trip real quick, wouldn't it?" ? Han Solo -- IT Dept -360-598-2855 ext 3202 cell - 360-772-3881/h-cell360-286-4530 icq - 245113995 From weqaar at yahoo.com Wed Sep 14 13:32:35 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 14 Sep 2005 10:32:35 -0700 (PDT) Subject: [rt-users] package name for Global symbol "$UserObj" Message-ID: <20050914173236.5391.qmail@web54406.mail.yahoo.com> Hi - I'm trying to modify html/Ticket/Create.html such that the Owner by default is the one creating the ticket, i.e.: <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||$RT::Nobody->Id, DefaultValue => 0 &> is replaced by: <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $UserObj->Id, DefaultValue => 0 &> This gives me an error saying $UserObj needs a package name, any help? any other way to do that? Thanks. __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com From barnesaw at ucrwcu.rwc.uc.edu Wed Sep 14 13:35:03 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 14 Sep 2005 13:35:03 -0400 Subject: [rt-users] Making '10 newest unowned' less than global. In-Reply-To: <1126718223.9361.15.camel@scottf.site> References: <1126718223.9361.15.camel@scottf.site> Message-ID: <43285F47.90102@ucrwcu.rwc.uc.edu> I had, at one point, written something which would make a "10 Newest Unowned" for each queue that a person had rights to see. If I am able to dig it up, I will post it to the list. DB Scott Frisbie wrote: >So far, no responses. Unfortunately, this is kind of a showstopper for >adding different departments into our RT install. It looks to me like >the whole thing hinges on /opt/rt3/share/html/Elements/MyRequests. >The query in there: > >my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; > >needs to have some sort of conditional added into it along the lines of > >AND( somethingGoesInHere ->CurrentUserHasRight('SeeQueue')) > >Otherwise it just grabs the first 10 results and >/opt/rt3/share/html/Ticket/Display.html decides if you will get to see >any of the tickets. > >There may be some way to get the conditional part in there by using a >nested query, but I am not enough of a MySQL whiz to get that to work so >far. I don't see anything in MyRequests to check the current user, >although it may be part of a larger include, but that would seem to be >crucial to getting the conditional to work. > >The other option seems to be to write a new version of MyRequests and >then get it to integrate with the rest of RT. >Scott > > > > >>Scott McDermott wrote->------ >> >> > >Did you ever get any responses on this? > > > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From harrison at itrd.gov Wed Sep 14 13:39:26 2005 From: harrison at itrd.gov (Harrison, William ) Date: Wed, 14 Sep 2005 13:39:26 -0400 Subject: [rt-users] package name for Global symbol "$UserObj" Message-ID: <01A46D03C041D64798A18E5A14947AC31101DF@NCOEXCHANGE.itrd.gov> Is the issue wanting to see the top 10 that the user has rights to see, or making sure the user cannot see tickets they don't have rights to see? If its the later, modify the display template to not include the top ten. Quick fix. -----Original Message----- From: Weqaar Janjua [mailto:weqaar at yahoo.com] Sent: Wednesday, September 14, 2005 1:33 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] package name for Global symbol "$UserObj" Hi - I'm trying to modify html/Ticket/Create.html such that the Owner by default is the one creating the ticket, i.e.: <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $ARGS{Owner}||$RT::Nobody->Id, DefaultValue => 0 &> is replaced by: <& /Elements/SelectOwner, Name => "Owner", QueueObj => $QueueObj, Default => $UserObj->Id, DefaultValue => 0 &> This gives me an error saying $UserObj needs a package name, any help? any other way to do that? Thanks. __________________________________ 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 jjesse at ftpb.com Wed Sep 14 13:32:08 2005 From: jjesse at ftpb.com (Jonathan Jesse) Date: Wed, 14 Sep 2005 13:32:08 -0400 Subject: [rt-users] Problems w/ Statistics and graphs Message-ID: I using RT 3.4.1 and the Statistics patch and am having problems with some of the graphs. I would like to a history and then a graph of the data not including weekends. Not matter if select see weekends or unselect it I see weekends. Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From de5-list-rt-users at sws5.ornl.gov Wed Sep 14 13:46:56 2005 From: de5-list-rt-users at sws5.ornl.gov (Dave Sill) Date: Wed, 14 Sep 2005 13:46:56 -0400 Subject: [rt-users] Authentication In-Reply-To: <6.2.1.2.2.20050831150019.02fd1d58@po14.mit.edu> (Stephen Turner's message of "Wed, 31 Aug 2005 15:02:51 -0400") References: <17173.61872.575207.407932@sws5.ornl.gov> <6.2.1.2.2.20050831150019.02fd1d58@po14.mit.edu> Message-ID: Is there any way to tie RT accounts to system accounts? I'd prefer not to have to issue and maintain RT passwords. Ideally I'd like to be able to create an RT user and click an "Authenticate using PAM" button like I can with RHN. Less ideal but still workable would be to run a script that extracts password hashes from /etc/shadow and plugs them into RT somehow. Right now I don't see any alternative to generating RT-specific passwords and distributing them to users. -Dave From kfh at mqsoftware.com Wed Sep 14 13:47:04 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 14 Sep 2005 12:47:04 -0500 Subject: [rt-users] Problems w/ Statistics and graphs Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA680@mailservermn.mqsoftware.com> Unfortunately, the "See Weekends" feature is broken in all versions of the Statistics add in (at least all that I'm aware of). I have it fixed in the version currently under development, but that probably won't see the light of day for another month or so (longer if I don't get to spend a fair amount of time on it). -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Jonathan Jesse Sent: Wednesday, September 14, 2005 12:32 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Problems w/ Statistics and graphs I using RT 3.4.1 and the Statistics patch and am having problems with some of the graphs. I would like to a history and then a graph of the data not including weekends. Not matter if select see weekends or unselect it I see weekends. Any help would be appreciated. -------------- next part -------------- An HTML attachment was scrubbed... URL: From apowers at digipen.edu Wed Sep 14 13:33:57 2005 From: apowers at digipen.edu (Atom Powers) Date: Wed, 14 Sep 2005 10:33:57 -0700 Subject: [rt-users] Authentication In-Reply-To: References: <17173.61872.575207.407932@sws5.ornl.gov> <6.2.1.2.2.20050831150019.02fd1d58@po14.mit.edu> Message-ID: <43285F05.7090106@digipen.edu> Dave Sill wrote: >Is there any way to tie RT accounts to system accounts? I'd prefer not >to have to issue and maintain RT passwords. Ideally I'd like to be >able to create an RT user and click an "Authenticate using PAM" button >like I can with RHN. Less ideal but still workable would be to run a >script that extracts password hashes from /etc/shadow and plugs them >into RT somehow. > >Right now I don't see any alternative to generating RT-specific >passwords and distributing them to users. > >-Dave >_________ > I use Apache's auth_pam; there is also an ldap plugin. -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Systems Administrator DigiPen Institute of Technology (425) 895-4443 From de5-list-rt-users at sws5.ornl.gov Wed Sep 14 13:56:08 2005 From: de5-list-rt-users at sws5.ornl.gov (Dave Sill) Date: Wed, 14 Sep 2005 13:56:08 -0400 Subject: [rt-users] Authentication In-Reply-To: <43285F05.7090106@digipen.edu> (Atom Powers's message of "Wed, 14 Sep 2005 10:33:57 -0700") References: <43285F05.7090106@digipen.edu> Message-ID: Atom Powers writes: > I use Apache's auth_pam; there is also an ldap plugin. OK... So how does one make auth_pam work with RT? -Dave From apowers at digipen.edu Wed Sep 14 13:48:30 2005 From: apowers at digipen.edu (Atom Powers) Date: Wed, 14 Sep 2005 10:48:30 -0700 Subject: [rt-users] Authentication In-Reply-To: References: <43285F05.7090106@digipen.edu> Message-ID: <4328626E.3010205@digipen.edu> Dave Sill wrote: >OK... So how does one make auth_pam work with RT? > >-Dave > > You should be able to piece it together from the docos on the RT Wiki, but to save you some trouble, and because the relevant sections of the wiki can be confusing, here is what I did on FreeBSD 5.4. I'm using FastCGI, because I'm running Apache 2. Here is the relevant section of my httpd.conf -- # # Request Tracker Web Interface Settings # DocumentRoot "/usr/local/rt3/share/html/" FastCgiIpcDir /tmp FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 60 -processes 5 AddHandler fastcgi-script fcgi fcgi fgi AddDefaultCharset UTF-8 SetHandler fastcgi-script AuthType Basic AuthName "Domain" AuthPAM_Enabled on require valid-user Order deny,allow AllowOverride All Options ExecCGI FollowSymLinks # For No-Auth testing (comment above Auth ) # Order allow,deny # Allow from All Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ SetHandler default-handler ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ Alias /NoAuth/ /usr/local/rt3/share/html/NoAuth/ satisfy any allow from all Alias /REST/1.0/NoAuth/ /usr/local/rt3/share/html/REST/1.0/NoAuth/ satisfy any allow from all -- You may also have to tell PAM what to do about Apache. Here is my /etc/pam.d/httpd file: -- # auth auth required pam_nologin.so no_warn auth sufficient /usr/local/lib/pam_ldap.so auth sufficient pam_opie.so no_warn no_fake_prompts auth requisite pam_opieaccess.so no_warn allow_local auth required pam_unix.so no_warn try_first_pass # account account sufficient /usr/local/lib/pam_ldap.so account required pam_login_access.so account required pam_unix.so # session session required pam_permit.so # password password required pam_unix.so no_warn try_first_pass -- Perfection is just a word I use occasionally with mustard. --Atom Powers-- Systems Administrator DigiPen Institute of Technology (425) 895-4443 From weqaar at yahoo.com Wed Sep 14 14:39:14 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 14 Sep 2005 11:39:14 -0700 (PDT) Subject: [rt-users] package name for Global symbol "$UserObj" In-Reply-To: <01A46D03C041D64798A18E5A14947AC31101DF@NCOEXCHANGE.itrd.gov> Message-ID: <20050914183914.35451.qmail@web54405.mail.yahoo.com> I have two queues and different users can create tickets in both the queues, by default the tickets are created with the ownership of the person who creates it. Now I don't want users who do not own the ticket to even see it, the problem is they have the 'showTicket' rights in the queue, how would I restrict non-ticket-creaters from seeing the ticket? Thanks. --- "Harrison, William " wrote: > > Is the issue wanting to see the top 10 that the user > has rights to see, or making sure the user cannot > see tickets they don't have rights to see? > > If its the later, modify the display template to not > include the top ten. Quick fix. > > > > -----Original Message----- > From: Weqaar Janjua [mailto:weqaar at yahoo.com] > Sent: Wednesday, September 14, 2005 1:33 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] package name for Global symbol > "$UserObj" > > > Hi - I'm trying to modify html/Ticket/Create.html > such > that the Owner by default is the one creating the > ticket, i.e.: > > <& /Elements/SelectOwner, Name => "Owner", QueueObj > => > $QueueObj, Default => $ARGS{Owner}||$RT::Nobody->Id, > DefaultValue => 0 &> > > is replaced by: > > <& /Elements/SelectOwner, Name => "Owner", QueueObj > => > $QueueObj, Default => $UserObj->Id, DefaultValue => > 0 > &> > > This gives me an error saying $UserObj needs a > package > name, any help? any other way to do that? > > Thanks. > > > > __________________________________ > Yahoo! Mail - PC Magazine Editors' Choice 2005 > http://mail.yahoo.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at > http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > > Download a free sample chapter from > http://rtbook.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at > http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from > http://rtbook.bestpractical.com > __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com From weqaar at yahoo.com Wed Sep 14 14:41:00 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 14 Sep 2005 11:41:00 -0700 (PDT) Subject: [rt-users] package name for Global symbol "$UserObj" In-Reply-To: <589c944005091410381deb0172@mail.gmail.com> Message-ID: <20050914184100.35959.qmail@web54404.mail.yahoo.com> Thanks Ruslan, I defined teh following line and deleted the default one, it worked: -Weqaar --- Ruslan Zakirov wrote: > See > http://wiki.bestpractical.com/index.cgi?GlobalObjects > you need $session{'CurrentUser'}->id > > On 9/14/05, Weqaar Janjua wrote: > > Hi - I'm trying to modify html/Ticket/Create.html > such > > that the Owner by default is the one creating the > > ticket, i.e.: > > > > <& /Elements/SelectOwner, Name => "Owner", > QueueObj => > > $QueueObj, Default => > $ARGS{Owner}||$RT::Nobody->Id, > > DefaultValue => 0 &> > > > > is replaced by: > > > > <& /Elements/SelectOwner, Name => "Owner", > QueueObj => > > $QueueObj, Default => $UserObj->Id, DefaultValue > => 0 > > &> > > > > This gives me an error saying $UserObj needs a > package > > name, any help? any other way to do that? > > > > Thanks. > > > > > > > > __________________________________ > > Yahoo! Mail - PC Magazine Editors' Choice 2005 > > http://mail.yahoo.com > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at > http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, > today! > > > > Download a free sample chapter from > http://rtbook.bestpractical.com > > > > > -- > Best regards, Ruslan. > __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com From weqaar at yahoo.com Wed Sep 14 15:09:46 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 14 Sep 2005 12:09:46 -0700 (PDT) Subject: [rt-users] package name for Global symbol "$UserObj" In-Reply-To: <589c9440050914114477dfddd1@mail.gmail.com> Message-ID: <20050914190946.87129.qmail@web54413.mail.yahoo.com> I did but other users still see the tickets they do not own! --- Ruslan Zakirov wrote: > Move right from all users to Requestor queue role. > > On 9/14/05, Weqaar Janjua wrote: > > I have two queues and different users can create > > tickets in both the queues, by default the tickets > are > > created with the ownership of the person who > creates > > it. Now I don't want users who do not own the > ticket > > to even see it, the problem is they have the > > 'showTicket' rights in the queue, how would I > restrict > > non-ticket-creaters from seeing the ticket? > > Thanks. > > > > --- "Harrison, William " > wrote: > > > > > > > > Is the issue wanting to see the top 10 that the > user > > > has rights to see, or making sure the user > cannot > > > see tickets they don't have rights to see? > > > > > > If its the later, modify the display template to > not > > > include the top ten. Quick fix. > > > > > > > > > > > > -----Original Message----- > > > From: Weqaar Janjua [mailto:weqaar at yahoo.com] > > > Sent: Wednesday, September 14, 2005 1:33 PM > > > To: rt-users at lists.bestpractical.com > > > Subject: [rt-users] package name for Global > symbol > > > "$UserObj" > > > > > > > > > Hi - I'm trying to modify > html/Ticket/Create.html > > > such > > > that the Owner by default is the one creating > the > > > ticket, i.e.: > > > > > > <& /Elements/SelectOwner, Name => "Owner", > QueueObj > > > => > > > $QueueObj, Default => > $ARGS{Owner}||$RT::Nobody->Id, > > > DefaultValue => 0 &> > > > > > > is replaced by: > > > > > > <& /Elements/SelectOwner, Name => "Owner", > QueueObj > > > => > > > $QueueObj, Default => $UserObj->Id, DefaultValue > => > > > 0 > > > &> > > > > > > This gives me an error saying $UserObj needs a > > > package > > > name, any help? any other way to do that? > > > > > > Thanks. > > > > > > > > > > > > __________________________________ > > > 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 > > > _______________________________________________ > > > > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at > > > http://wiki.bestpractical.com > > > > > > Buy your copy of our new book, RT Essentials, > today! > > > > > > Download a free sample chapter from > > > http://rtbook.bestpractical.com > > > > > > > > > > > > > __________________________________ > > 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 > > > > > -- > Best regards, Ruslan. > __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com From weqaar at yahoo.com Wed Sep 14 15:38:34 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 14 Sep 2005 12:38:34 -0700 (PDT) Subject: [rt-users] Users main Display - restricting non-superusers Message-ID: <20050914193834.1992.qmail@web54412.mail.yahoo.com> How would I restrict Users (non-superuser) to view only tickets they requested when they log-in? and view nothing else! Thanks. __________________________________ Yahoo! Mail - PC Magazine Editors' Choice 2005 http://mail.yahoo.com From weqaar at yahoo.com Wed Sep 14 16:34:08 2005 From: weqaar at yahoo.com (Weqaar Janjua) Date: Wed, 14 Sep 2005 13:34:08 -0700 (PDT) Subject: [rt-users] Users main Display - restricting non-superusers In-Reply-To: <43287934.1080206@digipen.edu> Message-ID: <20050914203408.40289.qmail@web54407.mail.yahoo.com> Thanks it works but now the problem is admin interface, I want admin to see all tickets, in html/index.html I commented out: %# <& /Elements/MyTickets &> now the admin can't even see owned tickets(by default all tickets created are owned by admin). How would have something in code like if the current session-user is admin then display MyTickets, e.g: if ( $session{CurrentUser}->Name == "admin" ) { <& /Elements/MyTickets &> } Thanks, Weqaar --- Atom Powers wrote: > Weqaar Janjua wrote: > > >How would I restrict Users (non-superuser) to view > >only tickets they requested when they log-in? and > view > >nothing else! > >Thanks. > > > > > I put a page on the wiki last week explaining how I > did this. > Look for Automatic Redirect to SelfService. > > -- > Perfection is just a word I use occasionally with > mustard. > --Atom Powers-- > Systems Administrator > DigiPen Institute of Technology > (425) 895-4443 > > ______________________________________________________ Yahoo! for Good Donate to the Hurricane Katrina relief effort. http://store.yahoo.com/redcross-donate3/ From les at futuresource.com Wed Sep 14 16:38:04 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 14 Sep 2005 15:38:04 -0500 Subject: [rt-users] Authentication In-Reply-To: References: <43285F05.7090106@digipen.edu> Message-ID: <1126730283.20111.168.camel@moola.futuresource.com> On Wed, 2005-09-14 at 12:56, Dave Sill wrote: > Atom Powers writes: > > > I use Apache's auth_pam; there is also an ldap plugin. > > OK... So how does one make auth_pam work with RT? You have to build mod_auth_pam yourself if your distribution doesn't include it and follow it's directions for putting the loadmodule statement into httpd.conf. Then you configure apache for basic authentication and put something like: #%PAM-1.0 auth required pam_stack.so service=system-auth account required pam_permit.so in /etc/pam.d/httpd (the system-auth is a RedHat concept to use everything you set with authconfig, and pam_permit on the account lets you use a remote authentication method (like NT domain) for people without local accounts. You also have to make /etc/shadow readable by the apache group if you are using it. That's probably a bad idea security-wise and perhaps why it isn't included in the distribution. -- Les Mikesell les at futuresource.com From kfh at mqsoftware.com Wed Sep 14 16:50:24 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Wed, 14 Sep 2005 15:50:24 -0500 Subject: [rt-users] Patch for CollectionAsTable/Row Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA68A@mailservermn.mqsoftware.com> While working on the Statistics stuff, I noticed that although Elements/CollectionAsTable/ParseFormat will accept formats with STYLE specified, Elements/CollectionAsTable/Row ignores the specified value, even though it handles the ALIGN tag. Attached is a unified diff adding support for STYLE. Note that Row also ignores CLASS, probably because it's putting out it's own class. I didn't change that, but it seems simple if it's desired.... --- share/html/Elements/CollectionAsTable/Row 2005-04-17 20:45:00.000000000 -0500 +++ local/html/Elements/CollectionAsTable/Row 2005-09-14 15:43:40.000000000 -0500 @@ -71,6 +71,7 @@ $item++; $m->out('out( 'align="' . $column->{align} . '"' ) if ( $column->{align} ); + $m->out( 'style="' . $column->{style} . '"' ) if ( $column->{style} ); $m->out('>'); foreach my $subcol ( @{ $column->{output} } ) { if ( $subcol =~ /^__(.*?)__$/o ) { -- Kelly F. Hickel Senior Software Architect MQSoftware, Inc 952.345.8677 kfh at mqsoftware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From amyers at doubleclick.net Wed Sep 14 18:28:04 2005 From: amyers at doubleclick.net (Myers, Adam) Date: Wed, 14 Sep 2005 16:28:04 -0600 Subject: [rt-users] Hardware and Usage Message-ID: <205D20196806AE41A9D8A9E982659E27013BB903@THN-EXCLS2.dc1.doubleclick.corp> My company is replacing our current tracking system with RT. There will be a high volume of activity that RT needs to handle. Our estimations on usage are as follows: ~50 queues (only a few visible to each users depending on permissions) ~600 total users (concurrent users is around 200-250 max) ~1000 tickets per day (max number) The production hardware specs are as follows: + Solaris 10 x86 (fully spec'd) + 2- Ultra SPARC3 processors + ~8GB RAM + 2- 72GB high speed mirrored drives + Oracle DB on separate server + Latest versions of everything else Is RT compatible with this hardware configuration? I've seen the articles on Sun's BigAdmin site but they are somewhat old. The usage is a concern but should be able to handle it right? Some departments will live and die by RT so it needs to be a concrete installation on the right hardware. Thanks in advance! Adam Myers Software Engineer Abacus 11101 W 120th Avenue Broomfield, CO 80021 Phone: 303-410-5476 email: amyers at doubleclick.net . www.doubleclick.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From russj at dimstar.net Wed Sep 14 18:55:34 2005 From: russj at dimstar.net (Russ Johnson) Date: Wed, 14 Sep 2005 15:55:34 -0700 Subject: [rt-users] Hardware and Usage In-Reply-To: <205D20196806AE41A9D8A9E982659E27013BB903@THN-EXCLS2.dc1.doubleclick.corp> References: <205D20196806AE41A9D8A9E982659E27013BB903@THN-EXCLS2.dc1.doubleclick.corp> Message-ID: <4328AA66.40805@dimstar.net> Myers, Adam wrote: > The production hardware specs are as follows: > + Solaris 10 x86 (fully spec'd) > + 2- Ultra SPARC3 processors Um, Solaris 10 x86 on Sparc hardware? From ruslan.zakirov at gmail.com Wed Sep 14 14:44:52 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 14 Sep 2005 22:44:52 +0400 Subject: [rt-users] package name for Global symbol "$UserObj" In-Reply-To: <20050914183914.35451.qmail@web54405.mail.yahoo.com> References: <01A46D03C041D64798A18E5A14947AC31101DF@NCOEXCHANGE.itrd.gov> <20050914183914.35451.qmail@web54405.mail.yahoo.com> Message-ID: <589c9440050914114477dfddd1@mail.gmail.com> Move right from all users to Requestor queue role. On 9/14/05, Weqaar Janjua wrote: > I have two queues and different users can create > tickets in both the queues, by default the tickets are > created with the ownership of the person who creates > it. Now I don't want users who do not own the ticket > to even see it, the problem is they have the > 'showTicket' rights in the queue, how would I restrict > non-ticket-creaters from seeing the ticket? > Thanks. > > --- "Harrison, William " wrote: > > > > > Is the issue wanting to see the top 10 that the user > > has rights to see, or making sure the user cannot > > see tickets they don't have rights to see? > > > > If its the later, modify the display template to not > > include the top ten. Quick fix. > > > > > > > > -----Original Message----- > > From: Weqaar Janjua [mailto:weqaar at yahoo.com] > > Sent: Wednesday, September 14, 2005 1:33 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] package name for Global symbol > > "$UserObj" > > > > > > Hi - I'm trying to modify html/Ticket/Create.html > > such > > that the Owner by default is the one creating the > > ticket, i.e.: > > > > <& /Elements/SelectOwner, Name => "Owner", QueueObj > > => > > $QueueObj, Default => $ARGS{Owner}||$RT::Nobody->Id, > > DefaultValue => 0 &> > > > > is replaced by: > > > > <& /Elements/SelectOwner, Name => "Owner", QueueObj > > => > > $QueueObj, Default => $UserObj->Id, DefaultValue => > > 0 > > &> > > > > This gives me an error saying $UserObj needs a > > package > > name, any help? any other way to do that? > > > > Thanks. > > > > > > > > __________________________________ > > 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 > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at > > http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from > > http://rtbook.bestpractical.com > > > > > > > __________________________________ > 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 > -- Best regards, Ruslan. From jmhanks1373 at hotmail.com Wed Sep 14 19:32:47 2005 From: jmhanks1373 at hotmail.com (Jared Hanks) Date: Wed, 14 Sep 2005 16:32:47 -0700 Subject: [rt-users] ExtractCustomFields for non-custom fields? In-Reply-To: <4328626E.3010205@digipen.edu> Message-ID: Has anyone been able to use ExtractCustomField add-on to update non-custom fields? For instance, extract something from an email to update Time Worked. i.e. Set time worked by having "TimeWorked=10" in an email, or set the owner by "Owner=JohnDoe at domain.com". Any help would greatly be appreciated. Thanks, Jared _________________________________________________________________ On the road to retirement? Check out MSN Life Events for advice on how to get there! http://lifeevents.msn.com/category.aspx?cid=Retirement From bruno.mattarollo at gmail.com Wed Sep 14 20:26:02 2005 From: bruno.mattarollo at gmail.com (Bruno Mattarollo) Date: Thu, 15 Sep 2005 09:56:02 +0930 Subject: [rt-users] Re: Getting Group memberships In-Reply-To: References: Message-ID: Just replying to myself to see if someone had an idea ... the logic would be something like: Fetch Group Memberships from current user Get queues over which these Groups have "SeeQueue" rights Count the Tickets on those Queues only So the question is: 1. How do I get the Groups from which the current user is a member of? I am not an expert in RT so sorry about asking this ... might easy to reply for some of the experts in the list ... :) Cheers /B On 9/8/05, Bruno Mattarollo wrote: > Hello, > > We have an RT instance where we've added some other "views" to the > index page so that our users can view how many tickets exist that have > been "taken" but don't belong to them and things like that. > > We now have different groups using RT I want to create the query for > those "views" so that we display only the tickets that belong to the > groups the user that's currently logged in is a member of. To explain > it a bit, we have one of those boxes that display the "Newest 20 > tickets owned by someone else" but at the moment since some tickets > are created in other queues which I am not a member of, the query is > not correct: > > --- start snippet --- > > <&|/Elements/TitleBox, > title => loc("[_1] newest tickets owned by someone else", $rows), > title_href => "Search/Results.html".$QueryString &> > <& /Elements/TicketList, > Format => "' href=\"$RT::WebPath/Ticket/Display.html?id=__id__\">__id__/TITLE:#', > '__Subject__/TITLE:Subject', > QueueName, ExtendedStatus, CreatedRelative, OwnerName, ' HREF=\"$RT::WebPath/Ticket/Display.html?Action=Steal&id=__id__\">".loc('Steal')."/TITLE: ' > ", > Query => $Query, > OrderBy => 'Created', > Order => 'DESC', > ShowNavigation => 0, > Rows => $rows > &> > > <%init> > my $rows = 10; > > my $Query = "Owner != 'Nobody' AND Owner != > '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = > 'open' OR Status = 'stalled' )"; > > --- end snippet --- > > I would like to add to this something that would restrict the count to > the queues that the Group the user is a member of has right over. We > assign the privileges to the Groups rather than the individuals, makes > it easier to administer when you have 80+ users. > > Any suggestions? > > Cheers > > /B > > -- > Bruno Mattarollo > Currently in: Sydney, Australia > -- Bruno Mattarollo Currently in: Sydney, Australia From ruslan.zakirov at gmail.com Wed Sep 14 21:00:26 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 15 Sep 2005 05:00:26 +0400 Subject: [rt-users] ExtractCustomFields for non-custom fields? In-Reply-To: References: <4328626E.3010205@digipen.edu> Message-ID: <589c94400509141800600d2552@mail.gmail.com> http://wiki.bestpractical.com/index.cgi?SetTicketPropertiesViaMail ? On 9/15/05, Jared Hanks wrote: > Has anyone been able to use ExtractCustomField add-on to update non-custom > fields? For instance, extract something from an email to update Time > Worked. i.e. Set time worked by having "TimeWorked=10" in an email, or set > the owner by "Owner=JohnDoe at domain.com". > > Any help would greatly be appreciated. > > Thanks, > Jared > > _________________________________________________________________ > On the road to retirement? Check out MSN Life Events for advice on how to > get there! http://lifeevents.msn.com/category.aspx?cid=Retirement > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ptrstr at gmail.com Wed Sep 14 22:27:27 2005 From: ptrstr at gmail.com (Peter Struijk) Date: Wed, 14 Sep 2005 19:27:27 -0700 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang In-Reply-To: <4327802B.3020406@xena.ipaustralia.gov.au> References: <43266751.7060508@xena.ipaustralia.gov.au> <4326FB75.7040409@bestpractical.com> <20050913235404.GT16876@bestpractical.com> <4327802B.3020406@xena.ipaustralia.gov.au> Message-ID: Hi Carl, This simple change, courtesy Jesse, solved the "RT hanging" issue for me. I don't use fastcgi. Your mileage may vary. In ACE_Overlay.pm, find sub Object { my $self = shift; my $appliesto_obj; if ($self->__Value('ObjectType') && $OBJECT_TYPES{$self->__Value( 'ObjectType')} ) { $appliesto_obj = $self->__Value('ObjectType')->new($self->CurrentUser); unless (ref( $appliesto_obj) eq $self->__Value('ObjectType')) { return undef; } $appliesto_obj->Load( $self->__Value('ObjectId') ); return ($appliesto_obj); } else { $RT::Logger->warning( "$self -> Object called for an object " . "of an unknown type:" . $self->ObjectType ); return (undef); } } remove: $RT::Logger->warning( "$self -> Object called for an object " . "of an unknown type:" . $self->ObjectType ); On 9/13/05, Carl Makin wrote: > > Hi Jesse, Peter, > > Jesse Vincent wrote: > > >Peter wrote... > > > > > >>Easiest way to reproduce: Toggle "Let this user be granted rights". > >>Some other administrative tasks also cause it to hang. > >> > >>Symptoms: Apache child process is using all cpu, slowly eating all > memory. > >> > >>Associated rt.log entry is: > >>[Mon Sep 12 18:42:07 2005] [warning]: Deep recursion on subroutine > >>"RT::ACE::_Value" at /usr/share/perl5/DBIx/SearchBuilder/Record.pm line > 425. > >>(/usr/share/request-tracker3.4/lib/RT.pm:277) > >> > >> > I'm not seeing that particular message although everything else is the > same. > > MySQL was showing heavy traffic but a light load and RT seemed to be > executing the following query in a tight loop; > > SELECT * FROM CachedGroupMembers WHERE Disabled = '0' AND GroupId = '4' > AND MemberId = '1' > > This returns an empty set. There are no records in that table with a > MemberId of 1. > > When I kill the MySQL thread I get a heap of; > > [Wed Sep 14 00:40:21 2005] [err]: ACE 109 couldn't load its principal > object (/usr/local/rt3/lib/RT/ACE_Overlay.pm:839) > > in rt.log. > > > > > > >Ok. Now we're getting somewhere. In RT::ACE::_Value, add a Carp::cluck; > > > >That will tell us _how_ it's recurring. then it should be a 30 second > >fix. > > > > > [Wed Sep 14 11:28:13 2005] [error] [client 10.0.100.18] > FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" stderr: > \tDBIx::SearchBuilder::Record::__ANON__('RT::ACE=HASH(0x8cc60a0)') > called at /usr/local/rt3/lib/RT/ACE_Overlay.pm line 815, referer: > http://newton/Admin/Users/Modify.html?id=70 > [Wed Sep 14 11:28:13 2005] [error] [client 10.0.100.18] > FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" stderr: > \tRT::ACE::Object('RT::ACE=HASH(0x8cc60a0)') called at > /usr/local/rt3/lib/RT/ACE_Overlay.pm line 869, referer: > http://newton/Admin/Users/Modify.html?id=70 > [Wed Sep 14 11:28:13 2005] [error] [client 10.0.100.18] > FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" stderr: > \tRT::ACE::_Value('RT::ACE=HASH(0x8cc60a0)', 'ObjectType') called at > /usr/local/lib/perl5/site_perl/5.8.6/DBIx/SearchBuilder/Record.pm line > 425, referer: http://newton/Admin/Users/Modify.html?id=70 > > I put the Carp::cluck into the _Value subroutine in ACE_Overlay.pm. > > Is there anything more I can give you? > > Carl. > > -------------- next part -------------- An HTML attachment was scrubbed... URL: From jtrujillo at cso.atmel.com Wed Sep 14 23:48:05 2005 From: jtrujillo at cso.atmel.com (Jerry Trujillo) Date: Wed, 14 Sep 2005 21:48:05 -0600 Subject: [rt-users] Quicksearch bug? Message-ID: I have found that if I have a space in my queue name, that the Quicksearch will always display "0" items in the queue, but if you actually go to the queue, the items are properly listed. I found the quoted message below in the archives and thought it may be related though I am on 3.5.3. Any chance there is a quick fix for this or will I have to change my queue names? Thanks, Jerry _____ Jesse Vincent jesse at bestpractical.com Sat Aug 13 14:08:34 EDT 2005 * Previous message: [rt-users] Colons in queue name seems to break Quicksearch display in rt-3.4.3 * Next message: [rt-users] RT-3.5.2: any way to edit a reminder? * Messages sorted by: [ date ] [ thread ] [ subject ] [ author ] _____ On Aug 12, 2005, at 7:24 PM, Marc A Tisseur wrote: > After installaing 3.4.3 I noticed the number of new or open tickets > in the Quicksearch list allways shows up as 0 for any queue containing > a ":" in > its name. Selecting the queue will list the tickets however. rt-3.4.2's > quicksearch doesn't suffer the same problem. The principal diff > between the two > is as follows; > > --- rt-3.4.3/html/Elements/Quicksearch 2005-06-23 17:37:31.000000000 > -0400 > +++ rt-3.4.2/html/Elements/Quicksearch 2005-02-01 09:20:40.000000000 > -0500 > @@ -57,11 +57,9 @@ > while (my $queue = $Queues->Next) { > next unless ($queue->CurrentUserHasRight('ShowTicket')); > > - my $name = $m->interp->apply_escapes($queue->Name, "u"); This is a bug in 3.4.3. We're working to fix it. -------------- next part -------------- An HTML attachment was scrubbed... URL: From carl at xena.IPAustralia.gov.au Thu Sep 15 01:20:43 2005 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Thu, 15 Sep 2005 15:20:43 +1000 Subject: [rt-users] Unchecking "Let this user be granted rights" results in hang In-Reply-To: References: <43266751.7060508@xena.ipaustralia.gov.au> <4326FB75.7040409@bestpractical.com> <20050913235404.GT16876@bestpractical.com> <4327802B.3020406@xena.ipaustralia.gov.au> Message-ID: <432904AB.6020506@xena.ipaustralia.gov.au> Hi Peter, Peter Struijk wrote: > This simple change, courtesy Jesse, solved the "RT hanging" issue for > me. I don't use fastcgi. Your mileage may vary. > > In ACE_Overlay.pm, find > > sub Object { > > remove: > > $RT::Logger->warning( "$self -> Object called for an object " > . "of an unknown type:" > . $self->ObjectType ); Worked here as well! Woohoo! Works on both the 3.4.4 FastCGI test system here and the 3.4.2 mod_perl1.99 production system. Thanks Peter and Jesse! Carl. From abilashpraveen82 at hotmail.com Thu Sep 15 02:24:25 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Thu, 15 Sep 2005 11:54:25 +0530 Subject: [rt-users] RT - system error Message-ID: Hi, I've tried installing RT on Apache2-MP2, but in vain. Now I installed apache 1.3.33 and have perl 5.8.7 and then i did a cpan install perl::bundle. Then I tried re-installing RT. All the dependecies installed faster than I expected. I just completed the complete instalation and when I try to view the web interface I see the following. error: mkdir /opt/rt3/var/mason_data/obj: Permission denied at /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm line 102 context: ... 197: # whether they should generate a full stack trace (confess() and cluck()) 198: # or simply report the caller's package (croak() and carp()), respectively. 199: # confess() and croak() die, carp() and cluck() warn. 200: 201: sub croak { die shortmess @_ } 202: sub confess { die longmess @_ } 203: sub carp { warn shortmess @_ } 204: sub cluck { warn longmess @_ } 205: ... code stack: /usr/lib/perl5/5.8.5/Carp.pm:201 /usr/lib/perl5/5.8.5/File/Path.pm:162 /usr/lib/perl5/5.8.5/File/Path.pm:155 /usr/lib/perl5/5.8.5/File/Path.pm:155 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Compiler/ToObject.pm:102 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:415 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:239 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Request.pm:204 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:96 /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:275 /usr/lib/perl5/site_perl/5.8.5/Class/Container.pm:353 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/Interp.pm:329 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:860 /usr/lib/perl5/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:814 /opt/rt3/bin/webmux.pl:123 /dev/null:0 Please help! Thanks, Abilash Praveen M -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joerg.Ungermann at web.de Thu Sep 15 04:18:30 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Thu, 15 Sep 2005 10:18:30 +0200 Subject: [rt-users] Wanted: RealName in Search results Message-ID: <790757875@web.de> Instead of the Emailadress, we also want to have te real Name of the Client in all Search Results. Does anyone know how to add Parameters to te search result page? Kind regards JU ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From Joerg.Ungermann at web.de Thu Sep 15 04:19:34 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Thu, 15 Sep 2005 10:19:34 +0200 Subject: [rt-users] Re: Wanted: RealName in Search results Message-ID: <790761695@web.de> "J?rg Ungermann" schrieb am 15.09.05 10:18:30: > > > Instead of the Emailadress, we also want to have te real Name of the Client in all Search Results. > Does anyone know how to add Parameters to te search result page? > > Kind regards > > JU ______________________________________________________________________ XXL-Speicher, PC-Virenschutz, Spartarife & mehr: Nur im WEB.DE Club! Jetzt gratis testen! http://freemail.web.de/home/landingpad/?mc=021130 From Richard.Ellis at sun.com Thu Sep 15 03:49:25 2005 From: Richard.Ellis at sun.com (Richard Ellis) Date: Thu, 15 Sep 2005 08:49:25 +0100 Subject: [rt-users] Re: RT-Users Digest, Vol 18, Issue 49 In-Reply-To: <20050915022752.BE5094D81F3@diesel.bestpractical.com> References: <20050915022752.BE5094D81F3@diesel.bestpractical.com> Message-ID: <1126770564.52666.117.camel@sr1-egmp-09> On Thu, 2005-09-15 at 03:27, rt-users-request at lists.bestpractical.com wrote: > Message: 1 > Date: Wed, 14 Sep 2005 16:28:04 -0600 > From: "Myers, Adam" > Subject: [rt-users] Hardware and Usage > To: > Message-ID: > <205D20196806AE41A9D8A9E982659E27013BB903 at THN-EXCLS2.dc1.doubleclick.corp> > > Content-Type: text/plain; charset="us-ascii" > > My company is replacing our current tracking system with RT. There will > be a high volume of activity that RT needs to handle. > > Our estimations on usage are as follows: > ~50 queues (only a few visible to each users depending on permissions) > ~600 total users (concurrent users is around 200-250 max) > ~1000 tickets per day (max number) > > The production hardware specs are as follows: > + Solaris 10 x86 (fully spec'd) > + 2- Ultra SPARC3 processors > + ~8GB RAM > + 2- 72GB high speed mirrored drives > + Oracle DB on separate server > + Latest versions of everything else > > Is RT compatible with this hardware configuration? I've seen the > articles on Sun's BigAdmin site but they are somewhat old. The usage is > a concern but should be able to handle it right? Some departments will > live and die by RT so it needs to be a concrete installation on the > right hardware. > > Thanks in advance! > > Adam Myers > Software Engineer > Abacus > 11101 W 120th Avenue > Broomfield, CO 80021 > Phone: 303-410-5476 > email: amyers at doubleclick.net . > www.doubleclick.com Well, I'd be really keen to see you put Solaris 10 x86 on SPARC :). However, your loading shouldn't be too much of a problem at all. We use it for managing several global projects with over 150 queues, up to 200 concurrent users and lots of tickets on an old 420R (quad processor) under Solaris 9, so I don't think load will be an issue. There is more than enough spare capacity on this box to run loads of web servers as well. Any of the newer/bigger boxes that Sun produces, including some really neat X64 kit just announced this week, would be perfectly happy doing it. From S.G.Tranter at lboro.ac.uk Thu Sep 15 05:55:12 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 15 Sep 2005 10:55:12 +0100 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <20050913204545.GH16876@bestpractical.com> References: <5.2.1.1.2.20050913163419.01dbfe10@postoffice8.mail.cornell.edu> <20050913204545.GH16876@bestpractical.com> Message-ID: <43294500.5050503@lboro.ac.uk> Sorry to bring this back up, but I'm very confused now by this whole topic. Our production server, is happily running the following: Fedora Core 3 Apache/2.0.53 mod_perl-1.99_16-3 RT 3.4.2 And works 100% ok as far as we can tell. According to the stuff I've read, this should NOT work!! On a new test server we have tried the following, which should work and doesn't: Fedora Core 4 Apache/2.0.54 mod_perl-2.0.0-0.rc5.3 RT 3.4.4 or RT 3.5.2 (tried both) We get the "usual": [Wed Sep 14 16:05:22 2005] [error] RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0 at /opt/rt3/bin/webmux.pl line 59.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 63.\nCompilation failed in require at(eval 2) line 1.\n [Wed Sep 14 16:05:22 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server ourserver:0, exiting... Any aid to clear the mist of confusion would be gratefully received! Thanks! Stewart ------------------------------------------------ Stewart Tranter Computing Services Loughborough University E: s.g.tranter at lboro.ac.uk W: http://www.lboro.ac.uk/computing/ T: +44 (0) 1509 223719 F: +44 (0) 1509 223989 ------------------------------------------------ From fjonckers at Interconnect.be Thu Sep 15 05:59:36 2005 From: fjonckers at Interconnect.be (Filip Jonckers) Date: Thu, 15 Sep 2005 11:59:36 +0200 Subject: [rt-users] moving database to new server Message-ID: I'm having problems moving rt3 database to another machine (both rt3.4.1) on the production RT I did: # mysqldump -uroot -ppassword --opt rt3 > dump.sql on the new machine I did: # make initialize-database (database rt3 successfully created - RT webinterface works with empty database) # mysql -uroot -ppassword rt3 < dump.sql I checked if the data was imported by doing: # mysql mysql> use rt3; mysql> select * from tickets; (a list of all tickets is shown - data imported succesfully..) but... opening webbrowser and surfing to the RT website shows no data - still an empty database did I miss something here ? Any help appreciated, Filip CONFIDENTIALITY NOTICE ----------------------------------------------- This E-mail message and any documents which accompany it are intended only for the use of the individual or entity to which addressed, and may contain information that is privileged, confidential or exempt from disclosure under applicable law. If the reader is not the intended recipient, any disclosure, distribution or other use of this E-mail message is prohibited. If you have received this E-mail message in error, please delete and notify the sender immediately. Thank you. From Joerg.Ungermann at web.de Thu Sep 15 06:40:20 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Thu, 15 Sep 2005 12:40:20 +0200 Subject: [rt-users] Wanted: RealName in Search results Message-ID: <790938366@web.de> Sorry i forgot: It is RT 3.4.1 and thus article from WIKI "DisplayCustomFieldsInTicketSearch " does not fit. Thanks JU J?rg Ungermann schrieb am 15.09.05 10:20:03: > > > Instead of the Emailadress, we also want to have te real Name of the Client in all Search Results. > Does anyone know how to add Parameters to te search result page? > > Kind regards > > JU > ______________________________________________________________ > Verschicken Sie romantische, coole und witzige Bilder per SMS! > Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com __________________________________________________________________________ Erweitern Sie FreeMail zu einem noch leistungsstarkeren E-Mail-Postfach! Mehr Infos unter http://freemail.web.de/home/landingpad/?mc=021131 From pjsm at fct.unl.pt Thu Sep 15 07:02:57 2005 From: pjsm at fct.unl.pt (Paulo Matos) Date: Thu, 15 Sep 2005 12:02:57 +0100 (WEST) Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <43294500.5050503@lboro.ac.uk> References: <5.2.1.1.2.20050913163419.01dbfe10@postoffice8.mail.cornell.edu> <20050913204545.GH16876@bestpractical.com> <43294500.5050503@lboro.ac.uk> Message-ID: On Thu, 15 Sep 2005, Stewart Tranter wrote: > Sorry to bring this back up, but I'm very confused now by this whole > topic. As far as I understood: rt-3.4.x < 3.4.4 -> mod_perl-1.99 rt-3.4.x>= 3.4.4 -> mod_perl >= 2.00 The change from 1.99 to 2.00 brought API changes that imply making changes in the application code. This API changes makes applications designed for 1.99 incompatible with >=2.00 and vice-versa. -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From sames at officescape.com Thu Sep 15 10:41:34 2005 From: sames at officescape.com (Steven E. Ames) Date: Thu, 15 Sep 2005 09:41:34 -0500 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification Message-ID: > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Stewart > Tranter > Sent: Thursday, September 15, 2005 4:55 AM > To: rt-users at lists.bestpractical.com; Jesse Vincent > Subject: Re: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification > > > Sorry to bring this back up, but I'm very confused now by this whole > topic. Our production server, is happily running the following: > > On a new test server we have tried the following, which > should work and > doesn't: > > Fedora Core 4 > Apache/2.0.54 > mod_perl-2.0.0-0.rc5.3 > RT 3.4.4 or RT 3.5.2 (tried both) > > We get the "usual": > > [Wed Sep 14 16:05:22 2005] [error] RT does not support mod_perl 1.99. > Please upgrade to mod_perl 2.0 at /opt/rt3/bin/webmux.pl line That is rather confusing. In webmux.pl it clearly says: die "RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0" if $ENV{'MOD_PERL'} and $ENV{'MOD_PERL'} =~ m{mod_perl/(?:1\.9)}; This implies that you should only se this error if you have mod_perl and the mod_perl version gets set to something that includes 1.9. I'd like to think that mod_perl2.0.0-0.rc5.3 doesn't set the MOD_PERL environment variable to 1.9. Is it possible that you have two versions of mod_perl installed? Also any chance of upgrading mod_perl to 2.01 release? -Steve From S.G.Tranter at lboro.ac.uk Thu Sep 15 11:01:07 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 15 Sep 2005 16:01:07 +0100 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: References: Message-ID: <43298CB3.2030907@lboro.ac.uk> Steven E. Ames wrote: > That is rather confusing. In webmux.pl it clearly says: > > die "RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0" > if $ENV{'MOD_PERL'} > and $ENV{'MOD_PERL'} =~ m{mod_perl/(?:1\.9)}; > > This implies that you should only se this error if you have mod_perl and the mod_perl version gets set to something that includes 1.9. I'd like to think that mod_perl2.0.0-0.rc5.3 doesn't set the MOD_PERL environment variable to 1.9. Is it possible that you have two versions of mod_perl installed? Also any chance of upgrading mod_perl to 2.01 release? > > -Steve Interesting. I've just done a bit more debugging, adding a few lines to webmux.pl. It seems to think we have mod_perl/1.999.22. Running an "rpm -qa mod_perl" gives the result: "mod_perl-2.0.0-0.rc5.3". A bug with this version of mod_perl perhaps? There are definitely no other mod_perl versions installed and AFAIK the FC4 was installed from standard install discs. 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 Joerg.Ungermann at web.de Thu Sep 15 11:10:36 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Thu, 15 Sep 2005 17:10:36 +0200 Subject: [rt-users] Rt 3.4 ColumnMap: Need Realname in search results Message-ID: <791245053@web.de> Instead of MemberEmailAddress we do need to have the Name or Realname in the Searchresults. This is somehow done by the ColumnMap file. Can anyone tell how to insert other values from the user table in the search results? Kind regards Joerg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From sames at officescape.com Thu Sep 15 11:36:38 2005 From: sames at officescape.com (Steven E. Ames) Date: Thu, 15 Sep 2005 10:36:38 -0500 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification Message-ID: > -----Original Message----- > From: Stewart Tranter [mailto:S.G.Tranter at lboro.ac.uk] > Interesting. I've just done a bit more debugging, adding a > few lines to > webmux.pl. It seems to think we have mod_perl/1.999.22. Running an > "rpm -qa mod_perl" gives the result: > "mod_perl-2.0.0-0.rc5.3". A bug > with this version of mod_perl perhaps? There are definitely no other > mod_perl versions installed and AFAIK the FC4 was installed from > standard install discs. Since your in there tweaking... could you try changing the check to: die "RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0" if $ENV{'MOD_PERL'}; That is to say remove the version check entirely. I'm not sure why RT is checking for 1.9 instead of just saying: $mod_perl::VERSION >= 2.0; 1.99.22 was when the big API change occurred... so it may actually work. Then again it may not. If it doesn't you'll want to upgrade to mod_perl 2.01. From aturetta+rt at bestunion.it Thu Sep 15 11:32:29 2005 From: aturetta+rt at bestunion.it (Angelo Turetta) Date: Thu, 15 Sep 2005 17:32:29 +0200 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: <43298CB3.2030907@lboro.ac.uk> References: <43298CB3.2030907@lboro.ac.uk> Message-ID: <4329940D.4090004@bestunion.it> Stewart Tranter wrote: > Interesting. I've just done a bit more debugging, adding a few lines to > webmux.pl. It seems to think we have mod_perl/1.999.22. Running an > "rpm -qa mod_perl" gives the result: "mod_perl-2.0.0-0.rc5.3". A bug > with this version of mod_perl perhaps? There are definitely no other > mod_perl versions installed and AFAIK the FC4 was installed from > standard install discs. Nothing so strange. In order to keep the version number constantly growing, they choose to number all prerelease versions 1.99x.x That is, it's not that easy (from a program perspective) to order version strings like 2.0-b5, 2.0-rc5 and 2.0: you have to give special meanings to 'b', 'a', 'rc'. Much better 1.99.5 (a.k.a. beta5) < 1.999.22 (a.k.a. rc5) < 2.0 The versioned name of the package itself has nothing to do with the numeric version embedded in the perl module, it's just a packaging parameter. Angelo Turetta From mikef at ack.Berkeley.EDU Thu Sep 15 12:11:36 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Thu, 15 Sep 2005 09:11:36 -0700 (PDT) Subject: [rt-users] Setting initial ticket number (auto_increment) Message-ID: <20050915085827.N80415@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Checking the archives of this list, I see advice on setting the initial ticket number for a new RT database. This is for mysql 4.1.13. The advice is to use the following command: ALTER TABLES Tickets auto_increment=nnnn to cause ticket numbers to begin with nnnn + 1. However, the mysql manual says, "The effect of this option is canceled by a server restart". I verified that this is the case by restarting my mysql server after setting auto_increment for the Tickets table to 60000. The value did get set to 60000, as shown by a SHOW TABLE STATUS (BTW, is there a better way to display just the value of auto_increment?). However, after restarting the mysql server, the value of auto_increment went back to 1. So, what do I do if I want to retain the value of 60000 even if my server happens to restart (say because of a reboot)? Once I start creating tickets in my new RT database (starting at 60001, I hope), I wouldn't want new ticket numbers suddenly to be assigned lower values just because the server happened to restart at some point in the future. Could someone clarify all this? Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQymdO60bf1iNr4mCEQIAHgCggse1KcIIHotS8CbBlkXzZerLXWcAoKbj KeOkFTSidYkIKg8Kn+6FvneQ =83Jv -----END PGP SIGNATURE----- From scottf at eacceleration.com Thu Sep 15 12:21:15 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Thu, 15 Sep 2005 09:21:15 -0700 Subject: [rt-users] Scott McDermott , rt-users@lists.bestpractical.com Message-ID: <1126801275.23881.8.camel@scottf.site> Drew, If you could find that, it would be really helpful. Judging from the traffic on the list, it looks like I may not be the only one with the problem. As RT usage spreads within a company and different departments all use it, this kind of separation becomes necessary. By removing the Rows => $rows (set to 10 in RT_SiteConfig.pm) in MyRequests, it shows *all* of the tickets a person is allowed to see, which can be kind of daunting to look and see 20 or 30 tickets that need to be addressed. Just seeing 10 makes it all seem just a bit more manageable. One of the departments that wants in on RT has a script that will generate 50 to 100 tickets at a time for them to handle for the rest of the day. Opening your at-a-glance page to that would be enough to make you want to take the day off. ;) I'm interested in seeing what you came up with, or even if you can't find it, if you might be able to remember some bits about how you went about solving the issue. Looking forward to your post. Scott ---Drew Barnes wrote ->--- I had, at one point, written something which would make a "10 Newest Unowned" for each queue that a person had rights to see. If I am able to dig it up, I will post it to the list. DB Scott Frisbie wrote: >So far, no responses. Unfortunately, this is kind of a showstopper for >adding different departments into our RT install. It looks to me like >the whole thing hinges on /opt/rt3/share/html/Elements/MyRequests. >The query in there: > >my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; > >needs to have some sort of conditional added into it along the lines of > >AND( somethingGoesInHere ->CurrentUserHasRight('SeeQueue')) > >Otherwise it just grabs the first 10 results and >/opt/rt3/share/html/Ticket/Display.html decides if you will get to see >any of the tickets. > >There may be some way to get the conditional part in there by using a >nested query, but I am not enough of a MySQL whiz to get that to work so >far. I don't see anything in MyRequests to check the current user, >although it may be part of a larger include, but that would seem to be >crucial to getting the conditional to work. > >The other option seems to be to write a new version of MyRequests and >then get it to integrate with the rest of RT. >Scott > > > > -- Thanks! Scott Frisbie (Friz) 8^) scottf at eAcceleration.com icq - 245113995 From r at elhames.co.uk Thu Sep 15 12:47:50 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 15 Sep 2005 17:47:50 +0100 Subject: [rt-users] scrips on rt-3.4.4 Message-ID: <084b01c5ba15$35cd3e50$52c593c3@tiger> Hi there; Just upgrading to 3-4.4, it seems some of the scips (Auto reply is one of them) are failing .. snippet from log : Scrip 1 Commit failed: Can't call method "Delete" on an undefined value at /opt/rt3/local/lib/RT/Ticket_Vendor.pm line 220. have anyone else had this problem?? the system gentoo/apache2/mod_perl2.0 and HTML::Mason1.3 Many thanks; Roy From Tim.Mahoney at magicorp.com Thu Sep 15 12:46:12 2005 From: Tim.Mahoney at magicorp.com (Mahoney, Tim) Date: Thu, 15 Sep 2005 11:46:12 -0500 Subject: [rt-users] Setting initial ticket number (auto_increment) Message-ID: AFAIK, AUTO INCREMENT is useful only in MyISAM tables not InnoDB. My system automatically updates the AUTO INCREMENT setting for the next ticket number, anyway (currently at 9609). If you initially set it for 60000, create a ticket, check to make sure AUTO INCREMENT has advanced to the next number, then restart your server, what happens? Thanks Tim Mahoney Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL4.1.18 -----Original Message----- From: Mike Friedman [mailto:mikef at ack.Berkeley.EDU] Sent: Thursday, September 15, 2005 11:12 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Setting initial ticket number (auto_increment) -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Checking the archives of this list, I see advice on setting the initial ticket number for a new RT database. This is for mysql 4.1.13. The advice is to use the following command: ALTER TABLES Tickets auto_increment=nnnn to cause ticket numbers to begin with nnnn + 1. However, the mysql manual says, "The effect of this option is canceled by a server restart". I verified that this is the case by restarting my mysql server after setting auto_increment for the Tickets table to 60000. The value did get set to 60000, as shown by a SHOW TABLE STATUS (BTW, is there a better way to display just the value of auto_increment?). However, after restarting the mysql server, the value of auto_increment went back to 1. So, what do I do if I want to retain the value of 60000 even if my server happens to restart (say because of a reboot)? Once I start creating tickets in my new RT database (starting at 60001, I hope), I wouldn't want new ticket numbers suddenly to be assigned lower values just because the server happened to restart at some point in the future. Could someone clarify all this? Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQymdO60bf1iNr4mCEQIAHgCggse1KcIIHotS8CbBlkXzZerLXWcAoKbj KeOkFTSidYkIKg8Kn+6FvneQ =83Jv -----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 From mikef at ack.Berkeley.EDU Thu Sep 15 14:11:30 2005 From: mikef at ack.Berkeley.EDU (Mike Friedman) Date: Thu, 15 Sep 2005 11:11:30 -0700 (PDT) Subject: [rt-users] Setting initial ticket number (auto_increment) In-Reply-To: References: Message-ID: <20050915105656.V80415@malcolm.berkeley.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 On Thu, 15 Sep 2005 at 11:46 (-0500), Mahoney, Tim wrote: > AFAIK, AUTO INCREMENT is useful only in MyISAM tables not InnoDB. My > system automatically updates the AUTO INCREMENT setting for the next > ticket number, anyway (currently at 9609). If you initially set it for > 60000, create a ticket, check to make sure AUTO INCREMENT has advanced > to the next number, then restart your server, what happens? Tim, Your point is well-taken and had occurred to me as well, but I was reluctant to experiment. So, I did as you suggest and, sure enough, the first ticket had ID 60000 and, even after restarting the mysql server, subsequent tickets had IDs of 60001, 60002, etc. (I also restarted Apache and the incrementing continued properly from there). Anyway, I guess it's working as I want, so the initial advice on how to set auto_increment was correct. I don't quite know what you meant by 'AUTO INCREMENT is useful only in MyISAM tables not InnoDB'. It sure proved useful to me for my purpose. Thanks. Mike _____________________________________________________________________ Mike Friedman System and Network Security mikef at ack.Berkeley.EDU 2484 Shattuck Avenue 1-510-642-1410 University of California at Berkeley http://ack.Berkeley.EDU/~mikef http://security.berkeley.edu _____________________________________________________________________ -----BEGIN PGP SIGNATURE----- Version: PGP 6.5.8 iQA/AwUBQym5Vq0bf1iNr4mCEQKQ4QCggxhleUNWM+4aYl0zjF2IHAY3M3QAn3w+ 4eTnht6Luf1V0ltbKgGS93J6 =+Dfe -----END PGP SIGNATURE----- From les at futuresource.com Thu Sep 15 14:25:40 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 15 Sep 2005 13:25:40 -0500 Subject: [rt-users] Setting initial ticket number (auto_increment) In-Reply-To: <20050915105656.V80415@malcolm.berkeley.edu> References: <20050915105656.V80415@malcolm.berkeley.edu> Message-ID: <1126808740.8229.16.camel@moola.futuresource.com> On Thu, 2005-09-15 at 13:11, Mike Friedman wrote: > Anyway, I guess it's working as I want, so the initial advice on how to > set auto_increment was correct. I don't quite know what you meant by > 'AUTO INCREMENT is useful only in MyISAM tables not InnoDB'. It sure > proved useful to me for my purpose. It should work with either, but it isn't actually remembered until you create a record. You could have manually inserted an item in that table and then deleted it for the same effect. -- Les Mikesell les at futuresource.com From mark at library.ucsc.edu Thu Sep 15 15:00:37 2005 From: mark at library.ucsc.edu (mark matyas) Date: Thu, 15 Sep 2005 12:00:37 -0700 Subject: [rt-users] moving database to new server In-Reply-To: <20050915160004.927664D820C@diesel.bestpractical.com> References: <20050915160004.927664D820C@diesel.bestpractical.com> Message-ID: <4329C4D5.8080903@library.ucsc.edu> I ran into this recently, but i was upgrading to the latest rt when i moved to the new server instead of keeping same version. instead of using make initialize-db i just created an empty db using mysqladmin, then imported, and then I ran rt-setup-databse as needed to fix the schemas, acl, and inserts (i upgraded from 3.0.8 to 3.4.4, the README for 3.4.4 explains how to fix changes using the provided script). I also had to play around with mysqldump options. oh, i also had to change the max packet size for mysql on new server, among other Innodb settings. what does your mysql log say anyway? > ------------------------------ > > Message: 2 > Date: Thu, 15 Sep 2005 11:59:36 +0200 > From: "Filip Jonckers" > Subject: [rt-users] moving database to new server > To: > Message-ID: > > Content-Type: text/plain; charset="us-ascii" > > > I'm having problems moving rt3 database to another machine (both > rt3.4.1) > on the production RT I did: > > # mysqldump -uroot -ppassword --opt rt3 > dump.sql > > on the new machine I did: > > # make initialize-database > > (database rt3 successfully created - RT webinterface works with empty > database) > > # mysql -uroot -ppassword rt3 < dump.sql > > I checked if the data was imported by doing: > > # mysql > mysql> use rt3; > mysql> select * from tickets; > > (a list of all tickets is shown - data imported succesfully..) > > but... opening webbrowser and surfing to the RT website shows no data - > still an empty database > > > did I miss something here ? > > Any help appreciated, > Filip From Tim.Mahoney at magicorp.com Thu Sep 15 16:40:35 2005 From: Tim.Mahoney at magicorp.com (Mahoney, Tim) Date: Thu, 15 Sep 2005 15:40:35 -0500 Subject: [rt-users] Scripting Custom conditions and actions Message-ID: I need to create a scrip that when a ticket is autocxreated from email with a specific word in the subject, it is moved to a specific queue. In Pigeon language here are how it should work Condition If subject LIKE 'pursuant' Action make queue = 'Pursuant' I'm a n00b when it comes to scripting, especially in RT. Any help would be greatly appreciated. Thanks Tim Mahoney Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18 -------------- next part -------------- An HTML attachment was scrubbed... URL: From Tim.Mahoney at magicorp.com Thu Sep 15 17:18:10 2005 From: Tim.Mahoney at magicorp.com (Mahoney, Tim) Date: Thu, 15 Sep 2005 16:18:10 -0500 Subject: [rt-users] MySQL Key Buffer size Message-ID: What size buffer does everyone find works best for them. We currently have a 300Mb DB with about 10K tickets. Our Key buffer is set to 256 Meg and so is the InnoDB buffer pool. Currently the key buffer is utilizing 44k. The InnoDB buffer pool shows to be using 16k. If I set these two to 32Mb, how will this affect our performance? On the server it'll free up boatloads of RAM, but will the RT users suffer? I don't think so. I think the setup we used was way overkill. Thanks Tim Mahoney Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tim at ccc.de Thu Sep 15 22:04:54 2005 From: tim at ccc.de (Tim Pritlove) Date: Fri, 16 Sep 2005 04:04:54 +0200 Subject: [rt-users] Detailed release notes available? Message-ID: <67CF04ED-4600-4E25-9807-21302A2A807E@ccc.de> Hi, I am running an older version of RT and wonder what an upgrade to a more recent version might have in store for me. But I can't find release notes that show what each version has added and changed to the system. Can anybody point me to that resource, if it exists? That would be helpful. Greetings Tim -- Tim Pritlove, Discordian Evangelist Project Blinkenlights ------ Ein Lebensk?nstler gedeiht am besten im Spannungsfeld zwischen Boh?me und Askese und ist als gelebtes Gesamtkunstwerk sinnstiftend f?r sich selbst. -- Wikipedia -------------- next part -------------- A non-text attachment was scrubbed... Name: PGP.sig Type: application/pgp-signature Size: 194 bytes Desc: This is a digitally signed message part URL: From ruslan.zakirov at gmail.com Thu Sep 15 22:46:35 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 16 Sep 2005 06:46:35 +0400 Subject: [rt-users] Detailed release notes available? In-Reply-To: <67CF04ED-4600-4E25-9807-21302A2A807E@ccc.de> References: <67CF04ED-4600-4E25-9807-21302A2A807E@ccc.de> Message-ID: <589c944005091519465b09d540@mail.gmail.com> http://marc.theaimsgroup.com/?l=rt-announce http://marc.theaimsgroup.com/?l=rt-commit - absolutly detailed On 9/16/05, Tim Pritlove wrote: > Hi, > > I am running an older version of RT and wonder what an upgrade to a > more recent version might have in store for me. > > But I can't find release notes that show what each version has added > and changed to the system. > > Can anybody point me to that resource, if it exists? That would be > helpful. > > Greetings > Tim > -- > Tim Pritlove, Discordian Evangelist > > > Project Blinkenlights > ------ > Ein Lebensk?nstler gedeiht am besten im Spannungsfeld zwischen Boh?me > und Askese und ist als gelebtes Gesamtkunstwerk sinnstiftend f?r sich > selbst. -- Wikipedia > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 ben.robson at classicblue.com.au Fri Sep 16 00:05:09 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Fri, 16 Sep 2005 14:05:09 +1000 Subject: [rt-users] Ticket Types within Queue Message-ID: Hey all, I would like to be able to allow different types of tickets to be generated within a single queue. For example, if I have a queue titled "Change Requests" I may have several types of change requests, like: add new user, change server configuration, request new VPN connection. Each of these has different information requirements before an engineer can complete them, so hence a different ticket type for each one would be best. However I don't want to have a separate queue for 15 different change request types. Is there a way to have different ticket types, with different ticket information requirements all storing in to the single queue? Thanks, BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From robert at bestpractical.com Fri Sep 16 02:55:17 2005 From: robert at bestpractical.com (Robert Spier) Date: Thu, 15 Sep 2005 23:55:17 -0700 Subject: [rt-users] RT Essentials review? In-Reply-To: <20050912133359.GL4670@chaka.net> References: <25AC2CBEEFA22F49BC36DED1250EB6A809724EB9@cxmailx.ad.cxtec.com> <20050912133359.GL4670@chaka.net> Message-ID: We're glad that everyone likes the book! On behalf of all the authors, I know we all had a great time writing it, and are quite proud of it. Please report any and all errata to http://www.oreilly.com/cgi-bin/errata.form/rtessentials so we can make sure to get things fixed in future editions/printings. From florian.hochstrasser at swisslog.com Thu Sep 15 04:47:07 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Thu, 15 Sep 2005 10:47:07 +0200 Subject: [rt-users] Fulltext search on postgres: Weak performance Message-ID: <24EEAB6B0F6C6C42814AB69E201B34C3A1D75A@schb7sw3-011.schb7.swisslog.net> Dear All, My boss just complained that fulltext searches (i.e. Content matches) queries are too slow. Is there any way I could improve the performance? The server has enough free resources, so I don't think that's the problem. Thanks, 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 cronfy at ipnet.ru Fri Sep 16 05:31:17 2005 From: cronfy at ipnet.ru (cronfy - ipnet) Date: Fri, 16 Sep 2005 13:31:17 +0400 Subject: [rt-users] RSS: Tickets with no subject disappear Message-ID: <668353985.20050916133117@ipnet.ru> Hello everyone! Is this a bug or a feature? When I download RSS for some queue or a search result, tickets with "No Subjest" are listed in ... , but they do not appear in listing. So, tickets with no subject cannot be tracked via RSS viewer. I've placed an example of output at http://cronfy.spb.ru/test/rss.rdf. Tickets 47, 49, 51, 55 have no subject, they are listed inside , but no one of them has an entry. Is there a way to make RT to work different? Thank you. -- cronfy mailto:cronfy at ipnet.ru From S.G.Tranter at lboro.ac.uk Fri Sep 16 05:55:38 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Fri, 16 Sep 2005 10:55:38 +0100 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification In-Reply-To: References: Message-ID: <432A969A.4040500@lboro.ac.uk> Steven E. Ames wrote: > Since your in there tweaking... could you try changing the check to: > > die "RT does not support mod_perl 1.99. Please upgrade to mod_perl 2.0" > if $ENV{'MOD_PERL'}; > > That is to say remove the version check entirely. I'm not sure why RT is checking for 1.9 instead of just saying: > > $mod_perl::VERSION >= 2.0; > > 1.99.22 was when the big API change occurred... so it may actually work. Then again it may not. If it doesn't you'll want to upgrade to mod_perl 2.01. Well, I removed the check and it works! Or it seems to at least, all pages seem to load fine, no errors :) Am I in for some nasty suprises in the future, or can I consider this a "stable" test system? 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 daniel at rimspace.net Fri Sep 16 06:37:34 2005 From: daniel at rimspace.net (Daniel Pittman) Date: Fri, 16 Sep 2005 20:37:34 +1000 Subject: [rt-users] Re: Fulltext search on postgres: Weak performance References: <24EEAB6B0F6C6C42814AB69E201B34C3A1D75A@schb7sw3-011.schb7.swisslog.net> Message-ID: <87slw58fip.fsf@rimspace.net> "Florian Hochstrasser" writes: > My boss just complained that fulltext searches (i.e. Content matches) > queries are too slow. Is there any way I could improve the > performance? The server has enough free resources, so I don't think > that's the problem. Have you tuned the PostgreSQL installation at all? By default, PostgreSQL comes with a maximum of 8MB of database content in memory at one time, and will use disk buffers for sorting anything with > 1MB of content. Tuning those values up can significantly improve performance on the database, in general. This is the single most common cause of "PostgreSQL is slow" complaints; other databases ship with much more ... realistic settings on modern machines. Failing that, have you considered using 'analyze explain' to determine where the poor performance in the query comes from? Perhaps with that as a guide, better indexing can be created for your use case. Daniel From cronfy at ipnet.ru Fri Sep 16 07:48:19 2005 From: cronfy at ipnet.ru (cronfy - ipnet) Date: Fri, 16 Sep 2005 15:48:19 +0400 Subject: [rt-users] Re: RSS: Tickets with no subject disappear In-Reply-To: <668353985.20050916133117@ipnet.ru> References: <668353985.20050916133117@ipnet.ru> Message-ID: <23427162.20050916154819@ipnet.ru> Good day again. Sorry, I forgot to tell about my RT. It is RT 3.4.4. > Is this a bug or a feature? When I download RSS for some queue > or a search result, tickets with "No Subjest" are listed > in ... , but they do not appear in > listing. So, tickets with no subject cannot be tracked via RSS viewer. > I've placed an example of output at > http://cronfy.spb.ru/test/rss.rdf. > Tickets 47, 49, 51, 55 have no subject, they are listed inside , > but no one of them has an entry. -- ? ?????????, cronfy mailto:cronfy at ipnet.ru From florian.hochstrasser at swisslog.com Fri Sep 16 07:47:57 2005 From: florian.hochstrasser at swisslog.com (Florian Hochstrasser) Date: Fri, 16 Sep 2005 13:47:57 +0200 Subject: [rt-users] Re: Fulltext search on postgres: Weak performance Message-ID: <24EEAB6B0F6C6C42814AB69E201B34C3A1D8D7@schb7sw3-011.schb7.swisslog.net> Nope, haven't done anything to postgres so far. I'll check out what I can do there, thanks for the hint. I'll also look into the queries in detail. Thanks, Florian -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Daniel Pittman Sent: Freitag, 16. September 2005 12:38 To: rt-users at lists.fsck.com Subject: [rt-users] Re: Fulltext search on postgres: Weak performance "Florian Hochstrasser" writes: > My boss just complained that fulltext searches (i.e. Content matches) > queries are too slow. Is there any way I could improve the > performance? The server has enough free resources, so I don't think > that's the problem. Have you tuned the PostgreSQL installation at all? By default, PostgreSQL comes with a maximum of 8MB of database content in memory at one time, and will use disk buffers for sorting anything with > 1MB of content. Tuning those values up can significantly improve performance on the database, in general. This is the single most common cause of "PostgreSQL is slow" complaints; other databases ship with much more ... realistic settings on modern machines. Failing that, have you considered using 'analyze explain' to determine where the poor performance in the query comes from? Perhaps with that as a guide, better indexing can be created for your use case. Daniel _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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. From Tim.Mahoney at magicorp.com Fri Sep 16 11:22:47 2005 From: Tim.Mahoney at magicorp.com (Mahoney, Tim) Date: Fri, 16 Sep 2005 10:22:47 -0500 Subject: [rt-users] Scripting Custom conditions and actions Message-ID: I've got the code written, but it's not working. The scrip is based on http://wiki.bestpractical.com/index.cgi?AutoSetOwner. Description: AutoChangeQueue Condition: On Create Custom condition: Action: User Defined Custom action preparation code: return 1; Custom action cleanup code: # get out unless subject is Pursuant return 1 unless $self->TicketObj->Subject = 'Pursuant'; # 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; No history in the log to indicate it couldn't change queue, so I'm thinking the Subject condition failed. Thanks, Iris, for pointing me in the right direction. Thanks, Tim 972-980-4991 ________________________________ From: Brookes, Iris [mailto:Iris.Brookes at tdsecurities.com] Sent: Thursday, September 15, 2005 4:19 PM To: Mahoney, Tim Subject: RE: [rt-users] Scripting Custom conditions and actions Have a look at the code here: http://wiki.bestpractical.com/index.cgi?AutoChangeQueue Regards, Iris Brookes -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Mahoney, Tim Sent: Thursday, September 15, 2005 4:41 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Scripting Custom conditions and actions I need to create a scrip that when a ticket is autocxreated from email with a specific word in the subject, it is moved to a specific queue. In Pigeon language here are how it should work Condition If subject LIKE 'pursuant' Action make queue = 'Pursuant' I'm a n00b when it comes to scripting, especially in RT. Any help would be greatly appreciated. Thanks Tim Mahoney Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18 From sturner at MIT.EDU Fri Sep 16 11:34:12 2005 From: sturner at MIT.EDU (Stephen Turner) Date: Fri, 16 Sep 2005 11:34:12 -0400 Subject: [rt-users] Scripting Custom conditions and actions In-Reply-To: References: Message-ID: <6.2.1.2.2.20050916113102.02f9dff8@po14.mit.edu> At Friday 9/16/2005 11:22 AM, Mahoney, Tim wrote: >I've got the code written, but it's not working. The scrip is based on > # get out unless subject is Pursuant > return 1 unless $self->TicketObj->Subject = 'Pursuant'; > If you need to match when the subject contains 'Pursuant', you need this: return 1 unless $self->TicketObj->Subject =~ /Pursuant/; Steve From sames at officescape.com Fri Sep 16 11:40:00 2005 From: sames at officescape.com (Steven E. Ames) Date: Fri, 16 Sep 2005 10:40:00 -0500 Subject: [rt-users] RT 3.4.4 and mod_perl1.99 - clarification Message-ID: > Steven E. Ames wrote: > > > Since your in there tweaking... could you try changing the check to: > > > > die "RT does not support mod_perl 1.99. Please upgrade > to mod_perl 2.0" > > if $ENV{'MOD_PERL'}; > > > > That is to say remove the version check entirely. I'm not > sure why RT is checking for 1.9 instead of just saying: > > > > $mod_perl::VERSION >= 2.0; > > > > 1.99.22 was when the big API change occurred... so it may > actually work. Then again it may not. If it doesn't you'll > want to upgrade to mod_perl 2.01. > > Well, I removed the check and it works! Or it seems to at least, all > pages seem to load fine, no errors :) Am I in for some nasty > suprises > in the future, or can I consider this a "stable" test system? I think your going to be OK. 1.99.22 was when the API change occurred. The only real problem you could bump into would be that some other piece of software checks version the way RT is. Would suggest that RT change the check to $mod_perl::VERSION >= 1.99.22. That would cover your case and this bit of confusion. -Steve From steve.rieger at tbwachiat.com Fri Sep 16 11:53:23 2005 From: steve.rieger at tbwachiat.com (Steve Rieger) Date: Fri, 16 Sep 2005 08:53:23 -0700 Subject: [rt-users] Ticket Types within Queue In-Reply-To: References: Message-ID: <0645D290-9EF2-49BB-9BA5-6E58299E8CBD@tbwachiat.com> WITHIN the "change Request" queue i would create custom fields with a "select one filed" option. -- Steve Rieger AIM chozrim ICQ 53956607 Cell 646 335 8915 steve.rieger at tbwachiat.com On Sep 15, 2005, at 9:05 PM, Ben Robson wrote: > Hey all, > > > > I would like to be able to allow different types of tickets to be > generated within a single queue. For example, if I have a queue > titled ?Change Requests? I may have several types of change > requests, like: add new user, change server configuration, request > new VPN connection. Each of these has different information > requirements before an engineer can complete them, so hence a > different ticket type for each one would be best. However I don?t > want to have a separate queue for 15 different change request types. > > > > Is there a way to have different ticket types, with different > ticket information requirements all storing in to the single queue? > > > > Thanks, > > BenR > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Fri Sep 16 12:22:53 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 16 Sep 2005 12:22:53 -0400 Subject: [rt-users] RSS: Tickets with no subject disappear In-Reply-To: <668353985.20050916133117@ipnet.ru> References: <668353985.20050916133117@ipnet.ru> Message-ID: <20050916162253.GE15177@bestpractical.com> On Fri, Sep 16, 2005 at 01:31:17PM +0400, cronfy - ipnet wrote: > Hello everyone! > > Is this a bug or a feature? When I download RSS for some queue > or a search result, tickets with "No Subjest" are listed > in ... , but they do not appear in > listing. > So, tickets with no subject cannot be tracked via RSS viewer. Crofty: try this patch? jesse at hualien:~/svk/rt-3.4 $ svk diff --- html/Search/Results.rdf (revision 15752) +++ html/Search/Results.rdf (local) @@ -75,7 +75,7 @@ $r->content_type('application/rdf+xml'); link => $RT::WebURL."/Ticket/Display.html?id=".$Ticket->id, description => $Ticket->Transactions->First->Content, dc => { - subject => $Ticket->Subject, + subject => ($Ticket->Subject || loc('No subject')), creator => $Ticket->CreatorObj->RealName . "<".$Ticket->CreatorObj->EmailAddress.">", }, ); > > I've placed an example of output at http://cronfy.spb.ru/test/rss.rdf. > Tickets 47, 49, 51, 55 have no subject, they are listed inside , > but no one of them has an entry. > > Is there a way to make RT to work different? > > Thank you. > > -- > cronfy mailto:cronfy at ipnet.ru > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From ruslan.zakirov at gmail.com Fri Sep 16 16:29:17 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sat, 17 Sep 2005 00:29:17 +0400 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century Message-ID: <589c944005091613296f27b2e6@mail.gmail.com> Hello, RT users and developers. In the XXI century we use RT to manage our document workflow, work with clients, support end users of our products... oh, I need to stop, you know there is so many things you can do with RT in your company. But... hm, there is always "but" :-\ continue... But you couldn't delete data from RT database easy. We live in the complicated world and may have many reasons to delete data from data storages forever: spammers, NDAs, law... Best Practical Solutions do understand this reasons and you your needs and generously sponsored work on the new RTx-Shredder release. I'm glad to introduce RTx-Shredder-0.02_01 aka 0.03-rc1. It introduce big improvements over previous releases in user interfaces area: * Plugins - search plugins allow you to select RT objects for deletion with variouse conditions. So you don't need to know ticket IDs to delete all tickets in queue 'A' with status 'deleted' and which wasn't updated since '2002-12-31'. Or you can find all *.jpeg files that are greater then 250KB and wipe it once and forever. * Are you warrior of the PC mouse? Yes? Then this release is for you becuase it has web based user interface. * This release support RT 3.4.0 and greater. As I wrote before it's release candidate and it does need your feedback. Any feedback: starting from one sentence "worng spelling of the word 'xxx' in file 'fff'" and ending with 10KB+ patches. Your feedback motivates me to continue this work. -- Best regards, Ruslan. From tyler.shen at vicscouts.asn.au Sat Sep 17 01:21:17 2005 From: tyler.shen at vicscouts.asn.au (Shen, Tyler) Date: Sat, 17 Sep 2005 15:21:17 +1000 Subject: [rt-users] Help: ShowTicket Message-ID: <1126934477.3627.6.camel@network-2.intranet.vicscouts.asn.au> Hi, We would like to give everyone the right to see tickets of all queues. However, after I set up the right SHOWTICKET for all queues to do this, the tickets from all queues jammed into the home page. This is quite annoying because most users are only concerned about the tickets related to their own queue. Any suggestions are appreciated. Thanks in advance! -- Best Regards, Shen, Tyler Network Service Delivery Team Scouts Australia Victorian Branch Phone : 03 8543 9816 Facsimile : 03 8543 9840 E-mail : tyler.shen at vicscouts.asn.au *** 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 abilashpraveen82 at hotmail.com Sat Sep 17 09:24:07 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Sat, 17 Sep 2005 18:54:07 +0530 Subject: [rt-users] perl installation 5.8.7 Message-ID: Hi, I just installed perl 5.8.7. Also, ]# /usr/bin/perl -v This is perl, v5.8.7 built for i686-linux but when i do a ]# make testdeps /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql perl: 5.8.3...found for RT 3.4.4 I gget perl's version as 5.8.3 and not as 5.8.7. I think I must do some ln.. but I'm not very sure. Can you please help me? Thanks in advance. Kin regards, Abilash Praveen M -------------- next part -------------- An HTML attachment was scrubbed... URL: From putzoa at gmx.de Sat Sep 17 11:29:06 2005 From: putzoa at gmx.de (Andreas Putzo) Date: Sat, 17 Sep 2005 17:29:06 +0200 Subject: [rt-users] perl installation 5.8.7 In-Reply-To: References: Message-ID: <200509171729.06191.putzoa@gmx.de> Hi, On Saturday 17 September 2005 15:24, Abilash Praveen M wrote: > I just installed perl 5.8.7. Also, > > but when i do a ]# make testdeps > /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql > perl: > 5.8.3...found > Can you please help me? Thanks in advance. 5.8.3 is hardcoded in rt-test-dependencies. The correct output should be ">=5.8.3...found". To get the perl binary, RT is using, do 'grep ^PERL Makefile' (usually /usr/bin/perl). Regards, Andreas From ges at wingfoot.org Sat Sep 17 11:03:22 2005 From: ges at wingfoot.org (Glenn Sieb) Date: Sat, 17 Sep 2005 11:03:22 -0400 Subject: [rt-users] perl installation 5.8.7 In-Reply-To: References: Message-ID: <432C303A.9060307@wingfoot.org> Abilash Praveen M said the following on 9/17/2005 9:24 AM: > ]# /usr/bin/perl -v Try: # perl -v Just for grins, mind you. Then, I'd try: # which perl Best, --Glenn -- "They that can give up essential liberty to obtain a little temporary safety deserve neither liberty nor safety." ~Benjamin Franklin, Historical Review of Pennsylvania, 1759 From joby at u.washington.edu Sun Sep 18 02:53:30 2005 From: joby at u.washington.edu (Joby Walker) Date: Sat, 17 Sep 2005 23:53:30 -0700 Subject: [rt-users] Help: ShowTicket In-Reply-To: <1126934477.3627.6.camel@network-2.intranet.vicscouts.asn.au> References: <1126934477.3627.6.camel@network-2.intranet.vicscouts.asn.au> Message-ID: <432D0EEA.2090807@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 We have a similar problem and have resolved it with: 1) We (I) copied the Quick Search (and some user Preference pages) from RT 3.5. which allow every user to deselect queues that are visible in the Quick Search. 2) We removed the Top 10 and 10 Newest elements and added a modified version of MIT's HomePage SavedSearches: http://wiki.bestpractical.com/index.cgi?HomePageSavedSearches jbw Shen, Tyler wrote: > Hi, > > We would like to give everyone the right to see tickets of all queues. > However, after I set up the right SHOWTICKET for all queues to do this, > the tickets from all queues jammed into the home page. This is quite > annoying because most users are only concerned about the tickets related > to their own queue. Any suggestions are appreciated. Thanks in advance! > > -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDLQ7qgA0gpghkf88RAl7qAJ0RzEU7r2exbPa+sImrH4L2ydd9DgCgjZL2 kPuGDm9U5TUL1YYzNsxwmG8= =w0Wm -----END PGP SIGNATURE----- From corey_s at qwest.net Sun Sep 18 06:13:21 2005 From: corey_s at qwest.net (Corey) Date: Sun, 18 Sep 2005 03:13:21 -0700 Subject: [rt-users] client denied by server configuration Message-ID: <200509180313.21747.corey_s@qwest.net> Hello! I've just installed rt 3.4 ( on gentoo ), and as far as I can tell, everything went just fine... however when I try to access rt ( set up as a virtual host, using fastcgi and apach2 ), I get a permision denied... "client denied by server configuration: /var/www/rt.server.org/rt-3.4.3/bin/mason_handler.fcgi" Any ideas what's going on here? Many thanks. here's my vhosts.conf # Tell FastCGI to put its temporary files somewhere sane. FastCgiIpcDir /tmp # Tell FastCGI that it should use apache's "suexec" binary to call any FastCGI # script. # This is a GLOBAL setting FastCgiWrapper /usr/sbin/suexec2 # Apache 1.3 discards the user and group parameters on the FastCgiServer line. # Apache 2.0 requires them. FastCgiServer /var/www/rt.server.org/rt-3.4.3/bin/mason_handler.fcgi -idle-timeout 120 -user rt -group rt -processes 4 ServerName rt.server.org DocumentRoot /var/www/rt.server.org/htdocs/rt ServerAdmin admin at server.org AddDefaultCharset UTF-8 UserDir disabled # Set the rt user and group as the executing user for this virtual host SuexecUserGroup rt rt AddHandler fastcgi-script fcgi ScriptAlias / /var/www/rt.server.org/rt-3.4.3/bin/mason_handler.fcgi/ Options Indexes FollowSymLinks AllowOverride None Order allow,deny Allow from all From corey_s at qwest.net Sun Sep 18 07:07:22 2005 From: corey_s at qwest.net (Corey) Date: Sun, 18 Sep 2005 04:07:22 -0700 Subject: [rt-users] client denied by server configuration In-Reply-To: <200509180313.21747.corey_s@qwest.net> References: <200509180313.21747.corey_s@qwest.net> Message-ID: <200509180407.22380.corey_s@qwest.net> Well - after some further google'ing, I happened upon this: http://groups.google.com/group/linux.gentoo.user/browse_thread/thread/c3fc72f59874af26/24690932b4194db8%2324690932b4194db8?sa=X&oi=groupsr&start=0&num=3 I had to specify a Directory directive for the location of 'mason_handler.fcgi' - which, in my case was in '/var/www/rt.server.org/rt-3.4.3/bin/' . I added the following to my VirtHost: Options FollowSymLinks Order allow,deny allow from all That did the trick! Hope this helps the others on the list who have experienced this same issue. Beers! Corey On Sunday 18 September 2005 03:13 am, Corey wrote: > Hello! > > I've just installed rt 3.4 ( on gentoo ), and as far as I can tell, > everything went just fine... however when I try to access rt ( set up as a > virtual host, using fastcgi and apach2 ), I get a permision denied... > > > "client denied by server > configuration: /var/www/rt.server.org/rt-3.4.3/bin/mason_handler.fcgi" > > Any ideas what's going on here? Many thanks. > > here's my vhosts.conf > > > > # Tell FastCGI to put its temporary files somewhere sane. > FastCgiIpcDir /tmp > > # Tell FastCGI that it should use apache's "suexec" binary to call any > FastCGI # script. > # This is a GLOBAL setting > FastCgiWrapper /usr/sbin/suexec2 > > # Apache 1.3 discards the user and group parameters on the FastCgiServer > line. # Apache 2.0 requires them. > FastCgiServer /var/www/rt.server.org/rt-3.4.3/bin/mason_handler.fcgi > -idle-timeout 120 -user rt -group rt -processes 4 > > > ServerName rt.server.org > DocumentRoot /var/www/rt.server.org/htdocs/rt > ServerAdmin admin at server.org > AddDefaultCharset UTF-8 > > UserDir disabled > > # Set the rt user and group as the executing user for this virtual host > SuexecUserGroup rt rt > AddHandler fastcgi-script fcgi > ScriptAlias / /var/www/rt.server.org/rt-3.4.3/bin/mason_handler.fcgi/ > > Options Indexes FollowSymLinks > AllowOverride None > Order allow,deny > Allow from all > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com From cronfy at ipnet.ru Mon Sep 19 02:59:03 2005 From: cronfy at ipnet.ru (cronfy - ipnet) Date: Mon, 19 Sep 2005 10:59:03 +0400 Subject: [rt-users] RSS: Tickets with no subject disappear In-Reply-To: <20050916162253.GE15177@bestpractical.com> References: <668353985.20050916133117@ipnet.ru> <20050916162253.GE15177@bestpractical.com> Message-ID: <1998212350.20050919105903@ipnet.ru> Good day, Jesse. >> Is this a bug or a feature? When I download RSS for some queue >> or a search result, tickets with "No Subjest" are listed >> in ... , but they do not appear in >> listing. >> So, tickets with no subject cannot be tracked via RSS viewer. > Crofty: try this patch? > jesse at hualien:~/svk/rt-3.4 $ svk diff > --- html/Search/Results.rdf (revision 15752) > +++ html/Search/Results.rdf (local) > - subject => $Ticket->Subject, > + subject => ($Ticket->Subject || loc('No subject')), No, unfortunately it did not work. As you may see at http://cronfy.spb.ru/test/rss2.rdf, tickets 70 and 49 (that have no subject) are listed inside , but none appeared as an . The patch was applied and Apache was restarted then. Thank you though, maybe there are any other ideas? -- Best wishes, cronfy mailto:cronfy at ipnet.ru From rmreis at cpqd.com.br Mon Sep 19 09:14:29 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 19 Sep 2005 10:14:29 -0300 Subject: [rt-users] Create Link doesn't work more!! Message-ID: Hello All! I've been working with RT 3.4.1 like a Requirements Management and therefore there are many links between the tickets. And now (I don't know why... this started without no reason!) when I try to create another link, RT gets a message indicating done it, but the link is not created... Transaction Table shows this operation, but Link Table doesn't register anything!!.... So Strange because it was working, and now I can't create links!! Someone has any idea about this?! Thanks in advance! 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 pascal at aibz.net Mon Sep 19 09:35:30 2005 From: pascal at aibz.net (Pascal Buesink) Date: Mon, 19 Sep 2005 15:35:30 +0200 Subject: [rt-users] Upgrade to 3.4.1 Message-ID: Hi all, I would like to demo internally the latest version of RT on Windows 2003. So far I have installed the Windows version using the windows installer, but this is 3.0.12. I tried to upgrade it to 3.4.1, but I am stuck with the databaseupgrade. Is there an upgrade script available, or any workaround? Your help is greatly appreciated. From rmreis at cpqd.com.br Mon Sep 19 09:47:47 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 19 Sep 2005 10:47:47 -0300 Subject: RES: [rt-users] Create Link doesn't work more!! Message-ID: Sorry guys...In the desperation I forgot to look at the state... and it was "removed"! Thanks All!! Regards, Rodolfo -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Rodolfo de Moraes Reis Enviada em: segunda-feira, 19 de setembro de 2005 10:14 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Create Link doesn't work more!! Hello All! I've been working with RT 3.4.1 like a Requirements Management and therefore there are many links between the tickets. And now (I don't know why... this started without no reason!) when I try to create another link, RT gets a message indicating done it, but the link is not created... Transaction Table shows this operation, but Link Table doesn't register anything!!.... So Strange because it was working, and now I can't create links!! Someone has any idea about this?! Thanks in advance! 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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 chris_e_wall at mac.com Mon Sep 19 11:57:59 2005 From: chris_e_wall at mac.com (Christopher Wall) Date: Mon, 19 Sep 2005 10:57:59 -0500 Subject: [rt-users] Possibly RTFM (apologies): notifying owner ON creation of a ticket. Message-ID: <1127145479.8466.2.camel@localhost> Good morning, I have scrips set up which email users (requestor, owner) when they are assigned an unassigned ticket, or when a comment is made. However, notification does not seem to go out when the ticket is created and assigned all at the same time. I have tried a script that says "on create, notify owner, with template: blank", to no avail. I am wondering what I am missing and anyone could provide insight. I am running RT 3.2.1, and can provide the installed list from the system config if this would provide insight. Again, apologies if this has been covered. If I could be pointed to a more appropriate resource or method to solve this I would be most appreciative. Thanks again, Chris Wall From chris_e_wall at mac.com Mon Sep 19 16:02:02 2005 From: chris_e_wall at mac.com (Christopher Wall) Date: Mon, 19 Sep 2005 15:02:02 -0500 Subject: [rt-users] Possibly RTFM (apologies): notifying owner ON creationof a ticket. In-Reply-To: <20050919173651.B6E3E175128@baracus.dreamhost.com> References: <20050919173651.B6E3E175128@baracus.dreamhost.com> Message-ID: <1127160123.8471.4.camel@localhost> Yep. That's the rule that's in place now. I was hoping to have to avoid forcing people to create a ticket. Save it. Then assign it. Owner can be assigned on creation, but I guess it's just missing the owner at that phase. Thanks for your help, Chrsi On Mon, 2005-09-19 at 10:36 -0700, Patrick Morris wrote: > There is no owner on create. Maybe "On owner change" would work? > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Christopher > Wall > Sent: Monday, September 19, 2005 8:58 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Possibly RTFM (apologies): notifying owner ON creationof > a ticket. > > Good morning, > > I have scrips set up which email users (requestor, owner) when they are > assigned an unassigned ticket, or when a comment is made. However, > notification does not seem to go out when the ticket is created and assigned > all at the same time. > > I have tried a script that says "on create, notify owner, with template: > blank", to no avail. I am wondering what I am missing and anyone could > provide insight. > > I am running RT 3.2.1, and can provide the installed list from the system > config if this would provide insight. > > Again, apologies if this has been covered. If I could be pointed to a more > appropriate resource or method to solve this I would be most appreciative. > > Thanks again, > Chris Wall From phil.labonte at transcore.com Mon Sep 19 16:25:48 2005 From: phil.labonte at transcore.com (Phil Labonte) Date: Mon, 19 Sep 2005 16:25:48 -0400 Subject: [rt-users] Statistics Package install help... Message-ID: <432F1ECC.1000203@transcore.com> An HTML attachment was scrubbed... URL: From rt at vtwireless.com Mon Sep 19 16:47:00 2005 From: rt at vtwireless.com (Stan) Date: Mon, 19 Sep 2005 16:47:00 -0400 Subject: [rt-users] Apache 2 Instructions? Message-ID: <432F23C4.60205@vtwireless.com> I have a system running Apache 1.3 and RT 3.4.2. For some reason NTLM authentication died, and I want to switch to LDAP anyways. I am unable to get LDAP to compile into my Apache configuration. Does anyone have directions for compiling Apache 2 w/ LDAP support from source? Here are my 1.3 instructions (self made): > Extract Software tar zxvf mod_perl-1.0-current.tar.gz tar zxvf apache_1.3.33.tar.gz tar zxvf rt-3.4.2.tar.gz tar zxvf stable.tar.gz cd perl-5.8.6 ./Configure Installed to: /home/rt/local-perl make install > Run CPAN ~/local-perl/bin/perl -MCPAN -e shell All Defaults but: Your choice: [] PREFIX=~/local-perl Servers 1,4,5 > Update CPAN install Bundle::CPAN > Configure mod_perl perl Makefile.PL PREFIX=/home/rt APACHE_PREFIX=/home/rt/apache APACHE_SRC=../apache_1.3.33/src/ DO_HTTPD=1 USE_APACI=1 EVERYTHING=1 make make install > Install apache configure --enable-module=unique_id --enable-module=rewrite --enable-module=speling --enable-module=expires --enable-module=info --enable-module=log_agent --enable-module=log_referer --enable-module=usertrack --enable-module=proxy --enable-module=userdir --enable-module=so --activate-module=src/modules/perl/libperl.a --enable-module=perl --prefix=/home/rt/apache make make install export PERL=/home/rt/local-perl/bin/perl Configure RT: ./configure --prefix=/home/rt/rt --with-db-dba=root --with-bin-owner=rt --with-rt-group=rt --with-libs-owner=rt --with-libs-group=rt --with-web-user=rt --with-web-group=rt --with-db-rt-user=rt --with-db-rt-pass=XXXXXXX For LDAP I did this; wget http://www.muquit.com/muquit/software/mod_auth_ldap/mod_auth_ldap3.05.tar.gz tar zxvf mod_auth_ldap3.05.tar.gz cd mod_auth_ldap3.05 cd apache_1.3.33 mv ../mod_auth_ldap3.05 ./src/modules/ldap configure --enable-module=unique_id --enable-module=rewrite --enable-module=speling --enable-module=expires --enable-module=info --enable-module=log_agent --enable-module=log_referer --enable-module=usertrack --enable-module=proxy --enable-module=userdir --enable-module=so --activate-module=src/modules/perl/libperl.a --enable-module=perl --prefix=/home/rt/apache --activate-module=src/modules/ldap/mod_auth_ldap.c But it doesnt seem to work. I would appreciate any help getting either solution working! Thanks Stan From Kevin.OBrien at sonyconnect.com Tue Sep 20 01:11:25 2005 From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin) Date: Mon, 19 Sep 2005 22:11:25 -0700 Subject: [rt-users] Suggestion for $RTAddressRegexp Message-ID: Since e-mail addresses are case-insensitive, I suggest adding //i to the RTAddressRegexp regular expressions in the following files: ./lib/RT/EmailParser.pm: line 438 ./lib/RT/Interface/Email.pm: line 190 -=Kevin=- -------------- next part -------------- An HTML attachment was scrubbed... URL: From Tobias.Warth at hp.com Tue Sep 20 02:02:52 2005 From: Tobias.Warth at hp.com (Tobias.Warth at hp.com) Date: Tue, 20 Sep 2005 08:02:52 +0200 Subject: [rt-users] Want to have /rt instead of /rt/ Message-ID: I configured RT 3.4.4 with Apache httpd 2.0.54 and FastCGI 2.4.2. If I type http://hostname/rt in my Browser I get the Login Form. After logging in I'm redirected to http://hostname/index.html instead of http://hostname/rt/index.html If I type http://hostname/rt/ everything works, but our customer don't want to have the trailing '/'. How can I do this? httpd.conf: AddHandler fastcgi-script fcgi ScriptAlias /rt /apps/opt/rt/current/bin/mason_handler.fcgi Alias /NoAuth/ /apps/opt/rt/current/share/html/NoAuth/ DirectoryIndex index.html Options FollowSymLinks ExecCGI AllowOverride None FastCgiIpcDir /tmp FastCgiServer /apps/opt/rt/current/bin/mason_handler.fcgi -idle-timeout 120 -processes 4 RT_SiteConfig.pm: Set($WebPath , "/rt"); Set($WebBaseURL , "http://hostname:80"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Regards, Tobias Warth From abilashpraveen82 at hotmail.com Tue Sep 20 03:24:49 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Tue, 20 Sep 2005 12:54:49 +0530 Subject: [rt-users] perl installation 5.8.7 References: <200509171729.06191.putzoa@gmx.de> Message-ID: To not to be confused, I re-installed perl 5.8.7.. but this time it is here.. # which perl /usr/local/bin/perl I think I must move it to /usr/bin/perl? How do I do that? I think once this is done, everything will be in place. thanks again, praveen ----- Original Message ----- From: "Andreas Putzo" To: Sent: Saturday, September 17, 2005 8:59 PM Subject: Re: [rt-users] perl installation 5.8.7 > Hi, > On Saturday 17 September 2005 15:24, Abilash Praveen M wrote: >> I just installed perl 5.8.7. Also, >> >> but when i do a ]# make testdeps >> /usr/bin/perl ./sbin/rt-test-dependencies --verbose --with-mysql >> perl: >> 5.8.3...found >> Can you please help me? Thanks in advance. > > 5.8.3 is hardcoded in rt-test-dependencies. > The correct output should be ">=5.8.3...found". > > To get the perl binary, RT is using, do 'grep ^PERL Makefile' > (usually /usr/bin/perl). > > Regards, > > 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 shtang at clustertech.com Tue Sep 20 05:11:36 2005 From: shtang at clustertech.com (Ricky Tang Siu Hong) Date: Tue, 20 Sep 2005 17:11:36 +0800 Subject: [rt-users] Want to have /rt instead of /rt/ References: Message-ID: <011701c5bdc3$505160b0$0780a8c0@clustertech.com> Usually Apache rewrite rule will help to add the trailing slash. Check your config files. ----- Original Message ----- From: To: Sent: Tuesday, September 20, 2005 2:02 PM Subject: [rt-users] Want to have /rt instead of /rt/ > > I configured RT 3.4.4 with Apache httpd 2.0.54 and FastCGI 2.4.2. > > If I type http://hostname/rt in my Browser I get the Login Form. After > logging in I'm redirected to http://hostname/index.html instead of > http://hostname/rt/index.html > > > If I type http://hostname/rt/ everything works, but our customer don't > want to have the trailing '/'. > > > How can I do this? > > > > httpd.conf: > AddHandler fastcgi-script fcgi > ScriptAlias /rt /apps/opt/rt/current/bin/mason_handler.fcgi > Alias /NoAuth/ /apps/opt/rt/current/share/html/NoAuth/ > > DirectoryIndex index.html > Options FollowSymLinks ExecCGI > AllowOverride None > > FastCgiIpcDir /tmp > FastCgiServer /apps/opt/rt/current/bin/mason_handler.fcgi -idle-timeout > 120 -processes 4 > > > RT_SiteConfig.pm: > Set($WebPath , "/rt"); > Set($WebBaseURL , "http://hostname:80"); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > > Regards, > > Tobias Warth > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 abilashpraveen82 at hotmail.com Tue Sep 20 07:47:37 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Tue, 20 Sep 2005 17:17:37 +0530 Subject: [rt-users] perl and apache error after rt installation Message-ID: Hi, I'm sure I messed up perl in my FC4 box when I tried to update . I tried yum remove perl, but it looks like it's going to be a complete re-install of my FC4. I don't want to re-install entire FC4. Is there a way to bring back perl ok? Here is what you can see in apache logs after the RT installation. [Tue Sep 20 11:01:23 2005] [notice] caught SIGTERM, shutting down [Tue Sep 20 11:01:24 2005] [error] Can't locate Locale/Maketext/Lexicon.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/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 /opt/rt3/lib/RT/I18N.pm line 57.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line 57.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 48.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation failed in require at /opt/rt3/bin/webmux.pl line 66.\nBEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 66.\nCompilation failed in require at (eval 2) line 1.\n [Tue Sep 20 11:01:24 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server Please also note that I did not do any force installs. I installed RT only after make testdeps gave me "Everything was found" perl -v gives This is perl, v5.8.7 built for i686-linux # which perl /usr/local/bin/perl Sorry about the long email. I'm having this problem for the past few days and I'm unable to sort it out. Can I please ask someone out here to help me?? If you need more details, please let me know. kind regards, Praveen -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joerg.Ungermann at web.de Tue Sep 20 08:00:24 2005 From: Joerg.Ungermann at web.de (=?iso-8859-1?Q?J=F6rg=20Ungermann?=) Date: Tue, 20 Sep 2005 14:00:24 +0200 Subject: [rt-users] $DefaultSearchResultFormat in RT_Config.pm. Message-ID: <796569813@web.de> Dear Rt users, we need to change the Search Result page so that it shows the Requestor RealName instead of the Email Address. How can that be done in $DefaultSearchResultFormat or ColumnMap? I could not find documentation on the possible vaiables to use in $DefaultSearchResultFormat or ColumnMap Can you point me to the right direction? Kind regards J?rg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 From rlongueve at team-partners.com Tue Sep 20 07:59:02 2005 From: rlongueve at team-partners.com (LONGUEVE Remy) Date: Tue, 20 Sep 2005 13:59:02 +0200 Subject: [rt-users] RT3.4 & GnuPG email encryption Message-ID: <11598107048FD24F95FE9F2732E05F6417866B@srv-ex-01.tpg.com> Hi, Is it possible to crypt notification emails using GnuPG? Where do I configure such interface? There's no reference to encryption in RT_Siteconfig.pm file. Thanks. Remy -------------- next part -------------- A non-text attachment was scrubbed... Name: winmail.dat Type: application/ms-tnef Size: 1987 bytes Desc: not available URL: From klimkin at falkag.com Tue Sep 20 08:06:56 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Tue, 20 Sep 2005 16:06:56 +0400 Subject: [rt-users] perl and apache error after rt installation In-Reply-To: References: Message-ID: <432FFB60.5040101@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings! Abilash Praveen M wrote: > I don't want to re-install entire FC4. Is there a way to bring back perl > ok? Here is what you can see in apache logs after the RT installation. > > [Tue Sep 20 11:01:23 2005] [notice] caught SIGTERM, shutting down > [Tue Sep 20 11:01:24 2005] [error] Can't locate > Locale/Maketext/Lexicon.pm in @INC (@INC contains: /opt/rt3/local/lib [skip] > Please also note that I did not do any force installs. I installed RT > only after make testdeps gave me "Everything was found" At least Locale::Maketext::Lexicon is missing. Try make testdeps and look for Core dependencies/Locale::Maketext::Lexicon. If it is "missing" just do make fixdeps. If "found"... something broken, try: $> perl -MCPAN -e 'install Locale::Maketext::Lexicon' I hope this will help. 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 iD8DBQFDL/tg2ce6OqXQ52QRAhksAKCeISTYQKR43HKuYC4O8tHS0YDiQgCgmZH/ 1FwBMcVGPz8SOS00z8k7Hts= =2Y66 -----END PGP SIGNATURE----- From ruslan.zakirov at gmail.com Tue Sep 20 08:10:33 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 20 Sep 2005 16:10:33 +0400 Subject: [rt-users] perl and apache error after rt installation In-Reply-To: References: Message-ID: <589c9440050920051083bee00@mail.gmail.com> You have two perl installations: with /usr/local/ prefix and with /usr prefix. First looks like build from sources, second is from FC RPMs. Errors you see shows that FCGI or apache uses perl from /usr. Try to reinstall RT3 sources, but run `PERL=/usr/local/bin/perl ./configure --...` before `make install`. This should help. On 9/20/05, Abilash Praveen M wrote: > > Hi, > > I'm sure I messed up perl in my FC4 box when I tried to update . I tried yum > remove perl, but it looks like it's going to be a complete re-install of my > FC4. > > I don't want to re-install entire FC4. Is there a way to bring back perl ok? > Here is what you can see in apache logs after the RT installation. > > [Tue Sep 20 11:01:23 2005] [notice] caught SIGTERM, shutting down > [Tue Sep 20 11:01:24 2005] [error] Can't locate Locale/Maketext/Lexicon.pm > in @INC (@INC contains: /opt/rt3/local/lib /opt/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 /opt/rt3/lib/RT/I18N.pm line > 57.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line > 57.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 48.\nBEGIN > failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation > failed in require at /opt/rt3/bin/webmux.pl line 66.\nBEGIN > failed--compilation aborted at /opt/rt3/bin/webmux.pl line 66.\nCompilation > failed in require at (eval 2) line 1.\n > [Tue Sep 20 11:01:24 2005] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server > > Please also note that I did not do any force installs. I installed RT only > after make testdeps gave me "Everything was found" > > perl -v gives This is perl, v5.8.7 built for i686-linux > > # which perl > /usr/local/bin/perl > > Sorry about the long email. I'm having this problem for the past few days > and I'm unable to sort it out. > > Can I please ask someone out here to help me?? If you need more details, > please let me know. > > > kind regards, > Praveen > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Sep 20 08:27:01 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 20 Sep 2005 16:27:01 +0400 Subject: [rt-users] perl and apache error after rt installation In-Reply-To: <589c9440050920051083bee00@mail.gmail.com> References: <589c9440050920051083bee00@mail.gmail.com> Message-ID: <589c944005092005274add8e89@mail.gmail.com> On 9/20/05, Ruslan Zakirov wrote: > You have two perl installations: with /usr/local/ prefix and with /usr > prefix. First looks like build from sources, second is from FC RPMs. > > Errors you see shows that FCGI or apache uses perl from /usr. Oh, sorry, looks like you are using mod_perl, but MP can be compiled against particular perl build and as I understand you have MP installed from RPMs or it's built from sources against perl that is in /usr. AFAIK you can't build two MP modules for one apache agaist two different perls so may be it would be easier for you to go with FCGI. But anyway you have to do next steps to be sure all RT scripts use perl installation you want: > Try to reinstall RT3 sources, but run `PERL=/usr/local/bin/perl > ./configure --...` before `make install`. This should help. > > On 9/20/05, Abilash Praveen M wrote: > > > > Hi, > > > > I'm sure I messed up perl in my FC4 box when I tried to update . I tried yum > > remove perl, but it looks like it's going to be a complete re-install of my > > FC4. > > > > I don't want to re-install entire FC4. Is there a way to bring back perl ok? > > Here is what you can see in apache logs after the RT installation. > > > > [Tue Sep 20 11:01:23 2005] [notice] caught SIGTERM, shutting down > > [Tue Sep 20 11:01:24 2005] [error] Can't locate Locale/Maketext/Lexicon.pm > > in @INC (@INC contains: /opt/rt3/local/lib /opt/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 /opt/rt3/lib/RT/I18N.pm line > > 57.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line > > 57.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 48.\nBEGIN > > failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation > > failed in require at /opt/rt3/bin/webmux.pl line 66.\nBEGIN > > failed--compilation aborted at /opt/rt3/bin/webmux.pl line 66.\nCompilation > > failed in require at (eval 2) line 1.\n > > [Tue Sep 20 11:01:24 2005] [error] Can't load Perl file: > > /opt/rt3/bin/webmux.pl for server > > > > Please also note that I did not do any force installs. I installed RT only > > after make testdeps gave me "Everything was found" > > > > perl -v gives This is perl, v5.8.7 built for i686-linux > > > > # which perl > > /usr/local/bin/perl > > > > Sorry about the long email. I'm having this problem for the past few days > > and I'm unable to sort it out. > > > > Can I please ask someone out here to help me?? If you need more details, > > please let me know. > > > > > > kind regards, > > Praveen > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at 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 kfh at mqsoftware.com Tue Sep 20 08:45:31 2005 From: kfh at mqsoftware.com (Kelly F. Hickel) Date: Tue, 20 Sep 2005 07:45:31 -0500 Subject: [rt-users] $DefaultSearchResultFormat in RT_Config.pm. Message-ID: <3C05BBBA1B54ED43B1A6827E620EF1CD012FA725@mailservermn.mqsoftware.com> J?rg, Found this in /opt/rt3/share/html/Elements/RT__Ticket/ColumnMap: Requestors => { value => sub { return $_[0]->Requestors->MemberEmailAddressesAsString } }, I suspect you'd have to add a ColumnMap callback, and override Requestors to return the field that you want. -Kelly -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of J?rg Ungermann Sent: Tuesday, September 20, 2005 7:00 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] $DefaultSearchResultFormat in RT_Config.pm. Dear Rt users, we need to change the Search Result page so that it shows the Requestor RealName instead of the Email Address. How can that be done in $DefaultSearchResultFormat or ColumnMap? I could not find documentation on the possible vaiables to use in $DefaultSearchResultFormat or ColumnMap Can you point me to the right direction? Kind regards J?rg ______________________________________________________________ Verschicken Sie romantische, coole und witzige Bilder per SMS! Jetzt bei WEB.DE FreeMail: http://f.web.de/?mc=021193 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 abilashpraveen82 at hotmail.com Tue Sep 20 09:00:06 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Tue, 20 Sep 2005 18:30:06 +0530 Subject: Fw: [rt-users] perl and apache error after rt installation Message-ID: ----- Original Message ----- From: "Abilash Praveen M" To: Sent: Tuesday, September 20, 2005 6:06 PM Subject: Re: [rt-users] perl and apache error after rt installation > ok, how can i remove one of those MP and one of those perls? I'm sure it's > going to be a mess to keep two of the twos.. > > please advice. > > thanks again > abilash praveen > ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Abilash Praveen M" > Cc: > Sent: Tuesday, September 20, 2005 5:57 PM > Subject: Re: [rt-users] perl and apache error after rt installation > > > On 9/20/05, Ruslan Zakirov wrote: >> You have two perl installations: with /usr/local/ prefix and with /usr >> prefix. First looks like build from sources, second is from FC RPMs. >> >> Errors you see shows that FCGI or apache uses perl from /usr. > Oh, sorry, looks like you are using mod_perl, but MP can be compiled > against particular perl build and as I understand you have MP > installed from RPMs or it's built from sources against perl that is in > /usr. AFAIK you can't build two MP modules for one apache agaist two > different perls so may be it would be easier for you to go with FCGI. > > But anyway you have to do next steps to be sure all RT scripts use > perl installation you want: >> Try to reinstall RT3 sources, but run `PERL=/usr/local/bin/perl >> ./configure --...` before `make install`. This should help. >> >> On 9/20/05, Abilash Praveen M wrote: >> > >> > Hi, >> > >> > I'm sure I messed up perl in my FC4 box when I tried to update . I >> > tried yum >> > remove perl, but it looks like it's going to be a complete re-install >> > of my >> > FC4. >> > >> > I don't want to re-install entire FC4. Is there a way to bring back >> > perl ok? >> > Here is what you can see in apache logs after the RT installation. >> > >> > [Tue Sep 20 11:01:23 2005] [notice] caught SIGTERM, shutting down >> > [Tue Sep 20 11:01:24 2005] [error] Can't locate >> > Locale/Maketext/Lexicon.pm >> > in @INC (@INC contains: /opt/rt3/local/lib /opt/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 /opt/rt3/lib/RT/I18N.pm line >> > 57.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line >> > 57.\nCompilation failed in require at /opt/rt3/lib/RT.pm line >> > 48.\nBEGIN >> > failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation >> > failed in require at /opt/rt3/bin/webmux.pl line 66.\nBEGIN >> > failed--compilation aborted at /opt/rt3/bin/webmux.pl line >> > 66.\nCompilation >> > failed in require at (eval 2) line 1.\n >> > [Tue Sep 20 11:01:24 2005] [error] Can't load Perl file: >> > /opt/rt3/bin/webmux.pl for server >> > >> > Please also note that I did not do any force installs. I installed RT >> > only >> > after make testdeps gave me "Everything was found" >> > >> > perl -v gives This is perl, v5.8.7 built for i686-linux >> > >> > # which perl >> > /usr/local/bin/perl >> > >> > Sorry about the long email. I'm having this problem for the past few >> > days >> > and I'm unable to sort it out. >> > >> > Can I please ask someone out here to help me?? If you need more >> > details, >> > please let me know. >> > >> > >> > kind regards, >> > Praveen >> > >> > >> > _______________________________________________ >> > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> > >> > Be sure to check out the RT Wiki at 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 abilashpraveen82 at hotmail.com Tue Sep 20 09:00:21 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Tue, 20 Sep 2005 18:30:21 +0530 Subject: Fw: [rt-users] perl and apache error after rt installation Message-ID: ----- Original Message ----- From: "Abilash Praveen M" To: Sent: Tuesday, September 20, 2005 5:55 PM Subject: Re: [rt-users] perl and apache error after rt installation > okay. I think you figured out my problem. Cuz, > > # perl -MCPAN -e 'install Locale::Maketext::Lexicon' > CPAN: Storable loaded ok > Going to read /root/.cpan/Metadata > Database was generated on Tue, 20 Sep 2005 03:09:00 GMT > Locale::Maketext::Lexicon is up to date. > > So, now I have one question. Should I not have two perls? Yes, and /usr is > FC4 rpm's. /usr/local is the one I built from sources. Is it alright to > remove one perl? Maybe the one I built from source? If so, how can I > remove(uninstall) it? I want to keep the FC4 rpm, cuz thats where I can do > a yum update easily. I would preffer rt install with the default perl.. > > please advice. > > thanks again, > abilash praveen > ----- Original Message ----- > From: "Ruslan Zakirov" > To: "Abilash Praveen M" > Cc: > Sent: Tuesday, September 20, 2005 5:40 PM > Subject: Re: [rt-users] perl and apache error after rt installation > > > You have two perl installations: with /usr/local/ prefix and with /usr > prefix. First looks like build from sources, second is from FC RPMs. > > Errors you see shows that FCGI or apache uses perl from /usr. > Try to reinstall RT3 sources, but run `PERL=/usr/local/bin/perl > ./configure --...` before `make install`. This should help. > > On 9/20/05, Abilash Praveen M wrote: >> >> Hi, >> >> I'm sure I messed up perl in my FC4 box when I tried to update . I tried >> yum >> remove perl, but it looks like it's going to be a complete re-install of >> my >> FC4. >> >> I don't want to re-install entire FC4. Is there a way to bring back perl >> ok? >> Here is what you can see in apache logs after the RT installation. >> >> [Tue Sep 20 11:01:23 2005] [notice] caught SIGTERM, shutting down >> [Tue Sep 20 11:01:24 2005] [error] Can't locate >> Locale/Maketext/Lexicon.pm >> in @INC (@INC contains: /opt/rt3/local/lib /opt/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 /opt/rt3/lib/RT/I18N.pm line >> 57.\nBEGIN failed--compilation aborted at /opt/rt3/lib/RT/I18N.pm line >> 57.\nCompilation failed in require at /opt/rt3/lib/RT.pm line 48.\nBEGIN >> failed--compilation aborted at /opt/rt3/lib/RT.pm line 48.\nCompilation >> failed in require at /opt/rt3/bin/webmux.pl line 66.\nBEGIN >> failed--compilation aborted at /opt/rt3/bin/webmux.pl line >> 66.\nCompilation >> failed in require at (eval 2) line 1.\n >> [Tue Sep 20 11:01:24 2005] [error] Can't load Perl file: >> /opt/rt3/bin/webmux.pl for server >> >> Please also note that I did not do any force installs. I installed RT >> only >> after make testdeps gave me "Everything was found" >> >> perl -v gives This is perl, v5.8.7 built for i686-linux >> >> # which perl >> /usr/local/bin/perl >> >> Sorry about the long email. I'm having this problem for the past few days >> and I'm unable to sort it out. >> >> Can I please ask someone out here to help me?? If you need more details, >> please let me know. >> >> >> kind regards, >> Praveen >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at 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 Tobias.Warth at hp.com Tue Sep 20 09:07:00 2005 From: Tobias.Warth at hp.com (Tobias.Warth at hp.com) Date: Tue, 20 Sep 2005 15:07:00 +0200 Subject: [rt-users] Want to have /rt instead of /rt/ Message-ID: Redirect /rt http://hostname/rt/index.html results in http://hostname/rt/index.html/index.html/index.html/index.html/index.htm l/index.html/index.html/index.html/index.html/index.html Redirect /rt http://hostname/rt/ results in http://hostname/rt////////////////////// RewriteEngine on RewriteRule ^/rt$ /rt/ [R] results in http://hostname/rt Doesn't work, in my configuration :-( -----Original Message----- From: Ricky Tang Siu Hong [mailto:shtang at clustertech.com] Sent: Dienstag, 20. September 2005 11:12 To: Warth, Tobias; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Want to have /rt instead of /rt/ Usually Apache rewrite rule will help to add the trailing slash. Check your config files. ----- Original Message ----- From: To: Sent: Tuesday, September 20, 2005 2:02 PM Subject: [rt-users] Want to have /rt instead of /rt/ > > I configured RT 3.4.4 with Apache httpd 2.0.54 and FastCGI 2.4.2. > > If I type http://hostname/rt in my Browser I get the Login Form. After > logging in I'm redirected to http://hostname/index.html instead of > http://hostname/rt/index.html > > > If I type http://hostname/rt/ everything works, but our customer don't > want to have the trailing '/'. > > > How can I do this? > > > > httpd.conf: > AddHandler fastcgi-script fcgi > ScriptAlias /rt /apps/opt/rt/current/bin/mason_handler.fcgi > Alias /NoAuth/ /apps/opt/rt/current/share/html/NoAuth/ > > DirectoryIndex index.html > Options FollowSymLinks ExecCGI > AllowOverride None > > FastCgiIpcDir /tmp > FastCgiServer /apps/opt/rt/current/bin/mason_handler.fcgi -idle-timeout > 120 -processes 4 > > > RT_SiteConfig.pm: > Set($WebPath , "/rt"); > Set($WebBaseURL , "http://hostname:80"); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > > Regards, > > Tobias Warth > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > From barnesaw at ucrwcu.rwc.uc.edu Tue Sep 20 09:10:24 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Tue, 20 Sep 2005 09:10:24 -0400 Subject: [rt-users] Want to have /rt instead of /rt/ In-Reply-To: References: Message-ID: <43300A40.30406@ucrwcu.rwc.uc.edu> On mine, I have RewriteRule ^(.*)/$ $1/index.html Tobias.Warth at hp.com wrote: > >Redirect /rt http://hostname/rt/index.html > >results in >http://hostname/rt/index.html/index.html/index.html/index.html/index.htm >l/index.html/index.html/index.html/index.html/index.html > > > >Redirect /rt http://hostname/rt/ > >results in http://hostname/rt////////////////////// > > >RewriteEngine on >RewriteRule ^/rt$ /rt/ [R] > >results in http://hostname/rt > > > >Doesn't work, in my configuration :-( > > > >-----Original Message----- >From: Ricky Tang Siu Hong [mailto:shtang at clustertech.com] >Sent: Dienstag, 20. September 2005 11:12 >To: Warth, Tobias; rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Want to have /rt instead of /rt/ > >Usually Apache rewrite rule will help to add the trailing slash. Check >your config files. > >----- Original Message ----- >From: >To: >Sent: Tuesday, September 20, 2005 2:02 PM >Subject: [rt-users] Want to have /rt instead of /rt/ > > > > >>I configured RT 3.4.4 with Apache httpd 2.0.54 and FastCGI 2.4.2. >> >>If I type http://hostname/rt in my Browser I get the Login Form. After >>logging in I'm redirected to http://hostname/index.html instead of >>http://hostname/rt/index.html >> >> >>If I type http://hostname/rt/ everything works, but our customer don't >>want to have the trailing '/'. >> >> >>How can I do this? >> >> >> >>httpd.conf: >>AddHandler fastcgi-script fcgi >>ScriptAlias /rt /apps/opt/rt/current/bin/mason_handler.fcgi >>Alias /NoAuth/ /apps/opt/rt/current/share/html/NoAuth/ >> >> DirectoryIndex index.html >> Options FollowSymLinks ExecCGI >> AllowOverride None >> >>FastCgiIpcDir /tmp >>FastCgiServer /apps/opt/rt/current/bin/mason_handler.fcgi >> >> >-idle-timeout > > >>120 -processes 4 >> >> >>RT_SiteConfig.pm: >>Set($WebPath , "/rt"); >>Set($WebBaseURL , "http://hostname:80"); >>Set($WebURL , $WebBaseURL . $WebPath . "/"); >> >> >> >>Regards, >> >>Tobias Warth >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.bestpractical.com >> >> >> > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From Tobias.Warth at hp.com Tue Sep 20 09:14:14 2005 From: Tobias.Warth at hp.com (Tobias.Warth at hp.com) Date: Tue, 20 Sep 2005 15:14:14 +0200 Subject: [rt-users] Want to have /rt instead of /rt/ Message-ID: Thanks it works :-) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Drew Barnes Sent: Dienstag, 20. September 2005 15:10 To: Warth, Tobias Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Want to have /rt instead of /rt/ On mine, I have RewriteRule ^(.*)/$ $1/index.html Tobias.Warth at hp.com wrote: > >Redirect /rt http://hostname/rt/index.html > >results in >http://hostname/rt/index.html/index.html/index.html/index.html/index.ht >m l/index.html/index.html/index.html/index.html/index.html > > > >Redirect /rt http://hostname/rt/ > >results in http://hostname/rt////////////////////// > > >RewriteEngine on >RewriteRule ^/rt$ /rt/ [R] > >results in http://hostname/rt > > > >Doesn't work, in my configuration :-( > > > >-----Original Message----- >From: Ricky Tang Siu Hong [mailto:shtang at clustertech.com] >Sent: Dienstag, 20. September 2005 11:12 >To: Warth, Tobias; rt-users at lists.bestpractical.com >Subject: Re: [rt-users] Want to have /rt instead of /rt/ > >Usually Apache rewrite rule will help to add the trailing slash. Check >your config files. > >----- Original Message ----- >From: >To: >Sent: Tuesday, September 20, 2005 2:02 PM >Subject: [rt-users] Want to have /rt instead of /rt/ > > > > >>I configured RT 3.4.4 with Apache httpd 2.0.54 and FastCGI 2.4.2. >> >>If I type http://hostname/rt in my Browser I get the Login Form. After >>logging in I'm redirected to http://hostname/index.html instead of >>http://hostname/rt/index.html >> >> >>If I type http://hostname/rt/ everything works, but our customer don't >>want to have the trailing '/'. >> >> >>How can I do this? >> >> >> >>httpd.conf: >>AddHandler fastcgi-script fcgi >>ScriptAlias /rt /apps/opt/rt/current/bin/mason_handler.fcgi >>Alias /NoAuth/ /apps/opt/rt/current/share/html/NoAuth/ >> >> DirectoryIndex index.html >> Options FollowSymLinks ExecCGI >> AllowOverride None >> >>FastCgiIpcDir /tmp >>FastCgiServer /apps/opt/rt/current/bin/mason_handler.fcgi >> >> >-idle-timeout > > >>120 -processes 4 >> >> >>RT_SiteConfig.pm: >>Set($WebPath , "/rt"); >>Set($WebBaseURL , "http://hostname:80"); Set($WebURL , $WebBaseURL . >>$WebPath . "/"); >> >> >> >>Regards, >> >>Tobias Warth >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.bestpractical.com >> >> >> > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Sep 20 09:33:27 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 20 Sep 2005 17:33:27 +0400 Subject: [rt-users] Want to have /rt instead of /rt/ In-Reply-To: References: Message-ID: <589c944005092006333671a0aa@mail.gmail.com> On 9/20/05, Tobias.Warth at hp.com wrote: > > I configured RT 3.4.4 with Apache httpd 2.0.54 and FastCGI 2.4.2. > > If I type http://hostname/rt in my Browser I get the Login Form. After > logging in I'm redirected to http://hostname/index.html instead of > http://hostname/rt/index.html > > > If I type http://hostname/rt/ everything works, but our customer don't > want to have the trailing '/'. > > > How can I do this? > > > > httpd.conf: > AddHandler fastcgi-script fcgi > ScriptAlias /rt /apps/opt/rt/current/bin/mason_handler.fcgi > Alias /NoAuth/ /apps/opt/rt/current/share/html/NoAuth/ > > DirectoryIndex index.html > Options FollowSymLinks ExecCGI > AllowOverride None > Right thing would be to use: # note: DirectorySlash disables DirectoryIndex directive DirectorySlash On # RT should handle directory indexes itself # but if it doesn't work(IMHO in this case RT bug) uncomment next string # RewriteRule ^(.*)/$ $1/index.html Options FollowSymLinks ExecCGI AllowOverride None Tobias, could you test this? RT should work without mod_rewrite. > FastCgiIpcDir /tmp > FastCgiServer /apps/opt/rt/current/bin/mason_handler.fcgi -idle-timeout > 120 -processes 4 > > > RT_SiteConfig.pm: > Set($WebPath , "/rt"); > Set($WebBaseURL , "http://hostname:80"); > Set($WebURL , $WebBaseURL . $WebPath . "/"); > > > > Regards, > > Tobias Warth > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 tmaciak at ci.grand-rapids.mi.us Tue Sep 20 11:51:15 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Tue, 20 Sep 2005 11:51:15 -0400 Subject: [rt-users] Problem with email reception - Critical Error Message-ID: <"H0000c1a00669c01.1127231474.frozone.grand-rapids.mi.us*"@MHS> Our system has experienced the same problem only it is coming from Emails internally. We do not have to restart apache to get it working again But I have noticed this pattern in every case it has happened (like 5-6 times per month). [Mon Sep 19 15:21:42 2005] [crit]: Couldn't load module 'RT::Interface::Email::': Can't locate RT/Interface/Email/.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib ../../ /opt/otrs/Kernel/cpan-lib /opt/otrs/ /usr/lib/perl5/5.8.5/i386-linux-thread-multi /usr/lib/perl5/5.8.5 /usr/lib/perl5/site_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.5 /usr/lib/perl5/site_perl/5.8.4 /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.5/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.4/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.5 /usr/lib/perl5/vendor_perl/5.8.4 /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl . /etc/httpd/ /etc/httpd/lib/perl) at (eval 857) line 1. Stack: [(eval 857):1] [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:59] (/opt/rt3/lib/RT/Interface/Email.pm:585) [Mon Sep 19 15:21:42 2005] [error]: RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for this email (xyzxyz at ci.grand-rapids.mi.us). Although I have verified that xyxxyz user does in fact exist (and existed at the time of this email coming into the system). Anybody have any advice?? I am using RT v3.4.2 on Fedora Core 3 system. === START ACTUAL EMAIL that caused the error: CC: abcdefg at ci.grand-rapids.mi.us Subject: Computers Date: Thu, 15 Sep 2005 10:55:06 -0400 To: OURsuppor at ci.grand-rapids.mi.us From: xyzxyz at ci.grand-rapids.mi.us Download (untitled) text/plain 1.1k We have several computers in our office that need to be removed and one that needs to be switched with another computer. * Remove ABC52321 and monitor * Remove ABC52282 and monitor * Remove ABC51069 (keep monitor) - switch with ABC52539. The data/documents on ABC51069 should be moved to ABC52539. The documents on ABC52539 can stay on the computer. The speakers with ABC52539 can be removed. We also have 2 computers that will need to be removed after October 31, 2005. These computers are: * ABC52309 and monitor * ABC52551 and monitor Thanks again for all your help! :) Download (untitled) text/html 2.5k ?|? RT 3.4.2 Copyright 1996-2005 Best Practical Solutions, LLC. === END ACTUAL EMAIL Alex S. Moura wrote: > Hello, > > We believe that our rt-3.0.12 has a problem with email reception. > The system is a FreeBSD 4.1x with RT installed via ports. It has > been showing the following messages (and giving the EX_TEMPFAIL error) > to many messages that arrive: > --------------------------------------------------------- > > >
Couldn't load module RT::Interface::Email::: Can't locate 
> RT/Interface/Email/.pm in @INC (@INC contains: 
> /usr/local/rt3/local/lib /usr/local/rt3/lib 
> /usr/local/lib/perl5/site_perl/5.8.6/mach 
> /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
> /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
> /usr/local/lib/perl5/5.8.6 .) at (eval 7923) line 1.
>
> Stack:
>  [(eval 7923):1]
>  [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]
>
>
> Trace begun at 
> /usr/local/lib/perl5/site_perl/5.8.6/HTML/Mason/Exceptions.pm line 131
> HTML::Mason::Exceptions::rethrow_exception('Couldn\'t load module 
> RT::Interface::Email::: Can\'t locate RT/Interface/Email/.pm in @INC 
> (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib 
> /usr/local/lib/perl5/site_perl/5.8.6/mach 
> /usr/local/lib/perl5/site_perl/5.8.6 /usr/local/lib/perl5/site_perl 
> /usr/local/lib/perl5/5.8.6/BSDPAN /usr/local/lib/perl5/5.8.6/mach 
> /usr/local/lib/perl5/5.8.6 .) at (eval 7923) line 1.^J^JStack:^J  
> [(eval 7923):1]^J  
> [/usr/local/rt3/share/html/REST/1.0/NoAuth/mail-gateway:32]^J') called 
> at /usr/local/rt3/lib/RT/Interface/Email.pm line 515
> ---------------------------------------------------------
>
> The RT port has been reinstalled today and updated to a newer
> release - rt-3.0.12_2 - but it still is exhibiting the same
> symptoms than before.
>
> What I can see as the cause is this message:
> 'Couldn\'t load module RT::Interface::Email::: Can\'t locate 
> RT/Interface/Email/.pm in @INC
>
> I understand that "RT/Interface/Email/.pm" should be 
> "RT/Interface/Email.pm", but
> I can't find where's the wrong reference. We don't have customizations
> in @RT::MailPlugins in SiteConfig. 

Hello,

We've detected that some spam we've received had very long strings in
the "From" header and envelope. We suspect that this is the cause of
breaking of the rt-mailgate script.

We've detected that when this error above occurs, the RT instance
has to be restarted by stopping and restarting apache to start processing
queued emails again.

We're don't have big knowledge of the Mason working and internals, but we
ssupect that when the rt-mailgate somehow breaks, the application cache
(is this correct?) gets corrupted.

Do someone with more knowledge of the RT internals have any information
about this issue?

Thank you very much,

Alex 


From vance.vagell at audiumcorp.com  Tue Sep 20 12:46:59 2005
From: vance.vagell at audiumcorp.com (Vance Vagell)
Date: Tue, 20 Sep 2005 12:46:59 -0400
Subject: [rt-users] User groups with non-priv users
Message-ID: <1127234819.4844.76.camel@rhodium.audiumcorp.com>

Hello,

I have spent considerable time reading the Wiki and other documentation
to figure this out.  We have an active installation of RT, and would
like to start using groups to organize our customers.  For example, we
would like to have a group for each company, with several users
belonging to that group, so that they can share tickets, etc.

However, when I create a new group and attempt to add users to the
group, only privileged users appear on the list.  I want to add
customers (not staff members) to the group.

How can I get our customers to show up on this list, so that I can add
them to the group?

Thank you,
Vance


From ruslan.zakirov at gmail.com  Tue Sep 20 13:12:30 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 20 Sep 2005 21:12:30 +0400
Subject: [rt-users] User groups with non-priv users
In-Reply-To: <1127234819.4844.76.camel@rhodium.audiumcorp.com>
References: <1127234819.4844.76.camel@rhodium.audiumcorp.com>
Message-ID: <589c94400509201012313a92f@mail.gmail.com>

On 9/20/05, Vance Vagell  wrote:
> Hello,
> 
> I have spent considerable time reading the Wiki and other documentation
> to figure this out.  We have an active installation of RT, and would
> like to start using groups to organize our customers.  For example, we
> would like to have a group for each company, with several users
> belonging to that group, so that they can share tickets, etc.
> 
> However, when I create a new group and attempt to add users to the
> group, only privileged users appear on the list.  I want to add
> customers (not staff members) to the group.
> 
> How can I get our customers to show up on this list, so that I can add
> them to the group?
Make them privileged, because you want give them privileges.
Privileged users are not only staff members.

> 
> Thank you,
> 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
> 


-- 
Best regards, Ruslan.


From Kevin.OBrien at sonyconnect.com  Tue Sep 20 13:55:55 2005
From: Kevin.OBrien at sonyconnect.com (O'Brien, Kevin)
Date: Tue, 20 Sep 2005 10:55:55 -0700
Subject: [rt-users] Suggestion for $RTAddressRegexp
Message-ID: 

True.  But I will quote RFC 2821:

 

The local-part of a mailbox MUST BE treated as case sensitive.
Therefore, SMTP implementations MUST take care to preserve the case of
mailbox local-parts. Mailbox domains are not case sensitive. In
particular, for some hosts the user "smith" is different from the user
"Smith". However, exploiting the case sensitivity of mailbox local-parts
impedes interoperability and is discouraged.

 

So, I would imagine that a far superior number of the users have mailers
that followed the heeding of the RFC and have not used case sensitivity.
Also, this is not modifying the address just telling the regex to ignore
case when trying to determine if the address is an RT address.  At the
very least, you would need to split the local-part and the domain since,
per the RFC, domains are case insensitive.

 

-=Kevin=-

  _____  

From: Patrick Morris [mailto:pmorris at hermesinfotech.com] 
Sent: Tuesday, September 20, 2005 10:04 AM
To: O'Brien, Kevin; rt-users at lists.bestpractical.com
Subject: RE: [rt-users] Suggestion for $RTAddressRegexp

 

E-mail addresses aren't necessarily case-insensitive.  It depends on the
mailer implementation.  I could list several mailers that are
case-sensitive.

 

  _____  

From: rt-users-bounces at lists.bestpractical.com
[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of O'Brien,
Kevin
Sent: Monday, September 19, 2005 10:11 PM
To: rt-users at lists.bestpractical.com
Subject: [rt-users] Suggestion for $RTAddressRegexp

Since e-mail addresses are case-insensitive, I suggest adding //i to the
RTAddressRegexp regular expressions in the following files:

./lib/RT/EmailParser.pm: line 438

./lib/RT/Interface/Email.pm: line 190

-=Kevin=-

-------------- next part --------------
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From vance.vagell at audiumcorp.com  Tue Sep 20 14:45:57 2005
From: vance.vagell at audiumcorp.com (Vance Vagell)
Date: Tue, 20 Sep 2005 14:45:57 -0400
Subject: [rt-users] User groups with non-priv users
In-Reply-To: <589c94400509201012313a92f@mail.gmail.com>
References: <1127234819.4844.76.camel@rhodium.audiumcorp.com>
	<589c94400509201012313a92f@mail.gmail.com>
Message-ID: <1127241957.4844.87.camel@rhodium.audiumcorp.com>

Hi Ruslan,

Thank you for the reply.  The problem with making all of these users
privileged is that they then see a different "home" when they login.
For example, right now they can only see the tickets they own.  As soon
as I make them privileged, they then see a list of tickets they own and
unowned tickets.  Perhaps this is just another configuration option that
I need to change, to maintain the look of "home" between privileged and
unprivileged users?

In short, is there any way a user can be added to a group if they are
not privileged?

Regards,
Vance


On Tue, 2005-09-20 at 13:12 -0400, Ruslan Zakirov wrote:
> On 9/20/05, Vance Vagell  wrote:
> > Hello,
> >
> > I have spent considerable time reading the Wiki and other
> documentation
> > to figure this out.  We have an active installation of RT, and would
> > like to start using groups to organize our customers.  For example,
> we
> > would like to have a group for each company, with several users
> > belonging to that group, so that they can share tickets, etc.
> >
> > However, when I create a new group and attempt to add users to the
> > group, only privileged users appear on the list.  I want to add
> > customers (not staff members) to the group.
> >
> > How can I get our customers to show up on this list, so that I can
> add
> > them to the group?
> Make them privileged, because you want give them privileges.
> Privileged users are not only staff members.
> 
> >
> > Thank you,
> > 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
> >
> 
> 
> --
> Best regards, Ruslan.
> 
> 


From ruslan.zakirov at gmail.com  Tue Sep 20 15:03:27 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 20 Sep 2005 23:03:27 +0400
Subject: [rt-users] User groups with non-priv users
In-Reply-To: <1127241957.4844.87.camel@rhodium.audiumcorp.com>
References: <1127234819.4844.76.camel@rhodium.audiumcorp.com>
	<589c94400509201012313a92f@mail.gmail.com>
	<1127241957.4844.87.camel@rhodium.audiumcorp.com>
Message-ID: <589c94400509201203200efcac@mail.gmail.com>

On 9/20/05, Vance Vagell  wrote:
> Hi Ruslan,
> 
> Thank you for the reply.  The problem with making all of these users
> privileged is that they then see a different "home" when they login.
Yeah, SelfService.

> For example, right now they can only see the tickets they own.  As soon
> as I make them privileged, they then see a list of tickets they own and
> unowned tickets.  Perhaps this is just another configuration option that
I think they see it only because you've configured your RT to show all
Queues/Tickets to privileged users. It's better to manage rights of
your staff members via groups too.

> I need to change, to maintain the look of "home" between privileged and
> unprivileged users?
> 
> In short, is there any way a user can be added to a group if they are
> not privileged?
There is one trick in RT you can use: mark user as privileged, add him
to group, make him unprivileged again. This is messy, but it works
because users still have rights via group membership even they
unprivileged.

I can't say that it's possible to limit privileged interface to
SelfService equivalent with rights management, but shure they can be
pretty close.
> 
> Regards,
> Vance
> 
> 
> On Tue, 2005-09-20 at 13:12 -0400, Ruslan Zakirov wrote:
> > On 9/20/05, Vance Vagell  wrote:
> > > Hello,
> > >
> > > I have spent considerable time reading the Wiki and other
> > documentation
> > > to figure this out.  We have an active installation of RT, and would
> > > like to start using groups to organize our customers.  For example,
> > we
> > > would like to have a group for each company, with several users
> > > belonging to that group, so that they can share tickets, etc.
> > >
> > > However, when I create a new group and attempt to add users to the
> > > group, only privileged users appear on the list.  I want to add
> > > customers (not staff members) to the group.
> > >
> > > How can I get our customers to show up on this list, so that I can
> > add
> > > them to the group?
> > Make them privileged, because you want give them privileges.
> > Privileged users are not only staff members.
> >
> > >
> > > Thank you,
> > > 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
> > >
> >
> >
> > --
> > Best regards, Ruslan.
> >
> >
> 


-- 
Best regards, Ruslan.


From fmml at cedval.org  Tue Sep 20 15:01:38 2005
From: fmml at cedval.org (Francois Meehan)
Date: Tue, 20 Sep 2005 15:01:38 -0400 (EDT)
Subject: [rt-users] How to sort incoming mail request by sender email
	address?
Message-ID: <6106.206.47.191.243.1127242898.squirrel@whoami7.cedval.org>

Hi all,

What is the best way to have the incoming mail requests automatically
route to specific queue based on the e-mail address of the requestor?

Regards,

Francois

PS. I have ordered the book :-) just didn't received yet...


Random Thought:
---------------
Everybody, my friend, everybody lives for something better to come. That's why we want to be considerate of every man - Who knows what's in him, why he was born and what he can do? - Maxim Gorky, 1868 - 1936


From ruslan.zakirov at gmail.com  Tue Sep 20 15:49:38 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 20 Sep 2005 23:49:38 +0400
Subject: [rt-users] How to sort incoming mail request by sender email
	address?
In-Reply-To: <6106.206.47.191.243.1127242898.squirrel@whoami7.cedval.org>
References: <6106.206.47.191.243.1127242898.squirrel@whoami7.cedval.org>
Message-ID: <589c9440050920124936279c6c@mail.gmail.com>

On 9/20/05, Francois Meehan  wrote:
> Hi all,
> 
> What is the best way to have the incoming mail requests automatically
> route to specific queue based on the e-mail address of the requestor?
With scrips, read http://wiki.bestpractical.com/

> 
> Regards,
> 
> Francois
> 
> PS. I have ordered the book :-) just didn't received yet...
> 
> 
> Random Thought:
> ---------------
> Everybody, my friend, everybody lives for something better to come. That's why we want to be considerate of every man - Who knows what's in him, why he was born and what he can do? - Maxim Gorky, 1868 - 1936
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at 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 Sep 20 15:55:25 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Tue, 20 Sep 2005 23:55:25 +0400
Subject: [rt-users] Suggestion for $RTAddressRegexp
In-Reply-To: 
References: 
Message-ID: <589c9440050920125556c87ef2@mail.gmail.com>

On 9/20/05, O'Brien, Kevin  wrote:
>  
>  
> 
> True.  But I will quote RFC 2821: 
> 
>   
> 
> The local-part of a mailbox MUST BE treated as case sensitive. Therefore,
> SMTP implementations MUST take care to preserve the case of mailbox
> local-parts. Mailbox domains are not case sensitive. In particular, for some
> hosts the user "smith" is different from the user "Smith". However,
> exploiting the case sensitivity of mailbox local-parts impedes
> interoperability and is discouraged. 
> 
>   
> 
> So, I would imagine that a far superior number of the users have mailers
> that followed the heeding of the RFC and have not used case sensitivity. 
> Also, this is not modifying the address just telling the regex to ignore
> case when trying to determine if the address is an RT address.  At the very
> least, you would need to split the local-part and the domain since, per the
> RFC, domains are case insensitive. 
You can use (?i:blabla) to make part of the RE case insensetive. I
think Jesse will apply docs patch for this.

> 
>   
>  
> 
> -=Kevin=- 
>  
>  ________________________________
>  
> 
> From: Patrick Morris [mailto:pmorris at hermesinfotech.com] 
>  Sent: Tuesday, September 20, 2005 10:04 AM
>  To: O'Brien, Kevin; rt-users at lists.bestpractical.com
>  Subject: RE: [rt-users] Suggestion for $RTAddressRegexp 
> 
>   
> 
> E-mail addresses aren't necessarily case-insensitive.  It depends on the
> mailer implementation.  I could list several mailers that are
> case-sensitive. 
> 
>   
>  ________________________________
>  
> 
> From: rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf
> Of O'Brien, Kevin
>  Sent: Monday, September 19, 2005 10:11 PM
>  To: rt-users at lists.bestpractical.com
>  Subject: [rt-users] Suggestion for $RTAddressRegexp
>  
> 
> Since e-mail addresses are case-insensitive, I suggest adding //i to the
> RTAddressRegexp regular expressions in the following files: 
> 
> ./lib/RT/EmailParser.pm: line 438 
> 
> ./lib/RT/Interface/Email.pm: line 190 
> 
> -=Kevin=- 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at 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  Tue Sep 20 16:30:25 2005
From: les at futuresource.com (Les Mikesell)
Date: Tue, 20 Sep 2005 15:30:25 -0500
Subject: [rt-users] Suggestion for $RTAddressRegexp
In-Reply-To: 
References: 
Message-ID: <1127248225.4689.101.camel@moola.futuresource.com>

On Tue, 2005-09-20 at 12:55, O'Brien, Kevin wrote:
> True.  But I will quote RFC 2821:

> The local-part of a mailbox MUST BE treated as case sensitive.
> Therefore, SMTP implementations MUST take care to preserve the case of
> mailbox local-parts. Mailbox domains are not case sensitive. In
> particular, for some hosts the user "smith" is different from the user
> "Smith". However, exploiting the case sensitivity of mailbox
> local-parts impedes interoperability and is discouraged.

Note that the RFC only deals with the SMTP transport activity, not
local delivery.  The local part of the address is handled locally,
so while the transport can't make assumptions, the local system
can do whatever it wants.  So, we have a system where User at remote.site
may or may not be the same as user at remote.site but odds are
pretty good that he is.  But, User at local.site is going to be the
same as user at local.site on any unix-like box unless you have done
something bizarre (which is allowed...)  Aren't standards wonderful?

-- 
   Les Mikesell
     les at futuresource.com



>  
> 
> So, I would imagine that a far superior number of the users have
> mailers that followed the heeding of the RFC and have not used case
> sensitivity.  Also, this is not modifying the address just telling the
> regex to ignore case when trying to determine if the address is an RT
> address.  At the very least, you would need to split the local-part
> and the domain since, per the RFC, domains are case insensitive.
> 
>  
> 
> -=Kevin=-
> 
> 
>                                    
> ______________________________________________________________________
> 
> From: Patrick Morris [mailto:pmorris at hermesinfotech.com] 
> Sent: Tuesday, September 20, 2005 10:04 AM
> To: O'Brien, Kevin; rt-users at lists.bestpractical.com
> Subject: RE: [rt-users] Suggestion for $RTAddressRegexp
> 
> 
>  
> 
> E-mail addresses aren't necessarily case-insensitive.  It depends on
> the mailer implementation.  I could list several mailers that are
> case-sensitive.
> 
>  
> 
>                                    
> ______________________________________________________________________
> 
> From:rt-users-bounces at lists.bestpractical.com
> [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of
> O'Brien, Kevin
> Sent: Monday, September 19, 2005 10:11 PM
> To: rt-users at lists.bestpractical.com
> Subject: [rt-users] Suggestion for $RTAddressRegexp
> 
> Since e-mail addresses are case-insensitive, I suggest adding //i to
> the RTAddressRegexp regular expressions in the following files:
> 
> ./lib/RT/EmailParser.pm: line 438
> 
> ./lib/RT/Interface/Email.pm: line 190
> 
> -=Kevin=-
> 
> 
> 
> ______________________________________________________________________
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at 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  Tue Sep 20 17:52:10 2005
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Tue, 20 Sep 2005 16:52:10 -0500
Subject: [rt-users] Lot of changes from RT 3.4.4pre2 to 3.4.4?
Message-ID: 


Hi all,

Is there lot of changes from RT 3.4.4pre2 to RT3.4.4? How do I upgrade?

Ahalya Nathan
Senior Programmer / Analyst
Information Technology, Metropolitan Utilities District 
(402) 504-7180 phone
(402) 504-5180 fax



From jim1 at cornell.edu  Tue Sep 20 18:36:11 2005
From: jim1 at cornell.edu (Jennifer I. Moore)
Date: Tue, 20 Sep 2005 18:36:11 -0400
Subject: [rt-users] Seeking documentation on applying patches posted in
	rt-commit
Message-ID: <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu>

Gentle Greetings,

Would someone be so kind as to please direct me to instructions on how to 
apply patches to RT?  I have searched the mail list archives, Wiki 
documentation, and have read what I can find in RT Essentials (about 
overlays and such, though the text quickly goes over my novice-perl head 
after that).

I am subscribed to the rt-commit list, and see some items referring to 
RELEASE 3.4, so I am assuming these are patches that need to be applied, 
yes?  Also, a pointer to information that would help me understand the 
terminology used in the subject lines would be most appreciated.

Thank you in advance for your help!
Jennifer




From ruslan.zakirov at gmail.com  Tue Sep 20 18:42:24 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Sep 2005 02:42:24 +0400
Subject: [rt-users] Re: Lot of changes from RT 3.4.4pre2 to 3.4.4?
In-Reply-To: 
References: 
Message-ID: <589c9440050920154248c0f02d@mail.gmail.com>

On 9/21/05, Nathan, Ahalya  wrote:
> 
> Hi all,
> 
> Is there lot of changes from RT 3.4.4pre2 to RT3.4.4? How do I upgrade?
Follow upgrade instructions in README.

> 
> Ahalya Nathan
> Senior Programmer / Analyst
> Information Technology, Metropolitan Utilities District
> (402) 504-7180 phone
> (402) 504-5180 fax
> 
> 


-- 
Best regards, Ruslan.


From j.kelly at julien.ca  Tue Sep 20 18:59:18 2005
From: j.kelly at julien.ca (Jonathan Kelly)
Date: Tue, 20 Sep 2005 18:59:18 -0400
Subject: [rt-users] Hide RT_System messages from ticket history?
Message-ID: <107A0DE68F187E44AD22F5754E159B8D02042CAE@mercure.julien.ca>

Hello all,
 
I could not find either in the list archives, wiki or the fine RT
Essentials book how to disable or hide RT_System messages in the ticket
history. Is this possible? We've implemented RT for non-technical users
and many are confused by those messages. It would declutter the history
display which is always good.
 
Cheers,
 
 
Jonathan

--------------------

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.
-------------- next part --------------
An HTML attachment was scrubbed...
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From ruslan.zakirov at gmail.com  Tue Sep 20 19:56:11 2005
From: ruslan.zakirov at gmail.com (Ruslan Zakirov)
Date: Wed, 21 Sep 2005 03:56:11 +0400
Subject: [rt-users] Hide RT_System messages from ticket history?
In-Reply-To: <107A0DE68F187E44AD22F5754E159B8D02042CAE@mercure.julien.ca>
References: <107A0DE68F187E44AD22F5754E159B8D02042CAE@mercure.julien.ca>
Message-ID: <589c9440050920165666a1dcc@mail.gmail.com>

with Callback 'SkipTransaction' in html/Ticket/Elements/ShowHistory

On 9/21/05, Jonathan Kelly  wrote:
>  
> Hello all, 
>   
> I could not find either in the list archives, wiki or the fine RT Essentials
> book how to disable or hide RT_System messages in the ticket history. Is
> this possible? We've implemented RT for non-technical users and many are
> confused by those messages. It would declutter the history display which is
> always good. 
>   
> Cheers, 
>   
>   
> Jonathan
>  -------------------- 
>  Ce courrier ?lectronique 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 confidential e-mail message 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
> 
> 


-- 
Best regards, Ruslan.


From todd at chaka.net  Tue Sep 20 20:27:56 2005
From: todd at chaka.net (Todd Chapman)
Date: Tue, 20 Sep 2005 20:27:56 -0400
Subject: [rt-users] Seeking documentation on applying patches posted in
	rt-commit
In-Reply-To: <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu>
References: <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu>
Message-ID: <20050921002756.GG4670@chaka.net>

Just check-out the 3.4-RELEASE branch from subversion. Do
an occasional 'svn update' and upgrade RT as necessary.

Or you could just download each release version of RT as
it comes out and do an upgrade.

There are more complicated (to set up) methods too, 
involving svk.

-Todd

On Tue, Sep 20, 2005 at 06:36:11PM -0400, Jennifer I. Moore wrote:
> Gentle Greetings,
> 
> Would someone be so kind as to please direct me to instructions on how to 
> apply patches to RT?  I have searched the mail list archives, Wiki 
> documentation, and have read what I can find in RT Essentials (about 
> overlays and such, though the text quickly goes over my novice-perl head 
> after that).
> 
> I am subscribed to the rt-commit list, and see some items referring to 
> RELEASE 3.4, so I am assuming these are patches that need to be applied, 
> yes?  Also, a pointer to information that would help me understand the 
> terminology used in the subject lines would be most appreciated.
> 
> Thank you in advance for your help!
> Jennifer
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at 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 j.kelly at julien.ca  Tue Sep 20 22:36:36 2005
From: j.kelly at julien.ca (Jonathan Kelly)
Date: Tue, 20 Sep 2005 22:36:36 -0400
Subject: [rt-users] Hide RT_System messages from ticket history?
Message-ID: <107A0DE68F187E44AD22F5754E159B8D020350EC@mercure.julien.ca>

Thanks Ruslan,

I forgot to confess that my knowledge of Perl is limited to knowing there's a camel on the cover of the book. :-)

I guess I have to do something to this snippet of code:

 $m->comp( '/Elements/Callback',
              _CallbackName => 'SkipTransaction',
              Transaction   => $Transaction,
              skip          => \$skip,
              %ARGS );

Can you be more specific as to what? Do I comment out the CallbackName line?

Thanks!

Jonathan

-----Message d'origine-----
De : Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] 
Envoy? : Tuesday, September 20, 2005 7:56 PM
? : Jonathan Kelly
Cc : rt-users at lists.bestpractical.com
Objet : Re: [rt-users] Hide RT_System messages from ticket history?

with Callback 'SkipTransaction' in html/Ticket/Elements/ShowHistory

--------------------

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 rickr at rice.edu  Tue Sep 20 23:25:19 2005
From: rickr at rice.edu (Rick Russell)
Date: Tue, 20 Sep 2005 22:25:19 -0500
Subject: [rt-users] User groups with non-priv users
In-Reply-To: <589c94400509201203200efcac@mail.gmail.com>
References: <1127234819.4844.76.camel@rhodium.audiumcorp.com>	<589c94400509201012313a92f@mail.gmail.com>	<1127241957.4844.87.camel@rhodium.audiumcorp.com>
	<589c94400509201203200efcac@mail.gmail.com>
Message-ID: <4330D29F.9060707@rice.edu>



Ruslan Zakirov wrote:

> There is one trick in RT you can use: mark user as privileged, add him
> to group, make him unprivileged again. This is messy, but it works
..

This is a trick, but IMO it's also a bug. Un-privileging someone should 
take away all of their rights or group memberships. Or you should at 
least have the option of taking away group membership. As it is, they 
don't even appear in the membership list at all!

Rick R.


From paul_grondahl at yahoo.com  Tue Sep 20 23:58:00 2005
From: paul_grondahl at yahoo.com (Paul Grondahl)
Date: Tue, 20 Sep 2005 20:58:00 -0700
Subject: [rt-users] attachment corruption, 3.4.1 => 3.4.4
Message-ID: <20050921035754.4274941C11B@mx1.virgindigital.com>

hello,

i just moved moved our rt instance from one rhel 4 system to another
identical system.

i copied the db between the systems and ran md5sum to ensure that it didn't
get corrupted.

old system:
- rt 3.4.1
- apache 2.0.52-9
- mod_perl-1.99_16-4
- perl 5.8.5-12.1

new system:
- rt 3.4.4
- apache 2.0.52-12.2
- fast_cgi
- perl 5.8.5-12.1

the old system was working, but performance was not great.

upon moving to the new system, i installed rt 3.4.4. as 3.4.4 does not
support mod_perl 1.99 i installed fast_cgi. this also improved performance a
lot.

the problem is that most attachments are corrupted. most attachments, not
all. bmp files are intact, whereas jpg's are corrupted. zip archives are
partially corrupted, meaning that some of the files within are readable.

please see logs below.

i see from the archives that this has been an issue, but none of the
solutions mentioned seem to apply.

thanks,

paul


/var/log/httpd/error_log shows:


[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Sep 20 16:48
:32 2005] [error]: Encoding error: Unknown encoding '\\"ISO-8859-1\\"' at
/opt/rt3/lib/RT/I18N.pm line 451 [Tue Sep 20 09:48:32 2005] [error] [client
xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/usr/lib/perl5
/5.8.5/Carp.pm:201]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/usr/lib/perl5
/5.8.5/i386-linux-thread-multi/Encode.pm:177]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/I18N.pm:451]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/I18N.pm:196]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/I18N.pm:188]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/I18N.pm:188]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/EmailParser.pm:267]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/EmailParser.pm:238]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/EmailParser.pm:211]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/EmailParser.pm:129]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
T/Interface/Email.pm:511]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/share
/html/REST/1.0/NoAuth/mail-gateway:57]
[Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr:  defaulting to IS
O-8859-1 -> UTF-8 (/opt/rt3/lib/RT/I18N.pm:454)


i also get these:

[Tue Sep 20 13:21:55 2005] [error] [client xxx] FastCGI: server
"/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Sep 20 20:2
1:55 2005] [error]: Deserialization of attribute 77 failed
(/opt/rt3/lib/RT/Attribute_Overlay.pm:232), referer:
http://xxx.com/Search/Build.html







From joby at u.washington.edu  Wed Sep 21 00:09:27 2005
From: joby at u.washington.edu (Joby Walker)
Date: Tue, 20 Sep 2005 21:09:27 -0700
Subject: [rt-users] attachment corruption, 3.4.1 => 3.4.4
In-Reply-To: <20050921035754.4274941C11B@mx1.virgindigital.com>
References: <20050921035754.4274941C11B@mx1.virgindigital.com>
Message-ID: <4330DCF7.8080909@u.washington.edu>

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

With a database don't ever copy the files, dump the database on the old,
and load on the new.

jbw

Paul Grondahl wrote:
> hello,
> 
> i just moved moved our rt instance from one rhel 4 system to another
> identical system.
> 
> i copied the db between the systems and ran md5sum to ensure that it didn't
> get corrupted.
> 
> old system:
> - rt 3.4.1
> - apache 2.0.52-9
> - mod_perl-1.99_16-4
> - perl 5.8.5-12.1
> 
> new system:
> - rt 3.4.4
> - apache 2.0.52-12.2
> - fast_cgi
> - perl 5.8.5-12.1
> 
> the old system was working, but performance was not great.
> 
> upon moving to the new system, i installed rt 3.4.4. as 3.4.4 does not
> support mod_perl 1.99 i installed fast_cgi. this also improved performance a
> lot.
> 
> the problem is that most attachments are corrupted. most attachments, not
> all. bmp files are intact, whereas jpg's are corrupted. zip archives are
> partially corrupted, meaning that some of the files within are readable.
> 
> please see logs below.
> 
> i see from the archives that this has been an issue, but none of the
> solutions mentioned seem to apply.
> 
> thanks,
> 
> paul
> 
> 
> /var/log/httpd/error_log shows:
> 
> 
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Sep 20 16:48
> :32 2005] [error]: Encoding error: Unknown encoding '\\"ISO-8859-1\\"' at
> /opt/rt3/lib/RT/I18N.pm line 451 [Tue Sep 20 09:48:32 2005] [error] [client
> xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack:
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/usr/lib/perl5
> /5.8.5/Carp.pm:201]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/usr/lib/perl5
> /5.8.5/i386-linux-thread-multi/Encode.pm:177]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/I18N.pm:451]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/I18N.pm:196]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/I18N.pm:188]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/I18N.pm:188]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/EmailParser.pm:267]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/EmailParser.pm:238]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/EmailParser.pm:211]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/EmailParser.pm:129]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/lib/R
> T/Interface/Email.pm:511]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:   [/opt/rt3/share
> /html/REST/1.0/NoAuth/mail-gateway:57]
> [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr:  defaulting to IS
> O-8859-1 -> UTF-8 (/opt/rt3/lib/RT/I18N.pm:454)
> 
> 
> i also get these:
> 
> [Tue Sep 20 13:21:55 2005] [error] [client xxx] FastCGI: server
> "/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Sep 20 20:2
> 1:55 2005] [error]: Deserialization of attribute 77 failed
> (/opt/rt3/lib/RT/Attribute_Overlay.pm:232), referer:
> http://xxx.com/Search/Build.html
> 
> 
> 
> 
> 
> _______________________________________________
> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users
> 
> Be sure to check out the RT Wiki at http://wiki.bestpractical.com
> 
> Buy your copy of our new book, RT Essentials, today! 
> 
> Download a free sample chapter from http://rtbook.bestpractical.com
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From Tobias.Warth at hp.com  Wed Sep 21 02:42:49 2005
From: Tobias.Warth at hp.com (Tobias.Warth at hp.com)
Date: Wed, 21 Sep 2005 08:42:49 +0200
Subject: [rt-users] error in program to add users and groups automatically
Message-ID: 



I wrote a program, which sends HTTP post messages to my RT, for creating users and groups automatically.

But i get the following error:

error: 	 could not find component for initial path '/Admin/Users/modify.html ' (component roots are: '/apps/opt/rt/3.4.4/local/html', '/apps/opt/rt/3.4.4/share/html')	 
context: 	 ... 	 	
200: 	 $self->{out_method} = sub { $$bufref .= $_[0] };	 
201: 	 }	 
202: 	 $self->{use_internal_component_caches} =< /font>	 
203: 	 $self->{interp}->use_internal_comp onent_caches;	 
204: 	 $self->_initialize;	 
205: 	 	
206: 	 return $self;	 
207: 	 }	 
208: 	 	
... 	 	
code stack: 	 /apps/opt/perl/5.8.7.813/lib/site_perl/5.8.7/HTML/Mason/Request.pm:204 /apps/opt/perl/5.8.7.813/lib/site_perl/5.8.7/Class/Container.pm:275
/apps/opt/perl/5.8.7.813/lib/site_perl/5.8.7/Class/Container.pm:353
/apps/opt/perl/5.8.7.813/lib/site_perl/5.8.7/HTML/Mason/Interp.pm:329
/apps/opt/perl/5.8.7.813/lib/site_perl/5.8.7/HTML/Mason/Interp.pm:323
/apps/opt/perl/5.8.7.813/lib/site_perl/5.8.7/HTML/Mason/CGIHandler.pm:12 3
/apps/opt/perl/5.8.7.813/lib/site_perl/5.8.7/HTML/Mason/CGIHandler.pm:73 
/apps/opt/rt/current/bin/mason_handler.fcgi:76	



If I enter the URL in my browser, with the same attributes and values, it works.



Any idea?



Regards,

Tobias Warth



From klimkin at falkag.com  Wed Sep 21 03:58:20 2005
From: klimkin at falkag.com (Danial Klimkin)
Date: Wed, 21 Sep 2005 11:58:20 +0400
Subject: [rt-users] attachment corruption, 3.4.1 => 3.4.4
In-Reply-To: <20050921035754.4274941C11B@mx1.virgindigital.com>
References: <20050921035754.4274941C11B@mx1.virgindigital.com>
Message-ID: <4331129C.6000906@falkag.com>

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

Greetings!


Paul Grondahl wrote:
> i just moved moved our rt instance from one rhel 4 system to another
> identical system.
> 
> i copied the db between the systems and ran md5sum to ensure that it didn't
> get corrupted.

Please describe your copy procedure and include mysql's versions.



SY, Danial.
- --

Danial Klimkin,
Falk eSolutions AG Russia
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From espenhw at ovitas.no  Wed Sep 21 04:44:00 2005
From: espenhw at ovitas.no (Espen Wiborg)
Date: Wed, 21 Sep 2005 10:44:00 +0200
Subject: [rt-users] User groups with non-priv users
In-Reply-To: <1127234819.4844.76.camel@rhodium.audiumcorp.com> (Vance Vagell's
	message of "Tue, 20 Sep 2005 12:46:59 -0400")
References: <1127234819.4844.76.camel@rhodium.audiumcorp.com>
Message-ID: 

Vance Vagell  writes:
<-snip->
> However, when I create a new group and attempt to add users to the
> group, only privileged users appear on the list.  I want to add
> customers (not staff members) to the group.
>
> How can I get our customers to show up on this list, so that I can add
> them to the group?

Make a local copy of Admin/Elements/SelectNewGroupMembers and remove
the $users->LimitToPrivileged() statement.

See the wiki for details on how to make the local copy.

-- 
Espen Wiborg 
An ostrich's eye is bigger than its brain.


From cronfy at ipnet.ru  Wed Sep 21 08:53:34 2005
From: cronfy at ipnet.ru (cronfy - ipnet)
Date: Wed, 21 Sep 2005 16:53:34 +0400
Subject: [rt-users] Changing a tag in a subject
Message-ID: <1545387172.20050921165334@ipnet.ru>

Good day.

We have RT 3.4.4 running.

Our users asked me to insert something in mails generated by RT that
would help to identify a queue that a ticket belongs to (for sorting
purposes). To provide this, I decided to change RT tag this way:

[ORG #Queue_Id-Ticket_Id].

I should say I am not very familiar with Perl, so I was making changes
I guessed to be correct, but I was not sure enough.

After some tries, the working variant of lib/RT/Action/SendEmail.pm looked
as follows:

--- line 716
sub SetSubjectToken {
    my $self = shift;
# -   my $tag  = "[$RT::rtname #" . $self->Ticket
# +
    my $tag  = "[$RT::rtname #" . $self->TicketObj->Queue . "-" . $self->Ticket
    my $sub  = $self->TemplateObj->MIMEObj->head->get('Subject');
    unless ( $sub =~ /\Q$tag\E/ ) {
        $sub =~ s/(\r\n|\n|\s)/ /gi;
        chomp $sub;
        $self->TemplateObj->MIMEObj->head->replace( 'Subject', "$tag $sub" );
    }
}

For my surprise it worked, and we all were satisfied with this, but
next day I noticed that subjects of mails, generated by RT_System are
wrong encoded and are dispayed as question marks (all mail is sent
in koi8-r). Mails with replies were completely correct though.
Subjects with no russian letters inside were correct also.

The question is: what did I do wrong?

Thanks for assistance.

-- 
? ?????????,
 cronfy                          mailto:cronfy at ipnet.ru



From Ahalya_Nathan at mudnebr.com  Wed Sep 21 09:33:23 2005
From: Ahalya_Nathan at mudnebr.com (Nathan, Ahalya)
Date: Wed, 21 Sep 2005 08:33:23 -0500
Subject: [rt-users] Error in Admin/Global/UserRights.html?
Message-ID: 

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?

 

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: 

64: <% $UserObj->Name %> 65: 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Wed Sep 21 09:31:46 2005 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 21 Sep 2005 08:31:46 -0500 Subject: [rt-users] Changing a tag in a subject In-Reply-To: Your message of "Wed, 21 Sep 2005 16:53:34 +0400." <1545387172.20050921165334@ipnet.ru> Message-ID: <200509211331.j8LDVkCi020704@remora.cc.uic.edu> >Good day. > >We have RT 3.4.4 running. > >Our users asked me to insert something in mails generated by RT that >would help to identify a queue that a ticket belongs to (for sorting >purposes). To provide this, I decided to change RT tag this way: > >[ORG #Queue_Id-Ticket_Id]. I don't know about the character set issue, but I believe RT parses this tag in the subject if a user replies to an email. If you change the format in output, but not the parsing routine, you won't be able to append to a ticket via email. I'd suggest leaving the tag as is, and adding the queue name separately afterwards. bobg > >I should say I am not very familiar with Perl, so I was making changes >I guessed to be correct, but I was not sure enough. > >After some tries, the working variant of lib/RT/Action/SendEmail.pm looked >as follows: > >--- line 716 >sub SetSubjectToken { > my $self = shift; ># - my $tag = "[$RT::rtname #" . $self->Ticket ># + > my $tag = "[$RT::rtname #" . $self->TicketObj->Queue . "-" . $self->Ticke >t > my $sub = $self->TemplateObj->MIMEObj->head->get('Subject'); > unless ( $sub =~ /\Q$tag\E/ ) { > $sub =~ s/(\r\n|\n|\s)/ /gi; > chomp $sub; > $self->TemplateObj->MIMEObj->head->replace( 'Subject', "$tag $sub" ); > } >} > >For my surprise it worked, and we all were satisfied with this, but >next day I noticed that subjects of mails, generated by RT_System are >wrong encoded and are dispayed as question marks (all mail is sent >in koi8-r). Mails with replies were completely correct though. >Subjects with no russian letters inside were correct also. > >The question is: what did I do wrong? > >Thanks for assistance. > >-- >? ?????????, > cronfy mailto:cronfy at ipnet.ru > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > > From ben at atomicmatrix.net Wed Sep 21 10:45:56 2005 From: ben at atomicmatrix.net (Ben Goodwin) Date: Wed, 21 Sep 2005 10:45:56 -0400 Subject: [rt-users] Suggestion for $RTAddressRegexp In-Reply-To: Message-ID: <20050921144608.4DA3F4D80EB@diesel.bestpractical.com> If you need that, I recommend using this (?i) like so: $RTAddressRegexp='^(?i)(foo\@example\.com|bar\@example\.com)$' Take a look at: http://gossamer-threads.com/lists/rt/users/20564?search_string=%2BRTAddressR egexp%20%2Bcase;#20564 -=| Ben _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of O'Brien, Kevin Sent: Tuesday, September 20, 2005 1:11 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Suggestion for $RTAddressRegexp Since e-mail addresses are case-insensitive, I suggest adding //i to the RTAddressRegexp regular expressions in the following files: ./lib/RT/EmailParser.pm: line 438 ./lib/RT/Interface/Email.pm: line 190 -=Kevin=- -------------- next part -------------- An HTML attachment was scrubbed... URL: From aris at myinternet.com.au Wed Sep 21 10:20:36 2005 From: aris at myinternet.com.au (Aris Theocharides) Date: Wed, 21 Sep 2005 15:20:36 +0100 Subject: [rt-users] unable to add attachments via SelfService (RT 3.4.2) In-Reply-To: <6.1.2.0.2.20050717221200.050da148@127.0.0.1> References: <6.1.2.0.2.20050716203017.04ec89d0@127.0.0.1> <6.1.2.0.2.20050717221200.050da148@127.0.0.1> Message-ID: Has anyone observed the bahaviour of not being able to add attachments via SelfService mode in RT 3.4.2? Regards, Aris From fmml at cedval.org Wed Sep 21 11:01:15 2005 From: fmml at cedval.org (Francois Meehan) Date: Wed, 21 Sep 2005 11:01:15 -0400 (EDT) Subject: [rt-users] Getting started with scrips... In-Reply-To: <589c9440050920124936279c6c@mail.gmail.com> References: <6106.206.47.191.243.1127242898.squirrel@whoami7.cedval.org> <589c9440050920124936279c6c@mail.gmail.com> Message-ID: <49467.206.47.191.243.1127314875.squirrel@whoami7.cedval.org> Hi all, I trying to create scrips, but seems that I am missing some info. I have created a test scrips to transfer a ticket to another queue, I use the mail gateway and see the following error message in the logs: Sep 21 10:44:14 localhost RT: Scrip 15 Commit failed: Global symbol "%session" requires explicit package name at (eval 492) line 2. (/opt/rt3/lib/RT/Action/UserDefined.pm:81) Here is my scrips Custom action cleanup code: # init empty instance of RT::Ticket class my $TicketObj = RT::Ticket->new( $session{'CurrentUser'} ); my $TargetQueueName = 'nagios'; my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName ); unless( $status ) { die "Error: $msg"; } What am I doing wrong? Regards, Francois Random Thought: --------------- Winning isn't everything. Wanting to win is. - Catfish Hunter From joby at u.washington.edu Wed Sep 21 11:37:47 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 21 Sep 2005 08:37:47 -0700 Subject: [rt-users] Getting started with scrips... In-Reply-To: <49467.206.47.191.243.1127314875.squirrel@whoami7.cedval.org> References: <6106.206.47.191.243.1127242898.squirrel@whoami7.cedval.org> <589c9440050920124936279c6c@mail.gmail.com> <49467.206.47.191.243.1127314875.squirrel@whoami7.cedval.org> Message-ID: <43317E4B.1080606@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 There are very few variables that are available to you in a Scrip. %session is not one of them. Francois Meehan wrote: > # init empty instance of RT::Ticket class > my $TicketObj = RT::Ticket->new( $session{'CurrentUser'} ); This doesn't select the current Ticket. If it worked (which it doesn't in a scrip) it would create a new Ticket object -- from there you would have to load a ticket number. In a Scrip you can easily get the current ticket: my $TicketObj = $self->TicketObj; > my $TargetQueueName = 'nagios'; > my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName ); > unless( $status ) { > die "Error: $msg"; > } > Look at some of the examples at: http://wiki.bestpractical.com/index.cgi?Contributions jbw -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (MingW32) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDMX5LgA0gpghkf88RAkPEAJsGcLiobMlyAFSOBIuphMPNL/PeRACguvGm c1LTy1ggh/EoTAZkmMMhjtE= =RsDe -----END PGP SIGNATURE----- From fmml at cedval.org Wed Sep 21 12:37:23 2005 From: fmml at cedval.org (Francois Meehan) Date: Wed, 21 Sep 2005 12:37:23 -0400 (EDT) Subject: [rt-users] Getting started with scrips... In-Reply-To: <43317E4B.1080606@u.washington.edu> References: <6106.206.47.191.243.1127242898.squirrel@whoami7.cedval.org> <589c9440050920124936279c6c@mail.gmail.com> <49467.206.47.191.243.1127314875.squirrel@whoami7.cedval.org> <43317E4B.1080606@u.washington.edu> Message-ID: <15676.206.47.191.243.1127320643.squirrel@whoami7.cedval.org> Thanks Joby, Got it to work now. pls humbly excuse my perl-RT newbiness... Best regards, Francois > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > There are very few variables that are available to you in a Scrip. > %session is not one of them. > > Francois Meehan wrote: >> # init empty instance of RT::Ticket class >> my $TicketObj = RT::Ticket->new( $session{'CurrentUser'} ); > > This doesn't select the current Ticket. If it worked (which it doesn't > in a scrip) it would create a new Ticket object -- from there you would > have to load a ticket number. In a Scrip you can easily get the current > ticket: > > my $TicketObj = $self->TicketObj; > >> my $TargetQueueName = 'nagios'; >> my ($status, $msg) = $TicketObj->SetQueue( $TargetQueueName ); >> unless( $status ) { >> die "Error: $msg"; >> } >> > > Look at some of the examples at: > > http://wiki.bestpractical.com/index.cgi?Contributions > > jbw > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (MingW32) > Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > iD8DBQFDMX5LgA0gpghkf88RAkPEAJsGcLiobMlyAFSOBIuphMPNL/PeRACguvGm > c1LTy1ggh/EoTAZkmMMhjtE= > =RsDe > -----END PGP SIGNATURE----- > Random Thought: --------------- Life is real! Life is earnest!And the grave is not its goal;Dust thou art, to dust returnest,Was not spoken of the soul. - Henry Wadsworth Longfellow, 1807 - 1882 From jesse at bestpractical.com Wed Sep 21 13:58:33 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 21 Sep 2005 13:58:33 -0400 Subject: [rt-users] Error in Admin/Global/UserRights.html? In-Reply-To: References: Message-ID: <20050921175833.GP26005@bestpractical.com> 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: > >
> > 64: > > <% $UserObj->Name %> > > 65: > > > > 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 myra at ack.Berkeley.EDU Wed Sep 21 13:57:13 2005 From: myra at ack.Berkeley.EDU (Myra Chachkin) Date: Wed, 21 Sep 2005 10:57:13 -0700 Subject: [rt-users] rt-3.4.4 and mod_perl2 Message-ID: <20050921175713.GB48666@ack.Berkeley.EDU> Hi RT folks, Does anyone have rt-3.4.4 working with apache2 and mod_perl2 (mod_perl2-2.0.1, not 1.99)? I'm attempting an upgrade and I'm a bit stumped. I got the latest 5.4-stable FreeBSD and rebuilt everything successfully, including rt-3.4.4. But on starting httpd, I see this error in the apache log: [error] Can't locate Apache2.pm in @INC (@INC contains [snip]) at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 270.\nBEGIN failed--compilation aborted at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 281.\nCompilation failed in require at /usr/local/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation failed in require at (eval 177) line 1.\n [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl So, in HTML::Mason::ApacheHandler.pm, here's the problem spot: ------------------------------------------------------------------- use constant APACHE2 => $mod_perl::VERSION >= 1.99; use constant OK => 0; use constant DECLINED => -1; use constant NOT_FOUND => 404; use constant REDIRECT => 302; BEGIN { if (APACHE2) { require Apache2; Apache2->import(); require Apache::RequestRec; require Apache::RequestIO; require Apache::ServerUtil; require Apache::Log; require APR::Table; } else { require Apache; Apache->import(); } } ------------------------------------------------------------------- I thought that after the mod_perl "great renaming" API change with mod_perl 2.x, the "require Apache2" is obsolete and the Apache::x and other modules are being ported to the new API and renamed Apache2::x. I have this directory in my perl @INC: /usr/local/lib/perl5/site_perl/5.8.7/mach/ But, there's no Apache2.pm in there, of course; just an Apache2 directory containing all the individual modules in the new Apache2::x namespace (Const.pm, etc). So, the ApacheHandler.pm code looks to me like it only works for people running 1.99 MP2 and using "use Apache2" and "use Apache::compat". Has Mason not been fully ported to mod_perl2.x? I don't see how this can be, sincE rt-3.4.4 is supposed to support mod_perl2.x now. What am I misunderstanding? Here's the mod_perl documentation that says to remove "use Apache2": http://perl.apache.org/docs/2.0/rename.html Also, I did see these threads on rt-users: http://lists.bestpractical.com/pipermail/rt-users/2005-August/033087.html http://lists.bestpractical.com/pipermail/rt-users/2005-August/033467.html http://lists.bestpractical.com/pipermail/rt-users/2005-July/032445.html but haven't seen anybody saying that it's working. Is it possible? Thanks in advance, Myra From sames at officescape.com Wed Sep 21 15:18:01 2005 From: sames at officescape.com (Steven E. Ames) Date: Wed, 21 Sep 2005 14:18:01 -0500 Subject: [rt-users] rt-3.4.4 and mod_perl2 Message-ID: The problem is with Mason (www/p5-HTML-Mason). The version in ports is 1.28 and you need at least 1.30 to play (preferably 1.3101). The quick and dirty way would be to do this: 1. edit www/p5-HTML-Mason/Makefile. Change version from 1.28 to 1.3101. 2. Remove www/p5-HTML-Mason/distinfo 3. install it. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Myra > Chachkin > Sent: Wednesday, September 21, 2005 12:57 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] rt-3.4.4 and mod_perl2 > > > Hi RT folks, > > Does anyone have rt-3.4.4 working with apache2 and mod_perl2 > (mod_perl2-2.0.1, not 1.99)? I'm attempting an upgrade and I'm > a bit stumped. I got the latest 5.4-stable FreeBSD and rebuilt > everything successfully, including rt-3.4.4. But on starting > httpd, I see this error in the apache log: > > [error] Can't locate Apache2.pm in @INC (@INC contains [snip]) > at > /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler. > pm line 270.\nBEGIN failed--compilation aborted at > /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler. > pm line 281.\nCompilation failed in require at > /usr/local/rt3/lib/RT/Interface/Web/Handler.pm line > 146.\nCompilation failed in require at (eval 177) line 1.\n > [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl > > So, in HTML::Mason::ApacheHandler.pm, here's the problem spot: > > ------------------------------------------------------------------- > use constant APACHE2 => $mod_perl::VERSION >= 1.99; > use constant OK => 0; > use constant DECLINED => -1; > use constant NOT_FOUND => 404; > use constant REDIRECT => 302; > > BEGIN { > if (APACHE2) { > require Apache2; > Apache2->import(); > require Apache::RequestRec; > require Apache::RequestIO; > require Apache::ServerUtil; > require Apache::Log; > require APR::Table; > } else { > require Apache; > Apache->import(); > } > } > ------------------------------------------------------------------- > > I thought that after the mod_perl "great renaming" API change with > mod_perl 2.x, the "require Apache2" is obsolete and the Apache::x and > other modules are being ported to the new API and renamed > Apache2::x. > I have this directory in my perl @INC: > /usr/local/lib/perl5/site_perl/5.8.7/mach/ > But, there's no Apache2.pm in there, of course; just an Apache2 > directory containing all the individual modules in the new Apache2::x > namespace (Const.pm, etc). > > So, the ApacheHandler.pm code looks to me like it only works > for people > running 1.99 MP2 and using "use Apache2" and "use Apache::compat". > Has Mason not been fully ported to mod_perl2.x? I don't see how this > can be, sincE rt-3.4.4 is supposed to support mod_perl2.x now. What > am I misunderstanding? > > Here's the mod_perl documentation that says to remove "use Apache2": > http://perl.apache.org/docs/2.0/rename.html > > Also, I did see these threads on rt-users: > > http://lists.bestpractical.com/pipermail/rt-users/2005-August/ 033087.html http://lists.bestpractical.com/pipermail/rt-users/2005-August/033467.html http://lists.bestpractical.com/pipermail/rt-users/2005-July/032445.html but haven't seen anybody saying that it's working. Is it possible? Thanks in advance, Myra _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From sames at officescape.com Wed Sep 21 15:19:58 2005 From: sames at officescape.com (Steven E. Ames) Date: Wed, 21 Sep 2005 14:19:58 -0500 Subject: [rt-users] rt-3.4.4 and mod_perl2 Message-ID: Ah. Forgot. You also have to remove thisline from the Makefile: CONFIGURE_ARGS+= --no-prompts That'll do it. It works for me anyway. > -----Original Message----- > From: Steven E. Ames > Sent: Wednesday, September 21, 2005 2:18 PM > To: 'Myra Chachkin'; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] rt-3.4.4 and mod_perl2 > > > The problem is with Mason (www/p5-HTML-Mason). The version in > ports is 1.28 and you need at least 1.30 to play (preferably > 1.3101). The quick and dirty way would be to do this: > > 1. edit www/p5-HTML-Mason/Makefile. Change version from 1.28 > to 1.3101. > 2. Remove www/p5-HTML-Mason/distinfo > 3. install it. > > > -----Original Message----- > > From: rt-users-bounces at lists.bestpractical.com > > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Myra > > Chachkin > > Sent: Wednesday, September 21, 2005 12:57 PM > > To: rt-users at lists.bestpractical.com > > Subject: [rt-users] rt-3.4.4 and mod_perl2 > > > > > > Hi RT folks, > > > > Does anyone have rt-3.4.4 working with apache2 and mod_perl2 > > (mod_perl2-2.0.1, not 1.99)? I'm attempting an upgrade and I'm > > a bit stumped. I got the latest 5.4-stable FreeBSD and rebuilt > > everything successfully, including rt-3.4.4. But on starting > > httpd, I see this error in the apache log: > > > > [error] Can't locate Apache2.pm in @INC (@INC contains [snip]) > > at > > /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler. > > pm line 270.\nBEGIN failed--compilation aborted at > > /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/ApacheHandler. > > pm line 281.\nCompilation failed in require at > > /usr/local/rt3/lib/RT/Interface/Web/Handler.pm line > > 146.\nCompilation failed in require at (eval 177) line 1.\n > > [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl > > > > So, in HTML::Mason::ApacheHandler.pm, here's the problem spot: > > > > ------------------------------------------------------------------- > > use constant APACHE2 => $mod_perl::VERSION >= 1.99; > > use constant OK => 0; > > use constant DECLINED => -1; > > use constant NOT_FOUND => 404; > > use constant REDIRECT => 302; > > > > BEGIN { > > if (APACHE2) { > > require Apache2; > > Apache2->import(); > > require Apache::RequestRec; > > require Apache::RequestIO; > > require Apache::ServerUtil; > > require Apache::Log; > > require APR::Table; > > } else { > > require Apache; > > Apache->import(); > > } > > } > > ------------------------------------------------------------------- > > > > I thought that after the mod_perl "great renaming" API change with > > mod_perl 2.x, the "require Apache2" is obsolete and the > Apache::x and > > other modules are being ported to the new API and renamed > > Apache2::x. > > I have this directory in my perl @INC: > > /usr/local/lib/perl5/site_perl/5.8.7/mach/ > > But, there's no Apache2.pm in there, of course; just an Apache2 > > directory containing all the individual modules in the new > Apache2::x > > namespace (Const.pm, etc). > > > > So, the ApacheHandler.pm code looks to me like it only works > > for people > > running 1.99 MP2 and using "use Apache2" and "use Apache::compat". > > Has Mason not been fully ported to mod_perl2.x? I don't > see how this > > can be, sincE rt-3.4.4 is supposed to support mod_perl2.x > now. What > > am I misunderstanding? > > > > Here's the mod_perl documentation that says to remove "use Apache2": > > http://perl.apache.org/docs/2.0/rename.html > > > > Also, I did see these threads on rt-users: > > > > http://lists.bestpractical.com/pipermail/rt-users/2005-August/ > 033087.html > > http://lists.bestpractical.com/pipermail/rt-users/2005-August/ 033467.html http://lists.bestpractical.com/pipermail/rt-users/2005-July/032445.html but haven't seen anybody saying that it's working. Is it possible? Thanks in advance, Myra _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com From AHKAPLAN at PARTNERS.ORG Wed Sep 21 16:56:03 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Wed, 21 Sep 2005 16:56:03 -0400 Subject: [rt-users] Setting Up E-Mail Reminders Message-ID: <9C63A4713C4E3342B90428CE44806A73EC37CE@PHSXMB5.partners.org> Hi there -- Does the RT (ver 3.4.4) program have a way to send periodic reminders to people who have tickets? If so, how would I configure it to do so? Thanks. From tdd at adci.ws Wed Sep 21 17:04:02 2005 From: tdd at adci.ws (Thomas Doxtater) Date: Wed, 21 Sep 2005 16:04:02 -0500 Subject: [rt-users] Email.pm Error Message-ID: <91D52AB353B5F546B387A4830805E22A0EE832@ldsv01.adci.local> Hey all, I've had some trouble getting RT to work on windows and FC4, but I finally have v3.0.12 running on windows. This is a brand new install. If I send in a new email to the rt user fetchmail picks it up and creates a new ticket, and sends the proper auto response. I can create a response through the web interface and it goes to the user as expected. The problem is that when the user creates a response to any of the messages they receive from the system it never gets updated in RT. Fetchmail keeps giving me an error: "The RT server which handled your email did not behave as expected. It said: fetchmail: MDA returned nonzero status 75" The rt.log file shows RT finding the related ticket via EmailParser.pm:289 then shows a critical error in Email.pm on line 720...which has nothing to do with anything. Its talking about a permissions error in the log but I don't understand what permissions its talking about. See below: [Wed Sep 21 20:58:41 2005] [debug]: Converting 'us-ascii' to 'utf-8' for text/plain - [LDWS03 #1] Here we go again! (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/I18N.pm:203) [Wed Sep 21 20:58:41 2005] [debug]: Found a ticket ID. It's 1 (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/EmailParser.pm:289) [Wed Sep 21 20:58:41 2005] [crit]: Permission Denied (C:/Program Files/OurInternet/Request Tracker/winrt/cgi/../../rt/lib/RT/Interface/Email.pm:720) Anyone's insight would be greatly appreciated. Thomas Doxtater Manager of IT Architectural Design Consultants, Inc. 30 Wisconsin Dells Parkway, P.O. Box 580 Lake Delton, WI 53940 Phone: (608) 254-6181 Fax: (608) 254-2139 Email: tdd at adci.ws Web site: www.adci.ws From paul_grondahl at yahoo.com Wed Sep 21 20:19:24 2005 From: paul_grondahl at yahoo.com (Paul Grondahl) Date: Wed, 21 Sep 2005 17:19:24 -0700 Subject: [rt-users] attachment corruption, 3.4.1 => 3.4.4 - UPDATE Message-ID: <20050922001919.E389441C0AE@mx1.virgindigital.com> hello again, i copied the database back to the original system (with rt 3.4.1) and did a full restore. attachments were still corrupt. i then restored a backup from a few days back, attachments are still corrupt! i must be doing something wrong in the backup/restore procedure. i backup nightly with this command: mysqldump -p --opt rt3 | gzip > /home/backup/rt3.dump.gz and i restored with: gzip -dc /home/backup/rt3.dump-saturday.gz | mysql -p rt3 i also verify the md5sums for the file, both before and after it goes to tape. any idea what could be happening? thanks, paul -----Original Message----- From: Paul Grondahl [mailto:paul at virgindigital.com] On Behalf Of Paul Grondahl Sent: Tuesday, September 20, 2005 20:58 To: 'rt-users at lists.bestpractical.com' Subject: attachment corruption, 3.4.1 => 3.4.4 hello, i just moved moved our rt instance from one rhel 4 system to another identical system. i copied the db between the systems and ran md5sum to ensure that it didn't get corrupted. old system: - rt 3.4.1 - apache 2.0.52-9 - mod_perl-1.99_16-4 - perl 5.8.5-12.1 new system: - rt 3.4.4 - apache 2.0.52-12.2 - fast_cgi - perl 5.8.5-12.1 the old system was working, but performance was not great. upon moving to the new system, i installed rt 3.4.4. as 3.4.4 does not support mod_perl 1.99 i installed fast_cgi. this also improved performance a lot. the problem is that most attachments are corrupted. most attachments, not all. bmp files are intact, whereas jpg's are corrupted. zip archives are partially corrupted, meaning that some of the files within are readable. please see logs below. i see from the archives that this has been an issue, but none of the solutions mentioned seem to apply. thanks, paul /var/log/httpd/error_log shows: [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Sep 20 16:48 :32 2005] [error]: Encoding error: Unknown encoding '\\"ISO-8859-1\\"' at /opt/rt3/lib/RT/I18N.pm line 451 [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack: [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/usr/lib/perl5 /5.8.5/Carp.pm:201] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/usr/lib/perl5 /5.8.5/i386-linux-thread-multi/Encode.pm:177] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/I18N.pm:451] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/I18N.pm:196] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/I18N.pm:188] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/I18N.pm:188] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/EmailParser.pm:267] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/EmailParser.pm:238] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/EmailParser.pm:211] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/EmailParser.pm:129] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/Interface/Email.pm:511] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share /html/REST/1.0/NoAuth/mail-gateway:57] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: defaulting to IS O-8859-1 -> UTF-8 (/opt/rt3/lib/RT/I18N.pm:454) i also get these: [Tue Sep 20 13:21:55 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Sep 20 20:2 1:55 2005] [error]: Deserialization of attribute 77 failed (/opt/rt3/lib/RT/Attribute_Overlay.pm:232), referer: http://xxx.com/Search/Build.html From cameron.beattie at appsteam.co.nz Wed Sep 21 21:42:58 2005 From: cameron.beattie at appsteam.co.nz (Cameron Beattie) Date: Thu, 22 Sep 2005 13:42:58 +1200 Subject: [rt-users] Email message body blank in yahoo Message-ID: <004f01c5bf16$f64dd990$0f00a8c0@HOUSTON> I have created a queue which sends an autoreply email to the requestor. When RT autoreplies to a yahoo account, the email message appears with no message body. Emails sent to other addresses, including hotmail, do not suffer from this problem. I've noticed in hotmail that the email message body starts with the following characters and wonder if there are some strange characters that upset yahoo: ?? The email template (based on the global template) is included below. Not that I get the same problem when using the global template so I don't believe it's something I've done. Has anyone experienced this problem or could anyone suggest what the cause is? Regards Cameron Subject: Created: {$Ticket->Subject} This message has been automatically generated in response to the creation of a ticket, "{$Ticket->Subject()}", a summary of which appears below. Your ticket has been assigned an ID of "[{$rtname} #{$Ticket->id()}]". If you wish to update this ticket at any time visit http://www.mydomain.co.nz/support/contact_us?type=1&subject=%5B{$rtname}%20%23{$Ticket->id}%5D. Note: Please do not reply to this email. Thank you, Support ------------------------------------------------------------------------- Ticket details: ------------------------------------------------------------------------- {$Transaction->Content()} From jesse at bestpractical.com Wed Sep 21 21:55:33 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 21 Sep 2005 21:55:33 -0400 Subject: [rt-users] Email message body blank in yahoo In-Reply-To: <004f01c5bf16$f64dd990$0f00a8c0@HOUSTON> References: <004f01c5bf16$f64dd990$0f00a8c0@HOUSTON> Message-ID: <20050922015533.GF26005@bestpractical.com> On Thu, Sep 22, 2005 at 01:42:58PM +1200, Cameron Beattie wrote: > I have created a queue which sends an autoreply email to the requestor. When > RT autoreplies to a yahoo account, the email message appears with no message > body. Emails sent to other addresses, including hotmail, do not suffer from > this problem. I'm going to take a wild guess you're running an out-of-date version of RT. Come up to 3.4.4 and this issue should vanish. Jesse > > I've noticed in hotmail that the email message body starts with the > following characters and wonder if there are some strange characters that > upset yahoo: ?? > > The email template (based on the global template) is included below. Not > that I get the same problem when using the global template so I don't > believe it's something I've done. Has anyone experienced this problem or > could anyone suggest what the cause is? > > Regards > > Cameron > > Subject: Created: {$Ticket->Subject} > > This message has been automatically generated in response to the > creation of a ticket, "{$Ticket->Subject()}", a summary of which appears > below. > > Your ticket has been assigned an ID of "[{$rtname} #{$Ticket->id()}]". > > If you wish to update this ticket at any time visit > http://www.mydomain.co.nz/support/contact_us?type=1&subject=%5B{$rtname}%20%23{$Ticket->id}%5D. > > Note: Please do not reply to this email. > > Thank you, > Support > > ------------------------------------------------------------------------- > Ticket details: > ------------------------------------------------------------------------- > {$Transaction->Content()} > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From ben.robson at classicblue.com.au Wed Sep 21 23:20:29 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Thu, 22 Sep 2005 13:20:29 +1000 Subject: [rt-users] RT Vs SalesLogix Message-ID: Guys, My boss is "suggesting" I take a long look at the company's already deployed SalesLogix application before I role out RT. I have used RT since 2000 and am very comfortable with it and very confident that it will do the job I want, but I know little about SalesLogix. The biggest thing I have learned so far about it is that it's web interface requires IIS, and I HATE the idea of deploying an IIS box in to a public network (i.e. the Internet). However my current employer is die-hard Microsoft, so unless I do a "you deploy it I quit" thingy the anti-IIS argument is going to be hard to push. Does anyone here have any experience with SalesLogix that they might lend me to aid me in convincing the company to stick with RT? Thanks, BenR -------------- next part -------------- An HTML attachment was scrubbed... URL: From willmaier at ml1.net Thu Sep 22 00:53:57 2005 From: willmaier at ml1.net (Will Maier) Date: Wed, 21 Sep 2005 23:53:57 -0500 Subject: [rt-users] RT Vs SalesLogix In-Reply-To: References: Message-ID: <20050922045357.GU11933@localhost.localdomain> On Thu, Sep 22, 2005 at 01:20:29PM +1000, Ben Robson wrote: > Does anyone here have any experience with SalesLogix that they > might lend me to aid me in convincing the company to stick with > RT? I've worked with a company that has an extensive SalesLogix deployment. With the recent EOL of Windows 2000, as well as the recent reports about Vista, they're starting to research alternative platforms. They have no particular problem with SalesLogix, except that it's locked-in, both to the vendor and Windows. The cost of something like SalesLogix is compounded by expensive OS licenses; if the company could move its key application (SalesLogix) off Windows, they'd do so. But, since they're stuck with the application and its platform, IT decisions are, in effect, made for them and in advance. The C(E|O) wish they had more flexibility now; hopefully your boss can think ahead a bit and imagine his IT situation in the near/mid term. Actually, hopefully *you* can explain to him what he'd face two years down the road running SalesLogix and what he'd face running RT. If you do your job right, it should be a piece of cake. : ) Good luck, -- [Will Maier]---------------[willmaier at ml1.net/wcmaier at jabber.ccc.de] From paul_grondahl at yahoo.com Thu Sep 22 02:12:32 2005 From: paul_grondahl at yahoo.com (Paul Grondahl) Date: Wed, 21 Sep 2005 23:12:32 -0700 Subject: [rt-users] attachment corruption, 3.4.1 => 3.4.4 - UPDATE Message-ID: <20050922061633.6B00F4D80A2@diesel.bestpractical.com> hello again, i'm not sure if these mesages are making it to the list. my apologies if i'm double-posting.. *** i copied the database back to the original system (with rt 3.4.1) and did a full restore. attachments were still corrupt. i then restored a backup from a few days back, attachments are still corrupt! i must be doing something wrong in the backup/restore procedure. i backup nightly with this command: mysqldump -p --opt rt3 | gzip > /home/backup/rt3.dump.gz and i restored with: gzip -dc /home/backup/rt3.dump-saturday.gz | mysql -p rt3 i also verify the md5sums for the file, both before and after it goes to tape. any idea what could be happening? thanks, paul -----Original Message----- From: Paul Grondahl [mailto:paul at virgindigital.com] On Behalf Of Paul Grondahl Sent: Tuesday, September 20, 2005 20:58 To: 'rt-users at lists.bestpractical.com' Subject: attachment corruption, 3.4.1 => 3.4.4 hello, i just moved moved our rt instance from one rhel 4 system to another identical system. i copied the db between the systems and ran md5sum to ensure that it didn't get corrupted. old system: - rt 3.4.1 - apache 2.0.52-9 - mod_perl-1.99_16-4 - perl 5.8.5-12.1 new system: - rt 3.4.4 - apache 2.0.52-12.2 - fast_cgi - perl 5.8.5-12.1 the old system was working, but performance was not great. upon moving to the new system, i installed rt 3.4.4. as 3.4.4 does not support mod_perl 1.99 i installed fast_cgi. this also improved performance a lot. the problem is that most attachments are corrupted. most attachments, not all. bmp files are intact, whereas jpg's are corrupted. zip archives are partially corrupted, meaning that some of the files within are readable. please see logs below. i see from the archives that this has been an issue, but none of the solutions mentioned seem to apply. thanks, paul /var/log/httpd/error_log shows: [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Sep 20 16:48 :32 2005] [error]: Encoding error: Unknown encoding '\\"ISO-8859-1\\"' at /opt/rt3/lib/RT/I18N.pm line 451 [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Stack: [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/usr/lib/perl5 /5.8.5/Carp.pm:201] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/usr/lib/perl5 /5.8.5/i386-linux-thread-multi/Encode.pm:177] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/I18N.pm:451] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/I18N.pm:196] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/I18N.pm:188] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/I18N.pm:188] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/EmailParser.pm:267] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/EmailParser.pm:238] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/EmailParser.pm:211] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/EmailParser.pm:129] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/lib/R T/Interface/Email.pm:511] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [/opt/rt3/share /html/REST/1.0/NoAuth/mail-gateway:57] [Tue Sep 20 09:48:32 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: defaulting to IS O-8859-1 -> UTF-8 (/opt/rt3/lib/RT/I18N.pm:454) i also get these: [Tue Sep 20 13:21:55 2005] [error] [client xxx] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: [Tue Sep 20 20:2 1:55 2005] [error]: Deserialization of attribute 77 failed (/opt/rt3/lib/RT/Attribute_Overlay.pm:232), referer: http://xxx.com/Search/Build.html From cronfy at ipnet.ru Thu Sep 22 03:21:40 2005 From: cronfy at ipnet.ru (cronfy - ipnet) Date: Thu, 22 Sep 2005 11:21:40 +0400 Subject: [rt-users] Re: RT-Users Digest, Vol 18, Issue 64 In-Reply-To: <20050921144623.9047D4D8191@diesel.bestpractical.com> References: <20050921144623.9047D4D8191@diesel.bestpractical.com> Message-ID: <98145377.20050922112140@ipnet.ru> >>We have RT 3.4.4 running. >>Our users asked me to insert something in mails generated by RT that >>would help to identify a queue that a ticket belongs to (for sorting >>purposes). To provide this, I decided to change RT tag this way: >>[ORG #Queue_Id-Ticket_Id]. > I'd suggest leaving the tag as is, and adding the queue name > separately afterwards. Yes, this is a good and more correct idea, and I've just tried it. But the problem with character set appeared again, so I think maybe I have to use something else than $self->TicketObj->Queue, or to correct it's type or value somehow?.. Of course, it is possible to insert a header line like "X-Queue: [Number]" into each template, but I would like to have a single global place to rule this. -- cronfy mailto:cronfy at ipnet.ru From konrad.baginski at kb.se Thu Sep 22 03:52:09 2005 From: konrad.baginski at kb.se (Konrad Baginski) Date: Thu, 22 Sep 2005 09:52:09 +0200 Subject: [rt-users] problem installing RT 3.4.4 on suse 9.3 Message-ID: <433262A9.7050306@kb.se> Hi. For the last days we have been trying to install RT 3.4.4 on a Suse 9.3 machine. make testdeps reports that nothing is missing. the Apache config file contains: #------- LoadModule perl_module modules/mod_perl.so LoadModule rewrite_module modules/mod_rewrite.so ServerName XX.kb.se Alias /rt "/opt/rt3/share/html" PerlModule Apache2 Apache::compat PerlModule Apache::DBI PerlRequire /opt/rt3/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks Order allow,deny Allow from all RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 Sethandler perl-script PerlHandler RT::Mason #---------------- when i try to start apache the following is logged in the error_log [Thu Sep 22 09:49:18 2005] [error] Can't locate mod_perl2.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/lib/perl5/5.8.6/i586-linux-thread-multi /usr/lib/perl5/5.8.6 /usr/lib/perl5/site_perl/5.8.6/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl . /srv/www) at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 23.\nBEGIN failed--compilation aborted at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line 41.\nCompilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation failed in require at (eval 2) line 1.\n [Thu Sep 22 09:49:18 2005] [error] Can't load Perl file: /opt/rt3/bin/webmux.pl for server XX.kb.se:0, exiting... what do we need to do to get apache load webmux.pl? thanks in advance /konrad From klimkin at falkag.com Thu Sep 22 05:08:34 2005 From: klimkin at falkag.com (Danial Klimkin) Date: Thu, 22 Sep 2005 13:08:34 +0400 Subject: [rt-users] attachment corruption, 3.4.1 => 3.4.4 - UPDATE In-Reply-To: <20050922001919.E389441C0AE@mx1.virgindigital.com> References: <20050922001919.E389441C0AE@mx1.virgindigital.com> Message-ID: <43327492.8080803@falkag.com> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Greetings Paul! Paul Grondahl wrote: > i copied the database back to the original system (with rt 3.4.1) and did a > full restore. attachments were still corrupt. i then restored a backup from > a few days back, attachments are still corrupt! > > i must be doing something wrong in the backup/restore procedure. > > i backup nightly with this command: > mysqldump -p --opt rt3 | gzip > /home/backup/rt3.dump.gz > > and i restored with: > gzip -dc /home/backup/rt3.dump-saturday.gz | mysql -p rt3 > > i also verify the md5sums for the file, both before and after it goes to > tape. > > any idea what could be happening? Yep, I have a guess as I lost attachments the same way. Probably you lost it while were dumping db. You should use: > mysqldump *--default-character-set=binary* -p --opt rt3 | gzip > /home/backup/rt3.dump.gz Fortunately, in my case I kept binary db backups before moving. I hope you done so too. May be we should place it on wiki or in FAQ? I spent some time studyed it and could not find anything on wiki/google. 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 iD8DBQFDMnSS2ce6OqXQ52QRArpLAJ99k0raF5qZ7bIymln4T21QMX+Z7QCbBD9Z dQL2mK+NhEjp015+Bz2DOzI= =aiv/ -----END PGP SIGNATURE----- From S.G.Tranter at lboro.ac.uk Thu Sep 22 06:43:52 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Thu, 22 Sep 2005 11:43:52 +0100 Subject: [rt-users] problem installing RT 3.4.4 on suse 9.3 In-Reply-To: <433262A9.7050306@kb.se> References: <433262A9.7050306@kb.se> Message-ID: <43328AE8.3080008@lboro.ac.uk> Konrad Baginski wrote: > Hi. > For the last days we have been trying to install RT 3.4.4 on a Suse 9.3 > machine. > make testdeps reports that nothing is missing. > > the Apache config file contains: > #------- > LoadModule perl_module modules/mod_perl.so > LoadModule rewrite_module modules/mod_rewrite.so > > when i try to start apache the following is logged in the error_log > [Thu Sep 22 09:49:18 2005] [error] Can't locate mod_perl2.pm in @INC > (@INC contains: /opt/rt3/local/lib /opt/rt3/lib > /usr/lib/perl5/5.8.6/i586-linux-thread-multi /usr/lib/perl5/5.8.6 > /usr/lib/perl5/site_perl/5.8.6/i586-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl . /srv/www) > at /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line > 23.\nBEGIN failed--compilation aborted at > /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line > 41.\nCompilation failed in require at > /opt/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation failed > in require at (eval 2) line 1.\n > [Thu Sep 22 09:49:18 2005] [error] Can't load Perl file: > /opt/rt3/bin/webmux.pl for server XX.kb.se:0, exiting... > > > what do we need to do to get apache load webmux.pl? > thanks in advance > /konrad > According to that error message, mod_perl2 isn't installed. What version of Apache and mod_perl are you running? 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 konrad.baginski at kb.se Thu Sep 22 08:18:28 2005 From: konrad.baginski at kb.se (Konrad Baginski) Date: Thu, 22 Sep 2005 14:18:28 +0200 Subject: [rt-users] problem installing RT 3.4.4 on suse 9.3 In-Reply-To: <43328AE8.3080008@lboro.ac.uk> References: <433262A9.7050306@kb.se> <43328AE8.3080008@lboro.ac.uk> Message-ID: <4332A114.2030702@kb.se> Stewart Tranter wrote: > Konrad Baginski wrote: > >> Hi. >> For the last days we have been trying to install RT 3.4.4 on a Suse >> 9.3 machine. >> make testdeps reports that nothing is missing. >> >> the Apache config file contains: > > > >> #------- >> LoadModule perl_module modules/mod_perl.so >> LoadModule rewrite_module modules/mod_rewrite.so >> >> when i try to start apache the following is logged in the error_log >> [Thu Sep 22 09:49:18 2005] [error] Can't locate mod_perl2.pm in @INC >> (@INC contains: /opt/rt3/local/lib /opt/rt3/lib >> /usr/lib/perl5/5.8.6/i586-linux-thread-multi /usr/lib/perl5/5.8.6 >> /usr/lib/perl5/site_perl/5.8.6/i586-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl . >> /srv/www) at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line >> 23.\nBEGIN failed--compilation aborted at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line >> 41.\nCompilation failed in require at >> /opt/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation >> failed in require at (eval 2) line 1.\n >> [Thu Sep 22 09:49:18 2005] [error] Can't load Perl file: >> /opt/rt3/bin/webmux.pl for server XX.kb.se:0, exiting... >> >> >> what do we need to do to get apache load webmux.pl? >> thanks in advance >> /konrad >> > > According to that error message, mod_perl2 isn't installed. What > version of Apache and mod_perl are you running? > > Stewart Apache2 is installed from suse 9.3 rpm-packages, the version is apache2-2.0.53-9.5. mod_perl2 is 2.0.1 according to the cpan intaller which i used to install mod_perl2. maybe mod_perl2 ended up being installed in the wrong place? how can i find out the correct path for the installation directories to apache2 and mod_perl2? From AHKAPLAN at PARTNERS.ORG Thu Sep 22 08:40:51 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Thu, 22 Sep 2005 08:40:51 -0400 Subject: FW: [rt-users] Setting Up E-Mail Reminders Message-ID: <9C63A4713C4E3342B90428CE44806A73EC37D1@PHSXMB5.partners.org> We had problems with our e-mail services yesterday and I am not sure if this message got through. I am reposting it just in case it had not made it into the mailing list. If it has, my apologies for reposting. Hi there -- Does the RT (ver 3.4.4) program have a way to send periodic reminders to people who have tickets? If so, how would I configure it to do so? Thanks. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kaplan, Andrew H. Sent: Wednesday, September 21, 2005 4:56 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Setting Up E-Mail Reminders Hi there -- Does the RT (ver 3.4.4) program have a way to send periodic reminders to people who have tickets? If so, how would I configure it to do so? 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 barnesaw at ucrwcu.rwc.uc.edu Thu Sep 22 09:01:25 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 22 Sep 2005 09:01:25 -0400 Subject: FW: [rt-users] Setting Up E-Mail Reminders In-Reply-To: <9C63A4713C4E3342B90428CE44806A73EC37D1@PHSXMB5.partners.org> References: <9C63A4713C4E3342B90428CE44806A73EC37D1@PHSXMB5.partners.org> Message-ID: <4332AB25.7040401@ucrwcu.rwc.uc.edu> Kaplan, Andrew H. wrote: >We had problems with our e-mail services yesterday and I am not sure if this >message got through. I am reposting it just in case it had not made it into the >mailing list. If it has, my apologies for reposting. > >Hi there -- > >Does the RT (ver 3.4.4) program have a way to send periodic reminders to people >who have tickets? If so, how would I configure it to do so? Thanks. > > http://wiki.bestpractical.com/index.cgi?Contributions Look for rt-remind >-----Original Message----- >From: rt-users-bounces at lists.bestpractical.com >[mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Kaplan, Andrew H. >Sent: Wednesday, September 21, 2005 4:56 PM >To: rt-users at lists.bestpractical.com >Subject: [rt-users] Setting Up E-Mail Reminders > >Hi there -- > >Does the RT (ver 3.4.4) program have a way to send periodic reminders to people >who have tickets? If so, how would I configure it to do so? 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 >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at 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 j.kelly at julien.ca Thu Sep 22 10:04:00 2005 From: j.kelly at julien.ca (Jonathan Kelly) Date: Thu, 22 Sep 2005 10:04:00 -0400 Subject: [rt-users] RT Vs SalesLogix Message-ID: <107A0DE68F187E44AD22F5754E159B8D02042CC9@mercure.julien.ca> On Thu, Sep 22, 2005 at 01:20:29PM +1000, Ben Robson wrote: > Does anyone here have any experience with SalesLogix that they might > lend me to aid me in convincing the company to stick with RT? This begs the question: what are the features of SalesLogix that your company needs? In my opinion, ticket-tracking is a subset of what is offered by a CRM system. Of course, it's possible to achieve a lot using RT and custom fields but you'll still be missing all the nice salesforce automation features, dashboards, graphs, etc. that executives love. However, in these dark and troubled times where oil prices are shooting through the roof and hurricanes are destroying whole cities, I believe companies should spend money wisely. This is where Open Source becomes very attractive and nice to have features a lot less so. A SalesLogix licence is, what, around 1K per seat? What about maintenance? This could be the basis of your business case. Your boss needs to assign a dollar value to the features RT doesn't provide and then compare the ROI to the entire project price. Alternatively, if some SalesLogix features are deemed essential, you could consider asking Best Practical for a quote to code those into RT itself. It might be a lot cheaper than paying for all those licences. Cheers, Jonathan -------------------- 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 VonGleichR at lanusa.com Thu Sep 22 10:49:58 2005 From: VonGleichR at lanusa.com (Ryan von Gleich) Date: Thu, 22 Sep 2005 10:49:58 -0400 Subject: [rt-users] (busy) function call causes browser timeout Message-ID: The error message that I am receiving is: The page cannot be displayed Explanation: The request timed out before the page could be retrieved. Technical Information (for support personnel) Error Code 1460: timeout Background: The gateway could not receive a timely response from the website you are trying to access, a DNS server, or another gateway server. This might indicate that the network is congested or that the website is experiencing technical difficulties. I have an action that I added to Ticket_Overlay.pm that clones a current ticket as many times as the user needs. It is called from Display.html with the following code elsif ( $ARGS{'Action'} eq 'Clone' ) { $TicketObj = LoadTicket($ARGS{'id'}); my $ticketIdStr; unless ($TicketObj->CurrentUserHasRight('CreateTicket')){ Abort('You have no permission to create tickets in that queue.'); } if (defined $ARGS{'many'}) { $ticketIdStr = $TicketObj->Clone($ARGS{'many'}); }else { $ticketIdStr = $TicketObj->Clone(1); } push @Actions, "Ticket(s) $ticketIdStr cloned from ticket $ARGS{'id'}"; $ARGS{'id'} = $TicketObj->id; If I use Clone( ) to make a large number of tickets, the browser will timeout before Clone() can return a value. Is there any way to thread this or set a higher timeout value (not sure where this could be set)? Not sure if I am posting to the right place, if not I will at least post my Clone( ) code if anyone needs it or would like to critique. I appreciate any suggestions! This is the code I added to Ticket_Overlay.pm using RT ver.3.4: =head2 Clone Clones an existing ticket and its create transaction; returns the new Ticket object. =cut sub Clone { my $self = shift; my $many = shift; my $ret; my $Requestor = split(",", $self->RequestorAddresses); my $Cc = split(",", $self->CcAddresses); my $AdminCc = split(",", $self->AdminCcAddresses); my $transactions = RT::Transactions->new($self->CurrentUser); $transactions->Limit( FIELD => 'Ticket', VALUE => $self->id() ); $transactions->Limit( FIELD => 'Type', VALUE => 'Create' ); my $attachment = $transactions->Next->Message->Next; use MIME::Entity; my $MIMEObj = MIME::Entity->build( Data => $attachment->Content, map { /^([\w\-]+:)\s*(.*)$/; $1 => $2; } split(/\n/, $attachment->Headers ) ); my $baseCFS = $self->CustomFields; foreach my $tester($baseCFS) { $RT::Logger->debug("Tester check: " . $tester); } my @CFnames=(); my $count=0; while (my $CF = $baseCFS->Next) { $RT::Logger->debug("Checking Field: " . $CF->Name); @CFnames[$count++] = $CF->Name; } #$RT::Logger->debug ("We found a merged ticket.". $self->id ."/".$self->EffectiveId); $RT::Logger->debug ("Number to clone.". $many); for (my $i=0; $i<$many; $i++) { my $clone = RT::Ticket->new($self->CurrentUser); my $OCFVObj = RT::ObjectCustomFieldValue->new($self->CurrentUser); $clone->Create( Queue => $self->Queue, Requestor => $Requestor, Cc => $Cc, AdminCc => $AdminCc, Owner => $self->Owner, Subject => $self->Subject, InitialPriority => $self->InitialPriority, FinalPriority => $self->FinalPriority, Priority => $self->Priority, Status => $self->Status, TimeWorked => 0, # Type => $self->Type, Due => $self->Due, #Created => $self->Created, #Creator => $self->Creator, MIMEObj => $MIMEObj, ) or return 0; foreach my $CFname(@CFnames) { my $cfValues = $self->CustomFieldValues($CFname); while (my $CurrValue = $cfValues->Next) { $OCFVObj->Create ( CustomField => $CurrValue->CustomField, ObjectType => $CurrValue->ObjectType, ObjectId => $clone->Id, Disabled => '0', Content => $CurrValue->Content, LargeContent => '', ContentType => '', ContentEncoding => '', ); } #end while } # end foreach if ($i == 0) { $ret = $clone->id } else { $ret = $ret . ", " .$clone->Id; } } return $ret; } ###END OF CLONE() And this little piece is added to /Ticket/Elements/Tabs: if ($Ticket->CurrentUserHasRight('CreateTicket')) { $actions->{'Clone'} = { title => 'Clone', path => "Ticket/Display.html?Action=Clone&id=$id", }; } -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben.robson at classicblue.com.au Thu Sep 22 10:59:55 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Fri, 23 Sep 2005 00:59:55 +1000 Subject: [rt-users] RT Vs SalesLogix Message-ID: Thanks to both yourself and Will for your replies. The twist in this is that SalesLogix is already deployed in the company. They already own it and are using it internally. I want to introduce RT as the ticketing system, and customer portal for a new area of the business that is run somewhat in isolation from the rest of the company, but due to SalesLogix already being deployed the boss wants it considered instead of RT. I am hunting for feature/security/non-financial reasons to use RT instead. Thanks, BenR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Jonathan Kelly Sent: Fri 9/23/2005 12:04 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] RT Vs SalesLogix On Thu, Sep 22, 2005 at 01:20:29PM +1000, Ben Robson wrote: > Does anyone here have any experience with SalesLogix that they might > lend me to aid me in convincing the company to stick with RT? This begs the question: what are the features of SalesLogix that your company needs? In my opinion, ticket-tracking is a subset of what is offered by a CRM system. Of course, it's possible to achieve a lot using RT and custom fields but you'll still be missing all the nice salesforce automation features, dashboards, graphs, etc. that executives love. However, in these dark and troubled times where oil prices are shooting through the roof and hurricanes are destroying whole cities, I believe companies should spend money wisely. This is where Open Source becomes very attractive and nice to have features a lot less so. A SalesLogix licence is, what, around 1K per seat? What about maintenance? This could be the basis of your business case. Your boss needs to assign a dollar value to the features RT doesn't provide and then compare the ROI to the entire project price. Alternatively, if some SalesLogix features are deemed essential, you could consider asking Best Practical for a quote to code those into RT itself. It might be a lot cheaper than paying for all those licences. Cheers, Jonathan -------------------- 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at redpepperracing.com Thu Sep 22 11:23:14 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Thu, 22 Sep 2005 11:23:14 -0400 Subject: [rt-users] Hide RT_System messages from ticket history? In-Reply-To: <107A0DE68F187E44AD22F5754E159B8D020350EC@mercure.julien.ca> References: <107A0DE68F187E44AD22F5754E159B8D020350EC@mercure.julien.ca> Message-ID: <4332CC62.9030002@redpepperracing.com> Jonathan Kelly wrote: > Thanks Ruslan, > > I forgot to confess that my knowledge of Perl is limited to knowing there's a camel on the cover of the book. :-) > > I guess I have to do something to this snippet of code: > > $m->comp( '/Elements/Callback', > _CallbackName => 'SkipTransaction', > Transaction => $Transaction, > skip => \$skip, > %ARGS ); > > Can you be more specific as to what? Do I comment out the CallbackName line? > I too am interested in this, any solution? Thanks Tom From kees at osdl.org Thu Sep 22 12:53:09 2005 From: kees at osdl.org (Kees Cook) Date: Thu, 22 Sep 2005 09:53:09 -0700 Subject: [rt-users] RT 3.2 on Ubuntu Hoary Message-ID: <20050922165309.GM652@osdl.org> Hi! We're using Ubuntu Hoary's package of RT, and I keep running into a weird situation. Sometimes (and I haven't figured out what the cause is), RT will simply fail with a 500 error. The RT logs don't show anything, and the web logs only show: [Thu Sep 22 09:42:21 2005] [error] [client 10.8.0.22] Premature end of script headers: mason_handler.fcgi, referer: https://rt.services.pdx.osdl.net/rt/Search/Bulk.html?Order=ASC&Query=Queue%20%3D%20%27Monitoring%27%20AND%20%28Status%20%3D%20%27open%27%20OR%20Status%20%3D%20%27new%27%29&Rows=50&OrderBy=id&Page=1&Format= This was a bulk update of several tickets. It seems to have done the requested update, but it failed to display a page. I've seen this sometimes when just trying to view a ticket, too. Debugging mason_handler.fcgi itself has shown me that the script itself dies IN the eval, which doesn't seem possible. Doing a "print" before the eval always shows up, but a "print" immediately after the eval never happens. It seems that the Apache server is killing off the script as though it has run for too long, but these errors happen within 5 seconds. Does anyone know of other Apache resource limits that RT might be banging up against? -- Kees Cook Open Source Development Lab kees at osdl.org From tom at redpepperracing.com Thu Sep 22 13:18:46 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Thu, 22 Sep 2005 13:18:46 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? Message-ID: <4332E776.9000608@redpepperracing.com> Has anyone successfully done it? I'm having a heck of a time with it. I can get 3.2.3 and 2.0.15 running at the same time on the same box, but when I run the dumpfile-to-rt-3.0 script, I get tons of these messages: uCreating user Unnamed user 253 .[Thu Sep 22 16:31:00 2005] [error]: Could not create a new user - (/opt/rt3/lib/RT/User_Overlay.pm:260) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 253' }; uCreating user Unnamed user 170 .[Thu Sep 22 16:31:00 2005] [error]: Could not create a new user - (/opt/rt3/lib/RT/User_Overlay.pm:260) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 170' }; uCreating user Unnamed user 232 .[Thu Sep 22 16:31:01 2005] [error]: Could not create a new user - (/opt/rt3/lib/RT/User_Overlay.pm:260) Failed to create user for$VAR1 = { 'CryptedPassword' => undef, 'Name' => 'Unnamed user 232' }; Then I get a big list like this: Importing groups gCouldn't find user with RT2 userid 5 - not adding to Couldn't find user with RT2 userid 6 - not adding to Couldn't find user with RT2 userid 7 - not adding to Couldn't find user with RT2 userid 8 - not adding to Couldn't find user with RT2 userid 9 - not adding to Couldn't find user with RT2 userid 10 - not adding to Couldn't find user with RT2 userid 12 - not adding to Couldn't find user with RT2 userid 13 - not adding to Couldn't find user with RT2 userid 14 - not adding to Couldn't find user with RT2 userid 15 - not adding to Couldn't find user with RT2 userid 115 - not adding to Couldn't find user with RT2 userid 151 - not adding to gCouldn't find user with RT2 userid 3 - not adding to Couldn't find user with RT2 userid 4 - not adding to Couldn't find user with RT2 userid 5 - not adding to Couldn't find user with RT2 userid 6 - not adding to Couldn't find user with RT2 userid 7 - not adding to Couldn't find user with RT2 userid 8 - not adding to Couldn't find user with RT2 userid 9 - not adding to Couldn't find user with RT2 userid 10 - not adding to Couldn't find user with RT2 Then lots of this: [Thu Sep 22 16:31:19 2005] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:906) [Thu Sep 22 16:31:19 2005] [crit]: Can't load a principal for id (/opt/rt3/lib/RT/ACE_Overlay.pm:907) rCouldn't load principal to grant them AdminKeywords globally $VAR1 = { 'PrincipalType' => 'User', 'PrincipalId' => '4', 'Name' => 'AdminKeywords' }; [Thu Sep 22 16:31:19 2005] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:906) [Thu Sep 22 16:31:19 2005] [crit]: Can't load a principal for id (/opt/rt3/lib/RT/ACE_Overlay.pm:907) rCouldn't load principal to grant them AdminKeywordSelects globally $VAR1 = { 'PrincipalType' => 'User', 'PrincipalId' => '4', 'Name' => 'AdminKeywordSelects' }; And a lot of this: fffffffffffffqFailed to create queue for$VAR1 = { 'LastUpdatedBy' => undef, 'Creator' => undef }; [Thu Sep 22 16:31:28 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:28 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:28 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) [Thu Sep 22 16:31:30 2005] [crit]: Trying to check RT::Queue rights for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) qFailed to create queue for$VAR1 = { 'LastUpdatedBy' => undef, 'Creator' => undef }; qFailed to create queue for$VAR1 = { 'LastUpdatedBy' => undef, 'Creator' => undef Ultimately, it doesn't appear to import anything. I'm about at my wits end here, and I need to get this working. If anyone has any ideas, I'd love to hear them. Thanks Tom From barnesaw at ucrwcu.rwc.uc.edu Thu Sep 22 13:22:24 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 22 Sep 2005 13:22:24 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? In-Reply-To: <4332E776.9000608@redpepperracing.com> References: <4332E776.9000608@redpepperracing.com> Message-ID: <4332E850.3050005@ucrwcu.rwc.uc.edu> In the readme it tells you to dump to the dumpfile BEFORE you install 3.2.x There is a DBIx::SearchBuilder incompatibility there. You need to drop way back in the DBIx::SearchBuilder versions. Try searching the mailing list for more info. Tom Lichti wrote: > Has anyone successfully done it? I'm having a heck of a time with it. > I can get 3.2.3 and 2.0.15 running at the same time on the same box, > but when I run the dumpfile-to-rt-3.0 script, I get tons of these > messages: > > uCreating user Unnamed user 253 > .[Thu Sep 22 16:31:00 2005] [error]: Could not create a new user - > (/opt/rt3/lib/RT/User_Overlay.pm:260) > Failed to create user for$VAR1 = { > 'CryptedPassword' => undef, > 'Name' => 'Unnamed user 253' > }; > uCreating user Unnamed user 170 > .[Thu Sep 22 16:31:00 2005] [error]: Could not create a new user - > (/opt/rt3/lib/RT/User_Overlay.pm:260) > Failed to create user for$VAR1 = { > 'CryptedPassword' => undef, > 'Name' => 'Unnamed user 170' > }; > uCreating user Unnamed user 232 > .[Thu Sep 22 16:31:01 2005] [error]: Could not create a new user - > (/opt/rt3/lib/RT/User_Overlay.pm:260) > Failed to create user for$VAR1 = { > 'CryptedPassword' => undef, > 'Name' => 'Unnamed user 232' > }; > > > Then I get a big list like this: > > Importing groups > gCouldn't find user with RT2 userid 5 - not adding to Couldn't find > user with RT2 userid 6 - not adding to Couldn't find user with RT2 > userid 7 - not adding to Couldn't find user with RT2 userid 8 - not > adding to Couldn't find user with RT2 userid 9 - not adding to > Couldn't find user with RT2 userid 10 - not adding to Couldn't find > user with RT2 userid 12 - not adding to Couldn't find user with RT2 > userid 13 - not adding to Couldn't find user with RT2 userid 14 - not > adding to Couldn't find user with RT2 userid 15 - not adding to > Couldn't find user with RT2 userid 115 - not adding to Couldn't find > user with RT2 userid 151 - not adding to gCouldn't find user with RT2 > userid 3 - not adding to Couldn't find user with RT2 userid 4 - not > adding to Couldn't find user with RT2 userid 5 - not adding to > Couldn't find user with RT2 userid 6 - not adding to Couldn't find > user with RT2 userid 7 - not adding to Couldn't find user with RT2 > userid 8 - not adding to Couldn't find user with RT2 userid 9 - not > adding to Couldn't find user with RT2 userid 10 - not adding to > Couldn't find user with RT2 > > Then lots of this: > > [Thu Sep 22 16:31:19 2005] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:906) > [Thu Sep 22 16:31:19 2005] [crit]: Can't load a principal for id > (/opt/rt3/lib/RT/ACE_Overlay.pm:907) > rCouldn't load principal to grant them AdminKeywords globally > $VAR1 = { > 'PrincipalType' => 'User', > 'PrincipalId' => '4', > 'Name' => 'AdminKeywords' > }; > [Thu Sep 22 16:31:19 2005] [crit]: 1 (/opt/rt3/lib/RT/ACE_Overlay.pm:906) > [Thu Sep 22 16:31:19 2005] [crit]: Can't load a principal for id > (/opt/rt3/lib/RT/ACE_Overlay.pm:907) > rCouldn't load principal to grant them AdminKeywordSelects globally > $VAR1 = { > 'PrincipalType' => 'User', > 'PrincipalId' => '4', > 'Name' => 'AdminKeywordSelects' > }; > > And a lot of this: > > fffffffffffffqFailed to create queue for$VAR1 = { > 'LastUpdatedBy' => undef, > 'Creator' => undef > }; > [Thu Sep 22 16:31:28 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:28 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:28 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:29 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > [Thu Sep 22 16:31:30 2005] [crit]: Trying to check RT::Queue rights > for an unspecified RT::Queue (/opt/rt3/lib/RT/Principal_Overlay.pm:377) > qFailed to create queue for$VAR1 = { > 'LastUpdatedBy' => undef, > 'Creator' => undef > }; > qFailed to create queue for$VAR1 = { > 'LastUpdatedBy' => undef, > 'Creator' => undef > > > Ultimately, it doesn't appear to import anything. I'm about at my wits > end here, and I need to get this working. If anyone has any ideas, I'd > love to hear them. > > Thanks > Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > 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 tom at redpepperracing.com Thu Sep 22 13:26:26 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Thu, 22 Sep 2005 13:26:26 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? In-Reply-To: <4332E850.3050005@ucrwcu.rwc.uc.edu> References: <4332E776.9000608@redpepperracing.com> <4332E850.3050005@ucrwcu.rwc.uc.edu> Message-ID: <4332E942.3010004@redpepperracing.com> Drew Barnes wrote: > In the readme it tells you to dump to the dumpfile BEFORE you install > 3.2.x There is a DBIx::SearchBuilder incompatibility there. You need > to drop way back in the DBIx::SearchBuilder versions. Try searching > the mailing list for more info. I did that, but I guess when I installed 2.0.15 it installed the latest SearchBuilder. It's a completely new box... I'll try downgrading SearchBuilder to whatever 2.0.15 requires, and re-dump, and see what happens. Weeee.... Thanks for the tip! Tom From barnesaw at ucrwcu.rwc.uc.edu Thu Sep 22 13:38:36 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 22 Sep 2005 13:38:36 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? In-Reply-To: <4332E942.3010004@redpepperracing.com> References: <4332E776.9000608@redpepperracing.com> <4332E850.3050005@ucrwcu.rwc.uc.edu> <4332E942.3010004@redpepperracing.com> Message-ID: <4332EC1C.5090109@ucrwcu.rwc.uc.edu> You are putting 2.0.15 on a new box? Do you have a mysqldump from an existing install? If you do, install 2.0.15 and load the db from the mysql dump. then untar 3.2.3, configure, and run make upgrade. Make sure you follow the schema/acl/content upgrade instructions at the end of make upgrade. Tom Lichti wrote: > Drew Barnes wrote: > >> In the readme it tells you to dump to the dumpfile BEFORE you install >> 3.2.x There is a DBIx::SearchBuilder incompatibility there. You >> need to drop way back in the DBIx::SearchBuilder versions. Try >> searching the mailing list for more info. > > I did that, but I guess when I installed 2.0.15 it installed the > latest SearchBuilder. It's a completely new box... > > I'll try downgrading SearchBuilder to whatever 2.0.15 requires, and > re-dump, and see what happens. Weeee.... > > Thanks for the tip! > > Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 barnesaw at ucrwcu.rwc.uc.edu Thu Sep 22 13:39:05 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 22 Sep 2005 13:39:05 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? In-Reply-To: <4332E942.3010004@redpepperracing.com> References: <4332E776.9000608@redpepperracing.com> <4332E850.3050005@ucrwcu.rwc.uc.edu> <4332E942.3010004@redpepperracing.com> Message-ID: <4332EC39.5030207@ucrwcu.rwc.uc.edu> Actually, I'm wrong. Nevermind. It's been too long since I went between major versions. Tom Lichti wrote: > Drew Barnes wrote: > >> In the readme it tells you to dump to the dumpfile BEFORE you install >> 3.2.x There is a DBIx::SearchBuilder incompatibility there. You >> need to drop way back in the DBIx::SearchBuilder versions. Try >> searching the mailing list for more info. > > I did that, but I guess when I installed 2.0.15 it installed the > latest SearchBuilder. It's a completely new box... > > I'll try downgrading SearchBuilder to whatever 2.0.15 requires, and > re-dump, and see what happens. Weeee.... > > Thanks for the tip! > > Tom > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 tom at redpepperracing.com Thu Sep 22 13:55:12 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Thu, 22 Sep 2005 13:55:12 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? In-Reply-To: <4332EC1C.5090109@ucrwcu.rwc.uc.edu> References: <4332E776.9000608@redpepperracing.com> <4332E850.3050005@ucrwcu.rwc.uc.edu> <4332E942.3010004@redpepperracing.com> <4332EC1C.5090109@ucrwcu.rwc.uc.edu> Message-ID: <4332F000.3090509@redpepperracing.com> Drew Barnes wrote: > You are putting 2.0.15 on a new box? Do you have a mysqldump from an > existing install? Yes. > > If you do, install 2.0.15 and load the db from the mysql dump. then > untar 3.2.3, configure, and run make upgrade. Make sure you follow > the schema/acl/content upgrade instructions at the end of make upgrade. I did the 2.0.15 install and load, which worked great. But in the 3.2.3 upgrade instructions is says to use the rt2-to-rt3 package? make upgrade doesn't seem to 'do the right thing'... From barnesaw at ucrwcu.rwc.uc.edu Thu Sep 22 14:13:12 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Thu, 22 Sep 2005 14:13:12 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? In-Reply-To: <4332F000.3090509@redpepperracing.com> References: <4332E776.9000608@redpepperracing.com> <4332E850.3050005@ucrwcu.rwc.uc.edu> <4332E942.3010004@redpepperracing.com> <4332EC1C.5090109@ucrwcu.rwc.uc.edu> <4332F000.3090509@redpepperracing.com> Message-ID: <4332F438.80201@ucrwcu.rwc.uc.edu> Tom Lichti wrote: > Drew Barnes wrote: > >> You are putting 2.0.15 on a new box? Do you have a mysqldump from an >> existing install? > > Yes. > >> >> If you do, install 2.0.15 and load the db from the mysql dump. then >> untar 3.2.3, configure, and run make upgrade. Make sure you follow >> the schema/acl/content upgrade instructions at the end of make upgrade. > > I did the 2.0.15 install and load, which worked great. But in the > 3.2.3 upgrade instructions is says to use the rt2-to-rt3 package? make > upgrade doesn't seem to 'do the right thing'... Yeah, that was my mistake. I should know better than to type while ignoring people who walk into my office. I can't recall which version of DBIx::SearchBuilder you need to back down to, but I think it was in the neighborhood of .93. That was just too long ago for me to remember, but all I find in the list archives is that it has to be lower than 1.12. Sorry for the wrong info in that last email. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 tom at redpepperracing.com Thu Sep 22 14:35:53 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Thu, 22 Sep 2005 14:35:53 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? In-Reply-To: <4332F438.80201@ucrwcu.rwc.uc.edu> References: <4332E776.9000608@redpepperracing.com> <4332E850.3050005@ucrwcu.rwc.uc.edu> <4332E942.3010004@redpepperracing.com> <4332EC1C.5090109@ucrwcu.rwc.uc.edu> <4332F000.3090509@redpepperracing.com> <4332F438.80201@ucrwcu.rwc.uc.edu> Message-ID: <4332F989.1020804@redpepperracing.com> Drew Barnes wrote: > > > Tom Lichti wrote: > >> Drew Barnes wrote: >> >>> You are putting 2.0.15 on a new box? Do you have a mysqldump from >>> an existing install? >> >> Yes. >> >>> >>> If you do, install 2.0.15 and load the db from the mysql dump. then >>> untar 3.2.3, configure, and run make upgrade. Make sure you follow >>> the schema/acl/content upgrade instructions at the end of make upgrade. >> >> I did the 2.0.15 install and load, which worked great. But in the >> 3.2.3 upgrade instructions is says to use the rt2-to-rt3 package? >> make upgrade doesn't seem to 'do the right thing'... > > Yeah, that was my mistake. I should know better than to type while > ignoring people who walk into my office. > > I can't recall which version of DBIx::SearchBuilder you need to back > down to, but I think it was in the neighborhood of .93. That was just > too long ago for me to remember, but all I find in the list archives > is that it has to be lower than 1.12. > > Sorry for the wrong info in that last email. No worries, I knew what you meant... :) I went down to .48 (which is what 2.0.15 was looking for) and so far, so good. I'll re-up it to whatever 3.2.3 needs when it's done dumping, and hopefully that will get this ball rolling again.... :) Thanks Tom From todd at chaka.net Thu Sep 22 14:53:16 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 22 Sep 2005 14:53:16 -0400 Subject: [rt-users] (busy) function call causes browser timeout In-Reply-To: References: Message-ID: <20050922185316.GI4670@chaka.net> On Thu, Sep 22, 2005 at 10:49:58AM -0400, Ryan von Gleich wrote: > The error message that I am receiving is: > > > > The page cannot be displayed > > Explanation: The request timed out before the page could be retrieved. > > Technical Information (for support personnel) > > Error Code 1460: timeout > > Background: The gateway could not receive a timely response from the > website you are trying to access, a DNS server, or another gateway > server. This might indicate that the network is congested or that the > website is experiencing technical difficulties. > > > > I have an action that I added to Ticket_Overlay.pm that clones a current > ticket as many times as the user needs. It is called from Display.html > with the following code > The browser is timing out waiting for the server to send something (anything). I would do 2 things: 1. Work on the making the clone process faster. (not easy) 2. Rework the interface to that status information is periodically sent to the browser. This involves an occassional print (Or Mason output) and flushing the buffer. -Todd From VonGleichR at lanusa.com Thu Sep 22 15:25:58 2005 From: VonGleichR at lanusa.com (Ryan von Gleich) Date: Thu, 22 Sep 2005 15:25:58 -0400 Subject: [rt-users] (busy) function call causes browser timeout Message-ID: -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Thursday, September 22, 2005 2:53 PM To: Ryan von Gleich Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] (busy) function call causes browser timeout On Thu, Sep 22, 2005 at 10:49:58AM -0400, Ryan von Gleich wrote: >> The error message that I am receiving is: >> >> >> >> The page cannot be displayed >> >> Explanation: The request timed out before the page could be retrieved. >> >> Technical Information (for support personnel) >> >> Error Code 1460: timeout >> >> Background: The gateway could not receive a timely response from the >> website you are trying to access, a DNS server, or another gateway >> server. This might indicate that the network is congested or that the >> website is experiencing technical difficulties. >> >> >> >> I have an action that I added to Ticket_Overlay.pm that clones a current >> ticket as many times as the user needs. It is called from Display.html >> with the following code >> >The browser is timing out waiting for the server to send >something (anything). I would do 2 things: >1. Work on the making the clone process faster. (not easy) >2. Rework the interface to that status information is periodically >sent to the browser. This involves an occassional print (Or Mason >output) and flushing the buffer. >-Todd There are times where 100 or more tickets will have to be created, I have a feeling I can never make it that fast. I research how to spit Mason output and flushing the buffer, sounds like the right direction. Thank you. Ryan From todd at chaka.net Thu Sep 22 15:25:15 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 22 Sep 2005 15:25:15 -0400 Subject: [rt-users] (busy) function call causes browser timeout In-Reply-To: References: Message-ID: <20050922192515.GJ4670@chaka.net> On Thu, Sep 22, 2005 at 03:25:58PM -0400, Ryan von Gleich wrote: > There are times where 100 or more tickets will have to be created, I > have a feeling I can never make it that fast. I research how to spit > Mason output and flushing the buffer, sounds like the right direction. > Thank you. > > Ryan Here's part of the answer: $m->flush_buffer(); From VonGleichR at lanusa.com Thu Sep 22 15:52:24 2005 From: VonGleichR at lanusa.com (Ryan von Gleich) Date: Thu, 22 Sep 2005 15:52:24 -0400 Subject: [rt-users] (busy) function call causes browser timeout Message-ID: -----Original Message----- From: Todd Chapman [mailto:todd at chaka.net] Sent: Thursday, September 22, 2005 3:25 PM To: Ryan von Gleich Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] (busy) function call causes browser timeout On Thu, Sep 22, 2005 at 03:25:58PM -0400, Ryan von Gleich wrote: >> There are times where 100 or more tickets will have to be created, I >> have a feeling I can never make it that fast. I research how to spit >> Mason output and flushing the buffer, sounds like the right direction. >> Thank you. >> >> Ryan >Here's part of the answer: $m->flush_buffer(); $m->out(..); for output :) From jim1 at cornell.edu Thu Sep 22 16:41:12 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Thu, 22 Sep 2005 16:41:12 -0400 Subject: [rt-users] Seeking documentation on applying patches posted in rt-commit In-Reply-To: <20050921002756.GG4670@chaka.net> References: <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> Hi Todd, rt-users, and rt-commit, Thank you for your reply. It would be very helpful, if I was already versed in the use of Subversion, and it was already installed on my system. Unfortunately, neither is the case yet. Though I did find the thread in the RT mail list archives on renaming the Subversion tree, so I have a better understanding now of the subject lines (but what's Jiffy?). Since Subversion seems to be one of RT's "dependencies" (in the sense of applying patches), I was hoping to find a set of instructions in the RT documentation that covers Subversion's installation and use *as it pertains to RT*. Still searching, but hoping someone may be able to point me in the right direction. Of course I downloaded the Subversion source, read portions of the online book, and ran the install. However, it didn't like the idea of being installed in a non-default location, so I had to back out for now. (We have RT and all of its pieces in its own filesystem, which I administer. The rest is under another sysadmin's perview.) I suppose the simpler questions are these: - Are there any patches that need to be applied to RT 3.4.4 to fix bugs? It appears that there may be. - Is it possible to cut and paste code posted to the rt-commit list into an overlay file and apply the patch that way? If so, what path and filename? Any other details needed? (Please note, Perl is still just a camel to me too.) Thanks in advance. I'll cross-post this to rt-commit as well. Jennifer At 9/20/2005 08:27 PM, you wrote: >Just check-out the 3.4-RELEASE branch from subversion. Do >an occasional 'svn update' and upgrade RT as necessary. > >Or you could just download each release version of RT as >it comes out and do an upgrade. > >There are more complicated (to set up) methods too, >involving svk. > >-Todd > >On Tue, Sep 20, 2005 at 06:36:11PM -0400, Jennifer I. Moore wrote: > > Gentle Greetings, > > > > Would someone be so kind as to please direct me to instructions on how to > > apply patches to RT? I have searched the mail list archives, Wiki > > documentation, and have read what I can find in RT Essentials (about > > overlays and such, though the text quickly goes over my novice-perl head > > after that). > > > > I am subscribed to the rt-commit list, and see some items referring to > > RELEASE 3.4, so I am assuming these are patches that need to be applied, > > yes? Also, a pointer to information that would help me understand the > > terminology used in the subject lines would be most appreciated. > > > > Thank you in advance for your help! > > Jennifer > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com From todd at chaka.net Thu Sep 22 16:30:34 2005 From: todd at chaka.net (Todd Chapman) Date: Thu, 22 Sep 2005 16:30:34 -0400 Subject: [rt-users] Seeking documentation on applying patches posted in rt-commit In-Reply-To: <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> Message-ID: <20050922203033.GK4670@chaka.net> On Thu, Sep 22, 2005 at 04:41:12PM -0400, Jennifer I. Moore wrote: > Hi Todd, rt-users, and rt-commit, > > Thank you for your reply. It would be very helpful, if I was already > versed in the use of Subversion, and it was already installed on my > system. Unfortunately, neither is the case yet. Though I did find the > thread in the RT mail list archives on renaming the Subversion tree, so I > have a better understanding now of the subject lines (but what's Jiffy?). > > Since Subversion seems to be one of RT's "dependencies" (in the sense of > applying patches), I was hoping to find a set of instructions in the RT > documentation that covers Subversion's installation and use *as it pertains > to RT*. Still searching, but hoping someone may be able to point me in the > right direction. > > Of course I downloaded the Subversion source, read portions of the online > book, and ran the install. However, it didn't like the idea of being > installed in a non-default location, so I had to back out for now. (We > have RT and all of its pieces in its own filesystem, which I > administer. The rest is under another sysadmin's perview.) > > I suppose the simpler questions are these: > > - Are there any patches that need to be applied to RT 3.4.4 to fix > bugs? It appears that there may be. > > - Is it possible to cut and paste code posted to the rt-commit list into > an overlay file and apply the patch that way? If so, what path and > filename? Any other details needed? (Please note, Perl is still just a > camel to me too.) > > Thanks in advance. I'll cross-post this to rt-commit as well. > > Jennifer > 1. Get subverstion installed. 2. $ svn co svn://svn.bestpractical.com/rt/branches/3.4-RELEASE rt-3.4.x 3. $ cd rt-3.4.x 4. $ svn update Run svn update anytime there have been changes to the source (as seen in rt-commit). -Todd From Bruce.Rudd at datadirect.com Thu Sep 22 10:22:05 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Thu, 22 Sep 2005 10:22:05 -0400 Subject: [rt-users] Backing up the system Message-ID: I have RT3 and MySQL installed on RHEL 4 and this is all I use this server for. Does anyone have any guidelines on what I need to be backing up to prevent losing my data if there is a crash? Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -------------- next part -------------- An HTML attachment was scrubbed... URL: -------------- next part -------------- A non-text attachment was scrubbed... Name: image001.gif Type: image/gif Size: 12381 bytes Desc: image001.gif URL: From ruslan.zakirov at gmail.com Thu Sep 22 17:21:14 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 23 Sep 2005 01:21:14 +0400 Subject: [rt-users] Seeking documentation on applying patches posted in rt-commit In-Reply-To: <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> <20050921002756.GG4670@chaka.net> <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> Message-ID: <589c944005092214217641dd10@mail.gmail.com> On 9/23/05, Jennifer I. Moore wrote: > Hi Todd, rt-users, and rt-commit, Please, don't send anything into rt-commit ML. If you want discuss some change use rt-devel list. > > Thank you for your reply. It would be very helpful, if I was already > versed in the use of Subversion, and it was already installed on my > system. Unfortunately, neither is the case yet. Though I did find the > thread in the RT mail list archives on renaming the Subversion tree, so I > have a better understanding now of the subject lines (but what's Jiffy?). > > Since Subversion seems to be one of RT's "dependencies" (in the sense of > applying patches), I was hoping to find a set of instructions in the RT > documentation that covers Subversion's installation and use *as it pertains > to RT*. Still searching, but hoping someone may be able to point me in the > right direction. SVN is not RT's dependency. If you maintain RT installation and want to be on the bleeding edge then svn will help you. If you don't know anything about CVS, SVN or other versions control systems then you could learn more about it or could ignore it. > Of course I downloaded the Subversion source, read portions of the online > book, and ran the install. However, it didn't like the idea of being > installed in a non-default location, so I had to back out for now. (We > have RT and all of its pieces in its own filesystem, which I > administer. The rest is under another sysadmin's perview.) I think svn can be installed in any place you want: ./configure --prefix=~/my_apps > > I suppose the simpler questions are these: > > - Are there any patches that need to be applied to RT 3.4.4 to fix > bugs? It appears that there may be. Yes, 3.4 now is in maintance state and this mean almost all changes in this branch are bug-fixes. > > - Is it possible to cut and paste code posted to the rt-commit list into > an overlay file and apply the patch that way? If so, what path and > filename? Any other details needed? (Please note, Perl is still just a > camel to me too.) you should learn something about diff and patch commands. > cp dir dir-my > change something in dir-my > then run `diff -Nru dir dir-my > my.patch` last command output "patch" that describe changes you did in 'dir-my' against conten of the 'dir' > cd dir > patch -p1 < ../my.patch this command will apply patch to content in dir 'dir'. > > Thanks in advance. I'll cross-post this to rt-commit as well. > > Jennifer > > At 9/20/2005 08:27 PM, you wrote: > >Just check-out the 3.4-RELEASE branch from subversion. Do > >an occasional 'svn update' and upgrade RT as necessary. > > > >Or you could just download each release version of RT as > >it comes out and do an upgrade. > > > >There are more complicated (to set up) methods too, > >involving svk. > > > >-Todd > > > >On Tue, Sep 20, 2005 at 06:36:11PM -0400, Jennifer I. Moore wrote: > > > Gentle Greetings, > > > > > > Would someone be so kind as to please direct me to instructions on how to > > > apply patches to RT? I have searched the mail list archives, Wiki > > > documentation, and have read what I can find in RT Essentials (about > > > overlays and such, though the text quickly goes over my novice-perl head > > > after that). > > > > > > I am subscribed to the rt-commit list, and see some items referring to > > > RELEASE 3.4, so I am assuming these are patches that need to be applied, > > > yes? Also, a pointer to information that would help me understand the > > > terminology used in the subject lines would be most appreciated. > > > > > > Thank you in advance for your help! > > > Jennifer > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > > > Buy your copy of our new book, RT Essentials, today! > > > > > > Download a free sample chapter from http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- Best regards, Ruslan. From ruslan.zakirov at gmail.com Thu Sep 22 17:24:45 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 23 Sep 2005 01:24:45 +0400 Subject: [rt-users] Backing up the system In-Reply-To: References: Message-ID: <589c94400509221424362ea4ec@mail.gmail.com> On 9/22/05, Bruce Rudd wrote: > I have RT3 and MySQL installed on RHEL 4 and this is all I use this server for. Does anyone have any guidelines on what I need to be backing up to prevent losing my data if there is a crash? You need solution for backing up MySQL tables of *InnoDB* type. Google is your friend. > > Regards, > Bruce Rudd > Solutions Engineer > > DataDirect Technologies > > www.DataDirect.com > > Check and log cases on the web with SupportLink Online > Interact with Peers and exchange information with our Developer's Forums > You may reach a SupportLink Engineer at (888) 332-6797 > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 jim at bydesignpublishing.com Thu Sep 22 18:08:45 2005 From: jim at bydesignpublishing.com (Jim Rice) Date: Thu, 22 Sep 2005 15:08:45 -0700 Subject: [rt-users] RT3 Apache mod_perl config help Message-ID: <1127426925.11459.51.camel@james.homebydesign.com> Bought the book, read ch.2, googled, searched the archives, now I'll try this list... Installing RT3 and can't get past the "You're almost there!" page. FC3, Apache 2.0.53, mod_perl 2.0.1, (built from source). make testdeps make fixdeps After some effort, finally ran with "Everything was found." It didn't complain about needing Apache::DBI First time up it said: [Thu Sep 22 11:31:46 2005] [error] Can't load Perl module Apache::DBI for server rt.bydesignpublishing.com:0, exiting... (fast forward to Appendix D). CPAN'd it. - - - - - - - - - - Short story long is: Now when starting apache, no errors, nothing in the log files. Just the rt-broken-install redirect. Here's some config info if you are still reading... LoadModule perl_module modules/mod_perl.so ServerAdmin jim at bydesignpublishing.com ServerName rt.bydesignpublishing.com DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ErrorLog /usr/local/rt3/var/log/error_log CustomLog /usr/local/rt3/var/log/access_log common (and yes, this file does exist) -rwxr-xr-x 1 root root 1192653 Sep 22 11:20 mod_perl.so Feels like I am very close, but I just don't see it. Any clues? Thanks for your time. -- Jim Rice by Design Publishing 11626 N. Tracey Road Hayden, Idaho 83835 From AHKAPLAN at PARTNERS.ORG Thu Sep 22 18:57:35 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Thu, 22 Sep 2005 18:57:35 -0400 Subject: [rt-users] Questions about RT-Escalate and RT-Remind Message-ID: <9C63A4713C4E3342B90428CE44806A73EC37D3@PHSXMB5.partners.org> Hi there -- I had several questions concerning the installing of the RT Escalate and Remind scripts. The system in question is running version 3.4.4 on a SUSE 9.3 operating system. 1. The location of the RT3 libraries in our system is /usr/local/rt/lib/RT and /usr/local/rt/lib/t as opposed to either the /usr/local/packages/rt/lib directory or the /usr/local/packages/rt/local/lib directory. Will modifying the scripts use lib line be enough or are there other parts of either script that will need to be modified? 2. Assuming the /usr/local/rt/lib/RT directory is the proper location for the scripts, should the permissions for the scripts be modified to reflect those within the directory? For example, the standard permissions in effect for all .pm files within the RT subdirectory are 755 while the user and group ownership of the same files is root:bin. 3. After the two scripts are installed, what is the best way to activate them? Is simply stopping and restarting the RT application enough, or would a system reboot be the better approach? Thanks. From cwfox at us.fujitsu.com Thu Sep 22 19:21:35 2005 From: cwfox at us.fujitsu.com (Camron W. Fox) Date: Thu, 22 Sep 2005 13:21:35 -1000 Subject: [rt-users] Backing up the system In-Reply-To: References: Message-ID: <43333C7F.9000408@us.fujitsu.com> Bruce Rudd wrote: > I have RT3 and MySQL installed on RHEL 4 and this is all I use this > server for. Does anyone have any guidelines on what I need to be > backing up to prevent losing my data if there is a crash? > > > Bruce, We have RT3.4.4, MySQL Ver 4.1.9 on RHEL3U5. We use: /usr/bin/mysqldump --add-drop-table --single-transaction --quick $DB >> $FILENAME for our nightly backups. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at us.fujitsu.com Phone: (808) 934-4102 Cell: (808) 937-5026 From george at alink.co.za Fri Sep 23 04:42:59 2005 From: george at alink.co.za (George Barnett) Date: Fri, 23 Sep 2005 09:42:59 +0100 Subject: [rt-users] Setting the FriendlyFromLineFormat Message-ID: <4333C013.9070203@alink.co.za> I'm attempting to get this set to the Queue Description but not having much luck. I've tried this: Set($FriendlyFromLineFormat , $self->QueueObj->Description); Which breaks things. I can't find much documentation - can somebody point me in the right place? Thanks, George -- George Barnett Reality Engineer m: (+44) 797 457 1868 e: george at alink.co.za "The porcupine with the sharpest quills gets stuck on a tree more often." From T.D.Bishop at kent.ac.uk Fri Sep 23 04:36:46 2005 From: T.D.Bishop at kent.ac.uk (Tim Bishop) Date: Fri, 23 Sep 2005 09:36:46 +0100 Subject: [rt-users] Re: Questions about RT-Escalate and RT-Remind In-Reply-To: <9C63A4713C4E3342B90428CE44806A73EC37D3@PHSXMB5.partners.org> References: <9C63A4713C4E3342B90428CE44806A73EC37D3@PHSXMB5.partners.org> Message-ID: <20050923083646.GC12467@myrtle.kent.ac.uk> On Thu, Sep 22, 2005 at 06:57:35PM -0400, Kaplan, Andrew H. wrote: > 1. The location of the RT3 libraries in our system is > /usr/local/rt/lib/RT and /usr/local/rt/lib/t as opposed to either the > /usr/local/packages/rt/lib directory or the > /usr/local/packages/rt/local/lib directory. Will modifying the scripts > use lib line be enough or are there other parts of either script that > will need to be modified? Just change the lib line. It's different for every system. > 2. Assuming the /usr/local/rt/lib/RT directory is the proper location > for the scripts, should the permissions for the scripts be modified to > reflect those within the directory? For example, the standard > permissions in effect for all .pm files within the RT subdirectory are > 755 while the user and group ownership of the same files is root:bin. The scripts can go anywhere - I have them in the the sbin directory. As long as the permissions make them executable they'll be fine. > 3. After the two scripts are installed, what is the best way to > activate them? Is simply stopping and restarting the RT application > enough, or would a system reboot be the better approach? No, you don't need to stop RT. You just need to run the scripts from something like cron. Tim. -- Tim Bishop, Computer Science Computing Officer. PGP Key: 0x5AE7D984 From Sergey.Panteleev at acronis.ru Fri Sep 23 05:27:52 2005 From: Sergey.Panteleev at acronis.ru (Sergey V. Panteleev) Date: Fri, 23 Sep 2005 13:27:52 +0400 Subject: [rt-users] Prohibit create/modify ticket Message-ID: <4333CA98.8010602@acronis.ru> Hi! I need to prohibit ticket creation in some queues (with error message) if some custom fields are empty. How can I do this? I thought I can use scrips for this task, but after examing "Transaction_Overlay.pm" I understood that it was a wrong idea :( Thanks. From abilashpraveen82 at hotmail.com Fri Sep 23 06:30:54 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Fri, 23 Sep 2005 16:00:54 +0530 Subject: [rt-users] html emails in RT Message-ID: Hi, I'm not sure if you have any links to explain this. But I find that RT accepts only text based emails. Some of our customers wants to send us html mails, with different font size, colours, etc. Is there a way in RT to accept html emails? Right now I have asked our customers to send any html email as a word attachment. Not a big issue.. but a slight pain. But I don't see this as a disadvantage since RT has a lot of other features which are very very good. A big thanks to RT! Good day. Abilash Praveen -------------- next part -------------- An HTML attachment was scrubbed... URL: From popeye at popeye.ws Fri Sep 23 07:16:08 2005 From: popeye at popeye.ws (popeye) Date: Fri, 23 Sep 2005 15:16:08 +0400 Subject: [rt-users] Few things in RT that annoy me and my support. Message-ID: <200509231516.08366.popeye@popeye.ws> Ok i'm new in lis but using RT since May and now i have 3GB of tickets and 4 supporters which work with them.. We use 3.4.4 but it after upgrade from 3.2.3, We on FreeBSD 5.3, apache 1.3.x, mysql 4.1.14, mod_perl 1.29, perl 5.8.6 This systems have 1G of RAM. Intel(R) Pentium(R) 4 CPU 2.40GHz RT DB have 115,410 of tickets (a lot of deleted bacause of spam) 2.3 GB of Attachements 1,347,963 - CachedGroupMembers Transactions - 505,764 and for last Users table - 84,472.. We use RT for support our products, so our users send to public mails we receive it into RT then support answer and resolve on tickets... And now problems: 1. it's slow for us.. i think because we have so large db innodb parameters: innodb_buffer_pool_size=256M innodb_additional_mem_pool_size=2M sort_buffer=2M 2. 30 newest unowned tickets i set it for 10.000 tickets on ferst page - because i don't know why (but thing because deleted tickets) it not show me 200 if i set it to 200... it show me only 20-30 but old tickets (which have user Nobody and support not resolve yet) it don't show.. same thing if i click on this link on top of table (10000 newest unowned tickets ) -> i moved to search page, but page empty, i click Next there only 2 tickets then again click on Next, there no tickets. When i set $MyRequestsLength to 10.000 it not show me 10.000 mails it show me mails at about 1000. If i click on link "10000 newest unowned tickets" it show me Found 30,762 tickets. I search in mail list about this and I thing it is like this old mails http://lists.bestpractical.com/pipermail/rt-devel/2002-October/002650.html http://lists.bestpractical.com/pipermail/rt-users/2003-December/019008.html but no solutions how to fix it.. 3. After upgrade to 3.4.4 i get interesting bug "Empty mail history" i click on ticket -> it show me all except headers and history of mail.. I restart apache it shows again.. Sometimes it not shows when i restart apache, then i restart mysql it show me history again.. Deleteing files in var/mason_data not help. This occurs every day. 4. After upgrade to 3.4.4 session table is crashed every day too, i must repair this table.. I set write apache sessions, but not thing thats ok.. Well, help me please. sorry for my english. I will glad listen any help about my problems. Thank you. P.S. I like RT very much.. P.P.S. I know Ruslan Zarikov developer of RT. I want talk with you by icq or email on russian. if you don't mind From AHKAPLAN at PARTNERS.ORG Fri Sep 23 09:12:07 2005 From: AHKAPLAN at PARTNERS.ORG (Kaplan, Andrew H.) Date: Fri, 23 Sep 2005 09:12:07 -0400 Subject: [rt-users] Error Messages for two Perl Scripts Message-ID: <9C63A4713C4E3342B90428CE44806A73EC37D5@PHSXMB5.partners.org> Hi there -- I am trying to implement the RT-Escalate and RT-Remind perl scripts to our RT 3.4.4 installation. I have downloaded the files into the directory /usr/local/rt/lib/RT. I modified the file permissions to be 755 and also changed the user and group ownership to reflect that of the other files in the directory which are root:bin. I also modified the scripts themselves to reflect the location of perl, and also where I believe the rt libraries are located. When I tried to manually run the scripts as root, I got the following error messages: ./rt-escalate.pm Can't locate /usr/local/rt/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/rt/lib /usr/lib/perl5/5.8.6/i586-linux-thread-multi /usr/lib/perl5/5.8.6 /usr/lib/perl5/site_perl/5.8.6/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl .) at /usr/local/rt/lib/RT.pm line 131. ./rt-remind.pm Can't locate /usr/local/rt/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/rt/lib /usr/lib/perl5/5.8.6/i586-linux-thread-multi /usr/lib/perl5/5.8.6 /usr/lib/perl5/site_perl/5.8.6/i586-linux-thread-multi /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl .) at /usr/local/rt/lib/RT.pm line 131. Can someone explain what the above message(s) means, and how do I correct the problem? Thanks. From anner at blast.com Fri Sep 23 09:55:49 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 23 Sep 2005 09:55:49 -0400 Subject: [rt-users] quick search columns Message-ID: <43340965.5090207@blast.com> I can't seem to find where to change which columns display when you click on a queue in the quicksearch. -- Anne From Bruce.Rudd at datadirect.com Fri Sep 23 09:56:57 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Fri, 23 Sep 2005 09:56:57 -0400 Subject: [rt-users] Backing up the system Message-ID: Thanks, That will help be back up the data but I guess what I mean to say is that I also need a way to back up the binaries. I am not sure where all the pieces may be hiding that I need to back up. Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Camron W. Fox Sent: Thursday, September 22, 2005 7:22 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Backing up the system Bruce Rudd wrote: > I have RT3 and MySQL installed on RHEL 4 and this is all I use this > server for. Does anyone have any guidelines on what I need to be > backing up to prevent losing my data if there is a crash? > > > Bruce, We have RT3.4.4, MySQL Ver 4.1.9 on RHEL3U5. We use: /usr/bin/mysqldump --add-drop-table --single-transaction --quick $DB >> $FILENAME for our nightly backups. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at us.fujitsu.com Phone: (808) 934-4102 Cell: (808) 937-5026 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 anner at blast.com Fri Sep 23 10:00:29 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 23 Sep 2005 10:00:29 -0400 Subject: [rt-users] quick search columns In-Reply-To: <43340965.5090207@blast.com> References: <43340965.5090207@blast.com> Message-ID: <43340A7D.9020206@blast.com> nevermind, I didn't do a good enough search of the archives first, sorry. Anne Ramey wrote: > I can't seem to find where to change which columns display when you > click on a queue in the quicksearch. From Tim.Mahoney at magicorp.com Fri Sep 23 10:02:59 2005 From: Tim.Mahoney at magicorp.com (Mahoney, Tim) Date: Fri, 23 Sep 2005 09:02:59 -0500 Subject: [rt-users] Backing up the system Message-ID: My guess would be in the /Opt/rt3 directory. But wouldn't it be simpler to keep a copy of the installation sources? If your system dies, you're going to have to reinstall the OS anyway. Just remember to keep the install sources for any add-ins you have as well. Once you reinstall and get the data directories reloaded, RT should go back to working just fine. At least that's been my experience in my disaster recovery testing. Thanks Tim Mahoney Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18 -----Original Message----- From: Bruce Rudd [mailto:Bruce.Rudd at datadirect.com] Sent: Friday, September 23, 2005 8:57 AM To: cwfox at us.fujitsu.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Backing up the system Thanks, That will help be back up the data but I guess what I mean to say is that I also need a way to back up the binaries. I am not sure where all the pieces may be hiding that I need to back up. Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Camron W. Fox Sent: Thursday, September 22, 2005 7:22 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Backing up the system Bruce Rudd wrote: > I have RT3 and MySQL installed on RHEL 4 and this is all I use this > server for. Does anyone have any guidelines on what I need to be > backing up to prevent losing my data if there is a crash? > > > Bruce, We have RT3.4.4, MySQL Ver 4.1.9 on RHEL3U5. We use: /usr/bin/mysqldump --add-drop-table --single-transaction --quick $DB >> $FILENAME for our nightly backups. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at us.fujitsu.com Phone: (808) 934-4102 Cell: (808) 937-5026 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Bruce.Rudd at datadirect.com Fri Sep 23 10:05:59 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Fri, 23 Sep 2005 10:05:59 -0400 Subject: [rt-users] Backing up the system Message-ID: Tim, That is one option. But I would loose an customization I had and the installation did not go without it's problems the first time. I was not sure if everything resided under /opt/rt3/ Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Mahoney, Tim Sent: Friday, September 23, 2005 10:03 AM To: rt-users at lists.bestpractical.com Subject: RE: [rt-users] Backing up the system My guess would be in the /Opt/rt3 directory. But wouldn't it be simpler to keep a copy of the installation sources? If your system dies, you're going to have to reinstall the OS anyway. Just remember to keep the install sources for any add-ins you have as well. Once you reinstall and get the data directories reloaded, RT should go back to working just fine. At least that's been my experience in my disaster recovery testing. Thanks Tim Mahoney Win Svr 2003 / RT 3.0.12 / Apache 1.33 / Perl 5.8.6 / MySQL 4.1.18 -----Original Message----- From: Bruce Rudd [mailto:Bruce.Rudd at datadirect.com] Sent: Friday, September 23, 2005 8:57 AM To: cwfox at us.fujitsu.com; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Backing up the system Thanks, That will help be back up the data but I guess what I mean to say is that I also need a way to back up the binaries. I am not sure where all the pieces may be hiding that I need to back up. Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Camron W. Fox Sent: Thursday, September 22, 2005 7:22 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Backing up the system Bruce Rudd wrote: > I have RT3 and MySQL installed on RHEL 4 and this is all I use this > server for. Does anyone have any guidelines on what I need to be > backing up to prevent losing my data if there is a crash? > > > Bruce, We have RT3.4.4, MySQL Ver 4.1.9 on RHEL3U5. We use: /usr/bin/mysqldump --add-drop-table --single-transaction --quick $DB >> $FILENAME for our nightly backups. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at us.fujitsu.com Phone: (808) 934-4102 Cell: (808) 937-5026 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 rvongleich at gmail.com Fri Sep 23 10:13:30 2005 From: rvongleich at gmail.com (Ryan von Gleich) Date: Fri, 23 Sep 2005 10:13:30 -0400 Subject: FW: [rt-users] (busy) function call causes browser timeout In-Reply-To: References: Message-ID: I thought I had my head around this but, I do not...I am calling clone( ) in rt/lib/RT/Ticket_Overlay.pm from the <%INIT> mason block in Display.html. Is clone( ) where I put a callback to the browser? To reiterate, the clone( ) in the.pm file has the loop that currently has to complete before the server responds to the browser request. Thank you for your help! Ryan On 9/23/05, Ryan von Gleich wrote: > > > > -----Original Message----- > From: Todd Chapman [mailto:todd at chaka.net] > Sent: Thursday, September 22, 2005 3:25 PM > To: Ryan von Gleich > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] (busy) function call causes browser timeout > > On Thu, Sep 22, 2005 at 03:25:58PM -0400, Ryan von Gleich wrote: > > There are times where 100 or more tickets will have to be created, I > > have a feeling I can never make it that fast. I research how to spit > > Mason output and flushing the buffer, sounds like the right direction. > > Thank you. > > > > Ryan > > Here's part of the answer: $m->flush_buffer(); > -------------- next part -------------- An HTML attachment was scrubbed... URL: From todd at chaka.net Fri Sep 23 10:02:00 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 23 Sep 2005 10:02:00 -0400 Subject: FW: [rt-users] (busy) function call causes browser timeout In-Reply-To: References: Message-ID: <20050923140200.GL4670@chaka.net> On Fri, Sep 23, 2005 at 10:13:30AM -0400, Ryan von Gleich wrote: > I thought I had my head around this but, I do not...I am calling clone( ) in > rt/lib/RT/Ticket_Overlay.pm from the <%INIT> mason block in Display.html. Is > clone( ) where I put a callback to the browser? To reiterate, the clone( ) > in the.pm file has the loop that currently has to complete > before the server responds to the browser request. > > Thank you for your help! > > Ryan I assume that your init block has a loop that calls clone the number of necessary times. If that is not so, you need to refactor clone so that you can call it once for each needed clone. As long as each individual call to clone is less time than the browser timeout you will be able to send output to the browser (from the init block) to keep it happy. You can't send output from the pm file to the browser. Well, you could, but then your backend API would not be separated from your interface. -Todd From rvongleich at gmail.com Fri Sep 23 10:57:29 2005 From: rvongleich at gmail.com (Ryan von Gleich) Date: Fri, 23 Sep 2005 10:57:29 -0400 Subject: [rt-users] Backing up the system In-Reply-To: References: Message-ID: We use the script below, I believe that all the binaries should be in two locations, the base files path and then your 'local' customizations path. #!/bin/bash # # backupRT.sh # # Runs a file level backup of the contents of the following # directories: # # /usr/local/share/request-tracker3.4 # /usr/share/request-tracker3.4 # # Into a file named rtappbak-{date}.tar.gz # # Last Revision: August 11, 2005 # curday=`date +"%Y%m%d%H%M%S"` prefn="rtappbak-" fullfn=$prefn$curday.tgz rtbakCHANGES_FILE=/root/tmp/rtbakfiles # You can change this to another directory for the tmp files. # I don't like to dump in /tmp fullFILENAME=`pwd`$fullfn # do the backup tar cvzf $fullfn /usr/local/share/request-tracker3.4/usr/share/request-tracker$ #get the file list and send to $rtbakCHANGES_FILE tar tvzf $fullfn > $rtbakCHANGES_FILE On 9/23/05, Bruce Rudd wrote: > > Thanks, > > That will help be back up the data but I guess what I mean to say is > that I also need a way to back up the binaries. I am not sure where all > the pieces may be hiding that I need to back up. > > Regards, > Bruce Rudd > Solutions Engineer > DataDirect Technologies > www.DataDirect.com > > Check and log cases on the web with SupportLink Online > Interact with Peers and exchange information with our Developer's Forums > You may reach a SupportLink Engineer at (888) 332-6797 > > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Camron W. > Fox > Sent: Thursday, September 22, 2005 7:22 PM > To: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Backing up the system > > Bruce Rudd wrote: > > I have RT3 and MySQL installed on RHEL 4 and this is all I use this > > server for. Does anyone have any guidelines on what I need to be > > backing up to prevent losing my data if there is a crash? > > > > > > > > Bruce, > > We have RT3.4.4, MySQL Ver 4.1.9 on RHEL3U5. We use: > > /usr/bin/mysqldump --add-drop-table --single-transaction --quick $DB >> > $FILENAME > > for our nightly backups. > > Best Regards, > Camron > > Camron W. Fox > Hilo Office > High Performance Computing Group > Fujitsu America, INC. > E-mail: cwfox at us.fujitsu.com > Phone: (808) 934-4102 > Cell: (808) 937-5026 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -------------- next part -------------- An HTML attachment was scrubbed... URL: From dmbeethe at fedex.com Fri Sep 23 11:13:44 2005 From: dmbeethe at fedex.com (Don Beethe) Date: Fri, 23 Sep 2005 10:13:44 -0500 Subject: [rt-users] Ldap implementation Message-ID: Got RT up and running and then decided to try implementing our corporate ldap into it... Seems I must have something configured wrong. I added to the RT_SiteConfig.pm: $LDAPExternalAuth = 1; $LdapServer=""; $LdapUser=""; $LdapPass=""; $LdapBase="o=fedex,c=us"; $LdapUidAttr="uid"; $LdapFilter="(objectclass=*)"; Once I did that, I began erroring out with: error: could not find component for path '/l' context: ... 92: % } 93:
94: <&|/l, "".$session{'CurrentUser'}->Name."" &>Logged in as [_1] 95: % } else { 96: <&|/l&>Not logged in. 97: % } 98:
... code stack: /opt/rt3/share/html/Elements/Header:96 /opt/rt3/share/html/Elements/Login:57 /opt/rt3/share/html/autohandler:221 I took that out and it is still erroring with this... Any ideas would be greatly appreciated. From tmaciak at ci.grand-rapids.mi.us Fri Sep 23 11:37:27 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Fri, 23 Sep 2005 11:37:27 -0400 Subject: [rt-users] Cc and bcc not working (admin cc seems to work) Message-ID: <"H0000c1a006abed1.1127489839.frozone.grand-rapids.mi.us*"@MHS> RT doesn?t seem to be sending copies of mail to CC and BCC recipients. Anybody have any ideas on why this might be? Is it a configuration issue? (I looked at RT_SiteConfig but couldn?t find anyhting), A scrip issue? Or more of a bug in rt v3.4.2 ?? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 From rmreis at cpqd.com.br Fri Sep 23 14:18:54 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Fri, 23 Sep 2005 15:18:54 -0300 Subject: [rt-users] Describe Field in a Query Result Page Message-ID: Hello All, I need to know if it's possible to show up the first record of a ticket history (describe field on ticket creation) in a query result (using Query Builder Page). Thanks in advance. 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 tmaciak at ci.grand-rapids.mi.us Fri Sep 23 14:26:27 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Fri, 23 Sep 2005 14:26:27 -0400 Subject: [rt-users] Cc and bcc not working (admin cc seems to work) Message-ID: <"H0000c1a006ae705.1127499986.frozone.grand-rapids.mi.us*"@MHS> The problem has been resolved. 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: Friday, September 23, 2005 11:37 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] Cc and bcc not working (admin cc seems to work) RT doesn?t seem to be sending copies of mail to CC and BCC recipients. Anybody have any ideas on why this might be? Is it a configuration issue? (I looked at RT_SiteConfig but couldn?t find anyhting), A scrip issue? Or more of a bug in rt v3.4.2 ?? T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Sep 23 15:08:19 2005 From: les at futuresource.com (Les Mikesell) Date: Fri, 23 Sep 2005 14:08:19 -0500 Subject: [rt-users] Backing up the system In-Reply-To: References: Message-ID: <1127502498.14350.5.camel@moola.futuresource.com> On Fri, 2005-09-23 at 09:05, Bruce Rudd wrote: > That is one option. But I would loose an customization I had and the > installation did not go without it's problems the first time. I was not > sure if everything resided under /opt/rt3/ You'd have to install all the needed perl modules again and fix your httpd.conf besides having the database and things under /opt/rt3. I like to have backuppc (http://backuppc.sourceforge.net/) running on another machine making nightly copies of everything because it is painless and it's really easy to grab a few files back through the web interface. It is also possible to get full tar images back and thus do a full restore, although that isn't completely automated. -- Les Mikesell les at futuresource.com From Bruce.Rudd at datadirect.com Fri Sep 23 15:10:01 2005 From: Bruce.Rudd at datadirect.com (Bruce Rudd) Date: Fri, 23 Sep 2005 15:10:01 -0400 Subject: [rt-users] Backing up the system Message-ID: Les, That is what I am looking at doing. Well, having IT do for me anyway. I am just not sure what all the location are for all of the pieces I need to backup. Regards, Bruce Rudd Solutions Engineer DataDirect Technologies www.DataDirect.com Check and log cases on the web with SupportLink Online Interact with Peers and exchange information with our Developer's Forums You may reach a SupportLink Engineer at (888) 332-6797 -----Original Message----- From: Les Mikesell [mailto:les at futuresource.com] Sent: Friday, September 23, 2005 3:08 PM To: Bruce Rudd Cc: Mahoney, Tim; rt-users at lists.bestpractical.com Subject: RE: [rt-users] Backing up the system On Fri, 2005-09-23 at 09:05, Bruce Rudd wrote: > That is one option. But I would loose an customization I had and the > installation did not go without it's problems the first time. I was not > sure if everything resided under /opt/rt3/ You'd have to install all the needed perl modules again and fix your httpd.conf besides having the database and things under /opt/rt3. I like to have backuppc (http://backuppc.sourceforge.net/) running on another machine making nightly copies of everything because it is painless and it's really easy to grab a few files back through the web interface. It is also possible to get full tar images back and thus do a full restore, although that isn't completely automated. -- Les Mikesell les at futuresource.com From john at atypica.com Fri Sep 23 15:53:22 2005 From: john at atypica.com (John Kelley) Date: Fri, 23 Sep 2005 15:53:22 -0400 Subject: [rt-users] Apache DSO compile issue... Message-ID: <6.2.1.2.2.20050923155156.026b8700@172.31.22.210> I'm installing RT for the first time. As part of that effort, I've compiled in mod_perl and loaded a bunch of Perl modules onto the machine. I've reach an impasse when after compiling in mod_perl, I get following error when performing an apache configtest: Odd number of elements in hash assignment at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm line 152. [Fri Sep 23 08:24:55 2005] [error] unknown field \n passed to constructor for class HTML::Mason::ExceptionCompilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation failed in require at (eval 7) line 1.\n Syntax error on line 2396 of /usr/local/apache/conf/httpd.conf: unknown field passed to constructor for class HTML::Mason::ExceptionCompilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 146. Compilation failed in require at (eval 7) line 1. I verified I am compiling mod_perl with EVERYTHING=1 System is RH Linux Enterprise 2.1 apache 1.3.33. Everything else is the latest available release except for some mysql related material which the installed required an earlier than current release of. Pointers appreciated! John From Jerry at Cockatoos.com Fri Sep 23 16:03:59 2005 From: Jerry at Cockatoos.com (Jerry) Date: Fri, 23 Sep 2005 13:03:59 -0700 Subject: [rt-users] Virtual RT Message-ID: <20050923200247.RMQW7917.priv-edtnes40.telusplanet.net@thailand> Hi, Is it possible to configure RT in such a way that one installation can be virtual for many domains, such as you might do for an ISP, with separate administrators and users for each domain? Alternatively, could it be configured that you could have separate administrators and users for hundreds or groups at one domain? Would these be queues? If so, can they be managed with conditional code, or does each one have to be setup at the mail server and/or other areas? Many thanks, Jerry -------------- next part -------------- An HTML attachment was scrubbed... URL: From anner at blast.com Fri Sep 23 16:52:47 2005 From: anner at blast.com (Anne Ramey) Date: Fri, 23 Sep 2005 16:52:47 -0400 Subject: [rt-users] Time being displayed Message-ID: <43346B1F.9000603@blast.com> The time being displayed on the ticket's screen (for due date, etc), is GMT. It correctly converts my time submitted from EST/EDT as indicated in my config file, but shouldn't it also display on the screen in EST/EDT? Is there a simple way to do this? Anne From les at futuresource.com Fri Sep 23 17:03:13 2005 From: les at futuresource.com (Les Mikesell) Date: Fri, 23 Sep 2005 16:03:13 -0500 Subject: [rt-users] Backing up the system In-Reply-To: References: Message-ID: <1127509393.14350.38.camel@moola.futuresource.com> On Fri, 2005-09-23 at 14:10, Bruce Rudd wrote: > That is what I am looking at doing. Well, having IT do for me anyway. > I am just not sure what all the location are for all of the pieces I > need to backup. The perl modules install into your system perl location and as some recent messages here have shown, different versions don't always work so you might not be able to grab fresh copies from CPAN. If you plan to rebuild from scratch on similar hardware, someone should work out how to do a bare metal recovery from the tar images. There is just some grunge work involved making the partitions and filesystems and making it bootable after the restore that will depend on your OS version and disk layout. If you plan to rebuild an updated version instead you would just need your database and your RT_SiteConfig.pm (and probably a lot more time). Somewhere in between would be keeping copies of all the CPAN modules and your current version of RT so you could re-install into any reasonably similar OS. -- Les Mikesell les at futuresource.com From todd at chaka.net Fri Sep 23 16:40:21 2005 From: todd at chaka.net (Todd Chapman) Date: Fri, 23 Sep 2005 16:40:21 -0400 Subject: [rt-users] Virtual RT In-Reply-To: <20050923200247.RMQW7917.priv-edtnes40.telusplanet.net@thailand> References: <20050923200247.RMQW7917.priv-edtnes40.telusplanet.net@thailand> Message-ID: <20050923204021.GM4670@chaka.net> On Fri, Sep 23, 2005 at 01:03:59PM -0700, Jerry wrote: > Hi, > > > > Is it possible to configure RT in such a way that one installation can be > virtual for many domains, such as you might do for an ISP, with separate > administrators and users for each domain? > > > > Alternatively, could it be configured that you could have separate > administrators and users for hundreds or groups at one domain? Would these > be queues? If so, can they be managed with conditional code, or does each > one have to be setup at the mail server and/or other areas? > > > > Many thanks, Jerry You could use one source install with many databases and FastCGI. -Todd From abilashpraveen82 at hotmail.com Sat Sep 24 02:28:03 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Sat, 24 Sep 2005 11:58:03 +0530 Subject: [rt-users] html emails in RT References: Message-ID: Appologies for my stupid email. I find it as an attachment on the ticket. Thanks, Abilash Praveen ----- Original Message ----- From: Abilash Praveen M To: rt-users at lists.bestpractical.com Sent: Friday, September 23, 2005 4:00 PM Subject: [rt-users] html emails in RT Hi, I'm not sure if you have any links to explain this. But I find that RT accepts only text based emails. Some of our customers wants to send us html mails, with different font size, colours, etc. Is there a way in RT to accept html emails? Right now I have asked our customers to send any html email as a word attachment. Not a big issue.. but a slight pain. But I don't see this as a disadvantage since RT has a lot of other features which are very very good. A big thanks to RT! Good day. Abilash Praveen ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 dkettmann at netlogic.net Sat Sep 24 10:36:11 2005 From: dkettmann at netlogic.net (Dave Kettmann) Date: Sat, 24 Sep 2005 09:36:11 -0500 Subject: [rt-users] Time being displayed Message-ID: > -----Original Message----- > From: Anne Ramey [mailto:anner at blast.com] > Sent: Friday, September 23, 2005 3:53 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Time being displayed > > > The time being displayed on the ticket's screen (for due > date, etc), is > GMT. It correctly converts my time submitted from EST/EDT as > indicated > in my config file, but shouldn't it also display on the screen in > EST/EDT? Is there a simple way to do this? Check in your RT_SiteConfig.pm for the line beginning Set($Timezone, > > Anne > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 victor at ambra.ro Sat Sep 24 15:55:54 2005 From: victor at ambra.ro (Sterpu Victor) Date: Sat, 24 Sep 2005 22:55:54 +0300 Subject: [rt-users] rt 3.4.4 - Can't locate RT/.pm Message-ID: <4335AF4A.60108@ambra.ro> 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. From ruslan.zakirov at gmail.com Sat Sep 24 16:41:29 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Sun, 25 Sep 2005 00:41:29 +0400 Subject: [rt-users] Cc and bcc not working (admin cc seems to work) In-Reply-To: References: Message-ID: <589c94400509241341515bb46d@mail.gmail.com> On 9/23/05, tmaciak at ci.grand-rapids.mi.us wrote: > The problem has been resolved. Please, describe a little how you resolved your problem. It can be helpful for other users. > > > 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: Friday, September 23, 2005 11:37 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Cc and bcc not working (admin cc seems to work) > > RT doesn't seem to be sending copies of mail to CC and BCC recipients. > Anybody have any ideas on why this might be? > > Is it a configuration issue? (I looked at RT_SiteConfig but couldn't find anyhting), A scrip issue? Or more of a bug in rt v3.4.2 ?? > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 l.gautrot at free.fr Sun Sep 25 04:14:23 2005 From: l.gautrot at free.fr (Laurent GAUTROT) Date: Sun, 25 Sep 2005 10:14:23 +0200 Subject: [rt-users] Virtual RT Message-ID: <200509251014.23746.l.gautrot@free.fr> > Jerry wrote : > Is it possible to configure RT in such a way that one installation can > be virtual for many domains, such as you might do for an ISP, with > separate administrators and users for each domain? In fact, yes, it is. Maybe you should give this page a read : http://wiki.bestpractical.com/index.cgi?MultipleInstances > Alternatively, could it be configured that you could have separate > administrators and users for hundreds or groups at one domain? Would > these be queues? If so, can they be managed with conditional code, or > does each one have to be setup at the mail server and/or other areas? With FastCGI you can have separate environments, so you can setup variables. By this mean, each RT site can have its own customisations. The databases are independant. Notice that if you use MySQL you should take care of the naming of the databases. ? - ? in database names will lead rt-setup-database to fail (only for MySQL). From CKugelman at ittesi.com Sun Sep 25 23:09:34 2005 From: CKugelman at ittesi.com (Charles Kugelman at HQ) Date: Sun, 25 Sep 2005 22:09:34 -0500 Subject: [rt-users] LDAP Auth and 'EmailAddress' Message-ID: <9A460198EE9EF443B40183EF14B24BB301A3DC9A@999datdsr009.ittesi.com> Hello, We are trying to set up our RT server to authenticate against our LDAP server. There has been some success getting this to happen, however there is one (maybe small) problem. Users fail to log on when the following line is uncommented (in RT_SiteConfig.pm): 'EmailAddress' => 'mail', If we comment the line out, the logon process works flawlessly. However, we really need this function to work. Without the line, RT doesn't auto fill the email address field with the data from the LDAP server. Here are the details: RT error log: [Mon Sep 26 02:44:40 2005] [debug]: LookupExternalUserInfo: Name (uid) search filter '(&(mail=user at domain.com)(objectclass=*))' (/opt/rt/local/lib/RT/EmailParser_Local.pm:85) [Mon Sep 26 02:44:40 2005] [debug]: LookupExternalUserInfo: Name (uid) search produced 1 results (/opt/rt/local/lib/RT/EmailParser_Local.pm:90) [Mon Sep 26 02:44:40 2005] [debug]: LookupExternalUserInfo: No email search (/opt/rt/local/lib/RT/EmailParser_Local.pm:117) [Mon Sep 26 02:44:40 2005] [debug]: LookupExternalUserInfo: No realname (cn) search (/opt/rt/local/lib/RT/EmailParser_Local.pm:140) [Mon Sep 26 02:44:40 2005] [error]: FAILED LOGIN for user at ourdomain.com from 192.168.1.100 (/opt/rt/local/html/autohandler:144) Apache error log: [Mon Sep 26 02:44:40 2005] [error]: FAILED LOGIN for user at ourdomain.com from 192.168.1.100 (/opt/rt/local/html/autohandler:144) RT_SiteConfig.pm: Set($HomeRefreshPeriod, "300"); Set($TicketsRefreshPeriod, "300"); @AuthOrder = ("LDAP", "SMB", "Web", "Internal"); $LDAPExternalAuto = 1; $LDAPDeferToInternalAuth = undef; $LdapServer="ldap.ourdomain.com"; $LdapCert= ""; $LdapCertDir= ""; $LdapUser="uid=bindaccount,ou=whatever,dc=whatever,dc=ourdomain,dc=com"; $LdapPass="bindaccountpass"; $LdapBase="ou=whatever,dc=whatever,dc=ourdomain,dc=com"; $LdapUidAttr="mail"; $LdapFilter="(objectclass=*)"; $LdapMap = { 'Name' => $RT::LdapUidAttr, 'EmailAddress' => 'mail', 'RealName' => 'cn', }; Other details: OS: SuSE Linux 9.3 DB: Oracle 9iR2 RT: 3.2.3 RT>LDAP auth package: LDAPSMB1.2_RT3.tar.gz from http://www.mosemann.com/software/LDAPSMB1.2_RT3.tar.gz We have tried the older LDAP auth package (from the contrib section), but even more issues exist with that package. Any help would be greatly appreciated. Thanks in advance. Charles Kugelman Network Administrator ITT Educational Services, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From konrad.baginski at kb.se Mon Sep 26 02:03:06 2005 From: konrad.baginski at kb.se (Konrad Baginski) Date: Mon, 26 Sep 2005 08:03:06 +0200 Subject: [rt-users] problem installing RT 3.4.4 on suse 9.3 In-Reply-To: <43328AE8.3080008@lboro.ac.uk> References: <433262A9.7050306@kb.se> <43328AE8.3080008@lboro.ac.uk> Message-ID: <43378F1A.9000002@kb.se> Stewart Tranter wrote: > Konrad Baginski wrote: > >> Hi. >> For the last days we have been trying to install RT 3.4.4 on a Suse >> 9.3 machine. >> make testdeps reports that nothing is missing. >> >> the Apache config file contains: > > > >> #------- >> LoadModule perl_module modules/mod_perl.so >> LoadModule rewrite_module modules/mod_rewrite.so >> >> when i try to start apache the following is logged in the error_log >> [Thu Sep 22 09:49:18 2005] [error] Can't locate mod_perl2.pm in @INC >> (@INC contains: /opt/rt3/local/lib /opt/rt3/lib >> /usr/lib/perl5/5.8.6/i586-linux-thread-multi /usr/lib/perl5/5.8.6 >> /usr/lib/perl5/site_perl/5.8.6/i586-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.6 /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.6/i586-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.6 /usr/lib/perl5/vendor_perl . >> /srv/www) at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line >> 23.\nBEGIN failed--compilation aborted at >> /usr/lib/perl5/site_perl/5.8.6/HTML/Mason/ApacheHandler.pm line >> 41.\nCompilation failed in require at >> /opt/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation >> failed in require at (eval 2) line 1.\n >> [Thu Sep 22 09:49:18 2005] [error] Can't load Perl file: >> /opt/rt3/bin/webmux.pl for server XX.kb.se:0, exiting... >> >> >> what do we need to do to get apache load webmux.pl? >> thanks in advance >> /konrad >> > > According to that error message, mod_perl2 isn't installed. What > version of Apache and mod_perl are you running? > > Stewart Sorry for the reposting, i still need some help with the mod_perl2 installation. Apache2 is installed from suse 9.3 rpm-packages, the version is apache2-2.0.53-9.5. mod_perl2 is 2.0.1 according to the cpan intaller which i used to install mod_perl2. maybe mod_perl2 ended up being installed in the wrong place? how can i find out the correct path for the installation directories to apache2 and mod_perl2? From abilashpraveen82 at hotmail.com Mon Sep 26 04:19:08 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Mon, 26 Sep 2005 13:49:08 +0530 Subject: [rt-users] email attachments Message-ID: Hi, My site config is here.. # For mysql and oracle, we set this size at 10 megabytes. # If you're running a postgres version earlier than 7.1, you will need # to drop this to 8192. (8k) Set($MaxAttachmentSize , 10000000); # $TruncateLongAttachments: if this is set to a non-undef value, # RT will truncate attachments longer than MaxAttachmentSize. Set($TruncateLongAttachments , undef); # $DropLongAttachments: if this is set to a non-undef value, # RT will silently drop attachments longer than MaxAttachmentSize. Set($DropLongAttachments , undef); It looks like any attachment more than 1MB emailed to create ticket doesn't get through. I have few questions. 1) How do I set RT up so that it creates tickets even if the attachment is more than 1 MB? 2) How can I increase the attachment size to mroe than 1 MB? 3) How do I tell the client if the attachment has been refused because of the size? I think that is all for now. Thanks in advance. Kind regarrds, Abilash Praveen M -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Mon Sep 26 10:01:06 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 26 Sep 2005 18:01:06 +0400 Subject: [rt-users] email attachments In-Reply-To: References: Message-ID: <589c94400509260701246694f0@mail.gmail.com> On 9/26/05, Abilash Praveen M wrote: > > Hi, > > My site config is here.. > > # For mysql and oracle, we set this size at 10 megabytes. > # If you're running a postgres version earlier than 7.1, you will need > # to drop this to 8192. (8k) > > Set($MaxAttachmentSize , 10000000); > > # $TruncateLongAttachments: if this is set to a non-undef value, > # RT will truncate attachments longer than MaxAttachmentSize. > > Set($TruncateLongAttachments , undef); > > # $DropLongAttachments: if this is set to a non-undef value, > # RT will silently drop attachments longer than MaxAttachmentSize. > > Set($DropLongAttachments , undef); > > It looks like any attachment more than 1MB emailed to create ticket doesn't > get through. I have few questions. > > 1) How do I set RT up so that it creates tickets even if the attachment is > more than 1 MB? > 2) How can I increase the attachment size to mroe than 1 MB? > 3) How do I tell the client if the attachment has been refused because of > the size? > > I think that is all for now. http://wiki.bestpractical.com/?FAQ > > Thanks in advance. > > Kind regarrds, > Abilash Praveen M > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Martin.Moehrle at saf-ag.com Mon Sep 26 09:57:33 2005 From: Martin.Moehrle at saf-ag.com (=?iso-8859-1?Q?=22M=F6hrle=2C_Martin=22?=) Date: Mon, 26 Sep 2005 15:57:33 +0200 Subject: [rt-users] size of textareas for freetext or wiki CF Message-ID: Hello, we are working with RT 3.4.1 on debian with mySQL. What can I do to enlarge the width/num cols for freetext or wikitext custom fields? I guess there is a html template to be cutomized, but I don?t have a clou where. I found the template 'html/Elements/MessageBox' with the following entry: "$Width => $RT::MessageBoxWidth || 72 $Height => $RT::MessageBoxHeight || 15 $Wrap => $RT::MessageBoxWrap || 'HARD'" but nothing happens (well: nothing I see) when I change the number 72 and again I dont have an idea where this 'MessageBoxWidth' is found. Every hint is very welcom! thanks a lot martin -------------- next part -------------- An HTML attachment was scrubbed... URL: From abilashpraveen82 at hotmail.com Mon Sep 26 10:08:58 2005 From: abilashpraveen82 at hotmail.com (Abilash Praveen M) Date: Mon, 26 Sep 2005 19:38:58 +0530 Subject: [rt-users] email attachments References: <589c94400509260701246694f0@mail.gmail.com> Message-ID: thanks, it's fixed now. Q: Attachments greater then xxx dropped silently. Where is the problem? A: a.. RT's Config option MaxAttachmentSize. b.. Are you using MySQL? Make sure the max_packet_size in /etc/my.cnf is set to needed value. Note: for mysqld < 4.0.2 syntax is "set-variable = max_allowed_packet=16M" under [mysqld]. for mysqld > 4.0.2 syntax is "max_allowed_packet=16M" under [mysqld]. please refer to http://dev.mysql.com/doc/mysql/en/Program_variables.html ----- Original Message ----- From: "Ruslan Zakirov" To: "Abilash Praveen M" Cc: Sent: Monday, September 26, 2005 7:31 PM Subject: Re: [rt-users] email attachments On 9/26/05, Abilash Praveen M wrote: > > Hi, > > My site config is here.. > > # For mysql and oracle, we set this size at 10 megabytes. > # If you're running a postgres version earlier than 7.1, you will need > # to drop this to 8192. (8k) > > Set($MaxAttachmentSize , 10000000); > > # $TruncateLongAttachments: if this is set to a non-undef value, > # RT will truncate attachments longer than MaxAttachmentSize. > > Set($TruncateLongAttachments , undef); > > # $DropLongAttachments: if this is set to a non-undef value, > # RT will silently drop attachments longer than MaxAttachmentSize. > > Set($DropLongAttachments , undef); > > It looks like any attachment more than 1MB emailed to create ticket > doesn't > get through. I have few questions. > > 1) How do I set RT up so that it creates tickets even if the attachment is > more than 1 MB? > 2) How can I increase the attachment size to mroe than 1 MB? > 3) How do I tell the client if the attachment has been refused because of > the size? > > I think that is all for now. http://wiki.bestpractical.com/?FAQ > > Thanks in advance. > > Kind regarrds, > Abilash Praveen M > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 cartera at lei.net.au Mon Sep 26 10:13:41 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 27 Sep 2005 00:13:41 +1000 Subject: [rt-users] Virtual RT In-Reply-To: <200509251014.23746.l.gautrot@free.fr> References: <200509251014.23746.l.gautrot@free.fr> Message-ID: <43380215.20906@lei.net.au> I just wanted to add something regarding my interpretations here. Yes, you can run Multiple Instances, *BUT*, and this is a *BIIIIIGGGGGG* but... Its *NOT* Virtual. Virtual infers you can run a common and SINGLE backend (ala say Apache) yet had numerous complete and independant configurations that all interact with that same common backend (just like tags inside that Apache config). Now, configuring FastCGI and setting lots of instances with slightly different RT_SiteConfigs etc is *not* a 'Virtual' solution, becuase the Database backend is common, and thus, the Queues, Users (Privelged, and worse Unprivliged) and Customer Fields etc etc are common. I have a classic scenario where I have techs working two completly seperately branded ISPs. This results in two completly seperate installs of RT due to the differing requirements for Signatures/Priorities/Templates . There is no way to maintain a common single database backend yet maintain seperate versions of these/ Can you imagine having to setup complete independant versions of Apache for each Virtual Server??? Thats the difference between 'multiple' and 'virtual'. Just my experience with RT. I ended up discussing this with Jesse at length, and it would in fact cost money (in the order of $1000's) to have such a system to support multiple signatures and multiple queues and privleges within one database instance (which it must do to be considered 'virtual'). Cheers Adrian Laurent GAUTROT wrote: >>Jerry wrote : >>Is it possible to configure RT in such a way that one installation can >>be virtual for many domains, such as you might do for an ISP, with >>separate administrators and users for each domain? >> >> > >In fact, yes, it is. > >Maybe you should give this page a read : > >http://wiki.bestpractical.com/index.cgi?MultipleInstances > > > >>Alternatively, could it be configured that you could have separate >>administrators and users for hundreds or groups at one domain? Would >>these be queues? If so, can they be managed with conditional code, or >>does each one have to be setup at the mail server and/or other areas? >> >> > >With FastCGI you can have separate environments, so you can setup variables. > >By this mean, each RT site can have its own customisations. > >The databases are independant. Notice that if you use MySQL you should take >care of the naming of the databases. ? - ? in database names will lead >rt-setup-database to fail (only for MySQL). >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From cartera at lei.net.au Mon Sep 26 10:19:50 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 27 Sep 2005 00:19:50 +1000 Subject: [rt-users] Virtual RT In-Reply-To: <43380215.20906@lei.net.au> References: <200509251014.23746.l.gautrot@free.fr> <43380215.20906@lei.net.au> Message-ID: <43380386.5020605@lei.net.au> I just thought it prudent to add, I have no problem that such extensions cost money.. None at all.. I was just pointing out its not even something on the 'free' horizons.... Im currently pestering the 'powers that are' to fork out the cash to achieve exactly what we want :))) Maybe that would change if lots of people where to show cause to need it, but so far, I think mine was one of the first times Jesse had had a request for something truly 'virtual' that most people can't just solve using Multiple Instances (I have an issue where I want to easily slide tickets between ISPs as well as having a global RTFM and search functions.... something that you can kind of work around using Subject regex's but that doesn't solve teh RTFM and Search issues.. which only a common database would solve....) Adrian Carter wrote: > I just wanted to add something regarding my interpretations here. > Yes, you can run Multiple Instances, *BUT*, and this is a > *BIIIIIGGGGGG* but... Its *NOT* Virtual. > > Virtual infers you can run a common and SINGLE backend (ala say > Apache) yet had numerous complete and independant configurations that > all interact with that same common backend (just like tags > inside that Apache config). > > Now, configuring FastCGI and setting lots of instances with > slightly different RT_SiteConfigs etc is *not* a 'Virtual' solution, > becuase the Database backend is common, and thus, the Queues, Users > (Privelged, and worse Unprivliged) and Customer Fields etc etc are common. > > I have a classic scenario where I have techs working two completly > seperately branded ISPs. This results in two completly seperate > installs of RT due to the differing requirements for > Signatures/Priorities/Templates . There is no way to maintain a common > single database backend yet maintain seperate versions of these/ > > Can you imagine having to setup complete independant versions of > Apache for each Virtual Server??? Thats the difference between > 'multiple' and 'virtual'. > > Just my experience with RT. I ended up discussing this with Jesse > at length, and it would in fact cost money (in the order of $1000's) > to have such a system to support multiple signatures and multiple > queues and privleges within one database instance (which it must do to > be considered 'virtual'). > > Cheers > > Adrian > > > Laurent GAUTROT wrote: > >>>Jerry wrote : >>>Is it possible to configure RT in such a way that one installation can >>>be virtual for many domains, such as you might do for an ISP, with >>>separate administrators and users for each domain? >>> >>> >> >>In fact, yes, it is. >> >>Maybe you should give this page a read : >> >>http://wiki.bestpractical.com/index.cgi?MultipleInstances >> >> >> >>>Alternatively, could it be configured that you could have separate >>>administrators and users for hundreds or groups at one domain? Would >>>these be queues? If so, can they be managed with conditional code, or >>>does each one have to be setup at the mail server and/or other areas? >>> >>> >> >>With FastCGI you can have separate environments, so you can setup variables. >> >>By this mean, each RT site can have its own customisations. >> >>The databases are independant. Notice that if you use MySQL you should take >>care of the naming of the databases. ? - ? in database names will lead >>rt-setup-database to fail (only for MySQL). >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.bestpractical.com >> >> >> >> > >-- >Adrian Carter >Technical Manager >Leading Edge Internet > >Web http://www.lei.net.au http://support.lei.net.au >Direct +61 2 6163 6162 Support 1 300 662 415 >E-mail cartera at lei.net.au > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmreis at cpqd.com.br Mon Sep 26 10:45:47 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 26 Sep 2005 11:45:47 -0300 Subject: ENC: [rt-users] Describe Field in a Query Result Page Message-ID: Hi There! I tought to put codes (routines in ShowHistory) in Advanced Query Search to do what I need... But it seems not possible, right?! Anyone has any idea about this?! Thanks in advance, Rodolfo -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Rodolfo de Moraes Reis Enviada em: sexta-feira, 23 de setembro de 2005 15:19 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Describe Field in a Query Result Page Hello All, I need to know if it's possible to show up the first record of a ticket history (describe field on ticket creation) in a query result (using Query Builder Page). Thanks in advance. 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 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 g.ennis at change-it.com Mon Sep 26 11:12:33 2005 From: g.ennis at change-it.com (g.ennis at change-it.com) Date: Mon, 26 Sep 2005 11:12:33 -0400 Subject: [rt-users] HTTP::Server::Simple::Mason version 0.09 error Message-ID: <1127747553.43380fe14d5b9@www.statme.net> I am trying a brand new rt-3.4.4 install on a brand new Fedora Core 4 box. I HAVE searched the mailling list ....and AFAICS this is the latest / correct version of HTTP::Server::Simple::Mason to use - but I got HTTP::Server::Simple::Mason 0.07 working but rt wants 0.09 ------------------------------ HTTP::Server::Simple::Mason 0.09...MISSING HTTP::Server::Simple::Mason version 0.09 required--this is only version 0.07 at (eval 45) line 2, line 16. ---------------------------- and these are my errors on manually making 0.09 -------------------- L:/unixsa/download/HTTP-Server-Simple-Mason-0.09#++#make test PERL_DL_NONLAZY=1 /usr/bin/perl "-MExtUtils::Command::MM" "-e" "test_harness(0, 'inc', 'blib/lib', 'blib/arch')" t/*.t t/00smoke..............ok t/01live...............ok 3/5mason had an error: Can't locate object method "http_header_sent" via package "HTML::Mason::FakeApache" at /unixsa/download/HTTP- Server-Simple-Mason-0.09/blib/lib/HTTP/Server/Simple/Mason.pm line 136, line 16. Stack: [/unixsa/download/HTTP-Server-Simple-Mason-0.09/blib/lib/HTTP/Server/Simple/Mason. pm:136] [/usr/lib/perl5/site_perl/5.8.6/HTML/Mason/Request.pm:502] # Failed test (t/01live.t at line 18) # '' # doesn't match '(?-xism:2$)' t/01live...............NOK 4# Looks like you failed 1 test of 5. t/01live...............dubious Test returned status 1 (wstat 256, 0x100) DIED. FAILED test 4 Failed 1/5 tests, 80.00% okay t/02pod................ok t/03podcoverage........ok t/04unhandlederrors....ok t/05handlederrors......ok Failed Test Stat Wstat Total Fail Failed List of Failed ------------------------------------------------------------------------------- t/01live.t 1 256 5 1 20.00% 4 Failed 1/6 test scripts, 83.33% okay. 1/25 subtests failed, 96.00% okay. make: *** [test_dynamic] Error 255 ---------------------------- Can anyone point me in some direction. Please. From bobg at uic.edu Mon Sep 26 11:34:22 2005 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 26 Sep 2005 10:34:22 -0500 Subject: [rt-users] Virtual RT In-Reply-To: Your message of "Tue, 27 Sep 2005 00:13:41 +1000." <43380215.20906@lei.net.au> Message-ID: <200509261534.j8QFYMAx020497@remora.cc.uic.edu> > > I just wanted to add something regarding my interpretations here. > Yes, you can run Multiple Instances, *BUT*, and this is a >*BIIIIIGGGGGG* but... Its *NOT* Virtual. I'm curious what you're driving at, and I'm not clear what "virtual" means in your context. You said you want different Signatures/Priorities/Templates between the virtual RTs. I think you said you wanted different queues, users, and customer fields, too. You didn't say if you wanted completely independent *tickets*. Nor did you say if anything in the database should be held in common, or if you ever need to transfer tickets between virtual RTs. If you want the RT items (users, tickets, queues, ...) separate, but you just want to minimize the admin cost of maintaining RT, then why not use different mysql databases (within the same mysql server/engine)? You would have each database dealt with by a separate set of fcgi processes, all running from the same code base on the same apache server. The "virtual" part would mean one apache install, one RT code install, one mysql install, but a separate RT_SiteConfig and separate mysql database per virtual RT. (After all, each virtual RT has to have something that is different.) However, if you don't want everything separate, then I'm really not clear on what parts are common and what parts are not. For example, if the tickets are to be common, then are you suggesting that ticket #10 (uniquely identified among all virtual RTs) might be in Queue_xyz in RT_A and in Queue_abc in RT_B ? If an admin for RT_A wanted to restrict privs to view a given queue, would that stop the admin for RT_B from assigning tickets in this queue to some public queue visibile in his virtual RT? I suppose this is idle curiosity, I'm just trying to understand what you are asking. bobg > > Virtual infers you can run a common and SINGLE backend (ala say >Apache) yet had numerous complete and independant configurations that >all interact with that same common backend (just like tags >inside that Apache config). > > Now, configuring FastCGI and setting lots of instances with slightly >different RT_SiteConfigs etc is *not* a 'Virtual' solution, becuase the >Database backend is common, and thus, the Queues, Users (Privelged, and >worse Unprivliged) and Customer Fields etc etc are common. > > I have a classic scenario where I have techs working two completly >seperately branded ISPs. This results in two completly seperate installs >of RT due to the differing requirements for >Signatures/Priorities/Templates . There is no way to maintain a common >single database backend yet maintain seperate versions of these/ > > Can you imagine having to setup complete independant versions of >Apache for each Virtual Server??? Thats the difference between >'multiple' and 'virtual'. > > Just my experience with RT. I ended up discussing this with Jesse at >length, and it would in fact cost money (in the order of $1000's) to >have such a system to support multiple signatures and multiple queues >and privleges within one database instance (which it must do to be >considered 'virtual'). > >Cheers > >Adrian > > >Laurent GAUTROT wrote: > >>>Jerry wrote : >>>Is it possible to configure RT in such a way that one installation can >>>be virtual for many domains, such as you might do for an ISP, with >>>separate administrators and users for each domain? >>> >>> >> >>In fact, yes, it is. >> >>Maybe you should give this page a read : >> >>http://wiki.bestpractical.com/index.cgi?MultipleInstances >> >> >> >>>Alternatively, could it be configured that you could have separate >>>administrators and users for hundreds or groups at one domain? Would >>>these be queues? If so, can they be managed with conditional code, or >>>does each one have to be setup at the mail server and/or other areas? >>> >>> >> >>With FastCGI you can have separate environments, so you can setup variables. >> >>By this mean, each RT site can have its own customisations. >> >>The databases are independant. Notice that if you use MySQL you should take >>care of the naming of the databases. ? - ? in database names will lead >>rt-setup-database to fail (only for MySQL). >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.bestpractical.com >> >> >> >> > >-- >Adrian Carter >Technical Manager >Leading Edge Internet > >Web http://www.lei.net.au http://support.lei.net.au >Direct +61 2 6163 6162 Support 1 300 662 415 >E-mail cartera at lei.net.au > > >--------------050707070605030201040206 >Content-Type: text/html; charset=ISO-8859-15 >Content-Transfer-Encoding: 8bit > > > > > http-equiv="Content-Type"> > > >??? I just wanted to add something regarding my interpretations here.
>??? Yes, you can run Multiple Instances, *BUT*, and this is a >*BIIIIIGGGGGG* but... Its *NOT* Virtual.
>
>??? Virtual infers you can run a common and SINGLE backend (ala say >Apache) yet had numerous complete and independant configurations that >all interact with that same common backend (just like <Virtual> >tags inside that Apache config).
>
>??? Now, configuring FastCGI and setting lots of instances with >slightly different RT_SiteConfigs etc is *not* a 'Virtual' solution, >becuase the Database backend is common, and thus, the Queues, Users >(Privelged, and worse Unprivliged) and Customer Fields etc etc are >common.
>
>??? I have a classic scenario where I have techs working two completly >seperately branded ISPs. This results in two completly seperate >installs of RT due to the differing requirements for >Signatures/Priorities/Templates . There is no way to maintain a common >single database backend yet maintain seperate versions of these/
>
>??? Can you imagine having to setup complete independant versions of >Apache for each Virtual Server??? Thats the difference between >'multiple' and 'virtual'.
>
>??? Just my experience with RT. I ended up discussing this with Jesse >at length, and it would in fact cost money (in the order of $1000's) to >have such a system to support multiple signatures and multiple queues >and privleges within one database instance (which it must do to be >considered 'virtual').
>
>Cheers
>
>Adrian
>
>
>Laurent GAUTROT wrote: >
>
>
Jerry <Jerry at cockatoos.com> wrote :
>Is it possible to configure RT in such a way that one installation can
>be virtual for many domains, such as you might do for an ISP, with
>separate administrators and users for each domain?
>    
>
>

>In fact, yes, it is.
>
>Maybe you should give this page a read :
>
>http://wiki.bestpractical.com/index.cgi?MultipleInstances<
>/a>
>
>  
>
>
Alternatively, could it be configured that you could have sep
>arate
>administrators and users for hundreds or groups at one domain? Would
>these be queues? If so, can they be managed with conditional code, or
>does each one have to be setup at the mail server and/or other areas?
>    
>
>

>With FastCGI you can have separate environments, so you can setup variables.
>
>By this mean, each RT site can have its own customisations.
>
>The databases are independant. Notice that if you use MySQL you should take 
>care of the naming of the databases.  ? - ? in database names will lead 
>rt-setup-database to fail (only for MySQL).
>_______________________________________________
>http://lists.bestpractical.com/cgi-bin/mailman/list
>info/rt-users
>
>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>
>Buy your copy of our new book, RT Essentials, today! 
>
>Download a free sample chapter from http://rtbook.bestpractical.com
>
>
>  
>
>
>
-- 
>Adrian Carter
>Technical Manager
>Leading Edge Internet
>
>Web      http://
>www.lei.net.au http://support.lei.net.au
>Direct    +61 2 6163 6162  Support 1 300 662 415
>E-mail    >cartera at lei.net.au
>
> > > >--------------050707070605030201040206-- > > >--===============1849822656== >Content-Type: text/plain; charset="us-ascii" >MIME-Version: 1.0 >Content-Transfer-Encoding: 7bit >Content-Disposition: inline > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com >--===============1849822656==-- > From jesse at bestpractical.com Mon Sep 26 11:36:15 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 26 Sep 2005 11:36:15 -0400 Subject: [rt-users] HTTP::Server::Simple::Mason version 0.09 error In-Reply-To: <1127747553.43380fe14d5b9@www.statme.net> References: <1127747553.43380fe14d5b9@www.statme.net> Message-ID: <20050926153615.GI6357@bestpractical.com> On Mon, Sep 26, 2005 at 11:12:33AM -0400, g.ennis at change-it.com wrote: > I am trying a brand new rt-3.4.4 install on a brand new Fedora Core 4 box. I bet you've installed Mason 1.30 or 1.31. Try coming up to 1.3101 From cartera at lei.net.au Mon Sep 26 11:57:06 2005 From: cartera at lei.net.au (Adrian Carter) Date: Tue, 27 Sep 2005 01:57:06 +1000 Subject: [rt-users] Virtual RT In-Reply-To: <200509261534.j8QFYMAx020497@remora.cc.uic.edu> References: <200509261534.j8QFYMAx020497@remora.cc.uic.edu> Message-ID: <43381A52.2080405@lei.net.au> Bob Goldstein wrote: >> I just wanted to add something regarding my interpretations here. >> Yes, you can run Multiple Instances, *BUT*, and this is a >>*BIIIIIGGGGGG* but... Its *NOT* Virtual. >> >> > I'm curious what you're driving at, and I'm not clear what > "virtual" means in your context. > > You said you want different Signatures/Priorities/Templates > between the virtual RTs. I think you said you wanted > different queues, users, and customer fields, too. > > You didn't say if you wanted completely independent *tickets*. > Nor did you say if anything in the database should be held > in common, or if you ever need to transfer tickets between > virtual RTs. > > Yeah, I realised that, and I also realised I sounded a bit like a demanding person. I totally understand I have a bit of a unique proposal, hence why I went to the length of getting Jesse to have an engineer look at it commercially. I realise I could cobble it together using lots of nasty hacks, but the multiple signature bit but common tickets and better 'access' control is a bit of a major hack. Hence my attempts at getting the funds authorised! :) :) To try and clarify, I would have one mysql database with common tickets. This also extends to a common RTFM, and for most Operators, (admins, which we will call 'Operators') global access to queus labelled as (XYZ_Support, XYZ_Admin, ABC_Support, ABC_Admin). They also require different signatures based on which queue they are responding to or creating a ticket in.. XYZ or ABC. If a ticket was to be 'migrated' to an alternative queue, previous history can remain the same but obviously new responses can utilise the appropriate signature. Then there is a subest of these operators, well call them SecondaryOperators. These guys have privlidged access only to XYZ_* or ABC_* independantly, but not both. They also need only their 'own' signature (just one). Then there is 'Users', who can access their own tickets, and only their own, regardless of what Queue it lives in. They also dont have any signature, as their tickets are created via e-mail and their access is designed soely for status checking and RTFM reference. RTFM Articles can be referenced by any operators, and accessed by any user. Logo's also change based on SecondaryOperators (XYZ see's XYZ logo, ABC see's ABC logo) but Operators need only see the 'primary' logo. As stated, tickets would be 'global', so that searching for ticket contents could be done globally by Operators, but searches by SecondaryOperators was limited within XYZ or ABC queues. Tickets would regularly probably 'escalate' and 'return' from XYZ or ABC to the Primary Queues (just called say, Admin and Support with no prefixes). > If you want the RT items (users, tickets, queues, ...) > separate, but you just want to minimize the admin cost of > maintaining RT, then why not use different mysql databases > (within the same mysql server/engine)? You would have each > database dealt with by a separate set of fcgi processes, all > running from the same code base on the same apache server. The > "virtual" part would mean one apache install, one RT code > install, one mysql install, but a separate RT_SiteConfig and > separate mysql database per virtual RT. (After all, each > virtual RT has to have something that is different.) > > However, if you don't want everything separate, then > I'm really not clear on what parts are common and what parts > are not. For example, if the tickets are to be common, > then are you suggesting that ticket #10 (uniquely identified > among all virtual RTs) might be in Queue_xyz in RT_A > and in Queue_abc in RT_B ? If an admin for RT_A wanted > to restrict privs to view a given queue, would that stop > the admin for RT_B from assigning tickets in this queue > to some public queue visibile in his virtual RT? > > I suppose this is idle curiosity, I'm just trying to > understand what you are asking. > > bobg > > > > >> Virtual infers you can run a common and SINGLE backend (ala say >>Apache) yet had numerous complete and independant configurations that >>all interact with that same common backend (just like tags >>inside that Apache config). >> >> Now, configuring FastCGI and setting lots of instances with slightly >>different RT_SiteConfigs etc is *not* a 'Virtual' solution, becuase the >>Database backend is common, and thus, the Queues, Users (Privelged, and >>worse Unprivliged) and Customer Fields etc etc are common. >> >> I have a classic scenario where I have techs working two completly >>seperately branded ISPs. This results in two completly seperate installs >>of RT due to the differing requirements for >>Signatures/Priorities/Templates . There is no way to maintain a common >>single database backend yet maintain seperate versions of these/ >> >> Can you imagine having to setup complete independant versions of >>Apache for each Virtual Server??? Thats the difference between >>'multiple' and 'virtual'. >> >> Just my experience with RT. I ended up discussing this with Jesse at >>length, and it would in fact cost money (in the order of $1000's) to >>have such a system to support multiple signatures and multiple queues >>and privleges within one database instance (which it must do to be >>considered 'virtual'). >> >>Cheers >> >>Adrian >> >> >>Laurent GAUTROT wrote: >> >> >> >>>>Jerry wrote : >>>>Is it possible to configure RT in such a way that one installation can >>>>be virtual for many domains, such as you might do for an ISP, with >>>>separate administrators and users for each domain? >>>> >>>> >>>> >>>> >>>In fact, yes, it is. >>> >>>Maybe you should give this page a read : >>> >>>http://wiki.bestpractical.com/index.cgi?MultipleInstances >>> >>> >>> >>> >>> >>>>Alternatively, could it be configured that you could have separate >>>>administrators and users for hundreds or groups at one domain? Would >>>>these be queues? If so, can they be managed with conditional code, or >>>>does each one have to be setup at the mail server and/or other areas? >>>> >>>> >>>> >>>> >>>With FastCGI you can have separate environments, so you can setup variables. >>> >>>By this mean, each RT site can have its own customisations. >>> >>>The databases are independant. Notice that if you use MySQL you should take >>>care of the naming of the databases. ? - ? in database names will lead >>>rt-setup-database to fail (only for MySQL). >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >>> >>>Buy your copy of our new book, RT Essentials, today! >>> >>>Download a free sample chapter from http://rtbook.bestpractical.com >>> >>> >>> >>> >>> >>> >>-- >>Adrian Carter >>Technical Manager >>Leading Edge Internet >> >>Web http://www.lei.net.au http://support.lei.net.au >>Direct +61 2 6163 6162 Support 1 300 662 415 >>E-mail cartera at lei.net.au >> >> >>--------------050707070605030201040206 >>Content-Type: text/html; charset=ISO-8859-15 >>Content-Transfer-Encoding: 8bit >> >> >> >> >> >http-equiv="Content-Type"> >> >> >> I just wanted to add something regarding my interpretations here.
>> Yes, you can run Multiple Instances, *BUT*, and this is a >>*BIIIIIGGGGGG* but... Its *NOT* Virtual.
>>
>> Virtual infers you can run a common and SINGLE backend (ala say >>Apache) yet had numerous complete and independant configurations that >>all interact with that same common backend (just like <Virtual> >>tags inside that Apache config).
>>
>> Now, configuring FastCGI and setting lots of instances with >>slightly different RT_SiteConfigs etc is *not* a 'Virtual' solution, >>becuase the Database backend is common, and thus, the Queues, Users >>(Privelged, and worse Unprivliged) and Customer Fields etc etc are >>common.
>>
>> I have a classic scenario where I have techs working two completly >>seperately branded ISPs. This results in two completly seperate >>installs of RT due to the differing requirements for >>Signatures/Priorities/Templates . There is no way to maintain a common >>single database backend yet maintain seperate versions of these/
>>
>> Can you imagine having to setup complete independant versions of >>Apache for each Virtual Server??? Thats the difference between >>'multiple' and 'virtual'.
>>
>> Just my experience with RT. I ended up discussing this with Jesse >>at length, and it would in fact cost money (in the order of $1000's) to >>have such a system to support multiple signatures and multiple queues >>and privleges within one database instance (which it must do to be >>considered 'virtual').
>>
>>Cheers
>>
>>Adrian
>>
>>
>>Laurent GAUTROT wrote: >>
>>
>>
Jerry <Jerry at cockatoos.com> wrote :
>>Is it possible to configure RT in such a way that one installation can
>>be virtual for many domains, such as you might do for an ISP, with
>>separate administrators and users for each domain?
>>   
>>
>>

>>In fact, yes, it is.
>>
>>Maybe you should give this page a read :
>>
>>http://wiki.bestpractical.com/index.cgi?MultipleInstances<
>>/a>
>>
>> 
>>
>>
Alternatively, could it be configured that you could have sep
>>arate
>>administrators and users for hundreds or groups at one domain? Would
>>these be queues? If so, can they be managed with conditional code, or
>>does each one have to be setup at the mail server and/or other areas?
>>   
>>
>>

>>With FastCGI you can have separate environments, so you can setup variables.
>>
>>By this mean, each RT site can have its own customisations.
>>
>>The databases are independant. Notice that if you use MySQL you should take 
>>care of the naming of the databases.  ? - ? in database names will lead 
>>rt-setup-database to fail (only for MySQL).
>>_______________________________________________
>>http://lists.bestpractical.com/cgi-bin/mailman/list
>>info/rt-users
>>
>>Be sure to check out the RT Wiki at http://wiki.bestpractical.com
>>
>>Buy your copy of our new book, RT Essentials, today! 
>>
>>Download a free sample chapter from http://rtbook.bestpractical.com
>>
>>
>> 
>>
>>
>>
-- 
>>Adrian Carter
>>Technical Manager
>>Leading Edge Internet
>>
>>Web      http://
>>www.lei.net.au http://support.lei.net.au
>>Direct    +61 2 6163 6162  Support 1 300 662 415
>>E-mail    >    
>>
>>>cartera at lei.net.au
>>>      
>>>
>>
>> >> >> >>--------------050707070605030201040206-- >> >> >>--===============1849822656== >>Content-Type: text/plain; charset="us-ascii" >>MIME-Version: 1.0 >>Content-Transfer-Encoding: 7bit >>Content-Disposition: inline >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT Wiki at http://wiki.bestpractical.com >> >>Buy your copy of our new book, RT Essentials, today! >> >>Download a free sample chapter from http://rtbook.bestpractical.com >>--===============1849822656==-- >> >> >> >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at http://wiki.bestpractical.com > >Buy your copy of our new book, RT Essentials, today! > >Download a free sample chapter from http://rtbook.bestpractical.com > > > > -- Adrian Carter Technical Manager Leading Edge Internet Web http://www.lei.net.au http://support.lei.net.au Direct +61 2 6163 6162 Support 1 300 662 415 E-mail cartera at lei.net.au -------------- next part -------------- An HTML attachment was scrubbed... URL: From tom at redpepperracing.com Mon Sep 26 12:02:33 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Mon, 26 Sep 2005 12:02:33 -0400 Subject: [rt-users] Upgrading 2.0.15->3.2.3. Anyone got it to work? In-Reply-To: <4332F989.1020804@redpepperracing.com> References: <4332E776.9000608@redpepperracing.com> <4332E850.3050005@ucrwcu.rwc.uc.edu> <4332E942.3010004@redpepperracing.com> <4332EC1C.5090109@ucrwcu.rwc.uc.edu> <4332F000.3090509@redpepperracing.com> <4332F438.80201@ucrwcu.rwc.uc.edu> <4332F989.1020804@redpepperracing.com> Message-ID: <43381B99.40106@redpepperracing.com> Tom Lichti wrote: > Drew Barnes wrote: >> >> >> Tom Lichti wrote: >> >>> Drew Barnes wrote: >>> >>>> You are putting 2.0.15 on a new box? Do you have a mysqldump from >>>> an existing install? >>> >>> Yes. >>> >>>> >>>> If you do, install 2.0.15 and load the db from the mysql dump. >>>> then untar 3.2.3, configure, and run make upgrade. Make sure you >>>> follow the schema/acl/content upgrade instructions at the end of >>>> make upgrade. >>> >>> I did the 2.0.15 install and load, which worked great. But in the >>> 3.2.3 upgrade instructions is says to use the rt2-to-rt3 package? >>> make upgrade doesn't seem to 'do the right thing'... >> >> Yeah, that was my mistake. I should know better than to type while >> ignoring people who walk into my office. >> >> I can't recall which version of DBIx::SearchBuilder you need to back >> down to, but I think it was in the neighborhood of .93. That was >> just too long ago for me to remember, but all I find in the list >> archives is that it has to be lower than 1.12. >> >> Sorry for the wrong info in that last email. > No worries, I knew what you meant... :) > > I went down to .48 (which is what 2.0.15 was looking for) and so far, > so good. I'll re-up it to whatever 3.2.3 needs when it's done dumping, > and hopefully that will get this ball rolling again.... :) Success!!! That seemed to have done it. Now I just need to secure the database, which is proving to be a problem... Thanks! Tom From ruslan.zakirov at gmail.com Mon Sep 26 12:51:04 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Mon, 26 Sep 2005 20:51:04 +0400 Subject: [rt-users] Describe Field in a Query Result Page In-Reply-To: References: Message-ID: <589c944005092609516613555e@mail.gmail.com> On 9/26/05, Rodolfo de Moraes Reis wrote: > Hi There! > > I tought to put codes (routines in ShowHistory) in Advanced Query Search to do what I need... But it seems not possible, right?! > > Anyone has any idea about this?! You should look at columns map and its handling, but I don't think it's possible to push method(function) into it now. > > Thanks in advance, > Rodolfo > > -----Mensagem original----- > De: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Rodolfo de > Moraes Reis > Enviada em: sexta-feira, 23 de setembro de 2005 15:19 > Para: rt-users at lists.bestpractical.com > Assunto: [rt-users] Describe Field in a Query Result Page > > > Hello All, > > I need to know if it's possible to show up the first record of a ticket history (describe field on ticket creation) in a query result (using Query Builder Page). > > Thanks in advance. > > 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 > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 enediel at hotmail.com Mon Sep 26 12:37:52 2005 From: enediel at hotmail.com (enediel gonzalez) Date: Mon, 26 Sep 2005 16:37:52 +0000 Subject: [rt-users] problems installing rt 3.4 Message-ID: hello everyone I've debian sarge 3.1 stable version, with RT 3.0.12 installed. I want to upgrade to rt 3.4 but executing apt-get request-tracker3.4 I received the following message Can't locate object method "save_parsers_debian" via package "XML::SAX" at /usr/bin/update-perl-sax-parsers line 90. dpkg: error processing libxml-sax-perl (--configure): I tried to install the needed dependencies before, but still, I'm facing the same problem thanks in advance for any answer regards Enediel Linux user 398956 From rvongleich at gmail.com Mon Sep 26 13:30:32 2005 From: rvongleich at gmail.com (Ryan von Gleich) Date: Mon, 26 Sep 2005 13:30:32 -0400 Subject: FW: [rt-users] (busy) function call causes browser timeout In-Reply-To: References: <20050923140200.GL4670@chaka.net> Message-ID: > > I assume that your init block has a loop that calls clone the number > > of necessary times. If that is not so, you need to refactor clone > > so that you can call it once for each needed clone. As long as > > each individual call to clone is less time than the browser timeout > > you will be able to send output to the browser (from the init block) > > to keep it happy. > > > I know this is not crucial, but is there anyway to do away with the stuff that is sent to the browser so that it is gone when the before function call is completes and sends the new page? Thanks Ryan -------------- next part -------------- An HTML attachment was scrubbed... URL: From chrisb at webreachinc.com Mon Sep 26 12:16:25 2005 From: chrisb at webreachinc.com (Chris Black) Date: Mon, 26 Sep 2005 09:16:25 -0700 Subject: [rt-users] Searching with multiple custom fields Message-ID: Good Morning, I'm trying to do a search with multiple custom fields in RT 3.4.1. Here is the SQL that RT is generating: 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 = 'Clients'))) WHERE ((main.EffectiveId = main.id)) AND ((main.Status != 'deleted')) AND ((main.Type = 'ticket')) AND ((main.Owner = '359')AND(ObjectCustomFieldValues_1.Content LIKE '% BCBS KS%')AND(ObjectCustomFieldValues_1.Content LIKE '%Yes%')AND (ObjectCustomFieldValues_1.Content LIKE '%Minimal%')AND(main.Status = 'open')AND(ObjectCustomFieldValues_1.Content LIKE '%QA%')AND (ObjectCustomFieldValues_1.Content LIKE '%Application Deploy or Config %')AND(ObjectCustomFieldValues_1.Content LIKE '%Not Required%')AND (ObjectCustomFieldValues_1.Content LIKE '%Yes%')) ORDER BY main.id ASC However this returns 0 tickets. In if it was working correctly it should return 1 ticket, as I have created one ticket with all these fields selected. Is this a bug or am I just doing something wrong? Thanks, Chris Black Jr. Systems Administrator Cell: 515-229-9282 Office: 949-474-9712 Ext. 223 AIM: blackc2004 chrisb at webreachinc.com From todd at chaka.net Mon Sep 26 13:42:01 2005 From: todd at chaka.net (Todd Chapman) Date: Mon, 26 Sep 2005 13:42:01 -0400 Subject: FW: [rt-users] (busy) function call causes browser timeout In-Reply-To: References: <20050923140200.GL4670@chaka.net> Message-ID: <20050926174201.GN4670@chaka.net> You don't have to send stuff that displays. You can send HTML comments or maybe just whitespace. You might also be able to do some DHTML slight of hand, but I don't know how to do it. Another option is to do the processing in the background and return a reult page that refreshes every few seconds with a status and finally returns the results when everything is finished. -Todd On Mon, Sep 26, 2005 at 01:30:32PM -0400, Ryan von Gleich wrote: > > > > I assume that your init block has a loop that calls clone the number > > > of necessary times. If that is not so, you need to refactor clone > > > so that you can call it once for each needed clone. As long as > > > each individual call to clone is less time than the browser timeout > > > you will be able to send output to the browser (from the init block) > > > to keep it happy. > > > > > I know this is not crucial, but is there anyway to do away with the stuff > that is sent to the browser so that it is gone when the before function call > is completes and sends the new page? > Thanks Ryan From lars at hyperreal.org Mon Sep 26 14:17:00 2005 From: lars at hyperreal.org (Lars) Date: Mon, 26 Sep 2005 20:17:00 +0200 Subject: [rt-users] Empty comment/correspondence entries are created ... Message-ID: <20050926181700.GB8612@eilebrecht.net> Hi, after upgrading from RT 3.0 to RT 3.4.1 (Debian Package) I'm seeing strange behaviour regarding the "Comment" and "Reply" links. If a user select either "Comment" or "Reply" in the ticket view _without_ actually submitting a comment or correspondence, an emtpy comment or correspondence entry is created in the ticket's history. The scribs/template configuration is more or less standard. Is this a bug, feature, or configuration error? How can I prevent this? Our RT users are getting confused by this. ciao... -Lars From barnesaw at ucrwcu.rwc.uc.edu Mon Sep 26 14:25:56 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Mon, 26 Sep 2005 14:25:56 -0400 Subject: [rt-users] Empty comment/correspondence entries are created ... In-Reply-To: <20050926181700.GB8612@eilebrecht.net> References: <20050926181700.GB8612@eilebrecht.net> Message-ID: <43383D34.50504@ucrwcu.rwc.uc.edu> http://wiki.bestpractical.com/index.cgi?FAQ Lars wrote: > Hi, > > after upgrading from RT 3.0 to RT 3.4.1 (Debian Package) > I'm seeing strange behaviour regarding the "Comment" and > "Reply" links. > > If a user select either "Comment" or "Reply" in the > ticket view _without_ actually submitting a comment > or correspondence, an emtpy comment or correspondence > entry is created in the ticket's history. > The scribs/template configuration is more or less standard. > > Is this a bug, feature, or configuration error? > How can I prevent this? Our RT users are getting confused > by this. > > ciao... > -Lars > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 gtalbot at centerone.com Mon Sep 26 00:40:00 2005 From: gtalbot at centerone.com (Greg Talbot) Date: Sun, 25 Sep 2005 22:40:00 -0600 (MDT) Subject: [rt-users] Another problem installing rt 3.4 In-Reply-To: References: Message-ID: <35123.165.236.149.10.1127709600.squirrel@webmail.adapsnet.com> I am installing 3.4.4 and used ./configure \ --with-db-type=Pg \ --with-db-dba=postgres \ -with-db-rt-pass=pass \ --prefix=/www/RT/ This should use my Postgres DB right? But I get this error, DBI connect('dbname=rt;host=localhost','rt',...) failed: Can't connect to local MySQL server through socket '/var/lib/mysql/mysql.sock' (2) at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 98 MySQL is not even installed. Any ideas? Thanks -gt From lars at hyperreal.org Mon Sep 26 15:10:59 2005 From: lars at hyperreal.org (Lars) Date: Mon, 26 Sep 2005 21:10:59 +0200 Subject: [rt-users] Empty comment/correspondence entries are created ... In-Reply-To: <43383D34.50504@ucrwcu.rwc.uc.edu> References: <20050926181700.GB8612@eilebrecht.net> <43383D34.50504@ucrwcu.rwc.uc.edu> Message-ID: <20050926191059.GG8612@eilebrecht.net> According to Drew: > http://wiki.bestpractical.com/index.cgi?FAQ Thanks for your reply ... I actually checked the FAQ before posting my question, but it looks like I missed the entry about InnoDB/MySQL. :-) This fixed the problem. ciao... -Lars From john at atypica.com Mon Sep 26 15:17:21 2005 From: john at atypica.com (John Kelley) Date: Mon, 26 Sep 2005 15:17:21 -0400 Subject: [rt-users] Still seeking an answer to mod_perl apache start up error Message-ID: <6.2.1.2.2.20050926151401.025a8160@172.31.22.210> I wrote of this problem last week but am still seeking some pointers. I'm installing RT for the first time. As part of that effort, I've compiled in mod_perl and loaded a bunch of Perl modules onto the machine. I've reach an impasse when after compiling in mod_perl, I get following error when performing an apache configtest: Odd number of elements in hash assignment at /usr/local/lib/perl5/site_perl/5.8.7/HTML/Mason/Exceptions.pm line 152. [Fri Sep 23 08:24:55 2005] [error] unknown field \n passed to constructor for class HTML::Mason::ExceptionCompilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 146.\nCompilation failed in require at (eval 7) line 1.\n Syntax error on line 2396 of /usr/local/apache/conf/httpd.conf: unknown field passed to constructor for class HTML::Mason::ExceptionCompilation failed in require at /opt/rt3/lib/RT/Interface/Web/Handler.pm line 146. Compilation failed in require at (eval 7) line 1. I verified I am compiling mod_perl with EVERYTHING=1 System is RH Linux Enterprise 2.1 apache 1.3.33. Everything else is the latest available release except for some mysql related material which the installed required an earlier than current release of. Any thoughts? Thanks, John From checkpoint at ozbergs.com Mon Sep 26 15:29:26 2005 From: checkpoint at ozbergs.com (Stevo) Date: Mon, 26 Sep 2005 12:29:26 -0700 Subject: [rt-users] Add Custom Field to Search Results Message-ID: <43384C16.5060205@ozbergs.com> Guys, I'd like to add a custom field I have created to the search results (Results.html) view. Is there an easy way to do this? Currently I can see: Subject Requestors Status Created Queue Told Owner Last Updated Priority Time Left Any help would be appreciated. -Steve From jim1 at cornell.edu Mon Sep 26 16:32:30 2005 From: jim1 at cornell.edu (Jennifer I. Moore) Date: Mon, 26 Sep 2005 16:32:30 -0400 Subject: [rt-users] Seeking help applying patches In-Reply-To: <20050922203033.GK4670@chaka.net> References: <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> Message-ID: <5.2.1.1.2.20050926162410.017259d0@postoffice8.mail.cornell.edu> Hi Todd, Thanks for the reply. This time I managed to get Subversion installed in the non-default directory, and checked out the rt-3.4.x branch. When I ran svn update, it gave this response: At revision 3891. However, when I run make testdeps, my RT install still shows the older version of DBIx::SearchBuilder (for example). Looking more closely at the checkout files (e.g., config.layout), it appears that this svn update only works if RT is installed in the default location of /opt/rt3, true? In the mean time, I'm trying to get the updates via CPAN. Thanks again, for your help and patience! Jennifer At 9/22/2005 04:30 PM, you wrote: >1. Get subverstion installed. >2. $ svn co svn://svn.bestpractical.com/rt/branches/3.4-RELEASE rt-3.4.x >3. $ cd rt-3.4.x >4. $ svn update > >Run svn update anytime there have been changes to the source (as seen >in rt-commit). > >-Todd From rmreis at cpqd.com.br Mon Sep 26 16:35:07 2005 From: rmreis at cpqd.com.br (Rodolfo de Moraes Reis) Date: Mon, 26 Sep 2005 17:35:07 -0300 Subject: RES: [rt-users] Add Custom Field to Search Results Message-ID: What's your RT version?! Cause RT 3.4.x already has Custom Fields in Query Build Page... You just need to add the queue... and add columns that you want to show up. In older versions, see http://wiki.bestpractical.com/index.cgi?DisplayCustomFieldsInTicketSearch Regards, Rodolfo -----Mensagem original----- De: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]Em nome de Stevo Enviada em: segunda-feira, 26 de setembro de 2005 16:29 Para: rt-users at lists.bestpractical.com Assunto: [rt-users] Add Custom Field to Search Results Guys, I'd like to add a custom field I have created to the search results (Results.html) view. Is there an easy way to do this? Currently I can see: Subject Requestors Status Created Queue Told Owner Last Updated Priority Time Left Any help would be appreciated. -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 joby at u.washington.edu Mon Sep 26 16:41:20 2005 From: joby at u.washington.edu (Joby Walker) Date: Mon, 26 Sep 2005 13:41:20 -0700 Subject: [rt-users] Seeking help applying patches In-Reply-To: <5.2.1.1.2.20050926162410.017259d0@postoffice8.mail.cornell.edu> References: <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050920182059.01604e80@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050922161927.01e61ad0@postoffice8.mail.cornell.edu> <5.2.1.1.2.20050926162410.017259d0@postoffice8.mail.cornell.edu> Message-ID: <43385CF0.7080406@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Jennifer, What you checked out from the SVN repo is the most current version of the RT install package. Run this you will have to follow the upgrade instructions -- just as if you were upgrading from a new release. All the svn update command does is make sure the working copy you installed (the checked out branch of rt-3.4) is up to date -- it doesn't upgrade your already installed RT. Additionally, this is just the RT distribution -- it doesn't include any of the CPAN dependancies, you still need to upgrade those independantly. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Jennifer I. Moore wrote: > Hi Todd, > > Thanks for the reply. > > This time I managed to get Subversion installed in the non-default > directory, and checked out the rt-3.4.x branch. > When I ran svn update, it gave this response: At revision 3891. > > However, when I run make testdeps, my RT install still shows the older > version of DBIx::SearchBuilder (for example). > > Looking more closely at the checkout files (e.g., config.layout), it > appears that this svn update only works if RT is installed in the > default location of /opt/rt3, true? > > In the mean time, I'm trying to get the updates via CPAN. > > Thanks again, for your help and patience! > Jennifer > > At 9/22/2005 04:30 PM, you wrote: > >> 1. Get subverstion installed. >> 2. $ svn co svn://svn.bestpractical.com/rt/branches/3.4-RELEASE rt-3.4.x >> 3. $ cd rt-3.4.x >> 4. $ svn update >> >> Run svn update anytime there have been changes to the source (as seen >> in rt-commit). >> >> -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 -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDOFzwgA0gpghkf88RAqnlAKCOzhsQLdcfG9IJBpvBUBjORG+ktwCg6BTb 4ckXestm6ILAqLfyLgaj1mI= =kTpA -----END PGP SIGNATURE----- From fmml at cedval.org Mon Sep 26 17:50:05 2005 From: fmml at cedval.org (Francois Meehan) Date: Mon, 26 Sep 2005 17:50:05 -0400 (EDT) Subject: [rt-users] Editing Custom Fields on Update... Message-ID: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> How all, In RT 3.4.4, How do you add a custom field to the ticket display, and also on the update form? I created a field but it is not showing up in the forms. Also tried the "Set($CustomFieldsOnReply, 1);" in RT_SiteConfig.pm but no success... Thanks in advance, Francois Random Thought: --------------- Hodie natus est radici frater. From joby at u.washington.edu Mon Sep 26 18:22:50 2005 From: joby at u.washington.edu (Joby Walker) Date: Mon, 26 Sep 2005 15:22:50 -0700 Subject: [rt-users] Editing Custom Fields on Update... In-Reply-To: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> References: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> Message-ID: <433874BA.9050103@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 You need to assign the custom field to the Queue (or globally) and have permission to see/modify the field. This is all done via the web interface under: Admin/CustomFields/index.html Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Francois Meehan wrote: > How all, > > In RT 3.4.4, How do you add a custom field to the ticket display, and also > on the update form? > > I created a field but it is not showing up in the forms. Also tried the > "Set($CustomFieldsOnReply, 1);" in RT_SiteConfig.pm but no success... > > Thanks in advance, > > Francois > > > > > Random Thought: > --------------- > Hodie natus est radici frater. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 iD8DBQFDOHS6gA0gpghkf88RAjGQAJ9BlLqwpBlhc7lLtfxG97eyiGnjDACgsBVr qayq+u2IM0GaHq8i7hkT8GQ= =i99/ -----END PGP SIGNATURE----- From raanders at acm.org Mon Sep 26 19:28:15 2005 From: raanders at acm.org (Roderick A. Anderson) Date: Mon, 26 Sep 2005 16:28:15 -0700 Subject: [rt-users] new user default settings Message-ID: <4338840F.1010508@acm.org> We're setting up a bunch of new users, all from the same company and having ( mostly ) the same information @email.domain, phone, address, etc. Is there an option, we've missed while searching, to set some default settings for new users? TIA, Rod -- From ruslan.zakirov at gmail.com Mon Sep 26 20:05:29 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 27 Sep 2005 04:05:29 +0400 Subject: [rt-users] new user default settings In-Reply-To: <4338840F.1010508@acm.org> References: <4338840F.1010508@acm.org> Message-ID: <589c944005092617055655fb78@mail.gmail.com> On 9/27/05, Roderick A. Anderson wrote: > We're setting up a bunch of new users, all from the same company and > having ( mostly ) the same information @email.domain, phone, address, etc. > > Is there an option, we've missed while searching, to set some default > settings for new users? No, there is no suc option in RT. AFAIK there is command line script on the wiki for creating users. you can use it as example. > > > TIA, > 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 > -- Best regards, Ruslan. From Jerry at Cockatoos.com Mon Sep 26 20:27:34 2005 From: Jerry at Cockatoos.com (Jerry) Date: Mon, 26 Sep 2005 17:27:34 -0700 Subject: [rt-users] Virtual RT In-Reply-To: <43381A52.2080405@lei.net.au> Message-ID: <20050927002621.IBQX2851.priv-edtnes40.telusplanet.net@thailand> Many thanks for your response. What I was getting at was utilizing a single DB for multiple Request instances, as opposed to apache instances. I was thinking along the lines of a membership view where groups of members could have their own "queue" I guess you would call it, and it could be managed reasonably. I am thinking like a list server I am familiar with (lyris) where any number of lists can be associated with a user and various domains and email addresses can be used to manage the lists. When a list owner logs in they see their lists, unique global and list configurations, etcetera. List (queue) delivery is handled by the list application and not by the MTA. That sort of thing. It looks like you have addressed all of this and more. Jerry. _____ From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Adrian Carter Sent: Monday, September 26, 2005 8:57 AM To: Bob Goldstein; rt-users at lists.bestpractical.com Subject: Re: [rt-users] Virtual RT Bob Goldstein wrote: I just wanted to add something regarding my interpretations here. Yes, you can run Multiple Instances, *BUT*, and this is a *BIIIIIGGGGGG* but... Its *NOT* Virtual. I'm curious what you're driving at, and I'm not clear what "virtual" means in your context. You said you want different Signatures/Priorities/Templates between the virtual RTs. I think you said you wanted different queues, users, and customer fields, too. You didn't say if you wanted completely independent *tickets*. Nor did you say if anything in the database should be held in common, or if you ever need to transfer tickets between virtual RTs. Yeah, I realised that, and I also realised I sounded a bit like a demanding person. I totally understand I have a bit of a unique proposal, hence why I went to the length of getting Jesse to have an engineer look at it commercially. I realise I could cobble it together using lots of nasty hacks, but the multiple signature bit but common tickets and better 'access' control is a bit of a major hack. Hence my attempts at getting the funds authorised! :) :) To try and clarify, I would have one mysql database with common tickets. This also extends to a common RTFM, and for most Operators, (admins, which we will call 'Operators') global access to queus labelled as (XYZ_Support, XYZ_Admin, ABC_Support, ABC_Admin). They also require different signatures based on which queue they are responding to or creating a ticket in.. XYZ or ABC. If a ticket was to be 'migrated' to an alternative queue, previous history can remain the same but obviously new responses can utilise the appropriate signature. Then there is a subest of these operators, well call them SecondaryOperators. These guys have privlidged access only to XYZ_* or ABC_* independantly, but not both. They also need only their 'own' signature (just one). Then there is 'Users', who can access their own tickets, and only their own, regardless of what Queue it lives in. They also dont have any signature, as their tickets are created via e-mail and their access is designed soely for status checking and RTFM reference. RTFM Articles can be referenced by any operators, and accessed by any user. Logo's also change based on SecondaryOperators (XYZ see's XYZ logo, ABC see's ABC logo) but Operators need only see the 'primary' logo. As stated, tickets would be 'global', so that searching for ticket contents could be done globally by Operators, but searches by SecondaryOperators was limited within XYZ or ABC queues. Tickets would regularly probably 'escalate' and 'return' from XYZ or ABC to the Primary Queues (just called say, Admin and Support with no prefixes). -------------- next part -------------- An HTML attachment was scrubbed... URL: From rmroland at indiana.edu Mon Sep 26 13:37:55 2005 From: rmroland at indiana.edu (Roland, Ryan M) Date: Mon, 26 Sep 2005 12:37:55 -0500 Subject: [rt-users] Remove 'Attach File' functionality Message-ID: What would be the best way to disable the 'Attach File' functionality in 3.2.2? Thanks, Ryan Roland From cameron.beattie at appsteam.co.nz Mon Sep 26 23:31:10 2005 From: cameron.beattie at appsteam.co.nz (Cameron Beattie) Date: Tue, 27 Sep 2005 15:31:10 +1200 Subject: [rt-users] Problems creating remote rt3 database Message-ID: <000c01c5c313$e82941a0$0f00a8c0@HOUSTON> I have two servers. Server A runs MySQL. Server B runs apache with rt3.4.4. Server A mysql >grant all privileges on *.* to 'root'@'ServerB'; Server B vi /opt/rt3/etc/RT_SiteConfig.pm Set($DatabaseHost , 'ServerA'); Set($DatabaseRTHost , 'ServerB'); Set($DatabaseUser , 'rt_remote'); Set($DatabasePassword , 'password'); Set($DatabaseName , 'rt3'); When I run make initialize-database I get the following message: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'ServerA' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 341. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_remote@'ServerA' IDENTIFIED BY 'password'; Access denied for user 'root'@'ServerA' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 342. make: *** [initialize-database] Error 255 Could anyone advise what I am doing wrong? Many thanks Cameron Beattie From ruslan.zakirov at gmail.com Mon Sep 26 23:41:48 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 27 Sep 2005 07:41:48 +0400 Subject: [rt-users] [ANNOUNCE] New Shredder release touchs CPAN Message-ID: <589c9440050926204144bf2a07@mail.gmail.com> Hello. >From subject line you understood what this all about. Changes in the release below. Robert Lindgren and Adrian Carter are the best. Thanks for your feedback, guys. Here goes storm of applause. Shame on those users who don't send any feedback :) I hope you'll review your standpoint... Changes in 0.02_02: * fix: search for users by name fixed * fix: returned patch because RT 3.4.0 and 3.4.1 has no code in mainline * fea: check/uncheck all objects at once in WebUI * api: generic mask handling via $plugin->ConvertMaskToSQL -- Best regards, Ruslan. From r at orcafat.com Tue Sep 27 03:01:24 2005 From: r at orcafat.com (Robert Lindgren) Date: Tue, 27 Sep 2005 09:01:24 +0200 Subject: [rt-users] [ANNOUNCE] New Shredder release touchs CPAN In-Reply-To: <589c9440050926204144bf2a07@mail.gmail.com> References: <589c9440050926204144bf2a07@mail.gmail.com> Message-ID: <200509270901.24465.r@orcafat.com> On Tuesday 27 September 2005 05:41, Ruslan Zakirov wrote: > Hello. > > >From subject line you understood what this all about. Changes in the > > release below. > > Robert Lindgren and Adrian Carter are the best. Thanks for your > feedback, guys. Here goes storm of applause. > > Shame on those users who don't send any feedback :) I hope you'll > review your standpoint... > > Changes in 0.02_02: > * fix: search for users by name fixed > * fix: returned patch because RT 3.4.0 and 3.4.1 has no code in > mainline * fea: check/uncheck all objects at once in WebUI > * api: generic mask handling via $plugin->ConvertMaskToSQL Thank you Ruslan for making this tool. The new WebUI makes this tool even easier to use, and with the new features in this new release it will make it even easier to use. I've managed to remove over a 1000 deleted tickets, onetime users and some very large attachments. In all I was able to reduce the MySQL database size with about 30%. This makes RT more snappy and enables us to run RT on our current hardware for some time more without upgrading it, which of cause is a big time and money saver. Thanks again Ruslan! Best regards Robert Lindgren From Vaida.Alisauskaite at stud.ktu.lt Tue Sep 27 04:25:04 2005 From: Vaida.Alisauskaite at stud.ktu.lt (Vaida Alisauskaite) Date: Tue, 27 Sep 2005 11:25:04 +0300 Subject: [rt-users] Ticket content and different mail systems Message-ID: <1127809504.433901e027083@pastas.ktu.lt> Hello, I use such piece of script to get the content of a letter, that scomes to RT queue. Then I place the certain part of content into appropriate custom fields of RTFM. It works fine when a letter comes to the queue from yahoo mail. But it doesn't work when a letter comes from other mail systems. (the type displayed in the received letter in the queue is shown "text/plain"). Could you perhaps give any advice how to fix this problem? ************************************************** my $attachs = $self->TransactionObj->Attachments; my $attach; while( my $a = $attachs->Next ) { if( $a->ContentType eq 'text/plain' ) { $attach = $a; last } } my $content = $attach->Content; ************************************************* Hoping for the help, Vaida. From stephen at jadevine.org.uk Tue Sep 27 03:15:26 2005 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Tue, 27 Sep 2005 08:15:26 +0100 Subject: [rt-users] problems installing rt 3.4 In-Reply-To: References: Message-ID: <20050927071526.GB2555@computing-services.oxford.ac.uk> On Mon, Sep 26, 2005 at 04:37:52PM +0000, enediel gonzalez wrote: > hello everyone > > I've debian sarge 3.1 stable version, with RT 3.0.12 installed. > > I want to upgrade to rt 3.4 but executing > apt-get request-tracker3.4 I received the following message > > Can't locate object method "save_parsers_debian" via package "XML::SAX" at > /usr/bin/update-perl-sax-parsers line 90. > dpkg: error processing libxml-sax-perl (--configure): > > I tried to install the needed dependencies before, but still, I'm facing > the same problem Take a look at this bug report for the libxml-sax-perl package. It looks quite similar to your problem. http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=229178 Which basically boils down to: "if you have installed XML::SAX via CPAN you should uninstall it before installing the Debian version with apt-get" HTH, Stephen Quinney From pjsm at fct.unl.pt Tue Sep 27 04:33:29 2005 From: pjsm at fct.unl.pt (Paulo Matos) Date: Tue, 27 Sep 2005 09:33:29 +0100 (WEST) Subject: [rt-users] Apache DSO compile issue... In-Reply-To: <6.2.1.2.2.20050923155156.026b8700@172.31.22.210> References: <6.2.1.2.2.20050923155156.026b8700@172.31.22.210> Message-ID: On Fri, 23 Sep 2005, John Kelley wrote: john> I'm installing RT for the first time. As part of that effort, I've john> compiled in mod_perl and loaded a bunch of Perl modules onto the john> machine. I've reach an impasse when after compiling in mod_perl, I get john> following error when performing an apache configtest: (...) john> I verified I am compiling mod_perl with EVERYTHING=1 john> System is RH Linux Enterprise 2.1 apache 1.3.33. Everything else is the john> latest available release except for some mysql related material which the john> installed required an earlier than current release of. 1) If you're using apache 1.3 => mod_perl1, so I would suggest you check HTML::Mason Changelog, to get the right version. The latest versions have been modified to support modperl >= 2.0.0, and might have broken or drop support for mod_perl1. 2) Another way could be upgrade apache 1.3.x to 2.0.y + modperl 2.0.1 (and CGI.pm >= 3.11). 3) If you fail 1) and can't do 2) you should consider use mod_fastcgi instead of mod_perl. -- Paulo Matos ----------------------------------- ---------------------------------- |Sys & Net Admin | Centro de Inform?tica | |Faculdade de Ci?ncias e Tecnologia | Tel: +351-21-2948596 | |Universidade Nova de Lisboa | Fax: +351-21-2948548 | |P-2829-516 Caparica | e-Mail: pjsm at fct.unl.pt | ----------------------------------- ---------------------------------- From konrad.baginski at kb.se Tue Sep 27 05:28:37 2005 From: konrad.baginski at kb.se (Konrad Baginski) Date: Tue, 27 Sep 2005 11:28:37 +0200 Subject: [rt-users] almost there but still a small problem with installation Message-ID: <433910C5.30808@kb.se> Hi. It seems like i got the installation running, Apache is starting and fastCGI is loaded. Apache is run under the user wwwrun and the group www. Settings in the httpd.conf looks like this: ServerName x.domain.se Alias /rt "/opt/rt/share/html" #PerlModule Apache2 Apache::compat #PerlModule Apache::DBI #PerlRequire /opt/rt/bin/webmux.pl AllowOverride All Options ExecCGI FollowSymLinks RewriteEngine On RedirectMatch permanent (.*)/$ $1/index.html AddDefaultCharset UTF-8 Sethandler perl-script for the directory i have set the following persmissions chwon -R wwwrun:www /opt/rt chmod -R 755 /opt/rt when i restart apache2 the error_log shows: [Tue Sep 27 11:24:19 2005] [notice] caught SIGTERM, shutting down [Tue Sep 27 11:24:19 2005] [warn] Init: Session Cache is not configured [hint: SS\ LSessionCache] [Tue Sep 27 11:24:19 2005] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/\ suexec2) [Tue Sep 27 11:24:20 2005] [notice] FastCGI: process manager initialized (pid 268\ 36) [Tue Sep 27 11:24:20 2005] [notice] Apache/2.0.53 (Linux/SUSE) configured -- resu\ ming normal operations when i try to access http://mysite.domain.xx/rt i get Access denid. apache error_log says: [Tue Sep 27 11:20:41 2005] [error] [client 1.2.3.4] client denied by server configuration: /opt/rt/share/html/index.html i think this is an easy case to resolve, probably some permission settings. i run the entire setup on suse 9.3 with postgresql 8.0.3. i would be most thatnkful for any help. /konrad From joelp35 at yahoo.com Tue Sep 27 08:06:19 2005 From: joelp35 at yahoo.com (Joel p) Date: Tue, 27 Sep 2005 05:06:19 -0700 (PDT) Subject: [rt-users] EX_TEMPFAIL Message-ID: <20050927120619.19495.qmail@web60920.mail.yahoo.com> Group I got thrown into this RT. I am green. I have a question. When email is sent to support it gets to the mail que then stopes. it gives this error. delivery of mail with the command /usr/lib/sendmail -v -q -C/etc/mail/sendmail.cf .. Running /var/spool/mqueue/j8NHVDWt027735 (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 I am not sure where to go. I have searched the web. Please help. Thanks Joel __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From timothy-flynn at uiowa.edu Tue Sep 27 12:04:36 2005 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Tue, 27 Sep 2005 11:04:36 -0500 Subject: [rt-users] (no subject) Message-ID: I've just installed the latest RT with apache2 with Pg. I've got the login screen for the web but I can't login. I'm getting the "Your username or password is incorrect" message in the web browser. What account do I login with? When I look at the users table in the db I see nobody, root, and RT_System. I'm not sure what the root passoword is so I added a row for a new user with a user and password but I still get the same message. What is the procedure for setting up the first user so I can get into the web interface? Thanks, -Tim From timothy-flynn at uiowa.edu Tue Sep 27 12:23:42 2005 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Tue, 27 Sep 2005 11:23:42 -0500 Subject: [rt-users] (no subject) Message-ID: Thank you all. This worked the first time. This is missing from the manual installation docs unless I missed it :). Thanks again! -Tim -----Original Message----- From: Brookes, Iris [mailto:Iris.Brookes at tdsecurities.com] Sent: Tuesday, September 27, 2005 11:22 AM To: Flynn, Timothy J Subject: RE: [rt-users] (no subject) The root password is "password". You have to login as root, then setup user accounts. The account you added directly in the db is invalid. Regards, Iris Brookes -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Flynn, Timothy J Sent: Tuesday, September 27, 2005 12:05 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] (no subject) I've just installed the latest RT with apache2 with Pg. I've got the login screen for the web but I can't login. I'm getting the "Your username or password is incorrect" message in the web browser. What account do I login with? When I look at the users table in the db I see nobody, root, and RT_System. I'm not sure what the root passoword is so I added a row for a new user with a user and password but I still get the same message. What is the procedure for setting up the first user so I can get into the web interface? Thanks, -Tim _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com 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 Tue Sep 27 12:30:17 2005 From: putzoa at gmx.de (Andreas Putzo) Date: Tue, 27 Sep 2005 18:30:17 +0200 Subject: initial root password, was: [rt-users] (no subject) In-Reply-To: References: Message-ID: <200509271830.17557.putzoa@gmx.de> On Tuesday 27 September 2005 18:04, Flynn, Timothy J wrote: > I've just installed the latest RT with apache2 with Pg. I've got the > login screen for the web but I can't login. I'm getting the "Your > username or password is incorrect" message in the web browser. What > account do I login with? What about reading the README? quote NOTE: root's password for the web interface is "password" (without the quotes). Not changing this is a SECURITY risk! /quote ..the wiki? http://wiki.bestpractical.com/index.cgi?ManualInstallation ..the _documentation_ ?? Andreas From timothy-flynn at uiowa.edu Tue Sep 27 12:34:42 2005 From: timothy-flynn at uiowa.edu (Flynn, Timothy J) Date: Tue, 27 Sep 2005 11:34:42 -0500 Subject: initial root password, was: [rt-users] (no subject) Message-ID: My apologies. With all the dependancies, readmes, CPAN installs, and makes I've done to get this software running I must have missed this. I have been following it but I must have just glazed over it. Like I said before "unless I missed it :)". Thank you all for helping me in a time of need! BTW, password has been changed :) -Tim -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Andreas Putzo Sent: Tuesday, September 27, 2005 11:30 AM To: rt-users at lists.bestpractical.com Subject: Re: initial root password, was: [rt-users] (no subject) On Tuesday 27 September 2005 18:04, Flynn, Timothy J wrote: > I've just installed the latest RT with apache2 with Pg. I've got the > login screen for the web but I can't login. I'm getting the "Your > username or password is incorrect" message in the web browser. What > account do I login with? What about reading the README? quote NOTE: root's password for the web interface is "password" (without the quotes). Not changing this is a SECURITY risk! /quote ..the wiki? http://wiki.bestpractical.com/index.cgi?ManualInstallation ..the _documentation_ ?? 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 g.ennis at change-it.com Tue Sep 27 12:50:57 2005 From: g.ennis at change-it.com (Gonda Ennis) Date: Tue, 27 Sep 2005 12:50:57 -0400 Subject: [rt-users] what is /etc/httpd/conf/mason.conf Message-ID: Hi guys I'm not trying anything fancy - just a regular rt-3.4.4 install (but I have fallen down some black holes in the process.) Can somebody tell me what to do with this file - I don't find anything like it under my rt-3.4.2 install and httpd startup falls over on it Error on /etc/init.d/httpd start Starting httpd: Syntax error on line 6 of /etc/httpd/conf/mason.conf: SetHandler perl-script PerlHandler HTML::Mason::ApacheHandler Thanks -- ---------------------------------------------------------------------------------------- G . Ennis ---------------------------------------------------------------------------------------- From brent at skyblue.eu.org Tue Sep 27 13:21:22 2005 From: brent at skyblue.eu.org (Brent) Date: Tue, 27 Sep 2005 18:21:22 +0100 Subject: [rt-users] Queue admin Message-ID: <20050927172148.8201F4D816B@diesel.bestpractical.com> Hi I have several queues setup and on one of these queues my intention was to grant a specific user admin rights so they could add custom fields etc. I can see the configuration link fine and can use it, however when a user that I've granted queue admin rights to tries to get into the configuration link all they see is a page showing >|< RT 3.4.3 Copyright 1996-2005 Best Practical Solutions, LLC. Time to display: 0.018065 As you can see this is on rt 3.4.3 Thanks Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From LMcAbee at amex.com Tue Sep 27 13:20:59 2005 From: LMcAbee at amex.com (McAbee, Lawrence) Date: Tue, 27 Sep 2005 13:20:59 -0400 Subject: [rt-users] Transaction Batch question Message-ID: <089BE9FEB0AFD511978F00609707C02F0A8882A5@amex-srv-exch2.amex.com> It was my understanding that scripts in transaction batch mode only run once for a batch of transactions. I am running rt 3.4.2 on fedora core 4. I am seeing something that looks like the script being run for each transaction. [Mon Sep 26 22:53:51 2005] [info]: #614/8422 - Scrip 76 outbound-sync-modify (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Sep 26 22:53:52 2005] [info]: sent To: amex at XXX.net Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295) [Mon Sep 26 22:54:30 2005] [info]: #614/8423 - Scrip 76 outbound-sync-modify (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Sep 26 22:54:30 2005] [info]: sent To: amex at XXX.net Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295) [Mon Sep 26 22:55:27 2005] [info]: #614/8424 - Scrip 76 outbound-sync-modify (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Sep 26 22:55:28 2005] [info]: sent To: amex at XXX.net Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295) [Mon Sep 26 22:57:54 2005] [info]: #613/8425 - Scrip 76 outbound-sync-modify (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Sep 26 22:57:54 2005] [info]: sent To: amex at XXX.net Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295) [Mon Sep 26 22:58:08 2005] [info]: #613/8426 - Scrip 76 outbound-sync-modify (/opt/rt3/lib/RT/Action/SendEmail.pm:235) [Mon Sep 26 22:58:08 2005] [info]: sent To: amex at XXX.net Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:295) The above was for one committed change through jumbo. The change was two transactions (subject line, status). Am I miss reading it? The Scrip is configured to be TransactionBatch, and I am doing most of the work in the Template. From ruslan.zakirov at gmail.com Tue Sep 27 14:47:33 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 27 Sep 2005 22:47:33 +0400 Subject: [rt-users] (no subject) In-Reply-To: References: Message-ID: <589c944005092711475ab426c2@mail.gmail.com> On 9/27/05, Flynn, Timothy J wrote: > > I've just installed the latest RT with apache2 with Pg. I've got the > login screen for the web but I can't login. I'm getting the "Your > username or password is incorrect" message in the web browser. What > account do I login with? When I look at the users table in the db I see > nobody, root, and RT_System. I'm not sure what the root passoword is so > I added a row for a new user with a user and password but I still get > the same message. What is the procedure for setting up the first user > so I can get into the web interface? default password for root is "password" and delete records you've added because your DB now is not in consistent state. > > Thanks, > -Tim > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > 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 Sep 27 14:55:08 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 27 Sep 2005 22:55:08 +0400 Subject: [rt-users] almost there but still a small problem with installation In-Reply-To: <433910C5.30808@kb.se> References: <433910C5.30808@kb.se> Message-ID: <589c9440050927115587b03f5@mail.gmail.com> On 9/27/05, Konrad Baginski wrote: > Hi. > It seems like i got the installation running, Apache is starting and > fastCGI is loaded. > > Apache is run under the user wwwrun and the group www. > Settings in the httpd.conf looks like this: > > ServerName x.domain.se > > Alias /rt "/opt/rt/share/html" > #PerlModule Apache2 Apache::compat > #PerlModule Apache::DBI > #PerlRequire /opt/rt/bin/webmux.pl > > > AllowOverride All > Options ExecCGI FollowSymLinks > RewriteEngine On > RedirectMatch permanent (.*)/$ $1/index.html > AddDefaultCharset UTF-8 > Sethandler perl-script > > > > > for the directory i have set the following persmissions > chwon -R wwwrun:www /opt/rt > chmod -R 755 /opt/rt > > > when i restart apache2 the error_log shows: > [Tue Sep 27 11:24:19 2005] [notice] caught SIGTERM, shutting down > [Tue Sep 27 11:24:19 2005] [warn] Init: Session Cache is not configured > [hint: SS\ > LSessionCache] > [Tue Sep 27 11:24:19 2005] [notice] suEXEC mechanism enabled (wrapper: > /usr/sbin/\ > suexec2) > [Tue Sep 27 11:24:20 2005] [notice] FastCGI: process manager initialized > (pid 268\ > 36) > [Tue Sep 27 11:24:20 2005] [notice] Apache/2.0.53 (Linux/SUSE) > configured -- resu\ > ming normal operations > > > when i try to access http://mysite.domain.xx/rt i get Access denid. > apache error_log says: > [Tue Sep 27 11:20:41 2005] [error] [client 1.2.3.4] client denied by > server configuration: /opt/rt/share/html/index.html 1) Search engines are your friends http://marc.theaimsgroup.com/?l=rt-users&w=2&r=1&s=client+denied+by%0D%0Aserver+configuration&q=b 2) Your config is for mod_perl still even with commeted strings, check wiki to find example configs for FCGI. > > > > i think this is an easy case to resolve, probably some permission settings. > i run the entire setup on suse 9.3 with postgresql 8.0.3. > i would be most thatnkful for any help. > > /konrad > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Sep 27 14:59:07 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 27 Sep 2005 22:59:07 +0400 Subject: [rt-users] EX_TEMPFAIL In-Reply-To: <20050927120619.19495.qmail@web60920.mail.yahoo.com> References: <20050927120619.19495.qmail@web60920.mail.yahoo.com> Message-ID: <589c94400509271159652a5dc7@mail.gmail.com> On 9/27/05, Joel p wrote: > Group > > I got thrown into this RT. I am green. I have a question. When email is sent > to support it gets to the mail que then stopes. it gives this error. > > > delivery of mail with the command /usr/lib/sendmail -v -q > -C/etc/mail/sendmail.cf .. > Running /var/spool/mqueue/j8NHVDWt027735 (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 Try to run next command: cat some_email_message.eml | rt-mailgate --debug --queue general --action comment --url ... it should show debug output. If don't know how to get message file then add --debug option to your alias, run newaliases and send another testing mail, there is should be more info about error in the log. > > I am not sure where to go. I have searched the web. Please help. > Thanks > Joel > > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > > __________________________________________________ > Do You Yahoo!? > Tired of spam? Yahoo! Mail has the best spam protection around > http://mail.yahoo.com > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > 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 Sep 27 15:06:13 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 27 Sep 2005 23:06:13 +0400 Subject: [rt-users] what is /etc/httpd/conf/mason.conf In-Reply-To: References: Message-ID: <589c9440050927120638104924@mail.gmail.com> On 9/27/05, Gonda Ennis wrote: > > Hi guys > > I'm not trying anything fancy - just a regular rt-3.4.4 install (but I > have fallen down some black holes in the process.) > > Can somebody tell me what to do with this file - I don't find anything > like it under my rt-3.4.2 install and httpd startup falls over on it > > Error on /etc/init.d/httpd start > > Starting httpd: Syntax error on line 6 of /etc/httpd/conf/mason.conf: > > > the file: > > /etc/httpd/conf/mason.conf > > PerlSetVar MasonCompRoot "/var/www/html" > PerlSetVar MasonDataDir "/etc/httpd/mason" > PerlModule HTML::Mason::ApacheHandler > > > > SetHandler perl-script > PerlHandler HTML::Mason::ApacheHandler > > > > Thanks > > > -- > ---------------------------------------------------------------------------------------- > G . Ennis > ---------------------------------------------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Sep 27 15:07:14 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Tue, 27 Sep 2005 23:07:14 +0400 Subject: [rt-users] Queue admin In-Reply-To: <20050927172148.8201F4D816B@diesel.bestpractical.com> References: <20050927172148.8201F4D816B@diesel.bestpractical.com> Message-ID: <589c944005092712073a70ba16@mail.gmail.com> Did you grant him ShowConfigTab right? On 9/27/05, Brent wrote: > > Hi > I have several queues setup and on one of these queues my intention was to > grant a specific user admin rights so they could add custom fields etc. > I can see the configuration link fine and can use it, however when a user > that I've granted queue admin rights to tries to get into the configuration > link all they see is a page showing > > ?|? RT 3.4.3 Copyright 1996-2005 Best Practical Solutions, LLC. > > Time to display: 0.018065 > > > > As you can see this is on rt 3.4.3 > > > > Thanks > > Brent > > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 davidy at funkypenguin.co.za Mon Sep 26 04:33:33 2005 From: davidy at funkypenguin.co.za (David Young) Date: Mon, 26 Sep 2005 10:33:33 +0200 Subject: [rt-users] How do I determine the value of a group custom field? Message-ID: <20050927195643.4D6CC4D8179@diesel.bestpractical.com> Hi guys :) I'm trying to write some code, to go through my groups, and pull out each group name, along with the values of two group custom fields... and I'm stuck on how to get the custom field values :( Here's what I've got so far: ----------- % use RT::Groups; % my $Groups = new RT::Groups($session{'CurrentUser'}); % $Groups->LimitToUserDefinedGroups(); % while(my $Group = $Groups->Next) { <% $Group->Name %> ----------- Thanks! :) - David From ruslan.zakirov at gmail.com Tue Sep 27 16:08:27 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Wed, 28 Sep 2005 00:08:27 +0400 Subject: [rt-users] How do I determine the value of a group custom field? In-Reply-To: <20050927195643.4D6CC4D8179@diesel.bestpractical.com> References: <20050927195643.4D6CC4D8179@diesel.bestpractical.com> Message-ID: <589c944005092713084c9b548e@mail.gmail.com> On 9/26/05, David Young wrote: > Hi guys :) > > I'm trying to write some code, to go through my groups, and pull out each > group name, along with the values of two group custom fields... and I'm > stuck on how to get the custom field values :( > > Here's what I've got so far: > > ----------- > % use RT::Groups; > % my $Groups = new RT::Groups($session{'CurrentUser'}); > > % $Groups->LimitToUserDefinedGroups(); > % while(my $Group = $Groups->Next) { > > > <% $Group->Name %> See Record.pm, custom fields code now is generic and find lib | xargs grep '^sub.*CustomField' > ----------- > > > > 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 > -- Best regards, Ruslan. From tom at redpepperracing.com Tue Sep 27 16:12:27 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Tue, 27 Sep 2005 16:12:27 -0400 Subject: [rt-users] Suppressing 'Status' field in 3.4.4 Message-ID: <4339A7AB.70905@redpepperracing.com> Since the status field doesn't do what we want with our workflow, we are removing the 'Status' field from all pages where it is displayed. I think I have gotten them all, except for the Search page. I managed to get the one from the 'Add criteria' section, but for the life of me I can't get it out of the 'Display Columns' section. It seems to use /Elements/RT__Ticket/ColumnMap, but I've changed that in /opt/rt3/local, as well as the original source file, and it still shows up. I have stopped and restarted Apache, so I don't think it's that. I have checked var/mason_data/cache and it's empty. What am I missing? Is it using a direct query against the database? I can't think that it is.... Thanks Tom From archivintern at GreenCircle.de Tue Sep 27 17:16:15 2005 From: archivintern at GreenCircle.de (GreenCircle) Date: Tue, 27 Sep 2005 23:16:15 +0200 Subject: [rt-users] Lotus Notes Integration Message-ID: <4339B69F.3070109@GreenCircle.de> Hi, is it possible to integrate RT into Lotus Notes? Has anybody already worked on such a application? Thanks! Best Regards from the Oktoberfest in Munich (www.oktoberfest.de) Markus Dirr From Chris.Covington at plusone.com Tue Sep 27 18:16:37 2005 From: Chris.Covington at plusone.com (Covington, Chris) Date: Tue, 27 Sep 2005 18:16:37 -0400 Subject: [rt-users] Lotus Notes Integration Message-ID: > is it possible to integrate RT into Lotus Notes? > Has anybody already worked on such a application? Well if you have rt-mailgate working, that works with any email system. :) --- Chris Covington IT Plus One Health Management 75 Maiden Lane Suite 801 NY, NY 10038 646-312-6269 http://www.plusoneactive.com From carl at xena.IPAustralia.gov.au Tue Sep 27 19:58:25 2005 From: carl at xena.IPAustralia.gov.au (Carl Makin) Date: Wed, 28 Sep 2005 09:58:25 +1000 Subject: [rt-users] Lotus Notes Integration In-Reply-To: <4339B69F.3070109@GreenCircle.de> References: <4339B69F.3070109@GreenCircle.de> Message-ID: <4339DCA1.7040108@xena.ipaustralia.gov.au> Hi Markus, GreenCircle wrote: > is it possible to integrate RT into Lotus Notes? Has anybody already > worked on such a application? Unfortunately we use Notes here. The mail side works ok. You can setup aliases in the notes contact directory which redirect out to the RT queues making it easier for your users. The only problem we had was when management insisted on adding a disclaimer to outgoing mail the notes administrator was quick to find a notes based solution that ended up with lots of disclaimer crap in our RT database. A bit of thwacking with a clue stick and mimedefang on the unix border mail gateway fixed that. Carl. From torsten.brumm at kuehne-nagel.com Wed Sep 28 04:14:38 2005 From: torsten.brumm at kuehne-nagel.com (HAM-MI-IC Torsten Brumm) Date: Wed, 28 Sep 2005 10:14:38 +0200 Subject: AW: [rt-users] Problems creating remote rt3 database In-Reply-To: <000c01c5c313$e82941a0$0f00a8c0@HOUSTON> Message-ID: Hi, i had the same problem within the same environment. its easy to fix. My Solution (maybe not the best) is, start at the webserver also a mysql server just for install it clean... and make a dump from the db then import to the real mysql server. change the RT_Config/SiteConfig and point to the real mysql server(check the DB Rights) For me it works.... Thanks in advance .... : Torsten Brumm : IT Security Engineer : : Kuehne + Nagel : HAM - MI-C : : Ferdinand Strasse 29-33 : 20095 Hamburg : : +49 (40) 329 15 199 : +49 (40) 329 15 500 : : torsten.brumm at kuehne-nagel.com : www.kn-portal.com : icq: 78258840 .... -----Urspr?ngliche Nachricht----- Von: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] Im Auftrag von Cameron Beattie Gesendet: Dienstag, 27. September 2005 05:31 An: rt-users at lists.bestpractical.com Betreff: [rt-users] Problems creating remote rt3 database I have two servers. Server A runs MySQL. Server B runs apache with rt3.4.4. Server A mysql >grant all privileges on *.* to 'root'@'ServerB'; Server B vi /opt/rt3/etc/RT_SiteConfig.pm Set($DatabaseHost , 'ServerA'); Set($DatabaseRTHost , 'ServerB'); Set($DatabaseUser , 'rt_remote'); Set($DatabasePassword , 'password'); Set($DatabaseName , 'rt3'); When I run make initialize-database I get the following message: Now creating a database for RT. Creating mysql database rt3. Now populating database schema. Creating database schema. Done setting up database schema. Now inserting database ACLs DBD::mysql::st execute failed: Access denied for user 'root'@'ServerA' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 341. Problem with statement: GRANT SELECT,INSERT,CREATE,INDEX,UPDATE,DELETE ON rt3.* TO rt_remote@'ServerA' IDENTIFIED BY 'password'; Access denied for user 'root'@'ServerA' to database 'rt3' at //opt/rt3/sbin/rt-setup-database line 342. make: *** [initialize-database] Error 255 Could anyone advise what I am doing wrong? Many thanks Cameron Beattie _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Srinivas.Balan at Sierraatlantic.com Wed Sep 28 05:44:20 2005 From: Srinivas.Balan at Sierraatlantic.com (Srinivas Balan) Date: Wed, 28 Sep 2005 02:44:20 -0700 Subject: [rt-users] double mails ... Message-ID: <6F8DCE5A917BD611A0E0009027B6F905062B15E7@ns.sierraopt.com> Hi All, When we send a mail using RT application, the requestor is getting two mails. Pl. can u guide me like whats program in RT which is sending these two mails. when i test at os prompt giving mail command I see only one mail. Thanks and Regards, Srinivas Balan "The information contained in this message and the attachments (if any) may be privileged and confidential and protected from disclosure. You are hereby notified that any unauthorized use, dissemination, distribution or copying of this communication, review, retransmission, or taking of any action based upon this information, by persons or entities other than the intended recipient, is strictly prohibited. If you are not the intended recipient or an employee or agent responsible for delivering this message, and have received this communication in error, please notify us immediately by replying to the message and kindly delete the original message, attachments, if any, and all its copies from your computer system. Thank you for your cooperation." From popeye at popeye.ws Wed Sep 28 07:08:12 2005 From: popeye at popeye.ws (popeye) Date: Wed, 28 Sep 2005 15:08:12 +0400 Subject: [rt-users] Few things in RT that annoy me and my support. In-Reply-To: <200509231516.08366.popeye@popeye.ws> References: <200509231516.08366.popeye@popeye.ws> Message-ID: <200509281508.12588.popeye@popeye.ws> Thanx alot to Ruslan Zakirov. Its some fixes for epty list in search and on first page in "newest unowned tickets". Problem was: If user don't have right for queue then he not see tickets from this queue but RT reserve row for it in result, so we have small tickets on first page and in search result.. How to fix: We need search in database by queues which user have granted to see, not by all queues, so RT wouldn't reserve row for unnecessary queues. It must speed up your first page too. This code i put in share/html/Elements/MyRequests Code is my (i'm not perl master) so maybe you could make it "cleaner" 1) find <%init> ... section. 2) replace all to following code: <%init> my $rows = $RT::MyRequestsLength; my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; my $Qadd = ""; my $CheckQueueRight = 'SeeQueue; my $q=new RT::Queues($session{'CurrentUser'}); $q->UnLimit; while (my $queue=$q->Next) { if ($queue->CurrentUserHasRight($CheckQueueRight)) { $Qadd .= " OR Queue= '".$queue->Id."'"; } } $Qadd =~ s/^\s*OR//; $Query .= " AND (".$Qadd.")"; my $QueryString = ""; $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); so we have full list of requests now. Seems exactly like MyRequestsLength value... I think this code we can put to searches too, but i didn't test it. On Friday 23 September 2005 15:16, popeye wrote: > Ok i'm new in lis but using RT since May and now i have 3GB of tickets and > 4 supporters which work with them.. > > We use 3.4.4 but it after upgrade from 3.2.3, > We on FreeBSD 5.3, apache 1.3.x, mysql 4.1.14, mod_perl 1.29, perl 5.8.6 > This systems have 1G of RAM. > Intel(R) Pentium(R) 4 CPU 2.40GHz > > RT DB have 115,410 of tickets (a lot of deleted bacause of spam) > 2.3 GB of Attachements > 1,347,963 - CachedGroupMembers > Transactions - 505,764 > and for last Users table - 84,472.. > We use RT for support our products, so our users send to public mails we > receive it into RT then support answer and resolve on tickets... > > And now problems: > 1. it's slow for us.. i think because we have so large db > innodb parameters: > innodb_buffer_pool_size=256M > innodb_additional_mem_pool_size=2M > sort_buffer=2M > > 2. 30 newest unowned tickets > i set it for 10.000 tickets on ferst page - because i don't know why (but > thing because deleted tickets) it not show me 200 if i set it to 200... it > show me only 20-30 but old tickets (which have user Nobody and support not > resolve yet) it don't show.. same thing if i click on this link on top of > table (10000 newest unowned tickets ) -> i moved to search page, but page > empty, i click Next there only 2 tickets then again click on Next, there no > tickets. > When i set $MyRequestsLength to 10.000 it not show me 10.000 mails it show > me mails at about 1000. If i click on link "10000 newest unowned tickets" > it show me Found 30,762 tickets. > I search in mail list about this and I thing it is like this old mails > http://lists.bestpractical.com/pipermail/rt-devel/2002-October/002650.html > http://lists.bestpractical.com/pipermail/rt-users/2003-December/019008.html > but no solutions how to fix it.. > > 3. After upgrade to 3.4.4 i get interesting bug "Empty mail history" i > click on ticket -> it show me all except headers and history of mail.. I > restart apache it shows again.. Sometimes it not shows when i restart > apache, then i restart mysql it show me history again.. Deleteing files in > var/mason_data not help. This occurs every day. > > 4. After upgrade to 3.4.4 session table is crashed every day too, i must > repair this table.. I set write apache sessions, but not thing thats ok.. > > Well, help me please. sorry for my english. I will glad listen any help > about my problems. Thank you. > > P.S. I like RT very much.. > P.P.S. I know Ruslan Zarikov developer of RT. I want talk with you by icq > or email on russian. if you don't mind > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 Wed Sep 28 08:28:07 2005 From: joelp35 at yahoo.com (Joel p) Date: Wed, 28 Sep 2005 05:28:07 -0700 (PDT) Subject: [rt-users] Re: EX_TEMPFAIL Message-ID: <20050928122807.9330.qmail@web60922.mail.yahoo.com> Group I got thrown into this RT. I am green. I have a question. When email is sent to support it gets to the mail que then stops. It gives this error. delivery of mail with the command /usr/lib/sendmail -v -q -C/etc/mail/sendmail.cf .. Running /var/spool/mqueue/j8NHVDWt027735 (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 I am not sure where to go. I have searched the web. Please help. Thanks Joel --------------------------------- Yahoo! for Good Click here to donate to the Hurricane Katrina relief effort. -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Wed Sep 28 09:20:39 2005 From: les at futuresource.com (Les Mikesell) Date: Wed, 28 Sep 2005 08:20:39 -0500 Subject: [rt-users] Re: EX_TEMPFAIL In-Reply-To: <20050928122807.9330.qmail@web60922.mail.yahoo.com> References: <20050928122807.9330.qmail@web60922.mail.yahoo.com> Message-ID: <1127913638.17189.5.camel@les-home.futuresource.com> On Wed, 2005-09-28 at 07:28, Joel p wrote: > Running /var/spool/mqueue/j8NHVDWt027735 (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 Try accessing: http://137.218.0.4/rt/REST/1.0/NoAuth/mail-gateway with a browser. If you get a login/password prompt you need to reconfigure apache to not use authentication for the /NoAuth directory. You may also have more details in the error_log under /var/log/httpd to show why this isn't working. If not, add --debug to the rt-mailgate arguments in the alias and run newaliases, then try again and it should show more in /var/log/maillog. -- Les Mikesell les at futuresource.com From enediel at hotmail.com Wed Sep 28 09:34:47 2005 From: enediel at hotmail.com (enediel gonzalez) Date: Wed, 28 Sep 2005 13:34:47 +0000 Subject: [rt-users] ITIL? Message-ID: Hello everyone? Does the request tracker follows the ITIL specifications? Maybe this is question doesn't out of sense, somebody came to me asking for this. thanks in advance for any answer Enediel Linux user 398956 From m-liebman at northwestern.edu Wed Sep 28 09:39:49 2005 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 28 Sep 2005 09:39:49 -0400 Subject: [rt-users] ITIL? In-Reply-To: References: Message-ID: <20050928133949.GA6291@SDF.LONESTAR.ORG> On Wed, Sep 28, 2005 at 01:34:47PM +0000, enediel gonzalez wrote: > Does the request tracker follows the ITIL specifications? > Maybe this is question doesn't out of sense, somebody came to me asking for > this. Answered in August. http://lists.fsck.com/pipermail/rt-users/2005-August/032981.html Basically, it's all in how you configure RT. 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 rkagan at yorku.ca Wed Sep 28 09:43:36 2005 From: rkagan at yorku.ca (Ramon Kagan) Date: Wed, 28 Sep 2005 09:43:36 -0400 (EDT) Subject: [rt-users] ITIL? In-Reply-To: References: Message-ID: Greetings, If you mean, does RT comply with all of ITIL, the answer is no. However, that is only if you are implementing the complete ITIL framework. We use RT as a component of our ITIL implementation, i.e. for incidents and change management (i.e. approvals). Remember that ITIL is just a framework, how one implements it will differ from another. RT can be customized to fit ones needs for some of the modules if they know what they want. Personally I do not believe anything follows ITIL since ITIL is not a set of rules, just guidelines. 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 Wed, 28 Sep 2005, enediel gonzalez wrote: > Hello everyone? > > Does the request tracker follows the ITIL specifications? > Maybe this is question doesn't out of sense, somebody came to me asking for > this. > > > thanks in advance for any answer > 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 > > From sames at officescape.com Wed Sep 28 10:21:38 2005 From: sames at officescape.com (Steven E. Ames) Date: Wed, 28 Sep 2005 09:21:38 -0500 Subject: [rt-users] Where to see 3.5+ Interface changes? Message-ID: I've heard that there are some interesting Interface enhancements coming down the pipe after the 3.4 branch. Is there a bleeding edge RT where we could peek at what's coming? From joelp35 at yahoo.com Wed Sep 28 10:24:44 2005 From: joelp35 at yahoo.com (Joel p) Date: Wed, 28 Sep 2005 07:24:44 -0700 (PDT) Subject: [rt-users] Help error exited with EX_TEMPFAIL In-Reply-To: Message-ID: <20050928142444.39234.qmail@web60922.mail.yahoo.com> I am getting the error. delivery of mail with the command /usr/lib/sendmail -v -q -C/etc/mail/sendmail.cf .. Running /var/spool/mqueue/j8NHVDWt027735 (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 Can someone please help Thanks --------------------------------- Yahoo! for Good Click here to donate to the Hurricane Katrina relief effort. -------------- next part -------------- An HTML attachment was scrubbed... URL: From barnesaw at ucrwcu.rwc.uc.edu Wed Sep 28 10:41:55 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Wed, 28 Sep 2005 10:41:55 -0400 Subject: [rt-users] Where to see 3.5+ Interface changes? In-Reply-To: References: Message-ID: <433AABB3.2000600@ucrwcu.rwc.uc.edu> Steven E. Ames wrote: > I've heard that there are some interesting Interface enhancements coming down the pipe after the 3.4 branch. Is there a bleeding edge RT where we could peek at what's coming? > You can either check out the svn branches, or download the 3.5.5 development version. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 S.G.Tranter at lboro.ac.uk Wed Sep 28 10:46:20 2005 From: S.G.Tranter at lboro.ac.uk (Stewart Tranter) Date: Wed, 28 Sep 2005 15:46:20 +0100 Subject: [rt-users] Where to see 3.5+ Interface changes? In-Reply-To: <433AABB3.2000600@ucrwcu.rwc.uc.edu> References: <433AABB3.2000600@ucrwcu.rwc.uc.edu> Message-ID: <433AACBC.6000804@lboro.ac.uk> Drew Barnes wrote: > > > Steven E. Ames wrote: > >> I've heard that there are some interesting Interface enhancements >> coming down the pipe after the 3.4 branch. Is there a bleeding edge RT >> where we could peek at what's coming? >> > > > You can either check out the svn branches, or download the 3.5.5 > development version. > 3.5.5 isn't that bleeding edge either, it's pretty stable! 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 mikef at pocketlint.com Wed Sep 28 10:30:39 2005 From: mikef at pocketlint.com (Mike Forrester) Date: Wed, 28 Sep 2005 08:30:39 -0600 Subject: [rt-users] Where to see 3.5+ Interface changes? In-Reply-To: References: Message-ID: <20050928143039.GA15544@bandsaw.packetstate.com> I also have some questions about 3.5: 1) When is the estimated time for this to become a stable release? 2) Is there a list somewhere of the changes and enhancements made since 3.4? We are on the verge of rolling out RT in the next 2-3 weeks and I'd like to use the most recent version for the deployment. If 3.5 is expected to be stable in the next few weeks, I'd prefer to hold off official deployment and training. Thanks, Mike On Wed, Sep 28, 2005 at 09:21:38AM -0500, Steven E. Ames wrote: > > I've heard that there are some interesting Interface enhancements coming down the pipe after the 3.4 branch. Is there a bleeding edge RT where we could peek at what's coming? From tmaciak at ci.grand-rapids.mi.us Wed Sep 28 10:53:45 2005 From: tmaciak at ci.grand-rapids.mi.us (tmaciak at ci.grand-rapids.mi.us) Date: Wed, 28 Sep 2005 10:53:45 -0400 Subject: [rt-users] Save some DIGITAL space and confusion in RT.LOG - possible modification for all updates of RT Message-ID: <"H0000c1a006eed36.1127919224.frozone.grand-rapids.mi.us*"@MHS> I have been running RT now for a few months and was not able to find the source of The following pollution in the RT.log file. ===[START EXAMPLE] [Wed Sep 28 10:39:44 2005] [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /opt/rt3/lib/RT/Queue_Overlay.pm line 516. (/opt/rt3/local/lib/RT_Local.pm:104) [Wed Sep 28 10:39:44 2005] [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /opt/rt3/lib/RT/Queue_Overlay.pm line 516. (/opt/rt3/local/lib/RT_Local.pm:104) [Wed Sep 28 10:39:44 2005] [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /opt/rt3/lib/RT/Queue_Overlay.pm line 516. ===[END EXAMPLE] But I have finally found it and changed the necessary file!!! Now I have reduced the log pollution majorly!!! I recommend this change be added to all future versions of RT - and to be modified in all existing RT installations by the administrator of that system. It is easy and will save you mindless headaches! The source of this frustration is the "SPREADSHEET" option of the queue listings. I changed Results.tsv and placed it in the following folder: /opt/rt3/local/html/Search/Results.tsv ===[START MODIFICATION] # TJM - 09/28/05 - Updated the reference to CustomFields because of this error message in logs: # [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead # my $cfs = $Ticket->QueueObj->CustomFields(); my $cfs = $Ticket->QueueObj->TicketCustomFields(); ===[END MODIFICATION] T.J. Maciak Internet/Intranet Developer Department of IT City of Grand Rapids P: (616)456-3713 F: (616)456-3448 From popeye at popeye.ws Wed Sep 28 11:12:34 2005 From: popeye at popeye.ws (popeye) Date: Wed, 28 Sep 2005 19:12:34 +0400 Subject: [rt-users] Few things in RT that annoy me and my support. In-Reply-To: <200509281508.12588.popeye@popeye.ws> References: <200509231516.08366.popeye@popeye.ws> <200509281508.12588.popeye@popeye.ws> Message-ID: <200509281912.34602.popeye@popeye.ws> also if somebody wants make delete and take on index page make this updates.. in share/html/Elements/MyRequests do this replace Format to this Format => "'__id__/TITLE:#', '__S ubject__/TITLE:Subject', QueueName, ExtendedStatus, CreatedRelative, '".loc('Take'). "/TITLE: ','".loc('Delete')."/TITLE: ' ", (here is just add links to adding "Take" and "Delete" actions on first page) so your support ca delete or take tickets from first page... I think we need some actions on tickets from first page or search pages, cause if you have large traffic of tickets then you have more spam, then your DB is slower and slower and alot of clicking may annoy your support.. so some actions (example checkboxes on tickets like in phpMyAdmin on tables or rows) to delete tickets, necessary for that.. I hope we will see it the future RT systems.. On Wednesday 28 September 2005 15:08, popeye wrote: > Thanx alot to Ruslan Zakirov. > Its some fixes for epty list in search and on first page in "newest > unowned tickets". > Problem was: If user don't have right for queue then he not see tickets > from this queue but RT reserve row for it in result, so we have small > tickets on first page and in search result.. > > How to fix: > We need search in database by queues which user have granted to see, not by > all queues, so RT wouldn't reserve row for unnecessary queues. > It must speed up your first page too. > > This code i put in share/html/Elements/MyRequests > Code is my (i'm not perl master) so maybe you could make it "cleaner" > > 1) find <%init> ... section. > 2) replace all to following code: > > <%init> > my $rows = $RT::MyRequestsLength; > > my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; > > my $Qadd = ""; > > my $CheckQueueRight = 'SeeQueue; > > my $q=new RT::Queues($session{'CurrentUser'}); > $q->UnLimit; > > while (my $queue=$q->Next) { > if ($queue->CurrentUserHasRight($CheckQueueRight)) { > $Qadd .= " OR Queue= '".$queue->Id."'"; > } > } > $Qadd =~ s/^\s*OR//; > $Query .= " AND (".$Qadd.")"; > > > my $QueryString = ""; > $QueryString = '?' . $m->comp('/Elements/QueryString', > Query => $Query, > Order => 'DESC', > OrderBy => 'Priority') if ($Query); > > > > so we have full list of requests now. Seems exactly like MyRequestsLength > value... > I think this code we can put to searches too, but i didn't test it. > > On Friday 23 September 2005 15:16, popeye wrote: > > Ok i'm new in lis but using RT since May and now i have 3GB of tickets > > and 4 supporters which work with them.. > > > > We use 3.4.4 but it after upgrade from 3.2.3, > > We on FreeBSD 5.3, apache 1.3.x, mysql 4.1.14, mod_perl 1.29, perl 5.8.6 > > This systems have 1G of RAM. > > Intel(R) Pentium(R) 4 CPU 2.40GHz > > > > RT DB have 115,410 of tickets (a lot of deleted bacause of spam) > > 2.3 GB of Attachements > > 1,347,963 - CachedGroupMembers > > Transactions - 505,764 > > and for last Users table - 84,472.. > > We use RT for support our products, so our users send to public mails we > > receive it into RT then support answer and resolve on tickets... > > > > And now problems: > > 1. it's slow for us.. i think because we have so large db > > innodb parameters: > > innodb_buffer_pool_size=256M > > innodb_additional_mem_pool_size=2M > > sort_buffer=2M > > > > 2. 30 newest unowned tickets > > i set it for 10.000 tickets on ferst page - because i don't know why (but > > thing because deleted tickets) it not show me 200 if i set it to 200... > > it show me only 20-30 but old tickets (which have user Nobody and support > > not resolve yet) it don't show.. same thing if i click on this link on > > top of table (10000 newest unowned tickets ) -> i moved to search page, > > but page empty, i click Next there only 2 tickets then again click on > > Next, there no tickets. > > When i set $MyRequestsLength to 10.000 it not show me 10.000 mails it > > show me mails at about 1000. If i click on link "10000 newest unowned > > tickets" it show me Found 30,762 tickets. > > I search in mail list about this and I thing it is like this old mails > > http://lists.bestpractical.com/pipermail/rt-devel/2002-October/002650.htm > >l > > http://lists.bestpractical.com/pipermail/rt-users/2003-December/019008.ht > >ml but no solutions how to fix it.. > > > > 3. After upgrade to 3.4.4 i get interesting bug "Empty mail history" i > > click on ticket -> it show me all except headers and history of mail.. I > > restart apache it shows again.. Sometimes it not shows when i restart > > apache, then i restart mysql it show me history again.. Deleteing files > > in var/mason_data not help. This occurs every day. > > > > 4. After upgrade to 3.4.4 session table is crashed every day too, i must > > repair this table.. I set write apache sessions, but not thing thats ok.. > > > > Well, help me please. sorry for my english. I will glad listen any help > > about my problems. Thank you. > > > > P.S. I like RT very much.. > > P.P.S. I know Ruslan Zarikov developer of RT. I want talk with you by icq > > or email on russian. if you don't mind > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at 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 Wed Sep 28 13:27:43 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 28 Sep 2005 13:27:43 -0400 Subject: [rt-users] Save some DIGITAL space and confusion in RT.LOG - possible modification for all updates of RT In-Reply-To: <"H0000c1a006eed36.1127919224.frozone.grand-rapids.mi.us*"@MHS> References: <"H0000c1a006eed36.1127919224.frozone.grand-rapids.mi.us*"@MHS> Message-ID: <20050928172743.GL22720@bestpractical.com> On Wed, Sep 28, 2005 at 10:53:45AM -0400, tmaciak at ci.grand-rapids.mi.us wrote: > I have been running RT now for a few months and was not able to find the source of > The following pollution in the RT.log file. Thanks. This fix will be in 3.4.5 > > ===[START EXAMPLE] > > [Wed Sep 28 10:39:44 2005] [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /opt/rt3/lib/RT/Queue_Overlay.pm line 516. > (/opt/rt3/local/lib/RT_Local.pm:104) > [Wed Sep 28 10:39:44 2005] [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /opt/rt3/lib/RT/Queue_Overlay.pm line 516. > (/opt/rt3/local/lib/RT_Local.pm:104) > [Wed Sep 28 10:39:44 2005] [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead at /opt/rt3/lib/RT/Queue_Overlay.pm line 516. > ===[END EXAMPLE] > > But I have finally found it and changed the necessary file!!! Now I have reduced the log pollution majorly!!! > I recommend this change be added to all future versions of RT - and to be modified in all existing RT installations by the administrator of that system. It is easy and will save you mindless headaches! > > The source of this frustration is the "SPREADSHEET" option of the queue listings. > > I changed Results.tsv and placed it in the following folder: > /opt/rt3/local/html/Search/Results.tsv > > ===[START MODIFICATION] > # TJM - 09/28/05 - Updated the reference to CustomFields because of this error message in logs: > # [warning]: Queue->CustomFields is deprecated, use Queue->TicketCustomFields instead > # my $cfs = $Ticket->QueueObj->CustomFields(); > my $cfs = $Ticket->QueueObj->TicketCustomFields(); > ===[END MODIFICATION] > > T.J. Maciak > > Internet/Intranet Developer > Department of IT > City of Grand Rapids > P: (616)456-3713 > F: (616)456-3448 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com > -- From scottf at eacceleration.com Wed Sep 28 13:31:05 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Wed, 28 Sep 2005 10:31:05 -0700 Subject: [rt-users] Few things in RT that annoy me and my support. Message-ID: <1127928665.19707.6.camel@scottf.site> Thanks! This bit of code works perfectly! We've been trying to have multiple departments use the same instance of RT so we could all use the same RTFM, but when the other departments would get a rush of tickets, all the unowned tickets for our department would disappear. Popeye, you may not be a 'perl master', but you are way ahead of me! Thanks again, this list is one of the best on the net. Scott =============== Thanx alot to Ruslan Zakirov. Its some fixes for epty list in search and on first page in "newest unowned tickets". Problem was: If user don't have right for queue then he not see tickets from this queue but RT reserve row for it in result, so we have small tickets on first page and in search result.. How to fix: We need search in database by queues which user have granted to see, not by all queues, so RT wouldn't reserve row for unnecessary queues. It must speed up your first page too. This code i put in share/html/Elements/MyRequests Code is my (i'm not perl master) so maybe you could make it "cleaner" 1) find <%init> ... section. 2) replace all to following code: <%init> my $rows = $RT::MyRequestsLength; my $Query = "Owner = 'Nobody' AND ( Status = 'new' OR Status = 'open')"; my $Qadd = ""; my $CheckQueueRight = 'SeeQueue; my $q=new RT::Queues($session{'CurrentUser'}); $q->UnLimit; while (my $queue=$q->Next) { if ($queue->CurrentUserHasRight($CheckQueueRight)) { $Qadd .= " OR Queue= '".$queue->Id."'"; } } $Qadd =~ s/^\s*OR//; $Query .= " AND (".$Qadd.")"; my $QueryString = ""; $QueryString = '?' . $m->comp('/Elements/QueryString', Query => $Query, Order => 'DESC', OrderBy => 'Priority') if ($Query); so we have full list of requests now. Seems exactly like MyRequestsLength value... I think this code we can put to searches too, but i didn't test it. -- Thanks! Scott Frisbie (Friz) 8^) scottf at scottfrisbie.com -- You may dispense with the pleasantries, Commander. I'm here to put you back on schedule. Darth Vader, Return of the Jedi -- From davetaylor at frontiernet.net Wed Sep 28 14:00:53 2005 From: davetaylor at frontiernet.net (Dave Taylor) Date: Wed, 28 Sep 2005 14:00:53 -0400 Subject: [rt-users] Issue with rt2 to rt3 conversion Message-ID: <20050928180053.2D55B364128@relay01.roc.ny.frontiernet.net> OS info: Linux xxxx 2.4.26-1-xeon #1 SMP Mon Jul 26 11:53:48 EDT 2004 i686 GNU/Linux Installed RT3 using Debian package installer (request-tracker3 package) Old RT version: 2.0.15 New RT version: 3.0.11-3 The dump from rt2 goes fine, no errors. Output from dumpfile-to-rt3.0 is as follows: /* Start output */ Importing users ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................................ ............................................................... Importing groups [Wed Sep 28 17:12:53 2005] [crit]: 1 (/usr/share/request-tracker3/lib/RT/ACE_Overlay.pm:884) [Wed Sep 28 17:12:53 2005] [crit]: Can't load a principal for id (/usr/share/request-tracker3/lib/RT/ACE_Overlay.pm:885) Importing tickets...t-1 .t-4 .t-15 .t-325 .t-326 .t-327 .t-328 .t-329 .t-330 .t-331 .t-332 .t-333 .t-334 .t-335 .t-336 .t-338 .t-339 .t-340 .t-341 .t-342 .t-343 .t-344 .t-345 .t-346 .t-347 .t-348 .t-349 .t-350 .t-351 .t-352 [Wed Sep 28 17:13:19 2005] [crit]: What do I do with OldValue for HASH(0x937aefc). It is a HASH at ./dumpfile-to-rt-3.0 line 348. (/usr/share/request-tracker3/lib/RT.pm:257) /* End Output */ As you can see, I got errors importing the groups and then after it imported 30 tickets. I am able to log into the web interface and see these 30 tickets as well as all of my groups. I have been searching the mailing list archives for the error seen during the ticket import but haven't found an answer to the error. Can anybody shed some light on this for me, it would be appreciated. If I have left out any pertinent information, please let me know and I apologize in advance. Thanks, Dave From tom at redpepperracing.com Wed Sep 28 14:04:58 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 28 Sep 2005 14:04:58 -0400 Subject: [rt-users] Issue with rt2 to rt3 conversion In-Reply-To: <20050928180053.2D55B364128@relay01.roc.ny.frontiernet.net> References: <20050928180053.2D55B364128@relay01.roc.ny.frontiernet.net> Message-ID: <433ADB4A.7070000@redpepperracing.com> Dave Taylor wrote: > As you can see, I got errors importing the groups and then after it imported > 30 tickets. I am able to log into the web interface and see these 30 > tickets as well as all of my groups. I have been searching the mailing list > archives for the error seen during the ticket import but haven't found an > answer to the error. > > Can anybody shed some light on this for me, it would be appreciated. If I > have left out any pertinent information, please let me know and I apologize > in advance. > I had problems with the import due to a too new version of DBIx::SearchBuilder, I believe. I ran the dump out of RT2 with the version specified for RT2 (0.48 I believe) and then I upgraded to the version required for RT3 (I used RT 3.2.3 so not sure what version it was off hand) and then ran the dump into RT3 without any problems. Might want to check that out, along with any other tips that come along. Tom From davetaylor at frontiernet.net Wed Sep 28 15:01:28 2005 From: davetaylor at frontiernet.net (Dave Taylor) Date: Wed, 28 Sep 2005 15:01:28 -0400 Subject: [rt-users] Issue with rt2 to rt3 conversion In-Reply-To: <433ADB4A.7070000@redpepperracing.com> Message-ID: <20050928190128.337A43654A3@relay01.roc.ny.frontiernet.net> Thanks Tom, that wasn't really my answer, but you pushed me in the right direction. Chalk this one up to the DUH factor. I was using an older version of the conversion script (1.11). I downloaded 1.21 and it works beautifully. Thanks again. Dave -----Original Message----- From: Tom Lichti [mailto:tom at redpepperracing.com] Sent: Wednesday, September 28, 2005 2:05 PM To: Dave Taylor Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Issue with rt2 to rt3 conversion Dave Taylor wrote: > As you can see, I got errors importing the groups and then after it > imported 30 tickets. I am able to log into the web interface and see > these 30 tickets as well as all of my groups. I have been searching > the mailing list archives for the error seen during the ticket import > but haven't found an answer to the error. > > Can anybody shed some light on this for me, it would be appreciated. > If I have left out any pertinent information, please let me know and I > apologize in advance. > I had problems with the import due to a too new version of DBIx::SearchBuilder, I believe. I ran the dump out of RT2 with the version specified for RT2 (0.48 I believe) and then I upgraded to the version required for RT3 (I used RT 3.2.3 so not sure what version it was off hand) and then ran the dump into RT3 without any problems. Might want to check that out, along with any other tips that come along. Tom From tom at redpepperracing.com Wed Sep 28 15:04:41 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 28 Sep 2005 15:04:41 -0400 Subject: [rt-users] Issue with rt2 to rt3 conversion In-Reply-To: <20050928190128.337A43654A3@relay01.roc.ny.frontiernet.net> References: <20050928190128.337A43654A3@relay01.roc.ny.frontiernet.net> Message-ID: <433AE949.10702@redpepperracing.com> Dave Taylor wrote: > Thanks Tom, that wasn't really my answer, but you pushed me in the right > direction. Chalk this one up to the DUH factor. I was using an older > version of the conversion script (1.11). I downloaded 1.21 and it works > beautifully. > > Thanks again. > Dave > Ah. Well, glad I helped anyway. The latest is1.23, I believe, but if 1.21 works for you, then great. Tom From tom at redpepperracing.com Wed Sep 28 15:41:27 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 28 Sep 2005 15:41:27 -0400 Subject: [rt-users] Problem with command-line tool Message-ID: <433AF1E7.1020805@redpepperracing.com> I'm trying to use the /opt/rt3/bin/rt command line tool, and it's failing and I can't figure out why. The log from debug shows: 404 Not Found

Not Found

The requested URL />/REST/1.0/search/ticket was not found on this server.

Obviously the URL is not correct, if the /> wasn't there, I think it would work. Question is, how do I get rid of it? Thanks Tom From tom at redpepperracing.com Wed Sep 28 15:42:57 2005 From: tom at redpepperracing.com (Tom Lichti) Date: Wed, 28 Sep 2005 15:42:57 -0400 Subject: [rt-users] Problem with command-line tool In-Reply-To: <433AF1E7.1020805@redpepperracing.com> References: <433AF1E7.1020805@redpepperracing.com> Message-ID: <433AF241.5060009@redpepperracing.com> Tom Lichti wrote: > I'm trying to use the /opt/rt3/bin/rt command line tool, and it's > failing and I can't figure out why. The log from debug shows: > > 404 Not Found > >

Not Found

> The requested URL />/REST/1.0/search/ticket was not found on this > server.

> > Obviously the URL is not correct, if the /> wasn't there, I think > it would work. Question is, how do I get rid of it? Oh, the user, password and query are being sent correctly, and this is with RT 3.4.4 Tom From fmml at cedval.org Wed Sep 28 18:59:08 2005 From: fmml at cedval.org (Francois Meehan) Date: Wed, 28 Sep 2005 18:59:08 -0400 (EDT) Subject: [rt-users] Mail return path on correspondance... In-Reply-To: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> References: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> Message-ID: <3380.192.168.41.21.1127948348.squirrel@whoami7.cedval.org> Hi all, I have tranfer RT to a new server, all is ok but, on the correspondance mail sent by RT, the "Return-Path" of emails are set to apache at myserver.mydomain.com. Because of this, some e-mails could not get to their destinations... How can we fix this? Regards, Francois Random Thought: --------------- They are ill discoverers that think there is no land, when they can see nothing but sea. -- Francis Bacon From r at elhames.co.uk Wed Sep 28 19:11:10 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 29 Sep 2005 00:11:10 +0100 Subject: [rt-users] losing the webrt.css customisation Message-ID: <004001c5c481$ea1e80a0$52c593c3@tiger> This is probably off topic and I apologise in advance but I've got a very strange problem, I have the development server and stagging server both have: Apache2/mod_perl v2.000001/perl 5.8.7/HTML::Mason v1.30/HTML::Mason::ApacheHandler v1.69/rt-3.4.4 the stagging server is running ssl the OS on both is gentoo but different release because of different hardware (not sure if that effect anything) , the files on the two servers are the same ...for some strange reason I am losing the style sheet css on the staging server as if NoAuth/webrt.css does not exist .. I even copied my customised webrt.css from local/html to share/html with no effect , have anyone came across this, the logs are not giving anything to indicate a problem .. the chown:chgrp on local/NoAuth and share/NoAuth are web-user:bin Thanks; Roy From jra at baylink.com Wed Sep 28 20:00:20 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 28 Sep 2005 20:00:20 -0400 Subject: [rt-users] Editing Custom Fields on Update... In-Reply-To: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org>; from Francois Meehan on Mon, Sep 26, 2005 at 05:50:05PM -0400 References: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> Message-ID: <20050928200020.B9312@cgi.jachomes.com> On Mon, Sep 26, 2005 at 05:50:05PM -0400, Francois Meehan wrote: > In RT 3.4.4, How do you add a custom field to the ticket display, and also > on the update form? I suspect you actually mean "how do I get a ticket's *ticket-level* custom fields to show up on it's *transaction* entry screens?", and if you do, I want to know 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 joby at u.washington.edu Wed Sep 28 19:14:40 2005 From: joby at u.washington.edu (Joby Walker) Date: Wed, 28 Sep 2005 16:14:40 -0700 Subject: [rt-users] losing the webrt.css customisation In-Reply-To: <004001c5c481$ea1e80a0$52c593c3@tiger> References: <004001c5c481$ea1e80a0$52c593c3@tiger> Message-ID: <433B23E0.6080008@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 If your staging server isn't running RT in development mode you will probably need to delete your mason cache and restart the server. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Raed El - Hames wrote: > This is probably off topic and I apologise in advance but I've got a very > strange problem, I have the development server and stagging server both > have: > Apache2/mod_perl v2.000001/perl 5.8.7/HTML::Mason > v1.30/HTML::Mason::ApacheHandler v1.69/rt-3.4.4 the stagging server is > running ssl > the OS on both is gentoo but different release because of different hardware > (not sure if that effect anything) , the files on the two servers are the > same ...for some strange reason I am losing the style sheet css on the > staging server as if NoAuth/webrt.css does not exist .. I even copied my > customised webrt.css from local/html to share/html with no effect , have > anyone came across this, the logs are not giving anything to indicate a > problem .. the chown:chgrp on local/NoAuth and share/NoAuth are > web-user:bin > > Thanks; > > Roy > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDOyPggA0gpghkf88RAk8dAKCOSsh7LujCksysla2+0ZhxLrM9QQCgi2Va kuMPVJ9/UqMnE/gE4DXU1vw= =hwXa -----END PGP SIGNATURE----- From jra at baylink.com Wed Sep 28 20:06:39 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Wed, 28 Sep 2005 20:06:39 -0400 Subject: [rt-users] Re: EX_TEMPFAIL In-Reply-To: <20050928122807.9330.qmail@web60922.mail.yahoo.com>; from Joel p on Wed, Sep 28, 2005 at 05:28:07AM -0700 References: <20050928122807.9330.qmail@web60922.mail.yahoo.com> Message-ID: <20050928200639.C9312@cgi.jachomes.com> On Wed, Sep 28, 2005 at 05:28:07AM -0700, Joel p wrote: > I got thrown into this RT. I am green. I have a question. When email > is sent to support it gets to the mail que then stops. It gives this > error. > > delivery of mail with the command /usr/lib/sendmail -v -q > -C/etc/mail/sendmail.cf .. > Running /var/spool/mqueue/j8NHVDWt027735 (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 > I am not sure where to go. I have searched the web. Please help. IIRC, smrsh has a config file into which you have to put the names of things you're going to put in there as targets. If that's not enough hint (I've never done it, just read about it here :-) c'mon back for more. 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 Sep 29 01:31:44 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 29 Sep 2005 09:31:44 +0400 Subject: [rt-users] Editing Custom Fields on Update... In-Reply-To: <20050928200020.B9312@cgi.jachomes.com> References: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> <20050928200020.B9312@cgi.jachomes.com> Message-ID: <589c9440050928223123984f76@mail.gmail.com> On 9/29/05, Jay R. Ashworth wrote: > On Mon, Sep 26, 2005 at 05:50:05PM -0400, Francois Meehan wrote: > > In RT 3.4.4, How do you add a custom field to the ticket display, and also > > on the update form? > > I suspect you actually mean "how do I get a ticket's *ticket-level* > custom fields to show up on it's *transaction* entry screens?", and if > you do, I want to know too. There is several patches on the wiki for different RT versions that allow you to do it. I don't know if there is available patch for 3.4.x, but if someone adopt it for 3.4 then plaese post it to the wiki back :) > > 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 Thu Sep 29 02:52:06 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Thu, 29 Sep 2005 10:52:06 +0400 Subject: [rt-users] Mail return path on correspondance... In-Reply-To: <3380.192.168.41.21.1127948348.squirrel@whoami7.cedval.org> References: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> <3380.192.168.41.21.1127948348.squirrel@whoami7.cedval.org> Message-ID: <589c944005092823524158b045@mail.gmail.com> On 9/29/05, Francois Meehan wrote: > Hi all, > > I have tranfer RT to a new server, all is ok but, on the correspondance > mail sent by RT, the "Return-Path" of emails are set to > apache at myserver.mydomain.com. > > Because of this, some e-mails could not get to their destinations... > > How can we fix this? You have to add system user who send RT emails to the list of trusted users of your mta. In other case MTA adds special info that return-path and exactly sender is not the same. Search in archives, this was discussed. > > Regards, > > Francois > > > Random Thought: > --------------- > They are ill discoverers that think there is no land, when they can see > nothing but sea. > -- Francis Bacon > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 JRamon.Alfageme at alhambra-eidos.com Thu Sep 29 04:38:23 2005 From: JRamon.Alfageme at alhambra-eidos.com (=?iso-8859-1?Q?Juan_Ram=F3n_Alfageme_Mata?=) Date: Thu, 29 Sep 2005 10:38:23 +0200 Subject: [rt-users] Re: Hide RT_System messages from ticket history? Message-ID: <635868854FEE3845B2D264D9D0E4017D24B761@ALHM3SRV.alhpridom.as> That's interesting to me too. Juan Ram?n Alfageme Mata. Tech Team +34 91 787 23 00 From brent at skyblue.eu.org Thu Sep 29 06:15:54 2005 From: brent at skyblue.eu.org (Brent) Date: Thu, 29 Sep 2005 11:15:54 +0100 Subject: [rt-users] Editing Custom Fields on Update... In-Reply-To: <589c9440050928223123984f76@mail.gmail.com> Message-ID: <20050929101636.48A354D81FC@diesel.bestpractical.com> 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); } -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Ruslan Zakirov Sent: 29 September 2005 06:32 To: Jay R. Ashworth Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Editing Custom Fields on Update... On 9/29/05, Jay R. Ashworth wrote: > On Mon, Sep 26, 2005 at 05:50:05PM -0400, Francois Meehan wrote: > > In RT 3.4.4, How do you add a custom field to the ticket display, > > and also on the update form? > > I suspect you actually mean "how do I get a ticket's *ticket-level* > custom fields to show up on it's *transaction* entry screens?", and if > you do, I want to know too. There is several patches on the wiki for different RT versions that allow you to do it. I don't know if there is available patch for 3.4.x, but if someone adopt it for 3.4 then plaese post it to the wiki back :) > > 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. _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 brent at skyblue.eu.org Thu Sep 29 07:13:14 2005 From: brent at skyblue.eu.org (Brent) Date: Thu, 29 Sep 2005 12:13:14 +0100 Subject: [rt-users] Side by side view Message-ID: <20050929111332.3AB724D81FB@diesel.bestpractical.com> Hi I've just been going through the MIT slideshows and saw the one slide where its presented "side by side" with ticket history down the right column and updates are possible on the left. http://web.mit.edu/tooltime/presentations/itp/rt.html slide 16 This is exactly what some of my users are requesting. How does one implement this? Thanks Brent -------------- next part -------------- An HTML attachment was scrubbed... URL: From bulb at ucw.cz Thu Sep 29 08:12:39 2005 From: bulb at ucw.cz (Jan Hudec) Date: Thu, 29 Sep 2005 14:12:39 +0200 Subject: [rt-users] Side by side view In-Reply-To: <20050929111332.3AB724D81FB@diesel.bestpractical.com> References: <20050929111332.3AB724D81FB@diesel.bestpractical.com> Message-ID: <20050929121238.GA24189@djinn> On Thu, Sep 29, 2005 at 12:13:14 +0100, Brent wrote: > Hi > I've just been going through the MIT slideshows and saw the one slide where > its presented "side by side" with ticket history down the right column and > updates are possible on the left. > http://web.mit.edu/tooltime/presentations/itp/rt.html slide 16 > This is exactly what some of my users are requesting. > How does one implement this? They seem to have created a specialized template. Look at the wiki (wiki.bestpractical.com) for "Cleanly customize RT" for how to create your own web templates. -- 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 les at futuresource.com Thu Sep 29 09:26:41 2005 From: les at futuresource.com (Les Mikesell) Date: Thu, 29 Sep 2005 08:26:41 -0500 Subject: [rt-users] Side by side view In-Reply-To: <20050929121238.GA24189@djinn> References: <20050929111332.3AB724D81FB@diesel.bestpractical.com> <20050929121238.GA24189@djinn> Message-ID: <1128000401.20324.29.camel@les-home.futuresource.com> On Thu, 2005-09-29 at 07:12, Jan Hudec wrote: > They seem to have created a specialized template. Look at the wiki > (wiki.bestpractical.com) for "Cleanly customize RT" for how to create > your own web templates. Speaking of custom templates, has anyone done one to conserve screen space on the ticket display while still showing a few metadata items? I'd like to see status, the requestor, creation date, and an indication of whether any links exist. Would it be possible to squeeze these on the colored bar of the corresponding collapsed metadata item field and make that the default view so you could still click the x to expand or item name to edit those fields. Or, perhaps put all of those things in a few lines on the collapsed top metadata header which might look a little cleaner and save more space. -- Les Mikesell les at futuresource.com From CKugelman at ittesi.com Thu Sep 29 11:58:43 2005 From: CKugelman at ittesi.com (Charles Kugelman at HQ) Date: Thu, 29 Sep 2005 10:58:43 -0500 Subject: [rt-users] RT - SSL - Create/Resolve issue Message-ID: <9A460198EE9EF443B40183EF14B24BB301B188DB@999datdsr009.ittesi.com> We are having an issue with RT and SSL: When using SSL, we are being presented with a "page cannot be displayed" upon create/resolve of tickets. This happens immediately after the "create" or "update ticket" button is clicked. If the user clicks the back button and makes another attempt to send the create or update request it then completes successfully. I've checked the error logs of Apache and RT; nothing is generated when this occurs. #start httpd.conf snip #This is how we setup http://rt.domain.com to redirect to https://rt.domain.com . #I'm sure there is a better way of doing this, any suggestions? #Could this be the problem? ServerName rt.domain.com ServerAdmin rtadmin at domain.com DocumentRoot /opt/rt/share/html/redir #The index.html is an instant redir to the https site. LoadModule ssl_module libexec/libssl.so Listen 443 ServerName rt.domain.com ServerAdmin rtadmin at domain.com DocumentRoot /opt/rt/share/html SSLEngine on SSLCertificateFile /usr/local/apache/conf/ssl.key/server.crt SSLCertificateKeyFile /usr/local/apache/conf/ssl.key/server.key AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason #end httpd.conf snip Thanks in advance. Charles Kugelman Network Administrator ITT Educational Services, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From ben.robson at classicblue.com.au Thu Sep 29 12:11:05 2005 From: ben.robson at classicblue.com.au (Ben Robson) Date: Fri, 30 Sep 2005 02:11:05 +1000 Subject: [rt-users] RT - SSL - Create/Resolve issue Message-ID: Charles, If everything is working fine, up until shortly after you "Submit" the newly created ticket, then the issue is in your RT_SiteConfig (or RT_Config) in ~/rt-dir/etc/. In there is a specification of the URL used by RT, including the "http[s]" and "URL:port" component. So you need to set these to use HTTPS and 443. You should find things work fine then. I am prompted to ask Jesse a question at this point.... why does RT use explicit links, such that the above issue occurs, why is it that when a ticket is created it doesn't just refer to the relative link? Regards, BenR -----Original Message----- From: rt-users-bounces at lists.bestpractical.com on behalf of Charles Kugelman at HQ Sent: Fri 9/30/2005 1:58 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] RT - SSL - Create/Resolve issue We are having an issue with RT and SSL: When using SSL, we are being presented with a "page cannot be displayed" upon create/resolve of tickets. This happens immediately after the "create" or "update ticket" button is clicked. If the user clicks the back button and makes another attempt to send the create or update request it then completes successfully. I've checked the error logs of Apache and RT; nothing is generated when this occurs. #start httpd.conf snip #This is how we setup http://rt.domain.com to redirect to https://rt.domain.com . #I'm sure there is a better way of doing this, any suggestions? #Could this be the problem? ServerName rt.domain.com ServerAdmin rtadmin at domain.com DocumentRoot /opt/rt/share/html/redir #The index.html is an instant redir to the https site. LoadModule ssl_module libexec/libssl.so Listen 443 ServerName rt.domain.com ServerAdmin rtadmin at domain.com DocumentRoot /opt/rt/share/html SSLEngine on SSLCertificateFile /usr/local/apache/conf/ssl.key/server.crt SSLCertificateKeyFile /usr/local/apache/conf/ssl.key/server.key AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /opt/rt/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason #end httpd.conf snip Thanks in advance. Charles Kugelman Network Administrator ITT Educational Services, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From bam at miranda.org Thu Sep 29 12:13:01 2005 From: bam at miranda.org (Bret Martin) Date: Thu, 29 Sep 2005 12:13:01 -0400 Subject: [rt-users] RT - SSL - Create/Resolve issue In-Reply-To: Message from "Charles Kugelman at HQ" of "Thu, 29 Sep 2005 10:58:43 -0500." <9A460198EE9EF443B40183EF14B24BB301B188DB@999datdsr009.ittesi.com> Message-ID: <19305.1128010381@anasazi.miranda.org> On Thu, 29 Sep 2005 10:58:43 CDT "Charles Kugelman at HQ" wrote: > We are having an issue with RT and SSL: > > When using SSL, we are being presented with a "page cannot be displayed" > upon create/resolve of tickets. This happens immediately after the > "create" or "update ticket" button is clicked. If the user clicks the > back button and makes another attempt to send the create or update > request it then completes successfully. [...] Most likely, you are having this issue: http://www.extremetech.com/article2/0,1558,20373,00.asp Add this line to your httpd.conf to fix it: SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown [...] > #This is how we setup http://rt.domain.com to > redirect to https://rt.domain.com . > > #I'm sure there is a better way of doing this, any suggestions? > > #Could this be the problem? > > > > ServerName rt.domain.com > > ServerAdmin rtadmin at domain.com > > DocumentRoot /opt/rt/share/html/redir #The index.html is an > instant redir to the https site. > > Here's a better way to do it: ServerName rt.domain.com RedirectPermanent / https://rt.domain.com/ --Bret From CKugelman at ittesi.com Thu Sep 29 12:43:37 2005 From: CKugelman at ittesi.com (Charles Kugelman at HQ) Date: Thu, 29 Sep 2005 11:43:37 -0500 Subject: [rt-users] RT - SSL - Create/Resolve issue Message-ID: <9A460198EE9EF443B40183EF14B24BB301B1890B@999datdsr009.ittesi.com> Thank you my friend for both pieces of very good info. It works nicely now. Charles Kugelman Network Administrator ITT Educational Services, Inc. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bret Martin Sent: Thursday, September 29, 2005 11:13 AM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT - SSL - Create/Resolve issue On Thu, 29 Sep 2005 10:58:43 CDT "Charles Kugelman at HQ" wrote: > We are having an issue with RT and SSL: > > When using SSL, we are being presented with a "page cannot be displayed" > upon create/resolve of tickets. This happens immediately after the > "create" or "update ticket" button is clicked. If the user clicks the > back button and makes another attempt to send the create or update > request it then completes successfully. [...] Most likely, you are having this issue: http://www.extremetech.com/article2/0,1558,20373,00.asp Add this line to your httpd.conf to fix it: SetEnvIf User-Agent ".*MSIE.*" nokeepalive ssl-unclean-shutdown [...] > #This is how we setup http://rt.domain.com to > redirect to https://rt.domain.com . > > #I'm sure there is a better way of doing this, any suggestions? > > #Could this be the problem? > > > > ServerName rt.domain.com > > ServerAdmin rtadmin at domain.com > > DocumentRoot /opt/rt/share/html/redir #The index.html is an > instant redir to the https site. > > Here's a better way to do it: ServerName rt.domain.com RedirectPermanent / https://rt.domain.com/ --Bret _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 Thu Sep 29 13:41:28 2005 From: rfh at pipex.net (Roy El-Hames) Date: Thu, 29 Sep 2005 18:41:28 +0100 Subject: [rt-users] RT - SSL keep getting logged out Message-ID: <433C2748.6060908@pipex.net> Hi there; rt-3.4.4 , mod_perl2 , apache2 , mod_ssl , the OS is Gentoo and mysql 4 on a seperate server to the web interface. trying to roll out rt-3.4.4 , it works fine on the first development server with no ssl enabled, however on the stagging server with SSL it keeps logging me out, there is no pattern or any particular link, I read the previous thread and my problem is not IE specific I tried it on both IE, and firefox the same problem .. Anyone had similar problem?? Raed From amyers at doubleclick.net Thu Sep 29 15:11:08 2005 From: amyers at doubleclick.net (Myers, Adam) Date: Thu, 29 Sep 2005 13:11:08 -0600 Subject: [rt-users] Apache2+mod_perl2 'server' method in Handler.pm Message-ID: <205D20196806AE41A9D8A9E982659E27013BB93A@THN-EXCLS2.dc1.doubleclick.corp> 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? Any help or info will be useful and greatly appreciated. Thanks! Adam -------------- next part -------------- An HTML attachment was scrubbed... URL: From vance.vagell at audiumcorp.com Thu Sep 29 16:02:09 2005 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Thu, 29 Sep 2005 16:02:09 -0400 Subject: [rt-users] Tickets visible to same group members only, how? Message-ID: <1128024129.4976.18.camel@rhodium.audiumcorp.com> Hello, 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? Regards, Vance From jsahoo at csc.com Thu Sep 29 12:39:53 2005 From: jsahoo at csc.com (Janmejay Sahoo) Date: Thu, 29 Sep 2005 17:39:53 +0100 Subject: [rt-users] Adding members to custom groups Message-ID: Hi All, I have installed RT 3.4.4 on Sun Solaris 9 successfully. I logged into RT as root; created a new user with full access to RT( Let this user access RT, Let this user be granted rights). Then I created a new custom group and activated the group. No problem so far, everything works fine. Now when I try to add user to the newly defined group (configuration-> Groups -> members) I see Add members users list is empty. Is this a bug or am I missing some configuration? I just discovered a mailing-list link http://lists.bestpractical.com/pipermail/rt-users/2005-February/028935.html with a similar problem. Any help will be much appreciated. Kind regards, JJ From rtusers at memory.blank.org Thu Sep 29 17:20:33 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Thu, 29 Sep 2005 17:20:33 -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: <20050929212033.GO34233@blank.org> In the immortal words of Ruslan Zakirov (ruslan.zakirov at gmail.com): > > * Are you warrior of the PC mouse? Yes? Then this release is for you > becuase it has web based user interface. At the risk of seeming obtuse... where? -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 rtusers at memory.blank.org Thu Sep 29 17:29:12 2005 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Thu, 29 Sep 2005 17:29:12 -0400 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <20050929212033.GO34233@blank.org> References: <589c944005091613296f27b2e6@mail.gmail.com> <20050929212033.GO34233@blank.org> Message-ID: <20050929212912.GP34233@blank.org> In the immortal words of Nathan J. Mehl (rtusers at memory.blank.org): > > At the risk of seeming obtuse... where? Bah, nevermind -- CPAN installed an older version, no wonder I couldn't find it... :) -n ------------------------------------------------------------ "We build our computers the way we build our cities -- over time, without a plan, on top of ruins." (--Ellen Ullman) ---------------------------------------------------- From fmml at cedval.org Thu Sep 29 17:30:16 2005 From: fmml at cedval.org (Francois Meehan) Date: Thu, 29 Sep 2005 17:30:16 -0400 (EDT) Subject: [rt-users] Mail return path on correspondance... In-Reply-To: <589c944005092823524158b045@mail.gmail.com> References: <51156.206.47.191.243.1127771405.squirrel@whoami7.cedval.org> <3380.192.168.41.21.1127948348.squirrel@whoami7.cedval.org> <589c944005092823524158b045@mail.gmail.com> Message-ID: <1872.192.168.41.21.1128029416.squirrel@whoami7.cedval.org> Hi, I am using Postfix. I found that setting the "masquerade_domains" parm, almost cured the problem. Now the return path is apache at mydomain.com, but I can live with that... Thanks all, Francois > On 9/29/05, Francois Meehan wrote: >> Hi all, >> >> I have tranfer RT to a new server, all is ok but, on the correspondance >> mail sent by RT, the "Return-Path" of emails are set to >> apache at myserver.mydomain.com. >> >> Because of this, some e-mails could not get to their destinations... >> >> How can we fix this? > You have to add system user who send RT emails to the list of trusted > users of your mta. In other case MTA adds special info that > return-path and exactly sender is not the same. > > Search in archives, this was discussed. > >> >> Regards, >> >> Francois >> >> >> Random Thought: >> --------------- >> They are ill discoverers that think there is no land, when they can see >> nothing but sea. >> -- Francis Bacon >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> Be sure to check out the RT Wiki at 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. > Random Thought: --------------- I consider my ability to arouse enthusiasm among men the greatest asset I possess. The way to develop the best that is in a man is by appreciation and encouragement. - Charles Schwab From r at elhames.co.uk Thu Sep 29 17:49:18 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 29 Sep 2005 22:49:18 +0100 Subject: [rt-users] losing the webrt.css customisation References: <004001c5c481$ea1e80a0$52c593c3@tiger> <433B23E0.6080008@u.washington.edu> Message-ID: <00e001c5c53f$a52712a0$52c593c3@tiger> Thanks for our response, I had an older version of webrt.css, I customised the version in rt-3.4.4 (which has $r->headers_out->{'Expires'} = '+30m'; commented out and seems to fix the problem on the stagging server.. Still not sure why it worked on one server and the other, possibly a combination of mason and ssl caused it... Thanks again. Roy ----- Original Message ----- From: "Joby Walker" To: "Raed El - Hames" Cc: Sent: Thursday, September 29, 2005 12:14 AM Subject: Re: [rt-users] losing the webrt.css customisation > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > If your staging server isn't running RT in development mode you will > probably need to delete your mason cache and restart the server. > > Joby Walker > ITI SSG, University of Washington > - -- > PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > > > Raed El - Hames wrote: > > This is probably off topic and I apologise in advance but I've got a very > > strange problem, I have the development server and stagging server both > > have: > > Apache2/mod_perl v2.000001/perl 5.8.7/HTML::Mason > > v1.30/HTML::Mason::ApacheHandler v1.69/rt-3.4.4 the stagging server is > > running ssl > > the OS on both is gentoo but different release because of different hardware > > (not sure if that effect anything) , the files on the two servers are the > > same ...for some strange reason I am losing the style sheet css on the > > staging server as if NoAuth/webrt.css does not exist .. I even copied my > > customised webrt.css from local/html to share/html with no effect , have > > anyone came across this, the logs are not giving anything to indicate a > > problem .. the chown:chgrp on local/NoAuth and share/NoAuth are > > web-user:bin > > > > Thanks; > > > > Roy > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > > > Buy your copy of our new book, RT Essentials, today! > > > > Download a free sample chapter from http://rtbook.bestpractical.com > -----BEGIN PGP SIGNATURE----- > Version: GnuPG v1.4.1 (GNU/Linux) > Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org > > iD8DBQFDOyPggA0gpghkf88RAk8dAKCOSsh7LujCksysla2+0ZhxLrM9QQCgi2Va > kuMPVJ9/UqMnE/gE4DXU1vw= > =hwXa > -----END PGP SIGNATURE----- From r at elhames.co.uk Thu Sep 29 17:59:09 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Thu, 29 Sep 2005 22:59:09 +0100 Subject: [rt-users] Tickets visible to same group members only, how? References: <1128024129.4976.18.camel@rhodium.audiumcorp.com> Message-ID: <00fa01c5c541$05722540$52c593c3@tiger> one way to do this is to create a scrip to add the other members of your customer group as requestors if any one of them created a ticket Roy ----- Original Message ----- From: "Vance Vagell" To: Sent: Thursday, September 29, 2005 9:02 PM Subject: [rt-users] Tickets visible to same group members only, how? > Hello, > > 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? > > Regards, > 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 From joby at u.washington.edu Thu Sep 29 19:15:25 2005 From: joby at u.washington.edu (Joby Walker) Date: Thu, 29 Sep 2005 16:15:25 -0700 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <20050929212912.GP34233@blank.org> References: <589c944005091613296f27b2e6@mail.gmail.com> <20050929212033.GO34233@blank.org> <20050929212912.GP34233@blank.org> Message-ID: <433C758D.1020102@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 FYI: Configuration (aka Admin) -> Tools -> Shredder Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Nathan J. Mehl wrote: > In the immortal words of Nathan J. Mehl (rtusers at memory.blank.org): > >>At the risk of seeming obtuse... where? > > > Bah, nevermind -- CPAN installed an older version, no wonder I > couldn't find it... :) > > -n > > ------------------------------------------------------------ > "We build our computers the way we build our cities -- over time, without a > plan, on top of ruins." (--Ellen Ullman) > ---------------------------------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at 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 iD8DBQFDPHWNgA0gpghkf88RAod+AKCuOt0VJry6CSJ7pjSIXPITYUZtcACgwRJo UyQxhc4IZLQcPP356qU9wL0= =dGyu -----END PGP SIGNATURE----- From r at elhames.co.uk Thu Sep 29 20:01:45 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 30 Sep 2005 01:01:45 +0100 Subject: [rt-users] rt-3.4 SSL does not like query builder URGENT HELP Message-ID: <063701c5c552$25a9ead0$52c593c3@tiger> Hi there; Apology too many questions from me recently ..upgrade due 2morrow .. the set up apache2, mod_perl2,mod_ssl , mason-1.3 the OS is gentoo 2.6.9-gentoo-r1 .., mysql 4 set on a remote host .. without ssl everything is fine ..slower than 3.2.3 but everything is functioning , however as soon as I run rt.mycom under ssl , the query builder page seem to disappear (anything from add criteria and below gone) nothing in rt.log In error.log I get: [Fri Sep 30 00:35:08 2005] [info] (104)Connection reset by peer: core_output_filter: writing data to the network [Fri Sep 30 00:35:08 2005] [info] (104)Connection reset by peer: SSL output filter write failed. Any one had this problem.. Roy From scottf at eacceleration.com Thu Sep 29 20:31:56 2005 From: scottf at eacceleration.com (Scott Frisbie) Date: Thu, 29 Sep 2005 17:31:56 -0700 Subject: [rt-users] Tickets visible to same group members only, how? In-Reply-To: <00fa01c5c541$05722540$52c593c3@tiger> References: <1128024129.4976.18.camel@rhodium.audiumcorp.com> <00fa01c5c541$05722540$52c593c3@tiger> Message-ID: <1128040316.6947.45.camel@scottf.site> The way I was able to get this to work was first going through and removing almost all global permissions. I left a couple for Requestors and owners and such, but nothing for any group or user. Then I added in the group rights queue by queue for the queues that each group was allowed to see as well as any individual user rights for each queue. The key seems to be to stay away from global rights. If you have a single queue that multiple groups are allowed to see, you may want to split that queue up. Scott. On Thu, 2005-09-29 at 22:59 +0100, Raed El - Hames wrote: > one way to do this is to create a scrip to add the other members of your > customer group as requestors if any one of them created a ticket > > Roy > ----- Original Message ----- > From: "Vance Vagell" > To: > Sent: Thursday, September 29, 2005 9:02 PM > Subject: [rt-users] Tickets visible to same group members only, how? > > > > Hello, > > > > 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? > > > > Regards, > > 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 > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT Wiki at http://wiki.bestpractical.com > > Buy your copy of our new book, RT Essentials, today! > > Download a free sample chapter from http://rtbook.bestpractical.com -- Thanks! Scott Frisbie (Friz) 8^) scottf at scottfrisbie.com -- You may dispense with the pleasantries, Commander. I'm here to put you back on schedule. Darth Vader, Return of the Jedi From cameron.beattie at appsteam.co.nz Thu Sep 29 21:37:17 2005 From: cameron.beattie at appsteam.co.nz (Cameron Beattie) Date: Fri, 30 Sep 2005 13:37:17 +1200 Subject: [rt-users] EX_TEMPFAIL References: <20050927120619.19495.qmail@web60920.mail.yahoo.com> Message-ID: <002b01c5c55f$7e7ddd30$0f00a8c0@HOUSTON> I don't know if you have any success with this. If so please share. I had to do the following because I couldn't get it working the recommended way: - create a mailbox for each queue - set up a POP/IMAP server (used Dovecot) - get fetchmail to poll each account and fire the mail off to RT Regards Cameron ----- Original Message ----- From: Joel p To: rt-users at lists.bestpractical.com Sent: Wednesday, September 28, 2005 12:06 AM Subject: [rt-users] EX_TEMPFAIL Group I got thrown into this RT. I am green. I have a question. When email is sent to support it gets to the mail que then stopes. it gives this error. delivery of mail with the command /usr/lib/sendmail -v -q -C/etc/mail/sendmail.cf .. Running /var/spool/mqueue/j8NHVDWt027735 (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 I am not sure where to go. I have searched the web. Please help.Thanks Joel__________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com __________________________________________________ Do You Yahoo!? Tired of spam? Yahoo! Mail has the best spam protection around http://mail.yahoo.com ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at http://wiki.bestpractical.com Buy your copy of our new book, RT Essentials, today! Download a free sample chapter from http://rtbook.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From ruslan.zakirov at gmail.com Thu Sep 29 22:18:00 2005 From: ruslan.zakirov at gmail.com (Ruslan Zakirov) Date: Fri, 30 Sep 2005 06:18:00 +0400 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <433C758D.1020102@u.washington.edu> References: <589c944005091613296f27b2e6@mail.gmail.com> <20050929212033.GO34233@blank.org> <20050929212912.GP34233@blank.org> <433C758D.1020102@u.washington.edu> Message-ID: <589c94400509291918k225682c3r1aaf3c214ab58f90@mail.gmail.com> On 9/30/05, Joby Walker wrote: > -----BEGIN PGP SIGNED MESSAGE----- > Hash: SHA1 > > FYI: > > Configuration (aka Admin) -> Tools -> Shredder If this is not intuitive then I could move it into other place, but I didn't find better place. > > Joby Walker > ITI SSG, University of Washington > - -- > PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > > > Nathan J. Mehl wrote: > > In the immortal words of Nathan J. Mehl (rtusers at memory.blank.org): > > > >>At the risk of seeming obtuse... where? > > > > > > Bah, nevermind -- CPAN installed an older version, no wonder I > > couldn't find it... :) > > > > -n > > > > ------------------------------------------------------------ > > "We build our computers the way we build our cities -- over time, without a > > plan, on top of ruins." (--Ellen Ullman) > > ---------------------------------------------------- > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT Wiki at 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 > > iD8DBQFDPHWNgA0gpghkf88RAod+AKCuOt0VJry6CSJ7pjSIXPITYUZtcACgwRJo > UyQxhc4IZLQcPP356qU9wL0= > =dGyu > -----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 jesse at bestpractical.com Thu Sep 29 23:40:34 2005 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 29 Sep 2005 23:40:34 -0400 Subject: [rt-users] More information about RT Essentials online Message-ID: <20050930034034.GB22720@bestpractical.com> O'Reilly recently published the table of contents and index for RT Essentials. I know this is something a number of you have been looking for for quite a while. You can check them out at: http://www.oreilly.com/catalog/rtessentials/toc.html http://www.oreilly.com/catalog/rtessentials/inx.html 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! Jesse PS. See below for information about how to order your second, third or fifth copy. If we sell enough, they'll let us write an even-more-in-depth "RT, The Definitive Guide." -- From davidy at funkypenguin.co.za Fri Sep 30 04:21:14 2005 From: davidy at funkypenguin.co.za (David Young) Date: Fri, 30 Sep 2005 10:21:14 +0200 Subject: [rt-users] How do I determine the value of a group custom field? In-Reply-To: <589c944005092713084c9b548e@mail.gmail.com> Message-ID: <20050930082135.87F514D823D@diesel.bestpractical.com> Thanks very much! For future reference, I did it like this: my $values = $Group->CustomFieldValues('my_custom_field_name'); while (my $value = $values->Next) { $content = $value->Content; } - David -----Original Message----- From: Ruslan Zakirov [mailto:ruslan.zakirov at gmail.com] Sent: 27 September 2005 10:08 PM To: David Young Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] How do I determine the value of a group custom field? On 9/26/05, David Young wrote: > Hi guys :) > > I'm trying to write some code, to go through my groups, and pull out > each group name, along with the values of two group custom fields... > and I'm stuck on how to get the custom field values :( > > Here's what I've got so far: > > ----------- > % use RT::Groups; > % my $Groups = new RT::Groups($session{'CurrentUser'}); > > % $Groups->LimitToUserDefinedGroups(); > % while(my $Group = $Groups->Next) { > > > <% $Group->Name %> See Record.pm, custom fields code now is generic and find lib | xargs grep '^sub.*CustomField' > ----------- > > > > 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 > -- Best regards, Ruslan. From vance.vagell at audiumcorp.com Fri Sep 30 11:56:25 2005 From: vance.vagell at audiumcorp.com (Vance Vagell) Date: Fri, 30 Sep 2005 11:56:25 -0400 Subject: [rt-users] Tickets visible to same group members only, how? Message-ID: <1128095785.4976.27.camel@rhodium.audiumcorp.com> Hi Roy, Thanks for the suggestion to use Scrips, this sounds like a good solution for us. I have spent some time reviewing the RT Wiki to see how this could be done, and I have a rough idea. However, is there documentation for the API used in scrips? I see lots of scrip examples, but I need to be able to look up some specific functionality to implement your suggestion, namely: - how to find the group of the requestor - how to iterate through a list of group members, given a group - how to add requestors to a ticket (and probably more) Do you know where I could find this documentation? Thanks again, Vance From mbochynski at audiumcorp.com Fri Sep 30 12:00:19 2005 From: mbochynski at audiumcorp.com (Michael Bochynski) Date: Fri, 30 Sep 2005 12:00:19 -0400 Subject: [rt-users] Tickets visible to same group members only, how? In-Reply-To: <1128095785.4976.27.camel@rhodium.audiumcorp.com> References: <1128095785.4976.27.camel@rhodium.audiumcorp.com> Message-ID: <1128096019.9486.6.camel@europium.audiumcorp.com> Vance, Try perldoc: perldocTickets.pm, perldoc Users.pm and so on. Michael On Fri, 2005-09-30 at 11:56 -0400, Vance Vagell wrote: > Hi Roy, > > Thanks for the suggestion to use Scrips, this sounds like a good > solution for us. I have spent some time reviewing the RT Wiki to see > how this could be done, and I have a rough idea. However, is there > documentation for the API used in scrips? I see lots of scrip examples, > but I need to be able to look up some specific functionality to > implement your suggestion, namely: > > - how to find the group of the requestor > - how to iterate through a list of group members, given a group > - how to add requestors to a ticket > > (and probably more) > > Do you know where I could find this documentation? > > 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 rfh at pipex.net Fri Sep 30 12:10:12 2005 From: rfh at pipex.net (Roy El-Hames) Date: Fri, 30 Sep 2005 17:10:12 +0100 Subject: [rt-users] Tickets visible to same group members only, how? In-Reply-To: <1128096019.9486.6.camel@europium.audiumcorp.com> References: <1128095785.4976.27.camel@rhodium.audiumcorp.com> <1128096019.9486.6.camel@europium.audiumcorp.com> Message-ID: <433D6364.5020400@pipex.net> also a good use of *grep* from within the rt source code, I find that the best reference :?) Roy Michael Bochynski wrote: >Vance, >Try perldoc: > >perldocTickets.pm, perldoc Users.pm and so on. > >Michael >On Fri, 2005-09-30 at 11:56 -0400, Vance Vagell wrote: > > > >>Hi Roy, >> >>Thanks for the suggestion to use Scrips, this sounds like a good >>solution for us. I have spent some time reviewing the RT Wiki to see >>how this could be done, and I have a rough idea. However, is there >>documentation for the API used in scrips? I see lots of scrip examples, >>but I need to be able to look up some specific functionality to >>implement your suggestion, namely: >> >>- how to find the group of the requestor >>- how to iterate through a list of group members, given a group >>- how to add requestors to a ticket >> >>(and probably more) >> >>Do you know where I could find this documentation? >> >>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 >> >> >> > > > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT Wiki at 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 Fri Sep 30 12:33:40 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 30 Sep 2005 09:33:40 -0700 Subject: [rt-users] [ANNOUNCE] Paper shredders remained in the last century In-Reply-To: <589c94400509291918k225682c3r1aaf3c214ab58f90@mail.gmail.com> References: <589c944005091613296f27b2e6@mail.gmail.com> <20050929212033.GO34233@blank.org> <20050929212912.GP34233@blank.org> <433C758D.1020102@u.washington.edu> <589c94400509291918k225682c3r1aaf3c214ab58f90@mail.gmail.com> Message-ID: <433D68E4.4090607@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 It works for me. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Ruslan Zakirov wrote: > On 9/30/05, Joby Walker wrote: > > FYI: > > Configuration (aka Admin) -> Tools -> Shredder > >> If this is not intuitive then I could move it into other place, but I >> didn't find better place. > > > Joby Walker > ITI SSG, University of Washington > -- > PGP key: https://staff.washington.edu/joby/joby-u-pub.asc > > > Nathan J. Mehl wrote: > >>In the immortal words of Nathan J. Mehl (rtusers at memory.blank.org): > > >>>At the risk of seeming obtuse... where? > > >>Bah, nevermind -- CPAN installed an older version, no wonder I >>couldn't find it... :) > >>-n > >>------------------------------------------------------------ >>"We build our computers the way we build our cities -- over time, without a >>plan, on top of ruins." (--Ellen Ullman) >>---------------------------------------------------- >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>Be sure to check out the RT Wiki at 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. -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.1 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFDPWjjgA0gpghkf88RAvVvAKCb/hulQdMVFgkhVx6b52JLvlFMqwCfTLLF cFOhOYTj+7rVedkQ8luz0O4= =6AJQ -----END PGP SIGNATURE----- From jlee at pbu.edu Fri Sep 30 12:38:34 2005 From: jlee at pbu.edu (Jay Lee) Date: Fri, 30 Sep 2005 12:38:34 -0400 Subject: [rt-users] Resolve reply instead of comment Message-ID: <433D6A0A.40302@pbu.edu> Is there a simple way to have the Resolve link be a reply rather than a comment? We generally close out a request with a "ok, it's fixed now" or "Trying such and such should solve your issue". I like to be able to reply one last time and resolve the ticket at once but if I hit resolve, I have to remember to switch from comment to reply. We're on 3.4.4 right now. Jay -- Jay Lee Network / Systems Administrator Information Technology Dept. Philadelphia Biblical University -- From jra at baylink.com Fri Sep 30 14:08:56 2005 From: jra at baylink.com (Jay R. Ashworth) Date: Fri, 30 Sep 2005 14:08:56 -0400 Subject: [rt-users] Several Silly Questions Message-ID: <20050930140856.A29332@cgi.jachomes.com> for which I didn't see obvious answers on the docu-wiki: 1) Is it possible to get ticket search reports to list exact dates instead of relative time? (29 Sep 05, instead of "3 days ago") 2) Is there an easy way to get stalled tickets to appear in the Top 10 list? (And why isn't that the default?) And a couple of questions which border on suggestions. :-) 3) Is there a way to pick up the resolution comment onto ticket search reports? Alternatively, should there be a dedicated ticket-level field for that which *can* be put on such reports? I realize I can do that with a custom field, and I am, but it's hard to *get* to that field to enter the data. Which leads to: the question I think someone was actually asking the other day: 4) Is there a way to get ticket-level custom fields to appear on the transaction-level field? My custom "Resolution Summary" field, frex. If I could fill it in when resolving the ticket, instead of having to go another click deep to get to it; it'd be nice. And, finally: 5) Is there anyway to get a 'fireboard' view of the most recently added *transactions* for a group or queue? Something a manager could use to maintain a tactical overview of Work In Progress? 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 barnesaw at ucrwcu.rwc.uc.edu Fri Sep 30 14:14:06 2005 From: barnesaw at ucrwcu.rwc.uc.edu (Drew Barnes) Date: Fri, 30 Sep 2005 14:14:06 -0400 Subject: [rt-users] Several Silly Questions In-Reply-To: <20050930140856.A29332@cgi.jachomes.com> References: <20050930140856.A29332@cgi.jachomes.com> Message-ID: <433D806E.2080307@ucrwcu.rwc.uc.edu> ** I use RT3.2.2 - Your files/locations/etc may vary** Jay R. Ashworth wrote: > for which I didn't see obvious answers on the docu-wiki: > > 1) Is it possible to get ticket search reports to list exact dates > instead of relative time? (29 Sep 05, instead of "3 days ago") > Use LastUpdated instead of LastUpdatedRelative, Resolved instead of ResolvedRelative, etc. > 2) Is there an easy way to get stalled tickets to appear in the Top 10 > list? (And why isn't that the default?) > Copy MyRequests and MyTickets from rtdir/share/html/Elements to rtdir/local/html/Elements and change my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open' )"; to my $Query = " Owner = '".$session{'CurrentUser'}->Id."' AND ( Status = 'new' OR Status = 'open' OR Status = 'stalled' )"; in the <%init> section. > And a couple of questions which border on suggestions. :-) > > 3) Is there a way to pick up the resolution comment onto ticket search > reports? Alternatively, should there be a dedicated ticket-level field > for that which *can* be put on such reports? I realize I can do that > with a custom field, and I am, but it's hard to *get* to that field to > enter the data. Which leads to: > > the question I think someone was actually asking the other day: > > 4) Is there a way to get ticket-level custom fields to appear on the > transaction-level field? My custom "Resolution Summary" field, frex. > If I could fill it in when resolving the ticket, instead of having to > go another click deep to get to it; it'd be nice. > > And, finally: > > 5) Is there anyway to get a 'fireboard' view of the most recently added > *transactions* for a group or queue? Something a manager could use to > maintain a tactical overview of Work In Progress? > > Cheers, > -- jra > -- Drew Barnes Applications Analyst Raymond Walters College University of Cincinnati From r at elhames.co.uk Fri Sep 30 14:55:38 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Fri, 30 Sep 2005 19:55:38 +0100 Subject: [rt-users] Apache2::RequestIO::rflush Message-ID: <010d01c5c5f0$8c58cd20$52c593c3@tiger> Hi; Anyone else seeing this in rt.log Apache2::RequestIO::rflush: (104) Connection reset by peer at /usr/lib/perl5/vendor_perl/5.8.7/HTML/Mason/ApacheHandler.pm line 1017 (/opt/rt3/bin/webmux.pl:125) .. rt-3.4.4 is not working well under ssl My system is rt-3.4.4 apache2, mod_perl-2.0, mason 1.3 mysql 4, ssl Roy From joby at u.washington.edu Fri Sep 30 16:08:56 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 30 Sep 2005 13:08:56 -0700 Subject: [rt-users] TransactionBatch Notifications Message-ID: <433D9B58.3070506@u.washington.edu> -----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? - -- 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 iD8DBQFDPZtYgA0gpghkf88RApivAKDU1DPoVi+WZ5mhd4KeAVNYPsQmxACcCTCb mUEk6brWtHiSfW1ATxeR5EU= =/Tuw -----END PGP SIGNATURE----- From sak8 at eecs.cwru.edu Fri Sep 30 16:41:43 2005 From: sak8 at eecs.cwru.edu (Simon Kuhn) Date: Fri, 30 Sep 2005 16:41:43 -0400 Subject: [rt-users] Resolve reply instead of comment In-Reply-To: <433D6A0A.40302@pbu.edu> References: <433D6A0A.40302@pbu.edu> Message-ID: <59C759DF-1260-47A4-B924-12C8870A455A@eecs.cwru.edu> Jay, I did this by copying html/Ticket/Elements/Tabs to local/html/Ticket/ Elements/Tab and modifying if ( $Ticket->Status ne 'resolved' ) { $actions->{'B'} = { path => "Ticket/Update.html? Action=Comment&DefaultStatus=resolved&id=" . $id, title => loc('Resolve') }; } to be if ( $Ticket->Status ne 'resolved' ) { $actions->{'B'} = { path => "Ticket/Update.html? Action=Respond&DefaultStatus=resolved&id=" . $id, title => loc('Resolve') }; } notice that I changed Comment to Respond. -- Simon Kuhn From joby at u.washington.edu Fri Sep 30 17:25:35 2005 From: joby at u.washington.edu (Joby Walker) Date: Fri, 30 Sep 2005 14:25:35 -0700 Subject: [rt-users] TransactionBatch Notifications In-Reply-To: <433D9B58.3070506@u.washington.edu> References: <433D9B58.3070506@u.washington.edu> Message-ID: <433DAD4F.20904@u.washington.edu> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 Hmm... with the current structure of the TransactionBatch #1 just isn't possible. TransactionBatch is run by the Destructor of the TicketObj, which should only be done as the page view is over. Not how I'd have done it. #2 is easy to prevent. In RT::Record->_NewTransaction: - -------------------------------------------------------- if ( defined $args{'TimeTaken'} ) { $self->_UpdateTimeTaken( $args{'TimeTaken'} ); } - - if ( $RT::UseTransactionBatch and $transaction ) { + if ( $RT::UseTransactionBatch and $transaction and $args{'CommitScripts'}) { push @{$self->{_TransactionBatch}}, $trans; } return ( $transaction, $msg, $trans ); - -------------------------------------------------------- All this does is prevent DryRun transactions from being added to the array of transactions that TransactionBatch Scrips should be run from. Joby Walker ITI SSG, University of Washington - -- PGP key: https://staff.washington.edu/joby/joby-u-pub.asc Joby Walker wrote: > 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? _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT Wiki at 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 iD8DBQFDPa1PgA0gpghkf88RAjqbAKDVUJb1LydeNeehZAe/42X7rGAU+wCgrP3I uoT3qmVsVrhHTkPZ3QrJA0E= =hR6O -----END PGP SIGNATURE----- From CKugelman at ittesi.com Fri Sep 30 18:38:30 2005 From: CKugelman at ittesi.com (Charles Kugelman at HQ) Date: Fri, 30 Sep 2005 17:38:30 -0500 Subject: [rt-users] Resolve reply instead of comment Message-ID: <9A460198EE9EF443B40183EF14B24BB34093FC@999datdsr009.ittesi.com> >Is there a simple way to have the Resolve link be a reply rather than a >comment? We generally close out a request with a "ok, it's fixed now" >or "Trying such and such should solve your issue". I like to be able to >reply one last time and resolve the ticket at once but if I hit resolve, >I have to remember to switch from comment to reply. We're on 3.4.4 >right now. > >Jay >-- >Jay Lee >Network / Systems Administrator >Information Technology Dept. >Philadelphia Biblical University Jay, Here is a little script that I picked up to do exactly what you need. Credit to who ever wrote this (wasn't me). Add it to your resolve template: { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $CommentObj = $Transactions->First; if( $CommentObj && $CommentObj->id ) { $resolution_comment = $CommentObj->Content; } $resolution_comment; } Charles Kugelman Network Administrator ITT Educational Services, Inc. -------------- next part -------------- An HTML attachment was scrubbed... URL: From r at elhames.co.uk Fri Sep 30 19:05:23 2005 From: r at elhames.co.uk (Raed El - Hames) Date: Sat, 1 Oct 2005 00:05:23 +0100 Subject: [rt-users] Resolve reply instead of comment References: <9A460198EE9EF443B40183EF14B24BB34093FC@999datdsr009.ittesi.com> Message-ID: <014e01c5c613$70896d20$52c593c3@tiger> RE: [rt-users] Resolve reply instead of commentJay I might be missing something here but have you tried modifying local/html/Ticket/Elements/Tabs and changing: Action=Respond&DefaultStatus=completed instead of Action=Comment&DefaultStatus=resolved Roy ----- Original Message ----- From: Charles Kugelman at HQ To: jlee at pbu.edu ; rt-users at lists.bestpractical.com Sent: Friday, September 30, 2005 11:38 PM Subject: RE: [rt-users] Resolve reply instead of comment >Is there a simple way to have the Resolve link be a reply rather than a >comment? We generally close out a request with a "ok, it's fixed now" >or "Trying such and such should solve your issue". I like to be able to >reply one last time and resolve the ticket at once but if I hit resolve, >I have to remember to switch from comment to reply. We're on 3.4.4 >right now. > >Jay >-- >Jay Lee >Network / Systems Administrator >Information Technology Dept. >Philadelphia Biblical University Jay, Here is a little script that I picked up to do exactly what you need. Credit to who ever wrote this (wasn't me). Add it to your resolve template: { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->Limit( FIELD => 'Type', VALUE => 'Comment' ); $Transactions->OrderByCols ( { FIELD => 'Created', ORDER => 'DESC' }, { FIELD => 'id', ORDER => 'DESC' }, ); my $CommentObj = $Transactions->First; if( $CommentObj && $CommentObj->id ) { $resolution_comment = $CommentObj->Content; } $resolution_comment; } 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 -------------- next part -------------- An HTML attachment was scrubbed... URL: From willmaier at ml1.net Fri Sep 30 19:18:21 2005 From: willmaier at ml1.net (Will Maier) Date: Fri, 30 Sep 2005 18:18:21 -0500 Subject: [rt-users] Attachments missing when added via mail Message-ID: <20050930231821.GR7691@localdomain> *- When I send mail to RT including attachments (eg `dd if=/dev/zero of=zero count=10000`), the attachment doesn't get included in the resulting ticket. When I create a ticket (or reply to/comment on it) via the web interface, such attachments are accepted just fine. I've set $max_allowed_packet in my.cnf to 16M, $MaxAttachmentSize to 10000000 (I think that's the right amount of zeroes) in RT_SiteConfig.pm. I also get errors like the following around when RT should be processing the mail and attachment: [Fri Sep 30 22:58:43 2005] [debug]: About to commit scrips for transaction #606692 (/web/webserver/rt-3.4.2/lib/RT/Transaction_Overlay.pm:167) [Fri Sep 30 22:58:58 2005] [crit]: Software caused connection abort at /opt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm line 914. Stack: [/opt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:914] [/opt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm:390] [/opt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/ApacheHandler.pm:175] [/opt/perl-5.8.5/lib/site_perl/5.8.5/HTML/Mason/Request.pm:353] (/web/webserver/rt-3.4.2/bin/webmux.pl:126) I'm running RT 3.4.2 on Solaris, with Apache 2.0.50. Thanks! -- [Will Maier]---------------[willmaier at ml1.net/wcmaier at jabber.ccc.de] From andy at wildbrain.com Fri Sep 30 20:59:58 2005 From: andy at wildbrain.com (Andy Moran) Date: Fri, 30 Sep 2005 17:59:58 -0700 Subject: [rt-users] Modification: Showing tickets in queues you watch on the front page Message-ID: <433DDF8E.3040304@wildbrain.com> 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!